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Description

Globe Newspaper Company, also known as The Boston Globe, is a regional newspaper.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Boston Globe meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for The Boston Globe include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 54 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

54 complaints closed with BBB in last 3 years | 31 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 16
Delivery Issues 15
Guarantee/Warranty Issues 0
Problems with Product/Service 17
Total Closed Complaints 54

Customer Reviews Summary Read customer reviews

14 Customer Reviews on The Boston Globe
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 14

Additional Information

BBB file opened: May 01, 1933 Business started: 01/01/1873 in MA Business started locally: 01/01/1873 Business incorporated 02/20/1981 in MA
Type of Entity

Corporation

Business Management
Ms. Diane Creedon, Supervisor, Customer Success
Contact Information
Principal: Ms. Diane Creedon, Supervisor, Customer Success
Number of Employees

2,000

Business Category

NEWSPAPERS Newspaper Publishers (NAICS: 511110)

Alternate Business Names
Boston.com Globe Newspaper Company

Customer Review Rating plus BBB Rating Summary

The Boston Globe has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 135 Morrissey Blvd

    Dorchester, MA 02125 (617) 929-2000 (617) 929-2209

  • PO Box 55819

    Boston, MA 02205

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

3/20/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Having issues with delivery. I didn't recieve my paper last Sunday. I have tried calling the number for them, but can never talk to anyone

Desired Settlement: I want them to give better customer service and better delivery service

Business Response: Dear Mr ***********-I apologize that you had issues trying to contact us. I do see that you went in through the automated system and did report your missing paper. A credit extension has been applied to your account. For any future delivery issues you can always call ************** and enter your complaint as you did yesterday.Thank you for reading the Boston Globe**** **** Customer Success TeamThe Boston Globe + boston.com

3/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Delivery problems since December 2015 when Globe changed delivery provider. Sporadic delivery in January with 9 papers credited. Two papers delivered in February. On 2/25/16, I was told by Customer Service that I could not get credit for missed papers until I paid my next bill (through March 20th), then the extra days would be added on to my subscription. Although I didn't like paying for March when I didn't get my February papers, I paid, and have STILL not received any papers. Since January I have called, chatted, emailed, and if I DO get through to anyone, I get the same excuse (new delivery service) & promise of delivery ('I will escalate your complaint', 'It will be delivered between 10:00 and 2:00'). I have reached the point where I have to contact the Boston Globe daily to complain that I have not received the paper that I have already paid for! Am I the only subscriber in town???? I don't know where else to turn, because the Globe has not resolved this issue, and I have been extremely patient with their terrible service and lack of concern for me as a customer. Do I want an apology? I've received plenty of those! Do I want a credit for papers not delivered? You better believe it! But most of all, I WANT MY NEWSPAPER DELIVERED!!! Thank you.

Desired Settlement: I would like credit for papers that I paid for and weren't delivered. I would like to have my newspaper delivered as promised.

Business Response: Dear Ms *******-I apologize for the frustration you have had to endure due to our delivery issues. *** from my office has tried to reach out to you twice to see if he could help. He left messages both times.I show that you have been credited for 29 papers missed. I also see that there have not been any complaints since 3-5-16. If either of these are incorrect please call *** back at the number he left and he will be happy to help you.Sincerely,**** **** Customer Success Team

Consumer Response: Better Business Bureau:My newspaper has been delivered every day (not including Sundays) since 3/7/16.I returned a call to *** on 3/8/16 at the number he left me, which was a customer service phone line.  I spoke to a man, told him that I was returning ***'s call & that I had received my papers on 3/7 & 3/8.  I asked him to relay the message to *** please. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for your help. Regards, ***** *******

3/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed for Sunday Home Delivery on 1/28/16. There have been 6 Sundays since that time and I have not received a single paper. I did receive the bill promptly however, not one paper. I call and they say they will extend my delivery period, but what good does that do if I am not getting a paper?

Desired Settlement: I would like to start seeing a paper delivered otherwise I want my subscription cancelled. I also feel I am entitled to 3 months free service to see if they can even deliver a paper as I am not paying for something I have not gotten.

Business Response: Dear Mr *******-I apologize that the Boston Globe has not been able to get your newspaper delivery correct. The delivery area that services your town was switched back to our previous servicer as of Monday March 7th so we expect to see a vast improvement in your delivery service going forward. I believe you spoke to *** from my department in the last couple of days. He shows your account having missed five papers and you have received credit for eleven missed. At this point we expect that amount of credit will suffice.Again, we apologize for the issues and thank you for reading the Boston Globe.Sincerely,**** **** Customer Success TeamThe Boston Globe + boston.com

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I did receive a paper today, Sunday 3/13/16 as promised.  As long as I continue to receive them, I am fine with the resolution. Regards, **** *******

3/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been unable to cancel my Boston Globe subscription since being auto-enrolled roughly a year ago. They allow you to sign up via your phone for a free subscription but they have not accepted emails stating that I want to cancel my service and when I call the 1-800 number to cancel I am unable to get through. It's obvious that they make the cancellation process overly difficult in order to keep subscribers. I do not use the subscription (it's online only) and want a refund for the last 6 months.

Desired Settlement: Refund of Jan/Feb fees at $27.72 per month Refund of Sep-Dec fees at $15.96 per month

Business Response: Dear Mr ******-I apologize that you have had issues contacting the Globe to discontinue your digital account. I do show that we received one email regarding cancellation on January 8, 2016. I have gone ahead and cancelled your account and refunded the last two payments that were taken after that date. You will receive a refund of $55.44 back to your credit card on file. I do not show any prior emails regarding this account.I apologize again for the frustration you have experienced.Sincerely,**** **** Customer Success TeamThe Boston Globe + boston.com     

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on prepaid delivery service for the Boston Globe. Without notice Boston Globe changed the delivery provider on December 28th, 2015. Since that time the call in line for support never has a human you can talk to and you are forced to only leave a directed response. They added an application for a smart phone but comes up as outside of office hours even when within the prescribed hours. The BostonGlobe.com web site for customer service directs you to call the phone line that is never answered by a human even during quoted business hours. When reporting failed deliveries the Globe reports that you will get credit for free paper but they still don't deliver. In February cancelled the weekly delivery service as there was no deliveries being made and the Boston Globe noted that balance would be applied to Sunday Globe subscription. Since the weekly cancellation we have not received one delivery of the Sunday Globe. Again they said they would apply credit as free papers but they still don't deliver the Sunday paper. We have left the electronic message that when they miss a delivery we want a check. Under account balances they stopped showing how long you were paid out to so you never know if they are really applying a credit. Every time they miss a delivery we want a check for the missed delivery until our prepaid account from December 28th, 2015 is consumed.

Desired Settlement: Boston Globe to provide a reconciled account balance from December 28th through February 28th noting outstanding paid balance and each credit applied since December 28th, 2015 Then going forward the Boston Globe is to issue payment at delivered subscription rate to customer for each Sunday Globe missed until account balance reaches zero. After that time the Boston Globe can contact us regarding a post delivery payment plan. This is very very easy to resolve, deliver the Sunday Globe at the agreed upon price or provide a cash refund against pre-paid balance when deliveries are reported as being missed.

Business Response: Dear Ms *******-I apologize for the frustration you have encountered while trying to get your delivery issues with the Boston Globe resolved.I believe you spoke to ***** from my office late last week and she explained our billing and crediting processes in detail. She is also working with the delivery office to get your delivery issues resolved.Again I apologize for the frustration we have caused. Please contact ***** directly with any additional questions you may have.Thank you for reading the Boston Globe,**** **** Customer Success TeamThe Boston Globe + boston.com

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.   Boston Globe's response in this matter is for customer to cancel subscription to the paper to receive refunds for missed deliveries for pre-paid product from December, 2015.   There is no resolution to the delivery issues and in fact missed another Sunday delivery on March 6th. Regards, ********** *******

3/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Boston Globe recently underwent a public issue with home delivery of their paper. For 3 weeks I did not get my paper. After it finally started getting delivered again, we were notified in emails, and a Globe FAQ section that we were not going to receive refunds nor other financial compensation break for this. We were told that our "paid through" date would be extended. I don't think it's that is fair based on the level of inconvenience, and.am on disability band cannot travel easily, and the.additional costs I had to incur to buy my own paper.

Desired Settlement: I would like to be refunded for the 3 weeks I had.to buy my paper on my own.

Business Response: Dear Mr *****-Thank you for reaching out to the Boston Globe with your concern. I'm happy to hear that you are now getting your paper.In looking at your account I see that you were given credits for 23 days due to non delivery. If you feel the number of days is incorrect please call our office at ************ so that we can make sure you receive credits for all missed papers. I also see that you are currently on a 50% off discounted rate. That is the best discount we offer for existing subscribers. I apologize for the inconvenience our delivery switch caused you and thank you for being a Boston Globe subscriber.Sincerely, **** **** Customer Success TeamThe Boston Globe + boston.com   

3/1/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying for the Boston Globe for 4 months and have not received a paper in the last two and a half. When I have called to complain, I was informed that I will not be refunded. They will simply send me 10 weeks of free papers and let my local branch know there is an issue. I told them I do not want a 'guarantee' that I will receive ten free papers when I have yet to receive the ones I paid for. I also do not know whether or not they are actually letting the local branch know that I haven't received the deliveries I paid for. I have been paying for a product I have not received. I want a refund. If I don't get the product, I don't pay.

Desired Settlement: I want my $60 back and then I want to stop service.

