Orange County Register

Review: The Orange County Register has failed to deliver the newspaper consistently since October 1, 2014. Telephone calls to attempt to resolve the issue result in long waits and promises of delivery and credit for missed deliveries. There have been 27 missed deliveries since October 1, 2014. I was promised a refund for missed issues on October 26, 2014 only to find out the credit is in the form of extending my subscription for delivery of a paper I am not receiving. Emails sent go unanswered. Supervisors never return telephone calls.Desired Settlement: I purchased a one year subscription on March 30, 2014 for $162.86 with a credit card. I am requesting a refund to my credit card of $81.42. This represents a monthly rate of $13.57 for 6 months (October 2014-March 2015) that delivery has been inconsistent as well has canceling prepayment of product.

Business

Response:

Our records show a subscription account in the name of [redacted]. The customer's last payment was debited on 3/30/2014 in the amount of $162.86, for the 52 week service period 3/27/2014 – 3/26/2015. The payment amount was adjusted for the service period that was not delivered October 2014 – March 2015 and refunded to the customer’s credit card effective 12/18/2014. Please allow up to 3 days to receive the refunded amount of $81.42 to the credit card account.

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.

[There has been NO refund issued to my credit card as of December 23, 2014. Last week a member of the renewal/retention team, Susan, called me to say my request for a refund was being passed along to a supervisor, David Armenia, with priority status. There was no timeline given as to when I could expect a refund. Status is still unresolved.

Regards,

Business

Response:

Resolved: Action taken refund processed to credit card on 12/19/14 for $81.42. Service…customer is now receiving the paper every day. [redacted]

Review: I have been a loyal subscriber of the Orange County Register. I always pay my bill a month in advance.

They now refuse to deliver my paper along with 100's of people in this community also not getting the paper deliveredDesired Settlement: Start delivering our paper.

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.

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: They failed to deliver product after numerous apologies and promises. I am still waiting for them to honor delivery.Desired Settlement: Delivery of service.

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.

Review: I have subscribed to the register since moving to OC, and have had a few delivery problems over theYears. This problem arose after our vacation stop, when delivery did not resume. I've paid in advanceFor services NOT rendered, and no matter how I tried to contact the register, I've been rebuffed, receiving no reply from any form of communication, including e-mail, telephone! The phone system answers, says it'll be a long wait, then disconnects me! E-mails have not been responded to, and One thinks they've fallen off the earth.I would hope the owner has enough brain power to fire those responsible, unless, of course, it is the owner him or herself causing the difficulty! If so, I'd recommend selling, resigning, emigrate!I'd like a refund of all my subscription fees, and I'll g o elsewhere for news coverage.[redacted]Desired Settlement: Refund my prepaid subscription costs.

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: Due to poor service/missed deliveries of our Sunday only paper, I called the Orange County Register on 1/25/16 to cancel service. I was told that it would take "weeks" to get me my $36.74 refund. When I told him that was unacceptable, he offered to refund my funds on my [redacted] account so I provided him with my information and he promised that I would see the refund on my [redacted] account within 5-6 days! As of today, 2/11/16, I have not received a refund so I called again and spoke with someone named [redacted] who could not explain why I did not received the refund as promised so I asked to speak with his supervisor and he refused and said he could handle it. I said that is what the person on 1/25/16 also told me and that I was contacting the Revdex.com to file a complaint.Desired Settlement: Since my refund for cancelling the Sunday only paper was not returned as promised within 5-6 days of 1/25/16, I would like the refund expedited and think this practice of overpromising and not delivering while holding onto my funds should be made aware to others so they can make an informed choice whether they want to do business with them.

Business

Response:

As requested the refund check in the amount of $36.74 was mailed to the address listed on the account on 1/29/2016. Please allow up to 7 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.

Review: I have had both a failure to respond to written complaints and also a failure to provide the customer assistance that was promised. As well as a charge automatically taken out of my bank account for services that were not delivered. These are all because of the Orange County Register changed carriers for delivery.

I called many times and only once I was able to get through to customer service. Many times there is just a recording so you can not talk to a person. So first I filled out a complaint online. I got no response. The complaints I filed are due to no paper being delivered for 5 straight days now. Second, I sent an email to customer service. It has been 5 and 4 days since these two initial contacts were made, with no response from the Register at all. Then on the fourth day I called and finally got through to a customer service rep. It was a very long wait time, but I waited it out. I was promised that my account would be credited for four missing papers and that my paper from that day would be re-delivered. I did not receive a paper any time that day or the next day. I also was promised that delivery of my paper would resume the next day and that I was "high priority". I still have not received a current paper or a re-delivery of any missed issues. Today, I again could not get through to customer service. I again sent another email and have not had any response.

My bank account was automatically withdrawn for the paper on Monday. I am now being forced to pay for a paper that I am not receiving. The web site states that I can not cancel online, but I can not get a hold of a customer service rep. I was not given what I was promised. I am being charged for a service that I am not receiving. Driving to Santa Ana to pick up a paper is not acceptable for me. I do not have time to do this and it is not at all convenient.Desired Settlement: I want a full refund for the amount that was withdrawn from my bank account.

