ComplaintsforSeattle Times Company

• Initial Complaint

  01/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'm a subscriber with the Seattle Times newspaper and have been for a long time. I went from having my paper delivered 7 days a week to digital and Sunday only paper a few years ago. Recently I can't even get my paper delivered on Sunday's, yet I had to pay up front for my subscription.I have complained many times vie email to the Seattle Times and have gotten absolutely no response. My Sunday paper has not been delivered for the last 4 weeks. This is unacceptable. I want someone from the Seattle Times to address my complaints and to tell me I will get a refund for the missed papers. When my subscription is up for renewal I will not be renewing. Horrible customer service. You look on social media and all you see is customers complaining about the Seattle Times!

  

  Business response

  01/23/2023

  We will contact the customer and investigate the matter with delivery staff for her route to ensure that she received her Sunday papers going forward and we will make sure her account is credited for the missed deliveries. She is in a delivery area that recently and is currently going through a restructuring process and there are many new carriers learning routes. 

  Customer response

  01/23/2023

   
  Complaint: 18879541
  
  I am rejecting this until I hear from the Seattle Times.  This is not a problem just in my neighborhood, it's all over *******, **********.  I want to speak to a real person at the Seattle Times.  I don't that if I accept this now that I will hear from anyone with the Seattle Times.
  Sincerely,
  
  *********************

  Customer response

  01/24/2023

  The Seattle Times called me this afternoon and apologized and assured me that going forward I would receive a credit for all of my missed papers.  I have also been given a phone number to use in the future if I have any more problems.
  
  Earlier this morning I said my complaint was unresolved and now I would like to mark my complaint as resolved.
  
  Thank you so much for your assistance!
  
  *********************
  

  
  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am tried to seek resolution to this issue through the customer service department at the **********************, but have been unsuccessful in getting them to contact me. I have not been receiving my paper consistently since subscribing around two years ago. However, since October of 2022, the problem has gotten much worse, receiving less than 50% of my paper deliveries. Currently, I have not received a paper since 12/25/22. I would like all of my missing papers delivered and someone to return my repeated calls and emails who can actually provide a resolution.

  

  Business response

  01/20/2023

  Thank you for bringing this to my attention. I have reviewed ********************** account and it does appear that he has one or two missed Sunday deliveries per month. I do show that he was credited for these missed deliveries in our system. I am going to have one oru our **************** Specialist's reach out to ****************** today regarding this ongoing issue as well as reach out to the delivery staff and manager for his route to resolve the missed Sunday deliveries. 

  Customer response

  01/20/2023

   
  Complaint: 18840156
  
  I am rejecting this response because:

  1.  The Seattle Times has not contacted me via phone, email, or text to address this complaint. The respondent to my complaint said they would.

  2. The respondent dismisses my claim saying they had previously credited my account when my paper was not delivered in prior months.  That is not what I am requesting.  Through my account on their website, I selected the option of redelivery of my missed papers, which has not occurred.  In each case I received a form-email stating that my missed paper would be delivered the next day.  I still have not received any newspaper delivery or redelivery since 12/25/22.

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

  

  Business response

  01/30/2023

  We sincerely apologize for this inconvenience and delivery failure. I do see where ****************** had some back copy requests, but I also see a greater number where he requested credit. So, he did have a combination of both. ****************** was being delivered by our partner paper the *** and unfortunately, they failed to deliver his back copies. I see that ****************** has since stopped his paper and cancelled his service. This was done on 1/24/23. ****************** was just refunded $28.20 back to his credit card. ****************** also had free digital access to the Print Replica of the paper with his subscription as well. I hope this will make up for the missed paper. 

  Customer response

  02/06/2023

   
  Complaint: 18840156
  
  I am rejecting this response because:

  I have since cancelled my subscription with Seattle Times, as they refused to redeliver my papers when requested and would not contact me as requested.  At this point, there is no resolution to be offered. I am no longer a Seattle Times subscriber or advertiser, and never will be again.  Two years of poor customer service was enough.  They even made cancelling my subscription difficult, as I had to contact them for three consecutive days before it was cancelled.

