Independent profile. Not owned, sponsored or endorsed by The New York Times.
The New York Times Reviews, Complaints & Contacts
The New York Times is published by The New York Times Company of New York City, which sells digital subscriptions, Home Delivery and related products. People look for it to cancel a subscription, stop an automatic renewal, report a missed delivery or question a charge. The Terms of Sale set out renewal, cancellation and refund rules, and the Terms of Service require individual arbitration unless a subscriber opts out. Two class actions over automatic-renewal disclosures were settled with court approval, and an objector to the California settlement has asked the U.S. Supreme Court to review it.
Contacts & Login
- Official websitenytimes.com ↗
Customer service & general contact
- Customer Care, U.S.: subscriptions, cancellation, delivery(866) 273-3612
- Help Centerhelp.nytimes.com ↗
Cancel, billing & returns
- New York Times Games subscription: what is includedhelp.nytimes.com/hc/en-us/articles/360052272251… ↗
- Account page: cancel, billing, delivery issuesnytimes.com/account ↗
Settlements & legal notices
- Legal Department: legal notice of a claim and arbitration opt-out[email protected]
Other contacts
- New York Times Games (Wordle, Connections, Spelling Bee, Crossword, Sudoku)nytimes.com/games ↗
Locations
- Headquarters620 Eighth Avenue New York NY 10018
Company Information
- Legal name
- The New York Times Company
- Founded
- 1851
- Business type
- Newspaper and digital news publisher selling subscriptions, Games, Cooking and Wirecutter
- Website
- nytimes.comSource: The New York Times website, checked 2026-11-02
- Headquarters
- New York, NYSource: New York Times Terms of Sale, checked 2026-11-02
The seller of Times subscriptions is The New York Times Company, 620 Eighth Avenue, New York, NY 10018, a company listed on the NYSE under the symbol NYT. Subscriptions are sold at nytimes.com, in the Times apps, and through Apple and Google Play. Statements on a card or bank statement may come from the Times directly or from the app store, and the cancellation route depends on which one billed you.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews & Complaints on USAComplaints
USAComplaints currently maintains 5 historical complaints about The New York Times, published between 2005 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.
What complainants on this site describe
5 published complaint reports are linked to this profile.
The posts here were written between 2005 and 2013 and describe subscription and delivery problems: a second, unexplained monthly charge on a card alongside the regular Home Delivery bill, later followed by a collection referral; a crossword subscription that renewed automatically without notice, with the refund still unpaid after several e-mails; a Sunday subscription paid for at an address the Times then said it could not deliver to; weekend papers missed week after week, with a credit smaller than the newsstand price; and a subscription price increase. They are accounts by the people who posted them; this site has not verified them, and the Times' side is not shown in them.
On the Better Business Bureau, The New York Times Company has been BBB accredited since December 2014 and holds an A+ rating. BBB shows 249 complaints in the last three years, 89 of them in the last 12 months, and an average customer review score of 1.16 out of 5 from 37 reviews. Trustpilot's page for nytimes.com, which the company has not claimed, shows a score of 1.7 from 329 reviews. These figures come from those sites and are not combined with the reports here.
Had an experience with The New York Times? Tell other people what happened.
Submit a ComplaintCancel, get a refund, fix a delivery or a charge
Cancel a subscription. The Help Center article "Cancel Your Subscription" lists three routes. In your account, choose Subscription Overview, then "Cancel your Subscription" in the Manage Subscription section (the account page is nytimes.com/account). By phone, call 866-273-3612 in the U.S. By chat, use "Contact Customer Care" at the bottom of the help article. A subscription bought through Apple or Google Play, or billed through The Athletic, is cancelled with that store or in The Athletic account settings; section 1.6.1 of the Terms of Sale says the Times does not have the ability to initiate, cancel or refund a third-party subscription on your behalf.
Support hours differ between two Times pages. The Help Center article gives phone and chat as 7 a.m. to 5 p.m. E.T. Monday to Friday and 7 a.m. to 2 p.m.
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E.T. on weekends and holidays. Section 2.1 of the Terms of Sale gives phone as 7 a.m. to 6 p.m. E.T. Monday to Friday and 7 a.m. to 3 p.m. E.T. on weekends and holidays, and chat as 7 a.m. to 10 p.m. E.T. seven days a week. Cancelling in your account has no hours.
When cancellation takes effect. Section 2.1 of the Terms of Sale says a cancellation "will become effective at the end of your current billing period", except that a cancellation within a free trial is effective immediately. To avoid future charges you must cancel before the current period ends; the period end is shown in Subscription Overview.
Refunds. Section 2.1 of the Terms of Sale states that, except as otherwise stated or required by law, "your subscription fee is nonrefundable" and a cancelling subscriber is not entitled to a refund or credit for the time remaining. The same section says that a subscriber who cancels before the deadline "will not be charged or you will be eligible to receive a refund for additional charges", that cancelling a non-monthly print-and-digital subscription brings a pro-rata refund of the prepaid unserved print copies, and that the Times may issue refunds or credits at its discretion. Section 1.8 says that after a free trial the subscription automatically converts to a paid one, that a promotional rate is followed by automatic renewal at the full rate, and that the Times gives no price protection or refund for a later price drop or promotion.
