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

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

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: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.

• Initial Complaint

  Date:10/30/2024

  Type:Order 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.

  A new *** employee used my address to illegitimately gain employment at the ***. The company is unresponsive and allows no avenue for such revelations of employee fraud. I am unable to get the issue thru any channel nor contact the HR department. Please help me alleviate this fraudulent situation. Its very unbecoming of an editor to lie and I would like the employee investigated and disconnected from my address. The person actually resides in another state and apparently was willing to do anything to take the job.

  

  Business Response

  Date: 11/08/2024

  It does not appear we have any employee with this address. Thank you for reaching out.
  

• Initial Complaint

  Date:10/29/2024

  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 a New York Times subscription to receive the paper 7 days a week. There doesn't appear to be a week that goes by that I actually receive the paper 7 days a week. I spend at least two mornings per week on average calling and telling the company I have not received my paper. Last week it was four times. They issue a credit and tell me they will be in contact with the local distributor to resolve the problem. I have been a subscriber for years, nothing has changed. I cannot continue to call the *** 2 to 3 times per week to beg for my paper.

  

  Business Response

  Date: 11/08/2024

  In our investigation of this issue, we worked with the regional manager and determined that the recent delivery issues were the result of a new carrier who was getting acclimated to the route. We voiced our concerns to the distributor and are collaborating to resolve delivery issues moving forward. In response to the complaint, we contacted the customer via email on 10/29/2024 to acknowledge their concerns. Follow up communications sent on 10/31/2024 and 11/06/2024 were not responded to by the customer. A review of our records shows the customer has changed their service delivery to Sunday only, and that no new missed delivery reports have been filed. We remain available and willing to assist should the customer have any further issues or concerns.

• Initial Complaint

  Date:09/03/2024

  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.

  When my trial subscription was ending in January 2024, I received an email notice along with a link/button to click to renew. I did not renew, and I deleted the app from my phone. I was led to believe and thought that was all I needed to do in order to have the trial subscription, not renew and cancel. .Come to find out that the New York Times has been billing me for a full subscription of $25.25 starting on February 14, 2024. For total of 8 ******** adding up to $202. I called and first spoke to a woman named ****** and then a young man who was supposedly a business manager. They both advised that unless I actually had canceled that the subscription would on automatically renew. This was complete news to me . This is devious and deceitful business practice, and the New York Times has already been sued recently / a lawsuit against them for this exact same practice. Then, when I did not click the renew button, I got the switch and bait emails that started saying look what youre missing which I have attached an example. So they let you put to believe that your trial subscription had ended when it had not! Instead, they started billing me for a full price subscription. This is beyond deceitful and the New York Times should be ashamed of themselves because they label themselves as a fair and progressive organization. Ive attached proof of the billing, the emails I have received from them both advising that my subscription is about to end and that I should renew, and the quote we want you back Example email. Ive also included two screenshots from my bank of eight separate ******** which were unauthorized by me as I did not renew.

  

  Business Response

  Date: 09/13/2024

  In researching the concerns presented, we found that the customer had two accounts, one through their email and one through their Apple ID. The first account had a subscription for All Access that was active from February 2022 to August ************************************** August 2024. Our records do not show any contacts prior to August ******************************** billing of their account.

  The second account was created through the customers Apple ID and was not connected to the first account. The customer subscribed to an All Access subscription in December 2024 which was cancelled in January 2024. 
  
  Cancellation of the subscription on the second account had no effect on the subscription on the first account as they were separate subscriptions on separate accounts. 
  
  In response to this complaint, we spoke to the customer between 09/09/24 and 09/11/24 via email and relayed the findings above. A refund of the subscription charge from the second account was applied to the account as a courtesy. 

• Initial Complaint

  Date:08/27/2024

  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 never signed up for this NEW YORK TIMES- I was charged 6 a month for one year and went up to $25. Which I was able to dispute with the bank. But from April 2023 to April 2024 I have charges I cant get back. I want a refund for that! Todai I finally spoke with a customer service representative about this subscription - I was not satisfied with the outcome. I DON'T know how i got caught up tho ese charged from NEW YORK TIMES. I had to cancel my card and accrue charges to stop charges. Terrible customer service - you cant find them anywhere in website or by phone. I've no need for this subscription. Cancel and refund please.

