ComplaintsforThe Boston Globe LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I subscribed and was charged for a Boston globe online subscription. There is no option to cancel it online and when speaking to agents they cant find my account even when I send them the exact confirmation email you sent to me. This is unacceptable business practice.

  

  Business response

  10/30/2023

  Hello,

  Your globe.com account starts tomorrow 10/31/23. You cannot cancel online until your account is active.

  Once your account is active, you can cancel online or via customer service 7 days a week. 

  I have cancelled your account as per your request. Your credit card has been billed $1.00 for 6 months access. You have access to globe.com until 4/29/23.

  *************************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 26, 2023, Globe magazine received and cashed my check for: $44.20, special offer for 6 months of Globe. I received the 1st issue September, 12. 2023, another issue 9/26/23 and final issue October 1, 2023. I was supposed to receive one issue/week. October 6, 2023 I sent email to Globe canceling future issues because I haven't been getting them. October 10,2023 rec. email from ************************* stating Globe never rec. my chk. and refused to refund the balance. I sent him a copy of the cashed check 10/10/23 and haven't heard anything from him or his supervisor which I requested he relay this info to.

  Customer response

  10/22/2023

  Icarol ward <*********************> Fri, Oct 6, 6:10?PM
  
  
  to globemagazine
  
  
  
  
  
  
  
  I haven't been receiving all my magazines and I am moving next week, please cancel my subscription.
  
  
  *******************
  **********************************************************************; 55430
  
  
  #****************#     Jan 2025
  #BXNLWBP ***** AUTO**3-DIGIT 554
  
  
  Sorry for any inconvenience.  Thank you, *******************
  
  
  
  
  
  
  
  Globe Magazine Tue, Oct 10, 4:57?PM (12 days ago)
  
  
  to me
  
  
  
  
  
  
  
  
  
  Dear Ms. ************************************* you for your email.
  
  
  I apologize but the account is expired and we have not received a renewal order as of yet.
  
  
  I am unable to cancel the subscription.
  
  
  Please let me know if I can be of any further assistance.
  
  
  Thank you for contacting Globe Magazine.
  
  Sincerely,
  *************************
  
  E-mail Customer Service
  
  Please include previous e-mail in your reply
  
  10000618639:2057155
  
  
  
  
  
  
  
  ********************;<*********************> Tue, Oct 10, 6:54?PM (12 days ago)
  
  
  to Globe
  
  
  
  
  
  
  
  Excuse me *************************, below you will find a copy of the check made out to globe for 6 months it took over a month for me to receive the first issue!!!  Don't tell me I didn't pay for a renewal.  Do us both a favor and refer this matter to your supervisor.  I'll expect an answer shortly,  I think the BBB likes to hear all about happenings like this, just because I'm 82 years old doesn't mean people like you can take advantage of me. 
  
  *******************
  
  
  One attachment Scanned by Gmail
  
  
  
  
  
  
  
  
  ReplyForward
  
  
  have not heard from the business in response to my complaint.

  

  Business response

  10/23/2023

  Hello,

  You have contacted The Boston Globe which is not affiliated with the company you have issue with. Unfortunately, I cannot help you resolve this.  Please contact them directly.

  *************************

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/11/23 my bank account was charged $27.72 & $12 by the Boston Globe for recurring subscriptions. I called the Globe the next day, 7/12/23, & was told the $27.72 charge was recurring following a 6 month subscription. The invoice uploaded refutes that claim, showing a $1 payment "paid through 8/03/23." If I was paid through 8/3, why was I charged $27.72 on 7/11? I was told by a Globe agent that the paper posts charges to an account **** days before the billing cycle begins. So, in the past, when I was billed this recurring payment the Globe refunded the charge as long as the cycle hadn't begun. This time, however, I was told I wasn't eligible for a refund "because the billing cycle had already begun, even though I called the day after the charge was posted. Initially, I cancelled my subscription for $27.72 online, and signed up for a shorter, less expensive subscription for $12. But when I was told I couldn't get a refund for the $27.72, I said refund me the $12 because I didn't want to pay for 2 subscriptions at the same time. The Globe agreed to refund the $12. However, after a couple of weeks, the refund was not issued so I called the Globe again. I was told to be patient, it takes **** business days to post to my bank account. I called a week later & was told "the $12 had already been refunded." But after checking with my bank the $12 was never refunded as the Globe claimed. Finally, after the 3rd call I lost my patience with customer service I told them to keep the money, that I would never do business with them and hung up. Then, on 8/29/23, I was charged another $12 for a recurring subscription.I called the Globe & was told that when I hung up on them no action was taken so the transaction was never completed. But I hung up on them after 3 calls. The first 2 calls I made it clear I wanted to cancel my subscription & get the $12 refund. I had to put a stop payment on my bank account. I'm on social security & can't afford $51. I'll settle for $24.

  

  Business response

  09/19/2023

  Hello,

  I left you a voicemail message with my direct contact information if you need further assistance.  A refund was processed correctly back to your credit card as requested.  Please check with your credit card. 

