ComplaintsforDesert Sun
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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Charged a monthly fee but unable to access digital desert sun news paperBusiness response
08/01/2024
The Desert Sun regrets the customer's poor experience. We spoke to the customer and were able to fix the problem. We provided a courtesy credit, which the customer accepted. Direct contact information was provided in case further assistance is required.Customer response
08/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
06/20/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
California law requires a business to provide online cancellation if the account was opened online. I attempted to cancel all open accounts with Desert Sun. The account management page does not provide any option to cancel, and continues to list previous accounts as 'inactive' instead of closed. I contacted the email address they listed, and that responded with an automated message showing a phone number and a 'chat link'. I do NOT want to spend hours on the phone with a retention specialist, so I clicked the supposed 'chat link'. It doesn't work. The email itself says 'do not reply'. So they are failing to comply with California law regarding online account cancellation.Business response
06/26/2023
The Desert Sun regrets the frustration experienced by this subscriber. We spoke with them, assisted with cancellation and provided direct contact information in case further assistance is required. We confirmed online cancellation is available for subscribers residing in California and provided the customer with screenshots of this option through their account.
Initial Complaint
05/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Once again, after several prior complaints to the Desert Sun, we did not get our paper delivered. They also deliver the LA Times and NY Times, which we also don't receive. We are senior citizens, and have to drive to the local store to get our papers at full price. When we call, all we get is "We are sorry". Horrible customer service.Business response
05/03/2023
The Desert Sun regrets the frustration experienced by this subscriber. We've escalated this matter to our distribution management team for review and correction. We spoke with the customer, informed them of the steps taken to resovle this matter and provided direct contact information in case further assistance is required.Initial Complaint
03/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For many years I subscribed to The Desert Sun. Started having terrible delivery issues, so I canceled. Some time later received an offer to return. I sent a check for 17.35 on Jan 7, 2023, subscription to start immediately. After no paper, called and told would start Feb 1. First comes, no paper. I call, they say sorry, 2 papers tomorrow. Feb 2, no paper, I call again, again told sorry will definitely be there Fri. Fri, no paper. Sat they are not delivering, so now we are on to Sunday. Still no paper! So I call, and tell them just cancel and refund, I cannot keep calling them everyday with no paper. First told no refunds. I said u cant keep my money and not deliver a paper. Told refund would take 30 days. Fine. March 7 I call again, where is my refund? Told never processed. Uhm, we will do it now, 7 to 14 days. Well here we are again still no refund I have wasted way too much time on this Can you help me received my refund? Thank you.Business response
03/30/2023
The Desert Sun regrets this customer's poor experience. A refund check was issued on 3/17 and should arrive to the customer's address within the next week if it has not already. We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required. We look forward to hearing back from this customer to ensure this matter is resolved to their satisfaction.Customer response
03/30/2023
I am rejecting this response because: yes I DID finally receive a check for 15.85. I paid 17.35. Now I know it is not a big difference, I want to know WHY and HOW they are allowed to charge me anything for processing the refund.Thank you
Initial Complaint
03/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I cancelled my monthly subscription with the paper due to a large price increase. The same day as my cancellation Feb 22 2022 I received a special promo indicating that there was a 2 year for $22 subscription available for new customers. My Wife had indicated that she was interested in keeping the paper so I forwarded on the e-mail to her and she subscribed, our credit card was charged and for the last month of contacting their customer service lines by telephone and multiple e-mails, we cannot get resolution to either get the subscription activated NOR obtain a refund for the charge to the credit card. We keep getting prepackaged messages in response to our complaint from different customer service reps. We have repeatedly asked for escalation and to be contacted by a manager without any response. The account number for the new subscription ordered is *********Business response
03/24/2022
The Desert Sun regrets the frustration experienced by this subscriber. We spoke with them and helped troubleshoot their access issues. We are reviewing their customer service experience for coaching opportunities. Direct contact information was provided in case further assistance is required.Customer response
03/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.THANK YOU for helping as we were getting nowhere with this company until we contacted the BBB!Initial Complaint
11/13/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
It appears the Desert Sun Newspaper is using an international work force that is using a bait and switch. I have received a bait and switch cold call from people representation Desert Sun Newspaper. I was offered a three month deal to receive the daily newspaper delivered to my house. The deal was for the first three month for a TOTAL FEE of $ 15.00. After two weeks I received a bill for $ 85.00 for one month. I called the phone number associated with Desert Sun. I talked with an international representative. She advised me she could reduce the charges to $ 40.00. I declined and advised I wanted to discontinue the newspaper immediately. This was a bait and switch fraud operation. There is no recourse at this time. Calling the Desert Sun ends up talking, once again, to an international company.Business response
11/18/2021
The Desert Sun regrets the frustration experienced by this subscriber. We spoke with them and honored the quoted rate. Direct contact information was provided in case further assistance is required.Initial Complaint
10/19/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I am continually being billed by the Desert Sun for Social Media ads after the contract was completed. I reached out to their billing department and to the local ad executive. No resolution. Attached is my contract and the bill I just received yesterday (10/19/2021). I've disputed this bill on the phone, in email and in writing with no resolution, just more bills. BTW these ads were purchased by me for a charity. Please help. **** ******
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Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.