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:09/29/2022

  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.

  I took the $1 Boston Globe digital offer for 6 months. I also signed up for newsletters. The newsletters came to my email address. When I tried to access articles in the newsletters I couldn't - message was "You have to be a subscriber." I assumed I wasn't a subscriber. In the blur of my email accounts messages - the $1 offer was easy to forget. Now I'm charged ~ $56 for 2 months worth of subscription. BG customer service says the info to access digital paper, you have to log into your acct was at the bottom of the $1 offer. It's reasonable for me to not know this and to assume I wasn't a subscriber b/c of the newsletters "You have to be a subscriber." message.What I really resent is the ease with which BG could have sent a "Your 6 month offer ending." prompt. BG doesn't care if I'm like their paper. They just want the $57 even if I haven't read a single story. Clearly BG isn't interested in readers. It just want a soft internet scam to collect $ from mistaken people. Disappointing in the extreme.

  

  Business Response

  Date: 10/05/2022

  Hello,

  I apologize for any misunderstanding with our globe.com offer.  I have been unable to reach you via phone - receive a mailbox is full message.  I have confirmed your globe.com is cancelled as per your request and have refunded your payment.  If you need any further assistance, please do not hesitate to contact me direclty.

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

  Customer Answer

  Date: 10/06/2022

  [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:09/25/2022

  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.

  I signed up a for digital subscription to the Boston Globe on 8/16/2022-- 4 weeks for $1.00, after which the monthly rate of $27. 72 would kick in. Per the offer, I could cancel at any time and would no longer be charged the monthly rate of $27. 72. Though my credit card was charged the $1.00 fee on 8/18, I have never been able to access content because I have been blocked from logging in--I'm in the Globe's system but not recognized as a subscriber. Each time I've called customer service, the rep's immediate solution has been to "help" me log-in with my username and password. During my most recent call on 9/23/2022, I asked to cancel my subscription when the customer service rep saw no issues on the ********************'s end.The customer service rep told me cancelling would be no problem, but that I would be charged $27.72 per month through February 16, after which my six month trial period would end. When I questioned this and mentioned I did not sign up for any offer with these stipulations, the rep went back to the hard sell of me keeping my subscription and offered again to lead me step by step through the Globe sign in process. Im attaching the subscription offer I signed up for. Im also attaching an email from the Globe indicating that my subscription has been cancelled AND that I will continue to be charged $27.72 through February 16, 2023. I am not sure what these terms and conditions are based on, but they were never outlined in the original offer. I want written confirmation from the Globe that my subscription has been cancelled and that there will be NO charges to my credit card beyond the $1.00 sign up fee. If there are charges beyond the $1.00 fee, I want them refunded. Finally, after this billing and cancellation issue is resolved, I do not want any further contact from this company. Consumers have lots of choices out there for content and good, accessible customer service. ********************** is not one of them.

  

  Business Response

  Date: 09/30/2022

  Hello,

  I apologize for any confusion with the offer you accepted.  Your credit card has been charged $1.00 for 26 weeks of globe.com.  You have full access until your account is stopped. There will be no further charges.  In order to access your account, please use the email address you provided in your order.  

  I left you a voicemail with my direct contact information if you need any further assistance.

  Thank you for your readership,

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

  Customer Answer

  Date: 09/30/2022

  [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:09/18/2022

  Type:Delivery 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.

  The Boston Globe has consistently inconsistent delivery. We have a weekly subscription to the Sunday Globe delivery. Out of any month at least 2-3 Sunday's our paper is not there. If I call before 10 am (schedule is 6-8am delivery), I am told it will be there by 10. If I call after 10 am, I am told noon. They never have delivered on any day I am promised a delivery even a re-delivery. Once or twice I got my paper on Monday morning as they knew they could not deliver on Sunday. That's it. I get credit so my subscription is now months beyond its original renewal date due to late papers. I'd prefer having my paper on time and not receiving idle promises from **************** employees. Most businesses would go out of business with delivery like this. How the Globe remains with incredibly poor performance is amazing. We have had a subscription for over 20 years. The past 18 months have been the worst ever and w have no explanation just non-performance.