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to the Seattle times around July 1 2022 and paid for a whole year of the Seattle Times 7 days a week to be delivered to my address in ******* **********. The service was great with only 1 or 2 days where I didnt get my paper. However starting 1-2-23 I didnt get my paper, today is ******* 10Th and still havent received my delivered newspaper 9 days in a row. I call and complain daily and ask for a callback from a supervisor or manager or anyone in charge. They dont call back they wont write back to my email. I would never recommend the Seattle times to anyone. They dont care about the customer at all. It takes a long time everyday trying to talk to a human. Their automated system is awful. I can understand missing one or two days but today is day 9. Ive had to drive to the store to get my paper they charge $3.00 a day and $6.00 on Sunday. I would like them to pay for those days Ive had to purchase at a retail outlet. It seems fair since Ive already paid in full for a year. Thats $30.00 for the 9 days and counting.

  

  Business response

  01/11/2023

  Case ****** was opened on 1/5 and notes on the case indicate that his route is on alert due to carrier shortage and reorganization of the delivery area to deal with this. Our area manager called ****************** on January 7th and spoke to him and the case was escalated to new delivery staff/management at that time for resolution. The last missed complaint was on 1/9 and ****************** account also shows that the customer service reps he spoke to, credited his account for all the days he was missed. We will credit him accordingly for the papers he had to buy as well. However, I see no indication that he was not able to get help assistance as the notes on the case and adjustments made to his account show otherwise. We will follow up with delivery staff to make sure new carrier being trained is delivery his paper. Thank you. 

  Customer response

  01/13/2023

   
  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

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just subscribed to the paper and have had several missed deliveries, and they leave my paper in the rain. I have emailed to cancel and receive no response, and I have tried to call but a woman answered and then immediately hung up, and they tried to tell me to text and get help, but the text told me to type HELLO which I did, and I got a response at 10am yesterday saying they are experiencing high volume and will be with me shortly. Still have not heard back.I am being SCAMMED! They have my card number! I want to cancel or else I will move forward with a fraud case with my credit card company!I want you to cancel my subscription!

  

  Business response

  11/02/2022

  I am sorry that Mr. ******* had a less than satisfactory experience with the chat function. I reviewed his account and a stop was entered on November 1st and his account was credited for the missed deliveries he spoke of as well. So it seems he was able to reach a representative who was able to help him with his request. In addition to chat, we also have our ***** number, and he can also email **************************************** ****************************************** or contact us via our website. Tell us why here...

  Customer response

  11/02/2022

   
  Complaint: 18345391
  
  I am rejecting this response because:
  

  AS STATED IN MY ORIGINAL RESPONSE, I NEVER RECEIVED A SINGLE CONFIRMATION THAT ANYTHING WAS CANCELLED AFTER SEVERAL ATTEMPTS TO CONTACT YOU BY *****, BY CHAT, OR BY EMAIL. YOU DO NOT TAKE ANY OWNERSHIP WHATSOEVER! YOU EVEN HAVE THE ***** TO MISSPELL MY LAST NAME, WHICH SHOWS YOU DO NOT GIVE A C*** ABOUT ANY OF YOUR SUBSCRIBERS OR ANYONE WANTING TO BE A SUBSCRIBER. 

   

  I MENTIONED PREVIOUSLY THAT I DID CALL YOU, AND A WOMAN ANSWERED AND THEN HUNG UP. I HAVE THE ***** CALL RECORDED SO DO NOT PLAY DUMB. I ALSO USED YOUR CHAT FEATURE, AND SAID HELLO MULTIPLE TIMES, AND THE ONLY RESPONSE I GOT WAS THAT ALL AGENTS WERE BUSY AND SOMEONE WOULD CONTACT ME SHORTLY, WHICH WAS 2 DAYS AGO AT 10AM AND I HAVE RECEIVED NOTHING FURTHER FROM THERE. I WILL ATTACH THAT CHAT MESSAGE.

   

  I ALSO MENTIONED I EMAILED YOU TWICE AND RECEIVED NO RESPONSE BACK. 

   

  ALL YOU SEEM TO HAVE PAID ATTENTION TO WAS THAT I SAID A ***** WAS MISSED (TWICE IN MY VERY SHORT SUBSCRIPTION TIME BY THE WAY). I ALSO EMAILED ASKING IF THE ***** COULD BE DELIVERED CLOSER INSTEAD AT THE END OF MY DRIVEWAY, WHICH WAS ALSO IGNORED. 

   

  I AM VERY UPSET THAT YOU HAVE DISMISSED ALMOST EVERYTHING I HAVE PREVIOUS TYPED, AND DO NOT TAKE OWNERSHIP. THIS IS WHY I CHOOSE TO NOT GET YOUR ***** ANYMORE. 

