ComplaintsforKirkus Media LLC

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have used Kirkus Media previously in relation to obtaining a review for a self-published novel. The review of extremely poor quality. I wrote back to the individual *****************, Submission Clerk - at Kirkus Media who was responsible for the process. He initially refused to reconsider redoing the review but following my raising the objection with a higher placed manager at Kirkus he relented and admitted that the review was of inferior quality and offered me the following two options:1.Redo the review 2.Refund I initially accepted the refund and then after some careful consideration I resubmitted the novel for a new review. This happened during the period of July 2023 and September 2023. I was somewhat appeased by the process, particularly as I was offered a refund although I had to fight for it. This June 11th 2024 I wrote to Kirkus and asked whether they would consider a manuscript, not a published novel, for a review. I was quoted $450USD. I accepted and sent in the manuscript. By the 15th 2024 of June, I had not received any of the following: 1.An acknowledgement of my manuscript 2.A receipt for my transaction I wrote on the 16th of June 2024 and requested that the review be cancelled. I was advised that it had been assigned to an editor. This was rather surprising, because when I requested a quote, I was told it would take TWO months from the date of submission. Being as there was no record of my submission, I felt that this individual *****************, Submission Clerk who had been untruthful and deceptive previously was doing the same again. Basically, telling me an untruth. I have since written to another individual at Kirkus who I was advised was of a higher position that the submission clerk and she took the same position. I would like to raise this matter with the BBB and furthermore I will be escalating it to the *** at Kirkus Media. If you can help in anyway in recovering my $450 USD, I would be very grateful.

  Customer response

  06/20/2024

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 25th I spoke to a representative from Kirkus about running an advertising campaign with them after having my book reviewed by them. I was lead to believe that this platform had high engagement and traction for books that they advertised. I was told a website ad could expect up to ******* impressions, with a minimum of *******. I was told that their promotion packages would kickstart sales for my book if I advertised with them, and that they had a broad audience of millions of users online.On August 27th I paid $2,800.00 to have a series of online and magazine ads run in October, including an ad design done by Kirkus. The ad campaign began on October 16th, and after 8 days of running (over halfway through) not a single sale has been attributed to the Kirkus ad. Upon review, it's clear that the online ads have very poor visibility and are garnering no engagement, and I had trouble even finding the ads myself. I brought up my issue with the Kirkus staff and they claim that my ad has ****** impressions. I suspect that this number is grossly inflated, but even if it is accurate, it's still not even close to being on track to reach the promised *******.On October 24th, I requested via email that Kirkus cease my campaign and refund me a portion of my payment due to their gross misrepresentation of their advertising platform. A Kirkus representative stated that they would be continuing my campaign and they did not provide a response to my request for a refund.I knew it was unlikely that I would make back my full investment by sales alone, but it's truly reprehensible that they ******* independent authors like me into paying almost $3,000 for absolutely ZERO return.

  Business response

  10/25/2023

  *********************** agreed with the contract and terms and conditions of his advertising campaign on 8/27/23 at 07:33 AM. The contract is attached and a link to the terms and conditions he accepted is below. The campaign is currently being fulfilled. **** requested to cancel the campaign on 10/24/23.  
  
  ****************************************************************
  
  To address his claims please refer to items 5 & 6 in our Terms & Conditions that were provided and agreed upon with the contract. 
  
  5. Placement, Rotation and Results. All Advertisement positions are subject to rotation during the Campaign Dates unless otherwise set forth on the PA. Kirkus is not responsible for placement of the Advertisement near competing products unless otherwise set forth in the PA. Advertiser agrees that more than one advertisement may display in the same advertisement position based on metrics established by Kirkus to ensure fair and best practices for all advertisers. Kirkus reserves the right to the rotation of the Advertisement unless otherwise agreed upon in writing in the PA. 
  
  Kirkus does not guarantee any results from the design, placement or publication of the Advertisement. 
  
