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

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:02/07/2023
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 previously received a Wall Street Journal print subscription every day. I pay for the service monthly and have been a member for over 2 years. However, when I moved to ********** in July 2022 and updated my address, I stopped receiving the paper. From July 1st to today, February 7th, Ive only received 1 newspaper print, yes, only 1! I have called numerous times including today and the representatives refuse to help and only offer to extend my membership by 1 month. There is no explanation for the lack of service. I have continuously asked to speak with a supervisor only to be told that no one is available. I noticed im getting charged even higher for the subscription, however customer service stated that they dont have a policy for refunds. This is ludicrous. They are taking my money without providing a service.
Business Response
Date: 02/08/2023
Dear BBB,

Thank you for bringing this to our attention. We will contact the subscriber directly.

Cordially,
Member Services
Customer Answer
Date: 02/14/2023
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:

[
Good afternoon,

I have not received a response from the business as of yet, in reference to my compliant, and the complaint appears as closed.

Please advise.
WBR,
********************************
]

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

Sincerely,

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

Business Response
Date: 02/14/2023
Dear BBB,

Thank you for informing us of the complaint. We have reached out to the subscriber directly.

Cordially,
Member Services
Initial Complaint
Date:02/03/2023
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 subscribed to the print edition of the Wall Street Journal which began July 1, 2022. I recently received a letter from Dow Jones (*********, **) informing me that they could no longer provide same-day deliveries to my zip code. In addition, the letter informed me that they are "updating" my account to digital-only membership on March 4, 2023. I am not interested in digital membership. Therefore, I contacted their customer service ****************************** to request that my subscription be cancelled and that I be refunded the subscription balance (6 mos, $82.50). **************** informed me they cancelled my subscription but could not refund me as they didn't have my credit card information. The original order was processed through Paypal express. Therefore, I replied to the original email (WSJ SALE Fulfillment team <***********************>) received on June 23, 2022 which I used to confirm my subscription (ORDER NUMBER: ********** for Wall Street Journal 1 Year Print Subscription) in the hopes that I could resolve the issue. The email came back as undeliverable today. I'm not entirely sure if the order was processed through Dow Jones from whom the letter was recently received or through another party from whom the original confirmation email was received. Either way, I subscribed and paid in full in good faith for a 1-year print subscription delivery in June of 2022 that was cancelled. Furthermore, the digital offer is not of interest to me and therefore I believe it is only fair that I be refunded the balance of $82.50. This amount is justifiable given the 6 months that I will not be receiving the print WSJ in addition to occasional lack of deliveries (at least 5 instances) throughout the first 6 months of the subscription.
Business Response
Date: 02/03/2023
Customer ID - **********
Dear ********************,
Thank you for contacting ****** Services regarding the customer requesting a refund. We do apologize for any inconvenience and are happy to assist.
It seems the customer may have purchased a bogus subscription through another source. The billing address shows it's from *********. He may have purchased the subscription from a site that is not our site. The customer needs to dispute the charge with his credit card company.
Should you have any further questions or concerns, please do not hesitate to contact us.

Dow Jones is always looking to improve upon the customer experience. Please take just a few minutes to tell us how were doing HERE.

Cordially,
******

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

Twitter Support: @WSJ_Support

Hours of Operation:

M-F 8 AM - 5PM EST
Initial Complaint
Date:01/13/2023
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.
This formal complaint is to officially document and communicate the fact that I do not wish to do business with Wall Street Journal, its affiliates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written confirmation that you received this letter and that you will no longer send me mail or junk mail to my address on file or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.
Business Response
Date: 01/13/2023
Dear *****,

This is Dow Jones ****** Services responding to your request to be opted out of all marketing from The Wall Street Journal. We are happy to assist.

We have opted you out of all Dow Jones marketing and have added your account details to a list that will purge them from our system. Please allow **** business days for this change to take effect.

Cordially,
*****
Dow Jones ****** Services
Customer Answer
Date: 03/08/2023
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 am still receiving junk mail from the Wall Street Journal.

Sincerely,

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

Business Response
Date: 04/17/2023
Dear Subscriber,

We have opted out your personal information from all Marketing promotions. Let us know if you need further assistance.

Thanks
Member Services
Customer Answer
Date: 04/19/2023
Better Business Bureau:

I temporarily acknowledge your response. However, if your company continues to send me unwanted mail then you can expect a formal letter from a third-party and a request for damages.

Sincerely,

***********************
Initial Complaint
Date:01/10/2023
Type:Service or Repair 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 have had a subscription with the Wall Street Journal for many years. I have not received one copy since the new year(1/3). I have called 4 times now to find out what is going on but each time the person says they will report it and nothing has come of it. No explanation or any other response.
Business Response
Date: 01/11/2023
Membership ID: ************
Dear ****,
Thank you for contacting The Wall Street Journal regarding your delivery. We apologize for the inconvenience you have experienced with your delivery and are happy to assist.
We have reported the missed deliveries since January 3rd, 2023 to the Circulation Manager within your area and adjusted your expiration date for the week of missed deliveries. Please be advised your case has been prioritized and escalated appropriately. Our team is actively working to escalate to the distributors to assure your delivery issues are resolved. The subscription's expiration date is now January 24th, 2023 and will automatically renew. 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.
Customer Answer
Date: 01/13/2023
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:01/10/2023
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.
On 9-12-22 I paid $183.18 for a 1 year Professor ********** renewal for Account ************ to The Wall Street Journal in ******** ** with my ***** Fargo check #****, which cleared the bank 9/19/22. I have written WSJ several times, sending a copy of the cancelled check and calling their **************** *************) without success of convincing their records are incorrect. WSJ stopped delivering on 11/26/22 and did not complete their obligation of "uninterrepted delivery for 1 year".
Business Response
Date: 01/25/2023
Dear Better Business Bureau,

Thank you for bringing this to our attention. We will contact the subscriber directly.

