ComplaintsforAsbury Park Press, Inc.
Newspaper
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Complaint Details
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Initial Complaint
10/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On September 14th, I telephoned the Asbury Park Press and renewed my subscription for $10.On September 17th I received an email that my subscription would be automatically renewed for $14.99 per month On September 19th at 930 AM I telephoned the Asbury Park Press about the email I received on September 17th. I was guaranteed that my credit card would not be charged. On September 24th at 615 PM I noticed my credit card was charged for the $14.99 amount. Later that night I submitted an email to the Asbury Park Press explaining my issue and asking that someone contact me. (as of 10/6 at 600 no one has contacted me)On September 25 at 10:05 I contacted Malaysha at customer service. She stated I now have two active accounts with the **********************. She also stated she doesnt know if I will get reimbursed because of a no reimbursement policy regarding digital orders. She stated she would submit a request for me to get reimbursed and it may take 7 to 10 business days. On September 25th at 6:15 I submitted another request online to the Asbury Park Press for someone to help me On September 26th ? I sent an email directly to the Editor of the Asbury Park Press to which I never received a response I am curious how many times they have defrauded other customers and if it was simply a mistake on their part there would be no delay in rectifying it. I feel that any correspondence from your office would be taken more seriously that my four attempts to bet my money back Thank you ***** *****Initial Complaint
08/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have just noticed a monthly subscription charge for *****. I immediately contacted customer service through the chat online option and was informed it was for a digitial monthly service. I didnt have any knowledge of signing up for this and was informed it was from 2021 which was initially a free trial than $1 a month than 9.99 a month, $14.99 a month and now ***** a month. I have no knowledge of any rate increases and went back through my emails from 2021 as I do not delete anything. The customer service rep ***** provided me with two dates that emails were supposedly sent out and than requestioned me why I am just noticing this now. I asked for copies of the emails and he could not provide them. I would like to see proof of this. I have not utilized your site, I have no knowledge of this large rate increase. I am requesting a partial refund.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have complained to customer service dozens of times that I need delivery by 8AM as thats when I leave for work and take the paper to read at lunch. The paper doesn't come at least until 10AM.They say they will report to the department that handles the dellivery but it still is not getting any better. I've gotten the Press for many years and I don't want to cancel. When I do get the paper, it's either on the next door neighbors lawn or on my lawn which is most of the time wet. Can you help me?Business response
06/21/2024
The Asbury Park Press regrets this customer's poor experience. We've escalated this matter to our distribution leadership team for review and correction of the service issues. We left a voicemail for the subscriber informing them of the steps taken to resolve the delivery issues and provided direct contact information in case any further assistance is required.Customer response
06/24/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
12/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have been a subscriber of the Asbury Park Press for over twenty years. About 6 months ago the delivery of the paper became sporadic at best. The past 3 to 4 months I have been lucky to get the paper twice a week.I have called customer service many times and have sent e mails.I keep getting "we are sorry" however nothing ever gets resolved. Every time they miss a delivery I go online and report it. The past two days I can't get their website to allow me to report my missed deliveries.How can a business advertise delivery, and only deliver a paper a few times a month?I also wonder how the people who pay for the advertising would feel if they found out the paper never gets delivered to the consumers door. I am not the only person who has filed a complaint, maybe just the most recent.Business response
01/04/2024
The Asbury Park Press regrets the frustration experienced by this subscriber. We've escalated this matter to our distribution management team to ensure this matter is addressed and resolved. We provided the customer with a courtesy credit and emailed them with an update regarding the steps taken to resolve this matter. Direct contact information was provided in case further assistance is needed.Customer response
01/04/2024
[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 have reviewed the response made by the business in reference to complaint ID ********, and I appreciate the effort to get my deliveries started again.
Regards,
***********************Initial Complaint
08/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I pay for a subscription which includes home delivery. There have been ongoing issues with delivery. I have been promised the problems will be resolved. They have not been resolved after MONTHS of ********** and reporting issues. All I ask is for the service I pay for. Their customer service representative had no problem telling me that 60% of subscribers have issues. What kind of business practice is that? Their customer service email keeps returning my emails as non-deliverable. They seem to NOT be interested in providing what customers pay for.Initial Complaint
08/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Let's just discuss the last 7 months. Since the beginning of the year, we have had abysmal newspaper delivery of the Asbury Park Press. I have called, I have chatted, I have e-mailed to no avail. We have not received a newspaper AT ALL in 45 days. Totally unacceptable. Two of our neighbors canceled their subscriptions because of delivery issues. It looks like they are trying to force digital newspaper on senior citizens. Again not acceptable. Not all senior citizens are computer literate. We had EXCELLENT delivery for DECADES until about 19 months ago. Then something changed. All we wish for for a daily delivery of the Asbury Park Press in our newspaper box (not the driveway). Please, please, please get the Asbury Park Press delivery team to do their job and get our newspaper delivered.Initial Complaint
06/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Since April I have a continuing daily delivery problem. At least one day every week (in May it was 2 days in a row) I do not receive a paper. I call customer service and they promise they will let their delivery service know but it still continues. I understand they now have outsourced delivery so I assume they don't have the same person everyday. So far nobody has been able to resolve this. They say they will credit my account but I just want the paper I paid for.Initial Complaint
04/25/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I lived at ********************************************* and was receiving the Asbury Park Press delivered to my house there. I moved to ******************** in late 2017 and I canceled my delivery subscription to the Asbury Park press and got the online version for my ******************** address which I decided to cancel two months ago. When I tried to cancel the subscription, they told me that I had the both the delivery and the online version for all the years since I moved from Bayville I was promised that they would look into refunding me for the all those years that I was not getting the delivered version in ********************, I have been trying to contact them with no luck in doing so and though I was promised they would call me back. I have not heard anything over the last four weeks. Their customer service has been terrible as I tried to text and talk to the representative with no help at all. Thank you please get back to me.Business response
08/16/2023
The Asbury Park Press regrets this customers poor experience. We spoke with the customer and negotiated a refund to resolve this matter. Direct contact information was provided in case further assistance is required.Initial Complaint
04/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a weekly subscription to the Asbury Park Press and they have only delivered my newspaper 5 times during the month of April. I call every day I don't get the paper and they say they are working on it and they send the same apology email every time.Business response
08/09/2023
Please find ******* and the Asbury Park Press response to the complaint of *************************** below. The Asbury Park Press regrets the frustration experienced by this subscriber. We spoke with them and confirmed their service has improved since this complaint was filed. Subscription credits were applied to offset the cost of missed deliveries. Direct contact information was provided in case further assistance is required.Business response
08/09/2023
Please find ******* and the Asbury Park Press response to the complaint of *************************** below. The Asbury Park Press regrets the frustration experienced by this subscriber. We spoke with them and confirmed their service has improved since this complaint was filed. Subscription credits were applied to offset the cost of missed deliveries. Direct contact information was provided in case further assistance is required.Initial Complaint
01/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Missed delivery's
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Customer Complaints Summary
21 total complaints in the last 3 years.
5 complaints closed in the last 12 months.