ComplaintsforSun Coast Media Group, Inc
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Complaint Details
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Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 7, 2022, I purchased a subscription to the Venice Gondolier in the amount of $54.60 for 6 months of delivery of the Venice Gondolier which is published on Wednesdays and Saturdays. Since then, I receive a newspaper about once every 2 weeks. So 3 out of 4 papers are not delivered. I call the customer service department. No one ever answers the phone. I leave a message and supposedly my subscription is extended for one day each time the paper is not delivered. The voice mail message says I can read the ***Edition" on line. That is not acceptable. I am paying for the paper to be delivered and the cost of delivery is included in the subscription price. I have requested to speak to a customer service person numerous times. I have had to wait for 2 to 4 hours for a call back. I have requested to speak to management but no one in management has ever called me. This is terrible customer service. I either want my paper delivered every week as I have paid for or I want a refund for the unpaid subscription amount.Customer response
01/26/2023
I just received a refund on January 23, 2023 after making several calls and an email to Sun Media Group. I now consider the matter closed. Thanks for your assistance.
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Initial Complaint
04/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Cancelled subscription and was charged additional monthBusiness response
06/23/2022
Business Response /* (1000, 13, 2022/06/08) */ This verbal response was taken by BBB. We charge subscriptions ahead of the month of the subscription. The customer was charged for their May subscription on 4/29/2022. The customer cancelled their subscription on 4/30/2022. We have a no-refund policy. The customer has a balance on their account they can use in the future.Initial Complaint
03/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I pay for delivery for the Venice Gondolier on Wednesdays and Saturdays. I have not received my paper the last 2 delivery days. On Saturday, I could not reach a customer service person. However, I left a message that I did not receive delivery of the paper. No contact was made by the Gondolier. Today, I again did not receive a newspaper. I called the Gondolier at 3:00 p.m. and again could not reach a customer service person. I left call back information. When I did not get a call back, I called again at 3:15 p.m. I stayed on hold until 4:00 p.m. when I finally gave up. I noticed that the Gondolier tried to call me at 3:58 p.m. - while I was on hold for them. I called the Gondolier a few minutes after 4:00 p.m. The message said they were closed and that I should call back between 8:00 a.m. and 4:00 p.m. The Gondolier's customer service is terrible. Paper delivery is not any better. Either I want the paper to be delivered on Wednesday and Saturdays as I have contracted for or I want a refund of the money I paid in advance for newspaper delivery.Business response
04/18/2022
Consumer Response /* (3000, 11, 2022/03/22) */ A person from Sun Media Group called me before I filed a Complaint with the BBB. He said the carrier left their employment. I then had to call the paper for the next 2 Wednesdays and Saturdays to report no delivery. Later in the day, I did receive a newspaper. Last Saturday was the first time that I received a newspaper in the morning without calling the paper. No one from Sun Media ever called me in response to this BBB Complaint. I guess we will need to see if paper delivery becomes regular. I did not think the Sun Media Customer Service was very friendly or effective. Consumer Response /* (2000, 16, 2022/04/13) */ I received a call from the BBB today, requesting an update on this Complaint. For the last 2 weeks, I have been getting a paper (Wednesdays and Saturdays). The paper does not come early like other newspapers early in the morning. However, someone is dropping off a paper before 10:00 a.m. or 11:00 a.m. on Wednesday and Saturday. This is not an ideal solution but at least someone is making an effort to provide the service which I have paid for.
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.