ComplaintsforThe New York Times Company

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Initial Complaint
05/21/2024
Complaint Type:
Billing 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 for a year for about 2$ a week for a year (canadian plan). When the year was up, I called to cancel the subscription. The rep tried to keep me subscribed. I was very explicit that I wanted to unsubscribe, was told that it was done. Now I'm charged 28$ a month for "all-access" plan. Called, was promised that it would be "elevated to a supervisor". It's obvious that the ** Times is using the same "can't-unsubscribe" method than your local gym. It says a lot about what kind of company this is. Either it's a company policy or call-center employees in ***** have an incentive to upsell to premium and ** Times, fully aware of this, just closes its eyes. I want my money back.
Business response
05/30/2024
Hello,
Please accept our apology for the troubles with cancelling the subscription. We can confirm the account has been cancelled and last 2 charges refunded back to the credit card on file.
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a **T subscriber for over 30 years, largely without any delivery problems until now. I moved about a month ago, and promptly advised the Times of my change of address. They said it would take a few days to implement the delivery change from the old address to the new, but it should be done by 5/3/24. It is now 5/21/24,, and they are still delivering the paper to my old address, while I am not receiving any paper at my new address. I have spoken with **************** numerous ********************** to complain about this. Each time, they acknowledge that they have my correct new address, and that this is a "distribution issue" that they will work very hard to correct. However, the problem has obviously not been corrected, necessitating a nearly daily complaint to ****************. Each time they promise to "escalate" the issue to someone at a higher level, which I have now come to realize is a meaninless commitment. The last time I called, I spoke to *******, who gave me a "ticket number" *** *** *, that was presumably intended to show how seriously they were taking the complaint. Needless to say, notwithstanding the promised escalation, the paper continues to be delivered to my old home address. It's impossible to understand why a company like the ** Times cannot resolve a simple delivery issue. I'd very much appreciate the help of the BBB in getting this matter resolved.
Business response
05/30/2024
Hello,
Please accept our apology for the delivery issues. We have reached out to our distribution partner and received confirmation that they will make sure the paper is delivered to the correct address moving forward.
Customer response
05/31/2024
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. ****** at the Times was very helpful and I have been receiving the paper at my new address for about a week now. It's not clear why the five or six NYT customer service reps I spoke to before filing this complaint could not get this done, but I am grateful that ****** was able to make it happen.

