Orange County Register

Review: The OC Register started using an independent carrier per their IVR Response when calling their customer service department. As of Saturday 10/4/14, I (and several others) have not received a paper that I paid for and that service includes delivery of their paper. I called customer service several times and cannot get a live person. I emailed them and no response. Their automated system asks us to be patient. I was patient for 4 days and still no newspaper is being delivered but they take my money I paid for delivery and the paper. This is a not satisfactory and would like to know what recourse I have.Desired Settlement: I would like creidt for days I did not recieve the newspaper.

Business

Response:

Over the weekend, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.

Review: Contacted them regarding charges to bank account that went on for over a year and they claimed we never cancelled paper when we moved. Traced charges back to April 2012 and address was not valid since 2010. Customer service insisted we were charged entire time and cannot give refund since they said we never closed account . I have obtained copies of bank statements for the period in dispute. Charges just began out of the blue in 2012. Register offered a partial refund but these were entirely unauthorized charges. I am seeking a full refund and if needed will.provide statement copies.Desired Settlement: Entire refund for fraudulent charges.

Business

Response:

In review of the past subscription file, we see that a delivery service was started on 1/14/2010 by a door crew sales vendor. The initial subscription agreement signed by the customer disclosed a reoccurring bank draft auto debit every 5 weeks in the amount of $7.94 that would continue until the subscription was cancelled by the customer. The information in this complaint indicated that the customer relocated to a new address without any attempts to transfer or stop the delivery service; as a result the delivery service continued uninterrupted until 1/28/2014.

Review: I did not receive my newspaper for several weeks. After emailing customer service several times I still did not receive my paper. I asked for a refund of $82.84 and [redacted], Customer Support Specialist agreed to my refund in an email dated 2/15/15. I have sent two more emails requesting my refund and have not received any reply.Desired Settlement: Please mail my refund of $82.84 to me.

Business

Response:

As requested the refund check in the amount of $82.84 was mailed to the address listed on the account on 5/15/2015. Please allow up to 10 days to receive the refund. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is completely resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I paid in advance for six months and haven't received a newspaper in two weeks. Call their customer service number and was told they are getting a lot of complaints because of their delivery problems. Well they haven't fix them. Still waiting. Great customer service!!!!!Desired Settlement: Just want the newspaper delivered is that so hard for them to do!

Business

Response:

Saturday October 4, 2014, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.

Review: I have prepaid for my paper to be delivered on Sundays. I have not received my paper in 3 weeks. The company has "high call volume" so you can't get through. I have tried for several days each week. The first week, I got through after 3 days, they added two weeks on to my subscription. The last 2 weeks, still have not received my paper. Today, I finally got through, when I was on hold the phone disconnected due to high call volume. Their email system doesn't work either. I am paying for a service that I am not receiving, and can not get a person to speak to to rectify the problem.Desired Settlement: Cancel my service, get a refund. They should be shut down for fraudulent services.

Business

Response:

Saturday October 4, 2014, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.

Review: September 21, 2015

Revdex.com

RE: Orange County Register Acct. # [redacted] – [redacted]

I am writing on behalf of my mother, [redacted], a senior citizen age 91, and an OC Register subscriber of many, many years.

[redacted] moved in May of 2015. Repeated attempts were made to get her Orange County Register subscription transferred to her new address (which is a home in a residential community). The Register, for whatever reason, was unable to complete this request and deliver to her new home.

Since that time I have requested a refund of the register for the balance of her paid subscription (approximately $45.00) . We have yet to receive the refund. Below is a recap of the dates I have spoken to the Register on this topic:

5/18/15 Sally

6/2/15 Cole

6/3 [redacted]

6/9 [redacted]

6/16/15 Chris

6/29/15 [redacted] and [redacted]

7/28/15 – told by [redacted] refund would take 8-10 weeks

9/17/15 – [redacted], and supervisor [redacted]. Told refund would be received no later than 9/19.

Although the amount due is small, no company should operate this way. This is absolutely ridiculous. It is my belief that the Register has no intention of processing the refund.

I request your assistance in contacting the Register and requiring them to refund the amount due.

Sincerely,

[redacted] for [redacted] S. [redacted]Desired Settlement: Refund check. An explanation of how and why this occurred would be nice, but is not anticipated.

