ComplaintsforTelegram & Gazette

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a new subscription on 6/18 for $1 a month for 6 months. Print paper Sunday only. It has been a month with no paper. I have been told my account has been credited and they are working on the issue. I received an email today after I told them to cancel and refund my money, that they could not issue a refund by email, I must call. They told me it would be 14 to 30 BUSINESS days before I see the refund. They were paid up front for services that were not, nor does it appear to ever have any intention of being rendered. I want an immediate refund since my action was requested over 30 days ago. I have been unable to speak with a Supervisor to get this issue expedited.

  Business response

  07/27/2022

  July 27TH 2022
  *********************************
  55 *************** Apt 1
  *********, ** 01605
  Daytime Phone: ************** 
  E-mail: *************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ********************** and her refund issues. All mailed refunds take up to 45 days to fully process and receive via ***** Currently, there is not a way to expedite this process. Based on Ms. ********** account, $0.80 remains and will not be refunded. She is free to continue her delivery through the expiration date. For more information regarding refunds, please visit aboutyoursubscription.telegram.com. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  

  Customer response

  07/28/2022

   
  Complaint: 17583908
  
  I am rejecting this response because this is not an acceptable amount of time.  Eighty cents takes 45 days?  A million dollars I could understand. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 07,2022 I ordered newspaper delivery for 7 days a week from the Telegram and Gazette. I waited until June 16, 2022 to call the telegram and gazette to notify them I still have not received delivery. I was assured it would be delivered to the home address starting 07/05/22. On 07/06,22 I called again to notify there was still no newspaper delivery and told they were investigating the problem and again assured me the issue would be resolved within 1 week. I called again on 07/13/22 and was told they are still investigating. I asked to have the subscription cancelled since they now have charged me for 2 months of delivery I did not receive. Through all of this I was told that a manager would call me back however I never received this call.

  Business response

  07/21/2022

  July 20TH 2022
  *********************************
  16 ***********
  ********, ** 01462
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ************************** and her delivery issues. I apologize for the frustrations and I am happy to assist him in this matter. 
  
  Due to the lack of daily delivery complaints, ************************** will not receive any additional credits to her account. ************************** subscribed to our seven-day delivery, in doing so if she was missed daily, a complaint needed to be lodged against her carrier. This ensures that she receives proper credit and that her carrier is held accountable. 
  
  A refund in the amount of $12.62 has been processed today and she will receive it within 10 business days back to her credit card. 
  
  Please note, that the subscription does not match the first name or address listed within the complaint. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  
  
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have subscribed with to the Telegram for home delivery for several years. The service has been good except lately. In December 2021, there would be missed days. I figured they were just having difficulties with the carrier and theyd correct it. Continued into January 2022 until it stopped completely. I dont have the exact date it stopped. I was on auto-pay and billed $320 on February 2, 2022. Made contact several times via chat and email always with were working on it and appreciate your patience, yada yada yada. Still no delivery. Billed $356 on May 13, 2022; more contact with same type response. Reported to higher, talked to district manager (June 8, 2022), still nothing. Filled a disputed charge with credit card (USAA). On June 27, 2022 another attempted charge of $320 which was declined due to the filed dispute. Another chat with Telegram which is attached.

  Business response

  06/28/2022

  June 28TH 2022 
  
  ***********************
  220 **********
  **********, ** 01453
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and his delivery issues. We apologize for the frustration this has caused. Based on his account there are not daily complaints that would justify a full refund. When he does report a missed delivery, his account is credited and his expiration date is extended one day. This is why it is very important to lodge these complaints as they happen. His most recent payment of $323.50 has been paid him through 9/18/2022. 
  
  I have notified his carrier and their manager of his concerns and asked for an immediate resolution. For more details about refunds and subscriptions please visit aboutyoursubscription.telegram.com.  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  

  Customer response

  06/28/2022

   
  Complaint: 17487578
  
  I am rejecting this response because: it is obvious now that the Telegram didn't have home delivery available during the period in question and all they had to do was say so.  They are saying I have to contact them daily with a complaint of non-delivery.  Why hadn't they informed me that they didn't have home delivery?  Surely they were aware of the situation considering the number of times I contacted them regarding the problem.  Extending the subscription might have been acceptable if in fact they had the service.  Enough of they're false statements. So much for them being a reputable business.

