Time Out New York

First off, we would like to thank loyal readers such as [redacted] for turning to Time Out New York for the best recommendations for restaurants, bars, movies, theater and more in New York. At Time Out we pride ourselves on providing delivery service to make sure our readers do not miss out on the...

biggest, best and newest things New York has to offer. By way of example, of the approximately 45,000 issues Time Out delivered to its subscribers by courier service last week, over 99% were successfully delivered to our subscribers. Perhaps a bit of background would help to ensure that [redacted] receives his copy of Time Out New York each week. On April **, 2015, Time Out transitioned to an all-free distribution model. Prior to April **, 2015, [redacted] received his copy each week via the U.S. Postal Service within one (1) to three (3) days of publication each Wednesday. Beginning April **, 2015, given [redacted]'s location, his subscription was transitioned to home delivery via courier service. Each building has its own set of restrictions on access to the building and placement of magazines. Since [redacted]'s building is locked and restricts access to the apartment doors, his copy of Time Out, along with all other periodicals delivered to the building, are delivered to the outside of the building. Has [redacted] checked for his copy each week after April [redacted] in his mailbox or outside of his building? All subscribers were alerted via a notice on the cover wrap prior to the transition to all-free distribution of the change in delivery method. As an alternative, we would be happy to investigate the deliv ery options to any alternate address which [redacted] provides if he believes that exterior delivery at his building is not a preferred method for receiving his issue each week. We hope this helps to resolve [redacted]'s concerns and look forward to continuing to providing him and all of our readers up-to-date news on the biggest, best and newest things New York has to offer. [redacted]###-###-####[redacted]Time Out [redacted]

We would like to thank [redacted] for her response and assure her that the United States Postal Service's designation of Time Out New York as a "free publication" and the time by which the Postal Service delivers Time Out New York is beyond Time Out New York's control. As requested by [redacted], her copy of Time Out New York will be received each week via mail. Time Out New York will implement this change this week and it will take effect with the July **, 2015 issue. A copy of the issue will be mailed from Time Out New York's offices this week. We look forward to providing readers such as [redacted] recommendations for all the best that New York has to offer.

We would like to thank [redacted] for being a loyal and long serving subscriber. We can offer [redacted] several options to insure that he receives his issue of Time Out New York on time each week so he can take advantage of all that Time Out New York - and New York City - has to offer. But first we would...

like to offer a bit a background.On April **, 2015, Time Out transitioned to an all-free distribution model. Once this occurred, the United States Postal Service changed the delivery designation of Time Out New York to a "free" publication, which affects the delivery time of the publication. Unfortunately, the United States Postal Service's classification of our publication is beyond Time Out New York's control. However, we also offer subscribers the option, depending on their location and their location's rules regarding access and delivery, of having their issue hand delivered via courier service each week. Each building has its own set of restrictions on access to the building and placement of magazines. [redacted] is correct that following Time Out New York's transition to a "free publication", copies were no longer delivered to [redacted] via U.S. mail. Time Out New York moved [redacted]'s subscription to delivery via a weekly courier service so that he would not experience any delay in receiving his copy via the mail. Copies of Time Out New York would have been delivered to his apartment via this courier service, as stated in the April *, 2015 edition of Time Out New York.[redacted]'s account was never stopped. Perhaps [redacted] was most likely looking in his mailbox for his subscription to no avail? On May **, 2015, [redacted] requested that he receive his issue via mail delivery which, given the U.S. Postal Service's designation of Time Out New York as a "free publication", results in a lag in the delivery time of [redacted]'s issue.We are pleased to offer [redacted] the following options to insure that he receives his copy of Time Out New York in a timely fashion each week:• We can transition [redacted]'s subscription back to courier delivery so that he receives it on Wednesday (the date of publication) each week. Copies would be delivered like a newspaper to the closest possible location that our courier service may access his building. If [redacted] he would like, he can provide a key to our courier service to insure that his issue may be left inside his building each week. • [redacted] may also provide Time Out New York with a different address and Time Out New York would be happy to investigate the delivery options to any alternate address which [redacted] provides if he believes that delivery to his building is not the preferred method for receiving his issue each week.• Finally, [redacted] can also receive free digital access of Time Out New York at timeout.com/mydigitaleditions which is updated each Wednesday. [redacted]'s digital account can be accessed with his email address and account number (which is located in the address label on [redacted]'s issue).We look forward to continuing to be the source that readers such a [redacted] turn to for the best recommendations for restaurants, bars, movies and more in New York.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told by my doorman that there are four people in my building that have subscriptions to TimeOut.  There is a lobby where the magazines are to be delivered early on Wednesday mornings and the doorman delivers the magazines to our doors.  The doorman said on any given Wednesday there is anywhere from zero to four issues to be delivered; it has not been consistent. Whomever is supposed to deliver the magazines to our building is not doing their job every week.  The Time Out on-line comment section shows that other people are experiencing the same problem so it's not limited to my building.  People in my building that receive the New York Times do not have the same problem.  If Time Out cannot resolve this problem I will once again ask for a refund for my remaining subscription.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As requested, we shall cancel [redacted]'s subscription. The cancellation shall take effect with this week's issue. We thank [redacted] for his loyal readership of Time Out New York and hope to have him back soon.

