ComplaintsforIngramSpark

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with Ingramspark to print my book. Ingramspark has not given a resolution of an issue dealing with the printing of my book. The issue has been ongoing for approximately one year. In my contract, Ingramspark was to provide Amazon with the cover (image) of the book. It has been approximately one year and the image of my book does not appear on Amazon site. The cover (image) is important because it gives potential buyers some information about the book. Ingramspark said the company sent the cover (image) to Amazon, but the issue has not been resolved. I have written multiple emails regarding this issue with no resolution. Ingramspark gives the same answer instead of contacting Amazon to determine what is the problem. Often Ingramspark says they are giving the issue to the next level of customer support and someone will contact me. No one ever does. I want potential clients/customers to know if they select ********************** to print their book and there is an issue, it will not get resolve timely. Their customer service employees are awful and there is no other method of contacting anyone at Ingramspark such as a supervisor.

  Business response

  07/10/2024

  Thank you for providing this.

  We will contact ******** to resolve her concern.

  Thanks,

  Customer response

  07/10/2024

   
  Complaint: 21965983
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  07/11/2024

  The complaint has been resolved by Ingramspark and now can be closed.

   

  Thank You

• Initial Complaint

  06/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the service I have received from your company. As a large and reputed firm in the industry, the lack of response and inadequate account setup options are unacceptable.I have been waiting for five days with no response whatsoever to my queries. During the account setup process in IngramSpark, I mistakenly selected an incorrect option (Opt-In Amazon in error), only to find that there is no way to unclick or change it. This flaw in your system is highly inconvenient and frustrating.When it comes to time and money, IngramSpark appears to disregard both. This is not the way to run a business. As someone who has been in business all his life, I find this level of service and functionality disappointing and unprofessional.I hope this matter can be resolved promptly.

  Business response

  06/24/2024

  Thank you for sending this over.

  Support is currently working with ******* to get this error resolved. We will contact him again.

  Thanks.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I published two books with ****** and haven't received any royalties. I know some books have sold because I have reviews on Amazon, etc. I've called to get an accounting of the money I spent for publishing and marketing, but so far they haven't given me any information.

  Business response

  06/21/2024

  Thank you for sending this.

  Support has been in touch with ***** about her account and titles. We will contact her again.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I self-published a book with IngramSpark. On half-a-dozen occasions, I ordered some copies of the book to send out to reviewers for promotional purposes. ****** offers three service levels--1) 1-day rush processing, 2) 2-day fast processing, and 3) 10-day economy processing. (The latter used to be 5 days but since they never met the deliver commitment they reduced expectations to 10 days.The trouble is, ****** does not meet these delivery deadlines. If you inquire they just so, oh, sorry it's not a guarantee, it's an approximation. Fine, but if you charge extra for expedited delivery and then are always late, that is false advertising and deceptive.For instance, I submitted Order Number: SPK-********-1 on May 24, 2024 for economy 10-day service. Nineteen days later, the order still has not shipped.Also, Order Number: SPK-********-1 was ordered on 5/10/24 but shipped on 5/24/24--14 days later.Also, Order Number: SPK-********-1 was ordered on 5/20/24 for express 1 day service. It shipped 9 days later on 5/29/24.I would like them to print Order Number: SPK-********-1 ASAP since it is long overdue. I also think they should refund the extra express charge for Order Number: SPK-********-1 for two books since they didn't even meet economy 10-day level service.

  Business response

  06/13/2024

  Thanks for sending this over to ***

  Support is in the process of working with this customer. We will contact ****************** again and assist.

  Thanks,

  Customer response

  06/21/2024

  I consider this complaint resolved. IngramSpark sent me 10 courtesy copies of my book as a make good. I am quite pleased that they took responsibility for the issue and said it didn't 't meet their quality standards--and they offered me something in return. I think their response reflects well on their company and their concern for excellent customer service and correcting issues when they happen. 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I post my book for print and sale with this company Two years ago And they never paid me money for my sold books.They show the information ,but they never transfer money to my account.I ask to send me the transfer information day, year ,and amount but no one responds I would like to get my money and never work with this company again!

