ComplaintsforStar Tribune Media Company, LLC

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  this is an issue with delivery of our weekly morning paper. this was at first an intermittent problem, but, the last 4 months, the Monday thru Friday delivery (if we got a paper at all) was thrown in the street at the end of the driveway. the Saturday and Sunday papers were delivered to the door step as requested. several complaints were registered over the last 4 months and they said they were sending the complaints to the delivery dispatcher, but nothing has improved. it was explained to them that the older resident is not able to walk to the street to get the paper. i would like to get this resolved before winter weather makes it hard to find the paper after snow and plowing.

  

  Business response

  11/12/2021

  
  November 12, 2021
  
  
  *******************
  ********************************************
  
  Re:          Better Business Bureau of ********* and ************ Complaint ID: ********
                  Star Tribune Acct:  # *******
  
  Dear ************:
  
  I am responding to your complaint to the Better Business Bureau of ********* dated November 11, 2021. We do take your remarks seriously and know that you have contacted the Star Tribune previously concerning Monday - Friday delivery placement concerns.
  
  While we aim to please as many customers as possible with door delivery of our products, it is not always possible.  Most of our print subscribers are seniors, have mobility issues, or other valid reasons to request the paper as close to the door as possible.  Due to changing readership and current employment market realities, we have less people delivering longer routes than ever before.  Delivery staffing levels have been significantly impacted in the wake of the ***** 19 Pandemic.  In the end, we ask our independent distributors to be mindful of their customers delivery preferences but cannot compel them to meet all such requests. I have related your delivery preferences to our agent I have also reminded them that you have a curbside paper tube adjacent your mailbox.
  
  As Winter approaches, you may also wish to consider the electronic version of the Star Tribune. Available in an exact replica of the Star Tribune, the e version of the paper eliminates all the inconvenience posed by weather, and delivery location and is delivered to your e mail box, rain or shine each morning.
  
  We do appreciate your loyal readership and have added 2 weeks of complimentary 7-day service to your account.
  
  
  
  Sincerely,
  
  
  
  
  *************************,
  Senior Customer Advocate
  
  
  CC:  *****************************, Better Business Bureau of ********* and ************
  
  

  Customer response

  11/12/2021

   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.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had my paper delivery on temporary hold until I moved. I restarted my service 3 weeks ago. Still no paper. I've tried to resolve this issue by calling the delivery department. I purchased and applied new 4" numbers to my mailbox because they thought the delivery person may not have found my home.What can be done to receive the paper I have paid and subscribed to?

  

  Business response

  10/20/2021

  
  
  
  
  
  
  *******************
  ********************************************
  
  Re:         Better Business Bureau Complaint No.: 16032600
                  Star Tribune Acct No.: ********
  
  Dear **************:
  
  I am replying to your complaint to the Better Business Bureau regarding the missed start of the home delivery portion of your Digital Access + Sunday home delivery on October 3rd.  I regret the inconvenience caused by multiple calls to customer service.
  
  I have contacted our distribution agent for *********** concerning this Sunday delivery issue.  I have been assured that this routing problem will be corrected by this weekend and credited your account for an additional 30 days of Digital Access and Sunday home delivery as a courtesy.
  
  I regret the frustration this caused the missed start at your new address caused we do appreciate your readership.
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           *****************************, Better Business Bureau of ********* and ************

  Customer response

  10/24/2021

   I am rejecting this response because:
  
  It's 9:10 am Sunday morning. The paper was not delivered again. This is the fourth week in a row.
  
  I've called customer service every Sunday since this started and I'm told they will correct this issue. They offer to send a paper, but I want to read it in the morning. Also I do not have a view of the street or driveway so it's a .25 mile walk  back and forth to check.
  
  
  
  

  

  Business response

  10/31/2021

  10/31/2021
  
  Response to BBB rejection, *******************, ********, Account 12783573
  
  Dear **************,
  My apologies again for the missed delivery of your Sunday Star Tribune on October 24, 2021.  System processing of your move occurred while you were on a vacation stop, inadvertently causing confusion on the carriers route list.  We believe the glitch has been identified and remedied and it appears your paper was delivered today.
  
