ComplaintsforTelegram & Gazette

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started getting problems around the middle of December 2023. My paper did not get delivered. My daughter called the telegram and gazette and they said they would take care of the problem. Some days they would deliver and some days they didnt. And when they did deliver it was always out side on the side walk or in the snow. I am 88 years old with COPD and I have always had my paper delivered inside my apartment complex. My daughter made several phone calls to try to fix the problem. On January 2 2024 I sent in a payment of 335.80 for a year subscription. We thought eventually this problem would be solved. But it continued. So we had to cancel the subscription in January 2024. They keep calling me asking me to renew. I would like a refund of my $335.80 check number 431.

  Business response

  04/05/2024

  April 5, 2024
  
  *******************
  ************************************ *** * ***** ******** ** *****
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************* and her subscription to the ********* Telegram and Gazette, account #**********. Per ***************** request, the account was stopped on 1/24/2024. We have requested a refund of the last payment of $335,80 to be issued to $335.80 via check. When the account was stopped, the customer service representative used the wrong code to request the refund and no request was generated in the system to alert finance that a refund needed to be issued. We apologize for this and any inconvenience that it may have caused. Please allow up to 30 days to process and receive the check.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer response

  04/05/2024

   
  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

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been customers of the ********* Telegram for over 30 years. We get home delivery of our newspaper. Over the past 6 months, delivery has been very sporatic. We get the paper for a week or so, and then delivery stops. This has happened very frequently. Now it has been over three weeks since we got a paper delivered. We have called numerous times, trying to resolve this. Supposedly it is esculated to the carrier and manager, but nothing happens. We have tried emailing them, and all their emails are said to be invalid. We have been unable to reach any of the managers. We paid $223.00 by check in September, for a subscription term of 6 months. They say we can get the e-newspaper,but we are paying to get our paper delivered. If it is a carrier issue, i would think someone else would have to deliver the papers. We are an elderly couple, and would like this resolved. Please give us feedback. Thank you.

  Business response

  02/02/2024

  February 2, 2024
  
  *****************************
  **************************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***************************** and the delivery of the paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier.. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen. We notified the carrier and their manager of the concerns and asked for an immediate correction. This will generate a resolution.
  
  ************************** account has been documented and credited accurately based on the choice made using the automated systems. We do not refund for missed deliveries we extend the expiration date. Currently, we have extended ************************** expiration date from 04/07/24 to 06/21/24 for missed deliveries reported. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  
  

  Customer response

  02/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: they still seem to not have any solutions to their delivery problems to pre paying customers!! They can extend my time of contract,but if they still do not delivery my news paper ,what good is it , they have NO problem deliveing  the paper to the store less than a mile from me but can not full fill their obligation to deliver OUR paper !!!!
  
  Sincerely,
  
  *****************************

  Business response

  02/05/2024

  February 5, 2024
  
  *****************************
  **************************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  
  Please accept this as confirmation we have received a rejection letter from your offices regarding ***************************** and the delivery of the paper. We responded to the complaint on 02/02/24. The Distribution Manager has been contacted and the delivery issues are being addressed. 
  
  ************************** account has been documented and credited accurately based on the choice made using the automated systems. We would encourage ********************** to continue to report all missed papers he can contact us at ************.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer response

  02/13/2024

   
  Complaint: ********
  
  I am rejecting this response because:     After 4 weeks of not receiving the paper , we started to receive it for three days (  thrown in our drive way and not in their box ) and now it has been  ( 5 ) days again that we have not received it  !!!!!!!!     This is now my question.  If the ********* telegram is trying to rid their route house customers ,THEY should tell us directely and put an end to this ridiculeous routine of us having to call the office daily  complaining about not getting the paper > If their goal is to stop home deliverly , then TELL us and immediately refund our money that we have in good faith PAID .     P.S  It, a shame that a once great paper has fallen and degrated so much in service and substance !!!!

           ***** and ***************************;   **************************************************;

   

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

  Business response

  02/14/2024

  February 14, 2024
  
  *****************************
  **************************************************************
  Daytime Phone: **************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received the rejection letter from your offices regarding ***************************** and the delivery of the ********* Telegram & Gazette. We apologize for any frustration this may have caused. 
  
