Complaints

This profile includes complaints for The New York Times Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The New York Times Company

  620 Eighth Avenue New York, NY 10018-1618

  
• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  New York Times

  PO Box 371456 Pittsburgh, PA 15250

• 

  The New York Times

  PO Box 8040 Davenport, IA 52808

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to NY Times for a 6-month special rate. That subscription is about to expire. Recently, I received a billing email from The New York Times saying I would be charged $180 for a yearly subscription. When I attempted to cancel through their website, there was no cancellation option. Their chatbot looped me endlessly, and their customer service *** told me my account does not existeven though they emailed me about the charge. This feels deceptive. I want to cancel immediately and receive written confirmation, and I want to ensure I am not billed for a service I do not want.

  

  Business Response

  Date: 07/28/2025

  Dear Better Business Bureau,

  
  I am writing to inform you that I reached out to the customer today, July 28, 2025, regarding their complaint about their New York Times subscription cancellation request. We are actively working to resolve the issue and have requested additional information from the customer to locate their account and process the cancellation promptly. We appreciate your role in facilitating this communication and will keep you updated on the resolution.

  
  Best regards,

  
  ********

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my New York Times home delivery in December 2024. At that time I had a remaining credit of $398.85 on my account (acc't # **********. I have contacted ***************** repeatedly since then to obtain a refund of this credit to no avail. ************* advised me by email dated 2/7/2025 that they had mailed a physical check to my home address (*****************************************) and if payment was not received to advise them. I have yet to receive a check and have so advised them through their ************* phone line several **********************, most recently on 06/10/25. I would like to have my $398.85 credit refunded to me.

  

  Business Response

  Date: 07/24/2025

  Hello,
  Please be advised that this complaint has been resolved.  We have reached out to *** **************** apologized for any inconvenience and assisted with reissuing the unreceived refund.  He was also asked to contact us directly with any further questions.    

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For nearly two months my New York Times has been late every single day. It is supposed to be here by 6:30 am and usually arrives around 7 a.m. I have been calling the NY Times nearly daily now and escalating but nothing is ever done.

  

  Business Response

  Date: 07/18/2025

  Hello,
  
  Please be advised that we have contacted the customer to let her know that we are currently experiencing some issues securing and retaining local distributors and carriers in the area and proposed switching to one of our digital products while we work through this challenging time. We are working diligently to resolve the matter and will continue to do our best to have the papers delivered as early as possible.
  
  Best regards,
  
  ****** *
  ******** ******* **********
  *** **********************

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account number begins with 6 and ends with 7. I called on 6/26 and a promotion for all access for $4/month for 1 years was supposed to put into effect on my account. She said the change was happening today. But when I log into my account, I do not see anything but my old only news access. Also, this should be the only email address on the account and my zip code should be *****. Has been for the last 6 years. Not sure how you have my billing information and zip code, but it doesnt match my account. I thought the billing had to match for the charge to even go through. Please correct these details on my account and confirm the promotion has been correctly added.

  

  Business Response

  Date: 07/07/2025

  Hello,
  Please be advise that this matter has been resolved.  We have reached out to the customer and provided confirmation of their subscription account details.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a monthly digital subscription to the New York Times. It is supposed to be billed once a month. Each month I am getting billed on wildly different dates. I was billed on February 17, March 17, April 15, May 13, and today, when the money was not there to cover it because I expected the charge on June 17. It says my next payment is DUE on July 9. It never states what ONE DATE the payment is due EACH MONTH anywhere.AND, there is no phone number, email address or even contact form provided to contact the New York Times circulation about this matter. Only endless loops of supposed answers to the same eight questions. Your own site provides no phone number to call circulation! I want the New York Times to settle on ONE DATE each month to charge me and tell me when that is so that I may plan on paying it. Or you can count on it being PAID just whenever. Thank you!

  

  Business Response

  Date: 06/23/2025

  Hello, please be advised that this complaint has been resolved.  We have researched the matter and provided the customer with a detailed breakdown of the transactions and also asked that they contact us directly with any further questions.

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]The notice I got referenced a response from the business that was supposedly below or attached.  Nothing was below or attached.  The first response from this business never read my complaint and the reply was completely nonresponsive, and I guess the second response wasn't a response.

