The Boston Globe Customer Service Issues

I have been experiencing persistent and ongoing delivery issues with the Globe newspaper. Leaving early for work leaves me unaware of missing or incorrect papers until I return home too late to rectify the problem or contact the Globe for a credit. Last Friday, I received the wrong paper, and on Saturday, no paper at all was delivered. For the past three out of four weeks, I have encountered delivery problems at least twice a week. Today, I waited longer hoping to catch the delivery person, but by 6:45, no paper had arrived. I enjoy reading the print edition of the Globe but may have to cancel my subscription if this continues. I strongly desire the ability to speak with a live representative to address these frustrating challenges.

I would like to kindly request to be removed from your mailing list. I have previously asked to be taken off the list two weeks ago and I still seem to be receiving emails. I have no interest in your content and would appreciate it if you could stop sending me these emails. Thank you.

I appreciate your attention to this matter. I have been consistently charged for the past six months for my Globe subscription, yet I have not been able to access the content on my phone or office computer during this time. Initially, I joined during a promotional period at $0.99, then switched to a $27 monthly subscription. Despite the charges, I have been unable to log in for the last 5-6 months due to unknown reasons. I kindly request a credit for the period I was locked out. If this cannot be resolved, I will have to cancel my account. I enjoyed using the digital access until this access issue arose. Please reach out via phone or email to address this promptly. Thank you.

Dear Aimee, I hope this message finds you well. I am reaching out to you following our meeting behind Needham High School. It was a somber occasion as we gathered to mourn the loss of the two young neighborhood girls who tragically passed away. During that time, I believe you shared your contact information with me. I am trying to locate a photo of my daughter, Ella Bessmer, that was featured in the Globe a few months back. The image captured her struggling with an umbrella in the midst of a heavy rainstorm, with her name "Ella" displayed on a tote bag she carried. Her determined expression against the elements remains etched in my memory, and I would be grateful if you could assist me in finding a copy of this photograph. In the past, I unexpectedly came across a cherished picture of my children in a similar manner, which led me to reflect on how meaningful these captured moments can be. Should you have any insights on where I could find this specific photo of Ella, I would greatly appreciate any guidance you could provide. Thank you for your time and consideration. Warm regards, Annemarie Wrenn-Bessmer

I have reached out to 7 representatives – Emily, Cathy, Bonita, Angel, Supervisor Sheena, Candice, and Supervisor Willy – along with 2 supervisors in the past 3 days to resolve my subscription issue. Unfortunately, after spending over 3 hours on the phone over those 3 days, the problem persists, and no progress has been made. The way my subscription request has been handled is unacceptable. Customer service at Globe lacks effective communication, hindering my ability to get my Globe as desired. As a loyal subscriber since [redacted], I am disappointed in the treatment I have received. I am seeking direct contact with a decision-maker as the current representatives seem unable to comprehend or address the issue, leading to repeated transfers without a resolution. I urge for a competent individual to assist promptly. - Bo R.

As a dedicated long-time subscriber of the Globe, I want to address an ongoing delivery problem that has been causing frustration for myself and my disabled husband. Despite our repeated request for doorstep delivery upon our return from Florida each year, the paper is often carelessly thrown anywhere by the driver, making it inaccessible for my husband who is unable to walk down to the lawn to retrieve it. This inconsistency in delivery is disheartening and if not resolved, we may have to consider cancelling our subscription due to the inconvenience and costliness. Sincerely, Joan S. [redacted] Loring Ave. West Dennis

I access The Globe online and need to update my VISA credit card details since the current one is no longer valid. I've attempted to reach out electronically but faced issues with my contact details not matching. Despite following all suggestions on the website and trying to call, I haven't been successful. I've been a subscriber for nearly 15 years at my current address, and prior to that, for several years at a different one. I've had past difficulties with updating my payment information due to a compromised card and don't want to wait for The Globe to contact me for payment problems. I've already spent hours on the phone and online trying to resolve this. Your assistance would be greatly appreciated.

I'm interested in knowing the designated location for my newspaper delivery. In the past, we were informed it should be placed on our front steps. Our current delivery person leaves it in the middle of our driveway, causing inconvenience. If my husband is home, he needs to retrieve it before parking. Should we be tipping this delivery person? Is the driveway an acceptable drop-off spot as per the Globe's policy? Looking forward to your response. Thank you. - C. Devaney

I've been trying to get The Globe to deliver my paper to my house for the past week and a half. Despite repeated calls over the past year, the paper keeps getting dropped at the street. With my long driveway and the approaching winter, it's getting harder for me to retrieve it. Each time I call, the representative assures me it will be delivered correctly, but it hasn't happened yet. I need help getting the paper to my door as instructed. Could you please provide me with a contact at The Globe who can resolve this ongoing issue? The current representatives seem unable to help. You can reach me at [redacted] or 44 Baker Bridge Road, Lincoln, MA. Thank you, Jon D. Mills

I need assistance with a concerning matter. My son, who is a Hudson Police Sergeant, suffered a stroke while visiting his son in Spain and is now ready to be released from the hospital. Unfortunately, his insurance has informed our family that they will not cover the air medical flight back to Massachusetts General hospital. Additionally, they have mentioned that his coverage for the hospital stay is limited to 45 days, which will expire this Friday. The cost to transport him to Boston is approximately $85,[redacted]. I am his mother and seeking help on what steps to take next. You may find this situation worth covering in an article. Thank you.

