Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION ---OCTOBER 7, 2022 AMOUNT PAID ---$1299; REFUNDED ---$949; ----- MUST PAY --- $400 BUSINESS COMMITTED TO PROVIDE ---- please see uploaded NATURE OF DISPUTE----- not fully REFUNDED ******* PRESS --- did not reply -- please see uploaded ACCOUNT ADDRESS:WETSBOW PRESS, **************************************************************, *******************-- PHONE-- ************, EX-**** *********************--PHONE--************, EX ****

  

  Business Response

  Date: 01/10/2023

  Dear BBB,
  

  Thank you for giving Westbow Press the opportunity to respond to Ms. ********************* complaint.
  
  Ms. **************** purchased the Essential Access publishing package in addition to ten image insertions on October 10, 2022.  This purchase was paid for with the credit that was on the account after switching from a color book package to a black and white book package.
  
  The manuscript was received on October 12, 2022 and was sent to the content evaluation team.  It was reviewed and an email including the issues found was sent to Ms. **************** on October 28,2022.  The manuscript included libel and privacy issues throughout.  Examples of such were also provided in the email.
  
  Ms. **************** sent a new manuscript which was then evaluated again by the content team.The manuscript failed for the same reasons previously. An email was sent that included examples of the libel and privacy issues.  Some things had been changed but the content team deemed some things still recognizable.
  
  Ms. **************** was given the guidelines both times to avoid committing libel or invading the privacy of someone or something. This includes hiding the identities of people, places, businesses, and entities in the manuscript so they cannot be recognized or discovered by the information contained in the work. For example,she would need to use a pen name, use false names for people and businesses,and use a false location so that no one could guess the identity.  As an alternative, she could obtain notarized permission from all parties discussed in the manuscript. 
  
  Ms. **************** responded to the email dated December 7, 2022 that if we do not want to publish her book, she is fine with that. She requested that we refund her payment in full.  The refund was processed on December 13, 2022 in the amount of $949 ($1,349 less $400). Per the attached Service and Distribution Agreement, Section 4. Termination and Refunds states if the agreement is terminated because the manuscript does not comply with content guidelines, we will refund 100% of the purchase price less a content evaluation processing fee of $400.  This was reiterated to Ms. **************** in an email from the author satisfaction department on December 21, 2022. The email included the Services and Distributions agreement and the breakdown of the refunded amount. This calculation is indeed correct.
  
  In closing, Ms. **************** was refunded $949 for the publishing package and ten image insertions per the attached Services and Distribution Agreement.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I disagree with the excuses made or given by:

  ***************************, Global Director of Author Satisfaction of WESBOW PRESS, because of the following: 
  

  1. The PUBLISHER EVALUATED and ACCEPTED MY MANUSCRIPT. In fact, the PUBLISHER HAD MY MANUSCRIPT FOR MONTHS, and I had to email them more than once asking about the status of my manuscript. 
  

  2. The PUBLISHER EDITED MY MANUSCRIPT and INSTRUCTED ME WHAT NEEDS TO EDIT and MAKE CHANGES IN MY MANUSCRIPT.
  

  3. I followed and DID ALL INSTRUCTIONS; I EDITED MY MANUSCRIPT and CHANGED ALL NAMES, COMPANY NAMES, EMAIL ADDRESSES, and PHONE NUMBERS. (I used the names of FLOWERS, GEMSTONES, and COLORS)
  

  How could anybody say or think that what was or is written is about themselves? The NAMES, EMAILS, ADDRESS, AND PHONE ARE CHANGED. I can send you a copy of my manuscript, and you decide if this would identify a specific person.  
  

  4. The PUBLISHER CANCELLED MY ORDER; I DID NOT CANCEL MY ORDER. 
  

  5. If my MANUSCRIPT IS NOT WORTH PUBLISHING, WHY THEY ACCEPTED IT, RECEIVED MY FULL PAYMENT, EDITED IT, and have it for a long time?
  

  My manuscript was reviewed and accepted by two publishers; I accepted one of them.
  

  I have WESBOW PRESS EMAILS TO PROVE THE ABOVE. WESBOW PRESS MUST REFUND MY MONEY IN FULL THEY OWE ME $400.
  

  Thank you
  

  ******************** De La *****
  

  
  
  

  
  

  

  Business Response

  Date: 02/01/2023

  Dear BBB,
  Thank you for again giving Westbow Press the opportunity to respond to Ms. ********************* complaint.
  