  6. Cancellation. In order to cancel the publication of the Advertisement, a written notice from Advertiser must be received and acknowledged by Kirkus at least four (4) weeks prior to the first run date of the Campaign Dates. Failure to cancel within the given timeframe may result in the publication of the Advertisement. Kirkus reserves the right to charge for any Advertisement cancelled after the relevant Copy and Proof Deadline. Kirkus further reserves the right to resell the ad space of the Advertisement regardless of the timing of the Advertisements cancellation. Advertiser agrees that certain premium position and transition advertisements may not be cancelled. 

  
  

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   My issue with the transaction was that in my verbal exchange with *****************, I was flat out lied to and led to believe that the Kirkus website receives a high volume of traffic from consumers who will click the displayed ads and purchase books (which is not the case) and that the authors who advertise with them find success and value from the service (I also have since found this to be false based on the high number of testimonials AGAINST Kirkus). Kirkus, and in particular *****************, know full well that indie authors almost never ****** any meaningful sales from advertising with Kirkus Media, but she heavily insinuated to me that the opposite is true. Kirkus Media LLC is abusing the strong reputation established by Virginia Kirkus and the original Kirkus review, which no longer exists. They dishonestly used the Kirkus name to knowingly scam me, and they are continuing to do the same to other vulnerable independent authors like myself. Kirkus Media suggests that advertising with them has great value, when in fact, it has practically none.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  12/18/2023

  We already responded to this complaint on 10/25/2023

  *********************** agreed with the contract and terms and conditions of his advertising campaign on 8/27/23 at 07:33 AM. The link to the terms and conditions he accepted is below. 

  
  ****************************************************************
  
  To address his claims please refer to items 5 & 6 in our Terms & Conditions that were provided and agreed upon with the contract. 
  
  5. Placement, Rotation and Results. All Advertisement positions are subject to rotation during the Campaign Dates unless otherwise set forth on the **. Kirkus is not responsible for placement of the Advertisement near competing products unless otherwise set forth in the **. Advertiser agrees that more than one advertisement may display in the same advertisement position based on metrics established by Kirkus to ensure fair and best practices for all advertisers. Kirkus reserves the right to the rotation of the Advertisement unless otherwise agreed upon in writing in the **. 
  
  Kirkus does not guarantee any results from the design, placement or publication of the Advertisement. 
  
  *****************

  Indie Promotions Manager

  *********************************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The indie branch of Kirkus Media LLC provides paid review services to independent authors. They promise an objective review for your novel, one crafted by experienced parties and potentially influential. I paid Kirkus USD450 and submitted my manuscript. My project was professionally edited. After 7 weeks, I received my review. The review itself is not only poorly written but contains inaccuracies about the plot (one was acknowledged by them and slightly edited but it does not make a difference). Furthermore, there is no relevant feedback that could benefit me or my readership. It is mostly a warped summary. Kirkus failed to provide the service they promised. They have a long history of mistreating independent authors (as opposed to traditionally published), one documented online by dissatisfied customers. I chose to trust the institution but I suppose they are also part of an ecosystem that uses predatory practices to milk independent authors with very little respect for their craft or well-being. I am filing a formal complaint with you to exercise my rights as a consumer. I was denied a refund.Thank you.

  Business response

  04/06/2023

  To Whom it May ********************* you for reaching out to Kirkus with this complaint. I am providing a response from Kirkus Reviews in regards to Complaint #********.
  
  We received our first communication from *********************** on 3/17/2023, expressing his concerns with the review. On 3/22/2023 after further correspondence with the author, our team let him know that our full investigation process would take **** business days.
  
  After consulting with our editorial team, we responded on 3/31/2023, noting that the concerns he had raised were either subjective or supported by instances in the text. Our standard investigation process for author concerns includes consulting the book, the books reviewer, and Kirkus editors. We then provide a point-by-point response to authors. Our response to *********************** is as follows:
  
  Hi *****,
  
  Thank you very much for your patience in this matter. I have provided your comments to the Indie Editors, who have carefully considered your concerns.
  It is Kirkus Indies policy to address matters related to factual inaccuracies. While we understand your dissatisfaction, some of the items you listed were either supported by instances in the text or directly related to the reviewers interpretation. As you know, book reviews are inherently subjective in nature. Sometimes the authors intent for his or her work will not align with the reviewers interpretation. We have, however, made one change to the review.
  