I am looking for an article on a recent Trump Rally that I read last week. The article featured a 3 x 5 black and white photo of Trump speaking, possibly at the Michigan rally. The speech focused on "about you" and reasons you might be blamed for impeachment. It is not the one written by Shribman. I subscribe as Alvin Schmertzler and you can reach me at [redacted] I live at [redacted] Russet Court in Lincoln, MA.

The newspaper delivery person consistently fails to put the paper in the tube, leaving it on the street, snow, or ice for the past 8 days. This ongoing issue led me to cancel my subscription earlier this year after 30+ years. I recently resumed my subscription and encountered the same problem. I am frustrated by the lack of proper delivery. Placing the paper in the tube shouldn't be that challenging. If this matter is not resolved, I will have to cancel my subscription once again.

As a loyal Globe subscriber, I am currently on vacation and noticed that my digital subscription abruptly ended a few days ago. Despite numerous previous requests for assistance going unanswered, I find myself without access to the digital edition even though it is included in my subscription. I recently saw an offer on your website for several weeks of digital access for a reduced price, so I ended up paying twice without any access. Could you please reinstate my digital access promptly as I value my subscription to the Globe and do not want my interest to diminish?

I have had a printed subscription to the Boston Globe for months but have not received a single issue. I called to cancel over two months ago, yet I was still charged for the last two months. Every time I called, I had to wait up to 30 minutes without speaking to anyone. Last week, after finally reaching a person, I was transferred and put on hold for 45 minutes before having to hang up. Is there an address or email where I can send a complaint? This situation is unacceptable.

Good morning, I trust you are doing well. We reside at [redacted] Church Street, Harwich, MA [redacted], and recently had a change in our delivery person. We refrained from complaining during their transition, but the service has been consistently lacking. In the last two weeks, there have been 2-3 instances where our Globe and CC Times were not delivered. Yesterday, the paper was so soaked that we had to discard it. We usually receive the delivery between 7 am to 9 am. Could you please advise on the expected delivery time in the future? I'm hesitant to bring up issues, but perhaps it's time to consider switching to digital delivery. Thank you, Chuck Konner.

A few months back, a Russian hacker or someone else copied my private profile with the same picture and name ("Get Outta the Kitchen") and began posting as me. I reported this to the Globe, and they removed my profile, which seemed to solve the issue briefly. However, last week, the hacker reappeared spoofing my profile, and when I reported it again, the Globe simply shut down my account. I've been unable to post for two weeks now, which defeats the purpose of having a subscription. I contacted the Globe and canceled my subscription. It's disappointing that the Globe couldn't protect me from abusive posts. I've been a subscriber for over 20 years, and I feel they are not equipped to safeguard their customers. Disabling my ability to post is not a solution to this ongoing problem and feels like a cowardly and ineffective approach.

On the first Sunday in April [redacted], I contacted the Globe to set up automatic Sunday print delivery. After receiving the initial paper, subsequent deliveries have not been made. I reached out to Customer Service on April 12th and again on April 19th to report the non-delivery. Despite indicating I wanted Monday delivery, the paper still did not arrive. I am requesting a credit of $12 for the missed deliveries. Although I previously requested Monday delivery for April 20th, I no longer require it. If consistent Sunday delivery cannot be ensured, I would like to cancel my subscription before the end of May. Thank you for your assistance with this matter. - Ed R., Dennis, MA [redacted], Phone: [redacted]

I recently spoke with a representative named Angel and had an extremely unpleasant experience. I contacted the company to inquire about a missing paper since starting my home delivery on April 30. Although I reported missing papers for the first two days, I did not receive them. Therefore, I decided to reach out to a live representative for assistance. During the call, I hoped to address the ongoing issue and ensure future paper deliveries. Unfortunately, Angel's demeanour was disrespectful and unhelpful, leaving me feeling frustrated. The interaction did not resolve my problem, and I am disappointed with the level of customer service provided by The Globe.

I reside in Centerville on Cape Cod and have been experiencing irregular delivery of the Boston Globe, often receiving it late or not at all. The delivery issue also affects the Cape Cod Times, as they are delivered together. When I try to contact the delivery service, I am directed to remote locations not on Cape Cod. Despite assurances of a delayed delivery, the papers did not arrive as promised at 10:00. I am unable to directly reach the delivery company as it is managed electronically through your service team. How can we ensure consistent morning delivery of the paper we pay for? It's frustrating and disheartening to not receive the service we expect.

I've been experiencing ongoing issues with my Boston Globe delivery. The newspaper hasn't been delivered for the past two days - Wednesday, July 8, and Thursday, July 9. This is part of a recurring problem as there is usually one day a week when the delivery is missed. Reviewing my account will show that missed deliveries are a frequent occurrence. Furthermore, when the paper is delivered, it arrives after 10:30 in the morning, and sometimes as late as 11:30 or even 12. This late morning delivery schedule has been consistent since January. While I understand that delivery delays may be related to the COVID pandemic, prior to January, I used to receive my newspaper by 5:30 or 6 am. Nowadays, it only arrives (if it does) about 5-6 hours later. I am unsure which vendor is responsible for deliveries in Cape Cod. I acknowledge that there may be a shortage of staff, but enduring six months of such poor service is becoming increasingly intolerable. It might be time for the delivery service managers to personally make deliveries themselves. Despite being a subscriber for over twenty years, I am contemplating canceling my subscription. Kathy V.