ComplaintsforThe Olympian

• Initial Complaint

  12/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Olympian offers promotional rates that last for a year, around $79. After one year that rate jumps to $250 plus and your credit card is automatically charged. Unlike major new organizations like the *********************************** NY Times, etc., the Olympian will not cancel your subscription once they renewed it. They do not send out a reminder that your account is about to be renewed and they then charge your card. It is apparent they hope you will forget to they can charge you the full amount. This actually happened on Black Friday when everyone else was getting $79 they charged me $250 plus. Called them same day they said I was "out of luck." Very deceptive company, not to mention they have the worst news APP out there.

  Business response

  12/11/2023

  Thank you for your message to The Olympian. We have looked at *********************** account and show an online subscription was started on 11/15/2022. We submit all of our Terms of service to new subscribers before they can continue with setting up a new subscription with us and they will have to accept the terms of service before the account can be started. I have included a full copy below of our terms of service and this is listed on page 2A every day of our newspaper. 
  The price customer seen online for $79.00 on Black Friday was a introductory promotional rate offered to new subscribers. We do have introductory offers that give new subscribers an opportunity to try the service and help them see the value of the product for a given term. These rates do step up after the introductory offer period ends and all of our rates are subject to increase. 

  We show ******************* account is still active and accepted another promotional rate that was offered on November 28, 2023 in the amount of $174.99 for another 52 weeks. At this time we can offer a refund of $77.00 in the difference of the payment charged on 11/14/2023 for $251.99. As of today auto renewal has been stopped on customers account. 

  We appreciate the feedback and concerns from customer regarding our app. We are always looking at our digital platforms  on ways to improve our app. A customer can always log into our website at ****************************************** and log in with their credentials to read the eEdition.  

  If you have any questions feel free to contact us at ************ or customer can visit us at *********************************/myaccount.

  Thank you

  For your convenience, your subscription will automatically renew after the initial term at the current rate unless you tell us to cancel. Cancellations take effect at the end of your current subscription term. All subscription account payments are non-refundable and include applicable tax. We reserve the right to substitute the delivery and format of your print subscription with an eEdition at any time. Notice of rate changes will be mailed or emailed to the subscriber billing/email address at least 30 days in advance of the change. A $0.39 Supply Chain charge will be applied weekly. For subscribers that receive a mailed renewal bill, a $4.99 plus tax printed bill fee will apply for each renewal period. All subscriptions will include delivery on Thanksgiving Day. An additional $3.99 fee will be added to all subscriptions for each of these premium editions in 2023: 10/29, 11/23, 12/24 and in **** for 4/21,6/23,8/25,10/13 and 11/28. You can cancel at any time by contacting our customer service center at 1-************. Your subscription is subject to additional Terms of Service at *********************************************************.
  
  

   

   

   

  Customer response

  12/11/2023

   
  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.
  

  The refund amount was suggested by one representative but never approved until today.

  
  Sincerely,
  
  *******************

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In June I received a bill from The Olympian for my newspaper subscription. The bill offered me the rate of $104 for 52 weeks. I have a copy of the bill I received and the check I wrote for the 52 weeks subscription. In October I received another bill and I began conversation with The Olympian customer service to attempt to clarify that I am paid up until next June. I even sent a copy of my bill showing the rate I was offered. No one at customer service will acknowledge the bill that I paid in June and the binding contract that was created with my acceptance of their offer. They continue to tell me that my subscription expired in October.