Cordially,

Member Services
Customer Answer
Date: 01/30/2023
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,

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

Customer Answer
Date: 02/21/2023
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:

Please refer to ID ********. My previous complaint apparently has not been resolved because I received another "Final Notice" to pay for a 1 year Professor ********** renewal $183.18 fee, which I paid with my ***** Fargo check #**** (cleared 9/19/2022). BBB's previous contact with *** made them resume delivery but their records have not changed. I received the *** today, 2/17/23, and expect they will stop delivery around 2/19/23, the date of their deadline. With this info and ID ********, do you have enough information or will you need a copy of my cancelled check and previous *** correspondence? Thank you for your assistance.

Sincerely,

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

Business Response
Date: 02/21/2023
Dear ******,

Thank you for contacting ****** Services regarding your subscription. We apologize for any inconvenience and are happy to assist.

Thank you for bringing this to our attention. We will investigate further and contact you directly regarding your account information.

Cordially,
****** Services
Initial Complaint
Date:01/09/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Having been a customer for years, there were many, many times my newspaper was not delivered. Each time I called, they advised me that instead of a cash credit, they would provide a newspaper after my subscription ended. Finally, due to continued non-delivery of my newspaper, I cancelled my subscription. Their customer service representative claimed they only have a record of 2 times that I called. So, theyve charged me for newspapers all those weeks that they didn't deliver and now refuse to do anything about it. I trusted them to track all the times I called when my newspaper was not delivered as I had been a loyal customer for quite a few years and make good on their promise to deliver any papers beyond my subscription in lieu of cash credits to my **************** card. To date, I have received only 1 newspaper beyond my subscription cancellation date.
Business Response
Date: 01/09/2023
We have only had one reported missed delivery back in November 2022 and nothing since then or before on record. We had the account set to expire at the end of December 2022. We need to know all missed deliveries as they happen that way we can work with the carrier to ensure that deliveries issues are addressed.
Customer Answer
Date: 01/10/2023
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 have saved the emails that were automatically sent by *** for delivery issues that I reported over the years. They are from 2/29/20, 6/20/20, 8/15/20, 2/12/21, 6/5/21, 6/7/21, 3/26/22, 4/2/22, 7/30/22, 10/8/22 and 11/19/22. I'm surprised that the *** does not archive these emails as they should. I am prepared to zip them up in a single file and present them along with a complaint I have filed with the ***** State ************************** In fairness, I did receive one copy of a newspaper for one of the failed deliveries 10 days later but there is no value in reading a 10 day old newspaper. I can't believe the *** wasted postage on such a useless effort. ]

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

Sincerely,

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

Business Response
Date: 04/04/2023
Dear Better Business Bureau,

Thank you for bringing this matter to our attention. We will contact the subscriber directly.

Cordially,

Member Services
Customer Answer
Date: 04/05/2023
Better Business Bureau:
Per the notification provided by Dow Jones, I was told that $51.61 would be credited to my credit card to cover 3 months at $16.58 per month. Dow Jones should learn some basic math because $16.58 x 3 = $49.74, NOT $51.61. Having checked my credit card, I did see 3 separate credits for $16.58 each. I will not quibble about the $1.81 cents difference and agree to close this issue. Further, the amount of time I had to spend on this to get my account properly credited for services NOT rendered by Dow Jones was nothing shore of egregious.
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:12/29/2022
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.
4.25.22 I paid an annual fee to Wall Street Journal for home delivery 6 days a week. The cost was $ 751.91.11.25.22 Wall Street Journal for no announced reason stopped delivery. My contacts with their website robot have all failed. I want credit for my undelivered papers and my delivery restored. I cannot get Wall Street Journal to do this.
Business Response
Date: 12/29/2022
We have adjusted the expiration date of the subscription for each of the reported missed deliveries. We have also escalated this delivery issue with the Circulation Manager in their area in order to get the delivery restarted on a consistent basis.
Initial Complaint
Date:12/22/2022
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.
The Dow Jones publications, ************************************************ have been charging me $60/ month for three years without my authorization. This has been on auto renew and the fees were packaged together & increased, according to the customer service team I reached out to. The package feels like it was a scam and they have no resolution path. Other consumers should be aware of this- it feels violating and like an abuse / clickbait approach.
Business Response
Date: 12/22/2022
please see our subscriber's agreement

***********************************************
Initial Complaint
Date:12/22/2022
Type:Service or Repair 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.
Account Number: ************ -Dates: November 12, 2022 to Present (December 22, 2022)-WSJ/Dow Jones has been notified over ten times between these dates to cancel physical newspaper delivery to my address -Multiple emails confirm account cancellation after nearly a dozen phone calls and emails over six weeks, however, delivery continues. Cancellation email confirmation and most recent complaint attached. Please cease delivery immediately.
Business Response
Date: 12/22/2022
Thank you for contacting ****** Services regarding delivery. We have stopped delivery of the paper and the carrier has also been notified to no longer deliver papers to address of the customer. The delivery has been stopped and will no longer be delivered as account is cancelled. The complaint has been received and recorded with our carrier service.
Customer Answer
Date: 12/27/2022
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:12/12/2022
Type:Order 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.
Once again the Wall Street Journal doesn't include the magazine section for reason that I attribute to my zip code which is a low income area. I pay the same amount as fellow subscribers in affluent areas and yet I have to file a complaint with the BBB every time they selectively deliver and omit this feature of my subscription. I want the magazine. My friend is on the cover and I am fed up. My next email is to the ******************* of the New York **************************
Customer Answer
Date: 01/06/2023
Better Business Bureau:

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

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

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