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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

    • 2,532 total complaints in the last 3 years.
    • 210 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.

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    Complaint status

    Complaint type

    • 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.
      Date of transactions: 11/18/2022 11/19/2022 Order numbers: ORDER NUMBER: *********** ORDER NUMBER: *********** Problem:I have not received my complete orders. One has partially shipped because I received the shirt. The other remains in processing status. Actions I have taken: Called and used the website chat function numerous times. I was reassured the inventory was on hand. I was told I would have my orders the first week of December. I've emailed with no response. I've sent messages on social media requesting a response because NY&C disabled their chat function, and I was waiting for over an hour on the phone.This is the response I received: Were very sorry for the delays you have encountered with the processing of your order. Unfortunately, at this time we are not able to give you an estimated date when your order will dispatch because of the unprecedented number of orders received further complicated with internal system issues. We will note your account and issue a 10% refund on this order plus a refund any shipping fees associated with this order. This refund will be processed once the order is listed as fulfilled in our system. We will need your order number and email address to pull your order, if you can please provide it. We know this is not the news you want to hear, but please bear with us while we work through the issues.Resolution: A 10% refund plus shipping does not seem ethical. The only thing I want is the product.

      Customer Answer

      Date: 01/05/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/11/2022

      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.
      Placed an order with this company on 11/28.Order #*********** ***************** Had not received order. Checked status online. Showed not processed. Called company, no answer after 40 minutes. Reached out to agent in chat. Agent said showing processed and order will be received in 5 to 7 days. No order received. Checked status again. Still showing not processed. Checked company social media. Many customers are having same issues with the company. They are not fulfilling orders, still running the same promotion and allowing orders to be taken with no plan to get items to the customer. This seems very unethical. Plus, items that have already been ordered are running out of stock so there is no way to receive what has been ordered.

      Customer Answer

      Date: 01/05/2023

      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:12/10/2022

      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.
      I ordered shoes from this company on Nov. 27 and when the item wasnt shipped within a few days, I sent a message via chat to cancel. I was told they couldnt since it was still within the estimated date of arrival, December 8th. I waited and sent a message today, December 10th, and was given multiple reasons why my items havent shipped including having a small window to cancel that I was outside of. Then I was told there are issues with the supplier. I asked to chat with a manager and was told all the managers are in meetings at 4:57 PM EST. The only resolution they offer is to return it once I get the items, but I have to pay for returns. The company is trying to guarantee money by allowing purchasing to continue on items they dont have without notifying the consumer, denying cancellation even though the orders have not been processed and then charging for returns.

    • Initial Complaint

      Date:12/10/2022

      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 made a purchase online from ***** and was given a delivery date which has now passed and was not met. I contacted the retailer via email and using the app's live chat to have them cancel this order but apparently they can't and will not. They haven't shipped anything out and don't have any shipping information and can't give me a date on when I will receive this. They want me to wait weeks or longer until I receive the order then request a return and ship everything back but I will have to pay a refund fee. This is plain extortion, they are ripping people off. How can they not be a to cancel an order when clearly they don't even have any shipping information. This is illegal and people shouldn't be ripped off. I tried to escalate this to a superior within the company and they basically said that they would tell me the same thing and that nobody can cancel any orders after they have been placed. I've never heard of such a thing. This is illegitimate and I refuse to have my money being held hostage without any merchandise that I ordered. I want my refund and will also look into resolving this with my CC company.