  Ms. **************** purchased a publishing package through Westbow Press. This is a print on demand service that must pass the content standards before being published. Per the attached Services and Distribution Agreement, section 2. Fulfillment of Services states: Your manuscript and work must comply with our content guidelines and the Westbow Press Editorial Standards and all applicable laws and regulations. This includes evaluating the manuscript for issues like libel, plagiarism, invasion of privacy, etc. The manuscript was initially accepted based on the terms she agreed to when signing the agreement.
  

  The evaluation is a very thorough process that takes time. The check-in coordinator informed Ms. **************** that we allow 3-4 weeks to evaluate a manuscript. Both evaluations were within that time frame.
  

  Ms. **************** did not have an editing service as part of her publishing package. We do not make changes to the manuscript during the content evaluation phase.
  

  As explained previously, Ms. **************** was given the opportunity and did make changes to the manuscript after the first evaluation. The second evaluation showed more changes were done as requested. However, the content evaluation team deemed it to be possibly recognizable. In addition, a pen name was not being used. It was Ms. ********************* given name.
  

  Westbow Press did process the cancellation after Ms. **************** emailed If you do not want to publish my book, that is all right with me.The email was forwarded to management who then decided to terminate the contract as requested.
  

  The manuscript was initially accepted based on the signed document stating that it had to comply with our content guidelines. As mentioned above, the manuscript had to go through a content evaluation process before moving to production. Each evaluation was within the 3-4 week timeline that was given to Ms. *****************
  

  The manuscript did not comply with our content guidelines and Ms. **************** emailed saying that if we did not want to publish her book it was alright with her. Therefore the agreement was terminated and Ms. **************** was issued a refund minus the $400 processing fee as outlined in the attached Services and Distribution Agreement.
  
  In closing, Ms. **************** was refunded according to the agreement terms $949 for the publishing package and ten image insertions. There was a $400 processing fee per the attached Services and Distribution Agreement.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *Has the company addressed the issue of the dispute?------ NO, I HAVE EMAILS TO PROVE THAT THEY ONLY SHOW A FRACTION OF MY EMAIL, INCLUDING TO WHAT I EMAILED, "IF YOU DON'T LIKE MY MANUSCRIPT IT'S OK----- BUT REFUND FULL AMOUNT OF MY MONEY--- IF YOU DO NOT PUBLISH MY MANUSCRIPT REFUND THE FULL AMOUNT OF MY MONEY--- THIS I EMAILED TO ALL EMAILS I COULD FIND AT WESTBOW PRESS, I HAVE EMAILS TO PROVE THIS.
  
  

   AND I AM SENDING THIS TO THE SAME PEOPLE I EMAILED AND PLEASE ASK THEM IF THEY SAY THEY DID NOT RECEIVE MY EMAILS I WILL SEND YOU PROOFS OF MY CLAIM AND THEIR EMAILS.

   

  I BELIEVE THAT THERE ARE SOME TRUSTWORTHY, HONEST, GODLY OR ********* AT WESTBOW PRESS AND WOULD NOT LIE FOR $400. The Bible says LIARS WILL GO TO ****.

   

  (I am NOT yelling, I am emphasizing)

  WOULD WESTBOW PRESS PREFER TO HAVE A BAD NAME RATHER THAN REFUND MY $400?

  I WILL REQUEST BBB TO EXPUNGE ALL THE ABOVE IF WESTBOW PRESS REFUND MY $400. 

  I AM RETIRED, JOBLESS, LIVING ON MY SS, I CAN NOT AFFORD TO LOSE $400. I AM A DEVOUTED ********* AND MY ONLY DESIRE IS TO SHARE THE **** OF GOD THROUGH MY EXPERIENCES, THE GREATNESS, FAITHFULNESS, MAGNIFICENCE, LOVINGKINDNESS OF ALMIGHTY HOLY GOD AND MIRACLES HAPPEN TO THOSE WHO BELIEVE AND TRUST IN ***********************.
  
  *If not, why? ---- PLEASE SEE MY ENTIRE EXPLANATION BELOW
  
  *Has the company met the agreement they outlined in their response?--NO, I ADDRESSED MY EMAILS TO EVERY PERSONNEL IN WESTBOW PRESS THAT HAS AN EMAIL DDRESS AND NOT ONE OF THEM EMAILED ME TO LET ME KNOW THAT THEY DO NOT OR DID NOT LIKE MY MANUSCRIPT.
  
