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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.
    • 218 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:06/14/2024

      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 12/18/2023 - I ordered four (4) pairs of pants total was $65.72. I received notification that the order was on its way On 12/22/2023 - I received notification that the order was it way as Order #********* Two of the items were a gift - they did not fit correctly - so I started a return for two (2) pairs . On 01/29/2024 received this: Your return was delivered via NEWGISTICS on Jan 29th, 2024. Due to a high volume of orders, we are experiencing a delay in processing returns. Please allow additional time to receive your refund. Original return $32.86 - $9.95 handling fee so total I was to receive is $22.91. (have email confirming this).on 02/03/2024 I received an e-mail stating: Due to an unexpectedly high volume of orders, we are currently facing challenges in promptly processing returns. Your return was delivered via NEWGISTICS on Jan 29th, 2024. on 02/13/2024 I received another e-mail stating: ORDER ******** We're Still Processing Your Refund Your return was delivered via NEWGISTICS on Jan 29th, 2024. We are still experiencing a delay in processing returns. Please allow up to 41 days to receive an email confirmation once the process is complete.on 04/02/2024 _ i sent an e-mail asking about the refund - no response on 04/22/2024 - Again I sent an e-mail asking about the refund - no response on 05/23/2024 - again I sent another e-mail asking about the refund - no response on 06/14/2024 - sent yet another e-mail

      Customer Answer

      Date: 07/10/2024

      Better Business Bureau:

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

      I received an email from New York & Company on July 3, 2024.

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


      Sincerely,

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

    • Initial Complaint

      Date:06/14/2024

      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 a fairly large order on 6.12.2024 around 1:00am Est . I paid EXTRA for 3 day shipping. My order has yet to be shipped out. I habe emailed several times and called. No one responds or answers. I want my items I paid FOR and not in a month...now! I also want the buisness to actually contact me .

    • Initial Complaint

      Date:06/12/2024

      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 purchased 2 items, (jeans and shorts), on May 28th 2024. I paid $49.31.The order number is ********. I received confirmation that the order was received the same day. I chose Economy shipping which was listed as 5-8 days. I have not received anything. I have tried to reach out via email twice, (June 10th and 12th), to inquire when it will be shipped and have never received a response gotten no response. When I check the status online it just says that the label has been created but it has not shipped. I have also tried to call, but every number listed that I have called, does not go thru.

      Customer Answer

      Date: 06/21/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:06/12/2024

      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 on May 25, 2024. It has been over two weeks, and I have not received a shipping date or my package. Based on previous orders, I would have expected to receive my package by now. I have sent two emails without receiving a response, and when I call **************, no one ever answers.I am upset because my purchase has been paid in full, and while there was no issue with taking my money, there seems to be a problem with sending my product. It is very unprofessional for such a prestigious business to have poor customer service. I have included documentation to support all my claims.

    • Initial Complaint

      Date:06/12/2024

      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.
      On June 4, 2024, I ordered two dresses online from New York and Company. I paid extra to have my order expedited so it would arrive before I moved out of state. I waited a few days and never received an order status update or shipping information. I tried calling this company but there's no customer service support for online orders. I sent an email on June 7, *********************************************** the email, I requested for my order to be canceled and to receive a full refund. I was informed that they were unable to fulfill my request because 'unforeseen delay in processing your order, which has resulted in it not being fulfilled within the expected timeframe. ' They were unable to cancel my order because it was being processed. I waited a few days but I never received a tracking shipment email or any updates about my order. On June 10, 2024, I emailed the help desk again and asked for a tracking number to track the package. They were unable to provide one because they were still processing my order. I requested to speak with a manager twice through our email correspondences and they ignored my request and then they stopped responding to my emails. I have notbheard back from this company after I requested to speak to someone. I still haven't received an update on my order. I need to cancel my order because I'm moving out of state and this package won't arrive prior to my relocation. I explained this to the help desk but i received no help. I paid for a faster delivery to avoid this situation but unfortunately this company has a history of shipping and customer service complaints and issues. I wish I would've read the reviews prior to ordering from them. I've tried resolving this issue with this company, however, they stopped responding to my emails. I'm requesting my order be canceled and I receive a full refund. I included pictures of my emails, what I ordered and the expedited shipping charge. Thank you for your assistance with this matter.

      Customer Answer

      Date: 07/07/2024

      Better Business Bureau:

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

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


      Sincerely,

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

    • Initial Complaint

      Date:06/11/2024

      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.
      I ordered a product on May 26th they created the label on the 30th. I have not received my products. I called 11 times and emailed once no one has gotten back to me. I found a number to their credit card company and the man gave me two number one didnt work and the other was for a medical alert button. It has been thousands of women going through the same issue and having to request refunds through there bank! Because they cannot get ahold of anyone and cant process refunds through the company. The *** who retired in 2020 made an instagram post for the customers telling them he is no longer working there and cannot help us. Apparently ********************* or the ****** group is running things and scamming its customers!

    • Initial Complaint

      Date:06/11/2024

      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.
      Never received item. Have tried to call twice. No response. Their email customer service is not working

      Customer Answer

      Date: 07/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:06/11/2024

      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.
      I purchased a top on December 3, 2023 for the amount of $43.10. I received the item but it didn't fit so I sent it back. I received confirmation that they received the item on January 26, 2024 and would be issuing a refund. After not receiving it, I attempted to contact customer support through multiple channels (several emails, calling which just goes to voicemail, texting as their voicemail prompt asks to do and through Instagram) in April. After about 10 tries to get in touch with someone, I finally received an email back. No information was given, it simply said they apologize for the inconvenience and they'll look into it. I followed up again in May and got the same canned response. I followed up again in June and received the same response again. They do not provide any information as to what's going on or will it will be processed. They only say they're sorry and they'll follow up with the warehouse. They never replied to my last email asking for more information. I just want my money back. It's unfair that a company can charge the card so quickly but fail to provide refunds when the item has been returned.

      Customer Answer

      Date: 07/01/2024

      Better Business Bureau:

      This is in reference to complaint ID ********. The company finally issued my refund after 5 months, and I find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:06/11/2024

      Type:Customer Service 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 my order on March 18,2024 and it is June 11 2024 and I still do not have my package. The tracking for this was last updated on April 4, 2024. I have called and emailed this company around 20 times and they will not answer anything. I would like a refund for the amount that I paid them.

    • Initial Complaint

      Date:06/11/2024

      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.
      Submitted order on May 26, 2024 for 2 ******* high waisted pull on pants. I received my confirmation on the same day with a shipment tracking link. The email noted that "We're getting your order ready to be shipped. We will notify you when it has been sent." Tracking link states only that a label has been created, items have not shipped. On June 7 I emailed ******************************* asking for status. To which they replied "Please rest assured that we are actively investigating the matter to prevent such occurrences in the future. To rectify this situation, we are expediting the processing of your order and ensuring that it reaches you at the earliest possible time." Tracking link still shows the same status, items have not shipped. At this point I just want the $30.88 restored to my card.

      Customer Answer

      Date: 06/19/2024

      Better Business Bureau:

      I did no receive a response from the business in reference to complaint ID ********. The package was was delivered finally. I find that this satisfactorily resolves the matter. 

      Sincerely,

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



       

    New York & Company is NOT a BBB Accredited Business.

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