Complaints
This profile includes complaints for Honolulu Star-Advertiser's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:04/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I made a payment using my **** card to the star advertiser newspaper on January 7, 2024. On April 19, 2024 my paper was not delivered, so I logged into my online account and saw that delivery was halted. I have contacted via phone and email on six different occasions with no response. I attached the email confirmation of payment from them, as well as my **** statement that shows the payment was made. It is extremely frustrating since this paper is for my 88-year-old mother with dementia. I would like my newspaper delivery to be restarted as I have paid for this service months ago. Lastly, I included a $30 tip for the delivery person, which I doubt they gave to the person. I would like to verify they did indeed give the tip to the delivery person.
Business Response
Date: 05/09/2024
I will have someone reach out today to recitfyInitial Complaint
Date:04/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
6 straight Sundays and I believe there were more, I am having to call to request no delivery. Their site says delivery is between 530am-6am but that never happens. I usually receive the paper about *****am. This company is negligent when it comes to customer service. There are many negative reviews on BBB and yelp but the owner doesn't seem to care. I had a paper route in my youth days and always delivered paper to my residents on time, especially the weekends. Workers today, they NO care and neither do the companies they work for. Collect the subscriptions and ignore customers complaints. So sad!Business Response
Date: 05/09/2024
We will have a CSR reach out today to discuss your complaintInitial Complaint
Date:04/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
The Star Advertiser was collecting my subscription rates on the first of every month for my Newspaper Subscription @$19.95 per month. It is a very good rate and I wanted to continue. I had to change my Debit card due to a dispute with another merchant. I have bank records of them collecting on the First of January and February @$19.95 rate per month. They were not paid for March and I was receiving my paper until Saturday 3/16/24. I did not receive a paper on Sunday the 3/17/24 and Monday 3/18/24 and technically cancelled on 3/18/24 as I did not receive a Paper for both mornings. They continued to deliver my paper from Tuesday the 3/19/24 to 3/24/24 and no Saturday delivery. I did notice on my online banking statement of them charging me now for the entire year pending of $210.14 which was the initial subscription order. I am just disappointed and disgusted the Newspaper has had A pattern of not delivering my paper if it contains vital news they dont want me to view. Thats what I have noticed, everytime the paper is not delivered. Sunday March 17, 2024 News included the Legislative Bills pending at the ************** It is sad we Live in a City whereby the News is hidden from certain members of the Community, and that appears to be Discriminatory.Business Response
Date: 04/09/2024
Can I request ***** call me at ************ so I can clear this up with him
*************************, SVP
Initial Complaint
Date:04/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
I have not been able to get help after calling the Star/Advertiser regarding my invoice for subscription renewal. After numerous attempts, I am put on hold and then get disconnected. I need to know why my billing invoice for 12 months is $727.44 when it should be $582.36 (the advertised yearly cost). I became aware of this high cost discrepancy after comparing with my neighbors their renewal invoices.My concerns:1. Why didn't the Star/Advertiser catch this discrepancy after receiving my subscription renewal check for six months and they have already cashed my check. Is someone profiting from this overcharge? And how many more customers have been overcharged and for how long?2. The Star/Advertiser needs to correct this cost discrepancy on my invoice as well as other customers who are over charged.Business Response
Date: 04/15/2024
I will have a CSR reach out to you today to reviewInitial Complaint
Date:03/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
I received an offer in the mail for a year subscription plus a $25 gift card for $52. I mailed a check for $52 in early January 2024.(my bank statement show they cashed it on 01/11/2024). By early February no paper was ever received so I contacted (after numerous attempts) their office and demanded a full refund. In mid February the papers began arriving, but I contacted them again and demanded a refund because I never got the $25 gift card. On/about 02/25/2024 I received a call from a gentleman and was assured the gift card would be mailed within a week. He further explained their issues caused delays of the paper delivery. As of today 03/27 I have not received the $25 gift card and I'm totally out of patience with the *** You cannot get through to their customer service line and their so called call back option is a joke. I'm reaching out to you in hopes of getting a full $52 refund, or at least the $25 gift card. Maybe others have experienced this ordeal, but I'm hoping others don't fall for this scam. Thank you, *****************Business Response
Date: 04/01/2024
I would be willing to get this subscription started immediately and also expedite a $100.00 gift card sent out to Mr. **** for the inconvenience.
*************************, SVP
Customer Answer
Date: 04/01/2024
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.
Sincerely,
*********************Customer Answer
Date: 04/15/2024
Complaint ID#******** submitted 3/272024 against Honolulu Star Advertiser. I received a resolution that called for the 1 year subscription plus a $100 gift card on 4/1/2024. As of today the paper delivery continues, but I have not received the promised $100 gift card. I will bring this scam to the attention of the local media and will take other steps to make sure this business halt their deceitful practices. I cannot believe its taken this long to get nothing but lies after lies to stall the process. In the unlikely event that I do receive the gift card, I will still pursue legal action against this local scammer. No decent business takes over 3 months to resolve a written contract offer. Thanks for your support, *********************
Business Response
Date: 04/15/2024
I will have the $100 gift card sent out immediately!Customer Answer
Date: 04/20/2024
Complaint: 21495649
I am rejecting this response because: ************ continues to make false promises in the hope I will tire and drop the case. I will continue to fight for my rights.
