Complaints

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:02/18/2025

  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 called the customer service number a hundred times regarding my Dispatch paper delivery. I put my paper on vacation hold on Dec 23, 2024 & restart Jan 14, 2025 . When I contacted customer service they always say we have credited your account for missed delivery & U will received a paper the next day this has been going on for a month & still no paper. Also recently I subscribe to The USA Today & the same ole story no paper. My last contact was yesterday Feb 17, 2025 for the Dispatch & USA Today. I would appreciate any help to resolve this issue & get to reading the Dispatch & USA Today once again. Thank U very Much, ***** ******

  Business Response

  Date: 02/19/2025

  ***** ******
  **** ******** ** *** **
  ******* ** *****
  Daytime Phone: **********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ****** and the delivery of the paper. We apologize for any inconvenience or frustration this may have caused. Our automated services are designed to be user-friendly and help avoid holding the line for an agent.  Essentially, they both add the same complaints to an account.  When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  We were able to locate the USA Today subscription at Mr. ****** address. Delivery was to start on 02/17/25. I have entered a complaint for the missed delivery. The account is in someone else's name. That person will need to call and report any new missed deliveries.
  
  Mr. ******** account has been documented and credited accurately for the Columbus Dispatch. We notified the distribution manager of the concerns and asked for an immediate correction. This will generate a resolution.  
  
  In regards to vacation stops or other non-delivery: If you request that we not deliver a print edition for vacation or any other reason, or if we fail to deliver a print edition to you for any reason, your subscription continues, including your full access to our content through our digital platforms. For periods less than 28 consecutive days, billing continues. Credit days will be issued for any days in excess of the first 28 days. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 03/03/2025

  I recently sent U an inquiry about my non delivery of the Columbus Dispatch & USA Today it’s been a month & a half & still no delivery any assistance in this inquiry is greatly appreciated

  Business Response

  Date: 03/10/2025

  ***** ******
  **** ******** ** *** **
  ******* ** *****
  Daytime Phone: **********
  E-mail: ********************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding Mr. ****** and the delivery of the paper. We apologize for any frustration and inconvenience this may have caused. We have contacted upper management and it has come to our attention that the customers address is mail delivery only. We are currently working to get this issue resolved and set up the mail delivery correctly. Our sincere apologies for the delay. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 03/10/2025

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/17/2025

  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 are not putting my newspaper on the porch, and *** and I are both disabled, and we've asked them to do that and they won't do it. And that's all I can think of right now. Thank you.

  Business Response

  Date: 02/18/2025

  February 18, 2025
  ****** *******
  **** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ************************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ******* and the delivery of the paper. We apologize for any inconvenience or frustration this may have caused. A few years ago our delivery policy changed in order to ensure that we can complete deliveries to all of our cus***ers in a timely manner each day, we now only deliver the paper the driveway or as close to your residence as possible. We can assure you that we remain committed to providing the best service possible, which includes consistent and timely delivery.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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 received the Columbus Dispatch and paid for a full subscription for 70 years. I have not received the Dispatch for the past 4 days. I have called the phone number provided every day to with no response.

  Business Response

  Date: 02/13/2025

  February 13, 2024
  
  ***** *******
  **** ************* **** *** ***
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *****************
  
  Complaint *********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ******* and the delivery of the paper. We apologize for any frustration this may have caused. His route has several people substituting for it at this time so it is being delivered by a few different people. Someone has been missing him and does not realize it, We sincerely apologize for the inconvenience.
  
  
  
  Thank you,
  Mr. *******’s account has been documented and credited for the missed deliveries. We notified the carriers and their manager of the concerns and asked for an immediate correction. This will generate a resolution.
  
  We appreciate the opportunity to address these concerns.
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:11/26/2024

  Type:Customer Service 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.

  My 98 year old father stopped receiving daily deliveries 10-8-24. He doesn't have the cognitive ability to view the online version. The problem was reported to the Dispatch customer service line (877-734-7728) beginning 10-10-24 and with a few exceptions, daily since then. Customer service acknowledges all prior calls, apologizes, offers a refund, and says they'll escalate it to a manager to resolve. As of now, 11-26-24 he's received no paper and only a partial ($30) refund along with an apology email from Gannett. It's been 7 weeks, 42 missed deliveries with no explanation. From what I can tell the Dispatch has no US based customer service management you can speak to. Gannett has charged the full amount ($75) for October, partial, $44.13 for November and provided nothing while I've purchased the 42 papers at $3.00/day at the local supermarket.