Dear [redacted]:We would like to thank [redacted] for being a loyal subscriber to Time Out New York and we look forward to continuing to be the source to which readers such as [redacted] turn for the best recommendations for restaurants, bars, movies, theater shows and more in New York. We believe that a...

change in the delivery method of [redacted]'s publication from regular mail to hand delivery will better insure that [redacted] receives her issue of Time Out New York on time each week to take advantage of all that Time Out New York has to offer.On April **, 2015, Time Out transitioned to an all-free distribution model. Once this occurred, the United States Postal Service changed the delivery designation of Time Out New York to a "free" publication, which affects the delivery time of the publication. Unfortunately, the United States Postal Service's classification of our publication is beyond Time Out New York's control. However, we also offer subscribers the option, depending on their location and their location's rules regarding access and delivery, of having their issue hand delivered via courier service each week. Each building has its own set of restrictions on access to the building and placement of magazines. We contacted [redacted], the courier service assigned to [redacted]'s area and was told that [redacted] resides in a locked building, meaning that couriers only have access to the vestibule. Since [redacted]'s building is locked and restricts access to the apartment doors, her copy of Time Out New York, along with all other periodicals delivered to the building, may be left in the vestibule in a sealed envelope with her contact information on the front. As an alternative, we would be happy to investigate the delivery options to any alternate address which [redacted] provides if she believes that delivery to her building is not the preferred method for receiving her issue each week. We hope this helps to resolve [redacted]'s concerns and we encourage her to continue to turn to Time Out New York for up to date news on the biggest, best and newest things New York has to offer.

Time Out New York strives to be the source to which readers turn to discover the best New York City events, things to do, restaurants, theater and night life. Perhaps a bit of background would help to insure that [redacted] receives her copy of Time Out New York each week. On April **, 2015, Time Out New...

York transitioned to an all free distribution model. Issues are delivered by one of two methods. The magazine can be delivered via a courier service, such as a newspaper. This is the method of delivery for [redacted]'s subscription. Each building has its own set of restrictions on what access to the building is granted to a courier service. Since [redacted]'s building is a locked building, her copy of Time Out New York is left in the vestibule of the building each Wednesday. Has [redacted] searched this area for the issues she explains that she did not receive? The second method of delivery is via the [redacted], but given the [redacted]s' designation of Time Out New York as a free publication, this necessarily means that the issue may not be delivered on time each Wednesday following publication. We are pleased to offer the following alternatives to [redacted] to insure that she receives her issue of Time Out New York on time each week to take advantage of all the best that the magazine has to offer. First, if she would like to offer an alternate address where she would prefer to receive her issue, we would be happy to investigate the delivery options at that location and deliver her issue there each week. [redacted] may also provide a building key to our courier service so that they may gain access to the inside of her building to deliver her subscription. Finally, as a Time Out New York subscriber, [redacted] receives free access to the Time Out New York digital edition. There, she can instantly view the most recent issue as well as browse past editions. Her digital account can be accessed with her email address and account number. Time Out New York's digital editions may be accessed at [redacted]. We look forward to remaining the source to which loyal readers such as [redacted] turn to for the newest, best and brightest events that New York City has to offer.

Revdex.com:At this time, my complaint, ID [redacted] regarding Time Out New York has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

Review: Time Out changed their business model to a free subscription service. For people that had a paid subscription, weekly issues were still to be sent to the home every Wednesday until the subscription expired. Time Out honored this for 2 - 3 issues and now the magazine has stopped being delivered. I contacted the company twice, once in April and once in June asking them to either honor their commitment to deliver the magazine weekly or to refund my remaining subscription. I am still not receiving the magazine and they will not refund the difference. Looking at comments on line, Time Out is not delivering the magazine to multiple people who have paid for it.