Business Response: Dear Ms ********-I apologize for the frustration you have experienced in trying to resolve your issue. *** from my office called and left a message today to see how he can help you. If you can provide the dates of no delivery he can make sure you are credited for those. If you would like to stop he can accomodate that, as well as arrange for a refund.Again, I apologize and we appreciate your patience.Sincerely,**** ****Customer Success TeamThe Boston Globe + boston.com

2/9/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I haven't had a regular paper since December, and the first 3 weeks of the problem I had no paper, then all of a sudden I had some knucklehead slam the paper against my garage door at 4:30 in the morning (They never came that early usually around 7:00) and scared the hell out of us. That lasted a week then it was sporadic again, then they started giving the paper to all my neighbors then they dropped me again. I havent had a paper now for two weeks and yet one neighbor is getting a paper, I dont even think order it. I cant complain to them because they don't answer the phone (wait on hold then line goes dead) or answer there complaints by email or to their website. Here is the reference number to a complaint I put in to cancel the paper (1/6/16) that has never been answered Reference # *************. other than to send me the ref|#. How are they getting away with this?

Desired Settlement: I would like a refund for the time since they stopped the regular delivery and to cancel the paper with an acknowledgement that they did in fact do these things. I'd also like an apology for all the hassle. By the way when that guy came at 4:30 am and slammed the paper against the garage door I fell down the stairs trying to get to the front door. This experience has been a nightmare.

Business Response: Dear ** ********I apologize for the frustration our delivery service change has caused you. We received your email dated 1-6-16 and stopped your account as of 1-15-16. A refund of $33.17 was made to your credit card ending in **** on 1-21-16. This is the credit card number we have on  file for your account.Please accept our apologies for not being able to correct your delivery issues.Sincerely,**** ****  Customer Success Team   

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *******

2/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Sunday only subscription at a concert in September. In early November I realized I had not received any papers so I called to see when I could expect to begin receiving deliveries. They stated that I should have been getting them for the last 6 weeks. So they extended my plan and asked that I give them a chance to fix the delivery issue, I agreed. Two additional weeks passed and I still did not get a newspaper. I called back and asked to cancel and requested a refund or about $30.00. They agreed to mail me a check for the refund, they were unable to credit the credit card I used to pay for the subscription, they said to allow 4-6 weeks for the check. It has now been 8 weeks and I still have not received a check. I tried to call them 2 weeks ago and I was unable to get a person, it was just an automated system. I then tried the chat feature but it would not connect. I then sent an email and have not heard anything from them.

Desired Settlement: I would like to have the check delivered to me.

Business Response: Dear Mr *******-I apologize for the frustration this issue has caused. I do see that you contacted us on 11/5/15 to cancel your account. It appears that the rep you spoke to did not stop the account. She also did not provide correct information. I had your account stopped yesterday and a refund of $30 will be applied back to your ******** card this Friday (January 29th). I will send you my contact details in a separate email in case you have any further issues.Thank you**** **** Customer Success TeamBoston Globe + boston.com

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *******

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I was told i would get a credit on friday but it had not arrivedI don't see how i can update my complaint to reflect that the business has not followed through on their promiseRegards, ***** *******    

Business Response: Hi Mr *******-Please check your credit card bill for the refund today and let me know if it is not posted.Thank you**** **** 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.   Boston globe responded that i should have a credit on 2.3, and it has not been posted.  Claim ******** Regards, ***** *******    

Business Response: Dear Mr *******-I am sorry that you continue to have issues with your refund. I show that the Boston Globe returned it to your ******** card on file on 2-2-16. The money has been returned on our end. If you do not see your refund kindly contact your credit card company. The Globe has returned the monies to them. Sincerely, **** **** 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *******

2/1/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I keep getting e-mail spam wanting me to get a subscription. I have unsubscribed at least 4 times, then 2-3 days later I get more e-mail. I have written an e-mail to customer service asking to be taken off of your list and received no response. I have tried to call in but your phone system is down or it hangs up on me. I'm tired of the spam and it needs to stop. I will NEVER be a customer due to the on going spamming, begging for me to get a subscription.

Desired Settlement: Please remove me from your e-mail list...ALL OF THEM!!!

Business Response: Dear Mr *********-I apologize for the frustration you have experienced trying to get this issued resolved. I have gone into every database to ensure that your email address, phone number and street address have been taken off of the Marketing lists. You should no longer receive any offers from the Boston Globe.Thank you **** ****Customer Success TeamThe Boston Globe and boston.com

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *********

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Boston Globe during one of greatest debacles in US newspaper history failed to deliver a paper for home delivery for a period of three weeks. This despite the fact that I've been a loyal home delivery customer for over forty years. The delivery missed were communicated every step of the way via e-mail, *******, and other social media. I received assurances via @GlobeSupport on ******* that they were tracking all the missed papers and would be adjusting my bill accordingly. Well, the Globe has lied to readers throughout this delivery fiasco and I'm no exception as the next bill I received from them didn't reflect the missing three weeks of papers. So tired of the apathy and incompetence of these people when all I went is to get what I've paid for.

Desired Settlement: Correct my bill ASAP reflecting the accurate balance for the papers I've actually received. We're talking about a refund for three weeks of unreceived papers and a formal apology for attempting to rip-off an 80-year-old widow and 40 year plus customer. So tired of all this!

Business Response: Dear Ms ******-First I would like to apologize for the frustration caused by these delivery issues. We have been working very hard trying to correct the issues as quickly as possible. I believe you spoke to *** from my office today and he confirmed that you are now receiving your paper. He also extended an additional weeks worth of credits to you for compensation for your troubles. Please accept our apology. We are grateful for your continued loyalty to the Boston Globe. **** ****Customer Success TeamBoston Globe + boston.com 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. This typical of the Globe's handling of this entire matter.  I was told that I wouldn't be charged anything for the three weeks plus weeks my paper wasn't being delivered. So how does a bill that shows a one day service interuption as opposed to the four missing Sunday papers and three full weeks solve anything here other than rip me off? Worst customer service experience ever and the lack of reading comprehension in addressing this problem is shocking for a newspaper. All I want  is to not be charged for papers that I didn't receive, is that so hard to understand? ?@*************  Jan 15@GlobeSupport Wanted to let you know that still, no papers for ******* ******, ** ****** ***** ***** ** *****. 3 weeks & counting for her. Regards, ******* ******    

Business Response: Dear Ms ******-I am confused by the response here. *** from my office called you yesterday and again this morning and said:"I just called her again - we had spoken yesterday.  The papers have been delivered since 1/18/16. The papers are being placed at the front door. I told her yesterday that she would be given two free weeks. She was concerned about the invoice she received. I told her yesterday and reiterated today that with the reported missed papers plus the two weeks extended she was paid through 2/16/16. And, the invoice would reflect papers delivered from 2/17 through 3/17/16. She seemed satisfied yesterday and again today."If you are indeed still having issues, please reach out to *** directly. I will send you his contact information in a separate email. Thank you for reading the Boston Globe.**** **** 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. When an updated written bill is received and reviewed reflecting the credit promised over the phone this complaint will be closed and not before. There's been way to much dishonesty on the part of the Globe to take anything they say at face value. Also, please stop calling me and just finally resolve this problem. Regards, ******* ******    

1/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Boston Globe changed its system for delivery about 4 weeks ago. Since then I have either not received the paper, or received it so late in the day that it's not useful. They will not accept a request for redelivery -- they only offer a credit. I have tried to cancel my subscription. The website says that a cancellation can only take place over the phone, but when I call to cancel and select the cancellation option it goes to a busy signal. I want to cancel my subscription, but their system is set up in such a way that it's not possible.

Desired Settlement: Cancel the service

Business Response: Dear Ms ********-********-I apologize for the frustration you have experienced with your delivery and trying to cancel your account. I have gone ahead and had your account cancelled as of today and a refund of $19.96 will be credited back to your credit card on file. This refunds you for papers not delivered since we switched to the new vendor on 1/3/16.I'm sorry that we could not resolve your delivery issues.Thank you for reading the Boston Globe.**** ****Customer Success TeamBoston Globe + boston.com 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ********-********

1/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have an subscription to the Boston Globe which is now going on approximately 1yr. For the past several weeks, I have not received my daily paper. When trying to contact customer service, you cannot get a hold of anyone, just a recording. I tried canceling, which can only be done via the phone, but when you go through the maze of trying to contact someone, it just keeps ringing busy or disconnects you. I refuse to pay for a paper I no longer receive

Desired Settlement: I want a refund for all papers not received in the past 3 weeks and to cancel my subscription

Business Response: Dear Mr *****-I apologize that you have been unable to contact us regarding your subscription and that we have not been able to rectify your delivery issues. We have gone in and cancelled your account and requested a refund of $64.62. A check will be mailed to the address on file. I apologize again that we were unable to address your issues.**** **** Customer Success TeamThe Boston Gllobe

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have not received a Boston Globe since Monday 12/28. I understand that there are delivery problems but there is no customer service or indication as to when this will be resolved, so I would like to cancel my subscription. Unfortunately, there is currently no way to cancel. This is crux of the issue: I have no service, no way to reach the company, and no way to discontinue the service (which I am not getting).

