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:10/25/2022

  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 ordered the paper 5 days a week for my mother. She lives in ********, I am out of state. I paid for the subscription which ran from mid March to mid September 2022. Immediately delivery was spotty. I live out of state and tried to get my mom to report every missing paper to me, so I could report to the *** and the only remedy offered was one free paper per missing paper, added at the end of the 6 months. Of course we didn't call each one in, only NINE times, which is in itself excessive. Fast forward to October. My mom says she's not getting papers and I say right, that's because our subscription ran out. I call to sign up again and am told I OWE $42.20 FOR PAPERS I HAVEN'T BEEN GETTING. I am also told our subscription ran out in August because I didn't opt out of "Special Editions" which are magazines of some sort, which wiped out 5 weeks of the paper. I was never told about these "Special Editions". The long story short, is that I paid for 7 months of a newspaper for which I received for only 5 months, and nobody has any power, kindness, or information for the very few customers left in the world that actually care about The Denver Post, the printed paper, and gifting these things to our elders. It's fraudulent and irresponsible and I can only imagine how many people they are stealing from who are elderly or unable to keep track of the subscription scams that a supposedly reputable paper should never participate in. I was offered 2 weeks of the paper as compensation, which with all the missed papers ends up only cheating us out of at least 6 weeks. Disgusted with this service. The real resolution is continuous delivery of the paper to my mom, and all communication about renewal, etc. sent to me, the paying party, and no "special editions". Seeing that this is impossible for this company, I would like a refund.

  

  Business Response

  Date: 10/26/2022

  We need your mother's name and address so we can begin to research this matter.

  Your name, address, email and phone number are not in our database.

   

  Customer Answer

  Date: 12/01/2022

  Hello and thank you for addressing this. Here is the response:
  
  My mother's name is ********************* and her address is:
  34824 *****************. 
  *********, ** 80439
  
  I paid for the account and didn't think I would have to put her personal information onto the forum but assume it will be protected for privacy. Thank you to the Denver Post for following up. Please inform me if you need additional information.
  
  *****************************
  ********** Court Certified Spanish Interpreter 
  *************************************** 
  ************
  

  
  

  

  Business Response

  Date: 12/12/2022

  We apologize for the delivery issues that your mother had in ********* ********.  Her account has been stopped effective 11/12/22.

  Based on your calls to our customer service department, 33 days of credit was put on your mother's account during the time of her subscription.

  While we have a "No Refund Policy" and it is our policy to provide credit for any days missed, we will be issuing a partial refund.

  Please allow up to 14 days.  If you have any further issues related to this matter, please reach out to *****************************************

   

   

   

   

   

• Initial Complaint

  Date:10/16/2022

  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.

  This is the third time I have filed a complaint against th Denver Post for not delivering my daily paper. Last complaint was 10/12/2021, ID# ********** continue to not receive my daily paper which I paid $381.90.Since my last complaint (10/12/2021) I have not received my paper 37 times to date. So far for the month of October I have not received a paper on 10/1, 10/5, 10/8, 10/9, 10/16. I call customer service and they always say I will get a redelivery. Out of 37 times of no paper, I got a redelivery 2 times. I've been told this problem has been turned over to management, yet there is still no solution to the problem. Not only do I have to wait on hold every time to get a customer service rep., I have to go out and buy a newspaper which I already have paid for. My last complaint The Denver Post gave some contact numbers to call if I have delivery problems. They always go to voice mail and no return call. If I'm not receiving my paper I'm sure the other customers in Cobblestone Ranch are not receiving theirs. I would like management to resolve this problem and get me my daily paper. I get the felling they don't care.

  

  Business Response

  Date: 10/24/2022

  
  We have reached out to the local field team in your area about your delivery issues.
  They have been working on the situation and have reported that there has been some progress made.
  This continues to be an open route. Deliveries are being made by substitute carriers.
  We are being impacted by labor shortages. We are attempting to find a regular delivery person.
  Each time you call in, report a paper missed and ask for credit, we extend the expiration date for your subscription.
  Please remember that your subscription also includes 7-Day digital access to our e-edition, denverpost.com and various newsletters.

  
  If you have any issues with your subscription, our self service website is at myaccount.denverpost.com
  For any additional issues, you can bypass our call center *************) by reaching out to:
  Zone Manager **********************************************************************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************
  Member Services: *****************************************

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18231790
  
  I am rejecting this response because: This is the same response I have received from the Denver Post for all 3 times I have contacted the BBB. Always a driver shortage. That does not account for every time I request a re-delivery from customer service and don't get a paper. I should receive credit for every time I did not receive a paper, except for two times I did get a re-delivery. When I call in for a missed delivery and customer says they will request a re-delivery, I should get one.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/13/2022

  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.

  92 yr old in home hospice home owner paid for a subscription to the daily delivery of the Denver Post Newspaper to be delivered on the porch starting Sun.Oct 2 As of today Thurs. Oct 13 he has NOT received even one paper. ************* daughter (***************************** ************) have made multiple daily calls to both of their offices (****** Ave ************************* St. ************) talked to multiple so called "Supervisors" daily and still no delivery of the paper. My dad is in hospice care at home and they have wasted 2 weeks of him enjoying the morning paper with his coffee.

  

  Business Response

  Date: 11/02/2022

  Our local delivery team reports that this has been resolved.

  For any future issues, please reach out to us directly.
  

  In addition to reaching us at our call center *************), we can be reached at:
  Member Services: *****************************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************

   

   

• Initial Complaint

  Date:10/06/2022

  Type:Product 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.

