Telegram & Gazette
Reviews and Complaints

They are the worse company to do business with. Started the paper 3 weeks ago and have received only 2 papers. Call everyday and repeatedly get hung up on. Extremely frustrated. No one has helped.

No paper delivered since Feb 2020 (2-1//2 months now) despite daily calls to Customer Service. No explanation or follow-up by T&G. Also, T&G deducts $9 from prepaid subscription amount for each "special issue" that's included in the paper, shortening your subscription time. Worcester is a growing city (high-tech, medical education, new VA facility, new stadium), and I'm bewildered by T&G's negligence in seizing the opportunity to improve its place in the community. Very frustrating and disappointing all around.

We have been subscribers to the Worcester Telegram & Gazette for about 30 years. We have not moved, have not stopped the paper, and are paid up through the next few months. We have not received delivery of our paper since January 16. I have called their customer service 6 times to report this. I have filed complaints about missing papers through their automated system numerous times. I have left a message with the Telegram & Gazette directly. I have asked to speak with a supervisor or have a supervisor call me about the issue (I have been told this is not possible). Even after all of these attempts, we are still not receving the paper. The customer service reps are unconcerned and frequently rude. When I have asked them to review the information on my account form previous calls, most of the time it is incorrect. I am getting nowhere and don't know what else to do. All I am asking for is to have the product that I have paid for to be delivered to me. Thank you.

The issues of my previous Complaintsboard.com complaints against the T&G continue, i.e. non-delivery and untimely delivery of my newspaper. In the month of July alone, I did not receive a newspaper on the following days: 1,2,6,8,9,12,13,15,19,20,31. Absolutely horrendous! When I am fortunate enough to receive a newspaper, I NEVER receive it by the time guaranteed by the T&G. For example, today is Monday August 9 at 9:05 a.m. and I still don't have my newspaper and don't know if I will receive it at all. In my last complaint, the T&G responded saying that there is no one local to handle complaints and to call the "800" number. Doing so proves fruitless. How does Gannett/T&G expect someone in Florida to adequately handle issues in Massachusetts? Surely they can provide better customer service than that! As stated below, the ONLY resolution I will accept is a phone call from someone at the T&G who actually believes in customer service and who can tell me when my issues will be resolved.

Account # XXXXXXXX Case #XXXXX 8/31: Received invoice for a 52-week price (seven days plus e-edition) of $208.00 plus $9 paper statement fee, set to renew on 10/11. $217, applied on 10/02 2/22: Received renewal notice by mail stating that subscription would expire 4/03: this was only six months after I had paid for one year. 3/15: Called T & G, spoke with Dana, disconnected twice. Called back, talked with Trent. Trent agreed that invoice of $217 paid on 10/02 was valid and renewal would be 10/04. 6/23: T&G left message on my phone, that my subscription was expiring. 6/24: Called T&G , after paper was not delivered. Talked to Tamara, disconnected. Called back, spoke with Debra. She found no record of my call with Trent on 3/15, said there was nothing she could do. I asked to talk to her supervisor. She said all supervisors were busy and that one would call me back. Ishmael, called back and promised to look into this issue. Never heard back

I have not received a paper in the last 5 weeks. I have reported the issue and have been told it will be taken care of. I have a Thursday thru Sunday subscription. I have had the subscription since Feb 11, 2021 after being a customer for over 28 years. Before the last 5 weeks, I missed 2 weeks worth of papers but the Telegram considered that I received those papers because I would get the Sunday paper on Tuesday or the Friday paper on Sunday or the Thursday paper on Sunday, etc.; I do not want a paper that is 1 or 2 or 3 days late. Getting back to the last 5 weeks of NO paper. I try to call each day as they will not win that. I have tried customer call back and that does not work. They recently changed reporting of a late paper for that day can only be reported after 5 PM when the CSRS are not there. It used to be 10 AM to report no paper for that day. To Rate the Telegram an A+ company should be reconsidered. I just want home delivery on the day that the paper is printed..

The Worcester Telegram & Gazette contacted me on 5/11 and sold me a newspaper subscription. Since then I have only received the paper about five times, and have been forced to contact them on a daily basis to complain about delivery problems. I know that many West Boylston citizens are having similar delivery problems, and that many people do not have the time to report these issues on a daily basis. The only conclusion I can draw is that the Telegram is deliberately scamming its subscribers by offering home delivery in areas where they do not, in fact, deliver papers. They keep offering me a bill credit--which I am supposed to receive for each failed delivery and each failed redelivery--but I cannot see any evidence that any credits were applied. Desired resolution? I want my paper delivered every day as promised. I want my promised refund. I want them to stop advertising delivery in my area if they can't deliver. I want restitution for all of the time I've wasted on this.

