The Charlotte Observer

I can not get consistent delivery. All I get from them is standard, we are sorry letters. Please help me get through that I want a paper everyday!
I call the customer service office every time I have not gotten a paper, they tell me they will resolve the problem. Sometimes it works, sometimes it doesn't. I am very tired of the inconsistent, uncaring service, when they can obviously see that this is a problem with my account. I want this to go higher than it is. I pay a lot of good money for this kind of sloppy service.

Delivery/customer service is atrocious.
Delivery problems occur repeatedly. Multiple calls to customer service get nothing but empty platitudes and empty meaningless promises.
No delivery for a whole week now.
It is evidently impossible to reach anyone at the Observer's Charlotte offices. If the distribution is farmed out to a separate company, you need to seriously reevaluate your relationship with them, because they apparently do not care in the slightest about poor service, and by extension, the Observer doesn't either. I have been a customer/reader since 1974, and have defended journalism from it's critics the whole time. Customer service, however, is apparently an entirely different matter. With print journalism struggling to survive, it seems you would at least make a token effort to improve. Worst customer service experience in my 71-year lifetime. I am expecting the same useless platitudes, etc. in your response, I suppose. How could I experience anything more? Prove me wrong.

Delivery/customer service is atrocious.
Delivery problems occur repeatedly. Multiple calls to customer service get nothing but empty platitudes and empty meaningless promises.
No delivery for a whole week now.
It is evidently impossible to reach anyone at the Observer's Charlotte offices. If the distribution is farmed out to a separate company, you need to seriously reevaluate your relationship with them, because they apparently do not care in the slightest about poor service, and by extension, the Observer doesn't either. I have been a customer/reader since 1974, and have defended journalism from it's critics the whole time. Customer service, however, is apparently an entirely different matter. With print journalism struggling to survive, it seems you would at least make a token effort to improve. Worst customer service experience in my 71-year lifetime. I am expecting the same useless platitudes, etc. in your response, I suppose. How could I experience anything more? Prove me wrong.

I had requested to stop the newspaper around 2-24-2020. Then I was charged the higher new price on my charge card on March 6, 2020.
I had requested to stop the newspaper around 2-24-2020. I was told they would reduce the price back to $23,24 per month and give me a free month if I would not cancell my subscription. I agreed and was told I would not see any charges until the first week of April, 2020.Then I was charged the higher new price on my charge card on March 6, 2020.I called customer service again on 3-6-2020 when the Charlotte Observer charged $34.85 on my Visa charge card. I spoke with a CSR named Phil who said it was a simple error and he would correct at once by sebdibg a refund to my Visa charge account, give me a full month of free newspapers, reduce my monthly cost back to $23,24 and send me an immediate email confirming the entire discussion.

As of today I have not heard from Phil, the Charlotte Observer and when I called my Visa charge card company they confirmed no on has issed a credit back to my charge card.

The Charlotte Observer's delivery service has been sporadic at best and most of the time they miss our delivery almost as much as they complete the delivery I would like the newspaper delivery stopped and an immediate refund of $34.85 to my charge card. I then do not want any contact from an organization that provides such terrible customer service, that has increased their cost to their customer by %50 in one month and has found it necessary to file bankruptcy. Perhaps their poor customer service had a lot to do with the bankruptcy filing.

I had requested to stop the newspaper around 2-24-2020. Then I was charged the higher new price on my charge card on March 6, 2020.
I had requested to stop the newspaper around 2-24-2020. I was told they would reduce the price back to $23,24 per month and give me a free month if I would not cancell my subscription. I agreed and was told I would not see any charges until the first week of April, 2020.Then I was charged the higher new price on my charge card on March 6, 2020.I called customer service again on 3-6-2020 when the Charlotte Observer charged $34.85 on my Visa charge card. I spoke with a CSR named Phil who said it was a simple error and he would correct at once by sebdibg a refund to my Visa charge account, give me a full month of free newspapers, reduce my monthly cost back to $23,24 and send me an immediate email confirming the entire discussion.