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

  Customer response

  07/06/2022

   
  
  

  Complaint: 17487578
  
  I am rejecting this response because: it is obvious now that the Telegram didn't have home delivery available during the period in question and all they had to do was say so.  They are saying I have to contact them daily with a complaint of non-delivery.  Why hadn't they informed me that they didn't have home delivery?  Surely they were aware of the situation considering the number of times I contacted them regarding the problem.  Extending the subscription might have been acceptable if in fact they had the service.  Enough of they're false statements. So much for them being a reputable business.

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

  Customer response

  07/06/2022

   
  

  Complaint: 17487578
  
  I am rejecting this response because: it is obvious now that the Telegram didn't have home delivery available during the period in question and all they had to do was say so.  They are saying I have to contact them daily with a complaint of non-delivery.  Why hadn't they informed me that they didn't have home delivery?  Surely they were aware of the situation considering the number of times I contacted them regarding the problem.  Extending the subscription might have been acceptable if in fact they had the service.  Enough of they're false statements. So much for them being a reputable business.

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

  Customer response

  07/15/2022

   
  

  Complaint: 17487578
  
  I am rejecting this response because: it is obvious now that the Telegram didn't have home delivery available during the period in question and all they had to do was say so.  They are saying I have to contact them daily with a complaint of non-delivery.  Why hadn't they informed me that they didn't have home delivery?  Surely they were aware of the situation considering the number of times I contacted them regarding the problem.  Extending the subscription might have been acceptable if in fact they had the service.  Enough of they're false statements. So much for them being a reputable business.

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

• Initial Complaint

  06/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had previously filed complaint # ******** which stated as follows:I have paid for delivery of the newspaper from the Worcester Telegram and Gazette for 7 days a week through the end of December 2022. I have not received a newspaper delivery for Monday April 4, 2022 through Friday April 8, 2022 for a total of 5 missing newspaper deliveries. I have filed complaints via e-mail, automated phone system , and customer service chat each day the newspaper was not delivered and was told customer service would reach out to the delivery people for an immediate resolution so my papers would get delivered. I have not heard back as to the solution for resumption of newspaper deliveries and have the papers have not been delivered for 5 days in a row now. I have tried but cannot find a way to talk to anyone in person. This was satisfactorily resolved with credits for missing newspaper deliveries and resumption of delivery. Now I am experiencing the same problem again as described below:My name is *****************************. My address is ******************************************************************. I have not received the delivery of my daily newspaper for the past six mornings ( Wednesday June 1st , Thursday June 2nd ,Friday June 3rd, Saturday June 4th, Sunday June 5th, and Monday June 6th). A few weeks ago, we were not receiving our newspapers for 2-3 weeks. While that issue was corrected and newspaper deliveries resumed, it is very upsetting and frustrating to now experience six days in a row of again not receiving our newspaper delivery. We very much enjoy receiving our daily newspaper and are very upset over the current recurrence of this issue. It also appears that we have not yet been issued any credits on our account from the missing deliveries.Desired Outcome/Settlement Credit for missing deliveries, resumption of newspaper deliveries as soon as possible, and communication from vendor as to how they will prevent this problem from reoccurring in the future.

  Business response

  06/10/2022

  June *************************************** Shemeth 
  6 *********** 
  *******, ** 01562 
  
  Complaint #******** 
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****************** and his delivery issues. We apologize for the frustration this has caused. I have notified his carrier and their manager and asked for an immediate resolution.  
  
  When a missed delivery is lodged on a subscribers account, a credit is applied and the expiration date is extended one day. This will not be reflected in renewal notices or on auto-payments.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  

  Customer response

  06/10/2022

   
  Complaint: 17325676
  
  I am rejecting this response because:

  While I have received the credits and the expiration date was extended, my newspaper delivers still have not resumed. I also have not heard from anyone at the Worcester Telegram and Gazette as to when my newspaper deliveries will resume or what the cause for the interruption was.
  
  Sincerely,
  
  *****************************

  Business response

  06/15/2022

  June 15th, 2022  
  *****************************
  6 ***********
  *******, ** 01562 
  
  Complaint #********
  
  Please accept this as confirmation we have received Mr. ******** rejection. I am sorry to hear the issues have not been resolved. I have emailed senior members of management and requested an immediate resolution for his ongoing concerns. 
  
