Initial Business Response /* (1000, 5, 2014/10/17) */
Contact Name and Title: ** *** *** **
Hello ***,
*** has asked me to review this situationPlease note that we have hour before an order is received by our print partnerAfter this happens, Blurb is charged for the
full production cost of the booksThis means we eat the cost of the books, which is obviously not a tenable long term practiceWhile we do not usually cancel orders after the hour, I have done soPlease look for a full refund to be processed back to your account in several business days
Here's how to cancel an order yourself within the hour windowThis must be done within one hour of the order being placed
Sign in to your blurb.com account: https://secure.blurb.com/my/account/login
Go to My Account>Order History: http://www.blurb.com/my/account/order_history
Click on the order number you want to cancel
Click the Cancel button to cancel and completely refund that entire order
If you do not see the Cancel button that means the one-hour window has passed *** it is too late to cancel that order
You can see more information, and an image showing the Cancel button, here:
https://support.blurb.com/entries/XXXXXXXX
Please let me know if you have any questions
Best Wishes,
**
Blurb Customer Support
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: ** ***, Director of CS
Hello ***,
I am very sorry to read about the problems with your recent orderI am also sorry for the time it took us to fully investigate the issue and come up with a solution
Our goal is to get you books you will be happy with, the solution sometimes takes longer than we'd hope to findI see that one my Managers has reached out to you with coupon codes to make changes to your original file and order replacements for freePlease follow up with *** and we'll make sure this gets resolved
Thank you for your patience and understanding!
Best,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/05/19) */
the issue has been resolved to my satisfactionThanks
Initial Business Response /* (1000, 5, 2014/12/10) */
Hello ***,
I am very sorry to read that your first experience with Blurb has been so frustratingThis is definitely not what we are shooting for
As a print on demand company, we only produce the books that are submitted by our
customersOur system is highly automated and we don't have the ability to make changes to the book after the hour cancellation window has expiredWhile we do not usually offer refunds, if you would like to return the book, I would be happy to issue you a full refund for this order
If you are interested in uploading an updated version of the book, please let me know and I will send you a coupon code for the print cost to order the new version
I will follow up with this same message in the support thread
I certainly understand the frustrationI would also be frustrated in this situationPlease know that the members of my team are doing their best to helpI appreciate the need to vent, and am ok with certain words to express frustration, I am not ok with them being used in a hurtful manner against my team
Best Wishes,
** ***
Director, Customer Support
Blurb, Inc
Our family's first two books printed by Blurb were fineI found their software easy to useHowever the third book had half the photos printed too darkI'm a photographer and I'd prepped the photos in PhotoshopI asked for a partial refund or a reprinting, but they refused, claiming the books were within "printing tolerances." I even wrote the CEO but heard nothing backNow I'm pursuing a remedy with my credit card companyI think part of their problem is that they use various printers around the country, so the results are inconsistentStill, these books are expensive and I expect quality resultsI think Blurb sometimes hopes that uncritical customers will accept sub-standard printingBlurb can do better in terms of printing quality and guaranteeing customer satisfactionI am warning the rest of my family and others to avoid using Blurb
Initial Business Response /* (1000, 5, 2014/11/10) */
Hello ***,
I am terribly sorry that we have had so much trouble fulfilling this orderI see that you are in contact with *** from my team, who has refunded this orderShe has also ordered another reprint
Please respond to her if we
can be of any additional assistanceThank you very much for your patience and understanding
Best Wishes,
** ***
Director, Customer Support
Blurb, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have indeed received a response from the business however I still have no book
Final Consumer Response /* (2000, 9, 2014/11/13) */
11-13-
Sent via email:
We can close tis case as blurb Inc shipped me the book I ordered
Thank ou for your help
*** ***
Initial Business Response /* (1000, 5, 2015/02/05) */
Hello *** - I am very sorry to read the frustrating experience you have had with my teamI've reached out to you via email to see if I can be of assistancePlease let me know
BLURB is not user friendlyThey will cheat you! DO NOT buy their Gift Cards because you cannot use them in tandem with their advertised special promotionsThey will try to get you to use your credit card rather than pre-paid gift cardVery fraudulent and misleadingNOT CUSTOMER ORIENTED! Stay away from BLURBNothing but a hassle and poor quality booksLots of repeat photos in books and almost impossible to editTerrible experience!