Account Number:

[redacted] Account Status:

Active Paid

Expire Issue:

Feb **, 2016

Current Order Date: Sep *, 2014

Subscription Term: 47 issues

Last Payment Amount: $29.97

Start Issue: Oct **, 2014

Last Issue Mailed: Jul *, 2015 - never receivedDesired Settlement: Since Time Out is unable to live up to their commitment by delivering the magazine I paid for, I would like a refund.

Business

Response:

Time Out New York strives to be the source to which readers turn to discover the best New York City events, things to do, restaurants, theater and night life. Perhaps a bit of background would help to insure that [redacted] receives her copy of Time Out New York each week. On April **, 2015, Time Out New York transitioned to an all free distribution model. Issues are delivered by one of two methods. The magazine can be delivered via a courier service, such as a newspaper. This is the method of delivery for [redacted]'s subscription. Each building has its own set of restrictions on what access to the building is granted to a courier service. Since [redacted]'s building is a locked building, her copy of Time Out New York is left in the vestibule of the building each Wednesday. Has [redacted] searched this area for the issues she explains that she did not receive? The second method of delivery is via the [redacted], but given the [redacted]s' designation of Time Out New York as a free publication, this necessarily means that the issue may not be delivered on time each Wednesday following publication. We are pleased to offer the following alternatives to [redacted] to insure that she receives her issue of Time Out New York on time each week to take advantage of all the best that the magazine has to offer. First, if she would like to offer an alternate address where she would prefer to receive her issue, we would be happy to investigate the delivery options at that location and deliver her issue there each week. [redacted] may also provide a building key to our courier service so that they may gain access to the inside of her building to deliver her subscription. Finally, as a Time Out New York subscriber, [redacted] receives free access to the Time Out New York digital edition. There, she can instantly view the most recent issue as well as browse past editions. Her digital account can be accessed with her email address and account number. Time Out New York's digital editions may be accessed at [redacted]. We look forward to remaining the source to which loyal readers such as [redacted] turn to for the newest, best and brightest events that New York City has to offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told by my doorman that there are four people in my building that have subscriptions to TimeOut. There is a lobby where the magazines are to be delivered early on Wednesday mornings and the doorman delivers the magazines to our doors. The doorman said on any given Wednesday there is anywhere from zero to four issues to be delivered; it has not been consistent. Whomever is supposed to deliver the magazines to our building is not doing their job every week. The Time Out on-line comment section shows that other people are experiencing the same problem so it's not limited to my building. People in my building that receive the New York Times do not have the same problem. If Time Out cannot resolve this problem I will once again ask for a refund for my remaining subscription.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have instructed the courier service responsible for delivering [redacted]'s subscription that her issue is to be left with her doorman each Wednesday. We will continue to monitor the situation to ensure that the issue is left with her doorman each week. We thank [redacted] for being a loyal reader and hope that she continues to turn to Time Out New York for her news on the best that New York has to offer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and am willing to give TimeOut an opportunity to resolve. I did not receive last week's issue, but I did receive it this morning in a manilla envelope. It's interesting to note that the other three people in my building did not receive their TimeOut issues today.

Sincerely,

Review: I've subscribed to Time Out New York for at least fifteen years, and have paid for my subscription to continue until 2018. Several months ago, though, they switched from a pay system to a free magazine handed out at subway stations. They also apparently stopped mailing out copies, as I went nearly two months without receiving one. Customer service finally agreed to resume my PAID subscription, but now I'm receiving the magazine approximately eight days after it's handed out. Since it's a weekly events magazine, this means everything listed is now out of date and the magazine is useless.Desired Settlement: I'd accept either of two adjustments. One, deliver the magazine to me within a day of it being handed out free. Two, refund my pre-paid subscription costs.

Business

Response:

