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

  
• 

  The New York Times

  8 King Rd Building B Northvale, NJ 07647

• 

  The New York Times

  P O BOX 70 NORTHVALE, NJ 07647

• 

  The New York Times

  P O BOX 70 NORTHVALE, NJ 07647

• 

  The New York Times

  PO Box 8040 Davenport, IA 52808

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:04/11/2024

  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.

  This has been an ongoing issue for five or six years. We get the Sunday paper delivered, and if we leave town and request a suspension, the paper shows up on our porch. I have called frequently as it is unsafe to have the home look as though the residents aren't there. I have gotten credits, I've gotten promises that they'll speak to the delivery center, I've escalated to supervisors, I've threatened to cancel, I'm just at my wits end. This last time the customer service agent admitted they can't solve this problem. They even thought maybe I need to cancel!!! Meanwhile, the local paper is capable of suspending delivery correctly every time. Since the same people deliver both papers, the problem is clearly CLEARLY with the way the ** Times communicates. I am angry and worried about future travel. If my home gets broken into because the newspaper is sitting out for the week, or two weeks, who is going to reimburse me? I've been a subscriber for over 30 years. Its just unacceptable. UNACCEPTABLE. ** Times needs to stop advertising delivery suspension services because they cannot deliver.

  

  Business Response

  Date: 04/15/2024

  Hello,

  Please accept our apology the delivery issues, especially when the paper is delivered during temporary stops.  We have reached out to our circulation partner and received confirmation that they will be closely monitoring the delivery and stops moving forward.

   

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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 trying to cancel my *** monthly subscription over the course of the past few months. The New York Times claims they are unable to locate my account despite acknowledging that they have my credit card information on file and have confirmed various times the amount and date I was charged for my monthly subscription. Every time the case is "escalated," the *** claims to have emailed me seeking additional information yet the email(s) appear in neither my spam nor inbox. 4/2/24: escalation number ******* 3/7/24: escalation number ******* 2/6/24: escalation number ******* I am requesting a refund for the December 2023 to April 2024 payments that I made.

  

  Business Response

  Date: 04/12/2024

  Hello,

  Please be advised that we are unable to locate an account in our system with the information provided. It is possible that the subscription may have been purchased through Apple iTunes and the customer will need to contact Apple directly at ************. It is also recommended the customer contact the credit card **********************/bank to dispute the payments and block future charges.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair 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 subscriped to "home delivery" by the New York Times at the end of February. Since then, the paper has not been delivered once. I have contacted customer service every single time the paper was not delivered, only to be told they have "elevated" the case and "alerted" their delivery team to the issue. Still, I have not received a solution, or a delivery. Sometimes I have been promised redelivery, which then has not happened; other times, I have been offered a statement credit for the next billing cycle -- but that is only useful if I continue the subscription, which is useless if I do not receive a delivery.

  

  Business Response

  Date: 03/27/2024

  We sincerely apologize for any frustration this delivery issue has caused. Our delivery team and distribution center has been alerted and there is an active investigation ongoing to improve and resolve this issue. We appreciate your patience with this matter. Thank you

  Customer Answer

  Date: 04/02/2024

  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:03/19/2024

  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 am a Sunday home delivery customer of the **********************. The ********************** has been unable to deliver a paper to my home for nearly 2 months. I have reported my paper missing each week since mid January. I have additionally contacted the customer support chat interface twice since this problem began. If I do not report my paper as not delivered each time it is not delivered, the New York Times will charge me for that week. Customer support chats indicated that the ********************** is having wide-spread delivery issues in ********, ****** reaching many customers beyond me. I requested that the New York Times stop charging me and stop requiring me to indicate my paper is missing every week in order to not be charged until they are capable of delivering papers. Customer support could not offer me that option.It is inappropriate for the New York Times to continue to charge me and other home delivery customers in ******** ****** as long as they are unable to actually deliver papers. I request that the New York Times:1. Provide a timeline for when they think they will be able to deliver papers again in ********, ****** 2. Stop charging me and other home deliver customers the New York Times is not able to deliver to until their inability to deliver papers is resolved, and 3. Not require me or other customers in areas affected by a know and continuing inability to deliver papers to report missing papers until the inability of the New York Times to deliver papers is resolved.

  

  Business Response

  Date: 03/25/2024

  Hello,

  Please accept out apology for the delivery issues.  We have contacted our distribution partner to look into the matter and work to have it corrected moving forward.

• Initial Complaint

  Date:03/05/2024

  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 started my subscription for weekly Sunday paper in late 2023 and after waiting couple of weeks, I received no papers. **** deliveries made all the while NYT kept charging my account. So I cancelled my subscription and now NYT is harassing me for payment due on my account. Payment for what???? I received no services or product. Awful company, running a scam.

  

  Business Response

  Date: 03/07/2024

  Hello,

  We would like to apologize for the delivery issues and can confirm the account was cancelled, the payment refunded back to the credit card on file and balance due removed.

   

  Customer Answer

  Date: 03/13/2024

  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 have not received the credit to my original payment method. 
  

