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The Boston Globe

1 Exchange Pl Ste 201, Boston, Massachusetts, United States, 02109-2132

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The Boston Globe Reviews (%countItem)

GREAT SPORTSWRITING/ UGLY CUSTOMER SERVICE MNGT AND BAD POLICIES FOR SUBS
I am a financially challenged senior citizen, a survivor of whistle blowing in a women's prison with only social security retirement on upon which to support my senior special needs dogs rescue and me in wild and wonderful WV. income from which I am still paying college loans which makes survival even dicier. I am a lifelong Red Sox fan and Love the Globe--Jim Southworth was a close friend of My Mom's and I wrote for the New Bedford Standard Times. Anyway, I signed up for the dollar for g months promotion and never received a notification that autopay would be dunning my checking account at subscriptions end, not notice of when that would be. When my account was charged on 3/7 I immediately called BG so-called customer service and asked to cancel. Instead I was offered a 6 month sub for 6 dollars, a full refund within 72 hours, and I accepted. WEll five days later my phone bill payment bounced and I realized that I had not been refunded. I spent two hours total this morning on hold and speaking to 2 customer service agents who promised to connect me to a supervisor--instead I got placed back ij a queue where I cooked for an hour at a time and steamed inwardly. WT heck! Both agents promised me refunds then the supervisor who let me sit and stew for 45 minutes more was just a CYA cold-hearted boob. I want the phone calls listened to and the promise for my new 6 dollar sub and for my old one to be refunded in full to be kept. Not a policy quote from a company that cannot even send notices to people when they are about to invade their checking on a date never specified (nor was the amount) in the original email. As a senior with a learning disability user friendly subscriptions that have reminders and respect for the fact that not all of us are rich and some of us like me are supporting dependents and are below the poverty scale, also like to read newspapers. I will say thank you to the original customer rep, the male, who made the rst of the peeps look like the greedy hard hearted Scrooges they are.

Non-delivery problem
We have not received our paper for six weeks ! Customer service basically said there is nothing they can do.

In March of this year, I noticed a charge from the Boston Globe for $27.72. Since I do not recall signing up for anything costing so much monthly, I was obviously unhappy. I called customer service to discuss this and was on hold for approximately 20 minutes, at which point I was given an option to receive a call back. I chose this option. I received a call from what I believe was them, but I was disconnected upon answering . I attempted to call again, sat on hold for a long time and finally had to give up because I had to work. I attempted again later that night but called outside of hours they were available. I'm working as an essential employee, was also assisting with home schooling for my high school child and my 2 step kids and do not have time to sit on hold. I lost sight if this with everything else I had going on. In May, I noticed the charge again, became angry and attempted yet again to call. Same result. So I attempted a different avenue of communication and emailed them my grievances and my request for a refund. I received no response. Today I saw, yet again, I was charged $27.72 for a subscription. I called, waited on hold about 4 minutes and finally got a real person. She informed me it was my fault because I'd signed up for $1/month but the terms and conditions noted it would Auto renew at the "normal rate", which happened in February (I believe). I asked to speak to a supervisor once told I could not be refunded more than the last charge of $27.72, even though I made multiple attempts to cancel this subscription and lost hours if my time in doing so. The supervisor finally came on at about 28 minutes into the call (time I don't have to waste) and essentially reiterated what the CSR had told me. I reiterated how ridiculous it is that a digital subscription CANNOT be cancelled ...well... digitally and that the only avenue for cancelling is over a phone system that clearly has very serious issues is unacceptable. I noted that even if cancelling via email isn't allowed, a response to my email should have been given noting that and due to all of the aforementioned, my money from March until now should be refunded. She stated exceptions could not be made and that only the most recent charge could be refunded. This is ludicrous and unacceptable. The supervisor I spoke with was ***, employee number

The Boston Globe Response • Jun 08, 2020

HelloI apologize for any inconvenience you may have incurred with longer than usual hold time. I have processed your cancellation request for bostonglobe.com. Our customer service department *** (***) is open Monday - Friday: 7:00 am - 8:00 pm Saturday - Sunday: 8:00 am - 3:00 pmIf you need any further assistance, please contact me directly at my phone number that I provided you during our discussion.

