Kansas City Star Customer Service Issues

We previously had the KC Star delivered to our old address at [redacted] West 107th, #[redacted], Overland Park, Ks, but canceled it upon moving on April 20. We have already paid $[redacted].00 to have the newspaper delivered to our new address at [redacted] West 106th, #[redacted], Leawood, Ks, and this has been arranged. Despite several calls requesting $29.00 for the old address, we do not owe anything there as we have settled all our dues. I have informed each caller about this misunderstanding. Any claims against our credit will be addressed by our lawyer. We value our over 60 years of patronage and are disappointed with the unhelpful responses received. Please assist us promptly. Sincerely, Mrs. J. Humphrey

I am voicing a concern that mirrors my mother's experience. I am disappointed by the inefficiency displayed by your employees in executing simple directives. I am uncertain if the root cause is illiteracy or the ambiguity of instructions from higher management. This issue has persisted and is not isolated. During my last contact, the TV guide was received promptly, but their birdbath remained overturned for several days. We are contemplating escalating this matter to the BBB or any available dispute resolution service. Regrettably, despite these shortcomings, automatic payments from their account continue monthly. This practice seems unethical, particularly when dealing with older individuals. A resolution we seek is a refund for at least the previous month due to this recurring problem.

We did not receive our newspaper last Saturday. I went out to buy one and was surprised when it cost $4 at the checkout. The cashier and I realized it was actually the Sunday paper with fewer ads, even though it was only Saturday morning. Today, when I bought the paper, it was soaked and not bagged. The weather is usually on at 10 pm every night, so it's frustrating that the delivery drivers don't seem to pay attention or take the extra care to bag the paper. When we report these issues, we are informed that a credit will be applied to our account. I wonder whether the credit will be at the subscription rate or the higher store price. These additional costs are starting to add up on top of our already long-standing 50-year subscription.

My neighbors, the Shaws, residing at [redacted] Charlotte Street, KCMO [redacted], can be reached at [redacted]. They should be receiving the paper daily, but unfortunately, today (09-05-[redacted]) it was not delivered. This is a recurring issue, with papers not being found in their fenced yard as requested. Ms. Dora Shaw, who is 97 years old, has asked for the papers to be placed in her yard before. Please contact her on Tuesday, 09-06-[redacted], to discuss issuing a credit for the missing papers and resolving the problem of misplaced deliveries. The Shaws are elderly and should not have to search for the paper they have paid for. Thank you.

Good morning, I recently received an email from the distribution center team instructing me to contact the carrier, Steve, who overslept. The woman at the distribution center can be reached at [redacted]. I am frustrated with the service at the KC Star and the lack of assistance. It has been a challenge to get my newspapers delivered on time to my home. My name is Patrick Keenan, and I can be reached at [redacted] or [redacted]. Regards, Patrick Keenan

For weeks, I have not been receiving my paper, or the USA Today I also subscribe to, which are delivered by your drivers. I believe I have identified the issue. It seems that a new driver may be delivering my papers to my neighbors next door, causing me to purchase them elsewhere. Resolving this should be simple, but unfortunately, the automated system makes it challenging to address. I kindly request to notify the driver that my address is in Sugar Creek at [redacted] S Ralston Ave, not at the corner of Ralston and Hedges where they currently deliver. If this matter is not resolved, I may need to consider ending our business relationship. Thank you. - J.F.

I recently relocated from Kansas City in May and allowed my newspaper subscription with the Star to expire. However, I was billed for unexplained newspaper deliveries and later informed of a credit due from the Star. I requested that any amount I owe be deducted from the credit and the remaining balance be donated to a school fund. Surprisingly, I received a notice that the alleged amount was sent to a collections agency. I am puzzled by this situation and question the legitimacy of the claim. I have been a loyal subscriber for 67 years and find this turn of events concerning. If there is indeed a valid claim against me, I kindly request the Star to provide evidence to support it. You can reach me via email or send a written response to my address at [redacted] Crabapple Circle, Four Seasons, MO [redacted]. Thank you. John E. Wagner Sr.