   

   

   

   

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

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

  

  Business Response

  Date: 03/28/2024

  Hello,

  Upon further investigation, it was discovered that payment was disputed and charged back, so no refund is warranted.

• Initial Complaint

  Date:03/04/2024

  Type:Order 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 have been a NYTimes subscriber for many years. I was paying $5.24/month on a subscription, and evidently the special price expired, and the subscription jumped to $26.22/month beginning in October 2023. I just now caught it with my bank, and I reached out to the NYTimes to ask if they could rectify this, and they refused.I am asking for reimbursement for the 5 payments of $26.22 made between October 2023 and the end of January 2024. I'm happy to pay the $5.24/month for those 5 months, which would make the difference to be reimbursed $104.90.

  

  Business Response

  Date: 03/07/2024

  Hello,

  Please be advised that according to our Terms Of Sale (see link below), the subscription will automatically renew at the full rate, unless the customer contact us to cancel. That said, we do try to address our subscribers concerns, and, as a good-faith gesture, we have refunded the last 3 charges back to the Credit Card on file.

  ************************************************************************-Terms-of-Sale 

  Customer Answer

  Date: 03/07/2024

  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. I appreciate your good faith effort in resolving this issue.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2024

  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 signed up for a promotional subscription to *** news, for a $4/month rate. When I was notified of an increase, I went to cancel the subscription (September/October 2021). The person I spoke to said I could continue at the promotional rate if I didn't cancel. I agreed, since I'm not a frequent reader of the **** but was happy to keep my access and support the paper to some degree at that price. I went to cancel my subscription today and was shocked to see that beginning in November 2022, I was charged $17/month, which then increased again in May 2023 to $20/month (screenshot attached). I have no notifications in my email of such price increases, and was not told on the phone that the promotional rate would expire. So I've now paid the *** $373 for a period in which I thought I was paying $80. I would like the *** to refund me the $293 difference. This is completely unethical and unacceptable business practice. Many thanks for your help here!

  

  Business Response

  Date: 03/18/2024

  Customer reached out in September 2021 to cancel their subscription and was offered a 1-year promotional rate. We offered a credit for the difference they paid since the end of their promotional rate and the price increase since they claimed they never received the email notification we sent out of the price increase.

• Initial Complaint

  Date:02/29/2024

  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 been a subscriber of Cooking and News for about 4 years. My subscriptions are current. For about 2 weeks I have not been able to view any recipes. I still get the email in my Inbox, but when I try to click on the recipe, all I get is a message: "Just a small kitchen spill, were experiencing an error loading this page. Refresh to continue". After one day of this, I called all the numbers listed on the NYTimes' so called **************** and they all lead to one place - a ********* call center that does not know how to fix problems and refuses to escalate to the New York Times IT department. I subscribe to *************** and other cooking sites and have been receiving all their content without a problem, so I know it is NOT my computer. I spoke to at least 8 people, including 3 who identified themselves as "supervisors" and lied to me. At first they tried to make me believe I was the only one having this issue. They instructed me to clear my caches, use ****** incognito, etc. Nothing worked. A couple of the people I spoke to hung up on me, which is why I started dealing with the "supervisors". Another call center employee (****) claimed he could not find me, and asked me over and over for my phone number, to spell my name (he was spelling it "******") and asked for my account number, which I do not know since I subscribe electronically. One of the supervisors gave me a URL and asked me to describe the issue in detail. See the document I uploaded. The third "supervisor" whose email is the last in the attached document, suggested I needed to download the NYTimes app from ****** store.I want to view recipes on my laptop with its 32" monitor, not on a tiny phone screen, as I am older. I realized that the app he was trying to have me download was for an Android phone, but I have an iPhone, so of course it did not work. They say they will call me back/email me, but they do not respond and I have to keep calling them. I am done calling.

  

  Business Response

  Date: 03/07/2024

  Hello there,

  We identified the root cause of the issue that a new browser extension called "Malwarebytes Browser Guard" was causing this "Kitchen Spill error. Users are being prompted to turn off this extension and check again to see if it's properly after that.

  We've reached out to this customer on 3/6/24 to provide this guidance and are awaiting response.

  Thank you.

• Initial Complaint

  Date:02/20/2024

  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.

  Change in billing practices. Cannot cancel subscription unless you speak to someone on the phone. I try to call and get hung up on, they can't find my account even though I clearly have been charged. I speak to another representative, somehow he can cancel my account but then I don't get any confirmation of cancellation like I was supposed to. They won't let me cancel my account!

  

  Business Response

  Date: 02/23/2024

  Hello,

  Please be advised that we have spoken with the customer and she said the matter seem to have been resolved and will contact us if there are any more issues.

• Initial Complaint

  Date:02/14/2024

  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.

  Starting around Jan 15, until today, Feb 14, I have only had the paper delivered about 3-4 times. I have complained online, by phone, and chatting ******* to the ** Times but the issue has not been resolved.

  

  Business Response

  Date: 02/15/2024

  Please accept our sincerest apology for the delivery issues you are experiencing. We have contacted our distribution partner to look into the matter and are working to have it corrected moving forward. Thank you so much for your patience with this.