I am a paid-in-full "Thursday through Sunday" subscriber however, I have not received a newspaper since the weekend of December 25. I have made four phone calls and sent one e-mail to the Telegram. Absolutely no one has helped me and to be honest, I feel I have been given the runaround and given a lot of BS. The first time I called I was apologetically told everything would be taken care of. The second time I called I was told that the issue would be escalated and the carrier and the carrier's supervisor would be e-mailed regarding the matter. The third time I called I was told the issue would be escalated and distribution center would be notified. The fourth time I called I was told the issue would be escalated and I would receive a newspaper the very next day AND I would get a call from your district manager. Nothing has ever happened. No phone calls, no newspapers. Nothing. My details for you to examine my account are as follows: *** XXXXX (XXX) XXX-XXXX Cell (XXX) XXX-XXXX

The Worcester Telegram and Gazette has not been delivered to my office for months even though both services on-line and delivery was paid for on my credit card. I have tried to contact them by phone on numerous occasions and spoke with a live chat representative with no results. They continually write that a credit will be issued and the non delivery will be addressed. I ask the on-line chat representative to give me a date and there is no date provided and no delivery after waiting for months. I do not read the newspaper on-line and is of no use to me to have this service. I would like a full refund if they can not provide the delivery service I paid for and they advertise providing on the web site. When you call the contact number you are brought through an automated menu and told to press a number for delivery issues but after that, the call is dropped and never resolved. WTG needs to be upfront if they can no longer provide delivery service and if they can they should stand by their promises! People are paying upfront for them lying to their customers! Horrible service and really frustrated with the lack of transparency.

After several phone calls trying to resolve a non delivery issue, i cancelled my subscription on 2/3/2022 and was told a refund would be issued in 1-2 weeks. I received a refund 3 weeks later but the amount appeared incorrect as it was roughly 25% of the $208 I had paid for 12 months after roughly 4 months of receiving the paper. I called customer service and was told they would review and get back to me. Never heard anything. Called again and was finally told my subscription was for only 6 months not the 12 as clearly stated on my invoice dated 8/15. I again was told they would review and get back to me but, as before, no one ever did. Several more calls ended they same *** and it was impossible to get past a person I was told was a supervisor. My final contact was an email sent to David Nordman, editor, asking that he give to someone who could at least look at this. This received no action at all even though I sent a copy of my invoice which as I said clearly shows 52 weeks as the term. At this point, I am totally disgusted with any "customer service" with the telegram and would like to either get my correct refund or at least some believable explanation of how a 52 week subscription turned into 26 weeks. Merely telling me my invoice is incorrect is not a viable answer in my opinion.

On January 2,2022, I ordered a 52 week subscription to the newspaper for my in-laws as a gift. I received a subscription confirmation immediately and the payment of $208 cleared my bank account on January 3. On February 8, I was made aware by my in-laws that they had still not received a delivery and that they had tried to call the telegram to resolve the issue but they said they had no record of the subscription. So I called their customer service department myself and was told to file an escalation by email in which I should attach evidence of the purchase. I emailed the escalation department and attached the bank statement reflecting the payment as well as my subscription confirmation email. They did not respond until February 21, when I was then asked to provide my in-laws names, address and phone number so they could follow up on the issue, which I did. On February 23, they told me they were unable to locate the account, so they would need the last 4 digits of my credit card to trace it with their finance department, which I provided. I received an email that said thank you for providing the information but nothing else that same day, and then I did not hear anything from them again. I emailed them on march 2 to follow up on the status and told them that I would much prefer if my in-laws could just start getting the newspaper I ordered for them, but if the issue could not be resolved soon, I would need to request a refund, but I received no reply.

I signed up for newspaper service in July. I never received a paper Despite being charged for 5 months. Customer service not addressing complaint. In July I signed up for newspaper service with automatic payment. At that time I was told I would need to wait 6-8 weeks for paper to arrive. After that time had passed I saw I had been charged once for $16 from company named Gatehouse media and just took it as a loss. Months later I found they were charging me $16 again in August, September, October, and November from an altogether different name (Worcester Circulation) , which is why I didn't realize it. I attempted to call their customer service on 11/24, 11/27, 12/2, 12/7, 12/8, and 12/9 but no person answers and all I get is an automated line without options to discuss cancelling service or refund of my money paid. I have contacted the telegram via multiple emails on 11/27, 12/6, and 12/8 asking for a phone call regarding the issue. They responded by telling me to call the customer service line that goes to an automated call system, also told me to call customer service without providing a number. I have tried the main reception desk at the telegram as well, which goes straight to a voicemail as well. At this point, I still have never received the paper, I've been charged a total of $80, and I have been unable to cancel the service. I want a refund of my money but most importantly don't want them to be charging my credit card anymore, but they aren't giving me the ability to cancel.

