ComplaintsforChronicle Books
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Back in April of 2022, I submitted a physical manuscript for consideration to being published, I even enclosed a self stamped addressed envelope with it like their instructions asked..I haven't heard anything back..I have continually emailed them,with no response back..if they aren't interested, I understand, but at least send me a letter using the envelope I sent to let me know.If there is anything you can do, I would appreciate it.I trusted them, because they sounded like a good company to work with, guess I was wrong..Sincerely ***************************Business response
07/26/2022
Im sorry *************************** is dissatisfied by our lack of response to a manuscript she submitted to us three months ago, in April. By way of desired settlement, your letters note that she be contacted by our business. I have requested that her submission be reviewed and replied to as soon as possible and, if its not for us, that her material be returned to her.
Unlike many other publishers, we do accept unsolicited manuscripts. And although we receive tens of thousands of submissions each year, we review every one. Our submission guidelines are posted on our website and note that:
- We need 6 months to review a submission
- We cannot guarantee a response
- Submissions should be sent via email only.
This last point *** have changed after *************************** submitted her work in paper form and has been necessitated by the pandemic. Given that weve only recently transitioned from working fully from home, as we did throughout the pandemic, to a 2-day in-office hybrid model, it has become much harder to review physical submissions.
https://www.chroniclebooks.com/pages/submissions
We deeply appreciate the creativity of aspiring authors and illustrators as well as their interest in Chronicle Books. While I understand these guidelines *** try their patience, they do facilitate our commitment to review all the work that is submitted to us.
Please let me know if you have any other questions or concerns regarding this complaint.
Kind regards,
*********
Initial Complaint
04/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On October 12, 2021, I ordered a limited edition book from Chronicle. The book was advertised as signed by ***********************. Because this book was advertised as "signed," I paid $325 plus taxes for this item. When I received the book, the book itself was not signed - instead, it was a blank record sleeve that came with the book that was "signed." However, what's worse is that I recently learned that the sleeve was not in fact signed by *********************** at all - but instead, it was signed by an autopen machine that replicates ******************** signature. The signature is IDENTICAL to the signature received by others who purchased the book - as many autograph collectors know, it is impossible for a human being to sign their name the exact same way multiple times. Here is an article with further evidence in support of this claim: https://www.feelnumb.com/2022/03/09/***********************-fake-autograph-songteller-run-rose/I have made requests to the Company to refund my money and I have offered to return the item. The only response I have received from the Company is an offer for a coupon of $35. I spent $325 on an item that I would not have otherwise purchased if it had been as advertised - I want my money back (not a coupon for a fraction of the amount I spent!) I am happy to return the item, but the Company has not responded to my most recent emails.Business response
05/02/2022
This matter has been resolved with this customer and their money was refunded on April 19. When we first received complaints about this matter, we contacted ************************ team, who assured us of the legitimacy of the signatures. We corresponded with those who had expressed concerns to reassure them and, valuing our relationship with our customers, offered them a $35 gift certificate. Any customer who continued to express dissatisfaction was offered a refund upon return of the signed limited edition via a prepaid return label. Regretting their dissatisfaction and any inconvenience caused by the process, customers returning their limited edition were also invited to use the $35 gift certificate previously offered, should they so wish.Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am disputing the $353.85 charge made on October 8, 2021, to Chronicle Books for the book, ************************** Edition by ***********************. It has come to my attention this past week that the book is not signed but instead is a facsimile. This is not what I paid for. I have contacted Chronicle Books by email and I have received a tepid reply that we will get back to you. I have sent follow-up emails and I have called Chronicle Books and I have not received any follow-up to what is going on with my request for a refund.Business response
05/02/2022
This matter has been resolved with this customer and their money was refunded on April 19. When we first received complaints about this matter, we contacted ************************ team, who assured us of the legitimacy of the signatures. We corresponded with those who had expressed concerns to reassure them and, valuing our relationship with our customers, offered them a $35 gift certificate. Any customer who continued to express dissatisfaction was offered a refund upon return of the signed limited edition via a prepaid return label. Regretting their dissatisfaction and any inconvenience caused by the process, customers returning their limited edition were also invited to use the $35 gift certificate previously offered, should they so wish.Initial Complaint
03/25/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Chronicle Books sold me what was supposed to be a hand signed *********************** book titled Songteller. The book wasnt signed by her but instead was autopen. Since it is a bait and switch crime ***************** wont admit to the crime and Chronicle Books doesnt want to provide a refund. The autopen they used is the same template they used for her latest release *** Rose *** and the autopen machine left marks on the page. The autopenned autographs are all identical without one millimeter of difference between them. Autograph authenticators have already deemed it to be autopen and other book distributors have admitted it as well and issued refunds. The lack of business ethics and integrity being displayed by Chronicle Books is shocking . ****** search *********************** Book scam Chronicle Books Autopen . Dolly is 76 years old and can barely sign her name . Her current autograph looks nothing like the autopen signature sold by Chronicle Books. Chronicle Books knows they are guilty of bait and switch and they know an autopen machine was used. They just dont want to issue refunds.Business response
05/02/2022
This matter has been resolved with this customer and their money was refunded on April 19. When we first received complaints about this matter, we contacted ************************ team, who assured us of the legitimacy of the signatures. We corresponded with those who had expressed concerns to reassure them and, valuing our relationship with our customers, offered them a $35 gift certificate. Any customer who continued to express dissatisfaction was offered a refund upon return of the signed limited edition via a prepaid return label. Regretting their dissatisfaction and any inconvenience caused by the process, customers returning their limited edition were also invited to use the $35 gift certificate previously offered, should they so wish.Initial Complaint
10/18/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Business sold an extremely expensive item under misleading and false pretenses. Refuses to take responsibility or make it right.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.