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Wall Street Journal Reviews (10)

I'm still experiencing recurring delivery issues. I've called every day for the past two weeks for our missing copy of the WSJ. I'm still experiencing recurring delivery issues. I've called every day for the past two weeks for our missing copy of the WSJ. I've reached out through phone calls, emails, spoken to a couple of reps through live chat, I've even spoken to a couple "circulation managers". When I report missed deliveries and request re-delivery, no newspaper ever gets delivered.This is a HUGE problem, this not only reflects poor customer service, but constitutes a breach of contract! WSJ has not fulfilled its obligation to deliver the product for which I have paid. This should be fairly simple issue to fix, by instituting more effective operational processes! And from every call I have made, it doesn't seem that WSJ has taken any action to resolve the issue. I've have complained to the WSJ many times that I am no longer confident that they are able or willing to solve this issue. Therefore I have no choice but to turn to the Revdex.com in hopes that you can get the attention of someone at WSJ who is willing to address this issue in a meaningful, responsible way.Desired SettlementRefundBusiness Response Good morning,I just received the attached complaint. I think the below is the OLF account there is a slight name difference. It looks like it is a office account [redacted] INST : GXXXX-XXX ACT#/X DT: XXXXXXXXXXXX XX/27/16COMPANY : [redacted] NAME : [redacted] EXTRA : ** 4 ST ADDR : XXX XXTH [redacted] CARRIER #: SFXXX XXXXX F4XXX C-S-Z : [redacted] XXXXX TRANS # : XXXXXXXXXXX TRAN TYPE : Z SUB TYPE : 1R TRAN RSN : # COPIES : 1 STOP DATE : LIVE STOP TYPE : TERM : 0001 YR SPEC TYPE : BILL PLAN : 1 PAY DATE : [redacted] ZONE : 0 PAY AMOUNT: [redacted] TYPE : 1 PAY TYPE : 1 CORP # : [redacted]SOURCE KEY: 9KLKEJ CITY CODE : [redacted] DATE CONTACT REASON CONTACT NAME CSR NAME RSP ISS1 [redacted] NEW ORDER [redacted] N XXXXXXX.XXXXX.XXXXXX SETUP NEW ORDER PER EMAIL REQUEST FROM [redacted] On [redacted] 2015 at [redacted] AM, [redacted]

On May 5, 2015 a $770.41 charged appeared on my credit card. To date only $$728.71 has been returned.On May 5, 2015 a $770.41 charged appeared on my credit card. I found out about the charge when I received my statement and immediately called the WSJ. I talked with [redacted] at 7:05 am on May 27, 2015 and she indicated a full refund would be issued. The WSJ told me they have no record of this call but it can be verified since they appear to tape customer service calls. The next credit card bill did not contain the refund so I called the WSJ on 6/20/15 and talked with [redacted] was authorized to provide a credit for $728.71 and would have the billing department provide the remaining credit of $41.70. Follow-up contact with the WSJ on 6/29/15 [redacted] 7/1/15 ([redacted]), 7/7/15 [redacted] 7/16/15 ([redacted] and manager [redacted]), and 7/24/15 ([redacted])has not yet resulted in the remaining refund. Each customer service representative was very polite and wanted to help. Unfortunately only the billing department is authorized to provide the remaining refund. I am hopeful the Revdex.com can help get this issue resolved.Desired SettlementReturn of $41.70Business Response Refund has been processed for $41.70. As of 8.13.15 it will take 7 - 10 business days for it to reflect on customer's credit card statement.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thee Revdex.com was successful with helping me to receive an appropriate refund.

I have experienced frequent, recurring delivery issues. When I report missed deliveries and request re-delivery, no newspaper ever gets delivered.I have experienced frequent, recurring delivery issues with The Wall Street Journal at my home in [redacted] This has been a problem for over 6 months. The WSJ contracts with a local carrier in [redacted] to deliver the newspaper, and this carrier employs one or more deliverers on my route. The deliverer frequently fails to deliver the paper (2 - 5 incidents per month, down from 10+ incidents per month in 2014). When I call WSJ to complain, I request both a re-delivery of the missed issue (same-day re-delivery) and a one-day subscription credit. On only 1 or 2 occasions when I have requested it has the deliverer delivered a missed issue. In one of these cases, the deliverer's manager intervened to deliver the newspaper himself. This systematic lapse not only reflects poor customer service, it constitutes a breach of contract; WSJ has not fulfilled its obligation to deliver the product for which I have paid. What is particularly irksome is that the local deliverer seems to be disinterested in driving back to my residence to re-deliver the paper that he has forgotten to deliver. This should a fairly simple issue to fix, by instituting more effective operational processes, implementing checks, instituting penalties for non-compliance and polling customers who have been affected in the past. From what I can tell, WSJ has taken none of these actions.I have complained to the WSJ so many times that I am no longer confident that they are able or willing to solve this issue. Hence, I am turning to the Revdex.com in hopes that you can get the attention of someone at WSJ who is willing to address this issue in a meaningful, responsible way. Thank you.Desired SettlementLetter from [redacted] (WSJ owner) outlining the actions that they intend to take with regard to the persistent delivery issues that I (and presumably others in [redacted] have experienced with this delivery agent. The letter should specify the name(s) of the local delivery agency management team who are responsible for making structural changes to their process to ensure that this persistent issue no longer occurs. The letter should also include their direct contact information. It is not necessary to name the deliverer on my route in the letter. Lastly, the letter should outline a remediation plan that includes a follow-up process, whereby a representative of [redacted] will follow up with me in 30, 60 and 90 days to inquire whether the local San Francisco delivery agent has satisfactorily addressed the issue on a consistent basis.Business Response Our Circulation Manager will be watching this account for 90 days. He verifies each day with the delivery contractor that the paper was delivered.

