Complaints

The 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:06/06/2024

  Type:Delivery Issues
  Status:

  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 have been a Boston Globe home delivery subscriber since 2017. On May 7, 2024 we resumed delivery after a vacation hold and since then our delivery service has been exceptionally poor. During that time period (31 days), there have been 12 missed deliveries, 9 wrong location instances, and 1 wrong paper delivered - a total of 22 distribution issues. We have repeatedly brought the problem to the attention of the Boston Globes customer service agents and been informed they would escalate the issue to upper management as well as the distributor, but the problem persists. In addition, when I asked to speak with a customer service supervisor I was told he was busy and there would be a long wait before he would be available. It almost seems as if there is collusion at some level between the Globes staff and their distributor to squash complaints about delivery issues. Great publication, but a terrible distribution system.

  Customer Answer

  Date: 06/16/2024

  I have not heard from the business in response to my complaint. Since filing my complaint on June 6, 2024 until today - June 16 - we have not received the paper for 9 out of 10 days. Because the paper has not reached out to us to resolve the issue, we will contact both their customer service management (***** *******) as well as executive management about the continuing problem.

  

  Business Response

  Date: 12/05/2024

  Hello,

  I apologize for any inconvenience you may have incurred.  I have reviewed your Boston Globe account and do not see any recent issues. I appreciate your patience and readership.  If you need any further assistance, please do not hesitate to contact me via the number I provided in a separate email.

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

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  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 subscribed to a promotion that was supposed to run for 12 months, but I was charged the full rate after 6 months. There was no way of knowing about the rate increase - no email, no invoice, nothing in the account dashboard. I found out only when i saw the charge on my credit card. I called immediately and requested a refund. I was denied, and aggressively asked to agree to a new promotion. I called back the next day and recieved the same treatment. So I started an email thread and send close a dozen emails over the course of 3+ months, requesting resolution and a refund. It is inconceivable to me that a company like the Boston Globe would treat a consumer and a customer as poorly as I was treated. Emails were ignored for weeks on end, replies were callous and rude, my requests to speak with a supervisor were ignored. All I wanted was a refund of a very small amount of money, that I never authorized to be charged to my card and that I IMMEDIATELY called about the very day I became aware of the charge. The Boston Globe has multiple people making similar complaints and clearly has an established pattern of predatory and aggressive sales agents masquerading as customer service. I cannot imagine what else I could have done to recover my $27.72 and I cannot imagine why the Boston Globe would feel it wise and necessary to repeatedly refuse to refund my money. I feel The Globe violated basic consumer protection standards in multiple ways: Dishonest sales tactics, Lack of transparency in account management ability, aggressively rude customer service, refusal to escalate complaints to management, and more. Everyone should understand what they are dealing with when they enter into a relationship with this company.

  

  Business Response

  Date: 07/09/2024

  Hello,

  I have reviewed your account and the offer that you accepted which was $1.00 for 6 months.  Your credit card was correctly charged as per our disclaimer.  I have responded to your Attorney General complaint as well.  Your credit card was declined and you accessed bostonglobe.com after your paid date.

  BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. 

  No refund is due.  I have removed the balance you owe as a courtesy.

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

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising Issues
  Status:

  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 April 2023 I began an e-subscription to the Boston Globe for $1 for 6 months. Unbeknownst to me, if I didnt cancel after 6 months I would be charged full subscription rate. When I signed up I didnt read that would happen. According to a customer service agent on the phone, I needed to click on another link to read the full terms I was agreeing to. I never received an email stating I was going to start being charged the full subscription rate. For 6 months Ive been charged the full rate without agreeing to it.

  

  Business Response

  Date: 03/22/2024

  Good afternoon **************,
   
  Thank you for your readership of The Boston Globe. I left you a voicemail today with my contact information and sent an email with these details as well. There is not a separate link to be informed about subscription renewal terms. Our terms of service are outlined at the bottom of each step of our sign up process, as seen attached. A link to out terms of service is also provided in our "Welcome to Globe.com" email sent at sign up.
   
