Wall Street Journal Customer Service

User Reviews, Ratings and Comments

Wall Street Journal customer service is ranked #664 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 27.63 out of a possible 200 based upon 280 ratings. This score rates Wall Street Journal customer service and customer support as Terrible.

NEGATIVE Comments

276 Negative Comments out of 280 Total Comments is 98.57%.

POSITIVE Comments

4 Positive Comments out of 280 Total Comments is 1.43%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Wall Street Journal

    Customer Service Scoreboard

    • 27.63 Overall Rating
      (out of 200 possible)
    • 276 negative comments (98.57%)
    • 4 positive comments (1.43%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.3 Issue Resolution
    • 2.9 Reachability
    • 2.2 Cancellation
    • 4.1 Friendliness
    • 2.6 Product Knowledge

Add your review!

Posted by No longer a subscriber


My paper stopped being delivered in June. I called each week and was promised the issue would be fixed. I was also told I would be contacted within 48 hours about my delivery issue-never received a call. Even emailed and left a voice mail for the VP of Circulation. After a dozen calls, I had to cancel since the subscription is on auto-renew and I still was not receiving a paper. I did manage to receive a refund. To this day, no employee at WSJ could explain why the Circulation Department was unable to deliver a newspaper. Unbelievable.

Posted by Impala1ss


No Saturday delivery since April. Customer service is defective.

Posted by JUM


Do NOT, repeat "NOT" sign up for their annual special of combined $10 per month! They will defraud you as they defrauded me - after 7 months (of the total 13 months) they cancelled my subscription simply because I turned off "Auto-Renew"! That renewal would have been done automatically at their full rate of many hundreds of dollars per year. Calling customer service? They told me TWICE that my subscription will continue to be delivered until the end of the 13 months plan (Jan 2024).

Posted by Anonymous


I cannot get the WSJ to STOP delivery of the newspaper to my home. I have called repeatedly and talked with customer service agents and managers who all promise the problem will be fixed immediately and it never is. This has been going on for several months now. Answers given to customers are most definitely scripted and most service agents do not speak English well. The WSJ is a fine newspaper, but this is ridiculous and an extremely poor reflection on their customer service.

Posted by Anonymous


Circulation Manager and Contracted Delivery should be eliminated by Dow Jones who issues Wall Street Journal
Customer Service is an oxymoron..Never a resolve and cannot understand scripted answers by calling for resolve week after week for months. Paying for delivery of WSJ but never getting the paper or its being thrown into the netherworld..Zero Stars..Possible resolve Call your states Attorney General Office of Consumers Affairs and fill out the consumer fraud form.

Posted by David


Terrible home delivery performance-worse customer service.

Posted by Richard Piel


Total incompetence. No news paper for days. I recently changed address and no newspaper will arrive. Being billed for a product I do not and probably cannot get. Most likely the real reason is the WSJ wants out of the print business all together and wants us to cancel. I can no longer find it at most news stands

Posted by SJ


Delivery service is an ongoing problem, this time lasting nearly a month. Neither the Customer Service nor Support Department can come up with a solution to get my paper to me, let alone on time, but they're very good at sending boilerplate apologetic emails. I've not been able to communicate with the same person about the issue so it's starting from scratch with each attempt. Nobody can give an explanation for non-delivery. I tried to cancel my subscription yesterday but got a Customer Service commitment that I would get my paper today. Didn't happen!

Posted by FedUpWSJSubcriber


Their Billing error 2x months after cancellation. Refuse to address any grievance directly. Only scripted responses. No option to escalate. No confirmation of cancellation going forward. Fraud in my opinion.

Posted by Esha


I have been trying to cancel my delivery for over three months. And still have not been able to. This is a huge security issue. They don't allow customer service through text or email. I wait in line each time just to end a call with assurances that it will be stopped and it never stops.