  Please note, that there has not been an interruption in Mr. ******** subscription, his carrier is not fulfilling their duty. I am not able to guarantee someone from the Telegram & Gazette will reach out to ******************. Most if not all of the Circulation team works third shift hours and we are not aware of their schedules. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  Subscription Management Specialist  
  

  Customer response

  06/16/2022

   
  Better Business Bureau:
  
  The paper delivery has resumed as of Monday of this week. We have received it consistently for four days in a row. We sincerely hope that the consistent deliveries will continue. I would respectfully request that in the future , the Worcester Telegram and Gazette make it easier for customers with repeated delivery issues to be able to be in contact and follow up directly with the personnel who can address and fix their concerns. Being able to speak with an actual  person would go a long way for positive public relations for the Worcester Telegram and Gazette. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After several phone calls trying to resolve a non delivery issue, i cancelled my subscription on 2/3/2022 and was told a refund would be issued in 1-2 weeks. I received a refund 3 weeks later but the amount appeared incorrect as it was roughly 25% of the $208 I had paid for 12 months after roughly 4 months of receiving the paper. I called customer service and was told they would review and get back to me. Never heard anything. Called again and was finally told my subscription was for only 6 months not the 12 as clearly stated on my invoice dated 8/15/2021. I again was told they would review and get back to me but, as before, no one ever did. Several more calls ended they same *** and it was impossible to get past a person I was told was a supervisor. My final contact was an email sent to David Nordman, editor, asking that he give to someone who could at least look at this. This received no action at all even though I sent a copy of my invoice which as I said clearly shows 52 weeks as the term. At this point, I am totally disgusted with any "customer service" with the telegram and would like to either get my correct refund or at least some believable explanation of how a 52 week subscription turned into 26 weeks. Merely telling me my invoice is incorrect is not a viable answer in my opinion.

  Business response

  05/27/2022

  May 26th, 2022
  ******* *******
  * ******** ***
  ********* ** *****
  
  Complaint #******
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ******* and his refund issues. Based on his information he received a refund of what remained on his account at the time of cancellation. Please note, that this is all that he is eligible for.
  
  Mr. ******* received additional renewal notices on 8/30 & 10/11/22 that included the price increase he encountered on 8/18/22. His payment of $234 was applied to his account on 10/21/22 and paid for his delivery from 9/6/22 through 3/7/22.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Heather
  
  Subscription Management Specialist
  Gannett Subscriber Services
  
  

  Customer response

  06/02/2022

  I have reviewed the response from Gannett and find that it is not acceptable.
  To begin, I did not "encounter" a price increase in my original billing. If someone had bothered to review the copy I enclosed this would be obvious. When I received the original billing, I connected to the bill and printed for payment to be made. I issued payment by mail on 9/9/2021.
  Assuming that the dates shown in the response should correctly show a year of 2021 and not 2022, there was no reason for me to open and retrieve additional notices as I already had the necessary copy to make my payment. I also note that the second 'additional invoice' was sent more than a month after my payment went out. A total waste of time. I have no idea where my payment lingered until credited to my account on '10/21/22'.
  I also note that the response list my delivery start date as '9/6/22'. As my invoice also clearly shows, my subscription is expiring and up for renewal on 9/24/2021. I have no idea why my new delivery period is staring some 18 days before my prior subscription expires. This is the first time I have seen this date. Another case of changing the rules or the old 'bait and switch'?
  I only wish that I had received a REAL notice of this 100% price increase as I would not have bothered to renew and would not be dealing with this situation. It is truly unfortunate that after being a subscriber for over 50 years and a reader for longer than that to see the quality of both the paper and the company fail so badly
  

  Business response

  06/08/2022

  June 7th, 2022  
  ******* ******* 
  * ******** ***
  ********, ** *****
  
  Complaint #****** 
  
  Please accept this as confirmation we have received Mr. *******’s rejection. I understand the frustration this has caused, however, our original response stands.  
  
  There will not be an additional refund provided.  
  
  We appreciate the opportunity to address these concerns.  
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  

  Customer response

  06/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have clearly shown business that bill I paid showed a term of 'up to 52 weeks' for the sum of $208.00. Business response was term was 26 weeks, supposedly shown in 2 subsequent billings that IF I ever received I did not open as I already had a copy of my bill. Based on their dates one of these billings arrived long after I had already issued payment. To date, I have never seen these bills and question if they ever existed. If they did send these, I believe the onus was on the business to clearly identify that these were revised billings DUE TO AN ERROR on the businesses part on the initial billing. Again, this is apparently not the case here as I only learned of the change in my term when I cancelled the subscription. 

