Lena,
I am so sorry you had a negative experience. I have refunded your order for you. I hope this helps.

Denis,
Can you tell me the order number? I will see what I can do.

I hate to join in the party with those who have items stuck in fulfilling status which haven’t shipped yet, but I am so frustrated, I could scream. My order number is 3800592 and my case numbers are 00357510 and 00358557. I ordered my item, a 2010 Datebook on 12/16/09, hoping that it would arrive by 12/31/09, which should be plenty of time to receive a periodical for the new year. However, my item has not shipped and has been in fulfilling status since the day it was ordered, which will be 15 days ago tomorrow. I have sent a couple of email support requests and even responded to the automated responses, making sure the ref #’s/case #’s were in the subject line and I haven’t received a response from anyone. I contacted the publisher of this periodical and they got back to me immediately and said there should be no reason why my order hasn’t shipped, especially since others ordered the same item on the same day as me from Lulu and already have theirs! I don’t want to be flippant, but this is completely unacceptable! Could you possibly help to find out what is going on here? Thanks!

Rachelle,
I just checked, and your order shipped yesterday. Because of the delay, customer service has refunded your shipping for you. I hope this helps, and if you have any further issues, please let us know.

I have had a similar experience to others who have posted comments here.

I ordered a larger run (100) of a very popular local dictionary I have published through Lulu.

I am selling the books to a very small bookstore. Since I placed the order on Dec 15 before the deadline AND because I received an email stating the shipping would be changed to the fastest method in order to arrive my Christmas, I told my customer, who in turn, told her customers that the books would be in for Christmas. I had presold all of the books.

Many people had a very unhappy Christmas since the book did not arrive.

Perhaps the most frustrating is that books have not even shipped yet on Dec 29. I have placed many customer service inquiries and even contacted someone at sales via the phone but nothing has helped.

Please please please help!

At this point I am too discouraged to be angry. Your companies lack of professionalism has made me look unprofessional since so many customers are without books.

Sincerely,
Rachelle Beaudoin

I am extremely disappointed with the customer service response time and shipping time of my lulu order. I paid for overnight shipping, to have my order arrive by Christmas and my order has yet to ship. I am applying to Graduate School for architecture, and had ordered my portfolios through lulu. Because my order has yet to arrive, let alone ship, I was forced to order another set of portfolios and pay a large premium to a local printer to have my portfolios in in time. I allowed an extra week for lulu to deliver my books late, after the date promised by my overnight shipping arrangement, and lulu was unable to deliver my product in any reasonable or unreasonable time frame.

I am so disappointed and frustrated with this experience. I trusted lulu to deliver on-time and as promised and lulu let me down.

I was expecting to recommend lulu to my professors and colleagues who often need to publish portfolios for academic and professional reasons. Given my experience so far with the lack of service and stalled fulfillment and shipping, I cannot say that I will ever recommend lulu.

I hope the service department can finally turn my experience around with a refund of my overnight shipping and my full order purchase amount. Because of lulu’s inability to deliver as promised, I was forced to pay 3 times my purchase order amount to have new portfolios printed so that they were in by the deadlines – all because of lulu’s error.

Please make this situation right. I am feeling punished for trusting your service.