Los Angeles Times Customer Service

User Reviews, Ratings and Comments

Los Angeles Times customer service is ranked #587 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.69 out of a possible 200 based upon 440 ratings. This score rates Los Angeles Times customer service and customer support as Terrible.

NEGATIVE Comments

422 Negative Comments out of 440 Total Comments is 95.91%.

POSITIVE Comments

18 Positive Comments out of 440 Total Comments is 4.09%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Los Angeles Times

    Customer Service Scoreboard

    • 29.69 Overall Rating
      (out of 200 possible)
    • 422 negative comments (95.91%)
    • 18 positive comments (4.09%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.7 Issue Resolution
    • 2.8 Reachability
    • 2.0 Cancellation
    • 3.8 Friendliness
    • 2.5 Product Knowledge

Add your review!

Posted by Oscar


I tried to reset my password after being denied access to LATimes.com, but to no avail. Still asked to subscribe but already a subscriber. Called to get help, and was told "We are escalating this and it should be resolved in 24-48 hours." Asked what compensation I will receive in lieu of not having access, and told essentially nothing. This is horrible customer service.

MA

Posted by Louis


As of today the los Angeles times is not offering home delivery of my paper. It is now being delivered by the mailman. What brought about this change.

Posted by Anonymous


For two days now we have not gotten delivery of the LATimes.
Considering dropping its all together if we can't get more reliable delivery.

Posted by Anonymous


I don't have a problem with the digital delivery. Everything works fine. I do have a problem with the editing and writing. Lisa Boone just wrote a column and used "IRL." Does she know people are actually always "in real life?" Using acronyms is lazy and she might put a space after her name and title. I expect better of the LA Times editing staff.

Posted by Anonymous


I've been a subscriber with the LA times for many years. They have been removing the sports sections and the TV previews that I am now ending my subscription. They are ridiculously expensive and they're giving out less and less.

Posted by stattad


We haven't gotten a paper in 4 days. They assured me this morning it would be re-delivered today. WRONG! It probably won't do any good to change papers because it will be the same delivery person in our building!

Posted by Anonymous


Our paper is only delivered, average, five days a week. We might miss Monday's and Friday's. Or Wednesday's and Sunday's. Maybe nothing at all on the weekend. This week Monday, Tuesday, and Wednesday were missing - today's delivery included the late papers. I hate it so much - because I so look forward to it in the morning with my coffee.

Posted by FRANKNIGHT


After 15 Weeks Of Substandard Delivery Services, This Saturday Was The Worst. One Paper On The Sidewalk, One Paper In The Flowerbed And The Best One Paper In Middle Of Road. After 15 Weeks Of Bad Service What Is It Going Take To Get My Paper On My Porch Like You Did For 18 Years. This Is A Handicap Home And Requires Paper On The Porch. In My 90+ Years I Have Never Seen Such Poor Service. Please Don't Tell Me You Are Going To Correct This Condition And You Never Do.

Posted by js


I've have been trying for four weeks to get the Sunday edition delivered to my mother's assisted living residence, where other residents already got the paper. It never comes. Every Monday I call the Customer Service Desk, which seems to be located somewhere in Asia. The past two weeks I've been told that they are "escalating" the issue, but the paper never comes.

Posted by Anonymous


Again I wake up this morning and my e-mail LA Times is not in my in box. Continuing problem for the last month. Please send todays issue immediately and fix the problem for future deliveries. Long time customer. I would hate to have to discontinue my subscription.

Posted by Anonymous


I am a long time subscriber. The times has significantly degraded.the pages are hard to read tiny print. Sports pages lack substance on L A sports at all levels.

Posted by Faithful Print Reader


Faithful reader of print delivery for 50 years. Paper arriving consistently late. Right now it's 9:30 AM on Sunday but still waiting for delivery promised by 8AM. It has been as late as noon. (Why bother?)

My rate went up 100% in the last year without explanation to $56 per month from $28 per month. New subscriptions are currently advertised at my original $28. Should I cancel and restart at $28? What about the credits due for the over-payments?

