ComplaintsforThe Boston Globe LLC

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Initial Complaint
03/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
In April 2023 I began an e-subscription to the Boston Globe for $1 for 6 months. Unbeknownst to me, if I didnt cancel after 6 months I would be charged full subscription rate. When I signed up I didnt read that would happen. According to a customer service agent on the phone, I needed to click on another link to read the full terms I was agreeing to. I never received an email stating I was going to start being charged the full subscription rate. For 6 months Ive been charged the full rate without agreeing to it.
Business response
03/22/2024
Good afternoon **************,

Thank you for your readership of The Boston Globe. I left you a voicemail today with my contact information and sent an email with these details as well. There is not a separate link to be informed about subscription renewal terms. Our terms of service are outlined at the bottom of each step of our sign up process, as seen attached. A link to out terms of service is also provided in our "Welcome to Globe.com" email sent at sign up.

However, I would be happy to refund your most recent charge of $27.72 due to any inconvenience or misunderstanding. I have already submitted this refund, and you should see it returned to your card within 7-10 days.

Please reply here if you have any further questions or concerns. We appreciate your support of local journalism, and I hope you have a great weekend.
Customer response
03/29/2024
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.
The Boston Globe charged me for 6 months beyond the initial $1 online charge I originally signed up for. Once the $1 subscription ended I did not receive an email to let me know the subscription would be converted. I wasnt given an opportunity to decline.

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,
*****

Business response
04/26/2024
Good afternoon,
The Boston Globe does not send out a notification when a subscription term is about to renew. The terms of the promotional offer are available on each page of the checkout flow and linked within our welcome emails to subscribers. An image of those terms as they appear at the time of placing an order are attached. However, an exception was made as a courtesy and an additional refund of $27.72 was issued on 3/27/2024. Thank you.
Customer response
04/29/2024
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.
My original complaint stands. I was charged over $150 when I thought I was being charged a one time fee of $1.00. Your terms were not easily seen, which is Im sure on purpose so you can collect more money from people, and there should have been an email with a notification stating that my credit card would begin being charged a monthly fee. You dont do that, again, because youre hoping people wont read the fine print and youll collect more money. Its not honest business. And when a family struggles financially something like $150 is a big deal.

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,
*****
Initial Complaint
03/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had a lifetime rate of ***** with the paper, got a notice they would no longer honor that, called and cancelled the paper if they were raising the rate, they did not cancel, raised the rate an additional ten dollars over the amount they were trying to raise it, did not notify me and charged my credit card the higher amount then refused to refund the amount they charged the card, only a discounted amount.
Customer response
03/14/2024
I have not heard from the business in response to my complaint.
Business response
03/22/2024
Good afternoon ****************,
I left a voicemail today with my contact information and sent an email advising of your requested adjustment and refund.
I did review your account and found you did request to stop your subscription when you called on January 12, 2024, and unfortunately I do see there was an agent error and the subscription was not stopped on 2/26/24 as advised. A refund of $48.40 has already been issued and I have ensured you will receive an additional refund of $20.20 returned to your card within 7-10 days.

Further, I do see you restarted your home delivery at a discounted rate recently. I want you to be aware we would be happy to honor your prior reduced rate of $51.00 every 4 weeks once your current promotion expires. I apologize this option was not offered to you when you spoke with an agent in January. I will set a reminder to confirm that discounted rate with you via email/call once the promotion is over.

If you have any further questions or concerns please reply to the email sent today. We certainly appreciate your longtime support of The Boston Globe, and I hope you have a great weekend.
Initial Complaint
03/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 12/21/23 I had an eye exam and paid for a pair of glasses at ************ ************ in ******* **. I paid a total of ******. I was told my glasses would be ready for pick up likely mid January. Since then I have called multiple times to find out when my glasses will be available : 1/19, 1/25, 2/9, 2/16 and 3/1. Part of why I have called so often is that I have not been able to speak w anyone in person but only been able to leave a voicemail requesting to be notified when my glasses will be ready. Despite the multiple times I have called I have only received a call back twice: 1/25 to say my glasses were not ready and mid February when I was told my glasses had not passed a quality control check and had been sent back to the manufacturer and to call back to find out when they will be ready. Since then I have been unable to speak to someone in person and have not received any call back. I would either like to get my glasses or be refunded the cost of the glasses.
Business response
03/22/2024
Good afternoon,
This complaint does not seem to involve The Boston Globe or any of our subscription services. It appears this should be directed to another business. Please let us know if we can be of further assistance. Thank you.
Initial Complaint
02/29/2024
Complaint Type:
Product Issues
Status:
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.
I am trying to cancel my subscription to the Boston Globe. The web site says to call **************. After waiting on hold fro 90 minutes they disconnected the call.Can you contact them and ask them to call me ir simply cancel my subscription *************** **************
Business response
03/22/2024
Good Afternoon ************,
Thank you for subscribing to The Boston Globe. I reached out today and left a voicemail with these details and my contact information.
Upon review, it appears you were able to reach a call center agent on 2/28/24. Your rate was reduced to $68 every 4 weeks and the account remains active. If you would like to make any changes to your subscription please reach out to customer service at **************. Please note this number starts with 888, not 800, which may have lead to the odd hold time you mentioned. We apologize for that experience.
We certainly appreciate your longtime loyal readership of The Boston Globe, and I hope you have a great weekend.
Customer response
03/25/2024
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 did finally reach someone and asked to cancel. They offered a reduced rate, which I declined. Thaid said I could cancel on-line. I said I would look and then the phone call was disconnected while I was looking. There is NO way to cancel on-line, which is why I rejected the reduced rate.

