Orange County Register

Review: For two months I have been unable to receive my morning delivery. Numerous calls have been received with apology after apology and the admission they are having delivery problems and assuring me the independent delivery contractor will be notified to no improved service. Now they promise the paper within an hours time frame but the paper is never delivered. This has never happened in the 44 years of my subscription.Desired Settlement: Provide the service, I pay for, every day before 0600 as promised.

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.

Review: I have never subscribed to this paper, yet they have been delivering the Sunday edition for months. I have been attempting to get them to cease delivery without success since October. I have used a form on their web site, emailed customer service, and called several times. Phone customer service has assured me twice (on separate calls after receiving the paper) they were sending a message to delivery and I would not receive it again. I continue to receive this unwanted paper every Sunday.Desired Settlement: Cease nuisance delivery of unwanted paper.

Business

Response:

Review: I have serious issues with the paper not being delivered and have paid them already.. all their customer service does is lie to the customer over and over again..I have been fighting with them this whole week and still not getting anywhere.. spoke to many supervisors over this week also and still nothing

Business

Response:

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

Review: I have a Sunday only subscription to this newspaper. I also subscribe to the TV Guide through the Register. Since the beginning of October I have received only two papers. and only one included the TV Guide. I ave made numerous attempts to call to their customer service department. I am generally put on hold for up to 15 minutes at a time. These have been made at various times during the day. One Late/missed delivery number takes my number with a promise to return my call and does not do so.! I have also tried using the website with the same result. No adjustments have been made to my bill!Desired Settlement: As of today I notified them I was canceling my subscription and requested a 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: I have not received my paper delivery on a consistent basis for the past month. I have filed numerous reports on the OC Register web site to indicate the same. On that site it indicates that I will not be charged for that missed delivery, and yet my last bill was no different from all the previous bills. I have made a number of calls to the customer service line and I have never been connected to a live person. Most of the time the message says that I must go to the website. One time I was able to leave a message in order to receive a return call from OC Register. That was 2 weeks ago. I am so dissatisfied with the service I want to discontinue my subscription and I have sent at least 2 email messages to that effect. I read on the website that cancellations may not be completed by email but I am unable to contact anyone by phone because they have not returned my calls, etc. Please Help!Desired Settlement: I would like my November bill adjusted so that I am not paying for all those missed papers. I would also like to discontinue my subscription to the OC Register, effective immediately. I would like written notification from the OC Register to verify these changes.

Business

Response:

We have contacted the subscriber to confirm that we have made the November bill adjustment and processed the credit card refund for $35.10. We will follow-up with the consumer to verify the refund has been credited back to her 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 ordered the paper in October of 2014 and never received the paper. I received a card in the mail from the Orange County Register asking about my service. I called on 10/27/15 because I have never received a paper in 2014 or 2015. I was informed I had not missed the promotion deadline for a year of Sunday only paper for a year. and should have been getting a paper. I was informed I would be given credit for the missed year and it would be renewed until December of 2016. he weeks to follow I have called every Sunday regarding not getting the paper to be told it would be redelivered in 69 minutes only for it never to come. I call everyday about trying to get the paper and have only once received the paper. Every time I call all I get is the run around. I also found out they only were going to extend my service until March of 2016, not December of 2016. I can not get a straight answer and I can't get them to deliver my paper. I paid for a service that I am not receiving.Desired Settlement: I would like to get the service for a year which is what I paid for and to get the paper delivered on Sunday without having to call several days in a row to just try and get it redelivered. I want it in writing that the service will be till December 2016 and that each week it is not delivered it will be extended by a week.

Review: I subscribed to this newspaper to help a student with his high school fundraiser. This was only temporary and when it was time to cancel, they just won't take no for an answer but finally I cancelled. The problems didn't stop there, however. They would not stop calling me with the number ###-###-#### on a weekly basis even after I told them to remove my number from their marketing database. I feel that this is a bad business practice that should be resolved. Others have also complained about this same topic on [redacted]. I just want them to stop bothering me.

http://www.[redacted].com/biz/ocregister-santa-ana#query:ocregister.comDesired Settlement: For them to stop bothering me and others with their annoying marketing calls.

Business

Response:

As you might imagine, all our systems are computerized. We’ll add the phone number (###-###-####) to our Do Not Call list and run diagnostics on the calling history to see the frequency of attempts.

Review: I purchased a subscription to the newspaper from an OC Register representative who was selling subscriptions door to door. I paid cash since the subscription was supposed to end after several weeks and I had no intention of renewing (the representative told me that he was trying to earn money and told me about the hardships he had gone through so I was trying to help him out). I never received a newspaper but about 2 months later I received a bill. I called the Register, explained that I paid their representative $20, never received a newspaper and now I have a bill for a service I never received, and the person removed the charge.