Desired Settlement: Cancel my subscription to the Boston Globe Non-Delivery Service

Business Response: Dear Ms *****-I apologize that you have not received delivery of your paper and have been unable to get through to us to cancel. We have gone ahead and cancelled your account and refunded $72.19 back to you. You should receive this amount by check in the mail shortly. I'm sorry that we couldn't keep you as a subscriber.Thank you for reading the Boston Globe,**** **** Customer Success TeamThe Boston Globe 

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried for over four months to cancel my Sunday Globe subscription. I have tried many different departments at the Globe (sometimes spending half an hour on the phone), and always ended up with either a busy signal or disconnected. I am sure that I have called at least 20 times and for the last 2 weeks my husband has also been trying (with no luck). We even tried going on their chat forum for complaints, spent 15-20 minutes as we went from #323 in line right down to " Status Canceled There are no agents available to chat with you right now. Please try again later." My husband snapped photos of the chat windows at the start and the end because we're just not sure at this point if anyone would believe how deliberate this appears. Our fear is that there are seniors and others who just may not have it in them to go online and file complaints with the BBB or even call the Attorney Generals office just so that they are not taken advantage of for perpetuity.

Desired Settlement: I want the Sunday Globe Cancelled. And I would like the 4 months of automatically withdrawn payments to be returned.

Business Response: Dear Ms *******-I apologize that you have been unable to reach us at the Boston Globe. The past two weeks we have been overwhelmed with calls due to the delivery changes. I'm not sure why you had trouble contacting us prior to that - we usually have agents waiting and no backlog of calls or chats.I have gone ahead and cancelled your account as you requested. As a courtesy, I am refunding your payments back to September. Finance will process the refund and send a check to your address on record.Thank you for your patience,**** **** Customer Success TeamThe Boston Globe 

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Boston Globe home-delivery company enclosed notes inside print edition of paper advising it was switching to "a new delivery provider" and that there might be "late" deliveries during the so-called transition period. On Monday, 12/28/2015, I received an e-mail advising that the paper might be "late"; however, paper was never delivered. During the course of the day, I made multiple calls to the number provided in Boston Globe's notes/e-mails, ************; tried to activate the Live Chat option, which never connected; and sent several e-mails to Boston Globe's Circulation Department, none of which were ever acknowledged. The calls either resulted in a voicemail saying that "mailbox is full, no further messages can be accepted" or in a disconnect, with one exception, a call that eventually was picked up by a rep in the Philippines. I told the rep about the failure to deliver; he assured me that the delivery issue would be addressed and that if there were further problems I'd be able to reach a rep at the 888 number given above. Today, Tuesday, 12/29, 2015, the Boston Globe again did not arrive all day, despite the New York *****, which yesterday didn't come either, being delivered. (Both today's edition and a makeup edition from yesterday.) This was evidently the result of my having also called the ** ***** yesterday and having told a live representative that the ** ***** hadn't been delivered. However, the Globe and the ***** have been delivered BY THE SAME CARRIER for many years, so it is extremely odd that the ***** delivery issue was rectified yet the Globe delivery failure persisted. Therefore, I again placed multiple calls to both the 888 number and the number listed on the internet for the Globe's corporate office. The latter calls always went to a busy signal immediately. The former calls forced me to cycle through a five-minute menu, entering information about my address, delivery issue, etc.; at the end of the lengthy robotic instructions, I was told "Your call is now being routed to a customer-service rep." Each time this happened, the call went to a busy signal. Calls to an alternate phone number, the one that my credit-card-company statement displays each month, led to a recording that "The wait for a customer-service representative is at least an hour" -- obviously not a practical amount of time to wait. One call that resulted in a robotic offer of a "callback" never led to such callback though I entered my phone number where I could be reached. I also tried the Live Chat option again, which persisted in not working. And I sent e-mails, none of which were acknowledged by the Boston Globe. Perusal of various internet forums, e.g., **** and the ************ website, revealed that MANY other customers were experiencing identical problems with delivery failure and inability to reach anyone in customer service.

Desired Settlement: I want to be personally contacted by Boston Globe Home Delivery and to have them provide a WORKING number for future use, in the event that delivery problems persist or recur. Further, I want an e-mail-confirmed promise of credit for missed deliveries ... so far, for the dates of 12/28 and 12/29, but I suspect there will be a longer list of such missed-delivery dates by the time this problem gets addressed (if ever). I would also like a courtesy credit for all or some of January to reflect the NUMEROUS futile and frustrating hours I spent on the phone trying to reach customer service.

Business Response: Dear Ms *******-I apologize for the frustration we have caused you with the lack of delivery of your daily paper. We are working to rectify the issues we have had with our new delivery company. Beginning today we have contracted with our old delivery company to oversee delivery in your area. We expect that your issues will be addressed this week. The Customer Service department was overwhelmed with calls, which created the busy signals you experienced. You can report a missed paper at anytime by calling 888-My-Globe (888-694-5623). Unfortunately, we continue to experience very high call volumes, but have volunteers from throughout the company helping us to answer the phones to assist each customer. In the meantime, we have credited your account for 33 days of missed papers. Again, I apologize for the frustration this has caused you. Thank you for your loyal readership of the Boston Globe.**** ****Customer Success Manager

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My son asked to make a purchase of .99 to access the Boston Globe online to read an article for a school project. I gave him permission to use my credit card to make the .99 purchase. I recently noticed a 15.96 recurring charge on my credit card starting on 9/29/15,10/27/15/11/24/15 and 12/22/15 these purchases were not authorized by me and I am seeking refund from the Boston Globe. So far they only agreed to stop the charges going forward even though I explained to them that I never authorized the current charges. My son is only 13 years old and not old enough to accept any legal terms or agreements.

Desired Settlement: i wish to have my credit card credited for the months I mentioned in a total amount of 63.84. Thank you for your help in this matter.

Business Response: Dear Ms ******** -Thank you for contacting us with your issue. Our policy does clearly state the terms and conditions of signing up for access to bostonglobe.com in three distinct places on the sign up page. As a courtesy to you I have gone ahead and requested that Finance refund all charges after the initial $0.99. You should see $63.84 refunded within the next 10 days.Thank you for reading the Boston Globe**** **** 

1/16/2016 Delivery Issues | Read Complaint Details
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Complaint: The Boston Globe has not delivered my paper since Dec. 27, 2015 and is unable to provide any information as to when they will be able to provide the goods and services that I have paid for. My subscription is paid through January 29th, 2016. I am asking for reimbursement of all money owed to me for undelivered papers and services (delivery) through January 29th. This will amount to $65.01. They continue to offer an extension of my subscription. But they cannot provide any service to me, nor can they tell me when they will. I simply want my money reimbursed.

Desired Settlement: I simply wish the Globe to send me a check for the money they owe me for services they are unable to provide. If they can begin providing me a home delivered paper, then I will re-contract with them should I still be interested in having the paper delivered. At this point I am not canceling my subscription, but simply asking for reimbursement for services and goods that are not being provided and for which there is no guarantee that they will be able to provide in the near future. I will not accept a subscription "extension" against some mythic moment that they may be able to deliver a paper to me in the morning. When they are able to do so, I am happy to provide them a credit card to charge. I want either a $65.01 refund to my credit card or check sent to my address.

Business Response: Dear Ms ******-I sincerely apologize for the frustration you have experienced as we try to rectify our delivery issues. We are working around the clock trying to correct the issues and make amends. I understand you spoke to someone from our office today. Unfortunately, our system can only refund money when an account is stopped. I believe your account has been stopped at this point and a refund has been requested. We will follow up with the Cambridge delivery manager and contact you back once we are sure the delivery issues have been resolved in that area and we can restart your account.Again, I apologize for your frustration.**** ****Customer Success TeamThe Boston Globe

1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a relatively cheap promotional subscription to the Boston Globe at an event in order to receive a free sweatshirt (it was getting cold out). I made a mistake by not cancelling before the promotional period ended, which resulted in me paying almost $30/month to have access to the Boston Globe website. Once I noticed this charge on my credit card, I tried to call to cancel. When calling to discuss a billing issue, the automated system attempts to transfer the call to the proper department but the line then just rings busy. I then tried to get connected by choosing a different menu option, which results in an automated message saying that they are experiencing high call volume, and then hangs up on me! I then e-mailed them to cancel, but their reply was that their policy is that subscribers can only cancel over the phone or online chat. In the meantime, I had another monthly charge on my account! I tried calling with the same result described above, and then tried online chat. The online chat option brings up a new window and shows a status of "Searching for Available Agent". Then after around 10-15 minutes, it says that no agents are available and then cancels the request. The Boston Globe is essentially charging me for a service I do not want, and will not allow me to cancel my account.

Desired Settlement: My main desired outcome is cancellation of my subscription. It would be nice to receive a refund for my last payment, considering I tried to call to cancel and I don't use the service, but I can see how that might not be possible.

Business Response: Dear Mr ******-I apologize for the trouble you had getting through to our Customer Service department. We switched Home Delivery vendors and our phone lines have been extraordinarily busy.We did cancel your account effective 12-31-15 and have credited back the last payment of $27.72 made on 12-14-15. This amount should be refunded to your credit card on file.Thank you for your patience, **** **** Customer Success TeamThe Boston Globe and boston.com

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** ******

1/12/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I subscribed to the digital edition of the Boston Globe for under $10 a month. They raised my rate to $27.17 without telling me and then when I tried to cancel my account, I find I cannot. I am not complaining about the price switch as much as the inability to cancel. You cannot cancel your account online at all. You are forced to call them. Then when you call, which I have done 8 times (not exaggerating), the call is dropped when they say they are connecting you to a customer service rep. Additionally, you cannot remove your payment info online, only change it, so you can't get it to cancel this way either. I am a prisoner of their system. *** used to do this, as I recall.

