The Charlotte Observer

Repeated failure to deliver Sunday newspaper
In November, 2018, I accepted a 13 week Sunday newspaper subscription. Since that time I have called the Charlotte Observer almost EVERY WEEK to complain about a delivery problem. The newspaper is never delivered before the promised 7AM, often missing sections and occasional ... just never delivered. Customer service is always apologetic and promises the problem will be handled; but it appears the problem is just IGNORED!

I subscribed to the newspaper and never received my paper for 8 weeks, since I moved.
I moved Jan 24th of this year. My newspaper subscription was supposed to continue at my new address per my phone conversation with customer services at the Charlotte Observer. For 8 weeks I have reported not getting the newspaper. Every week I am told they will deliver the newspaper to me on Sunday to which I subscribe. I even cancelled my subscription but they called me and offered me a gift card and my newspaper delivered on time every Sunday. I still have not received one newspaper since I lived at this address from the Charlotte Observer.

Repeated failure to deliver Sunday newspaper
In November, 2018, I accepted a 13 week Sunday newspaper subscription. Since that time I have called the Charlotte Observer almost EVERY WEEK to complain about a delivery problem. The newspaper is never delivered before the promised 7AM, often missing sections and occasional ... just never delivered. Customer service is always apologetic and promises the problem will be handled; but it appears the problem is just IGNORED!

Dealing with The Charlotte Observer was one of, if not the worst, customer service experience I've ever had. Not only is the delivery service abysmal, cancelling the service is seemingly impossible. It took months of phone calls and emails to finally get them to cancel the subscription. During those months they called me for both collections and requesting that I renew my subscription. Almost every representative that called me from both collections and retention was rude and unprofessional, and there was no accountability for the terrible service.

I signed up for a 1 month trial subscription for the Sunday newspaper. I never once received a paper. I called and canceled my subscription.
After canceling, I have been harassed by The Charlotte Observer 1-5 times per week. They say I owe them $39.55. I have never received a product or service from them. I spoke with them at least 5 times about this issue but it was never resolved. I asked to be removed from the system. I was told that my account would be updated to reflect a zero balance and closed. Now they have reported me to collections.

I signed up for a 1 month trial subscription for the Sunday newspaper. I never once received a paper. I called and canceled my subscription.
After canceling, I have been harassed by The Charlotte Observer 1-5 times per week. They say I owe them $39.55. I have never received a product or service from them. I spoke with them at least 5 times about this issue but it was never resolved. I asked to be removed from the system. I was told that my account would be updated to reflect a zero balance and closed. Now they have reported me to collections.

Dealing with The Charlotte Observer was one of, if not the worst, customer service experience I've ever had. Not only is the delivery service abysmal, cancelling the service is seemingly impossible. It took months of phone calls and emails to finally get them to cancel the subscription. During those months they called me for both collections and requesting that I renew my subscription. Almost every representative that called me from both collections and retention was rude and unprofessional, and there was no accountability for the terrible service.

I have used their website opt out to request STOP receiving the Charlotte Values and Encore, but still getting it and now my HOA fines us for it!!!!!!
I have used their website opt out to request STOP receiving the Charlotte Values and Encore, but still getting it and now my HOA fines us for it! I have requested this numerous times and they continue to leave their litter in my driveway. My HOA has deemed their trash as unsightly and we now receive fines for them in the driveway. I don't want them. I keep asking them to STOP. They won't STOP.

We have many forums about them and it seems NO ONE wants them in my neighborhood. If enough of us receive fines for them, I've sure it'll be easy to get a major lawsuit filed over this and make them pay legal costs.

I'm tired of them disgracing our neighborhood with their advertisements. I've followed their rules SEVERAL times to get them to stop and they won't. Now we potentially face $50 fines because of their actions. THEY NEED TO STOP!

