ComplaintsforThe New York Times Company

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Initial Complaint
11/01/2021
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
It's impossible to cancel a subscription. You are told to call or chat and NO-ONE ANSWERS OR CALLS YOU BACK.
Business response
11/08/2021
Re: Complaint # ********

Customer Information:

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

New York Times Acct#: *********

Please be advised that this complaint has been resolved. We can confirm the subscription was cancelled and $36.93 refunded back to the credit card on file.

Best Regards,

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

Care Business Specialist

The New York Times *** ****** ******* *** ***** *** ** *****
Customer response
11/08/2021
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.
Thank you
Initial Complaint
11/01/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The NYT charged me for a subscription after I attempted to cancel.
Business response
11/03/2021
Re: Complaint # ********

Customer Information:

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

Please be advised that this complaint has been resolved. We can confirm that the All Digital Access subscription was cancelled on 10/30/21 and $4 refunded back to the credit card on file.

Best Regards,

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

Care Business Specialist

The New York Times *** ****** ******* *** ***** *** ** *****
Customer response
11/03/2021
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 note that the business' response to Better Business Bureau is different than the response the representative provided to me.

Sincerely,

******* ****
Initial Complaint
10/21/2021
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 subscribed separately to *** games for $35.00. It is due to expire November 22, 2021.On April 12, *********************************************** ****** I received a FULL digital subscription to the *** for one year. Everything was fine until one week ago and now I can not access the crossword puzzle etc. I have sent numerous emails and numerous calls. Their customer service has not fixed the problem. My phone number associated with the account is ************. The customer service is terrible ( on one call I was put on hold and they told me I was third in line and the next time they came on the line on the very same call, I was told I was fourth in line.) The problem has not been fixed.. I have paid for the puzzles in *** in TWO ways and I can not access them. Thank you. ******************************* 10/21/2021
Business response
10/25/2021
*** ********* * ******** ******** ************ ******************************* *************************************************************************************** ******* ****** ************** ******* ******************

Please be advised that this complaint has been resolved. We can confirm the customer has been granted Games access at no additional charge.

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
10/25/2021
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] No one from management in customer service has phoned me. Yes they gave me a subscription but their customer service was nasty and there would have been no problem if they would have listened to me on first contact. I want them to know about it and talk to someone. I took the time to write this after multiple emails and phone calls. I specifically wrote that I want someone. from *************************** to phone me and listen to how this incident was processed to this point.
*******************************

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

Sincerely,

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

Business response
11/03/2021
Re: Complaint # ********

Customer Information:

*******************************
***************************************************************************************
Daytime Phone: **************
E-mail: ******************

Please be advised that I have reached out to **************** and apologized for the poor agent interaction, and let her know that we will look into the matter and take the appropriate action.

Best Regards,

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

Care Business Specialist

The New York Times ****************** *** ***** *** ** *****
Initial Complaint
10/20/2021
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.
Recurring monthly bill for $4.00 for a subscription I never had. Called and tried to get it resolved but they say it’s a phantom account and said it was being taken care of but it’s still occurring.
Business response
10/25/2021
*** ********* * ******** ******** ************ ***** ****** *** **** ** ******** ** ***** ******* ****** ***** ******** ******* ************************* *

Please be advised that this complaint has been resolved. We were able to locate the Basic Digital Access subscription under *********************************** and can confirm that it has been cancelled, and the last 2 charges totaling $12 refunded back to the credit card on file.

Best Regards,

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

Care Business Specialist

*** *** **** ***** *** ****** ******* *** ***** *** ** *****
Initial Complaint
10/18/2021
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.
It's been over a month since I subscribed to delivery of a paper copy of the Sunday New York Times. I have never once received a print copy. Not once. My friend lives one town over and she has had a subscription for three months; also without ever receiving a paper copy of the paper. If it weren't for the fact that I can still purchase a copy from the bookstore up the street, I would think the NYT had discontinued print production entirely. Now I suspect they no longer deliver to residential addresses and simply collect money from people who are gullible enough to believe they can still have a copy delivered to their home to enjoy with their Sunday coffee. Sure sounds nice. Maybe one of their reporters should do a story on the problems they seem to have with actually getting their product to people's houses.
Business response
10/26/2021
*** ********* * ******** ******** ************ ****** ******** *** **** ** ******** ** ***** ******* ****** ***** ******** ******* ******************** * *** **** ***** ****** *********

Please be advised that our distribution partner is in contact with *** ******** and will continue to work diligently to correct the delivery issue moving forward.

