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BBB Accredited Business since

The Boston Globe

Additional Locations

Phone: (617) 929-2000 Fax: (617) 929-3296 View Additional Phone Numbers 135 Morrissey Blvd, Dorchester, MA 02125 http://boston.com



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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 38 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

38 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 15
Delivery Issues 4
Guarantee/Warranty Issues 0
Problems with Product/Service 14
Total Closed Complaints 38

Customer Reviews Summary Read customer reviews

4 Customer Reviews on The Boston Globe
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

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. Mary Beth Bayes, Customer Success Manager
Contact Information
Customer Contact: Ms. Mary Beth Bayes, Customer Success Manager
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)

7/22/2015 Billing/Collection Issues
7/10/2015 Advertising/Sales Issues
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,
****** ******

3/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am trying to subscribe a Sunday none priority to my 97 year old father in Florida. It has been three weeks of leaving messages every day that never are returned. I have spoken with a number of people and told I need to contact a different department. When I do, I always receive a recorded message to leave my phone number and I will receive a call within 24 hours. I have yet to receive a returned phone call from anyone. Last Wednesday I finally made contact with ***** at 6179292233 option 3 only to be told I need option 4 the advocate. I have left messages there every day with no reply. The Boston Globe offers a way to perform the action I am trying to complete. After filing out the form and submitting it, I am sent to this error page “You have reached this page in error. To return to the previous page click here.” After two weeks, I finally received an email from Mike Jones Customer Service Boston Globe 1 (888) MY-GLOBE 8886945623 circulationservices@globe.com. I have no idea what he was talking about and it was obvious that he did not open the PDF file attached included copies of what I have been through. He did include this incident number [Incident: ************]. I have sent messages to support, circulation services, bostonglobe1@mailmw.custhelp.com and mailsubscriptions@globe.com>: At this point I have no idea what to do since no one answer the phones or returns phone calls. **** ********

Desired Settlement: Complete my transaction so my 97 years old father gets the sunday paper.

Business Response: Dear Mr *******,
I will try and reach out to personally.  If YOU DO NOT hear from here by 3/19 midday, please call me directly...************.

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

3/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a free online trial of the Boston Globe. I was to be charged if I didn't cancel within 8 weeks. About one week later, I found that my checking account was charged over $15. I called and left a message to request a refund. I received a voice message that my account would be cancelled and I wouldn't receive any more charges, but nothing about a refund. I called back the next day and repeated my request for a refund, since I never should have been charged. The service rep believed that it may have been a 99 cent trial. She said she would look into it and get back to me within the day. I called a third time, the next day (today). The service rep said that the person who was supposed to call me was gone for the day and he'd email her to call me tomorrow. I asked to speak to a manager because I didn't wish to make a fourth phone call. He said that wasn't possible because they were all supervisors. I said that I hoped she called me back tomorrow and that in the meantime I would be filing a complaint with the BBB.

Desired Settlement: All I want is a refund of the full amount that they charged me for a subscription that I never ordered.

Business Response: Our CS team did reach out to the subscriber and resolved the refund issue.  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.

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a bad time with Boston Globe just a few months ago. The salesman misrepresented the offer I was given, and there was NO resolution. Anyway, I have received at LEAST 6-8 letters from them asking me to resubscribe. After the 3rd or so, I wrote nicely to "please do not contact me again. I have NO interest in your paper, now or in the future. Stop sending me these letters" And the next one came & I asked politely for them to cease & desist. Then the next one came, and the next one. and I wasn't so nice, and they became more of a harassment to me than anything else. I am under psychiatric care, and my psychologist told me to avoid stressful situations, yet these letters CONTINUE to be sent, stressing me out even more...if they don't come every other week, they come at least once a week & I am SICK & TIRED of them! Every time I see another one, my stomach gets in knots, my blood pressure goes up & the anger & rage set in! This is starting to affect me in a physical way & I'm having to take more & more anti-anxiety medication!

