Complaints

This profile includes complaints for The New York Times Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The New York Times Company

  620 Eighth Avenue New York, NY 10018-1618

  
• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  The New York Times

  PO Box 8040 Davenport, IA 52808

• 

  Hoose News Service

  PO Box 1932 Bakersfield, CA 93303

• 

  Hoose News Service

  4304 Armour Ave Bakersfield, CA 93308

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:06/27/2025

  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 account number begins with 6 and ends with 7. I called on 6/26 and a promotion for all access for $4/month for 1 years was supposed to put into effect on my account. She said the change was happening today. But when I log into my account, I do not see anything but my old only news access. Also, this should be the only email address on the account and my zip code should be *****. Has been for the last 6 years. Not sure how you have my billing information and zip code, but it doesnt match my account. I thought the billing had to match for the charge to even go through. Please correct these details on my account and confirm the promotion has been correctly added.

  

  Business Response

  Date: 07/07/2025

  Hello,
  Please be advise that this matter has been resolved.  We have reached out to the customer and provided confirmation of their subscription account details.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged by The Athletic for a renewal. After agreeing to a lower price online, my credit card was charged for a higher amount. I notified the Athletic customer service about their error and they refused to credit the account for the difference.After receiving a renewal notice from the Athletic that I was going to be charged $71.99 for a one-year renewal, I logged into my account to cancel my subscription. During the cancellation process I was offered a much lower rate of $17.99 to keep the subscription. I accepted this offer however when I received my credit card bill The Athletic charged the full $71.99 to my account. I subsequently contacted The Athletic customer service and they denied my request to refund the difference. I have since canceled my subscription out of principle and because I do not trust them with my financial information. I am requesting a full refund of the $******** account is under my email address: ******************** I believe $17.99. a renewal in April, I logged into my

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  The business has refunded my payment. This resolves the matter satisfactorily.
  
  Thank you for your assistance.
  
  ***** ******
   
  
  
   
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Billing 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 called to cancel my subscription, and the company had renewed it a couple days earlier then usual at a higher rate. April 15, 2025. I was told they had canceled it, and I would receive a refund to my original form of payment, my checking account/debit card. They offered me a subscription at a discounted rate, $4 per month, and I said that would be ok, but only after receiving my refund for the cancelled $25 subscription. They have charged the $4 twice now, and still have not refunded the $25 as promised. Ive spoken to them more than once per week each week since April 15th, and each time they have promised once again that my refund is coming very soon. They have also promised communication keeping me updated on the status of my refund, and I have not received the promised emails either. I dont understand why a refund would take more than six weeks, and at this point do not believe they have any intention of keeping their promises and issuing the refund they owe me.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for forwarding Complaint #******** regarding a subscription cancellation and refund issue. We have conducted a thorough investigation into the matter and would like to provide an overview of our findings and resolution.
  
  Our investigation determined that the customer contacted us to cancel a subscription and request a refund following an unexpected renewal. We confirmed that a refund was processed shortly after the cancellation request, and the funds were successfully returned to the customers payment method. The expected timeframe for the refund to appear on the customers account is typically 7 to 14 business days, though delays can occur depending on the financial institutions processing schedule. Since the timeframe has passed, we advised the customer to verify the refund status with their card provider, as it may appear on a subsequent statement.
  
  In our recent communication with the customer, I provided additional details of the refund processing such as the transaction ID and the refund transaction ID. I reached out via email on June 2, 2025, and will continue to monitor for a reply.
  
  We remain committed to addressing the customers concerns and are available to provide further assistance. Should the customer respond or require additional support, we will follow up accordingly.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Customer Answer