  Business response

  11/04/2023

  Thank you for contacting the Olympian. The account for ************************* has been updated to 6/11/2024 we did send out a letter informing all subscribers of the change to mail delivery it also informed subscribers of the rate change that would occur.At this time as a one time adjustment the renewal date has been changed to 6/11/2024. Please be aware that date will change due to the .39 supply chain charge that was implemented in April 2022. The charge is explained in the renewal notices we send out. If you have any questions please call our customer service department at ************.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Failure by the Olympian to honor a letter sent to me as a subscriber, dated May 20, 2023 for a rate of $5 per week, effective Monday, July 10, 2023 when the newspaper was going to mailed instead of delivered. I cancelled the paper and was charged $8.65 because I was not within the cancellation period; however, they failed to honor the rate advertised so My refund with the payment should be in the $13 range ($8.65charged + about $4.35 due me based on the advertised letter) and that is what I am seeking. On 2 occasions, I have called to retrieve my refund. They said it was referred to a team and I would know between **** days via email of their decision. No response has been received.If they are doing this to me, How many others have they not honored their written $5 a week pledge? They are asking for a class action lawsuit. I would appreciate your help in retrieving my money from a bad business practice with false advertising.*****************************

  Business response

  10/19/2023

  Thank you for contacting the Olympian. The account for *********************** received a refund of $8.65 for the last payment made on the account. Honoring the rate from the a letter that *********************** received would have extended the renewal date of the subscription not resulted in a refund. Due to our Terms of Service cancellation are processed on the next renewal date. The special request for the refund was done since the $8.65 payment should not have been processed. At this time no further refund is due on this account. If you have any questions please call our customer service number at ************.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THE OLYMPIAN NEWSPAPER Digital subscription Acct# ******** I signed up (****** a trial subscription & cancelled my trial subscription on July 29, 2023 via email (same day), (I also attempted contact via phone on hold on 25 minutes with no response with numerous attempts). I also received an email response from The Olympian and assumed that the subscription was cancelled. I have received 12 collection calls. An agent told me that I could only cancel via telephone which is contrary to information published on the newspaper's website. During the account collection call I was told it would go into a collection company with an additional $69.00 dollars added at the end of this month and that I am in a grace ****** to pay $13.82 for this subscription (that I cancelled which was acknowledged via email). Any collection action will ruin my credit.The online account only allows for payment and there is no cancelation button. The cancelation toll free number placed me on hold not several times for up to 25 minutes. The agent stated that the only way to cancel the account is to make a payment or it will go to a collection company with an added 12 week amount owing. This is unacceptable and should be remedied and a cancelation button should be on the account page as stated on the newspaper website.I am requesting a refund of $13.82 that I paid in order to have my account cancelled because #******** submitted via email and responded was not completed as requested.

  Business response

  09/23/2023

  Thank you for contacting the Olympian. The account for ***************************** is scheduled to be stopped on the renewal date of 9/25/2023. On July 29th ********************************************************************* cancel. On July 30,2023 a customer service agent replied that the account would be removed from the autopay which is was removed from autopay let her know the convenience of autopay and explained a invoice would be sent out to her. We sent an invoice as the customer service agent said would be prior to the renewal date and after the renewal date of the last payment. The balance is a result of access available from the renewal date and the time a retention agent called to collect a payment. At that time the subscriber confirmed wanting to cancel. At this time no refund is available. We have submitted the feedback by ******************** regarding a cancellation link on the account page. We do not currently have the feature so that the customer service and retention team has an opportunity to offer subscriber options prior to cancelling service. If you have any questions please call the customer service department at 800-=********.. ******** the wait time to speak to an agent may take longer than usual due to call volume and we apologize for that issue. The account is closed and no future billing will accrue. 

  Customer response

  09/23/2023

   
  Complaint: 20644068
  
  I am rejecting this response because:

  On July 29, an email reply was sent to me stating that my email would  be processed in the order it was received.  No other email was received by me regarding my request.

  My request to cancel was made on the same day I paid for the trial subscription (see the attached emai). Please resend the email you stated you sent me so that I can understand your reply.  If my request to cancel was completed prior to the August 31, 2023 deadline I should have had a zero balance. Your company called me on more than 12 occasions asking for $13.82 in order to complete the cancellation during  "grace **************************** recently  with my attorney regarding this and he has reviewed the matter.  He has advised me to review the email you stated to clearly understand your response. He will then advise me on further action to take if any.

