Kansas City Star

To the CEO of the Kansas City Star and/or whom it may concern:

My husband and I started a Kansas City Star Newspaper subscription in February, 2022. The advertisement came out of Livonia, Michigan. We opted to take the 52 weekly subscription and paid the additional $9.99 activation fee required which has been paid as well. Thus far, the delivery services have been outrageously poor and "Completely Unacceptable".

Today is Tuesday, April 12, 2022 and we have not yet received a Sunday newspaper for the last three (3) weeks. Monday, Tuesday, and Wednesday newspapers have not been delivered as well.

On one Friday (after we called about the delivery problem}, late that evening, we actually received "2 Thursday newspaper issues" instead of a Thursday and Friday newspaper.

The individual driving a little red vehicle (who only "OCCASIONALLY" delivers a paper), is "ALWAYS" late, if he even shows up at all, and he has delivered papers to Fisk Ct, one (1) block west of Mokane Ct. and yet he's failed to deliver the newspaper on our block.

My husband was out walking the dog today April 12, 2022 and he actually saw this same person delivering the paper on Fisk Ct. The guy had his window down when he drove up the street making the newspaper delivery, and my husband yelled out "Sir excuse me" a couple times to get his attention. When the delivery person drove back down the street, he put his window up so as not to acknowledge my husband. Needless to say, he simply ignored him and drove off. How "Hateful" was that. If this isn't "Poor Customer Service" we don't know what is!

I recently received a letter indicating a weekly supply chain charge fee of $0.39 cents to be applied to my subscription to offset the increased delivery cost of our newspaper, which as previously stated, we rarely receive. Although we were told that the newspaper should arrive between 7:00 am. and 8 am., that has NEVER happened as I've stated before, we rarely get the paper, but they've "Already gotten out MONEY".

We've called the following number: 877-962-7827 numerous times to no avail, as it goes to different individuals in the Philippines that obviously have "No Authority" to rectify a newspaper problem in the Kansas City, Missouri area. Thus, all we've ever gotten are: excuses, apologies, and empty promises that never come into fruition.

If the initial letter sent out {regarding the extended Kansas City NEWSPAPER offer) wasn't ever going to be implemented, that appears as "False" advertisement. If the hired employees at the Kansas City Star can't take their jobs seriously, and do what is require of them, perhaps they need to find a different job that better fits their needs and personality.

At this point, our issue has not been resolved and my husband and I remained disgruntled and disappointed. Whoever reads this complaint, please try to put yourself in our shoes, and think about how you would feel if the service you received was as "Blatantly POOR" as ours is. To add insult to injury {as state before), "The Kansas City Star Customer Service Team" have the "Audacity" to think it's appropriate to bill us an additional weekly charge of $0.39 cents for a newspaper that "IS NOT" even being delivered. What kind of people are you hiring!

Note: The Real Clincher is: We were informed that the money we've already paid for the entire year is "NON Refundable". Imagine that! Go figure.

Unfortunately, there is no place to check 0 for a satisfaction rating.

My 89 year old father in law spends two months with us each year to cheat winter in Northern Minnesota. Two years ago he complained that he did not have a daily newspaper to read so in October of 2019 my wife purchased a 13 week subscription so her dad had something to read each morning. After the subscription expired we received no less than 8+ email from the KC Star to renew the subscription by clicking on the red button at the bottom of the email. Of course my father in law was leaving in early February and both my wife and I do not read the paper so we did not renew. Fast forward to July 14, 2020 and we receive a bill from a California Collection Company for the unilateral 'subscription renewal' for $113.27. Of course my wife called the newspaper and was told that they would resolve the issue with no money or action required by us. Now today we receive another invoice from the same California Collection Agency. I hate to admit it but we paid the invoice to prevent damage to our credit even though we believe we are in the right and were lied to by the Kansas City Star Customer Service Rep. I would have given the Star a zero star rating but that was not an option.

