Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a one year subscription to the Denver Post Newspaper in September 2024 and then in November I cancelled for personal and financial reasons. When I called to cancel I asked when I would get a refund for the remaining part of my subscription, they tried to tell me that they had a no refund policy. I was a subscriber to this paper for at least 15 years and never was told about this. There is nothing on their website about it. It just says cancel anytime. I was told on the phone that they would submit it to whoever they needed to to get a refund. When I did not get one I sent them an e-mail on November 15th asking why. I received a response saying that a refund of the open balance on my account had been requested back to the card on file. On November 19th I e-mailed them again because I still had not received that credit. Unfortunately, I had already paid that payment on the credit card or I would have disputed it. I did not get a response from them at all this time. I checked again today and still no refund. I just want the balance of what I paid them ($267.80) less the weeks that I did get the paper returned to me. I am not sure of the exact day I cancelled but the cancellation was effective starting with the November 10th Sunday paper.

  

  Business response

  12/02/2024

  We apologize for the poor service Ms ****** received from our **************** Team.  We have spoken to the **************** Manager about this issue so they can use it for training in the future.
  
  Our accounting department processed a refund for $226.69 on November 20, 2024.  The refund was processed to the credit card on file.
  
  Please see the two attached files for The Denver Post Arbitration and Subscription Terms

  File 1 is posted on every invoice that is sent to our subscribers

  File 2 is posted in the paper everyday

  Should you have any further issues, please reach out to us at *******************************************************************

  Customer response

  12/03/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I signed up for Denver Post home delivery while at the ******* in *********** on October 26, 2024. I was told by the Denver Post salesman that I would receive my first newspaper delivery the next day. Thus far I have received no newspapers. When I called the Denver Post to inquire, they said that I didnt provide the salesman my email and that is why I had not received a newspaper. That is incorrect, I did provide my email and was to receive both mailed and digital delivery. The representative said that there are no refunds. All I want is my $29.99 returned to my credit card. Thank you.

  

  Business response

  12/02/2024

  We are sorry for the miscommunication from our staff.   We no longer deliver in your area. 

  A full refund of $29.99 has been requested from accounting and will be credited back to the credit card on file.

  Should you have any further issues, please reach out to us at *******************************************************************

   

  Customer response

  12/05/2024

   
  Complaint: 22588548
  
  I am rejecting this response because: I accept the resolution to refund me the $29.99 however the credit card on file is no longer valid.  Please send me a check payable to ****** *** at  **************************************************************************************************; 80109 
  
  Sincerely,
  
  ****** *********

  

  Business response

  12/18/2024

  According to our *************** Group:

  Payments must be refunded in the same way the payment was taken.  If the card is no longer active and a new card for the customer has not been issued
  the bank or ********** would issue a check and sent it to the last address they have for the customer providing there isn't a negative balance on the card. 
  If there is a negative balance then the bank or ********** will usually keep it to cover part or all of the negative balance.  
  
  Our system shows this refund was sent back to a **** ending in 5381 on 12/2/24.  The customer needs to contact them to double check that they received it and what 
  they did with it.

  Customer response

  12/18/2024

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fraudulent bill collection. I had no access to digital newspaper service due to their terrible user interface and the fact that I was unable to log in. I decided to ignore it bc no I longer enjoyed the paper. The Denver Post automatically renewed my subscription despite the fact that I had not accessed their online paper for many months ( bc of tech isssues on their end) In addition, I also had a new credit card so the old card on file no longer worked. Instead of contacting me by mail. Phone or email, they began having account services call me to badger me on the phone many times a day. I owed a balance of $22 which I paid ( although this was totally fraudulent as I never agreed to resubscribe when the subscription ended ) and the balance is zero. However, the **************** continue to badger me with multiple calls a day.

  

  Business response

  12/02/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number on all internal Do Not Contact Lists.
  
  We have also removed your phone number from our database to prevent future marketing efforts.
  We are very sorry you have had such a difficult time with our marketing efforts and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received an email from The Denver Post asking me to renew my subscription. I clicked on the link and did the renewal for 52 weeks of digital subscription at $65 plus tax, total of $72.13. I received a confirmation email at that amount, but when I started a chat with an online Denver Post representative to update my address, she informed me that the subscription is actually $143.88. The online renewal link was incorrect from her perspective. I think this is a fraudulent offer. I would like my original rate and confirmation to be honored.

