Review Time
I accepted the offer of a year's subscription to the Standard Digital Financial Times, in January 2025, thinking that there was a cooling off period, at a discounted price of £279. I rang their Customer Care phone line in January to cancel my subscription but I was told that there is no cooling off period so I would not receive a partial refund. I thought that my subscription had been cancelled so I was shocked to find out that my credit card account had been debited again this January. When I went on an Online Chat with Customer Care there was no indication that I had requested a cancellation last year, so my request last year was not actioned. Again, as there is no cooling off period, I didn't get a refund this year.
I truly appreciate the content, but my recent print subscription has started off poorly. It was supposed to begin on December 23. I confirmed with a representative through chat that delivery would occur between 11 am and 1 pm, but that did not happen. The same issue occurred again today. What am I paying for? If home delivery in Canada can't be managed effectively, I'd prefer they be transparent and not offer it at all. It's unfortunate, as the print edition is very hard to find at local stores.
I really enjoy the content, but my new print subscription has had a rough start. It was supposed to begin on December 23. A representative confirmed via chat that delivery would be between 11 am and 1 pm, but that didn't happen. The same issue occurred again today. What am I paying for? If they can't manage home delivery in Canada properly, they should be upfront about it and not offer it at all. It's unfortunate, as the print edition is hard to find in nearby stores.
I attempted to cancel my monthly subscription, but the process seems designed to make it difficult to do so. When I choose to cancel, I'm first asked for reasons, which is fine. However, then I'm taken to another page that prominently displays a new payment option by default, making it seem like continuing is the only option. The 'cancel subscription' button is not easily visible unless I scroll down. This leads to automatic annual charges, which is frustrating. It's hard to understand how this approach encourages growth. This is poor user experience and feels deceptive. For a publication that claims to be ethical, this is disappointing. Canceling should be as straightforward as signing up. If they don't improve this, they might face serious consequences.
The information provided is top-notch, arguably the best I've encountered. However, the customer service is severely lacking, which is disheartening for the brand. I've faced delivery issues in my area quite frequently, and their support doesn't offer any real help. I have to fill out a form every time there's a delivery problem, and I wasn't informed about any refund policy. It's frustrating to hear them admit there are regular delivery issues. Unfortunately, I will not be renewing my subscription.
I've experienced failed paper delivery five times in the last three months. Each time, customer service just repeats the same procedure and promises that the issue has been resolved. I'm seriously considering canceling my subscription.
Update: my paper was delivered on the sixth week and has been coming for the last three weeks. However, we faced five weeks of failed deliveries despite repeated assurances. The delivery person claims they can't find my apartment in a building of twelve. I even sent detailed instructions. When I reach out, they just say they are waiting to speak with the delivery team. They claim my address is serviceable, but the evidence suggests otherwise. It feels like my subscription isn't valued.
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