Desired Settlement: The letters need to STOP ASAP! I cannot handle any more stress from The Boston Globe...PLEASE make them stop! I do not want to contact an attorney for this issue, but if I HAVE to, I will go after a settlement for ongoing psychiatric care for all the stress this is causing me!

Business Response: We will certainly add your name to our do not solicite list.

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.

3/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been receiving the Boston Globe Direct, a giant useless coupon pamphlet, at my home for years. I never requested this be delivered to my home. I am not a Boston Globe subscriber, even, and don't know where they even got my address. All I know is I have followed their "unsubscribe" instructions many times, yet I continue to receive this item that I never even asked for and do not at all want. I have requested SEVERAL times that this item stop being sent to my house. I have emailed, I have called and left messages, asking that they unsubscribe me, as per their instructions. Yet I never get any sort of reply and it continues to be delivered. It's a huge nuisance, often stuffed messily into my mailbox, and a waste of paper. I immediately throw it away (well, recycle it away). It's gotten to the point where the sight of it in my mailbox, after all my failed unsubscribe requests, just makes me furious. Why am I receiving this "publication"? How did they get my address? More importantly, why do they print unsubscribe instructions when they clearly do not recognize unsubscribe requests? Am I doomed to receive this collection of used car advertisements for the rest of my natural life?

Desired Settlement: I would like to never receive a Boston Globe Direct again, and be sure that individuals who wish to unsubscribe from it in the future have their requests honored.

Business Response: We will stop the Globe Direct within two weeks.  

****** ******
Director fo Customer Care

3/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have signed up for the Boston globes essential package which is for just coupons and Flyers sent to me weekly which i have not recieved since November and by making calls to the customer service department at the boston globe they say i will get it by a cetain time and then you never recieve it or you will get it tommarow which you never recieve it and then you will get a call back from the Regional Manager with in 48 hours and you dont get the call backs its either that that driver does not want to do his job or boston globe is not fulling there adversitement i did recieve a post card from the boston globe stating that i will be recieving my papers every saturday but never get them i want this issue resolved i want my flyers and mostly my coupons i even ask if they can be mailed to me .

Business Response: I apologize that we have not properly delivered our Savings Central package.  I will speak at once to the local staff.  Please email or call me directly if it fails to arrive on Saturdays.  

****** ******
Director of Customer Care
617-929-2209 

1/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: incomplete order 12/23/12 Boston Sunday Globe On 12/23/12 I order a copy of the boston sunday globe. On 12/27/12 I reveived less than half of the 12/23/12 Boston Globe Sunday paper. I only received section A front page, B Metro, C sports. According to the index I did not receive section G, section J, section K, section M, section N, Globe Magazine, and comics. I also did not receive the parade magazine. No ads were included with the paper An email on 12/27/12 and phone call on 12/31/12 to the Boston Globe have not been returned or replied to.

Desired Settlement: Request that the rest of the Sunday Boston Globe newspaper 12/23/12 includung the Globe Magazine is mailed to me.

Business Response: I apologize that the paper was incomplete.  I will issue the credit, but let me know directly of the problem continues.  **************** is fine to reach me.  

****** ******
Dir 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.

I do not want a credit for the order. I am requesting the complete paper be mailed to me. I have received an email from the boston globe stating they are mailing the complete paper. When I receive the complete paper this complaint will be resolved.