  As I stated in my original complaint, this 'bait and switch' tactic is not an acceptable reply and will not be a resolution of my complaint. 

   

   

   

   

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

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in contact with the Worcester telegram and gazette at least 10 times over the last 2 months over delivery issues, a refund, online subscription due to lack of delivery, etc. I paid $104 for 3 months delivery. Carrier quit. No delivery. Have been unable to get a refund. Tried to switch to digital subscription. Everything was cancelled by t&g. Called several times to try and get this rectified. I was assured each time that all was straightened out. At this point, I just want my money and will ever subscribe to this newspaper again. Please help. They have my money. I have list my patience. It would also be nice to talk to someone who speaks English.

  Business response

  05/23/2022

  May 23rd, 2022
  ****** *****
  ** ****** **
  *** *
  N Brookfield, MA 01535
  
  Complaint #******
  
  Please accept this as confirmation we have received a complaint from your offices regarding Ms. ***** and her refund issues. We are sorry we were not able to correct her home delivery problems. Her account was successfully changed to the electronic version of the paper and an interruption of services did not happen.
  
  We typically do not refund any account until the expiration date; as a courtesy, her refund was requested on 5/17/22; this did not serve as a guarantee. I have completed the refund process and Ms. ***** will receive a refund of $73.69 to her credit card within 7-10 business days. Please note, that this is the amount that remained when she canceled services.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Heather
  
  Subscription Management Specialist
  Gannett Subscriber Services
  
  

  Customer response

  05/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still do not have access and have not had access to the electronic version of the Worcester Telegram and Gazette

  Business response

  05/23/2022

  May 23rd, 2022
  ****** *****
  ** ****** **
  *** *
  * *********** ** *****
  
  Complaint #******
  
  Please accept this as confirmatio* we have received a complaint from your offices regarding Ms. ***** and her refund issues. We are sorry we were not able to correct her home delivery problems. Her account was successfully changed to the electronic versio* of the paper and a* interruptio* of services did not happen.
  
  We typically do not refund any account until the expiratio* date; as a courtesy, her refund was reque**ed o* 5/17/22; this did not serve as a guarantee. I have completed the refund process and Ms. ***** will receive a refund of $73.69 to her credit card withi* 7-10 business days. Please note, that this is the amount that remained whe* she canceled services.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  Heather
  
  Subscriptio* Management Speciali**
  Gannett Subscriber Services
  
  

  Customer response

  05/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still do not have access and have not had access to the electronic version of the Worcester Telegram and Gazette

  Business response

  06/08/2022

  June 7th, 2022
  ****** *****
  ** ****** **
  Apt 1
  N Brookfield, MA 01535 
  
  Complaint #261105/17312813
  
  Please note, that there is no information included in the rebuttal shown in the portal. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you,
  
  Heather
  Subscription Management Speciali**  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had home delivery of the newspaper on Thur, Fri, Sat and Sun for many years. As of March 19, 2022 I have not received a paper. I have reported all missing papers and have spoken to representatives several times but I still haven't received any papers. I now have to buy T&G papers at the store even though I've already paid them if I want to read the paper.

  Business response

  05/17/2022

  May 16th, 2022
  *****************************
  232 **************************************************
  
  Complaint #******
  
  Please accept this as confirmation we have received ************************ complaint regarding her delivery issues. We apologize for the frustration this has caused. I have let her carrier and their manager know of her concerns. This will generate a resolution. We encourage her to continue using the automated services to report any concerns with her account. This will ensure she is credited accurately and that her account is documented properly.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  
  *******
  
  Subscription Management Specialist
  Gannett ********** Services
  
  

  Customer response

  05/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  this is the same response that I have been receiving the last 3 times I called (last time on May 5th). I did not receive a paper today (Thurs 5/19). if they can't supply the paper than stop giving me credits refund my money for all undelivered papers and end this madness.

  Customer response

  05/20/2022

  5/20 - I received a paper today for the first time in months. let's hope it keeps coming. thank you for your help.

  Customer response

  05/26/2022

  update as of 5/26: the week of 5/16 - received a paper for the first time since March on 5/20. Also received Sat 5/21 paper. Did not receive Sunday 5/22 (reported this to T&G). Week of 5/23. I did not received Thursday 5/26 paper (will report to T&G tomorrow as you can't report it the same day it should be delvered. thanks for following up with me.