  Here is a point-by-point response to your concerns:

  1. Author concern: This review was poorly written.

  Response: We have years of experience with the reviewers that we work with and systematically monitor our reviews so that they meet the criteria of our editorial standards. Our reviewer lays out provocative questions for the readerThe Watchmaker and his allies are dangerous, yes, but the question that really nags at ***** is: What if the bad guys are actually right?while providing analysis: The novels prose is vivid; ****** tendency to shift perspectives among characters (who are often unnamed) makes the plot difficult to follow; etc. As such, we cannot offer a second review based on the quality of this one.
  
  2. Author concern: The review contains discrepancies that suggest the reviewer did not fully read the manuscript.
  
  Response: We have a long track record with our reviewers, and we carefully monitor their reviews. We would not work with a reviewer who does not read the entire book.
  
  3. Author takes issue with the following sentence: In the halls of Congress, politicians joke about statutory **** and plot to exploit the public. Thats what the terrorist mastermind known only as the Watchmaker believes, at least.
  
  Author concern: It is a real life occurrence in the book, not the figment of the Watchmaker's imagination.
  
  Response: Yes, the politicians joke about statutory **** and plot to exploit the public [3-5] in the book. We have changed these sentences to read: In the halls of Congress, politicians joke about statutory **** and plot to exploit the public. Thats why the terrorist mastermind known only as the Watchmaker launched a covert attack on the seat of government, using a biotoxin to turn the ********** **** ********** and members of Congress into literal animals
  
  4. Author takes issue with the following sentence: The Watchmaker and his allies are dangerous, yes, but the question that really nags at ***** is: What if the bad guys are actually right?
  
  Author concern: ***** is actually the driving force behind the attack and works with the Watchmaker.
  
  Response: ***** does not meet the Watchmaker until more than halfway through the book, so she could not orchestrate the attack at the beginning.
  
  5. Author takes issue with the following sentence: The premise is *****, and ****** tendency to shift perspectives among characters (who are often unnamed) makes the plot difficult to follow. The main issue, however, is that the novel is simply too didactic, and as the story gets progressively weirder, readers may get lost.
  
  Author concern: There was never any issue with POVs after quality checks from editors. The novel is didactic because it is highly political and also classified as a satire.
  
  Response: This is a subjective concern regarding our reviewers interpretation of the text.
  
  Please find a revised version of your review attached here.
  
  Please note that were unable to make any further changes to the review. We dont want to disappoint you! But there are editorial guidelines that Kirkus must follow. We hope you understand.
  

  If you have any further questions, please feel free to reference our Customer Agreement or let me know.
  
  [END OF EMAIL TO ****************.]
  
  Please also note that our reviewer intentionally avoided the spoiler about *****'s affiliation with the Watchmaker, which is a major plot twist in ****************' work. Here is a quote from the text that backs up our reviewer's interpretation, from ***** and the Watchmaker's first in-person meeting (as far as the reader is aware):
  
  "***** found the [Watchmakers] reasoning and prospect seductive. The pigs on the Hill were known criminals, scams, but they were necessary to navigate through the system as it was designed. Unless" [172]
  
  Furthermore, as noted in the Kirkus Indies Customer Agreement, which **************** signed, we do not offer refunds: *****************************************************************************
  
  The Agreement includes a set of Customer Acknowledgments. By placing their order, customers acknowledge the following:
  
  The Review is subjective and shall be based solely upon the reviewer's review of the content of the Book and reading experience; the reviewer may pass on an opinion in the Review based upon such reviewer's subjective interpretation of certain aspects of the Book including, but not limited to, the interpretation of the characters or the construct of the Book; and ********'s intent and the reviewer's experience in reading the Book may not be aligned.
  
  Furthermore, the customer acknowledges that refunds are not an option:
  
  Customer acknowledges and agrees that no second reviews or refunds will be granted, regardless of the content or nature of the Review. Customer further acknowledges that Customer has no legal recourse, and may not threaten or commence litigation, if it does not agree with the Review or finds it objectionable.
  