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Spoke with Seattle Times employee Sellna on 10-18-22, 1130AM seeking resolution. Employee indicated it was ok to file compliant.Because Seattle Times is unable to find a carrier to deliver my ST newspapers in my neighborhood, they have decided to switch from carrier delivery to ***** As a result, I am now receiving a combined Saturday and Sunday paper (Weekend Edition) on Saturday which is an inferior product than the actual Sunday paper which is available to other subscribers paying the same subscription rate as I do and what I had been receiving prior to this delivery switch. I was unable to read about the Mariners 18 innings baseball game played on Saturday, 10-15-22. I enjoy reading a newspaper and books.My requested resolution of mailing me the actual Sunday 10-16-22 newspaper was denied. A credit to my account does not provide the enjoyment of reading a newspaper.

  

  Business response

  10/21/2022

  We did receive a complaint from this customer. Unfortunately, we are experiencing a carrier shortage similar to the ** *********** and are trying a new method of same day mail. Because *********** does not deliver on Sunday we have combined our Saturday and Sunday content into a new Weekend Edition of the newspaper for those subscribers affected. In addition, all print subscribers have access to the Print Replica of the newspaper which would include all of the content in the paper (90-day archive) including the Sunday Sports content that ********************* is referring to. Our current Daily and Sunday Rate is $20.00 per week for Home Delivery and ********************* is paying a heavily discounted rate of $4.30 a week. Our Single Copy price for the Sunday paper at grocery stores, etc. is $4.00 and the daily is $2.00. A digital subscription is $3.99 week - and this is included with ************************* subscription for free. We have offered our customer's credits and discounted rates for the inconvenience they may experience. We are doing everything we can to ensure that customers are taken care of. 

   

  Customer response

  10/22/2022

   
  Complaint: 18241624
  
  I am rejecting this unsatisfactory and insulting response because:
  
  Sincerely,
  
  *********************

   

  Seattle Times did nothing in their response to resolve the issue or address the actual issue of me receiving an inferior product on Sunday, as compared to what other subscribers are receiving on Sunday.  ST response was an intentional avoidance to resolve the issue.  As the ST product and services continues to *****, so does the publication of a newspaper and employment.  I use to also read the former Seattle PI, no longer being published.  My BBB Complaint remains posted for 3 years, will ST still be around ???
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  no concistant newspaper delivery. 12 weeks no t.v. guide addition to Sunday paper

  

  Business response

  07/08/2022

  We deliver TV Guide in some delivery areas. However, it appears that ***************************** TV Guide is mail only - which means it is delivered through the US ************** and not by our carriers. ************ will need to be credited by TV Guide as it is a different company and we don't do their billing. We are reaching out to our contact at TV Guide on his behalf to see if they have him on their mail list. It sounds like ************ is receiving his Sunday paper from us - just not his TV Guide from TV Weekly. If there is anything we can help him with in regards to his Seattle Times delivery we are here to assist. I will reach out to ************ to let him know that he should be contacting TV Weekly for this issue. 

  Customer response

  07/09/2022

   
  Complaint: 17530910
  
  I am rejecting this response because:I do notbelieve that the Times or TV magazine really care.  It has been 12 weeks with the same b.s.  
  Sincerely,
  
  *************************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a freelance visual designer who was hired on contract to create motion graphics for an ad the Seattle Times under their content studio. About halfway into the project the art director told me they were going to halt work on the project, I understood and assumed they would get back to me. After several days I emailed them about the status of the project, this was March 4th, I did not hear back from them. After waiting another few days I emailed them again, and again there was no response, this was March 8th. I tried again on the 15th of March and got no answer. After three attempts with no response I reached out to another freelancer on the project who informed me my work had been cut suddenly from the ad, and the project had halted very suddenly. So now I had confirmed the project was over, which based on our contract stated I would be paid at the end of the project I sent them an invoice for the hours I had worked over the project. I once again heard nothing back from them. Now out of options to get paid for the work I did for them I'm reaching out to the BBB in hopes you can assist me in getting paid for this project. Bjorn

  

  Business response

  04/15/2022

  Thank you for sending this information. I have reached out to our managing editors in the newsroom since this is an issue for them to resolve. I have requested that they follow up and let me know how to respond once they have. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a subscription for weekends only. We have moved here March 3, 2022 and during that time I have received 2 newspapers both on Sundays. I have repedly called the newspaper and asked that the newspaper be redelivered but they said that they will only give me credit on my account. I have asked that someone from the newspaper call me but do this day no one has called me or given me an explanation as to why they are not delivering the newspaper. The newspaper requires advance payment but yet does not account for the missed papers on its bills.

