New York Times Customer Service Complaints - page 2

My mother, for whom I'd bought a gift subscription, died in Oct 2020. I canceled the remainder of her subscription. But not only was it not canceled, it was renewed. After 3 phone calls, I finally got it canceled, but I am still being billed for back payments due. I've called about this 3 times. The call agent refuses to take action. By the way, each time I've called, it's taken 15-20 minutes to get someone on the phone. Also in no case did the agent even say "I'm sorry," either about my mother dying or about the troubles I've had resolving this problem.

Hi,
I've been a times reader for
Decades. Why am I now getting messages that I've used my free articles and don't even see a way to log in?this happens every time I try to access the times.

I never know when I am getting a newspaper delivery. It is either the wrong paper or no paper. Contacting the NYT customer service is of no help. I am repeatedly told that they are working on the problem. Requesting redelivery, either same day or next day, never works. This has been going on for over a month.

The worst delivery system I ever encountered! Customer service just takes your complaint and does nothing to help! It has been 5 weeks I have not gotten the Sunday paper and was told it needs to be 7 weeks before they can escalate the issue!!
I am just gonna cancel and never buy the paper again ! They do not value their readers.

I am a Sunday subscriber. In its infinite wisdom the NYT chooses to deliver the Sunday paper in parts in both Saturday and Sunday. I consistently don't get the Saturday part which is the one i am most interested in. The NYT customer service apparatus is designed to act as if there is only one delivery day, Sunday. Therefore, when my Saturday sections are not delivered I cannot report them as undelivered until Sunday when it is too late to get a replacement. What re they thinking? The delivery system is not reflected in the computer system. When I speak to real people in their customer service department the only response I get is the "system " can only handle the Sunday paper as one delivery. As if they had no responsibility for the design of thr grossly inadequate system.

For the second Sunday in a row we have not had our paper delivered

Called customer service today, after trying to report missing paper via Web. It was already checked as missing, with a note at the top of the page that it would be delivered tomorrow (despite an 8 am delivery deadline). The customer service person on phone said my delivery time had been changed to 12 noon. Incredible! And 2 weeks ago, they skipped a day and delivered 4 papers (I get The Financial Times too) a day late.
Pretty soon they'll economize and deliver all 7 once a week.
One hears so much about the demise of newspapers, but the Times seems to have no interest in the subscription business and makes no effort to hold on to long-time subscribers.

Have been trying to get the Sunday New York Times delivered for six weeks and still no paper! I know they deliver in my neighborhood because others get the paper. With newspapers in trouble all over the country, it is frustrating that they have not been able to resolve this! Every time I call the representative is sympathetic and says they have escalated the problem, but still no resolution.

The NY Times delivery of our Sat and Sun editions is worse than useless. I have made a vast number of calls to the NYT as our paper is NEVER delivered on time at 8.30 am which is the agreed time. Every weekend the NYT sends me an email with a different excuse - such as Transportation, Weather, Unable to find the house etc,etc. I called the NYT yet again this morning at 9.05 am because, yet again, the paper had not been delivered by 8.30 am. I was told that it would be delivered by 10 am. If it isn't, I will call the NYT yet again.

I cannot believe that a company like NYT is so unprofessional that it cannot employ a delivery company with sufficient transportation or one that is able to find a house.

I like forward to a response from the NYT. I am one very upset long term NYT customer.

I have just spent forty five minutes on and off hold to request large print on our subscription One of your staff asked me if I was sure I received the paper Either changing to large print is a very complicated procedure or the staff is not very smart

I've been subscribing digitally to NYT for about two years...enjoy the news, articles and the games. Canadian, I have followed the Trumo articles, the election, and the damage that has been done to the U.S. on all fronts by a selfish, greedy wanna be dictator, and now the serious political division among its citizens.
For that reason, I prefer not to have to terminate my subscription. However, I also subscribe to the Washington post.
I also very much like the the games, they take my mind away from the negativity. But, now I have tried to subscribe to the new department/owner and my same visa is not accepted! Do they not like Canadians?
I assume that that is not the reason, but after an hour of trying, no luck. So, unfortunately, I will also terminate my NYT sub...just a drop in the bucket, I know, but leaves a bad feeling behind.

I received home delivery and digital service. Since moving from a downtown apartment to a suburban single family residence, the new carrier has missed my driveway 75% of the time. Calls to customer service are nightmarishly long. The online "chat" service is totally useless. After having been advises I was 6th in line to speak to a human, I waited 36 minutes and 51 seconds before I could speak wot someone abut the problem. My solution is to go online and state that my paper was missing and request a credit. Done often enough I assume I will get someone's attention. the lack of customer service is most galling.