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: This business switched delivery companies and we have not received our newspaper in 5 days. I have called, emailed, tweeted, face booked, online chatted with them and they keep telling me that my paper will be delivered today for sure and this is not the case. We keep having to go to the store to buy a product that I already pay them for.

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: No paper for 7 days, hundreds of subscribers affected.

Calls to Customer Service hangups.

Review: Orange County Register" Newspaper" has not been delivered in a week. No 1 answers phone or returns E-mails.

I HAVE PAID FOR PAPER 1 YEAR IN ADVANCE on a C/C CARD Want problem RESOLVED or CREDIT to CARD. PREFER PROBLEM RESOLVED IF THEY ARE STILL IN BUSINESS.Desired Settlement: Contact from Senior Executive to resolve matter and credit for missed deliveries, my time involved, cost of alternative paper.

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 paid for six month subscription to have the Orange County Register delivered to my house. The entire month of December 2015 no paper was delivered. When I called to complain I was told that a new carrier was taking over the delivery route and to please be patient. Since January 16, 2016 I have not received a newspaper. I have called every day and I was told that a paper would be delivered within 60 minutes. I have received an apology and a promise from the customer service desk that this would be resolved. It has been 8 days since I have had paper delivered to my resident.Desired Settlement: Some customer service response. A delivered paper each and every day. The phone calls are routed to Arizona call center where no action is taken. The phone call that is transfer to Orange County, CA are not answered. A reliable carrier and a refund for the entire month of January 2016.

Business

Response:

Our records show a subscription account in the name of [redacted]. The customer’s payment for the subscription service was received on 12/24/2015 in the amount of $142.51, for the 13 weeks service period 12/26/2015 – 3/26/2016. The service was stopped for poor service on 1/28/2016.

Review: I receive an invoice from the OC Register on 1/29/15 for my subscription renewal. I selected the 12 month renewal and sent the statement along with my check for $89.56 back to the Register. My check was processed by the Register on 2/13/15. I receive no further communication with the Register regarding the status of my renewed 12 month subscription.

On 7/31/15 I received an invoice asking me to renew my subscription with 1 month, 2 month and 3 month options. Confident that the invoice was an error I called the Register to straighten things out.

I was told that between the time I was invoiced in January and my payment for 12 months received by the Register in February that there had been a rate increase, doubling the price of the paper. The person on the phone said that my 12 month subscription had been converted to a 6 month subscription because of the rate increase.

I asked to speak with a supervisor and was told the same thing. Furthermore I was told that there was in fact a second rate increase in July, raising the rates even higher.

Unable to help me, the supervisor was going to pass along my complaint to corporate and she told me that I would hear something by email. I've heard nothing from them.Desired Settlement: I accepted the Register's offer for a 12 month subscription and prepaid it using the invoice that they sent to me. Rate increases after the fact have nothing to do with my prepaid subscription. I expect the Orange County Register to honor my subscription through February 2016. They cannot unilaterally make changes to a customers paid subscription.

Business

Response:

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

Review: Back in Dec. 2014, an oc register rep was in [redacted] on Anaheim in Long Beach and offered me the Sunday paper for 3 months plus a online access pass for $18.00 . I signed up , paid the $18.00 and I was told it would start a week from the next Sunday. When I didn't get it, I tried to call customer service, but they were closed so I sent the an email. Basically 8 said I would like it delivered because I was looking forward to the coupons. No one got back to me. I called them during the week and the gal at customer service said it would be there for sure on the following Sunday. I have called and called and a few times felt as If I were being made fun of. Well, to this day, I have NEVER gotten a paper from them , and they have the nerve to ask for the money for services NOT rendered every month tI have called customer service, sent emails, etc..Desired Settlement: I just want my $18.00 back and not be billed as I have no desire to be involved with this shady company ever again.

Business

Response:

Our records show a subscription account in the name of [redacted]. The customer’s payment for the subscription service was received on 11/24/2014 in the amount of $8.00, for the 8 weeks service period 11/15/2014 – 1/10/2015. The service was stopped for non renewal on 4/10/2015, with a balance owing of $25.50. Based on the information provided in the complaint it is our judgment the delivery service was not delivered as promised. We have processed a credit in the amount of $25.50 to remove the outstanding balance.

Review: I paid for a newspaper subscription for the period of Sept. 30-Dec. 31, 2014. We cancelled our subscription on Oct. 3, 2014 since we were not receiving a newspaper for a week. I have not received my refund yet.Desired Settlement: I would like an entire refund for my newspaper subscription of $131.97.

Business

Response:

As requested we have processed a refund of the credit balance on the account as of October 13, 2014. We apologize for any inconvenience we may have caused with the missed deliveries. The refund check in the amount of $115.79 was mailed to the address listed on the account.

