Important information
- Customer Complaint:The business indicated they would like to speak with consumers before complaints are filed with BBB. Consumers are asked to contact Tennessean's customer relations manager, Diane Bond, She can be reach directly at 615.259.8280 or [email protected]. It is not a requirement to contact a business prior to filing a complaint with BBB.
Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/12/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IN FEBRUARY 2025 MY CREDIT CARD WAS BILLED $99.00 FOR A RENEWAL OF MY DIGITAL NEWSPAPER SUBSCRIPTION. I HAVE REQUESTED A CANCELLATION OF MY SUBSCRIPTION AND A REFUND OF THE CHARGE ON MY CREDIT CARD THREE TIMES. THEIR WEBSITE SAYS THE SUBSCRIPTION IS CANCELLED BUT I HAVE NOT RECEIVED A REFUND.Business Response
Date: 04/17/2025
The Tennessean understands and regrets the frustration experienced by this customer. We have been in contact with the customer and a refund has been provided for the requested amount. The customer has been provided with our direct contact information in case further assistance is needed.Initial Complaint
Date:10/28/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid the Tennessean ***** year for Robertson county paper and Sunday papers I've paid them every year for these 2 papers and now there saying it's just for Robertson county paper I'm not happy there miss leadingBusiness Response
Date: 11/06/2024
The Tennessean regrets this customer's poor experience. We have restarted delivery of the Tennessean Sunday edition to this subscriber effective this coming Sunday, 11/10/24. We left a voicemail for this customer, informing them of the pending restart of this subscription, and providing direct contact information in case further assistance is required.Customer Answer
Date: 11/16/2024
Been solvedInitial Complaint
Date:10/11/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 8, 2024 the Tennessean newspaper auto-renewed a yearly online subscription that I had cancelled online months ago. I called customer service, was cut off twice, and finally got through to a representative who said this was a common occurrence and complaint. She was able to permanently cancel the future subscription, but would not refund what I had been charged. I then chatted online with the Tennessean, and they said they could refund it if they wanted to, but didn't want to and would not.Business Response
Date: 10/21/2024
The Tennessean regrets this customer's poor experience. We have initiated a refund request which will be processed within the next few business days. We left a voicemail for the customer informing them of the pending refund and provided direct contact information in case further assistance is required.Initial Complaint
Date:06/07/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Probably six months ago, my minor child somehow signed up for a $1 digital subscription which is apparently for 6 months. Now my child has been charged *****- 3 times since May 10th. Charged ***** on May 10, May 16, and June 3rd. My MINOR child is being charged for a digital subscription!! I called customer service to cancel and explain what must have happened and what has been charged. I was told that no, absolutely not would any refund be given. This is for digital access only - no paper has been delivered or extra service issued!! A minor is not even supposed to be ABLE to sign up for a recurring subscription without parental permission. The fact that somehow it did, and no understanding of the circumstances at all. Terrible customer service!!Business Response
Date: 06/18/2024
The Tennessean regrets this customer's poor experience. We've attempted to reach this customer, leaving multiple voicemails and emailing them. We have provided our direct contact information and hope to hear back from the customer soon, as we require additional information from them to locate and refund the charges in question.Initial Complaint
Date:06/01/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I learned today that I cannot cancel my Tennessean subscription online. I can only call during business hours Monday through Friday. Of all the online subscriptions that I currently have, and have ever had in my life, I've NEVER not been able to cancel online. It's really a predatory practice, and one that they should end immediately. People forget to cancel, or they find it onerous, so the Tennessean makes more money based on that--I get it, it makes sense. But it's not fair, it's not a good business practice, and it should be changed immediately. And it's clearly done on purpose because I can change my credit card, change my address, and do all sorts of other account modifications online. I'll never again subscribe to the Tennessean because it's so difficult to cancel.Business Response
Date: 06/12/2024
The Tennessean regrets this customer's poor experience. Our terms of service, provided at the point of sale, currently state that subscriber's must contact our customer care team to cancel a subscription. This can be done over the phone or through online chat support. We are working to update our systems to allow for easier online cancellation in the near future.
We confirmed this customer's subscription was successfully cancelled effective their paid through date, 6/22/24. We emailed and left a voicemail for the customer, confirming their cancellation and providing direct contact information in case further assistance is required.
