No company gets everything right for every author, every time. What matters is how we handle a concern after someone raises it. We’d rather be upfront about our process than let you guess how we handle disagreements or complaints.
Here’s exactly what happens when an author raises a concern with us, and what we’ve changed based on past feedback.
How to Reach Us With a Concern
If something isn’t working for you, contact us directly at support@pacificpublishings.com or call +1 (213) 286-1726. We aim to respond to every complaint within 48 business hours, not an automated reply, but a response from someone who can actually address the issue.
What Happens After You Contact Us
When we receive a complaint, a member of our support team reviews it, not the person you disputed with. This is intentional; we won’t let the person you’re frustrated with decide how to resolve it.
Common Concerns and How We Address Them
Communication delays: If you feel like you haven’t heard from your project team in a reasonable time-frame, escalate it to support@pacificpublishings.com directly and we’ll follow up with your assigned team within 24 hours.
If any part of your invoice or package isn’t clear, we will explain what it covers before you pay further.
If a cover design, formatted manuscript, or edit doesn’t meet what you agreed in writing, we will revise it according to your contract terms, not according to an undocumented verbal conversation.
What We’ve Changed Based on Feedback
We’ve made specific changes in response to concerns raised by authors and reviewers, including:
- We clarify our fee structure earlier in the sales process, before a contract is signed.
- Reducing reliance on live chat prompts that felt aggressive to some visitors
- Cleaning up testimonial formatting so authors and titles are clearly identifiable
- Publishing our business registration and D-U-N-S Number publicly, so our legitimacy isn’t something you have to take on faith
If you are still not satisfied.
If you’ve gone through our process and we haven’t resolved your concern yet, you’re welcome to leave an honest review on Trustpilot or Google, since we don’t ask reviewers to remove or edit negative feedback because we’d rather have an accurate public record than an artificially polished one.
Our Commitment Going Forward
Companies that disappear when something goes wrong damage trust in the self-publishing industry. We take the opposite approach: we document a process, provide a real response time, and show changes when we have fixed something wrong.
If you have a concern right now, reach out to us directly, we’d rather hear from you than have you leave without saying anything.
Where You Can Verify This Yourself
We don’t expect you to take our word for how we handle feedback, here’s where you can see it in practice or read more about our approach to transparency:
Pacific Publishings Reviews – Trustpilot See real, unfiltered author reviews, including any negative ones, we don’t ask for removals.
How to Verify a Self-Publishing Company A practical checklist for confirming a publisher’s registration, D-U-N-S Number, and track record before signing.
How to Tell If a Self-Publishing Company Is Legit (Before You Sign Anything) A practical breakdown of red flags every author should check before signing with any publisher.
5 Questions Every Author Should Ask Before Hiring a Self-Publishing Company Direct questions that filter out almost every bad actor in the self-publishing industry.
The Author’s Due-Diligence Checklist: Vetting a Publisher Before You Sign A step-by-step guide to verifying a publisher’s legitimacy, registration, and testimonials.
Publishing Scams Are Everywhere Right Now, Here’s What We Check A quick-reference checklist for spotting common publishing scam tactics.
Is Pacific Publishing Legit? Verify Us Yourself Our full breakdown of business registration, D-U-N-S Number, and verified published titles.
FAQs
How long does it take Pacific Publishing to respond to a complaint?
We aim to respond to every complaint within 48 business hours. This isn’t an automated reply, it’s a response from a support team member who can actually address your specific concern.
Who reviews my complaint if I have a dispute with my project team?
A member of the support team reviews your complaint and is not the same person you had the disagreement with. We choose this approach to ensure the resolution isn’t determined by the person you are frustrated with.
What if I’m not satisfied with how my complaint was handled?
If you’ve gone through our process and still feel unresolved, you’re welcome to leave an honest review on Trustpilot or Google. We don’t ask reviewers to remove or edit negative feedback because we’d rather have an accurate public record.
Has Pacific Publishing made changes based on past author complaints?
Yes. We’ve clarified our fee structure earlier in the sales process, reduced aggressive live chat prompts, cleaned up testimonial formatting, and published our business registration and D-U-N-S Number publicly.
What should I do if a deliverable doesn’t match what was agreed?
Contact support@pacificpublishings.com with your contract details. We revise deliverables according to the written terms in your agreement, not according to undocumented verbal conversations.
Can I escalate a concern if my project team hasn’t respon
Yes. Escalate directly to support@pacificpublishings.com and we’ll follow up with your assigned team within 24 hours.