Account number [redacted]4 belonging to GinaLesh from Blue Springs, Missouri, was gifted a subscription last Christmas. Initially residing at [redacted] SW Huntington Dr., there was a move to [redacted] SW Rock Creek Dr. on October 26, [redacted]. The change of address was communicated to Kansas City Star, and after a single successful delivery on November 4, [redacted], further deliveries ceased. Requesting an extension to the subscription until April 1, [redacted], as recompense for the missed deliveries, which caused inconvenience and required follow-up from Gina Lesh. Carol Robertson, known as Gina Lesh's mother, anticipates a prompt resolution from the company.

This marks the fifth instance of delivery issues this month. Yesterday, we got the paper as expected, but today, on December 7th, we received yesterday's paper. After speaking with our neighbor, it's evident that they also got yesterday's paper today. It's frustrating to have to contact the KC Star multiple times in a month. Your method of compensating by adding credit to the subscription instead of deducting from the bill seems unreasonable. I was supposed to receive an email confirming today's credit hours ago, but have not received anything yet. The concept of receiving "future credit" seems inadequate when the service itself is lacking. I might have to inform my heirs that they will inherit my "future credited" newspapers from the Kansas City Star. Our disappointment with the customer service at KC Star is profound. - Patti Z.

I recently had a subscription to the KC Star newspaper that I did not renew due to delivery issues. Despite informing the KC Star multiple times that I did not wish to renew, they continued sending newspapers and have now charged me for them. We never consented to renewing our subscription nor received any written notice regarding outstanding payments. After being contacted by ARM for a bill of $66.42, I reluctantly paid to prevent any credit damage. As a long-standing subscriber for over 40 years, I am disappointed by this unfair practice. I have reached out to the Better Business Bureau and discovered similar complaints from other Kansas City residents facing the same issue. It seems unethical to send unsolicited papers and demand payment. I am contemplating legal action and will escalate this matter with the Better Business Bureau if a refund is not issued promptly. I have lost trust in your publication and will not subscribe again.

I attempted to search your archives but encountered the need for a subscription. Although I signed up for a trial, I was unable to continue my search and encountered difficulties canceling. I have tried all options to no avail and even contacting you by phone proved unsuccessful. Please consider this my cancellation. I had previously canceled my subscription to support Free Press but the lack of sports information led me to this decision. Please email me a confirmation of this cancellation. Thank you for your attention to this matter.

I subscribed during the Royals Fan Fest, and my paper was set to start being delivered on 2-3-19 with a Sunday/Wednesday subscription. Despite multiple calls and promises of timely delivery, I have yet to receive a single paper. I have escalated the issue to carrier manager and supervisor levels without resolution. I have requested a free three-month full subscription and a refund for the payments made. Additionally, I would appreciate it if they stopped suggesting reading online as an alternative as I specifically opted for physical copies. My recent call marks the eighth unfulfilled promise, and I believe there should be accountability for this ongoing issue.

I have once again not received my Star TV section. I feel like I am constantly calling in to report this problem. Today, after speaking with customer service, I was ensured that it would be delivered, but this has been promised before to no avail. I even requested that if not received today, it be included in the Monday issue, though I doubt it will make a difference. The consistent failure to deliver this section, especially considering the recent price increase, is incredibly frustrating. It would be ideal if this section could be sold separately at Quick Trip to alleviate this issue. My patience is wearing thin, and I am considering stopping the carrier tip I provide. As a loyal customer, I expect better service from the KC Star. This ongoing problem needs to be addressed promptly to retain me as a customer. MJL