  Unfortunately, there have been numerous issues with carriers including but not limited to transportation, medical and weather related delivery problems. Our teams are working diligently get these issues resolved as soon as possible. 
  
  ************************** account has been documented and credited accurately based on the choice made using the automated systems. We notified the Distribution Manager of the concerns and asked for an immediate correction. We appreciate patience and understanding as we work to provide ********************** with ******************. 
  
  We appreciate the opportunity to address these concerns.
  
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is for my 91 yr old mother for infrequent delivery of the telegram newspaper.She is a subscriber for 7 days a week delivery. Her name is *************************, and her account number is **********, The problem is that she has received two newspapers in the past 60 days. She has put in on the automated phone system that she has not received the paper starting May 18th. She did that until approximately the end of May, but no papers were delivered. Prior to May 18th she was receiving the paper regularly for months. Approximately at the end of May my brother in law wrote an email explaining the situation. The response from the Telegram was: No Response. A few days later my sister contacted the telegram through its "ask an agent" message system. She was told the paper would be there the next day. Result: Nothing. Another two weeks went by and my mom gave up calling everyday on the phone to push buttons saying the the paper was not delivered. I then was able to sign on to her account with my email and began putting in that she has not received the paper. The automated response is that they are sorry to hear that, and are working to correct the problem. That has gone on for 38 of the past 58 days. The account has been credited with the 38 days I put it it, but she has lost 20 days of credit when she gave up putting it in by phone. On June 15th I contacted "ask an agent" thru their messaging system and the message was answered by "***" she told me that the managers were working with the carriers and the paper would be delivered tomorrow. Result: Nothing. No paper. I messaged ask an agent again the next day June 16th, and the message was answered by "*****" he said "he would personally look into it" Result: my mom did get one paper six days later on the 22nd of June. Next I contacted ask on agent on the 28th of June an "*****" answered the message. He said he would escalate my complaint to the district manager. Result: Nothing. July 9 a paper. Then nothing.

  Business response

  07/25/2023

  July 25, 2023
  *******************************
  c/o *************************
  ***********************************************************************
  Daytime Phone: **************
  E-mail: ***********************
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of his mother's paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Mrs. ********* account has been documented and credited accurately based on the choice they made using the automated systems. I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  07/28/2023

  I received the response to the BBB from the Telegram, which is listed below, and it sounds reasonable, but before I accepted that as resolved I thought I would wait to see the results. Below is a copy of the answer from the Telegram.

  From the Telegram:

  I notified their carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 

   

  From me:

  The result is zero papers delivered  since July 24th when the complaint was addressed to the BBB by the Telegram. So 4 or 5 days still no paper being delivered. If their response is true that is there will be an "immediate correction", then why is the paper still not being delivered.

  Please readdress this with the Telegram, and it would be nice if they could address the question: Why if you told the BBB that their answer should generate a resolution. The paper is still not being delivered.

  Thank you 

   

  Customer response

  07/28/2023

   
  Complaint: 20328708
  
  

  I received the response to the BBB from the Telegram, which is listed below, and it sounds reasonable, but before I accepted that as resolved I thought I would wait to see the results.

   

  The result is zero papers delivered  since July 24th when the complaint was addressed to the BBB by the Telegram. So 4 or 5 days still no paper being delivered. If their response is true that is there will be an "immediate correction", then why is the paper still not being delivered.

  Please readdress this with the Telegram, and it would be nice if they could address the question: Why if you told the BBB that their answer should generate a resolution. The paper is still not being delivered.

  Thank you 

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

  Business response

  08/08/2023

  August 8, 2023
  
  *******************************
  c/o *************************
  ***********************************************************************
  Daytime Phone: **************
  E-mail: ***********************
  
  Complaint #******** 
  
  We continue to escalate ************************ concerns. Our senior members of management are working diligently to correct the ongoing issues. We have another option available, an eNewspaper subscription; this is the online version of the paper displayed as an exact replica of the printed version. ******************** is familiar with this as he has a Cape Cod online account. 
  
  We continue to work with our delivery teams in resolving this matter. 
  
  Thank you.

