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Business Profile

Newspaper

The Dallas Morning News

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Dallas morning news paper sent us an offer to make a weekend subscription (Friday, Saturday, Sunday) for 13 weeks o for $26. On May 31 we sent a check, on June 5 it was cashed . We expected to get a paper from June 6 on. No delivery June 6, 7, 8; June 13, 14, 15;We made numerous phone calls to sort out the issue. In response apologies, referring to contractors/carriers, comforting with promises to deliver next day all undelivered papers. The result of these phone conversations is one delivery (!) on Saturday June 21 but no delivery June 20, 22. We do not know how to count 13 weeks in this chaos. We are a retired couple. Instead of joy we feel deceived and frustrated. Is it a new way of fraud and making money out of the air? Please, help us . We can see two ways. First, make them with publicity to organize proper delivery and prolong these 13 weeks which is preferable. If it is not possible, Second, refund the money. Thank you. ***** and ******** ******

    Business Response

    Date: 07/07/2025

    We apologize for the inconvenience this has caused. We have escalated this situation to our Delivery Team's Manager in your area to get with the carrier that delivers your papers. We want to make sure your papers are delivered on time every Friday, Saturday & Sunday. 

    We let them know this has been a concern of yours for a few days of your delivery and they will handle this immediately. We also want to make sure that we hold ourselves accountable for this incident. Please allow ***** for some one to reach out to you regarding this issue and the solution moving forward.

    Thank you for allowing us the opportunity to correct this mistake and thank you for being a Valued Member of the Dallas News.

  • Initial Complaint

    Date:05/31/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged for a subscription after a 28 week trial period without any notification of the upcoming change, and I had not used the services in some time. I chatted in yesterday with a ***, who originally would not help but once I stated I would escalate, she advised she had canceled the account and issued a refund. Since then my account has been attempted to be charged three additional times, and I still have the pending charge of the original $21 dollars. I will also add that in the chat, the *** attempted to close the chat early due to "no ***ly" which she sent literally within seconds of her answering my question she took 7+ minutes to ***ly to. I need confirmation that my account is FULLY canceled, and my account refunded please.

    Business Response

    Date: 06/06/2025

    Thank you for contacting The Dallas Morning News. We apologize for the inconvenience this issue has caused. We want to inform you that when you sign up for any of our subscription plans, you are presented with a disclaimer advising that all subscriptions are continuous until you cancel them by contacting our call center. We have added a copy of this disclaimer for your reference.

    When you spoke to one of our service representatives on May 31, 2025, they terminated your online subscription and refunded the charge of $21.18 to the credit card on file. Please allow 7-10 business days for the refund to process and show up in your account. No further action is required.

    We appreciate your feedback on your experience with the representative via chat. We will take this information to better the experience for the future. Again, we apologize for the poor experience and the inconvenience.

    Thank you for being a Valued Customer with us. We hope to have you as returning subscriber soon.

  • Initial Complaint

    Date:05/01/2025

    Type:Billing Issues
    Status:
    Answered
    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 July ******* I paid an invoice I received from the Dallas Morning News via check #**** for $22.04 for account #: ********. *Please find included a copy of the invoice I paid which clearly states that my payment pays through 12/30/24.*As I have explained in my previous correspondence to the Dallas Morning News - I cancelled my services at this address (**************************************************) on two occasions (10/13/24 & 10/27/24) through direct conversations with my newspaper delivery person that I needed to cancel my subscription as I would be moving to a new address on November 1, 2024 and would no longer be at this address to receive the goods I purchased, the Sunday Newspaper physical delivery. My final conversation with my newspaper delivery person was on 10/27/24 in which she told me that she would be letting her supervisor know and that I more than likely be receiving a refund for my subscription I paid since I was moving before 12-30-24. I said that was fine and if a refund to my account is issued, I am sure the postal service would forward that refund to me since they have a forwarding address on file for ***** March of 2025; I received an email from a collection agency informing me they were trying to collect on behalf of their client, the Dallas Morning News. I immediately contacted the Dallas Morning News and let them know that I had cancelled this account in October of 2024 and the pertinent details surrounding that cancellation. I further requested that they cease collection on this account, as I did not owe them any ***********, I received a collection letter in the **** mail from a collection agency A.R.M. with my new address preprinted on the letter - which tells me the Dallas Morning News received my correspondence, as I gave only them my new mailing address. I want the Dallas Morning News to stop trying to collect on this debt that I do not owe! Also, cease collections via their collection agency!

