ComplaintsforIngramSpark

• 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.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello, we had access to my account until March of 2024. We couldn't log in, and we sent an e-mail to the company on April 12 requesting access to my account. We have not received any response. The book is Inner Voice - ISBN-13 ? : ? 978-1631030864. Please restore access to the account.

  Business response

  04/18/2024

  Greetings, 

  thanks for sending this. Support will contact Tori ********************* you.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an order of 20 books on March 13, 2024. These are print on demand self published books through ingramspark. My files were uploaded exactly as specified in the File Creation Guide. I verified that before they were submitted. They were approved by ingramspark. Then that was again verified since this issue occurred. I have also ordered books two separate times- initially I ordered 8 and since I have ordered 30 more. All of those books came out properly. My order of 20 books received on March ****************************************************************************************************** the centerfold area of the books. Additionally the edge of the binding area was visible on multiple pages in all of the books. I was told a white space up to 6mm was allowed and possible. The space in my books was up to 9.5 mm and that much on many pages. Every book had pages beyond 6mm. On March 14 I filed an issue report on the order and requested replacement books. Since then I have been going back and forth via messages on my ingramspark account and phone calls with their customer service line. They have told me that the white bar should be there and there should be no bleed (which is how it is in my files). Then they have told me to remove the white bar and keep bleed (which would contradict their file creation guide). They have told me multiple times that my issue required a higher level of help, which is where I am currently at and it has now been 5 days since that message. I was told at one point they would replace my books after I fix the files, but they can't tell me what is wrong in my files, probably because there is nothing wrong with them. I have been back and forth for 25 days and they reside to fix the issue even though the error was in fact on their end and goes outside of their own printing standards. They have given me the runaround the entire time saying the problem is 1 thing then saying the complete opposite. I am owed a refund or replacement.

  Business response

  04/10/2024

  Thank you for sending this, 

  Support will contact ************ directly.

  Thank you,

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had subcontracted with ****** content group through Draft2Digital (D2D) to create Print on *************** ****** ************** a Wholesaler, with subsidiaries that operate through IngramSpark, Lightening Source. I have an implied agreement with ****** ************** which appears they have violated copyright laws, and have failed to disclose the amount of books printed, in which I would be entitled to Royalty income. According to book retailers, they had shown 64 books on hand. ****** will not verify its actual Print book amounts to the author. This violates violates copyright laws, making unauthorized duplications.****** claims a confidentiality policy, yet it was already waived its policy and disclosed to me, the author/publisher, regarding orders. Further, phone discussions that ****** views author proof books as non-countable in terms of sales or prints. I am entitled to $14.99 per book, which is $431.71 due to me Royalty income. Either ****** content owes me for 64 unauthorized copies, or declare for the record in fact how many less Books it printed of my title, The Exodus Theory: A Journey into the Spiritual Wilderness, ISBN 979-8986930015. In 2022, 2 proof copies were ordered. My 2nd order was never fulfilled. In March 2023, a 3rd was ordered by the president of D2D, for me, delivered 3/2023. However, ****** had quarantined (unable to order) my book until September 2023, which was resolved through Oklahoma BBB D2D complaint, with retaliation resulting in my D2D account terminated Dec 2023. ****** was not authorized to Print excessive copies, as the author/publisher does not accept returns, and ****** may not print unauthorized copies. I am entitled to the amount of printed copies that ****** has printed in excess. ****** could easily resolve this dispute by disclosing how many books it printed, unless they are operating in violation of the terms. **********************************, Author/Publisher ***************************** *****, ******

  Customer response

  04/15/2024

  4/15/2024

  Dear BBB of Tennessee/********,

  I have not received any communication from ****** regarding this complaint.
  

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

  Author, publisher: Wilderness Publishing Company
  

   
  

  Customer response

  04/15/2024

  Dear BBB of ******************************************** ****** Content has not responded to the complaint, nor myself. This is not satisfactory. Either they must compensate Royalties owed, or confirm the total amounts of books they have printed, that differs from the amount in the complaint. They are violating copy right laws, and it is also a theft.

