16 Customer Reviews
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Review from Molly S
1 star04/23/2024
I subscribe to the newspaper 7 days a week. I very rarely receive my newspaper every day. Haven't gotten it in four days straight. Regular carrier injured and can't drive. No substitute so I don't get my paper delivered. Same if he takes a vacation day...no paper delivery. I'm given credit of 21 cents yet to buy a paper at the news stand costs me 3.00 dollars. Whoever is running the distribution needs to go back to school. I paid you already. I want my paper. You took my money but didn't give me the paper. Customer service is someone in the Phillipines with a rooster crowing in the background. This is on going for several years. I want my paper!!!Review from Paul E
1 star02/21/2024
We have been TimesUnion/D&C readers since August, 1979 with 7/day home delivery since the mid-90's. Our home delivery service is the worst sustained service of any kind that I have ever experienced from any vendor in all my 82 years. And that is not an exaggeration: -Last year (2023) we had a total of 136 missed deliveries. -We had 12 missed deliveries in January 2024 and 16 more (out of 21 days) this month -The last time we had a Sunday paper delivered was December 3, 2023!!!! And only 1 Saturday paper during that same period. I could go on and on but hopefully I've made my point. This has been inexcusable. I've tried everything I could think of to get our problems fixed without success: -Numerous calls to "Customer Service". -Several letters to the D&C Subscription Processing Center in Louisville, KY -E-Mails & Phone calls to several people at Gannett.com -And now this BBB complaint I should give up but my wife and I really do miss our D&C. Fortunately I canceled my EZPay so they can't charge my credit card. So I'll just keep trying.Review from Encie G
1 star11/01/2023
I totally agree with ***** ** Review of 6/13/22. Today, after not receiving the paper for 3 days in a row, the online agent told me, I could read the “e” version! I pay for a paper paper and expect to receive it. Also, my 90+ year old mother in law who lives close by (supposedly the same delivery person) hasn’t a clue what a smart phone, tablet or pc is. Her last bill was for $66. Where are the credits she is suppose to receive for non delivery after she calls? Today (Wednesday), she just received Tuesday’s paper, but not Wednesday! We didn’t get any paper. Doesn’t make any difference how long of a customer you’ve been-you get the same answer every time you call-on the rare occasion you can get past a recorded message.Review from STEVE L.
1 star09/18/2023
The Democrat and chronicle hires fools and morons, the company doesn’t follow up on their employees, the employees have free reign. I have a 90 yo father and he CANNOT WALK OUTSIDE WELL, we find the newspaper never where we would need it to be, instead it’s in the sidewalk, bushes, flowers wherever the morons want to throw it. The newspaper needs to be bagged always, not once in a while. MORONS MORONS I TELL YOU.Review from David G
1 star06/02/2023
The home delivery system is weak and their response to missing papers is pathetic. when you call their published number, you get a robot, no attempt to assist ("we are sorry ..." robot response", and no way to interact with them. I wish there was another newspaper in the area for I would surely use it and cancel the D&C.Review from Robert A
2 stars05/19/2023
I have had Saturday and Sunday only for over three years. The bill is different every month. They periodically raise my rate or dream up a new service and add it to my account without my authorization. Last month they billed me $60 and $28 this month for my $16 subscription. They will ony accept payment via auto credit card billing. This is one of many issues Im having with them. Id love to support a local real newspaper business but the're awful.Review from Anne K
1 star02/10/2023
I was assisting my 90 year old aunt with her bill. The representative indicated that she would be charged $5.00 a month for a paper bill. This is obviously discrminating to the elderly and the disadvantaged and anyone who does not have access to a computerReview from Bonnie J.
1 star10/02/2022
I have never seen a business to be able to continue their lousy service … the horrible delivery service has been going on for quite sometime but in the last few months are unacceptable !!! I have made numerous calls and spoke to so many different people that are not even based in the Rochester area .. they keep crediting me but I am not sure for what?? I paid for a service that I am not receiving and they don’t want to refund me… they need to write an article about their service in their own paper…but if your looking to read it good luck on actually getting a paper delivery!!!Review from SCOTT L
1 star08/13/2022
The worse deliver service ever. There were days I never got my paper and most times thrown in a snow bank in the winter and rose bush in the summer. Wanted it on my porch got it one time on the porch in two plus years. They don't care and took money out of my bank account for lousy service. Will never go back. They should be paying me for the crappy service they gave me. The customer service was ok but they are not even local !! If they had lower ratings I would give them no stars!!Review from Joanne C
1 star07/28/2022
Yet another item that the D&C has removed from their newspaper….the listing of homes sold in the Saturday newspaper. This is not right it has been a staple item in the D&C for years and years. It is getting to the point where the subscription to the D&C is a waste of money since they continually remove news that has been part of the newspaper for years and years.
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