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  ******* *****
  **** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: *****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ***** ***** and his newspaper subscription to the Columbus Dispatch. We truly apologize for all of the delivery problems that they have been dealing with. We have reached out to several people and the District Manager regarding this matter and the fact that it has not been resolved. We just received a response from the team working on this and were told that since we migrated to a new system, there have been numerous problems with our router and unfortunately, this was one of the routes involved. We were told that the issue was just resolved earlier today after a long meeting with technical support and that the carrier this falls under will be notified personally to get this paper started under the correct route immediately. We are so sorry. Sometimes when things like this happen, customer service is not made aware that there is a problem in the background so that they can let the customer know that there is a problem. We did credit the account $120.00 on 11/20/2024 and I have verification that a refund was processed in the amount of $119.17 back to the credit card on file just this morning. Mr. ***** should see the transaction in his credit card transactions within the next 7-10 business days, at the latest.
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Business Response

  Date: 12/06/2024

  December 6, 2024
  
  Complaint #********
  
  We have spoken to Mr. ******** son, Mike, and verified that they have started receiving the paper as of two days ago. Per our conversation with him, he will be closing the complaint.
  
  
  Regards,
  
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 12/09/2024

  
  Delivery has been restored as of 12-4 and refund received for missed deliveries. I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/24/2024

  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 contacted the customer service three weeks in a row now about not receiving my sunday paper. I want them to provide the service I'm paying for instead of offering a no charge for the missed delivery.

  Business Response

  Date: 11/25/2024

  November 25, 2024
  
  ******* *******
  **** ********* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***********************
  
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* ******* and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and their Route Management team to let them know that there is a continuing issue with this route that needs to be addressed immediately. This should generate a quick response and resolution. Again, we apologize for the inconvenience this has caused.
  
  
  Mr. ********* account has been documented and credited.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 12/02/2024

  I have had no luck getting my paper delivered. I complained to bbb last week about not receiving my paper and like magic it was there the next day (Sundays paper on a Tuesday) Now a new Sunday has rolled around and no paper. I'm about to cancel the service as they seem to be reactionary and not able.to add me to the route.

  Business Response

  Date: 12/26/2024

  December 26, 2024
  
  ******* *******
  **** ********* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***********************
  
  We have been in contact with the District Manager and the Distribution team letting them know that it had not been resolved. We did receive word back that it would be taken care of. We have left 2 messages for Mr. ******s to return the call to verify that he has been getting the paper but have not heard back from him as of yet. There are no new complaints on his account since 11/21 so we believe that this has been addressed and resolved.
  
  Gannett, Inc,
  
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 01/02/2025

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:10/21/2024

  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 have called the dispatch several times about not receiving a paper on my daily delivery day. I have not received a paper in six months and they continue to say they are working towards fixing the problem. I am now unable to get anyone on the phone for the last several days and I want to cancel and I want my money back because I was promised that this issue was resolved

  Business Response

  Date: 11/05/2024

  November 4th, 2024
   
  ****** ********
  **** ******* *****
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
   
  Complaint *********
   
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ********  and the delivery of the paper. We apologize for any frustration this may have caused. We recently went through a system conversion and some processes were delayed. We have reviewed Mr. ********** account  and his missed deliveries have been documented.  We will stop the account and refund his last payment of $14.00. This process will take 10-14 days.
   
  We appreciate the opportunity to address these concerns.
   
  Thank you,
  Subscription Management Specialist Team Lead

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair 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 switched to an online only subscription at the beginning of July. I am still getting the print edition delivered to the house. I have made 5 phone calls to the help line and each time they say they are escalating the notice to the carrier but the carrier is clearly not getting it or paying attention to it. It became a potential real problem because we went on vacation and the papers just piled up on the driveway, advertising we werent home. What is unreal to me is that the carrier STILL delivered each day, even though there was a noticeable pile, like it should have been a clue for them to check if that house should be receiving the paper. There seems to be no local phone number to call for help and the overseas phone center doesnt have any teeth, so to speak, to help me correct this. I am not paying for home delivery, you would think that the business would not want to give me a product Im not paying for.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  ***************************
  *********************************************************
  Daytime Phone: **************
  E-mail: ****************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding *************************** and the delivery of the paper. We apologize for any frustration this may have caused. We have contacted the District Manager and his team of Managers to resolve this. The carriers get updated route sheets daily and sometimes changes get missed. We received a response from them stating that it would be addressed immediately. There have been no delivery charges since the 7/13/2024 change to digital. We apologize for the inconvenience she has experienced.
  
