Business Profile

News Services

Dow Jones & Company, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Dow Jones & Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

198 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/04/2022
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.
In March 2022, I bought a one year subscription to the Wall Street Journal through a third party. Within the past two or three months I have had a hold placed on the delivery of my Wall Street Journal on two occasions. I did not ask for, nor want, a hold on the delivery of my paper. I am trying to find out why there has been two holds placed on delivery of my Wall Street Journal during such period. I no longer have the name or contact information for the entity I bought my Wall Street Journal through. Please send this to me as well as information as to whom has been placing a hold on delivery of my Wall Street Journal and the information as to the reasons for the hold. Thank you.
Business Response
Date: 10/04/2022
Dear ***,

Thank you for contacting Dow Jones ****** Services regarding a Wall Street Journal subscription. We apologize for any inconvenience and are happy to assist.

Please be advised we are unable to locate an active subscription associated with your name and address. If a subscription purchase was made through an unauthorized third party vendor of The Wall Street Journal, we would advise to contact your credit card company to dispute the charge. If you would like to purchase a subscription to The Wall Street Journal, please call us at ************* *********), and one of our agents will be happy to assist you.

Should you have any further questions or concerns please do not hesitate to contact us.

****** Services

E: ********************************************

Hours of operation:
M-F 8 AM 5 PM EST
Customer Answer
Date: 10/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]you ought to beable to find an active subscription being delivered to my address.
What is the name and contact information on the account related to the newspaper being delivered to my home? ****************************************************************************. I'm an attorney. If there is a problem with a delivery of my paper that I have paid for (a one year subscription to the Wall Street Journal beginning in March 2022) such entity does not have a legal right for you to shield it from contact by me. Please send me this information as well as an explanation as to who initiated the two recent holds on the delivery of my newspaper. ********************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************
Initial Complaint
Date:10/04/2022
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 cancelled my WSJ subscription on July 2021 and instead of canceling my account, my payments doubled. I have been charged $546 since cancelling my account that should be refunded.
Business Response
Date: 10/04/2022
Thank you for contacting Dow Jones ****** Services. We apologize for this inconvenience. Our policy states that yo must call to cancel before the renewal date. We do not accept email requests when canceling subscriptions.
Customer Answer
Date: 10/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The business states on its website that ******** residents are able to cancel on the website through their account, which I did.

I cancelled and not only did I continue to get charged, but the cost of my service doubled.

Please refund me.

Thank you,

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 12/06/2022
Dear *****,

Thank you for contacting Dow Jones ****** Services regarding your Wall Street Journal subscription. We apologize for any inconvenience and are happy to assist.

Please be advised we are unable to locate an account with the information provided:

Address:
*** *******************
******** ** *****

Email: **************************

Please advise if there is an alternative email address your account may be associated with, and we will be happy to further assist.

Should you have any further questions or concerns please do not hesitate to contact us.

****** Services

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

***** ** **********
*** * ** * ** ***
Initial Complaint
Date:10/03/2022
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.
Two complaints:1. For most of July and August, after I moved, WSJ did not deliver the paper as per my subscription DESPITE having updated my address right after moving. No apology was offered, and no refund for the physical delivery portion given for the dates I paid for the service but did not receive it.2. I have now moved overseas and have requested to stop my subscription entirely. Instead, I got a response that I can only do so by calling a US telephone number, which I no longer have the capacity to do.
Business Response
Date: 10/03/2022
Dear *****,
Thank you for contacting The Wall Street Journal regarding your WSJ subscription. We apologize for any inconvenience and are happy to assist.
According to our records on July 8th, ********************************************************************** ******************* ************ feature of our website. Because there was no missed deliveries reported by the member through the self-service feature or by calling our **************** center the delivery operations team had not been notified of any missed deliveries and as a result we were unable to assist with your delivery concerns.
We are sorry to hear that you wish to cancel your subscription. Unfortunately, we are unable to accept an email request to cancel due to security reasons. Our policy states that all subscribers must call in to cancel prior to the renewal date. Please be advised Dow Jones is an international company. If calling outside of the US please find the number to call our customer service via our customer center at *********************************** find Help, click Contact Us, and click WSJ- **************** for a list of phone numbers you can contact to cancel your subscription.
Should you have any further questions or concerns regarding your subscription please do not hesitate to contact us.
Customer Answer
Date: 10/05/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The claim that I did not contact the Wall Street Journal regarded non-delivery for July and part of August is patently false. Unfortunately, since I do not have access to my contact records with WSJ.com that I submitted through their online service portal, I cannot reference which communication it is this matter was addressed, though it certainly was after August 8th from what I can recollect.

Also, I do not have access to my old phone number at the moment, nor do I yet have established a phone number at my new address overseas. With my renewal date approaching (October 7th) and my expressed wishes to end my subscription on October 3rd via the contact portal, e-mail and now here on the BBB website, I am refusing to pay any fees further and have instructed my credit card company to the same unless this matter is resolved immediately. While I appreciate the need for security, this is not a security matter and there are other ways in which security can be ensured. Please resolve this immediately before more I need to take more drastic measures. Thanks you.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer Answer
Date: 10/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The last response from Dow Jones, on behalf of the Wall Street Journal, was unprofessional and shows a clear disregard for my two complaints, both in the manner of its structure and tone as well as completely ignoring that I have brought two issues up and not just one.

To the matter of cancelling by phone: Even though I went out of my way to borrow a phone and figure out how to cancel while abroad, the agent I spoke with had the audacity to try and upsell me on maintaining my subscription. I did not go out of my way to figure out how to call you, even though I didn't have a ready means to, only for you to try and sell me something rather than considerately listen to and honor my request. Dow Jones only cares about money, not about customers, and the "requirement" to call in to cancel is a shakedown at best, especially when they will receive almost any other complaint or contact via digital and traditional contact methods apart from a phone call.
To the matter of the missed deliveries that were paid for: This complaint has been routinely ignored by Dow Jones simply because they either do not have access to records they ought to have and something is seriously wrong with their data management of customer complaint records; or they are deliberately being dishonest by choosing to not furnish their copy of the records because it shows they knew of my complaint and restarted delivery services only after I made the complaint and not by some accident of fate. Instead, they suggest that I am lying that I did not receive a paper for a whole month even though I paid for the physical copies, despite the truth of the matter is that I did not receive the paper at all in that period. THAT is true, and if they cannot try to understand that then they should get out of any sort of customer-facing business, which they clearly cannot handle.

As such, I DO NOT consider these matters resolved.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 10/28/2022
Dear *****,
Thank you for contacting the Wall Street Journal regarding canceling your subscription. We apologize for any inconveniences and we are happy to assist.
We are sorry to hear that you wish to cancel your subscription. Unfortunately, we are unable to accept an email request to cancel due to security reasons. Our policy states that all subscribers must call in to cancel prior to the renewal date. Please contact ************* ********** for further assistance with one of our agents. Our hours of operation are 8:00am - 5:00pm (ET), Monday through Friday.
In the case of a missed delivery we report it to the Circulation Manager within your area and adjust your expiration date.
Initial Complaint
Date:09/28/2022
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 have been trying to cancel my digital subscription since 04-25-2022. I sent an e-mail to *************** on 04-26-22. Gorge, and then, **** ****, separately, replied to tell me We do not accept cancellations by mail, email, or by any means other than calling ***************** In order to cancel your subscription, please contact **************** at **************. This phone number is just a ploy to prevent subscription cancellations. The *** has become a den of common criminals.I have called this number numerous times, but my credit card was charged with a ***/Barons subscription again yesterday. I called this number on 09-13-2022 and sent an e-mail to ******************* on the same date. I called again today. I was not able to speak to anyone that understood I wanted to cancel my subscription. I am still not sure they were speaking to me in English. I have copies of the above e-mails for proof if needed. I have spent tens of hours trying to cancel my *** Digital subscription. I cant find anyone at ************** that can or will cancel my subscription. I just need someone at the *** that can read my English and cancel a subscription and stop the monthly robbery.
Business Response
Date: 09/28/2022
Dear ****,

Thank you for contacting Dow Jones ****** Services in regards to your Wall Street Journal subscription. We apologize for any inconvenience and are happy to assist.

Please be advised we have a record of you calling on April 26, 2022 where a lower subscription rate had been accepted. The next call we received was on September 13, 2022, and there was no request to cancel your subscription. Our policy states that all subscribers must call in to cancel prior to the renewal date. Please contact ************** (JOURNAL), and one of our agents will be happy to assist you in cancelling your subscription.

Should you have any further questions or concerns please do not hesitate to contact us.

****** Services

E: ********************************************

Hours of operation:
M-F 8 AM 5 PM EST
Initial Complaint
Date:09/19/2022
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.
Received print copy of WSJ only once since August 1, 2022. Have called three times in August to report delivery issue and request that it be resolved, most recently on August 27, 2022. Despite assurances that it would be addressed immediately, delivery service has not been restored. Subscription for one year was paid in advance.
Business Response
Date: 09/19/2022
We aware of 9 missed deliveries that he contacted us about on August 31, 2022. We did not receive a call again until September 17, 2022. We thought they were receiving the paper during that time. If we were aware we would have done an investigation. All the missed issues we are aware of have been credited to his account. We will contact the Circulation Manager in the area to get this resolved asap. We have extended the subscription by 30 days bringing the expiration date to September 15, 2023.
Initial Complaint
Date:09/13/2022
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 canceled subscription to Wall Street Journal print edition on 8-16-2022 by phone to customer service **************************** and received a refund for remaining subscription value of $157.69, cashed on 08-23-22; however I am still receiving daily print editions Monday-Saturday of the newspaper in error to my home address: *******************************, ******************************************************************************************. I do not want to receive any further WSJ print editions to my name and address.
Business Response
Date: 09/27/2022
We have reached out to our Circulation Manager in your area regarding the unwanted delivery. They will escalate to the local distributor to have them work with **** to stop this delivery as soon as possible. The subscription has been cancelled as per the call to cancel.
Customer Answer
Date: 10/04/2022
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 and the matter has been resolved.

