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Business Profile

Newspaper

The Buffalo News

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for The Buffalo News's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 169 total complaints in the last 3 years.
    • 49 complaints 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:03/31/2025

      Type:Order 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.
      In February 2024, I cancelled my Buffalo News digital subscription by phone. I had to call five times, to the call center in the Philippines, and they repeatedly disconnected me. Finally, they told me that my subscription was indeed canceled, but they provided no written confirmation of this. Now it is a year later, and I have a letter from them telling me that my credit card on file can’t be charged, which is true, because I removed it from the account one year ago. It’s clear that they did not complete the cancellation process and still shows me as active although I haven’t even logged into the site for a year. I see online that my experience is an extremely common one, and almost no one is able to truly cancel their subscription. This is affecting my credit report, and I don’t know how to go forward with cancellations since they didn’t do it despite my order too. I feel that they should be required by law to provide an online cancellation option, and written proof when the subscription is done. Can you please help?

      Business Response

      Date: 04/01/2025

      We've cancelled the account and submitted a refund for $275.88. The refund will be a check which will be sent to the address we have on the account/complaint. Please allow 6-8 weeks for the refund check to be received. There have been no other payments since 2/5/24. We do not report to the credit bureaus.  

      Customer Answer

      Date: 04/01/2025

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

    • Initial Complaint

      Date:03/23/2025

      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 want the Buffalo News to take responsibility for damaging my window screen by paying for the repair. 3/15: My window screen was damaged due to the force of the Carrier throwing the paper and hitting the window. 3/16: I phoned Customer Service and was informed the District Manager would contact me to resolve this issue. 3/20: I phoned Customer Service and spoke with Adi; advised I have not received a call and am seeking resolution. To date, I have not received a call or any communication from the Buffalo News District Manager.

      Business Response

      Date: 03/25/2025

      One of our Buffalo Division Managers contacted the customer this morning.  They were going to the house to take pictures of the screen door & will make arrangements to get it repaired.

      Customer Answer

      Date: 03/28/2025

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

    • Initial Complaint

      Date:03/19/2025

      Type:Order 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 attempted to cancel my subscription to the buffalo news since January. This is now the third month that I have been charged for a subscription I do not want and have attempted to cancel multiple times. I have tried to cancel online. That failed. Their website said I could email [email protected] to cancel. That email didn’t even go through. I have tried to cancel using their automated phone number. As soon as I so much as ask for the billing department, it says there’s an error in the call. This is obviously a scam designed to ensure that we cannot cancel subscriptions to this news source. They won’t let us cancel online, via email, or through the phone. They are deliberately making it difficult to cancel because they enormously and intolerably increased the cost of a digital subscription. I wanted to support local news. But not when they are scamming me.

      Business Response

      Date: 03/20/2025

      We cancelled the account and processed a refund for $73.50. Please allow 2-4 weeks for processing.

      Customer Answer

      Date: 04/22/2025

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

    • Initial Complaint

      Date:03/13/2025

      Type:Order 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 been trying to cancel my subscription for over a month but they keep telling me that there is a tecchnical difficulty and will resolve it shortltly. Still no resolution and they keep billing me

      Business Response

      Date: 03/14/2025

      This subscriber talked to customer service 3/13 around 11am and was saved from cancelling by providing one month free and a $2.99 subscription rate. We've listened to the call; he asked for a refund for the $17.99 payment made and the agent advised him that we cannot really do a monetary credit or refund, but we'd be using that payment to extend his subscription for several months. The customer responded with "That's acceptable." With the payment made and one month free, his expiration date is 10/06/25 and there is no payment due until that time.

      Customer Answer

      Date: 03/14/2025

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

    • Initial Complaint

      Date:03/13/2025

      Type:Product 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 purchased an online subscription at a promotional rate. Buffalo news has overcharged me with multiple charges since the beginning of the year. I have attempted to cancel my subscription on their website site sine early February to no avail. I have emailed them multiple times requesting an explanation, cancellation and a refund. They finally responded to say cancellation effective in April but no information on refund or explanation of the charges.

      Business Response

      Date: 03/13/2025

      Kevin, We cancelled the account and processed a refund for the $19.99 that was drafted on 03/12/25 for us not being able to cancel his account in February due to the system outage. Explanation for the other charges: He signed up for the $1/26wk promo 03/01/24, this renewed at the standard subscription rate of $14.99 on 08/30/24. His payment was rejected which caused an outstanding balance of $14.99. The subscription was terminated on 10/01/24. He signed up for the $1/13wk promo on 12/09/24. Since he had an outstanding balance for the prior subscription, per our *terms and conditions, he was charged the $1 daily in January and February until the outstanding balance was paid. On 03/12/25 the subscription renewed at the standard rate of $19.99. This is the payment we’re refunding. *T&C: All subscription offers available at buffalonews.com, including those advertised through our email promotions, on-site messaging, social media, and any external means of promotion, are valid for new subscribers only. You must not have been a subscriber in the past thirty (30) days to register for a new subscription offer. Former subscribers who register for a new subscription will be charged any balance due on their prior subscription in addition to the amount due for the new subscription. 

