I've lost £50 of orders with Lulu - never delivered. There is apparently 'nothing they can do'. Don't use these people.

I ordered £50 of printed books with Lulu (order 2150462) in September 2008. I missed 2 deliveries from UPS and got a note that they had returned the product to the shippers. So I chase Lulu to find the books and get them back somehow. I offered to pay the postage again in order to have them re-delivered. I get into an e-mail battle with them lasting several weeks.
They confirm 'they don't have the products and there is nothing they can do'.
Calling UPS back they say they 'might have' the goods in their overgoods department. Why did they say they had been 'returned to shipper'?
Later I try to re-arrange for delivery from UPS. THey now say the goods have been destroyed.
A total shambles in communication between UPS and LULU leading to me loosing £50 of orders. What should happen is that Lulu should refund me the money and take up the claim with UPS as I cannot claim from UPS because I didn't buy anything from them. One of the most frustration situations in my life.
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EMAIL CHAIN WITH LULU CUSTOMER SUPPORT COPIED BELOW - NOTE MY INCREASING FRUSTRATION MET WITH MINDLESS APATHETIC RESPONSES:
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RE: Where is order #0 (LTK152016483471X)
11 messages
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A-Fulfillment <orders@lulu.com> Mon, Jan 19, 2009 at 12:41 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad Young,

Can you give me the order number so I can look into this matter, please-
Please feel free to contact us if you have any additional questions.
Please use this link to rate the response you received in this email.
Regards,
Angela H
Lulu Support
http://www.lulu.com/help
In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email.

---------------Original Message---------------
From: Brad Young < >
Subject:
Where is order #0
Hello I never received my order 2150462 - ordered in October. I contacted you previously last year. I chased down the delivery company and they said they have now sent it back to you. Can you please resend the order? I don't mind paying the delivery cost again via paypal? Please confirm.

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Brad Young <xxxxxxx@xxxxxx.com> Mon, Jan 19, 2009 at 1:50 PM
To: A-Fulfillment <orders@lulu.com>
hi there it's in my mail - order 2150462.

Thanks.

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Lulu Support <orders@lulu.com> Tue, Jan 20, 2009 at 6:01 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad,
Hello there. This is now being passed on to the section that can check firther on this for you. Someone should get back to you again on this within two business days.
Thank you

Please feel free to contact us if you have any additional questions.
Please use this link to rate the response you received in this email.
Regards,
John H
Lulu Support
http://www.lulu.com/help
In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email.

---------------Original Message---------------

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Brad Young <xxxxxxx@xxxxxx.com> Mon, Jan 26, 2009 at 12:10 PM
To: A-Fulfillment <orders@lulu.com>
Hello,

I have not heard anything on this request. I have tried conacting you previously. Can I please have a reply to this query on my order I never received?

Many thanks,
Brad

On 1/19/09, A-Fulfillment <orders@lulu.com> wrote:

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Lulu Support <orders@lulu.com> Tue, Jan 27, 2009 at 9:37 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad,
Hello there. I have just heard back from one of our senior managers with responsibility for orders. I am sorry to say that due to various attempts having been made by the shipper to deliver this, and as they were not successful and subsequently abandoned the order, Lulu cannot assist on this issue at all, either with a refund or a reorder or by checking any further.
I am sorry for the inconvenience this has caused.
Thank you

Please feel free to contact us if you have any additional questions.
Please use this link to rate the response you received in this email.
Regards,
John H
Lulu Support
http://www.lulu.com/help
In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email.

---------------Original Message---------------
From: Brad Young < >
Subject:
Re: Where is order #0 (LTK152016483471X)

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Brad Young <xxxxxxx@xxxxxx.com> Tue, Jan 27, 2009 at 10:51 PM
To: Lulu Support <orders@lulu.com>
Hi there,

thanks for your mail. Simply this is not good enough. You have £50 of my money and I either want it back or the products please. You cannot just take my money and claim the matter if out of your hands.

Yes the delivery company tried to deliver it and I missed. I contacted them after Christmas and they said they had now sent it BACK TO YOU. SO YOU HAVE MY ORDER. I have offered to pay the delivery charge for you to deliver it back to me again which is absolutely fair. Let me state again the delivery company said they cannot redeliver the product as they have sent it back to you. I assume you do not destroy your inbound post.

Please respond with a reasonable result. If not I can tell you I will post a complaint about you to as many blogs and twitter followers as I can find.

Many thanks,
Brad

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Lulu Support <orders@lulu.com> Thu, Jan 29, 2009 at 7:51 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad,
Hello again. I am very sorry, but that last reply was from a senior manager here at Lulu and this is the official policy in issues like this. I would prefer it, as would all Lulu staff, that you would not post on blogs / forums etc in the way you say you may do, but, this is indeed your prerogative should you decide to do this.
Please accept our apologies for the inconvenience caused.
Thank you

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Brad Young <xxxxxxx@xxxxxx.com> Fri, Jan 30, 2009 at 4:00 PM
To: Lulu Support <orders@lulu.com>
Hello,

Sorry I am very angry!!! What do you mean 'the last reply'? Please refund my order then AS IT HAS BEEN SENT BACK TO YOU!!!! YOU HAVE IT!!! JUST TELL ME THE DELIVERY COST TO SEND IT BACK. I don't think you read my previous mail.

Thanks.

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Lulu Support <orders@lulu.com> Mon, Feb 2, 2009 at 7:11 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad,
I have read all of your emails, and the requests and comments have been passed to management. The official Lulu stance on this is that we simply cannot assist further. I am very very sorry.
Thank you

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Brad Young <xxxxxxx@xxxxxx.com> Tue, Feb 3, 2009 at 9:29 AM
To: Lulu Support <orders@lulu.com>
Hi there, this is not an acceptable reply. It looks like it was auto-generated. Please read my prevous mails carefully. I want please either a refund or my products - you can't keep the money and the products - that's not how commerce works.
Please consider again that i have already explained - YOU HAVE THE BOOKS, NOT ME.
Brad

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Lulu Support <orders@lulu.com> Wed, Feb 4, 2009 at 8:37 PM
To: Brad Young <xxxxxxx@xxxxxx.com>
Ticket ID: LTK152016483471X
Please use this ticket number in any correspondence with us.
Dear Brad,

Thanks for your email. We do not have your package. We never had your package. If you'd like to see the tracking details of this order, you may visit the UPS website and enter the following tracking number from your order: 1ZR0935V6740023095. As we have previously notified you, this package was abandoned by UPS after numerous attempts to deliver. The official Lulu stance on this is that we simply cannot assist further. I sincerely apologize for any inconvenience.
Please feel free to contact us if you have any additional questions.
Please use this link to rate the response you received in this email.
Regards,
Sarah L