We would like to thank [redacted] for being a loyal and long serving subscriber. We can offer [redacted] several options to insure that he receives his issue of Time Out New York on time each week so he can take advantage of all that Time Out New York - and New York City - has to offer. But first we would like to offer a bit a background.On April **, 2015, Time Out transitioned to an all-free distribution model. Once this occurred, the United States Postal Service changed the delivery designation of Time Out New York to a "free" publication, which affects the delivery time of the publication. Unfortunately, the United States Postal Service's classification of our publication is beyond Time Out New York's control. However, we also offer subscribers the option, depending on their location and their location's rules regarding access and delivery, of having their issue hand delivered via courier service each week. Each building has its own set of restrictions on access to the building and placement of magazines. [redacted] is correct that following Time Out New York's transition to a "free publication", copies were no longer delivered to [redacted] via U.S. mail. Time Out New York moved [redacted]'s subscription to delivery via a weekly courier service so that he would not experience any delay in receiving his copy via the mail. Copies of Time Out New York would have been delivered to his apartment via this courier service, as stated in the April *, 2015 edition of Time Out New York.[redacted]'s account was never stopped. Perhaps [redacted] was most likely looking in his mailbox for his subscription to no avail? On May **, 2015, [redacted] requested that he receive his issue via mail delivery which, given the U.S. Postal Service's designation of Time Out New York as a "free publication", results in a lag in the delivery time of [redacted]'s issue.We are pleased to offer [redacted] the following options to insure that he receives his copy of Time Out New York in a timely fashion each week:• We can transition [redacted]'s subscription back to courier delivery so that he receives it on Wednesday (the date of publication) each week. Copies would be delivered like a newspaper to the closest possible location that our courier service may access his building. If [redacted] he would like, he can provide a key to our courier service to insure that his issue may be left inside his building each week. • [redacted] may also provide Time Out New York with a different address and Time Out New York would be happy to investigate the delivery options to any alternate address which [redacted] provides if he believes that delivery to his building is not the preferred method for receiving his issue each week.• Finally, [redacted] can also receive free digital access of Time Out New York at timeout.com/mydigitaleditions which is updated each Wednesday. [redacted]'s digital account can be accessed with his email address and account number (which is located in the address label on [redacted]'s issue).We look forward to continuing to be the source that readers such a [redacted] turn to for the best recommendations for restaurants, bars, movies and more in New York.

Review: Time Out New York has often been delivered late up to April *; it should be delivered on Wednesday or Thursday, and is delivered on Thursday to Saturday. Issues also were skipped.

My subscription has not been sent since they have gone to a "Free" format (i.e. pick up from pick up location). They said they would continue the subscriptions as well. I have not received an issue since April *. Others are experiencing the same. We paid for a subscription to be sent to our residence...it isn't. They should refund the money. See the comments at http://www.timeout.com/newyork/things-to-do/time-out-new-york-magazine-now-free-...⇄ Settlement: I give up on receiving a subscription, they should refund the subscription fee on a pro-rated basis to all subscribers. Not just me.

Business

Response:

First off, we would like to thank loyal readers such as [redacted] for turning to Time Out New York for the best recommendations for restaurants, bars, movies, theater and more in New York. At Time Out we pride ourselves on providing delivery service to make sure our readers do not miss out on the biggest, best and newest things New York has to offer. By way of example, of the approximately 45,000 issues Time Out delivered to its subscribers by courier service last week, over 99% were successfully delivered to our subscribers. Perhaps a bit of background would help to ensure that [redacted] receives his copy of Time Out New York each week. On April **, 2015, Time Out transitioned to an all-free distribution model. Prior to April **, 2015, [redacted] received his copy each week via the U.S. Postal Service within one (1) to three (3) days of publication each Wednesday. Beginning April **, 2015, given [redacted]'s location, his subscription was transitioned to home delivery via courier service. Each building has its own set of restrictions on access to the building and placement of magazines. Since [redacted]'s building is locked and restricts access to the apartment doors, his copy of Time Out, along with all other periodicals delivered to the building, are delivered to the outside of the building. Has [redacted] checked for his copy each week after April [redacted] in his mailbox or outside of his building? All subscribers were alerted via a notice on the cover wrap prior to the transition to all-free distribution of the change in delivery method. As an alternative, we would be happy to investigate the deliv ery options to any alternate address which [redacted] provides if he believes that exterior delivery at his building is not a preferred method for receiving his issue each week. We hope this helps to resolve [redacted]'s concerns and look forward to continuing to providing him and all of our readers up-to-date news on the biggest, best and newest things New York has to offer. [redacted]###-###-####[redacted]Time Out [redacted]