I have not received my paper from Monday to Thursday despite calling twice on Tuesday and Thursday. I was informed that my issue has been "escalated," but I am unsure of what that means. I prefer the physical paper over an electronic copy, as I struggle to navigate it. I rely on the paper for local and national news and am growing impatient with the delays. When attempting to contact the STAR for delivery issues, the process was difficult to navigate. It seems the STAR could benefit from enhancing their customer service. If this problem persists, I may need to cancel my subscription. - Terry Brown

The newspapers at Aberdeen Village in Olathe are not arriving on time. Today, the Sunday paper was not delivered by 10:00 a.m. This issue has been ongoing for the last 10 days, causing distress to our 94-year-old friend whose daily newspaper is a highlight of his day. Aberdeen is blaming the Star newspaper, but the problem seems more complex. When I visited this morning, no one had received their Sunday paper yet. It's crucial to address this promptly, maybe starting from tomorrow. Ed Hayes Olathe

I would like to request daily delivery of my newspaper instead of a few times a week. In the past two weeks, my newspaper was not delivered seven times, causing me inconvenience. Despite the usual delivery days being Monday and Thursday, this week, the Sunday paper was missing, and I had to spend $4.50 to purchase one. Additionally, on Wednesday, I only received the paper in the late morning after calling the frustrating automated service. As a loyal Star customer for over 50 years, the inconsistent delivery is making me consider canceling my subscription. I reside in an apartment complex, but my unit is secluded, so I doubt the papers are being stolen. Thank you. - M. A. Baier

I am Dale B. from [redacted] Park Ten Ct. in Leavenworth, Kansas. It's 8:30 Sunday morning, and once again, my paper hasn't arrived. This ongoing problem is frustrating, and customer service has been unsatisfactory. I can't speak to anyone, just an automated message acknowledging the recurring issue, promising credits, and notifying the local supervisor. Despite these assurances, the paper still doesn't arrive. Many in my area have canceled due to delivery problems. I don't want to do the same, but if service doesn't improve, I may have to. Personalized customer care would make a big difference. Please address our area's inconsistent delivery promptly.

We did not receive the paper today. We are still awaiting the Sunday, 5-19 issue promised for this week. There are only a few neighbors left on our block who subscribe to the paper. Many have canceled already. Some neighbors have put up signs indicating missing papers. We are frustrated with the lack of delivery and the unresponsive customer service. We have called, emailed, and written requests for redelivery, but have not received any updates. We prefer the physical paper over reading it online and are willing to accept it even if it's late. We miss our reliable previous delivery person and are disappointed with the current service. Customer service needs improvement as it's difficult to reach a human representative for assistance. We hope this issue gets resolved promptly as we are considering canceling our subscription.

I received a letter in December asking to renew my subscription to the KC Star. I chose not to renew, so I didn't make any payment. My subscription was supposed to end on January 10, [redacted]. The day after, on January 11, [redacted], I had an accident and broke my arm. Due to this, I was hospitalized and in rehabilitation until March 29, [redacted]. Despite not renewing, I received a bill totaling $[redacted].09 from KC Star. I informed them that I don't believe I owe this amount as I never renewed my subscription and did not receive the papers myself. KC Star has handed this to A.R.M. for collection, but I stand by my position that I am not liable for the $[redacted].09 bill from KC Star.

We did not receive our paper on June 30. I called before 8 AM as previously advised, but the replacement did not arrive. Today, on July 1, we also did not receive our paper. The recorded message acknowledged our frequent calls. We reside at [redacted] East 78th in Raytown and often miss our paper, opting for a credit which leads us to purchase a more expensive copy. Despite the pricey cost, we enjoy the paper and prefer not to cancel. Our neighbor, Nellie F., faced similar delivery issues after she moved to Assisted Living, canceled her subscription, and was refunded. Yet, the paper continues to be delivered on unwanted days despite numerous complaints. We suspect a consistent delivery person contributes to these problems, as observed on a rainy day when no deliveries were made to nearby locations. Please investigate the situation with our carrier promptly.