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:06/05/2023

  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.

  Ongoing issue with newspaper not being delivered and there seems to be no way to redress the issue with a human being. If we miss an issue, I report it on the Enquirer site and receive an automated apology. I get a paltry refund ($.30) on my statement. Meanwhile I’ve purchased one at a store for $3.50 (more on Sunday). And still it continues. The 800 number on the site is no longer in service. Writing an email to the supplied address gets you kicked back to the original page for reporting an issue. It’s all built to discourage reporting in a meaningful or personal way. We pay $100 per month for delivery. We get maybe 25 out of the 30 issues a month. It shows no sign of improving. If the Enquirer does want subscribers to their paper, they should say so and go solely digital. It’s more honest.

  

  Business Response

  Date: 06/06/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We escalated this matter to our distribution management team for review and corrections.  We spoke with the customer, informed them of the steps taken to resolve this matter, provided a courtesy credit and direct contact information in case further assistance is required.

  Customer Answer

  Date: 06/06/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 08/02/2023

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

  Problem:
  I had filed a complaint previously about continuing problem with missed newspaper deliveries. I received a call from someone in distribution who pledged to correct problem, and I was satisfied with the response. We received paper daily for a couple weeks, but same problems have returned. It is also harder to access the Enquirer website to report it. I message my contact in distribution who sometimes responds, but has not fixed the problem. I purchase a paper at a store for $3.49 and when able to get through, I get a paltry 26 cents credit on my statement.
  
  
  Desired Resolution:
  Contact by the business, delivery
  
  

  

  Business Response

  Date: 08/10/2023

  We've again escalated this to our distribution management team for review and requested an update so we can keep the customer apprised of the situation.  We spoke with the customer and updated them on steps taken to resolve these ongoing delivery issues.  We provided them with a billing adjustment to offset the cost of the papers purchased at the newsstand when deliveries are missed.

• Initial Complaint

  Date:06/02/2023

  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.

  My wife, *****, and I are "Print Edition" customers of the Enquirer. We are in our eighties and cannot read the paper online, so we subscribe for the print addition at an increased cost. For the past two years, delivery of the paper has been sporadic at best and we have complained about that to the Cincinnati Enquirer's complaint line. Each time we are assured that the problem will be fixed. It never gets fixed.
  How big is the problem? Here's a quick answer: (1) about 25% of the papers are not delivered, (2) about 5% of the papers are delivered one or two days later, (3) occasionally, The *** **** ***** paper is substituted for the Enquirer. Finally, when the paper does come, it is never earlier than 12:00 o'clock noon, sometimes as late as 4:00 PM.

  

  Business Response

  Date: 06/02/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team for review and correction.  We left a voicemail for this customer, informing them of the steps taken to resolve our delivery issues, and providing direct contact information in case further assistance is required.

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  ADDITIONAL INFORMATION:

  (1)  On 6/2/23 I talked with Blair Y***, Enquirer, and he said that our carrier was open and was actively being recruited.

  (2) Today, 6/6/23, our paper was delivered, which was the first time in eleven (11) days.

  (3)  I'm not ready to claim the problem is resolved.  It needs several more deliveries.

  Thank you for your work so far, but one delivery a solution does not make

  (If this is not a satisfactory response, please make another request.)
  
  
  
  Regards,
  
  
  
  ****** ****
  
  

• Initial Complaint

  Date:05/31/2023

  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.

  Even though the Cincinnati Enquirer says you can call anytime to cancel, there is only a small window of hours during the time when normal people are at work (8-4 I think) that you can talk with someone to cancel. There is no way to cancel online (even though that's how I signed up), or by email -- I sent numerous emails, nor is there any way to take my credit card information out of their billing system. I called 1/8/23, 2/5/23, 2/6/23, and finally talked with Carlos on 2/7/23. I told him that we've had numerous problems with delivery and I wanted to cancel my accounts. He said it was no problem and he would cancel my accounts (I also paid to have the paper delivered to my brother's house). Yet I was charged $30.52 on 2/14/23, $29.70 on 3/14/23, $29.70 on 4/12/23 and $29.43 on 5/15/23. I called on 4/14/23 and spoke to Mackenzie to complain. I said I wanted a refund and she said she would issue a refund, but has not done so. This is criminal business practice to not allow a customer to cancel or stop paying. I did file a dispute with my credit card on 5/15/23 to try to get them to stop charging my credit card.

  

  Business Response

  Date: 06/02/2023

  The Cininnati Enquirer regrets the frustration experienced by this subscriber.  We cancelled this subscription and initiated a refund to the customer's card.  We spoke with the customer to inform them of the steps taken to resolve this matter.  Direct contact information was provided in case further assistance is required.

• Initial Complaint

  Date:05/16/2023

  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 lived in *********** ** and was getting the Cincinnati Enquirer delivered to me daily. I decided to move right across the bridge, where they also deliver the Enquirer. I even set up an address change and everything. Once I moved I never received the paper. I ended up canceling because after multiple tries to resolve the issue I still was not getting the paper. I decided to try again because I really enjoy sitting at my table, with my pj's still on and look at my paper, on paper, instead of my tiny phone, and do the puzzles. Again no paper. I live in an apartment complex so I went searching thinking maybe they were putting it at the office or something but no. I started calling the news paper company. They had credited my account the last 2 months. Yesterday I get up and they had charged me for the last two months and the current month. I called again and canceled it all together and I demanded my money back. All this time I've been driving to the store every morning to get my paper because they can't deliver it and then they want to charge me. I've called, emailed, and secured messaged this whole time keeping them updating hoping they would deliver my paper and never did just to be back billed for months that were supposedly credited and the account supposedly escalated to find out why I wasn't getting it. Worst service ever!!!