Initial Business Response /* (1000, 5, 2014/11/20) */
Hello ***,
Thank you for your patience; I am very sorry for the delay on thisWe have found that this payment was not received by your accountDue to this, I have resubmitted the payment to ***@gmail.com, which should post
to your account in approximately hoursPlease let me know if you have not seen it within that time
Thank you again for your patience and understanding!
Best Wishes,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/11/21) */
11-21-
Sent via email:
Thank you for your assistance with thisThe company reached out to me and has resolved the issue
Initial Business Response /* (1000, 5, 2014/02/24) */
Contact Name and Title: ** ***, Director of CS
Hello Revdex.com Team & ***,
As requested I have issued a full refund of this order ($62.68), which should post back to Mr*** PayPal account within 24hrs
Best Regards,
**
***
SrDirector, Customer Support
Blurb, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not change the deceptive business practices nor compensate me for time spent designing a book that had no chance of being produced as advertised
Blurb's bait and switch advertising/ordering process needs to change as does the abusive nature of the customer service as each and every order is done incorrectlyWhen notified, Blurb demands erroneous information in the face of proof after proof of Blurb's failed printing
Final Business Response /* (4000, 13, 2014/02/28) */
Hello Revdex.com Team and Mr***,
I want to clarify my understanding of Mr***' latest commentMy understanding, based on previous correspondence and photos, is the complaint is about the internal pages not matching the endsheet (not a mismatch between stock of the internal pages)As I mentioned in my first email to Mr***,the paper used for the internal pages is a separate stock from the paper used as endsheets, manufactured by separate millsWhile they are both white, they are not an exact matchWe would anticipate that you will be able to see a difference between the two papers, especially under a warm light
To the best of my knowledge, we do not promise anywhere on our site that the internal pages will be an exact match to the endsheetsIf this information is presented incorrectly somewhere, please let me know and I will get it changed
Along with the already provided full refund and free book, I would also be happy to send Mr*** a high resolution PDF of his book file, which he could use to produce a book with another manufacturer
Please let me know if you would like this file
Final Consumer Response /* (3000, 11, 2014/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Blurb fails to acknowledge the problem at the core, the book that had issues should have never been produced in the first place and my time building it was directly wasted by Blurb's advertising of Blurb services
Mr*** is again hijacking the conversations to be about a print errorThis is not the issue and this is the typical abusive and passive aggressive behavior done by Blurb over and over to deny and confuse issues with Blurb serviceMr*** specifically has a long history of this side stepping of issues as well
There should be no reason to again repeat the issueThis is what Blurb doesBlurb is not acting in the "good-faith" championed by the Revdex.com
The issue is that Blurb said I would get a book with white pages, yet the book came with white AND cream pagesThen after the order arrived and I notified Blurb, only then did Blurb admit that they cannot print a book with ONLY white pagesAfter the order was completeThe system at Blurb is falsely stating and selling services Blurb cannot provide and Blurb, specifically Mr***, has even informed me as suchThat is the issueThis abuse couldn't be any more black and white and is literally black and white, and cream
So as I have already stated here only to be ignored: In the order process, I was given the choice at two different points for a book with WHITE pages OR a book with CREAM pagesNot a book with a mixture of bothThe book had bothI notified Blurb and was told ONLY AFTER THE ORDER that my order was impossible, Blurb does not print books with all white pages - but that is what I orderedThat is not what I received
I provided Blurb with screen captures of both points of order I was givenThe options again, were white, or cream, NOT both, at both check points
Blurb needs to correct their ordering system and should compensate me as I have requested in the beginning of this moderation for the time wasted designing something that cannot be produced elsewhere nor be produced the way Blurb advertises, by Blurb's own admission (only after my order was trapped in the Blurb system)
This case could not be simpler and ** *** has not addressed the actual issue in both replies here
I have been doing business with Blurb for many yearsTime and again, they continue to do outstanding work and their customer service is terrificI highly recommend them to othersFYI - they have a great tool called BookSmart with which I used to create most of my books
Initial Business Response /* (1000, 6, 2014/10/22) */
Hello ***
I am very sorry that you have not yet received order XXXXXXXI see that *** Sfrom our Support team sent you an email yesterday requesting confirmation that the book could not be foundIf not, please respond to his
message and we will issue you a reprint to be shipped via expedited deliveryThank you again for your patience and understanding
Best Wishes,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 8, 2014/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved now
Initial Business Response /* (1000, 6, 2014/05/26) */
Hello [redacted],
I see that we have canceled and refunded this order, even though it was already in production. I will reach back out to you via our Support system to see if we can be of any additional assistance.
Best...