  Business response

  08/08/2023

  August 8, 2023
  
  *******************************
  c/o *************************
  39 *****************
  *********, ** 01605
  Daytime Phone: **************
  E-mail: ***********************
  
  Complaint #******** 
  
  We continue to escalate ************************ concerns. Our senior members of management are working diligently to correct the ongoing issues. We have another option available, an eNewspaper subscription; this is the online version of the paper displayed as an exact replica of the printed version. ******************** is familiar with this as he has a Cape Cod online account. 
  
  We continue to work with our delivery teams in resolving this matter. 
  
  Thank you.

  Customer response

  08/10/2023

  More I'm responding to the answer from the Telegram. First let me apologize for how long this response is but I wanted to cover all the bases as I see them. I can't  really reject the response from the Telegram because it sounds reasonable, that is that they are working to correct the problem, but I cannot really accept it either because I'm skeptical of it. So I'm using the additional information tab to enter my response rather than the accept or reject tabs.
  Part of their reply is:
  "We continue to escalate ************************ concerns. Our senior members of management are working diligently to correct the ongoing issues"
  I'm skeptical of that response because
  each day for approximately 60 of the last 62 days I have put in on their automated system that the paper has not been delivered. *he automated response from the Telegram when I do that is:
  "We are sorry to hear about your recent service issue. We have notified the carrier and are working to correct it"
  My response to that is: Is that statement true?
  *hey notified the carrier 60 of the past 62 days that the delivery was not made. Really? Humm... What did the carrier say.
  
  I'm skeptical of the latest response because prior to writing the Better business bureau an email was sent to the *&G explaining the missed deliveries by my brother in law.
  But there was no response from the *&G.
  
  I'm skeptical because the Telegrams "ask an agent" was contacted  four times. Once by my sister and three times by myself. *he answers from the *&G agents were: "*he paper will be there tomorrow." Was that true? No papers were delivered. *hat happened twice. *he third time the response was "I'll personally look into it" and the fourth time "I'll escalate this to the district manager" Does that sound similar to the latest response?
  If my math is correct  there were 2 papers delivered in the past 81 days from May 18th until August 9th.
  *hat's two papers delivered in the past 81 days.
  
  I'm skeptical because the response to the BBB for the first complaint was:
  "I notified their carrier and their manager of his concerns and asked for an immediate correction. *his will generate a resolution
  
  My response to that is: Is that statement true? *hey notified the carrier? Interesting. What did the carrier have to say. What about the manager that  was notified what did they do? Immediate correction? No paper was delivered. *he fact is that no papers
  have been delivered since July 25th when they sent that reply.
  
  Yes I'm skeptical.
  
  As far as looking at a digital online version of the paper....*his paper is for my mother. She is 91 yrs old and would like the physical print edition that she has already paid for. As for me the *&G response says I already have an online account on Cape cod. However that is incorrect. Perhaps someone with a name similar to mine has an account, but that is not me. I have no online account with the ********************** on Cape cod or anywhere else.
  
  How can the BBB help? Well I was not sure so I looked up the BBB on the Internet.
  Part of what I read is: *hey rate businesses based on their reliability and performance, and facilitating the resolution of consumer complaints.
  
  I submit to you that the Telegram and Gazette in this delivery issue has not been
  reliable, because I had to notify them 60 times out of the past 62 days
  that the paper has not been delivered. *heir  actual delivery performance has been abysmal, because only two papers have been delivered in the past 81 days. *he resolution of this consumer complaint is simple: Deliver the paper. 
  
  I submit to you the BBB that this kind of delivery service is not an A+ rating which is what the BBB web site shows for the *&G.
  
  I have a simple solution to the delivery issue. First I'll copy some of the * & G's response to the first complaint. It was:
  "More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed"
  
  Great! *here is the answer to the delivery problem. *hat is: "Members of management deliver the route to ensure delivery is executed" *heir words, not mine.
  Excellent. *heir response to the second 
  complaint to the BBB was:
  "Our senior members of management are working diligently to correct the ongoing issues", Great, sounds good. I guess that means that the senior members of management are going to put the papers in their vehicle and deliver it.  Because we already know that "members of management deliver the route to ensure delivery is executed". *heir words. And they have an A+ BBB rating. Skeptical? How can I be. *hey are telling the truth aren't they?
  I'm sure my mom will look forward to seeing the  paper delivered. 
  