  Customer response

  05/27/2022

  update as of 5/26: the week of 5/16 - received a paper for the first time since March on 5/20. Also received Sat 5/21 paper. Did not receive Sunday 5/22 (reported this to T&G). Week of 5/23. I did not received Thursday 5/26 paper (will report to T&G tomorrow as you can't report it the same day it should be delvered.

  Customer response

  05/31/2022

  today is 5/31. I wanted to update you that I still have not received any more papers besides the 2 from before. thanks.

  Business response

  06/08/2022

  June 7th, 2022
  *****************************
  232 *********
  *******, ** 01510 
  
  Complaint #******
  
  Please accept this as confirmation we have received Ms. ********* rejection. I am sorry this has yet to be resolved. I have escalated this to senior members of management requesting an immediate resolution. I have also placed a daily message on her account for her carrier to deliver the paper consistently and as scheduled. This reminder will appear on her carrier's route sheet until 7/30/2022. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you,
  
  *******
  Subscription Management Specialist  

  Customer response

  06/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: I still have not received any papers even since you have told the carrier to deliver the paper.  I am still reporting the missing papers but am not happy with you telling me I will get the paper when nothing happens.  Take some responsibility here.
  Sincerely,
  
  *****************************

  Business response

  06/15/2022

  June 15th, 2022  
  ****** Cellucci 
  232 ********* 
  *******, ** 01510  
   
  Complaint #****** 
  
  Please accept this as confirmation we have received Ms. ********* rejection. We appreciate her continuing to report on her missed deliveries using the automated services. I have again emailed senior members of management asking for an immediate resolution. I understand the frustration and I am committed to seeing this resolved for her. 
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  
  

  Customer response

  06/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: I still have not received any papers.  Your carrier is not listening to you.
  
  Sincerely,
  
  *****************************

  Business response

  08/01/2022

  August 1st, 2022 
  ****** Cellucci  
  232 *********  
  *******, ** 01510   
    
  Complaint #****** 
  
  Please accept this as confirmation we have received Ms. ********* rejection. I have reached out to the head of Circulation and they have advised that the carrier and their manager must send him picture proof the paper has been delivered. This will continue until consistency can be reached.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Heather 
  Subscription Management Specialist  
  
  
  
  
  
  

  Customer response

  08/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I look forward to receiving the paper.
  
  Sincerely,
  
  *****************************

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi *******, I didn't get any papers over the weekend and I did report all missing ones to the T&G.  This is 2 weeks in a row now without Thurs, Sat and Sunday papers.  I did get a Friday paper on 9/2.  thanks, ******

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

  Business response

  09/16/2022

  September 16th, 2022 
  *****************************  
  232 *********  
   
  Complaint #****** 
  
  Please accept this as confirmation we have received Ms. ********* rejection. We apologize for the inconsistent deliveries. I escalated her concerns again and have received photo proof of the paper being delivered to her porch the last two days. We believe this will continue until the carrier can deliver as scheduled.  
  
  As of this reply, Ms. ********* expiration date is 1/5/2023.  
  
  We appreciate the opportunity to address these concerns. 
  
  Thank you, 
  
  Subscription Management Specialist  
  
  
  
  
  

  Customer response

  09/23/2022

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

  Customer response

  07/10/2023

  
  Complaint: ********
  
  I paid the T&G $185.65 for 12 months worth of delivery Thurs - Sun on 1/31/23. I stopped receiving papers on 5/18 and have not received any more since. Missing 32 papers as of today. Have called them twice. Both times they said they would resolve the problem but I am still not getting a paper. The last time I called they reminded me that I can still get the paper online. Well you can get the paper on line for $1 for 60 months. What kind of a bargain is that when I paid $185. Please make them bring me the paper. The store one block from my house has the paper every day so when can I get one? 
  Sincerely,
  
  ****** ********

  Business response

  07/14/2023

  
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ********* most recent complaint regarding her ongoing delivery issues. We are sincerely sorry for the frustration this continues to cause. We have escalated her concerns to the District Manager and senior members of management requesting an immediate resolution. 
  
  Thank you. 

  Business response

  07/14/2023

  
  
  Complaint #********
  
  Please accept this as confirmation we have received Ms. ********* most recent complaint regarding her ongoing delivery issues. We are sincerely sorry for the frustration this continues to cause. We have escalated her concerns to the District Manager and senior members of management requesting an immediate resolution. 
  
