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.

close

Find a Location

The Cincinnati Enquirer has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/06/2023

  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 have two active subscriptions through *** *****- one for Cincinnati Enquirer and one for the ********** ******* *******. In August I was unable to view my Cincinnati digital content. It appeared my subscription had discontinued (unfortunately the website offers limited billing information to view) so I reentered my cc info. Even though I couldn’t use the initial subscription I have been double charged since 8/22. The rep confirmed the double charges, but are unable to refund me or escalate the process. I would support a full refund or a reduced charge over an extended period that matches the amount taken from my account.

  Business Response

  Date: 02/07/2023

  The Enquirer regrets this customer's poor experience.  We have initiated a refund of the duplicate subscription charges which will be processed to the customer's card within the next few business 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: 02/13/2023

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

   

  only two months were refunded back. Unfortunately I can’t view my payment history on their website and they have not provided that for me. Please refund each month from Aug to now or provide a complete payment history of both Cincinnati Enquirer accounts from august to now showing I only paid a duplicate charge twice. 

  Business Response

  Date: 02/14/2023

  Upon further review we found a 3rd account that was charged to this customer from August 2022 through January 2023.  We are having these additional charges refunded as well.  We've again reached out the customer and left them a voicemail asking that they contact us to confirm this will resolve this matter to their satisfaction.  We look forward to hearing back from the customer.  

• Initial Complaint

  Date:01/20/2023

  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.

  Eight straight work days I contacted the Enquirer delivery help line about not receiving todays paper. Each time I was promised a delivery the next day . The promise was never fulfilled! The circulation system is broke . One department does not know what the other can do. Eight straight days of unfilled promise The system is broke.

  Business Response

  Date: 01/20/2023

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

  Customer Answer

  Date: 01/23/2023

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

  10 straight non delivery of the weekday Enquirer, after calling the helpline 9 straight days and we promised a delivery. Even talked to Gannet ,the said can not help but understand .
  

  
  

   

  Business Response

  Date: 01/24/2023

  The Enquirer regrets the frustration experienced by this subscriber.  We followed up with our distribution partners who confirmed we have a new carrier on this route effective today.  We spoke with the customer, confirmed they received today's paper, and confirmed they have direct contact information to reach us in case further assistance is required.

• Initial Complaint

  Date:12/18/2022

  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.

  We subscribe to the Sunday print edition of the Cincinnati Enquirer and the digital edition seven days a week. In the six-week period from November 13, 2022 to December 18, 2022, there were four Sundays when we did not receive the print edition. Each time we did not get the paper, I called the Enquirer's customer support number and reported the problem. Each time, I was told by the recorded voice that my issue would be escalated to the proper manager and that my problem was being taken seriously. Yet, the problem has not been resolved. On December 4, after the third missed delivery, I sent an email message to the Enquirer's customer service email address explaining the problem, requesting a credit for the missed deliveries and an explanation of what steps were being taken to resolve the problem. After receiving no response, I followed up on December 9 with the same requests. I still did not receive a response. We seek a direct response from someone at the Enquirer with the following information: a) confirmation that our account has been credited for the missed deliveries, b) an explanation of what steps are being taken to correct the problem, and c) assurance that future email inquiries will be answered.

  Business Response

  Date: 12/19/2022

  The Cincinnati Enquirer regrets the frustration experienced by this subscriber.  We've escalated this matter to our distribution management team to ensure these service issues are resolved going forward.  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: 12/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** *********  The response is satisfactory, as I now have a direct contact at the Cincinnati Enquirer in case the issue is not resolved.  Now that I have a direct contact, I think I can move forward without the BBB's involvement.  Thank you for handling this matter.

  
  
  Regards,
  
  
  
  **** *******
  
  

• Initial Complaint

  Date:12/16/2022

  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.

  In September, 2022, my “special” pricing expired and my account was charged $9.99 by automatic debit. I do not dispute this but I called to cancel my account because I did not want to pay that much for a crappy newspaper. The phone assistant offered me a rate of $3.25 to continue my subscription, and I accepted. In October, 2022, I was again charged $9.99. I called to cancel again and complain about the charge. The phone assistant this time offered me a rate of $1.67 per month and promised the extra charges would be refunded. The refund never happened. In November, 2022, I was charged $3.25 for the month. I was sick of calling and let it go hoping it would be corrected for December. In December, 2022, I was again charged $9.99! This was never authorized. I called to cancel my subscription again and then used chat to address the charge. This attendant told me that they never give refunds even when a charge is not authorized. They refused to assist me with this.

  Business Response

  Date: 12/20/2022

  The Enquirer regrets the frustration experienced by this customer. We have initiated a refund for all charges for this subscription from October-December 2022, which will be processed within the next few business days.  We have attempted to reach the customer and left voicemails with our direct contact information in case further assistance is required.

• Initial Complaint

  Date:11/06/2022

  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 purchased this property in August 2022. The previous Owner cancelled her subscription but the newspaper still gets delivered daily.
  
  I am NOT a subscriber and DO NOT want to receive the paper. I have contacted the Enquirer twice and requested they stop delivery to my address. They choose to ignore my requests.
  
  PLEASE STOP DELIVERY IMMEDIATELY.

  Business Response

  Date: 11/10/2022

  The Enquirer regrets the frustration caused by our error.  We have escalated this matter to our distribution management team to ensure delivery to this address stops going forward.