  Date: 06/04/2025

  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:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/25, I was billed $71.99 by THE ATHLETIC THEATHLETIC.C CA for the auto-renewal of my subscription. I was not notified 30 to 60 days in advance that my subscription would be renewed, as required by ******. Please see passages below for protections violated by seller. Additionally, seller claims email went to spam folder, which is a fabricated claim. I am requesting a prorated or full refund to resolve this issue.****************************************************************************** Written, electronic notification of automatic renewal provision. 8. a. A provider that provides any service to a consumer pursuant to a service contract the term of which is a specified period of 12 months or longer and that automatically renews for a specified period of more than one month, unless the consumer cancels the contract, shall provide the consumer with written or electronic notification of the automatic renewal provision. Notification shall be provided to the consumer not less than 30 days nor more than 60 days before the cancellation deadline pursuant to the automatic renewal provision. This notification shall disclose clearly and conspicuously: b. As part of the provider's routine business practice, where the business has failed for any reason to comply with the provisions of this section, the contract holder may cancel the contract and receive the unearned portion of the contract subject to the automatic renewal provision less the amount of claims paid during that automatic renewal period, which amount shall be refunded as of the date on which the provider is notified of the error.c. The provider shall provide written or electronic notification to the consumer not less than 30 days nor more than 60 days before any change in the procedures required of the consumer to cancel the automatic renewal provision.

  

  Business Response

  Date: 06/03/2025

  In response to the complaint, we reached out to the subscriber via the email address provided on 05/22/2025, 05/28/2025, and 06/02/2025 to relay our findings. We have ensured their account has been properly adjusted and have asked that they direct any further questions to us directly.

  Customer Answer

  Date: 06/06/2025

  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:05/07/2025

  Type:Billing 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.

  On May 6, 2025, I renewed my annual New York Times Games subscription. However, instead of extending my service through the correct end date of June 14, 2026one year from the expiration of my current subscriptionthe New York Times reset the renewal to begin on the day of purchase, May 7, 2025, thereby shorting me over five weeks of prepaid service.When I contacted customer support via online chat to correct what I described as a fraudulent billing practice, the representative, identified only as "*******," failed to understand the issue or offer a resolution. Despite my repeated explanation that my previous subscription was already paid through June 14, 2025, the representative insisted that the new subscription period was correct and that no further adjustment would be made.Additionally, the representative refused to transfer me to a U.S.-based call center or escalate the issue. The interaction ended with no resolution and an empty apology.This is not a clerical error but a deceptive and predatory billing practice, which effectively charges customers for time they have already paid for. This conduct constitutes fraud and should be addressed accordingly.Proposed Resolution:I am requesting that the New York Times:Immediately correct the subscription end date to reflect a full year added to the original expiration, setting the new end date to June 14, 2026.Provide an additional six months of service at no cost as compensation for the deceptive renewal practice, the inconvenience of the unresolved support interaction, and the dismissive treatment I received.This is a modest and reasonable request, considering the severity of the billing issue and the failure of customer support to address it in good faith.

  

  Business Response

  Date: 05/21/2025

  In response to the complaint, we reached out to the subscriber via the email address provided on 05/15/2025, 05/16/2025, and 05/20/2025 to relay our findings. We have ensured their account has been properly adjusted and have asked that they direct any further questions to us directly.

  Customer Answer

  Date: 05/23/2025

  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:05/05/2025

  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 went to open a NYT article with my existing account.Apparently, it had expired 2 days ago, so I was provided a renewal offer.The offer was for $1/wk for 1 year, which showed that it was a special offer from their usual 6 month.The standard offer was clearly crossed out and replaced with the special offer as is typical of a marketing campaign.I immediately accepted and processed the offer, taking screen shots along the way.I made it to the standard checkout screen. The fine print - which I do read - indicated that I was accepting an auto-renewing subscription that would revert to full price in SIX MONTHS. I caught the bait and switch scam as it was happening, and I immediately contacted customer support.They lied to me, stating that the offer was only for 6 months. - I had and have the screen shot that I had just received to prove that it was a 1 year offer.That representative disconnected to avoid further discussion.I reconnected on the chat, this time insisting on a supervisor.I went through the context with the supervisor and even provided him with the uploaded screenshot to PROVE the offer that I had just received.He claimed that he could not honor it.This cemented the fact that it was now a bait and switch scam.The renewal process specifically pulls in unsuspecting consumers to renew with a 1 year offer, then completes the transaction with a 6 month offer, which most consumers would not even recognize as it occurs. If they do recognize it, the customer support staff, including supervisory level does not honor the offer either - even when provided proof of the offer.I have screen captured all of the elements of this fraud and can provide the BBB with the supporting materials. Both, the offer and the chat.