I subscribed for a trial, but never received the publication ever. I then noticed that for six months they were billing my credit card.I subscribed for a trial for the WSJ and never received even one publication. I was reviewing my credit card and noticed the charge and called them. Their customer service rep said that I was receiving it and that I must have been mistaken. I informed her that I never received it and her only comment was "oh well" and that she would effect cancel my subscription. I asked about the months of charges without delivery and she informed me there was nothing she could do and that according to her records it was delivered. WE NEVER GOT ONE SINGLE PAPER AND EVEN TO THIS DAY MY "PAID SUBSCRIPTION" WHICH CONTINUES FOR A MONTH IS NOT BEING DELIVERED.These people are unbelievable. I'm surprised they are not bankrupt, but I guess it's only a matter of time.If I treated my customers the way I was treated I would be out of business.Desired SettlementI'm pretty open to one of two things. 1.) Make good on your delivery to me for the months I was charged or 2.) Refund.Business Response WSJ delivery manager made several attempts to get confirmation from subscriber; we did however get confirmation with carrier that papers are being delivered.

Paid for subscription. Company does not deliver the newspaper.Paid for subscription. Company does not deliver newspaper. Have complained on numerous occasions.Desired SettlementConsistent delivery. Payment to me of $200.00 for wasting my time and forcing me to spend several hours to attempt to rectify this situation.Business Response The delivery issues that the subscriber is experiencing have been escalated to our circulation managers. Our circulation managers work very closely with the delivery team and the carrier and will be able to provide a resolution to the delivery problems. Please note that the subscription has been extended for 1 month for the missed issues. We have left a voice mail and email message for the subscriber including our contact information. Should you have any questions or concerns, you may reach out to our print department directly at X-XXX-XXX-XXXX.

I moved my home location in August and changed my address with Barron's to continue receiving my weekly subscription. I have only received one week of subscription since 8/13/15. Today is 10/16/15. I have called the X-XXX-XXX-XXXX numerous times to correct the situation. They have repeatedly told me that the issue was fixed. They will not offer a refund for missed weeks, only offering me a credit toward future weeks. I have not gotten any magazines. I want a refund of all my missing weeks.Product_Or_Service: Weekly magazine home deliveryAccount_Number: XXXXXXXXXXXXDesired SettlementI want a refund to my credit card on file of all my missing weeks. I would also like to cancel any future subscriptions.Business Response notified carrier manager and distribution center to investigate delivery issue and contacted subscriber. unable to refund money for missed issues because extension/ credit was already given to subscriber for reported non-delivery days.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I was issued future credit, but those weeks never came either. That was when I contacted Revdex.com. I received several phone calls that informed me that I would receive a check for missed issues after I contacted Revdex.com. I want a full refund of my subscription. Final Business Response The subscriber was given a total refund for the past month remaining plus an additional $10 credit as a courtesy. Additionally, the subscription had previously been extended prior to his Revdex.com complaint. An extension of a subscription provides additional time on the account. When it was fully refunded, that "missed time" was already accounted for in the amount given back. The refund was processed on 10/21/15 back to his CC on file and may take 7-10 business days for processing. Further compensation would go well beyond what has already been extended.

Billing practices are unclear and payment dates are different each month. Customer Service does not know or is unwilling to assist.Over last two years I have signed up for several different accounts since I cannot get a login issue fixed. One my credit card has been cancelled because of illicit activity and renewing with a new card is problematic. I call customer service and they are clueless and just repeat blanket statements. My account needs reset and customers deserve to have a same day billing each month. WSJ cannot provide that info. They are a pain in the neck to do business with!!!!Desired SettlementFix my account. I am so exasperated with doing business with these archaic back end system it makes me scream.Business Response Dear Mr. [redacted],Please note that our monthly billing cycles are billed every 30 days. During the 30 day cycle any extensions such as a credit for a missed paper that is applied to a subscription, or non-publishing holiday where papers are not delivered will extend the subscription by 1 day. This will affect the date that the renewal payment for the subscription will be charged. We do apologize for any inconvenience that this may have caused you, but we can not guarantee that the subscription will be billed on the same day each month.

