Kansas City Star

Thank you for your letter regarding your Kansas City Star refund.    After looking at your account, our records show that we deposited a refund in the amount of  $116.42 by Bank Draft, back into your checking account on 11/23/2015.    I dont know how long it takes your bank...

to process refunds but your refund should be posted to your account within a few days of November 23.   We didnt receive anything back from your bank that would indicate there was a problemwith the refund posting.       If I can be of further service  please do not hesitate to contact me   Thank youRai H[redacted] ###-###-####  Finance Department, The Kansas City Star.

Another very nice subscriber.  Has been receiving all papers consistently.She has my number and local customer service should she have any more problems!

Ms. [redacted],I have added your residence to a verification list to ensure you get your NYT this Sunday. I have also discussed these delivery issues with the distribution company in charge of your delivery. Your refund was processed on 6/23 and was to return to a visa ending in [redacted]. Our records show that the refund was successful. If you have not received it yet I recommend contacting your bank. If you have any further issues, please contact me directly. My contact information is provided below. Thank you for the opportunity to resolve this issue.[redacted]Audience Consumer Advocate[redacted]###-###-####

Dear Ms. [redacted],I am always sorry to hear about situations like this. Fortunately, a new distribution company had taken over the delivery of this area the week this complaint was filed. I notified them that this customer is no longer subscribed to the Sunday Star and they ceased throwing the paper...

this weekend. I will continue to follow up with the customer for the next few weeks to ensure that the carrier does not start throwing the paper again, but I feel confident the customer will not be receiving one unless they would like them.Thank you for bringing this issue to our attention.Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Mr. [redacted],I apologize for the inconvenience your delivery issues has caused you. After going over your complaint I communicated these issues to the distribution company in charge of your delivery. I included your request for a district manager to visit your home. I assigned your residence to...

a verification list to prevent any further missed deliveries while we worked through the issue with your carrier. I also had the finance department credit your account for 4 weeks. Your account is now paid through September 2. If you have any further delivery issues, I encourage you to contact me directly. My contact information is listed below. Thank you for your readership and the opportunity to fix this problem. [redacted]Audience Consumer Advocate[redacted]###-###-####

Dear Ms. [redacted],I am sorry to hear of your delivery issues. We are keenly aware of the dissatisfaction our customers are feeling in this delivery area. So much so that we have decided not to renew our contracts with the distribution company in charge of your delivery. We are giving them the option to...

leave early with no penalty however, we are unable to force them to take the deal. Until then I am happy to handle any of your missed paper complaints directly. I see that you have not reported a missed paper since the incident in which this complaint is about, on May 4 and 5. The only other complaints on your account are about the price of your paper on April 6, and a missed paper in November. I have credited your account for two weeks for your inconvenience. If you have any further questions or concerns, please contact me. My information is provided below.Thank you for your readership.Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Mr. [redacted],I apologize for the inconvenience you have encountered with our automated phone line. I see that you did not receive the vac-pack you had requested on May 31 and had your account extended for 5 days. In the future, you can contact me directly. I have a small team of messengers on hand...

to deal with this exact issue. I have sent a messenger out with today's paper and have contacted the distribution company in charge of your delivery. Please know that we are actively reforming delivery issues throughout South Johnson County. Our expectation of service is not currently being met by our contractors and we are doing everything we can to change that. Customer satisfaction is our number one priority. Please let me know if you have any further questions or concerns. Thank you,[redacted]Audience Consumer Advocate[redacted] Kansas City, MO 64108[redacted]###-###-####

[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 me.
Regards,
[redacted] A [redacted]

Mr. [redacted],I am sorry for the poor service you have had the past several weeks.  We did make a carrier change on January 5th and have been working to improve the delivery service in this area.  It is disappointing we have not corrected your delivery.  The District Manager will be out...

with the individual delivering to make sure we do not miss you going forward.I have credited your account.  Please let me know if you have any further delivery concerns.Sincerely,[redacted]Audience Distribution and Delivery Director

Reports great service.  He's out mowing so can't talk long.  He did manage to write down the local number and will call if any more problems.Jeanie

Ms. [redacted],After receiving the refund this customer had requested in his initial complaint, he rejected our request to settle this complaint because he wanted a formal letter of apology signed from our CEO. Unfortunately I am unable to provide that to him however, attached is a formal letter of apology that I wrote and signed and have mailed out as of today. Please understand that we are deeply sorry that we could not fix his neighborhood delivery issues before he canceled his subscription but all signs indicate that delivery in that neighborhood has improved and I would be more than willing to work with him to get a paper in the future.Thank you for your attention to this matter,Dakota C[redacted]Audience Consumer Advocate###-###-####

Thank you for bringing this issue to our attention. We received this notice 5/2/17.I've put in a refund request for the balance owed the customer of 18.51. Please let customer know to look for refund put back on her credit card ending [redacted].