Posted by Anonymous


I had paid for a limited Sunday only print subscription, received one delivery and that was it. I will never get the LA Times again and will spread the word.

Posted by Anonymous


As a on and off LA Times subscriber, for years, I've come to the conclusion,t the LA Times isn't interested in the Simplist level of customer service. Year after year as a subscriber, and year after year of cancelling the LA Times because of the same reason (delivery). They leave at the far end of my driveway, in the middle of the sidewalk, under my car, which I park to the furthest eastern edge of the driveway, with enough room on the west side of the driveway to two additional cars or, they don't deliver it all. It's rediculous and exhausting to expect any friendly, courteous customer service. Their customer service is extremely poor, and disinterested in taking customer service experiences (poor) seriously because, nothing has changed. And like a idiot, I subscribe again,and again, hoping for value and customer respect but it doesn't change. I won't continue being that idiot, but I will cancel, again. The difference this time, there won't be another renewal
Horrible, Horrible, and Horribly, Horrible.

Posted by David Woodard


Newspapers to our condo building are dropped at the back door instead of being delivered to our individual units. Called several times and it keeps happening. We are seniors and really appreciate good service.

Posted by Richard hefferon


Missing new paper

Posted by Anonymous


No LA Times delivery today in spite of my phone call to report. I tried to purchase the newspapers and the three places I tried had no delivery either. By afternoon, LA Times phone lines were clogged. Wgat's the problem?

Posted by Anonymous


The LA times lost a faithful customer of over 40 years because of the silly pop up blocking my access to my digital version of the paper.
I was unable to remove the pop-up and wasted a lot of time trying to do so.
Goodbye LA times

Posted by Anonymous


Longtime LA Times subscriber in Ojai/Ventura County. We have not received our newspaper in weeks and intermittently for months. Calls, emails, reports of missed paper do nothing. Calling the La Times is a extremely frustrating. We've even paid for the paper a year in advance and can no one to share billing information. Others in town are complaining of the same issues. We support journalism and newspapers but the LA Times Is making it difficult to continue to do so.

Posted by michael


Crazy that I have to go through a third party because there is no way to get in touch with you directly. To say the delivery in our area sucks is an understatement. It all started about two weeks ago and seems to be getting worse. The most frustrating thing, is trying to get a hold of you to get some answers. I've subscribed to the L.A. Times for 40 years; I know things have changed but this is ridiculous, it's like dealing with a third world enterprise. If it wasn't for your Sports Department, I would cancel in a heartbeat. Thanks for nothing. Mike Reynolds, San Diego

Posted by Anonymous


Been a subscriber for many years on line. Now can't read it due to ad offering discount. After many messages I have given up. I've asked to cancel my service. No luck. I will now cancel my Credit Card which I use for auto pay. What a sorry ass operation. should hire quality people.

Posted by spamsarge


I'm so sick and tired of the Sports section and the California section being mixed together I could scream. On top of that the obituaries are sandwiched in between the 2. I NEVER want to look at the obituaries, especially when all I wanted was to read the 2 page sports "1/4 section".
I pay for a whole paper and it's time you started giving us longtime customers a real sports section by itself. Your paper has gotten thinner and thiner but you still charge me for a whole paper.
If you cannot put out a proper newspaper you should close the doors and go out of business. RIP to the Herald Examiner,always a much better newspaper than this lousy rag. Fix the sports section or I will be canceling my subscription.

Posted by Old school customer service days


October 2nd and for three weeks in a row no paper.
The Times automotive system is very shabby and can't seem to get paper replacement resolved. No real number. I have stopped the Times before but I keep coming back because I'm an old school patron that enjoys reading a real paper on the weekends with my coffee in the morning. Sure wish old school ethics and customer service was practiced.

