ComplaintsforThe Boston Globe LLC

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Initial Complaint
03/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Had a lifetime rate of ***** with the paper, got a notice they would no longer honor that, called and cancelled the paper if they were raising the rate, they did not cancel, raised the rate an additional ten dollars over the amount they were trying to raise it, did not notify me and charged my credit card the higher amount then refused to refund the amount they charged the card, only a discounted amount.
Customer response
03/14/2024
I have not heard from the business in response to my complaint.
Business response
03/22/2024
Good afternoon ****************,
I left a voicemail today with my contact information and sent an email advising of your requested adjustment and refund.
I did review your account and found you did request to stop your subscription when you called on January 12, 2024, and unfortunately I do see there was an agent error and the subscription was not stopped on 2/26/24 as advised. A refund of $48.40 has already been issued and I have ensured you will receive an additional refund of $20.20 returned to your card within 7-10 days.

Further, I do see you restarted your home delivery at a discounted rate recently. I want you to be aware we would be happy to honor your prior reduced rate of $51.00 every 4 weeks once your current promotion expires. I apologize this option was not offered to you when you spoke with an agent in January. I will set a reminder to confirm that discounted rate with you via email/call once the promotion is over.

If you have any further questions or concerns please reply to the email sent today. We certainly appreciate your longtime support of The Boston Globe, and I hope you have a great weekend.
Initial Complaint
03/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/21/23 I had an eye exam and paid for a pair of glasses at ************ ************ in ******* **. I paid a total of ******. I was told my glasses would be ready for pick up likely mid January. Since then I have called multiple times to find out when my glasses will be available : 1/19, 1/25, 2/9, 2/16 and 3/1. Part of why I have called so often is that I have not been able to speak w anyone in person but only been able to leave a voicemail requesting to be notified when my glasses will be ready. Despite the multiple times I have called I have only received a call back twice: 1/25 to say my glasses were not ready and mid February when I was told my glasses had not passed a quality control check and had been sent back to the manufacturer and to call back to find out when they will be ready. Since then I have been unable to speak to someone in person and have not received any call back. I would either like to get my glasses or be refunded the cost of the glasses.
Business response
03/22/2024
Good afternoon,
This complaint does not seem to involve The Boston Globe or any of our subscription services. It appears this should be directed to another business. Please let us know if we can be of further assistance. Thank you.
Initial Complaint
12/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Globe has persistently and repeatedly not delivered the daily paper. This has required numerous emails (there is no phone number to call). While the Globe has provided refunds for missed papers, the underlying behavior has not changed. It is very inconvenient to have to reach out again and again about the same problem. What could possibly explain the fact that the same carrier fails to deliver the paper? Nothing about this makes sense--and indeed the Globe (despite my requests) has never explained why the paper has failed to arrive so many times.
Business response
12/26/2023
Hello,
I apologize for the delivery issues you have incurred. I have confirmed your account has correctly been credited for any missed deliveries.
Thank you for your patience and readership,
*************************
Initial Complaint
12/18/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I subscribed for 6 months for $1 as of 19/12/2023. However, when I wanted to cancel my subscription, I could not do it online.When I applied via e-mail, it was written that subscription cancellation can only be done by phone.It is not possible to call by phone. Shouldn't a subscription I subscribed to via the web be canceled via the web?I just want my subscription canceled,Regards.
Business response
12/26/2023
Hello,
Bostonglobe.com cancellations can be processed online, via chat or phone. Your request to cancel was processed previously. No refund is due. Your credit card was charged $1 for 6 months of globe.com access and no further charges will be made.
*************************
Customer response
12/27/2023
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*************************
Initial Complaint
12/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I clicked on a Boston Globe article but it was suscriber only. So I exited the closed the website. Now the Globe is sending me notifications that pop up on my computer: I never opted in for this, and and there is no way to unsubscribe b/c I am NOT a subscribed and do not have an account.
Business response
12/26/2023
Hello,
I have confirmed you do not have an active globe.com account and are not signed up for any newsletters. Please clear your browser.
*************************
Customer response
12/27/2023
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*****************************
Initial Complaint
11/27/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged for a subscription we never used or were aware we were being charged for. The bank account associated was from a deceased family member and was seldom monitored. I called the globe for assistance and they told me there nothing they could do. I asked for a manager...I was met with hostility and told they (*****) were the last line of support. I asked them to verify by ip address when the last time I had supposedly used this service. I also requested a call back from an ethical manager. I have received nothing to date. I just need a refund of the almost 30$/month for services never received.
Business response
12/05/2023
Hello,
I have been unable to reach you via the phone number you provided **************. I have confirmed that the globe.com account set up for ***************************** has been cancelled as requested and a refund was processed on 11/24/23. Please contact your credit card company.
*************************
Customer response
12/05/2023
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Noteworthy my number is correct and I have been receiving calls.