  Kirkus Reviews has been a resource to the **************************** and the literary community at large for 90 years. We review thousands of books per year. While our editors assign books to reviewers based on genre and the reviewers area of expertise for the best fit, book reviews are by nature inherently subjective. As mentioned in the Customer Agreement, a reviewers interpretation of a book may not align with the authors intentions for the work.
  Please reach out to me at <*********************************> with any questions or concerns. Thank you for your time.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Although subjectivity is a reality and is indicated in the contract, my complaint did not pertain to a perceived perspective. Indie authors are victims of predatory practices every day in this industry and this review (attached in the initial complaint) is unusable in its form, not because it is unfavorable but because it does not contain any element that is usable for feedback, whether for me or my readership. It is a summary that does not cover any creative writing process or theme analysis or any relevant feedback and therefore the service promised was not delivered.

   

  Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *** ******
  
  
  
   
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Kirkus media $425 to review my book where they then delivered an unsatisfactory review. I take criticism and and improve upon it, but what they delivered was not constructive criticism. It was just complete nonsense. Here is one of the things the reviewer wrote in the review: "The dialogue is often wooden, as well: No matter what, the memories of her will remain in your heart. That is something you can rest assured knowing will stay with you forever. When someone say dialogue is wooden, that means flat and lifeless. The reviewer pulled a quote from my book where a character was showing condolences for a passing. I made a complaint to ****** explaining that "no one" unless their a sociopath, express condolences in a animated matter. The phycology and emotions an individual feels at that moments forbids them to do so. So I asked the Kirkus complaint team to explain why the reviewer wanted me to be animated, when showing condolences? Kirkus responded to me by saying:"The reviewer is expressing their subjective interpretation of the books dialogue. The word wooden means awkward or heavy-handed. Notice how they "refused" to address the "dialogue" that the reviewer said was wooded. Remember, I paid $425 for a 300 word review, and they wasted a good portion on this nonsense. The statement was so foolish that even the Kirkus team had no answer for it. I want Kirkus to address how the dialogue was wooden, and in what other ways a character can speak when expressing condolences. In my subjective-opinion, the reviewer did not like my book due to the religious/********* theme. The reviewer ended by stating: "blunt message of religious redemption that wont appeal to a wide audience."America is over 65% ********** and my novel has ********* themes, so why would they write such a wrong statement? After all this nonsense, they still refused to issue me a refund; therefore, I am contacting the BBB for help regarding this criminal matter.

  Customer response

  09/27/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Kirkus Media LLC regarding complaint ID ********.

  As you can see, Kirkus Media could not get the reviewer to explain their comments in the review. Why? Because the reviewer knows they were wrong for writing it, and it makes zero sense. As noted earlier, one of their complaints was because I was describing a monster/character, which every author does. The next was because I was not portraying my character in a psychotic/unpassionate manner when expressing sympathy. Lastly, the reviewer makes false lying statements to amplify the negative statements of the review. Which was by adding the ***************************** theme "wont be accepted well by many readers" when again, over 65% of Americans identify as ********** BTW, I was not being blunt, I was just quoting scriptures here and there, which again will sit well with many readers as over 65% of Americans identify as Christians. A good portion of the other 35% probably won't mind God being mentioned at all. With all of this in mind, why write such a imprudent statement when the facts completely crush it? Also, Kirkus stated the reviewer can never be contacted directly by customers, so I asked Kirkus to contact the reviewer and ask them for a written statement explaining their comments and send it to me and send it to me, but Kirkus could not even do that. I am sure they tried, but the reviewer more than likely could not justify it.

  My subjective opinion is that the reviewer has something against Christianity, to the point where the reviewer could not write "one" positive thing about my book, even going as far as to write ridiculous statements against it. I do not know the reviewer, he/she does not know me; but it seems the reviewer tried to find anything to make my book look bad, even if it made them look ridiculous in the process. Which it did.

