ComplaintsforThe Dallas Morning News
Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The Dallas Morning News allows you to subscribe online, but not unsubscribe. I thought the *** had a law that required companies to allow you to cancel a subscription online in the same number of steps it took you to sign up for a subscription online.Business response
04/15/2024
Thank you reaching out to The Dallas Morning News. We apologize for the inconvenience you experienced while trying to cancel your subscription. Checking our records, you were able to cancel your subscription on 4/11/2024. There is no further action required. Thank you.
Initial Complaint
03/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 30, 2023, my wife and I purchased a 6-month trial subscription for Sunday delivery of the Dallas Morning News, at a cost of $25.96, which I paid with my credit card. In January, 2024, after not 1 or 2 but THREE missed deliveries in that short period, I called to cancel the subscription and to ask for a refund, but had to leave a message. When I did not receive a return call, I disputed the charge with my credit card company and later received a conditional credit on my credit card.Today (March 2, 2024), we received a statement from the **** claiming that I owe $12.06, which is rather unbelievable, given all of our frustration and time wasted having to notify the paper's circulation department about our multiple problems.Business response
03/07/2024
Dear **************,
Thank you for writing to The Dallas Morning News. We apologize for the inconvenience this has caused you.
We understand that you are looking to receive a refund of $25.96. As of 2/14/2024, your credit card company disputed the charge for the $25.96 and it was refunded. As you stated previously, you have already received a credit for that amount.
The remaining amount of $11.96 has been removed and your account is now closed with a $0 balance.
Thank you.
Customer response
03/07/2024
I have reviewed the business response and accept this resolution. Thank you.Initial Complaint
12/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Newspaper is delivered too late 930am or later and in at least three recent cases not at all. Reached out to customer service and no response. I request a reply of what time the paper will arrive. Otherwise I have to read on my phone and then there is no reason to have home delivery.Business response
12/27/2023
The Dallas Morning News apologizes that your paper is being delivered late. We will get in touch with the delivery carrier to ensure service improves. Again, thanks for being a valued subscriber.Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The online subscription service was cancelled by me on a phone call to them at November 13, 2023 1:31 pm to phone no. **************. Did not receive confirmation of the cancellation. They have continued to charge my card as late as 12/13/2023. Called again at 12/13/2023 and reminded them that I ha cancelled in Nov. told me they had no record of the phone call, asked them once more to cancel the subscription, still no conformation on the request. I have a call history of the date of the Nov. phone call if needed. Thanks for the help.Business response
12/15/2023
The Dallas Morning News apologize for the inconvenience and has processed a refund per your request.Customer response
12/15/2023
I have reviewed the business response and accept this resolution.Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The ad said cancel anytime. Tried, could not figure out to cancel it. Finally found a number, asked for refund as I don't want nor use them. They said sorry we don't do that but we are extending your enrollment. Horrible customer service impossible to cancel. They literally took my last 25 dollars and won't do anthing.Business response
09/22/2023
This customer has subscribed to ********************** three times using three different email addresses. Oddly, the customer would be subscribed each time only to read one story and then ask for a refund of $23.40. The Dallas Morning News terminated the subscription and refunded the September 9, 2023 payment. The customer should know they must call to stop their subscription at ************.Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I cancelled my subscription back in January followiing the end of the Cowboy's season. The newspaper kept charging my credit card and now says they have no record of the January cancellation, so they won't refund charges for the last seven months, even though they sent me a card indicating they had no updated email account. This is not a satisfactory answer. They want to hold on to my money. That they have no record of the cancellation is exactly the problem. They also have started calling subscriptions "memberships". Is this a way of continuing charging even when not sending a paper. Their card indicated they have not been sending the paper, so that should be enough to tell them that it was cancelled. I tried to get it resolved with them, but they refused to make any adjustment. I think people need to be warned that their newspaper is poor on record keeping.Business response
09/06/2023
The Dallas Morning News apologizes for the inconvenience. However, we do not have a record that the customer called to stop the ********************** subscription. The Dallas Morning News has billed the customer each month and received payment from the customer with no complaints. The customer has a responsibility to call and stop the subscription. We have refunded the customer's last payment of $30.03 for August. However, we are not willing to refund the account since January of this year.Business response
09/21/2023
