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
- 225 total complaints in the last 3 years.
- 61 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:09/20/2022
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 had a New York Times basic subscription for many years, and decided a few months ago to cancel the subscription. In March, I decided to suspend the account and see after a couple of months if I wanted to keep it. In May, when the subscription resumed, I decided to cancel. My understanding, is that the subscription to the Basic Access was canceled, while retaining a subscription to NYTCooking. However, their website was unclear as I thought I had canceled following the suspension. In fact, the account was suspended again for two months and billing resumed in July, unbeknownst to me. I was billed $17 in July, August, and finally September (today, 9/18) and finally noticed that this was a charge for the basic subscription and not just the NYTcooking that I thought I kept. I immediately reached out to NYT customer support where a very unhelpful agent named ***** did not answer my questions, cancelled my service, and then ended the chat without asking if I needed anything further. The next agent I chatted with was more helpful, but did not resolve my requests for a full refund for the months of July, August, and September.It is egregious that it is required to contact a NYT agent directly to cancel, and the website is confusing and unhelpful to clearly outline this. I thought I had canceled in May. I have not read or used NYT since then, and would like to be refunded for these months I was unaware I still had the service. I would like NYT to create a more clear pathway to cancel subscriptions without talking to someone in person, as this is a shady tactic for retention. This is a newspaper subscription, not a health insurance policy! There is no legitamit reason to make it so difficult to cancel. After years of dedication to this publication, I am considering cancelling the NYTcooking subscription as well, considering how awful this experience was.
Business Response
Date: 09/22/2022
*** ********* * ********
******** ************
*************************
*** *********
******** ** *****
******* ****** **************
******* *******************************Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm the Basic Access subscription has been cancelled and $51 refunded back to Paypal.
Best Regards,
*****************************
Care Business Specialist
The New York Times *** ************** *** ***** *** ** *****
Initial Complaint
Date:09/16/2022
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.
Hi I have been trying to get ahold of someone on chat email phone to cancel my subscription since DECEMBER 2021. The chat always says someone entered then exits, phone I get hangup on. PLEASE CANCEL MY SUBSCRIPTION AND REFUND ME!!!!!!!!!!Business Response
Date: 09/19/2022
Re: Complaint # ********
Customer Information:
*******************************
*** ********* *** **
********* ** *****
******* ****** **************
******* **************************Please be advised that this complaint has been resolved. With the customers help we were able to locate a Cooking subscription under email address *******************. It has been cancelled and a full refund issued back to the credit card on file as a onetime courtesy.
Best Regards,
*****************************
Care Business Specialist
The New York Times *** ************** *** ***** *** ** *****
Initial Complaint
Date:09/14/2022
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 directed the New York Times to suspend delivery of the newspaper at my home at ************************************************************ for the period from Sept. 7, 2022 through September 30, 2022, but the newspapers keeps being delivered every day. I have called the New York Times many times about this and each time I am assured that they have my directions in their file, that they apologize for their error and that delivery will be stopped immediately. Yet the newspapers keeps being delivered every morning. This must stop now. and thatBusiness Response
Date: 09/19/2022
Re: Complaint # ********
Customer Information:
*************************
*** **************** **** **
********* ** *****
******* ****** **************
******* *************************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 make sure no more papers are delivered to ********************************************************************* until 9/30/22.
Best Regards,
*****************************
Care Business Specialist
The New York Times *** ************** *** ***** *** ** *****
Initial Complaint
Date:09/12/2022
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.
I am trying to cancel a digital membership with the ** Times. I emailed and received a message that I could not cancel by email. I used their chat and was informed they could not cancel my subscription because they couldnt locate my account. I called on the phone and was told my account does not exist therefore I cannot cancel. This is getting absolutely ridiculous. Every month they charge my paypal account but all of a sudden they cant locate my account? How is that possible? I want a refund for the September payment they took and I want my account canceled immediately. Furthermore, I dont see why I cant email a cancellation, but I guess thats besides the point now. If you could help me resolve this I would greatly appreciate it. Thanks. ****** ******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 last charge refunded back to Paypal.
Best Regards,
*****************************
Care Business Specialist
The New York Times ********************************************************** *****Customer Answer
Date: 10/03/2022
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:09/09/2022
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.
I continue to be charged for a monthly subscription to which I do not have access. I called multiple times and provided all of my credit card information along with all of my email addresses to show that I did not have a paid subscription. They said unless I can give them an account number or email address that I signed up with they cannot help me. So they will continue to charge my card $17 every month even though I do not have access to their services. The rep escalated to their supervisor but the response was simply that it's my problem to solve with my credit card company. I have a record of the recurring charge in my Chase credit card statements.Business Response
Date: 09/12/2022
*** ********* * ********
******** ************
***********************
************ ****
******** ** *****
******* ****** **************
******* *******************
*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 last 3 charges returned to the credit card on file.
