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Business Profile

News Services

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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Dow Jones & Company, Inc. has 14 locations, listed below.

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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:10/20/2023

      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 cancelled ******** subscription in March 2023 for digital access only. I had been paying $ 6 per month When I realized the price had gone up to $ ***** in April , I cancelled the service. Yet they have still charged me since May 2023 for $ ***** per month. This is despite calling ************ and sending an email to ****************************************************** I want this $ ****** credited back to my Amex card

      Business Response

      Date: 10/20/2023

      Dear BBB,

      Please be advised we have responded to the customer directly regarding their billing. We have no record of the customer calling to cancel prior to January 20, 2022. The customer's ******** subscription expired on February 15, 2022, with no further billing.

       

      Cordially,
      ******** 
      Member Services

      Dow Jones

       

       

       

    • Initial Complaint

      Date:10/17/2023

      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.
      In late June, the gate code to my community was changed. I contacted The Wall Street Journal and informed them of this matter as I wished to continue to receive the daily WSJ paper at my door. WSJ responded that they will notify the courier of this matter. Since that time, I have contacted them two other times and informed them that the courier continues to deliver the paper to the mailbox and asked them to correct this problem. As of this writing, they have not corrected the problem. Please see the attached emails dated 7/24, 8/4 and 9/9/2023

      Business Response

      Date: 10/17/2023

      We have reached out to the subscriber and the delivery team to work on having the delivery issue fixed.

      Customer Answer

      Date: 10/18/2023

      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:

      As was noted in my complaint, I contacted the company THREE times before filing the BBB complaint.  In each and every instance, the company acknowledged my email and promised to remedy the problem and never did.  Now, Dow Jones responded to this BBB complaint stating "We have reached out to the subscriber and the delivery team to work on having the delivery issue fixed."  

       

      I'm respectfully asking to be given two weeks to respond to your message.  I would like to see the matter resolved before responding to your message. 

      Thank you in advance for your consideration.

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 12/14/2023

      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 asked to change my subscription to a digital only as I got sick and tired of waiting for WSJ to do what they said they would do and never did. Again, my concerns have been that the paper gets delivered to my mailbox instead of my door and I have been asking since June for this to change and they kept saying that it will be taken care of and it has not.  So, I don't want to keep paying for this paper and not being able to use it.  This is rather sad and pathetic that WSJ can not get its act together and take care of this simple request.  

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 12/21/2023

      Dear BBB, 

      Thank you for bringing this to our attention. We have contacted the Circulation Manager to verify delivery location options. We sincerely apologize for any inconvenience. 

      Cordially,

      Member Services

    • Initial Complaint

      Date:10/16/2023

      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.
      The Wall Street Journal continues to miss deliveries. In fact, they have failed to deliver so many papers that they blocked us from being able to report delivery issues.

      Business Response

      Date: 10/16/2023

      Dear *****,

      This is Dow Jones ****** Services reaching out in regards to the delivery issues you have been having with your The Wall Street Journal subscription. We apologize for any inconvenience and are happy to assist. 

      The ability to report missed deliveries online has a cap to ensure that the system is not abused. We understand that this is usually because a customer has had many missed deliveries. You can still report missed deliveries by calling us on the phone at ************, or emailing us at ********************************************* This way we can credit your account for the missed deliveries. 

      We have brought this delivery issue to the attention of the local circulation director, who will look into this issue to solve the delivery problem. 

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

       

      Customer Answer

      Date: 10/21/2023

      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 called customer support, and they were not able to help. We missed a delivery today and are unable to report it. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/25/2023

      The circulation manager was reached out to about delivery complaint.

    • Initial Complaint

      Date:10/02/2023

      Type:Delivery 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.
      Wall Street Journal (WSJ) subscription delivery has stopped after only receiving the paper for 3 days .I have called WSJ thee times and they give me credit for the missed deliveries and each time they stated the I would get the paper the next day, but no paper all week. I asked to talk to a manager but couldn't, i asked for the name of the person responsible for deliveries, but still no luck.I would appreciate your help in getting my WSJ delivered everyday.Thank you

      Business Response

      Date: 10/02/2023

      Dear Valued Customer,

      Thank you for contacting Dow Jones ****** Services regarding an error with our website. We apologize for any inconvenience and are happy to assist. 

      Please be advised, we have escalated the missed deliveries issues to the Circulation Manager within your area and adjusted your expiration date. 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 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.

      Regards, 

      ********* 

      ****** ******** 

       

      Customer Answer

      Date: 10/03/2023

      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]

       

      Today, I got Mondays paper, but not todays paper. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/27/2023

      Dear ******,

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

      Please be advised our ************************** has escalated your delivery concerns to the Circulation Managers in your area for further review at the beginning of October 2023. The carrier has reviewed your address in relationship to their current routes and confirmed your address cannot be delivered via carrier. The subscriber has been made aware of this delivery method change. Due to carrier shortages in the area along with other market factors, mail delivery will be the only delivery method available going forward. Please continue to report any missed deliveries as they occur so we can report them and adjust your account accordingly. 

