Complaints

This profile includes complaints for Lulu Press, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lulu Press, Inc.

  700 Park Offices Drive Suite 250 Morrisville, NC 27560

  
• 

  Lulu Press, Inc.

  PO Box 12018 Durham, NC 27709-2018

  

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:06/26/2026

  Type:Billing 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.

  Lulu Press accepts upfront, non-refundable fees but freezes review services and distribution in complete silence.I am an independent author with a current portfolio of 122 ebooks published through Lulu Press. For every single title submitted, Lulu charges a mandatory, non-refundable $4.99 distribution review fee [64000255463-mandatory-ebook-distribution-requirements]. I have invested over $600 in upfront fees with this company, plus additional retirement fees.Despite collecting these non-refundable funds, Lulu has completely frozen operations and fragmented my portfolio across three distinct failures:The First Batch (55 Books): Distributed 5 weeks ago, and they successfully went live all around the world within 3 days. However, Apple Books is still missing 5 of them (stuck at 50), and Amazon USA is missing 39 of them (stuck at 16).The Second Batch (18 Books): Officially approved and marked "Distributed" on June 5th. It has now been 20 full days, and unlike the first batch that took 3 days, these 18 titles are completely invisible and show up NOWHERE on earth.The 30-Day Manual Review Freeze: Lulu has completely halted the mandatory manual review phase for all of my upcoming manuscript uploads. Exactly REMOVEDa digital dead zone for over a month while my fees remain collected.Refusal to Escalate: When I requested that customer service representative "REMOVED" escalate this complete operational freeze to higher management, he blocked the request, went silent, and recycled generic REMOVEDis an absolute violation of standard merchant rules to accept upfront, non-refundable service fees from a client and then place their account into a silent administrative hold without formal notice. I demand an executive supervisor bypass the standard help desk, manually review my account layer, and unfreeze my review queue immediately.

  

  Business Response

  Date: 07/02/2026

  Thank you for reaching out to Lulu via the BBB.

  Lulu offers several options for our users to sell their books, including on Lulu's website and/or via Retail channels. If users choose to sell on the retail channels there is a fee to cover the review process and send the title to the retail channels for their own review and potential listing. Unfortunately, there is no way to guarantee that a retail channel will accept a title. We try and provide as much information on our site as possible to help authors make an informed decision on whether to send their titles, but it is ultimately up to each retail channel whether they will list an author's book after it is submitted and the process to do so can take up to 12 weeks to complete.

  That being said, a retail channel's decision to reject a book will never affect your book's status on the Lulu bookstore. You may continue to sell your books and use your Lulu account as usual.

  We see that an agent with our Content team has reached out to you in regards to the status of your books with additional information about your titles. Please reply to their message directly if you have additional questions or concerns.

  Customer Answer

  Date: 07/06/2026

   
  Complaint: 24984825
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVED

  REMOVEDrem; -webkit-text-size-adjust: 100%;">FORMAL REBUTTAL: REJECTION OF BUSINESS RESPONSE & DEMAND FOR EXECUTIVE RESOLUTION