Customer Response • Jun 08, 2020

Provided that the Boston Globe follows through with what was agreed to on the phone conversation referenced by Mrs. Creedon, I accept the response.

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

We had tried to sign up for a Boston Globe account on a trial offer in Nov 2018, though after signing up I was never able to access The Globe online, and attempts to find my account via email/phone number didn't work so I figured the account was never processed.

18 Months later I noticed that I have been charged $558 ($27.72 per month) for the past 18 months for a subscription I was never able to log into.

Customer service was able to cancel my subscription, but refused to process a refund for "services delivered". Our account, though, had never even been logged into, so clearly no services were delivered.

I can't speak to the quality of the Globe, because I was never able to log in, but I was disappointed with their customer service.

Boston Globe charge me 27.72 for a subscription I had cancelled. I was supposed to receive a refund and never did. Very unprofessional.

The Boston Globe Response • May 29, 2020

HelloI apologize for any inconvenience you may have incurred. Your bostonglobe.com account was started on 11/21/19 with an introductory rate $1 for 26 weeks. Your credit card was charge as per our terms of purchase. The 26 weeks was from 11/21/19 until 5/21/2020. You called to cancel your account on 5/29/2020. Your account was canceled on your paid through date 6/18/2020. You have full access to bostonglobe.com and both our apps until 6/19/2020. No refund is due.BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99¢/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at ***.Thank you for your readership

Customer Response • May 30, 2020

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution.If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Regards

I did a .99 introductory offer for the digital Boston Globe. I tried to cancel it but I can't get through. The number they say to call is always a fast busy signal. I was charged $27.72 on Monday, May 25, 2020 and would like that refunded and the subscription cancelled please.

The Boston Globe Response • May 27, 2020

HelloI apologize for any inconvenience you may have incurred. I have processed your request to cancel your bostonglobe.com account and refund your credit card. Our Customer Service Department is open 7 days a weeks. The phone number is *** Hours: Monday - Friday: 7:00 am - 8:00 pm Saturday - Sunday: 8:00 am - 3:00 pmIf you need any further assistance, please do not hesitate to contact me.

Customer Response • May 27, 2020

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you very much for your quick response!

Regards

I have a subscription for the digital edition of the Boston Globe, after I started with a $1-per-month deal. When the trial period ended and my credit card was charged the full price for a month's subscription, I decided to cancel. Because I live outside of the United States, I emailed my cancellation request on 2nd May 2020 to ***. The Globe's own website states that overseas subscribers are not required to phone in their cancellation requests and, given that I live in a quite different time zone and that the cost of any call would quickly mount up if I were put on hold, this makes perfect sense. However, despite my emailed message, I received no acknowledgement, and on 13th May my credit card was again charged for a month's subscription. On 16th May I sent another cancellation request to the same email address, but after 4 days I have not even received an acknowledge of my message.

The Boston Globe Response • May 20, 2020

HelloI apologize for any inconvenience you may have incurred. We are experiencing longer than usual response time. As per your request, I have processed a cancellation for your bostonglobe.com account and refund of the $27.72 charge that was posted on 5/11/2020.If you need further assistance, please do not hesitate to contact me directly.Thank you for your readership

I purchased a subscription on June 28 for 6 months on a promotion for $1. On Dec 27 before it expired I called to cancel and was offered a new rate of 99c/week and was promised a refund of $23.76 ($27.76 has been charged on Dec 16 for the period Dec 28-Jan 28 as the new rate was now $3.96 per month = $27.76-$3.96) would be refunded and the new rate instigated. I still have not received this refund despite waiting an extensive period of time.

The Boston Globe Response • May 11, 2020

HelloThank you for taking the time to speak with me today. As per our discussion, I have confirmed your promotional rate and processed your refund. If I can be of any further assistance, please do not hesitate to contact me directly.Thank you

I signed up for a $1 trial to read one article. I have not been able to reach anyone by phone to cancel and it is the only way to cancel membership of this "trial". Everytime I try to get through I wait on hold so long I give up. Today I received $27.72 charge for this. I live in *** so Obviously I don't need Boston News. I want to cancel this membership and would like a refund since it is IMPOSSIBLE for me to cancel without speaking to a live person. It has not been possible for me to reach a live person I should not be charged for lack of trying.