Sincerely,

***********************
Initial Complaint
05/13/2024
Complaint Type:
Delivery 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 receiving incomplete copies of the ny times, to which i have subscribed for many years. delivery is sometimes late, there are frequently sections missing, particularly on weekends. this weekend the magazine was missing. earlier in the week, entire sections were missing.
Business response
05/20/2024
Hello,
We would like to apologize for the delivery issues and have reached out to our distribution partner to look into the matter and work to have it corrected moving forward.
Initial Complaint
05/07/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We have been ** Times subscribers for 50 years. Every year, when we go away for three months, we suspend delivery of the paper. The ** Times has been billing us every month as if we were receiving the paper. We have called them probably a dozen times and been told they would give us credit for the papers that we are not receiving. They issued credits to our ** Times account, but never applied them to our credit card account. Instead, they just kept billing us the full amount for papers not received.Several times we were told they would finally issue a credit back to our credit card to make up for the overpayment. Never happened. At this point, we are waiting for a supposed credit of $100 back to our credit card. We're told it will take 5-15 business days. We were told this before and nothing ever happened. We asked for an email verifying the $100 credit. They said they would send one, but none ever came.
Business response
05/09/2024
We sincerely apologize for any frustration this has caused. We can confirm that a refund is currently being processed by the ******************* Communication via email has been sent to the customer on 5/9/2024. Please allow up to 21 business days for the refund to reflect. Thank you
Customer response
05/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because the time period to provide a refund is entirely unacceptable. I have been trying to remedy this for four months. I emailed BBB a series of back and forth emails I have had with the company. I am pasting them here for your file. They have promised to speed up my refund, but as yet nothing. Here is the sequence of communications. As you can gather from the back and forth emails, this is not resolved. I've had a lot of promises for many months. Am still awaiting action. Thanks for following through on this.
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
**** ******* ********* *** **** ******** ** *** ********** ********* ***** ** **** ****** **************** **** *** **** ***** ******** ***** *** *** ***** ******* *** ***** ***** ********* * ********** ********** *** ** ********* * **** ********* **** ** *** ******* ********** *** *** ****** ** ** ****** ***** ************* **** *** **** ********* ** *** *********** ***** *** ****** **** ******** *** ******** ** ******* **** **** ********* ** *** ******* * ********* ********* ***** *** **** *********** ** ***** ** ******** **** * *** *** ****** *** ** ***** **** ******** **************** ******** ******* ********** *** *** **** ***** ******************************* *** ** ***** ******* *** ******* * ********** **** ******* **** ** *** *** *********** **** ** *** **** **** ****** **** * **** **** ****** ** *** **** ********** * **** **** ******* ** ******** **** ** ************ ****** *** **** ********* *** *** *** ****** ********* ************ ********** ******** **** ****** ** **** *** **** ******* ****** * **** ** *** **** ********* ****** *** **** ** ****** ******** **** ******* ****** ** ********** ******* **** ******* *** *** ********** **** ******** **** ********* ****** ** * ****** *** ********** ** *** ** ***** *** **** ** ********** ** ****** ************* * ****** * ****** ****** ******************************* **************** **** *** **** ***** ******** ***** *** ** ***** ******* *** ** ***** ********* ** **** ** ****** *** * ** ******** *** ********* * ********* **** *** ******** ***** **** *** ****** ******** ******* * **** ** ****** ** ********* ******* *** *** *********** *** **** *********** **** **** **** ******** *** *** *** ****** ** **** ** ***** *** **** **** ******* *** **** ******** ******* * **** ******** **** ******* ** ****** *** *** ******* **** *** ******* ********** ** ********* ******* ** ********** *** ******* ******* ***** *** * ********** ***** **** *** ********** **** ****** **** ***** ********** ******** ***** ***** ********* ** *** *********** *********** ** ** *** ***** ********** ****** **** **** **** *** **** ** ** ** ******** ***** ****** ** ********* ********* *** *** ****** ** **** ** ***** **** *** ****** ** *** **** *** ********* ** ********* ****** *** ** ***** *** **** ** ***** **** ******** **************** ******** ******* ********** *** *** **** ***** * *

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
05/21/2024
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
05/06/2024
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.
Subscribed to the paper delivery service and did not receive a single paper. What is the point of a newspaper service that NEVER arrives?
Business response
05/14/2024
Hello,
We would like to apologize for the delivery issues that led to the cancellation of the account, and can confirm the payment was refunded back to the credit card on file.
Customer response
05/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The New York Times did refund my card. That is true.
What is also true is that's a meaningless gesture. It would have been well within my rights to file a credit chargeback for services paid but not received.
The New York Times agreed to take my money. Then did not deliver the agreed upon service, for multiple weeks in a row. The people I spoke with offered empty apologies. They said I'd get next weeks paper (I never did). I quite honestly began to believe I'd given my credit card to a scammer.
How many other people are paying for New York Times, and not receiving delivery? If you perform a ****** search, you'll see this issue is wide spread.
I contend that the New York Times is doing nothing to fix this wide spread problem. From their standpoint, they are charging customers for services not delivered. What a great business to be in! In the company of scam artists!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/20/2024
Hello,
We would like to apologize again for the delivery issues. The account is usually credited for any delivery related problems reported by the customer in a timely manner. We also work closely with our distribution partners to correct any problems once it is brought to our attention.
Initial Complaint
05/06/2024
Complaint Type:
Billing 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 paying the *** $20 for 4 Sunday paper deliveries. I have not received a paper for five weeks and they will not redeliver or reimburse me. I have over six credits and at this point want to close my account after they admitting a systemic issue and being unable to resolve. They however will not reimburse me.
Business response
05/14/2024
Hello,
Please accept our apology for the delivery issues. We have reached out to our distribution partner and received confirmation that they will be keeping a close eye on the delivery moving forward. The account has also been adequately credited to cover the next 3 deliveries.
Initial Complaint
04/30/2024
Complaint Type:
Delivery 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.
March 2024, I received an invoice/bill for $40 for *** home delivery, of which I canceled September 2023 & kept my digital sub. for $20 mo.That prompted me to check my account. I found that since December 2023, the *** has been charging me $40 a month. The reason I received a bill's because the February charge didn't go through after receiving a replacement debit card. I called *** requesting a refund, and explained why. I was told they'd expedite my complaint/request Ticket #******* & someone would contact me in 72 hrs. 4 days later, no one contacted me. So I called back and was told the same thing. On 4/3/24 I received an email from ***** ***, I responded to his email with a long explanation & again on 4/18/24 . I have yet to receive a resolution/refund. I am a retiree. I canceled home delivery because of constantant missed papers. My home delivery account is now closed to avoid charges which shows inconsistent charges, in October I was charged for digital only, the charged $40 for following months til 2/2024.
Business response
05/08/2024
We sincerely apologize for any frustration and confusion that has been caused by this situation. After reviewing the account and speaking directly with the customer, resolution has been reached and a refund will be issued. Communication with the consumer will remain open until the refund is received. Thank you.
Initial Complaint
04/25/2024
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.
For a year I have contacted The ** Times online service to cancel the subscription and they continue to bill my account. Last month they increased to $25, which, again, mind you, I had cancelled a year ago. I have had conversation after conversation on the phone with them, through their chat that only allows you to initiate the chat but never to respond later. They attempted to get my account 4 times in last week, with my bank declining each time until today I get a notification that it was forced through. When I go through the email process, the response is that they do not use that email. They are no longer responding to outreach, and I have been hung up on at each call. I am dumbfounded at this fraudulent activity.
Business response
04/29/2024
Hello,
According to our records, there is no request to cancel the subscription prior to 4/19/24. However, as a good faith gesture, we have refunded the last 4 charges on both accounts back to the credit card on file.
Initial Complaint
04/24/2024
Complaint Type:
Customer Service 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 a subscriber to the Sunday print edition of the New York Times. Despite reporting weekly since February 2024 that my paper is not being delivered, there has been no action taken by the Times to rectify this problem. I am still a paying customer, and would like to receive my paper. In addition, other adjacent neighborhoods get regular delivery, so this problem seems specific to my neighborhood. I am looking for the paper to be delivered weekly as I pay for it to be.
Business response
04/29/2024
Hello,
Please accept our apology for the delivery issues. We have reached out to the local distributor and received confirmation that the paper was delivered on Sunday, and they will continue to monitor the delivery moving forward.

Customer response
05/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Hello -
Yes, the paper was delivered last week but not today (Sunday 5/5) - so this isn't resolved. I've received one paper (last week's) in three months. Please continue to try and resolve.
Thank you,
******

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
05/20/2024
Hello,
We would like to apologize again for the delivery issues. Our distribution partner assured us that the delivery will be closely monitored moving forward.
Initial Complaint
04/23/2024
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.
The NYTimes has been charging my Apple Card since Nov 2022. Dispute case *********. 12/16/22 I do not have an account. I have enclosed a handwritten sheet where we call each month and get bounced between NYT and Applecard. NYT states they will credit us. Note dispute/case numbers. We have received credits but it has never stopped and here we are Mar 31 2024 statement balance $87.14 I received a notice that my credit limit on other credit cards was being affected due to this nonsense. Please help me make them stop charging. I do NOT have a NYTimes account. Any help with this would be greatly appreciated. I have spent many hours on the phone between NYT and Apple I feel like a ping- pong ball! Thanks for your help. *** ps I spared you all the statements between 2022 and March 2024! Smiles.
Business response
04/25/2024
The account in question has been located and the subscription cancelled. A refund has been issued and separate communications via email were sent to this customer. Thank you

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