Complaints

This profile includes complaints for The Cincinnati Enquirer's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Cincinnati Enquirer

  312 Plum, Suite 1250 Cincinnati, OH 45202

  
• 

  The Cincinnati Enquirer

  25 Town Center Blvd. Crestview Hills, KY 41017

  

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:08/05/2025

  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.

  I went to sign up on line for the digital access for $99.99 a year. I put all of my information in and my credit card was charged. When I signed in it said my account was inactive. I called the customer service number but the lady would or could not help me. If I am not going to be given access to the articles then I would like my money refunded.

  

  Business Response

  Date: 08/06/2025

  August 6, 2025
  ****** *****
  **** ******* ***
  Cincinnati, ** *****
  Daytime Phone: ###-###-####
  E-mail: ******************
  
  Complaint# ********
  
  Please accept this as confirmation we have received a complaint from your offices regarding ****** ***** and his eNewspaper subscription to the Cincinnati Enquirer. We have contacted Mr. ***** and the issue has been resolved. We also provided him a direct number to contact us if he has any further issues. 
  
  Digital subscriptions are a non-refundable service. The only way to start a digital subscription is to provide the full credit card or bank account information and to accept the terms of service, which state the non-refundable policy.  It is the subscriber's responsibility to check their statements each month and notify us immediately when there is a problem. If a cancellation is requested, it is processed at the end of the current subscription term.
  
  We appreciate the opportunity to address these concerns.
  
  Thank you,
  Subscription Management Specialist Team Lead
  

  Customer Answer

  Date: 08/06/2025

  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

  Date:06/30/2025

  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 created a subscription to the Enquirer for my elderly mother, for whom I hold POA, to be delivered to her assisted living facility but charged to my credit card. After a few months, she was no longer able to read the paper and I requested for the account to be cancelled, beginning in November 2024. The only contact option is telephone. I called and was told the subscription would be cancelled. Since it was on autopay to my credit card, I continued to be charged monthly, despite delivery being stopped. Each month I would call, and each month I would request confirmation of the cancellation. Finally in January 2025 I was able to receive an email confirmation that the account was cancelled, yet I continued to be billed. There was no option for contact other than phone. I called repeatedly and asked to speak to a supervisor and was told after a prolonged hold that none were available. I disputed the charges with my credit card company each month and all disputes were resolved in my favor. I ultimately had to change my credit card number to stop the charged from being submitted. Now I am receiving bills in the mail for an active subscription with the same ID as on the cancellation confirmation. Last month I returned the bill with a note advising them that the account had been cancelled. This month I received another bill. I would like for the Enquirer to stop contacting me and my mother for an account that has been cancelled.

  

  Business Response

  Date: 07/01/2025

  The Enquirer understands and regrets the frustration experienced by this customer. We have stopped the account as requested and will ensure that invoices stop being sent as well. The customer has been provided with our direct contact information if further assistance is needed. 

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Despite canceling my print newspaper subscription in April, the enquirer continues to charge my credit card every month (April and May so far). I have called multiple times - ###-###-#### - but they continue to charge me.
  
  Resolution desired: I want the enquirer to take my credit card out of their system.

  

  Business Response

  Date: 05/23/2025

  The Enquirer regrets this customer's poor experience.  We spoke with this customer who confirmed this charge has been disputed through their financial institution. We applied a credit toward the subscription account to stop any further charges.  Direct contact information was provided in case further assistance is required.

  Customer Answer

  Date: 05/28/2025

  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

  Date:04/30/2025

  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.

  I tried to cancel my subscription on April 25 but the lady I had a chat with on their website would not cancel my subscription. I then sent an email to two different email addresses I had for the Enquirer and did not get a reply. I then spoke with a live person on 4-29 and she would but I am still getting the paper. I would just like to cancel my subscription to the Cincinnati Enquirer and get a refund effective back to April 26 when I first called them

  

  Business Response

  Date: 04/30/2025

  The Enquirer understands and regrets the frustration experienced by this customer. We have stopped the subscription effective for 5/1/25 and issued a refund for the last payment in the amount of $38.99. The customer has been provided with our direct contact information if further assistance is needed. 