  We appreciate your patience.
  
  ****
  
  *************************
  Sr. Customer Advocate

  Customer response

  11/01/2021

   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 did receive my paper October 31.

   

  I appreciate getting their attention. Calling weekly did not seem to work.

   

  ****

• Initial Complaint

  10/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We are loyal customer of ******************** last ** years. Paper delivers were good who delivered paper on time before 6 a.m. every day and close to our garage door. But since last several months it has become very difficult and frustrating. Paper is not delivered everyday. We call customer service every time they promise to send the paper and it does not come. We had paid for the full year now they don't give credit also. Customer service is terrible. We sent the email to the depot manager and he does not respond and does not care. Sent email to **************** VP. He responded but did not provide solution and we are not getting paper. Weekend paper is ok but weekdays paper delivery is on going issue. Please help.

  

  Business response

  10/20/2021

  
  
  
  October 20, 2021
  
  
  Narendra Garg     
  ******************************************
  
  Re:          Better Business Bureau Complaint ID: ********
                  Star Tribune Acct No.: *******
  
  Dear ************:
  
  I am responding to your complaint to the Better Business Bureau regarding missed weekday deliveries of your 7-day subscription to the Star Tribune.  You are a good customer, and we regret the frustration caused by inconsistent delivery service.
  
  I have contacted our independent distribution agent concerning this delivery issue.  Unfortunately,the weekday route serving your neighborhood had been open for an extended period.  Like all ** employers, we are experiencing significant shortage of 3rd shift workers.  Unfortunately, this labor shortage has only accelerated during the Covid 19 pandemic.  I am pleased to learn that a new weekday carrier has started on your route we believe that service at your home will improve as the new carrier gains experience over the upcoming weeks.
  
  I have credited your account with 2 weeks of complimentary 7-day service in addition to the credit you have received for papers you have reported as missed, without redelivery. 
  
  We appreciate your patience while we work toward improved service and apologize for the inconvenience you have experienced.  We do appreciate your loyal readership!
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           *****************************, Better Business Bureau *********, and ************

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Star Tribune has had a major delivery problem in our area, On weekends the people in our neighborhood do not get a delivery many Sundays, it has been 4 of the last 5 Sundays and this has been going on for years, The company says they will credit our account to extend our subscription, but they never do, when we call they say they will look at it and have someone call. No one ever calls. Their excuse is that the person works nights and early mornings and is not comfortable calling people then. This is theft, we are paying for something we are not getting and no credits are being applied. They are stealing from the public. Death by paper cuts. It is time they are held accountable for this tactic they use to screw the public.

  

  Business response

  10/13/2021

  
  
  
  October 14, 2021
  
  
  Pat ***** **** ***** **** ** *** ***** ** *****
  
  Re:          Better Business Bureau Complaint ID: 116010665
                  Star Tribune Acct No.: ********
  
  Dear Mr. *****:
  
  I am responding to your complaint to the Better Business Bureau regarding missed Sunday deliveries of your weekend subscription to the Star Tribune.  You are a good customer, and we regret the frustration caused by inconsistent delivery service.
  
  I have contacted our independent distribution agent for Ham Lake (East Metro Distribution) concerning this delivery issue.  Unfortunately, the weekend route serving your neighborhood had been open for an extended period.  Like all US employers, we are experiencing significant shortage of 3rd shift workers.  Unfortunately, this labor shortage has only accelerated during the Covid 19 pandemic.  I am pleased to learn that a new weekend carrier did start on your route this past weekend – we are optimistic that service at your home will improve as the new carrier gains experience over the upcoming weeks.
  
  
  I have credited your account with 4 weeks of complimentary Saturday and Sunday service ($26.04) in addition to the credit you have received for papers you have reported as missed, without redelivery. 
  
  We appreciate your patience while we work toward improved service and apologize for the inconvenience you have experienced.  We do appreciate your loyal readership!
  
