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Resources for Businesses

My Home Location

Columbus, OH, USA

My BBB

BBB of Central Ohio
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Business Profile

Newspaper

The Toronto Star

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Newspaper.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:18/11/2024

    Type:Order Issues
    Status:
    Answered
    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 signed up for a promotion for a digital subscription with the Toronto Star in August 2022 using my debit **** card. The email on the account is wrong and I have been unable to access it to cancel the account. Since then, I have been billed 22.59$/month. I have called the Toronto Star multiple times, emailed them transaction records (**** ** *** *** ********) and explained that the email is wrong to cancel the account. One person I spoke to said she would reset the password, and login so she could at least stop the charges and that hasn't happened. I have been asked for transaction numbers for the charges but have explained multiple times that I cannot provide this because it was on my debit **** and one isn't provided. I would like to be refunded for all of the months I paid for, have this charge stop, and the account cancelled. I have never been able to access the account and have no way to stop the charges. I have tried multiple times to deal with The Toronto Star directly and keep going in circles. It has now been over 2 years of being charged 22.59/month for something I don't want, can't use, and can't cancel.

    Business Response

    Date: 01/12/2024

    Good afternoon,

    Our team has spoken to the customer on November 26th, 2024.  Mr. ***** has agreed to a refund of $338.85 which has now been processed by Cheryl on November 27th, 2024.  

    We apologize our team was unable to locate the account when Mr. ***** contacted us recently.  We hope Mr. ***** is satisfied with the resolution that Cheryl provided.

    Thanks,
    Brenda

  • Initial Complaint

    Date:02/01/2024

    Type:Order Issues
    Status:
    Unanswered
    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 requested and paid for a 12 month Saturday home delivery for my sister in Guelph , Ontario on December 21,2023. I expected to have the delivery start on the next available date hopefully before Christmas. The delivery information provided to me stated that it usually takes 3-5 days for home delivery to begin This was to be a Christmas present; When I checked my billing information I was informed via remote response that my current subscription is paid up until February 2025. * ** **** *********** does this mean that the home delivery will not start until February of 2024.. I paid for a on year subscription to be started At the next available date. **** ** *** ********** 

  • Initial Complaint

    Date:22/08/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 subscribed to the Toronto Star digital access subscription for their advertised price of $2.26 a month, but I am now being charged $22.59 a month which was unexpected - not at all clear the price would change, and they have made it impossible to cancel the subscription online. I am not pleased about this and am not interested in continuing this subscription.

  • Initial Complaint

    Date:13/06/2023

    Type:Billing Issues
    Status:
    Resolved
    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 started a subscription for the star in July of 2022. I attempted to cancel the subscription in March of 2023 the agent stated it would be better to call in June to cancel the subscription or I would have had to pay the rest of the subscription out. I called on June 2023 (June 12th 2023) to cancel and the agent stated that I had to pay to cancel. Overall I do not want the subscription anymore nor I want to pay to cancel the subscription. I am hoping that I can terminate the subscription from June 12 before the next billing date of June 14th. When I called I did state that I want to cancel any it is before 48hrs before the billing period. I don’t have any further subscription months left. I don’t need the Toronto Star digital subscription anymore.

    Business Response

    Date: 15/06/2023

    Confirmed with this account, service has been stopped as described.

    Customer Answer

    Date: 15/06/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:29/05/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Phone 3 times because of no Saturday delivery. Pathetic

    Business Response

    Date: 29/05/2023

    Thank you for letting us know.  In looking at this we did receive a message via the internet about a missed paper on Saturday the 27th but do not see three phone calls.  Other than that we had a service complaint registered by this customer in March of 2020.  If there have been on going issues, it would be helpful for us to know.  We will address the past service issue with our deliver carrier and customer service area,

  • Initial Complaint

    Date:03/01/2023

    Type:Order Issues
    Status:
    Answered
    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 the $1 per month for 6 month subscription in June 2022, after not using the subscription as much as I thought I would I wanted to cancel it. But when I phoned to cancel they told me I had to pay until June 2023 and the price is now $11. As a student I cannot afford this and there was no where on the website that advertised that i was locked into a contract for a year. When I spoke with their customer service they repeated kept apologizing but offered no other solution.

    Business Response

    Date: 12/01/2023

    Thank you for your comments.  Although the first 6 months of this offer was for $1 per month, the subscription offered was for a 12 month commitment, which we stand by.  We understand your situation and will make an allowance.  We have stopped the service and have issued a refund for $11.49 for the one month over the lower rate.  

