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Submitted our manuscript for publishing services back in January and it is now April with almost no communication from their team. Every time I email I get a canned response saying someone will follow up within 48 hours and then nothing happens. I have invested time and money into this project and feel completely abandoned. Would not recommend their publishing services at all.
Paid for expedited shipping and the order arrived 9 days late. When I reached out to customer service I was put on hold for over 40 minutes and then disconnected. I tried the chat feature on the website and got automated responses that didn't help at all. The books themselves were fine but the customer experience was absolutely terrible.
I have been trying to get a refund for a damaged item for over a month. The baby book I received had water damage on the pages and smelled musty. I sent photos immediately and was told a replacement or refund would be processed within 7 to 10 business days. It has now been 35 days and I have received nothing. I am disputing the charge with my credit card company.
I never received my order and the website still shows it as 'processing' after four weeks. I've sent three emails and two chat messages with no real resolution. The only response I got was a templated email saying they were experiencing delays. I ordered this as a baby shower gift and the shower has already come and gone. Absolutely unacceptable.
Ordered a custom baby memory book as a gift and the customization was completely wrong. The baby's name, gender, and birthdate were all incorrect despite me filling out the form carefully. I have the confirmation email proving what I submitted. Customer support asked me to re-submit the form and wait another two to three weeks for a corrected version. Completely unacceptable for a gift item.