Business ProfileforDaily Wire
Digital Media
Additional business information
Additional Info:
This company has a pattern of complaint that alleges Billing and Collections Issues, Refund or Exchange Issues, and Customer Service Issues. Specifically, Consumers are alleging they cancelled their membership months ago and were still billed for an annual fee. They also state they've made numerous attempts to reach Daily Wire and their messages are not being returned. One consumer alleged he was charged three membership fees and that Daily Wires customer service is non-existent.
On March 7, 2022, BBB contacted the company to request their voluntary cooperation in eliminating the pattern of complaints.
On March 17,2022, the company responded with the following information as a means to eliminate the pattern:
We, the understated parties, having discussed the pattern of customer complaints filed against The Daily Wire over the past twelve months, hereby agree to eliminate the pattern of complaint through the procedures or steps outlined below. We further agree to abide by the promised terms.
1. We are aware that complaints brought to the BBB are due to automatic renewals of our subscription-based services. The Daily Wire sends out an email notification prior to any subscription being renewed with the subject line, "Renewal Reminder & Thank You." Members may self-serve and cancel their membership at any time by logging into their accounts at www.dailywire.com.
Under The Daily Wire's Terms of Use, customers are not eligible to receive a refund after the subscription has renewed; however, The Daily Wire reviews requests for refunds in extenuating circumstances on a case-by-case basis. The customer may cancel their subscription at any time. Our Terms of Use communicates that if a member chooses to cancel their subscription, they will not receive any refund, but that their access will continue until the end of the current subscription period. All members accept our terms and conditions upon joining and they are accessible for review on our website. We stand by our terms and conditions.
2. We are aware that a spike in complaints brought to the BBB was due to a new product launch of physical gift vouchers around the 2021 holiday season. We have evaluated our vendor selection and have rectified the situation. Since addressing our vendor management issue, we have not seen any new or related issues as of February 1, 2022.
3. Our members are of the utmost importance to The Daily Wire. We are working to increase the size of our customer service team to better serve our members and support our company's growth. We have added new leaders to our team who are enhancing our membership experience through process improvement, technology upgrades, metric-based performance, and proactive assessments of support needs with future product releases. We are committed to providing our members with world-class customer service.
BBB will monitor this company's efforts and this aspect of the Business Profile will be updated once additional information becomes available.
On March 7, 2022, BBB contacted the company to request their voluntary cooperation in eliminating the pattern of complaints.
On March 17,2022, the company responded with the following information as a means to eliminate the pattern:
We, the understated parties, having discussed the pattern of customer complaints filed against The Daily Wire over the past twelve months, hereby agree to eliminate the pattern of complaint through the procedures or steps outlined below. We further agree to abide by the promised terms.
1. We are aware that complaints brought to the BBB are due to automatic renewals of our subscription-based services. The Daily Wire sends out an email notification prior to any subscription being renewed with the subject line, "Renewal Reminder & Thank You." Members may self-serve and cancel their membership at any time by logging into their accounts at www.dailywire.com.
Under The Daily Wire's Terms of Use, customers are not eligible to receive a refund after the subscription has renewed; however, The Daily Wire reviews requests for refunds in extenuating circumstances on a case-by-case basis. The customer may cancel their subscription at any time. Our Terms of Use communicates that if a member chooses to cancel their subscription, they will not receive any refund, but that their access will continue until the end of the current subscription period. All members accept our terms and conditions upon joining and they are accessible for review on our website. We stand by our terms and conditions.
2. We are aware that a spike in complaints brought to the BBB was due to a new product launch of physical gift vouchers around the 2021 holiday season. We have evaluated our vendor selection and have rectified the situation. Since addressing our vendor management issue, we have not seen any new or related issues as of February 1, 2022.
3. Our members are of the utmost importance to The Daily Wire. We are working to increase the size of our customer service team to better serve our members and support our company's growth. We have added new leaders to our team who are enhancing our membership experience through process improvement, technology upgrades, metric-based performance, and proactive assessments of support needs with future product releases. We are committed to providing our members with world-class customer service.