  On March 24, 2022, I called the Denver Post and requested newspaper delivery for my Father. I was told that service would begin immediately and the charge would be $78. I gave them my credit card # and was charged $78 that same day. For the following five months, no newspaper was delivered and I called customer service numerous times (15+) and was consistently told that they would resolve the issue immediately. The issue was NOT resolved and I cancelled the subscription (Acct # ********** on 8/5/22 and was told at that time, by ****** the "supervisor" that a refund would process in 14 business days. No refund was received and I contacted my credit card company and opened a dispute. My CC company informed me that the vendor "denied responsibility for the charge" and the case was closed. I contacted the Denver Post again and was told a "supervisor" would call me back...that never happened.

  

  Business Response

  Date: 10/13/2022

  We are very sorry for the problems you have had getting delivery of The Denver Post.

  We have processed a refund back to DISC CC ending in **** on 10/10/22.

  Should you have any additional issues, please contact us at *****************************************

   

• Initial Complaint

  Date:10/01/2022

  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.

  Over labor day weekend I purchased a subscription to the denver post because my husband really wanted the paper delivered. It was a 13 week subscription for $124.80 and the paper is supposed to be delivered every single day. Since starting my delivery service I'm lucky if it shows up twice a week. Everytime I call its apologies and "there's been issues with this delivery route". They credit my account and tell me they'll send me a giftcard through email which never actually happens. I want to cancel and get my money back because I paid for a service that isn't happening. What's the point of giving me a "credit" when I'm not receiving it in the first place.

  

  Business Response

  Date: 10/17/2022

  We really apologize for the problems you have had with your home delivery service.

  Our local field managers report that the service to you address has improved.

  Each time you have called in we applied credits to your account for the missed deliveries.
  

  We are applying an additional 30 day credit and extending the introductory price on your subscription for another six months.

  For any additional issues, you can bypass our call center *************) by reaching out to:
  

  Zone Manager *********************; *********************************
  Home Delivery Manager - ******************* - *********************************
  Circulation Director - *************************** - ************************************ 
  Member Services:  *****************************************

  Customer Answer

  Date: 10/17/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/22/2022

  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.

  The Denver Post has stopped delivering the paper to us. After repeated calls and complaints they have not resolved the issue. I have asked for a refund which they will not do. I have paid to receive a paper but they are not delivering it.

  

  Business Response

  Date: 10/17/2022

  Apparently, we are not able to resolve the delivery issues here.

  We are out-of-time, based on BBB guidelines, to work on this issue any longer.

  We will be issuing a refund for the balance on this account

  For any further issues please reach out to us at *****************************************

   

  Customer Answer

  Date: 10/22/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/18/2022

  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.

  Having subscribed to the Sunday Denver Post, I have, for the most recent four (4) consecutive Sundays, received 1 (one) Sunday Denver Post.

  

  Business Response

  Date: 09/20/2022

  Denver Post deliveries in **************** are handled by our partner, The Colorado Springs Gazette.

  We have reached out to the home delivery manager for *********** and she has committed to getting this resolved for this Sunday.

  We show that no calls have been made to our customer service department on this delivery issue.

  We have applied 4 weeks of credit for missed delivery

  For any additional issues, you can bypass our call center *************) by reaching out to:
  

  Member Services: *****************************************

  Or you can report missed deliveries and manage your account at myaccount.denverpost.com

  Customer Answer

  Date: 09/20/2022

   
  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:09/13/2022

  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.

  The Denver Post is charging me for undelivered papers. I have to drive 2 miles one way to pick up the paper and they are saying it's home delivery. There have been several reports by me to the Post that the paper has not been delivered for that day. Each month, my charge account shows that there has been no difference in charge, meaning they are charging me for undelivered papers. It's a continuing problem. Then I get a notice that they're raising my bill to $6.72 more a month. Shall I charge them for me drive up to a set of boxes to pick up my paper?It is fraud to charge for a product/service when the paper is not being delivered. *******, a supervisor at the Post said I need to report it each time. I told him I DO call in when it's not delivered and told I will get a credit yet my charge account statement shows the same charge each month with no credit. ******* has very low customer services skills. Also, I reported "*****" as when I would call in and finally get off of hold when she picked up 10 minutes later that she supposedly couldn't hear me even after I gave her my address and name. I called in the second time and after I gave her my address and name as she requested, she immediately said she couldn't hear me and hung up on me again. I called a 3rd time and just asked for a supervisor and got *******. The customer service at ********************** is a joke. I expect reimbursement for all the undelivered papers I NEVER received.

  

  Business Response

  Date: 10/07/2022

  We believe this matter is resolved.

  Due to the rural nature of this area, we had no choice but to move these deliveries to a tube bank.

  Many of our rural areas are moving all print delivery to US Mail.

  I believe that our local delivery manager contacted ******************** about her delivery issues.  We always give credit for any missed deliveries.

  We have worked with the call center on the call center experience.  These agents have been retrained.

  We have resolved the digital access issues.  ******************** should now have 7-day digital access.

  Subscriber has been moved to a very low introductory rate.  Please note that our system continues to move subscribers towards our full retail rate every six months.

• Initial Complaint

  Date:09/12/2022

  Type:Order 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.

  No paper deliveries. This has happened in the last for 2 weeks, as well as off and on through the last summer.I did not document the exact dates.The company says they will extend my subscription for 2 weeks but that does not help unless the paper is actually delivered.

  

  Business Response

  Date: 09/12/2022

  We cannot find your account in our database based on the information you have provided.  We searched on name, phone number and email address.  Can you provide us your physical delivery address?