  

  Business Response

  Date: 05/17/2023

  The Enquirer regrets the frustration experienced by this customer.  We've initiated a refund to the customer's card which will be issued within the next few days.  We left a voicemail for the customer, informing them of the pending refund and providing direct contact information in case further assistance is required.

  Customer Answer

  Date: 05/18/2023

  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 as long as they follow through with what Mr Blare called and stated on my voice-mail. He stated he was refunding $82.62 and he also stated that he reached out to the distribution director to see if they can realistically deliver to my address and if they can he would like to offer a few months delivered for free to try to get me back as a customer which I called today and left a message stating I agree to all of the above. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:05/12/2023

  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.

  We have constant missed deliverys and there is no one to talk to about it. Also, The delivery person plays her music so loud that it wakes us up in the morning. This person needs to be fired and a refund for our missed newspapers issued.

  

  Business Response

  Date: 05/12/2023

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

• Initial Complaint

  Date:05/07/2023

  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 have been a customer of The Enquirer for more than 30 years and have had issues with their customer service over the years but it has always been resolved.
  I have sent them numerous emails concerning the same issues with my current delivery person.
  1) They are not consistently delivering my Sunday newspaper. I have to go out and buy the paper at a much higher rate.
  2) I have asked them to stop throwing my newspaper over the fence which they continue to do.
  3) They throw my newspaper on the roof of my shed and I have to ask a neighbor to get it for me.
  4) They deliver my paper at different time
  
  s of the day sometimes as late as 12:00pm.
  5) I have had several weekdays when it wasn't delivered at all.
  6) When it rains outside the paper is not double bagged and I have to dry it out before I can read it.
  
  I have asked several times for them to transfer my account to someone more reliable and they have failed to do so.
  I pay for this service and I expect these issues to be fixed now.

  

  Business Response

  Date: 05/23/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We've escalated this subscription issue to our distribution management team for review and correction.  We left a voicemail for the subscriber informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:05/01/2023

  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 have been having delivery issues with the Enquirer for some time now. I don’t receive a daily paper often. I have not gotten a paper at least 8 times in the recent past. Each time, when I contact Enquirer support, they promise to solve the issue but the delivery issue remains a chronic issue. I often don’t get credit on my bill for the missed paper. There is nobody that takes responsibility.

  

  Business Response

  Date: 05/08/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We escalated this matter to our distribution management team for review and correction.  We left a voicemail for this customer, informing them of the steps taken to resolve this matter and providing direct contact information in case further assistance is required.

• Initial Complaint

  Date:05/01/2023

  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 home delivery of the Cincinnati Enquirer is becoming more unreliable. Not only do I frequently not receive a paper, particularly the Sunday paper on Sunday, I receive it on Monday. Ridiculous. I file oral complaints to no avail.
  There has been no resolution that ends the problem. I pay almost $100 per month for a paper with limited news worthy value and delivery unreliability. Not worth the anguish. **** **

  

  Business Response

  Date: 05/08/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We applied a billing adjustment to their account and attempted to reach them via telephone to discuss.  As we were unable to reach them via phone we also emailed with an update and provided direct contact information for them to contact us and discuss this matter at their convenience.  We look forward to speaking with this customer and ensuring this matter is resolved to their satisfaction.

• Initial Complaint

  Date:04/27/2023

  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.

  I initially signed up for the digital subscription introductory offer for the Enquirer. Since then, the introductory offer lapse and now I'm being charged the regular $14.99 for a digital subscription which is much too high for my income level. But I have to call to cancel. Last time I called to cancel, I was badgered about why I was leaving, with a hard-sell push to get me to continue the subscription at a reduced (but not enough) rate. Why do I have to call? This is 2023. Digital subscriptions should be opt-in not opt-out (see pending legislation in Congress to end this practice). I want to cancel, but I'm not looking forward to the stress of being badgered by a hard-sell phone agent.

  

  Business Response

  Date: 05/01/2023

  The Cincinnati Enquirer regrets the frustration experienced by this customer.  We confirmed this subscription was successfully cancelled.  We are working to implement an online cancellation option in the near future.

• Initial Complaint

  Date:04/25/2023

  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.

  I(********* ******) had a paper subscription on auto-pay. I had to cancel my subscription due to financial issues. I know that they have the right to refund or not as it says on their bill(they did not), but they keep sending me a bill every month when i cancelled my subscription early.
  
  I have contacted them on multiple occasions. I live on a fixed income and have been trying to work on my credit with around $100 a month. If this goes to collections it could destroy years of work.
  
  They are saying that I owe $50.21.
  The bill does not state a service time or date period or description for what i a being charged.
  my account number is *********

  

  Business Response

  Date: 05/01/2023

  The Enquirer regrets this customer's frustration.  We spoke with them and informed them we've waived any balance due for their subscription.  Direct contact information was provided in case further assistance is required.