  

  Business Response

  Date: 08/30/2024

  Reached out to the customer for more information and provided a refund.

• Initial Complaint

  Date:08/23/2024

  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 found out I was duplicate charged for New York Times via my email and iTunes. New York Times keeps claiming that they cannot see in my account on iTunes except that my iTunes account uses the exact same email when I try to access New York Times I cannot because I canceled it and yet they are telling me that I have an active subscription through my email

  

  Business Response

  Date: 09/04/2024

  Hello,

  Please be advised that this complaint has been resolved.  We have located the News subscription in our system, processed the cancellation and refunded the last 6 charges, as a one time courtesy.  The customer was also informed of the resolution.   

  Customer Answer

  Date: 09/04/2024

  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]

   New York Times has acknowledged that I had duplicate subscriptions for which they charged me. They are only offering a courtesy of six months whereas I double paid them for a full year for which they are saying that they do not have to refund me. They have clear proof that I paid for both of these accounts to which they marketed an existing user to pay for another subscription when I already had one, but because I was marketed, I thought that my subscription had expired. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  

  Business Response

  Date: 09/10/2024

  Hello,

  Please be advised that the duplicate subscription was purchased through a third party vendor and under a completely different email address, therefore we were not aware of it until the customer contacted us on 8/22/24.  We were also able to locate a News subscription in our system and can confirm it has been permanently cancelled.  However, since we rendered the service expected of us, we must expect payment for that service. It is the responsibility of customers to inform us if they are not receiving the service they are paying for, wish to end it, or are paying for services they did not authorized, in a reasonably timely manner. That said, we do try to address our subscribers concerns, and, as a good-faith gesture, we have refunded the last 6 charges back to the credit card on file.

   

• Initial Complaint

  Date:08/21/2024

  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.

  I have subscribed to the digital *** for I think the last 5 years. I have always had access to articles in The Athletic. When I purchased my subscriptions, I was not told that I needed to pay separately for the Athletic, and I expected that The Athletic was included, and it has been.Today for the first time I was denied access to articles from the athletic and offered a subscription! This is a bait and switch. When I contacted the *** by chat, the only method available, they refused to restore my access to articles in the Athletic unless I paid them extra for a subscription. ***********************

  

  Business Response

  Date: 08/26/2024

  In researching the concerns presented, we found that the customer has been subscribed to a News-Only subscription since 2020. Access to The Athletic has never been included with our News-Only subscription. The New York Times only acquired The Athletic in January 2022, so we are unable to speak to how or why the customer was able to access The Athletic prior to, or since, that time. At no point during the time the subscription has been active has The Athletic been included as part of the subscription entitlements, nor was a standalone subscription to The Athletic purchased.

  In response to the complaint, we spoke to the customer between 08/21/24 and 08/23/24 via email to relay our findings and clarify what is able to be accessed with their subscription. We offered information on how to upgrade their subscription to include access to The Athletic.

  Customer Answer

  Date: 09/06/2024

  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]

   

  I dispute the *** response. The *** has not addressed my complaint, or offered to resolve my complaint.  And, even though I asked them to, the Times has not told you the basis of my complaint. 

  
  

   My complaint is for false advertising.  When I purchased my annual *** subscriptions I believed that they included access to The Athletic.  The Times never said The Athletic was not included in my subscription, and in fact for over five years every time I clicked on an article in The Athletic access was provided.  Then, inexplicably, the Times suddenly demanded I pay extra to access The Athletic.  I believe that this is a refusal to provide the services I purchased and I request that access to The Athletic be provided. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:08/09/2024

  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.

  I never signed up for this new york times publication.i spoke with a customer service representative about this subscription saying I read a article and that is how they've my information, listen I live in ********** I DON'T NEED A PUBLICATION FOR NEW YORK!!! PLEASE REACH OUT TO THE COMPANY!!! My bank just recently noticed some strange debts on my account and cancelled the card, but this has to be where the charges are stemming from! I've no need for this subscription.

  

  Business Response

  Date: 08/14/2024

  Hello,

  Please be advised that we are unable to locate a subscription in our system and reached out to the customer for more information to investigate further, but haven't heard back as of yet.