Complaints

This profile includes complaints for The New York Times Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The New York Times Company

  620 Eighth Avenue New York, NY 10018-1618

  
• 

  The New York Times

  P O BOX 70 NORTHVALE, NJ 07647

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  The New York Times

  PO Box 70 Northvale, NJ 07647

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.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called the NY Times Home Delivery close to 7-8 times minimum to STOP our Sunday paper we no longer wanted.We spend four months each year in our Florida home and do not the paper period.They absolutely refused to cancel.Since then now April 2025 ***** written notes and phone calls minimum to tell them to stop sending us bills and charging us for a paper never delivered and cancelled.They absolutey refuse to stop charging us which is total fraud.New York Times phone people are rude ,arrogant and switch you to 2-,3 ,4 people every time you call and do nothing to stop ripping us off charging us and ignoring all written and phone requests to stop sending bills to us that is fraud.We are seniors and its very stressful to deal with such rude people that are ripping us off blind..Please ,Please help us.

  

  Business Response

  Date: 04/15/2025

  Hello, please be advised that this complaint has been resolved. We can confirm the account was cancelled and $130.66 refunded. The customer was informed of the resolution and asked to contact us directly with any further questions.

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 retired as a teacher in April of 2022. As a teacher I had an online subscription to the New York Times. It was under my teacher email ********************** and I was billed $23 a month. The funds were deducted from my ****** account which is under my personal email address ******************** When I retired, I canceled my teachers subscription to the New York Times. I later order a subscription under my personal email account ******************* which cost me $25.38 a month. My accountant was doing my taxes this year when he noticed that I was being billed twice a month through my ****** account for a ********************** subscription. He then asked me about it. That was when we concluded that the New York Times had never canceled my teaching subscription for the New York Times and that I had paid the $23 monthly fee for 35 months even though I canceled the subscription in April of 2022. I had no access to this subscription because when I retired from my school, my teacher's email account was closed and deleted. My accountant suggested that I immediately contact the New York Times billing department and request a refund. He said this shouldn't be a problem since the tech support people at the New York Times will easily be able to see that my New York Times subscription for ********************** has not been accessed since March 2022. So, I contacted the customer service people at the **********************. The person that helped me was a supervisor. He confirmed that my teachers subscription at ********************** had in fact not been cancelled and was still being billed to my ****** account. He immediately closed my ********************** account so that I would no longer be billed for it. He said he could only refund me 5 months worth of overcharges and that for me to get a full refund on my $805 over payment fee that it would have to be handled at a higher level. NO MORE ROOM UPLOADED FULL DESCRIPTION

  

  Business Response

  Date: 04/10/2025

  Hello, please be advised that this complaint has been resolved.  We have researched the matter and provided the customer with a detailed breakdown of the transactions and also asked that they contact us directly with any further questions.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On november fifth of twenty twenty four, I used ****** to pay for a one year, all access new york times digital subscription, at a cost of fifty four dollars. It is never functioned correctly and I do not have access as promised to all elements of the new york times. I've reached out to The New York Times twice regarding this, and they have offered no resolution to the problem, other than to say that this is ******'s fault.

  

  Business Response

  Date: 04/02/2025

  Hello,
  
  Im writing to provide an update on BBB Complaint #******** regarding a customers ********************** All Access digital subscription. Below is a high-level overview of our investigation findings, a recap of our conversation with the customer, and confirmation that this inquiry is now considered closed.

  The customer purchased a one-year All Access digital subscription to The New York Times via ****** on November 5, 2024, for $54. She reported that the subscription never functioned correctly, leaving her without access to all promised elements of the *** digital offerings. Our investigation revealed that the subscription, processed through ******, failed to link properly with her NYT account. On March 17, 2025, the customer called our support team and spoke with an agent who advised her to seek assistance from ******, as the purchase originated there. However, this did not resolve the issue, prompting her to escalate the matter to the BBB. After further review, we determined that the integration failure between Googles payment system and our account system was the root cause, and we took steps to rectify it directly for her.

