Business Profile

Newspaper

Rockford Register Star

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Complaints

This profile includes complaints for Rockford Register Star's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/03/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ever since the paper stopped operations in Rockford, the news is at least two days old. Along with missing several events due to this delay, They have now fired all of their carriers, and were reported to start delivering by mail on Monday, February 26th. We have not received a paper at all. Some days, my husband gets one from our neighborhood ****** but they don't always get them either. This "local paper", has turned into a ********* scam. My husband had just renewed under a special offer from a very persistent phone sales person. $19.99 per month for three months. Paid in advance, in full. Their company answers by recording on their customer service line, and no calls are returned. I realize that they are not BBB members, but maybe you can advise us on where to get help? My name is *****************************, but the subscription is in his name. Their automated system strangely no longer recognizes either of our phone numbers. Any help would be greatly appreciated.
Initial Complaint
Date:12/28/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called more than once and have been promised delivery of the paper. Still, no paper. Put it in the mail if you cant keep your delivery promise.
Business Response
Date: 01/22/2024
Apologies for not responding to complaint ID ********. We could not find the subscriber's name, *********************, in our customer database. We cross-referenced the phone number and were finally able to locate it.

Customer is scheduled to stop delivery service on 1/22/24. If the customer would like to restart, we will offer 8 weeks credit and will make sure the newspaper gets delivered in a consistent, timely manner.

Sincerely,

***************************
Circulation Operations Manager
Rockford Register Star
Initial Complaint
Date:12/07/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 11, 2023 we requested our subscription be changed from Sunday delivery only to all electronic (no more delivery). Since this phone call, we have received the Rockford Register Star paper almost every day. Weekly phone calls and online chats almost every week have not provided any change/solution/resolution - we even cancelled the electronic subscription and last week put a vacation hold to see if anything would change. We have been patient for 17 weeks and just wish for the newspaper to no longer be delivered.
Business Response
Date: 12/22/2023
We are alerting the carrier to please stop delivering the printed paper. The subscription is digital only.
Customer Answer
Date: 12/27/2023

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
Date:10/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a long time customer of the ******************. For some unknown reason my delivery stopped on Sept 17th 2023 and I have not received a paper since then (today is Oct 24th). I have contacted the RRSTAR through their customer service, I have contacted them through their help chat line so many times already, and no one can tell me why my service has been interrupted. They promise to take care of it, and contact the circulation personnel, but still no paper. I've asked for return communication, I get nothing. My payments are up to date, my account status is active, but I do not receive a paper. It's been over a month. It's almost hard to believe. If I cancel the subscription I don't get a refund. I just don't understand, and no one I've communicated with is capable of fixing the issue.
Business Response
Date: 10/26/2023
We will alert the carrier immediately to resume service. The account is active, so there was no reason for the carrier to have stopped delivery. We will also credit the account 8 weeks for the non delivery.
Initial Complaint
Date:10/13/2023
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a subscriber of the Rockford Register Star ( ** Star) for a number of years. The paper was being delivered to to our home. On Sept. 25, 2023 they stopped their home delivery service. They switched to having the paper delivered via the ***** To Date 13 Oct. 2023 I have received one paper dated 2 Oct. 2023, the paper was delivered some time between 5 -9 Oct. As we were out of town during this time frame. I have called their, off shore, customer service almost daily stating on 25 Sept. 2023 they always state that they will pass the complaint to those that can resolve the problem. On the last call I made I asked if there was any way to speak to someone in the US, there response was NO. I also tried to contact the ** Star via their web site to no avail.
Business Response
Date: 10/14/2023
We will check to make sure a mail label is being generated. The Rockford Register Star newspapers are dropped daily to the ****** *********** for same day delivery. We will work with the post office to get this issue resolved.
Customer Answer
Date: 10/16/2023

