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.
- 64 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: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 found out recently that a subscription I had started two years ago has been billing me consistently every month since that time despite my having ended the subscription two years ago. The last billing came in this month. I found out this information 48 hours ago when I logged into my PayPal account for an unrelated issue. I have not accessed The New York Times since 2 years ago and I do not want to hold an account with them and I do not want an ongoing subscription I had already ended. I have also never accessed any articles in this subscription in all these 24 months so I am requesting an immediate refund. I called customer support two days ago on august 19, 2022 and spoke to a representative who said I would have to speak to a supervisor to end my account.
Business Response
Date: 08/29/2022
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.Customer Answer
Date: 08/30/2022
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]
My Paypal account has been charged monthly for this paper. I want my account CLOSED. ****************** should be associated with the account and the phone number ************. CLOSE MY ACCOUNT!!!!!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Business Response
Date: 02/13/2023
I received your message regarding the complaint below. It was resolved on 11/17/22 and the customer should have received the $100 refund check by now. Please let me know if anything further is needed.Customer Answer
Date: 02/13/2023
Better Business Bureau:
They still did not 100% reimburse me but I give up. ****** was not in full.
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:08/05/2022
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 the 27th of June 2022 I called The ** Times to cancel my digital subscription. After giving the customer rep my email address and credit card info I was informed that they could not cancel my subscription since there was no record of an account under that email address. The rep then recommended that I contact Apple to see if the subscription was purchased through iTunes. I contacted Apple but they could not find any record of my purchasing a ** Times subscription through them. In the meantime I received my credit card **** and am still being charged $17 a month by the Times so once again I called the Times around the 26th of June and basically got nowhere with their customer rep. I just dont understand how the Times can continue to charge me monthly on my credit card when according to them there is no record of them having an account under my email address which is why I am filing this complaint in the hopes this situation can be resolved once and for all.Business Response
Date: 08/10/2022
Please be advised that this complaint has been resolved. With the customers help we were able to locate a Basic Digital Access subscription under email address ***************** and it has been cancelled.
Best Regards,
*****************************
Care Business Specialist
Customer Answer
Date: 08/10/2022
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,
***********************
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.