St. Louis Post-Dispatch Customer Service Issues

I have noticed a decline in your customer service over the years. The delivery person is frequently late or misses deliveries, and when I call to complain, another paper is sent out. Today, when I called customer service, it seemed like it had been outsourced, which was frustrating. I am on a monthly subscription and received a postcard about a rate increase. My previous complaint about being charged for digital access was resolved, but now my rate has increased to $27 with a $3.25 digital access charge. Despite my efforts, I couldn't get the charge removed. I am also concerned about the subscription for my 95-year-old mother in a nursing home as she doesn't use the internet. As a retiree on a fixed income, I am unhappy with these increases, especially considering the delivery issues and the unfairness of being charged for digital access. I am contemplating canceling my subscription, but was informed that canceling the digital access would further increase my monthly cost to $41. It feels unjust that while some access your content online for free, I am paying for both the digital and physical paper. I expect a response within two weeks as my wife and I review our options with your paper.

I have been trying to have my paper delivered since July 15th. After my original subscription was canceled and a new one started due to non-delivery, I am still not receiving the paper. Despite multiple calls to customer service, the issue persists. Even promises of redelivery from the supervisor have not been fulfilled. I have received credits, but the problem remains unresolved. I am frustrated with the lack of progress and communication. I would appreciate it if a manager could contact me to reach a satisfactory resolution. Contact me at [redacted] or [redacted] Thank you for your attention to this matter.

I've tried four times to cancel my subscription to STLToday without success. Despite assurances from previous agents, I'm still being charged. Recently, I spoke with a manager named Hector, who promised to cancel the subscription, but couldn't provide any confirmation. St. Louis Post Dispatch seems more focused on gaining subscriptions than resolving customer service issues. Hector requested details on previous agents I spoke with, as there were no notes of my cancellation requests. The lack of communication between subscriptions and customer service is concerning. Each time I've contacted subscriptions, they inquire about my reasons for canceling, yet the charges continue. I request a gift card for the inconvenience and written confirmation of the cancellation.

I am disappointed with the delivery service quality recently. It's frustrating not receiving the paper, even on mild weather days. I am unhappy with the recorded messages when contacting customer service, and the papers arriving wet on rainy days. Despite numerous complaints in the past, the service has not improved. I am considering canceling our subscription if the situation doesn't get better. We have been loyal customers for over 40 years, but the current service is the worst we have experienced. I hope for a resolution; otherwise, I will have to terminate our subscription. Thank you, The Frost's

I have been a loyal customer of the St. Louis Post Dispatch for a long time. Recently, our delivery rate saw a significant increase from $44 to over $61 per month. Despite calling three times to inquire about options, I was promised callbacks that never came. It has been over 3 weeks now. Surprisingly, my neighbor just 2 houses down is paying only $[redacted] for 6 months of delivery, which is well over $[redacted] less than what we are paying for the same period. After speaking with others, I discovered that many are paying much less than we are. It seems that new subscribers are getting a better deal at just over $[redacted] for 6 months without coupons. As a loyal customer, I believe this difference in pricing is unfair. I am still waiting for an explanation and a call back from the company. Thank you, Marilyn W.

I'm trying to restart my paper delivery and correct a billing issue. On 4/18, I spoke with your customer service regarding my stopped delivery. I was informed of a past due bill covering the period from 1/13 to 3/9, but I had a vacation hold from 1/20 to 3/8 which wasn't reflected in the bill. I was promised a corrected bill and delivery resumption. However, it has been 5 days since then, and there has been no delivery. This morning, when I called, I was informed that while there was a record of my call, no action was taken. I tried to reach someone in billing but received no response. Upon contacting customer service again, I was told I need to pay a $66.00 bill before resuming delivery. As a long-standing loyal customer, I'm disappointed with the lack of responsiveness and resolution from customer service. I hope to resolve this issue promptly.

I have not received a newspaper since April 19th. Despite contacting the newspaper three times, I continue to face this issue. I live in Quincy, IL, and have been a loyal subscriber for years. The paper is meant for [redacted] No. 24th, Quincy, IL, but I am told to pick it up instead of having it delivered. This has been the routine for many years, causing me great frustration. My efforts to resolve this with Toby and Chris have been unsuccessful. Can someone please assist me with this matter? Thank you. - Shirley D.

As loyal customers for over 20 years, we have noticed a decline in the timeliness of our daily paper delivery. This issue has been particularly noticeable during summer and has become more frequent recently. Today, on Thursday, August 29th, at 8:30 am, we are still without our paper. Our day traditionally starts at 4 am with coffee and the paper, so this delay has been frustrating for us. It appears that the individual responsible for deliveries in our area is not fulfilling their job duties reliably. We are truly disappointed by this ongoing problem.

My name is Curtis Hecke and I reside at [redacted] Bountiful Lane, Belleville, Illinois, [redacted]. I contacted the subscription office of the St. Louis Post-Dispatch on either Monday, Dec. 9th, or Tuesday, Dec. 10th, to subscribe to the 4-day (Thursday to Sunday) daily paper for 26 weeks, which I paid for with my credit card. Although I received the papers on Thursday, Friday, and Saturday, I did not receive it on Sunday, even after checking multiple times. I would like the missing paper to be replaced with a future issue and to ensure that such a delivery issue does not occur again.

