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: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.

• Initial Complaint

  Date:02/12/2024

  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.

  We have been subscribers to New York Times for years. In these years, their delivery accuracy is atrocious. I would estimate it around 20% of the time we have gotten the paper. We have lived in three different places all over the ******************* and nothing has changed. If youre getting a paper delivered, you expect it to arrive. New York Times just cant get it right. They even connected me to their district manager or someone like that and she told me she would personally see that the delivery would be right. Once again an empty promise because nothing changed. I do not recommend NYT to anyone for their paper delivery. It will likely never happen and creates more problems for you to resolve with them, which they are incapable of doing.

  

  Business Response

  Date: 02/13/2024

  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.

  Customer Answer

  Date: 02/16/2024

  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:

  Nothing has improved when it comes to delivery, no one has reached out to me for an update and I have not been provided any concessions for the numerous delivery issues Ive experienced. There is no resolution as far as I am concerned  

   

   

   

   

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

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

  

  Business Response

  Date: 03/07/2024

  Correspondence via email was successful on 2/20/2024. An investigation into delivery has begun and three additional emails regarding updates to delivery were sent on 2/21/2024, 3/5/2024 and 3/7/2024. We appreciate your patience with this matter as we work with our distribution center to resolve this delivery issue.

• Initial Complaint

  Date:02/09/2024

  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.

  On January 9th **** the ** Times withdrew $4.00 from my bank account for a monthly subscription. I chatted with someone and explained that I did not have a subscription. The person/s researched and found out that I did not. That money was refunded on January 22nd in 2 amounts of $1 and $3. On February 5th another debit of $4 came out of my account. The memo stated that this is a recurring payment. I chatted again with representative ******* who resolved to check into my problem. He noted that he did not see an account attached to my either of my two emails, ************************* and **************************** My concern is that my account would be repeatedly debited and I want this to stop immediately.

  

  Business Response

  Date: 02/13/2024

  Hello, 

  Please be advised that we were able to locate the subscription and can confirm it has been cancelled and the $4 charge refunded back to the credit card on file.

  Customer Answer

  Date: 02/15/2024

  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:02/05/2024

  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.

  The New York Times does not always respect paid subscriptions.I've been a subscriber since 2020. On February 1, **** I went to view an article on my Android phone and was told I needed to resubscribe. *******, I hadn't been notified my subscription was about to expire. Oh well. I subscribed to the New York Times through ****** Play.I could then access *** articles on my phone, but not in my web browser, even with the same account. Strange.I waited a couple days to see if the *** backend just needed time to be aware of my subscription. It still didn't work.I spent an hour communicating with *** customer support. They refused to help me. I told them the *** has a software bug: the app knows I am a subscriber, but the website does not, even though my email address and account number are the same in both places. I asked them to report the issue to engineering and to update my account to reflect that I am a paid subscriber. I said I didn't want to pay for two subscriptions so I could access their content on two devices. They blamed ****** Play and refused to give me access to the subscription I paid for.I requested a refund from ****** Play, thinking that then I could subscribe to *** through the web and hopefully have access on multiple devices then. ****** Play declined the refund, since it had been more than 48 hours since the purchase.This is a severe bug on the ***'s part, either with their mobile implementation or their backend. If part of their system knows I am a subscriber, all of their system needs to know I am a subscriber. Worse, it is a failure of customer service. With a screenshot, I proved I had paid. I am deeply disappointed that they refused to honor that payment and help **** paid for a *** subscription because I trusted the integrity of *** as a news organization. I'm disappointed they are now betraying that trust.I want them to give my account access to the subscription I paid for. Alternatively, a refund would be acceptable.

  

  Business Response

  Date: 02/08/2024

  Hello,

  Please be advised that we have reached out to the customer to further assist and he responded that the issue was already resolved.

  Customer Answer

  Date: 02/11/2024

  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.

  Although NYT customer service had been unhelpful, their software bug was fixed after I made the BBB complaint, so by the time a NYT employee reached out to me to discuss the BBB complaint, I was able to access my subscription successfully.

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

  
  

• Initial Complaint

  Date:01/30/2024

  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 accidentally paid New York Times ****** for my newspaper subscription on 12-18-23. My normal bill is ***** a month. I recognized the overpayment and contacted them on 12-22-23 . **************** told me a refund would be issued within 2weeks. That didnt occur and I called back on 1-9-24. I was told the refund was in process in their billing department and would take another week. That didnt occur and I contacted them a third time on 1-30-24. I was again told the refund was in process and would take another week. I should note that the ****** payment was electronic thru my checking account. Also the account is in my wifes name. I have been paying this bill for 20 years. This was explained to customer service. my wifes name is ***************************. I dont know if you need the account number, but it is *********. Thank you for any assistance.

  

  Business Response

  Date: 02/02/2024

  Hello, 

  We have confirmed the refund check for $215.10 was processed on 12/26/23 and should be received by the customer within 21 business days.

   

  Customer Answer

  Date: 02/14/2024

  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:

   

  Hello, I recently filed a complaint about my New York Times account (wifes). *** responded and said a "refund of $ ****** was processed on 12/26/23 and should be received by customer within 21 business days. As of February 14, **** I have yet to receive a refund. I am quite surprised by the lack of customer service from the **** as they have always been prompt and responsive to any previous issues.

  Anything you can  do to assist would be appreciated.

  Thank you,

   

  *********************

  ********************.

   

  
  

  

  Business Response

  Date: 02/23/2024

  Hello,

  We would like to apologize for the delay with the refund.  Due to a system glitch, the initial refund was not processed.  However, a new check was issues and overnighted to the customer and should be received on 2/23/24.

  Customer Answer

  Date: 02/28/2024

  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:01/29/2024

  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.

  Enter into a subscription last year, it automatically renewed 12-21-23,, called New York Times January 27, **** ask to cancel subscription and to refund the $54 that was charged on December 21, 2023, and they refused, they would only cancel the subscription

  

  Business Response

  Date: 01/31/2024

  Hello,

  Please be advised that we were able to locate a Cooking subscription under email address ********************, and can confirm it is cancelled and last payment refunded back to Paypal.

• Initial Complaint

  Date:01/23/2024

  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.

  Hi,I started to subscribe to New York Times for 6 dollars a month in August 2022 with my email *************************** The rate was increased to 25 dollars a month in August 2023, and I was never notified of this increase through any platform. No email, no text message, no phone call. I contacted the customer service of ********************** to report the issue and request a full refund of 150 dollars I have been charged since last August. I was told to check my spam folder for the notification email, but I couldn't find it at all. They never sent me the email. When I told them that I never received the notification email, which was not my fault at all, they refused to refund me. This is such a terrible experience because the company failed to do their job of notifying the customer about a huge raise of the fee, and they expected the customer to be responsible for the **********************'s fault. I'm deeply disappointed. I want my full refund of the subscription fee I have never agreed to. The total number is 150 dollars (25 dollars per month from August 2023 to January ****). Thank you for your time and help!

  

  Business Response

  Date: 01/26/2024

  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.

• Initial Complaint

  Date:01/22/2024

  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 was charged for a subscription when I was told a different price would be offered. It was almost impossible to cancel the subscription and I did not get a refund for the unauthorized charge. I would like a refund of $25.

  

  Business Response

  Date: 01/24/2024

  Hello, 

  We can confirm the subscription is cancelled and $25 refunded back to the credit card on file.