I have received home delivery from the Telegram Gazette since October And since then I have received very poor service A lot of the time the newspaper is not delivered at all or is not put between the front doors as requested as I am a disabled person and now I am over 60 years old Every time I call the 1-800 number for customer service I am promised that my newspaper will be delivered and will be put between the doors And it has not happened most of the time I am billed but I am not given a invoice showing my payment and or balance When the newspaper is not delivered I am told that I am credited for the missed newspaper But I have no proof of that as I am not given a invoice When I have to go out to buy a newspaper it is a hardship due to my disabilities and it's more expensive to buy the newspaper at a retail store compared with the cost of home delivery When calling the 1-800 number a lot of the times the automated system will hang up on me and most of the time I am unable to speak to a person The automated system will tell me that if I don't get my newspaper by 4-5pm to call and report it I call and I get a recording telling me that the office is closed This is very bad customer service and extremely frustrating All I want and need is my newspaper I learned how to read sitting with my Dad when I was 3-4 years old First grade I was reading at a 3-4 grade level due to reading the newspaper every day with my Dad They say o well you can read the electronic edition of the newspaper Yeah right Newspaper is a piece of paper that I hold in my hands Not a tiny screen on my iPhone The tiny screen can't be folded and I can't cut out articles out of the screen of my iPhone Please help me

-Billing issue -Delivery issue -Customer service issue Account #[protected] -Billing: Received a bill dated 02/08 for a 52 week price of $208.00 which was paid via check #4733 and set to renew on 03/18. When I called the general customer service number for a complaint of non-receipt of the newspaper, when I asked what the end date of my subscription was, I was told September 09. That's not 52 weeks (see attachment)! -Delivery issue: Reverse side of bill states that I should receive my newspaper by 6:30 a.m. Monday through Friday, 7:30 a.m. Saturday and Sunday. The personnel at the general customer service number state that it is 8.a.m. Monday thru Friday, 9 a.m. Saturday and 10 a.m. Sunday. So...A. why the discrepancy?...B. what are the correct times?...C. why am I not receiving the newspaper Monday thru Friday by the later of the of the two times (8 a.m.)? Again, see attachment. -Customer service issue #1: When I call the general customer service # and am asked by the automated system to input my 10-digit phone number and the digits of my home address the system states it has no record of my subscription. I have asked numerous times that this be corrected but never is. Why? -Customer service issue #2: The Telegram and the Complaintsboard.com state that Amy Rawson is the circulation/customer service supervisor. Last week I left 2 messages with her to call me regarding the above issues so that I wouldn't have to go through the Complaintsboard.com. Never received a call. Why? Is that what the Telegram/GateHouse Media calls "customer service"? I would appreciate a response to the above issues. In addition, the personnel at the general customer service phone number handle more than one newspaper and cannot answer questions put to them. I would like to know who the LOCAL contact is at the Telegram (name and phone number) who can accurately answer questions such as I have listed and who returns phone calls. Thank you.

I had previously filed a complaint about non-receipt of the Worcester Telegram and Gazette, which I had paid to receive 7 days a week through December 2022. There were 5 days, from April 4 to April 8, 2022, when I did not receive the newspaper. Despite daily complaints through email, phone, and chat, and assurances of immediate resolution, the issue persisted without a response from customer service. The issue was temporarily resolved with credits and resumed deliveries. However, I am now facing the same problem, with no deliveries for the past six mornings. This is after a previous 2-3 week period of non-delivery, which had been resolved. The lack of delivery is frustrating, and we have not received any credits for these recent issues. I am seeking credits for the missing deliveries, prompt resumption of service, and a plan from the vendor to prevent future occurrences.