Sincerely,

************************* ***
Initial Complaint
Date:09/12/2022
Type:Order 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.
Recently(Acct: ************) signed up for Monday-Saturday print delivery. Last 4 days have not receive any delivery of print. Reported 4 deliveries on WSJ customer portal. Contacted support via phone multiple times and was told the paper will be redelivered. But still the issue has not been resolved.
Business Response
Date: 09/12/2022
We sincerely apologize for your missed delivery. I have escalated this matter and it will be looked into.
Customer Answer
Date: 09/13/2022
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 and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
Date:09/08/2022
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.
I only agreed to a digital subscription from Dow Jones for **** dollars US currency per month. I did not sign any contract or agree to pay more than that. Suddenly, Dow Jones increased the price by ****% (***** ***) a year later and gave me no reasonable notice to cancel. I want a full refund for the amount I was overcharged (****** ***) since May of this year. I already called Dow Jones to complain about this unethical business practice, and taking my money under false pretenses; however, they told me they would not reimburse me. Please assist me. This is very unfair and no reasonably prudent person would pay ****% more for a digital subscription without any reasonable notice.
Business Response
Date: 09/08/2022
Our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. Cancellations cannot be accepted via email. All subscribers must agree to this in order to start a subscription with us. This information is provided at the time the subscription is started.
On the Payment & Confirmation page, it states what you will be paying to start the subscription and that it is automatically enrolled in automatic renewal and provides the rate at which you will be charged. All subscribers must agree to these terms in order to start the subscription.

Customer Answer
Date: 09/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I only agreed to **** per month. I did not sign any agreement or contract that states you could charge me 200 dollars in 5 months of a digital print. That is bait and switch, and its a based on false pretenses. I have records showing I was only charged 4 dollars per month for an entire year. Your policy is unethical and illegal. Your company preys on people who believe they will only be charged 4 dollars. In a time of inflation and harsh economic times, your response is absolutely unacceptable. I wont stop until I get my refund. And if your company forces me to waste my time as a single working parent, I will petition for more punitive damages.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 09/22/2022
Thank you for contacting the Wall Street Journal regarding a refund request. We do apologize for any inconvenience you have experienced and are happy to assist further.
We located your account and see that your subscription was started May 5, 2021 for a $4.00 promotion for twelve month with an automatic renewal of $38.99. On the Payment & Confirmation page, it states what you will be paying to start the subscription and that it is automatically enrolled in automatic renewal and provides the rate at which you will be charged.
Our policy states that all subscribers must call in to cancel prior to the renewal date and that all subscriptions are non-refundable. Cancellations cannot be accepted via email. All subscribers must agree to this in order to start a subscription with us. This information is provided at the time the subscription is started.

Customer Answer
Date: 09/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I only agreed to **** per month. I did not sign any agreement or contract that states you could charge me 200 dollars for 5 months of a digital print. That is bait and switch, and its a based on false pretenses. I have records showing I was only charged 4 dollars per month for an entire year. Your policy is unethical and illegal. Your company preys on people who believe they will only be charged 4 dollars. In a time of inflation and harsh economic times, your response is absolutely unacceptable. You gave me no reasonable notice that my subscription would increase by ****%. I wont stop until I get my refund. And if your company forces me to waste my time as a single working parent, I will petition for more punitive damages.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************
Initial Complaint
Date:09/02/2022
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 subscribed for WSJ paper delivery. For the month I paid for, I received 2 newspapers.I complained about nondelivery every day until the website stopped allowing me to report nondelivery.I cancelled the subscription and asked for my money back.WSJ refuses to refund my money even though they delivered only 2 of 27 newspapers.
Business Response
Date: 09/02/2022
****************************** never called us so we could do an investigation to why they were not receiving the paper. The entries online were for specific dates not for the whole period. She still had access online to our content. They can always call us at ************
Customer Answer
Date: 09/06/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I reported the delivery issue every day until the system would no longer allow me to report it.
I received email communication from ***************************************************** regarding the ongoing delivery issues.
I ordered the print newspaper to be delivered and it was not.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 09/21/2022
We apologize for the inconvenience that the member has experienced. We had properly adjusted the expiration date for the missed issues which were reported prior to the subscription expiring after being set to expire. Per our cancellation policy, as well as the terms and conditions agreed to at the beginning of the subscription, all subscriptions are non-refundable. The member does reserve the right to dispute the charge with their credit card company.
Initial Complaint
Date:08/31/2022
Type:Delivery Issues
Status:
UnansweredMore 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 the Wall Street Journal on 7/11/22. I paid for a full year print delivery subscription. I have not received a single paper to date. At first, I used their online system to report a delivery issue. Then I had to call because I could no longer use the online system because I had too many missed deliveries. I called, and they said that they would investigate. I received an email from *************************** ******************************************* on 7/22 asking if I had received a paper yet. I replied that I still have not received a single paper. I called customer service on 8/15 and 8/22 asking for a resolution. They said that senior management was investigating. I sent ***** a second email on 8/22 explaining that I still haven't received a paper. It is 8/29, and I still have not received one single paper delivery. I have emails noting all of the delivery complaints and communication with *****.

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Dow Jones & Company, Inc. is NOT a BBB Accredited Business.