  

  Business Response

  Date: 09/28/2022

  Hello,

  I apologize for the delivery issues you have experienced.  I am working with our delivery company regarding the staffing challenges they are dealing with.

  I will continue to follow up with our delivery company.

  Thank you for your continued patience and readership,

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

   

  Customer Answer

  Date: 09/28/2022

  [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. I am quite satisfied with the response.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/12/2022

  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.

  I have tried for several months to cancel my subscription to the Boston Globe without success. I've spent up to 20 minutes on the phone with them each time. Once again I've been charged $27.72 for a subscription that I don't want. Although the charge is still pending with my bank, The Boston Globe told me I will not be reimbursed until **** business days after 9/27/2022. The Globe has a track record of making it impossible to cancel and I am not a victim of that. These practices are illegal

  

  Business Response

  Date: 09/19/2022

  Hello,

  Thank you for taking the time to speak with me.   I apologize for any misunderstanding.  As per our discussion, your full refund was processed.

  If you need any further assistance, please feel free to contact me directly.

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

   

   

• Initial Complaint

  Date:08/31/2022

  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.

  They send me the "globe direct" every week, which I never signed up for it. I tried everything to stop it, called them, emailed them, went to some "Save.com" web site. Every time I got a confirmation but the next week this spam was again in my mailbox. I think this is a wrong business model. Can the delivery be stopped?

  

  Business Response

  Date: 09/09/2022

  Hello,

  I apologize for any inconvenience you incurred in stopping Globe Direct.  I have processed your request.  Please allow two weeks for this change to take place.

  If you need any further assistance, please contact me directly.

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

• Initial Complaint

  Date:08/08/2022

  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.

  The Boston Globe has charged me for my subscription before the date they said they would charge and now they refuse to refund me.

  

  Business Response

  Date: 08/12/2022

  Hello,

  I apologize for any misunderstanding with the offer you accepted.  Your credit card was correctly charged as per our Terms of Purchase.

  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. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

  I have confirmed your Boston Globe account is cancelled as per your request.  

  If you need any further assistance, please contact me directly via the phone number I left in multiple voicemails.

  Thank you for your readership,

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

• Initial Complaint

  Date:07/26/2022

  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 called in July to cancel my subscription after the promotional period.Now they have billed $27.72 that was not authorized and that has led to bank charges on my account. I am 87 years old and on a fixed income and this is VERY STRESSFUL. I tried to use the web last night to contact them and was told that I need to call to cancel, they only take cancellations over the phone. So this morning I called ************** that due to high call volume they can not take my call. What kind of ponzi scheme is this? I ask that they refund my money asap and that once I receive notice of how much the overdraft fees were due to their unauthorized changes, that they make me whole. THANK YOU Oh, they list my account number as ********

  

  Business Response

  Date: 07/27/2022

  Hello,

  I apologize for any misunderstanding.  Your account was correctly charged according to the offer you signed up for on globe.com

  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. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.

   

  I have confirmed that your credit card has already been refunded for your recent payment and a new discounted offer was accepted.

  If you need any further assistance, please do not hesitate to contact me.

  Thank you for your readership,

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

• Initial Complaint

  Date:07/17/2022

  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.

  We constantly do not get papers delivered and never receive credit for missing days very expensive on Sundays requests to get paper next day are never met they say they cant find delivery people so who gets our money we pay every month??? They should credit any day they dont deliver!!!

  

  Business Response

  Date: 07/25/2022

  Hello,

  I apologize for inconvenience you may have incurred.  To report any delivery issues please contact our customer service department at ********************** which is open 7 days a week.  If a delivery is missed and reported, a credit extension is processed. 

  Please contact me directly via the phone number I left in a voicemail to you.

  Thank you for your readership,

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