Desired Settlement: I want the following: to cancel my account, to be refunded the $27.17 they charged me for this month, and for them to change their practices of cancelling accounts so that it is easier to do.

Business Response: Dear Ms ******-I apologize for the issues you had reaching our Customer Service department. We made a switch in our delivery company and our phone lines have been overwhelmed. We did cancel your account today and have issued a credit of $27.72. That amount will be refunded to your credit card on file.Thank you for your patience,**** **** Customer Success TeamThe Boston Globe

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response ALMOST COMPLETELY resolves my issues and/or concerns in reference to complaint #********. I still wish the Globe to change their policy for cancelling accounts so that others are not placed in similar situations.  Regards, ******* ******

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2013 I subscribed to the Boston Globe online, as they offered a subscription for $0.99 however, when I realized I was getting charged $15.xx per month I tried to cancel my subscription but the Boston Globe will only allow you to cancel over the phone. I tried several times to call to no avail. I wrote the Boston Globe an email, dated March 1, 2013. The Boston Globe did not respond to my email. I believe I called the Boston Globe and finally got through to cancel my subscription. However my debit card continued to be billed and apparently the Boston Globe increased their rate to $27.72 per month, again without my knowledge or consent. Two days ago, I happened to be looking at my checking account and noticed this charge. I immediately called the Boston Globe "888" number and spoke to a call center in the Philippines who was extremely rude and told me that it was my fault for not checking my bank account and informing the Globe that it wasn't corrected as I was told. The call center rep refused to give me his name or allow me to speak to a supervisor. I called the Boston Globe and spoke to *** *** or *** ***. He submitted a refund request to finance. *** called me today and said that the Globe finance department is refusing to reimburse me the total amount I paid and offered me less than $100. I refused their offer and countered with splitting the difference. It is unfair that you can subscribe online but you cannot un-subscribe online, the Globe only accepts cancellations over the phone, but does not answer their phone.

Desired Settlement: I would like at least half the money that was taken out of my account refunded. The Boston Globe allows you to subscribe to their online paper online but you can not cancel or unsubscribe online, you have to call and do it over the phone. Which is unfair.

Business Response: Dear Ms ******-Thank you for contacting the Boston Globe. I see the previous notes made on your account. I also had a click report pulled which does show that your account has accessed our paid site continuously since 2013. Unfortunately we are unable to refund for an account that accessed the site. In this case, Finance did generously agree to refund you $100 or so. Since you were using the service, this refund was extended as a courtesy to you. I am afraid we cannot offer any additional refunds on your account. I can send you the click report in a private email if you would like.Thank you for reading the Boston Globe, **** **** Customer Success TeamThe Boston Globe  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The Boston Globe "allows" people to subscribe online but people are NOT allow to UNSUBSCRIBE online.  The Boston Globe offered very appealing affordable subscriptions "$0.99 per week, (bate) and then makes it difficult to unsubscribe when they charge the higher rate (switch). The Boston Globe will only allow cancellations of subscriptions via the telephone, (call center in the Philippines), knowing full well, that most working people can not stay on "hold" for hours or the phone would ring busy.The Boston Globe's stated that I had "activity" on their site, which does not justify their unfair business practices.  Again, I did not realize that I was paying for a subscription therefore, I did not login to read random articles etc. In addition, the Boston Globe purposely/strategically bills debit accounts on different days of the month so was not readily detectable that one's bank account was being charged. The Boston Globe admitted to me that they bill every 4 weeks and not monthly, like normal subscription services.  Why would the Boston Globe bill a monthly subscription every "four weeks"? Unless the Boston Globe did not want the subscriber seeing the deduction on a monthly basis. For example, I was billed on the March 3rd, the April 8th, May 11th instead of being billed on the "1st" or "15th" of every month.  If the Boston Globe billed monthly like most subscriptions, I would have readily noticed the recurring billing months ago.Finally, I did not receive an email from the Boston Globe that their price changed from $.99 per week to $15.XX per month or an email informing me that the price doubled from $15.XX per month to $27.XX. Suffice to say, I will accept nothing less than 1/2 the total amount the Boston Globe billed me. These unfair business practices should be investigated as I'm sure I'm not the first nor the last victim of the Boston Globe's unfair business practices. Regards, ******* ******    

Business Response: Dear Ms ******-I show that we sent a price increase email on July 14, 2015 to your email address on record (*******************) and it was opened on the same day. I'm sorry that you don't agree with our decision, but we did notify you of the price increase and you accessed our site many times over the months you are disputing. The Globe has very generously agreed to give you approximately $100 worth of credits even though we do not agree that they are warranted. That is the best we can do for you. Sincerely, **** **** Customer Success TeamThe Boston Globe

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I did NOT receive a notification in July 2015 of a price increase, rest assured that if I did, I would have tried to stop the erroneous billing back then.  In my last response, I sent a copy of my email request to cancel in March 2013 (I could not get though to the call center via the telephone) therefore, if it were honored, there should be no reason to have notified me of the rate increase. The Boston Globe continues to ignore the point that subscribing and CANCELLING are two very different processes, by design. The Boston Globe is using deceptive antics to lure potential subscribers (bate) and once the subscription is established, creating a difficult CANCELATION process (switch). I will accept nothing less than 1/2 the monies that was paid for a subscription that I did not want.  The Attorney General ***** ***** should investigate the Boston Globe for their deceptive practices...or perhaps the Boston Globe can have their "Spotlight" team investigate themselves. Regards, ******* ******    

1/11/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I pre-pay my Boston Globe subscription each month, but have not been receiving the paper. I cannot get through to customer service at the Globe on the phone or on live chat and my messages to them online have been ignored. I want a refund for my payment made on Dec. 14, 2015 for one month's service.

Desired Settlement: I want a refund for my monthly subscription. Payment was made on Dec. 14, 2015.

Business Response: Dear Ms *******-I apologize for the issues you have had reaching out to us, and the fact that we have not corrected your delivery issues. We are working to get the issues with our delivery service rectified as soon as possible. Unfortunately, the only way to refund a  payment is to cancel your account. ****** from my office just spoke to someone at your number and they said the paper is still not being delivered. ****** extended additional credits to you. We will also give you an additional two week credit to give us time to fix your delivery service. If these resolutions are not satisfactory, please respond back to this complaint and we will reach out to you directly.Thank you for your patience and for being a Boston Globe subscriber,**** **** Customer Success TeamThe Boston Globe

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Not only have I not received papers, but they already have my payment made on December 14, 2015. I want my subscription canceled and I want my money back. I am done with the Globe. Period. Regards, ****** *******    

Business Response: Dear Ms *******-I will go ahead and have your account cancelled today. We will refund the payment of $57.36 made on 12-14-15. Finance will process the refund and mail a check to the address on the account.I'm sorry we couldn't rectify your delivery issues.Sincerely, **** ****Customer Success TeamThe Boston Globe  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *******

12/29/2015 Delivery Issues
12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continued harassment from Globe Direct Marketing- distribution from the Boston Globe. After calling, and notifying online, I AM STILL GETTING THIS TRASH litered at my doorstep. 2 newspapers seemingly daily. I do not want this harassment any longer. If this continues expect legal action

Desired Settlement: I do not want this publication left at my doorstep ever again.

Business Response: Dr Mr. *********- I apologize that you continue to receive the Globe Direct package after you have asked multiple times for delivery to stop. I will work with the local delivery person to rectify the situation. I have contacted the delivery manager today to make sure they cease delivery. The Globe Directs are delivered on Thursday each week so I will follow up with you next week to ensure delivery has stopped. Again, I apologize for the frustration this has caused and will work with you until you are satisfied that the issue has been resolved. Sincerely,**** **** *****Manager Customer Success TeamThe Boston Globe and boston.com  

12/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On the 17th of November I called to cancel my Boston Globe Sunday Delivery. I was told my last paper would be the 22nd of November and that my refund would be within 10 days. I've called numerous times looking for my refund and they keep giving me the run around. The second time I called they said the refund would be ten days from my date of last delivery which is the 22nd. Right now I called and was told it will be 10 days from the 29th. I'm currently on hold trying to reach a supervisor but nobody is coming to the phone. They are just ignoring me. The rep was so rude I decided to make this complaint and I want my money NOW. Not next week, not next month. TODAY!!!!!

Desired Settlement: $19.96 should have been refunded on the 17th when I called to cancel service and I was already prepaid up til the 22nd. You've held onto my money long enough. I want my refund now. I really thought I would have that money in time for Black Friday and here it is December 3rd.

Business Response: Dear Ms *****-I sincerely apologize for the trouble you have had trying to resolve this issue.I contacted our Finance office and just received confirmation that this credit was applied back to your credit card this afternoon.  Please let me know if you do not see the credit or the issue is not resolved to your satisfaction. Sincerely, **** **** *****Manager Customer Success TeamThe Boston Globe and boston.com   

12/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I made a large overpayment to the Boston Globe in mid October 2015 in the amount of $800+ I immediately called the subscription department after realizing my mistake. The Globe promised my refund would be returned but it had to wait 10 days for the check to clear and then it would be processed it is now November 30 and I still have no refund - I have called repeatedly only to be told the refund has been processed and mailed-yet I still have no refund - The customer service reps won't let me speak w/ anyone in the finance - accounting department - although I have repeatedly asked. Each time I call account reps tell me to just wait - I cannot even get a check # from the reps to at least confirm the check has been processed. I am beyond out of patience with the Boston Globe accounting and customer service reps. Thank you.