  
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead

  Customer Answer

  Date: 08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The paper seems to have finally stopped coming. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/16/2024

  Type:Product 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 contacted the Help Center by phone on June 13 to cancel my subscription after I was unable to do so online. The representative informed me that the renewal had already been charged to my credit card and would be refunded. On June 20, I followed up by phone on the status of the refund. The individual I spoke during that conversation informed me that the previous representative was not permitted to offer a refund and said that my subscription had been renewed at a new rate, higher than the prior promotion rate. Indeed, my credit card statement showed (and still does show) a $59 charge dated June 13. I insisted that the charge be refunded as had been previously represented and rebuffed his offer to prorate the refund for service between my initial call and my follow-up call. My understanding after the June 20 call was that the full $59 would be refunded to my credit card within 15 days. When a refund was not issued, I followed up via instant message on July 10 after an email I sent to [email protected] (an address listed on the account maintenance page) was returned as undeliverable. During that exchange, I was informed that the refund was initiated on June 22. The company requested another 3-7 business days to look into the matter. I do not yet see the refund on my account.

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  **** *****
  
  * ** *****
  Daytime Phone: ***** ********
  E-mail: ******************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding **** ***** and his  eNewspaper subscription to the Columbus Dispatch. Unfortunately, we did not have Mr. ***** address or phone number on the account. The refund was authorized to be issued on 06/24/24. We contacted Mr. ***** in regards to his refund of $59.00 and explained the details. He was able to provide the information we needed to proceed with a refund. We explained this process may take a few weeks. He has our direct number and can contact us if he has any questions. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 07/18/2024

  
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:04/23/2024

  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.

  BBB transcribed from hard copy complaint form: Paid in full for 1 year $732.60 check # **** - 06/06/2023. Account # **** * ** ** - Paper delivery eratic. No paper March 19 - April 30 - no paper called everyday. Can answers received. Talked to a live person about 3 times - usless. I stoped calling. Paper stated again April 1 - on and off delivery.

  Business Response

  Date: 04/24/2024

  April 24, 2024
  
  ******* *******
  *** ******** **
  ********* ** *****
  Daytime Phone: ***** ********
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ******* ******* and the delivery of the paper. We apologize for any frustration this may have caused.   
  
  Any complaints lodged against a carrier are placed on the account automatically if subscribers use our automated services and our agents are diligent in placing missed delivery complaints and escalating excessive complaints. When a subscriber requests a credit for a missed delivery, the expiration date of the account is extended by one day; this is not reflected in renewal notices or online.  
  
  Mr. ********* account has been documented and credited accurately based on the choice made using the automated systems. Per Mr. ********* request we have stopped home delivery effective 04/25/24. Once the account has stopped a refund will be issued for the remaining amount of $133.58. Please allow up to 4 weeks for the refund to be processed and mailed USPS. 
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

• Initial Complaint

  Date:04/17/2024

  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.

  BBB transcribed from handwritten letter and hard copy complaint form received via US Mail: 1. Missed papers, almost weekly (since Aug. 2023) 2. Wet papers ( 3 times last week ( week of April 1st) 3. Home delivery mgr (614-540-6836( will not call back (last call 3 weeks ago) 4. Have a newspaper in my gutter (front of house) do not know how long it has been there 5. Paper should be left on front porch, not in driveway, told it was new policy, nothing can be done about it 6. Can't tell me what subscription rate is per month 7. Tell me they are taking care of the problem, it is getting worse by the day 8. Any letters from paper, new policy, pricing are never dated 9. April 5 edition of Dispatch wrote in his column, making fun of deliver ( see attached) We have subscribed to The Dispute for close to 50 years - never seen such problem, all we ask for is to receive the paper on our front porch. I didn't know it was such an issue. Thank you. ****** * **** ************ (any questions)

  Business Response

  Date: 04/18/2024

  April 18, 2024
  
  ****** **** *** ******* **
  ********* ** *****
  Daytime Phone: ***** ********
  E-mail: ***************************
  
  Complaint #********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** **** and the delivery of the paper. We apologize for any frustration this may have caused. We have reached out to the District Manager and their management team to get them involved so that we can get a quick resolution to this situation. We have received a response from them that this will be addressed immediately and followed until it is resolved.
  
  Ms. ****s' rate is $32.07 per month. Our new policy in place is that we no longer deliver to the porch. All deliveries are driveway only. We had to put this policy in place to keep the carriers on track to deliver within our required time frame. There became so many porch delivery requests that they couldn't stay on a schedule for their routes and it was causing issues with many customers. It is the same for all Columbus customers. We apologize for the inconvenience.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead