The New York Times
Reviews and Complaints

We have been subscribers to the seven day home delivery for many years. Since Dec 23, the paper has not been delivered in a timely manner. I have called daily, often waiting as today as long as 20 minutes for a supervisor, who never had the common courtesy of answering my call. It appears that our delivery lady took her tips, and disappeared. That is not my problem.. It is yours. I have spent every morning since the 23rd, calling the NYTimes, with no resolution to the problem. On some days the paper was delivered later, but not all. I am very close to cancelling this subscription. All the fancy polite talk that you train your agents for; does not produce results, or allay the concerns of the subscriber. Donna Quinn Account number [protected]

I signed up for the Sunday NYT starting the first week in October. At least 3 times my paper has not been delivered. I always report it, always request that it be delivered later. Only once was it delivered later. Since then, I get no response from the online form, no confirmation that the paper will be delivered, and, of course, no paper. I have gotten credit for my missed paper.

I have two issues:

1. I don't get my paper consistently.

2. I don't get confirmation from the NYT online report page.

Is there a way to ensure that my carrier delivers my paper?

When my carrier doesn't deliver my paper, does the NTY follow up with the carrier?

I subscribed at a discounted rate; even so, I am considering canceling because of the spotty delivery. Can you help?

Thank you.

I requested my subscription be cancelled after Sunday delivery Oct 16.

But did not receive today paper, Friday and when called said my subscription was already cancelled. Could get anyone to deliver my paid for paper for this Saturday or Sunday, without opening a new subscription

This is unacceptable, no customer accommodation, when NY times error.

I've been a home delivery customer for over 20 years and it's delivered in the Greenwich, CT area. Although the paper is often delivered later than it should be, it's reached a critical point in the last year.

If a call is made involving not receiving the paper at a reasonable time (which could result in no paper after the cutoff time for re-deliver), the carrier gets vindictive. I end up getting several papers per day for a few days as retribution. Recently it reached a point where I'm not even getting the paper delivered.

The problem extends to customer service disconnecting when you speak with them. I'm told there's a national problem getting carriers. The paper is expensive, the print edition commands a lot of ad dollars and even valuable sections like the Business Section have watered down content. Sure I could use the digital version on my PC or smartphone, but there's something nice about reclining with a cup of coffee and enjoying the news. This is a staple of daily life.

The Times has to make important decisions to preserve their service. This paper is important because of its investigative journalism, the phenomenal literary style of all contributing writers and equally important, what the Times stands for. It's a critical public conscience that makes one feel grounded in all things decent.

My mother who is 88 and is originally from NY and grew up reading the NY Times recently moved. I went online to change the address which went through. On the day she was expecting her Sunday Times it did not arrive and I notified them it did not arrive. It turns out the new address did not go through and the driver was sent out to deliver a 2nd paper. The driver left this on the paper "I absolutely delivered you SUNDAY NY times! Dave Bahr" He left his number which I will not publish. Really was this note necessary to a 88 year old woman who the NY times his employer gave him wrong information.

Now on to the new address which is across the street from a major university. The development which is brand new as well as the streets do not show up on the GPS. NY times customer service informed me after they accepted the new address that it is out of the delivery area. When I explained the reason and could they please check because it is across the street from a Major University which I know receives the paper the answer was NO.

Great customer service this is for a woman who loves her NY Times and has been reading it for 70+ years

I never know when I am going to get my daily New York Times. For example, I did not get delivery three times this past week. If I request redelivery, I still do not get the paper. If I request next day delivery, I never get the paper. When I speak with customer service, I get an apology, am told that they are aware of this problem and they are working on it. This has been going on for over a year now.

Absolutely horrendous customer service. I've had an issue with my delivery ever since I started subscribing and every time there's a missing newspaper I report it to them just to get a generic response of

"Thank you so much for waiting I know it is not an ideal experience. Since we subcontract local Delivery partners, we rely on our readers to inform us when delivery issues occur, in order to be able to address it.

Therefore thank you for bringing this to our attention, as it helps us improve our service, so we can hold our partner accountable towards your expectations."

They offer you nothing but generic responses and are absolutely incompetent.

I have never seen so many delivery issues with the NY Times as in the past few weeks. I did not receive the paper today (5/8/22) or yesterday but this has been ongoing the past few weeks and there too many missed deliveries to list. I know I am not the only one because I look down the block and see that neighbors have not received it as well. No excuse for this as I live in Hoboken, NJ which is minutes from NYC. In addition, the local supermarkets are receiving their daily NYT delivery forcing me too re-purchase it again if I want one. If a delivery is missed and reported to customer service I only get credited about half the cost of the $3 cover price which is blatantly unfair.

For the past several years my Mon-Sat NYT has been delivered flawlessly.

Starting in January and still happening today the deliveries don't happen on average, three times a week. I love getting your paper at home.

