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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
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 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 youInitial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This has been an ongoing issue for five or six years. We get the Sunday paper delivered, and if we leave town and request a suspension, the paper shows up on our porch. I have called frequently as it is unsafe to have the home look as though the residents aren't there. I have gotten credits, I've gotten promises that they'll speak to the delivery center, I've escalated to supervisors, I've threatened to cancel, I'm just at my wits end. This last time the customer service agent admitted they can't solve this problem. They even thought maybe I need to cancel!!! Meanwhile, the local paper is capable of suspending delivery correctly every time. Since the same people deliver both papers, the problem is clearly CLEARLY with the way the ** Times communicates. I am angry and worried about future travel. If my home gets broken into because the newspaper is sitting out for the week, or two weeks, who is going to reimburse me? I've been a subscriber for over 30 years. Its just unacceptable. UNACCEPTABLE. ** Times needs to stop advertising delivery suspension services because they cannot deliver.Business response
04/15/2024
Hello,
Please accept our apology the delivery issues, especially when the paper is delivered during temporary stops. We have reached out to our circulation partner and received confirmation that they will be closely monitoring the delivery and stops moving forward.
Initial Complaint
04/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to cancel my *** monthly subscription over the course of the past few months. The New York Times claims they are unable to locate my account despite acknowledging that they have my credit card information on file and have confirmed various times the amount and date I was charged for my monthly subscription. Every time the case is "escalated," the *** claims to have emailed me seeking additional information yet the email(s) appear in neither my spam nor inbox. 4/2/24: escalation number ******* 3/7/24: escalation number ******* 2/6/24: escalation number ******* I am requesting a refund for the December 2023 to April 2024 payments that I made.Business response
04/12/2024
Hello,
Please be advised that we are unable to locate an account in our system with the information provided. It is possible that the subscription may have been purchased through Apple iTunes and the customer will need to contact Apple directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I subscriped to "home delivery" by the New York Times at the end of February. Since then, the paper has not been delivered once. I have contacted customer service every single time the paper was not delivered, only to be told they have "elevated" the case and "alerted" their delivery team to the issue. Still, I have not received a solution, or a delivery. Sometimes I have been promised redelivery, which then has not happened; other times, I have been offered a statement credit for the next billing cycle -- but that is only useful if I continue the subscription, which is useless if I do not receive a delivery.Business response
03/27/2024
We sincerely apologize for any frustration this delivery issue has caused. Our delivery team and distribution center has been alerted and there is an active investigation ongoing to improve and resolve this issue. We appreciate your patience with this matter. Thank youCustomer response
04/02/2024
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
03/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am a Sunday home delivery customer of the **********************. The ********************** has been unable to deliver a paper to my home for nearly 2 months. I have reported my paper missing each week since mid January. I have additionally contacted the customer support chat interface twice since this problem began. If I do not report my paper as not delivered each time it is not delivered, the New York Times will charge me for that week. Customer support chats indicated that the ********************** is having wide-spread delivery issues in ********, ****** reaching many customers beyond me. I requested that the New York Times stop charging me and stop requiring me to indicate my paper is missing every week in order to not be charged until they are capable of delivering papers. Customer support could not offer me that option.It is inappropriate for the New York Times to continue to charge me and other home delivery customers in ******** ****** as long as they are unable to actually deliver papers. I request that the New York Times:1. Provide a timeline for when they think they will be able to deliver papers again in ********, ****** 2. Stop charging me and other home deliver customers the New York Times is not able to deliver to until their inability to deliver papers is resolved, and 3. Not require me or other customers in areas affected by a know and continuing inability to deliver papers to report missing papers until the inability of the New York Times to deliver papers is resolved.Business response
03/25/2024
Hello,
Please accept out apology for the delivery issues. We have contacted our distribution partner to look into the matter and work to have it corrected moving forward.
Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I started my subscription for weekly Sunday paper in late 2023 and after waiting couple of weeks, I received no papers. **** deliveries made all the while NYT kept charging my account. So I cancelled my subscription and now NYT is harassing me for payment due on my account. Payment for what???? I received no services or product. Awful company, running a scam.Business response
03/07/2024
Hello,
We would like to apologize for the delivery issues and can confirm the account was cancelled, the payment refunded back to the credit card on file and balance due removed.
Customer response
03/13/2024
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]
I have not received the credit to my original payment method.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
************ ******
Business response
03/28/2024
Hello,
Upon further investigation, it was discovered that payment was disputed and charged back, so no refund is warranted.
Initial Complaint
03/04/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I have been a NYTimes subscriber for many years. I was paying $5.24/month on a subscription, and evidently the special price expired, and the subscription jumped to $26.22/month beginning in October 2023. I just now caught it with my bank, and I reached out to the NYTimes to ask if they could rectify this, and they refused.I am asking for reimbursement for the 5 payments of $26.22 made between October 2023 and the end of January 2024. I'm happy to pay the $5.24/month for those 5 months, which would make the difference to be reimbursed $104.90.Business response
03/07/2024
Hello,
Please be advised that according to our Terms Of Sale (see link below), the subscription will automatically renew at the full rate, unless the customer contact us to cancel. That said, we do try to address our subscribers concerns, and, as a good-faith gesture, we have refunded the last 3 charges back to the Credit Card on file.
************************************************************************-Terms-of-Sale
Customer response
03/07/2024
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. I appreciate your good faith effort in resolving this issue.
Sincerely,
*********************
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Contact Information
Customer Complaints Summary
270 total complaints in the last 3 years.
90 complaints closed in the last 12 months.