Business

Response:

Our records show a subscription account in the name of [redacted] at

This weekend,4 of my friends along with their children and my husband went to the much acclaimed Break of Dawn restaurant in Laguna Hills. While trying to order we requested to not have bacon served to us since we do not consume pork. Instead of politely advising us that substitutions are not allowed, the Manager at the restaurant came to our table, pointed at us, and said " You need to leave" in the most disrespectful manner I have ever experienced. When we tried to speak to him, he took out his phone and contacted the police department. We left the restaurant and waited patiently while the police officers arrived. This was quite possibly the most humiliating experience we have ever had, especially with a 4 year old and 6 month old child present in our group. We dine out frequently and are aware that many specialty chefs do not offer substitutions, but we have never been asked to leave an establishment due to a simple request. The Manager could have offered alternative menu items or could have spoken to us in a courteous manner instead of embarrassing us as if we did something wrong in front of an entire restaurant filled with other patrons. Other guests were also flabbergasted and apologized on behalf of the restaurant. I have spoken nothing but highly about this business since I personally tell the owner's story to every single friend of mine because I used to have so much respect for him and his business. It was very unfortunate and an extremely uncomfortable scenario for those of us just wanting to have a nice, Sunday brunch supporting a local business.

Review: The Orange County Register delivers a free Fullerton community newspaper every Thursday. All of my neighbors seem to regularly receive this free newspaper, but I am excluded from the delivery. I have sent SEVERAL email messages to the Orange County Register's customer service email address to correct this problem. The email address for customer service is: [email protected].

After sending the email request to them, I seem to receive this free paper for one to three consecutive Thursdays and then the paper stops being delivered. This has been going on for several months.Desired Settlement: Please PERMANENTLY add my address to the carrier's delivery list so that I can regularly receive the free Thursday Fullerton Community newspaper without my having to beg for a copy of this free newspaper.

Review: I have been a longtime subscriber of the Orange County Register. My paper used to be delivered per their policy which states M-F by 5:45am. Recently my paper has not been delivered until closer to 9am on days I actually even receive it. I have called to complain about this and all they can say is that it isn't their problem since they outsource the deliveries now. I asked when they would have everything back on track and the only answer they had was that they weren't sure since it's out of their control. They also state they no longer abide by the 5:45 am policy but it is still posted on their website. Based on the yelp reviews I just read it seems I'm not alone in my experience.Desired Settlement: I would like the OC Register to own up for their new business model of outsourcing deliveries instead of saying it's out of their control etc. If they can't rectify the problem quickly enough I would like a full refund and cancellation of my subscription.

Business

Response:

We contacted the subscriber and verified that we have corrected the delivery issues. We will follow-up with the customer to verify the delivery and escalate this matter until it is completely resolved. A credit has been processed for all of the missed deliveries.

Review: I ordered a Sunday paper delivery for 1 year from [redacted]. It took about 3 weeks to get a paper, where I received 2 Sunday's of delivery. The third week I received my Sunday paper on a Tuesday or Wednesday. That is what they stopped delivering completely. It has now been 8 Sunday's with out a Sunday paper. OCRegister has done nothing to remedy the situation. I have to email weekly and they will always apologize and tell me they are going to speak to their delivery carrier. But then a new Sunday comes and still no paper. I paid in advance for a Sunday paper to be delivered so I could have the coupons to help my low income family. I want my paper I paid in advance for.Desired Settlement: I just want my paper I paid for.

Review: On October 9,2014 I cancelled my subscription to the OC Register. As of October 23 the paper is still being delivered to my residence. I have called four different times reporting this error to customer service. Each time I was assured that delivery would be stopped. This is ridiculous. Do I have to call every day until it stops? New delivery contractor or not, after four times, the message should get through.Desired Settlement: Stop home delivery of the OC Register.

Business

Response:

We have made several attempts to contact the consumer to confirm that we have corrected this issue and apologize for any inconvenience we may have caused with the deliveries after the requested stop date. As requested this matter has been escalated with our distribution contractor to honor the consumer request to stop the delivery of the newspaper.

Review: I paid my 6-month subscription ($22.46) from September 22, 2014 through March 22, 2015, as shown in the copy of my billing statement. The paper delivery was satisfactory until the delivery contractor changed October 05, 2014. The two weeks following I did not receive any newspapers. I attempted to call your company to report the issue, but your service line did not take my call with exception to an automatic phone-greeting message acknowledging a delivery problem. I canceled my subscription on October 19, 2014 by email, because I could not get a hold of the service phone line.