  I am completely rejecting Lulus generic response [REMOVED]. The business is deliberately mischaracterizing severe, documented backend infrastructure failures and internal database errors as standard "retailer rejections" to avoid corporate accountability for services paid for in full.
  Lulu officially reviews every manuscript to ensure it meets strict global retailer standards before granting it distribution status [64000255456-global-distribution-the-basics]. To claim that REMOVEDindependently rejected 39 titles from my first batch of 55, or that Apple Books arbitrarily rejected exactly 5, is factually false. The hard data logs and operational timeline of my account completely dismantle this defense:
  1. DEFLECTION TO CUSTOMER SERVICE AND UNPAID DATA AUDITING
  REMOVEDjsuid="y6mOtc_1t" data-REMOVEDpl="||[]" data-REMOVEDcomplete="true" data-processed="true" data-copy-service-computed-style="font-family: "Google Sans", "Helvetica Neue", sans-serif; font-size: 21.6px; font-weight: 400; margin: 0px; text-decoration: none; border-bottom: 0px rgb(10, 10, 10);" style="font-size: 21.6px; margin: 0px; border-bottom: 0px rgb(10, 10, 10);">Lulu's front-line customer service department explicitly reached out to me demanding that I manually identify and pull the individual Project IDs for the missing retail titles. This is an unacceptable deflection of logistical responsibility. I am a paying commercial publisher who settled all upfront distribution and review fees. It is not my job to act as Lulu's unpaid data clerk to audit a broken outbound server pipeline. Lulu accepted my money; Lulu holds the database logs and must identify why its transmission lines dropped these files.
  2. RETENTION OF APPROVED INVENTORY (THE 40-DAY VOID)
  REMOVEDjsuid="y6mOtc_21" data-REMOVEDpl="||[]" data-REMOVEDcomplete="true" data-processed="true" data-copy-service-computed-style="font-family: "Google Sans", "Helvetica Neue", sans-serif; font-size: 21.6px; font-weight: 400; margin: 0px; text-decoration: none; border-bottom: 0px rgb(10, 10, 10);" style="font-size: 21.6px; margin: 0px; border-bottom: 0px rgb(10, 10, 10);">A massive block of my passed ebookswhich completely cleared Lulu's manual content review layershas been sitting completely stagnant for over 40 days without being distributed to global retailers. They have never been pushed into the outbound global network feeds, despite Lulu collecting my upfront fees weeks ago. Lulu must perform an immediate internal technical audit to extract these approved titles and force them live.
  3. DATA SPILLS AND UNAPPROVED TRANSFERS
  REMOVEDjsuid="y6mOtc_29" data-REMOVEDpl="||[]" data-REMOVEDcomplete="true" data-processed="true" data-copy-service-computed-style="font-family: "Google Sans", "Helvetica Neue", sans-serif; font-size: 21.6px; font-weight: 400; margin: 0px; text-decoration: none; border-bottom: 0px rgb(10, 10, 10);" style="font-size: 21.6px; margin: 0px; border-bottom: 0px rgb(10, 10, 10);">The core structural failure of my account pipeline began when 3 of my completely retired draftswhich had never even gone through content reviewsuddenly went live on REMOVED's public storefront. When I caught this error and questioned support about it, Lulu executed a manual server recall to pull them back. This proves that Lulu's internal database glitched, dumping unreviewed data packets straight into the live retail feed.
  4. THE MASSIVE AUTOMATED COPYRIGHT REJECTIONS LOOP
  REMOVEDjsuid="y6mOtc_2h" data-REMOVEDpl="||[]" data-REMOVEDcomplete="true" data-processed="true" data-copy-service-computed-style="font-family: "Google Sans", "Helvetica Neue", sans-serif; font-size: 21.6px; font-weight: 400; margin: 0px; text-decoration: none; border-bottom: 0px rgb(10, 10, 10);" style="font-size: 21.6px; margin: 0px; border-bottom: 0px rgb(10, 10, 10);">Immediately after that manual file recall was processed, a massive portion of my portfolio was hit on June 26th with an automated "Copyright Infringement" failure flag [64000255463-mandatory-ebook-distribution-requirements]. This is a verified software scanner loop error, not a real copyright issue [64000255463-mandatory-ebook-distribution-requirements]. My standard, contractually compliant 121-word copyright notice text is identical across my bulk uploads [64000255463-mandatory-ebook-distribution-requirements]. Lulu's automated plagiarism software hit its repetition threshold, misread the manual file recall, and threw a generic boilerplate false flag across my queue [64000255456-global-distribution-the-basics, 64000255463-mandatory-ebook-distribution-requirements]. The undeniable proof that my text is 100% original is that a large portion of my catalog successfully passed review using this exact same template.
  My complete catalog now stands at 132 total ebooks. Lulu's response is an empty template submitted purely to meet a BBB timer.
  FINAL CONDITIONS FOR RESOLUTION:
  REMOVEDjsuid="y6mOtc_2w" data-REMOVEDpl="||[]" data-REMOVEDcomplete="true" data-processed="true" data-copy-service-computed-style="font-family: "Google Sans", "Helvetica Neue", sans-serif; font-size: 21.6px; font-weight: 400; margin: 0px; text-decoration: none; border-bottom: 0px rgb(10, 10, 10);" style="font-size: 21.6px; margin: 0px; border-bottom: 0px rgb(10, 10, 10);">This case will remain open as unresolved until a senior corporate manager or engineering director executes a manual administrative override to [REMOVED]:
  White-list my author profile layer to clear the glitched automated robotic filters [64000255456-global-distribution-the-basics].
  Order a complete technical audit of my dashboard history to locate every single passed title currently trapped in the 40-day void, along with the missing retail data packets, and manually force them live into the global feed immediately with no additional charges [64000255456-global-distribution-the-basics].

