Dow Jones & Company, Inc.

Review: Extremely poor customer service. We are not receiving the print subscription we are paying for. I have contacted their customer service by phone, email, and live chat numerous times. I get the same scripted response and a promise to credit our account extending our subscription and they will send an email to the carrier. I can see a credit maybe once or twice at the most, but it has been 10 days without the paper. They will not offer redelivery for missed papers. Our subscription costs 30 dollars a month for print plus digital issue. After a vacation stop the delivery person (who delivers our other paper at the same time) delivered it once and never again afterward. Delivery was to be suspended Sept. [redacted] while we were on vacation. He delivered it on the [redacted], [redacted] and the [redacted] anyway, when we didn't want it sitting on our driveway. I had to ask my elderly mother in law to go over to pick them up. Then he delivered it once, I don't recall the date, maybe the [redacted] or Oct. [redacted] and then never again. (He also delivers our Tampa Tribune at the same time (Thurs-Sunday) but began delivering it everyday instead. He eventually got that right). WSJ customer service promises to resolve the issue, and has made it a "priority". They are "working with the local delivery team" and will "forward my email to 'upper management'" None of this has been effective in resolving this issue. Their procedures have not been effective. Extending my subscription to continue such poor customer service is not in the best interest of the customer. They refuse to say they will actually call the carrier on the phone; they state they only send an email to them. Obviously they hired someone who does not have good customer service as a priority and the customer is the loser. Why can't they just call the carrier and tell them to deliver the paper to this address everyday? They say they have a "local delivery team". Bottom line: we are paying for a service that we are not receiving and WSJ is incompetent in expeditiously resolving simple matters such as this. From the customer's perspective it seems as they obviously don't care, are happy to take our money, while delivering nothing in return except an extended period of ridiculously poor service.Desired Settlement: While it may be inconvenient for them, they will need to send me a check for the amount of the print copies missed. It may be a small amount but it's the principal that counts since they don't seem to care about the average person's customer satisfaction. If they are inconvenienced a little maybe they will make better customer service a priority. Extending a subscription for inept and poor customer service is not a fitting resolution to their incompetence.

Review: I paid $15 for a student digital and print subscription. I have still not received a single print subscription delivered to my home, nor have I received an account number for my physical subscription. All of my attempts to correct this with the business have been unsuccessful.Desired Settlement: I would like the WSJ print subscription delivered to my home, for the total number of weeks agreed (15) that I paid for, starting as soon as possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I started Wall Street Journal newspaper subscription sometime in June 2014. As of now, I have NOT received a single issue (the delivery has NOT started). When I contacted the customer service today (8/**/2014) , they said they would give 30 days credit (as of August **, 2014) but NOT from the day the subscription was paid for. The customer service representative said that I should have contacted the newspaper earlier. There is no way I could have contacted the WSJ when I did not know when the service was starting. I am asking the newspaper to give me credit for the non-delivery of the newspaper from the day the subscription was paid for.Desired Settlement: I am asking the newspaper to give me credit for the non-delivery of the newspaper from the day the subscription was paid for.

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].

Sincerely,

Review: I called the Wall Street journal to cancel my digital subscription. The wall street journal gave me a refund.

The Wall Street journal continued to charge my [redacted]s card $30 a month for services I did not want.

The customer service agent told me my account confirms I called in 2014 and 2015.

I want a refund for the time since I called the Wall Street journal.Desired Settlement: Refund. And I want to warn other people about the Wall Street journal monthly renewal. And I want people to be warned that the Wall Street journal requires people to call in to cancel subscriptions.

The customer service agent told me I could speak with a manager.

Then she told me I could not speak with a manager.

I am very irritated with the Wall Street journal.

Business

Response:

We have reviewed [redacted]'s account and do see multiple contacts from 2014. None of the contacts have any mention of a cancellation on the account until 2/*/16 when the prorated refund of $6.98 was issued for the remaining time on the subscription. Please note this was offered as a courtesy as we have a firm no refund policy on monthly accounts. No further refund is due.

Review: I have not been receiving the Print edition of my subscription for over 6 months now. Will call and let customer service know that I have not been receiving and receive the same "Im sorry to hear this, I will persoanlly make sure this issue is resolved. I have extended your account X days and you should receive the paper tomorrow." Needless to say I have not received a paper. I can still access the online portion of the paper, but I signed up for the print edition and I am just wanting what I am paying for.Desired Settlement: My main concern is receiving the paper. I would like to see my account extended 3 more months (the amount that I haven't received the paper and have not been credited for.)

Business

Response:

I am very sorry you haven't received the paper in 6 months. I extended the subscription for 6 months making the exp date 10/**/16. Also, reached out to the circulation manager in Texas to ensure proper deliver going forward; will call Zachary tomorrow with more information

Review: I HAD ORDER THIS FROM A VENDER THAT WAS SIGNING UP ANYONE FOR A 2-3 MONTH SUBSCRIPTION ONLY AND WAS IN CONTEST. TO HELP OUT, I SIGNED FOR ONLY THAT AMOUNT OF TIME AND GOT A GIFT ( GIANTS HAT ). I GAVE HIM MY DEBIT CARD AND IT WAS FOR ONLY FOR $12.00,

SO WHEN MY TIME WAS UP, I WAS STILL GETTING PAPERS AND I FINALLY CALLED FOR 5 MONTHS TO MAKE SURE I WAS NOT CHARGED ANYONE. I COULD NOT FIND THE PEOPLE THAT I HAD SIGNED UP WITH, NO ONE COULD. COULD NEVER RESOLVE THIS PROBLEM. FINALLY THEY HAD TAKEN ABOUT $189.00 OUT OF MY CHECKING ACCOUNT WITH-OUT MY PERMISSION. THAT WAS STEALING. I HAVE CALLED SO MANY TIME AND TO THIS DAY THEY HAVE NEVER RETURNED MY PHONE CALLS OR E-MAILS BACK. I HAVE BEEN TRANSFERRED TO MANY DIFFERENT COUNTRIES FOR THIS AND NEVER HAS BEEN RESOLVED. THERE HAS NEVER BEEN A 24-48 HOUR CALL BACK, THEY ONLY TELL YOU THIS TO GET RID OF YOU. I HAVE ALL MY DATES OF THE PHONE CALLS AND THE DATES THEY STOLE MY MONEY AND RECORD OF MY SIGNED SUBSCRIPTION. I AM STILL ON THEIR MAILING LIST AND CAN'T GET RID OF THEM. I HAD TO CHANGE MY DEBIT CARD AND FEW OF MY OTHER THINGS.Desired Settlement: MY REFUND AND NO MORE CONTACT FROM THEM.

Consumer

Response:

At this time, I have not been contacted by Dow Jones & Company, Inc. regarding complaint ID [redacted].

Sincerely,

(Confirmed via voicemail dated 10/*/14)