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:02/07/2025

  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.

  I had a News Basic subscription that was $1 per week since 2019. In January 2025 this subscription was canceled by NY Times for non payment. The card I had on file was stolen so the bank issued a new number and, in the midst of changing my card number on file with dozens of businesses, I did not remember to update the card on ****************************. I called to update my card but the subscription has already been canceled and they will not give me back my $1/month ********** subscription. They keep offering me either $4 per month News Only for the first year (then $17/month) or $4 per month All Access for the first year (then $25/month). I cannot afford these as Im on a fixed income. I just want my old $1/month ********** subscription back but they refuse to let me have it. This is extremely unfair since the subscription was canceled through no fault of my own (my credit card was stolen). Please enable me to get my $1/week (with no increase in a year) ********** subscription back.

  

  Business Response

  Date: 02/12/2025

  In researching the concerns presented, we found that the customer had difficulty updating the payment method on their account due to having two subscriptions purchased through different methods: one through ***** and one through the *** website. Subscriptions purchased through ***** can cause an issue with updating the *** subscription. Since the payment was not updated in time, the customers subscription was cancelled. 
  
  The customer contacted us on 02/07/25 via chat and was informed that the issue was occurring due to the separate billing methods of the subscription and was directed to cancel the ***** subscription to fix the issue. However, the customer should have been offered alternate solutions as well, including directing to call in and see if a phone agent would be able to assist with pushing the cc update through.
  
  In response to this complaint, we spoke to the customer between 02/10/25 and 02/11/25 via email and phone. We relayed the findings above and assisted the customer in resubscribing to a similar rate to what they had previous to their subscription cancellation. 

  Customer Answer

  Date: 02/13/2025

  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:02/05/2025

  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 have been a subscriber to the New York Times home delivery service for many years, both during my 27 years here in ** & previously in **. There have been sporadic issues, but since Sep 2024, repeated delivery problems occurred (missing sections/missed issues/late delivery), ramping up in Dec. When problems occurred, I would make use of the "Problem" reporting option on their website/app, asking for credits. I've been in touch w/a CS **** *******, off/on since Nov 2024 (she reached out to me) & was asked to be patient. Prior to Jan 2024, their stated delivery time was 7:30 am; it has recently been changed to 9 am & I was asked to honor that time, which I have done. Since 1/1/25, I have not received 15 days, received the Wall St Journal once (?), and only received other days twice before the stated 9 am. I was finally advised yesterday that they have been changing delivery services - finally an explanation, but not acceptable. Yesterday & today I received emails from ******* stating, "I have received confirmation from our regional manager that, unfortunately, if there are continued reports of missing or late papers, we may have to suspend your subscription." (That is a direct quote!) I did not receive the paper today, so why is it a problem to report that?! I find it interesting that they consider threatening a customer an effective customer service tactic. Please note their Terms state they can cancel my subscription for any reason, w/ or w/o notice, at their sole discretion. I prefer the print edition and am paying for this service, which I am not receiving. I have asked to be contacted directly by phone, which has not occurred. Obviously, w/27+ years of subscription, I'm a loyal customer, but @ this point a disappointed & frustrated one. Yes, I can read the *** online, but as a senior, the print edition is my preference, & one I'm willing to pay for. WHAT CAN I DO???? **** pd noted below is 12/8/24-2/2/25 - actual cost should've been $242 before credits.)

  

  Business Response

  Date: 02/13/2025

  In researching the concerns presented, we found that the customer had a Home Delivery subscription that has been experiencing chronic missed and late papers recently.

  We have been in contact with the Regional Manager for their area to look into the cause of these issues and find solutions to improve their delivery issues.

  In response to this complaint, we spoke to the customer between 02/07/25 and 02/13/24 regarding the delivery situation. We are still in contact with the customer regarding the chronic delivery issues they have been experiencing and are committed to continuing to assist the customer until the situation improves.