Regards,

*****************************
Initial Complaint
10/31/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Earlier this year I subscribed to the Boston Globe for $34.00 per month. I was not told this was a Promotion and would end on a certain date. Upon receiving my credit card statement in early August for the month of July, the Globe charged my card $68. I called immediately and was told the Promotion had ended. I cancelled the subscription immediately. I asked to be refunded the extra $34. No refund. No return calls. This is unethical and I have also e-mailed the ************************* Thank you for whatever you can do. *****************************
Business response
11/10/2023
Hello,
I apologize for any misunderstanding. Please review your July and August credit card statements. The credit card charge attempt for 7/31, 8/1 and 8/7 were declined. No payment was received for those charge attempts. On 8/9/23 a refund was processed back to your credit card in the amount of $85.20.
If you have any further questions, please contact me directly.
Thank you for your readership.
*************************
Customer response
11/10/2023
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; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
The Globe charged my credit card $34. on my statement ending June 30. On my credit card statement ending July 30, they charged me $68. which they were NOT AUTHORIZED TO DO. The agreed amount was $34. On my statement ending Aug 30 they charged my account $81.20 and credited $85.20 back as I had cancelled the Globe on Aug 8,2023. I contend they owe me $34.00. Thank you.
FAQ

Regards,
*******

Business response
11/13/2023
Hello,
Your delivery was stopped as per your request and any refund due has been processed. Your credit card was correctly charged for deliveries received. No further action is needed.
Thank you for your readership,
*************************
Customer response
11/15/2023
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; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******

I still contend the Globe was NOT AUTHORIZED to charge my Credit Card $68, but only $34.00. I also contend that I should have been notified of this extra charge ahead of time either via phone, e-mail or text. The bottom line is this should not have been charged and I feel this is very unethical on the part of the Globe. Thank you
*****************************
Initial Complaint
10/30/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I subscribed and was charged for a Boston globe online subscription. There is no option to cancel it online and when speaking to agents they cant find my account even when I send them the exact confirmation email you sent to me. This is unacceptable business practice.
Business response
10/30/2023
Hello,
Your globe.com account starts tomorrow 10/31/23. You cannot cancel online until your account is active.
Once your account is active, you can cancel online or via customer service 7 days a week.
I have cancelled your account as per your request. Your credit card has been billed $1.00 for 6 months access. You have access to globe.com until 4/29/23.
*************************
Initial Complaint
10/11/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
July 26, 2023, Globe magazine received and cashed my check for: $44.20, special offer for 6 months of Globe. I received the 1st issue September, 12. 2023, another issue 9/26/23 and final issue October 1, 2023. I was supposed to receive one issue/week. October 6, 2023 I sent email to Globe canceling future issues because I haven't been getting them. October 10,2023 rec. email from ************************* stating Globe never rec. my chk. and refused to refund the balance. I sent him a copy of the cashed check 10/10/23 and haven't heard anything from him or his supervisor which I requested he relay this info to.
Customer response
10/22/2023
Icarol ward <*********************> Fri, Oct 6, 6:10?PM

to globemagazine

I haven't been receiving all my magazines and I am moving next week, please cancel my subscription.

*******************
**********************************************************************; 55430

#****************# Jan 2025
#BXNLWBP ***** AUTO**3-DIGIT 554

Sorry for any inconvenience. Thank you, *******************

Globe Magazine Tue, Oct 10, 4:57?PM (12 days ago)

to me

Dear Ms. ************************************* you for your email.

