We have had problems with CQ Press invoicing.  They send cryptically worded invoices with no PO reference.  Their e-book access fees are particularly frustrating as they just list a number of books, no titles, not even cryptic ones.  There are also issues related to how invoices are created (manually or auto-generated) that cause major headaches and have led to duplicate charges.  I have found two people there who have responded in a helpful way.  I am hoping that the last conversation I had with one of them will resolve some of the issues, but it requires her to manually create all of our invoices.  I don’t recall any recent problems with returns, but the invoicing issues make up for it!

Good luck.

Julie

From: SERIALST: Serials in Libraries Discussion Forum [mailto:SERIALST@LIST.UVM.EDU] On Behalf Of Wadeborn, Germaine
Sent: Friday, July 29, 2011 2:05 PM
To: SERIALST@LIST.UVM.EDU
Subject: [SERIALST] CQ Press

Has anyone experienced poor customer service from CQ Press?  We find it very difficult to deal with them.  We have sent them cancellations which they confirm yet they continue to send the next edition with invoices.  When we try to contact them they indicate they have not received cancellation, ask us to prove that we did the cancellation.  They then refuse to accept return of the physical volumes and insist that we pay the invoice.  They also will not give us the name of an individual to whom we can speak directly.

Germaine Wadeborn

Head, UCLA Library Print Acquisitions

310-206-6780