The Dallas Morning News apologizes for the inconvenience. However, we do not have a record that the customer called to stop the ********************** subscription. The Dallas Morning News has billed the customer each month and received payment from the customer with no complaints. The customer has a responsibility to call and stop the subscription. We have refunded the customer's last payment of $30.03 for August. However, we are not willing to refund the account since January of this year.Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a rural customer and have been for a few years with no real issues with the service I have received. However, I have not received my paper since August 4, 2023. A total of 8 days. I have filled out the online form to report missed delivery issues and called customer service each one of those eight days. Even spoke to a customer service manager. Was told that the delivery person would be notified, and I would receive the missing paper the next day with the normal delivery. That has not happened. Was told the district manager would be notified and that person would call me with in 24 to 48 hours. Today I was told they had up to 72 hrs. Still no call. Still no paper. Still wondering why? Renewed in late July as subscription would runout in Aug and my account shows up to date and no monies owed.Business response
08/16/2023
The Dallas Morning News apologizes for the missed delivery. After reviewing the customer's area, we have decided to discontinue home delivery in his area due to cost. We tried to contact the customer by phone, but unfortunately, no answer wasn't given. We also emailed the customer to let him know that delivery would be stopped and the balance on his account would be refunded as soon as possible.Customer response
08/22/2023
The response did not give a time frame that their actions took place. None of those actions took place before BBB sent complaint to them. They are trying to make appear that they were pro-active before stopping delivery which is false. However, it is what it is.
Thank you for your help and the timeliness! I am satisfied.
***********************
Initial Complaint
08/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
i can not figure out how to cancel. i am deaf. i ordered online but they make me call and speak with a representative to cancel? i want to **** this is unethical and they are horrible. they keep robbing me monthly, what am i to do? they are the worst and give me no option. i didnt speak with someone to order .. but i have to speak with someone to cancel! i cant speak! this is abuse of those with disabilities and i cant wait to get a class action going to show the world what predators they areBusiness response
08/13/2023
When I review the account, it states we canceled your account in 2022. I used the customer's email address to look up the account. The customer could have created an account with another email address? The customer also mentioned their credit card is being charged. I emailed the customer to get more information.Initial Complaint
08/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I called and asked 4 times in the past 7 months to stop dropping ****** ************ letter in my yard!!! Every time they are saying they will tell the manager of delivery to stop delivery but I am still getting it.Business response
08/03/2023
The Dallas Morning News apologizes for not stopping the Briefing paper. As of Saturday, August 5, 2023, The Dallas Morning News will no-longer produce and or deliver the Briefing paper. I will ensure you did not get the last edition of that paper. Again I apologize for the inconvenience.Customer response
08/03/2023
I have reviewed the business response and accept this resolution.Initial Complaint
07/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Subscription is NOT being delivered as contracted. We reduced daily delivery to Wed, Sun and puzzle book. You cant even get the paper out those two days. And when call to automated nbr to report, there is no response to redelivering the missing papers. Regarding credit for missing papers..Ive yet to see one. How are you going to resolve this ongoing problem?Business response
07/19/2023
The Dallas Morning News apologizes for the poor delivery service. We will contact the customer's delivery manager to ensure that the delivery service improves. Again we apologize for the inconvenience.Customer response
07/24/2023
I am rejecting this response because: it does not address what I should do the next time my paper is not delivered. If missed and I call and report a missing paper according to the *** phone menu and/or personnel, what will be different now vs prior missed deliveries? Will I get the missed paper same day? These are the questions I need answers for to resolve this issue.Business response
08/18/2023
The Dallas Morning News apologizes for the poor delivery service. We will contact the customer's delivery manager to ensure that the delivery service improves.
What I should do the next time my paper is not delivered? Please call our customer care department at ********** to report each time you do not receive the paper.
If missed and I call and report a missing paper according to the *** phone menu and/or personnel, what will be different now vs prior missed deliveries? The Dallas Morning News will record the missed delivery and redelivery a paper. You may also, speak with a customer service manager that will address you concerns while you are on the phone.
Will I get the missed paper same day? You will get the paper the same day if your call is before 10am.
Again we apologize for the inconvenience.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
86 total complaints in the last 3 years.
13 complaints closed in the last 12 months.