Complaint: 20733506

I am rejecting this response because:
As of today 16 Oct. 2023 I have received two papers from the Rockford Requester Star after 25 Sept. 2023, the first dated 2 Oct 2023 received on or after 5 Oct ( as we were out of town until 10 Oct I do not know the exact date of delivery, I received the second paper today 16 Oct. 2023 the paper was dated 3 Oct 2023.
Talking to the postmaster of the ****** post office she stated that they have never had any papers dropped off at the ****** post office. below is the statment of the postmaster of the ****** post office.
"An #**** verification form is needed when there is ANY drop shipment at the ****** ************ This form accompanied by the mail pieces must be presented to the accepting mail clerk during business hours. So far, NO Rockford Registered Paper has been Presented to a clerk in ****** along with the #**** needed for verification of postage Paid.
*************************/Postmaster"
If you would like the original hand written statment I will be glad to send it to you.
*******************
Business Response
Date: 10/19/2023
We are supposedly dropping to both ********** Grove and ****** post offices daily. Once I get verification from our carrier, I will contact the ****** *********** to try to resolve any issues.
Customer Answer
Date: 10/23/2023

Complaint: 20733506

I am rejecting this response because:
As of today Monday 23 October it has been four weeks that the Rockford Registers Star stopped home delivery. I have received only three papers, I should have received twenty six papers. Papers received, paper date date received 2 Oct 5 Oct 3 Oct 10 Oct 15 Oct 18 Oct
In R R Star's first response they stated that they dropped the papers at the ****** post Office. In there second resp[once they '" supposedly" dropped the papers at the ****** post Office. It sound's to me as if they don't know what they or their staff is doing.
To date no one from the ** Star has contacted the post master in the ************ **** Office.
It would be appreciated if they would stop the runaround and give me direct answer as to what is going on with the delivery of the ** Star

Sincerely,

*******************
Initial Complaint
Date:09/05/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled my Sunday Subscription of the paper and they're still delivering the paper including the daily subscription.
Business Response
Date: 09/06/2023
We will alert the carrier to stop delivery.
Initial Complaint
Date:08/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The subscription for ***************** (Account #*********** was cancelled on July 7, 2023. The company said a refund would be made back to his credit card within 7 to 10 days. No refund has been made in spite of three more phone calls to the company to check on the status of the refund. The company said the refund would be for $304.24. To date, no refund has been made.
Business Response
Date: 09/01/2023
Although customer refunds are handled at the corporate level and not locally, I will reach out to corporate ** for more information on the matter in order expedite the refund process.
Customer Answer
Date: 09/05/2023

Complaint: 20550344

I am rejecting this response because: I have been given the run around on this refund for 2 months and this seems to be more of the same deflection. I need names of Register Star personnel and contact information so this can be verified.

Sincerely,

***********************
Business Response
Date: 09/06/2023
The refund was processed on 09-05-23 in the amount of 304.24.
Customer Answer
Date: 09/06/2023

Complaint: 20550344

I am rejecting this response because: I need details as to how the refund was made, ie credit back to credit card, check, etc. If by check advise address to where check was sent and method of delivery, ie mail, *******, etc. Also advise expected delivery date.

Sincerely,

***********************
Business Response
Date: 09/07/2023
I will reach out to Corporate to try to get more detail. I do know the refund was posted to your account listed as as issued on 9-5-23.
Initial Complaint
Date:08/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding my delivery subscription to the Rockford Register Star. I currently have a subscription for delivery of Mon-Fri, and Sunday papers. On May 31st, the paper went to mail delivery for all issues except the Sunday one, which is still supposed to be delivered to my home. For the first roughly 2 weeks, I did not receive any Mon-Fri papers in the mail. I currently now only receive Tues-Fri in the mail, and Sunday is delivered to my home on Wednesday of the following week, usually after I have called the paper to complain about not getting Monday or Sunday. My elderly neighbor, who also has a subscription, has the same issue, only she doesn't get the Sunday paper at all, since she doesn't call the paper's customer service to complain. I don't know what this issue is with not getting the papers. I had this same issue with the ************************** and got no resolution until I filed a previous BBB complaint. I have also emailed the circulation manager about this and received no response. I do not feel I should have to call customer service every week.
Business Response
Date: 08/22/2023
I will speak to the carrier regarding the Sunday delivery of the Rockford Register Star. The Mon through Friday papers should be arriving in the mail daily. I will also look into the Monday postal drop to be sure they are getting dropped to the post office in time. In the meantime, I will credit the account for 8 weeks.
Customer Answer
Date: 08/23/2023

Complaint: 20434411

I am rejecting this response because: I did not receive this weeks Monday paper and did not receive Sunday paper for RRS and FJS, so this issue is not resolved.