The Boston Globe Response • May 06, 2020

HelloI apologize for any inconvenience you may have incurred due to longer hold times. For your convenience, our customer service department is open 7 days a week ***. As per your request, I have canceled your bostonglobe.com account and processed a refund of $27.72.I have left you multiple voice mail messages with my direct contact information if you need any further assistance.

My wife signed up with the Boston Globe for a trial subscription of $1 for 26 weeks(6 mos.), (which the subscription would've ended on April 15th) upon which they already charged my card for $1 at the beginning of that period. So, on April14th I called to cancel my trial subscription and I was informed that our trial subscription was paid up through May 15th and I asked how that was possible and they informed me that after the trial period they automatically charged us the digital rate of $27.72 and I found that on April 6th they aready charged my card for that digital rate( which was 1 1/2 weeks before the trial subscription would've ended). And this being unbeknownst to me, I had said to them that how are we as customers supposed to know that we're actually supposed to call two weeks prior to the end of the trial period to cancel because they 'Never' mention this very important detail.

The Boston Globe Response • Apr 28, 2020

HelloI apologize for any inconvenience you may have incurred. Your account is canceled as per your request, your credit card was removed and a refund processed. Your credit card was charged as per our terms of purchase.BostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99¢/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at BostonGlobe.com/TermsofPurchase.If you need further assistance, please contact me directly on the phone number I have left in my multiple voice messages to your home.

I signed up with the Boston Globe online edition trial for $1 a month and cancelled with the trial period (per the offer) in January 2018. I discovered today that the Globe has been billing me $27.72 each month for access since then, even though I canceled. This is over $776!!! In addition, the transaction date varies from month to month and appears to change from the beginning, middle, and end of month purposefully to make it more difficult to see the transaction when reconciling my bank statement.

I have tried multiple times to talk with customer support on the phone, but I'm put on hold without anyone picking up. I tried to contact the Globe online, but there system doesn't even recognize me, my telephone number, or address. This is clearly a scam based on the number of complaints on the Revdex.com site regarding this exact issues. I don't use the Globe in print or digitally and it's clear they are ignoring cancellations to continue the revenue. I expect a full refund.

The Boston Globe Response • Apr 30, 2020

HelloI apologize for any inconvenience you may have incurred. I have left you private voice messages on 4/24/2020 and 4/30/2020 to discuss resolution. As per your request in this complaint, I have canceled your bostonglobe.com account and removed credit card information.

On September 2nd, 2019, I came across an advertisement for the Boston Globe detailing a special offer for a $1 subscription for 6 months. September 2nd. Today is April 14th. I checked my bank statement yesterday and found that I had been charged a total of three times by the Boston Globe, each for $27.72. My bone to pick with the Boston Globe is that they had never sent me any sort of confirmation email confirming my subscription, therefore I was not even aware that I had purchased this service. Their business model includes them hooking customers in with a "special" offer, then hoping that the customer will end up forgetting that they paid for the service, and charging them an absurd amount every month. When I called customer service, they indicated that they bill each customer 14 days before the start of the next period, thus trapping them in a sense before they have any idea whats going on. As a result of this, I have been somehow been charged for 3 months of service starting from March 2nd, and today is April 14th.

The Boston Globe Response • Apr 15, 2020

HelloI apologize for any inconvenience you may have incurred. I left you a voice mail with my direct contact information. Please contact me directly so I can discuss your complaint.Your bostonglobe.com account was started on 9/2/2019 and your introductory offer you signed up for was for 26 weeks (182 days) ending on 3/1/2020. The first credit card charge was on 2/17/2020 as per our terms of purchase for access 3/2-3/30. The next credit card charge was on 3/16/2020 for access 3/30-4/27. The last charge on 4/13/2020 was for access 4/27-5/25. You contacted customer service on 4/14 and requested to cancel. Your account was canceled, credit card was removed from autopay and a refund was processed.TERMS OF PURCHASEBostonGlobe.com digital subscription is a credit card only offer. Your credit card will be automatically charged in advance every four weeks unless a different billing term is specified in the offer. At the end of your introductory period, you will continue to be charged every 4 weeks for $27.72 (99¢/day) unless you cancel your subscription. Offer valid for those who have not had digital access in the last 90 days. Prices are subject to change. Additional terms and conditions may apply. All purchases are subject to the Terms of Purchase, available at ***.Thank you