  

  IN FACT I RECEIVED EMAILS GIVING ME INSTRUCTIONS WHAT TO DO. 
  

  THEY COULD HAVE EMAILED ME-- I DO NOT LIKE YOUR MANUSCRIPT--- INSTEAD OF GIVING ME INSTRUCTIONS WHAT TO DO AND ALSO EMAILS ASKING ME FOR PAYMENT.

  IF WESTBOW DID NOT LIKE MY MANUSCRIPT, THEY SHOULD HAVE NOT ASKED ME FOR AMOST $2000.
  

  BUT THEY ACCEPTED AND INSTRUCTED ME WHAT TO DO WHICH I DID, EXACTLY WHAT IS ON THE EMAIL.

   NO ONE EMAILED ME, "I DO NOT LIKE YOUR MANUSCRIPT" and
  

   I NEVER CANCELLED MY ORDER OR MANUSCRIPT.
  
  MORE OF MY EXPLANATION BELOW AS SHOWN ON MY EMAILS, 

  thank you-- ******************** De La Cueva 
  
  
  Regards,
  
  Urduja De La *****

  
  

  

  Business Response

  Date: 02/13/2023

  Dear BBB,
  

  Thank you for again giving Westbow Press the opportunity to respond to Ms. ********************* complaint.
  
  The manuscript in question was not evaluated prior to the purchase of the publishing package.  The manuscript was accepted based on the fact it would comply with our content guidelines as previously noted. 
  
  The manuscript was evaluated twice and did not comply with our standards as outlined in the attached Services and Distribution Agreement. Ms. **************** was given the opportunity to make changes and chose to not make the changes. In addition, Ms.De La ***** expressed via email that if we did not want to publish her book that it was alright with her. Management accepted that as a request to cancel the contract. 
  
  The Services and Distribution Agreement states: If at any time, We terminate this Agreement because your manuscript or Your Work do not comply with our Content Guidelines or the WestBow Press Editorial Standards, in Our sold discretion, we will refund 100% of the purchase price, less a Content Evaluation processing fee of $400.  The agreement was signed by Ms. **************** on October 10, 2022 and states that she has read, understands, and agrees to comply with the guidelines.
  
  In closing, Ms. **************** was refunded $949 for the publishing package and ten image insertions. There was a $400 processing fee per the Services and Distribution Agreement.
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Xlibris charged my credit card $5,741.33, a credit refund was promised by *************************** of the *********************** but it has not yet been received.

  

  Business Response

  Date: 12/22/2022

  Dear BBB,
  

  Thank you for the opportunity to explain what transpired with ************** refund.
  

  On October 21, 2022, ************ purchased the Black and White ******* publishing package for the discounted price of $2651. He also purchased six add-on marketing services. He opted to pay for these using a three installment payment plan, which added a non-refundable $75 payment plan fee,making the total $17,074. He made the initial payment of $5741.33 that same day. He signed and returned the Installment Payment Plan Agreement on October 21, 2022 and the Services and Distribution Agreement on October 27, 2022. Both are attached.
  

  The next day, October 22, 2022, ************ decided to change the package he purchased and the funds of $5741.33 were set to be moved to the new packages. However, on October 24, 2022, he decided to stay with what he had already purchased.
  

  On November 3, 2022, we received a chargeback for the initial payment made of $5741.33. When a chargeback is filed, the bank recalls the funds from us and retains the monies until they have heard from and reviewed both sides of the dispute. The bank then reviews the case, which may take up to 45 days before a decision and the awarding of funds occur. We did not hear back from ************** bank regarding the resolution of the chargeback and the funds were not returned to us. Therefore, ************ has received the funds from the chargeback. If he has not, he will need to follow up with the bank or credit card company. Because he filed a chargeback and received the funds that way, there are no funds for us to return to him, as they were taken from us when the chargeback was filed.
  

  On December 13, 2022, ************ called in and said that he wished to cancel because he was going to publish with Random House. The refund was entered into the system that same day. It was also reviewed and approved that same day. It was marked paid on December 15, 2022. However, no funds were returned to the author by us, as the funds had already been take from us and returned to the author by his bank.
  

  I have spoken with ************ and explained the above so he is aware that we are no longer in possession of the funds and that he will need to follow up with his bank if he has not received them.
  

