Business Profile

Newspaper

St Louis Post-Dispatch

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for St Louis Post-Dispatch's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
24 complaints 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.

Initial Complaint
Date:01/10/2023
Type:Delivery Issues
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 have been having many problems having my paper delivered. I have not received a paper on Dec 23, 24, 25, 26, 27, or 28. I had delivery problems before that but I was not tracking it then. Today on January 10 I have also not received a paper.When I do get the paper it around 10am. I was told it should be delivered 7am by one of the workers. I have requested that the area supervisor call me and that has not happened. They tell me that I will receive a credit for the missed papers and that still has not happened.
Business Response
Date: 01/26/2023
The St. Louis Post Dispatch values its readers feedback, and we take Mr. ******** complaint seriously.
We are sorry for any inconvenience this has caused and want to thank him for being a loyal reader of
the St. Louis Post-Dispatch.

Unfortunately, we are currently dealing with a carrier shortage and are making every effort to get all the
papers delivered with substitute carriers and employees. This is causing some late and missed
deliveries. We have requested a refund for the seven missed deliveries. Refunds can take up to 15
business days.

If you have any further questions or need any additional information, please feel free to contact us as
************ between 6:30 a.m.-4 p.m. central time Monday through Friday or email us 24/7 at
********************.
Customer Answer
Date: 02/01/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I reluctantly accept their offer. I have missed 3 days of my paper delivery service since filing this complaint and have tried to speak with a supervisor multiple times.

Sincerely,

***************************
Initial Complaint
Date:01/08/2023
Type:Delivery Issues
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.
At lease once a week i dont get paper-they should get another delievery person on this route-this guy is terrible bad service
Business Response
Date: 01/11/2023
The St. Louis Post Dispatch values its readers’ feedback, and we take Mr. **** complaint seriously. We are
sorry for any inconvenience this has caused and want to thank him for being a loyal reader of the St.
Louis Post-Dispatch.

We are sorry that your newspaper is getting missed. The distributor has spoken with your carrier and
your carrier will be more attentive of your address, you should no longer missed. In the future, it is
important to make sure that you are reporting all missed deliveries, this will make your carrier aware
the next day of any mistake in delivery. Our records indicate that you are not reporting a missed delivery
each week as you stated in your complaint.

If you have any further questions or need any additional information, please feel free to contact us as
************ between 6:30 a.m.-4 p.m. central time Monday through Friday or email us 24/7 at
********************.
Initial Complaint
Date:12/27/2022
Type:Delivery Issues
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 transferred the new subscription to the new address for Friday, Saturday, and Sunday due to start 12/16/2022. I called the week before Christmas did not receive the paper. Did not receive the paper again 23rd, 24th or the 25th. I called Customer Service which is outsourced to the Philippines and I was informed that I would be credited for the 6 papers that I did not receive to the new address. I just want my paper delivered, and to make sure that I am credited for the six papers that I did not get.
Business Response
Date: 01/11/2023
Our response is attached.
he St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ******** complaint seriously.
We are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the
St. Louis Post-Dispatch.
We are sorry that your delivery issues continue. The manager has spoken with your carrier and the
carrier provided photo verification of your delivery on Saturday morning (attached). Please check with
your neighbors as they may be picking the paper up by mistake. We have requested a refund for the
last month of papers which you have not received.
If you have any further questions or need any additional information, please feel free to contact us as
************ between 6:30 a.m.-4 p.m. central time Monday through Friday or email us 24/7 at
*********************
Customer Answer
Date: 01/13/2023
Complaint: ********

I am rejecting this response because: This is a sorry excuse for a response and non-resolution of this long standing, ongoing problem. The carrier has photo evidence of delivery of ONE Saturday paper delivery in five weeks (which was not attached to the response) but still doesn't explain why I haven't received what I subscribed to and have paid for which is the delivery of the Friday, Saturday and Sunday papers and the TV Guide. Their excuse is to check with my neighbors to see if they are picking it up by mistake; they are not. Customer service is a joke - it's outsourced to the Philippines. Their response and that of the manager are ridiculous; I hear the same words and phrases used every time I call the so-called and customer service number and now they are meaningless. I went outside this morning at 5:45am (Friday) and again NO PAPER. I will call customer service again at 7:00am when they open and I will hear the same platitudes spoken yet again: "I'm very sorry you're having this problem", "We have escalated your problem and contacted the manager", "I know how frustrated you are". I am sick and tired of hearing the same meaningless words spoken and want to speak to the manager in St. Louis, not some ineffective person thousands of miles away who can't get anything done. The response from the paper is a joke and sounds like a typical computer generated response; I doubt it was written by a real person. This delivery problem has not been resolved at all.