I have had a digital subscription to the New York Times for many, many months. The payment is automatic, and was last paid on November 17. For weeks I have been unable to access my account. Constant pop-ups asking me to subscribe. I tried getting help today. The person told me there was no account with my email. They then told me to contact customer service via email with a screen shot of the most recent payment. I did that. No response. None. When I got back from the beach, I contacted American Express, as that is where my automatic payment was processed. Within moments they had stopped the automatic payment. Yes, American Express has a yearly fee, but it is worth it.

Worst customer service I have received in my life. Spent hours to get a refund on an unexplainable charge. Luckily Paypal procured my refund, but then NYT took away access to services I had legitimately paid for. Spent more hours. There's no communication between agents/notes on files/I've had to send billing statements in multiple times. No resolution.

i have been hanging on the phone for the last half hour. i called about not receiving my paper and of course got a machine. i was old at 10am that it was too late for redelivery and i would receive a credit. i do not want a credit on saturday. the sunday sections come on saturday. why is it so hard to just speak to a LIVE PERSON/

I have wasted a total of three hours today trying to connect with NYT customer service. This is in addition to the two hours I spent on Dec. 17 on the phone and also chatting with a customer service agent.

This is the very WORST customer service I have ever experienced!

You need more staff, more knowledgeable staff, a system that allows customer service to address/make changes to gift subscriptions. This is a long, painful story, too long at this point to retell. I am most dissatisfied!

I love the NYT, but not this type of customer service.

I keep getting charged each month. I wanted to cancel. have been texting for OVER an hour waiting for a response besides someone will be with you shortly. It should not be this difficult to cancel a 6$ a month subscription. They are doing this so you go screw it and keep charing you. even if it is 6$ a month , imagine the millions of people they are doing this too. I will resort to canceling my credit card if this crap continues

I subscribed at a fixed rate of $12.50 through July 2020. On 12/1 I was charged $12.63 without notification or explanation. On 12/2, I spent 53 minutes on the phone with Theresa who was unable to explain the 13 cent increase and said she would send a ticket to correct the issue which could take up to 72 hours. I have yet to hear back from anyone. This service is unacceptable.

Honestly worst customer service I have ever come across. They always take half an hour to solve your problem. They offered me a four month free subscription then sneakily charged money on my account. When I requested refund it took them ages to set up a new account. Now I am quite prepared that my money will just be snatched up.

I ordered the Sunday only home delivery and was supposed to receive my first newspaper on September 22nd. It is now November 13th and I have yet to receive one paper. Not one! If they advertise delivery to an area, then that service should be available. So many phone calls and empty e-mail responses from the New York Times "Delivery Resolution Specialists". A long title for a position that does nothing.

The worst customer service of any business I've ever dealt with. They never do anything right. It's so bad that you wonder if the contractor they hired to administer their subscription services is trying to sabotage the paper.

Horrendous lack of service, wrong information given by the staff, they cancel your subscription with no effort to make things right. I documented and wrote an article, if it is permitted here, the link is below:

https://www.keptlight.com/ny-times-horrendous-customer-support/

At least for the past year and a half my delivery of the Sunday paper has been inefficient and inconsistent. I call and complain, talk to ever pleasant reps who promise re-delivery which NEVER happens. Except this week when, amazingly,I did get a delivery. I had asked for the Saturday delivery which includes the NYT magazine and arts & leisure section. Instead I got two copies of the paper--one labeled for me and the other to another person. Both had only the Sat. news section, the Sat. arts/leisure, and a special men's magazine. You've, for sure, earned another angry customer. In my experience your delivery service is getting worse-not better, I'm getting long-winded, but I depend on the Times and I'm not sure how to get it delivered to me.

Still no NYT!! Called every day for a week!!!

After NOT receiving today's paper, I emailed customer support and a return email indicated I wold receive the issue between 10 and 2. NO show. I know the original stop was made because I received my WSJ (which earns 5 stars for superior customer support and communications). After 2 PM I called NYTimes customer support. The only authorized response was a credit for today;s paper or redelivery tomorrow. I have no way to contact the local delivery system. Great paper but it's not quite the same when you can't access local delivery. I have had a string of delivery issues.
Also, it would be great to receive an emailed confirmation re: suspensions (like the WSJ). NYTimes: I know you can do better. Thanks. Help and RSVP