1/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I originally subscribed to a Sunday-only 1 month delivery of The Boston Globe on Sunday, November 18th, 2012. ( I thought the issue was resolved so I threw away the pink receipt I was given at the time) I got the four Sundays of newspapers & thought that would be it. They sent me a bill for resubscription, but I threw that away because I really didn't like the paper. The four papers came & then another was delivered on 12/30/12! (the first was on 12/2) I immediately called Monday the 31st and spoke with a "****** who told me they auto-renewed (something my subscriber hadn't told me when I signed the paper) and they would stop. I told him I was charged $10 again on 12/24/12 without my knowledge & I wanted a refund. He told me that since they already sent one paper out, I would only get $7.50 back. I said alright. He said the charge would be returned on the Friday following the last delivery, which would have been January 4th, 2013. I still have no refund of my $7.50. He gave me a confirmation number of ************** I moved into another place, and again, on Sunday, January 6th, I received another Sunday paper at the old address. I immediately called & spoke with a "******* who said that paper was their mistake & my refund should be processed "soon". It's now January 17th, and still no refund to my pay card! (they took it off file, but I was told by "****** that they could refund my money to it anyway somehow). The account at the time was listed at: ** *** ****** *********** ** ***** ************

Desired Settlement: I want my $7.50. I really want my $10 after all this trouble, phone calls & BS, but I did agree to the $7.50 they promised me which I have yet to receive! Thank you very much. I have asked them THREE times to cancel my subscription & refund my money-It's only $7.50, I don't know what their issue is!

Business Response: In reviewing the account it appears that you are not entitled to a refund due to the following:

- You subscribed to an order at ******** ****** and receieved a $10.00 gift card which offset any refund.  The order form clearly stipulates that if you stop prior to the 3 month offer period you would be charged the value of the gift card.  This is done to keep customers from getting the gift card and simply stopping immediately.

- You paid a total of $20.00.  You got 5 papers worth $12.50.  We had to charge you $10.00 for the gift card.  Net value to you was $22.50.  We wrote off the additional $2.50 difference in good faith.


I hope this explain the situation.

Sincerely,

Customer Care

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 # *******.

I'm still waiting for ANY refund from The Boston Globe. I canceled my subscription TWICE now and have never received my refund they promised to give me. Still no response from my complaint with the BBB either! I really need that cash back. It's only $7.50, but it's the POINT that they SAID they would return it, and they've kept it & I never got any newspapers for that cash! I do not WANT the paper, so they stopped them AND kept my money! (I never even AUTHORIZED them to TAKE the $10.00 to begin with!) I don't know WHY this is taking so long...

Regards,

***** *****

 

 

Business Response:

We did cancel the paper in acoordance with your first call.  You were charged ONLY for 4 papers.  You were also charged the value of the donuts card as per the offer letter you signed.  We have met our obligation and charged you accordingly.

Sincerely,

Boston Globe Customer Care

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 # ***

I signed my contract for a FOUR WEEK, $10-Sunday ONLY subscription with a $10 ******* gift card-NOT a "donut card" (and my salesperson explained this was a gift for subscribing! My ONLY reason for doing so)
There were NO obligations to keep this paper delivery ANY longer than the four weeks.
NOTHING was said on my pink, original slip, that if I canceled my subscription after the four weeks would I be charged the $10 for the price of the gift card...if this was so, you people would MAIL the gift cards out after another 4 weeks is purchased to maintain a reason for people to keep paying for the paper another month!  WHY give me a gift card RIGHT THEN & THERE telling me I have a four week ONLY subscription?
I would like to SEE, IN PRINT (not handwritten) my original receipt with you people that claims I will be charged the price of my gift card if I canceled my newspaper subscription after the four weeks-that is ABSURD!!  There IS NONE, AND THIS WOULD BE AN UNAUTHORIZED CHARGE TO MY ACCOUNT if so!
When I found out I was charged ANOTHER $10,  I called on December 31st and spoke with *****, reference number ************* and was told since I got ONE extra paper, I would have to pay for IT, and I will be refunded $7.50 TOTAL.
When another week went by and I didn't GET my refund, I again called and spoke to ****** on January 6th, 2013, and she told me my $7.50 refund was to be processed the following Friday, which was January 11th. Nothing was said about any gift card either of these times I called.
When the 11th came & went, and another week came & went & I receive NO papers OR refunds, I file this complaint.
I demand $7.50 back refund immediately...or this will go further than the BBB. I'm becoming EXTREMELY emotionally stressed over this issue & may end up needing emergency room care for my elevated blood pressure.