Sincerely,
*********************Customer Answer
Date: 05/09/2024
I finally received the gift card plus the courtesy gift card. Although the whole ordeal should not have taken 3 plus months to resolve, I am satisfied with the actions The Star Advertiser have taken to fulfill their original offer. I also wish to thank you, the BBB, for your support. *****, *********************Initial Complaint
Date:03/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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 the past four weeks I have been experiencing delivery problems. I contacted customer service on Feb. ***********, March 6,7,8,14, and 15 about this issue. I asked them to put my newspaper in the newspaper tube . They put it in tube the days I did not mention. I don't know how come they can't solve this issue they don't answer the phone when I call and when I leave call back number they don't call back.Business Response
Date: 03/18/2024
I have sent this request to your carrier to get this rectified IMMEDIATELY
*************************, SVP
Customer Answer
Date: 03/21/2024
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
Date:03/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Everytime I order a *************************** I have noticed to being shut out from some vitally important News Information. Example last Sundays Newspaper was never Delivered to me. Upon checking the Sunday paper yesterday, I noticed the upcoming Legislation Bills were brought out in a news Article of importance. Somebodys messing around with my ability to View the latest news, which deals with Rules, Laws and Regulations. This is Disgusting and Discriminatory and Violates my Constitutional rights.Business Response
Date: 03/13/2024
Would certainly credit this gentleman for his missed Sunday delivery. If he was missed on Sunday it wasn't deliberate, but just an honest mistake by the independently contracted carrier. EVERY subscriber also have unlimited and unfettered access to our digital suite of platforms including the print replica edition which is a digital mirror image e-flipbook of the printed newspaper. Even if a customer is missed in print on their driveway they have immediate access digitally so truly no one is actually ever "missed or skipped" with this type of digital access.
*************************, SVP
Initial Complaint
Date:03/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
Since October, 2023, my father ***************************, who is 84 years old and hearing impaired, have not receive his newspaper in which he paid for. His address in ***********************************************. He paid Honolulu Star Advertiser for paper subscription, as of today he has not received any newspaper. I have called customer service on numerous occasion and spoke to four different people and they keep giving him credit for non-newspaper service. My dad is elderly and all he wants is a newspaper. The last customer representative I have spoken to and her name is ***** on 2/27 & 2/28. I have left a message today 9:26 a.m. and it is 3:40 p.m. and no return call. On 2/27, ***** advised me she will activate a disposition on her end and have the newspaper sent on 2/28, and per my father, no newspaper. The wait time when calling customer service is 45 mins to 1 hour plus. Please advise. All my father wants is his newspaper. He is not capable to utilize tablet/ipad.Business Response
Date: 03/06/2024
I have contacted **************** Manager and we will get his service rectified immediately.
I have also placed 3 months credit on this subscribers account.
*************************, SVP
Customer Answer
Date: 03/06/2024
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,
*****************************Customer Answer
Date: 03/09/2024
My father has not received any newspaper as of today 3/9/2014. Was I just pacified?Customer Answer
Date: 03/11/2024
My father has not received any newpaper as of today.
Business Response
Date: 04/22/2024
I will make sure his delivery is started and you are credited 30 days for the issues.
*************************, SVP
Customer Answer
Date: 04/22/2024
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
Date:02/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- 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.
This business is running an absolute scam of an operation. This company is based in ****** and is a news outlet. Let me preface this complaint by saying I live in *********, ********. No where near ******. I was doing a research paper for school relating to heat related illnesses and wanted to cite an article of theirs so I signed up for a subscription. Once my research paper was completed I tried to call to cancel the subscription moving forward. They have very clear work hours on their website, however, I sat on the phone waiting for over an hour, no one came. I left a call back number. They decided to call me back, let the phone ring once and hung up so they can say they called. They leave a call back number, which I immediately called back and was sent back into waiting for 30 minutes, they never came. I have tried multiple times to cancel this subscription and am desperate. I just want them to make it right and be better. I guarantee people have been trapped in their subscriptions for years because they just give up. What they're doing is wrong and they need to understand that conducting business in such a way takes advantage of people. It would be one thing if I lived in ******, I don't even live in their state! I just hope you all are able to help. Thank you so much for your consideration.Best,JoyBusiness Response
Date: 02/28/2024
I will personally cancel this subscription immediately
*************************, SVP
Customer Answer
Date: 02/28/2024
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
Date:02/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Have a Sunday only home delivery subscription. Changed from daily due to delivery problems. Delivery has gotten worse. All papers are left in lobby of my high rise, open to anyone taking. Multiple attempts to call their office with no success.Business Response
Date: 03/05/2024
We had a recent change in delivery method in which high rise newspaper deliveries are made to the lobbies of the facilitiesCustomer Answer
Date: 03/05/2024
Complaint: 21355817
I am rejecting this response because:
I was never notified about the change of policy, which would have made me cancel my subscription.
I have lost multiple deliveries due to stealing, even with names of subscribers pasted on the papers.
Sincerely,
*****************************
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