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Business Profile

Newspaper

Desert Sun

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Desert Sun's headquarters and its corporate-owned locations. To view all corporate locations, see

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Desert Sun has 3 locations, listed below.

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    • Desert Sun

      750 N Gene Autry Trl Palm Springs, CA 92262-5463

    • Desert Sun

      PO Box 2734 Palm Springs, CA 92263-2734

    • Desert Sun

      73750 El Paseo Palm Desert, CA 92260-4316

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/30/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Charged a monthly fee but unable to access digital desert sun news paper

      Business Response

      Date: 08/01/2024

      The Desert Sun regrets the customer's poor experience.  We spoke to the customer and were able to fix the problem.  We provided a courtesy credit, which the customer accepted.  Direct contact information was provided in case further assistance is required.   

      Customer Answer

      Date: 08/01/2024

       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.

    • Initial Complaint

      Date:06/20/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      California law requires a business to provide online cancellation if the account was opened online. I attempted to cancel all open accounts with Desert Sun. The account management page does not provide any option to cancel, and continues to list previous accounts as 'inactive' instead of closed. I contacted the email address they listed, and that responded with an automated message showing a phone number and a 'chat link'. I do NOT want to spend hours on the phone with a retention specialist, so I clicked the supposed 'chat link'. It doesn't work. The email itself says 'do not reply'. So they are failing to comply with California law regarding online account cancellation.

      Business Response

      Date: 06/26/2023

      The Desert Sun regrets the frustration experienced by this subscriber.  We spoke with them, assisted with cancellation and provided direct contact information in case further assistance is required.  We confirmed online cancellation is available for subscribers residing in California and provided the customer with screenshots of this option through their account.

    • Initial Complaint

      Date:05/03/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Once again, after several prior complaints to the Desert Sun, we did not get our paper delivered. They also deliver the LA Times and NY Times, which we also don't receive.

      We are senior citizens, and have to drive to the local store to get our papers at full price.

      When we call, all we get is "We are sorry".

      Horrible customer service.

      Business Response

      Date: 05/03/2023

      The Desert Sun regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We spoke with the customer, informed them of the steps taken to resovle this matter and provided direct contact information in case further assistance is required.

    • Initial Complaint

      Date:03/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For many years I subscribed to The Desert Sun. Started having terrible delivery issues, so I canceled. Some time later received an offer to return. I sent a check for 17.35 on Jan 7, 2023, subscription to start immediately. After no paper, called and told would start Feb 1. First comes, no paper. I call, they say sorry, 2 papers tomorrow. Feb 2, no paper, I call again, again told sorry will definitely be there Fri. Fri, no paper. Sat they are not delivering, so now we are on to Sunday. Still no paper! So I call, and tell them just cancel and refund, I cannot keep calling them everyday with no paper. First told no refunds. I said u cant keep my money and not deliver a paper. Told refund would take 30 days. Fine. March 7 I call again, where is my refund? Told never processed. Uhm, we will do it now, 7 to 14 days. Well here we are again still no refund I have wasted way too much time on this Can you help me received my refund? Thank you.

      Business Response

      Date: 03/30/2023

      The Desert Sun regrets this customer's poor experience.  A refund check was issued on 3/17 and should arrive to the customer's address within the next week if it has not already.  We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.  We look forward to hearing back from this customer to ensure this matter is resolved to their satisfaction.

      Customer Answer

      Date: 03/30/2023

       I am rejecting this response because: yes I DID finally receive a check for 15.85.  I paid 17.35.  Now I know it is not a big difference, I want to know WHY and HOW they are allowed to charge me anything for processing the refund.

      Thank you



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