I am rejecting this response because: While we...

dislike receiving an incomplete paper or no paper at all, we are not surprised when that happens--disappointing but we are realistic.The last problem was caused when the automated response 
said a Sunday paper would be delivered as soon as possible and it never showed up, not the next day or the next week.Further, there seems to be no way to get credit for any missing or incomplete paper.
Regards,
[redacted]

Our Delivery Services Manager spoke to this subscriber on August 13, 2015.  At that time the paper was being received.  For further delivery issues, we can be reached at 816.234.4513.  Our sincere apologies for the delivery issues.Thank you,The Kansas City Star Customer Service...

Department

Spoke with the carrier and she will talk to the driver and make sure he delivers a paper every day!  Also spoke to Mr. [redacted] and told him I had talked with the carrier and they will keep an eye on his address.  I told the subscriber to keep in touch with me if there is anything else...

we can help with.

Dear Ms. [redacted],After talking to Ms. [redacted] about her delivery issues I learned that she had purchased several papers at the store because they were not delivered to her house. I had 5 weeks credit applied to her account to cover all of the papers she missed and or purchased this year. I...

contacted the distribution company in charge of her delivery on Wednesday, May 18, she missed delivery on Thursday but it was delivered with Friday's paper. She has received every paper since. I feel comfortable saying her delivery issue has been resolved however, I recommended that she wait a week before responding to the complaint. This is something only time will be able to prove. I have promised to continue to follow up with her and ensured that I would be around if she had any further questions or concerns. Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

I looked out for my paper at 7am 22Jul15 nothing in drive. My wife left about 830 am & paper was there.             Took trash out 7:30 no paper, still no paper.                                      [redacted]

Dear [redacted],After my initial phone call made on February 24, I heard that their delivery had improved substantially. I contacted the Lead District Manager and the distribution company to ensure that this neighborhood and customer was being thrown to correctly. I follow up phone call today proved to...

me that their delivery issues have been resolved.I promised the customer I would continue to follow up with him to ensure that he is getting a complete paper delivered to his residence on time on Tuesday, March 8. He also talked of a few of his friends delivery issues in which I encouraged him to give them my contact information so that we may resolve any of their issues as well. Thank you for helping me ensure this customer has a satisfactory service provided to him from the Kansas City Star. Dakota C[redacted] Audience Consumer Advocate###-###-####

Dear Ms. [redacted],After investigating into this delivery issue, as requested by the customer I wanted to reimburse the customer for the papers they have missed and had to go out and buy. After requesting that their latest payment made via EZ Pay be refunded to their card and their account was...

extended, the finance department notified me that there was a separate dispute pending on her card and this will not be able to be resolved until they hear back from the customers credit card company. I have tried to get a hold of the customer several times to no avail. I have provided my contact information for the customer and I have notified them that a new distribution company is taking over their delivery area on Sunday, May 22. I do not see any complaints on the account since May 1, 2016 and have been unable to attain any information from the customer to say that they have missed any papers since then.So once again, I encourage the customer to reach out directly to me if they feel that any other matters need to be settled with this complaint or if any delivery issues reoccur. Thank you for your help in tending to these matters.Dakota C[redacted]Audience Consumer Advocate@KCStarVIP1729 Grand Blvd, Kansas City, MO 64108http://kansascity.com/###-###-####

Dear Ms. [redacted]I have currently reached out the customer. The PO Box provided is not attached to their account and neither is their phone number. Their email was attached to an address in Overland park so I requested that their account be extended for 13 weeks as requested. Once money is put on...

the account we can start delivery back up and monitor it from there. I left my contact information on Ms. [redacted]s voice mailbox and hope to hear from her soon so that we may move forward.Thank you for your help in this matter.Dakota C[redacted]Audience Consumer Advocate###-###-####