  
  Sincerely,
  
  *****************************

  Business response

  09/29/2023

  Thank you for contacting the Olympian the account for ***************************** has had the balance removed from the account. No further action is needed. If you have any questions please refer to the previous email of how the balance occurred. Again at this time the account is stopped with no balance owed. Our customer service department can answer any further questions ************. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sure. We have not received a Sunday paper for weeks, if not months. Please discontinue the Sunday delivery and those charges. We should also be reimbursed for 8 papers we never received.We will continue with our e edition as usual. Also, please no more mailed paper bills. Not if you charge $5.00.Thanks for taking care of this.

  Business response

  06/13/2023

  Thank you for contacting the Olympian. The account for *************************** has been credited for 8 missed Sunday papers we apologize for the delivery issues you have experienced over the past few months. Our records do not show any complaints registered with our customer service department at ************. as per your request on this complaint we are changing your service to digital only effective 6/14/2023 and will sign you up for e-billing using the email address associated with your account to avoid the print bill fee. The price offered to you for digital in February when you spoke with an agent was $15.99 I will honor that quote for you. There is a balance of $17.04 the remainder owed after the credit for the missed papers. Your last payments for this account are as follows $5 processed on 4/26/2023 $50.00 on 2/22/2023 and $10 on 1/26/2023. An invoice will be emailed to you with your renewal options for digital only as well as the balance on the account. If you have any questions you can call our customer service department at ************.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Whose dumb idea was it to stop delivery via a carrier and use the mail. I'm sure it's cheaper for you. What will it cost me? No I don't like the electronic version.

  Business response

  05/23/2023

  Thank you for contacting the Olympian. The account for ********************* is scheduled to change to mail delivery effective 7/10/2023. We understand the concern of ********************* regarding the upcoming change to mail delivery by ***** The paper should arrive each day with the mail delivery. Due to a change in the delivery by the distribution company we will no longer have a partner to deliver so we are changing delivery to mail or digital only. We apologize for the inconvenience please call our customer service department at ************ if you have any further questions or concerns. 

   

  Customer response

  05/23/2023

   
  Complaint: 20051409
  
  I am rejecting this response because: this is not about good customer service, ********************** is once again changing services to increase their profit . They discontinued Saturday papers, now no Sunday paper because it will be received via the mail on Saturday. I cannot believe this is an improved service. We will see how this impacts everyone including our mail carrier. Waiting to see how soon my rates increase. I guess having  a real paper is becoming a thing of the past. Time for me to decide if I'm done with it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid for one year and they have no delivery in ****, want to cancel my newspaper and get money back. I paid for a year up front and they said no refunds is their policy. If you dont get a paper you should get your money. They told me I would get a paper for 3 weeks now and no paper

  Business response

  04/26/2023

  Thank you for contacting The Olympian. The account for *************************** has been cancelled effective 4/30/2023. A refund for the amount of  $258.39 has been sent to finance for processing. The last payment of $301.25 was paying 52 weeks plus the previous balance owed so the available refund is $258.39 it will be sent back to the card on file. The distribution team has been notified of the reason *************************** cancelled we want to be sure they need to correct service issues to avoid cancellations. If you have any questions please call our customer service department at ************. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I realized recently on one of my monthly statements that I was being charged $15.99 for "POS DEBIT THE OLYMPIAN-CIRCULATION". Upon searching the title of the transaction I realized that it was a subscription for The Olympian. I searched The Olympian online and attempted to log in which would allow me the option to hopefully cancel my subscription. I have now tried twice to cancel online but for some coincidental reason, the page to log-in never loads on The Olympian Website. I thought this was odd because that's where you'd need to go to cancel a subscription. I reached out to customer service and they informed me that I have been getting charged since September of last year. I informed them I had never used their services and did not realize that they had been taking that much from my account for that long. I requested a refund for at least the recent months I was billed but realistically I want a refund for all months I was billed. ***************** specifically "***" let me know that they could not process refunds and I let them know I would be disputing the charges elsewhere and to cancel my subscription. My card is somehow connected to this subscription but I never agreed or signed up for their services. I am requesting a full refund for the months of October to April which should amount to about $111.93.