Charge you do not recognize. Section 1.5 of the Terms of Sale tells subscribers who believe someone else used their account, or who are being charged for a product they do not have, to contact Customer Care. If that does not settle it and you paid by credit card, the Fair Credit Billing Act lets you dispute a billing error with the card issuer: the CFPB says to send a written notice so that the issuer receives it within 60 days after the statement showing the charge was sent, to the issuer's billing-error address, not the payment address.
Missed or late newspaper. A Home Delivery subscriber can report a missing, wet, late, damaged or incomplete paper from the previous seven days in the account, and depending on the problem may be offered redelivery or a credit. For older problems, the help article directs subscribers to the Contact Customer Care button.
If Customer Care does not fix it. You can file a complaint with BBB at bbb.org/file-a-complaint, which forwards it to the company and records its response; with your state attorney general's consumer protection office (in New York, the Attorney General's Bureau of Consumer Frauds and Protection, at ag.ny.gov/file-complaint/consumer); and with the Federal Trade Commission at ReportFraud.ftc.gov, which uses reports for investigations but does not resolve individual disputes. Under the Terms of Service a legal claim against the Times goes to individual arbitration unless you opted out or the claim belongs in small claims court, and section 11.2 says a claim must be filed within one year; whether that limit applies to a particular claim is a legal question.
Mail. The Times says it cannot answer account or subscription questions sent by mail to 620 Eighth Avenue, New York, NY 10018; it names phone or chat as the best way to reach Customer Care.
Auto-renewal class actions and the arbitration clause
California class action (Moses). Moses v. The New York Times Company, S.D.N.Y. No. 1:20-cv-04658, filed in 2020, challenged automatic renewals under the California Automatic Renewal Law for subscribers with a California billing or delivery address who enrolled from June 17, 2016 to May 12, 2021. The Second Circuit set aside the approval of a 2021 settlement in 2023, in part because its access-code relief counted as coupons. A replacement settlement with a $2,375,000 cash fund was approved by judgment on October 10, 2024, and the Second Circuit affirmed that judgment on February 10, 2026. An objector has petitioned the U.S. Supreme Court (No. 25-1411) to review the case, and the petition was set for the Court's conference of November 6, 2026. The settlement agreement records the Times' denial of any wrongdoing and its changes to renewal disclosures.
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North Carolina class action (Perkins). Perkins v. The New York Times Company, S.D.N.Y. No. 1:22-cv-05202, was brought under North Carolina's automatic-renewal statute. The court declined to dismiss two of the statutory claims on May 23, 2023. A $275,000 class settlement received preliminary approval on October 1, 2024, and on January 21, 2025 the court approved it and dismissed the case with prejudice. The case is closed, and the allegations were not decided on the merits.
Terms of Service, arbitration and class waiver. Section 12.1 of the Terms of Service states that covered claims about the Terms of Service, the Terms of Sale, the subscriber relationship or use of the services "will be resolved by binding, individual arbitration", with exceptions for intellectual-property claims and small-claims-court claims. Section 12.2 waives class actions and class arbitration. Arbitrations are administered by the American Arbitration Association under its consumer rules (section 12.3), and the parties must first try for at least 60 days to resolve the claim informally, with notice to [email protected] or the Legal Department at 620 Eighth Avenue. Under section 12.6 a subscriber may opt out by e-mailing [email protected] with the subject line "ARBITRATION OPT-OUT" within 30 days of May 10, 2024 or of first use of the services, whichever is later. For anyone who used the services before May 10, 2024, that window closed on June 9, 2024; a new user has 30 days from first use. Section 11.2 says a claim must be filed within one year after it arose; whether that contract limit applies to a particular claim is a legal question. New York law governs (section 11.1).
Court & Public Records
Moses v. The New York Times Company
SettledPerkins v. The New York Times Company
SettledWho runs The New York Times
The New York Times Company says its newspaper was founded in 1851 as the New-York Daily Times and that Adolph Ochs bought it in 1896; the first edition is dated September 18, 1851. The company's shares trade on the New York Stock Exchange under the symbol NYT. The company's principal office is at 620 Eighth Avenue, New York, NY 10018, and its Terms of Sale say the company and certain subsidiaries, including The Athletic, are the sellers of its digital and print products.
Products sold under the Times name include news subscriptions, Games, Cooking, Wirecutter and Home Delivery of the newspaper. The Games subscription covers puzzles such as the Crossword, Wordle, Spelling Bee, Connections and Sudoku, and Games is also included with Home Delivery and All Access subscriptions. The Athletic is billed separately, and the Terms of Sale state that cancelling a New York Times subscription does not cancel a subscription to The Athletic.