As of today I have not heard from Phil, the Charlotte Observer and when I called my Visa charge card company they confirmed no on has issed a credit back to my charge card.

The Charlotte Observer's delivery service has been sporadic at best and most of the time they miss our delivery almost as much as they complete the delivery I would like the newspaper delivery stopped and an immediate refund of $34.85 to my charge card. I then do not want any contact from an organization that provides such terrible customer service, that has increased their cost to their customer by %50 in one month and has found it necessary to file bankruptcy. Perhaps their poor customer service had a lot to do with the bankruptcy filing.

Received 1bill from Observer on a Friday, had no idea I owed them money. Got collection letter 3 days later in a Monday. Don't feel I owe anything
Had observer subscription that I signed up for a year. I never renewed. They would not stop delivering the paper to my house. They NEVER sent me a bill or told me I owed them any money. All of the sudden I get a bill from them on a Friday saying I'm part due $158, and it looked like an attempt to get me to renew. Was going to call them, but then 3 days later I get a letter from ARM collection agency regarding my delinquent account with The Observer. This had better not get reported on my credit. They never sent me a bill until 3 days ago on a Friday and then a collection notice the following Monday, this is sketchy. I did go to ARM website but did not feel comfortable inputting payment or transmitting any information to them. Just felt really unsafe. I want assurances that this will not ruin my credit when I did not even know I owed any money to them.

Received 1bill from Observer on a Friday, had no idea I owed them money. Got collection letter 3 days later in a Monday. Don't feel I owe anything
Had observer subscription that I signed up for a year. I never renewed. They would not stop delivering the paper to my house. They NEVER sent me a bill or told me I owed them any money. All of the sudden I get a bill from them on a Friday saying I'm part due $158, and it looked like an attempt to get me to renew. Was going to call them, but then 3 days later I get a letter from ARM collection agency regarding my delinquent account with The Observer. This had better not get reported on my credit. They never sent me a bill until 3 days ago on a Friday and then a collection notice the following Monday, this is sketchy. I did go to ARM website but did not feel comfortable inputting payment or transmitting any information to them. Just felt really unsafe. I want assurances that this will not ruin my credit when I did not even know I owed any money to them.

Promised subscription termination and full refund/credit of $58.56 never took place.
I am the Charlotte Observer's oldest customer/subscriber. I canceled by subscription to the Charlotte Observer on March 2, 2020 after dozens of non-deliveries that went on for months. Promise after promise that this would be fixed never took place and getting credit for these non-deliveries often took 3-4 calls per non-delivery. Calls had to be made consuming much time because the Observer didn't respond to e-mails. You simply do not pay for what you aren't getting. I expect if I pay you on time for the past 50+ years I get what I pay for. All Observer subscriber contacts from carrier, to distribution, to management, has been disabled for many months.

To repeat on March 2, 2020 I canceled the subscription after not receiving the paper twice that week. The customer service agent said my credit card would be refunded for the new renewal of $58.56 (which had just taken place) in 5-7 days and I would receive 30 days of free service for all the trouble. Auto-renewal was also promised to be disabled. Guess what the Charlotte Observer broke its word. I now seek immediate refund of the $58.56 for renewal as I was promised.

I purchased a special to receive the charlotte observer
Sunday only newspaper for 3 months. Start date would be August 1, 2019.
My first Sunday paper should have been delivered the first Sunday in August. I did not receive any papers in August. My first complaint was made around September 1. After speaking to customer service they said they would extend my subscription another month to end around December 23. My Sunday papers did start being delivered in September. They were being delivered very late. I was told my paper should be delivered between 630 a.m. and 730 a.m. I'm not sure what time my paper was delivered, I just know it was after I left my house for church at 11:00 a.m. I want to read my paper in the morning not evening when I return home. One Sunday I didn't attend church and I found my paper in my driveway after 1:00 p.m. I called in every Sunday morning complaining that I had not received my Sunday paper. I called in with complaints from September to February 24, 2020. In December I was given the name of Ms. Robyn A (***). I made my first call to her on December 4, in which I left her a voice message. She eventually returned my call and promise to get my Sunday paper to me on time. She wanted to extend my subscription another month. I preferred getting my papers on time. An extension didn't make me feel better at all. The service I was receiving was awful. I complained to Ms. A from December to February 24. She ignored my calls. On Feb. 24, I left my last message with Robyn and ask that she please stop the carrier from delivering late papers. I was going to file a complaint. It would have been better if they would have returned my payment and said there is no one to deliver papers to you on time. I didn't get what I paid for.