  However, I would be happy to refund your most recent charge of $27.72 due to any inconvenience or misunderstanding. I have already submitted this refund, and you should see it returned to your card within 7-10 days.
   
  Please reply here if you have any further questions or concerns. We appreciate your support of local journalism, and I hope you have a great weekend.

  Customer Answer

  Date: 03/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The Boston Globe charged me for 6 months beyond the initial $1 online charge I originally signed up for. Once the $1 subscription ended I did not receive an email to let me know the subscription would be converted. I wasnt given an opportunity to decline. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 04/26/2024

  Good afternoon,

  The Boston Globe does not send out a notification when a subscription term is about to renew. The terms of the promotional offer are available on each page of the checkout flow and linked within our welcome emails to subscribers. An image of those terms as they appear at the time of placing an order are attached. However, an exception was made as a courtesy and an additional refund of $27.72 was issued on 3/27/2024. Thank you.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My original complaint stands. I was charged over $150 when I thought I was being charged a one time fee of $1.00. Your terms were not easily seen, which is Im sure on purpose so you can collect more money from people, and there should have been an email with a notification stating that my credit card would begin being charged a monthly fee.  You dont do that, again, because youre hoping people wont read the fine print and youll collect more money.  Its not honest business. And when a family struggles financially something like $150 is a big deal. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  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.

  My issue is twofold:01.)I cancelled my digital subscription to the Boston Globe in November of 2023. However, I have since been billed 4 more times, each in the amount $27.72 on 2023-12-04, 2024-01-01, 2024-01-29 and again on 2024-02-29, totaling $110.88 in overcharges 02.)While reviewing my bank records I discovered that the Boston Globe double-billed me for the months of October and November of 2023 they charged $27.72 on 2023-10-10, again on 2023-10-23, again on 2023-11-06 and again on 2023-11-20, totaling $55.44 in overcharges While my online account clearly shows that my subscription is cancelled and I have no digital access, it errantly states that the last time I was billed 2023-11-20. I called and spoke to the Globes customer service and they have refused to provide a resolution nor would they provide me with any escalation path to a supervisor. I am owed $166.32 and would appreciate the BBB assistance to resolve. I am also disputing the charges through my bank, ***********. Your assistance is sincerely appreciated.

  

  Business Response

  Date: 12/05/2024

  Hello,

  I apologize for any inconvenience you have incurred.  I left you my contact information in a voicemail if you need any further assistance. 

  Thank you for your readership,

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

• Initial Complaint

  Date:03/03/2024

  Type:Product Issues
  Status:

  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.

  Had a lifetime rate of ***** with the paper, got a notice they would no longer honor that, called and cancelled the paper if they were raising the rate, they did not cancel, raised the rate an additional ten dollars over the amount they were trying to raise it, did not notify me and charged my credit card the higher amount then refused to refund the amount they charged the card, only a discounted amount.

  Customer Answer

  Date: 03/14/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 03/22/2024

  Good afternoon ****************,

  I left a voicemail today with my contact information and sent an email advising of your requested adjustment and refund.

  I did review your account and found you did request to stop your subscription when you called on January 12, 2024, and unfortunately I do see there was an agent error and the subscription was not stopped on 2/26/24 as advised. A refund of $48.40 has already been issued and I have ensured you will receive an additional refund of $20.20 returned to your card within 7-10 days.
   
  Further, I do see you restarted your home delivery at a discounted rate recently. I want you to be aware we would be happy to honor your prior reduced rate of $51.00 every 4 weeks once your current promotion expires. I apologize this option was not offered to you when you spoke with an agent in January. I will set a reminder to confirm that discounted rate with you via email/call once the promotion is over.
   
  If you have any further questions or concerns please reply to the email sent today. We certainly appreciate your longtime support of The Boston Globe, and I hope you have a great weekend.