I was required by my college to read a paid article on WSJ website. When I visited the WSJ website, there was a special promotion for students only to receive a 3 months of digital access to WSJ for $1.00 only. I signed up for this promotion on 12/01/2014, read the article the same day and then I was done. I never needed to use WSJ thereafter.However, I noticed in June 2015 that since March 2015 WSJ has charged my credit card $28.99 each month. I followed up with the customer service and I was told that all orders come with an auto-renewal. He also mentioned that this condition is mentioned in Terms & Conditions on the website. I explained to him that I never used their website after this day and I wasn't aware of their Terms & Condition. He suggested me to file the dispute with the credit card company. The dispute case went in favor of WSJ because they provided the copy of the terms & condition as the proof.Here is the order receipt that I was sent in the e-mail. There is no mention of the auto-renewal of the subscription and the charges. There was also no communication from WSJ when the promotional period ended and they began charging my credit card.Purchase Confirmation for WSJ Digital Package Dear xxx,Thank you for subscribing to WSJ Digital Package. We appreciate your business and are pleased to provide you with this receipt for WSJ Digital Package.Click here to activate your subscription by verifying the email address, [redacted]@xxx.xxx, that you entered at time of purchase: Date: Dec 01, 2014 Order Number: oxxxx[redacted] Order Amount: $1.00 Please be advised that prices are in U.S. dollars and may include applicable taxes.If you require further assistance, or, if you believe you received this email in error, please contact Customer Service.Thank you for your business.Regards,WSJ Customer[redacted]: [redacted]@wsj.com Print: [redacted] MA XXXXXX-XXX-JOURNAL (X-XXX-XXX-XXX)Product_Or_Service: 12/01/2014Order_Number: oXXXXXXXXDesired SettlementI want WSJ to refund the monthly subscription charges of $28.99 they have charged my credit card since March 2015 until June 2015.Business Response Subscriber was explained that the terms and conditions of their subscription included the convenience of auto-renewal at the rate he was then charged monthly for a period of months.As a courtesy, we have arranged for a refund for three months worth of subscription fees to which the subscriber agreed.Consumer Response Hello,I could not get to this e-mail until today. The e-mail was in my SPAM folder. I apologize for the late response.I have been approached by the business and have received a resolution on my complaint. Thanks & appreciate your help, [redacted]________________________________________

WSJ automatically charged me $30 auto renewal after trial period. They don't want to refund me next month's subscription even though I cancelled it.Hi, my name is [redacted] and I have started Wall Street Journal subscription on 7/16/2015. I paid $12 for the trial period of 12 weeks and after the trial period I want to cancel the subscription. But they made it extremely difficult to cancel and my account was charged at full amount for next month's subscription. I already cancelled the subscription today but [redacted] (customer ID **XXXXX )refused to process my refund. I request that WSJ respond to this complaint and process the full refund. My subscription email is [redacted]@gmail.com.Desired SettlementRefund of the full auto renewal amount and remove my subscription from its database.Business Response This subscriber's inquiry has been resolved and his last month's charges will be refunded in full back to the card used for payment. This should reflect in seven to ten business days depending on his credit card company.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I accepted their refund of this month's subscription. Thanks Revdex.com

My subscription was automatically renewed without notification and the WSJ will not issue a refund of any kind.I signed up for an introductory WSJ subscription. I noticed a charge on my credit card that I had never authorized and realized that it was from the Wall Street Journal on [redacted] 2015. I had never received an email renewal notification; in fact I checked my subscription online the week before and it didn't appear to be expiring until [redacted] 2015. (I saw that the last payment was [redacted] with the next payment scheduled for [redacted] 2015 and was therefore under the assumption that my subscription wasn't expiring until [redacted] After explaining the situation to customer service over the phone, I was informed that while I could cancel future automatic renewals, it would be impossible for me to receive a refund for the current renewal charges. I asked about a pro-rated settlement to cover the 5-6 days before I realized my subscription had been automatically renewed and was told, "we don't do that anymore."Desired SettlementI want the subscription fee refunded, even if it's for a prorated amount.Business Response Contact Name and Title: [redacted]Contact Email: [redacted]Account was automatically renewed after introductory period was up. Almost all subscription types are on an automatic renewal bill plan, and this was one of them. Upon opening accounts, subscribers agree to this condition as part of our subscriber agreement. As a courtesy to the customer, we have refunded the charge of [redacted] to the customer's credit card, which is the full amount he was charged after the introductory rate. The customer should see that refund back on his credit card in the next 2-5 business days. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I received a refund. Thank you.

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