Complaints
This profile includes complaints for The New York Times Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 227 total complaints in the last 3 years.
- 63 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/24/2022
Type: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 ** Times sells access to The Athletic, a company they own. The Athletic has a BBB rating of F. They do not allow for refunds or partial refunds on subscriptions that have been cancelled. This is not a way to conduct business. The ** Times needs to review the policy at this division and refund my $80. This subscription was cancelled.
Business Response
Date: 12/06/2022
**** *********
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******** ************
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* *********************
***************** ** *****
******* ****** **************
******* ******************Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm that The Athletic subscription was cancelled and last payment of $71.99 refunded on 10/24/22.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ******************************* *** ***** *** ** *****
*** ************
**********************************************************Initial Complaint
Date:10/20/2022
Type: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 receiving the New York Times paper everyday. When I moved we found out they did not deliver to our new address. They billed us $40.00 for the monthly subscription on 5/23/2023. When I called, they told me they would refund the $40.00. It has been 5 months and I still have not received the $40.00 refund. They told me on three different occasions that a check was sent in August and September, the latest being a check was cut on 9/29/2022. However, I have not received my refund. Please contact them and help me get my $40.00 back.Thank you,** ***********************Business Response
Date: 11/03/2022
Re: Complaint # ********
******** ************** ***********************
**** **********************
******************* ** *****
******* ****** **************
******* *******************New York Times Acct#: *********
Please be advised that this complaint has been resolved. We have processed another refund check for $40 and it should be received by the customer withing the next 21 days.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:10/11/2022
Type: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've been charged $17 a month since cancelling my subscription nearly six months ago. I've made about a dozen calls which all end up taking nearly an hour and which never offer any resolution. They've offered to follow up with me and refund, but nothing has ever come of it. I've also cancelled two debit cards to escape this but my bank said that they're somehow entangled with my actual banking routing number so I cannot escape these charges.Business Response
Date: 10/17/2022
*** ********* * ********
******** ************
*****************************
***** ***********
************ ** *****
******* ****** **************
******* **********************Please be advised that we are unable to locate an account in our system with the information provided. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** ******************************* *** ***** *** ** *****
Customer Answer
Date: 10/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have reached out to my bank on multiple accounts and the issue was not resolved, I was told again and again that it must be resolved with NYT themselves. Also, this account is not upheld through Apple. I spoke to a NYT representative a few months ago and they also told me that there was no record of this account until we went straight off of my banking information. I would love to provide such so that they may help me but I don't want it public. I would like to add that during our conversation I was also promised a call or email back regarding the issue, one I never received. If you could pass my number along *************, then I would love to provide my banking information so we can go back to square one with this BBB report as some incentive for follow through.
Best,
*******
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business Response
Date: 10/25/2022
*** ********* * ********
******** ************
*****************************
***** ***********
************ ** *****
******* ****** **************
******* **********************Please be advised that we conducted a thorough search of our system, but still unable to locate a subscription. At this point it is recommended that the customer place a stop on any further charges and dispute the previous ones with the financial institution.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:10/06/2022
Type: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.
Please assist, I had beyond a horrendous experience with several New York Times **************** telephone and chat representatives. I submitted payment in the amount of $68.90 for a one year digital all access subscription. Requesting of the chat representative to cancel the subscription after my current monthly and annual subscriptions expire. The representative asked if I would consider remaining as a customer at a deeply discounted rate of $.25 every four weeks for basic service, which I countered $.25 every four weeks billed annually for all digital access. The representative countered $2.00 every 4 weeks or $24.00 annually which I agreed. In addition I asked if he could offer the reduced rate to the current annual subscription which he stated he could. Unfortunately the chat ended prior to the representative completing the task. At which time I started a new chat which became epic fail with the *** representative ending the chat without providing the information which I requested. Leading me to calling *** speaking with a supervisor stating that she could extend the one year offer at the rate of $24.00 annually and issue $43.90 refund as I would need to call back next year to have the promotion applied again as their system only allows 1 year subscriptions I requested all of this information to be sent via email and was placed on hold for more than 20 minutes at which time her line disconnected. I have yet to receive the email confirmation of the reduction of the annual rate, the refund processed or the account being noted to honor the $24.00 annual charge for the second year.Please note I do have transcripts of my discussions with ********** and ******* the telephone conversation was with Supervisor ******.Business Response
Date: 10/07/2022
Re: Complaint # ********
Customer Information:
*****************************
**** *************
********* ** *****
******* ****** **************
******* ***************************************Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience, and can confirm that the All Access subscription is currently on a $2 every 4 weeks for the next 52 weeks, then $3 per week thereafter promotion. We have also refunded $65.34 back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Below is a copy of the email received from NYT rep ************ ************** *** *** *******please note it was an one time annual fee of $***** not to be billed weekly!
Hello
Thank you for taking the time to reach out to the ************* team at The **********************. I'd like to take this opportunity to thank you for your loyal readership.