  Kirkus had the nerve to write in their contract agreement that they cannot be brought to court. Yea, you sure as heck can when you charge people $425 to write dumb and thoughtless statements.  They believe that by having that in their contract they can get away with writing and doing anything, which shows the kind of company they are.

  Thanks BBB for your help regarding this matter. 

  
  Sincerely,
  
  ***********************

  
  

  Business response

  04/17/2023

  To Whom It May Concern:

  Kirkus Media LLC responded to ****************** complaint in detail in November of 2022. Please see the attached PDF for details or email me at <*********************************>. 

  Please do **** this complaint as "Closed" as it is negatively impacting our business rating on the BBB website. Thank you in advance for your attention.

  Sincerely,
  **************
  Editorial Assistant

  Business response

  04/17/2023

  To whom it *** concern:

   

  Thank you for reaching out to Kirkus with this complaint. I am providing a response from Kirkus Reviews in regards to Complaint #********.

  We received our first communication from the complainant, ***********************, on 7/28/2022, expressing his concerns with the review. He also re-expressed these concerns in a subsequent phone call conversation with my former colleague *********************** on 8/1/2022.

  ************** reiterated his concerns in a reply later on 8/1, and via a phone call on 8/3. On 8/4, **************** responded to him after their conversation regarding the difference between subjective concerns and factual errors, and offered him our standard format for complaints regarding such errors.

  Our standard investigation process for author concerns includes consulting the book manuscript, the books reviewer, and the Indie editors. We then provide a point-by-point response, in accordance with the Indie editors and Kirkus' policy/style, outlining whether we have found a factual error or not in each point of concern. On 8/29 **************** provided this point-by-point response, which I have pasted below, to **************:

  Hi ******,

  Thank you for your patience in this matter. Ive provided your comments to the Indie Editors, who have carefully considered your concerns.

  It is Kirkus Indies policy to address those matters related to factual inaccuracies and, while we understand your dissatisfaction, the items you listed were directly related to our reviewers opinion. As you know, book reviews are inherently subjective in nature. Sometimes the authors intent for his or her work will not align with the reviewers interpretation. This can include issues of dialogue, themes, and so forth, as are mentioned in your concerns below.

  Here is a point-by-point response to your concerns:

  1. Author concern: A blurb is being passed off as a review/summary for at least the first 160 words. You guys do know a blurb and summary are two totally different things? If a blurb was going to be used, then the word blurb should have been used in the user agreement, and not the word summary. They are two totally different things.

  Response: Kirkus Reviews are short, capsule-style reviews, in which the reviewer must balance summary and analysis within ************ less. This has been our style since our inception in ****. The reviewer must give some summary in order to explain the books premise to the reader.

  2. Author takes issue with the sentence: The dialogue is often wooden, as well: No matter what, the memories of her will remain in your heart. That is something you can rest assured knowing will stay with you forever.

  Author concern: The reviewer wanted me to portray showing condolences/sympathy through a character, in a sociopathic manner.

  Response: The reviewer is expressing their subjective interpretation of the books dialogue. The word wooden means awkward or heavy-handed.

  3. Author takes issue with the sentence: Ultimately, Fasans novel feels more like the literary equivalent of a **** *****, with lurid scenes and a blunt message of religious ********** that wont appeal to a wide audience.

  Author concern: The reviewer simply did not like the Christian ********** aspect, which is a form of bias. ... Over 60% of Americans identify as ********** and the other percentage probably don't mind this religious aspect, since they don't believe in God at all. The reviewer just made up things to try and support this blurb/review because they (the reviewer) have an issue with Christianity. ... The reviewer seemed so against Christianity, they subconsciously wrote a serious act of religious bias, which influenced their stance on this entire review.

  Response: These concerns have to do with the reviewers subjective opinion. The reviewer is not expressing a bias against Christianity in the review; they are offering their critique that the religious elements in this particular novel were handled in a blunt or heavy-handed manner. Similarly, their interpretation of the audience that the book will reach *** differ from the authors intentions.

