ComplaintsforFT Publications, Inc.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 12, 2021 I subscribed to the Financial Times print edition (INV#********). The subscription entails a 6 days a week (Mon-Sat) delivery to my house and I was charged for the entire quarter in advance. I never received the newspaper as promised only randomly a couple of days a week for a short period until suddenly stopping on December 2021. I contacted FT customer service 8 ********************** to address the issue with my last call on Jan 5, 2022. In every call I was told that the carrier would be notified and the situation corrected. On my last call, I was told a supervisor would contact me to escalate the complaint but never did. The issue has not been resolved and I am still not receiving the newspaper with Saturday January 8, 2022 the last missing edition. During this time and after numerous calls I never received the missing papers the next day as promised nor a credit to my account. I do not understand the lack of professionalism and why this issue has not been resolved after multiple inquiries for the past 3 months. On February 15, 2022 the subscription will be renewed and I will be charged for the next quarter even though I am not receiving what I'm paying for. I find this situation extremely unfair to say the least. The Financial Times lack of interest in resolving this matter is interpreted as a simple scam with the only purpose to charge my credit card without fulfilling their part of the contract. I would like someone to resolve this issue once and for all and deliver the service I am paying and credit my account for the undelivered period. I subscribed to another news organization and the paper is delivered daily to my house, hence my confusion and lack of trust.

  Business response

  01/11/2022

  Dear ***********************,

  My name is ************************* and I am Head of ************* at the FT, here in ************. I am extremely sorry to hear about the experience you have had with the FT since you subscribed in November. This is really poor service and not the level of service you should expect from the FT. I have taken a thorough look at your history and contacts with ************* and can certainly provide further details and most importantly, a resolution. I can see that when you initially subscribed, you did so twice creating a duplicate subscription. The duplicate subscription was cancelled and a refund issued back to your original method of payment. I see a history of complaints reported on your account - specifically 11 days where a date of non-delivery was provided. In each instance, we have reported this to the local distributor and a credit was raised on your account immediately to ensure you have not paid for a copy you did not receive. Per our terms and conditions, these credits are automatically deducted from the next payment in your cycle, which is on 16/02/2022. These terms are outlined in Section **** here: *******************************************************

  I fully understand that you wish to be credited for the undelivered period and I am very happy to issue an additional credit for the full $50 charge you have paid upfront for the first 3 months of the subscription term. This will be applied to your account and deducted from the upcoming payment next month in addition to the credits already applied to your account. 

  I ask that you please ensure in the event of a non-delivery going forwards, you alert us to the issue on, or as near to the day it occurs as possible. Without that information, we do not know there is an issue, and cannot work effectively with our distribution partner to ensure that a permanent resolution is put in place. You can report any non-delivery online to prevent you from having to call us each time, on our *********** here: *********************************************************************************************************** 

  In the meantime, I have alerted our Circulation team to your complaint and we are in contact with the ***************** staff at the local distributor, to ensure that your delivery is made consistently moving forwards.

  Again, I am really sorry that you have had this experience as a new subscriber to the FT. I will continue to do all I can to make your reading experience of the FT Newspaper an enjoyable one, with consistent daily delivery Monday - Saturday. 

  Please let me know if there is anything further I can do to help, or further address your concerns. 

  Best wishes,

  *************************.

   

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