Posted by Anonymous


I live in Ventura County, and have been a subscriber with the LA Times for many years. I am under the impression that the weekly paper is delivered no later than 6.00 am, 7.00 am on Saturdays and 8.00 am on Sundays. My carrier is extremely inconsistent with this schedule, causing me to buy a paper to read at work. Many times the paper isn't there at all, and I have to buy a paper on weekends. If the Los Angeles Times cannot rectify this problem, I will have no other choice but to cancel my subscription. In addition, the paper (WHEN it is delivered) is often in the street, the dirt, and once on top of someone's car. Apparently, your carriers are careless as well as late.

Posted by Anonymous


I email to complaint about your constant price increases and then you want to charge me for getting a robot to
answer my complaint!!! You deserve your terrible ratings. And you must be joking.
If I didn't like the printer word so much, I'd tell your management to go to hell. Shape up people.

Add your review!

Posted by Disgusted Fred


For about four months now I have been receiving a newspaper without a rubber band around it and no bag either. The paper is dropped at the foot of my driveway, really in the street, and it blows all over the neighborhood day after day. I have called Customer Service at least a dozen times and it does absolutely no good whatsoever. I have been repeatedly told that the district manager will call me within 48 hours and it has never happened. I am sick to death of this ridiculously shoddy delivery and so are my neighbors. My only recourse is to cancel my subscription. WISH there was someone to talk to to resolve this problem, a lousy rubber band would do it!!! I have been a customer for many years but that is about to end. VERY sad indeed.

Posted by L


Our papers arrive by 5 am every morning. We requested that the paper be put inside our narrow gate so it won't be stolen. They do it, even though they probably have to get out of the car to do it. Vacation hold was no problem. We send $20 to our carrier every Christmas. My dad gets the LA Times in his retirement home each morning. It comes. It has his room number written on it and is in has room to read when he gets up. I have no complaints about their delivery. Their billing is a tad confusing, though.

Posted by jurlene johns


I am a 88 years old lady and I am on a fixed income. I get your paper on Sunday only, but I never read it. I am canceling my subscription. My name is Alice Nash, my acct # is . Thank you for your cooperation.Alice Nash

Posted by Anonymous


The young man who delivers the L.A. Times to my door is outstanding (unfortunately I don't know his name, but I live at 190 Arroyo Terrace, Pasadena, 91103)!
Today, Sunday, at 6:30 a.m., he was dropping off the paper as I opened the door. Note that the required time for delivery is not until 8 a.m. Every morning he delivers the paper earlier than expected. I asked when he gets up and he replied 1:30 a.m.
This is one dedicated young man. Please leet him know he is appreciated. Perhaps he could train others.

Posted by carol6483


I started sending the delivery person a gift card each Christmas and have had no problems with delivery since. Hey only a $25.00 Target card...amounts to 50 cents per week. Try it.

Posted by claraxyz


I didn't.receive my Sunday paper so I called at 9:am. I called again at 11:45 am. It.s now after 2 pm., still no paper. I heard the time is cutting back. Is this the way it is going 2 b now?

Posted by K2crew


Sandy with the LA Times Membership Services responded to my email regarding a couple of issues including non-delivery and auto-payments. Sandy was very positive, professional and resolved all the issues within 2-3 business days.

Posted by equipoise


This paper is superb, as is my deliveryperson. Couldn't be happier and hope emergence from bankruptcy doesn't negatively affect the quality.

Posted by AsiansensationET


I was approached at a Starbucks on my way to school by a girl, she gave me some story about helping her with a program and that she was offering a special trial for the Times newspaper.. Im a college student so i dont have much money but this chick was "cute" so I was sold. I gave her the last of my money and she signed me up. I had no delivery issues and most days i would walk past the paper on my way out. My dad seemed to like it. I also received a notice that looked like a bill.. I called the number and i had to double check it, since it sounded like I called another country. I told them that i wanted to stop my special trial and that i only signed up because the girl was "cute" and i wanted to help her out.. I repeated that a few more times and it was done! Its been a few weeks since i stopped it and i havent received any other papers.. But if i run into that girl again i will be happy to give her whatever money i have and live off of Top Ramen!