Sincerely,

**** ********
Initial Complaint
Date:12/26/2022
Type:Delivery Issues
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 signed up for the post dispatch & we never received it!!! They just now sent me another bill & I again received NOTHING!!! I want this bill taken care of & for what I already paid for they own me several issues of the paper!!!! I have tried calling & asked to speak with someone else, the customer service agent told me no!!! Nothing was resolved, they were VERY rude. I have also left several messages with Human Resources & the office manager & have received no return phone calls. How is this business still running?!?! They are fraudulent & should be shut down!!!!
Business Response
Date: 01/11/2023
Our response is attached
The St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ********’s complaint seriously.
We are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the
St. Louis Post-Dispatch.

Upon reviewing her account we see that her subscription was stopped for non-payment on 12/4/22.
The last payment we received on her account was 10/18/21 the last missed delivery complaint was
made on 11/7/21. Once the previous balance is paid in full we can restart her delivery.

If you have any further questions or need any additional information, please feel free to contact us as
************ between 6:30 a.m.-4 p.m. central time Monday through Friday or email us 24/7 at
********************.
Customer Answer
Date: 01/11/2023
Complaint: ********

I am rejecting this response because:

I stopped calling because I couldn't get a hold of anyone and no one would return my calls, and I stopped paying because I wasn't receiving the papers that I had been paying for, for months.

Do not thank me for being a loyal reader. How can I be a loyal reader of a paper that I have not been receiving?

If you want me to pay the $7.00, reimburse me for the year we did not receive.

Sincerely,

***** ********
Business Response
Date: 01/18/2023
Our response is attached.
As we stated in our first response Ms. ******** has not reported a missed delivery in over a year, the
last reported missed paper was 11/7/21. It is not necessary to speak with someone to report a missed
delivery, this can be done online or over the phone with our automated attendant or email. By not
reporting the missed delivery no one is aware of the delivery issue to get corrected. Your outstanding
balance must be paid in order to restart your delivery.

If you have any further questions or need any additional information, please feel free to contact us as
************ between 6:30 a.m.-4 p.m. central time Monday through Friday or email us 24/7 at
********************.
Initial Complaint
Date:12/23/2022
Type:Billing Issues
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 had canceled my subscription to the post-dispatch. They called back telling me they want me to come back with a 30 day free trial and I agreed with that and received mail from the post-dispatch with a bill of $66.99. When I called them about that, they stated they don't have a 30 day free trial and I need to pay the subscription of $66.99. I canceled the subscription again today and just want my 30 day free trial they promised.
Business Response
Date: 01/11/2023
Our response is attached.
The St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ****’s complaint seriously. We
are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the St.
Louis Post-Dispatch.

Upon reviewing her account details, we see that Ms **** started a 30 day complementary subscription
to the Post-Dispatch on 11/27/22 in which she cancelled on 12/24/22. The bill which she received was
a renewal bill to continue after the 30 day complementary. We have restarted her subscription for 1
week to ensure she receives her full 30 day complementary subscription as promised, the subscription
will stop unless she contacts us to continue.

If you have any further questions or need any additional information, please feel free to contact us as
************ ** ***** ** ** ********************.
Initial Complaint
Date:12/13/2022
Type:Billing Issues
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.
On Sep. 30 at 9:30 a.m. I called Post Dispatch customer service to cancel my subscription. I was offered a free month of delivery to see if I would reconsider. I accepted this.

I was billed on Oct. 28 and on Nov. 29.

I called PD customer service and asked what happened to my free month?
I was told there was a missed payment back in April.
I use an auto pay for this account and there were no missed payments.
Business Response
Date: 12/14/2022
Our response is attached
The St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ******* complaint seriously.
We are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the
St. Louis Post-Dispatch.

Upon reviewing your account we see that agent only applied one week’s credit and not a month’s credit
as promised. We processed a refund in the amount of $11.33 on 12/7/22 back to the credit card on file.
We have requested an additional refund in the amount of $81.92 so you will receive a full refund of your
last payment made on 11/28/22. Refunds can take up to 15 business day to process.