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair Issues
  Status:

  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 12/21/23 I had an eye exam and paid for a pair of glasses at ************ ************ in ******* **. I paid a total of ******. I was told my glasses would be ready for pick up likely mid January. Since then I have called multiple times to find out when my glasses will be available : 1/19, 1/25, 2/9, 2/16 and 3/1. Part of why I have called so often is that I have not been able to speak w anyone in person but only been able to leave a voicemail requesting to be notified when my glasses will be ready. Despite the multiple times I have called I have only received a call back twice: 1/25 to say my glasses were not ready and mid February when I was told my glasses had not passed a quality control check and had been sent back to the manufacturer and to call back to find out when they will be ready. Since then I have been unable to speak to someone in person and have not received any call back. I would either like to get my glasses or be refunded the cost of the glasses.

  

  Business Response

  Date: 03/22/2024

  Good afternoon,

  This complaint does not seem to involve The Boston Globe or any of our subscription services. It appears this should be directed to another business. Please let us know if we can be of further assistance. Thank you.

• Initial Complaint

  Date:02/29/2024

  Type:Product Issues
  Status:

  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 am trying to cancel my subscription to the Boston Globe. The web site says to call **************. After waiting on hold fro 90 minutes they disconnected the call.Can you contact them and ask them to call me ir simply cancel my subscription *************** **************

  

  Business Response

  Date: 03/22/2024

  Good Afternoon ************,

  Thank you for subscribing to The Boston Globe. I reached out today and left a voicemail with these details and my contact information.

  Upon review, it appears you were able to reach a call center agent on 2/28/24. Your rate was reduced to $68 every 4 weeks and the account remains active. If you would like to make any changes to your subscription please reach out to customer service at **************. Please note this number starts with 888, not 800, which may have lead to the odd hold time you mentioned. We apologize for that experience.

  We certainly appreciate your longtime loyal readership of The Boston Globe, and I hope you have a great weekend.

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did finally reach someone and asked to cancel.  They offered a reduced rate, which I declined.  Thaid said I could cancel on-line.  I said I would look and then the phone call was disconnected while I was looking.  There is NO way to cancel on-line, which is why I rejected the reduced rate.
  
  Someone then called from the globe and left a voicemail.  They said they noted that I did talk with a representative and accepted the new rate.  Which I did not. The person left a voicemail and said to call if I still wanted to cancel.   They provided a different number  to call and said I should have no wait time.  So I called that number,************, and was told to wait for a support representative.  I waited and after a while I was told no support person was available.
  
  Help
  
  *************** 

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  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.

  Globe has persistently and repeatedly not delivered the daily paper. This has required numerous emails (there is no phone number to call). While the Globe has provided refunds for missed papers, the underlying behavior has not changed. It is very inconvenient to have to reach out again and again about the same problem. What could possibly explain the fact that the same carrier fails to deliver the paper? Nothing about this makes sense--and indeed the Globe (despite my requests) has never explained why the paper has failed to arrive so many times.

  

  Business Response

  Date: 12/26/2023

  Hello,

  I apologize for the delivery issues you have incurred.  I have confirmed your account has correctly been credited for any missed deliveries.

  Thank you for your patience and readership,

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

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  Status:

  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.

  Hello,I subscribed for 6 months for $1 as of 19/12/2023. However, when I wanted to cancel my subscription, I could not do it online.When I applied via e-mail, it was written that subscription cancellation can only be done by phone.It is not possible to call by phone. Shouldn't a subscription I subscribed to via the web be canceled via the web?I just want my subscription canceled,Regards.

  

  Business Response

  Date: 12/26/2023

  Hello,

  Bostonglobe.com cancellations can be processed online, via chat or phone.  Your request to cancel was processed previously.  No refund is due.  Your credit card was charged $1 for 6 months of globe.com access and no further charges will be made.

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

  Customer Answer

  Date: 12/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  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 clicked on a Boston Globe article but it was suscriber only. So I exited the closed the website. Now the Globe is sending me notifications that pop up on my computer: I never opted in for this, and and there is no way to unsubscribe b/c I am NOT a subscribed and do not have an account.

  

  Business Response

  Date: 12/26/2023

  Hello,

  I have confirmed you do not have an active globe.com account and are not signed up for any newsletters.  Please clear your browser.

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

  Customer Answer

  Date: 12/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************