  Business response

  04/06/2023

  We apologize for this inconvenience.  A Refund of $ ****** will be processed back to the customer's credit card.

   

  Thank you,

  The Olympian

  Customer response

  04/06/2023

   
  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

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 6th I subscribed to the Olympian newspaper. for daily delivery to my home address 6 days not Sunday. the subscription includes a digital edition that comes with the subscription. It is the 15th today and they have never once delivered the newspaper to my home. I have complained repeatedly, to let them know that the paper is not being delivered. I contacted the Olympians customer service by email, on-line , and on the telephone I have been lied to consistently with promises that they have made changes to make sure the paper will be delivered properly and not once was that true. Today i tried to cancel my subscription and they told me I can't do that today I have to do it at 7AM tomorrow. The Mcclatchy newspaper group seems simply unable to tell the truth to their subscribers. Knowing that, who would trust what they report as News?

  Business response

  03/16/2023

  Thank you for contacting the Olympian. We have reviewed the account for ********************************* and have found that a gate code is needed for the carrier to be able to enter the premises. The phone number on file ending in **** has a voicemail not set up so we have been unable to leave a message. If the subscriber can provide a gate code we can get the information to the distributor the papers are being left at a gate at the moment. Our team will be following up on this and ensure delivery starts to be made. Any help the subscriber can provide as far as the gate code that would be helpful. If you have any question you can call our customer service department at ************.

  Customer response

  03/27/2023

   
  Complaint: 19602074
  
  I am rejecting this response because:

   

  This case is not resolved.  It is clear that the Olympian has a problem delivering their newspaper, and it is clear that they mostly have a shortage of personnel to deliver the newspaper resulting in lots of substitute carriers who are not briefed adequately before sent off with a bundle of papers to deliver to an unfamiliar route. This I suspect the result of a combination of  too low wages and a requirement that the carrier provide their own car which were they paid for mileage might be less of a deterrent, but I think they are not paid or not adequately paid resulting in no one wanting to carry the papers, and the few who try  not staying long on the job.

  The Olympian has contacted me has apologized for the lousy delivery service, sworn up and down that they will keep trying  do better. and still my newspaper ends up on the ground a quarter if a mile from my house almost as often as not.

  I think this case should remain open until I tell you it is resolved.

  I email The Olympian daily to let them know how they are doing  Today they used the gate code and  delivered the paper in the newspaper tube under our curbside mailbox in front of our lot #***.  the day before it was found a quarter a mile away.  Ever day it is hit or miss.  they are trying they had the gate code, that  they use as their excuse for

  weeks before I made the compalint,   It was given to them roughly ten

  times in person and  by email  to their customer service department.

  They polite and  responsive in every way, except the only one that really matters.  They still don't deliver the newspaper reliably day after day at our curbside newspaper tube in front of our house on lot

  #***

  But it is better now sometimes.  They are trying.

  *******************************

  --

  KhyiMo

  Olympia

  ************

  ******* South

  
  
  Sincerely,
  
  *******************************

  Business response

  04/04/2023

  Thank you for contacting the Olympian. The account for ******************************* has been sent to our ** of home delivery to ensure that the paper is placed in the tube each day moving forward. It has been done sporadically but needs to be an ***************** into the tube. The ** will be making sure that each person on the delivery team knows to place the paper in the tube. We have requested photo verification be done moving forward to ensure this is resolved and the matter closed. If you have any question you can call our customer service department at ************. A representative from our delivery team will be following up directly with ******************************* the next few days to ensure the paper is in the proper location. We apologize for any inconvenience. 