  

  Business Response

  Date: 05/06/2025

  This customer's refund was issued from our billing system on 5/3/25.  We emailed and left a voicemail for this customer confirming their cancellation and asking them to confirm whether the refund is reflected on their end yet.  If it is not, it will be within the next couple of business days.  We have provided direct contact information in case the customer needs further assistance.

  Customer Answer

  Date: 05/11/2025

  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. 

  I have been out of town on vacation the past week, reason for my delay in responding.
  
  
  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Billing 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.

  I was a 40 plus year customer of the Cincinnati Enquirer.
  1 year ago , as the price of the paper gradually increased and the weight of the newspaper and the news covered in it gradually decreased to practically nothing, I reluctantly called to cancel my subscription. I was talked into taking the digital subscription on my phone. I found it difficult to use and rarely used it . In December 2024 , I called to cancel the digital subscription. I just did not see the point of paying 15 dollars a month for nothing .
  When I spoke with the woman , I presumed she was in India by the accent , at first she was cordial but she quickly became insistent that I not cancel but accept a better deal. She lowered the price from 15 to 12 then 10 then 8 then 5 dollars a month. I told her that I was not using the digital subscription and I would not be willing to pay 2 dollars a month. She countered with an offer of 1 dollar a month . I made it perfectly clear that I didn't want the subscription and I wanted it cancelled and I did not appreciate the hard sell that she was pushing. I deleted the app from my phone and considered the issue finished.
  My wife pays the bills on our house and most of the bills including the credit cards are auto paid from our checking account . We had a couple flights cancelled in the last 2 months so 2 days ago we looked into the statements to be sure we were credited for the cancelled flights. Lo and behold there was a 15 dollar charge on each statement from December through March from Gannet news service , the parent company of the Cincinnati Enquirer.
  I called the subscription cancellation number again and again requested that my subscription be cancelled and that I be refunded the 60 dollars that has been charged to my credit card for 4 month since I called to cancel the subscription. My belief is that the Enquirer/Gannett contracts with an Indian company that is instructed to hard sell and fail to cancel subscriptions when requested
  Thank you

  

  Business Response

  Date: 03/31/2025

  The Enquirer regrets this customer's poor experience.  We reviewed the customer service interaction in question and will take personnel action to address the mishandling of this cancellation request.  We spoke with the customer, apologized for the poor experience, and are providing a refund for the requested amount.  We provided the customer our direct contact information in case any further assistance is required.

  Customer Answer

  Date: 03/31/2025

  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,
  
  
  
  ******* **********

  Thank you very much to the BBB. You were instrumental in getting my complaint registered with the Cincinnati Enquirer. They took the complaint seriously and refunded my money but more importantly for them, after reviewing the phone interaction that I had with the person that was supposed to cancel my subscription, they discovered that the people contracted to handle subscription complaints were handling the job poorly and reflecting poorly on the Enquirer.  Thank you, job well done.   Charlie Volpenhein

• Initial Complaint

  Date:01/12/2025

  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 pay monthly for a subscription to have a paper copy of the newspaper delivered to my house daily (except Saturdays).
  
  Over the past few years paper has only been delivered sporadically, and in recent months not at all.

  

  Business Response

  Date: 01/21/2025

  The Cincinnati Enquirer regrets this customer's poor experience.  We escalated this matter to our distribution management team who state they have reviewed the issue with the carrier to ensure delivery resumes.  We spoke with the customer when we received this complaint and informed them of the steps taken to resolve this matter.  We left the customer a voicemail on 1/21/25, asking that they contact us directly if the delivery issue has not been resolved.

• Initial Complaint

  Date:12/10/2024

  Type:Billing 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.

  Cincinnati Enquirer charged me without my consent for an annual subscription. When I noticed the charge, I immediately contacted their customer service team by phone, who told me they regretted the charge and would promptly provide a refund in full. I waited a couple weeks and no refund appeared. I called customer service again, explained the situation once more, and was assured once more I would be fully refunded promptly. A couple more weeks went by, and still no refund. I called customer service a THIRD time, and this time was treated belligerently by a customer service representative. He was rude, condescending, and shouting over me. He told me there was no guarantee of a refund and that it was "50/50". I asked what the criteria would be and he told me he couldn't say - ZERO TRANSPARENCY. He said his finance team would contact me within 48 hours with their decision re a refund. I never received a notification one way or another.
  