Hello, I was given a subscription to the paper as a gift at the end of June , which I never really wanted. It was 13 weeks and said that it ended after 13 weeks, so I thought it would just expire. Little did I know that I would be charged, and that I had to ask for it to end. I called in Oct when the paper was still coming, they told me that I had to request to cancel it, which I did, they said I still owed the $29 for renewal because I never cancelled the paper. However, I kept getting the paper, for two months, even after it was cancelled, even tho I called every week to ask them to stop sending it. I finally talked to one person right before Christmas, and the paper stopped coming. Before it stopping, I talked to over dozen people on the phone, I talked to people online thru instant messanger on the telegram website & I tried emailing a bunch of people. I also went to their office downtown but its closed. In ***, I still owed the $29, and since I didn't want it to go to collections, I sent a check to them, stated that I was paying the final balance on the closed account. Well, they just re-opened my account. Not only do I not want the paper, I no longer live at the address that they have on file, so the people that live there now will be responsible for picking up the trash. Now their processing is down until next Sunday. I do not want them to start delivering, because they won't stop. But also, I don't want to be charged for the subscription, I wanted my payment to go to my past due balance. When I called today, they said that it would be cancelled, but I do not believe them at all, they have never been correct in this. And I want my payment applied to my balance. When I called their parent company today, Gannett, the man hung up on me when I told them I was calling about the Worcester Telegram and Gazette. This is super frustrating, everything is outsourced, and nobody can ever help there. The address on the account is *** # X *** XXXXX

I requested to start service of the newspaper on 11/20 and was billed $12. Was told it would start 11/22. Have not received any papers yet. On 11/20, I requested a Sunday only subscription to the T &G. My credit card was billed and I was told I would start receiving the paper 11/22. To date, I have received no papers. Today I called and was told that instead the money was put towards a past bill owed. I DO NOT owe them any money, and nonetheless, the order was for a new subscription. Back in October , I order and paid for 3 months of the paper for $52. There was no condition that I had to cancel it. It was just an order for 3 months at $52. Period. During that 3 months time, there were MANY missed papers, for which I had to constantly call them and tell them to credit me. The subscription should have run through mid January, and was PREPAID! Mysteriously, after having many papers not show up and calling multiple times, they stopped delivering my paper completely. When I called, they said I hadn't answered an email about extending my subscription. I told them my subscription had not run out but that at the end of it I had not intent on continuing the subscription as they continually missed delivering the paper to me. So they finally restarted the subscription. Then, it never stopped being delivered. It continued to be delivered through the summer of 2020, but I had NOT renewed my subscription and even called to tell them to stop delivering it to me. So now they are telling me that I owe them for that error on their part. I did not ask for the paper to be delivered through the summer and even had asked them to stop. Their error, not mine. I OWE THEM NOTHING. And when they called me two weeks ago and asked if I would like to re-subscribe, I "Jokingly" said I would just take the Sunday paper if they could figure out how to get it to me this time. HERE we go again. They charged me but I have no paper as of this date. And customer service is HORRIBLE. When I asked to speak to a manager they disconnected me. When I called back she said she couldn't help but that billing would be in touch with me in 5 days. I don't expect that will happen. I have disputed the charge on my credit card and will not have anything to do with this paper in the future.

Never have received the paper, unable to get a refund. Back in August, I went into *** grocery store. There was a gentleman peddling the paper by offering a gift card to the store in exchange for signing up for the Worcester Telegram and Gazette to be delivered to my home in *** daily. The subscription would be $16 a month. From that date I never once received a newspaper, and I completely forgot about signing up. In the beginning of December, the same gentleman was in the grocery store peddling the newspaper, I realized that I never received the paper. I told him and he said that that just wasn't right. He gave me the Customer Service number to call and get it straightened. I came home, checked my bank and realized I had been being charged every month, but never had gotten a paper. I called the customer service line on roughly 12/10 and spoke to CSR that basically said it was my fault. She said I should have realized that I was being charged and called sooner. She also said that there was no way that I could get a full refund. She was rude, and I unfortunately didn't get her name, but asked for a supervisor. She said that one would call me and never did. I cancelled my subscription on this day. On 12/17 I received a phone call from a 3rd Sales and Promotion vendor for the Worcester Telegram and Gazette offering me special pricing to renew my subscription, his name was Brandon. I explained the situation and he stated that for everything that I didn't receive, I should get a refund of 100%. This would be 5 months of papers and total $80.00. He said to call the customer service number again and tell them that I spoke to him. On 12/17, I spoke to Jasmine in customer service at the Telegram and Gazette, she apologized and said I should get a full refund. She stated that the CSR I spoke to previously in the month only put a refund in for $3 and some change. She didn't know why and that she would correct it, and someone from billing would call me back. I never received any refund or a phone call. Today I called, waited on hold for 15 minutes, finally got a CSR, and said I wanted a supervisor. I explained the situation, she said hold please and left me there for more than 25 minutes. At that point I hung up, I found their contact us page on the web, I called the Office Manager, Kim M XXX-XXX-XXXX, no answer no voicemail. I called the Sales Support Manager, *** R XXX-XXX-XXXX, no answer, I left a detailed message. I called the Operation Manager, Gary B XXX-XXX-XXXX no answer, left a voicemail stating that I would be contacting the Complaintsboard.com. I would like a full refund and to ensure my subscription is cancelled.