   

  Customer response

  04/12/2023

   
  Complaint: 19602074
  
  I am rejecting this response  only because:  While the remedy they have described  is greatly appreciated and it has improved their performance sufficiently to say they are recently delivering the newspaper daily to the right  newspaper tube in front of our home on lot 169.  However,  there is still some thing that remains haywire.  In the last week while the news papers are arriving where they are supposed to arrive daily, they are now sending me two (2) copies of each of the news papers daily.   each set of 2 newspapers are usually wrapped in  different colored plastic protective bags, when i find them in my newspaper tube daily instead of just the one copy that is expected.   One of the sets of daily papers is not quite as reliably making it to the newspaper tube, over the last couple of weeks it has  occasionally arrived a quarter of a mile away on the ground in its bag with our house number written on it.  So while I really appreciate their determination not to fail to deliver,   It is clear that their delivery situation is still not quite under full control.   i really want to say this problem is fixed, but it is not.  I do however want to say that no one could ever say truthfully that they have not tried harder than any one would have expected to get this delivery working reliably.   I have refrained from canceling the subscriptions,  the solution that my wife frequently recommends,  specifically because it it so clear that someone on their end  is making  a super human effort to fix the problem,   So I am rejecting their response to take advantage of this opportunity to say BBB should report that their effort has been impressive and has gotten me the newspaper  as promised for the last week or so.  But at double the number of copies expected.   if they can stop double delivering, and sustain daily delivery  of the Olympian and the New ********** to the newspaper tube  at curbside in front of lot 169, then they deserve a medal and high praise for their determination to get this right.  I will then tell our all our neighbors in our local meetings that they have this problem licked and that they should all subscribe.   If they can sustain this  success the deserve to both praise and some real reward.
  

  
  
  Sincerely,
  
  *******************************

  Business response

  04/17/2023

  Thank you for contacting the Olympian. We appreciate the feedback regarding the account for *********************************** delivery issues at this time we will get this over to the director and coordinator that oversee the delivery contractors to ensure one paper is delivered each day in a timely and consistent manner and in the proper location. They team is working to resolve all delivery issues we are glad that the paper is arriving but need to ensure this is a 100% resolved to *********************************** satisfaction. We will follow to ensure this is done. 

  Customer response

  04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still imperfect  (the newspaper is getting thrown on the ground on the driveway  as opposed to being placed in the ******** newspaper tube under our curbside mailbox at lot 169).;and it is  not yet proven that even this performance will be durable,  but it  is, at this time, a very substantial improvement  (it has arrived daily for several weeks  now)  Up until today,they were delivering two identical co[pies  every day which as of today may have stopped. (we won't know that until tomorrow)  Compareed to the months of intermittent performance that we suffered. This vendor is making a real effort to improve service  and despite their extremely short demonstration of almost good service I am willing to say that,, assuming that they will soon begin reliably putting the newspaper into the McClatchy  tube under our curbside mailbox, That this resolution will then be satisfactory to me.   If BBB wants to close this matter based on my response today.  I will not object. 

  I would however love to write a more enthusiastic review of their performance if their performance were ever  to reach the level of what normal home delivery was for as long as I have subscribed or delivered the newspapers in the several cities i  have lived in over 70+ years since I first  learned to read
  Sincerely,
  
  *******************************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Once again today we did not receive a Sunday paper from the Olympian. In the last two months+ we have only received a Sunday paper TWICE. Our neighbors also seldom receive papers and many have cancelled. I tried to submit an online complaint today and the form did not work. The last time we sent a complaint we got no written response but a paper did appear in the afternoon (coincidence?). We would like this issue RESOLVED and WOULD LIKE CREDIT FOR THE LAST TWO MONTHS This is no way to run a business.

  Business response

  02/20/2023

  Thank you for your message to The Olympian. We are sorry to hear you have been experiencing delivery issues. Our records show the last complaint on the account was 1/29/23. Prior to this complaint, we do not show any ongoing delivery issues. We have processed your missed paper complaint for 2/19/23 according to this BBB complaint. Your account has been credited for 1 month at this time. Please contact us directly if this problems continues. we will work with our delivery team to get your service corrected. 

  Please feel free to contact us at ************ or ********************************************* if you have any further questions or concerns. 

  Thank you

*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. ↩