I have used their website opt out to request STOP receiving the Charlotte Values and Encore, but still getting it and now my HOA fines us for it!!!!!!
I have used their website opt out to request STOP receiving the Charlotte Values and Encore, but still getting it and now my HOA fines us for it! I have requested this numerous times and they continue to leave their litter in my driveway. My HOA has deemed their trash as unsightly and we now receive fines for them in the driveway. I don't want them. I keep asking them to STOP. They won't STOP.

We have many forums about them and it seems NO ONE wants them in my neighborhood. If enough of us receive fines for them, I've sure it'll be easy to get a major lawsuit filed over this and make them pay legal costs.

I'm tired of them disgracing our neighborhood with their advertisements. I've followed their rules SEVERAL times to get them to stop and they won't. Now we potentially face $50 fines because of their actions. THEY NEED TO STOP!

Took out a weekly paper subscription and to this day I have still not got any papers.
I took out a weekly paper subscription from a guy selling The Charlotte Observer at*** in *** NC. The paper was suppose to start that week. I hadn't gotten any papers so I called the company. They assured me it would be fixed and I would get my paper the next day. A week goes by and still no papers. I called the company again and told them I still hadn't gotten any papers and that I just wanted a refund. They told me they had processed the refund and I would be getting a check in the mail. After weeks and no check I called again. The lady said there was no remarks about a refund and said she would fix and and I would be getting a check in the mail in about 2 weeks. Still no check so I called again. The lady assured me they had sent the refund check and I would be getting it in the next few days. I let her talk me into just getting the Sunday paper so they took more money. I still haven't gotten any papers whatsoever but they will not send my money back. I have talked to them several times since then and I always get the same response. Checks in the mail. I think it's a disgrace that The Charlotte Observer has lowered itself to taking peoples money and lying to them about refunds. They awe me around $17.00. I don't know the exact amount, but they do. They told me everything they promised a refund how much I would be getting back. All I want is my money back with interest.

Took out a weekly paper subscription and to this day I have still not got any papers.
I took out a weekly paper subscription from a guy selling The Charlotte Observer at*** in *** NC. The paper was suppose to start that week. I hadn't gotten any papers so I called the company. They assured me it would be fixed and I would get my paper the next day. A week goes by and still no papers. I called the company again and told them I still hadn't gotten any papers and that I just wanted a refund. They told me they had processed the refund and I would be getting a check in the mail. After weeks and no check I called again. The lady said there was no remarks about a refund and said she would fix and and I would be getting a check in the mail in about 2 weeks. Still no check so I called again. The lady assured me they had sent the refund check and I would be getting it in the next few days. I let her talk me into just getting the Sunday paper so they took more money. I still haven't gotten any papers whatsoever but they will not send my money back. I have talked to them several times since then and I always get the same response. Checks in the mail. I think it's a disgrace that The Charlotte Observer has lowered itself to taking peoples money and lying to them about refunds. They awe me around $17.00. I don't know the exact amount, but they do. They told me everything they promised a refund how much I would be getting back. All I want is my money back with interest.

We have not received our Charlotte Observer for 14 days in a row now. Customer service promises to resolve the problem. NOTHING has happened.
Our active account number is: ***
The paper has not been delivered 14 days in a row.
Almost every day I contact Customer Service...this is a call center in ***.
The answer is always the same:
We will redeliver your paper by 1pm
We will escalate your issue.
We will resolve your issue.
You will get the paper tomorrow.
NONE of these has ever happened.
Our credit card was charged $196 for 13 weeks. We are paying and not receiving the paper.
I finally figured out how to file a complaint online and have done so.
The problem started around the time we added the Sunday New York Times. Someone placed a yellow diamond sticker on a piece of grey duct tape and taped that to our mailbox.
There already is a red rectangle tape on our mailbox indicating we are supposed to get the Observer 7 days a week...but we are not.
On one of my phone calls they promised to "credit my account."
Our subscription was initally set to expire on May 5 and they said they added 10 days to it so the new expiration date is May 15. I don't know if they actually did this or not.
After paying the last installment I cancelled the paper for any future billings and the subscription is supposed to end May 5. (Now May 15)
But we are fully paid through May 5 (15)
My account shows active.

