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:03/24/2025

  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 need to cancel an online monthly subscription to The New York Times which I am no longer using. The newspapers website represents that I can cancel online at Accounts, but there is no option to cancel at Accounts There is an option to ******, but that option deletes data. The option does not cancel my subscription. I have found no way to cancel on line, which is purported by the newspaper to exist. This is a scam by the newspaper to continue billing me. I have tried two New York Times telephone numbers purported by the New York Times website to be available for cancellation, but they did not ring during the hours represented by the newspaper to be business hours. This is a scam by the newspaper to continue billing me.

  

  Business Response

  Date: 03/24/2025

  In researching the concerns presented, we found that this Customer had an account that was created under a different email.
   
  In response to this complaint, we spoke with this customer on 03/24/2025 and relayed the above findings. We assisted with processing a cancellation on the subscription and extended a courtesy refund for a portion of the incurred charges.

  Customer Answer

  Date: 03/26/2025

  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:03/21/2025

  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 recently moved and asked to change my weekly newspaper delivery address. At the time, my subscription was on hold so they told me they couldn't change the address until that hold expired. I asked if I could cancel my current subscription and set up a new one so I could receive my weekly delivery sooner and was told that would work. On my past subscription, I had a balance of $89.25 they said I would receive as a refund. I have never received this despite speaking to them all these times:January 26 - initial call to set up new subscription and was told my refund was $89.25 February 7 - was told my refund was actually issued this time Confirmation # ********** February 26 - was told "supervisor approved the credit"Confirmation #********** March 7 - was told "there was a glitch in the system and everyone else did it wrong"Confirmation # **********

  

  Business Response

  Date: 03/24/2025

  Hello,
  Please be informed that this complaint has been resolved. We have thoroughly researched the matter and provided the customer with a comprehensive breakdown of their account transaction history. As a courtesy, we have issued the requested refund to the subscriber. We have also encouraged them to contact us directly should they have any further questions or concerns.
  Best regards,
  

• Initial Complaint

  Date:03/07/2025

  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.

  On the morning of March 3rd, my bank called me to ask if a charge was fraudulent. When I called them back, I found out they'd flagged the monthly bill from the New York Times. I told them it was fine and they cleared it.I then called the New York Times and told them they could rerun the charge now. The man told me it would take 1-3 business days to process.On Wednesday, the New York Times website began demanding i give them a new card number. I only have the one card. I don't know why they are doing this to me.Their customer service email has an auto reply stating that *** no longer checks it. Their phone people are clearly useless. What am I supposed to do?The *** started this mess by somehow setting off my bank's fraud alert system. This is on the New York Times to fix.

  

  Business Response

  Date: 03/10/2025

  In researching the concerns presented, we found that this customers auto-renewal failed on 03/03/2025 and 03/05/2025 due to an issue with the bank. In response to this complaint, we spoke with this customer on 03/07/2025 to assist with updating the payment information, which cleared 03/08/2025.

• Initial Complaint

  Date:03/04/2025

  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 ended up with two subscriptions to nytimes. I called and canceled them. I have noticed that NYTimes was billing me $20 a month. After checking my accounts history I have been billed $17 from Feb 2023 until May of 2024 and $20 from June to February 2025. The actual date for each transaction varies. 3-23, 2-24 and 1-25 two payments occurred for these months.I called NYTimes in ***** to cancel. They told me they couldnt find my account. Their first response was for me to call my bank and have them call NYTimes to cancel! Seriously! I was being charged monthly sometimes twice a month for an account I cancelled. I tried several times to cancel.Finally on 2-28-25 they found it. But second ***** was not very understanding and or sympathetic about me bring charged for something I cancelled several times. To cancel this acct I needed access to an unsubscribe button. The only way to cancel is to stay on the phone until someone gets almost all of your credit card info to locate it. It didnt even show up in purchases from iTunes. No where to unsubscribe or cancel.NYTimes did not make this cancellation easy for me and other people. I feel they buried the options to do just that and when calling you have to give sensitive information about your credit card. Almost giving the complaint department your full credit card account number. Plus for three different months I was billed twice a month. And their payment date is not on the same day every month leading to more confusion that the transaction gets buried. I called and cancelled I want a refund. When I called to cancel they couldnt find my account and said I didnt have an account with them. I argued why am I still being charged monthly. No acct but charged $17 and $20each month. I have uploaded screenshots of customers who had issues like mine. They couldnt find this second account on their records nor could I find it on apples purchases. This account was billed and buried deep and not even NYTimes *****s found it.

  

  Business Response

  Date: 03/10/2025

  In researching the concerns presented, we found that this customer had two accounts created under two different email addresses; where only one account had an active subscription. In response to this complaint, we spoke with this customer between 03/05/2025 and 03/10/2025 and relayed the above findings. We assisted with processing a cancellation on the active subscription and extended a courtesy refund for a portion of the incurred charges.
  