    Business Response

    Date: 05/02/2025

    Thank you for reaching our to Dallas News. We apologize for the inconvenience of this matter. We understand that you wanted to cancel your subscription, but please be advised that we notify all subscribers that subscriptions are continuous until cancelled by calling our ************************ This notice is also located on your bill.

    At this time we have cleared the owed balance on your account and you have been removed from the ARMS ******************* Your account has already been terminated and no further action is required on your end.

    Thank you for your time being a Valued Member with us. We hope to have you back in the near future.

  • Initial Complaint

    Date:02/17/2025

    Type:Order Issues
    Status:
    Answered
    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.
    It was signed into law that a subscriber that clicks to sign up should be able to click to cancel. I signed up via the web and there is a requirement to call to cancel. This needs to he corrected

    Business Response

    Date: 02/18/2025

    Thank you for reaching out to the Dallas Morning News. We completely understand your concern and we are currently working to make it an option for you to cancel your online subscription. This option will be available shortly.
    After reviewing your online account, we verified that you reached out to a representative on February 17, 2025. During that time, you receive a lower monthly rate for your subscription and made a payment. We appreciate your continued business. No further action is currently necessary.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Answered
    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 submitted a ticket and emailed Dallas Morning News (DMN) for a refund and cancellation for the charge on 1/1/25. I do not live in Dallas and have not used the subscription since October 2024. I have tried calling both numbers provided ************ and ************** (4) times and remained on hold for 30 minutes each time before I'm automatically disconnected. When reaching out via email again, they said I must call for the cancellation and refund. However, I can't get in contact with DMN no matter how many times I call. Could you please cancel my subscription and refund me? Thank you.

    Business Response

    Date: 01/29/2025

    Thank you for reaching out to The Dallas Morning News. After review of your account, we have record that you called in on January 13, 2025 and spoke to one of our customer service representatives. The representative processed a refund of $19.96 to the credit card on file and terminated your account effective ****************************.

    We have included a screenshot of these actions for your reference. There is no further action required.

    Thank you for being a valued customer with **********************. We hope to have you back as a member in the near future.

  • Initial Complaint

    Date:12/31/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Cancel subscription Dallas morning news agent made it virtually impossible for me to cancel my trial digital subscription, even though I moved out of town and requesting verification that the account was indeed canceled as I have been unable to verify via phone

    Business Response

    Date: 01/03/2025

    Thank you for reaching out to The Dallas Morning New. We are so sorry to hear that you wanted to cancel your subscription with us and had a difficult time with completing the cancellation.

    After reviewing your account, it seems as though you spoke to a ***resentative on 12/31/2024. The *** stopped and terminated your account same day. We have included an screenshot showing this information for your records and confirmation.

    Again, we apologize for any inconvenience this has caused you. We thank you for being a valued member.

  • Initial Complaint

    Date:12/24/2024

    Type:Product Issues
    Status:
    Resolved
    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 September 23rd, 2024, I signed up for an introductory period offer of 25 cents to The Dallas Morning News. On December 16th, 2024, seven days before the introductory period offer ended, I emailed Dallas Morning News to cancel my account. On December *********, they charged me $19.96. I am an ****** resident, and canceling by email was an option on their website.

    Customer Answer

    Date: 12/26/2024

    The company refunded my money.