Posted by Anonymous


I had a digital subscription at a promotional rate for one year. The rate was due to quadruple after that point. Call customer service spoke to someone in a foreign country who tried to sell me on another promotional rate that would eventually go up to the rate I wanted to avoid. Told them I wanted to cancel they supposedly put me in for a cancellation at the end of January 2023. I continue to receive the newsletters and the paper in February and I had to delete the app and cancel the payment source to stop receiving the paper. By the way I read in the customer agreement that you weren't allowed to cancel if you had a digital subscription. Who the hell do they think they are?

Posted by Anonymous


We have not received the paper for about a month. Calling customer service multiple times has not helped.
It appears they hired some genius (probably from United Airlines) who came up with the brilliant idea that you save on delivery cost by not delivering the paper.

Posted by Melanie


I ordered the home delivery as a gift for my husband for this the holidays 2022, so just a month and half ago. Received zero newspapers, reported the situation twice. Was disconnected three times on the second effort of my inquiries. Finally I requested full refund and cancellation of subscription. They had no problem taking my money or acknowledging that indeed there is a problem and they see that I have not received any papers - after confirming my correct address three times, and yet, they will only issue me a partial credit until they can "investigate" the situation. WSJ sucks. If this is how they treat their readers, no wonder subscriptions are down.

Posted by Anonymous


Agree - customer service is just horrific. The WSJ is a well written paper, but not worth dealing with the wretched customer service. They will not refund any partial amount you are charged for a month. Granted it says this in the policy, but I missed by one day. Not refundable. They purposefully make it really difficult to cancel (it is worse than quitting the gym in Friends). Additionally, the audio quality of their phone system and the heavy accents of the very obviously foreign staff, make it almost impossible to understand them on the phone. Oh, and enduring this pain is the only method that will allow you to cancel.

Posted by Tolga


I subscribed at the WSJ almost 4 years ago. Everything was doing fine until August 3rd, 2022 when the delivery person decided to deliver the weekend paper version on Sundays instead of Saturdays. I called every single week since then to complain and report this issue. Today is November 26th, 2022 and the issue is still not fixed. What happens to me is not acceptable from an institution like the WSJ.
I am very happy with the content of the newspaper but based on my experience customers can not rely on the customer service. They promised me to fix this issue for almost 4 months and nothing has be done. I am very disappointed and seriously consider to cancel my subscription!

Posted by Disappointed


We have had delivery issues with the Wall Street Journal for the past 20 months. We have called repeatedly. For months we got no deliveries. Now we get about 3 or 4 papers a week. They credit us for days we don't get the WSJ, but that is minimally helpful. We would like them to figure out why the delivery is so poor.

Posted by NateR


Had several missed and undelivered paper's with no explanation and was not due to weather. Every time I called would only be told looking into it. Also, subscription increased without warning and canceled.

Posted by Abused customer


After 15 years as a subscriber I suddenly stopped getting my Saturday paper delivered. I called every week, spoke to customer service reps who said the issue would be "escalated", and finally after 6 months of no paper I canceled my subscription. I am beyond sad and disillusioned.

Posted by Anonymous


Been on phone 20 minutes with customer service. I updated new credit card information a week ago. Haven't received paper for over a week. Called WSJ. Had to give card info again. They had canceled my subscription. Had to re-subscribe again but told me they couldn't take my delivery address even though they had everything already in their system including my new credit card info. So as of now I can't get a paper. Insane

Posted by WSJ FOOLS


These idiots have been delivering a paper to me for the last 20 days. Problem is I did not order it, do not want it and I have been trying to get them to stop the delivery for over 2 weeks. Their service is a joke why would I trust their reporting

Posted by Eric


What is the point of printing a daily paper but not actually delivering it every day to would-be readers? I can't even register a missed delivery online because I have made too many complaints but must call a customer service rep to complain, and all the rep does is give me credit for a missed paper. They never fix the underlying problem. I am fed up and on the brink of canceling the paper. I like the content, but I can 't read it unless I get it.