  Sincerely,
  
  
  
  
  John ********
  Senior Customer Advocate
  
  
  
  cc:           Ashley Anderson, Better Business Bureau Minnesota, and North Dakota

  Customer response

  10/21/2021

   I am rejecting this response because:
  
  This is how the Star Tribune operates.  NO one at the number on the letter to the Star has any idea who John ********.  Looks to be a made up name.  Letter mentions the East Metro Distributor, mi was provided with an email to them which I sent and no reply.

  Letter said new carrier this past weekend but no paper delivered and no re delivery after I called.  
  ‘Letter talks about the issue with employees because of Covid.  But this has been going on for 10 years.   I have placed over 100 calls to S T for no paper delivery in the last 12 years. What is the excuse for that?  
  

  Letter talked about the credits I has received for papers I have missed without delivery,  sorry, I have not received the credits you are referring to.  
  

  ‘It is really interesting that when someone contacts the ST they can NEVER reach anyone to talk to.

  Today I was on the line with an operator and pushed to talk to a supervisor,  I was transferred to someone who quickly said their name was Lisa,  then she quickly transferred me back to the original number I called in on and had to wait another 15 minutes to get to an operator who told me no Supervisor by the name of Lisa was in the department.  Lies,  continued lies from them..

  I would like John ******** to personally call me.  I still believe he does not exist.  
  Pat *****

  

  Business response

  11/01/2021

  11/1/2021
  
  RE: Pat ***** BBB 16010665 / ST ********
  
  Dear Mr. *****,
  My apologies again for the missed delivery of your Sunday Star Tribune on October 31, 2021.  Unfortunately, the new carrier on your route (referenced in my letter of October 14th) has quit – the route remains unfilled. 
  Depot staff is attempting to cover the route until it can be filled but acknowledge that delivery will occur considerably later than our normal targets until a new carrier is hired.  Service will improve once a regular carrier can be identified and will likely languish until this occurs.  I am sorry to report this.
  
  I also acknowledge that your experience in connecting with customer service has been trying – I have notified our Customer Service Manager, [email protected] of your concerns with phone service and receiving appropriate credit on your account.
  
  John
  
  John ********
  Sr. Customer Advocate

• Initial Complaint

  09/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  From January 1 to September 21 we have not received our Star Tribune paper on 51 days and have had to call to get re-delivery. (We were gone 3 weeks end of June to mid July)Occasionally the paper is not re-delivered. The delivery issue has gotten worse since August 1: in August we made 16 calls and thus far in September, 14 calls. A 7 day print subscription is roughly $590 per year. We have been subscribers for 20 years.

  

  Business response

  09/25/2021

  
  
  
  September 25, 2021
  
  
  *********************
  **************************************************
  
  Re:          Better Business Bureau of ********* and ************ Complaint ID: ********
                  Star Tribune Acct No.: *******
  
  Dear ******************:
  
  I am responding to your complaint to the Better Business Bureau regarding missed and late deliveries of your 7-day subscription to the Star Tribune.  You are a good customer, and we regret the frustration caused by inconsistent delivery service.
  
  I have contacted our independent distribution agent for *************** (St. **** Pioneer Press)concerning this delivery issue.  Unfortunately, the route serving your neighborhood is currently unfilled and is being delivered by substitute carriers upon completion of their regular routes.  Too few hands delivering too many papers has contributed to these late and missed deliveries.  Although our recruitment efforts have been hindered by the lingering effects of the Covid-19 Pandemic, we are working hard to assist our Agent in filling a number of open routes in your area.
  
  I have credited your account for 30 days of complimentary service in addition to those credits you have received for papers you have reported as missed.  We appreciate your patience while we work toward improved service.  Please remember that the 7-day print subscription also includes 24-hour digital access to the news at StarTribune.com. 
  
  Our apologies for the inconvenience you have experienced.  We do appreciate your loyal readership!
  
  Sincerely,
  
  
  
  
  *************************
  Senior Customer Advocate
  
  
  
  cc:           *****************************, Better Business Bureau of ********* and ************

*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. ↩