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: their answer was nonresponsive.   They simply reiterated the same dates I was billed that I clearly already knew as I provided these dates to them.  They never acknowledged, let alone corrected, the problem that they are billing me for a monthly subscription as much as a week and a half apart.   That makes it impossible to plan to pay my bills.  It is clearly unacceptable.   What is even WRONG with them.   It sounds like they are too lazy to bill regularly!

  Yours,

  **** *****

  [Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business Response

  Date: 07/16/2025

  In response to the complaint, we had contacted the subscriber via email on 7/7/2025 and advised them that, as detailed in the subscription terms and conditions acknowledged at the time of purchase, we operate on a billing cycle of every 4 weeks.
  
  Reviewing our records, the customer has been billed every 4 weeks with dates as follow:
  Monday, January 20th.
  Four weeks later, Monday, February 17th.
  Four weeks later, Monday, March 17th.
  Four weeks later, Monday, April 14th.
  Four weeks later, Monday, May 12th.
  Four weeks later, Monday, June 9th;
  
  These dates are consistent with others the customers previous billing history for this same account.On 7/16/2025 we sent the customer a new email restating the above and providing updated information regarding new activity on their account

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was overcharged by The Athletic for a renewal. After agreeing to a lower price online, my credit card was charged for a higher amount. I notified the Athletic customer service about their error and they refused to credit the account for the difference.After receiving a renewal notice from the Athletic that I was going to be charged $71.99 for a one-year renewal, I logged into my account to cancel my subscription. During the cancellation process I was offered a much lower rate of $17.99 to keep the subscription. I accepted this offer however when I received my credit card bill The Athletic charged the full $71.99 to my account. I subsequently contacted The Athletic customer service and they denied my request to refund the difference. I have since canceled my subscription out of principle and because I do not trust them with my financial information. I am requesting a full refund of the $******** account is under my email address: ******************** I believe $17.99. a renewal in April, I logged into my

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  The business has refunded my payment. This resolves the matter satisfactorily.
  
  Thank you for your assistance.
  
  ***** ******
   
  
  
   
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my subscription, and the company had renewed it a couple days earlier then usual at a higher rate. April 15, 2025. I was told they had canceled it, and I would receive a refund to my original form of payment, my checking account/debit card. They offered me a subscription at a discounted rate, $4 per month, and I said that would be ok, but only after receiving my refund for the cancelled $25 subscription. They have charged the $4 twice now, and still have not refunded the $25 as promised. Ive spoken to them more than once per week each week since April 15th, and each time they have promised once again that my refund is coming very soon. They have also promised communication keeping me updated on the status of my refund, and I have not received the promised emails either. I dont understand why a refund would take more than six weeks, and at this point do not believe they have any intention of keeping their promises and issuing the refund they owe me.

  

  Business Response

  Date: 06/02/2025

  Dear Better Business Bureau,
  
  Thank you for forwarding Complaint #******** regarding a subscription cancellation and refund issue. We have conducted a thorough investigation into the matter and would like to provide an overview of our findings and resolution.
  
  Our investigation determined that the customer contacted us to cancel a subscription and request a refund following an unexpected renewal. We confirmed that a refund was processed shortly after the cancellation request, and the funds were successfully returned to the customers payment method. The expected timeframe for the refund to appear on the customers account is typically 7 to 14 business days, though delays can occur depending on the financial institutions processing schedule. Since the timeframe has passed, we advised the customer to verify the refund status with their card provider, as it may appear on a subsequent statement.
  
  In our recent communication with the customer, I provided additional details of the refund processing such as the transaction ID and the refund transaction ID. I reached out via email on June 2, 2025, and will continue to monitor for a reply.
  