  

  Business Response

  Date: 05/13/2025

  Hello,

  Please be advised that this complaint has been resolved.  We have reached out to *** **************** apologized for any inconvenience and assisted with securing the 1 year promotional discount.  He was also asked to contact us directly with any further questions.    

  Customer Answer

  Date: 05/16/2025

  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. They handled the complaint promptly, professionally, and completely.

  
  Sincerely,
  
  ***** *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/07/2025

  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.

  We called the NY Times Home Delivery close to 7-8 times minimum to STOP our Sunday paper we no longer wanted.We spend four months each year in our Florida home and do not the paper period.They absolutely refused to cancel.Since then now April 2025 ***** written notes and phone calls minimum to tell them to stop sending us bills and charging us for a paper never delivered and cancelled.They absolutey refuse to stop charging us which is total fraud.New York Times phone people are rude ,arrogant and switch you to 2-,3 ,4 people every time you call and do nothing to stop ripping us off charging us and ignoring all written and phone requests to stop sending bills to us that is fraud.We are seniors and its very stressful to deal with such rude people that are ripping us off blind..Please ,Please help us.

  

  Business Response

  Date: 04/15/2025

  Hello, please be advised that this complaint has been resolved. We can confirm the account was cancelled and $130.66 refunded. The customer was informed of the resolution and asked to contact us directly with any further questions.

  Customer Answer

  Date: 06/13/2025

  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 had nothing but non stop harassment from the NY Times after our SUNDAY paper was cancelled by phone, mail, over 19 times since October 2024.
  
  We live alot of the year in our Florida Condo.
  
  We told them over and over and over we do not want the paper.Non stop request.
  
  They keep sending us bill and stopped the paper 5-6 months after we asked them nonstop.
  
  Finally when we complained to BBB a lady on April 7th send  an email from the new york saying we would get full credit for the whole amount.
  
   
  
  Still we have not received the credit and get bills non stop and collection letters.
  
   
  
  The BBB should give them an F rating since them are absolutely crooks refusing nonstop to cancel our paper.
  
   
  
  We are going to call the news if the BBB cant get this resolved..It is absolutely ridiculous
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ******* *****
  
  

  

  Business Response

  Date: 06/20/2025

  In response to the complaint rejection, we reached out to the customer via email to let them know that the left over balance on the account was removed which should stop the invoices from coming to them. We also asked for confirmation of what address papers continue to be delivered to and have asked that they direct any further questions or concerns regarding this matter to us directly. 

• Initial Complaint

  Date:04/03/2025

  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 retired as a teacher in April of 2022. As a teacher I had an online subscription to the New York Times. It was under my teacher email ********************** and I was billed $23 a month. The funds were deducted from my ****** account which is under my personal email address ******************** When I retired, I canceled my teachers subscription to the New York Times. I later order a subscription under my personal email account ******************* which cost me $25.38 a month. My accountant was doing my taxes this year when he noticed that I was being billed twice a month through my ****** account for a ********************** subscription. He then asked me about it. That was when we concluded that the New York Times had never canceled my teaching subscription for the New York Times and that I had paid the $23 monthly fee for 35 months even though I canceled the subscription in April of 2022. I had no access to this subscription because when I retired from my school, my teacher's email account was closed and deleted. My accountant suggested that I immediately contact the New York Times billing department and request a refund. He said this shouldn't be a problem since the tech support people at the New York Times will easily be able to see that my New York Times subscription for ********************** has not been accessed since March 2022. So, I contacted the customer service people at the **********************. The person that helped me was a supervisor. He confirmed that my teachers subscription at ********************** had in fact not been cancelled and was still being billed to my ****** account. He immediately closed my ********************** account so that I would no longer be billed for it. He said he could only refund me 5 months worth of overcharges and that for me to get a full refund on my $805 over payment fee that it would have to be handled at a higher level. NO MORE ROOM UPLOADED FULL DESCRIPTION

  

  Business Response

  Date: 04/10/2025

  Hello, please be advised that this complaint has been resolved.  We have researched the matter and provided the customer with a detailed breakdown of the transactions and also asked that they contact us directly with any further questions.