  Just a note. *his complaint is not against the * & G paper itself. I'm sure it has a lot of good people working hard there to produce a good paper. It is simply a request to get the paper already paid for delivered as it is supposed to be. *hat's reasonable isn't it.
  
  ...

  Customer response

  08/11/2023

   
  Complaint: 20328708
  
  I am rejecting this response because:

  Date Sent: 8/10/2023 9:47:03 AM
  More I'm responding to the answer from the Telegram. First let me apologize for how long this response is but I wanted to cover all the bases as I see them. I can't  really reject the response from the Telegram because it sounds reasonable, that is that they are working to correct the problem, but I cannot really accept it either because I'm skeptical of it. So I'm using the additional information tab to enter my response rather than the accept or reject tabs.
  Part of their reply is:
  "We continue to escalate ************************ concerns. Our senior members of management are working diligently to correct the ongoing issues"
  I'm skeptical of that response because
  each day for approximately 60 of the last 62 days I have put in on their automated system that the paper has not been delivered. *he automated response from the Telegram when I do that is:
  "We are sorry to hear about your recent service issue. We have notified the carrier and are working to correct it"
  My response to that is: Is that statement true?
  *hey notified the carrier 60 of the past 62 days that the delivery was not made. Really? Humm... What did the carrier say.
  
  I'm skeptical of the latest response because prior to writing the Better business bureau an email was sent to the *&G explaining the missed deliveries by my brother in law.
  But there was no response from the *&G.
  
  I'm skeptical because the Telegrams "ask an agent" was contacted  four times. Once by my sister and three times by myself. *he answers from the *&G agents were: "*he paper will be there tomorrow." Was that true? No papers were delivered. *hat happened twice. *he third time the response was "I'll personally look into it" and the fourth time "I'll escalate this to the district manager" Does that sound similar to the latest response?
  If my math is correct  there were 2 papers delivered in the past 81 days from May 18th until August 9th.
  *hat's two papers delivered in the past 81 days.
  
  I'm skeptical because the response to the BBB for the first complaint was:
  "I notified their carrier and their manager of his concerns and asked for an immediate correction. *his will generate a resolution
  
  My response to that is: Is that statement true? *hey notified the carrier? Interesting. What did the carrier have to say. What about the manager that  was notified what did they do? Immediate correction? No paper was delivered. *he fact is that no papers
  have been delivered since July 25th when they sent that reply.
  
  Yes I'm skeptical.
  
  As far as looking at a digital online version of the paper....*his paper is for my mother. She is 91 yrs old and would like the physical print edition that she has already paid for. As for me the *&G response says I already have an online account on Cape cod. However that is incorrect. Perhaps someone with a name similar to mine has an account, but that is not me. I have no online account with the ********************** on Cape cod or anywhere else.
  
  How can the BBB help? Well I was not sure so I looked up the BBB on the Internet.
  Part of what I read is: *hey rate businesses based on their reliability and performance, and facilitating the resolution of consumer complaints.
  
  I submit to you that the Telegram and Gazette in this delivery issue has not been
  reliable, because I had to notify them 60 times out of the past 62 days
  that the paper has not been delivered. *heir  actual delivery performance has been abysmal, because only two papers have been delivered in the past 81 days. *he resolution of this consumer complaint is simple: Deliver the paper. 
  
  I submit to you the BBB that this kind of delivery service is not an A+ rating which is what the BBB web site shows for the *&G.
  
  I have a simple solution to the delivery issue. First I'll copy some of the * & G's response to the first complaint. It was:
  "More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed"
  
  Great! *here is the answer to the delivery problem. *hat is: "Members of management deliver the route to ensure delivery is executed" *heir words, not mine.
  Excellent. *heir response to the second 
  complaint to the BBB was:
  "Our senior members of management are working diligently to correct the ongoing issues", Great, sounds good. I guess that means that the senior members of management are going to put the papers in their vehicle and deliver it.  Because we already know that "members of management deliver the route to ensure delivery is executed". *heir words. And they have an A+ BBB rating. Skeptical? How can I be. *hey are telling the truth aren't they?
  I'm sure my mom will look forward to seeing the  paper delivered. 
  