We were able to reach subscriber and saved the stop Contacted distributor on 1-(before the restart was entered) to ensure delivery of the paper for this morning 1- Restart entered on 1-8.Subscriber received the paper on 1-8.We will check back with the subscriber on 1-to follow up and make sure they receive consistent delivery

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAll money finally returnedThank you Regards, [redacted] ***

Hello,Thank you for contacting usWe sincerely apologize for the difficulties you have experienced with your subscriptionYour account has been credited for the missed papers as requested.We are also contacting the distribution manager to correct the non-delivery problem with your carrier.Thank you,

Our billing statements note that our delivery will continue unless our customer service department is notified We did not show a notification, but we have cancelled all charges and notified [redacted] to close the file We do not impair personal credit.Our sincere apologies for any confusion regarding our delivery policy.Thank you,The Kansas City Star Customer Service Department

Dear Ms [redacted] ,I am writing to inform you that the District Manager of your delivery area took over your route as of June This should have resolved all delivery issues immediatelyI see that you have no missed paper complaints on your account after June We are actively looking for a carrier that can adequately deliver papers in this area, until then, to ensure satisfactory service, we will be delivering ourselvesFor your inconvenience I have credited your account for an additional two weeksPlease do not hesitate to contact me if you have any further questions or concernsThank you for your readership[redacted] Audience Consumer Advocate@KCStarVIP [redacted] /###-###-####

Dear Mr [redacted] ,I apologize for the inconvenience your delivery issues has caused youAfter going over your complaint I communicated these issues to the distribution company in charge of your deliveryI included your request for a district manager to visit your homeI assigned your residence to a verification list to prevent any further missed deliveries while we worked through the issue with your carrierI also had the finance department credit your account for weeksYour account is now paid through September If you have any further delivery issues, I encourage you to contact me directlyMy contact information is listed belowThank you for your readership and the opportunity to fix this problem [redacted] Audience Consumer Advocate [redacted] ###-###-####

Mr [redacted] I am sorry for this inconvenienceAccording to my records your Star subscription was canceled on February 5thI will contact the distribution partner in charge of your delivery and see that they start delivering the Barrons and Wall Street Journal more regularlyBased on your complaint, this seem to be an issue that only occurs on SaturdayI will notify the distributor that your Monday - Saturday WSJ subscription is being delivered fine, Monday-Friday but Saturday's need to be verified by the manager in charge of the carrier in your areaI hope this resolves your delivery issuesPlease be sure you are contacting the Wall Street Journal and Barrons for missed papers, as they handle their own customer service issues

Dear Ms [redacted] ,I am happy to report that after my Initial phone call with [redacted] on 2/her delivery has been excellentI contacted the Senior District Manager and distribution company to see if we could work out a deal to get her paper delivered to the door, on time and consistently [redacted] says her mother is "just tickled" at how great the service of her paper is nowMs [redacted] promised to keep me updated on her delivery and I have planned to follow up with her on Friday, March Thank you for aiding us in bringing this matter to a close.Dakota C***Audience Consumer Advocate###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

We apologize for the confusion about your extended subscriptionYou will receive weeks as promisedThank you,

This is information is regarding account [redacted] We have reviewed the account and there is no balance dueThe collection agency has been notified to no longer contact you.Please also note that we do not report to a credit agency so none of this reflect on your credit rating

I am rejecting this response because: My complaint had nothing to do with a request for "credits for missed papers." I requested a refund for an online subscription that I cancelledWhen I spoke to Tina D [redacted] on October 14th, she said that they could not process a refund because their computer system had been updated and she did not know to process refundsShe then called me on October 16th to tell me that she would mail a refund check, but I have not received a check in the mail Regards, [redacted] ***

We apologize for the issue and will refund the amount as customer has requested Please allow 7-days for refund to be received, the refund will most likely post to your credit card that was being charged monthlyThank you!

Dear Ms [redacted] After contacting the Mr [redacted] on February 25, this matter has now been settled per the customers requestI am deeply sorry for the delivery issues he has endured as for that is not the image the Kansas City Star wants to portray to our subscribers and friendsI provided him with my contact information if he had any further questions and concerns in the future Thank you,Dakota [redacted] Lead VIP Representative###-###-####

I have been in contact with Mr [redacted] I have provided him with the refund information regarding Transaction numbers showing that the refund was processed back to his credit card in July I am also waiting on a response from the third party refund processor that handled the Mastercard/Visa refund to get further verification I've told Mr [redacted] I would get to the bottom of this for him one way or another thank youRai H [redacted] , Finance Department

Our Finance Customer Services Representative, Phyllis G [redacted] , spoke to the subscriber on November 13th, Phyllis explained the billing error and adjusted the subscriber's account Our apologies for the billing error.Should the subscriber wish to contact Phyllis further, she can be reached at pg [redacted] @kcstar.comThank you,The Kansas City Star Customer Service Department

I am rejecting this response because: I only received the paper for days straight and, today, Sunday, I have not received my paperApparently, they haven't fixed the problem Regards, [redacted]

We would like to know what the reason no Sunday paper was not delivered to our building Oct and if this will happen again Have heard rumors there will not be delivery on Sundays and need to know before renewing subscription! Phone message about this not returned [redacted]