A few months later I receive another bill from the OC Register. At this point I have given them $20, have a bill for $39.99 and have never received any goods or services from them.Desired Settlement: 1. Either refund for the initial amount given to their representative or have the newspaper delivered for the month (since that is what was paid for originally).

2. No longer receive bills for goods not delivered.

Business

Response:

Our records show a subscription account in the name of [redacted] At [redacted] Dr Apt [redacted] Fullerton Ca 92831 was started on 5/29/2015 with the payment in the amount of $20.00 for the service period 5/29/2015 – 7/28/2015. The customer called our office to let us know that the subscription service did not start as promised and the subscription service was cancelled on 7/15/2015.

Review: I haven't received a newspaper for the past week, Oct. 3 thru today Oct. 9th.

When I call I get a recording say they now have independent delivery. No person to talk to.Desired Settlement: On August 18th. I paid for a 26 week subscription $39.31 I'm requesting that my subscription be cancelled and a refund for 19 weeks $28.72

It doesn't seem right that the company will not acknowledge my repeated phone calls and let me know if or when subscription will continue. Since it's been a week,

I don't want the paper.

Thank you very much.

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: OC Register increased charges without notice. First notice I received was almost one month after they raised the price. I never agreed to this increase, and should have been advised of this increase BEFORE it went into effect. As soon as I was notified, I called the Register. They refused to make the adjustment for the month of bogus price increase. I should have been notified earlier, as the quality of the newspaper does not warrant the price increase. I would have refused service had I been notified in time.Desired Settlement: Adjust amount due to the rate I agreed to. Stop this bogus, dishonest billing practice.

Business

Response:

Our records show an inactive subscription account in the name of [redacted], at [redacted]o [redacted] Ca [redacted]. The customer’s account was adjusted with a rate increase on 8/18/2015. Our business rule policy as stated on our web site and all sales material “Orange County Register can increase the rate of the subscription at any time.”

Review: my paper has not been delivered as per my payment .Desired Settlement: I want what I paid for. I have emailed them and they have not responded

Business

Response:

We have made a second attempt to contact 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: Beginning on October 3, the delivery of the OC Register to my house stopped. In September, I renewed my subscription with the OC Register of which my check was cashed immediately following receipt. Since that time, I have emailed and called the OC Register to rectify this problem following the guidance of the voicemail connected to its customer service line. The frustration and amount of personal time trying to rectify this problem has been challenging. To this day, all these efforts at trying to bring a conclusion to this issue have gone nowhere as the paper still hasn't been delivered since October 3. When I call customer service and speak with a "supervisor" it is acknowledged I have contacted them multiple times and sent emails advising them of the problem. They apologize and tell me they will contact the distribution center as well as the carrier for my neighborhood and get this resolved. When I prompt for a date and time when they will call back, no promise is given in regards to this. In addition, it has been explained to them my neighbor has received his copy of the OC Register without interruption but for some reason the carrier skips my house. I even went as far as sending them a picture from my neighbors driveway with the OC Register sitting in plain site for his review. They keep telling me they credited my account but nothing has changed in regards to delivery of this service since my first call and email back in early October.Desired Settlement: I have been patient with them and would like to receive the services that were paid for. If they can't fix that, then a complete refund would be appropriate.

Business

Response:

We have made several attempts to contact the subscriber to confirm that we have corrected the delivery issue. We will follow-up with the customer 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: The Orange County Register is not delivering my newspaper since Saturday October 4th. It is October 6th and still no newspaper delivery. I have pre paid up front for the newspaper. When I try to call the Register the lines are overloaded with people trying to complain so it is impossible to get through. The website goes down due to overloading of people trying to file a complaint. I was able to contact a customer service rep on Sunday after redialing many times and waiting on hold for 10 minutes. I was told they would send someone with a newspaper which I never received.

It has been reported to newstations as it is a wide spread issue with people not getting their papers. I understand that some of the areas of deliveries don't have drivers. This is hearsay from what I am reading on line.

The Orange County Register is not even putting a message on the phone when you call of WHEN I will even receive a newspaper or what is causing no deliveries. Which is not right. I depend on the paper for certain information daily. Let alone I have paid for it!Desired Settlement: I would like an explanation of why I am not getting my paper. I would also like to know when I can expect it to be delivered. Otherwise I will cancel and expect an immediate refund.

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: Since Saturday October 4th through Monday October 6th I have not received delivery of my daily newspaper. The frustrating part of this is that when you call the Registers 2 phone numbers you can only get a recording which says they are changing their deliveries to independent carriers and then it hangs up before you can address your problem. When I send emails as directed by their message, their response is that someone will contact me within 24 hours which has not been done yet. I know this seems like a minor issue to the many complaints which are handled by the Revdex.com, but I'm not sure what else I can do other than driving to their offices.

The Registers 2 phone numbers are as follows: 1-877-627-7009 and 1-866-732-3627Desired Settlement: I would like my delivery of the daily newspaper and to have someone contact me live to discuss when I will receive my newspapers. I will also seek a credit for the days in which I do not receive my papers.