  Business response

  05/20/2024

  Thank you for communicating this.

  Support with contact this customer directly.

  Thanks.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I keep asking this company when is the last date that they will be accepting returns of my book, so I will know the exact last date that I don't have to worry about this issue and being charged money by a company I no longer want to do business with. I have asked many times, and for some reason they will not give me an exact date.

  Business response

  05/09/2024

  Thank you for sending this.

  Support will contact ******************** again to ensure clarity is provided to her question.

  Thanks.

  Customer response

  05/10/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was attempting to print a book with this company. I own the ISBNs I planned to use. They approved one format of the book but held the other in review (same content, same everything, just a different format). When I asked them why... I couldn't get a straight answer. I then decided to print it elsewhere. Apparently my ISBN is blocked from transfer - even though I own it. I now have to prove to the new printer that I own the publishing rights to this book! They are very unprofessional and it was a HUGE mistake to deal with them..

  Business response

  05/08/2024

  Thank you for providing this.

  We will contact **************** to provide support.

  Thanks.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  IngramSpark is sending me to collections because I did not pay a $758 balance for books that were "returned." I have reached out to **************** multiple times over the last five months and no one has assisted. They all say that they see the returns in my account, but there were never any sales that would correspond to these "returns". There is nothing to show for it - no sales or returns for the transactions they keep calling out. They keep telling me to check my reports and that it will show there, but the reports aren't showing anything. When I call them on this, they tell me "it is what it is." I am absolutely flabbergasted that IngramSpark has taken advantage of small indie authors. I have also ordered books for my inventory, IngramSpark "lost" them (the tracking number never showed that they were shipped). BBB, please direct me to the appropriate authorities so I can report this fraudulent company.

  Business response

  05/07/2024

  Thank you for sending this.

  Support will contact Ms. ********* directly to explain her returns.

  Thanks,

  Business response

  05/07/2024

  Thank you for sending this.

  Support will contact Ms. ********* directly to explain her returns.

  Thanks,

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I authored a book called "Lilith" and submitted it to Ingram spark, as they are a self-publishing website. I have been in constant contact with them to find out why they have not processed my book . They do not have a reason for not processing it and getting it out to book stores. Every time I contact them, they continue to say someone will contact me. I want my book files returned to me along with my book cover. I have included todays chat with ************************:************************ Your inquiry requires additional assistance, I am going to transfer your inquiry to our next level of customer support who will be able to assist you further. Once they have reviewed our chat conversation and completed any required actions, they will follow up with you via email.avatar why? what is the problem?Can you just fix it so I can download my files?If you guys can not get the book processed, then I want all of my files sent back to me/************************ Our escalations team will have to contact the review team so the files can be processed.They will get back in touch via email for an update.avatar when will that happen? this is not right at all I am not going to just sit and wait, it is my bookm and I want it returned to me I need a phone number please ************************ I understand how important this is for you. I have escalated this to a member of our senior team. We are not able to provide a specific date. While our website suggests that titles without concerns typically take 2-3 business days to process, if our teams spot a concern in the files, there may delay for a title. A review normally adds 3-5 additional business days, which may bring the total estimated time to review your title to 8 total business days. Because your title has been in review longer than the expected amount of time, our team will contact our Processing team to bring the extended amount of time for your title to their attention. I want all my files and my book cover returned to me

  Business response

  04/25/2024

  Thank you for sending this.

  Support is already in touch with ************ concerning her issue.

  Thanks.

  Business response

  04/25/2024

  Thank you for sending this.

  Support is already in touch with ************ concerning her issue.

  Thanks.

  Customer response

  04/25/2024

   
  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. I received a phone call from the company this morning and requested my book returned to me. they sent it to my email. thank you BBB for stepping in and helping me
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a book from Ingram Spark on Feb 16, They said they shipped it on Feb 23 but I have not received it yet.

  Business response

  04/22/2024

  Thank you for sending this,

  Support is already in contact with ****************.

  Thanks.

  Customer response

  04/22/2024

  FYI   Ingram Spark indicate they will refund my money.

*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. ↩