If you have any further questions or need any additional information, please feel free to contact us as
************ or email us at *********************
Initial Complaint
Date:11/22/2022
Type:Sales and Advertising Issues
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 requested NUMEROUS times that they stop calling me because I am not interested in their paper. They continue to harass me on a daily basis and will not remove my number from their system. It’s the same people calling daily
Business Response
Date: 11/23/2022
Our response is attached
The St. Louis Post Dispatch values its readers’ feedback, and we take Mr. ********* complaint seriously.
We are sorry for any inconvenience this has caused and want to thank him for being a former reader of
the St. Louis Post-Dispatch.
We have requested your phone number removed from telemarketing. Pre FCC telemarketing rules we
have up to 31 days to remove your phone number from our call lists. We are hopeful that the calls will
stop much sooner than 31 days.
If you have any further questions or need any additional information, please feel free to contact us as
************ ** ***** ** ** ********************
Initial Complaint
Date:11/09/2022
Type:Sales and Advertising Issues
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.
In June they sent me a bill which I paid. They sent another in September that was paid as well. That would take me to December. I can show on my bank statement where the payment was made over the phone. Last month, I get an email saying that the bill was due. I have called four times to speak to a supervisor. I finally talked to talk to someone who said they would call me back. I haven't received a call and they stopped the subscription.
Business Response
Date: 11/10/2022
Our response is attached
The St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ****** complaint seriously. We
are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the St.
Louis Post-Dispatch.
Upon reviewing your account we see that last payment posted to your account was on 6/16/22 in the
amount of $51.87. Please provide us with a copy front and back of your cancelled check from your
September payment and we gladly research this and get the payment posted to your account and your
subscription restarted.
If you have any further questions or need any additional information, please feel free to contact us as
************ or email us at ********************.
Customer Answer
Date: 11/10/2022
Below are two copies of information from my checking account. The first is a copy of the credit the Post Dispatch completed. The second is the withdrawal the Post Dispatch made from my checking account on Sept. 21, 2022. The September copy is where I full paid the bill due. I do not know why they returned part of the money. Then on Oct 6, 2022 they returned a portion of that payment. They can either return the remainder of my money or re-start paper delivery.
Customer Answer
Date: 11/15/2022
Complaint: ********

I am rejecting this response because: I have sent the copies of of the checks and I have yet to receive my refund.

Sincerely,

****** ****
Business Response
Date: 11/23/2022
Our response is attached
The St. Louis Post Dispatch values its readers’ feedback, and we take Ms. ****** complaint seriously. We
are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the St.
Louis Post-Dispatch.
We have located the missing payments and have requested a refund of $30.45. The refund was made
back to the original form of payment. Per her request we have also restarted her home delivery
subscription.
If you have any further questions or need any additional information, please feel free to contact us as
************ or email us at ********************
Initial Complaint
Date:10/18/2022
Type:Delivery Issues
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.
They can not get the paper to us on a timely basis. Every week we miss at least 1 paper. I spoke with them and told them that I am paid up. They continue to say they will give me a credit, but I just want the paper. I have been a customer of theirs for about 4 years. I asked for a supervisor to call but they never reach back out to me.
Business Response
Date: 10/27/2022
Our response is attached.
Initial Complaint
Date:10/12/2022
Type:Sales and Advertising Issues
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 signed up for a promotion for the STLToday online newspaper. The promotion was for six months and it only cost $1. I used a credit card. Before the six months were up, I noticed that my credit card had been charged the full amount, $3.95. I tried cancelling and it didn't work. I have called the PD the customer service person didn't know how to solve the problem.
Business Response
Date: 10/12/2022
The St. Louis Post Dispatch values its readers’ feedback, and we take *** ***** complaint seriously. We
are sorry for any inconvenience this has caused and want to thank her for being a loyal reader of the St.
Louis Post-Dispatch.

Upon reviewing her account we see that she that her digital subscription was cancelled on the
expiration date 10/9/22. A refund request has been made for her last payment. Refunds can take up to
15 business days to post back to her credit / debit card.

If you have any further questions or need any additional information, please feel free to contact us as
************ or email us at *********************
Customer Answer
Date: 10/12/2022
Complaint: ********

I am rejecting this response because: I am not exactly completely rejecting it but prior to my contacting BBB I called stltoday.com and the customer service person sounded like she had no idea what she was talking about. She told me in 3 weeks a check would be mailed to me for a refund. When I asked if she could just post a credit back to my credit card she said she had no idea how to do that. Since I had tried several times to cancel & it had still showed my account as "active" I was afraid they might use my credit card on file to keep charging me every month so I deleted my payment method to protect against that happening.Since then I filed a dispute with my credit card company --- I will contact them to see if they can accept a credit back without me re-entering my credit card information on stltoday.com. If that is possible to do so I will then consider this dispute resolved.

Sincerely,

***** *****

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This business has 1 alert

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Customer Complaints Summary

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St Louis Post-Dispatch is NOT a BBB Accredited Business.