On November 14, 2014, I called the service line and talked to [redacted] about the cancelation of my subscription and to request a refund check. He acknowledged that they were processing my request for the cancelation. [redacted] also stated that the refund check will be mailed within 6 to 8 weeks.

On December 20, 2014, I called the service line and talked to [redacted] again about not receiving the refund check. He said that he processed the cancelation on 11/17/14 and it took about 6 to 8 weeks. I waited, but the check never came.

On January 19, 2015, I call the service line and talked to another representative, [redacted], about not receiving the refund check. First, she said the refund check had already been mailed out without asking my name or account number. Only after requesting the specific date of when the check was mailed, she asked for my name to check the details and stated that the check had not been mailed yet. Not to my surprise, she said that I would receive the refund check in 4 to 6 weeks from today (1/19/2015). I have never experienced such inefficient and incompetent customer service to correct a simple issue.Desired Settlement: Refund check of $18.00

Business

Response:

We have made a second attempt to contact the subscriber to confirm that the refund check is scheduled to be mailed to the customer at the address listed in the complaint on 2/12/2015. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is completely resolved.

Review: Cancelled newspaper subscription on 11/1 2014 and called four times to get my refund but still did not receive a checkDesired Settlement: Would like to get a check asap

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Wed, Feb 4, 2015 at 5:13 PMSubject: Re: You have a new message from the Revdex.comTo: "[email protected]" <[email protected]>I received my check. Thank you

Review: The OC Register quit delivering my newspaper on Oct. 3, 2014, due to problems they were having with delivery people. I called them and they offered to send me a refund. It has been 3 and 1/2 months and I still have not received my refund which should be

$47.73. I have called 2 more times since then. They keep telling me it's coming.Desired Settlement: To be refunded $47.73

Business

Response:

We contacted the subscriber to confirm that the refund check was mailed to the customer at the address listed in the complaint on 1/19/2015. We will follow-up with the customer to verify receipt of the refund check and escalate this matter until it is completely resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Several years ago 2 guys came to my door asking me to help them and wanting me to subscribe to the Orange County Register. I gave them a check for a limited period of time subscription. Somehow they started drafting my bank account for payment. Stupid me I never noticed it for about three years (I know it's crazy). Once I realized it I called and complained, but they were not going to bend. I stopped the paper and they continued to deliver it for several weeks. I just got a call saying I owe them over $100.00. This is a nightmare I never wanted this paper and can't seem to stop them from trying to bill me and deliver it. Please help!!!

Product_Or_Service: newspaper

Account_Number:[redacted]Desired Settlement: See Complaint Text

Business

Response:

We called the customer on 1/22/2014 regarding the complaint that was filed with the Revdex.com to determine if there were any additional actions that we needed to take to resolve this billing issue. The customer said that the partial refund that she received through her bank was satisfactory and she did not want to pursue this billing issue any longer.

Based on the information that was provided in the complaint it is our judgment that the delivery service continued after the desired stop date. We have made the necessary credit adjustment to the account to remove the outstanding balance owed as a result of the delivery service.

We apologize for any inconvenience we may have caused the customer in this matter.

Review: I have paid for Sunday delivery through December 23rd. I have not had a paper delivered since Sept 28th, a total of 10 missed deliveries. Today is Saturday, tomorrow would make 11 missed papers. I have called and written once a week since October 5th. I get sympathetic people on the phone but no satisfaction of the problem. They tell me they will credit me, but I have received no formal notification of that either. My subscription is about to expire, I typically receive a new billing, but no invoice. I get no recognition as a customer.Desired Settlement: I want my papers delivered as agreed or I want a full refund within 10 days. I paid my subscription on time, they should pay me back quickly.

I'd really just prefer to have delivery commence. I cannot believe that it takes 11 weeks to hire a newspaper delivery staff.

At the very least I think I am entitled to a FORMAL RESPONSE from the Register telling me the TRUTH about what they intend to do: cancel my service, pay me back, start delivery again - - - SOMETHING IN WRITING.

Business

Response:

We contacted the subscriber to confirm that we have corrected the delivery issues. We will follow-up with the customer to verify the delivery and escalate this matter until it is completely resolved. A credit has been processed for all of the missed deliveries.