  

  Business Response

  Date: 07/08/2026

  Thank you for reaching back out to Lulu via the BBB.

  Lulu provides the tools and technology to help authors distribute their books globally. This includes the option to sell on our bookstore and/or via retail channels. Retail eligibility is ultimately determined by our retail partners based on their publishing requirements. Lulu's review of the material that an author submits does not guarantee that it will be accepted by retailers. We review it based on what retailers have stated are their minimum requirements; but, they still have the final say on whether what is submitted is something they want to include on their site or not.

  We see that our team has offered to resubmit most of your titles a second time, but please note, it is up to each retailer whether to accept and list the title or reject it. With that being said, there is also not a specific timeline by which the retailers operate. We have found that most projects receive a response (accepted or rejected) within 12 weeks, but this varies by the time of the year and the retailer.

  Please note, Lulu provides a platform and tools for authors to publish their work, but the author is ultimately considered the publisher. More about this can be found in our Terms and Conditions.

  You are welcome to continue to sell your work on Lulu.com while the retailers work through their process and provide a decision. We see that you are continuing to work with an agent and a manager via your support ticket, and we encourage you to review the information provided in the ticket for the most up-to-date information for the titles you wish to publish.

• Initial Complaint

  Date:05/21/2026

  Type:Delivery 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 am the founder and REMOVEDof REMOVED. I am filing this complaint against Lulu Press, Inc. regarding a bulk order of 100 copies of my debut illustrated poetry collection titled: Tampa REMOVEDPoems About People, Places, & Things that was printed on incorrect paper stock inconsistent with specifications confirmed across five sequential proof copy orders placed prior to the bulk order.All five proof copies specified 60# Cream - Uncoated paper. The bulk order was delivered on visibly and tactilely different paper white rather than cream, coarse rather than smooth, significantly thinner, with heavy ink bleed-through impairing text readability and muddy linework degrading original sketch collages throughout all 100 copies.An independent third party paper weight verification conducted at REMOVEDOffice on May 20, 2026 found bulk order copies assimilate with 24# bond weight paper significantly below the 60# specification ordered. Proof copies assimilated with 32# bond weight also below specification. Neither order appears to have received the specified 60# Cream - Uncoated paper REMOVEDdocumented exhibits have been submitted to Lulu Press, Inc. support through Ticket ID REMOVEDincluding photographic comparisons, GSM technical analysis, version profile documentation, and independent verification. Despite comprehensive documentation submitted between Tuesday, May 19, 2026 to Wednesday, May 20, 2026 no substantive response has been received.This matter has been escalated to Lulu Presss Public Relations Manager and CEO today, May 21, 2026.Desired Resolution:Full reprint of 100 copies on correct 60# Cream Uncoated paper at no charge with express shipping or full refund of $2,859.44.

  

  Business Response

  Date: 05/22/2026

  Thank you for contacting Lulu via the BBB. We received your messages describing the variance in the printed items you received.

  We see that a couple members of our print team have reviewed the information you provided and replied via the support ticket you opened so we will not go into too much detail here; however, variance in production can occur between orders. This is because orders may be filled at different printers or from different batches of materials (paper, ink, glue, etc.). In addition, paper weights for commercial printing cannot be compared to the types of paper available in retail locations.