  Just a note. *his complaint is not against the * & G paper itself. I'm sure it has a lot of good people working hard there to produce a good paper. It is simply a request to get the paper already paid for delivered as it is supposed to be. *hat's reasonable isn't it.
  
  Sincerely,
  
  *******************************

  Business response

  08/23/2023

  Hello, we are asking for visual proof from the carrier for the next several days. We will construct a reply once we receive this. Thank you. 

  Business response

  08/24/2023

  Date Sent: 8/23/2023 9:56:25 AM
  Hello, we are asking for visual proof from the carrier for the next several days. We will construct a reply once we receive this. Thank you. 

  Customer response

  08/28/2023

  The paper was delivered Thursday August 24th, and has been delivered for 5 straight days including this past Sunday, so at this point I would say *** complaint is resolved. Thank you.

  Customer response

  08/28/2023

   
  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.

  The paper was delivered Thursday August 24th, and has been delivered for 5 straight days including this past Sunday, so at this point I would say *** complaint is resolved. Thank you.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year-long subscription has been paid for and there have been 6 missing papers in May (5/18, 5/19, 5/22, 5/23, 5/30, 5/31), 4 missing papers in June (6/23, 6/24, 6/28, 6/30), and 5 missing papers in July (7/8, 7/10, 7/11, 7/12, 7/13)> I have contacted the newspaper and was only able to get a hold of someone once. These dates represent those times I did not get a paper at all.

  Business response

  07/25/2023

  July 25, 2023
  *****************************
  4 ********** Apt 2
  *********, ** 01606
  Daytime Phone: ************
  E-mail: *********************
   
  Complaint #********
   
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of her paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. There are no local numbers available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
   
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
   
  Ms. ********* account has been documented and credited accurately based on the choice she made using the automated systems. I notified her carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
   
  We appreciate the opportunity to address these concerns.
   
  Thank you,
  Subscription Management Specialist 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I do not subscribe to the Sunday Telegram but yet for the past 6 months I keep receiving a paper every Sunday. I have called every week and sent emails to the delivery managerI have never received a call back only a few responses by email that they were taking care of this issue but yet nothing has been done. I DO NOT WANT THE SUNDAY PAPER!!! This is a problem cause when I am not home the paper sits on my front lawn or steps and also it problem belongs to someone who does subscribePlease Help!!!

  Business response

  06/30/2023

  June 30, 2023
  ***************************
  76 *******
  *********, ** 01606
  Daytime Phone: **************
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the unwanted delivery of the Sunday edition. We apologize for any frustration this has caused. Based on her address we have reason to believe she is receiving her neighbor's paper at times. We have notified their carrier and manager to alert them to ************************ concern. This will generate a resolution. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you. 
  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This newspaper is horrible. So many people have complained. They just don't care. s They refused to credit my Mom after almost ***7 weeks *** of missed papers. Then they had the nerve to send her a bill. AND no guarantee of future delivery due to a shortage in drivers. We can all understand the occasional missed delivery but 7 weeks with NO paper and a refusal to credit their admitted non performance.... I spent hours on the phone 10-15 calls with promises from everyone to send her a reimbursement check because they stated they failed to deliver. Nothing ever came to her. They hope that you will give up. This was so wrong and handled incorrectly at every turn. There were many other customers who have experienced the same type of "service". Mom passed before this was resolved and this issue irritated the h*** out of her for well over 5 months. She missed her crossword puzzles and reading the news instead of watching TV all the time. Pathetic experience. I would never recommend them to anyone - especially the elderly. Unreliable, dishonest and hungry for money. They must have really needed Mom's $300.00. I'm not alone-read other reviews & comments. They will respond with promises to refund and then never follow through.