  

  Business response

  11/08/2024

  Thank you for bringing this problem to our attention, and we apologize for the mix-up.
  
  A **************** person, *****, emailed ******* on 11/05/24 and let her know we are honoring the special rate of $65.00.
  
  We have also processed a billing address change to a PO Box effective 11/06/24.  If this is not correct, please contact **************** at ************ and let them know the correct address.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I asked for a subscription to the Denver Post newspaper for 6 months and paid $255.85 for this on August 22, 2024. The check was cashed on August 26, 2024. I have never received a newspaper. I have requested a refund at least five times and still have not received a refund after nearly two months.I simply want a refund as the newspaper service has not been provided. A total refund will fulfill my complaint.

  

  Business response

  10/24/2024

  We apologize for the poor service Mr ********** received while subscribing to The Denver Post.  We have spoken to the Distribution Manager in that area about the poor service he received and they are working to get the route straightened out to give better service to our other subscribers.
  
  Our accounting department processed a refund for $250.49 on October 16, 2024.   Mr ********** should receive the refund, via ****,  within 7-10 business days.

   

  
  

  Customer response

  10/28/2024

   
  Better Business Bureau:
  
  Thank you for your assistance to settle this dispute.  You have been extremely helpful.  I received a refund check of $250.40 rather than my original cost, but I am satisfied.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have subscribed to the Denver Post for over 30 years. My paid subscription includes daily digital and Sunday and holiday delivery to my address at *********************. I have not received a Sunday paper since my vacation hold requested redelivery starting July 21, 26 days ago. I contacted circulation July 21st and every week since and no papers have been delivered or redelivered, as promised. No one has contacted me after Denver Post emails advised a zone manager, delivery manager and then a circulation director would contact me and after I was advised the issue was escalated twice. Sunday delivery was consistent prior to my vacation hold that started in June. My building concierge, who is in the lobby near the front door until 8am every Sunday, reported last week that no apartment resident here has received their Sunday Denver Post in over 2 months. I want Denver Post delivery to resume Sunday, August 18, 2024, and my subscription extended another 3 months at no charge.I contacted BBB 2 years ago regarding a similar experience at my *************** home where I didnt receive Sunday Denver Post delivery for 3 months before it was resolved with BBBs help.

  

  Business response

  08/28/2024

  Per our ******************* Manager:  ***** has labeled and delivered these papers to the front door.  We have no access to this building.  I called and spoke with the front desk in hopes to get a code they said they do not have a code to give us.  This is a label and deliver to the guard if there or leave at the front door.  I also spoke with ****.  She did get her Sunday paper and she is going to call and see if she can get a code.  I asked **** to keep my number and if she should have any issues to please call me and we will continue to work together till we get this resolved.  I apologized for any inconvenience she may have had.  She said she was glad to be able to speak with someone who she could talk to without all the run around.
  
  Per our **************** Manager:  I put another month of credit on the account. This is in addition to the 5 Sunday's that have already been credited to the account.

  ***************
  Circulation Coordinator

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For nearly 30 years I have been a loyal 7 day a week subscriber to the paper edition of the Denver Post. For most of that time, deliveries have been fairly reliable. However, in February of 2023 missed deliveries started happening on a frequent basis, and by the end of the year the Post had missed approximately 79 times (I keep notes of each incident). This year the issue has continued, with a total of 29 missed deliveries to-date. Each time I call the customer service number and report the issue to a live agent and request a credit (because they never have seemed to be able to redeliver missed papers either). Each time they promise they will report to the circulation department, the contractor who is responsible for deliveries, or "upper management", and that the issue will be resolved. It hasn't been. I have also spoken several times with a "zone manager" who has promised resolution, which has not occurred. Finally, I have repeatedly emailed member services, who replies with reassurances that are clearly nothing more than boilerplate that the problem will be resolved. They have also failed to address the issue.This, and related circulation and subscription issues, seems to be a broad, customer service-wide issue for more, see: ****************************************************************************************** regarding the many ways the Post abuses its paying customers. In spite of this, each year the Post has the gall to increase subscription rates by onerous amounts (varies from year to year but has been as much as in excess of 30%). All I'm asking for is that the Post make good on its promise to reliably deliver the product I have already paid for.Thus far, I have continued to subscribe because the Post is the only major paper in town. However, if this continues, notwithstanding that, I will be canceling my subscription. I'm sure I won't be the only one.