Wishes,
**
Initial Consumer Rebuttal /* (2000, 8, 2014/05/27) */
they dealt with the problem to my satisfaction!
thanks blurb
Horrible customer service. My order was apparently lost in the mail and after 48 hours of trying to get in touch with customer service, no follow up from the company. Very disappointed and frustrated.
Have been a satisfied customer of BLURB for more than 5 years. Their services have been expanded and improved over that period. The quality of their offering and customer service reflects high standards in their selection of coworkers. I have recommended Blurb to friends and associates.
Initial Business Response /* (1000, 5, 2016/01/04) */
Hi there,
In reviewing your support ticket, I see that we have already submitted reprints for this defective order. Please reach out to Blurb Customer Support at www.blurb.com/help if you require any further assistance with your...
order.
Thanks!
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My case was finally resolved and my books were reprinted free of charge. I never received a response back from contacting Blurb customer support through the company site.
I resorted to sending them a message via Facebook in which to my surprise, I received an immediate response within 5minutes. [redacted], my customer rep, handled my case within 4hrs! A new reprint order was processed, with overnight shipping upon completion.
I'd give them 5 out 5 stars!!! Get unbeatable prices with 30% extra promo codes! Wonderful quality! I got a 176page hardcover/wraparound (the picture is printed on the hardcover not a dust jacket) with standard 100# paper for only $49 bucks! Thats after the 2015 mother's day promo code [redacted] was used to get 30% off. The shipping is only $5.90 & it arrived in 10days! One trick, order a PDF formate of your book for only $4.99; then look over that before order a hardcopy. The PDF format show you what is cut off better then the blurb "preview" button. I will use blurb again!!! Just try it!
Initial Business Response /* (1000, 5, 2014/04/22) */
I am very sorry to read about the frustration with your order. As a custom created product, we produce the file which is submitted to print. While we do not usually offer compensation for design selections, we have offered a 75% discount...
coupon. This will allow the file to be updated and replacement ordered for a fraction of the cost.
The originally received books may also be kept as a bonus.
Final Consumer Response /* (2000, 7, 2016/01/15) */
I already placed the new order with no aditional payment required. I think you can close this claim
Initial Business Response /* (1000, 5, 2014/10/17) */
Contact Name and Title: ** *** *** **
Hello ***,
*** has asked me to review this situationPlease note that we have hour before an order is received by our print partnerAfter this happens, Blurb is charged for the
full production cost of the booksThis means we eat the cost of the books, which is obviously not a tenable long term practiceWhile we do not usually cancel orders after the hour, I have done soPlease look for a full refund to be processed back to your account in several business days
Here's how to cancel an order yourself within the hour windowThis must be done within one hour of the order being placed
Sign in to your blurb.com account: https://secure.blurb.com/my/account/login
Go to My Account>Order History: http://www.blurb.com/my/account/order_history
Click on the order number you want to cancel
Click the Cancel button to cancel and completely refund that entire order
If you do not see the Cancel button that means the one-hour window has passed *** it is too late to cancel that order
You can see more information, and an image showing the Cancel button, here:
https://support.blurb.com/entries/XXXXXXXX
Please let me know if you have any questions
Best Wishes,
**
Blurb Customer Support
Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: ** ***, Director of CS
Hello ***,
I am very sorry to read about the problems with your recent orderI am also sorry for the time it took us to fully investigate the issue and come up with a solution
Our goal is to get you books you will be happy with, the solution sometimes takes longer than we'd hope to findI see that one my Managers has reached out to you with coupon codes to make changes to your original file and order replacements for freePlease follow up with *** and we'll make sure this gets resolved
Thank you for your patience and understanding!