1/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a trial subscription to the Boston Globe digital service, which they advertised to be $.99 for the first month. At the conclusion of the month, I determined that I no longer wished to subscribe as I was not using the service often enough to justify the weekly expense. On 12/14/12, I tried to cancel the subscription online, but learned you have to cancel by phone. I called the appropriate number (617-929-2233 x5) and was put on hold for the next available representative, but the representative never answered, and I was eventually transferred to a voicemail service. I called several times and eventually left a detailed message explaining I wanted to cancel and to please call me back. Someone returned my call the next day and left a message saying to call the same number and use the same extension to speak with a representative to cancel. I called repeatedly throughout the week of 12/17/12 and never reached a representative. On 12/18/12 my credit card was charged $15.96 for the Boston Globe service. I left several messages but never got a return call. I called again on 1/4/13 and on 1/9/13 - and again left voicemail messages. I have not received any calls back. I want to cancel my subscription and do not want to incur any charges for the service.

Desired Settlement: I want them to cancel my subscription and stop charging me for the service I do not want.

Business Response: I paologize for the poor service.  We have stopped the account and will refund the $15.96.  You should see the refund 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.

12/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Boston Deals (associated with the Boston Globe) offers deals at restaurants and discounts off goods. If you purchase a deal but don't use it during the promotional period, your original purchase amount becomes a credit at that vendor (effectively a gift certificate), and you forfeit the promotional discount. If the vendor refuses to honor the deal, or the remaining balance, Boston Deals indicates that they will refund your purchase (commonplace in this industry, where ******* and ***********l are big-name competitors). However, Boston Deals has been "processing" my refund for over 4 months! Their email responses indicate that I should expect a refund within 48 hours, then 1 week, with the most recent email indicating it would be a 3-4 process. It has been almost 20 weeks, and the phone number included in their email doesn't ring, and goes directly to a voicemail box, which is full and doesn't accept messages. Unfortunately, the customer has no recourse with this vendor.

Desired Settlement: I simply want them to process my refund.

Business Response: I apologize that this has taken so long.  I will check on it first thing Monday morning.  If you do NOT have it by the end of the week please call me directly at ************ and I will take additional action.  THis should not be an issue.

Sincerely,

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

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 #*******.

Regards,

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

11/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently agreed to a 99cent a week, for the first four weeks, of the Boston Globe Online. This special was due to run thru November 21, 2012, when it would convert to $1.99week/12 weeks: Response Via Email (**** ) 11/05/2012 02:29 PM Hello ***** *******. Thank you for contacting the Boston Globe. This email is a confirmation of your discounted rate of $1.99 a week, effective for 12 weeks. This rate will be effective on November 21, when your initial offer rate has expired. Please let us know if you have any questions. This morning the Boston Globe, both prematurely and inadvertantly, debited my bank account $15.96, thus forcing me to incur a $29.00 overdraft fee: 11/12/2012 Insufficient Funds Charge $29.00 (-$43.56) 11/12/2012 POS Withdrawal (ELN) GNC*GLOBE / DIGITAL GNC*GLOBE DIGITAL ***-MYGLOBE MA $15.96 (-$14.56)

Desired Settlement: I want The Boston Globe to: 1. credit me back $15.96 they should not have debited from my bank account; 2. credit me back $29.00 for the overdraft fee I incurred as a result of their errors; and 3. cancel my subscription IMMEDIATELY, and refrain from any further debiting of my account.

Business Response:

We apologize for the incorrect charge.  We will refund the $15.96 and cancel the account.  We cannot reimburse for the insufficient funds charge however. 

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.