  This has been a HORRID experience on a number of front: 1.) The unauthorized charge 2.) Having to call multiple times with conflicting information and no resolution 3.) Belligerent treatment by a customer service rep 4.) No transparency on their refund process 5.) No follow-up or attempt refund after promising repeatedly they would.

  

  Business Response

  Date: 12/10/2024

  The Cincinnati Enquirer regrets this customer's poor experience.  We have initiated the requested refund which will be returned to the customer's card within the next few business days.  We are investigating the customer's experience and will ensure appropriate personnel action is taken to address any mishandling on the part of our team.  We left a voicemail for this customer informing them of the steps taken to resolve this matter, and provided them our direct contact information in case further assistance is required.

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Problem:
  Cincinnati Enquirer charged me without my consent for an annual subscription. When I noticed the charge, I immediately contacted their customer service team by phone, who told me they regretted the charge and would promptly provide a refund in full. I waited a couple weeks and no refund appeared. I called customer service again, explained the situation once more, and was assured once more I would be fully refunded promptly. A couple more weeks went by, and still no refund. I called customer service a THIRD time, and this time was treated belligerently by a customer service representative. He was rude, condescending, and shouting over me. He told me there was no guarantee of a refund and that it was "50/50". I asked what the criteria would be and he told me he couldn't say - ZERO TRANSPARENCY. He said his finance team would contact me within 48 hours with their decision re a refund. I never received a notification one way or another. This has been a HORRID experience on a number of front: 1.) The unauthorized charge 2.) Having to call multiple times with conflicting information and no resolution 3.) Belligerent treatment by a customer service rep 4.) No transparency on their refund process 5.) No follow-up or attempt refund after promising repeatedly they would. Update: I was contacted by somebody in December who promised a full refund. Six weeks later, still no refund had been received.
  
  Desired Resolution:
  Refund
  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  

  Business Response

  Date: 01/30/2025

  We regret that this refund had yet to be processed.  We spoke with our accounting partners who confirmed the refund had not been processed as of yesterday when we received this follow up.  We processed this refund to the card on file this morning and spoke with the customer to let them know.  We asked the customer to follow up with us directly if they do not see the refund in the next 2 business days.

• Initial Complaint

  Date:11/25/2024

  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.

  Just spent 20 minutes reading previous Enquirer complaints 52 involved delivery issues. This has been on going for the past year, with my household. Weekly calls, “we’re sorry, will have a paper to you by 10:AM” NEVER!
  Wife called this morning, asked for a supervisor, “ we’re not allowed to transfer to the U.S.” WHAT?? The last time I looked, the Enquirer was in downtown Cincinnati Ohio.
  When did they leave the U.S.?
  I am prepared for the usual lip service, apologies. I have a question for them. You take my $ for a contractual obligation, money exchanged for service, I’m upholding my end, what about yours?

  

  Business Response

  Date: 11/25/2024

  The Enquirer regrets this customer's poor experience.  We've escalated this matter to our distribution management team to ensure the service issues are addressed and resolved going forward.  We spoke with the customer, informed them of the steps taken to resolve this matter, and provided them with a courtesy credit and direct contact information in case further assistance is required.

• Initial Complaint

  Date:11/03/2024

  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.

  In June 2024 we signed up for delivery of Friday and Sunday enquirer. We have only received Sunday delivery and no Friday. I have been calling weekly about this problem and all I get from them is I will take care of this problem. I have talked to a supervisor but they can’t fix the problem. I have requested a new driver and have been told it’s not that easy. We have credits built up until March 2025. Credits don’t due any good if you don’t get a paper. And now we are not receiving the Sunday enquirer. I guess to them it’s easier to give a credit than to fix the problem. This problem has been going on since June

  

  Business Response

  Date: 11/19/2024

  The Cincinnati Enquirer regrets this customer's poor experience.  We've escalated this matter to our distribution management team for review and correction of the service issues.  We spoke with the customer and informed them of the steps taken to resolve this issue.  We provided direct contact information in case further assistance is required.

  Customer Answer

  Date: 11/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I have talked with B**** from the enquirer and that week we received our paper on Friday and Sunday. We thought we had it figured out but spoke to soon. Friday came and again no paper. B**** told me there was a sub driver and we will receive the paper late. No paper came on Friday but received another credit. Hopefully we will receive the paper Sunday. He asked me to call him if I didn’t receive the paper Friday but had to leave a voice mail.  He seems to be trying to resolve the issue but still no paper. 