  4. Author takes issue with the sentence: An ******* supernatural tale thats hampered by awkward execution.

  Author concern: By me mentioning scriptures briefly, within the last 40 pages, that counts as awkward execution within an ****** word novel? Wow.

  Response: Kirkus' reviews end with a final summation line of analysis. The phrase awkward execution is not referring to the mention of scriptures. The reviewer is expressing their opinion regarding the books overall effect, including its handling of description and dialogue, as noted earlier in the review.

  Were unable to make any changes to the review. We do understand your frustration and disappointment, but we have certain editorial guidelines that we follow.

  If you have any further questions, please feel free to reference our Customer Agreement [LINKED]. Thank you for understanding and best of luck with your work.

  [END OF EMAIL TO **************]

  Once Kirkus Indie has provided that point-by-point response in an investigative process, we consider the matter closed. While ************** reiterated his concerns on 8/30 and again on 9/1 several times, we reiterated that we consider the matter closed after completing our lengthy investigative process. ************** also initiated several phone calls in this period, in which he re-expressed the concerns we had already addressed. As is our policy, we continued to reiterate that Kirkus Indie does not offer refunds once a review has been completed, and that the investigation had found his concerns to fall under matters of subjective interpretation, which are acknowledged in the ****************************** consulting with our editorial team, **************** responded for the final time on9/1/2022.

  To summarize, no factual errors were found in the review. *** ****** concerns were each determined to fall under subjective interpretation: his concerns included the reviewers opinion of the books dialogue and the word choice to describe it ("wooden"), the reviewers interpretation of the books potential audience, and the balance of summary and analysis in the review. To reiterate, this interpretation is inherent in book reviews, and authors such as ************** acknowledge this by signing our Customer Agreement: 

  *****************************************************************************

  The Agreement includes a set of Customer Acknowledgments. By placing their order, customers acknowledge the following:  

  The Review is subjective and shall be based solely upon the reviewer's review of the content of the Book and reading experience; the reviewer *** pass on an opinion in the Review based upon such reviewer's subjective interpretation of certain aspects of the Book including, but not limited to, the interpretation of the characters or the construct of the Book; and Customer's intent and the reviewer's experience in reading the Book *** not be aligned.

  Furthermore, the customer acknowledges that refunds are not an option: 

  Customer acknowledges and agrees that no second reviews or refunds will be granted, regardless of the content or nature of the Review. Customer further acknowledges that Customer has no legal recourse, and *** not threaten or commence litigation, if it does not agree with the Review or finds it objectionable.

  Kirkus Reviews has been a resource to the **************************** and the literary community at large for 90 years. We review thousands of books per year. While our editors assign books to reviewers based on genre and the reviewers area of expertise for the best fit, book reviews are by nature inherently subjective. As mentioned in the Customer Agreement, a reviewers interpretation of a book *** not align with the authors intentions for the work.

  Please reach out to me at <*********************************> with any questions or concerns. Thank you for your time.

  Best wishes,

  **** ***** ************** ********* ********* ** ***** ****** ***** *** *************************************** ********* ** ***** ** ************** *********************************

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kirkus conducted a superficial and inaccurate review of my book. Kirkus has refused to reconsider their review. As such, Kirkus has not earned the $350 fee which they charged me. I have gone back to Kirkus four times vis emails and dealt with at least three different employees, none of whom lifted their finger to understand or resolve my issue. I would be pleased to provide BBB with my emails to Kirkus and their empty replies.

  Business response

  09/30/2021

  Hi ********, 

  
  Thanks for your message. We’re sorry to hear that you are disappointed with your review. We’d like to point out that the reviewer does not address the factual accuracy of your research, but rather critiques the execution of the narrative. Our reviewer said, “Some of the author’s attempts at providing wider historical context on the events of World War II fall flat and detract from the otherwise powerful narrative.” To reiterate, the reviewer says the attempts at providing historical context “fall flat and detract” from the narrative of the book. This does not address the credibility of the historical context or your research as the author. 

