St Louis Post-Dispatch

Complaint: [redacted]
I am rejecting this response because: This is not an acceptable answer.  I would like to know WHY after 14 years of service, they suddenly can't find a way to deliver a newspaper to...

my front door.  I've seen the Post in neighbors yards, therefore I know there is a delivery person in the neighborhood. I would gladly resume delivery if they tell me why this was occurring and find a resolution.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
Both amounts have been put back on her credit cards. Receipts are attached.

Initial Business Response /* (1000, 5, 2015/05/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
We apologize, we have refunded 30.48 to her, the balance due to her is 4.10. We will process this also. We have removed her from our...

promotions.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 12, 2015/11/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@post-dispatch.com
I have called and left a message and have given them a weeks worth of credits for the missed papers. They are asking for a vacation...

pack now that holds the papers until they are back from vacation and then delivers them
Initial Consumer Rebuttal /* (2000, 14, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

When we say we are crediting their account. we are actually adding money onto their account with us which extends their expiration date.  If the customer would stop delivery before they would expire they would receive the  credits that we have put on their account in their refund.

We have contacted the carrier about delivery when we were contacted on Saturday. The carrier is looking into the problem.

We have notified the carrier and the deistributor to deliver everyday to this address.  Customer has had their subscription extended for the missed deliveries.

We have sent the information to the Distribution Company to talk to the carrier about this delivery issue

I can refund the customer but I need to know if she wants to stop and be refunded the whole amount or stay a subscriber and refund just for the missed deliveries. She can contact me at [redacted].

We failed to correct the delivery to this customer and they have stopped and refunded.

We apologize for the delivery issue and $52.00 refund process has been started..

We have asked the Distribution company to look into delivery of her paper.  We have given her $85.00 in credits since August 1st. This totals to 3 months of paper delivery that she has not had to pay for.

Contact Name and Title: [redacted] - Direct Reponse
Contact Phone: [redacted]
Contact Email: [redacted]@post-dispatch.com
A refund has been noted for this subscriber's account in the amount of $21.38. A check was issued and mailed on 02/26/16 in the amount listed above. Please advise if additional...

information is required.

All refunds have to go through a process before  a check can be cut.   The refund was done on 10/6/16. You should receive the check within 2  weeks of this date.

The explanation for this is printed on page A2 of our paper.

01/31/2018: Mediator send consumer email requesting update.02/05/2018: Mediator send consumer email requesting update.

Final Consumer Response /* (2000, 7, 2016/02/17) */
I have resolved my complaint with this company to my and their satisfaction. They admitted that I wasn't on auto-pay - that was important to me to get that confirmation. I re-subscribed to their service for another year. We'll see how it plays...

out and if there are no complications - I am not on auto-pay.

We do not always know what happens.  We have a delivery company that contracts with the carrier so we don't get information on why.  I can tell you this route has had different carriers on it over the last 6 months and that could be the problem.

Our system does not automatically refund the credits it extends your subscription dates.  IF you would stop the delivery that money would be included in the refund if you stop before the expiration date. Since you have a months of credits on your account you will not be charged the month...

of February.  You will not see a charge until March 18th.

We contract delivery  with a Distribution Company and do not have contact with the carrier or the Manager of that carrier  except by email.  We were aware of the issue and that the company is working on a resolution. They only way we know that it has not been fixed is if the customers contact us. As of today 8/4/17 we have not heard from Ms. [redacted] since July 31st.  She can  contact  customer service to report a missed delivery [redacted]. Otherwise we assume the delivery issue has been corrected.