  
  Recap of Conversation with Customer:
  I emailed the customer on April 1, 2025, at 3:50 PM EDT, acknowledging her complaint and offering a resolution. I proposed manually adding a complimentary one-year All Access subscription to her NYT account, effective April 2, 2025, to ensure she received the access she paid for, bypassing ****** to avoid future issues. The customer responded on April 2, 2025, at 11:54 AM EDT, accepting this resolution. She expressed appreciation for the prompt response and confirmed shed prefer to renew directly through The New York Times in spring 2026 rather than via ******, citing the known challenge with their system. She also noted her prior unsatisfactory interaction with our support team, which I addressed with an apology and a commitment to improve staff training on such issues. Ive since activated her All Access subscription, valid until April 2, 2026, and shes been advised to verify access via our account management page. No monetary refund was issued, as the resolution was a courtesy subscription adjustment.
  
  Resolution Determination:
  The customer accepted our offer of a complimentary one-year All Access subscription as a full resolution to her complaint. No additional refund was provided, as the original $54 charge was processed through ******, and our action was a courtesy to restore access rather than a financial reimbursement. With the customers acceptance confirmed, we consider this matter resolved.
  Please let me know if you require any additional details to close this inquiry with the BBB. Thank you for your assistance in facilitating this resolution.
  
  Best regards,

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 charged for a recurring subscription since March 2024 under authorized credit Card user ********* ***** and none of us ever authorized this subscription. I need these charges canceled and all past charges refunded. I filed a fraud report with my credit card but they said I need to contact you for a full reversal of charges.I was unable to reach ny times by phone, chat or email due to their limited hours of operation that dont work with my schedule.

  

  Business Response

  Date: 04/07/2025

   

  In review of the account and provided complaint details, we found that a registered account was created on 2/202/2024, and which was associated with an (iOS/*****) private relay email address/account. On 5/23/2024, a paid All Access subscription was activated on the same account via Apple Pay; where the name associated with these banking details matches the person named by the complainant in this case.

  Based on our findings, as well as the payment method being Apple Pay - which uses encrypted codes instead of the actual card number as an enhanced measure of security - the account has been determined to be validly created and activated by the consumer. The consume has received a refund of the last four payments from December 2024, January 2025, February 2025 and March 2025; via a dispute filed with their bank. No other credits or refunds will be provided for this matter.

  The New York Times has been in contact with, and assisting, the named authorized credit card user regarding this same matter from 3/24/2025 through 3/28/2025; on 3/28/2025, all communication was redirected to the complainant who filed this case with the BBB. We spoke with the complainant via email from 3/25/2025 through 4/4/2025 and relayed the above findings.

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 need to cancel an online monthly subscription to The New York Times which I am no longer using. The newspapers website represents that I can cancel online at Accounts, but there is no option to cancel at Accounts There is an option to ******, but that option deletes data. The option does not cancel my subscription. I have found no way to cancel on line, which is purported by the newspaper to exist. This is a scam by the newspaper to continue billing me. I have tried two New York Times telephone numbers purported by the New York Times website to be available for cancellation, but they did not ring during the hours represented by the newspaper to be business hours. This is a scam by the newspaper to continue billing me.

  

  Business Response

  Date: 03/24/2025

  In researching the concerns presented, we found that this Customer had an account that was created under a different email.
   
  In response to this complaint, we spoke with this customer on 03/24/2025 and relayed the above findings. We assisted with processing a cancellation on the subscription and extended a courtesy refund for a portion of the incurred charges.

  Customer Answer

  Date: 03/26/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently moved and asked to change my weekly newspaper delivery address. At the time, my subscription was on hold so they told me they couldn't change the address until that hold expired. I asked if I could cancel my current subscription and set up a new one so I could receive my weekly delivery sooner and was told that would work. On my past subscription, I had a balance of $89.25 they said I would receive as a refund. I have never received this despite speaking to them all these times:January 26 - initial call to set up new subscription and was told my refund was $89.25 February 7 - was told my refund was actually issued this time Confirmation # ********** February 26 - was told "supervisor approved the credit"Confirmation #********** March 7 - was told "there was a glitch in the system and everyone else did it wrong"Confirmation # **********

  

  Business Response

  Date: 03/24/2025

  Hello,
  Please be informed that this complaint has been resolved. We have thoroughly researched the matter and provided the customer with a comprehensive breakdown of their account transaction history. As a courtesy, we have issued the requested refund to the subscriber. We have also encouraged them to contact us directly should they have any further questions or concerns.
  Best regards,
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On the morning of March 3rd, my bank called me to ask if a charge was fraudulent. When I called them back, I found out they'd flagged the monthly bill from the New York Times. I told them it was fine and they cleared it.I then called the New York Times and told them they could rerun the charge now. The man told me it would take 1-3 business days to process.On Wednesday, the New York Times website began demanding i give them a new card number. I only have the one card. I don't know why they are doing this to me.Their customer service email has an auto reply stating that *** no longer checks it. Their phone people are clearly useless. What am I supposed to do?The *** started this mess by somehow setting off my bank's fraud alert system. This is on the New York Times to fix.