Desired Settlement: I want my refund returned immediately - I also am angry that I was not able to speak to anyone with any authority to research this issue and all I got was a stock response - Thank you

Business Response: Dear Ms ***- I sincerely apologize for the frustration you have had to endure in trying to resolve this issue and I will work to get your concerns resolved. I have followed up with Finance and they do show that your check was mailed on November 25, 2015. I know that ***** from my team has been following up with you daily to see if the check has been received. We will continue to follow up until you are completely satisfied that your issue is resolved.Thank you for being a loyal Boston Globe subscriber, **** **** *****Manager, Customer Success TeamThe Boston Globe and boston.com  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.    Regards, ******** ***    

11/8/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/2/2015 Delivery Issues | Read Complaint Details
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Complaint: I have been receiving weekly deliveries of, Globe Direct, an advertising item owned by the Boston Globe, since Summer, 2014. I never requested this item and I do not want it. I do not use it. It is an item I throw directly in the recycle bin which is one more task I don't want. Should it be thrown out of my line of sight, it may well end up as trash blowing around the yard and the neighborhood, which is an eye sore and a littering problem. In winter it (wrapped in a plastic wrapper) creates a fall risk to me and to anyone who steps on my property who might slip and fall on it. I have phoned Globe Direct at ************ on 14 separate occasions since July, 2014 requesting that the deliveries be stopped immediately. Each customer service person apologizes, and tells me that the deliveries will stop. The deliveries continue. I have also emailed the company requesting that the deliveries stop. I have been assured they will stop. They continue. I just want deliveries to stop. I'm asking this company to do LESS, not more. I am extremely frustrated. I feel this is a safety issue, and a littering issue. I have attempted to handle this myself by phone and by email with no results. I am asking for assistance with this issue from the BBB. Thank you for any assistance you can offer to resolve this issue.

Desired Settlement: I would like a permanent stop to all deliveries of Globe Direct.

Business Response: Ms. *****-I sincerely apologize for the frustration and inconvenience this issuehas caused. I do see that you have made multiple attempts to stopdelivery of the Globe Direct. This morning I contacted the President of GlobeDirect, as well as the Regional Manager for the delivery person that works inyour area. The area manger assured me that her management group will go by and do avisual check next week after the carrier passes through your area to make surethere are no flyers on your property. They will continue this practice until weall feel confident that the delivery has stopped. Again, I apologize that you have had to contact us so manytimes and I assure you we are following up on this.Regards,**** **** *****Manager, Customer SuccessThe Boston Globe

Consumer Response: I continue to receive the Globe Direct as recently as today.  As you can see, they apologize and assure me that this problem is taken care of.  In spite of these earnest reassurances, I continue to receive Globe Direct.  If they indeed sent someone to check my doorstep today as promised, that person certainly missed seeing the Globe Direct planted firmly on my front walk next to the steps.  So, no, I do not accept their respoonse with more assurances as I have for the past two years.  I want the  delivery of this advertiser to STOP.   Regards, ******* *****    

Business Response: Ms *****-I contacted the Manager of the distribution facility as soon as I received your complaint this morning. They did go by and check your address after their carrier went through your neighborhood. They did not find a Globe Direct on your property. They are now contacting carriers from other facilities to see if they deliver in adjacent areas and may have left the flyer on your property after it was checked. I apologize again for the frustration this has caused. We will continue to pursue until this has been resolved.Sincerely, **** ****Customer Success ManagerThe Boston Globe

7/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Globe has told me that with each vacation stop my subscription is extended. Meanwhile I pay the same amount month after month and would not get the benefit of an extension unless I stopped my subscription, and then the paper would continue to be delivered until the extension is used up. I was told that the credit is never monetary. This contrary to what the vacation stop web page states: Vacation Suspension Suspend your Boston Globe delivery while you go on vacation. We’ll pause and resume your account, you will not be billed for undelivered newspapers Note that it states “you will not be billed for undelivered newspapers.” I have been billed. For 2014 I have about 45 days when I WAS billed for the papers since my monthly charges NEVER varied. When I look at my extension, the extension only shows for the current year. All my vacation stops from before 2015 have disappeared. Thus not only is the Globe in violation of their stated policy on their website, they are also in violation of their restate policy of extending ones subscription.

Desired Settlement: What I want is monetary credit for those papers that I have paid for but did not have delivered as per your stated policy noted.

Business Response: Dear Mr. **** - I apologize that you have not received a satisfactory answerto your question from the Boston Globe. I can most certainly assist you withstraightening this matter out.I see that you have spoken to *** from our office and heprovided you with all extension credits for 2015. We provide an extension forevery paper not delivered, either due to our error or for a requested vacationstop. We do not change your monthly amount, we simply push out the date that wewill bill you next. So if you have three missed papers, instead of billing youin 28 days (which is the normal period), we would bill you after 31 days on aseven day subscription.  Unfortunately, we do not have the bandwidth in our group toprovide you with credits and extensions granted prior to 2015. I have asked theFinance department to gather the information and compile your extensions backto January 2012. Once I have that information I will pass it on. It is a manualprocess and we appreciate your patience as we work to get you the informationyou need. I will email you at the email address we have on file once Ihave the details you are looking for. In the meantime, please do not hesitateto contact us should you need anything further.Thank you**** ****Boston Globe Customer Success Team

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I thank the person from the Globe who responded with a clear explanation (the first clear explanation). Regards, ******* ****

7/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Boston Globe's wholly owned subsidiary "***** ******" cannot process my unsubscribe request because the Boston Globe's email service that serves as ***** ******'s portal bounces the message and refuses to accept it.

Desired Settlement: Boston Globe is ultimately responsible for its sleazy advertising subsidiary because they host the channel for communicating with them for unsubscribing (not that I ever subscribed to them) and they have (intentionally or unintentionally) blocked access to unsubscribing. Boston Globe needs to immediately: 1) transmit my unsubscribe request 2) verify that the request was received 3) verify that the request was acted upon by ***** ****** 4) follow up with me to make sure that the request was actually implemented

Business Response: Dr Mr *****, I apologize for the inconvenience you have experienced in trying to get this issue resolved, and I can certainly take care of it for you.I see that your address is listed as Do Not Deliver, but this was recently noted, effective 7/17/15. Once we receive notification to stop it takes two weeks to become effective. I did also contact ***** ****** in ******** and advise them to stop mailing the flyers to your address. I received confirmation that the Production Manager was notified of this change. Again, I apologize that you we were unable to solve this to your satisfaction in a more timely fashion.Please let me know if you have any additional issues.Sincerely, **** **** *****Manager, Customer SuccessThe Boston Globe and boston.com

Consumer Response: Dear Ms. Bayes,Thank you for your reply and I appreciate your efforts in my case. I was eventually able to unsubscribe myself from your mailing list (I think -- although as you note there is a very long lead period in the printing so I won't know for sure for a while).However the issue that I filed the complaint about was the inability to unsubscribe electronically. (Actually when I first tried to unsubscribe, I got both a bounce-back on the email and voicemail inbox suggesting that the account was full).So what I particularly need to hear from you is that you have addressed the problems with the email unsubscribe option for the ***** ******. The following is the initial bounce-back message, but I would be happy to send the full SMTP header to your IT department upon request."Delivery to the following recipient failed permanently:     direct@gapps.globe.comTechnical details of permanent failure:You are not a member of this group, leave request failed."Please let me know what I can do to help you resolve this issue.Regards, ***** *****    

Business Response: Dear Mr *****-I apologize for the miscommunication. I actually looked very carefully at your four points and thought I addressed each one.   (Boston Globe needs to immediately: 1) transmit my unsubscribe request 2) verify that the request was received 3) verify that the request was acted upon by ***** ****** 4) follow up with me to make sure that the request was actually implemented ). I apologize if I did not understand what you were actually looking for.  The avenues that we provide to unsubscribe from ***** ****** are to email us at direct@globe.com or call us at ************. Both of these are directed to the Customer Service group at the Boston Globe. From the error message you provided it looks like you may have tried to email us and you received a bounce back. I’m not sure why you would have received that – I sent a test email myself yesterday and found it in the inbox without a problem. Your email may have coincided with a temporary problem with our email server. If you call the number provided on the bag it goes to our call center during open hours and to a ‘we are currently closed, please call back’ message after hours.I do apologize again, for the issues you encountered while trying to resolve this issue. Sincerely,**** **** ***** 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *****

6/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For the past several months, there has been a charge on my Amex statement in the amount of $15.96 for a Boston Globe Subscription. I never authorized any Boston Globe Subscription. Every month I wrote Amex about the unauthorized charge and they gave me the credit. I rightly deserved. But I had to be inconvenienced to write and keep writing them. I just opened my latest Amex statement and there is again. A charge of $15.99. It is getting too much and I am furious. Furthermore, calling the number given on the Amex statement (###-###-####) get you nowhere. It is 4-5 promotions for different deals, not related to your newspaper. After the annoying voice finished her spiel, a man’s voice appears, “you may hang up now!” No way of contact you over the phone to cancel, even though you state a phone number. such poor business practice is not acceptable. So that leads me to have to write to you.

Desired Settlement: I feel you are harassing me. I better not see another charge on future statements from you

Business Response: I am sorry that you have had trouble contacting us regarding
your digital subscription and am happy to help you resolve this situation.

