I got an email from a man who had ordered two cookbooks, and when he opened his (oversized) box, found six copies of my book (Building Martin-style Acoustic Guitar Kits) in a separate box, with a separate shipping order, inside.
Mistakes happen, but because of Lulu's lousy customer service system, the man could not figure out how to get in touch with Lulu to report the error. He emailed this to me:
This is going to sound weird but I ordered 2 cookbooks from lulu.com and when I opened my order part of your order was boxed with it. There's 6 building martin style guitar kits that came in a separate box with my cookbooks. The box has my address but inside is your packing slip. I tried to contact lulu but they do not seem to have a support email or contact number. I did message them on facebook but I figured Id do a little detective work and see if I was able to reach out to you.
Okay. I got in touch with him, and because Lulu's Cust Svc flow is so bad (as it has always been), it will probably be easier to get him to send the books to me.
Problem is, he only got HALF of my order. In checking the order progress in FedEx, I've found that the shipping was purchased on 12/12 ... it's now 12/20, but there is NO UPDATE on the FedEx page for the order's progress ... and, of course, it is impossible to get in touch with anyone at Lulu.
Lulu has always sucked at Cust Svc. If you new people have an alternative to this POD provider, you should seriously consider using it.