  Thank you. 

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is the same response they gave me back on 6/16 and 6/30.  It's time for a different response.  If they no longer have a carrier that will deliver the paper to me ... can I suggest that they deliver an extra paper to the local store near me ... ***** ******* ** ********** ***** and I will pick up the paper from them on Thur, Fri, Sat and Sun.  
  
  Sincerely,
  
  ****** ********

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is the same response they gave me back on 6/16 and 6/30.  It's time for a different response.  If they no longer have a carrier that will deliver the paper to me ... can I suggest that they deliver an extra paper to the local store near me ... ***** ******* ** ********** ***** and I will pick up the paper from them on Thur, Fri, Sat and Sun.  
  
  Sincerely,
  
  ****** ********

  Business response

  07/27/2023

  July 27, 2023
  Debbie Cellucci
  232 Beacon St
  Clinton, MA 01510   
  
  Complaint #********
  
  We continue to escalate Ms. Cellucci's 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. 
  
  We continue to work with our delivery teams in resolving this matter. 
  
  Thank you.
  

  Business response

  07/27/2023

  July 27, 2023
  Debbie Cellucci
  232 Beacon St
  Clinton, MA 01510   
  
  Complaint #********
  
  We continue to escalate Ms. Cellucci's 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. 
  
  We continue to work with our delivery teams in resolving this matter. 
  
  Thank you.
  

  Customer response

  07/28/2023

  I received a paper on Thursday and Friday.  Let's see if it continues. 

  Why would they offer me online paper when that is $1 for 6 months when they took my money of $185 for one year ... had not delivered 40 days worth of papers.  why do that they that is a fair exchange?

   

  Customer response

  07/28/2023

  I received a paper on Thursday and Friday.  Let's see if it continues. 

  Why would they offer me online paper when that is $1 for 6 months when they took my money of $185 for one year ... had not delivered 40 days worth of papers.  why do that they that is a fair exchange?

   

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I received a paper on Thursday and Friday.  Let's see if it continues. 

  Why would they offer me online paper when that is $1 for 6 months when they took my money of $185 for one year ... had not delivered 40 days worth of papers.  why do that they that is a fair exchange?

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

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I received a paper on Thursday and Friday.  Let's see if it continues. 

  Why would they offer me online paper when that is $1 for 6 months when they took my money of $185 for one year ... had not delivered 40 days worth of papers.  why do that they that is a fair exchange?

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

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have not received a newspaper (home delivery) since 1-20-22, even though paying via automatic withdrawal from our checking account. We have made multiple attempts to contact the Telegram & Gazzette by phone and live chats receiving no response as to a resolution.

