Reviews

Review Details

• Review fromMaggie C

  Date: 01/24/2023

  1 star
  If there is a minus one, I would choose that. We have delivery problems. Sometimes we get the paper, sometimes not. When we do not get the paper, I log on and ask for credit for missing my paper. Your do NOT get full credit, that is, you do NOT get a paper added to your account expiration date if they have missed a delivery. This is because there is an additional-ADDITIONAL- 10 cents charged for every paper delivered. This is 10 cents more than the stated "Delivery Cost" and you don't even know this. The customer service is not helpful - their comment is " well that's the way it is and now you know". How can you be charged for something without your knowledge? Oh and there were NO delivery problems around Christmas time when the paper is delivered with a card in it, presumably for a $tip$. It is too bad this is the only 'show' in town.

• Review fromDan D

  Date: 01/17/2023

  1 star
  Orlando sentinel will not accept an online cancellation of a subscription and will keep charging you the weekly or monthly rate even though it acknowledges the cancellation (and there's no subscription) and you have deleted your credit card number under your online profile. Apparently, you have to call to cancel, but they are unable to demonstrate in any terms of agreement that you must call to cancel and that an online cancellation is accepted. Further, they make it extremely difficult to contact them via phone to effect the cancellation and get a rightful refund.

• Review fromKaren B

  Date: 01/06/2023

  1 star
  The Orlando Sentinel's incompetence is monumental. Twelve issues in December were not delivered, So far this month, I have received one. Today is the 6th. I have called customer service each time I have a missed delivery, and have received zero papers and no explanations. All information is forwarded to the Sentinel, and ignored. My next door neighbor receives her paper daily. Where is mine? I have not gotten any resolution from the Sentinel. The production excuse and the delivery excuse don't fly, because I SEE my neighbor's paper in her driveway! Sentinel headlines scream about lack of transparency in government and business. Well, here we have the pot calling the kettle black. Getting in touch with someone local is impossible. The way they treat their customers is totally disrespectful and insulting, i do have to compliment the call service staff. They are unfailingly polite as the read their scripted lones.

• Review fromTara N

  Date: 12/28/2022

  1 star
  I've been a subscriber at my office for over 7 years. I haven't received my physical newspaper (which I am subscribed to) in almost 2 months. I've called and emailed numerous times, but nobody cares to do anything. They have forced me to cancel. Very poor customer service.

• Review fromPaula H

  Date: 12/19/2022

  1 star
  Delivery issues started last year phillipines custormer service was tested and failed now it's worse. We cancelled because we were paying for a paper thursdays and sundays we would get Thursday but getting sundays was nearly impossible. So after six months we got another subscription paper came perfectly for ONE week then it's no paper and custormer service promised a Sunday paper and lied. It's recordings now no help at all Sentinel Sucks and is diceieving their customers. Shameless

• Review fromDon R

  Date: 12/11/2022

  1 star
  This newspaper has got to have the absolute worst customer service of any business I've dealt with in my life!! EG: This past Thursday, no newspaper delivery. I called "Customer Service," (call center in the Philippines), reported the issue, and was promised a same day redelivery or next day replacement, Neither was received. Today is Sunday, no delivery, called and requested redelivery. The redelivery was promised, and AGAIN, no paper. This kind of issue has been going on for the last six months!! I have been very patient, and now I've lost ALL my patience with this company. If there was a way to bring a lawsuit against the Sentinel, I will very strongly consider it. Supposedly, I'm entitled to a replacement paper or a credit issued to my account for these non-deliveries, however, I have seen ZERO evidence of these "Credits." Recently, I've called the "Customer service" line, numerous times with no results. I've requested to speak to or get a call-back from a distribution manager, or other responsible person with ZERO results. This demonstrates just how irresponsible this company is! I have more important things to do without wasting my time with newspaper delivery issues. If I get no response and satisfaction from this most recent batch of delivery issues, I will cancel my subscription.