  I also see that you again started another introductory account.  Please see the terms of purchase you accepted with the introductory offer you started.

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  Thank you for your readership,

  *************************

  Customer response

  09/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  09/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I received an email asking me to respond to the solution to my original complaint re: The Boston Globe. However, there was no place to submit my response. The directions said to "submit your response below" but I clicked below to write my response but it didn't allow me to write anything. I am not satisfied because the Globe refunded only $12, when I was charged $12 TWICE: once on 7/11 (the same day they charged me $27.72) & again on 8/29 even though I cancelled my subscription. So they not only did not refund the original $12 charge (which they agreed to do), but charged me an additional $12 on 8/29, long after my subscription had been cancelled! So the Globe still owes me $12. ***************************

  

  Business response

  09/21/2023

  Hello,

  Your account was charged as per our Terms of Purchase.  A courtesy refund was already processed on 9/5/23. 

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  You started another introductory account on 9/12/23 which I allowed to process as a courtesy even though your account stopped within 90 days.  This was made as an exception.  No further refund is due. 

  *************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally tried a promotional subscription. Had problems with articles loading. Called and cancelled. Problem seemed solved. Suddenly May 3, 2023 There is a charge of $27.72. Called and said this subscription has been cancelled. Was told 30 days for a refund. May 15 another $27.72. Another call. 30 days for a refund. June 21, Jul 10 and Aug 14 all charges each time of $27.72. Called numerous times over the past days. Yes we will refund but takes 30 days. No we can't refund anything prior to 30 days. Yes we will refund. Asked for a supervisor twice and put on hold for over 30 minutes each time. Called again only to be told stop bothering us about this and a supervisor is not going to help you. Either I get this $138.60 refunded very quickly or I take further legal action. I notice there are similar stories. While the Boston Globe may be a very fine newspaper, their cancellation staff leaves much to be desired.

  Customer response

  09/02/2023

  I have not heard from the business in response to my complaint. And I would appreciate a refund of my money charged without my permission on my debit card

  

  Business response

  09/15/2023

  Hello,

  I apologize for any misunderstanding with our terms of purchase.  

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  I have confirmed your account is cancelled and no further charges will be processed. 

  I attempted to reach you via phone.  I left my contact information on your voicemail if you need any further assistance.

  *************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Boston Globe allows you to subscribe online BUT makes it impossible to cancel. You must do it by phone. I have spent an entire day trying to cancel but I keep getting put on hold. Even when I requested a call back, they finally called back but I got an automated system that disconnected. They purposely make it IMPOSSIBLE to cancel.

  

  Business response

  08/03/2023

  Hello,

  Thank you for taking the time to speak with me.  I apologize for the experience you incurred.  I have confirmed your globe.com account is stopped.  I have processed a refund as per your request.  

  If you need any further assistance, please do not hesitate to contact me.

  *************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Purchased a Gift Subscription, for my mother, for 6 months of delivery of the Sunday Boston Globe paper and it came with online access. The paper delivery is what she likes, we rarely use the online access. The subscription started on Mother's Day. She has only received 3 paper deliveries, and one additional paper left on the ground in the pouring rain and ruined. I have called twice, and emailed several times, that the paper is NOT being delivered. I even asked for a refund on the second call. They refused, saying they cannot refund the money but will extend the subscription for each paper missed. What good is that if no paper is being delivered? I am extremely frustrated and tired of calling/emailing them every week. They have never responded to my emails. The subscription was for 6 months delivery and online access for $125.00

  

  Business response

  07/24/2023

  Hello,

  I apologize for the unacceptable experience you incurred.  I sent you an email with my contact information because your phone number listed in this complaint is missing a digit.  As per your request, I have cancelled your account and requested a full refund.  Please allow 2 weeks for your refund to reflect on your credit card.

  Thank you for your patience,

  *************************

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $27.72 in May, June, and July from The Boston Globe and I never signed up for a subscription. I subscribed in July 2022 and cancelled after 1 month, but for some reason they started charging me again in May 2023.I was hung up on by 3 people in the cancellation department and I told the 4th person I would like to speak with a supervisor. When he transferred me, no one answered. I would like to cancel my subscription, a refund for these 3 months, and to make sure this doesn't happen again.Thank you.

  

  Business response

  07/28/2023

  Hello,

  I apologize for any inconvenience you may have incurred.  I left you a voicemail with my direct contact information if you need any further assistance.  I located two accounts and have confirmed both are closed as per your request.

  *************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi,I am a Sunday Globe subscriber, and love the Globe! Unfortunately, I haven't received a Sunday Globe for 6 weeks. I report the issue through the Globe system, every week. This is the second time I've been unable to resolve this with the Globe. I would like to get my newspaper reliably!Also, it may be helpful to the Globe to have the automatic delivery issue system escalate repeat issues to a 'real person' for follow-up. This could help the Globe in many ways.My address is on the line between Lancaster and ******** so perhaps that is the root of the issue. I'll very much appreciate the Globe permanently resolving this with their carrier.Thank you! ***

  Customer response

  07/16/2023

  I have not heard from the business in response to my complaint.  I would appreciate a personal call, with a direct contact phone number.  

