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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

    • 2,529 total complaints in the last 3 years.
    • 206 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:12/12/2022

      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.
      Order number *********** was placed in October 2022. The NY&CO website did an auto fill on my address and erased the apartment number. Tracking shows deliver was made on October 22, 2022.I never received my order but tracking shows it was delivered. However I spoke to the **** postal carrier and she said that since the apartment number was not visible, the package went back to the sender.I can not get anyone in their customer service team to answer the phone or even try to resolve the issue. They keep looking at the tracking website link like I can do. They have not tried to resolve this issue and issue a refund or replacement order. The customer service is absolutely horrible! weeks to answer an email and hours to answer the phone. I need to hear from their corporate office on getting this issue resolved.Need for the company to reach out their shipping warehouse to see if this was indeed returned, and provide either a refund or a replacement.Correct shipping address***** ****************************************************************

      Customer Answer

      Date: 01/06/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      On 1 December 2022, I purchased an order, order #***********, from New York and Company. The order is still showing, processing. I have inquired about my ordered merchandise and I've gotten 3 or more excuses as to why it hadn't shipped. Some excuses included a backup due to the holidays. I requested a refund from **&C , only to be met with another excuse. I would like my money and never to do business with this business again.

      Customer Answer

      Date: 01/06/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding ******** & Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:12/12/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 November 29th. My email confirmation said that I would have my items delivered in 5-7 business days, after 10 business days, my order had not even been shipped. I have tried to contact them several times by phone (including being on hold waiting to speak to them right now while submitting this) never get an answer even after holding for an hour! Sent email with received no response. Trying to get the status of my order. Are they going out of business? Would like some answers and order status. Still holding.

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau, 

       

      With regard to the customer's concern about the status of her order. We tried reaching out to the customer but she was not available, the call was routed to an automated phone system. We advised the customer about the status of her order and the cause of her order not being delivered on time. We refunded $12.85 as compensation for the delay and we are still waiting for the customer's response to our email. 

       

      Thanks,


      Service Specialist | New York & Company

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 November 28, 2022. I received confirmation for that order and paid for the order. Two weeks later, no tracking or any updates on my order. I call the customer service number 3 times in 2 days and cannot get through. Each call, I was on hold for 30 minutes. So I send emails. Still no response. To date, I have no items. They sent me an email yesterday with supposed tracking for 2 of the 6 items that I ordered. The link does not work. It is not attached to any shipping company. It's another bogus attempt to continue the scam.

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau,

       

      With regard to the customer concern about her order that she hasn't received in no time. We informed the customer about the delay that cause her order not to be delivered in time and since the customer paid for extra shipping, we refunded the shipping fee and tax and added a 10% discount on her order which was also processed in a form of a refund. We are currently waiting for the customer's response so we to assist her further.

       

      Thanks,


      Service Specialist | New York & Company

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 11/29/22 and it is still showing "processing" on their website. I call and am waiting close to an hour to speak to someone who says the same thing the website states, it's still processing. I asked to cancel the order a number of times and I'm told I have to wait until it arrives, which at this point will be after Christmas, then return the items. Per the confirmation email my "order will arrive in approximately 5-7 business days or sooner", which is why I placed the order. I knew even with a delay I'd have my purchase in time for Christmas. Their return policy states returns must be received 45 days after the order date. At this rate my order won't even be received by 45 day since it was ordered. I want this order canceled since they also have a note in my confirmation email stating: Once orders have been processed they cannot be changed. My order has clearly not been processed. Per New York and Company it's still processing. This is not acceptable. I would like the order canceled and to be done with New York and Company. I was an avid shopper in the brick and mortar stores but I wish I had seen their BBB reviews before I placed this order. Shameful how much they have changed and NOT for better. I'd hate to see such a good company go out of business but at this rate it can't be long. Any assistance would be greatly appreciated.Order #:*********** Placed on:November 29, 2022 1:36:29 PM Order Status as of 12/12/22:Processing Total: $101.60 Tracking #: Not Yet Available

      Customer Answer

      Date: 01/06/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding ******** & Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:12/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      ORDER PLACED-11-1,Arrived 11/15. It was missing the shirt but invoice reads sent 11/16 - Rep said will credit or send shirt 11/26 - Sent bill for both items 11/26 - ****ed. Transferred. Left on hold 1 hr or more 11/28 - **** center had tech difficulties 11/30 - More call woes. Hour long wait. Transferred to a non working line.12/6 - Emailed but no reply 12/11 - ****ed. Left on hold for over an hour.

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau, 

       

      With regard to the customer's concern about her refund for an item that she did not receive. We informed the customer that the refund was processed on January 3, 2023. We also explained to her that our refund process may really take 3-5 business days for it to be processed back to the original mode of payment that she used on her order. We are still waiting for the customer response to our email since we tried calling her but she is unavailable and the call routed to an automated phone system.

       

      If you have any questions, please reply to this email!



      Thanks,
      Service Specialist | New York & Company

    • Initial Complaint

      Date:12/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      NY&Co has two orders still in processing. Orders were placed and there is no option to cancel the order. Shipping states within 7 business days and it has been over that. There is no response through emailing them and when you call it says technical difficulties and cannot get through.

      Customer Answer

      Date: 01/06/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding ******** & Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:12/11/2022

      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.
      My order number was *********** This was supposed to be a Christmas gift for my aunt. They only shipped two items from my order and even those items havent arrived yet. The rest of the items they have not shipped and nobody answers the phone or email. Many other complaints about them online too. I want them to ship all my items or give me a refund. If they didnt have the inventory to fulfill an order, they shouldnt have taken it.

    • Initial Complaint

      Date:12/11/2022

      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 11/30/22, today is 12/11/22 and I have not received my order. I called customer service to ask what was happening with my order. They told me there are delays and they don't even know when the order will be shipped. I told them this is a gift that I need for this coming Tuesday 12/13 and because they don't know when they are going to send I need to cancel the order. I was told they can not cancel the order and will not refund me. So now I don't have my order and will not get a refund. My order # is *********** and the total is $54.28 How can a company do that? Not send the products and tell me they don't even know when they are going to send it and then tell me they can't cancel the order and give me my money back

    • Initial Complaint

      Date:12/11/2022

      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.
      Placed an order 12/2/22 after seeing an add on ********* Received order confirmation and money was taken from my bank account. Never received a shipping confirmation and no way to track order. Sent emails to customer service, no reply. Tried calling customer service and sat on hold for almost an hour no answer. Went to ******** and everyone is complaining that they never received order or shipping confirmation but they were charged. Cant get a hold of anyone but they are still sending emails daily with sales and taking orders. I just want my items or my money back.

    New York & Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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