And I am current with my paid subscription.

Consumer

Response:

My deliveries started again on Tuesday the 8th and again today Wednesday the 9th. Through an email response the Register has said that people will be credited for non deliveries of the papers.

Thank you for your follow up as it was frustrating when I could never get through on the phone lines to the Register.

Review: I have been trying to cancel this newspaper for 4 months. I have stopped payment, I have called multiple times but they say they will call you back and they never do. You can't cancel online, they say you have to call but when you do they say there no operators at the present time and they will call you back, it never happensDesired Settlement: Stop sending this newspaper and quit billing me for something I don't want

Business

Response:

We apologize for the inconvenience we caused with the delivery service beyond the desired stop date. Based on the information provided in the complaint we have stopped the subscription service effective 1/11/2015.

Review: Since the Orange County Register has transitioned to their "new" delivery services, we have had several weeks where we have only received the newspaper 1 or 2 times throughout the whole week. We pay for a daily newspaper delivery. Upon several attempts at calling their customer support line direct and waiting on hold for hours with no response and even e-mailing their customer support inbox several times with no response, I feel this is the only option available for me. I used to make my payments online through their website and had somehow got put on an automatic payment setup with them, but conveniently cannot change the "automatic payment" option online. The message I receive is to call customer service to cancel the automatic payments. Well, conveniently I cannot seem to get a hold of any liver person through the customer support line to cancel my automatic payments.Desired Settlement: I would like for someone to cancel my automatic payments so I can go back to paying as needed for services. Also, if they cannot correct the delivery issues with our daily newspaper, I would like to cancel my service as I am paying for a product that I am not receiving.

Business

Response:

We contacted the subscriber to confirm that we have canceled the automatic payments effective 12/17/2014. We will follow-up with the customer to verify the delivery placement location and escalate this matter until it is completely resolved. A credit has been processed for all of the missed deliveries.

Review: I pay a yearly subscription for home delivery of the Orange County Register. I did not receive my paper on Saturday, October 4th or Today, Sunday, October 5th. I am unable to contact the OC Register through their customer service line. The line says that "circuits are busy" or "due to unusual call volume we can't take your call" or "please go to our website" and today it says "please come pick up a complimentary paper at our Santa Ana office on Monday morning". I've left messages and emailed their customer service. Never got a paper delivered. I went to three stores on Saturday and Sunday morning and no one has the paper. None of my neighbors received papers. This is fraud. This is theft. They took my money and didn't provide me with the service I paid for. Should I call the police? Please advise what I should do.Desired Settlement: I have three desired settlements: (1) I want a refund for the days I have not received a paper. (2) I want my paper delivered. (3) I want the OC Register prosecuted for false claims and advertisements. They have caused a lot of people grief this weekend. I have wasted two days trying to track down a paper and figure out what is going on.

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 called for five weeks straight now to get a "complimentary" newspaper to stop. They claim this is free to start new subscribers. I have explained that I will never be one. This company has taken my address down each and every week and said that they would "put in a request" to have the Los Angeles Register Sunday delivery to stop. Not only has it not stopped, but when I have talked to a Supervisor they had promised me it definitely would and that they would take care of it. One delivery person tried to stuff it through my mail slot which broke it and I had to have it repaired. I will NEVER subscribe to ANY newspaper. This company also has telephone trouble on 8/9 and 8/10/2014. The phone number I have called is 844-527-3447. There isn't a listing for the Los Angeles Register in the Revdex.com database but they transferred me three times to the Orange County Register while I had been waiting for a Supervisor to come on the line.Desired Settlement: I want the delivery to STOP. I will NEVER subscribe.

Business

Response:

Company Response:

I just sent the following email to OC Register as their phone contact system is basically useless!

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Dear Sirs

My wife and I have had nothing but trouble with your newspaper in the last couple of months.

We are cancelling our subscription, Newspaper Acct No. **SSN**, and demand a refund of the two separate $81.22 charges just put on my latest Discover card Bill (account ending in - 4579)

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Oct 29 Oct 29 ORANGE COUNTY REGISTER SANTA ANA CA $ 81.22

Nov 3 Nov 3 ORANGE COUNTY REGISTER SANTA ANA CA 81.22

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We have had continuing problems with non-deliveries over those 2 months! It has been useless to contact you by phone!

We thought you might have fixed these problems recently as we did get 2 weeks of newspapers but again no papers for the last 2 days!

Enough is enough!

If we do not hear from you in the next 24 hrs I will contact Discover Card and have those 2 charges cancelled by them. We will also tell them to put you on a blacklist so any further fraudulent charges will be refused automatically.

Review: I have paid in advance for delivery for the OC Register, and haven't received a newspaper in over 10 days.Desired Settlement: I want a refind, but you can't cancel or do anything, because the OC Register refuses to answer their telephones or e-mails.

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.