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  ***** *****
  
  

  

  Business Response

  Date: 11/25/2024

  We regret the ongoing delivery problems. We spoke with this customer and followed up with our distribution management team again.  

• Initial Complaint

  Date:05/17/2024

  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.

  I have not had the newspaper delivered on a sporadic basis. About once every three weeks I do not receive it. And, I only get the Friday and Sunday paper. This has been going on for some time now. I submit a 'delivery isssue' complaint online to the Enquirer each time, and each time I do I receive an automated email saying that they are sorry and will work to dorrect the problem, and I can view the paper on-line.. I've asked, via email, for at least a refund for the missing delivery and never get a response or refund. And, the paper is not inexpensive. Poor deliveries, and poor and lacking customer service. But, you can be sure that on your account page that there is an entry where you can 'tip' your delivery person.

  

  Business Response

  Date: 05/23/2024

  The Cincinnati Enquirer regrets the
  customer's poor experience.  We spoke to the customer and informed them
  that the issue will be escalated to our circulation department. Credit was
  given for a month of service, which was
  acceptable to the customer.  Direct contact information was provided in
  case further assistance is required.   
  

  Customer Answer

  Date: 05/28/2024

  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,
  
  
  
  ******* ************

  I have talked to the company, and they have offered a month's worth of subscription rate to be for free, and that they would look into the delivery problems.  I cannot tell you that the complaint is resolved as only time will tell if I get continued uninterrupted delivery.
  
  I thanked the Enquirer for them looking into the matter, and for the monetary reduction ($34) in cost.  But I told them that I would rather have the newspaper delivered than continually ask for my money back.  We'll see about continued delivery.
  
  **** ************
  
  
  ********  complaint #
  
  

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ************

  ****:  the issue has not been resolved.  As I wrote to you this is a delivery issue, and we'll only know if it has been resolved is by seeing that in the future the delivery issue has gone away.  Yes, I received some 'free newspapers' for the month of June as a kind of 'pain and suffering' reimbursement.  And I told the Enquirer that is very nice, but I really want the paper delivered.  They told me to write them if the delivery issue persists.  And guess what?  The very next day I was to receive the paper, it was not delivered.  I get it 2 days per week and the last two weeks I've missed 2 out of 4.  That's on top of the year-long problem. So, the problem persists.  I contacted the Enquirer contact that sought me out, and she said that she would resubmit the claim.  That's where we stand.  I have that email of me to her and her back to me if you need to see.  The issue continues.  It is a problem.  It has not been resolved.
  
  ** ************
  
  

  

  Business Response

  Date: 05/30/2024

  We again spoke with this customer and confirmed they received their most recently scheduled delivery.  We are following up with our distribution management team again to ensure this matter is being appropriately addressed.  We provided the customer with the direct contact information of a manager in customer care in case further assistance is required.

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ************
  

  Customer Answer

  Date: 05/31/2024

  How can I tell you that the complaint has been resolved?  This is a delivery issue, and the delivery is ongoing.  I get the paper 2X per week .  I have not received it sporadically.  But, it's not been delivered enough that I needed to complain to someone other than the Enquirer.  You have gotten their attention for me .  The very day after the Enquirer offered me a free month (8 papers) of delivery and how theyd work on the problem to get it resolved, the paper was not delivered, again.  I notified them.  The only way to get this resolved is to have an ongoing stream of delivery, on time, on date.  So, if I get 2 papers a week for 52 weeks, that's 104 papers/year.  Just getting 2 out of 3 or 2 out of 4 here and there doesn't solve the problem.  I'd consider it 'mostly solved' if I could get a few months in a row w/o missed delivery.

  

  Business Response

  Date: 06/10/2024

  We spoke with this customer again and they indicated they have received their delivery for the past 3 weeks.  They know how to reach us if they have any issues going forward.

  

  Business Response

  Date: 06/12/2024

  We again spoke with this customer and offered an additional subscription credit.  They agreed to follow up with us directly if any other issues arise going forward.

  Customer Answer

  Date: 06/12/2024

  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,
  
  
  
  ******* ************