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Complaint Details
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Initial Complaint
12/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have subscribed to the New York Times delivery service (Fri-************). I subscribed three weeks ago. Out of nine papers that were supposed to be delivered, I have only received two. I have repeatedly called about the issue, only to be told they are handling it. Nothing has been handled and I continue to not receive my paper.
Business response
12/28/2021
*** ********* * ******** ******** ************ ************************* *** ************ ********* ** ***** ******* ****** ************** ******* ***********************
New York Times Acct#: *********
Please be advised that we have contacted our distribution partner look into the issues and received confirmation that the delivery will be closely monitored when the subscription restarts on Friday (12/24/21). We would like to apologize for the inconvenience and confident things will improve moving forward.
Best Regards,
*****************************
Care Business SpecialistCustomer response
12/28/2021
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
I still did not receive delivery for any of the weekend papers (Fri 12/24-Sun 12/26). I will not be satisfied until this is resolved.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
02/08/2022
*** ********* * ******** ******** ************ ************************* *** ************ ********* ** ***** ******* ****** ************** ******* ***********************
New York Times Acct#: *********
Unfortunately, our distribution partner do not have any more copies of the 12/24 - 12/26 papers to re-deliver, so the account has been credited for all the days missed.
Best Regards,
*****************************
**** ******** ********** *** *** **** ***** *** ************** *** ***** *** ** *****
Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the ** Times and it was about $15 a month or even less. Now they are charging me nearly $30 a month and no, I was not notified. I have tried to cancel my subscription at least 4 times over the past four months. You cannot email them and when you call you are put on hold, usually, for over 20 minutes. They are unethical. I want to be refunded the past four months and my subscription canceled. I am through with the ** Times and their mediocre attitudes.Business response
12/13/2021
Please be advised that according to our Terms of Sale, the customer will be automatically charged the full rate after the promotional discount ends, unless they contact us to cancel. However, as a good faith gesture, we have refunded last 3 payments back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I subscribed to Sunday delivery on December 6, 2020 for the New York Times. I only received three Sunday papers. I did not receive a refund for the missing papers. By March 8, 2021 I requested a cancellation via email. They did not finalize my cancellation. I have the email string. It is now November 27, 2021 and I have been charged $42 per month on my credit card each month since I canceled my subscription. I have been in touch with the New York Times because I am unable to automatically cancel my subscription in my account. They finally canceled my subscription today but refused to issue me a refund for the 8 months of monthly subscription payment since I canceled my subscription. They said they could not issue a refund. I have my request for cancellation in writing. What can I do to get my money back? I am out nearly $500 dollars. I only want my money back...I am willing to pay for the three newspapers I received.Business response
12/06/2021
*** ********* * ******** ******** ************ ******************************* **************************************************************************************** ******* ****** ************** ******* *************************
New York Times Acct#: *********
We would like to apologize for the troubles with the home delivery subscription and can confirm it has been cancelled and a full refund will be issued. A refund in the amount of $137.22 was issued back to the credit card on file today and another $325.05 is in the process of being refunded, bringing the total refund to $462.27.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
12/12/2021
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. As long as the refunds actually happen as they have promised.
Sincerely,
*******************************
Initial Complaint
11/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
NYTimes claims that they were not paid in October 2021 even though the charge appeared on my credit card statement. Then they billed me for double the amount in November, and have not refunded my credit card for the extra charges.They also charge my credit card more than they credit to my ** Times account. In November, they charged my credit card $80.28, but the billing invoice says they were paid $78.61. This happens every month where the amounts don't match. After at least 50 emails and hours on the phone, they gave me a credit to the ** Times account, but not to my credit card. And the amount is less than the overcharge of $40.14.Business response
11/22/2021
Re: Complaint # ********
Customer Information:
*************************
************************************************************************************
Daytime Phone: **************
E-mail: *********************New York Times Acct#: *********
Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm that $40.14 is being refunded back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times *****************, *** ***** *** ** *****
Customer response
11/23/2021
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]
They haven't refunded the correct amount which should be $40.14. Instead, they refunded $36.82.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
12/13/2021
*** ********* * ******** ******** ************ ************************* ************************************************************************************ ******* ****** ************** ******* *********************
New York Times Acct#: *********
We would like to apologize for the refund shortage and have processed another $3.32 refund back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times *****************, *** ***** *** ** *****
Customer response
12/15/2021
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
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April of 2021 I found miscellaneous charges per week from The New York Times on two different credit cards (from different banks). At the time I had a digital prescription at a low rate because of a promotion. I called to figure out what was going on, had a decent experience, and all was corrected I was told. A few weeks later, I started receiving multiple charges a week because there was an "issue in the system" and I confirmed that nothing from my problem had been resolved and it had been made worse. I interacted with a new person each time, was gaslighted a few times, and started from scratch each time.. in a very clear effort to frustrate me enough that I wouldn't cancel my subscription. I have canceled my subscription and am still being charged on another credit card with no association to this account for $17 a month. I've worked with my bank to attempt to track down the cause, is this fraud, etc. I have been filing claims to dispute charges since May 2021. I have been told by the NYTimes they cannot track down this charge, then I'm told to email my credit card number, then told they cannot accept credit cards over email, and I am STILL receiving charges they can't track down. This has to be a scam! And they will not call me.Business response
11/22/2021
Re: Complaint # ********
Customer Information:
***************************** ************** **** ********* ** ***** ******* ****** ************** ******* *************************
Please be advised that we are unable to locate a duplicate subscription in our system, and have emailed and called the customer to provide the first 6 digits and last 4 digits of the credit being charged, as well as the last amount and date charged to investigate further, but havent heard back as of yet.
