Additional Complaint Information
Customer Complaint:
The business indicated they would like to speak with consumers before complaints are filed with BBB. Consumers are asked to contact Tennessean's customer relations manager, Diane Bond, She can be reach directly at 615.259.8280 or [email protected]. It is not a requirement to contact a business prior to filing a complaint with BBB.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a subscription for digital access and a delivered print edition of the Sunday paper in November of 2023. I have yet to receive a paper delivered, despite repeated attempts to rectify the situation via the customer support chat, email and phone and while being charged.Business response
04/16/2024
The Tennessean regrets the frustration experienced by this subscriber. Upon review we found this subscription was started as carrier delivery, although this address falls outside of our normal delivery area. This subscription was converted to mail delivery effective 2/25/24 and a subscription credit was applied. We've reached out to the customer to confirm whether this matter is resolved to their satisfaction. We've yet to hear back from them, but provided direct contact information.Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I expected my "Tennessean" subscription renewal on 12/26/23 to be the usual $69. Instead, they charged $99 with no prior notification of a rate increase. I called **************** on the same day to complain and cancel my subscription. The representative at first said they don't give refunds for cancellations. However, their web site includes a clause saying, "We reserve the right, however, to issue refunds or credits at our sole discretion.". After a 28 minute call, she finally admitted she could cancel my subscription and issue a full refund. She said the refund would be issued and credited to my credit card "within ***** business days". I received email confirmation that my subscription had been cancelled, but I have still not received my refund.Business response
01/18/2024
The Tennessean regrets this customer's poor experience. We are issuing a refund, which they should see returned to their card within the next few business days. We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.Customer response
01/20/2024
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
11/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have recently subscribed to the daily Tennessean. My subscription took effect on Sunday, November 19 I received the first issue on that Sunday. I have since not received any issues since that time. I have contacted their customer service department each and every day. Ive been told each time, by a scripted detail, that this issue would be resolved. Today is Friday, November 24 and I have not received a single issue of the paper since Sunday, the 19th. there is no one locally to contact about having a paper delivered. These call center employees cannot give me any number to contact locally. Also, there is no local number to be found in order to contact the Tennessean.Business response
11/29/2023
The Tennessean regrets this subscriber's poor experience. We escalated this matter to our distribution management team for review and correction. We communicated with the customer who states they received delivery the past 2 days since this issue was escalated. Credits were applied for the papers not received and direct contact information was provided in case further assistance is required.Customer response
11/29/2023
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.
Sincerely,
*******************Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We had a subscription to the print Tennessean years ago for my grandmother. We KEEP TRYING TO cancel it and they just keep ignoring ** and billing. I want a refund for all the papers with penalty and interest! I have called and called! This is a disgusting way to do business. Everyone should be warned about these illegal and dishonest practices!!!Business response
06/16/2023
The Tennessean regrets the frustration experienced by this subscriber. We've emailed and left voicemails for this customer requesting they contact us in order to provide additional information we can use to resolve this matter. We look forward to hearing back from this customer and ensuring this matter is resolved to their satisfaction.Initial Complaint
05/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have called multiple times to the customer service of ********************** to have my newspapers delivered into the Tennessean box. Every week, the paper is in the yard. After 50 years of service, I call almost every two months and am told the same thing "... this is the first time I am receiving this complaint, please allow me to address it...", yet, the newspaper continues to be delivered in the yard.Business response
05/23/2023
The Tennessean regrets the frustration experienced by this subscriber. We escalated this matter to our distribution management team who indicate it has been addressed and resolved. We've attempted to reach the customer several times to confirm this matter is resolved to their satisfaction but have not been able to reach them and their voicemail inbox is full, so we are unable to leave contact information for them to follow up. We have applied a one-month courtesy credit to this subscription account.Initial Complaint
04/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I do not have an account, I do not want an account, yet I receive the paper daily. I have contacted the Tennessean over 8 times to have the delivery stopped. Today they finally told me they have done everything they can, and the paper will just keep piling up in my drive way and there is no other way to stop it. My only option now is to stand outside at 5:30am -7:00am while I am 7 months pregnant to try and catch the delivery guy and tell him I don't want the paper. It's dangerous for me, it's dangerous for my dog that rips the paper up. I want it stoppedBusiness response
04/27/2023
