Business ProfileforDaily Wire
Digital Media
Additional business information
Additional Info:
This company has a pattern of complaint that alleges Billing and Collections Issues, Refund or Exchange Issues, and Customer Service Issues. Specifically, Consumers are alleging they cancelled their membership months ago and were still billed for an annual fee. They also state they've made numerous attempts to reach Daily Wire and their messages are not being returned. One consumer alleged he was charged three membership fees and that Daily Wires customer service is non-existent.
On March 7, 2022, BBB contacted the company to request their voluntary cooperation in eliminating the pattern of complaints.
On March 17,2022, the company responded with the following information as a means to eliminate the pattern:
We, the understated parties, having discussed the pattern of customer complaints filed against The Daily Wire over the past twelve months, hereby agree to eliminate the pattern of complaint through the procedures or steps outlined below. We further agree to abide by the promised terms.
1. We are aware that complaints brought to the BBB are due to automatic renewals of our subscription-based services. The Daily Wire sends out an email notification prior to any subscription being renewed with the subject line, "Renewal Reminder & Thank You." Members may self-serve and cancel their membership at any time by logging into their accounts at www.dailywire.com.
Under The Daily Wire's Terms of Use, customers are not eligible to receive a refund after the subscription has renewed; however, The Daily Wire reviews requests for refunds in extenuating circumstances on a case-by-case basis. The customer may cancel their subscription at any time. Our Terms of Use communicates that if a member chooses to cancel their subscription, they will not receive any refund, but that their access will continue until the end of the current subscription period. All members accept our terms and conditions upon joining and they are accessible for review on our website. We stand by our terms and conditions.
2. We are aware that a spike in complaints brought to the BBB was due to a new product launch of physical gift vouchers around the 2021 holiday season. We have evaluated our vendor selection and have rectified the situation. Since addressing our vendor management issue, we have not seen any new or related issues as of February 1, 2022.
3. Our members are of the utmost importance to The Daily Wire. We are working to increase the size of our customer service team to better serve our members and support our company's growth. We have added new leaders to our team who are enhancing our membership experience through process improvement, technology upgrades, metric-based performance, and proactive assessments of support needs with future product releases. We are committed to providing our members with world-class customer service.
BBB will monitor this company's efforts and this aspect of the Business Profile will be updated once additional information becomes available.
On March 7, 2022, BBB contacted the company to request their voluntary cooperation in eliminating the pattern of complaints.
On March 17,2022, the company responded with the following information as a means to eliminate the pattern:
We, the understated parties, having discussed the pattern of customer complaints filed against The Daily Wire over the past twelve months, hereby agree to eliminate the pattern of complaint through the procedures or steps outlined below. We further agree to abide by the promised terms.
1. We are aware that complaints brought to the BBB are due to automatic renewals of our subscription-based services. The Daily Wire sends out an email notification prior to any subscription being renewed with the subject line, "Renewal Reminder & Thank You." Members may self-serve and cancel their membership at any time by logging into their accounts at www.dailywire.com.
Under The Daily Wire's Terms of Use, customers are not eligible to receive a refund after the subscription has renewed; however, The Daily Wire reviews requests for refunds in extenuating circumstances on a case-by-case basis. The customer may cancel their subscription at any time. Our Terms of Use communicates that if a member chooses to cancel their subscription, they will not receive any refund, but that their access will continue until the end of the current subscription period. All members accept our terms and conditions upon joining and they are accessible for review on our website. We stand by our terms and conditions.
2. We are aware that a spike in complaints brought to the BBB was due to a new product launch of physical gift vouchers around the 2021 holiday season. We have evaluated our vendor selection and have rectified the situation. Since addressing our vendor management issue, we have not seen any new or related issues as of February 1, 2022.
3. Our members are of the utmost importance to The Daily Wire. We are working to increase the size of our customer service team to better serve our members and support our company's growth. We have added new leaders to our team who are enhancing our membership experience through process improvement, technology upgrades, metric-based performance, and proactive assessments of support needs with future product releases. We are committed to providing our members with world-class customer service.
BBB will monitor this company's efforts and this aspect of the Business Profile will be updated once additional information becomes available.
At-a-glance
Related Categories
Products & Services
Business Details
- Location of This Business
- 1831 12th Ave S STE 460, Nashville, TN 37203-5405
- BBB File Opened:
- 5/26/2021
- Type of Entity:
- Limited Liability Company (LLC)
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
301 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Christmas of 2022 our son gave us the gift of a subscription to Daily Wire. We found that DW did not provide a streaming option for our smart **. We would have had to install another dongle device, which we did not desire because we already had enough feeds to the ** input. Supposedly there was to be an app through Amazon Prime or another provider. We did not have a Vizio ** which provided an app. So we were refunded about $144. On April 25, 2024 our *********** statement had a Daily Wire charge for $157.94. By this time we had moved on and had various news and entertainment outlets similar to DW content.. We had no desire or use for DW, but a year and a half after our son gave us the gift, the charge appeared. I contacted DW and the rep would not release us from the charge saying that it would stop in 2025. Therefore, I went to *********** to explain our dilemma. They filed a complaint and gave us a temporary reimbursement from ***********. Daily Wire refused ***********'s request to refund our account. We were told we had a 30 day window to stop the account. My wife and I saw no indicators in email, mail or text about the upcoming charge. In addition, we did not know that DW started some connections with Prime and another streaming company. We were in the dark about it. But the company said they were now streaming through these providers. We had no communication about any changes or an upcoming payment. We are not mind readers. But by this time we had no interest in Daily Wire. When no agreement was reached with ***********, our credit card company charged us the $157.94 on June 28, 2024. We are very disappointed with this kind of treatment. I am prepared to also file a complaint to the Iowa ************************ Although $157.94 will not put this retired couple into bankruptcy, we are highly disappointed with this type of practice. We think it would be ethical for DW to refund the amount they charged us. We have no desire for the service.
Read MoreCustomer Reviews
265 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Kat F
5 stars
08/14/2024
Great quality products, easy to naviaged website, but even more importantly in 2024, great customer service. They have one of the best customer service chat systems and assistance I have used. Solutions were quick, and transparent.
Daily Wire Response
08/16/2024
Thank you for the awesome review! We are so happy that you are enjoying our products and we are always excited to hear that our Membership Experience team was able to help you with your request. We strive to deliver excellent customer service and are glad to hear that we were successful in caring for your request transparently and with a friendly attitude! Thank you again for your compliments and we are grateful for your continued support!
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