Posted by Dissatisfied


During the winter months, my WSJ was delivered sporadically. For the past month, I have called approximately every two days to report non delivery issues. Promises are made but no deliveries, no results. For about a month consistently, I have not received the print copy of the WSJ.

Posted by Anonymous


For over a month now, it seems like I have called every day to report a delivery issue. We used to have the paper delivered by a carrier but when delivery was intermittent it was suggested that we go to a mail delivery. That is no better. We miss a timely delivery at least 6 days out of 7 and if we do have a paper delivered it is a week old. This is inexcusable for a paper with the reputation of the WSJ. This seems to be a frustration of many of your readers and we deserve better.

Posted by km


Only getting one star as newpaper info itself is good. However, they are digital SUBSCRIPTION CROOKS. Beware -- they will lure you in with a $4 month rate, then it will creep up to $20, then they will start doubling that -- all without notification. If you can get past a chatbot, to a live human outside of the USA, they will also attempt to not let you cancel until after they have taken another month from you at the doubled higher rate. All the while, the supposed in country agent, will not provide you with a copy of your agreement they say you signed online, nor will they provide you with proof of cancellation with the actual date. It will refer to "Cancellation at the END of your term" which is left open-ended and vague to suit their crooked subscription practices. Turns out that means the end of another month. Consumers need to make sure they turn off automatic payment each month, as they will keep charging your card. Actually, you should do it every month so they cannot snatch another month when you try to cancel. Let them fight you for your money. They should be prosecuted for predatory, unscrupulous consumer subscription tactics. At least California has a subscription cancellation law in effect due to companies such as the WSJ/Barrons.

Posted by Anonymous


The fact that I paid $38 for an invisible digital subscription for months is infuriating! No emails-no prompting at all to facilitating linking to WSJ because they don't want you to notice they are taking your money month after month. I will make it my business to discourage anyone from subscribing or buying WSJ.

Add your review!

Posted by SATURDAY BIGGEST 1000 STOCKS


I have used your Saturday version of Biggest 1000 Stocks for many years to perform my various stocks analyses. About three weeks ago you stopped using this excellent format and reverted to your daily format of the Biggest 1000 which is practically worthless. I called a week ago and had a discussion with someone one in your complaint department about this. He was puzzled and said there had been no announcement of such a change indicating it would probably be corrected=DIDN'T HAPPEN. I would think many other subscribers would also have complained. Anyhow please explain what is happening and why. PLEASE return to printing the former Saturday BIGGEST 1000 format. Please confirm this request. Thanks

Posted by Anonymous


Don't bother calling the WSJ toll-free number to resolve any issues. It's a call center based abroad (no, it's not India). You need to call WSJ at a local US number listed in their contact directory. I am a long-time subscriber and have seen rates gradually increase over the years but the last renewal notice was nothing less than an insult, $500 for 1 year or $900 for 2 years. I called the toll-free number in the renewal notice to question lower rates on Ebay and Amazon, and even on the WSJ website. I spoke with a rep, then a supervisor, and they were ready to let my subscription lapse rather than offer a lower renewal rate. I then called a US phone number listed in the WSJ contact directory. I spoke to 2 people with American accents who were polite and willing to assist. We reached a mutually agreeable renewal rate. I’m waiting to see how it all works out and hope for the best. My ratings below apply to the folks at the US-based customer service center; the toll-free number people were useless in resolving my issues.

Posted by dentgolf


My husband and I have been subscribers for the last year.I look forward to(I receive the paper via post so read it every morning)reading stories about so many varied topics and events impossible to find compiled in one place from here and around the world.It makes me feel more informed and in touch.
We love the editorials and special pieces written by WSJ reporters and others.
After reading this morning's edition I felt compelled to thank you for your excellent publication.

Posted by Simone



initially there was problem with my subscription but in the end they did the right thing

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800-568-7625
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800-369-2834

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