  We see that the print team agent explained this and more in greater detail in the support ticket and has provided a resolution that we hope will be satisfactory. Please direct any further questions or inquiries to the agent and they will be happy to assist you further.

  Kind regards,

  Lulu

• Initial Complaint

  Date:04/16/2026

  Type:Service or Repair 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.

  Back in November, I released a book (Only the Ink Remembers) via Lulu press, and I have had nothing but trouble with getting the hardcover version of the book approved for Global distribution (the paperback went through immediately). It was an error on their part, an AI generated response that rejected my hardcover, that after reaching out to them, they said they would resolve. But 4 months later and I still have no resolution. I have reached out via chat, email and asked for someone to talk to and for a number of someone to call but none was given. Between the automated AI responses and noncommittal language from those representatives I have emailed with, it continues to be quite frustrating and my book is still rejected for global distribution.I've never made a formal complaint about a company before and hate that this is where it's all let to. I would love to have settled this with the company, my husband even found the linked in page for the CEO and messaged him about the issue. But we continue to be ignored. I don't know what else to do to get them to resolve this issue. Please help. I have attached the email thread for this issue as well as my chats with them from their site. Note: they need to be read from the bottom to the top, starting with the chat.

  

  Business Response

  Date: 04/17/2026

  Thank you for contacting Lulu via the BBB. We are sorry to hear that your book's distribution has been delayed. 

  Our retail partners periodically update their requirements, and to continue working with them, we must comply with these changes. Some recent updates to the requirements have unfortunately caused more than the usual delay in getting books from Lulu to those channels.

  The good news is that we can confirm that your hardcover was successfully submitted to all of our partners today and once they run their review, it should begin appearing on their sites.

  In the meantime, your title remains available for sale on the Lulu Bookstore. We encourage you to guide your readers there as you are not paying a retail fee on our site and keep more of your own profit.

  We sincerely appreciate your continued patience and trust. At Lulu, we want only the best for our authors and wish you continued success with your books.

  Kind regards,

  Lulu

  
  
  

  Customer Answer

  Date: 04/19/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/01/2026

  Type:Service or Repair 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 was quoted $350 to edit and produce one book and that my book would be online and available. Every time I talk to someone from Lulu I get a different answer now theyre telling me I could only get books if I buy 10 at $30 a book. Now they tell me that my book can be placed on REMOVED. They contacted me by telephone and said that I could not put it on REMOVEDbecause I had used ChatGPT for some of the things that I wrote. They are requesting more money $200 for it to be available to me. I am very distressed because each person that I talk to tells me a different story and I have told them that I think that from now on whatever they tell someone needs to be in writing so that its clear and cannot be denied later on. I asked to speak to somebody who was the supervisor and was not able to do that. I am waiting again for them to attempt to resubmit my book to REMOVEDso that I can buy paperback books online . I am very disgusted with Lulu and their business practices. They will say theyre going to call you back in a couple of days or itll take a week and then you dont hear back at all for weeks and weeks and weeks and then theres always another delay.I submitted what I wrote with ChatGPT to Lulu. They did no editing at all. They merely put it into chapters and I kept having to correct my husbands name. His nae is Les and they would transcribe it as LESS every time. I did not see any editing from them so I feel like it was a waste of money. I am very sorry and I would never recommend them to anyone to get their book published.This was just a book for my immediate family. It wasnt something I was wanting to sell. And I was told initially that it would be reasonable and every time I talk to them they want more money for something. I am very, very unhappy. This has been going on for many months. I would have to look back at my Discover Card to see how long I think four months.

  

  Business Response

  Date: 04/01/2026

  Thank you for contacting Lulu via the BBB.

  We have reviewed your message and our systems; but we have not had any contact with you other than this message through the BBB. It appears that someone is impersonating Lulu based on the information you provided so far, but are not affiliated with us. Lulu is free to use (we do not charge for the use of the tools on our site or to publish and sell books with us); and we do not have phone support. We also do not have any employees named Les. We are aware that there have been some sites impersonating us, and we have tried to put messaging on our site warning users to beware when we find these fraudulent sites, but they appear and disappear quickly.
  