The response from the Boston Globe is totally inadequate.  Their gross and negligent billing practices caused my bank account to be overdrawn because 1. they withdrew the wrong monthly charge prior to the end of the initial introductory rate, November 21, 2012; and 2. because of their unscrupulous billing practices related to the prior point, my bank account was overdrawn due to THEIR ERROR.  My demand remains intact: refund of the $15.96 incorrectly billed to my account as well as the $29 overdraft charge I incurred due to THEIR ERROR!!!

Business Response: Again, we do apologize for the error.  However, given what was submitted it appears that even the correct charge of &7.00 and chnage would have still caused the insufficient funds charge by the bank. 

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.

The 4 week, 99cent/week  trial period was supposed to run thru November 21, 2012.  The Boston Globe, even if they had debited the correct amount, should not have debited ANYTHING until the end of the 4 week trial period on November 21, 2012.  Had they waited AND debited the correct amount, the account would not have been overdrawn.  Therefore, my original complaint stands: reimbursement of the $15.96 incorrectly billed to my account AS WELL AS the $29.00 to cover the cost of THEIR causing my account to be overdrawn.

10/27/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a 26 week promotion for Boston Globe @ Shaws Supermarket in Waltham for $45.50. I was told it was for 7 days a week...I asked the sales rep 3 times to make sure it was 7 days a week or I was not interested. Never received a single paper so called The Globe. Customer Service stated that I was not signed up for 7 days...only Sundays. As advised, I cancelled subscription and sent $10.00 Shaws Gift Card back to the address I was given...in order to receive $45.50 credit. Received $32.00 credit NOT $45.50. Called again...was told, "Sorry we received the gift card but cannot credit the money back to you"?! Was told to call (617)929-2233. No one answers this number...left messages...called several times to no avail. I'm ** years old and have to deal with being outright lied to by The Globe Sales Rep and then lied to again by the Customer service Rep's for $13.50. I will never again subscribe to this paper. In summary I am being charged $13.50 for nothing but stress and aggravation.

Desired Settlement: I expect a full refund of the amount I paid which is $45.50 in full.

Business Response: We did researchh the issue and will refund the entire $45.50.  The order was for Sunday only and apologize that the rep was misleading in the sale.  That will addressed.  The additional refund will be forthcoming.

Sincerely,
****** ******
Director of CS
************

10/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Boston Globe was advertising alot lately offering .99 for four weeks subscribtion but failed to inform the customers that once you input your credit card information, there's no way to manage your account after throught the website. The account managing services was only available to the paper subscriber but not to the digital subscriber. However, it made it very VERY easy for digital subscriber to set up the account and input their credit card information. I don't get it! if I set up the account, i should be able to manage the account. It makes it difficult for users to understand exactly how much the company is charging the account nor to update the account/change their credit card info. I had to call the Boston Globe and was hold for a long time to talk to anyone. I waited during the day time to chat with someone from the Boston Globe but only to told that there's no access and I'm not able to cancel the account right away. Although they charge the weekly bases, but I am not able to cancel the account until the end of the month. It is a bad business practice. Not only I wasn't happy with the service becuase during the digital subscription of Boston Globe, I had numerious attempts to log in the account that didn't work - somehow it didn't recognize the password, I'm very surprised that they don't give any option for digital subscriber to review their account once they given't the credit card information.

Desired Settlement: I CHAT with (******) at the boston globe chat room but only to receive bad customer service. I wanted to close the account for along time but the BOston Globe made it difficult to do that. I searched alot from boston globe and had numerous attempt to log in to the account which never available to us. This is bad business practice and I want the money back. I don't want to even spend a dolllar on a bad business practice.

Business Response: Dear Ms. ***,

I apologize that we do allow online account management.  That feature will be coming in 2013.  However, even with such we still would have customers chat or call to cancel.  In terms of cancellation timelines, we do require cancellations in advance of an upcoming billing period.  Like most online subscription services we do not prorate for partial months.  That is why the full charge of $15 was applied.  We do state these terms in our terms of service and purchase that is checked by the consumer when subscribing. 

Sincerely,
****** ******
Director of 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.