I see that you signed up on February 25, 2015 online for our
introductory offer of $0.99 for four weeks of digital access to the Boston
Globe. The terms and conditions of the offer state that after the introductory
offer ends you will revert to the full price for digital access unless you
contact us to cancel. The number you listed in your letter is correct, however,
I am guessing you dialed ###-###-#### (as opposed to 888) because that number has
promotional deals and offers on it. That is not a Boston Globe number. We did
receive this same letter that you sent to the Better Business Bureau and
stopped the account and removed your credit card immediately.  

I see that in October of 2014 you had the same type of
situation with a Boston Globe digital account. The Boston Globe is careful to
always list the terms and conditions of our introductory offers online. The offers
will always state that they revert to full price at the end of the introductory
offer unless you contact us to cancel.

Again, I apologize for the inconvenience this situation has caused. Please don't hesitate to reach out if you have any additional questions.

12/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying since May of 2014 to stop the deliveries of the Boston Globe Direct circular fliers. I find three of them littered on my front stairs once a week and I do not want them. They cause a trip hazard for my elderly grandmother who lives on the first floor. I want all three fliers to stop. I've tried many times through phone, email and also had the attorney general's office call them to stop. They continue to come. I do not know what else to do.

Desired Settlement: I just want all deliveries to stop for all 3 floors for ** ******** ******, **********, ma *****

Business Response: We sincerely apologize that delivery of the Globe Direct has continued despite the repeated requests to stop. Our records are showing this address marked as Do Not Delivery since May. I have contacted the regional manager of our delivery service provider to follow up with the carrier. I have also assigned a resolution specialist to get visual confirmation tomorrow that the Globe Direct product is not delivered. 

11/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1 year subscription from a Boston Globe rep. while in ********** ******* **** in ****** ** at the end of Jan. 2014 to get the Sunday Globe delivered to my ** residence for $1.99 per issue for 52 weeks. The rep. knew I was a ** resident and charged my visa $103.00. I have a copy of the contract. The Globe now states my delivery date will terminate Nov. 16th unless I send them additional money. They state that this special price is not valid for ** deliveries, despite the fact that I purchased the Globe in a ** store from a representative that knew I also lived in **. I want the Globe to honor their 1 year contract that I have (Feb 2014-Feb 2015). I have sent a copy of the contract to the Globe, but they insist it is not valid in **, despite the fact that CT, RI, VT, and ME are the only states referenced for exclusions.

Desired Settlement: Honor the terms of the contract

Business Response: Dear ****** **********- thank you for contacting us. We apologize that you were given incorrect information on the NH rate by the sales rep. We are no longer using that vendor however we do value you as a subscriber and will honor the $103.00 rate for 52 weeks you were quoted. The difference between the rate you were quoted and the rate in ****** ** is $26.52. This amount has been credited to your account as of today. If you need additional assistance please do not hesitate to contact me directly at ********************. Sincerely, ***** ****inCustomer Service Manager 

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ********** Thank you, BBB, very much for your help in resolving this matter.  Sincerely, ****** **********

10/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The only way to cancel an e edition subscription is to make a phone call and be asked constantly by more than one person why you wish to cancel - there is no way to cancel on line although you subscribe on line.

Desired Settlement: Allow subscribers to cancel subscription on line - the same way they enroll for the service.

Business Response: It is true that we ask customers to cancel via chat or a live body phone call.  That is typical for most online subscriptions businesses.  We do not have plans to change this practice.  We do appreciate the feedback however.

Thanks you,

****** ******
Director of Customer Care

10/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the promotion rate and called to tell them to cancel it at the end of the promo before the promo ended and they billed me for two full months. I called them and they said they can only credit the last month and I told them they are very deceptive and they should have emailed me before charging my credit card and the finance guy got rude on the phone and hung up on me.

Desired Settlement: Refund the full two months they charged me for not reading the online content since my login didn't work anymore anyways.

Business Response: The subscription started and stop throughout the early part of the year and the last start we have was in May of 2014.  We have no record of a stop request via call or chat.  I will refund $15.96 which was the last payment.  

Sincerely
****** ******

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: have requested several times to stop the delivery of the Boston Globe Direct to my house. Since January of 2014 I have requested the service to stop over 10 times. I have called, emailed and filed other BBB complaints. Each time I am assured that delivery service will stop but it still continues. In fact another paper was delivered today to my home and thrown in my garden, damaging some of the flowers on my property. please stop delivery immediately. Each time I file a complaint or call I am informed delivery will cease yet, every week delivery still persists. This past week the paper was delivered and the delivery man trampled my bushes. I live at ** ******* *** **** **** **

Desired Settlement: I would like delivery of the Boston Globe Direct to stop immediately.

Business Response: Dear *** ******

I will once again report this to PCF.  Let me know at **************** if it happens again.

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

8/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested several times to stop the delivery of the Boston Globe Direct to my house. Since January of 2014 I have requested the service to stop over 10 times. I have called, emailed and filed other BBB complaints. Each time I am assured that delivery service will stop but it still continues. In fact another paper was delivered today to my home and thrown in my garden, damaging some of the flowers on my property. please stop delivery immediately.

Desired Settlement: stop delivery the boston globe direct to my home.

Business Response: I will have a representative from that area call immediately.  You did not leave your address, but we will call and fix this issue.

Sincerely,
******

8/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Boston Globe Direct continues to leave a plastic bag full of flyers on my front stairs. I made calls on March 26, July 15, July 25 and August 5th and was told EACH time that the person I spoke with would take care of it, contact the local distributor, and I would not receive any more of these plastic bags full of flyers. I continue to receive them. I have asked for the local distributor's address/phone number but they could not provide it for me. The phone # I called was the 888 MY GLOBE. I simply want them to stop leaving these, as I don't even subscribe to the Globe, nor did I ever ask for them to just be thrown at my front stairs.

Desired Settlement: I do not want to receive these any more. Ever. thank you

Business Response: I will personally handle this issue.

If it does not stop call me directly at ************.

Sincerely,
****** ******
Director of Customer Care

7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have called several times since February asking that you stop the delivery of the circulars to to my house ** ******* *** **** **** ma 02136. Each time i put in the request I informed that the delivery would stop yet it hasn't and its been six months. Please stop delivery ASAP.

Desired Settlement: stop delivering the circulars to my house.

Business Response: I will personally contact the distributor.  Please let me know directly at ************ or email me at *********************** if this continues.

Thank you
****** ******

Business Response: I will personally contact the distributor.  Please let me know directly at ************ or email me at *********************** if this continues.

Thank you
****** ******

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********** I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

**** ******

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint ********** I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

**** ******

6/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I wrote the following concern below after being charged $2.50 per week for my subscription, when it was supposed to be $1.99 per week. After being told it was an erroneous mailing in my area for the $1.99 offer, the Globe proceeded in sending out 2 more identical offerings in the same type of mailing packs one month later and then just yesterday again (6-24-2014). I can attach the mailer offer if requested. On Wednesday, April 30, 2014 12:23:40 PM UTC-4, *** * wrote: Hi, I recently attempted to subscribe online, using a code that I had received in a coupon pack mailer in March 2014. The coupon, which I've attached is for the Sunday only Globe delivered for $1.99 per week for 12 weeks. It's valid for customers who haven't subscribed in over 90 days to the Globe, and is valid through April 30, 2014 (today).. After subscribing online, I never received my Sunday Globe that following Sunday. I called the following week, explaining that I hadn't received my Globe and the rep. signed me up over the phone. I mentioned the coupon that I'd received in the mail, and was told that it didn't apply to my area. So I asked, why did I get it in my mail then? I was transferred over to a supervisor, who did not help in getting me the $1.99 per week rate. I've been auto billed on my credit card for the incorrect amount of $2.50 per week. I'd like to have the $1.99 price honored in some way, whether it be an extended subscription, or a credit is***d to my account. Please advise. Thank you, ***** *****, Globe acct: ******** Hello *****, Thank you for your email. Unfortunately, we don't handle subscriptions or problems with them. I would recommend calling our Circulation Desk, which would connect you to the people who would be able to help you with your subscription. Their number is ###-###-####. I know you called them before, but like I said, we don't handle the advertising or subscriptions. I am sorry for the inconvenience. Best, **** ******

Desired Settlement: I'd like to have the $1.99 price honored in some way, for the 2 months I've been overcharged, along with any future overcharges that I receive, whether it be an extended subscription, (preferred), or a credit is***d to my account.

Business Response: Our marketing communication for that program clearly indicates a 50% off rate that is $1.99 base rate but "offers vary" by area.  The cape is outside of our core market and full rate for Sunday only on the cape is $5.00.  50% off is obviously $2.50.

Given the confusion I will provide a credit of $6.12 as good will for the 12 week subscription.  We do feel the marketing piece is clear however.  

The credit will placed on the account today 6/26.  

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

Consumer Response:  I have attached a copy of the original Boston Globe offer that was received in late March/early April, and another mailing containing the same exact offer in May, and another coupon, offering for the same exact offer was received at my residence just the other day.  If this offer isn't valid to **** *** residents, then why has it been mailed to us on 3 different occasions?   I would suggest to the Globe to clearly state on that offer, the price for the "other areas" not covered by this special offer rate.  If the rate for any locations other than Boston is $2.50, it could be inserted by using an asterisk at the bottom of the ad, which could clear up some possible future confusion with other interested customers who live outside of ******, but receive this same offer.

