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Business Profile

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Dow Jones & Company, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in News Services.

Complaints

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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      ***************** - STOP THE CONSTANT DISCRIMINATION THROUGH SELECTIVE DELIVERY Once again I have to write the BBB because the *** decides that the low income neighborhood where I reside is un-deserving of the magazine supplement. We have been subscribers for well over 20 years and again and again they choose to not include the magazine for reason I can only deduce are related to living in the neighborhood with our zip code. It's shameful and yet they persist. If I did not need this magazine for work then I would cancel in a heartbeat.*** FIX THIS

      Business Response

      Date: 08/31/2022

      Dear *******,

      Thank you for contacting The Wall Street Journal regarding your delivery concerns. We apologize for any inconvenience and are happy to assist.

      Please be advised our carrier delivery team has not been notified of any missed deliveries under the member's current account. To resolve any delivery concern please call our **************** at *************************************** to report missed deliveries as they occur. Subscribers may also report missed deliveries through the customercenter.wsj.com website. By reporting missed deliveries of our publications the Circulation Manager in the area can work to resolve them. 

      A request to resend the missed July WSJ Magazine has been sent to our fulfillment center and if the inventory allows a replacement copy will be resent in **** business days. Please look for a confirmation email from our WSJ Shop website. 

      We appreciate your patience and if we can answer any other questions or concerns, please do not hesitate to contact us and any agent will be happy to assist.

      Customer Answer

      Date: 09/09/2022

      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:

      This is NOT about the July magazine. This is NOT a missed delivery issue. This is about repeatedly being omitted from the magazine inclusion due to the WSJ's selective inclusion policy. I want the MOST RECENT magazine, which as usual was missing in my Saturday delivery.

      Clean up your act WSJ. Imagine if your discrimination was to go public.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/15/2022

      Dear *******,

       

      Thank you for your response to Dow Jones regarding The Wall Street Journal Magazine. We apologize for any inconvenience and are happy to assist.

       

      Please be advised The Wall Street Journal Magazine is published a select few times a year. The last issue that was published was August 27, 2022. This issue has requested to be mailed to you. Please allow **** business days for this to be received by mail. The next WSJ Magazine being published is this coming Saturday, September 17, 2022.

       

      Should you have any further questions or concerns please do not hesitate to contact us at ************* *********), and one of our agents will be happy to assist you.

      Customer Answer

      Date: 09/20/2022

      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:08/30/2022

      Type:Billing Issues
      Status:
      Answered
      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 for a year of an online WSJ subscription, and cancelled it back in May or June of this year, after the year was up. I randomly get charged this month, because for whatever reason, they decided to reactive my subscription without my permission. My subscription doesn't exist on their website, so I can't cancel that way. I tried emailing, but they said I had to call. When I called, the customer service representative wouldn't listen to me at all, and no matter how many times I told him I wanted to cancel, he just kept asking about the articles I liked to read, and telling me about promotions they had. I eventually hung up out of frustration and disputed it with my credit card company, but this is ridiculous, I shouldn't have to beg a customer service representative to stop advertising and just cancel a subscription that was already supposed to be cancelled in the first place!

      Business Response

      Date: 08/30/2022

      Please be advised, when the subscription's original rate was ending the member had contacted to cancel but accepted a free extension at the time with the automatic renewal still being active. We have removed the automatic renewal for the account to expire as per our cancellation policy. We will reach out to the member directly to advise of the resolution.  

    • Initial Complaint

      Date:08/26/2022

      Type:Product Issues
      Status:
      Answered
      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 Dow Jones *** company complaint: I canceled what I thought was my only subscription for Wall Street Journal on my iPhone on 8/13/2022. Another bank charge then appeared on 8/25/2022 for same digital service. I immediately called their support only to find I had two subscriptions: One direct and one through Apple. They then used the opportunity to try to up-sell me on a special offer in order not to cancel. I rejected their up-sell tactic and canceled what they referred to as my direct subscription (which had a cancel anytime provision.) They then refused to refund money for the cancel subscription's pending month. They now claim : "Please be advised that the Terms and Conditions explicitly accepted by the customer during the sign-up process state that all subscriptions will renew automatically until the subscription is cancelled by telephone." Apparently that language is buried in some fine print when signing up and its objective is to make a final offer you cannot refuse. Cancel anytime, in my mind does NOT mean cancel and pay a remaining month after we try to up-sell. Cancel anytime means cancel NOW and pay only for services rendered. I have not used there digital media services for months or years. Any respectable company will refund a canceled subscription if you notify them within a day or two of the bank charge. I guess that is asking too much from Dow Jones ***

