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
08/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 78 year old mother has been a faithful customer for over 40 years but we had to cut back to 1 day due to the price increase and quality of the paper. Within the last 2 months my mom has received her Sunday paper 1 time. I have called and spoke to several reps including a supervisor who insured me that this matter would be handled but it has not. I was told that the carrier distribution supervisor , a manager as well as others would be contacting me however no one has. I called this morning to get an email address to headquarters but I was told they don't have one to give me and I was told that she has emailed her supervisor but they haven't responded. I was also told today that I would be billed next month even though I was told that my account was being credited for the papers my mom has had to purchase on Sunday's. My last payment was taken from my account on August 1. This is the worse customer service I have ever had and only broken promises. IBusiness response
10/07/2021
Business Response /* (1000, 7, 2021/09/21) */ The Commercial Appeal regrets the frustration experienced by this loyal subscriber. We've escalated this matter to our distribution management team to ensure service improves going forward. We spoke with them and provided a courtesy credit and direct contact information in case further assistance is required.Initial Complaint
08/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I closed my account with the Commercial Appeal in July and as of today August 17th I have not received a paper. They sent a refund on August 3 then on the same day took 45.00 from my account without my permission and I have spoken with several people but they say nothing was taken from my account so I sent a copy of my Bank statement along with a letter to refund my money with no answers from anyone. Customer service is horrible and no one will answer your messages which have been several. I would like for the money to be refunded and take no more from my account. I am 79 on limited income and cannot afford to pay for something I don't receive. My account number with the Commercial Appeal was CM *******.Business response
08/20/2021
Business Response /* (1000, 6, 2021/08/19) */ The Commercial Appeal regrets the frustration experienced by this customer. We located the source of the unauthorized charge and have initiated a refund to the customer's card. We are investigating how this payment error originated and will take corrective action. Consumer Response /* (2000, 8, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My mother, ***** ****** lived in an assisted living facility, ******* ******** **** ** ***** ****** Road, Memphis, XXXXX, ***** and got the Commercial Appeal each day. I paid for a year's delivery to her apartment early in 2021. Mother had a stroke in April and I canceled her paper on April 27, 2021. Their customer service representative took the information for a refund to me of $415.36. Mother's account number was CMXXXXXXX. I didn't receive the refund and have called again on May 26, June 21, and July 19. Each time I try to reach customer service and talk to them about this, I seem to get the runaround. I begin to explain that my mother passed away and I want a refund, and I get cut off. I have to call back and go through the entire process again. Each time I have called has taken me over an hour to get someone to try and help me get some answers and my refund of $415.36. I'm hoping you can help me get through to the billing department that they need to send me this refund promptly.Business response
09/21/2021
Business Response /* (1000, 9, 2021/09/03) */ The Commercial Appeal regrets the frustration experienced by this customer. We confirmed the check issued earlier this year is still outstanding with the bank and are voiding and reissuing it. We spoke with the customer, confirmed their mailing address and provided direct contact information in case further assistance is required. Consumer Response /* (2000, 15, 2021/09/21) */ I wanted to let you know I received reimbursement from The Commercial Appeal. It came today so the dispute has been resolved. Thank you.
*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.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
18 total complaints in the last 3 years.
3 complaints closed in the last 12 months.