    • Initial Complaint

      Date:12/10/2022

      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.
      Ordered 3 items from ******** on November 28, 2022. There fine print states order will be shipped within 5-7 days. I needed it by December 9 for my Adopt A Family donation. I called and emailed numerous times to check status and they consistently tell me it is processing. Finally, I asked them to cancel and they refuse stating that once it is in system, they cannot change/update. It has now been 12 days and still not notification that it has shipped and no way to cancel. I feel as if my order fell into some black hole vortex. I checked reviews for this company and they are all one star or less with very similar experiences as mine. Please, please address this.Let me know if you need any more information from me. Thank you

    • Initial Complaint

      Date:12/10/2022

      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.
      On 11/29/2022 I ordered clothing from New York and Company online. I paid for the expedited shipping to receive my items quicker. I received an email the same day confirming my purchase that reads as follows;ORDER CONFIRMATION Hi ********* ,Thank you for shopping with New York & Company! Your order should arrive in approximately 5-7 business days or sooner if an expedited delivery method was selected. If you ordered several items, we might send them in separate packages to ensure quicker service. However, you won't be charged extra shipping fees for this added service.Be on the lookout for a shipping confirmation email it's coming soon!Its been 10 days and I still have not received a shipping email. I have reached out several times both on chat and phone and have been given the same response which is, my order is in the final processing stages, I cant cancel my items because they are processing but once I receive them I can return them. I just want my items to ship, I understand shipping delays due to high volume but this is not what you convey in your order confirmation email. I would like my order to be shipped in the advertised delivery window which I was charged for or have the option to cancel if the company is unable to complete the order in a timely manner.

    • Initial Complaint

      Date:12/09/2022

      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.
      I placed an order on November 27, 2022. In the order the company promised by written statement that my items would arrive in 5-7 business days. It has now been 10 business days and the order hasnt shipped. I have contacted the company 3 separate times Ive been told that because they have so many orders they do not know when my order will be shipped. They cannot even promise it will be within the next week, month, etc. literally they have no idea. So they are keeping my money with no offers of refunds, faster shipping, or any anticipated ship dates. I made these purchases specifically in their holiday collection to wear for holiday parties and now I will not have the items for those purposes even though that is what the items are marketed for. I feel mislead and taken advantage of by NY&C. *** asked repeatedly for estimated ship dates and have been denied any information and told all three times that they do not know. They took my money for goods and promised a delivery date range, did not fulfill their end of this agreement and have no idea when that will happen and are keeping my money. When I asked about a refund they said I could send the order back when I receive it, less a $6.95 return fee. I dont know what can be done about this, but its terrible service at the least. Buyer beware to anyone considering making a purchase from this company.

    • Initial Complaint

      Date:12/09/2022

      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 purchased from New York and Company on 11/26/2022. Order Number is ************Today is 12/09/2022 and the order still has not shipped. I contacted customer service via email and did not get a response. I called customer service and sat on hold for close to an hour to first be told that I would received my order by 12/08/2022. Today is 12/09/2022 and I have not received my items so I called again and sat on hold for 1 1/2 hours to be told that they are experiencing delays with their shipping carrier. The items I ordered are Christmas gifts and today I have been told that they may not arrive by Christmas due to them also receiving a high volume of orders. I was also told that I can no longer cancel the order because it has been "prepared". If the item has not been picked up by the shipping courier. Makes NO SENSE. I wish I would have googled this issue before purchasing because there are absolutely no warnings or advisement of shipping delays on their website. This is very disappointing.

    • Initial Complaint

      Date:12/09/2022

      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.
      Re: order # ***********. Item was ordered and returned due to incorrect sizing. I contacted the company and requested shipping costs reimbursed as well due to reason for return being item size was misrepresented on website. Company agreed to refund shipping costs and cost of item. Shipping cost was refunded but only partial refund was received of $9 and not full refund of $14.98. I reached out to the company via email for assistance and no response was received. I would like a full refund as promised since item was returned in new condition with tags attached.

      Customer Answer

      Date: 01/03/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2022

      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.
      I placed an order on November 29, ************************************************************* 5-7 business days or sooner however, as of today (December 9, 2022), the order has not shipped and no tracking has been provided. I have contacted customer service twice and received no information or estimated shipping date. They refused to cancel or refund the order despite it not being shipped by the expected arrival date.

    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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