St Louis Post-Dispatch

Complaint: [redacted]
I am rejecting this response because: The delivery problem has not been corrected. The paper was not delivered today, 8/8/2017.  I reported the missed paper to Customer Service [redacted]. This tells me that the root cause of the problem has not been addressed.  This delivery problem should be monitored for a couple of weeks before assuming the problem has been fixed. Yes, there were a "few" days, 8/1 - 8/7, where the paper was delivered, but the old pattern of no paper is back. I want to take issue with the implication that calling Customer Service is a pathway for fixing delivery problems. I had been calling Customer Service for weeks prior to filing this complaint and nothing was done -- I went weeks without getting a paper. It was only after my complaint to Revdex.com that the paper started being delivered for those brief few days, 8/1 - 8/7.  I understand that delivery has been outsourced to a vendor, but that does not absolve the St. Louis Post Dispatch from ensuring that their customers get the product they've paid for which is home delivery, Monday through Sunday. I work for a company where we outsource to vendors, but we require them to uphold our standards because it's my company's reputation that is at stake. In closing, before this issue is considered fixed and closed, I would like to experience at least two solid weeks of the paper being delivered without me having to call Customer Service. I was told by a Customer Service rep that the paper is supposed to be delivered by 7 am. I usually check around 8:30 am. If the paper is not there, I report it to Customer Service.
Sincerely,
[redacted]

Our records show that the customer has only called us twice once on 6/7 and once on 6/25/2016.  Both times it is noted that he has been rude and  hung up on the customer service reps. We have given this customer 2 weeks of credit for the 2 times he has called in.  His current...

expiration date is 5/30/16.  The expiration date is now 6/13/16.

We apologize for the delay,  not sure what happened to the refund request, but I started the procedure today and you should receive it within 2 weeks.

Complaint: [redacted]
I am rejecting this response because:They are charging me an additional $7.15 for nine weeks to read the paper online. I do not want to be charged to read the paper online, because I do not have online access.
Sincerely,
[redacted]

We have made sure that their address is on our do not deliver list and have alerted the Distributor to cease delivery.

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@post-dispatch.com
We have notified the Distributor of his delivery issues and are working with them to get this delivery taken care of. The customer can contact me if this continues.

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We do not issue refunds for papers missed. We do add the money back onto their account for the missed deliveries and that extends...

their subscription. Ms [redacted] was given credit back to her account on 12/6/15 and 12/13/15.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I SHOULD NOT BE FORCED TO EXTEND MY SUBSCRIPTION TO THE PAPER.

I have left a message with this customer asking if he wants to continue delivery or not.  Either way 4 months will be given to him.

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.  But I would like to have the $117. refunded to me.  I am assuming then since they have credited my account for $37, I will not be billed for Oct and Nov. and then if I choose to continue with the Post, they will begin billing me again in Dec? Could you please have them confirm this information, since I am not able to contact them personally.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Refund of $30.00 was processed on 11/6/15

The screen print below show the credit of $10.16 for 2 weeks of delivery.  We gave him this credit because of his missed papers. The only date of the customers complaints were 6/17/16 and 6/25/16

Complaint: [redacted]
I am rejecting this response because: I have not received a paper 11/15 or 11/16. They did good for a while, but now they cant seem to find my house
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/01) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We are submitting a refund for the $21.28 and we have written off the past due amount. She should receive a check within 2-4 weeks.

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.
Sincerely,
[redacted]

We have not heard back from this customer on missing any deliveries since 5/6/16.  We assume their delivery issues have been resolved.

We apologize for the delay, we have requested a check in the amount of 37.33 and you should receive within 2 weeks.

Initial Business Response /* (1000, 5, 2015/12/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Mr [redacted] was refunded $80.10 on 12/14/15 which included his missed deliveries totaling $33.05. He will receive a check in a couple...

of weeks.
When we received is payment of $103.75 he was in the rears totaling 25.00. We feel that we was refunded for the amount since his payment in September.

We have asked the Distributor to make sure the carrier is aware to stop delivery to this address.

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We had the carrier walk off the route and have had numerous people delivering until a new carrier could be contracted. That has...

happen. We have not heard from her since 2/25/16. We assume delivery has improved.

The refund was processed today for 20.64 and they should receive in 2-3 weeks.  We apologize for the delay.