  

  Business Response

  Date: 03/10/2025

  In researching the concerns presented, we found that this customers auto-renewal failed on 03/03/2025 and 03/05/2025 due to an issue with the bank. In response to this complaint, we spoke with this customer on 03/07/2025 to assist with updating the payment information, which cleared 03/08/2025.

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ended up with two subscriptions to nytimes. I called and canceled them. I have noticed that NYTimes was billing me $20 a month. After checking my accounts history I have been billed $17 from Feb 2023 until May of 2024 and $20 from June to February 2025. The actual date for each transaction varies. 3-23, 2-24 and 1-25 two payments occurred for these months.I called NYTimes in ***** to cancel. They told me they couldnt find my account. Their first response was for me to call my bank and have them call NYTimes to cancel! Seriously! I was being charged monthly sometimes twice a month for an account I cancelled. I tried several times to cancel.Finally on 2-28-25 they found it. But second ***** was not very understanding and or sympathetic about me bring charged for something I cancelled several times. To cancel this acct I needed access to an unsubscribe button. The only way to cancel is to stay on the phone until someone gets almost all of your credit card info to locate it. It didnt even show up in purchases from iTunes. No where to unsubscribe or cancel.NYTimes did not make this cancellation easy for me and other people. I feel they buried the options to do just that and when calling you have to give sensitive information about your credit card. Almost giving the complaint department your full credit card account number. Plus for three different months I was billed twice a month. And their payment date is not on the same day every month leading to more confusion that the transaction gets buried. I called and cancelled I want a refund. When I called to cancel they couldnt find my account and said I didnt have an account with them. I argued why am I still being charged monthly. No acct but charged $17 and $20each month. I have uploaded screenshots of customers who had issues like mine. They couldnt find this second account on their records nor could I find it on apples purchases. This account was billed and buried deep and not even NYTimes *****s found it.

  

  Business Response

  Date: 03/10/2025

  In researching the concerns presented, we found that this customer had two accounts created under two different email addresses; where only one account had an active subscription. In response to this complaint, we spoke with this customer between 03/05/2025 and 03/10/2025 and relayed the above findings. We assisted with processing a cancellation on the active subscription and extended a courtesy refund for a portion of the incurred charges.
  

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 New York Times refused to return my payments ($150) for a six month period when I had not ever logged in or used it's service. It clearly tracks that info but claimed "they don't know that info". ********   It had increased it's monthly fee to an egregious fee of $25 a month.

  

  Business Response

  Date: 03/10/2025

  We found that our team canceled the 'All Access' subscription associated with the users email as requested. No additional charges for this subscription will be incurred. However, no credits or refunds will be issued for this account, as stated in the terms agreed upon at the time of purchase. Our terms of sale state that subscriptions are non-refundable. This policy is in place because access to our digital content is granted immediately upon purchase. We also provided clarification on the change in rate, which occurred at the end of a promotional rate. The rate change was disclosed to the user and agreed upon when the promotional offer was initially accepted.
  Making contact with the Customer was unsuccessful, but we attempted to reach out on 2/27/25, 03/05/25, and 03/07/25 before closing the interaction on 3/10/25. We remain available to provide any additional assistance or clarification needed should the user reach out to us.

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pay for physical delivery of the New York Times on Saturday and Sundays. I have been a subscriber for about two months now. Every week, without fail, the papers have been delivered together, on Monday rather than Saturday and Sunday. The company has been gracious enough to refund my $5 every week when I call customer service or report the papers as late through their delivery service portal, however after numerous attempts at escalation, I get the same response every time. Theyre working on it. I'm tired of waiting and calling. I just want the service I'm paying for. I want a paper on my door on Saturdays, and I want a paper on my door on Sundays. Two papers days late is not what I pay for. I had to submit a complaint via their "Report a story to the newsroom" form just to get an email from them, despite them saying they would follow up via email every time I called. Attached find first and last invoice.

  

  Business Response

  Date: 03/11/2025

  We are currently working with this subscriber to get their delivery issues resolved. We've asked that they reach out directly to us with any additional concerns as their delivery issue is still being investigated.