Last week I thought it was corrected because Mon-Friday the paper came. Not Saturday and not today Monday, 3/28.

As a retired expert in improving performance of diverse organizations here in the US and Internationally, the NYT suffers from a common problem where employees that interface with the customers say and act as faceless, don't-care-about-company-reputation, representatives.

As the media A+ rating your paper earns for content, based on 10+ calls to your "customer service," your customer service rates "F."

One of your employees told me deliver problems are the NYT, it is third party subcontractors, i.e., not our problem. If you need explanation regarding the seriousness of this irresponsible comment, let your boss explain.

I asked one rep to speak with the supervisor to describe the persistent, systemic nature of the problem and was told, "She is busy and will call you back in a week." Didn't happen. If I was naming the dept, it would be "customer insult services."

I noticed on this form you have resolved 3 of 53 complaints. That is shameful for any company but is this the image you want your customers to have.

You need someone to look at your entire process for home delivery, identify the weak points, and facilitate the stakeholders to define consensus-based changes that ELIMINATE the problems. Besides pissing off customers, a flawed process costs you more. Call for specific suggestions to fix this. [protected] - Jaz (Robert Jastremski)

I have been a NYT customer for years. We are supposed to get a Sunday paper delivered and have an online account. In the past year or so, we've had very spotty delivery of our Sunday paper. In the past 3 months, we've missed 5 of our deliveries. Each time, we can get a credit, but that's not what we want. We want the newspaper. When I tried reporting the issue to the NYT, they said that they won't do anything until there are 3 missed papers in a row. Well, the folks who keep messing this up must know that so they never miss three in a row. Two, yes, but never three. This is absolutely ridiculous. Please fix your rules so that people who are not getting their papers will get them, and better yet, do something about it You've raised prices because things aren't going well but yet here we are, wanting our paper despite it's high price, and you keep having to give us refunds. and you refuse to help.

I am not receiving home delivery since Feb 27. In these 3 weeks, I received the newspaper on 2 sporadic non-contiguous days. Repeated (6+) contacts to customer service have yielded nothing but empty assurances that we will get delivery next day onwards. On one occasion the customer service agent said I may be successful if I contact the delivery service (NYT subcontractor) directly but could not provide me a contact number! Asking for help in promptly restoring home delivery.

- A loyal 7 days/week reader for 20+ years

I have been a NY Times home delivery subscriber for years. Over the past month, paper delivery has been late or completely missing and never delivered. What’s wrong with the delivery system in the South Florida area? It has been weeks that I get the paper before the delivery time and lately I have not gotten the paper at al.. This is not acceptable.

The Sunday NYT is CONSISTENTLY LATE arriving on Monday morning to our home with the following explanation on Sundays as I go every Sunday to see what happened this time, "We’re sorry, but we’re unable to deliver your paper today due to transportation problems. However, we’ll redeliver it tomorrow."

My question is WHY is this a continual problem practically every Sunday? Are the papers sent by the Pony Express?

To whom may be reading this,

My complaint comes from a place of true frustration and disappointment. I have been a subscriber of The New York Times for over 12 years and the decline in its delivery service is very much a weekly frustration at my household.

Throughout the years, there have been missed papers of course, bad weather notices, and mistakes that happen to everyone and anyone. However, since around two years ago, my delivery service suffers from a chronic problem that one has been able to resolve, regardless of the numerous calls and emails with the Subscriptions Department at the New York Times.

I am told multiple times in these calls that I should not worry as I "will be credited for any missed paper" and that it is not their fault as "they work with 3rd parties to get them delivered". I do not care for credits. I am happy to pay for the service and I would much rather get the newspaper on the dates we agree on than getting money credited to my account.

I am a Friday to Sunday subscriber, and I realise that if I was an all week subscriber, I would have to turn the reporting of missing issues and missing paper into a full-time job.

The inefficiency of The New York Times communicating with the 3rd party that they have selected to deliver their product has destroyed a ritual that means a lot to me, and above all, I find it most ironic that an entity such as The New York Times that prides itself of considering "truth" its foundation and core value, has been unable to provide me truthful answers, truthful solutions, and even email notifications that they send on their own actually containing any truth.

Please see below the activity history ranging from January 30th until yesterday, March 5th, 2022. This is just a most recent example of the dynamic of failed service. There are months in which is even worse.

Missing paper

03/05/22

Missing paper

02/27/22

Missing paper

02/26/22

Missing section

02/20/22

Missing paper

02/20/22

Missing paper

02/13/22

Delivery problem

01/31/22

Delivery problem

01/31/22

Delivery problem

01/30/22

Missing paper

01/30/22

I have spoken to representatives over the phone as clearly reporting these problem online through their platform is not enough. They are kind but rarely helpful and constantly with the attitude of: what would you like me to do? This is the fault of the 3rd party delivery service.