  I believe that because I live on a border of 2 towns, the solution involves clarity with the carrier on this matter.

  When this issue arose the first time, I spent countless hours trying to sort it out in the manner outlined by the Boston Globe, but to no avail.

  So I have concluded that their automated system is not set up to address this type of issue.  You are welcome to share my phone number - ************.  I do ask that the person returning my call have sufficient authority to get past the automated system, so we all close this out, and I can receive my excellent Globe newspaper.

  Thank you! Deb

  

  Business response

  07/18/2023

  Hello,

  Thank you for contacting The Boston Globe. I certainly apologize about your experience with your home delivery. I have escalated your delivery issue to our regional distribution manager to ensure this is resolved as soon as possible. I left a voicemail with my direct line if you have any further questions or concerns. I deeply appreciate your loyal readership.

  -*************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The Boston Globe is supposed to deliver my newspaper to my front door. However for the last two weeks it has been thrown into the garden or on the sidewalk. I have emailed customer service and called them daily. All they do is send an email to the distributor. I have twice tried to talk to a supervisor but after being placed on hold for several minutes get disconnected. I have asked for a phone number for the distribution center but they will not provide it. i am hoping you can help solve the problem.Thank you.

  

  Business response

  06/20/2023

  Hello,

  I apologize for the delivery issues you have incurred.  I have contacted our delivery manager and reiterated your delivery request.  

  Please contact me directly any time I can be of assistance.

  Thank you for your patience and readership,

  *************************

  Customer response

  06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************

• Initial Complaint

  06/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay $1800 a year for the home delivery of the Boston Globe. They do not deliver the 7 days a week as promised and what I pay for. They miss 2 to 3 to 4 days every single week. I've called them, I've emailed them, I've sent letters to various people in the company - the owner *********************, their consumer reporter ********************* and the executive customer service supervisor *************************. My emails and calls are ignored and go unanswered. They owe me credits for missed deliveries and a credit for two weeks of free home delivery of the Globe that they promised they'd give me for the all the trouble I'm experiencing. I've hear nothing from them about any of my requests. They still take my money every month yet do nothing related to resolving the delivery problem or giving me a receipt of the credits owed to me which ************************* said was coming to me. This treatment when I pay a fortune for home delivery of the Globe is disgraceful and shameful. Their blatant disregard and incredible arrogance regarding resolving my issue is disgusting. I'm paying for a service I'm not getting and they could care less. It's not right in any way shape or form.

  

  Business response

  06/05/2023

  Hello,

  I apologize for the delivery issues and have continued to work with our delivery company daily on this account.  I have confirmed deliveries are being made by our delivery company.  I have processed a two week of free service courtesy adjustment on the account on 5/8/23.  There was no credit card charge/payment in the month of May because of the credits I have posted on this account.

  I will continue to work on ensuring deliveries are being made.

  *************************

  Customer response

  06/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  The Boston Globe has not resolved the issues with regard to the daily delivery of of our Mom's paper.  We pay for 7 days and it's never consistent.  The continue to NOT deliver at least twice a week.  Just last week, our Mom did not get the Globe two days.  We demand a credit for those two missed deliveries.  Also, there are 4 other residents in the Chestnut Hollow apartment building for the elderly who are not receiving their deliveries of the Globe.  The Globe is charging all of these elderly customers for papers that they are not receiving.  They are making money off these poor vulnerable people who do not have the time to call every week to complain to the Globe.  The Globe has known about this systemic problem of deliveries of the paper that people are paying for that are not coming 7 days a week since January of 2023.  This problem is NOT being resolved and it's NOT being taken care of because it's still happening almost 6 months.  They need to assign another delivery driver to that location.  How hard can it be?  One stop - 5 papers - and they aren't delivering every day.  The Globe is stealing from these people.  Also, we learned yesterday that Traditions in ****** also has issues with their daily delivery to their assisted living facility.  Our Mom, her friends and now Traditions in ****** cannot be the only subscribers who aren't getting their daily deliveries. 5 residents at an elderly apartment building and Traditions in ****** are paying for a service they're not getting.  While I appreciate the credits, and I will have a look at my credit card statement to check the credits, the Globe can simply find a new delivery driver for Chestnut Hollow and Traditions who actually delivers papers EVERY SINGLE DAY.  When that happens, when these people get their 7 papers a week, every single day, the the situation is resolved.  I contacted ************************* on May 8th about the delivery issue and here is it June 5th, almost a month later, and the delivery issue still isn't resolved.  When it's resolved, then my complaint with the BBB will be closed.  
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  06/19/2023

  Hello,

  I have continued to work on delivery issues, confirmed all appropriate credits have been processed and work with our delivery company to confirm deliveries are made.

  If you need any further assistance, please contact me directly.

  *************************

  Customer response

  06/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

*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. ↩