      Business Response

      Date: 08/26/2022

      Dear Subscriber,

       

      Thank you for contacting ****** Services and we will be glad to further assist you. If you could send over the receipts for your Apple Pay account so that we can review for possible duplication account with us. Send them over to *********************************************

       

      ****** Services

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 complaint has to do with a paper subscription to ********. My husband has been receiving this paper for several years now without delivery issues. Starting this year, 2022, the delivery of this paper and the Wall Street Journal have been very irregular. I have filed many complaints with both *** and ********. Just in the last 2 weeks the *** has resumed delivery each day as it was delivered before 2022. However the ******** is not being delivered. (NOTE: *** is delivered 6 days a week, daily. ******** is published and supposed to be delivered on Monday or Tuesday is Monday is a holiday.)In the last 10 weeks, the ******** was delivered only 4 times and one of those Monday's it was a whole week late. Monday 6/6 No ******** delivered Monday 6/14 No ******** delivered Monday 6/20 No ******** delivered on Tuesday as Monday was a holiday Monday 6/27 ******** delivered Monday 7/4 No ******** delivered on Tuesday as Monday was a holiday Monday 7/11 No 7/11 ******** delivered but the 7/4 ******** did arrive on 7/11 Monday 7/18 ******** delivered Monday 7/25 ******** delivered Monday 8/1 No ******** delivered Monday 8/8 No ******** delivered Please note this is just the last 10 weeks, these issues have been going on since January, 2022.********************* receives his paper at the following address:***** ******************************************************* and ******** state he should receive his papers the same day they are published.I am just asking the publications arrive the day of print as they have in the past years. A weekly publication arriving a week late is of little use. All I am getting from ******** are apologies, I want delivery of paper on time and explanation why paper was not being delivered as it should have been.

      Business Response

      Date: 08/26/2022

      due to the subscriber being out of the area for a carrier, the subscriber's delivery method is by mail, the paper arrive day later is an expected outcome of mail delivery.

    • Initial Complaint

      Date:08/10/2022

      Type:Order Issues
      Status:
      Resolved
      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 for Wall Street Journal for a six month period on 3/22/22. The sign up sheet clearly states that you can cancel at anytime. I called two weeks ago to cancel and they said I couldnt cancel at all and could only wait until my time period was up and then not reup. This is false advertising to me. I paid through **************** and because it was longer than 60 days couldnt do anything to help me. Now Im stuck with wanting to cancel but not being allowed to. I wanted to be refunded the remaining balance of the cancel date, but again they would not allow it. If you state on your ad that you can cancel at anytime, then obviously you should have the ability to do that. I find this to be a highly unethical practice. I would request that you help in this matter. Thank you so much for listening. *******************

      Business Response

      Date: 08/10/2022

      Dear *******,

       

      Thank you for contacting **************** and we will be glad to further assist you. I am showing that you have an quarterly subscription. We just charged your credit card on 06/22/2022 for three months. 

       

      I can cancel your subscription and issue a prorate refund. Please give **************** a phone call at **************.

       

       

      Customer Answer

      Date: 08/13/2022

      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:08/10/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      non-delivery of our paper {Wall Street Journal...usually delivered with local paper-The Pueblo Chietain} over several days {Saturday-NO *************-delivered on Tuesday; NO Tuesday delivery}This is a recurring problem...please resolve!

      Business Response

      Date: 08/10/2022

      Please be advised we have reported this to our delivery to resolve.

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Answered
      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.
      WSJ refuses to honor a refund for services that were supposed to be canceled and not used.

      Business Response

      Date: 08/04/2022

      Dear *******



      Thank you for contacting ****** Services in regards to a refund. We apologize for any inconvenience and are happy to help. 



      We will reply to you directly.  