We have not received our Charlotte Observer for 14 days in a row now. Customer service promises to resolve the problem. NOTHING has happened.
Our active account number is: ***
The paper has not been delivered 14 days in a row.
Almost every day I contact Customer Service...this is a call center in ***.
The answer is always the same:
We will redeliver your paper by 1pm
We will escalate your issue.
We will resolve your issue.
You will get the paper tomorrow.
NONE of these has ever happened.
Our credit card was charged $196 for 13 weeks. We are paying and not receiving the paper.
I finally figured out how to file a complaint online and have done so.
The problem started around the time we added the Sunday New York Times. Someone placed a yellow diamond sticker on a piece of grey duct tape and taped that to our mailbox.
There already is a red rectangle tape on our mailbox indicating we are supposed to get the Observer 7 days a week...but we are not.
On one of my phone calls they promised to "credit my account."
Our subscription was initally set to expire on May 5 and they said they added 10 days to it so the new expiration date is May 15. I don't know if they actually did this or not.
After paying the last installment I cancelled the paper for any future billings and the subscription is supposed to end May 5. (Now May 15)
But we are fully paid through May 5 (15)
My account shows active.

Refusal to deliver newspaper or respond to complaints
Without a doubt, the Observer has the worst customer service. My 90 year old mother has paid in full for delivery of the paper 7 days a week. Multiple times the paper never arrives, but the most recent occurrence has been the most frustrating. She has not received a paper for six days. We have called on her behalf four times and each time was told the matter has been "escalated" (whatever that means). Most of the time you cannot speak to a live person. When you do reach a live person, they will not let you speak to a manager. But, they will say that a manager will call (never happened). Each time, there is a promise that the paper will be delivered the next day.

I am 74 years old. I took a 1 year subscription to the paper. They delivered paper a month or so after subscription ended. I did not agree to pay
No payment beyond the 1 year (which I paid them for) was agreed to. They kept delivering the paper beyond the 1 year agreement period and now they are calling me and having other companies call me daily asking for $40. They call from telephone number ***.
This is harassment, I am a senior citizen and I need assistance.

Refusal to deliver newspaper or respond to complaints
Without a doubt, the Observer has the worst customer service. My 90 year old mother has paid in full for delivery of the paper 7 days a week. Multiple times the paper never arrives, but the most recent occurrence has been the most frustrating. She has not received a paper for six days. We have called on her behalf four times and each time was told the matter has been "escalated" (whatever that means). Most of the time you cannot speak to a live person. When you do reach a live person, they will not let you speak to a manager. But, they will say that a manager will call (never happened). Each time, there is a promise that the paper will be delivered the next day.

I am 74 years old. I took a 1 year subscription to the paper. They delivered paper a month or so after subscription ended. I did not agree to pay
No payment beyond the 1 year (which I paid them for) was agreed to. They kept delivering the paper beyond the 1 year agreement period and now they are calling me and having other companies call me daily asking for $40. They call from telephone number ***.
This is harassment, I am a senior citizen and I need assistance.

I cancelled my subscription with The Observer's call center and they proceeded to charge me for an extra 90 days and turned me over to bill collector
I only subscribe annually and pay in advance by check because I know that the Observer will not stop even if I don't renew - and charge my credit card. I actually state on my check and billing invoice that this is only for a year and cancel after the year is over. I also called their customer service call center to communicate in advance that the subscription is cancelled. Needless to say they charged me for an extra 90 days and then turned the billing immediately to a collection agency. Impossible to talk to anyone at the Charlotte office, but I did talk to the collection agency and they won't reverse the claim unless I have a cancellation number form the call center. This all on a subscription I clearly canceled. The Observer is simply not operating fairly and discouraging to think the newspaper we should trust is not operating fairly at all. I clearly will tell friends and family to NOT TO START A SUBSCRIPTION WITH THE OBSERVER.