      Thank you for your attention regarding our delivery team's resolution. 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. 

      Warm regards, 

      WSJ Member Services



      Customer Answer

      Date: 10/30/2023

      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:09/19/2023

      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 have a monthly subscription to the Wall Street Journal. We are at our vacation home in the summer and I was unable to access my newspapers. A letter was left in my mailbox indicating that my account was suspended. However, I was charged for the month of August - September for the full amount. When I spoke with customer service I was told that since I had signed up for a subscription they had the authority to charge me. I then told them to cancel my subscription. Since I was told I would be put on suspension, I thought I would not be charged. I believe it is illegal to charge someone for a product they don't receive.

      Business Response

      Date: 09/19/2023

      The subscriber will be assisted

    • Initial Complaint

      Date:09/18/2023

      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.
      We have been Wall Street Journal subscribers for some time. We pay $18.24/month for delivery of the print Weekend Edition.Implied by the name, ******************* was always delivered to us on Saturday morning, so we could read it over the weekend. That is its purpose, which WSJ employees have confirmed to us over the phone. When the paper doesn't come on Saturday, we lose over half the time we have to read it. And the later it comes, the more outdated its news becomes. If we don't get a chance to read it on Saturday through Sunday morning, the paper is basically useless to us and a waste of money.Once we moved to Alabama, that's what happened--the paper inexplicably started coming on Sundays, sometimes well after we woke up.We complained to WSJ about the delivery issue multiple times starting in June. Cumulatively, we have waited on hold for hours during precious family time. We finally spoke to a manager or supervisor about the problem, and *** said they couldn't deliver it on Saturday for unknown reasons. On another call, they said they could deliver it on Saturday and would look into it. WSJ also promised us a refund and took down our number for further resolution. The call back never came. The refund never came. Perhaps half a dozen times we have tried to get the paper delivered on Saturday morning or canceled with a refund. To no avail.We want a refund of $109.44 for the unacceptably late papers. Frankly, we should be *********** more than that because of the time we've spent trying to resolve the problem, time largely wasted because we kept having to call back, and each time, the employee we spoke to had no knowledge of the problem and acted surprised.WSJ Subscriber ID ************

      Business Response

      Date: 10/03/2023

      Dear BBB, 

       

      Thank you for informing us of this complaint. We will contact the subscriber directly. 

       

      Cordially, 

      Member Services

    • Initial Complaint

      Date:09/18/2023

      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 paid for subscription....contacted them several times get no delivery or no refund

      Business Response

      Date: 09/18/2023

      Please note that for each reported missed delivery, the renewal date is extended by the amount of time missed. The subscriber in question has had multiple subscriptions and previously disputed credit card charges due to rate increases on previous subscriptions. It is important to note that the subscriber did not report any missed deliveries for their  ******** subscription in 2023. As we informed him, all of our subscriptions are non-refundable, and their subscription will expire on September 25, 2023.

    • Initial Complaint

      Date:08/21/2023

      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.
      I paid for an annual print subscription for weekly delivery on Saturdays back around April 2022. I only received two issues: June 13, 2022 and the August 8, 2022 editions. Email correspondence with the local newspaper carrier did not resolve missing issues.

      Business Response

      Date: 08/21/2023

      Please be advised, the member had reported missed deliveries in August of 2022 for the month of July 2022 at which time, the account was adjusted for the missed issues. After the the most recent contact we received was for missed issues in August and September of 2022 which were again adjusted for. We had not received any further communication for this subscription after September 28, 2022. We are unable to issue a refund based on delivery without the proper documentation on the subscription. This subscription was cancelled as of February 20, 2023. 

    • Initial Complaint

      Date:08/16/2023

      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 have a digital subscription with WSJ to be charged $4.00 per month. I have called to complain multiple times that they are double-charging me. Two charges of $4 shows up each month. I have called to correct this three times. I have requested a $24 refund for the double charge, but they continue to double charge me. Customer service said they have two mailing addresses & it is confusing their system. I only have one mailing address. The address on ******* is from seven years ago. I WANT BOTH SUBSCRIPTIONS CANCELLED & I WANT A REFUND FOR THE DOUBLE CHARGES.

      Business Response

      Date: 08/16/2023

      The a/r is turned off the subscription. 

    • Initial Complaint

      Date:08/10/2023

      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.
      They without notifying me raised $6 per month subscription fee to $49.99 without any notification and refuse to refund me the money.

      Business Response

      Date: 08/10/2023

      We are contacting you regarding your Wall Street Journal subscription. We apologize for any inconvenience and are happy to assist.

      We have been of an issue involving your subscription.

      For further assistance changing your subscription,  please contact us at *************  **********. Our representatives are available Monday - Friday, 7:00 AM-10:00 PM (EST), Saturday, 7:00 AM - 5:00 PM (EST).

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

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