      If you have any further questions please reach out to and any agent will be happy to assist


      Cordially,
      ****

      ****** Services



       

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

      Hours of Operation:

      M-F 8 AM - 5 PM EST

    • Initial Complaint

      Date:08/02/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 switched our WSJ delivery address for three months. We switched it back to our normal address (* ***********, ************ **) online to start on July 22, 2022. As of 8-2-22, we have yet to receive the delivery on a weekday. However, we have received the Saturday editions via delivery.We have called almost every day as well as submitted electronic complaints to no avail. Each time we call, we get the same speech from "customer service": they will email the carrier and they will share our contact info with the carrier and will **** it urgent. I ask each time, "Is there any way you know the carrier is getting the message?" They don't have an answer. I have asked for a supervisor and they do not give me that option. They have confirmed the correct delivery address is on file. We should not be stuck in a circle of nothing being done with no other options for support.

      Business Response

      Date: 08/02/2022

      Dear Valued Customer,

      Thank you for contacting The Wall Street Journal regarding your delivery. We apologize for the inconvenience you have experienced and are happy to assist.

      We sincerely apologize that your delivery experience has not been a good one. Please be advised that we have reported the missed deliveries to the Circulation Manager within your area. They will escalate to the distributors to assure your delivery issues are resolved.  Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly. 

      We are always taking subscribers' feedback and concerns to escalate to the appropriate team as we see fit. Your insight and opinion is valued to us as we try making The Wall Street Journal pleasurable to all subscribers. We are privileged to be a part of our subscribers' daily routine and will continue to bring the news, views, resources, and services that people count on to stay ahead. 

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

       

       

    • Initial Complaint

      Date:07/25/2022

      Type:Product Issues
      Status:
      Answered
      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 was subscripted to the Wall Street Journal print edition for at least 7 years. However, the paper was not delivered for over three weeks , so I cancelled the print edition and converted to the digital only edition on about June 20th. Due to the company not providing the service I asked for a refund of the remaining print subscription term which was a bit more than ****** . They said they could not convert this credit to be used for the new digital version so they charged my Credit card ****** on June 23rd . However it is now over a month later and the credit that they promised still has not been processed . I called them several times to determine why , and their call center was not able to help, and in fact they had no idea that a credit was due to me for the cancelled print edition. In addition to my complaint against the company for poor service and extremely poor customer service Id like help in getting my over ****** credit processed by the company back to my credit card which they promised over a month ago.

      Business Response

      Date: 07/25/2022

      Please be advised we will create a case to review the call on June 22, 2022, with our quality assurance team. Once we receive an update, we will follow up with the subscriber directly.

    • Initial Complaint

      Date:07/21/2022

      Type:Order Issues
      Status:
      Answered
      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 of 2021 I paid for a 1 year subscription to ********, a weekly paper affiliated with the Wall Street Journal, a Dow Jones Co. In September of 2021 I stopped receiving my weekly deliveries. I contacted ******** customer service by phone on multiple occasions prior to emailing **************** on 11/30/2021 (copy of this email is attached). I received no response from ***** so I MAILED a letter to *************************** and ***************** on 1/12/22 (copy of letter is attached) to which I also received no response. I then called customer service again on 1/26/22 and spoke with ****** (supervisor) who said she would send an email to the circulation department and that I would receive a phone call back about my ongoing delivery issue. I never received that return phone call. On 5/11/22 I called customer service once again to tell them it has been approximately 38 weeks of no deliveries. I spoke with ***** (supervisor) who extended my subscription and once again promised a call back after contacting the circulation department. And once again I received no call back. At this point I wish to be refunded, but the only solution the company has offered is a subscription extension. Obviously, that is not an appropriate resolution to my issue if they are not actually delivering the paper that I paid for! I can obtain a copy of my check used for payment should it be needed.This is an unacceptable way to operate a business and resolve issues.

      Business Response

      Date: 07/21/2022

      Dear Subscriber,

       

      We have emailed  the circulation manager regarding your missed deliveries with your ********. Asked for some one to follow up with you as well.

      Thanks

      Member Services 

      Customer Answer

      Date: 07/26/2022

      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]

      I have been told numerous times that my complaints were going to be forwarded to the circulation department (and to a manager), but never has this resolved my issue.  Even after supposedly contacting the circulation manager in the past my weekly deliveries failed to arrive.  I no longer wish to do business with ******** as I do not trust the continuity of their service. I request to be refunded my most recent yearly subscription payment instead.

      -***************************

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 07/26/2022

      Dear *** *********,

       

      Thank you for contacting **************** regarding your ******** delivery. We are not able to issue a refund on your subscriptions. Your account will expire on August 1 2022 with no future charges.

       

      Thank You

      Member Services

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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