We are subscribers to the Wall Street Journal. The Observer fails delivery, often.
We do not subscribe to the Charlotte Observer, for many reasons, but, unfortunately, they are responsible for the delivery of our Wall Street Journal paper. When the Observer misses a day, we have no recourse, it seems, because we no longer have an account with the Observer. Today, 3/8, the Saturday edition of WSJ was intended to begin today.

We do contact WSJ each time there is an issue and do receive a credit for that day's paper. However, that doesn't solver delivery issues.

Speaking to Observer customer service is a total waste of time. I simply cannot understand what I'm supposed to be hearing and the representative is confused by my complaint. Sorry to say, but this may be the lousiest service I've ever seen.

Promised subscription termination and full refund/credit of $58.56 never took place.
I am the Charlotte Observer's oldest customer/subscriber. I canceled by subscription to the Charlotte Observer on March 2, 2020 after dozens of non-deliveries that went on for months. Promise after promise that this would be fixed never took place and getting credit for these non-deliveries often took 3-4 calls per non-delivery. Calls had to be made consuming much time because the Observer didn't respond to e-mails. You simply do not pay for what you aren't getting. I expect if I pay you on time for the past 50+ years I get what I pay for. All Observer subscriber contacts from carrier, to distribution, to management, has been disabled for many months.

To repeat on March 2, 2020 I canceled the subscription after not receiving the paper twice that week. The customer service agent said my credit card would be refunded for the new renewal of $58.56 (which had just taken place) in 5-7 days and I would receive 30 days of free service for all the trouble. Auto-renewal was also promised to be disabled. Guess what the Charlotte Observer broke its word. I now seek immediate refund of the $58.56 for renewal as I was promised.

I purchased a special to receive the charlotte observer
Sunday only newspaper for 3 months. Start date would be August 1, 2019.
My first Sunday paper should have been delivered the first Sunday in August. I did not receive any papers in August. My first complaint was made around September 1. After speaking to customer service they said they would extend my subscription another month to end around December 23. My Sunday papers did start being delivered in September. They were being delivered very late. I was told my paper should be delivered between 630 a.m. and 730 a.m. I'm not sure what time my paper was delivered, I just know it was after I left my house for church at 11:00 a.m. I want to read my paper in the morning not evening when I return home. One Sunday I didn't attend church and I found my paper in my driveway after 1:00 p.m. I called in every Sunday morning complaining that I had not received my Sunday paper. I called in with complaints from September to February 24, 2020. In December I was given the name of Ms. Robyn A (***). I made my first call to her on December 4, in which I left her a voice message. She eventually returned my call and promise to get my Sunday paper to me on time. She wanted to extend my subscription another month. I preferred getting my papers on time. An extension didn't make me feel better at all. The service I was receiving was awful. I complained to Ms. A from December to February 24. She ignored my calls. On Feb. 24, I left my last message with Robyn and ask that she please stop the carrier from delivering late papers. I was going to file a complaint. It would have been better if they would have returned my payment and said there is no one to deliver papers to you on time. I didn't get what I paid for.

We are subscribers to the Wall Street Journal. The Observer fails delivery, often.
We do not subscribe to the Charlotte Observer, for many reasons, but, unfortunately, they are responsible for the delivery of our Wall Street Journal paper. When the Observer misses a day, we have no recourse, it seems, because we no longer have an account with the Observer. Today, 3/8, the Saturday edition of WSJ was intended to begin today.

We do contact WSJ each time there is an issue and do receive a credit for that day's paper. However, that doesn't solver delivery issues.