  

  Business response

  08/26/2024

  We continue to struggle to find a permanent carrier for this route.  Our field team has followed up on the delivery at this address and when I spoke to *************** today, he has seen an improvement of service since the 14th.
  
  I have also applied a 30 day credit to his account, and gave him my direct phone number to help escalate any other issues he may have with his delivery.
  
  ***************
  Circulation Coordinator

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, prior to this, was pleased that the Circulation Coordinator ("**") contacted me by phone to discuss the matter.  She is one of multiple individuals who have indicated that finding permanent carriers is an ongoing problem.  I am not unsympathetic to that issue, especially that some carriers apparently just quit without giving notice, but to me this should suggest to management above the ** that the current approach to hiring and retaining carriers is not working, and that a new approach needs to be explored, else problems such as this are likely to just continue.

  In the mean time, I am thankful that the ** is willing to stay engaged with me in the situation and that she was willing to apply the credit to my account for missed deliveries to-date.  We shall see as to whether bandaids currently being applied materially improve the issue in the long run.

  Thank you for reaching out to me and to the BBB for its assist.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up to receive the Denver Post newspaper back in July of 2022. In December of that same year, I decided I no longer wanted to subscribe. I was unable to subscribe online so I had to call their customer support and I felt as though they would not unsubscribe me until I had asked several times. I then received many calls from them asking if I wanted to sign up for a holiday deal. Again, when I tried to say no, I felt as though they would not take no for an answer to the point where I agreed so they would stop. I did end up calling back and was able to tell cancel the deal because I was so angry that they pestered me into saying yes. I have received calls from them ever since. I blocked them in 2023, but recently started getting calls from a new number. When I answered and realized it was them, I blocked them again. I have since received calls every day from them, almost several times a day. It is extremely frustrating and I want them to leave me alone and hope they are not doing this to other people.

  

  Business response

  08/09/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number and email address on all internal Do Not Contact Lists.
  
  We have also removed your phone number and email address from our database to prevent future marketing efforts.
  We are very sorry you have had such a difficult time with our marketing efforts and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

  Customer response

  08/14/2024

   
  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. Thank you very much for looking into and resolving this matter.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about April 1st I purchased a one year subscription to the digital edition of the Denver Post. The digital newspaper started arriving the nest day and continued for almost 2 weeks before it stopped coming. Complaints got promises to refer it top someone in technical support and promises of a response in 72 hours or less. I haven't seen a digital copy of the Denver Post since. My copy of the Loveland newspaper (owned by the Denver Post) came both paper and digital until a week or so ago when they cut off my digital copy.I have an eye condition and while I can no longer read the paper edition of a newspaper I love the digital newspaper.

  

  Business response

  07/18/2024

  Per Manager ***************************** - 

  As of July 14th, the daily e-notify for The Denver Post has been sent on a daily basis.    The daily email for the ************************ resumed on July 11, 2024.
  I left a message for ************** on July 18, 2024 to confirm he has been receiving the daily emails.
  
  Our system shows that  we received a request from the subscriber to unsubscribe from the daily emails on April 10th.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was a Denver post digital subscriber and kept getting unwanted calls to get the Sunday paper. I asked the representative at least 6 times to remove me from their call list and they continued calling. I finally canceled my subscription as a result of the harassing phone calls and now they are calling almost daily to win my back as a customer. I wish for NO FURTHER CONTACT from the Denver post EVER!

  

  Business response

  06/17/2024

  We have reached out to our telemarketing and email vendors and asked them to put your phone number and email address on all internal Do Not Contact Lists.
  
  We have also removed your phone number from our database to prevent future marketing efforts.
  

  We are very sorry you have had such a difficult time with our marketing efforts and apologize for your inconvenience.
  
  Should you have any further issues, please reach out to us at *****************************************

  Customer response

  06/17/2024

   
  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.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