  In closing, *********** chose to file a chargeback on the initial payment made. The funds were taken from us and as of this writing, have not been returned to us. Therefore,if ************ has not received them, he will need to contact his bank or credit card company. I have spoken with ************ and explained this information.
  

  Sincerely,
  ***************************
  Global Director Author Satisfaction

• Initial Complaint

  Date:12/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have published 12 books with this company since ****. 3 of them last year. I have several on line sites all over the world offering my books including ********** Many many years went by without sales being recorded nor royalties paid. None in fact for all of 2022!

  

  Business Response

  Date: 12/19/2022

  Dear BBB,
  

  Thank you for the opportunity to explain ********************** royalties.
  

  ******************** has published twelve books with Xlibris. Online worldwide distribution is included in all of the publishing packages. Once a book is published, it is available through a number of distribution channels,including ****** and ***** and ******. The book is also available for sale through external retailers such as Amazon, ****** and *****, and ********
  

  While this helps get books noticed, it is not a guarantee of book sales. Being for sale on ******* and other sites does not mean it is selling.As stated in Section 6. DISCLAIMER OF WARRANTIES, in her signed Services and Distribution Agreement, SALES ARE NOT GUARANTEED. WE CANNOT CONTROL THE SUBJECTION PURCHASING DECISIONS OF CONSUMERS OR BOOKSELLERS. WE CANNOT AND DO NOT GUARANTEE SALES OF THE WORK.
  

  That said, ********************** books have been selling over the years. She can see her royalty statements at any time on her author center. For her reference, the report from her author center is attached. There have been no sales reported to us for her books through the third quarter of 2022.
  Below is her payment history in the last six years (which is our statute of limitations for payment reissuing):
  Ck#*******  11/15/18  $.87 ($.34 tax withholding)
  Ck#*******  11/14/20  $.87 ($.34 tax withholding)
  EFT000000147150  11/15/21  $1.70
  EFT000000157205  2/15/22  $4.66 
  
  The two checks are outstanding. Because we have confirmed that we now have ********************** correct address and she has provided her bank information, we will request that the two outstanding checks be reissued via direct deposit. Those will be included in the fourth quarter 2022 payout, which occurs in late February/early March. The two EFT payments were accepted by ********************* bank so she has received those.
  In closing, ********************* books have been selling over the years, as evidenced on her quarterly royalty statements. Being available for purchase does not mean that consumers are purchasing the book. ******************** has been paid several times over the last six years. The royalty checks are outstanding and will be reissued via direct deposit in the fourth quarter 2022 payout.
  

  Sincerely,
  ***************************
  Global Director Author Solutions
  

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  Im supposed to be excited over 6 dollars and some change theyre going to send me?  According to these people since 2014-8 years Ive sold LESS THAN TEN books out of TWELVE TITLES available throughout the world and Amazon and ****** and ***** and ******* and countless other sites for a total of FOURTEEN dollars and some odd sense royalty SORRY NOT BUYING IT. And neither are 188 dissatisfied customers on YOUR WEBSITE who threw thousands of dollars at them for NO positive results whatsoever.   I also read 71 complaints on another credible site this weekend.  HOW MANY COMPLAINTS  does a company have to receive to put them six feet under where they belong?   Where can I go to complain about the BETTER BUSINESS BUSINESS BUREAU?
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 12/20/2022

  Dear BBB,
  

  Thank you for the opportunity to again respond to ********************** royalties.
  

  As stated in our previous response SALES ARE NOT GUARANTEED. WE CANNOT CONTROL THE SUBJECTION PURCHASING DECISIONS OF CONSUMERS OR BOOKSELLERS.WE CANNOT AND DO NOT GUARANTEE SALES OF THE WORK.
  

  ********************** books have been selling over the years, as evidenced on her quarterly royalty statements. Being available for purchase does not mean that consumers are purchasing the book. ******************** has been paid several times over the last six years. The royalty checks are outstanding and will be reissued via direct deposit in the fourth quarter 2022 payout. If ******************** has evidence to prove otherwise such as a receipt or reference to a sale we would certainly review further.
  