Best Regards,
*****************************
Care Business Specialist
The New York Times ****************** *** ***** *** ** *****
Initial Complaint
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good morning,We have tried over and over to stop our subscription to the ** Times. We moved and the paper carrier does not provide delivery service in our new area. We have called repeatedly since September 2020 and ** Times continues to **** us. We have been given cancellation numbers, etc and still are being billed. I called them again yesterday and was put on hold for half hour and was told that billing would call me back. I still have not heard from them. I do not know how to stop this service!Business response
11/12/2021
Dear *****************************,
* *** ********* ********** ******** ************ ********************* ** *** **** ****************** ******* ****** ************** ******* ******************* *
New York Times Acct#: *********
Please be advised that this complaint has been resolved. We can confirm that the Home Delivery subscription to ********************************************************** is stopped and $180.00 is in the process of being removed to reflect a 0 balance.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ************************* ************** ** ***** *** ************* ********************************************************** *
Customer response
11/12/2021
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 will notify BBB if the ** Times send another invoice. They, ** Times, has told us several times that they were going to cancel the subscription. Hopefully with your help, this will be completed.
Sincerely,
*********************
Initial Complaint
11/08/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I am elderly and need to cancel my paper subscription. It can not be done online. No one answers the chat feature. When I call the number, it puts me on hold until I am the next available person and then it automatically hangs up the call. I will not be paying my invoice and thought it courteous to let them know; however, the NYTimes makes it impossible. I had this experience before when I gave a subscription to my son-in-law as a gift and when he wanted to cancel, it was impossible and took almost a year. Do not do automatic payments with NYTimes.Business response
11/15/2021
Re: Complaint # ********
Customer Information:
*****************************
****************************************************************************
Daytime Phone: **************
E-mail: ***************New York Times Acct#: *********
Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm that the Home Delivery subscription has been cancelled as of 11/14/21.
Best Regards,
*****************************
Care Business Specialist
The New York Times ****************** *** ***** *** ** *****
Customer response
11/16/2021
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
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a long time, 20 year + subscriber to the **** Since May of 2021 delivery service has gone from sporadic to intermittent to no delivery whatsoever. Despite several calls and inquiries the *** has failed to respond or correct the delivery issue. I note they require payment in advance for a product they are not delivering; and instead of a prompt, timely refund you wait up to 3 months for a credit with no accounting to verify if it is correct. I believe they are in breach of their subscription delivery agreement and their failure to provide a timely refund constitutes consumer fraud. I would appreciate an investigation and response to this matter. Thank you.Customer response
11/08/2021
The problem has been ongoing and continuous since May 2021. The resolution I am seeking is a delivery guarantee in compliance with the subscription or a prompt, detailed refund account without waiting for three months to receive a credit with no backup to support the amount.Business response
11/12/2021
Dear *****************************,
Re: Complaint **********
Customer Information:
***************************
***************************************
Daytime Phone: **************
E-mail: *********************New York Times Acct#: *********
Please be advised that our distribution partner is having trouble securing a permanent carrier for this area/route, so the paper is delivered by other carriers and can sometimes arrive late. We are working diligently to find a more permanent solution and is appeal to our subscribers to bear with us during this trying time. They will continue to do their best to deliver the paper as early and consistently as possible.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ************************* ************** ** ***** *** ************
Customer response
11/12/2021
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
11/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I have repeatedly tried to ask the customer service what amount of sales tax will be added to the Sunday delivery promo price of $5 a week. None of them have answered this question and just ask me to place an order to find it out. How can I place an order without knowing how much I will pay?Business response
11/09/2021
*** ********* * ******** ******** ************ ***** *** ******************************************************************************* ******* ****** ************** ******* **********************
Please be advised that we would like to apologize for any inconvenience, and can confirm that we do not pass a Sales Tax on to home delivery customers in the *******************.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
11/09/2021
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
11/05/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had a NYT online subscription on and off for several years. On 3/29/20, I subscribed for Basic Access to $4/month. I do not recall any notice at the time that this price was a limited time offer. Unbeknownst to me, on 3/26/21, NYT increased my subscription payment from $4/month to $17/month. No notification of this was received by email, telephone, or any indication in my account from what I can tell. I only just noticed today, 11/5/21, when reviewing my statement with Paypal. I contacted them immediately to request cancellation and a refund of the overcharges. They have canceled but refused any type of refund, stating their Terms allow them to increase payment amount without notice and refuse any refund. I would like a refund of my most recent payment as well as a refund of the overcharges I never authorized.Business response
11/08/2021
*** ********* * ******** ******** ************ ***************************** ****************************************************************************************** ******* ****** ************** ******* ***************** *
Please be advised that according to our Terms of Sale, the customer will be automatically charged the full rate after the promotional discount ends, unless they contact us to cancel. However, as a good faith gesture, we have refunded last 3 payments back to PayPal.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ****************** *** ***** *** ** *****
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Contact Information
Customer Complaints Summary
259 total complaints in the last 3 years.
86 complaints closed in the last 12 months.