Review: Since October 4, 2014, I have only received home delivery of my newspaper subscription, 7 times. I have logged missed delivery notifications via e-mail, telephone, online chat (which no longer works). I am told they are working on the problem. No they are not. Other people in Brea are receiving their newspaper, why am I left out? There are no obstructions on my street prohibiting delivery. I am a long time, pre-paid subscriber. They have my money and have not delivered the agreed upon product which is a daily newspaper.Desired Settlement: I want credit for all of the newspapers that have not been delivered plus additional credit for time I have spent on the telephone waiting for someone to answer and the numerous e-mails I have sent telling them my newspaper was not delivered. I would like my newspaper delivered every day before 6am as they have promised.

Business

Response:

We have contacted the subscriber to confirm that we have corrected the issue and apologized for any inconvenience we may have caused with the missed deliveries. Our goal in the days and weeks ahead is to make things right, and we are making rapid progress. We will follow-up with the consumer to verify delivery times and escalate this matter until it is completely resolved. A credit has been processed for all of the missed delivery days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been astounded at how poorly the Register has responded to multiple complaints I have or better put how they have NOT responded at all. I can't even begin to express the level of my frustration at their lack of response multiple times including many phone calls I have tried to make (can never get through - same message for months stating they are too busy...) I have had missed papers, wet papers (including this mornings). It is beyond me that this poor level of service can go on this long with no response. It is absolutely ridiculous. Their lack of ability to respond is the worst I have experienced in my lifetime. It very much concerns me that they have a A+ rating with Revdex.com - that does not jive with reality.Desired Settlement: I would like to receive a phone call from management, a letter responding to my letter I sent over a month ago. I would like to see a professional response to their atrocious service record as of the last 3 months.

Business

Response:

We have contacted the subscriber to confirm that we have corrected the issues of missed deliveries and wet papers. We will follow-up with the consumer to verify delivery and escalate this matter until it is completely resolved. A credit has been processed for all of the missed delivery days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not seen a bill yet that reflects my discount for missed papers and I would not want to consider this problem resolved until I see a positive pattern of customer service response. I did receive a call on Dec 10th from a rep verifying I am receiving a paper every day. I am in fact receiving a paper it is still being barely thrown onto my driveway and it was very wet this past Friday - although it was on the driveway for a number of hours since I was not home - still the red bags they use are cheap and every time it has rained - I have had a wet paper.

Review: Over the last 5 weeks out of 20 papers we should have been delivered we have gotten 4 Whenever we call to complain they say they will send it out and it has not come 1 time. In addition, Since we are on auto pay they have taken money for non delivery of goods. In addition, when you call you never get through, you wait for up to 30 minutes, then you get an answer that is not true. This weekend we were suppose to get 4 papers (Thursday-Sunday) Did not get Thursday, Got Friday, and Saturday, then did not get Sunday. As usual they said they would send it out but I never came. I drove to different locations where they say they have free papers but neither had papers. Ended up having to pay extra money to get a Sunday paper.Desired Settlement: They should immediately start deliveries as scheduled, refund the money they hold without delivering as promised, and send personal apologies to those who have been getting jerked around.

Business

Response:

We have contacted the subscriber to confirm that we have corrected the issue and apologized for any inconvenience we may have caused with the missed deliveries. We will follow-up with the consumer to verify delivery and escalate this matter until it is completely resolved. A credit has been processed for all of the missed delivery days.

Review: Since a change of vendors for delivery by the Orange County Register (approximately a week and a half ago), I have received 3 papers - 2 delivered on the same day in the same place. I have attempted to contact the OCR by email, via their website twice but have only received auto-replies back.

I just attempted to contact the company by telephone. After waiting almost 10 minutes, the CSR answered the telephone talking to another person in his area, laughing and he said, "let me use your phone...Hey! Let me use your phone." After a short period of silence, I said, "Hello?" [redacted], the CSR answered with, "Hellooooo." He asked for my account number and what I was calling for. After telling him that I would like to have my Sunday paper delivered, he responded, "Ma'aaaamm, I don't understand your tone." Then he laughed and hung up on me.

I have emailed the Orange County Register and notified them that I want my subscription canceled and a full refund for the payment I just made. I don't expect them to acknowledge the email, as they haven't replied to previous emails of complaint.Desired Settlement: Please act in whatever capacity you can to ensure that my payment is refunded and the service is canceled.

My account with OCR account number is [redacted]. I just issued a payment for 3 months of delivery on October 1, 2014, with check number [redacted], in the amount of $152.58.

Thank you for your assistance in this matter.

Business

Response:

Saturday October 4, 2014, the Register transitioned to a new independent carrier force to deliver the newspaper. While most delivery routes were not impacted, several of you had problems.