Initial Complaint
Date:05/05/2024
Type:Sales and Advertising IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Complaint Regarding Tennessean Newspaper Subscription Billing Practices Dear BBB,I am writing to file a complaint against the Tennessean Newspaper regarding their subscription billing practices. On August 11th, 2023, I signed up for a promotional offer of a 6-month digital subscription for $1. However, I later discovered unexpected charges on my credit card statement, indicating a monthly fee of $14.99 beginning on February 11th, 2024.Upon noticing these charges, I promptly contacted the Tennessean's customer service to address the issue. During my initial call, the representative attempted to resist providing a credit, citing the nature of the digital subscription. However, they assured me that the subscription would be canceled immediately. Despite this assurance, I continued to receive bills for $14.99 on March 11th, 2024, indicating that the subscription had not been canceled as promised.Subsequently, I called the Tennessean again to express my dissatisfaction and to remind them of the Tennessee rule requiring businesses to notify customers of changes in terms. The representative assured me that they would rectify the situation. However, it was not until March 12th, 2024, that the subscription was finally canceled.Unfortunately, despite multiple assurances from Tennessean representatives, no credit has been issued to my credit card account for the unauthorized charges totaling $28.99. Furthermore, I have incurred additional fees from my credit card company as a result of these charges.I strongly believe that Tennessean's failure to notify me of the change in subscription terms and their failure to promptly cancel the subscription as promised constitutes deceptive and unfair billing practices. Therefore, I am requesting that Tennessean issue a credit of $28.99 to my credit card account and that my credit card company adjust the associated fees accordingly.I appreciate your assistance in following up on this matter and ensuring that appropriate action is taken to resolve this issue.Sincerely,*************************Business Response
Date: 05/14/2024
The Tennessean regrets the frustration experienced by this subscriber. We are refunding the requested amounts and reviewing the customer's experience for coaching opportunities. We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.Customer Answer
Date: 05/14/2024
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.
Sincerely,
*********************************Initial Complaint
Date:02/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a subscription for digital access and a delivered print edition of the Sunday paper in November of 2023. I have yet to receive a paper delivered, despite repeated attempts to rectify the situation via the customer support chat, email and phone and while being charged.Business Response
Date: 04/16/2024
The Tennessean regrets the frustration experienced by this subscriber. Upon review we found this subscription was started as carrier delivery, although this address falls outside of our normal delivery area. This subscription was converted to mail delivery effective 2/25/24 and a subscription credit was applied. We've reached out to the customer to confirm whether this matter is resolved to their satisfaction. We've yet to hear back from them, but provided direct contact information.Initial Complaint
Date:01/18/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I expected my "Tennessean" subscription renewal on 12/26/23 to be the usual $69. Instead, they charged $99 with no prior notification of a rate increase. I called **************** on the same day to complain and cancel my subscription. The representative at first said they don't give refunds for cancellations. However, their web site includes a clause saying, "We reserve the right, however, to issue refunds or credits at our sole discretion.". After a 28 minute call, she finally admitted she could cancel my subscription and issue a full refund. She said the refund would be issued and credited to my credit card "within ***** business days". I received email confirmation that my subscription had been cancelled, but I have still not received my refund.Business Response
Date: 01/18/2024
The Tennessean regrets this customer's poor experience. We are issuing a refund, which they should see returned to their card within the next few business days. We left a voicemail for the customer informing them of the pending refund and providing direct contact information in case further assistance is required.Customer Answer
Date: 01/20/2024
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.
Sincerely,
*****************Initial Complaint
Date:11/27/2023
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have recently subscribed to the daily Tennessean. My subscription took effect on Sunday, November 19 I received the first issue on that Sunday. I have since not received any issues since that time. I have contacted their customer service department each and every day. Ive been told each time, by a scripted detail, that this issue would be resolved. Today is Friday, November 24 and I have not received a single issue of the paper since Sunday, the 19th. there is no one locally to contact about having a paper delivered. These call center employees cannot give me any number to contact locally. Also, there is no local number to be found in order to contact the Tennessean.Business Response
Date: 11/29/2023
The Tennessean regrets this subscriber's poor experience. We escalated this matter to our distribution management team for review and correction. We communicated with the customer who states they received delivery the past 2 days since this issue was escalated. Credits were applied for the papers not received and direct contact information was provided in case further assistance is required.Customer Answer
Date: 11/29/2023
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.
Sincerely,
*******************Initial Complaint
Date:06/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a subscription to the print Tennessean years ago for my grandmother. We KEEP TRYING TO cancel it and they just keep ignoring ** and billing. I want a refund for all the papers with penalty and interest! I have called and called! This is a disgusting way to do business. Everyone should be warned about these illegal and dishonest practices!!!Business Response
Date: 06/16/2023
The Tennessean regrets the frustration experienced by this subscriber. We've emailed and left voicemails for this customer requesting they contact us in order to provide additional information we can use to resolve this matter. We look forward to hearing back from this customer and ensuring this matter is resolved to their satisfaction.
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