ComplaintsforWinston-Salem Journal
Newspaper
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a Winston-Salem Journal subscriber for 50+ years, and during the last few years, this has been the worst customer service and delivery service Ive experienced. One problem is that the papers website is not user friendly. Another problem I have been having is the delivery service resulting in receiving no paper at all after the subscription had been paid. Whenever a paper seems as though its not going to be delivered, I would call the papers phone number and get no answer. The customer service department at one time was local, easy to reach and had the ability to resolve some issues, but now that a corporation has taken over, service is beyond terrible.Before the takeover, I had been paying my subscription online using a credit/debit card. Whenever a paper was missed and never delivered, I would deduct a days payment of the paper on the next subscription renewal. After paying online, I would print out the confirmation receipt showing what I paid. Not long after, my checking account would show that the Journal had withdrawn the full amount of the original subscription payment, not the confirmed payment I made. This had happened to me three times, to which I resumed paying by sending a check through the mail.As the papers dues increased, I had to cut back and subscribe to Sunday-only subscription. On January 28, 2024, I had not received a paper. I called and received no answer. March 3, 2024, I received no Sunday paper, called the following day (hours and days they claimed to be open), and still received no answer. March 10th, no paper. Im still paying for papers *** never received.I want a refund for the three missed Sunday papers. If this situation cant be resolved, I may have no choice but to cancel my subscription.Business response
03/20/2024
Good afternoon.
Both my retention clerk and my Circulation Manager have reached out to the subscriber. Subscriber is satisfied with our solutions. Thanks.
Customer response
03/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My paper has not been delivered in 10 days consecutively and intermittently prior to that. I have called several times and they keep telling me they will talk to the carrier…. Still no paperBusiness response
02/01/2024
My District Manager has spoken with the subscriber. The paper is being delivered consistently now, and customer is happy. Thanks.Initial Complaint
01/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My newspaper is not being delivered I have called repeatedly and they never solve this issue !!! I pay for something that i am not recievingBusiness response
01/22/2024
My District Manager has spoken with the Carrier and the Customer. Service is back in order, customer is satisfied.Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for a trial for a few months with WS Journal Newspaper (Digital version). Months before the trial ended I called (and waited a VERY LONG time) and spoke with someone, and told them I did not wish to continue. Then, a month or or so later they sent a message about my continuing subscription. Again, I called (WAITING A VERY LONG TIME FOR A HUMAN TO ANSWER), and made sure they knew I DID NOT WANT TO CONTINUE THIS SUBSCRIPTION. The person I spoke with assured me that the trial subscription would end on December 31m 2023. But lo and behold the subscription continues and comes to my email. Again, I tried to call them, and finally gave up on anyone answering. Please help! I do not want this subscription. Stop!Business response
01/05/2024
Spoke with the subscriber this morning and assured her that the subscription will be stopped immediately. Then I had our accounting department stop it. This has been handled. Thanks.Initial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The Winston Salem Journal continues to provide poor delivery of their paper. I have made a number of complaints yet they continue to make poor delivery. I pay for my father's paper, my father is Ira Lane Slate. My father is 89 years old and the agreement is to delivery my Dad's paper to his front door. My Dad is not in the best of health. In the past, the paper was delivered correct, but not sometime, it is delivered into the middle of the road, mud puddles, etc. My Father's address is **** ***** ***** ***** ** ****** Also my and two neighbors papers were deliver at the beginning of Beatrice Dr. This drive is used by around 15 people and these papers get run over and damaged by the cars going in and out of Beatrice Drive. As I have stated I have made a number of complaints, yet the issue continues. I want my father's paper deliver correctly, because when it is delivered wrong, I am the one who has to listen to my Dad's rant and rave of the poor delivery of the paper. Also, my Dad does not owe a smart phone or a computer and cannot view the paper electronically.Business response
10/16/2023
Just called the subscriber, got no answer. Left my name and number, also followed up with an email as to what our plan is to correct the service issues. waiting for a response. Thanks.Customer response
10/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I emailed Tim and spoke to Samuel, who are working with me to resolve the delivery issues. Thank You, ****** ***** *****Initial Complaint