Sincerely,

***********************
Business Response
Date: 08/23/2023
I will work to get resolved for this Sunday.
Customer Answer
Date: 08/29/2023

Complaint: 20434411

I am rejecting this response because:I am still not getting a Monday paper. Didn't receive 8/28 paper. Did receive Sunday the 27th today, the 29th

Sincerely,

***********************
Business Response
Date: 08/30/2023
Working with the *********** to get the Monday mail delivery issue resolved. We do not have a carrier in the area on Monday. Offering customer 8 weeks credit for the missed paper issues.
Customer Answer
Date: 08/31/2023

Complaint: 20434411

I am rejecting this response because:I am having inconsistent delivery for other days too. I did not receive either paper today. I am also concerned that when the Sunday papers go to mail delivery next month, I will no longer receive them either

Sincerely,

***********************
Business Response
Date: 09/01/2023
I am working with a carrier in the area to have your papers delivered outside of the mail.
Customer Answer
Date: 09/06/2023

Complaint: 20434411

I am rejecting this response because:Waiting to see what happens next Monday. FYI, received both Sunday papers and Tues RRS at my home yesterday. Received FJS from **** and RRS from 9-1 in the mail yesterday. RRS had my name an address on it. Received FJS from 9-1 in todays mail. Not sure what it going on. Still seems like things are messed up

Sincerely,

***********************
Business Response
Date: 09/07/2023
We are working with the post office to get the same day mail issues resolved. Also, working with carriers to ensure Sunday delivery on Sunday. In the meantime, another carrier is delivering missing issues on days when she is in town. Hopefully, we will have all these issues resolved soon. We are not charging customer while we are working to resolve the issues.
Initial Complaint
Date:07/15/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My elderly grandfather is a lifelong customer of the ****************** and he depends on their services for his daily news. He pays extra for porch delivery, because he is sadly unable to make it safely down his steep driveway and back. Although his paper was delivered properly to his porch for awhile, theyve been dropping it on the ground at the very edge of his driveway (practically in the street). The delivery woman, ********************** claims that she only needs to get it somewhere on the property. **************** has responded to our complaints saying we added a note to your account instructing them to deliver directly to your porch. They will see this note every time. However, there has been no follow through on their part and the issue persists. The same delivery woman comes to the house every day and weve done our best to reason with her, but she refuses to perform her few basic duties. Employees such as her, who are too lazy to do their job, are an embarrassment to their business reputation.
Business Response
Date: 07/16/2023
Our newspaper carriers are independent contractors and not employees of the Rockford Register Star. Also, we do not charge extra for porch delivery. Having said that, we will reach out to the carrier and kindly ask her to please follow the customer's request to place the paper on the porch.
Customer Answer
Date: 07/17/2023

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
Date:07/12/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 31st. 2023 the RRstar newspaper switched to the paper being delivered by the post office (Sunday still delivered by paper carrier). Out of 21 days in June, I have received only 6 papers. Now in July, out of 7 days I should have received a paper I have received only 1 paper. Almost daily use of their automated customer service, use of their live chat customer service, and calls with customer service reps. have not resolved this. Quick resolution promised in each of these contacts. Today, July 12th., *******. told me the distribution center showed no issue with delivery, but then said all my complaints were noted, I was told by each interaction with the above customer service, that their distribution center would be notified, obviously customer service has a set script to tell you it will be handled, but isn't. acct.#**********
Business Response
Date: 07/16/2023
We will review the mail label for this customer's account to be sure it is included and scheduled for daily mail delivery.
Customer Answer
Date: 07/17/2023

Complaint: 20312671

I am rejecting this response because:Sunday paper is delivered by a paper carrier and not the post office. Why am I not receiving Sunday's paper? Monday thru Friday the *********** was to deliver the paper starting May 31st. per a letter sent in May, except for Sundays paper. Again only received 6 out if 21 papers for June. For July, Only 3 papers received out of 13 papers that should have been received. The response is the same one I have been getting for a Month and a Half, from customer service on-line chat, automated customer service, and all the customer service reps I talked-to on the phone. Am I going to get the service I paid for?

Sincerely,

*************************
Business Response
Date: 07/18/2023
I will have someone double check the address on Sunday going forward to verify the paper has been properly delivered.
Customer Answer
Date: 07/19/2023

Complaint: 20312671

I am rejecting this response because:as of Wednesday July, 18th. 2023 still no papers, how long does it take for someone to fix this problem (so far from May 31st to July 18th. 2023). All the checking, promises of swift action, notifications to circulation ***** and asking for help is incredulous to me that in this amount of time I can't get a paper delivered. What next? I would like to get a paper before I can accept any solution.