Best Regards,

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

Care Business Specialist

*** *** **** ***** *** ****** ******* *** ***** *** ** *****
Initial Complaint
10/13/2021
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.
I discovered in July that I was being charged $4 twice each month for my NYT digital subscriptions going back to Jan 2021. I called their customer service number and the agent said she could not locate the double subscription and would arrange for somebody else to call me back, They never did. I called again on 9/10 and the agent discovered one subscription was linked to my aol email (and a second one was linked to an appleid email address. By then one of the subscriptions had gone up to $17 monthly. She said she would cancel the $17 subscription and refund me $16 for four of the months I had been overcharged. Today (10/12) I discovered I was again charged $17 on 9/17 and $4 on 10/1. I called the customer service again and was told she found a note to cancel the $17 but that it was still active, I asked her for a refund but she said she could not do a refund. I would like NYT to refund me for all the double billing. so far they have only refunded $8.
Business response
10/14/2021
*** ********* * ******** ******** ************ **** ****** **** ***** **** ** ****** ** ***** ******* ****** ***** ******** ******* ****************

Please be advised that this complaint has been resolved. We can confirm that the Basic Digital Access subscription has been cancelled and the 2 charges for $17 each is being refunded back to the credit card on file.

Best Regards,

****** ******** **** ******** ********** *** *** **** ***** *** ****** ******* *** ***** *** ** *****
Initial Complaint
10/13/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I can't cancel my account. There is no option to cancel online for my online account you have to call or chat with someone just to cancel and they don't answer. It's a scam. My payment shows up on my bank account but logging on it says they can't process my payment. I just want to cancel but there's no way to do so. Huge waste of time and resources and unethical!
Business response
10/14/2021
Re: Complaint # ********

Customer Information:

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

Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience, and can confirm that the Basic Digital Access subscription was canceled on 10/10/21.

Best Regards,

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

Care Business Specialist

*** *** **** ***** *** ****** ******* *** ***** *** ** *****
Customer response
10/14/2021
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
10/12/2021
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.
CARRIER REFUSES TO LEAVE NEWSPAPER ON MY FRONT PORCH
Business response
10/13/2021
*** ********* * ******** ******** ************ ****** ****** **** ***** ***** ***** ********** ** ***** ******* ****** ***** ******** ******* ************************ * *** **** ***** ****** ********* *

Please be advised that according to our distribution partner, this is a poorly lit area and they have asked the customer to turn on a light in order to see the small porch. They will continue to do their best to deliver the paper as close as possible.

Best Regards,

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

Care Business Specialist

*** *** **** ***** *** ****** ******* *** ***** *** ** *****
Customer response
10/20/2021
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: This is NOT a poorly lit area and I will not pay more in electricity "to turn on a light in order to see the small porch." The distribution partner is using employees that are just plain lazy. I never experienced these problems with the previous distribution partner. Deliver the newspaper to the front porch or I will cancel my subscription.

[Your Answer Here]

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

Sincerely,

****** ******
Business response
10/25/2021
Re: Complaint # ********

Customer Information:

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

New York Times Acct#: *********

Unfortunately, the local distributor informed us that they will no longer be able to deliver the paper, so the subscription will be cancelled as of 10/28/21.

Best Regards,

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

Care Business Specialist

*** *** **** ***** *** ****** ******* *** ***** *** ** *****
Initial Complaint
10/12/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/29/21 my husband accidentally overpaid the New York Times Home Delivery by $11,000. We contacted them the next day once we realized our mistake, and were told a refund or credit would be promptly arranged. That was nearly 6 months ago. The *** has stated in writing that they indeed owe us this money, and that they intend to issue a refund. They just never do. We are desperately trying to get our $11,000 refunded. The *** has repeatedly lied about sending a check, and about company policies (e.g., that they cannot reveal the check number of a refund check being sent to us for security reasons). Most infuriatingly, there is NO WAY TO REACH THE *** EXCEPT BY CALLING *************, so its taken hundreds of hours to try to resolve this. They have escalated our case, launched investigations of our case, escalated their investigations, and investigated their escalations. Still, we do not have our $11,000. We are desperate!
Business response
10/18/2021
*** ********* * ******** ******** ************ ***************************** ******************************************************************************************* ******* ****** ************** ******* ***********************

New York Times Acct#:*********

Please be advised that this complaint has been resolved. We apologize for the delay with this matter, and can confirm the refund check was ******* to the customer on Thursday (10/14/21).

Best Regards,

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

Care Business Specialist

*** *** **** ***** ****************** *** ***** *** ** *****
Customer response
10/18/2021
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
10/12/2021
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.
NYT FORCES people to talk to their customer service to get a sub canceled. At which point customer service starts debating you and refusing to just cancel. I want my money back for the last month I was charged. I TRIED TO CANCEL.
Business response
10/13/2021
*** ********* * ******** ******** ************ ****** ****** *** * *** ** ****** ** ***** ******* ****** ***** ******** ******* ****************************

Please be advised that this complaint has been resolved. We can confirm that the subscription was cancelled on 10/9/21 and a refund totaling $18.19 issued back to Paypal.

Best Regards,

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

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