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a busy health care practitioner in western Canada and was interested in reading one specific article that appeared in the Boston Globe's Health and Wellness section that was mentioned at a professional convention. I purchased the 99 cent trial which was billed on June 3, 2013 on my office Visa card. After being billed the 99 cents, the Boston Globe charged my office Visa card for $15.96 on June 17, 2013 for a subscription I never purchased. I called the Globe and informed them that I only wanted the 99 cent trial period and was not interested in the ongoing subscription because I live in Canada. They said no problem but a refund was not possible and it may take a month to process. On July 15, 2013 the Globe put another charge through for $15.96. Similarly on Aug. 12 and Sept 9, 2013. Called again to complain and the Boson Globe said that it will be cancelled but it may take a few months. On Oct 7, Nov 4, Dec 2 & 31, 2013, I was billed $15.96 each time. Called once more to complain and again was told that it will be cancelled but on Jan 27, Feb 24 and Mar 24, 2014 they continued to bill my Visa card. A total of $176.55 USD or $192.53 CAD has been charged to my office VISA card and I only authorized 99 CENTS! I have asked Visa today for help and they said that the only way to stop this fraudulent billing is to change my Visa Card number. This to me is unacceptable because it requires days of work on my part to inform by business clients. Today the Globe said that they will cancel my subscription that I never authorized, but no refund is possible, and that it will take a month! Same story over and over.

Desired Settlement: The Boston Globe should refund my $175.56 USD that I have overpaid and stop using credit card information from their 99 cent deal to bill unauthorized subscriptions that are of no interest to me here in Canada.

Business Response: Dear Ms. *******, I have looked at the account and our phone log and we do not have any calls coming from you other than the last call that was stopped.  I am happy to help you and work with you on this but I have no record of any contact with you.  We do log automatically all calls hitting our center.  What number might you have dialed from?  And do have any names?  And what number did you dial?  Let  me know, again, i am sure I can assist.   Sincerely, ****** ****** Director of Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

All the calls to the Boston Globe have been to the ********** number from my office phone system *** ********.  It is interesting to note that the first few times I called, the answering agent took my information and said that they would cancel the subscription I never purchased.  Yesterday when I called, I was transferred to the Cancellation dept for the first time possibly from my anger level.  This was definitely handled differently from the past times.  I was put on hold for about 10 min. and then *** returned to the line and explained the cancellation department was extremely busy and he would handle the cancellation for me.  He assured me that he would take care of it and only gave me a reference number when I pressed him for it.  Perhaps the Globe can look to see how much on line viewing I have done instead and realize that I only looked at one article and I never signed up for these charges>  

Business Response: After reviewing the account usage and information provided we will refund the $175 as requested.  It will be returned to your credit card within 2 business weeks (usually 1 week).  Please email directly if any problem arises. Sincerely, ****** ****** ******@globe.com

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

3/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Boston Globe advertises a 99-cent "free trial subscription" that is supposed to last FOUR WEEKS. Their web site at http://digitalaccess.bostonglobe.com/da/33/?s_tnt=********** spells this out. I signed up in mid-February for the 99-cent subscription with the intention to have this be only a TRIAL and not to continue beyond the four-week period. My initial (authorized) credit card charge of 99 cents was posted on February 17th, 2014. But then, instead of awaiting further instructions and the expiration of this "trial" period, they CHARGED ME FOR A FULL MONTH ($15.96) after waiting only TWO WEEKS into my FOUR WEEK trial. The charge was posted to my account on March 4, 2014. Although I have notified them that I want to cancel and did NOT AUTHORIZE this charge to be placed TWO WEEKS ahead of time, they have told me to expect to wait another two weeks before a refund will be issued and the subscription canceled. I believe this is a very unfair business practice; it takes advantage of that two-week "padding" so they can sit on this money until forced to return it after the free use of it for two weeks. This charge was NOT AUTHORIZED until the completion of my four-week trial period. They are being deceptive about it and only when taken to task about it, do they admit that it was charged two weeks "in advance." Why not offer the trial for two weeks instead of four weeks? Since you're essentially being billed at the two-week mark without authorization. I'm very unhappy about this practice and think the BBB should investigate this as a fraudulent method of obtaining free "loans" from unwitting subscribers.

Desired Settlement: I want the $15.96 refunded IMMEDIATELY rather than having to wait for them to sit on it for two weeks. They should never have collected it in the first place.

Business Response: We will refund the $15.96.  It will appear on your credit card statement within two weeks.Thank youCustomer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

They apparently did not read my concerns at all: my point is that the charge was made TWO WEEKS EARLY and I should not have to wait TWO WEEKS for the refund.

Business Response: As per the terms of purchase on the order page, we charge in advance for the upcoming period.  I realize not every customer reads the fine print, but we do indicate this will happen in the terms of purchase.  In terms of the timeliness of the returned funds, we process refunds weekly, as we do charges to our customers.  We say "two weeks" as often banks delay refunds and we want to make sure we do not create unreal expectations.  So, we collect from our customers in the same fashion that we return the funds to our customers, that being weekly.I hope this helps explain in greater detail the processing and charging process.Sincerely,Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

I still would like to see their policy changed to better reflect a customer focus, and not playing fast-and-loose with their entrusted credit card accounts. The fine print should be more obvious. In fact, I'd propose saying something along the lines of, "You may think you're getting a month of service for 99 cents, but you're really getting TWO WEEKS of service for 99 cents because we'll start a two-week-in-advance billing cycle. Be aware of this!"

2/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Boston sunday globe "Savings central" Newspaper advertising flyers etc in plastic bag deposited on my sidewalk weekly for 6 monthe at least. I have contacted the globe at ************, at least six times and told them to stop delivering this advertising as it is a huge nuisance. Must go out to sidewalk pick it up (usually soaking wet) take it inside, remove the wet flers from the plastic bag and discard the paper separate from the plastic - enormous waste of paper, time and efforts. Having contacted them at least six times and demaded that they stop - only to be assured that it would. This is bordering on harassment.

Desired Settlement: PLEASE CONTACT THEM AND DEMAD THAT THEY STOP DELIVERING THIS TO MY PROPERTY. n PLEASE CONTACT ME TO ENSURE THAT IT ACTUALLY STOPS.

Business Response: I will personally contact the local delivery agent and see that the delivery is stopped. Please call or email directly if there is any issue.

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

1/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Boston sunday globe "Savings central" Newspaper advertising flyers etc in plastic bag deposited on my sidewalk weekly for 6 monthe at least. I have contacted the globe at ************, at least six times and told them to stop delivering this advertising as it is a huge nuisance. Must go out to sidewalk pick it up (usually soaking wet) take it inside, remove the wet flers from the plastic bag and discard the paper separate from the plastic - enormous waste of paper, time and efforts. Having contacted them at least six times and demaded that they stop - only to be assured that it would. This is bordering on harassment.

Desired Settlement: PLEASE CONTACT THEM AND DEMAD THAT THEY STOP DELIVERING THIS TO MY PROPERTY. n PLEASE CONTACT ME TO ENSURE THAT IT ACTUALLY STOPS.

Business Response: I apologize that this has not been resolved.  I will personally see to this beings topped.  If any problem persists please call me directly at ************.

Director of Customer Care
****** ******

1/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In December, I subscribed to the online version of The Boston Globe, for one month for the amount of $0.99. Upon checking my bank activity, I realized The Boston Globe has charged my account $15.96 on December 31, 2013. I did not authorize this monthly transaction and neither have I logged on to The Boston Globe after my one month subscription. I contacted the circulation department by telephone to state this to them and ask them to refund my money. I was informed they would cancel this subscription but would refund none (not even a prorated portion of my monies). If I reach out to a magazine or any other publication, even they will pro-rate a cancelled subscption. Espcially one that was not authrorized. Evidently in the microscopically fine print is a disclaimer stating if you subscribe to the trial you a responsible for notifying them that you don't want a regular monthly subscription. Shame on you, Boston Globe for doing this. For a business that has been established since 1933 with an A+ BBB rating, I would expect more. I am surprised that the Boston Globe has sunk to such lows. I would expect a newspaper to have more integrity than this. I am disenchanted and disappointed consumer. A refund in the amount of $15.96 would be greatly appreciated.

Desired Settlement: A refund in the amount of $15.96

Business Response: When a subscriber accepts an online subscription we do have them check acceptance of our terms and conditions.  This includes the regular rate charge of $15.96.  Like most online subscriptions we do not prorate the existing period which is one month.  I cannot offer a refund but will make sure the subscription is stopped.

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

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is unacceptable.  I know for a fact that you have refunded others in the past and I expect the same treatment.  If you are going to establish a protocol, you must be consistent and not refund one person and not another.  I am appalled at your lack of intergrity and billing practices.  Please make good on this.  

Business Response: I do apologize that you feel you were treated unfairly.  The call to cancel and obtain a refund in this case occurred half way through the subscription period.  If we get a request within a reasonable period, several days or within one week even we may make an exception.  But we feel our terms are clear and we are following what are typical online subscription practices.  We will consider this case complete.

