Initial communication was excellent. Everyone was friendly, reassuring, and full of promises. Unfortunately, the service never matched the sales pitch.
This project has now been running for several months. I was originally promised it would take only a few weeks for a 10,000 word book with simple formatting requirements. Nearly five months later, I have been left with delays, repeated mistakes, ignored feedback, and no real sense of urgency at any stage.
As soon as I was told the book had been uploaded to retail platforms, I immediately ordered 20 copies because I had seen the final proofs eventually, and all of the errors had been corrected. When the book arrived they were unusable. The text sat too close to the spine so could not be read unless you pulled the pages apart, and the cover was misaligned. I had already started promoting the book, only for it to be taken down from the platforms because of these errors. I then started receiving messages from people saying they cannot order the book.
When these problems arose, the explanations kept changing. First Amazon was blamed. Then their staff were blamed. Then, when the wrong cover appeared on the book. Even I was actually asked if I had done anything on the platforms. That was astonishing.
I raised issues clearly and repeatedly. My feedback was responded to after much delay. The issues I flagged were fixed at one stage, but later reappeared without explanation. I was repeatedly told that staff had been replaced and that things would now improve, but the same problems continued.
What made matters worse was the lack of urgency and the constant attempts to upsell additional services before existing issues had been resolved. It is unacceptable to keep trying to sell more work when the original work has not been completed properly. I lost count of the number of times I had to chase and then I would be asked if i received their email. When I said no, they said they would resend it, which they did several hours later or the following day.
I currently have two books in (progress) with this company, and I have very little confidence that either will be completed correctly. I now fully expect to lose more money as a result.
For context, last week I gave a brief to another company for a 70,000 word book with complex formatting requirements. That book was formatted and published to KDP and IngramSpark within a week. This only highlights how poor the handling of my projects has been here.
This has been stressful, costly, and unacceptable. I have catalogued everything and will probably be sharing it with my solicitor next week. Based on my experience, I would strongly advise others not to go anywhere near this company.
This is the first time I have written an unfavourable review for anyone before but I's not fair I let other experience the same losses.
They seem to operate under several names like London ebook company.
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