St Louis Post-Dispatch

Complaint: [redacted]
I am rejecting this response because: I did call per the Business Response from [redacted] on 4/4/2016 at 10:30am.  I left a message on her voice mail and as of...

4/5/2016 4pm, I have not received a return call from [redacted].  This non-responsiveness is part of my original complaint.  The St. Louis Post Dis[redacted]ch does not provide timely customer service.
Sincerely,
[redacted]

We have corrected his account and he should receive a new bill.

Ms. [redacted] lives on a route that we do not currently have a regular carrier on, there are multiple people delivering which is causing customers to be missed.  We are working with the delivery company on a resolution to the problem. We have added the money onto her account with us to cover the...

cost of the papers not delivered. [redacted]

11/09/2017: Mediator sent consumer email requesting update.11/22/2017: Mediator sent consumer email requesting update.11/27/2017: Delivery is still a problem. I am resigned to the fact that the service will not get any better and I have no recourse.  This is a one paper town.  I pay for Monday thru Sundaydelivery and papers are supposed to be delivered by 9 a.m.  Saturdays and holidays are the worst days for delivery.  When I call their Customer Service to let them know the paper was not delivered, I'm told they will have someone redeliver it; however, the paper never shows up. I've asked to have a manager call me, and I'm told they will have someone call,  but no one ever calls. I'm worn out ... I've stopped calling because it's a waste of time. For months, I was rarely getting a paper and no one at the Post Dispatch ever called or sent a letter to explain why.  It was only after I filed a complaint with Revdex.com that I got an explanation.  The explanation came through your complaint process. Revdex.com contacted them and they provided an explanation which was made available for me to read. I've been getting the paper for over 50 years. I deserved better.In closing, I no longer have the problem where I am rarely getting the paper so I'm okay with closing the complaint.  But, I pay for Monday THRU Sunday delivery (including holidays) AND the paper is supposed to be delivered by 9 a.m.  Saturdays, holidays, and timely delivery is still not where it should be.Thanks,[redacted]

Our delivery service is going to do some moving around of addresses so this customer will be one of the first to receive a paper everyday.  It should be corrected within a week or tw0.

The refund of $13.42 was put back on the customers card  ending in [redacted] on 7/30/16.  The distribution company has been notified of this stop and customers complaint.

Complaint: [redacted]
I am rejecting this response because: explanation on p. A2 does Not explain why the billing period on my 2 bills overlapped & I was billed twice for 5 days. Post needs to be investigated by Attorney General! 
Sincerely,
[redacted]

I paid over $200 for a yearly subscription to be delivered 7 days a week. I've asked them repeatedly to please double wrap my paper on days that it rains. They are not doing it. It is raining today and the paper is wet. I am not receiving the product that I paid for.

We apologize, there was no reason why the order was not honored due to you upgrading service.  I have put one month of payment onto  your account $32.48.  Your 7 days subscription will should start 1/10/18 and a bill will be sent to you within the next 2 weeks. You can pay it by check...

or credit card.  You can reach me at  [redacted].Thank you for subscribing to the Post-Dis[redacted]ch.[redacted]

The subscriber was paying on automatic  monthly pay by credit card or debit card.  There was a problem and we were not able to automatically charge her. So the bill wen t from 8.98 for a month to  26.93 for 13 weeks or 3 months.    8.98 x 3 = 26.94 - the same rate she...

was on.

Initial Business Response /* (1000, 6, 2015/07/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We have processed the 6.03 refund, we are going to request the add'l 15.30 refunded also. She will have the whole amount after this...

check is received in about 2 weeks.

Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-Dispatch.com
We have stopped her account and have issued a refund back to her card in the amount of $30.01. She should see this amount in her...

account within 72 hours.

Yes you are set up on monthly payments of 17.29 for 6 months.

THey stopped their account with us today and we have refunded what they have paid for.11/30/17   refunded 17.83  10/23/17 refunded 22.16 This is all they have paid.

We have removed him from our calling files.

The digital charge that is on the bill is part of the packaged rate.  We do have print only rates but they are higher than the rate you are currently on.

Complaint: [redacted]
I am...

rejecting this response because: they have not said that they will be working on a solution to fix the problem. They are simply telling me that there is a problem, and "this time" they will give me a credit. But, there will be more missed deliveries -- probably tomorrow and the day after that etc. I want to know what are they going to do to address the root cause and fix the problem?  Are they working on getting a regular carrier for the route? What is the target date for getting a regular carrier? Or will this section of the City of St. Louis be left unserved by the St Louis Post Dispatch? I want answers to those questions. In closing, I am particularly disturbed that they were aware there was no regular carrier and the problems this caused, yet they never attempted to contact me or my neighbors to explain why our papers stopped being delivered. Instead they were silent. Shame!  This is not the way one treats a loyal subscriber particularly when many people these days are abandoning local newspapers.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/11/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We have extended his subscription for $10.50 he has paid for papers minus the credits totaling $3.20 already given him. Please see...

attached document.
Initial Consumer Rebuttal /* (3000, 15, 2015/12/09) */
Since this complaint has been filed, I did not receive my newspaper again yesterday or today. Starting October 28, it stopped for 8 days in a row, until yesterday, when it stopped again. Even in those 8 days, I never got a reason as to why this why it was happening or how they are going to prevent this in the future, all I got was a credit back to my account. I want answers and I don't want this to happen again.
Final Business Response /* (4000, 18, 2015/12/18) */
We have a new Delivery Company and we know that they are struggling with delivery. We are confident that the delivery issues will get resolved. We have not heard from Mr [redacted] since 12/9/15 So we assume his delivery has gotten better.

We are submitting a refund request. Customer should receive within the next 2 weeks.

We have heard from the Distributor that they have talked to the carrier about delivery times.