  Please check the communication you have received. Legitimate Lulu emails will have "[email protected]" as the domain with no other words. If there are extra words after the "@" symbol other than REMOVED, it is a different site and not affiliated with Lulu.

  That being said, we are very interested in learning more about the parties you are communicating with to see if further action against them is warranted. We would also genuinely like to help you see your story come to life, without further cost to you.

  We are having one of our amazing Customer Experience team reach out to you to give you some additional information about Lulu and to assist you further. The message will come from REMOVEDor "REMOVED."

  We look forward helping you with your story.

  Kind regards,

  Lulu

• Initial Complaint

  Date:01/14/2026

  Type:Service or Repair 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 no time or budget to troubleshoot further issues or to recreate this project from scratch. My publishing date was December 1, 2025.Before finalizing my book, I got test booklets for each design combination:Uncoated + standard color Uncoated + premium color Coated + standard color Coated + premium color All booklets arrived in one box and were not labeled with their paper/color specifications; however, it seemed the differences were visually obvious.Two booklets with slightly shiny interior pages made the photography look significantly better, so I focused on those. Between those two shiny versions, there was no noticeable difference in image quality, so I chose the standard option, believing I was selecting coated + standard color printing.I finalized my book as coated + standard color, and ordered a full test copy, as this is what I was led to believe I wanted based on the REMOVEDtest copy of the book does NOT have the slightly shiny pages I believed I was getting with coated paper.Does this mean the shiny pages we liked originally were uncoated + premium color? If so, this contradicts everything I was told in our previous conversations with the support team. If the book we just received reflects coated + standard color, then the earlier test booklets were either misproduced, or indistinguishable in a way that made an informed decision impossible.Additionally, all pages appear to be slightly miscut, with a white strip at the bottom of every page. This makes us concerned about trimming accuracy.Why does the test copy not visually match the coated samples I believed I reviewed? Can coated v. uncoated paper appear similar depending on color tier? Did a production issue occur with my test samples? Can any changes to paper type or color printing be made without requiring a new ISBN and barcode, as starting over again is not feasible?I would like to speak directly with a representative and avoid waiting days to message back and forth.

  

  Business Response

  Date: 01/14/2026

  Thank you for reaching out to Lulu via the BBB.

  We see that you have opened a ticket with our print support team with the same questions and images provided here on BBB. They are currently working through their queue and should be responding to your ticket within the next 24 hours. They will be best able to review your images and answer your current questions as well as any follow-up questions you may have.

  Thank you for your patience in the meantime.

  Lulu

  Customer Answer

  Date: 01/20/2026

   
  Complaint: 24393666
  
  I am rejecting this response because: We started on reaching a great resolution last week, but we have stopped receiving responses since Friday on the support ticket. As we are still waiting for a book to be fixed and reordered, I would like to keep this BBB complaint open until we reach the agreed upon outcome and resolution.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 01/22/2026

  Thank you for reaching back out to Lulu via the BBB.

  We see that the print agent assisting you with your ticket has now placed a replacement order (USD-C3476512) and that order is currently in production. As soon as it finishes printing, you should receive an email with the tracking number for the replacement package. You should also be able to view the order within your Lulu account.

  We appreciate your patience while production finishes and we work toward a resolution with you.

  Kind regards,

  REMOVED

• Initial Complaint

  Date:12/18/2025

  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.