Best,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/05/19) */
the issue has been resolved to my satisfactionThanks
Initial Business Response /* (1000, 5, 2014/12/10) */
Hello ***,
I am very sorry to read that your first experience with Blurb has been so frustratingThis is definitely not what we are shooting for
As a print on demand company, we only produce the books that are submitted by our
customersOur system is highly automated and we don't have the ability to make changes to the book after the hour cancellation window has expiredWhile we do not usually offer refunds, if you would like to return the book, I would be happy to issue you a full refund for this order
If you are interested in uploading an updated version of the book, please let me know and I will send you a coupon code for the print cost to order the new version
I will follow up with this same message in the support thread
I certainly understand the frustrationI would also be frustrated in this situationPlease know that the members of my team are doing their best to helpI appreciate the need to vent, and am ok with certain words to express frustration, I am not ok with them being used in a hurtful manner against my team
Best Wishes,
** ***
Director, Customer Support
Blurb, Inc
Our family's first two books printed by Blurb were fineI found their software easy to useHowever the third book had half the photos printed too darkI'm a photographer and I'd prepped the photos in PhotoshopI asked for a partial refund or a reprinting, but they refused, claiming the books were within "printing tolerances." I even wrote the CEO but heard nothing backNow I'm pursuing a remedy with my credit card companyI think part of their problem is that they use various printers around the country, so the results are inconsistentStill, these books are expensive and I expect quality resultsI think Blurb sometimes hopes that uncritical customers will accept sub-standard printingBlurb can do better in terms of printing quality and guaranteeing customer satisfactionI am warning the rest of my family and others to avoid using Blurb
Initial Business Response /* (1000, 5, 2014/11/10) */
Hello ***,
I am terribly sorry that we have had so much trouble fulfilling this orderI see that you are in contact with *** from my team, who has refunded this orderShe has also ordered another reprint
Please respond to her if we
can be of any additional assistanceThank you very much for your patience and understanding
Best Wishes,
** ***
Director, Customer Support
Blurb, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have indeed received a response from the business however I still have no book
Final Consumer Response /* (2000, 9, 2014/11/13) */
11-13-
Sent via email:
We can close tis case as blurb Inc shipped me the book I ordered
Thank ou for your help
*** ***
Initial Business Response /* (1000, 5, 2015/02/05) */
Hello *** - I am very sorry to read the frustrating experience you have had with my teamI've reached out to you via email to see if I can be of assistancePlease let me know
BLURB is not user friendlyThey will cheat you! DO NOT buy their Gift Cards because you cannot use them in tandem with their advertised special promotionsThey will try to get you to use your credit card rather than pre-paid gift cardVery fraudulent and misleadingNOT CUSTOMER ORIENTED! Stay away from BLURBNothing but a hassle and poor quality booksLots of repeat photos in books and almost impossible to editTerrible experience!
Initial Business Response /* (1000, 5, 2014/11/20) */
Hello ***,
Thank you for your patience; I am very sorry for the delay on thisWe have found that this payment was not received by your accountDue to this, I have resubmitted the payment to ***@gmail.com, which should post
to your account in approximately hoursPlease let me know if you have not seen it within that time
Thank you again for your patience and understanding!
Best Wishes,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/11/21) */
11-21-
Sent via email:
Thank you for your assistance with thisThe company reached out to me and has resolved the issue
Initial Business Response /* (1000, 5, 2014/02/24) */
Contact Name and Title: ** ***, Director of CS
Hello Revdex.com Team & ***,
As requested I have issued a full refund of this order ($62.68), which should post back to Mr*** PayPal account within 24hrs
Best Regards,
**
***
SrDirector, Customer Support
Blurb, Inc
Initial Consumer Rebuttal /* (3000, 7, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response did not change the deceptive business practices nor compensate me for time spent designing a book that had no chance of being produced as advertised
Blurb's bait and switch advertising/ordering process needs to change as does the abusive nature of the customer service as each and every order is done incorrectlyWhen notified, Blurb demands erroneous information in the face of proof after proof of Blurb's failed printing
Final Business Response /* (4000, 13, 2014/02/28) */
Hello Revdex.com Team and Mr***,
I want to clarify my understanding of Mr***' latest commentMy understanding, based on previous correspondence and photos, is the complaint is about the internal pages not matching the endsheet (not a mismatch between stock of the internal pages)As I mentioned in my first email to Mr***,the paper used for the internal pages is a separate stock from the paper used as endsheets, manufactured by separate millsWhile they are both white, they are not an exact matchWe would anticipate that you will be able to see a difference between the two papers, especially under a warm light
To the best of my knowledge, we do not promise anywhere on our site that the internal pages will be an exact match to the endsheetsIf this information is presented incorrectly somewhere, please let me know and I will get it changed
Along with the already provided full refund and free book, I would also be happy to send Mr*** a high resolution PDF of his book file, which he could use to produce a book with another manufacturer