This is your confirmation email from NYT regarding your most recent contact. Your current acct which is an ALL ACCESS subscription was billed for one year. Your Promotion started on October 5, 2022 through October 4, 2023. Your account was charged ***** for new promotion. However,
NYT don't offer promotions for 2 years nor promotions for 5 years. NYT only offer promotions for a 1 year period at a time.
If you have any questions or require any other assistance, please feel free to reply to this email. You can also call us at
************, or chat with us.
Have a wonderful day!
**************
************* Advocate
The **********************In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Initial Complaint
Date:10/05/2022
Type: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 a daily and Sunday subscription to the Times with a long history of home delivery problems. Now the paper has ceased to arrive at all. I have contacted the Times repeatedly. The Times has said for 6 weeks now that it is working on the problem.Business Response
Date: 10/06/2022
*** ********* * ********
******** ************
***********************
*** **** ** **** * *
******** ** *****
******* ****** **************
******* *******************New York Times Acct#: *********
Please accept our sincere apologize for the delivery issues. We have contacted our distribution partner and received confirmation that they will look into the matter and work to have it resolved moving froward.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:10/04/2022
Type: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.
After I decided to cancel my subscription to the New York Times, I requested the company delete my personal data. The company first refused to do this because they have an unconscionable policy by which they claim to only honor personal data deletion requests by ********** residents. After I followed up and insisted, the company delete my personal data, the company assured me that they would. I have a copy of the chat transcript as evidence of this. Nonetheless, months later, the New York Times added me to a newsletter distribution list that I did not sign up for. When I followed up to ask that the company confirm that they had deleted my data or provide me with a copy of my data that they retained, the agent referred me to their pointless website that simply rejects all requests except for those from ********** residents.Business Response
Date: 10/06/2022
*** ********* * ********
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************** *****
******* ****** **************
******* ***********************************************Please be advised that this complaint has been resolved. We were able to locate the customers email address and can confirm it is now completely disabled and no more solicitations will be sent.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 10/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business wrote that the account has been "disabled." I requested my data be deleted. The New York Times has lied about deleting my data before and it is concerning that they will not forthrightly say that they have done so here.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** **
Customer Answer
Date: 10/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:For the third time in this process, the ******** **** is refusing to delete my data. They are deiberately equivocating and refusing to either delete my data or admit that they cannot or will not delete my data. I am not asking to be placed on a do not contact list. The New York Times has demonstrated thay it does not abide by its own do not contact lists. I am asking for the conpany to delete my data, such that it no longer retains any of my data, including my email address
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Business Response
Date: 10/19/2022
*** ********* * ********
******** ************
******** **
*** *********** **** *
************** *****
******* ****** **************
******* ***********************************************The customer information has been removed from our marketing database.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:10/04/2022
Type: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.
It has been impossible to cancel my online subscription that is costing $12.22 per month. There is no only portal for cancellation. The ** Times online chat service says to call a support number. The support number has either kept me on hold for 30+ minutes, or has disconnected me after 10+ minutes on hold. This has dragged on for multiple billing periods.Business Response
Date: 10/05/2022
*** ********* * ********
******** ************
***********************
*** ********************************
********* ** *****
******* ****** **************
******* *********************Please be advised that we are unable to locate a duplicate account in our system with the information provided. The only Basic Access subscription found under email address ********************* was cancelled back on 8/26/22. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 10/05/2022
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:10/03/2022
Type: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' had canceled a digital subscription of the New York Times before August 22nd 2022 and was charged $17.00 on August 22, 2022 I' called The New York Times and spoke with *********************** on Sept 7th 2022 to resolve this issue it has not been resolved. On Friday Sept 23,2022 I, spoke with ************** about another $17.00 charge on Sept 17th, ************************************************************************************************************************************************ are confused about this. The NewYork Times needs to correct this problem. These specialists both asked if I, had more than one account I' told them clearly both of them more than once I, only had on email and one account. I' believe this to be a legal issue of not being above the board they have all my information including a recorded transaction on August 22, 2022 from my account, not including the most recent of Sept 17th 2022. **********************************************Business Response
Date: 10/05/2022
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*************** ** *****
******* ****** **************
******* ********************Please be advised that this complaint has been resolved. We were able to locate a Basic Access subscription under email address ***********************************. It has been cancelled and the $17 charge refunded back the credit card on file, as a onetime courtesy.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 10/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here] There were two transactions for $ ***** not one.
1st transaction 08 22, 2022 $ ***** the second 09 17, 2022 $ *****.
Please update your records to reflect the two transactions remember
remember both of these transactions took place after I, canceled my
subscription I' called twice once for the first and the second time for another
it was irritating to me that I' had to go through this twice with no apology on
The New York Times.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business Response
Date: 10/11/2022
*** ********* * ********
******** ************
***********************************
*** ********************* *
*************** ** *****
******* ****** **************
******* ********************
*We would like to apologize for any inconvenience, and can confirm an additional $17 has been refunded back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Initial Complaint
Date:09/26/2022
Type: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.