  First off let me say I have proof to back up my complaint against Lulu.com via screenshots and emails. My complaint is as follows. I retired a book I authored that I had on their website several years ago. After two years and not a single sales reported by Lulu I retired that book. According to their own words once a book is retired no new copies are printed or sold. That was an outright lie. I retired that book several years ago and a family member recently told me it was still listed on REMOVEDfor one. I asked them to order one ,which they did and received it shortly after the order was placed on REMOVED. We have a confirmation from REMOVEDof that sale. That sale was never reported in my sales and payment page. I contacted Lulu support and their excuse was REMOVEDhad an existing inventory and once that was sold they would retire the listing. Another lie. If a BBB accredited company like Lulu prints and sells a book and doesn't report it or pay the author isn't that the definition of theft and copyright infringement? For a bookseller to even have an inventory they would have had to purchase multiple copies of my retired book. No such sale was ever reported in my sales and payment page on Lulu. Lulu is a print on demand printer site and they don't print a copy unless it was ordered and paid for. In November of this year 2025 Lulu posted a new sale of one copy of my retired book. When I contacted customer support their reply was the same excuse of an existing inventory . Another lie. If the book seller had an existing inventory why did they need to order a new copy? Their existing inventory does not exist and inventory is simply a listing of my retired book still on sites such as Amazon that Lulu refuses to delete, for their own profit.REMOVED12/18/2025

  

  Business Response

  Date: 12/18/2025

  Thank you for reaching out to Lulu via the BBB.

  There are some unique scenarios in which a book that was retired could potentially sell after the retirement date. This could include retailer pre-printed copies or an electronic communication interruption with the retailer. These types of situations are fairly rare, but can occur. If it has been more than 6-8 weeks since a change to a retail listing was initiated by you on our site and it is still not reflected, please reach back out so we can investigate further.

  We see that this is definitely the case in your situation and that you are currently in contact with one of our support agents via a support ticket. We have asked the agent to do some additional research and provide additional follow up on your ticket. We also took a quick look, and while the agent will be following up via the ticket, can tell you that there seems to have been a disruption to the signal letting the retailer know to retire the book, which is why the listing was still active. That has now been corrected, and the listing should become inactive soon. We also checked for the sale you mentioned, and can confirm that the sale was reported in November via the REMOVEDnetwork, and is shown on the corresponding Payee in your account.

  The agent in the ticket will be happy to show you where to find that information and answer additional questions if you have them.

  Kind regards,
  Lulu

• Initial Complaint

  Date:12/08/2025

  Type:Billing 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.

  Complaint Type: Seller / Publisher Withholding Royalties & Records Business: Lulu Press, Inc.Issue Summary:Lulu Press is denying verified author access to his royalty earnings, sales history, and distribution records for his published book, despite repeatedly confirming his rights holder status.Details:Author: REMOVEDBook: No Struggle No Progress A Rocks Story ISBN: REMOVEDdoes not have access to the original account because he did not personally set it up.However, Lulu has refused to provide effective account recovery support or direct disclosure of the royalty and distribution data legally owed to the author.Attempts made: Multiple calls to all listed Lulu phone numbers (no live support available) Repeated email/ticket requests under Ticket #REMOVEDOver a week with no actionable assistance We believe Lulu is improperly withholding: REMOVEDearnings rights holder publishing records global distribution data Which may indicate systemic non-compliance with author rights and compensation obligations.Resolution Requested: Immediate account recovery assistance OR direct delivery of all financial and distribution records owed Clear communication with a responsible supervisor Transparent and timely support moving forward

  

  Business Response

  Date: 12/08/2025

  Thank you for reaching out to Lulu via the BBB.

  All support for the Lulu platform is done via chat or email. We do not offer phone support at this time. We have reviewed the support ticket and are unable to confirm the identity of the individual contacting us or verify that they represent the author. As we have explained in the support ticket, we take account security seriously, and without proper verification from the author or other proof that the party is authorized to act on behalf of the author, we cannot provide specific details about the account or the information contained in the account.
  

  At this time we have provided general details about how to use Lulu, how to regain access to an account, and how to view Sales information. Please have the author reach out directly from the email address listed on the account or forward the current message from the ticket to him so he can reply directly to the support ticket so that we can verify his identity.
  

  Once we are able to verify the information for the author, we will be happy to provide more specific information about the account and next steps.
  

  Thank you for understanding.
  

  REMOVED.
  Senior Manager, Customer Experience
  REMOVED

  
  

• Initial Complaint

  Date:11/29/2025

  Type:Delivery 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.

