Business Profile

News Services

Dow Jones & Company, Inc.

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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:06/26/2024
Type:Order 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.
PAID FOR A ***** COPY OF THE BARRONS MAGAZINE HAVE NOT RECEIVED SAME FOR LAST 4 WEEKS .. I CALL THEY PROMISE TO LOOK INTO IT AND PROMISE TO EXTEND MY SUBSCRIPTION NOW OUT TO AUGUST 12TH BUT STILL NO ***** THE FOLLOWING WEEK. I TRY TO READ IT ON LINE BUT I AM OLD AND NOT VERY GOOD WITH COMPUTERS. PLEASE HELP ME GET THE ***** I PAID FOR. !!!!!!
Business Response
Date: 06/26/2024
The issue has been escalated to our Delivery Manager in the subscriber's area. The Delivery Manager will reach out to our delivery department and get the issue resolved for the reader.
Initial Complaint
Date:06/20/2024
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 contacted the WSJ/Dow Jones Company via phone in April to request a cancellation. I informed the agent that we had two accounts, one under my email ********************** and one under my wife's ************************* The customer service agent informed me that our accounts were now closed, and we would see no further charges.I contacted the WSJ/Dow Jones Company via email last week to inform them that I had been charged for the months of May and June, and that we would like a refund. ***************** including the escalations department, have repeatedly insisted that they have a no refunds policy, and that we are not entitled, even after I informed them of the customer service mix up. The phone agent had, apparently, only looked at my account and told me it was closed, failing to also check my wife's account, which I had mentioned to them.Customer service has been unhelpful and, frankly, unkind. I am asking only for a refund of our two months we should not have been charged.
Business Response
Date: 06/20/2024
As part of our terms and conditions that are agreed to at the start of every subscription, our subscriptions are non-refundable. We do not have any record on either account of a contact in April to cancel. There has not been an active account on ****************************** since May of 2023. The account under ********************************** has been set to expire per our cancellation policy and the contact on June 16, 2024.
Customer Answer
Date: 06/20/2024
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:

A contact was made via phone in April asking about both accounts. Whether the WSJ/Dow Jones has record of that is immaterial. Given that the customer service agent failed to accurately inform us of the status of both accounts, it is unsurprising that they would also fail to document the inquiry into the ********************** account.
Regardless of any policy, this posture is ridiculous, and a waste of everyone's time. Do right by your customer, whether you believe it to be warranted or not.

Sincerely,

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

Business Response
Date: 06/25/2024
Dear Subscriber,
Thank you for contacting **************** regarding a refund. We are glad to further assist you.
Upon further review, I do not see any attempts to cancel the subscription. Our monthly subscription they are non refundable. I see that you have disputed the two charges.
The subscription will expire on July 7, 2024 with no more future charges.
Thanks
Member Services
Customer Answer
Date: 07/03/2024
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 WSJ/Dow Jones Corp. has failed on every level here. To all, please consider finding another source for your news

Sincerely,

***********************
Initial Complaint
Date:04/30/2024
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.
I was paying $4 a month for WSJ subscription. Suddenly it went to $54.11 , with no notice. ( !!!!) They billed me earlier than normal. 4/25 vs. usual at end of month or like the 28th. I tried to contact WSJ on normal billing date, was the wkend. I could not get thru. ( I cxcled my subscription online) I called again and again. Finally got thru on 4/30 and was informed they have billed me for 4 weeks and cant refund/credit my credit card at Chase.I am disputing this misleading and underhanded business tactic from one of the US's storied media and corporation entities. They should refund me either $54 or I'll accept that I pay $4 for one last month if that need be. I actually wanted to stay after being a long time subscriber but these biz practices are ridiculous for such a company.
Business Response
Date: 04/30/2024
The agreed upon plan started on April 26, 2023 for $4 a month every 4 weeks (28 days) for 13 pay periods. After that it would increase to $49.99 every 4 weeks (28 days). You have to agree to these terms before the payment is applied. You can sign-in and view your account information on ******** customer center, and manage your subscription as you did to stop your subscription.
Customer Answer
Date: 05/01/2024
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]
Thx for reply. However ,Dow Jones is not being credible here --- DJ moved up the payment date!! I did try to call the WSJ , but it was on the wkend. I cxl'ed because there seemed not alternative. SEE PRIOR 3 month dates of charge below.
I have contested this (outrageous) charge and will continue to do so. This indicates that Dow Jones ( once a highly credible organization) uses deceptive business practices.
( Prior 3 months charges hit C'Card : Feb 1 ( POST end of Jan ); Feb 29th; March 28th. ) ***** was the 25th. I tried to contact WSJ on 27th and 28th. )
I am protesting this with the BBB; Chase; and will continue to press w/ local media in ** , business organizations and whatever it takes.
Sadly, GIVEN the highly unethical business practices, I won't be able to continue to support either WSJ or ********, I have been a subscriber to one of these for
years.
********