I initially subscribed to receive the weekend paper only. However, my delivery was changed to daily without my permission, resulting in higher charges that depleted my payment quickly. I would like to request a correction to be made to my account and be charged only for weekend service moving forward. It is important to me to pay by check rather than credit card. This marks my third attempt to resolve this issue. Regards, C. Young

I have filed numerous complaints about the inconsistent delivery service, but nothing has improved. Often, we don't receive the newspaper at all, or it arrives late in the day. It seems the carrier skips days and then delivers two papers the following day, which is unacceptable. I expect to receive my paper daily as I am paying for it. Kindly provide a refund for the two weeks of missed papers. We are only sticking with the Post Dispatch because it's the sole option, but the customer service and delivery are severely lacking in quality.

I have made multiple calls in the past week regarding the location where my newspaper is delivered. Previously, it was placed near the garage door for easy access, but the new delivery person now leaves it closer to the street, making it challenging for me to reach with my walker. I know it's feasible to have it by the garage door as the previous driver did it like that. After some calls, the paper was correctly placed by the garage door on Saturday and Sunday, but this morning it was back near the sidewalk, too far for me to reach. Despite contacting operators and district managers, the issue persists, and I am unable to speak to anyone beyond the operator. I kindly request assistance in resolving this matter as I prefer not to cancel my subscription. Thank you.

I recently reached out regarding my Sunday edition from January 26, [redacted]. There was an error in the crossword puzzle, which is the main reason I purchase the paper. Despite the solution being updated, the puzzle itself was a repeat from the previous week. To address this, I requested either a corrected paper delivered to my home or a refund. I typically purchase the paper at the store due to previous issues with home delivery. Please contact me via email at [redacted]

The paper delivery has become unreliable lately. I called yesterday about missing the Post. Saturday, I only received the advertisement, Sunday I got both Saturday and Sunday editions after contacting a representative. However, there was no paper on Monday and Tuesday. I usually received the paper even during snowstorms, so I believe it's the delivery person's fault. I was assured that the district manager would be informed, but I still haven't received today's paper. I would like the paper delivered by 7:00 AM daily, as promised. The subscription is under Joan Hart's name at [redacted] Mockingbird St. Charles, MO [redacted]. Please address this promptly as I don't have time to constantly call about the missing paper. If this continues, I will expect a refund for the remaining subscription. Thank you, G. Craig Hart.

Since November [redacted], our delivery service has been consistently poor. Despite my daily calls reporting the missing paper, no improvements have been made as of today, February 4, [redacted]. This morning, I spent 30 minutes on hold trying to address this ongoing issue. My father, a 95-year-old WW2 veteran, has subscribed to a St. Louis-based newspaper for 75 years and has resided at his current address for 38 years without any problems. However, recently, he has not been receiving his paper despite always paying on time. It's incredibly frustrating that a loyal customer like him is not receiving the service he eagerly anticipates daily. What is causing this sudden decline in service for someone who has been so faithful for decades?

In January, my wife and I left St. Louis to visit relatives for over three months, returning on May 10. I didn't cancel or pause the subscription since I planned to let it expire, and I allowed my friend to have the newspapers until then. Now, after coming back, I received a bill for $70.08 for the period I was away. Despite contacting your agents multiple times, they have informed me that I can't start a new subscription until the outstanding bill is settled. I've been a loyal subscriber for over 50 years and have always been punctual with payments. I intend to clear the bill, but I'm utterly dissatisfied. It seems like you don't value your customers.

I have previously reported delivery issues, and I am still experiencing problems. Please avoid billing me for the paper on specific dates in June. Today, when I returned to my apartment, I realized that no papers were delivered. It would be helpful if the delivery person wrote the apartment number on the paper. There are [redacted] apartments in Heritage Senior Apartments, and this simple addition would assist with accurate delivery. I enjoy reading the physical paper, but if this issue persists, I may need to switch to the online version. Thank you for your assistance. Sincerely, Wauneta Geno at Heritage Place Apartments LLC, [redacted] St. Cosmas Lane Apt [redacted], St. Ann, MO [redacted] Thank you.

Today, my paper didn't arrive by 6:45 as usual. After calling and hearing that it was delayed but would be here by 8:00 AM, I waited until 8:45 with no luck. After contacting an agent at 8:50 who promised to send a replacement, it still didn't show up. Following up at 11:50, another agent informed me that late deliveries should be here around noon, yet it never came this afternoon or evening. I'm frustrated with the frequent missed deliveries this year, around five or six times. Additionally, the mix-up where my paper was mistakenly delivered to neighboring houses - on the right, left, and across the street - has been a recurring inconvenience. It's evident that it was intended for me, as those neighbors usually do not subscribe to the paper.

On November 29, a Sunday, we didn't receive our paper. Again today, December 7, it's 10:30 am, and still no paper. This makes about 30 papers missed since September. I've reported this every time. As we have direct pay, I haven't noticed any credit or reimbursement. As subscribers for over 50 years, it's disappointing. Despite calling multiple times, no account supervisor has returned my call as promised. Seeking assistance. Phone: [redacted]. Address: [redacted] Meadowview Dr., Pacific, MO, [redacted]. - Daniel/Catherine Dorenkamp

I reside in a sizable senior living apartment complex called Friendship Village Sunset Hills. A significant number of residents, including myself, subscribe to the Post Dispatch. Initially, the paper was delivered door-to-door. However, we have now been informed that deliveries will only be made to the front desk. Management has instructed us to request the Post to include our apartment number, [redacted], on the paper so we can collect it from the front desk. Could you please ensure that [redacted] is added to our paper for easy pickup? We pay over $[redacted] annually for the paper, and despite the change in delivery method, our fee has not been reduced. This small adjustment would greatly benefit us. If this matter is not resolved, there is a risk that residents may opt not to renew their subscriptions, which would be a significant loss for the Post.