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

  Author, Publisher: Wilderness Publishing Company
  

   

   

   

  Business response

  04/26/2024

  Thanks for sending this to us,

  This is not a IngramSpark customer concern. ********************** has a relationship with the publisher Draft2Digital.

  We will contact directly.

  Business response

  04/26/2024

  We have informed Draft2Digital ******************************* has been in touch with us regarding this. 

  We do not have a relationship with *******************************. As a courtesy, we have provided him with order information in an effort to address his concerns. Any outstanding questions or concerns should be directed to Draft2Digital. 

  Thank you.

  Customer response

  04/30/2024

   
  Complaint: 21516254
  
  I am rejecting this response because: The complaint started with ****** Industries, the parent group, that did not respond, nor did ****** content group respond. Ingram Sparks is just another subsidiary that is refusing to address copyright violations of its, or other corporate entities, partners or associates for copyright violations.

  ****** ************* has waived their internal confidentiality agreements, not that they ever applied, because it is alleged that ****** ************* and its subsidiaries had violated copyright laws, and made unauthorized duplication of my works.

  I only requested that they either acknowledge or deny, by disclosing in entirety the amount of my title books printed, by all of its subsidiaries/partners/and corporations. I have no account at this time with Draft2 Digital; ****** ************* is not addressing the complaint nor its misdeeds.
  
  Sincerely,
  
  *******************************

  Business response

  05/01/2024

  Greetings,

  There have been a total of three (3) orders for ISBN ************* (The Exodus Theory: A Journey into the Spiritual Wilderness). Each order was for one copy.
  
  There have been no other orders through ******. We consider the matter closed, and any additional questions or concerns should be directed to Draft2Digital.

  Customer response

  05/03/2024

   
  Complaint: 21516254
  
  I am rejecting this response because the business has not responded to the inquiry, nor denied the allegations. ****** ************* et al has violated copyrights and has made multiple copies of the Title work according to various websites. The fact that ****** will not address the complaint, nor deny the allegation, indicates that ****** ************* and its subsidiaries ie IngramSpark, Lightening Source (LSI)  owes me for the unauthorized productions. That figure is ~$475 in royalties, detailed within the complaint. 
  
  Sincerely,
  
  *******************************

  Business response

  05/07/2024

  We categorically deny any and all allegations made by **********************. Statements made by ********************** related to Lightning Source/****** are factually inaccurate.
  
  The referenced title was provided to us by Draft2Digital via our contractual relationship and, as stated previously, we do not have any actual or implied relationship with **********************. Draft2Digital allowed us to share order information with **********************, which we did.
  
  We do not have any obligation to do anything with **********************, so no mediation or arbitration services are needed. He needs to address any concerns he has with the service provider he chose to work with, which is Draft2Digital.
  
  Draft2Digital, our customer, has stated that they have had no issues with the services performed.

  Business response

  05/07/2024

  We categorically deny any and all allegations made by **********************. Statements made by ********************** related to Lightning Source/****** are factually inaccurate. As we have stated multiple times, any concerns that ********************** has with services that were provided in accordance with Draft2Digital terms must be addressed with Draft2Digital. All services performed by ****** were performed pursuant to our agreement with Draft2Digital. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to deal with this company for over a week. They said my order would ship in 10 business days and it did not. Only half my order did and was delivered with no explaination. Their customer service chat is useless and gives scripted answers that have nothing to do with what you ask. I want a refund for the books since they cannot seem to give me any updates and are impossible to reach out to.

  Business response

  03/29/2024

  Thanks for communicating this,

  Support will contact ***** today.

  Thank you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There have been three times in the life of my account with ********************** that my password didn't work for me to login, so I had to reset it. I didn't forget the password, it just didn't work. Currently, I'm trying to get into my account again, and it won't let me use my password. So I tried resetting my password as I did before, and the verification options don't work. The first one is because the wrong email address is in their system as my log in despite the fact that I changed it on 11/16/2023, which I have confirmation of through my email. Then there is my office phone number that they want to send a text to, which is also not an option because I entered my office phone number. Not everyone has an office phone number that you can text. I'm a professional with a professional line, not using my cell phone. I emailed them on 3/12/24 to resolve the issue, and it's still not resolved yet. Despite, verifying who I am through my account number, which I gave them, they want a copy of my government-issued ID, which I'm not giving them. If I can't trust them to simply change my email address, why would I trust them with the personal information on my ID card? There is no one that I can call. Just going back and forth in the email with no quick resolution. I don't want to do business with them anymore for other reasons, but I do want my data downloaded from my account.

  Business response

  03/19/2024

  Thanks for providing this.

  Support is currently working with ******************** on her concern. We will respond to her directly.

  Thank you.

  Customer response

  03/20/2024

   
  Complaint: 21449534
  
  I am rejecting this response from IngramSpark because it is not a quick resolution to the problem. They claim that it is their policy to have them call me when it's convenient for them but not for me in order to change my email address in their system. They asked me when they could call, and I gave them a time. Then they gave me a timespan that is not convenient for me. Why didn't they just start off with the timespan? I asked them for their phone number, but I haven't received it. I have already verified that it's me twice. When I first changed the email address, I received an email with a code and I followed all of the instructions to change it. Who changed it back?  It wasn't me. Who changed my password so now it doesn't work. It wasn't me. This has actually happened more than twice now. There is obviously something wrong with the IngramSpark system. Why not just provide good customer service at this point, since now it's been more than a week?

   

  I sent them the email I received that verified that I had already changed it. Then they asked me for my account number, and I sent them that. How much more information can I give them to prove that it is me. Who would be using my new email address and my account number, or even know as much information as I have already given them about my account if it's not me? By putting my name in the response, they are acknowledging that they know that it's me. I didn't refer to myself as my title, yet they know that. If they would call the number on file, it says the same on my voicemail. So at this point, why keep wasting my time? They claim that it's their policy to call me to have it resolved, but when I first opened this account, I opened it with another email address. I then changed that one just fine without all of this back and forth. The real issue here is why didn't they change my email address in the system when I changed it back in 2023. And why won't IngramSpark fix their mistake without inconveniencing me.
  

  Customer response

  03/23/2024

  I had a phone call with this company. They told me that they would fix the account, so that I could log in. That was on 3/22/24. It is 3/23/24, and I still can't log in. When I emailed them, this is what I was told,

   

  "Hello ******************,
   
  Thank you for contacting us.
   
  We will
  be more than happy to help you with general questions if needed. To
  ensure the privacy and security of account holders, all other email
  inquiries must come from a verified address linked to each account.
   
  As
  the email address you've contacted us from does not match the
  information on file with the account, we will not be able to help you
  with your concern.
   
  Please contact us at the email that is associated with the account.
   
  If you need any more help, please don't hesitate to let us know.
   
  Best Regards,
  ****************
  Client Support Coordinator"

   

  I checked their website, and there is no information that shows that I should be getting this run around from them and still can't get into my account. I have already changed the email address on the account, and I have proof and talked to their rep, and their still refusing to acknowledge that.
  

   

  Here are links to their website that explains the process of how to change your email, which I did:

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

   

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

   

  I think they they have locked me out of my account in retaliation because I am no longer wanting to distribute my books through them and because I previously complained to you all. All I want is all of my reports and proof they are no longer distributing my book in any form. I don't think they should be able to hold my account hostage because their angry with me, but I do want my information.

   

  Business response

  03/26/2024

  Thanks for communicating this,

  Support has already been in touch and resolved this directly with ********************. We emailed and confirmed her updated information yesterday.

  Thank you.

  Customer response

  04/03/2024

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When using their website to self publish a book, they make you choose between "I already have my files ready" and "I will upload them later". I selected the later. In the meantime, I worked on my title, and purchased an $85 ISBN number through them. As I continued through their portal, I was taken to a book building tool. Once I finished the full files for my book on my own computer, I went to upload them to IngramSpark. It seems that their system is forcing me to only use their book building tool, instead of being able to upload the files I designed myself. I tried simply starting a new book on their portal, but my ISBN is tied to the book that is stuck in their book building mode. They are essentially holding my ISBN hostage, while not allowing me to upload the files to my book.

  Business response

  03/08/2024

  Thanks for this,

  We will contact ************** and ensure he aware of how to set his title up with his ISBN, not using the book building tool if he desires.

  Thanks.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been purchasing books from Ingram Spark for over a year, a book I wrote and published. My last shipment of books arrived so late that I had to refund orders, and the books arrived damaged. Bent corners (hardcover) and pages stuck together. I have photos. They replaced that order but it took over three weeks to arrive, and when it did it was the same damaged items as before. After numerous and polite attempts to get a refund, nobody ever called me, they only sent what seem to be pre-written responses they give everyone, which left me to dispute the charge with my bank. When it came time to pay me my royalties last month, rather than send me the 700 dollars I am rightfully owed, they kept it and said they were doing so because I disputed the charge. Not only was that dispute just and valid, but it was also far less than the money they said they are keeping. In short, they have cost me my reputation, my time, and my money, and all they do is ignore me, and hundreds of others.

  Business response

  02/19/2024

  Greetings,

  We have been in contact with ****************** on multiple occasions. We have let him know whatever payment is due to him will be paid out in the next payment cycle.

  Thanks,

  Customer response

  02/20/2024

   
  Complaint: 21311632
  
  I am rejecting this response because:
  
  -****** i clearly ignoring and avoiding the real issue at hand which is they sent me damaged goods, failed to remedy that, in turn forcing me to dispute the charge. Illegally, they are now holding onto my money because of my dispute, all while avoiding the reality and details involved with this. I have received nothing but rude responsses, dodging the reality of the scenario, and nobody helping. All of this over a few hundred dollars. My next step is legal action, I'll be posting those court docs here. 

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

  Business response

  02/20/2024

  Thanks for the update,

  Support has already been on the phone with ****************** and have confirmed we are looking into his claim.

  We are currently working on a credit and resolution.

  thanks,

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My debut novel released on December 12th and ever since that time, I have had nothing but terrible interactions with Ingram Spark. They continue to be impossible to get ahold of (there is no customer service number, just a form you submit with 0 guarantee of when you might hear back. Sometimes I hear back in 3 days, sometimes it's 2 weeks and 90% of the time they do not even provide a solution). But I just opted my ebook into the Kindle Unlimited program which requires exclusivity. I turned off the distribution of my ebook through Ingram Spark two weeks ago. Come to find out through Amazon after a weird listing issue, that Ingram Spark is STILL SELLING MY BOOK WITHOUT MY PERMISSION. And, there's no one I can call about this. I can only submit support tickets and hope someone reads it, but it could be weeks before this is solved. All the while THEY ARE RECEIVING A PORTION OF MY PROFITS WITHOUT MY CONSENT. At this rate if they do not respond in a timely manner, I'm going to file legal claims against them because this is ridiculous. When I turned off distribution two weeks ago, I spoke with someone via the support ticket and ensuring it worked. They confirmed distribution was turned off. AND YET THE ***** IS STILL. ON. SALE. I am flabbergasted and beyond exasperated at how difficult they are to work with. The best part of all of this? There is no way to delete your book from their network. There is no remove button. I will have to wait and see if they respond to even delete it. This is cruel, ILLEGAL, and no one is holding them accountable. I have spent over $11,000 with them so far including $50 in revision fees for all of the books I've ordered, and they've taken hundreds from my earnings which would be close to $2k by now, but they take a large cut.

  Business response

  02/13/2024

  Hi,

  Thanks for sharing. We have contacted ****************** to resolve her concern with the cancellation of her eBook.

  Customer response

  02/13/2024

   
  Complaint: 21283292
  
  I am rejecting this response because: the response I have received is that you claim you're no longer selling my ebook when that is in fact not true. I haven't been contacted by anyone with a real solution or proof that you have removed my ebook from your website and that it's no longer listed on Amazon, B&N, and other ebook retailers. Simply telling me it's removed is no longer sufficient because I have proof that is not true. I require full verification via images that you have pulled my ebook from all retailers. 

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

  Business response

  02/13/2024

  Hi, 

  thanks for the update. Support has contacted ****************** and confirmed this has been cancelled. We will let her know we are monitoring as it can take some time for retailers to reflect changes.

*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. ↩