Review: I have been a paid subscriber of TimeOut New York magazine for years and have for the most part, received my weekly issue on time. Unfortunately, as soon as the magazine decided to become a "free" weekly publication, my subscription mysteriously stopped being mailed to me. I emailed Customer Service on 4/*/15, I was told that I would still be receiving the magazine and that since I was a paid subscriber, my subscription would be extended. No other details were provided, no mention concerning any changes in delivery method. When my magazine didn't show up in my mailbox, I called Customer Service at ###-###-#### on 5/*/15 and was told that my magazine was now being hand-delivered by "[redacted]". The rep told me that quite a few people were complaining about missing magazines since they changed to a free publication. The rep then stated he would change my subscription back to being mailed to me, since I was not receiving anything. On 5/**/15, I still was not receiving the magazine in the mail so I called Customer Service again. This time, I decided to start asking for names, so Mary at ext [redacted] told me that the rep on 5/*/15 had not entered my information in correctly and did not activate the mailing subscription. She told me that she fixed the problem and that I would start receiving my magazine on 6/*/15. Today, 6/*/15 I called Customer Service again to report that I still am not receiving the magazine and asked to speak with a Supervisor. Today, Supervisor Trevor x[redacted] said that the post office was to blame for the delay because they were treating the magazine now as a "free publicattion" but that they were "in discussions" as to how to get their publication out in a timely manner since the material is time sensitive. My subscription was paid in full up to 9/*/16, but since TimeOut went to a free magazine on 4/**/15, they have not successfully delivered what I have paid for and now have no immediate solution for their obvious delivery problems. Prior to speaking with Trevor, I was told by Michael at ext [redacted] to expect my 6/*/15 issue in 7-10 days. This is ridiculous, since the magazine is supposed to cover events taking place 6/*-6/**! Trevor stated that they have been receiving complaints for the past 2 months now regarding missing issues, so they must be aware of the problem and should be trying to resolve it in a more expeditious way.Desired Settlement: This magazine is supposed to be a weekly publication detailing what is going on in New York, so it doesn't make sense to receive this item late. I have been a subscriber to this publication for years and would hate to lose my subscription. I just want this company to get it's act together and not treat their paid subscribers with such disregard. I just want my magazine to be delivered on time and for someone at TimeOut to be accountable for this problem instead of just fielding complaints. Every time I contact Customer Service, they just keep extending my subscription, but what's the point in extending it if I never receive it!?!?!

Business

Response:

Dear [redacted]:We would like to thank [redacted] for being a loyal subscriber to Time Out New York and we look forward to continuing to be the source to which readers such as [redacted] turn for the best recommendations for restaurants, bars, movies, theater shows and more in New York. We believe that a change in the delivery method of [redacted]'s publication from regular mail to hand delivery will better insure that [redacted] receives her issue of Time Out New York on time each week to take advantage of all that Time Out New York has to offer.On April **, 2015, Time Out transitioned to an all-free distribution model. Once this occurred, the United States Postal Service changed the delivery designation of Time Out New York to a "free" publication, which affects the delivery time of the publication. Unfortunately, the United States Postal Service's classification of our publication is beyond Time Out New York's control. However, we also offer subscribers the option, depending on their location and their location's rules regarding access and delivery, of having their issue hand delivered via courier service each week. Each building has its own set of restrictions on access to the building and placement of magazines. We contacted [redacted], the courier service assigned to [redacted]'s area and was told that [redacted] resides in a locked building, meaning that couriers only have access to the vestibule. Since [redacted]'s building is locked and restricts access to the apartment doors, her copy of Time Out New York, along with all other periodicals delivered to the building, may be left in the vestibule in a sealed envelope with her contact information on the front. As an alternative, we would be happy to investigate the delivery options to any alternate address which [redacted] provides if she believes that delivery to her building is not the preferred method for receiving her issue each week. We hope this helps to resolve [redacted]'s concerns and we encourage her to continue to turn to Time Out New York for up to date news on the biggest, best and newest things New York has to offer.

Review: I have been subscribing to Time Out New York since the summer of 2013 and have had no issues with receiving magazines until I moved in February this year. We initially continued to receive the magazine after moving due to the mail forwarding service from [redacted]. However, for 6 months now we have not received the magazine.

On April [redacted] and May [redacted] I contacted Time out online to advise I have not received any magazines.

The only communication I have had to date was on April **, I was told I would be contacted the same day, after no follow up I emailed again however had no response.

I seem to be receiving requests for renewing my subscription ok so the correct address is on file however I have not received magazines.

I sent a letter requesting assistance (signature confirmed) June [redacted], 2015 and still I have not heard from Time Out - yet I continue to receive requests to renew my subscription.Desired Settlement: I would like to receive the service I have paid for and an explanation for the lack of response.

Business

Response:

Time Out New York would like to thank [redacted] for her loyal readership. [redacted] contacted Time Out's customer service line on April ** and May *, 2015. As a result of her contact, [redacted] received eight (8) weeks of extensions to her subscription free of charge. For the two month period from February ** until April **, 2015, when (when Time Out transitioned to a free publication), [redacted] should have received her subscription via the [redacted]. After April **, 2015, [redacted] should have been receiving her subscription via home delivery service. Time Out has contacted the home delivery service responsible for delivering [redacted]'s subscription and will provide a further response based upon what Time Out learns from its delivery service. In the interim, we can extend [redacted]'s subscription an additional twelve (12) weeks free of charge. We look forward to having readers like [redacted] continue to turn to Time Out for the newest and best entertainment that New York has to offer.