Please let me know if you would like this file
Final Consumer Response /* (3000, 11, 2014/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again Blurb fails to acknowledge the problem at the core, the book that had issues should have never been produced in the first place and my time building it was directly wasted by Blurb's advertising of Blurb services
Mr*** is again hijacking the conversations to be about a print errorThis is not the issue and this is the typical abusive and passive aggressive behavior done by Blurb over and over to deny and confuse issues with Blurb serviceMr*** specifically has a long history of this side stepping of issues as well
There should be no reason to again repeat the issueThis is what Blurb doesBlurb is not acting in the "good-faith" championed by the Revdex.com
The issue is that Blurb said I would get a book with white pages, yet the book came with white AND cream pagesThen after the order arrived and I notified Blurb, only then did Blurb admit that they cannot print a book with ONLY white pagesAfter the order was completeThe system at Blurb is falsely stating and selling services Blurb cannot provide and Blurb, specifically Mr***, has even informed me as suchThat is the issueThis abuse couldn't be any more black and white and is literally black and white, and cream
So as I have already stated here only to be ignored: In the order process, I was given the choice at two different points for a book with WHITE pages OR a book with CREAM pagesNot a book with a mixture of bothThe book had bothI notified Blurb and was told ONLY AFTER THE ORDER that my order was impossible, Blurb does not print books with all white pages - but that is what I orderedThat is not what I received
I provided Blurb with screen captures of both points of order I was givenThe options again, were white, or cream, NOT both, at both check points
Blurb needs to correct their ordering system and should compensate me as I have requested in the beginning of this moderation for the time wasted designing something that cannot be produced elsewhere nor be produced the way Blurb advertises, by Blurb's own admission (only after my order was trapped in the Blurb system)
This case could not be simpler and ** *** has not addressed the actual issue in both replies here
I have been doing business with Blurb for many yearsTime and again, they continue to do outstanding work and their customer service is terrificI highly recommend them to othersFYI - they have a great tool called BookSmart with which I used to create most of my books
Initial Business Response /* (1000, 6, 2014/10/22) */
Hello ***
I am very sorry that you have not yet received order XXXXXXXI see that *** Sfrom our Support team sent you an email yesterday requesting confirmation that the book could not be foundIf not, please respond to his
message and we will issue you a reprint to be shipped via expedited deliveryThank you again for your patience and understanding
Best Wishes,
**
Blurb Customer Support
Initial Consumer Rebuttal /* (2000, 8, 2014/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been resolved now
Initial Business Response /* (1000, 6, 2014/05/26) */
Hello [redacted],
I see that we have canceled and refunded this order, even though it was already in production. I will reach back out to you via our Support system to see if we can be of any additional assistance.
Best...
Wishes,
**
Initial Consumer Rebuttal /* (2000, 8, 2014/05/27) */
they dealt with the problem to my satisfaction!
thanks blurb
Horrible customer service. My order was apparently lost in the mail and after 48 hours of trying to get in touch with customer service, no follow up from the company. Very disappointed and frustrated.
Have been a satisfied customer of BLURB for more than 5 years. Their services have been expanded and improved over that period. The quality of their offering and customer service reflects high standards in their selection of coworkers. I have recommended Blurb to friends and associates.
Initial Business Response /* (1000, 5, 2016/01/04) */
Hi there,
In reviewing your support ticket, I see that we have already submitted reprints for this defective order. Please reach out to Blurb Customer Support at www.blurb.com/help if you require any further assistance with your...
order.
Thanks!
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My case was finally resolved and my books were reprinted free of charge. I never received a response back from contacting Blurb customer support through the company site.
I resorted to sending them a message via Facebook in which to my surprise, I received an immediate response within 5minutes. [redacted], my customer rep, handled my case within 4hrs! A new reprint order was processed, with overnight shipping upon completion.
I'd give them 5 out 5 stars!!! Get unbeatable prices with 30% extra promo codes! Wonderful quality! I got a 176page hardcover/wraparound (the picture is printed on the hardcover not a dust jacket) with standard 100# paper for only $49 bucks! Thats after the 2015 mother's day promo code [redacted] was used to get 30% off. The shipping is only $5.90 & it arrived in 10days! One trick, order a PDF formate of your book for only $4.99; then look over that before order a hardcopy. The PDF format show you what is cut off better then the blurb "preview" button. I will use blurb again!!! Just try it!
Initial Business Response /* (1000, 5, 2014/04/22) */
I am very sorry to read about the frustration with your order. As a custom created product, we produce the file which is submitted to print. While we do not usually offer compensation for design selections, we have offered a 75% discount...
coupon. This will allow the file to be updated and replacement ordered for a fraction of the cost.
The originally received books may also be kept as a bonus.
Final Consumer Response /* (2000, 7, 2016/01/15) */
I already placed the new order with no aditional payment required. I think you can close this claim