08/11/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I had a digital account with the WS Journal that was cancelled 07/01/2023. My credit card was billed $10.99 on 07/21/23. I called and spoke with Michael at the WS Journal. I explained the problem and asked for my $10.99 to be refunded. He "checked" with the supervisor and said they would give me three months free but would not give me my money back because they had no record of me cancelling. I haven't received a digital issue since 07/01/2023 and I don't want the subscription or I would not have cancelled it in the first place. There was no account number I know of but my phone number was used to pull up the account. 336-413-6740. My email is ******************. I did call the credit card company and dispute the charge.Initial Complaint
06/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Been trying to cancel subscription since 12/31/2022, each month I get charged and each month I call, they try to talk me into keeping and I refuse. The last call they said I called back the day after and continued subscription. A complete lie. This is an answering service over seas, you actually never get a WSJ employee. This morning 6/3/23, WSJ calls and asks about a complaint from yesterday about the paper not being delivered. I have no idea what is going on, this subscription was for my father who can no longer hold or read a paper. Each month I go through this nightmare with someone who can barely speak english and fight about keeping something I canceled in December 2022. I have finally gone to my CC company and filed a suit and stop charge against them. Completely ridiculous these owners rip off the older public because they make it so complicated to cancel their subscription once they have the CC information. Absolutely shameful of these practice's, of fleecing older Americans.Customer response
06/13/2023
I have not heard from the business in response to my complaint.Business response
07/31/2023
Had retention clerk cancel subscription and issue a refund. Also called Mr. ******** today 7/31/23, got voicemail and left my number. Thanks.Initial Complaint
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a paid subscription for receiving the Winston Salem Journal I have to call every week to complain about not receiving my paper They say that my paper will be delivered and it never is Also they say they are giving me a credit which never happens I have been having issues with them for years and it is always same no paper just me having to call them continuously with out any results I have told them either cancel my subscription or deliver paper and they do neither I work hard for my money and pay them for paper but the keep my money but i get nothing out of it Very frustrating .Business response
05/15/2023
Called subscriber, got no answer, so I left a voicemail with my return cell number. Also emailed the subscriber stating that the manager of the area will notify the carrier not to miss him going forward. Included the manager and my retention clerk. Instructed her to credit Mr. ****** for missed deliveries. Thanks.Initial Complaint
01/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
My mother, **** ***** **** **, has been a customer of the Winston-Salem Journal (and previously Sentinel) for over 60 years. She is currently in a nursing home and the paper is her lifeline to the outside world. Paper delivery has been spotty at best over the past year. This past week and now today, it was not delivered to the residents at all. The nursing home staff have called, I have called, other families are called. We are all given the same line - "the carrier is being updated." Today I called again and asked to speak to a supervisor. The agent first said it wasn't possible, then when I insisted, she hung up on me. We are paid in full for the Winston-Salem Journal. We are not receiving the product we paid for. This is fraudulent business practice. It's also a crying shame that the Winston-Salem Journal has sunk so low that it can't even deliver the daily paper. I am so very disappointed and angry. I will cancel the subscription if this continues, and post my experience to social media - at ** mom can't post to social media, but I sure can. Please do better, Winston-Salem Journal!Business response
01/30/2023
Tim *****, Regional Ops Manager for Triad, reached out via voice mail and email to customer. Tim also gave customer Area Manager contact info. asking that they be contacted if issue isn't corrected. Area manager will follow up with delivery person.Customer response
02/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I CONDITIONALLY accept it. The paper was not delivered yesterday, Tuesday. The paper was delivered today, Wednesday. If the Winston-Salem Journal continues to deliver the paper, then all is well. However, I would like to see a track record of more than one day's delivery.Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I attempted to cancel my digital subscription to the Winston-Salem Journal. The only way to cancel a subscription to this service is by talking with a person. I called the number four times and was told by the recording I had to hold for 20-30 minutes. I left my number three times but was busy when they called back and could not answer. Finally the 4th time I held until someone picked up after 45 minutes. The male (I did not get the name) attempted for 10 minutes to talk me out of cancelling and insulted me, demeaned me and never confirmed that I had cancelled my subscription. I want to file a complaint about the procedure for cancelling the subscription.Business response
12/16/2022
This will be escalated to CSC Manager for follow up. Digital subscription has been cancelled.Customer response
12/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
19 total complaints in the last 3 years.
5 complaints closed in the last 12 months.