I signed up for a "trial period" for $1. The ad said that I could cancel anytime. I went to cancel the trial subscription, but you are not allowed to cancel it on their website. You have to call in to their call center. The lady at the call center was rude and said that, in fact, I could not cancel anytime. She stated that I signed up for 26 weeks and I can't cancel until that time period is over. This is a crooked business practice. They make it difficult to cancel your subscription with the hopes that you forget to cancel in time, then they automatically renew the subscription at full price and steal your money. I don't want to have anything to do with this company. I understand it's a rough time for newspaper companies, but they shouldn't resort to these bait and switch tactics.

The Boston Globe Response • Apr 13, 2020

HelloThank you for taking the time to speak with me today. I apologize for any inconvenience you may have incurred. As per our discussion, your request to cancel bostonglobe.com was processed as of your paid date 10/13/2020. The only charge on your credit card is $1.00.If you need any further assistance, please do not hesitate to contact me directly.Thank you for your readership

Customer Response • Apr 13, 2020

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Revdex.com:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards

Home delivery services are doing nothing to ensure good home delivery. Paper is delivered and placed randomly. Filed many complains which do not help.
Yesterday the paper was inside a rose bush see pix. Complained and asked to be delivered to my back door and was left on the street corner of my home

Around July of 2018 my wife signed up with the Boston Globe online edition trial for $1 a month. The rate would then go up to about $28 per month. After the first two months we called up and cancelled. We just learned that they have been billing us each month for the service even though we have not used it. I called to ask for a refund and they said no. I offered to pay $100 (about three months) and customer service declined and offered me no solutions.
We also had the print edition, which was billed to my credit card for around $28 or so.
After we called and cancelled the online around August/September 2018, my wife thought the $28 on her credit card was for the print edition since she had called and cancelled it in 2018, which is why this has gone on so long without being noticed - however, that doesn't change that we called and cancelled, and they did not cancel - just kept billing away.
Bottom line - they have been billing us approximately $56 a month for print and online - billed separately to two different credit cards, although we called and cancelled the online about 18 months ago.
I would like to add that there is no reason for them to not do this - there was no exchange of services. We received nothing here. Their records will show that we did not log in since then, so we were not even using their service - it is not like they are losing money here, we are asking for a refund since we did not use their service, and they did not cancel it per our request. Again, the mix up is that they billed the two separately to two credit cards so she thought the $28 on her card was for print, which we just cancelled. Who would pay $56 for a Sunday newspaper 4 times a MONTH and access to the online edition? Their employee should have cancelled this when we asked them to.

The Boston Globe Response • Feb 25, 2020

HelloThank you for taking the time to speak with me today. I apologize for any inconvenience you have incurred. As per our discussion, if I can be of any further assistance please contact me directly.Thank you

For the last 2.5 months our daily Boston Globe has not been delivered by the time we have been getting it 6:00 am to 6:15. It is arriving more times than not well after 8;30 and we have already left for work. We end up buying newspapers only to come home and find the paper at our door step. We have nest so we can look to see the time it comes. We have called Boston Globe Customer Services, emailed and promises it will be addressed and nothing has changed. Our Sunday Globe and NY Times comes at Noon. Once again, we have called with promises of having the issue addressed and no change. We called to cancel and the person promised us he will take care of this and apologized up and down with promise it will be addressed and asked that we please give it another chance that was 1 week ago and nothing has changed. We asked the Deliver person why its always late we were told "They are short delivery people and have doubled up on my deliveries" Why not hire additional people?