I apologize but the account is expired and we have not received a renewal order as of yet.

I am unable to cancel the subscription.

Please let me know if I can be of any further assistance.

Thank you for contacting Globe Magazine.

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

E-mail Customer Service

Please include previous e-mail in your reply

10000618639:2057155

********************;<*********************> Tue, Oct 10, 6:54?PM (12 days ago)

to Globe

Excuse me *************************, below you will find a copy of the check made out to globe for 6 months it took over a month for me to receive the first issue!!! Don't tell me I didn't pay for a renewal. Do us both a favor and refer this matter to your supervisor. I'll expect an answer shortly, I think the BBB likes to hear all about happenings like this, just because I'm 82 years old doesn't mean people like you can take advantage of me.

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

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ReplyForward

have not heard from the business in response to my complaint.
Business response
10/23/2023
Hello,
You have contacted The Boston Globe which is not affiliated with the company you have issue with. Unfortunately, I cannot help you resolve this. Please contact them directly.
*************************
Customer response
10/24/2023
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*******************
Initial Complaint
08/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 7/11/23 my bank account was charged $27.72 & $12 by the Boston Globe for recurring subscriptions. I called the Globe the next day, 7/12/23, & was told the $27.72 charge was recurring following a 6 month subscription. The invoice uploaded refutes that claim, showing a $1 payment "paid through 8/03/23." If I was paid through 8/3, why was I charged $27.72 on 7/11? I was told by a Globe agent that the paper posts charges to an account **** days before the billing cycle begins. So, in the past, when I was billed this recurring payment the Globe refunded the charge as long as the cycle hadn't begun. This time, however, I was told I wasn't eligible for a refund "because the billing cycle had already begun, even though I called the day after the charge was posted. Initially, I cancelled my subscription for $27.72 online, and signed up for a shorter, less expensive subscription for $12. But when I was told I couldn't get a refund for the $27.72, I said refund me the $12 because I didn't want to pay for 2 subscriptions at the same time. The Globe agreed to refund the $12. However, after a couple of weeks, the refund was not issued so I called the Globe again. I was told to be patient, it takes **** business days to post to my bank account. I called a week later & was told "the $12 had already been refunded." But after checking with my bank the $12 was never refunded as the Globe claimed. Finally, after the 3rd call I lost my patience with customer service I told them to keep the money, that I would never do business with them and hung up. Then, on 8/29/23, I was charged another $12 for a recurring subscription.I called the Globe & was told that when I hung up on them no action was taken so the transaction was never completed. But I hung up on them after 3 calls. The first 2 calls I made it clear I wanted to cancel my subscription & get the $12 refund. I had to put a stop payment on my bank account. I'm on social security & can't afford $51. I'll settle for $24.
Business response
09/19/2023
Hello,
I left you a voicemail message with my direct contact information if you need further assistance. A refund was processed correctly back to your credit card as requested. Please check with your credit card.
I also see that you again started another introductory account. Please see the terms of purchase you accepted with the introductory offer you started.
BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.
Thank you for your readership,
*************************
Customer response
09/20/2023
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; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
****

Customer response
09/21/2023
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; if you do not provide any details, your complaint will be closed as Answered.
I received an email asking me to respond to the solution to my original complaint re: The Boston Globe. However, there was no place to submit my response. The directions said to "submit your response below" but I clicked below to write my response but it didn't allow me to write anything. I am not satisfied because the Globe refunded only $12, when I was charged $12 TWICE: once on 7/11 (the same day they charged me $27.72) & again on 8/29 even though I cancelled my subscription. So they not only did not refund the original $12 charge (which they agreed to do), but charged me an additional $12 on 8/29, long after my subscription had been cancelled! So the Globe still owes me $12. ***************************
Business response
09/21/2023
Hello,
Your account was charged as per our Terms of Purchase. A courtesy refund was already processed on 9/5/23.
BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.
You started another introductory account on 9/12/23 which I allowed to process as a courtesy even though your account stopped within 90 days. This was made as an exception. No further refund is due.
*************************

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