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

Sincerely,

*******************
Initial Complaint
Date:04/26/2024
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.
I am trying to cancel my subscription before it automatically renews. It said I could cancel online, but the portal keeps logging me out before I can get to the page to cancel it. I called customer service, and they said because I have a student account I am going to have to call back tomorrow and ask for their educational department. It is absurd that there is no way to cancel plans online, and that the customer service portal is so broken that you can barely log in to see your own account details. I tried to see if I could email customer service, but because I cannot log in it will not give me an email address. I currently have no way of canceling my subscription and the portal is so broken that I cannot see when I will be charged or for how much. I have never experienced this level of difficulty when trying to cancel a subscription to a newspaper. I would like for my plan to be canceled.
Business Response
Date: 04/26/2024
Dear *******,
This is Dow Jones ****** Services reaching out regarding your request to cancel The Wall Street Journal. We apologize for any confusion and are here to assist.
We have reviewed your account and see that you spoke with customer service today, April 26th, 2024 around 1:45pm Est. It appears that the agent ****** assisted you in cancelling your subscriptions for both The Wall Street Journal and ********. You should receive a confirmation to the Gmail account we have on file. The ******** Journal is set to terminate on May 12th, 2024 while the ******** will end on April 30th, 2024. You will not see any future charges to either of these subscriptions.
If you feel that any of this information is incorrect or you have any additional questions, please call ************* ***************) to speak with an agent.

Thank you,
Dow Jones ****** Services
Initial Complaint
Date:03/25/2024
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.
I have two email addresses:1. ********* *********m 2. *********************** I used my 2nd email address to subscribe to wall street journal in November 2023. That subscription was directly with Dow Jones **** The price of that subscription went up from $4.00 to $42.26 in November 2023. So, I canceled that subscription in January 21, 2024.Concurrently, I subscribed to WSJ through ****** account. However, Dow ******************** continues to refuse me access to WSJ stating that I canceled the subscription in January 2024. And refuses to take into consideration the amount I'm paying to ****** since January 2024.I'd like to get access to WSJ per my terms with ****** payments. And I want credit for the missed months of access.Thanks,*******
Business Response
Date: 03/25/2024
Dear *******,
We apologize for the inconvenience regarding your The Wall Street Journal subscription. We are currently investigating this issue and will provide a resolution to your subscription. A case has been created for our technical team in order to provide a resolution, we will follow up with an update.
Customer Answer
Date: 04/09/2024
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 have been waiting for the business to contact me. However, I have not been contacted since March 11th (prior to the date of original complaint). So, this matter is still pending and I do not have a resolution.

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

Sincerely,

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

Business Response
Date: 04/09/2024
Dear ***********************,
Thank you for responding to our attempt to resolve your digital access is for The Wall Street Journal. We apologize for any confusion and are here to assist.
As stated in our previous reply, the account associated with your Gmail does not have an active subscription in it. This account was terminated on January 21st, 2024. To find the active account, we require additional information.
Please log in to www.wsj.com and click on your name in the upper right hand corner of the screen. In the drop down menu that appears, please click **************** From here, please click Account Settings from the list on the left side of the screen. This will bring up a screen that says My Profile. The first option under My Profile should say Subscriber ID. Please call ************ ********** and reference this number along with your full name and email. With this additional information, a team member should be able to identify a different account if one exists and assist you in resolving your digital access issue.
We appreciate your patience and understanding as we work to resolve your issue. If we can answer any other questions or concerns, please do not hesitate to contact us and any agent will be happy to assist.
Regards,
****
Initial Complaint
Date:02/21/2024
Type:Billing 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 am a long term subscriber to WSJ,6 days/week plus online access. Approaching renewal time I received multiple emails to renewal with $179/year rate. When I tried to implement either online or calling customer service, was repeatedly told offer wasn't available. The email prompts to renew at this rate continued. When I called they tried to get me to agree to pay $600+.I refused. Finally they offered to cancel my sub. and offered $299. I said ok. 2 weeks later I received the attached paper offer again for $179/yr. I called and they refused to honor the offer. I decided not to cancel my sub. But I believe they owe me $120 difference And they should halt these bait and switch advertising and promotions.
Customer Answer
Date: 03/16/2024
Better Business Bureau:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID ********.