• Initial Complaint

  Date:02/03/2025

  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 was charged for two duplicate all access accounts for 8 months ($210.64) since July 20, 2024. I believe it was an automatic renewal on an old account, but I received very limited communication at the old email address associated with the unknown account (2 emails for all of 2024), where as I receive daily communications on the account I was aware of (4-5 a day or more). I also was notified through the old email of a class action settlement regarding the New York Times company for automatic renewals on accounts through June 2, 2023. After speaking with customer service, they are refusing to refund the $210.64 and have only offered to refund one month charges.

  

  Business Response

  Date: 02/13/2025

  We have reviewed our records and confirmed that the customer had two accounts which were activated and accessible via two different and unique email addresses. 

  
  We spoke to the customer on 2/05/2025 and confirmed that the account associated with her "old" email address has been canceled as of 2/02/2025, at which time a courtesy refund of two billing cycles worth of charges had been processed. The customer was advised that no additional refunds will be provided for this matter. Further, the customer was referred to the Claims Administrator for questions regarding the notification of a class action settlement she received via email.

• Initial Complaint

  Date:01/21/2025

  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 wife subscribed a gift for me of NYTs back in Jan 2023.. As I seldom check ******, I had no idea **** had continued a subscription. *** did not notify me of this and continued charging me for over a year without my consent. In his period, I did not use/read the **** I have had progressive cognitive problems, and I haven't been able to read at all in the past year. When my wife went through my accounts recently, she discovered all of the charges from NYTs through my ****** account. We immediately disputed through ****** ********************** and contacted the ***** They were completely dismissive, and refunded only Nov 15, Oct *************************************************************************** use, in the amount of $753.66. I expect a full refund.

  

  Business Response

  Date: 01/31/2025

  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. As a courtesy, we provided a refund and also asked that they contact us directly with any further questions.

• Initial Complaint

  Date:01/07/2025

  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.

  I was very clear and canceled my online membership. They canceled it, but then 3 months later they started charging me again at a higher rate.I did not authorize the reinstatement of my membership. I was not notified. This is the second time this happened. They are manipulative and take advantage of holding my credit card.I'm working through my credit card, but I need them to stop doing this.This happened one other time. They raised the rates without notifying, I cancel it, but then they reinstate it without letting me know and it's hard to notice it if I'm not reading my credit card statements. They manipulate the relationship between me and my credit card company.I would like to completely cancel my membership permanently with them until I see otherwise, not until they sneak on the line and charge my credit card company without my explicit request to do so.

  

  Business Response

  Date: 01/09/2025

  Hello, 

  Please be advised that this complaint has been resolved.  With the customer's help, we were able to locate the News subscription and can confirm it has been cancelled and the last 3 payments refunded back to *******

• Initial Complaint

  Date:12/30/2024

  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.

  Re: Account #*********; ******* ****** ****, Digital NYT Subscription, All Access -- Unable to Update Credit Card as new payment method. Message 12-30-24 1:15 pm Dear Better Business Bureau: This is my complaint against the New York Times, and its ****************** about my subscription. I have tried to update my payment methods in 7 calls to customer service. I have tried to update the payment method online 4-5 times. The new credit card is not accepted because there is a credit not yet processed internal to NYT billing system. I am 5+ hours into trying to solve it. I wait 45 minutes before each call. When the ************ Service operator comes on, they take my new card and then tell me it cannot upload -- even though the credit card is valid -- because the **************** has not processed a refund. Then I get daily notices my digital subscription will be canceled due to failure to update a new payment method. I have several credit cards I can give -- but NYT won't accept any of them.The ************ Service operators are giving me no way to resolve it. My digital subscription is facing cancellation. *** will not give me to higher level manager to talk to or to a billing department person Who can I talk to? Why should I have to spend 5+ hours to pay a bill to renew?******* ****** ****, ******************************************************************** *************************** *************

  

  Business Response

  Date: 01/08/2025

  In researching the concerns presented, we found that the an open transaction on the customers account was preventing the ability to update the payment method on the account.
  
  In response to this complaint, we reached out to the customer between 12/31/24 and 01/06/25 via phone and email to assist with the issue. We closed the transaction that was preventing the customer from being able to update their payment method. As of 01/06/25, the customer was able to update the payment method on their account.