  We remain committed to addressing the customers concerns and are available to provide further assistance. Should the customer respond or require additional support, we will follow up accordingly.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/25, I was billed $71.99 by THE ATHLETIC THEATHLETIC.C CA for the auto-renewal of my subscription. I was not notified 30 to 60 days in advance that my subscription would be renewed, as required by ******. Please see passages below for protections violated by seller. Additionally, seller claims email went to spam folder, which is a fabricated claim. I am requesting a prorated or full refund to resolve this issue.****************************************************************************** Written, electronic notification of automatic renewal provision. 8. a. A provider that provides any service to a consumer pursuant to a service contract the term of which is a specified period of 12 months or longer and that automatically renews for a specified period of more than one month, unless the consumer cancels the contract, shall provide the consumer with written or electronic notification of the automatic renewal provision. Notification shall be provided to the consumer not less than 30 days nor more than 60 days before the cancellation deadline pursuant to the automatic renewal provision. This notification shall disclose clearly and conspicuously: b. As part of the provider's routine business practice, where the business has failed for any reason to comply with the provisions of this section, the contract holder may cancel the contract and receive the unearned portion of the contract subject to the automatic renewal provision less the amount of claims paid during that automatic renewal period, which amount shall be refunded as of the date on which the provider is notified of the error.c. The provider shall provide written or electronic notification to the consumer not less than 30 days nor more than 60 days before any change in the procedures required of the consumer to cancel the automatic renewal provision.

  

  Business Response

  Date: 06/03/2025

  In response to the complaint, we reached out to the subscriber via the email address provided on 05/22/2025, 05/28/2025, and 06/02/2025 to relay our findings. We have ensured their account has been properly adjusted and have asked that they direct any further questions to us directly.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2025, I renewed my annual New York Times Games subscription. However, instead of extending my service through the correct end date of June 14, 2026one year from the expiration of my current subscriptionthe New York Times reset the renewal to begin on the day of purchase, May 7, 2025, thereby shorting me over five weeks of prepaid service.When I contacted customer support via online chat to correct what I described as a fraudulent billing practice, the representative, identified only as "*******," failed to understand the issue or offer a resolution. Despite my repeated explanation that my previous subscription was already paid through June 14, 2025, the representative insisted that the new subscription period was correct and that no further adjustment would be made.Additionally, the representative refused to transfer me to a U.S.-based call center or escalate the issue. The interaction ended with no resolution and an empty apology.This is not a clerical error but a deceptive and predatory billing practice, which effectively charges customers for time they have already paid for. This conduct constitutes fraud and should be addressed accordingly.Proposed Resolution:I am requesting that the New York Times:Immediately correct the subscription end date to reflect a full year added to the original expiration, setting the new end date to June 14, 2026.Provide an additional six months of service at no cost as compensation for the deceptive renewal practice, the inconvenience of the unresolved support interaction, and the dismissive treatment I received.This is a modest and reasonable request, considering the severity of the billing issue and the failure of customer support to address it in good faith.

  

  Business Response

  Date: 05/21/2025

  In response to the complaint, we reached out to the subscriber via the email address provided on 05/15/2025, 05/16/2025, and 05/20/2025 to relay our findings. We have ensured their account has been properly adjusted and have asked that they direct any further questions to us directly.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to open a NYT article with my existing account.Apparently, it had expired 2 days ago, so I was provided a renewal offer.The offer was for $1/wk for 1 year, which showed that it was a special offer from their usual 6 month.The standard offer was clearly crossed out and replaced with the special offer as is typical of a marketing campaign.I immediately accepted and processed the offer, taking screen shots along the way.I made it to the standard checkout screen. The fine print - which I do read - indicated that I was accepting an auto-renewing subscription that would revert to full price in SIX MONTHS. I caught the bait and switch scam as it was happening, and I immediately contacted customer support.They lied to me, stating that the offer was only for 6 months. - I had and have the screen shot that I had just received to prove that it was a 1 year offer.That representative disconnected to avoid further discussion.I reconnected on the chat, this time insisting on a supervisor.I went through the context with the supervisor and even provided him with the uploaded screenshot to PROVE the offer that I had just received.He claimed that he could not honor it.This cemented the fact that it was now a bait and switch scam.The renewal process specifically pulls in unsuspecting consumers to renew with a 1 year offer, then completes the transaction with a 6 month offer, which most consumers would not even recognize as it occurs. If they do recognize it, the customer support staff, including supervisory level does not honor the offer either - even when provided proof of the offer.I have screen captured all of the elements of this fraud and can provide the BBB with the supporting materials. Both, the offer and the chat.

  

  Business Response

  Date: 05/13/2025

  Hello,

  Please be advised that this complaint has been resolved.  We have reached out to *** **************** apologized for any inconvenience and assisted with securing the 1 year promotional discount.  He was also asked to contact us directly with any further questions.    

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. They handled the complaint promptly, professionally, and completely.

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