Sincerely,

*************************
Initial Complaint
Date:01/17/2024
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.
Subscribed to WSJ in November 2023 for online access and Weekend Paper home delivery. Received first and only physical paper on Sat Nov 18th. It has now been 8 weeks in a row without another delivery. Multiple complaints, calls, notifications made to Dow Jones with no results. Reps claim it has been elevated to supervisors but they have no control over delivery management I am told. Two months and they cannot manage to correct a simple delivery. Contractor that delivers the paper certainly knows where to deliver as they did it the first week, but never since. I continue to get credit, so as long as they can't figure out how to deliver a paper I guess I can use the website for free in perpetuity.
Business Response
Date: 01/17/2024
Please be advised, we have reported and escalated the ongoing delivery issues to our Circulation Manager in their area. They will escalate to the local distributor to ensure the delivery is restarted. We have adjusted the account appropriately for the missed issues.
Customer Answer
Date: 01/29/2024
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 Complaint HAS NOT BEEN RESOLVED. Dow Jones Replied they would contact the delivery contractor. However, yet another delivery has been missed, marking no 10 (TEN) WEEKS IN A ROW that the *** has failed to deliver a simpler newspaper to my door. A complaint was filed with them every single week.

Again- This COMPLAINT IS NOT RESOLVED.

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

Sincerely,

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

Business Response
Date: 01/29/2024
Dear *****,

Thank you for contacting Dow Jones ****** Services regarding your delivery. We apologize for the inconvenience you have experienced and are happy to assist.

We have escalated this concern directly to the Circulation Manager in your area for resolution. They will work with the distributors and carrier to investigate this concern. Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly. If you need further assistance, please contact ************** (JOURNAL) for further assistance with one of our agents.
Initial Complaint
Date:01/11/2024
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.
Dow Jones AKA The Wall Street Journal has refused to deliver the print edition of my copy of the newspaper. In, addition, I have tried unsuccessfully on many occasions to resolve this issue on my own by calling Dow Jones.
Business Response
Date: 01/11/2024
Good Morning,
We apologize for the inconvenience with the delivery issue and are happy to assist.
We have reached out to our circulation manager in the subscribers area and made them aware of the priority to provide the solution to the subscriber.
Initial Complaint
Date:01/02/2024
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 WSJ subscription plan increased from $2 to $9.99 without informing me. Please refund the last 3 months, $29.97 in total.
Business Response
Date: 01/02/2024
Customer *************
Dear ******,
Thank you for contacting Dow Jones ****** Services regarding your billing inquiry, we apologize for the inconvenience and are happy to assist.
We reviewed your account and would like to inform you, that our policy states that all subscribers must cancel prior to the renewal date and that all subscriptions are non-refundable. 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. Your account has been successfully canceled and is set to expire on January 27, ****. No further charges will be made to your account.

We apologize for any inconvenience you had with the cancel/refund policy. You do have the right to file a dispute for the charge with your credit card company.

If further assistance is needed, please get in touch with us at ************* **********. Our representatives are available Monday -Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST).
Should you have any further questions or concerns, please do not hesitate to contact us.

Subscriber, Dow Jones is always looking to improve upon the customer experience. Please take just a few minutes to tell us how were doing HERE.
**********;
****** Services
Initial Complaint
Date:12/08/2023
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.
I have been receiving my print edition of the Wall Street Journal a day late through the US ************** off and on for the last few months. I have not received an on time paper since Nov. 30. Since then (Dec. 1 - Dec. 7) each paper has been delivered a day late. I have talked to customer service and they have told me on numerous occasions that they would work to get the problem fixed. I talked to my local Postmaster and he says the paper is not being delivered in the morning as it has been in the past and therefore can't be delivered on time.
Business Response
Date: 12/26/2023
Due to unavailable carriers in the area, the defaulted delivery is by mail, delayed mail is an expecting outcome.

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