• Initial Complaint

  Date:04/01/2025

  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.

  On november fifth of twenty twenty four, I used ****** to pay for a one year, all access new york times digital subscription, at a cost of fifty four dollars. It is never functioned correctly and I do not have access as promised to all elements of the new york times. I've reached out to The New York Times twice regarding this, and they have offered no resolution to the problem, other than to say that this is ******'s fault.

  

  Business Response

  Date: 04/02/2025

  Hello,
  
  Im writing to provide an update on BBB Complaint #******** regarding a customers ********************** All Access digital subscription. Below is a high-level overview of our investigation findings, a recap of our conversation with the customer, and confirmation that this inquiry is now considered closed.

  The customer purchased a one-year All Access digital subscription to The New York Times via ****** on November 5, 2024, for $54. She reported that the subscription never functioned correctly, leaving her without access to all promised elements of the *** digital offerings. Our investigation revealed that the subscription, processed through ******, failed to link properly with her NYT account. On March 17, 2025, the customer called our support team and spoke with an agent who advised her to seek assistance from ******, as the purchase originated there. However, this did not resolve the issue, prompting her to escalate the matter to the BBB. After further review, we determined that the integration failure between Googles payment system and our account system was the root cause, and we took steps to rectify it directly for her.

  
  Recap of Conversation with Customer:
  I emailed the customer on April 1, 2025, at 3:50 PM EDT, acknowledging her complaint and offering a resolution. I proposed manually adding a complimentary one-year All Access subscription to her NYT account, effective April 2, 2025, to ensure she received the access she paid for, bypassing ****** to avoid future issues. The customer responded on April 2, 2025, at 11:54 AM EDT, accepting this resolution. She expressed appreciation for the prompt response and confirmed shed prefer to renew directly through The New York Times in spring 2026 rather than via ******, citing the known challenge with their system. She also noted her prior unsatisfactory interaction with our support team, which I addressed with an apology and a commitment to improve staff training on such issues. Ive since activated her All Access subscription, valid until April 2, 2026, and shes been advised to verify access via our account management page. No monetary refund was issued, as the resolution was a courtesy subscription adjustment.
  
  Resolution Determination:
  The customer accepted our offer of a complimentary one-year All Access subscription as a full resolution to her complaint. No additional refund was provided, as the original $54 charge was processed through ******, and our action was a courtesy to restore access rather than a financial reimbursement. With the customers acceptance confirmed, we consider this matter resolved.
  Please let me know if you require any additional details to close this inquiry with the BBB. Thank you for your assistance in facilitating this resolution.
  
  Best regards,

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for a recurring subscription since March 2024 under authorized credit Card user ********* ***** and none of us ever authorized this subscription. I need these charges canceled and all past charges refunded. I filed a fraud report with my credit card but they said I need to contact you for a full reversal of charges.I was unable to reach ny times by phone, chat or email due to their limited hours of operation that dont work with my schedule.

  

  Business Response

  Date: 04/07/2025

   

  In review of the account and provided complaint details, we found that a registered account was created on 2/202/2024, and which was associated with an (iOS/*****) private relay email address/account. On 5/23/2024, a paid All Access subscription was activated on the same account via Apple Pay; where the name associated with these banking details matches the person named by the complainant in this case.

  Based on our findings, as well as the payment method being Apple Pay - which uses encrypted codes instead of the actual card number as an enhanced measure of security - the account has been determined to be validly created and activated by the consumer. The consume has received a refund of the last four payments from December 2024, January 2025, February 2025 and March 2025; via a dispute filed with their bank. No other credits or refunds will be provided for this matter.

  The New York Times has been in contact with, and assisting, the named authorized credit card user regarding this same matter from 3/24/2025 through 3/28/2025; on 3/28/2025, all communication was redirected to the complainant who filed this case with the BBB. We spoke with the complainant via email from 3/25/2025 through 4/4/2025 and relayed the above findings.