• Initial Complaint

  Date:12/24/2024

  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.

  On Oct 23 the New York Times sent an email titled "Your subscription will be renewing" and including the following language:"AUTOMATIC RENEWAL REMINDER "Your payment method is currently charged automatically in advance at the rate of $4* every 4 weeks. This rate is subject to change. Should a change occur, you will be notified in advance. If you have already recently received a notice about a rate change, that updated rate will take effect as stated in that notice."Your subscriptions renew automatically and continue until you cancel."So I assumed I would get a notice before my subscription rate would change. I got no such notice. This morning my $4 rate was instead charged at $25.12. I called immediately to cancel and get a refund. They cancelled my future subscription, but claimed it was impossible to offer a refund for the $25 already charged, even though that charge just happened this morning.I tried to take a screenshot of my ****** payment, but ****** blocks screenshots. My email address and phone number should be linked to my account.The poor man I talked to who canceled my account sounded so sad when he told me he could not refund my money; I'm sure they get harassed and yelled at constantly for these terrible business practices.

  

  Business Response

  Date: 12/24/2024

  We have received the customers complaint and will thoroughly investigate the matter. Our team will reach out to the customer to ensure we achieve the best possible resolution.
  

• Initial Complaint

  Date:12/13/2024

  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.

  Cannot cancel subscription- I have emailed 3 times, called multiple times- they put you on hold and no one ever comes to the phone or calls you back or emails back. You are trapped in a cycle of payments and cannot ever get out of it.

  

  Business Response

  Date: 12/24/2024

  Hello, please be advised that this complaint has been resolved. We were able to locate an All Access subscription that has been cancelled and the last charge refunded back to the payment method on file. The customer was also informed of the resolution and asked to contact us directly with any further question.

• Initial Complaint

  Date:12/12/2024

  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 Subscribed to the New York times all access digital format in mid-2024. My subscription is for one year and is paid. About 2 months ago I began having an issue accessing the New York times crossword puzzle although I could access other content. I contacted customer service four ********************** on separate occasions to try and resolve the issue during October November and December 2024 with no success. Promises were made over the phone that the issue would be resolved and I performed multiple online procedures in an attempt to address the problem to no avail. Due to this, I canceled my subscription but still have 6 months remaining that have been paid and for which I was told no refund was available. I received no assistance that was successful in recovering my access to the crossword puzzle feature. On my last call to the company attempting to resolve the situation, I waited 20 minutes for a service representative. I began by saying that perhaps I should speak to a supervisor since I had been unsuccessful in four previous attempts to resolve the issue. The representative disconnected my call. The main reason that I subscribed to the New York times was for the games feature so I would like some recourse in recovering that access or obtaining a refund for the 6 months which have been paid for.

  

  Business Response

  Date: 12/20/2024

  In researching the concerns presented, we found that the customer had an All Access subscription from July 2023 to April 2024 which was cancelled by the customer. The customer subscribed to a standalone Games subscription through ****** Play on the same day as the previous cancellation. 
  
  The customer called in on 10/22/24 in regard to access issues with the ****** Play subscription and indicated it was purchased under a different email address. On 12/11/24, a complimentary Games subscription was added to the customers account to resolve the access issues and the access will remain until 12/11/25. 
  
  In response to this complaint, we reached out to the customer between 12/13/24 and 12/20/24 via email and relayed the findings above and offered to investigate their complaint further. We have not received a response from the customer yet and look forward to continuing to work with the customer toward a resolution. 

• Initial Complaint

  Date:11/15/2024

  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.

  At some point I signed on for a subscription and I believe I tried to cancel on many occasions, but it wasnt easy to do. I thought it was cancelled, but I was recently charged a higher amount and got on a chat to find out why. The company accused me of asking for promotions every year via chat but would not provide proof. I spoke with another agent who acknowledged that was not true. I did not knowingly authorize charges and want a refund for the period of time when they increased the subscription charge. I also want to know that automatic charges will not occur with NYT in the future.

  

  Business Response

  Date: 11/22/2024

  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.