I am happy to speak to the 3rd party delivery service and get to the bottom of this, but no one can provide me with that information, as apparently the representatives I speak with myself they have no direct contact with the so-called 3rd party delivery service. It's a never ending game of Broken Telephone.

The New York Times is clearly not interested in paper subscribers and they would like us to benefit from the online access we have. Perhaps they should be upfront about that and tell us that the paper is an occasional perk that might or might not come your way on festive days.

We live in New York City and its temperamental weather. If there is a snow storm, I am not a monster and do not expect the paper to be on my stoop. There is common sense in my complaint. But in order for there to be room for snow storms, icy roads, printer malfunctions, or as they love to email me about on Sunday mornings: "a general delay", the service must be impeccable the rest of the year in order for the customers to be understanding and lenient when a situation of trouble arises.

It makes me mad to hear that The New York Times tries to get new subscribers by inviting them to "support journalism". I do. I believe in it. I believe in the bravery of the journalists and photographers that I've followed for years via the NYTimes. I want to support it and I want to read Frank Bruni while holding his latest column, and see on paper Lynsey Addario's unique perspective during times of war. The paper means something to me. It means a lot and the fact that The New York Times is willing to not do anything to lose faithful subscribers is truly disheartening.

Delivery service in Palm Beach has been erratic for some time.

The delivery person was changed 3 days ago with promises of more regular deliveries.

There was no delivery this morning.

Nothing changes.

I subscribe to the Sunday New York Times home delivery. It was not delivered this morning. I reported the non-delivery and was promised delivery by this afternoon. I thought it still thought it had not been delivered at 3 when I found nothing on my porch. Then I noticed the paper it the end of our snow covered driveway. I am a diabetic with neuropathy (balance) issues which caused falls sending me to the hospital. I managed to carefully make my way down our snow covered, slippery driveway to get the Times but the manner of deliver was both disrespectful and for me dangerous. I want an acknowledgement of this complaint and for the delivery person to be reprimanded. Thank you for your attention.
Lawrence Moloney [protected], 1760 Sunny Slope Lane, Saint Paul, MN 55116

I had a subscription in 2020 for Sunday delivery. Never had an issue (no pun intended). But when I subscribed again after Thanksgiving last month I have had NOTHING BUT FAILURE-TO-DELIVER.
Each time I called and was told that I would receive a "re-delivery" same day or the following day (Monday).
They are 0 for 3 so far (0 for 5 including the "redelivery" failures.
Those of us who enjoy a Sunday paper look forward to it, it's my one day off and I love to wake up early, get coffee and read the Times.
Print journalism is in the tank but I assumed that bc of this Customer service would be better than ever (fewer clients and they need to hold on to every one they have).
Customer service is a joke. I hate being the guy who has to call and complain but this isn't rocket science.
Paper BOY: it's a common first job. It's that simple. I have a security camera. And the delivery driver simply doesn't come—they aren't being delivered. They suggested putting a note in to hace the paper be dropped at my door (away from eyes of pectoral thieves and I agreed to that (even though I knew that it was incompetence, not theft). Of course nothing changed.
After todays call they "put a flag on my account" and my account was "issued a ticket #" for upper management to call delivery and "look into it" but it takes "4 or 5 days".
When the redeliveries don't come im given a $5 credit. If I'd known that NYTIMES no longer gives a **** about customer service I never would've re-subscribed.

DONT WASTE YOUR MONEY — HOME DELIVERY IS NOT WORTH THE HEADACHE and IN TERMS OF FEES (20/month for Sunday only = NO PRICE BREAK. This is a moot point since the NYTIMES owes ME MONEY, not the other way around. I understand why they apply $5 credit each time they fail to deliver (double entendre), if they refunded $5 each time to my debit card I would just cancel my subscription and use the cash to GET W PAPER MYSELF.

IVe been reading the Times since HS. IM ABSOLUTELY LIVID AT THIS RIDICULOUSLY CAVALIER ATTITUDE REGARDING THEIR CHRONIC DELIVERY FAILURE.

PATHETIC!

I subscribe to the NYT Sundays. This morning I received the paper in the blue wrapper. When I started reading the paper I noticed that the magazine section was missing.
I live at 4850 Ryna Greenbaum Dr Apt 3320
West Palm Beach, Fl 33417

Mildred Mendelson
[protected]

The New York times make it really hard to unsubscribe.

First they claim they can't cancel you when you're past due. So then you pay them and cancel, despite not wanting their service anymore, simply to save the hassle - they simply try to bill you again!

It seems clear that no one wants to read this newspaper anymore, so they simply make it as hard as possible to leave them.

Expect to waste at least an hour of your life on your phone with them.

Also, their reporting is extremely biased.

My account number [protected]

My paper was not delivered for two days despite repeated complaints. This is a frequent lapse. Please investigate and ensure I receive the paper TODAY.
Thanking you
Akbar Muhajir
1 Vista Drive
Nanuet
NY 10954