  Customer response

  04/14/2023

  This issue happened to my Mom who is now deceased.  They owe her @$300.00. Kind of late now.  It's the principle.  How many people have to file com[plaints against this news paper.  There are hundreds if not thousands of people with valid issues.  AND, a lot of the elderly are involved in the complaints.  It's shameful.  Why is the BBB and the State allowing this?  If they were to look into my Mom's account, they would see records of many calls from me trying to resolve the issue and get her funds returned.  They just don't care.  Admitted they were wrong and made promises.  Then billed her!  She was so irritated by them and so was I.  Her name is *********************************** and she was on **************** in *********.  I they were to refund my Mom's estate, I would donate the funds to charity.  However, they will make promises and do nothing.  I would love to be shocked... 

  Business response

  05/02/2023

  May 2, 2023
  
  *****************************
  25 *********************
  ******, ** 01740
  Daytime Phone:**************
  E-mail: **********************
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ******** complaint regarding her mothers account. We ask that he include her information in his reply, and we will be happy to assist him with her concerns.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist
  
  
  
  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scribed to have the Sunday paper delivered every week but I have not received it and when I call them to tell them I my paper hasn't been delivered I am told that they will take care of it but I still have not received my paper but twice in six weeks I would like to have this taking care of and start to have the paper delivered every Sunday like I am paying for I shouldn't have to call them every Sunday and complain to them just to have them tell me the same thing that they will talk to their delivery department and to their delivery driver to see why I haven't received my paper please help me with this I am getting tired of this every week

  Business response

  03/09/2023

  March 9, 2023
  ***********************
  * *********** *** *
  ************, ** *****
  Daytime Phone: **************
  E-mail: ************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. No local numbers are available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  ****************** account has been documented and credited accurately based on his choice using the automated systems. I notified his carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stopped receiving the paper on December 31st, 2022. Have called 20-plus times every time they say they will fix it and get us the paper. Not once did we see a paper or hear from anyone. 2 Weeks ago they debited my checking account for monthly fees. I still never got a newspaper. So now they are taking money for not delivering. Their customer service is scripted and does nothing. I have contacted the attorney general's office of ** and they say there are numerous complaints. Please get someone to help, at least stop invoicing me for nothing.

  Business response

  03/08/2023

  March 8th, 2023
  *******************
  *** ****************************************************
  ************* ** *****
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and the delivery of his paper. We apologize for any frustration this may have caused. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  The last complaint lodged against *************************** carrier was on 2/21/2023. 
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen. 
  
  **************** account has been documented and credited accurately based on the choice he made using the automated systems. I notified ************** carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were called with an offer to receive 7 day a week delivery of Worcester Telegram. Delivery was ok at first and we sent a check on 9/8/22 for $165.00 to pay for the year. Delivery began to be sporatic so I emailed in Oct. and was told they would look into it. Starting in November I began to note the missed dayssome days were missed and then we got two the next day. One Wednesday it was missed and I got two on Thursdayboth were Thursday papers! My Thanksgiving day paper was received on Wednesdaythe day before! We had 8 missed days in Nov. , 10 missed days in December, 7 days in Jan. ***** are only the ones I have trackedthere are more untracked ones! Now in February we have missed 21 papersin other words have received 0 papers! I have emailed 10/26/22, 11/25/22, 12/11/22 1/26/23, 2/2:23, 2/8/23. My responses have been we will look into it, we will speak to delivery department as we have meetings to discuss complaints. One rep said she would talk to her supervisor and when she came back to the phone the supervisor had said she had no suggestions but the phone rep said she would look into it when her shift ended! Nothing has happened yet. I was also told several times that they would refund me for the missed papers. Nothing yet. We have called last week and this week and have gotten no satisfactionthey thank me for my patience and they will look into it!!! I have asked three times for a refund of my $165.00 with no response. Im at my ***** end and dont know where to go from here.

  Business response

  03/09/2023

  March 9, 2023
  *******************
  *********************************************** 01522
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. No local numbers are available for customer service-related issues such as missed deliveries. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issue. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that |missed deliveries are reported as they happen.  
  