      Customer Answer

      Date: 03/13/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Although I do wonder why they were unable to explain all of this when I first wrote.  Thanks for you assistance!  Regards,  ******* *****  

    • Initial Complaint

      Date:03/10/2025

      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.
      The Buffalo News I have been trying to cancel my subscription for 2 months! I am on auto bill on my charge card and cannot get in contact with them by calling and or on line and cannot get though!! For such a big company I am frustrated that I cannot cancel off my credit card!!! We are seniors and do not use the internet and the paper itself has NOTHING!! Please help us get through to cancel!!!

      Business Response

      Date: 03/12/2025

      The account was cancelled by customer service effective date 03/09/25. We have processed the refund for $22.50 back to his ****** *****

      Customer Answer

      Date: 03/24/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.     I checked my account this morning, 3-24-25, and I still have not received the refund.    Regards,  ******** ****

      Business Response

      Date: 03/25/2025

      Refunds are taking 2-4 weeks. The Lach account processed on 03/21/25. Hopefully this customer will see it returned on their ********** by next week.

    • Initial Complaint

      Date:03/10/2025

      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.
      We have tried to cancel our digital subscription with the Buffalo News since February 1 without success. We have attempted to email but it bounces back, phoned BN's "subscription services" and I was told they were hacked over a month ago and have no way of cancelling or refunding money with no alternative method of canceling your subscription. We canceled our subscription through our account portal, but continue to receive the digital editions daily and continue to be charged on our credit card...monthly charges of $38.99. I want my account canceled and a full refund for two months

      Business Response

      Date: 03/11/2025

      We’ve cancelled the account and processed a refund for the last two payments of $38.99, total refund: $77.98 back to ****** *****

      Customer Answer

      Date: 03/19/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. One refund for $38.99 is showing as pending on our ****.  But the other refund in the amount of $38.99 is not showing at all.  When can I expect to see the full refund hit my ****?  Regards,  **** ********

      Business Response

      Date: 03/19/2025

      Kevin,  The $77.98 was processed by finance in 2 separate batches. Both were approved today. It may take up to a week for him to see it in his bank account.

    • Initial Complaint

      Date:03/08/2025

      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 have been trying to cancel my online Buffalo News subscription for over a month. I have emailed and have had multiple online chats and keep getting told that they are having issues with their system and that they are unable to process my request. Meanwhile I get charged the monthly fee because they are not able to cancel my subscription. I came to this website to see if any others are experiencing this and find they have and after complaining here their subscription was canceled and refund given. If they are unable to cancel by me emailing/calling how are they able to do it once a customer reports to the BBB? At this point I am ready to cancel my card so I will not get charged the monthly subscription fee.

      Business Response

      Date: 03/11/2025

      We’ve cancelled the account and processed the refund for $14.99 back to the ****** ****. Usually we advise for these 2-4 weeks to be received.

    • Initial Complaint

      Date:03/08/2025

      Type:Order 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.
      We are daily subscribers of the Buffalo News. Until today’s paper was delivered we had only received one paper since 2/11/25, and that was on 2/18/25. Called the BUffalo News complaints several times over that period and their only excuse was that they were experiencing software issues with both paper production and customer databases. Complained multiple times of missing papers through their online customer portal as well. Called to cancel the subscription and they claimed that they had no access to their billing so could not allow me to cancel at this time.

      Business Response

      Date: 03/10/2025

      We’ve cancelled the account and processed a refund for the last payment of $67.67 back to **** card.

      Customer Answer

      Date: 03/13/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Their choice to simply cancel the subscription rather than try to work with a long time (40+ year) subscriber to resolve the delivery problem is indicative of a wider issue with customer service at the Buffalo News.  Regards,  ******* ********

    • Initial Complaint

      Date:03/06/2025

      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 too have tried to cancel my digital subscription for several weeks. I have called 'Support Services' at both phone numbers provided. The most recent call was this morning (3/6/25). I was told that they were having 'technical issues' and that they could not help me. I was told to try again another day. This EXCUSE is a DUPE as I have been given this explanation several times. I have also sent emails to request the cancelation using both of the provided emails. Note, the email provided on the website is obsolete. Nice. You can't cancel online. You must either call or send an email. This is nothing more than a revolving trap. You can't escape. And you absolutely cannot cancel your subscription. They keep taking money out of your account every month. Total scam. I contacted my bank to help but they are not able to block the w/d due to some agreement they have with merchants. According to my research, the Buffalo News has one of the worst customer service ratings possible.

      Business Response

      Date: 03/11/2025

      We have cancelled the account and processed the refund for $16.99 back to ****. 

      Customer Answer

      Date: 03/11/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.I do NOT see the refund and I'm still getting Buffalo News indicating I still have access. Bottom line, I do NOT trust that they will do what they say they will do. I will continue to monitor for the next days to see if it actually happens. Then I will update provide an update that this matter is closed.  Regards,  **** ***

    The Buffalo News is NOT a BBB Accredited Business.

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