  
  The reviewer’s comment was subjective and directly related to their opinion and interpretation of the narrative. As you know, book reviews are inherently subjective, and sometimes the author’s intent for his or her work will not align with the reviewer’s interpretation. Multiple Kirkus employees conveyed these aspects to the author in multiple email correspondences, including informing the author on July 15 that: 
  “It is Kirkus Indie’s policy to address those matters related to factual inaccuracies, and while we understand your dissatisfaction, the items you listed were directly related to our reviewer’s opinion. As you know, book reviews are inherently subjective, and sometimes the author’s intent for his or her work will not align with the reviewer’s interpretation. If you have any further concerns, please feel free to reference our Customer Agreement or let me know.”

  
  This was reiterated in a correspondence from September 16 by another employee. 
  *** **** ***** *** **** **** *** **** ******* *** *** ********* **** ********** ** ** ****** ******* ****** ** ******* ***** ******* ******* ** ******* ************* *** ***** ** ********** **** **************** *** ***** *** ****** **** ******** ******* ** *** ********** ******** ** *** ***** **** ******* *** ********** *********** *** ********* *** ******** ****** *** *** ** *** **** **** *** ***** **** *** ********** *************** ** ********* ****** ******* *** ****** ******* ******** ***** *** **** *** ***** *** **** **** ** ****** ********* **** ******* ******* *** ******** ** ***** **** *** ****** **** **** ***** ******** ********* ** ***** ** ****** ******* ******* *** ******** ** ****** ** *** **** *** ******* ********* ****** **** **** ** ********* *** ******** ********* ** *** ** ******
  
  We’d also like to note that this was a very positive review. Here are some sentences from the review that highlight the book’s strengths, in the reviewer’s opinion: “This is a significant contribution to the literature on the French Resistance, based almost exclusively on memoirs by the Auducs’ Resistance network, provided to the author by Jean-Jacques and translated into English by Kirk’s wife, Claire. By highlighting the bravery of this family, the author convincingly challenges American and British stereotypes of the French as a people ‘who buckled readily under the German blitzkrieg’...This is an inspiring and sometimes-groundbreaking remembrance. A poignant document of an understudied facet of Resistance history.”

  
  We will not be able to provide a refund. As noted in our Indie Customer Agreement, “The Review is subjective and shall be based solely upon the reviewer's review of the content of the Book and reading experience; the reviewer may pass on an opinion in the Review based upon such reviewer's subjective interpretation of certain aspects of the Book including, but not limited to, the interpretation of the characters or the construct of the Book; and Customer's intent and the reviewer's experience in reading the Book may not be aligned.”
  In addition, our agreement states that: “Customer acknowledges and agrees that no second reviews or refunds will be granted, regardless of the content or nature of the Review.”
  Indie Customer Agreement: *************************************************************
  

  Thanks for understanding, and we wish you the best of luck with your work.
  

  
  

  Customer response

  10/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their reply to my BBB complaint is the first reply with such a thorough explanation. However, it makes no sense and is not relevant to the content of my book.

  I never met the endorsers of the book prior to their agreeing to review it. Neither the UK Ambassador to France nor General Mansfield felt the explanations of the events leading up to WWII were outside the scope of my manuscript. Of the ten reviews from purchasers of my book on Amazon; two of the reviewers effectively considered the book the best one on WWII they had ever read.

  Not only does the Kirkus review miss the mark, their lack of response to my questions is appalling. I will inform the world of my displeasure with Kirkus to the limit of my considerable means. The company effectively runs a scam.

  Beware, indy writers, Kirkus preys on your desire to have your book published. They are bottom feeders. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ****  
  

  Business response

  10/07/2021

  Hi ********, 
  
  We’re sorry to hear you are unsatisfied with our response. Our initial response to your BBB complaint, as well as correspondence with Kirkus employees, provided the information necessary to address your concerns.

  
  To reiterate, we can never guarantee that a review will be positive, nor do we consider the content of other reviews, like Amazon, when conducting ours. This is stated on our website for Indie reviews ********************************************:
  “Our indie reviews are written by qualified professionals, such as librarians, nationally published journalists, creative executives and more. While we do not guarantee positive reviews, unfavorable reviews can be taken as valuable feedback for improvements and ultimately do not have to be published on our site.”
  