Posted by csungirl25


I purchased an LA Times subscription a few weeks ago on campus from a student. The student told me that it is basically free because all I have to do is pay $20 for the delivery. The only issue is that the student was trying to sell me on the Sunday Coupons when all I needed the paper for was for my Poli Sci class. Overall I am happy with the service and loved how all I had to do is pay for shipping and get the paper for free!

The only thing I am scared of is that a lot of my classmates are telling me that when they try to cancel the LA Times cancels their order but keeps sending them the paper and then sends them a bill a few months later. I hope that doesn't happen to me since I don't want to pay for it.

Posted by Gage


Customer service representatives of latimes are very friendly and patience however, the website and the service of delivery sucks...

Posted by HollyO


After reading these reviews I didn't have much hope. I decided not to wait for a live operator and go w/ the automated "missing paper" prompt. I entered my info and, voila... less than 1 hour later my paper was sitting in my driveway. it worked for me, good luck!

holly o

Official company reply

Hi Holly-

I'm happy to hear that you had a great experience. Please let me know if you ever need anything.

Amber@LA Times 12/13/11 11:55AM

Posted by Anonymous


The automated customer service generally works very well. Our paper always arrives by early morning.Occasionally our paper is wet by the time we go out to pick it up, but if we call the automated phone system in time a new paper is dispatched within a couple of hours. We have used the online vacation hold request effectively. I think people who have complaints are more likely to post them that people who are satisfied with the service.

Posted by Anonymous


We have been loyal Los Angeles Times readers for years. I receive my paper before 5 am every morning. The service is great. Love the Spots page, editorials and Steve Lopez.
Keep up the good work. I read the paper before work and can discuss news events with confidence.

Posted by Fair Paul


In short, it's quite a surprise that their customer services are very good.

It seems that in general, calls from them haven't left positive impressions on me. I had a similar situation to some of the complaints listed at this site. I put on vacation hold for quite a while and recently got billed for those papers. I called a couple of days ago and was surprised and happy that it went very smoothly. The wait is less than a minute. Jane (I think that is her name) explained to me that they changed their policy to not credit those papers while my vacation hold was in effect, and credited back those charges and now I have some credit in my account. And I went along to cancel my subscription without hassle. She thanked me politely in the end. That's quite a nice experience.

In conclusion, it appears that those that call us weren't so great, but those we call have been very nice.

Posted by Betty


Thank you to Amber who posted an employee comment here with an email address to address complaints to.

They were so quick in resolving my issue and explaining my bill to me. I got a response right away. Really fantastic customer service!

Posted by FU


Just a moment ago, I called customer service of the Times, people overseas, they are so considerate that they would really help you out.

Posted by FF


I just called to withhold home delivery while out of town...the services was great : prompt response..& job done painless and easy..

Thank you so much, we greatly appreciate your kind care.

FF

Submit your comment

Posted by Amber


I would like to apologize to all of our valued readers who have had a negative experience. We strive to provide excellent customer service at all times and it is unacceptable that you were not provided with that level of customer service.

I have read through all of the comments on this site and all of these are incidents that are easily resolved. If you would like to give us a chance to solve any issues you are experiencing, I invite you to please send us an email at [email protected].

I hope you will give us a chance to address your issue or concern and demonstrate the level of customer service we strive for every day. After all, there is no "us" without you.

Posted by Wahii


Actually, I once worked as a Customer Rep in the LATIMES and I agree that the system is very poor. You know what we do in the Center? We process your complaints using the computer and supposedly, the message will be forwarded to your carriers. But it seems that the system we use is not working because the messages were not being forwarded to you carriers. No wonder why there are no redeliveries. I agree with you americans that the LA TIMES has a real big problem. That's why I already resigned in the Call Center because I get irate and frustrated callers who keeps on cursing me but in fact we're just trying to help you out. San Diego delivery sucks because of new Distributor. Vacation Hold but not being held. Goodness! I came from the Philippines and I'm telling you that the Customer Service is being outsourced here. But don't worry guys, I already resigned because the system of the Los Angeles Times is poor!

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