  **************** account has been documented and credited accurately based on his choice using the automated systems. The only dates he reported a missed delivery since making his payment in September are 10/27/22, 2/1, 2/2 and 2/20/23. We do not credit for missed deliveries not reported to customer service using one of the many methods provided to do so.  I notified **************** carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  All subscriptions are nonrefundable therefore ************** will not receive a refund. If he chooses to terminate his subscription it will stop on the current paid-through date. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  

  Customer response

  03/09/2023

   
  Complaint: 19442589
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  03/10/2023

  The reason for rejection is due to the fact that they say there were three reports of missed delivery. I have been contacting since October about sporadic deliveries with no satisfaction. I complained on 10/27/22, 12/11/22,1/26/23,2/4/23,2/8/23,2/16/23,2/20/23 and 2 phone calls in February and March. I was always told the same thingwe will look into it we will refund missed papers, thank you for your patience none of this ever got taken care of. Bottom line is we paid for the year on Sept 8 with a check for $165.00 and have had 74 missed deliveries since Nov. (8 in Nov, 10 in Dec, 7 in Janonly kept track half of Jan, 28 in Feb, 9 in March)Frustrating is an understatement and Ive been more than patient. So my rejection is due to paying for a subscription and missing 74 deliveries. Update today is I received two papers  in my driveway this a.m3/9 and 3/10 paper. My question now is how do they plan on dealing with the 73 papers I paid for and didnt get and will I continue to receive delivery after today?

  Business response

  03/30/2023

  March 30, 2023
  *******************
  *********************************************** 01522
  Daytime Phone: **************
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received ****************** rejection. As we previously mentioned, *** ***** received credits to his account for missed deliveries using the *** and bulk credits that agents applied during phone calls. There will not be any additional credit given to him and a refund will not be processed. On 3/23/2023, one of our specialists escalated his concerns to the District Manager of his area and there have not been any missed delivery complaints lodged against his carrier since this date. ************** will not receive any bulk credit going forward, if he experiences a mixed delivery he must use our automated system online or by phone to report and should choose the credit option. Multiple complaints are escalated automatically to the manager and their carrier. 
  
  In the event of a missed delivery, ************** can view the exact replica online; access to the eNewspaper is available to all active subscribers. 
  
  Thank you.
  

  Customer response

  03/30/2023

   
  Complaint: 19442589
  
  I am rejecting this response because:
  Their email tone is upsetting. We have been fighting this since Sept. 2022. We have now missed over 100 papers from our subscription and they make it sound like we are trying to rip them off by getting undeserved papers. Yes they gave us 15 + 13 bulk creditswhat ever that means, and where exactly does that show up and what is it? These  28 bulk credits seem like punishment for not reporting our 100 missed papers in the proper way. We thought perhaps somebody listened because while we hadnt received a paper since January 22, we did have a delivery on 3/10nothing on 3/11delivery on 3/12nothing until 3/28!nothing on 3/29delivery on 3/30. So as you can see nothing about this is right. Not confident it will ever be straight and Im real tired of trying to deal with them 

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My elderly mother has a subscription with the Telegram and Gazette and we have only had about 5 papers delivered to the house since the beginning of the year. Customer service offers insincere concern and promises of a delivery but nothing. I have to go out and buy the paper. They have promised to credit the account but i doubt their honesty. It is a breach of a contract that includes delivery of a daily paper.

  Business response

  02/08/2023

  February 8, 2023
  *******************************
  14 ********************
  *********, ** 01602
  Daytime Phone: **************
  E-mail: ***************/
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******************** and the delivery of his paper. We apologize for any frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent. Essentially, they both add the same complaints to an account. Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices, automatic payments or online.  
  
  The only explanation customer service receives regarding delayed delivery is in the event of a carrier, production, editorial, or weather issues. This affects an entire route, and the notice is displayed online and when calling the customer service number. More than not, missed deliveries are due to human error and/or the loss of a carrier. In the event, a route is without a carrier, substitute carriers and members of management deliver the route to ensure delivery is executed. Our delivery team does not accept calls, nor do they reach out to subscribers; their working hours fall within a time that is not acceptable to contact any subscriber. Carriers are held accountable when the proper complaints are placed on accounts. This is the reason it is important that missed deliveries are reported as they happen.  
  
  Mr. ********* account has been documented and credited accurately based on the choice he made using the automated systems. I have notified Mr. ********* carrier and their manager of his concerns and asked for an immediate correction. This will generate a resolution.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist 
  
  

*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. ↩