The Boston Globe Response • Feb 21, 2020

HelloI apologize for any inconvenience you have incurred. Thank you for speaking with me and allowing me the opportunity to work on a resolution for the delivery issues.Please contact me directly any time I can be of assistance.Thank you

The Boston Globe is not delivering my newspaper.One day,Ireceive a paper ,then Idon't geta paper for a couple of days.Icall the globe and they promise me a paperwhich I don't get.Isigned up with the Globe in 2003,had the same problems and started to get my local paper.Two weeks or more Icancelled my local paper,and now Iget a paper whe they feel like delivering me one.I hope you can help me with my situation.thank You

The Boston Globe Response • Feb 21, 2020

HelloI apologize for any inconvenience you may have incurred. I will continue to work with our delivery manager on resolving the delivery issues.If you need any further assistance, please contact me directly.Thank you

The Boston Globe could care less about their loyal customers. Their service is ridiculously poor. They have no communication amongst their departments.....of course, they thank me for being a loyal customer since 1984. I simply can't get my paper delivered at my doorstep. Always at the end of the driveway despite calls for the past two months.. Today the paper was delivered in a puddle. It seems like they're BEGGING ME to cancel. I like getting my Globe and don't want to cancel, but for some reason, they just can't get this right. Shame on the Globe and their service department, their supervisors and their paper carriers. Maybe I'm just asking for too much. Maybe John H can't afford to pay good paper carriers or their supervisors. Wonder if they get paid minimum wage???

I recently noticed charges to my credit card account from the Boston Globe. I never signed up for the Globe. I emailed, called, spoke with different representatives and told the Globe to cancel whatever subscription this is and to refund all charges immediately. I was told on numerous occasions a manager would call me to confirm the refund or at least speak with me about the issue. This call never came. Finally, I called once more demanding a manager and they simply put me on hold for over 30 minutes. That being the last straw, I am reaching out to Revdex.com for support getting a full refund for this service I never signed up for.

The Boston Globe Response • Feb 13, 2020

HelloThank you for taking the time to speak with me. As per our conversation, your bostonglobe.com account is cancelled.If you need any further assistance, please do not hesitate to contact me.

On June 25, 2019, I tried to sign up for a promotion -- $1 for 6 months of online access to the Boston Globe. I had recently cancelled my print subscription (which also gave me online access) because it was not delivered most days. After billing my *** card $1, I received a communication that I was not eligible for the offer because I had recently had online access. I was NEVER able to sign in for access, and I determined it was easier to let the Globe keep my dollar than it was for me to call and spend a lot of time with customer service. In October, 2019, I received another offer $1 for 6 months online access to the Globe. I accepted the offer and used the address of my summer house, thinking I might not be eligible still at my previous delivery address. I paid my $1 and gained online access. Yesterday, I was looking at my *** account and I noticed that I had a pending charge from the Boston Globe for $27.72, and I had been charged $27.72 for the months of December and January. I called customer service to explore what had happened, and she told me that my 6 month June online access had ended, and I was being billed at the non-promotional rate. I explained that I had NEVER had access to the account, and that I had signed up in October for a different online access. She could see both accounts, but she disputed/doubted that I had not had access beginning in June. She told me that the billing details were clearly listed, and I repeated that I did not have online access via my June signup. She insisted I must have had it because they had billed me $1. She questioned why I hadn't called to complain about no access, and I told her that I had not been eligible for the promotion. She kept coming back to the $1 payment, insisting that of course I had access because the Globe had processed my payment. I suggested she look to see that I had NEVER signed into that account because I was denied access. She said that information was private. I think she was going to stop the pending charge (it still shows pending on my *** account). She told me that she can't go to any previous months, even though I received nothing for the charges incurred. I asked for a supervisor, or another name to contact, and she refused to share any further information. The customer service was HORRIBLE.

The Boston Globe Response • Feb 21, 2020

HelloI apologize for any inconvenience you may have incurred. I have left you multiple VM with my direct phone number confirming the resolution. Please contact me directly if you need any further assistance.Thank you

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Address: 1 Exchange Pl Ste 201, Boston, Massachusetts, United States, 02109-2132

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