Last year I noticed I had been being charged for an online subscription after I had cancelled months before. This charge was about $17 every month. I called and had my account cancelled again and all charges were refunded. This has AGAIN happened and now have two random charges on my account, I have absolutely zero emails either time, no receipts for this purchase sent to me, would not have noticed if i didnt just now bc there was no reason or expectation that my DIFFERENT card that was not on file w my account would be charged. The charge on my account shows a reference to the last four digits of a cancelled card that has been closed w my bank months prior to these new charges. I have no idea why I would be charged monthly for a service I cancelled and closed a year ago. Seems like a scam! I called and asked for a refund and they said someone would call me back from billing within 2 business days but it is a Saturday now, so who knows how long this issue will take to resolve and my credit to my bank from fraudulent charges to be returned. The fact that I have had to do this now multiple times is ridiculous, and for a service I do not use nor do I know anything about! The customer service agent was great, but i have to still wait for this issue to be resolved and my money returned!Business Response
Date: 09/27/2022
*** ********* * ********
******** ************
***********************
**** *****************
************ ** *****
******* ****** **************
******* *********************************Please be advised that this complaint has been resolved. We were able to locate a Basic Access subscription under email address ***********************************. It has been cancelled and the 2 last charges refunded back the credit card on file, as a onetime courtesy.
Best Regards,
*****************************
**** ******** **********
*** *** **** ***** *** ************** *** ***** *** ** *****Customer Answer
Date: 11/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
************* ************
***** *********************** ***********************************
***** ******** ******* *** **** **** **
*** ***** ********** ***********************************************
******** ********* ** * ********
No resolution!
They have not refunded any of my charges and have had the run around for a month, keep saying my bank was decking them when my bank said there has been nothing and they do not decline credits. They didnt even had my current card on file even though it had been being charged?? But they couldnt refund it until I updated it with them TODAY. I also was continuously charged monthly just days after my account was CLOSED in Dec 2021 and they refuse to refund anything other than the last three charges bc their system does not allow more than that!? HORRIBLE, this is a subscription scam! Theres some secret apple email that was created that was being charged! I had to go on a **** for the rep to even find it! I want a full refund for all charges after Dec 2021! SCAM
******
Sent from my iPhoneIn order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 11/17/2022
*** ********* * ********
******** ************
***********************
**** *****************
************ ** *****
******* ****** **************
******* *********************************Unfortunately, the refunds were rejected by the credit card company, so we went ahead and issue a check refund for $178.20, that should be received by the customer within the next 21 days.
Best Regards,
*****************************
**** ******** **********
*** *** **** ***** *** ************** *** ***** *** ** *****Initial Complaint
Date:09/26/2022
Type: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 repeatedly been charged for a subscription to The New York Times that I do not have and have contacted them twice about disputing and removing the charges. They insist that they do not have an email on file for my account, despite that I received a confirmation email in November of 2020 to set up my password and confirm my account. There is also an account through Apple set up when I go into the New York Times app. My husband contacted the company in April 2021 because they continued charging us monthly for a subscription we did not have. They claimed to have no email on file but were able to locate the charges using the debit card information and claimed the charges would stop. They started back the next month and have continued, with the latest being on September 6th, 2022. The charges have ranged from $4 to the latest being $18.15. I called their customer service again today, September 26th, and was told they do not have an account for me but were able to locate the charge using my debit card information like before. They forwarded the claim to billing. The billing representative now claims they do not have the information, cannot stop the charges and cannot provide a refund for the $150 they have fraudulently withdrawn from our account. The charges are not from a scam and are clearly coming from The New York Times. I provided them the direct charge information from my banking statement and everything. They are refusing to stop the payments and refusing to provide any assistance.Business Response
Date: 09/27/2022
*** ********* * ********
******** ************
*********************
**** *****************
************ ** *****
******* ****** **************
******* *********************Please be advised that we are unable to locate an account in our system with the information provided. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** *** ************** *** ***** *** ** *****
Customer Answer
Date: 09/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They continually deny any responsibility and provide conflicting information. I am able to log into an account using my information, but there is no active subscription listed through the account. Two different agents (in April of 2021 in then on September 26th, 2022) have admitted to locating an account using my payment information, but as soon as they forward that information to someone else in the organization, they claim no account is found. The payments are not going through Apple iTunes. If they were, they would show as iTunes on my bank statements. I pay for a Paramount+ subscription through iTunes, and it shows as an Apple iTunes charge, not a Paramount+ charge. The charges I am disputing show up as going directly through the New York Times. I am not asking JUST for the payments to stop since I am not receiving and do not want the service, but also for the $150.52 they have wrongfully taken from me to be refunded as well. The company continually makes no attempt to quit taking payments without permission, they simply say they can do nothing despite the payments coming through them.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 10/12/2022
******** ************
*********************
**** *****************
************ ** *****
******* ****** **************
******* *********************Please be advised that we have conducted a thorough search with information provided and still unable to locate the subscription. The only other recommendation would be for the customer to contact the credit card ********************** and dispute the charges and block any future charges.
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Please be advised that we are unable to locate an account in our system with the information provided. It is possible that a subscription was also purchased through Apple iTunes and the customer will need to contact them directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** *** ************** *** ***** ************
*** ************
**********************************************************
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