Speaking to Observer customer service is a total waste of time. I simply cannot understand what I'm supposed to be hearing and the representative is confused by my complaint. Sorry to say, but this may be the lousiest service I've ever seen.

Lack of customer service
When we go out of town we like to have our papers held and delivered when we return. We never receive the papers that supposed to be held. When we call and report the issue we are always promised that we will get the papers the next day. It never happens.

Lack of customer service
When we go out of town we like to have our papers held and delivered when we return. We never receive the papers that supposed to be held. When we call and report the issue we are always promised that we will get the papers the next day. It never happens.

Charlotte Observer sent account to collections for subscription that was not renewed
In October 2019 I prepaid for a full year subscription of the Charlotte Observer. After the year ended, I elected not to renew. My subscription expired in 2019 and I am now receiving notice from a collection agency for deliquent payment of $54.33 dated February 25, 2020. Please clear the account balance and cancel collection efforts.

Charlotte Observer sent account to collections for subscription that was not renewed
In October 2019 I prepaid for a full year subscription of the Charlotte Observer. After the year ended, I elected not to renew. My subscription expired in 2019 and I am now receiving notice from a collection agency for deliquent payment of $54.33 dated February 25, 2020. Please clear the account balance and cancel collection efforts.

I ordered a 4 Sunday paper trial for 12 dollars and never received a paper. I was charged another 12 dollars. I contacted customer service; the representative was rude and said they would issue a refund. Over a week later, never received a refund. Contacted my bank for fraud. This is the worst company I have ever dealt with; DO NOT BUY ANYTHING FROM THEM.

Newspapers not delivered and reported subscription issue 20+ times in 5 weeks
I transferred my subscription service on 1/19/20. I provided 10 days notice of the transfer. It stopped at my old address on 1/19 but has not started at my new address, at least not regularly. It took 3 weeks to get 2 papers delivered. Silly me, I thought it was fixed, then the next week, no deliveries. More more weeks of reporting the paper missing, being told the distribution center was notified. That's all they can do. Which apparently no one in the distribution center either cares of bothers to check on missing deliveries and whether it's a one-off or a consistent problem to be addressed. I'd think after 3x it would be seen as a pattern to be addressed. I finally received 3 papers in a row last week-end and thought, finally, they've gotten it resolved. Only to miss today's. Again. I'm on auto-pay, so I have to call each time to have a credit applied for the service I haven't received. I do not understand any company that relies on customer service, who gets dozens of complaints in a row for services not rendered and they have NO PROCESS apparently, in place to address it and NO ONE even bothering to do an audit of their processes, procedures and performance of their staff to insure that basic customer service is being provided. I mean, newspaper delivery is a main component of being in the newspaper business. Hopefully, this letter will get someone's attention because calling and emailing has fallen on deaf ears.

Newspapers not delivered and reported subscription issue 20+ times in 5 weeks
I transferred my subscription service on 1/19/20. I provided 10 days notice of the transfer. It stopped at my old address on 1/19 but has not started at my new address, at least not regularly. It took 3 weeks to get 2 papers delivered. Silly me, I thought it was fixed, then the next week, no deliveries. More more weeks of reporting the paper missing, being told the distribution center was notified. That's all they can do. Which apparently no one in the distribution center either cares of bothers to check on missing deliveries and whether it's a one-off or a consistent problem to be addressed. I'd think after 3x it would be seen as a pattern to be addressed. I finally received 3 papers in a row last week-end and thought, finally, they've gotten it resolved. Only to miss today's. Again. I'm on auto-pay, so I have to call each time to have a credit applied for the service I haven't received. I do not understand any company that relies on customer service, who gets dozens of complaints in a row for services not rendered and they have NO PROCESS apparently, in place to address it and NO ONE even bothering to do an audit of their processes, procedures and performance of their staff to insure that basic customer service is being provided. I mean, newspaper delivery is a main component of being in the newspaper business. Hopefully, this letter will get someone's attention because calling and emailing has fallen on deaf ears.