Someone then called from the globe and left a voicemail. They said they noted that I did talk with a representative and accepted the new rate. Which I did not. The person left a voicemail and said to call if I still wanted to cancel. They provided a different number to call and said I should have no wait time. So I called that number,************, and was told to wait for a support representative. I waited and after a while I was told no support person was available.

Help

***************
Initial Complaint
12/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Globe has persistently and repeatedly not delivered the daily paper. This has required numerous emails (there is no phone number to call). While the Globe has provided refunds for missed papers, the underlying behavior has not changed. It is very inconvenient to have to reach out again and again about the same problem. What could possibly explain the fact that the same carrier fails to deliver the paper? Nothing about this makes sense--and indeed the Globe (despite my requests) has never explained why the paper has failed to arrive so many times.
Business response
12/26/2023
Hello,
I apologize for the delivery issues you have incurred. I have confirmed your account has correctly been credited for any missed deliveries.
Thank you for your patience and readership,
*************************
Initial Complaint
12/18/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I subscribed for 6 months for $1 as of 19/12/2023. However, when I wanted to cancel my subscription, I could not do it online.When I applied via e-mail, it was written that subscription cancellation can only be done by phone.It is not possible to call by phone. Shouldn't a subscription I subscribed to via the web be canceled via the web?I just want my subscription canceled,Regards.
Business response
12/26/2023
Hello,
Bostonglobe.com cancellations can be processed online, via chat or phone. Your request to cancel was processed previously. No refund is due. Your credit card was charged $1 for 6 months of globe.com access and no further charges will be made.
*************************
Customer response
12/27/2023
[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
12/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I clicked on a Boston Globe article but it was suscriber only. So I exited the closed the website. Now the Globe is sending me notifications that pop up on my computer: I never opted in for this, and and there is no way to unsubscribe b/c I am NOT a subscribed and do not have an account.
Business response
12/26/2023
Hello,
I have confirmed you do not have an active globe.com account and are not signed up for any newsletters. Please clear your browser.
*************************
Customer response
12/27/2023
[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
11/27/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged for a subscription we never used or were aware we were being charged for. The bank account associated was from a deceased family member and was seldom monitored. I called the globe for assistance and they told me there nothing they could do. I asked for a manager...I was met with hostility and told they (*****) were the last line of support. I asked them to verify by ip address when the last time I had supposedly used this service. I also requested a call back from an ethical manager. I have received nothing to date. I just need a refund of the almost 30$/month for services never received.
Business response
12/05/2023
Hello,
I have been unable to reach you via the phone number you provided **************. I have confirmed that the globe.com account set up for ***************************** has been cancelled as requested and a refund was processed on 11/24/23. Please contact your credit card company.
*************************
Customer response
12/05/2023
[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. Noteworthy my number is correct and I have been receiving calls.

Regards,

*****************************
Initial Complaint
10/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Earlier this year I subscribed to the Boston Globe for $34.00 per month. I was not told this was a Promotion and would end on a certain date. Upon receiving my credit card statement in early August for the month of July, the Globe charged my card $68. I called immediately and was told the Promotion had ended. I cancelled the subscription immediately. I asked to be refunded the extra $34. No refund. No return calls. This is unethical and I have also e-mailed the ************************* Thank you for whatever you can do. *****************************
Business response
11/10/2023
Hello,
I apologize for any misunderstanding. Please review your July and August credit card statements. The credit card charge attempt for 7/31, 8/1 and 8/7 were declined. No payment was received for those charge attempts. On 8/9/23 a refund was processed back to your credit card in the amount of $85.20.
If you have any further questions, please contact me directly.
Thank you for your readership.
*************************
Customer response
11/10/2023
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.
The Globe charged my credit card $34. on my statement ending June 30. On my credit card statement ending July 30, they charged me $68. which they were NOT AUTHORIZED TO DO. The agreed amount was $34. On my statement ending Aug 30 they charged my account $81.20 and credited $85.20 back as I had cancelled the Globe on Aug 8,2023. I contend they owe me $34.00. Thank you.
FAQ

Regards,
*******

Business response
11/13/2023
Hello,
Your delivery was stopped as per your request and any refund due has been processed. Your credit card was correctly charged for deliveries received. No further action is needed.
Thank you for your readership,
*************************
Customer response
11/15/2023
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,
*******

I still contend the Globe was NOT AUTHORIZED to charge my Credit Card $68, but only $34.00. I also contend that I should have been notified of this extra charge ahead of time either via phone, e-mail or text. The bottom line is this should not have been charged and I feel this is very unethical on the part of the Globe. Thank you
*****************************
Initial Complaint
10/30/2023
Complaint Type:
Order Issues
Status:
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.
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.
*************************

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