  Sincerely,
  ***************************
  Global Director Author Solutions

• Initial Complaint

  Date:12/02/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Date of the transactionMarch 12, 2022 *The total amount I paid was $3574.30 US/ $4803 CAD.*They were to provide me with a suite of publishing services, through their facility which I was led to believe was in ************.*The nature of the disputeAlthough there is nothing in the fine print of the contract stating otherwise, I was told upon my third revision that if after the fourth revision there were still issues, the book project could be terminated at their discretion, not something alluded to at all in the contract that I signed.There had been two previous Revisions made, and that process drug on because the individual I was corresponding with kept asking me for information which I had previously supplied.When I was told about this sudden possibility that my project could be cancelled at their whim, the individual I had been speaking to shocked me when she proceeded to tell me confidentially that if such a situation occurred she could switch me over to another publishing company, for which I would have to pay additional monies. I saw this as a classic bait and switch; I pay them for one thing, then they come up with some excuse and switch me over to Plan B, so they can make some more money off of me. I ended up speaking to a publishing veteran of 25 years with another company, and he informed me that this particular entity had hundreds of lawsuits pending, and complaints already filed with the Better Business Bureau. He cautioned me to likewise file a complaint.*Account #My assigned account number with WestBow ********************** was ID ***** *Upload supporting documents, including contract with WestBow Press that I signed

  

  Business Response

  Date: 12/06/2022

  Dear BBB,
  
  Thank you for giving Westbow Press the opportunity to address Mr. ***** complaint.
  

  ************ purchased the Online Platform publishing package on March 11, 2022 on a five installment payment plan. The first payment included a non-refundable $75 processing fee as indicated on the attached Payment Plan Agreement document.
  

  Mr. ***** manuscript was evaluated on the following dates:July 1, July 28, and August 9, 2022.  Westbow Press is a ***************** that has editorial standards established by HarperCollins in addition to the normal standards (copyright, libel, invasion of privacy, etc.). This is necessary to align with certain fundamental values in order to best serve others.
  

  ************ has corrected most issues in regards to both normal and editorial standards.  In the most recent evaluation, the content evaluation team still found instances of Voice of God present. To delve deeper, that means the following: It is our belief that the only acceptable discourse by persons of the Trinity, angels, or demons that *** appear in a manuscript are those that appear in and have been accurately quoted from the Bible.
  

  There were also still issues with Bible citations. Any Scripture must note the Book, Chapter, and Verse of the Bible. We will provide the appropriate verbiage for the books copyright page crediting the version(s)used but those must be noted throughout the manuscript.
  

  ************ has a few options at this time.  The first is that he can switch to a different brand that does not require certain editorial standards. He would not have to change any Voice of God instances throughout the manuscript. However,

  ************ would still need to cite any Bible verse throughout the manuscript. 
  

  The second option would be to terminate the contract.  He would be refunded the purchase price less the $400 Content Evaluation processing fee.  This is outlined in the attached Services and Distribution Agreement in Section 4. Termination and Refunds.  It states that if the agreement is terminated because the manuscript does not comply with our content guidelines or WestBow Press Editorial Standards, we will refund 100% of the purchase price less a content evaluation processing fee of $400.
  

  These options were discussed with ******************** in October of this year. She had previously set up a phone appointment with ************ but was unable to reach him by phone.  She followed up with an email on October 24, 2022 and did not receive a response.
  

  Either choice can be discussed with ****************** as she is the person that ************ has been in contact with most recently.
  

  In closing, ************ has the option of switching to a different publishing brand or cancelling the publishing package.  He can contact the above mentioned person in order to proceed.
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  "The second option would be to terminate the contract.  He would be refunded the purchase price less the $400 Content Evaluation processing fee.  This is outlined in the attached Services and Distribution Agreement in Section 4. Termination and Refunds.  It states that if the agreement is terminated because the manuscript does not comply with our content guidelines or ******* Press Editorial Standards, we will refund 100% of the purchase price less a content evaluation processing fee of $400."

  That is a satisfactory resolution.

  Regards,

  *****************

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 10, 2022, I spoke with *************************** from Westbow Press regarding publishing my children's book God Dreamed of Me which had previously been published on Amazon. According to **********************, our book would be placed in bookstores like ****** and ***** and local venues in the Children's section. He mentioned that there might be a nominal fee for offset printing the books, but it wouldn't be much. After paying nearly $3500 to Westbow and receiving 1 hardcopy (they initially had said there would be more) and 10 softcovers, we called local bookstores only to discover that the book would not be available in-store, and that should a patron wish to purchase the book, he/she would have to order it online. If we wished to have book signings, we must provide the books beforehand, which includes an additional cost, and Barnes&Noble doesn't offer this for authors. Westbow Press published a book for us that required very little effort from them since the book was already available on Amazon, and they lied and said that the book would be available in bookstores, which it is not. ****** & Noble does not carry POD books. We are now left with a $3700 deficit. We are requesting a refund in it's entirety.