  Order No: USD-C3247593 I have tried contacting Lulu Press regarding the above order. I received an email stating that they would be in contact in two days, but I have had no response. The order was for $68.55, and I have not received it. Also, they keep referring to me by a name that has been legally changed by a court and is reflected on my account. REMOVEDis no longer my name; my name was legally changed to REMOVED. I tried sending an email with my ID, but REMOVEDclosed the case. This is not professional at all.

  

  Business Response

  Date: 12/01/2025

  Thank you for reaching out to Lulu via the BBB, REMOVED. We apologize if messages have reached you using your old name. Please be sure to update your contact information within your account and within your Payees to ensure that our automated messages are addressed properly.

  Please note, our offices have been closed since Thanksgiving and we are working as quickly as we can to get back to everyone that contacted us since then. That being said, we see that you currently have a support ticket open with us (REMOVED) and an agent will be in touch within the next 48 hours.

  From a quick glance at the order, it appears that a portion of the order may still be being held by the post office. You should be able to take the tracking number for your package from within your account and view it on the REMOVEDwebsite or go to your local post office with that number to see if they can locate the package. If not, please do let us know and we will be happy to assist you.

  To reduce the risk of your reply from getting lost, please be sure to reply to any email from ticket REMOVEDinstead of creating new tickets. We look forward to assisting you.

  Kind regards,

  REMOVEDB
  Lulu

   

  Customer Answer

  Date: 12/03/2025

   
  Complaint: 24204916
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVEDKidman 

  First of all, I never asked for this package to be held at the post office. Second of all, kindly do not get condescending with me; if you look, all this has been updated on my account. I have no way to get to the post office to retrieve that order. I will not be spoken to in a manner by you that suggests that I am a child or that I am stupid, which is what your tone implies. I have told your company multiple times that my name was changed; in fact, I had to submit proof of my name prior to updating my account. Also, do you not realize that my tax forms are in REMOVED?

   

  

  Business Response

  Date: 12/03/2025

  Hi REMOVED,

  My apologies, in no way was my previous message meant to have a tone of any kind. Looking at your account again, I see that between you and the agent, your name has now been updated everywhere. 

  As for the package, I reviewed the tracking and the REMOVEDsite states it was delivered it to a parcel locker. If for any reason you do not see the parcel locker key, please reach out to your local post office so they can look into it. If you have any other questions, please feel free to reply to the agent in your support ticket and they will be happy to assist you.

  Kind regards,

  REMOVEDB
  Lulu

  Customer Answer

  Date: 12/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/07/2025

  Type:Sales and Advertising 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.

  I am a small business owner and writer, who uses LULU to self-publish my books. Three years ago, I sent to LULU a REMOVEDResale Certificate from the REMOVEDto be exempt from LULU collecting CT state taxes from me when I order books from them. (They should have my Certificate on file). I have included a copy of their email response from three years ago attached to this complaint. I did not attach the REMOVEDResale Certificate since it contains PII, but I can provide it if needed.I operate in a small margin to make my books affordable for those who purchase them. However, now, for some reason LULU has begun charging me this tax again. So, when I resell the books in REMOVEDI am paying the Connecticut Sales tax twice, once to LULU and once to the State of REMOVEDwhen I file with them quarterly for my sales. I have tried numerous times to get LULU to correct the issue, however they only have an email Help Desk and they are delaying getting this corrected. (You cannot call LULU directly and speak to a live person.) Thus far I have tried reopening tickets, opening new tickets, sending them emails, and trying to resubmit on their website, with no success. If they are using AI, it isnt working.I hesitate to order any new books from them until this is corrected. (I dont want to pass the added expense onto my customers.) Also, now that this is still wrong, I may not be able to participate in LULUs end-of-year sales as their coupon codes expire after a week.1. Could you please help me correct this and ensure that LULU honor my Tax-Exempt status within REMOVED?2. Also, since I missed the 15% off coupon that LULU provided this week due to their failure to act, I would like to have the 15% off coupon extended to when they get my CT Tax Exemption corrected.Thank you. Yours very truly, REMOVED

  

  Business Response

  Date: 11/07/2025

  Thank you for contacting Lulu via the BBB.