  

  Business response

  03/19/2022

  We will follow up directly with the customer to resolve this complaint and ongoing delivery issues. Thank you. 

  Customer response

  03/19/2022

   
  Complaint: 16914048
  
  I am rejecting this response because:in the past few weeks I have called and talked to one person at the Seattle times who assured me the paper would start being delivered. As of today Saturday March 19 2022 yesterday and todays paper has been delivered. No one else has contacted me from the newspaper.
  
  Sincerely,
  
  ***************

  

  Business response

  03/21/2022

  The Carrier's supervisor and area managers were contacted and asked to conduct a service check and call the customer. The service check was done on multiple days. Home Delivery personnel begin work around 11pm at night and work into the early morning hours so contact with customers can be difficult at times. Case number ******** was opened and Carrier Supervisor did respond with "Carrier has been service checked. Carrier corrected delivery. Will continue to monitor carrier's delivery service." According to Carrier Supervisor **************** delivery was service checked and he did receive delivery.

  We also credited customer $8.27 from 3/5 - 3/12 for missed deliveries reported.  A callback was requested and I am following up with Area Home Delivery Manager and Supervisor to ensure that they continue to try and reach ************. 

  Customer response

  03/21/2022

   
  Complaint: 16914048
  
  I am rejecting this response because:I have not received a call from the Seattle times.
  
  Sincerely,
  
  ***************

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into my residence in July 2021, the previous resident moved out and cancelled there subscription to the Seattle Times in May of 2021. The paper keeps being delivered every Sunday and holiday. I have called customer service ************************* asking for delivery to be stopped and have been promised each time that the paper wont be delivered, with the most recent call and request being 1/31/22. I was guaranteed the paper wouldnt come and that a supervisor would call me within two days to confirm this. Paper was delivered this morning and of course I received no call from anyone. This is harassment at this point.

  

  Business response

  02/07/2022

  My apologies for how long it took to resolve this. I will have this taken care of immediately and staff will check on this next Sunday to make sure it has been resolved. Thank you for your due diligence on this.

   

  Sincerely,

   

  ****************************

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My subscription for a daily newspaper delivered to or near my door has not been fulfilled from December 17, 2021 until today, January 21, 2022. I am paid in full in advance. Prior to this last month's non-delivery, the delivery has been intermittent and spotty since June of 2021. My daughter and I have attempted to resolve this with approximately 20 phone calls to the Area Manager, as well as, their ********************** In order to insure that I get a credit for subscription fees already paid, I have made over 100 calls to their *************************** to note each day that my paper was not delivered. In all instances, each person with whom I spoke was very courteous and 'understanding,' However, THE PROBLEM HAS NOT BEEN RESOLVED. This has been an ongoing issue for seven months, since June, 2021. We have been told that the problem is a combination of an issue with a contract area distribution manager responsible for the ********** route, along with a lack of carriers for the ********** route. We understand that companies have problems. Surely, a problem can be resolved, if a company is motivated to do so. Apparently, many of the subscribers in the ********** are experiencing this same lack of service. I am 97 years old and have subscribed to a newspaper for nearly 80 years. This lack of service from the Seattle Times and their contractor(s) is unacceptable.

  

  Business response

  01/24/2022

  We have reached to the carrier, customer and her daughter regarding the poor service and are working on a resolution.

   

  Thank you 

  Dayne > *******

  Customer response

  01/28/2022

   
  Complaint: 16662315
  
  I am rejecting this response because:

  My original complaint was predicated on the fact that there is an ongoing problem that has not been resolved.  I appreciate that the problem is being addressed toward a resolution, but that has not yet occurred.  When I receive consistent delivery of my daily newspaper at my door, I will then consider that the problem has been resolved.  

  As I said in my original complaint, everyone with whom I have spoken at the Seattle Times has been pleasant, cooperative, and seemingly-willing to work to resolve the problem. However,not only has there has been no improvement, but my delivery has stopped completely. 

  I understand that there is going to be a management change as of February 1, 2022, that will address the problem.  I look forward to it in the hope that the problem will be 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. ↩