I cancelled my subscription with The Observer's call center and they proceeded to charge me for an extra 90 days and turned me over to bill collector
I only subscribe annually and pay in advance by check because I know that the Observer will not stop even if I don't renew - and charge my credit card. I actually state on my check and billing invoice that this is only for a year and cancel after the year is over. I also called their customer service call center to communicate in advance that the subscription is cancelled. Needless to say they charged me for an extra 90 days and then turned the billing immediately to a collection agency. Impossible to talk to anyone at the Charlotte office, but I did talk to the collection agency and they won't reverse the claim unless I have a cancellation number form the call center. This all on a subscription I clearly canceled. The Observer is simply not operating fairly and discouraging to think the newspaper we should trust is not operating fairly at all. I clearly will tell friends and family to NOT TO START A SUBSCRIPTION WITH THE OBSERVER.

The newspaper has not followed through on numerous promises of issuing a refund/credit to me.
Last year paid $278.85 for subscription
Charged $368.08 this time
12-17-18
I called, spoke w/ Claire. After discussion with her supervisor a $66.48 refund to my credit card was agreed to.
1-17-19
I called, spoke w/ Rachael. She found notes from previous call. Told me someone from the finance dept. would call me within 24 hours.
1-18-19
I called back after the 24 hour period. Spoke w/ Gail. Said information was forwarded to finance dept. She told me to give it time and it would be taken care of.
2-6-19
I called, spoke with Vicki. Told finance manager has information, but nothings been done. Told me she'd follow up on it, and it would take 7- 10 days after approval for credit. Told me I should receive a call when the credit is issued. Told her I'm ready to cancel the paper if this isn't taken care of in a timely manner. Said she'd pass that on.
2-19-19
I called, spoke with Claire. She spoke with the supervisor and requested I give her until tomorrow for credit. She'd call me back about 4:00 pm with news of credit.
2-21-19
I called, spoke with Claire. She now recognizes my account when getting the information necessary to look it up. Told her I had made 6 calls to no avail. I cancelled my subscription and told her I wanted a refund for the entire amount of $368.08 that originally was automatically charged to my credit card. She cancelled the subscription and told me it would take 3 to 5 days to get the refund.
I expressed my concern about getting the full refund when I couldn't get a partial one. She told me it shouldn't be a problem now that the subscription had been cancelled.
2-28-19
I called, spoke with Claire. She told me that the supervisors were in a meeting, but one of the supervisors would call me back within an hour.
2-28-19
I called, spoke with John, after waiting two hours for the call back. He kept making excuses. Some of which were:
- because of a glitch, my refund request didn't go in until the 26th, so
I have to wait
- doesn't know why I 'd be told I get called back within an hour,
because it doesn't work like that
- told me I didn't call when I did ( I kept records during each call.)
I told him I now wanted $500 for all the calls, time, inconvenience, and problems it caused with my schedule waiting for the return calls that never came. That's $20 a call after the first call. I told him that tomorrow I'd want $600 if this isn't taken care of now. I told him I wanted a call back within one hour to confirm the credit had been issued. I was done with lies, glitches, and no follow through.
3-2-19
Never received a call back. Checked with the credit card company and no credit had gone through.

Through all of this, being put on hold and the customer service representative checking with a supervisor was a constant. Claire was nice to work with, although no results where obtained. During one call, told me she didn't understand what the problem with issuing the refund was, that it was a simple matter.

Amazingly:
-I received a call from a newspaper representative asking why I
cancelled the paper. I started telling him, but he really didn't want to
hear it. He cut me off and offered me a deal to keep the paper. The
initial amount of the refund would be honored, the subscription
would be extended by two weeks, and a small gift card. I declined
this offer.
-A message was left on my answering machine, after I cancelled
the subscription, saying that my paper delivery should have started
today and to call customer service if it wasn't received. The paper
wasn't received, and I didn't call.