  Business response

  05/13/2022

  Business Response /* (1000, 5, 2022/05/05) */ May 3rd, 2022 ****** ******************* ** *** ***** *********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding. Ms. ******************* and her delivery issues. We apologize for the frustration this has caused. The last delivery complaint lodged against Ms. *******************'s carrier was on 3/14/22; it is important to report missed deliveries as they happen to accurately credit her account and hold her carrier accountable in a timely manner. We have notified them and their manager of her concerns and requested the paper to be delivered consistently and as scheduled. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business of having to call in everyday to report that we have not received our newspaper is ridiculous. This has been going on for almost 4 months! We have repeatedly left messages on the help line and have never once received a call back. We have visited the Telegram office in Worcester only to find that there is no staff at that office. We asked one of the reporters to reach out on our behalf. He assured us he did however nothing came of that either. We have participated in live chat discussions several times and were repeatedly assured that our problem would be handled with expediency however again, nothing was done. We know that our regular carrier to that date stopped delivering for the Telegram on the first day, January 20, 2022, that we did not receive a newspaper because we spoke to him after we did not receive the paper several days in a row. I am quite certain that if you reach out to the new carrier you will find that they will confirm they never delivered a newspaper to our address. We DO want to receive the newspaper and receive a credit from January 20th to the date delivery begins. In other words, please stop passing *** buck and do something besides offering false promises. ****** ******************* Business Response /* (4000, 9, 2022/05/09) */ May 3rd, 2022 ****** ******************* ** *** ****** *********** ** XXXXX Complaint #XXXXXX We have received Ms. *******************'s rejection and understand her frustration. If she wishes to receive credit for any missed delivery, she will need to report by using the automated services online or via phone. Our customer service department does not have the ability to leave any voicemail or call back number. If this was an option, it was not the correct phone number. Any missed deliveries not reported will not receive a credit. As of this response, Ms. ******************* has not reported a missed delivery, again, this can be completed using the automated services mentioned. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services Consumer Response /* (4200, 11, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as I am concerned there is no resolution to my problem of non-delivery. When we will begin to receive the newspaper? I have called and reported no delivery for the past couple of days. Have you reached out to the carrier who has our route? If not, why not?And if you have, what is their excuse for not delivering our paper? Why was there never a resolution to our problem after participating in several "chat: sessions where I was assured my problem would be looked into. Surely you must have a record of those somewhere. I sincerely would like to have these questions answered, to keep telling me to call in to report a delivery problem does nothing to resolve my situation. It seems like stalling. Business Response /* (4000, 13, 2022/05/10) */ May 10th, 2022 ****** ******************* ** *** ****** *********** ** XXXXX Complaint #XXXXXX We require subscribers to report missed deliveries to not only accurately credit and document their account, but to hold the carrier accountable. Prior to the BBB complaint on 5/4/22, she lodged a complaint two months prior and none leading up to the complaint. From an account standpoint, it appeared she received the paper. We have escalated her concerns to the appropriate people on top of her most recent complaints. Unfortunately, we are not given a reason why someone does not receive a paper unless it is the entire route for reasons such as weather, editorial and/or production. Again, we encourage Ms. ******************* to continue reporting her missed deliveries. All the appropriate steps have been taken to aid in resolving this issue, including additional complaints and emails to the Circulation team. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Worcester Telegram and Gazette has not been delivered to my office for months even though both services on-line and delivery was paid for on my credit card. I have tried to contact them by phone on numerous occasions and spoke with a live chat representative with no results. They continually write that a credit will be issued and the non delivery will be addressed. I ask the on-line chat representative to give me a date and there is no date provided and no delivery after waiting for months. I do not read the newspaper on-line and is of no use to me to have this service. I would like a full refund if they can not provide the delivery service I paid for and they advertise providing on the web site. When you call the contact number you are brought through an automated menu and told to press a number for delivery issues but after that, the call is dropped and never resolved. WTG needs to be upfront if they can no longer provide delivery service and if they can they should stand by their promises! People are paying upfront for them lying to their customers!! Horrible service and really frustrated with the lack of transparency.

  Business response

  05/20/2022

  Business Response /* (1000, 5, 2022/04/29) */ April 28th, 2022 ****** ****** ** * **** ** ********** ** XXXXX-XXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and his delivery issues. We apologize for the frustration this has caused. I have sent his concerns to the Delivery Escalation Team and requested an immediate resolution to his concerns. I have also notified his carrier and their manager of the problem and asked that delivery happens as scheduled, consistently. He is encouraged to continue reporting his missed deliveries as they happen using the automated services. When Mr. ****** lodges a missed delivery on his account, the system will automatically credit or extend his expiration date by one day. As of this reply, his expiration date is 9/18/2022; this date will change when any credit or debit is applied. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  am looking for some help I was overcharged on my subscription for a yearly subscription to the Telegram and Gazette last October of 2022 Since December 9th I have been trying to get a refund of $260 and have been unsuccessful . I have called multiple times spoken many customer service representatives and supervisors. i have been assured the rebate would be made and I would receive a call to inform it had been. As of today, speaking again to customer service, they are working on the rebate, they have the list of the multiple calls I have made but nothing is happening

  Business response

  05/05/2022

  Business Response /* (1000, 6, 2022/04/26) */ April 25th, 2022 **** **** ** ************ ** *********** ** XXXXX Complaint #XXXXXX Please accept this as confirmation we have received a complaint from your offices regarding Mr. **** and his billing concerns. When Mr. **** updated his credit information and enrolled in auto-pay on 10/19, his account was not yet due. On 10/19 his account encountered a price increase; this is the reason for the charge that was both accurate and applied appropriately to his account. Mr. **** called in and had his rate reduced and the money paid extended his expiration date to 4/29/24. We typically do not refund money when the frequency of delivery or rate changes. Mr. ****'s account has remained active, which is why a refund has not been processed. I have placed a refund request on his account in the amount of $260 back to his credit card. This will take 7-10 days to fully process. We appreciate the opportunity to address these concerns. Thank you, Heather Subscription Management Specialist Gannett Subscriber Services

*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. ↩