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 pre-paid for 1 year subscription. Yet they don't deliver my paper. My neighbor gets theirs but I don't get mine. I call the customer service number, I speak with OCRegister rep who says they will put message to carrier and will be delivered in 70 minutes. The 70 min pass and no delivery, I call back since it's before the 11am deadline and they say we will contact the delivery manager and have it delivered. I never get the paper, even after repeated calls. It's so frustrating that my neighbors get their paper yet I can't get mine. Please help, all I want is to get the product I paid for, a Sunday paper.Desired Settlement: I would like for Revdex.com to contact the register and ask them to ensure that I get my paper delivered. Oc register needs to contact the delivery person direct and ask them to deliver my paper.

Business

Response:

The message has been sent to the distribution company to honor the customer’s request to deliver the Sunday newspaper as promised. We have made several attempts to contact the subscriber to confirm that we have corrected the delivery issue and we will escalate this matter until it is completely resolved.

Review: Was told I would recive a refund check 3 months ago after non delivery of paper. Have gotton the run around many times with no restution.Desired Settlement: $20.17

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.

Review: I have not received delivery of the Sunday paper since early October or late September. I had made a full year Sunday subscription payment back in May. After calling and emailing countless times, the issue is not resolved.Desired Settlement: Delivery of the paper or a full refund.

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: The OC Register continues to charge for newspaper that has not been delivered. This has been an ongoing issue since October.Desired Settlement: My account should be credited since October 1st.

Business

Response:

We have attempted contact the subscriber to verify that we have corrected the issue with missed deliveries on this route. We will follow-up with the customer to verify that the issue with missed deliveries has been corrected and escalate this matter until it is completely resolved.

Review: ORANGE COUNTY REGISTERS FAILURE TO PROVIDE ACCURATE AND HONEST INFORMATION REGARDING THEIR PAPER DELIVERY

NO PAPER ON SATURDAY, SUNDAY, AND TODAY MONDAY 10-6 - TRIED TO CALL CUSTOMER SERVICE, LINES CUT OUT, LINES BUSY, SAYS GO ONLINE BUT THAT IS JUST CHHASING YOUR TAIL IN A CIRCLE CANT SPEAK TO A REAL PERSON

CANT COMMUNICATE WITH ANYONE WHO IS HONEST AND TRUTHFUL. FINALLY TALKED TO A GUY YESTERDAY AFTER I LEFT MESSAGE AT NEW SUBSCRIPTIONS AND HE STATED THAT TRUCK WAS IN AREA AND I WOULD GET SAT/SUN PAPERS YESTERDAY AND ON MONDAY I WOULD GET SAT/SUN PAPERS AGAIN ALONG WITH MONDAY PAPER

DIDNT HAPPEN AND DIDNT THINK IT WOULD. THEIR EXCUSES ARE TERRIBLE AND YOU DONT HAVE TO BE VERY SMART TO SEE THEY ARE NOTHING BUT LIES.

COMPANY HAS OFFERED NOTHING IN THE WAY OF AN HONEST ANSWER AS TO WHEN WE WILL GET PAPERS, WHAT THE SITUATION REALLY IS AND NO ONE FOROM REGISTER HAS STOOD UP AND TOLD THE TRUTH ABOUT THE WHOLE MESS. THERE ARE SO MANY UPSET CUSTOMERS ALL EXPERIENCING THE SAME PROBLEM

I WANT MY PAPERS DELIVERED JUST LIKE EVERYONE ELSE - NOT HAVE TO DRIVE TO SANTA ANA TO PICK UP "FREE' PAPER THAT WE HAVE ALREADY PAID FOR AND NOT GOTTEN

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: I want delivery stopped of the free weekly newspaper Laguna Niguel News. I have asked several times in the past for it to stop, but it continues to get delivered on my driveway every Thursday. I did not request this paper and I do not want it. I do not want it sitting on my driveway when I'm out of town. It's a home security concern.

I sent them another request today via email to stop the paper delivery.

Thank you.Desired Settlement: Stop delivery of the unwanted product forever.

Business

Response:

The message has been sent to the distribution company to honor the customer’s request to stop the delivery the free weekly newspaper Laguna Niguel News. We will follow-up with the customer to verify that the delivery has stopped 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.

I request that the Register continue to monitor delivery indefinitely to ensure I don't receive it in the long term. In the past, the paper does not get delivered for a few weeks because of my request, but then delivery eventually resumes. If this happens, I will report it to Revdex.com as a failure to resolve this problem.Regards,

Review: I prepaid the Orange County Register for 2 years of Sunday paper delivery. They have missed my paper delivery for 7 of the past 8 weeks. Despite multiple calls and promises of correction of this issue, I am still not receiving the services promised. The same issue previously occurred last time they outsourced the delivery of their paper.Desired Settlement: I want what I paid for and credit for all missed papers.

Business

Response:

We have contacted the subscriber and verified that we have corrected the delivery issue. We apologized for any inconvenience we have caused with the missed delivery service and a service adjustment was made to extend his initial service period.