  We have reviewed the ticket submitted via our portal and see that the support agent was able to apply the new expiration date to your Sales & Tax Resale Certificate in our system.

  The coupon is still active at this time, so you should be able to use it to place those orders.

  Please note that while all support is done via email, we will respond within two business days to all requests (usually sooner). If you ever have additional questions, you are more than welcome to reply to the email to reopen the ticket.

  Thank you again for contacting Lulu.

  REMOVED.
  Lulu

   

  Customer Answer

  Date: 11/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/21/2025

  Type:Billing 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.

  10/20/2025Yes, hello my name is REMOVEDI would like to file a complaint against Business-Orginization: REMOVEDCreated an account with this Company threw my email: REMOVED3 months ago for a book that I was trying to publish and sell that I created, called: Mount Etna's Hidden Caves and Vineyards, it has not sold for over 3 months now and I'm trying to figure out why?....There are a lot of things not adding up or making any since I created an account with this company wanting to sell my book online through them,....So I was trying to give the company a call because I needed help the first phone number for them: REMOVEDthe phone line drops I cant leave a message for them, the second phone number REMOVEDI cant leave a message for them and I cant Cant reach customer service directly when calling this line I try emailing them threw: REMOVEDand I either don't get emails back from them or when I do they don't legitly answer questions that I need help with which is why I'm filing a BBB complaint about things today,..... So for the past three months I created an account with this company wanting to publish my book: Mount Etna's Hidden Caves and Vineyards Why hasn't it been sold?..I'm also trying to understand and figure out if the general public wants to purchase my book,... If my Payment methods are set up correctly,... for me to receive payments from the general public my primary payment of how I wanted to be paid would be through my REMOVEDaccount for: REMOVEDWhen I go into my payment area everything is grayed out?.... REMOVEDplease see attached letters for full-complaintREMOVED

  

  Business Response

  Date: 10/22/2025

  Thank you for reaching out to Lulu via the BBB.

  All of our support is via chat or email. We do not offer phone support at this time.

  We see that you were able to create a support ticket on our site and that you and an agent on our support team have been in direct communication via email (Ticket ID REMOVED.

  As mentioned in the ticket, there have been no sales of your book so far. Anytime a sale is made on Lulu it will be reported the same day on your Sales & Payments page. Sales from outside sources first have to be reported to us and then are reported to you within your account as outlined in our Terms and Conditions. We assure you that any sales that are made, whether on Lulu or through other channels will be automatically reported within your account. Unfortunately, we can't tell why your book may not be selling; but we do have some marketing suggestions that we can share with you on how to better market your book to increase the chance your books will sell.

  The best place way to get all of your questions answered, including those about payments, setting up how to receive payments, or to receive suggestions for marketing your work is to continue to reply to the emails from the support agent from your ticket. That way any questions you have can be answered and we can use screenshots and examples to answer those questions (options not available to us here on BBB).

  If you ever need additional assistance once the agent has replied, please reply to the email and we will be happy to help.

  Kind regards,

  REMOVEDB
  Lulu

  Customer Answer

  Date: 10/24/2025

   

  10/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

  I give BBB permission to close out my complaint with LuLu,..... REMOVEDalready closed my account-Down with them,.. They Obviously Don't-Care about there Clients and helping to advertise books for clients to help make there clients money for there books and or make profit themselves at the same time my book sat in there system for I believe over 3-5 months while they did nothing they didn't do anything about it like thee website said they were supposed to,....

  I will be going to other book publishing companies that care about my well being, that want to make some profit off of advertising and selling my book to other people across the country,.....

  ( It is Not ok, for any REMOVEDto sit around and not do anything not help out so that book writers lives don't go anywhere in life and that's exactly what they were doing to me),......  In being Sheer Lazy in Advertising my book,....They didn't even advertise my book in other country's either like they said they were going to do when I first created the account.

  If REMOVEDcan please allow this to become a BBB Review I would greatly appreciate it,.....

  Sincerely,
  
  REMOVED