     

     

  • Initial Complaint

    Date:12/10/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 am trying to cancel my subscription. It says clearly on the website that I can "Cancel at any time" but when I call they say I have to wait until October 27th. I don't know if they are stalling me or what but I just want it canceled and I don't want to have to remember to call back on that date. It is hard to believe a company as big as this cannot put it in their system now to cancel at a future date, if that is what is necessary. * **** **** *** ******** ***** **** ** *** ** ***** ******* ***** *** ** ******** *** ***** ** *******

    Business Response

    Date: 20/10/2022

    We are sorry for the confusion surrounding the terms of the subscription, some of them are for a specific term and do not cancel out until the end of the term which in this case is 12 months.  The subscription has now been stopped and no further payments will be taken.  The actual de-activation date is Oct 27th as that is at the end of a monthly payment period for this account.  

    Thank you

     

    Customer Answer

    Date: 20/10/2022


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    I find there answer nonsensical because it literally says "Cancel Anytime". What am I to think "anytime" actually means? In a year? If you cannot cancel anytime, take that off of the graphic.


    Sincerely,

    *** ******

  • Initial Complaint

    Date:19/07/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 had a digital subscription to the Star for a number of years. However I have attempted to cancel this twice. The first time I was told it was too early to cancel the service as it was early in the fixed annual term of my subscription. Earlier this year, I contacted them to cancel my subscription again at the phone line they provide. My subscription was expiring in April and this call occurred prior to that date. I was told it would be cancelled in April but that I needed to pay the remaining months left on the annual subscription. I agreed. Now I see I have been charged continually since April and no cancellation has occurred. I want my subscription cancelled as agreed upon and my money back for the last four months I have been charged.

    Business Response

    Date: 03/08/2022

    Business Response /* (1000, 5, 2022/07/20) */ In review the call and response from our rep, it would appear that they did not act accordingly or understand the request to automatically stop the account at the end of the term. We are sorry for the miscommunication. The account has now been stopped and a full refund issued for the last 4 payments. The refund will appear on the customer payment card. Thank you Consumer Response /* (2000, 7, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the response and appreciate the prompt attention

  • Initial Complaint

    Date:06/07/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Signed up for Toronto Star subscription at a promotional rate of $1/month for 6 months in December 2021. On June 2021, the billing was increased to $15/month and when I tried to cancel was told that I could not until December 2022 - as apparently I signed up for a 12 month term which if was more clear, I would not have signed up for. ************************************************************************************************************************** in reality it averages out to being $8/month ************************************************************* I don't read enough to justify the $15 rate, and contacted The Star within hours of being billed at that amount. The Star's website doesn't make it easy to see the pricing/subscription details/cancellation information so I had to contact them via email. I'd like to cancel my subscription and have that latest charge refunded or alternatively refund the difference between $15 and $1 charged and extend the promotional rate until the end of the term.

    Business Response

    Date: 20/07/2022

    Business Response /* (1000, 5, 2022/07/07) */ Thank you for bringing this to our attention. In reviewing the offer, there was language that indicated to the purchaser that the 6 month discount was part of a 12 month commitment and price would increase for the latter part of the 12 months. We appreciate that it may not have been fully read or understood and are sympathetic. We will therefore cancel the subscription releasing the purchaser from the 12 month obligation, however, we will not offer any refund for payment already received, and there will be no further charges on the account. Thank you

  • Initial Complaint

    Date:06/07/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 subscribed to the Toronto Star on June 11, 2022 for the Saturday Star delivery. I live just outside the Brantford city limits and was skeptical that my online order would be accepted. The order was accepted and they took my money, however three weeks have passed and I have not received delivery. I have sent an email for the first week it was missed with the response being that the week would be added to the end of the subscription. The next two weeks I have called with the same response both times. They said that they would contact Circulation and someone would call me, which never happened. Secondly, they said that this is not refundable. I seriously doubt that the Toronto Star delivers to my address.

    Business Response

    Date: 19/07/2022

    Business Response /* (1000, 5, 2022/07/07) */ Thank you for letting us know about this error. Our delivery team had been working on this knowing that we had a problem with this before this communication. A full refund is in the process of being done. We sincerely apologize for the lack of service, and our slow response. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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