Best Regards,
*****************************
**** ******** **********
*** *** **** ***** *** ************** *** ***** *** ** *****Customer Answer
Date: 09/12/2022
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:08/29/2022
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 subscribed for the online gaming subscription for $1 a week on July 25th and cancelled it shortly after because I wasn't using it and it wouldn't stop sending me notifications even though my settings were set not to receive notifications. I cancelled through the website. One of the pages in the process was trying to get me to extend my subscription at a lower rate but I declined all offers and continued cancelling my subscription. Today, I see that I was charged on August 25th for another month of services. I chatted in and spoke with an agent named ******. He cancelled my subscription but refused to give me a refund letting me know that I can still enjoy the benefits that I clearly didn't want since I already cancelled them. He was not very understanding or empathetic about the situation at all and basically said I never cancelled. He kept sending me the Terms and Agreements which doesn't address my issue of cancelling but still being charged. This is very disappointing.Business Response
Date: 09/12/2022
*** ********* * ********
******** ************
***************************
**** ********* **** *
********** ** *****
******* ****** **************
******* *************************Please be advised that we are unable to locate a subscription in our system with the information provided. We have reached out to the customer to provide the first 6 digits and last 4 digits of the credit card being charged, as well as the last amount and date charged, so we can investigate further, but havent heard back as of yet.
Best Regards,
*****************************
Care Business Specialist
The New York Times *** ************** *** ***** *** ** *****
Initial Complaint
Date:08/24/2022
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.
On or about 5/9/2022 I ended my home delivery service with The ** Times due to their inability to deliver a paper to me. This occurred 3 out of 6 home deliveries for 4 weeks. I cancelled the service due to the poor delivery and did not receive any other service. I was refunded my monthly billing charges but have been referred to a collection agency. I do not owe any money to The ** Times and I wish for them to immediately stop collection proceedings on an invalid $20 bill that is said I owe.Business Response
Date: 08/29/2022
******** ************
*************************
**** ******** **
********* ** *****
******* ****** **************
******* ***********************************New York Times Acct#: *********
Please be advised that this complaint has been resolved. We can confirm the account is cancelled, $20 balance credited and the account was removed from collections.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** *** ************** *** ***** *** ** *****
*** ************
**********************************************************Customer Answer
Date: 08/29/2022
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:08/22/2022
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.
Since November of 2020 I have been trying to cancel my New York Times subscription. I first sent an email. The responder did nothing but continue to ask me about information that was already in the original email. Then they just ignored me. I tried to go on line and cancel it could only received message that there was technical difficulties at this time. Finally, I spent 49 minutes on the phone with the customer service agent cancel the subs option but only gave a $30 refund.Business Response
Date: 09/08/2022
Please be advised that this complaint has been resolved. We would like to apologize for any inconvenience and can confirm the Basic Digital Access subscription has been cancelled and we are in the process of issuing a refund in the amount of $330.00. Unfortunately, due to PayPals policy to not refund charges over 180 days old, we have to send the customer a Manual Check, which should arrive within 21 days.Initial Complaint
Date:08/22/2022
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 been charged for two digital only accounts. One was $17 every four weeks. When I requested a lower price apparently they started a second account. And without my authorization they were deducting from my bank account. I am requesting a refund for all the months I was charged $17.Business Response
Date: 08/31/2022
Re: Complaint # ********
Customer Information:
*************************
*** ************
********* ** *****
******* ****** **************
******* **************************Please be advised that this complaint has been resolved. We were able to locate a Basic Digital Access subscription under email address **************************. It has been cancelled and the last 4 charges totaling $68 refunded back to the credit card on file.
Best Regards,
*****************************
Care Business Specialist
The New York Times ******************************* *** ***** *** ** *****
Customer Answer
Date: 09/04/2022
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,
*************************
Customer Answer
Date: 09/28/2022
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 not received the agreed upon settlement credit. Please credit my account.
Thank you
*************************
**************************
************
Sincerely,
*************************
Business Response
Date: 09/29/2022
Re: Complaint # ********
Customer Information:
*************************
*** ************
********* ** *****
******* ****** **************
******* **************************We can confirm the refunds were issued back to **** Card ending in **** on 8/22/22, and recommend the customer check with his credit card **********************.
Best Regards,
*****************************
Care Business Specialist
The New York Times *** ************** *** ***** *** ** *****
Initial Complaint
Date:08/22/2022
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.
I responded to a 12-week Sunday-only delivery promotion. At the end of the period I canceled the subscription in writing. ** Times cashed the check that accompanied the cancelation, but did not cancel delivery.When the newspaper kept coming, I contacted the company online. The ** Times representative in the online chat said the company does NOT accept written cancelations. But the person agreed to void the bill.After I was billed $20 again, I wrote the company, including screen shots of the chat. The response was crickets. Now its been turned over to collections.I have an online subscription, thats just great. But dealing with the print side is h*** They dont read their mail and they dont respond to letters.Business Response
Date: 08/29/2022
******** ************
*************************
** ********
********* ** *****
******* ****** ***********
******* *************************************
*New York Times Acct#: *********
Please be advised that this complaint has been resolved. We can confirm the account is cancelled and the $20 due removed to reflect a 0 balance.
Best Regards,
*****************************
Care Business Specialist
*** *** **** ***** *** ************** *** ***** *** ** *****
*** ************
**********************************************************Customer Answer
Date: 08/30/2022
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,
*************************
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