  • Initial Complaint

    Date:11/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged ***** by the Dallas Morning News on November 28 2024. I was NOT expecting this charge and I was not aware that I had a subscription with them that I was going to be charged for. I live on Social Security Disability and I am VERY careful about all money issues especaillty related to my checking account. I was NOT notified by the Dallas Morning News I was about to be charged. This charge caused my account to be overdrawn. I immediately went the the Dallas Morning News to cancel account and noticed I had to phone during business hours M-F to cancel account. This is a problem as due to my schedule it is VERY difficult to make phone calls during this time. The charge also happened on Thanksgiving Day! It is very distressing that I could not cancel subscription at their web site and have to wait until their office is open. The Dallas Morning News makes it VERY difficult to cancel their subscription. If they were albe to change my account on a holiday they should allow people to cancel subscription on their website 24/7 or have phone lines open 24/7. They insisit you phone them on their time so they can try to talk you into keeping an account you do not want. I want the subscription cancelled and the amount of ***** reversed. I NEVER put any subscription fee to my checking account due to my limited funds. if I had know about this subscription it would have been on a credit card.

    Business Response

    Date: 12/20/2024

    Thank you for reaching out to the Dallas Morning News. We apologize for any inconvenience this issue has cause you. We looked up your account and notices you spoke to a representative on November 29, 2024 and stated that you were unaware of the continuous subscription and they canceled your online account. When you sign up for an online account with **********************, we do inform you that payments are continuous and by signing up for the account, you agree to be charged continuously until you call in to cancel your account.

    We have went ahead and terminated your account completely and refunded the amount of $21.61 to your credit card. Please allow 7-10 business days to see the refund reflect on your account, but keep in mind since it is the Holiday season, this may cause some delays.

    We appreciate your business and hope to work with you again in the near future.

     

    Thank you.

    Customer Answer

    Date: 12/21/2024

    I have reviewed the business response and accept this resolution. 

  • Initial Complaint

    Date:07/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Dallas Morning News employee offered rate of $278 per year. I sent check for $278- now they are sending bill and saying employee was wrong- rate is wrong and new rate is $314 per year. Paper is just so small and bad- very sad.

    Business Response

    Date: 07/10/2024

    Thank you for reaching out to the Dallas Morning News. We apologize for the inconvenience this issue may have caused you.

    Upon further research into your account, we see that you have called our customer service team on July 5, 2024. They listened to a previous call you had with one of our representatives where you asked to honor a weekly price of $5.99 (excluding taxes + fees). Our representatives have honored that price for you as of  July 7, 2024 and you agreed to make a payment for the price difference that you owed in the amount of $36.00. We received & cashed your $36.00 check on July 8, 2024.

    Due to the current price adjustment made to your account, we will not be issuing a refund for any amount at this time.

    Than you for your patience and for being a valued customer for **********************. We appreciate you!

    Business Response

    Date: 07/25/2024

    Thank you for reaching out to the Dallas Morning News. We apologize for any inconvenience this situation may have caused.

    After further research of your account, it seems as though you called multiple representatives about your your account balance and rates on July 5th, 2024, but kept hanging up on them. One of the reps was able to inform you of the recent price increase on your account and honor a lower weekly rate of $5.99, making your total payments $314 for the year (52 weeks). You then made the agreement to pay that amount moving forward.

    For this reason, we will not be issuing any refunds.

    Thank you for being a Valued Member of The Dallas Morning News.

  • Initial Complaint

    Date:04/11/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The Dallas Morning News allows you to subscribe online, but not unsubscribe. I thought the *** had a law that required companies to allow you to cancel a subscription online in the same number of steps it took you to sign up for a subscription online.

    Business Response

    Date: 04/15/2024

    Thank you reaching out to The Dallas Morning News. We apologize for the inconvenience you experienced while trying to cancel your subscription. Checking our records, you were able to cancel your subscription on 4/11/2024. There is no further action required. Thank you.

The Dallas Morning News is NOT a BBB Accredited Business.

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