  Below are our responses to your previous questions. We addressed these with you directly and in our BBB response by citing the review, which is largely positive and praises the depth and scope of research. 
  
  Email from you dated May 30 2:27 AM: 
  “**** ***** ** * **** *** ******** *** *** ****** ****** ** ** ***** *** ******** ******* ** ** ********** **** *** *********** ** ***** *** ** ***** ******** ** ***** ********* **** ******* ***** ****** ********* *** ******** ***** ******* **** ******* *** ********* **** ****** ***** *** ****** **** ******* *** ****** ** ******** **********  ***** *** ***** ******** **** *** ******* * **** **** **** *** ***** *** * ****** **** ****** *** **** ** ******* ******* ***** ****** ** ** *** ** *********** ******** ** ********** ** ***** *** ********** ** ********* ** **** ** ****** *** ** ****** **** ******** ** ** ** ** ** ******** ******* ***** ******** ****** ******* ** *** * ** ***** ***  ***** ******** ****** *** **** ******** ****** ***** ***** *** ******* ******** ** *** ******* **** ********** **** *** ****** **** * ******** ******** **** ** *** ************ ********* *** ***** ********* ******** **** *** ****** **** ******** ** ****** ***** ** **** ********* *** ** **** ** *** **** *** ***********
  

  You responded with the email below on June 27, 2021 4:53 PM: 
  
  **** ************* ********* ** **** ****** *** ***** ***** **** ** *** ******** ******** ** ********* ***** ********** ******* ** *** ****** ** ***** *** ** **** **** *** ******* **** *** ********* ******** *********** ****** **** ** **** **** ******* ** ***** ****** ** ********* ***** *********** **** ******* *** ********** ** *** ********** *** ******* ** *** ********** ************** ** *** ********** *** * ******* ***********   ******** ****** ******* ** *** *** **** ** ***** ***  *** ** ****** ******* ****** ** ******* ***** ******* ******* ** ******* ************* *** ***** ** ********** **** **************** *** ***** *** ****** **** ******** ******* ** *** ********** ******** ** *** ***** **** ******* *** ********** *********** *** ********* *** ******** ****** *** *** ** *** **** **** *** ***** **** *** ********** *************** ** *** **** *** ******* ********* ****** **** **** ** ********* *** ******** ********* ** *** ** ****** *** ******* **** ** **** *** ***** ****** ***** **** * ********* ******** ******** ** * ***** ********* ** *************  ** *** *** *************** *** ** *** ******** ** **** ******* *** ********** ****** ********* ******* ****** *** ******** ********* ** *** ****** *** * ********** ** *** ********** ******* *** *** * ********* ** *** ****** ***** ** *********  *** ********* ** *** ****** **** *** **** ***** ***** ***** ***** **** ** *** ******** ******** ** ********* ***** ********** ******* ** *** ****** ** ***** *** ** **** **** *** ******* **** *** ********* ******** *********** ** * ********** ** *** ********** ******* ** *** ********* ** *** ****** ******* *** ****** *** *** ********** ** *** ******** *** ******** ** ******* ** ******** ****** ********** *** ******* ***** ** * *********** ************ ** *** ********** ** *** ****** ************** ******** ******** ** ** ************ ***** ** ********** *********
  As stated previously in our BBB response and in our Indie Customer Agreement, we will not be able to provide a refund. As noted in our Indie Customer Agreement, “The Review is subjective and shall be based solely upon the reviewer's review of the content of the Book and reading experience; the reviewer may pass on an opinion in the Review based upon such reviewer's subjective interpretation of certain aspects of the Book including, but not limited to, the interpretation of the characters or the construct of the Book; and Customer's intent and the reviewer's experience in reading the Book may not be aligned.”
  In addition, our agreement states that: “Customer acknowledges and agrees that no second reviews or refunds will be granted, regardless of the content or nature of the Review.”
  Indie Customer Agreement: *************************************************************
  Thanks for understanding, and we wish you the best of luck with your work.
  
   

*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. ↩