Sincerely,

*************************
Business Response
Date: 07/30/2023
I double checked to be sure a mail label was being produced by our production department. ************************ is scheduled to deliver your Rockford Register Star daily (Monday through Friday). I have also reached out to the Freeport Distribution Manager to be sure the carrier is delivering your Sunday Register Star every Sunday. I have credited your account for 8 weeks due to the lack of service.
Customer Answer
Date: 07/31/2023

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,

*************************
Customer Answer
Date: 08/04/2023
Complaint: ********

I am rejecting this response because:
I signed -off on complaint #********, expecting service to be resolved, not so. This weeks paper delivery was: Monday July 31st. no Monday paper, but Wed July 26th. paper delivered instead. Tuesday 7/1 paper delivered. Wed 7/2 no paper, thursday 7/3 paper, Friday 7/4 no paper. Start of August much like July in which 8 papers delivered out of 26 papers that should have been delivered. I signed-off on complaint too early. What can be done now. ***
Sent from ************************* (***********************)

Sincerely,

***********************;
Business Response
Date: 08/05/2023
I will review the issue with the ******** post office regarding Monday through Friday mail delivery. I am having the address checked every Sunday to verify carrier delivery. Account is being credited accordingly for the missed newspapers.
Customer Answer
Date: 08/07/2023

Complaint: 20312671

I am rejecting this response because: I accepted the response before (sounded good) and still have the same issue. Today 8/7 (Mon.) no paper, Friday 8/4 no paper. Sundays paper received ok. It is the mail delivery that is the problem, my calls to the *********** get me the same answer, If the paper is delivered to the *********** for delivery it will be, call the paper.
I've called for this issue going on my 3rd. month. Hopefully I'll get this resolved.
Sincerely,

*************************
Business Response
Date: 08/08/2023
We will continue to work to get the delivery/mail issues resolved. In the meantime, customer will not be charged until matter is resolved to the customer's satisfaction.
Customer Answer
Date: 08/14/2023

Complaint: 20312671

I am rejecting this response because: Nothing settled as of 8/14/2023. Last week 8/7(Mon) no paper, 8/8(Tue) paper rc'd but wed. 8/2 paper also del., 8/9 (wed) no paper, 8/10 (thur) no paper but wed 8/9 paper del., 8/11 (fri) no paper but fri 8/4 paper del. one week late. Sunday 8/13 ok (no problem with Sunday del.). Today 8/14 (mon) no paper. Can some semblance of consistent delivery started. Not receiving current Friday paper but receiving the previous Fridays paper shows something is wrong somewhere. Who can fix this or is it beyond fixing? I hope not.

Sincerely,

*************************
Business Response
Date: 08/15/2023
I can have your paper delivered via first class mail. However, it may arrive one or days after the publication date. For that inconvenience, I will also reduce your weekly rate.
Customer Answer
Date: 08/15/2023

Complaint: 20312671

I am rejecting this response because: More money for delivery? How about delivering the paper to the *********** on a daily basis (as you did when the paper was delivered to a carrier daily) so the *********** can deliver the paper on a daily basis. The problem is no one is taking time to manage the system of delivery and to make sure it is done on a daily consistent basis. What can I expect from first class delivery that can't be done on a daily basis now? If as I say, someone actually manages the delivery system to make sure it is done correctly. Today I did receive the 8/15 paper but I also received the Thursday 8/10 paper (5 days later), how screwed up is that? Where are the Friday 8/9 and Monday 8/14 papers? Find out, and maybe fix the system to were it works.

Sincerely,

*************************
Business Response
Date: 08/16/2023
We are currently dropping off all papers at the post office daily for same day delivery. We drop at over 20 post office ***'s daily in the Stephenson County area including ********. It is unclear as to why you are not receiving your paper daily through the mail. As we work through this with the post office, we are mailing your paper first class to ensure delivery until the issue of daily post office delivery is corrected. We are also reducing your weekly rate.
Customer Answer
Date: 08/16/2023

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. They are trying to fix delivery and that is all I can ask. Thanks for helping me with this problem.

Sincerely,

*************************

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Rockford Register Star is NOT a BBB Accredited Business.