Company Relationships
- Affiliated withThe Athletic
Frequently Asked Questions
How do I cancel a New York Times subscription?
Billed by the Times directly, you can cancel in your account under Subscription Overview, by calling 866-273-3612 in the U.S., or by chat through Customer Care. If you subscribed through Apple or Google Play, cancel there. The Athletic is cancelled separately in its own account settings.
Which New York Times games are free without a subscription?
The New York Times Help Center says that without a subscription that includes Games you can still play the daily Wordle, Connections, Connections Sports Edition, Strands, Pips, Sudoku and Crossplay, with limited access to Spelling Bee. Companion tools such as Wordle Bot and Cross Bot are not available without a subscription; their full features need a New York Times Games or All Access subscription, including eligible Family and Home Delivery plans.
What does a New York Times Games subscription include and how is it billed?
The Help Center lists the Crossword, Midi Crossword, Mini Crossword, Wordle, Spelling Bee, Connections, Connections: Sports Edition, Crossplay, Letter Boxed, Pips, Strands, Sudoku and Tiles, an archive of over 10,000 Crosswords, and a subscriber-only monthly bonus puzzle. It says Games is included with Home Delivery and All Access subscriptions, but a Games subscription does not include News, Cooking, Wirecutter, Audio or The Athletic. Depending on the subscription type, billing is every 28 days or every year, and subscriptions renew automatically unless cancelled. A subscription bought through Apple or Google Play is handled by that store for billing questions.
Do I need to log in to keep my New York Times game progress?
The Help Center says that if you are not logged in, game progress is stored only on your device and can be lost. Logged in, you keep saved puzzle progress, statistics and streaks when you change devices, and you can play across several devices. Subscribers who bought through Apple or Google Play should choose Continue with Apple or Google when logging in.
Does the New York Times refund a subscription?
Section 2.1 of the Terms of Sale says the subscription fee is nonrefundable except as the terms state or the law requires, and that the Times may issue refunds or credits at its discretion. The same section provides for a refund of additional charges if you cancel before the deadline, and a pro-rata refund of unserved print copies on a non-monthly print-and-digital subscription.
Why was I charged for a New York Times renewal?
Section 1.6.1 of the Terms of Sale says a subscription renews automatically and is charged at the stated frequency, such as monthly or annually, until you cancel. Under section 1.8, a free trial converts to a paid subscription when it ends and a promotional rate is followed by renewal at the full rate. Section 1.6.3 says the Times will notify you if your price increases, and that not cancelling after the change takes effect counts as accepting it.
What is the New York Times customer service phone number?
The Help Center gives 866-273-3612 for subscribers in the U.S. Its cancellation article lists hours of 7 a.m. to 5 p.m. E.T. Monday to Friday and 7 a.m. to 2 p.m. E.T. on weekends and holidays; the Terms of Sale list 7 a.m. to 6 p.m. and 7 a.m. to 3 p.m. Subscribers outside the U.S. are referred to a separate international contact page in the Help Center.
What can I do about a missed newspaper delivery?
Home Delivery subscribers can report the issue in their account from the previous seven days, and depending on the problem may be offered redelivery or a credit. For older problems, the help article directs subscribers to its Contact Customer Care button.
Can I sue the New York Times or opt out of arbitration?
Section 12 of the Terms of Service requires binding individual arbitration for covered claims and waives class actions, except for small-claims-court claims and intellectual-property claims. A subscriber may opt out by e-mailing [email protected] with the subject line "ARBITRATION OPT-OUT" within 30 days of May 10, 2024 or of first use of the services, whichever is later. For anyone who used the services before May 10, 2024, that window closed on June 9, 2024; a new user has 30 days from first use.
Was there a class action settlement over New York Times auto-renewals?
Two cases over automatic-renewal disclosures were settled with court approval. Moses, for California subscribers who enrolled from June 17, 2016 to May 12, 2021, created a $2,375,000 cash fund; the judgment approving it was entered on October 10, 2024 and affirmed on appeal on February 10, 2026, and an objector's petition asking the U.S. Supreme Court to review it was set for the Court's conference of November 6, 2026. Perkins, under North Carolina law, created a $275,000 fund and was approved and dismissed with prejudice on January 21, 2025. The Times denied any wrongdoing in the Moses agreement.
How do I cancel if I subscribed through Apple or Google Play?
Cancel in your Apple or Google Play subscription settings. Section 1.6.1 of the Terms of Sale says the Times does not have the ability to initiate, cancel or refund a subscription bought through a third party, so a refund request also goes to Apple or Google.
Sources (6)
The New York Times (own site)
- New York Times Terms of Sale help.nytimes.com
- New York Times Help Center, Cancel Your Subscription help.nytimes.com
- New York Times Terms of Service nytimes.com
Public records
- U.S. Supreme Court docket 25-1411, Isaacson v. Moses supremecourt.gov
Other
- The New York Times Company history page nytco.com
- Second Circuit summary order No. 24-2979, Moses v. New York Times Company truthinadvertising.org