  

  Business Response

  Date: 12/01/2022

  Dear BBB,
  

  Thank you for giving us the opportunity to respond to respond to Ms. ************* request for a refund of her publishing package.
  
  On September 12, 2022, **************************** purchased the Color Pro publishing package for $2,774.25 with the Hardcover Publishing service as an add-on for $337.50. She elected to pay in automatic monthly installments, which added a non-refundable payment plan fee of $75 for a grand order total of $3,186.75.  She signed the Services and Distribution Agreement the same day and the Installment Payment Plan Agreement on September 13, 2022, both via electronic signature (copies attached).
  
  On October 7, 2022, **************************** signed the interior, pricing and cover approval forms that state she approved the publication of her book (copies attached). After the book files were submitted to our printers, the book was officially published on October 11, 2022. Our refund policy is stated in section four of the Services and Distribution Agreement. Because Ms. ************* book has already been published, she is no longer eligible for a refund of her publishing package or the hardcover publishing service.
  
  Prior to the purchase of her publishing package, Ms. ************* publishing consultant sent a link to our website on September 10, 2022, which listed all the inclusions of our different packages (http://www.westbowpress.com/Packages/ColorBooks/PackageCompare.aspx). Placement in physical bookstores is not part of any publishing package that we offer. While publishing with us makes it easier for authors to be successful with being stocked in physical stores (due to services like our returnability program), we are unable to make that promise. Section two of the Services and Distribution Agreement states that we do not warrant that any particular contractor will offer an authors book for sale, as it is in the sole discretion of the contractor. Additionally, section six stipulates that sales of a book are not guaranteed as we cannot control the subjective purchasing decisions of consumers or bookstores. After reviewing communications between **************************** and her publishing consultant (including the full e-mail attached with her filing), we were unable to substantiate her claim that she was promised bookstore placement. Her consultant further clarified the information above in an e-mail to her on October 21, 2022.
  
  Regarding free copies of Ms. ************* book, her publishing package included 11 softcover copies. With the add-on hardcover publishing service, she was also entitled to one hardcover author copy. The order for her free copies was placed on November 1, 2022 and delivered on November 9, 2022 **** tracking number 1Z878A440302803512).
  
  In closing, we are unable to offer **************************** a refund for her publishing package as all services have been completed.
  
  
  Sincerely,
  
  ***************************
  Global Director of Author Satisfaction

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  We respect the fact that an agreement was made, however, per the email attached, we were told that our book was eligible to be placed on the shelves of bookstores in the children's section.  After speaking to multiple bookstores, both local and national, they have stated that they will not carry our book as it is Print on Demand.  Also, if we wish to do a book signing, we must provide the books beforehand. The buyback program that they touted is of no use because the bookstores will not carry it.  

  In our opinion, we signed a contract based on lies and misleading statements made by employees of ******* (************************* and others). We would never have signed had they not stated explicitly (refer to the email) that we would be available in bookstores.

  We request a full refund.
  
  Regards,
  
  ***************************************

  
  

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  We respect the fact that an agreement was made, however, per the email attached, we were told that our book was eligible to be placed on the shelves of bookstores in the children's section.  After speaking to multiple bookstores, both local and national, they have stated that they will not carry our book as it is Print on Demand.  Also, if we wish to do a book signing, we must provide the books beforehand. The buyback program that they touted is of no use because the bookstores will not carry it.  

  In our opinion, we signed a contract based on lies and misleading statements made by employees of ******* (************************* and others). We would never have signed had they not stated explicitly (refer to the email) that we would be available in bookstores.

  We request a full refund.

  _______________________________________________________________________________________________________________________________________________________________________________________________________________________
  

  In your email,  you mentioned that they had addressed the issue and that the case was now closed,  however,  respectfully,  they did not.  We mention in the complaint that ******* directly stated that our book would be placed in bookstores. There is an attached email to support this agreement. 

  After speaking with several bookstores,  none of them will carry a book that is Print on Demand. 
  

  Westbow stated otherwise.

  We would like to request that the case be reopened and a refund made.
  

   

  Regards,
  
  ***************************************