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Business Profile

Online Retailer

New York & Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for New York & Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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New York & Company has 155 locations, listed below.

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    Customer Complaints Summary

    • 2,533 total complaints in the last 3 years.
    • 223 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/03/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed two orders with NY&Co order ******** and ********. I received both orders however in the first order I ordered two sweaters 1 yellow and one black but received two yellow sweaters. In the second order I did not receive two items the zebra sweater and the bike shorts yet they did not refund my money. I have emailed them at help@nyand ************************** at least 4-5 times starting an hour after receiving the orders. I have also called them at ************ always busy and at ************ and left messages including today and no one has responded. I would like a refund for the items I did not receive but they kept my money. Even though both orders were not returnable I dont believe this applies because I received either the wrong item or did not receive items ordered. Paid $125.94 for one order and $126.12 for the second order Im only asking for payment for what I did not receive

    • Initial Complaint

      Date:09/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed and received it on the 18th/19th Notified the company and I feel like I'm getting a run around. I provided all the information I had. I tossed the invoice before trying on/inspecting the clothes. However I supplied the order number and a picture of the tag. Order number should have been sufficient. I'm over the back and forth. Either they should refund the little money or send me the correct size that I ordered. It should not be this difficult. This company has gone down to the point I don't feel like it's the original NYCO. I never had this issue in the past with the "original company" , this feels like a scam now.

    • Initial Complaint

      Date:09/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed the order in May and contacted them several times in June after not receiving the order. I contacted the credit card as well after not receiving any responses from new york and company. ***************** When I call the number provided it hangs up and says I need to contact them via email. As you can see I have sent several emails and there has been no correspondence. To this day I still do not have the order and have only spoken with comenity the bank that services the card. They just keep saying contact new york and company and I am not able to reach them. They are still billing me and the account has a balance for merchandise that I did not receive. I want a refund and my balance to reflect 0.

    • Initial Complaint

      Date:08/27/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 08/10/2024 and on 08/16/2024 I received part of my order, #*******. I received 2 pair of shoes that were clearly larger than what I ordered. I ordered a size 7 but they look like 9. When I tried to do a return/exchange on the website I received a message saying I couldnt do so because the shoes were a final sale item. I immediately called the company and was unable to reach anyone. I sent an email explaining the situation and included a photo of the shoes next to a pair of my own shoes, size 7, to show the discrepancy. I also sent a picture of the photo the delivery driver sent me to confirm delivery. This was to show the size of 1 delivery box. In addition to the 2 pair of shoes there should have been a pair of lug high top sneakers delivered, per New York and Companys order page for my account. After receiving no response to my email, I sent another email the next day. On 08/19/2024, I again attempted to call and left a voicemail. I have left voicemails continuously and still no response. Not even an automated reply. I finally contacted the NY@Co credit card company as I begin thinking the company may be fraudulent and I couldnt received any information on my remaining undelivered order. The credit company currently has this issue under investigation. In following up with my investigation, a week later, it is still in investigation status as they are unable to make contact as well.

    • Initial Complaint

      Date:08/26/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from New York & Company on August 12th where I received information saying it wouldve been delivered between August *****th. It is now past the 26th, and the shipping on the package still only says "order placed".

      Customer Answer

      Date: 09/20/2024

      Better Business Bureau:

      At this time, I have not been contacted by New York & Company regarding complaint ID ********.

      Sincerely,

      ********* ********

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased made online 1/9/24. Order received and returned all items within the return window. Provided shipment details, etc. to the company and have been told could not credit return to the card used due to an issue with the card itself. Contacted my bank and they reported no attempts have been made to credit the account and the card is active without issue. After this I would get an email stating they were in touch with the warehouse, sorry for the delay, working on it, etc...the order totaled $109.75 and they have now ghosted me.

    • Initial Complaint

      Date:08/19/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good Morning, I paid for an order at New York and Company. I received the wrong items in the mail. I contacted customer service to ask if they can just send me the appropriate items. They said to send image proof, which I did. They ghosted me. They have not agreed to give me the correct items, or in the event they ran out, a refund.

      Customer Answer

      Date: 09/13/2024

      Better Business Bureau:

      At this time, I have not been contacted by New York & Company regarding complaint ID ********.

      Sincerely,

      *********************

    • Initial Complaint

      Date:08/17/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered July 18, 2024 I bought two items from ******** and called about my order, as they sent me the wrong item. I specifically requested that they send me the correct item and provide instructions for returning their mistake. They have not addressed the issue and have not reached out to me, which I dont understand since it was their error. They sent me an extra small jumpsuit that doesnt fit, and even if it did, I wouldnt want it. No one has followed up with me despite my calls and emails for almost thirty days. At this point I want a full refund.

    • Initial Complaint

      Date:08/16/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with New York and company on July 18th. Order number ********. The order had six items. Upon receipt I noticed that one of the items is not what I ordered. It was the wrong item and a different size. This is for Jeans. I ordered black and they mailed blue. I contacted NY and company on August 3rd to let them know that the wrong item was delivered. No response to my first email. Emailed again on August 5th and received a response on August 5th. They informed me to take pictures of the items plus the wrong item and send it to them for review. I did that the same day and forwarded the proof on August 5th. On August 7th I requested an update since I did not receive confirmation that the requested image sent via email received and is in the process of being reviewed. No response to my inquiry. I emailed again on August 11th requesting an update. I did not receive a response. On August 15th I submitted a new email asking for an update. I still have not received a response. NY and company have ghosted me. The only response I received was an email to send images of the wrong item. I dont think its fair for me to pay for an item I did not order. I am willing to mail the wrong item back and get a refund. NY and company do not have a customer service line. They divert you to an email. They dont respond to emails and ghost you. I need a refund as the wrong item was sent. I dont want to pay for it as its not what I ordered. There has been no attempt to resolve the issues. All I get is silence. I paid $14.99 plus tax for this item. Total for the whole order is $$91.28 SKU number for the item I ordered - ********.

      Customer Answer

      Date: 09/10/2024

      Better Business Bureau:

      At this time, I have not been contacted by New York & Company regarding complaint ID ********.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:08/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with NY&C on 7/28/24. Order status indicates a label was created with *** on 8/6/24, but *** tracking still says "*** doesnt have possession of the package yet." It's now 8/12/24, and I still have not received this order. I received an order confirmation on the date of purchase, but no other communications from the company about the status of this order. I have since placed 2 other online orders with NY&C (on 8/9/24 and on 8/10/24, respectively), neither of which have yet been acknowledged, on my account order page. Based on other reviews I am reading online, I am concerned that I may never receive any of these purchases and have been ripped off by this company that is obviously going out of business. The below $ amount is the total for all 3 purchases.

      Customer Answer

      Date: 09/06/2024

      Better Business Bureau:

      At this time, I have not been contacted by New York & Company regarding complaint ID ********.  They did finally deliver 2 of my orders, but two items were missing (one from each order), so I reached out to them to request a refund. Refunds were issued for the missing items, but Im still waiting on a third shipment that still hasnt arrived. At no time have I received any communication from the company. 

      Sincerely,

      *******************************

    New York & Company is NOT a BBB Accredited Business.

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