• Initial Complaint

  Date:02/26/2025

  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.

  The New York Times refused to return my payments ($150) for a six month period when I had not ever logged in or used it's service. It clearly tracks that info but claimed "they don't know that info". ********   It had increased it's monthly fee to an egregious fee of $25 a month.

  

  Business Response

  Date: 03/10/2025

  We found that our team canceled the 'All Access' subscription associated with the users email as requested. No additional charges for this subscription will be incurred. However, no credits or refunds will be issued for this account, as stated in the terms agreed upon at the time of purchase. Our terms of sale state that subscriptions are non-refundable. This policy is in place because access to our digital content is granted immediately upon purchase. We also provided clarification on the change in rate, which occurred at the end of a promotional rate. The rate change was disclosed to the user and agreed upon when the promotional offer was initially accepted.
  Making contact with the Customer was unsuccessful, but we attempted to reach out on 2/27/25, 03/05/25, and 03/07/25 before closing the interaction on 3/10/25. We remain available to provide any additional assistance or clarification needed should the user reach out to us.

• Initial Complaint

  Date:02/25/2025

  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.

  I pay for physical delivery of the New York Times on Saturday and Sundays. I have been a subscriber for about two months now. Every week, without fail, the papers have been delivered together, on Monday rather than Saturday and Sunday. The company has been gracious enough to refund my $5 every week when I call customer service or report the papers as late through their delivery service portal, however after numerous attempts at escalation, I get the same response every time. Theyre working on it. I'm tired of waiting and calling. I just want the service I'm paying for. I want a paper on my door on Saturdays, and I want a paper on my door on Sundays. Two papers days late is not what I pay for. I had to submit a complaint via their "Report a story to the newsroom" form just to get an email from them, despite them saying they would follow up via email every time I called. Attached find first and last invoice.

  

  Business Response

  Date: 03/11/2025

  We are currently working with this subscriber to get their delivery issues resolved. We've asked that they reach out directly to us with any additional concerns as their delivery issue is still being investigated.

• Initial Complaint

  Date:02/21/2025

  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 only paid for *** games package. Then all of a sudden I was charged $273 for a full year of the paper. I did not order it. I do not want it. I want a refund.***** ********

  

  Business Response

  Date: 02/28/2025

  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 account transaction history and, as a courtesy, provided the subscriber with the requested refund. We also asked that they contact us directly with any further questions.

  Customer Answer

  Date: 02/28/2025

  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:02/13/2025

  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 had a subscription to The Athletic, an entity of The New York Times, which I cancelled. I received the cancellation confirmation email on January 5, 2025. However, on January 11 and February 8, 2025, I was charged full subscription fees.I contacted The Athletic through its Contact Us portal on February 11 detailing the issue. The same day, ****** responded to me via email with a message that had no relevance to my issue detailing how to cancel a subscription. When I responded that the information was not helpful, ****** apologized and stated, and confirmed, an active account cannot be found for me but offered no resolution. My final response included my email address and method of payment.On February 12, I reached out to ****** again and received no response and no refund.

  Customer Answer

  Date: 02/17/2025

  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:02/11/2025

  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 January 31 I subscribed to the New York Times- for twenty dollar a month - I saw the charge run through my credit card - and they sent me a confirmation email - they did not deliver the first paper until yesterday- they then tried to charge another 20 dollars within one week - I wake to make sure Im not being charged twice ?The paper was delivered on time and well - Im very pleased with my subscription

  

  Business Response

  Date: 02/19/2025

  Hello,

  Please be advised that this complaint has been resolved.  We have reviewed the account and confirmed with the customer that the credit card on file has not been charged.  We also updated the bill cycle per his request and asked that he contact us directly with any further questions.

  Customer Answer

  Date: 02/20/2025

  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. Yes - they originally charged my card and then reversed it. As per our agreement = i will now pay quarterly beginning March 1. 
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2025

  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.

  Since June ************************************************************ Times subscription. I have had to get a new debit card from my bank twice due to this and now I just found there are more charges on my new card. When I called NY Times to complain they confirmed the name and address do not match. Then I spoke to a supervisor and found out more than one account was setup fraudulently with my debit card. NY Times needs to be held responsible for not doing more to make sure the credit cards are not stolen. They are not doing enough and this is extremely frustrating.

  

  Business Response

  Date: 02/20/2025

  In our investigation of this issue, we were unable to locate the accounts and transactions in question. In response to the complaint, we contacted the customer via email on 02/10/2025 to acknowledge their concerns and ask for additional information to help locate any accounts created with their credit card without their approval. Follow up communications sent on 02/14/2025 and 02/19/2025 were not responded to by the customer.
  
  We remain available and willing to assist should the customer have any further issues or concerns.