• Review fromJennifer F

  Date: 12/11/2022

  1 star
  I subscribed on November 2nd 2022 for the Thursday and Sunday edition, I have yet to receive a paper. I continually call every Thursday and Friday and Sunday and Monday and get no where. I am repeatedly told they have filed a complaint that someone will contact me and so far no one has contacted me or have I yet to receive a newspaper. I am beginning to feel it's a scam !! They want to charge you for the Thursday and Sunday edition plus digital access but only give you the digital access. I am also repeatedly told to access the digital, but that resolve the lack of my newspaper being delivered !! I ask to speak to supervisor's, wether they really are or not I have no idea, but of course nothing gets resolved all I ever get is a run a around !! How are they allowed to operate a business like this !!! If you're selling a product and someone purchased it aren't they supposed to give said product !! I'm not sure how they are not investigated for fraud !!!

• Review fromMunaf M

  Date: 11/23/2022

  1 star
  I paid five weeks ago for Sunday papers, still waiting for my first delivery after making many calls to customer service who promise to have it deliver, still no papers.

• Review fromLinda S

  Date: 09/22/2022

  1 star

  Linda S

  Date: 09/22/2022

  just recently having problems with delivery not getting paper call up and say they would deliver it tomorrow got tired of it canceled we'll go to the 7-Eleven to get my newspaper...

  Orlando Sentinel

  Date: 09/27/2022

  September 27, 2022
  
  Please accept our sincere apologies for any ongoing frustration or inconvenience you may have experienced with your Thursday and Sunday home deliveries of your Orlando Sentinel newspaper.
  
  We are addressing your ongoing delivery concerns with your local Distributor for resolution. Since there are open routes and Production concerns causing delivery delays in the area at this time, your deliveries may be missed or received after standard delivery times. We appreciate your patience and understanding while we work towards a resolution to your delivery concerns in your local delivery area.
  
  After reviewing your missed deliveries notated on this Complaint, your missed delivery complaints have been processed and escalated by Customer Service. During your Customer Service contact on September 12th it seems you cancelled your subscription effective your paid thru date. We deeply apologize for any inconvenience or frustration you have experienced with your home delivery subscription.
  
  Again, we apologize for any inconvenience this has caused and appreciate your patience as we work in getting this matter resolved. If you would like further assistance or would like to restart your account you may contact our Orlando Sentinel Customer Service Department at 407-420-5353.
  
  Sincerely,
  Katina
  Executive Resolution Center
  

• Review fromScott R

  Date: 09/12/2022

  1 star
  If there was a no star review I would give it. We subscribed to the Orlando Sentinel for 20-years (plus). We always seem to have home delivery issues, which is blamed on the carrier. I get it. Sometimes, these issues were resolved. Sometimes not. Recently we cancelled our home delivery subscription and opted for the two-year e-newspaper for $18 for two years. One would think this is simple enough. But, not with the Orlando Sentinel. (read on) First, the old account (email) was associated with the new subscription, even though I changed emails for this new subscription. It had been over 30 days since we cancelled, so this should not be an issue. We subscribed and the Orlando Sentinel was happy to take our monies, but we had no access to the e-newspaper. I called their customer service (somewhere in Asia/off-shore) and was told that it would take two to three days for access (why?)... no clue. It has been 9 days, we still have no access to the e-newspaper. I was told by the Customer Service Department that our case was escalated to Technical Support and it would be resolved within 24-48 hours. It has not been resolved. Today (September 12, 2022), I called again... maybe they forgot to pay their phone bill as I cannot get through to them... there is no ring sound... it is like a deadline when I dial their Customer Service number Why is it that the Orlando Sentinel is having so many poor customer reviews? Is it Tribune Publishing Company, their parent company that is the main issue? Perhaps I should call them? I am tired of this happening, especially to the e-newspaper. In this technological age, few issues like this should be happening. FIX IT!