BBB will monitor this company's efforts and this aspect of the Business Profile will be updated once additional information becomes available.
At-a-glance
Related Categories
Products & Services
Business Details
- Location of This Business
- 1831 12th Ave S STE 460, Nashville, TN 37203-5405
- BBB File Opened:
- 5/26/2021
- Type of Entity:
- Limited Liability Company (LLC)
- Additional Contact Information
Email Addresses
- Primary
Customer Complaints
313 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
11/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am filing this complaint due to false advertising and deceptive billing practices by The Daily Wire. On September 27, I subscribed to what I believed was the $15/month plan based on the information provided on their website. The plan I selected did not include any disclaimer that it would be billed annually upfront. However, I was immediately charged $270 for a full year.Realizing the discrepancy, I canceled my subscription the very next day on September 28. Despite canceling immediately, The Daily Wire has repeatedly refused to issue a refund, claiming their memberships are non-refundable. I have been fighting this issue for over a month, providing proof that I canceled within a day, yet they continue to deny my request for a ********* my investigation, I discovered numerous complaints on The Daily Wires own website as well as on the BBB website regarding this exact issue. This demonstrates a clear pattern of misleading customers into signing up for annual plans disguised as monthly options. Their practices are not only misleading but also take advantage of customers by refusing refunds, even when the cancellation is immediate.I am on a limited income, as my wife is a disabled veteran, and being misled into an unwanted annual subscription has caused significant financial stress. I am requesting a full refund of the $270 due to the misleading information and false advertising on their website.
Read MoreCustomer Reviews
292 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
D. E.
1 star11/18/2024
I wanted to purchase gift subscription for my son for Christmas. It was advertised as 47% off on headline on ****** with the code Fight. Page by page to get to the gift subscription page, it shows the regular price. When I finally find the place to put in, I am looking to see if I can use the code. You have to enter CC info and recipient to get to the page and find out about code. So I put info in so that I can hit the section for have an offer code. I put Fight in and instead of saying that it does not apply to gift subscriptions, it rolls right past the button for purchase membership and charges my card full price. It should have popped up and said it does not apply and I would have dropped out right then.
When I get the bot on chat and ask for real person, same ol crap of no refunds after purchase. I ask for real person to explain that they have technical issue and someone claims to be real person and says same ol company bullcrap again. I ask for phone number and they basically ignore me and say there is nothing that they can do.
Had to search internet for Better business bureaus and someone else had posted the phone number. Had many complaints on that side for same type of issues. Then I see some responses from Daily Wire.
I have been sitting on hold for almost an hour while I am typing this. Not sure how the reviews below are positive for help when you can't find phone number on their own site and sit on the phone until you get up.
Though, I am fan of the owners, this is ridiculous and would not recommend anyone buying a subscription.
Daily Wire Response
11/19/2024
Despite this review, our Membership Experience team was able to apply this promotion code to the current gift account and the member received a one-time customer courtesy discount for this gift. This specific promotion was not applicable to gift memberships and during sign up is listed multiple times prior to purchase. We are always grateful for member support and assisted to the best of our ability.
Customer Response
11/20/2024
UPDATE: When I wrote this review, I was unable to find a customer complaint phone number listed anywhere on the website. I had to go through chat and it would not give me an actual number to call. Got no help from the BOT.
**** would not cancel though it was pending because their policy won't allow them to address issues until charge is posted.
Finally started to search internet and found a phone number on another person's complaint at BBB.
I called and had to wait 55 minutes to get a representative, but they were able to fix problem. They state above that price was listed multiple times prior to purchase.
It was on the several pages that it took to find gift subscription. BUT, First page and internet website posts said that new subscribers could get 47% discount using code FIGHT. It did say that gift subscriptions were exempt anywhere in the follow up pages. There was also the link below all credit card info asking if you had a code. I put info in to be able to see if you could use code. Instead of saying it was not accepted, it ran right past that without HITTING PURCHASE BUTTON AND CHARGED THE CARD.
So they did make it right BUT they made it sound like this was my fault rather than their system problem.. The rep told me that they were inundated with calls and trying to fix it.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.