Washington Post - Bad Delivery Service

Washington Post Home Delivery - Complaint
Review by LisaPit on 2012-05-30
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
ANNANDALE, VIRGINIA -- When I started our subscription to the Washington Post, I specifically asked where the paper would be delivered. It is difficult for me to walk, and I can't get the paper when it's too far from the door. The customer service representative assured me the paper would be delivered on or near my front step. Everything was great for awhile, and the paper was near the front step every morning. Then it started showing up in the driveway, front yard, gutter, and sometimes the bushes. I complained and the paper would again be delivered to the front step for a few days before I had to start searching for it again.

I contacted the subscription manager (Ms. L[snip]) at least 8 times, asking for her to reply to me. She never did. I contacted Subscriber Services and was told that my complaint had been elevated to the Zone Manager and I would receive a call within 48 hours. No call. No response at all. I cancelled the paper.

In a time when newspapers are losing subscribers, you would think they would care a little more about customer service. I was perfectly happy to pay for the print version of the paper, but they refused to deliver it in a manner that was accessible to me. Now I just read the paper for free online.
Comments:2 Replies - Latest reply on 2012-05-30
Posted by T on 2012-05-30:
Good complaint. Unfortunately, though I believe your logic is very good if not excellent, it is same ole same ole in the delivery business. Well, not totally, they probably have a lot less subscribers. You would think they could pay better attention to the ones left.
Posted by S. on 2012-05-30:
At one time I had the same problem with our local bird cage liner (Free Press). I withheld payment until it was resolved to my satisfaction. Guess $$ finally got their attention.

If I could access what they call the 'e-edition' online at no cost, I'd stop delivery which is only Thursday, Friday, and Sunday. But only paid subscribers can do so.

I know looking at a computer monitor isn't the same as sitting on the patio with the newspaper and a cup of coffee, but you definitely did what I'd have done.

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