The Tennessean regrets the frustration experienced by this individual. We've escalated this matter to our distribution management team for review and correction. We left a voicemail for this individual, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.Initial Complaint
04/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Last summer, there was a scandal at my place of employment. The Tennessean had a story about it and I desperately wanted to read it. I signed up for a $1 trial, read the article, and forgot about all of it. Maybe a month later I happened to see a recent bank transactions -- and the memories all came back to me. Darnit! I immediately wrote The Tennessean via their online contact form, letting them know my predicament, asking if they might be able to look and see that I had *never* once logged in to their site after that first day and if they might consider refunding the charge since I did not use the site - at all. But ultimately, stating in no uncertain terms, that I needed the subscription canceled immediately, as it was obviously never supposed to be. Time went by, I never found out whether they took pity on me and refunded the charge - but I was certain that the subscription had been terminated. Why wouldn't it be? ...Just now, so unbelievably, I caught a glance of recent bank transactions. The Tennessean is there! I am flabbergasted. That's so insane! That's almost a year of charges. My initial impulse was to get on the website and write them again - but since that apparently had no effect last time, I'm taking this route - I apologize. I do not want The Tennessean to suffer. I know times are hard for us both. I come from a long line of 3 Star 'Letters to the Editor' from way back when. My mother was invited to the yearly banquet for ~a decade because of her constant presence in the paper. I support the Tennessean and buy copies regularly - online access though, unfortunately, is just not how I read papers. I am really hoping that there's a person on the other side of this who can empathize with my predicament. If you refuse to refund me for the time right after the trial, that's something I will have to accept and understand. However, it appears the ball was dropped regarding my cancellation, and that should be rectified. Please. Please help me.Business response
04/25/2023
The Tennessean regrets the frustration experienced by this customer. We have cancelled this subscription and initiated a refund which will be returned to the customers within the next few business days. We left a voicemail for the customer informing them of the pending refund. Direct contact information was provided in case further assistance is required.
Initial Complaint
04/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
NO Sunday newspaper. Called local delivery supervisor at 10AM. Seven hours later, no paper.How hard is this?Pitiful service.Business response
04/24/2023
We've again spoken with this customer and are working directly with our distribution management team to resolve the ongoing problems at this address. The customer has our contact information and has been in contact with us to discuss this matter directly. We will continue to work with them until the matter is resolved.Initial Complaint
04/17/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Please check our account and notice all of the complaints dealing with our delivery issues. First we couldn't get the paper put in the tube you supplied. Now we haven't received a paper since the beginning of February. The Sunday Tennesan nor The ************ Times are being delivered. We have called twice a week since February asking for a supervisor to call us back or a local contact to correct this and have received no contact of any kind. I'm tired of being lied to by the call center representatives about how sorry they are and they will get this issue corrected. How can you offer an item that you can't deliver on and don't seem to care that it can't be corrected. I delivered your product at one time and it's not that hard to read the delivery sheet and get the papers where they belong including putting them in tubes when requested. The account is listed under ************ if you would like to check all of the complaints. Can someone local contact us to adress our complaints and be advised of your solutions to the problem, and reading the digital copy is not the answer. I want a real paper delivered like we signec up for Thank you ***********************Business response
04/25/2023
We regret the frustration experienced by this subscriber. We spoke with them and made subscription adjustments to address their concerns. Direct contact information was provided in case further assistance is required.Initial Complaint
03/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
1. I renewed an online subscription with the Tennessean on Dec 20. I paid $84.00 by credit card. The customer service rep was ****************************2. My credit card was charged without my authorization and knowledge by The Tennessean on Jan 2 ($102.82), Feb 2 ($4.96), and Mar 2 ($3.25). I have yet to learn why my card was charged.3. I spoke to customer service rep **** on March 3. He said the finance department would investigate and he would get back with me. No response as of March 9. I spoke with customer service rep **** on March 9. Either I could not understand her explanation or she could not explain why I incurred these additional charges.4. I cancelled my entire subscription out of frustration.Business response
03/16/2023
The Tennessean regrets this customer's poor experience. We spoke with the customer, apologized, and initiated a refund which will be issued to their card within the next few business days. Direct contact information was provided in case further assistance is required.Customer response
03/16/2023
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.
Sincerely,
***************************
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Contact Information
Customer Complaints Summary
32 total complaints in the last 3 years.
11 complaints closed in the last 12 months.