New Scientist Reviews 

The most inefficient delivery of magazine DO NOT SUBSCRIBE

I have subscribed for this magazine in June 2023. I did not receive a single magazine in July though I was told I would receive back issues. I received 4 issues in August and 2 in September and have not received the last two issues. The customer service team seems utterly helpless too, saying back issues may take upto 8 weeks. Although the reading material is good, it doesn’t help much if one doesn’t receive the magazine. A thumbs down on all fronts.

Absolutely appalling customer service. Such a disappointment for a well-respected publication. I will never subscribe again.

I thought I was signing up for a 10 week trial for £10. However, I was charged £270 for a year's annual subscription. I didn't notice this had happened until the magazines kept arriving beyond the 10 weeks offer period. I phoned and was told I could have a partial refund, but the magazines kept arriving and no refund. I emailed again, to be told I couldn't cancel as I was outside the 14 days cooling off period. I am in the process of emailing again. I am not hopeful. What a rip off. Totally unhelpful and unprofessional.

The magazine's subscription service seems very shady, or maybe just inept. I subscribed at the Premium Level, but when I tried to access a video, I was told that I need to upgrade to the Premium Level, which was the level I subscribed to. When I attempted to straighten the problem out I got nowhere. I them tried to cancel my subscription, well within the time frame to do so, but was told nearly a month later that they could not process a credit card refund (although they were perfectly capable of processing the charge) and I would have to supply them with my bank account info IN AN EMAIL, which is ridiculous. it really sounded scammy to me, and I wound up disputing the charge with my credit card company. We'll see if I ever get my money back, but my advice to anyone considering it NOT to subscribe to this magazine.

I have been trying to cancel my subscription for over a year. I'm exasperated and infuriated. If I had known what sort of headache I would be getting into, I would have avoided this long ago. Do not bother.

You wont recieve your subscription, and when you query it they have a ridiculous system where a different person replies each time so nothing gets done.

Three months ago I got an email from NS with a special discount for three months, print and digital. In that time, and after exchanging more than a dozen emails I have not recieved a single issue or been able to access the magazine online. After repeatedly pursuing this over the last month I was told to 'be patient' and that they were waiting to hear from another department. Then the other day I recieved a refund of my subscription fee with no explanation or response to my query. So I'm giving up, they clearly can't be trusted.

Whoever is in charge needs to read these many negative reviews which are surely harming the brand.

I decided to cancel my subscription after being told my renewal would be £99 but they then took £149 and didn't advise until afterwards.
I was advised on 19/06 that I would get a refund. I received a further email on 27/06 stating that I would receive it within 5 working days. Two weeks later, still waiting.
I've called their customer services (an Indian call centre) and been told "there's a problem with our systems after an upgrade, you'll get it in a few more days". I asked to speak to a manager ...not possible.
I'm not going to give up on this...

Update ...after further contact with New Scientist and still no refund, I contacted my credit card provider and requested a 'section 75' refund. Five working days letter I receive an email from MasterCard telling me they've upheld my request and have credited my card account with £149. Fantastic ..but no thanks to New Scientist!!

My Dad died very suddenly in January 2023. Since March of this year we have been promised a refund. Numerous phone calls and emails later still no cheque. Have been told 3 times that cheque has been mislaid. I find this very hard to believe.

I agree with the others about NS subscriptions and customer service - appalling. It's as though they've decided to string customers along that a refund is on the way, but it never arrives. I've been told they were migrating to a new system, hence the delay, then that the refund had been processed and would be in my account within 7 days....it's been more than 2 weeks now and no refund.

Their subscription service appears to be quite separate from Content/Editorial division. It feels like Subscriptions have been told: never give a refund, just keep stalling and stalling until the customer gives up.

How does an apparently reputable magazine behave like this?

I am deeply concerned about the deteriorating state of the New Scientist magazine, where an editor named Tom from Ireland exhibits an evident bias. The lack of genuine professionals in the publication is distressing, as they seem to employ fake journalists or "scientist" instead.

TERRIBLE CUSTOMER SERVCE - REFUSING TO GIVE REFUND

I was automatically billed 199 pounds with no prior warning. I emailed and cancelled on the day they took the money and asked for a refund.
The terms and conditions clearly state a refund will be given if you cancel within 14 day. I cancelled within hours of the renewal.
The Indian call centre have told flat out lies saying they dont offer refunds. After many emails I was told
I would be refunded in 5-7 days. Well over 7 days now and still no refund. Absolutely dreadful company.

Do not subscribe to this magazine, you will probably never receive it. I paid for the subscription in March. They then said they had computer problems and couldn't process my payment. I did receive 4 editions and then nothing. I have called them 8 times and was always told someone would call me back but never did. They just took my money. They are crooks!! DO NOT SUBSCRIBE, YOU WILL BE SORRY.

I keep getting informed that I don’t have an active subscription even though I do. Customer services have now asked the below three times, which I reply to but they just resend the email.

Poor.

We are sorry to hear that you have been experiencing problems accessing the New Scientist app. To help us investigate this issue further, please can we ask you to provide answers to the following questions:
- Which New Scientist app are you trying to access (iOS/Android/Windows)?
- What version of the app do you have installed on your device?
- What device are you using and which operating system do you have installed on it?
- Please could you give a more detailed explanation of the issue you are experiencing?
- Are you able to provide us with a screen shot of the error message or issue you are experiencing with the app?

I thought I’d cancelled my subscription but noticed it was about to come out again. I emailed them immediately.

They said they don’t offer refunds.

Is it a refund if someone contacts you literally ON THE DAY?

I feel like they’ve stolen from me.

I’d never join them again.

Very, very poor customer service. I have issues almost every week logging in and repeatedly have to activate my account. Customer service act like an AI and simply reply with the same comments. After 30 years my subscription will now end!
Any suggestions?

It has taken the New Scientist six months to reply. Says it all really!

I have been subscribed to New Scientist for about a year, and all I can say is that it is a great science magazine. I haven't encountered any major problems, and I am really impressed by how they manage to consistently come up with very interesting articles every week. Also, I really like the new website design. The UI is much better, and it has really enhanced the experience

I have been trying to move my subscription date by two weeks. The contact centre in Australia is absolutely awful. No customer service. No help - useless. I have been a subscriber for years but ask them a simple question and you get no where. NS used to have some credibility. Now they are as bad as other non customer focussed companies. Shocking.

I took a print gift subscription but 8 weeks later had not received a copy. 7 or 8 queries went unanswered, except for one, querying the name of the recipient, but never answering the simple question, when will the first copy arrive? In frustration, I asked if it was easier to cancel than just deliver, or, even, tell me when delivery would commence. They simply cancelled, a relief, but they literally threw a year's subscription back rather than answer a query. It remains to be seen if they return the money, though they indicate they will.

I love the journal/magazine - it is full of interesting stuff. But I wish they would do something about their paper-copy mailing department. It is useless. Copies are invariably late and sometimes come three together. If they cant pay enough staff to have a mailroom they should not offer paper copies.

Brilliant science journalism, but I wish they would sort their app out. It's slow and there is no quick way to go back to where you were in a previous magazine, it takes ages to manually find your place again (there is a bookmark function but you can't continue through the magazine that way). and now the audio versions aren't working at all.