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

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name is ****** ** ********. I am writing to you in regards to the subscription my father has with The Boston Globe. I am incarcerated in ********* house of correction. My Dad ordered this subscription for me, it is a seven day a week subscription. Problems have been occurring since August. I have written The Boston Globe three times to try and fix the issue. My Dad has called close to a dozen times. Both of us were told that the problem was going to be addressed. The problem was not corrected. I was not receiving the paper, neither daily nor, at times at all. Some weeks I received six days of the newspaper on one day, always of the previous week. Some weeks I would only receive two or three days, also not within three to four days, also not within three or four days of the date of the paper. The problem continued, my Dad became agitated, because all of his efforts with no results. The Boston Globe continued to charge his bank account for the subscription. I decided to write to the Globe myself from jail. A customer advocate by the name of ***** said she was going to attempt to resolve this problem, unfortunately the problem became worse. The address that my Dad told the Boston Globe to send the paper to , in my name is: ****** ** ******** MSA ******** * **** ** ***** Rd ** ******** MA ***** Now it is being delivered to my dad’s post office box. The post office in *********** has been complaining to my dad because of lack of room for the mail. My parents try very hard to ease things for me at this time my parents are suffering because of this. My parents are both disability and have a very difficult time physically and finnancially. I am hurt because I am not able to help them like I do when I was not incarcerated. I live with them, for they need my help. I feel awful that they are struggling without me. I gave The Boston Globe ample time to make this problem go away. I even wrote a letter asking for help to the owner. Please help me make a right of this wrong.

Desired Settlement: mail paper to my correct address( included on complaint form) bought by my Dad: My Dad’s address: ****** ** ******** PO BOX *** *********** MA ***** ph# ************

Business Response: Dear Mr. ********, The problem resides with the local post office or the prison post office.  We mail 500-600 copies of the Globe every morning, without fail, religiously.  If we did not, we would have 500-600 complaints daily for this subscription type.  I can promise you that we do not.  We have issued credits upwards of $183.00 on this account.  We cannot issue any more.  I obtain production reports daily that tell me if these papers have gone out...daily, and they do without fail.  We have experienced issues with correctional facilities where mail is not processed daily, OR, in some cases where newspapers are actually taken by the guards (hate to suggest  this happening, but it does).  In other instances the local post office does not deliver to PO Boxes because they have no room.  All of these are beyond our control.  I would suggest you ask the correctional facility to audit it's operation, or the local post office.  I can tell you our truck hits the south boston mail facility daily, each and everyday but Sunday when those copies are delivered on Monday as Sunday they are closed. I really have no other solution.  I wish I could fix something on our end, but we have nothing to fix.

Sincerely,
****** ******  

1/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April 2013, I subscribed to the online version of The Boston Globe, for one month for the amount of $0.99.After closely reviewing my statements this evening, I realized The Boston Globe has been charging my account $15.96 starting in May 2013. I did not authorize this monthly transaction and neither have I logged on to The Boston Globe after my one month subscription.I've contacted the circulation department via email and demanded a refund in the amount of $143.64. I will contact my bank in the morning and halt any forthcoming withdrawals from The Boston Globe.I'm quite surprised and angry The Boston Globe is in the practice of such devious business practices.Your help would be much appreciated.***** *********

Desired Settlement: An immediate and full refund of $143.64

Business Response: We have cancelled the subscription and will refund the last payment of $15.96.  Upon subscribing the disclaimer clearly states that the offer will continue at the regular rate unless the subscriber notifies us that wish to cancel.  This is a fairly common practice for online subscriptions.  The refund should be processed and returned within approximately 2 weeks.  

Sincerely,
****** ******
Director of Customer Care

An example of our typical disclaimer: BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks. At the end of the introductory period, your digital subscription will continue at $3.99 regular rate per week unless you cancel your subscription. Existing subscribers are not eligible for this offer. Prices are subject to change. Additional terms and conditions may apply.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response although it doesn't completely satisfy my concerns, I do accept the resolution in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Thank you

12/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Account number ******, service interruption on 11/21/13 was reported using automated phone service and later confirmed by a telephone call from a Boston Globe representative. I was not issued credit as promised. My 11/25/2013 statement showed the service interruption but 0 days credit. I spoke by telephone with "John" of the Boston Globe's billing department on 12/02/2-13, who stated that he would immediately issue a 1 day credit, and attributed the problem to a "system error." The credit did not appear on my 12/23/2013 statement. Multiple failures to correct the problem suggest that the failure to credit is a company policy, not a "system error."l

Desired Settlement: Issue one (1) day credit to account number ****** and confirm credit by notifying customer by letter or e-mail.

Business Response: Credit of $1.35 was issued on 11/21.  It changed the paid thru date by one day.  Because this was not made clear I will issue an additional 1 week service credit.   The account is currently paid through 1/5/14, it will now be paid thru 1/12/14.  Your next invoice will reflect these new dates.  Please allow one week for the credit to be reflected.  

Sincerely,
Robert Saurer

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9854890. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,

Jerome Hartke

10/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Boston Globe cashed a check Aug 14 of $123.70 (made out to American Express) enclosed slip stated I was paying $10.52 for subscription. I notified them immediately and asked that they return the balance $113.18 that week so I could pay American Ex (to avoid late fees)/in low income housing and need money returned to pay bill. Service reps hung up on me-told numner of times check was being processed will take 3-4 weeks They were unable to say if and when check was mailed Still have not received money back Oct 14,2013 2 months later

Desired Settlement: I now want my check of $113.18 + a 6 month free subscription of Sunday newspaper for stress, aggravation, late fees to American Express and needing to withdraw money from stock account(sell stock) to pay AmEx bill. I have spent hours on hold and try to reach a billing manager terrible customer service

Business Response: We have mailed a second refund for $113 ($123 less the charges the month that the subscriber was active).  The first one was mailed on 9/17 and was never cashed.  We have mailed a second refund on 10/15 which should arrive any day (they are labelled NYT company).  Please look for such.  We cannot be responsible for a subscriber mailing an incorrect amount.  Like most companies, checks mailed with a bill remit are processed electronically.  We cannot offer a free 6 month subscription for this issue.

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

10/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In Spring, 2013 I was a Sunday only subscriber to home delivery of the Boston Globe (account #******). I suspended home delivery, effective July 4, 2013 for the summer. On July 8, my credit card was charged $15.96 for the next 4 weeks. My account should still have this credit balance. During the summer, I purchased a "LIVING SOCIAL" offer of 16 weeks of Sunday home delivery of the Boston Globe, with the requirement that user has not received delivery within 90 days. (Living Social Voucher - **********). After 90 days of inactivity, on October 9, I processed the Living Social offer. I did not receive delivery on October 13. I phoned customer service on July 15, spoke to ***, who said he would resolve this issue. I did not receive delivery, today, October 20. The Living Social web site shows my voucher has been redeemed by the Boston Globe.

Desired Settlement: I would like either 20 weeks of home delivery of the Boston Globe (4 from the credit card charge in July, and 16 from the Living Social offer) or a refund of the cash value $78.96 ($15.96 for the credit card payment and $63 for the Living Social Offer)

Business Response: We will honor offer and start asap.Thank you.****** ******Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ****

10/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am a subscriber to the Boston Globe. I have given the Boston Globe my credit card information and they have been charging my credit card correctly until August 2013, when they started charging me twice for each month. I have called the Globe numerous times to alert them for the mistake. I have provided them my credit card statements to prove the point. Until today (10/8) the issue has not been resolved. I am being referred to an advocate line (617-929-2233 x4), which does not get any response.

Desired Settlement: I would like the Globe to stop billing me twice each month. I also would like to be compensated for time it is taking me to clear this issue - I would like to get one free month.

Business Response: We spoke with this customer and have arranged a full refund.

Sincerely,
Boston Globe Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response is premature.  The Boston Globe is supposed to charge back to my credit card about $280 and this has not yet taken place.  I would see that the issue is resolved when the payment is made.  I need to add that with the level of customer service that the Boston Globe provides its customers, this service should be flagged on the BBB's web site.  It took more than a month for the Boston Globe to react and only after your intervention, they researched the issue and accepted their responsibility. 

Business Response: A full month of credit has been applied.

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

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

10/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for subscription to have 2 copies of the paper delivered on Sundays. Had multiple problems with receiving one or no papers so I contacted them to cancel my subscription. Received no paper the week after but then received a single paper for two weeks after. I noticed that they billed my account again after cancellation. I contacted them about this and was simply told when my last delivery date will be. Then someone called me and said that they would continue to deliver papers that day and for a few weeks to make up for the missed papers and that they would be refunding me. That was a week ago and I did not receive a paper and have had no word since of getting my money back.

Desired Settlement: Full refund of the last billing. It is difficult to tell if I've even received all the papers I've paid for previously.

Business Response: We will refund $15.96 within two weeks.

Sincerely,
Boston Globe Customer Care

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Frequent missed deliveries of my Sunday Boston Globe newspaper. I realize this is a distributor issue. However, BG will not issue a credit for missed paper. When my paper is not delivered, I purchase a copy. I pay $3.50 for a Sunday Globe. They tell me their policy is just to extend my service by a week for each missed delivery. That doesn't help. I want credit for what I pay out of pocket, which would equal two Sunday deliveries.

Desired Settlement: That the BG credit me for the multiple times I've had to purchase the paper @ $3.50/each.

Business Response: We will credit the account the $17.50 but in the future we cannot credit the $3.50.  Our policy does exist for valid reasons.  Please let me know directly if you continue the delivery of the Sunday paper. If the paper is not there at 8AM please call customer care at 888-MY-Globe for a replacement.   That is the more immediate issue.  

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

7/11/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked many times that my newspaper be delivered between the front doors, so my husband can retrive it himself. He is handicapped and has a very hard time bending over. This only happens when we have a non-regular person delivering the paper. The regular person is TOO LAZY to get out of her car and put the paper where it belongs. Sometimes in gets buried in the snow, or lands under the car.

Desired Settlement: I want the paper to start being delivered correctly!!!

Business Response: I do apologize for the poor service.  I will handle this personally.  Please call me at ************ to speak with me directly.

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


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