Online Retailer
New York & CompanyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for New York & Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,533 total complaints in the last 3 years.
- 217 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:12/03/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 am trying to be in contact with this company to ask why my refund is not yet in my debit card , because they received already my return according to the tracking number from **** The return arrived to them on Nov/22/2022. There is not locations in ******** to do physical returns and at the costumer service phone not body answer it, I was more than a hour waiting and never get an answer. This is the order number : *********** or *********** this last one number appear exactly as in my email confirmation order. The item style number is : ********. I am scared to send three more item that I need to rerun cause my money maybe dont back as a return and unfortunately there is not stores at ********. Thank you for your help !.Initial Complaint
Date:12/02/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- 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 11/20/2022 I placed an order for 11 items. On 11/25/2022 (Black Friday) the items went on sale. The items were $1 cheaper. I called customer service and was told I couldnt be given the $11 refund for the price adjustment until I received the items. I called on 11/29/2022 to see why my items had not ship. Explained that it was day 9. That night I received email confirmation that my items had shipped. The items arrived but only 9/11 items were received. I called 12/2/2022 to report that I was missing two items. At that time I was told that they would ship separately. Never was I informed of this until this call. No email or phone conversation. I asked when will the items ship and was told she doesnt know. So now they are holding the refund due to me from the price adjustment and 2 items all while being told that the refund cant happen until all items are received. However they cant tell me when the items will be delivered. I was then hung up on and immediately received an email that my order will ship in two orders but only after I reached out to them. I then called back and ask that they cancel the two items I didnt receive because they can not tell me if or when the items will ship. Then with the cancellation they can refund me the $4.99 for the two items I didnt get plus $9 for the 9 items I did receive. At this point I am now being told they cant cancel the order. They need to see what the warehouse says about the items. All Im asking the company at this point is to just cancel the two items not received and return the funds. I even spoke with someone who is the manager and was told they dont have an option to cancel and refunded. In ***** hours they would know what the warehouse said and at that point they would know if they can cancel. So I guess they can cancel but only under certain conditions. Never have I had a business not be willing to cancel and issue refund until all items were received but no delivery date can be given. I was simply trying to order gifts for a holiday event and now Im short gifts and money.Initial Complaint
Date:12/02/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 news a refund on the tickets that I purchased, I do not plan on using the tickets anymore and need a refund on that date that it was purchased.Price $88.58Initial Complaint
Date:12/02/2022
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- 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 online order with ************** on 11/18/2022 with an expected receive date of 11/30/2022. I also received an email stating receipt within 5-7 business days. The skirt went out of stock shortly after my order was placed. My order has been processing since the 18th, and this companys reps keep telling me that my skirt is in the warehouse, but that they are experiencing higher than normal online orders, which they claim has delayed shipping. I spoke to the same rep on 11/26/2022 who told me that my skirt would ship out the following week. By 12/2/2022 (the following week), the order still had not been received and the order itself still stated processing, so I called again and got the same rep, who told me to call again if the order had not been received by the end of the week. 12/2/2022 (a Friday) IS the end of the week, which I stated, and the rep then said that I should wait another week before calling before promptly hanging up on me. I called back and spoke to a different rep who gave me the same spiel about higher than normal order volumes, but assured me that my skirt would be shipped and that it is at the warehouse just waiting on the mail carrier. There are countless complaints ******************* BBB, etc.) regarding this company taking customers money, refusing to cancel orders once orders are processing, and either never sending the item(s) or only sending empty or partial packages. Im only sad that I didnt know this until after placing my order. I used to shop with NY&CO when they still had brick and mortar stores, so did not think Id have such a poor experience with them. My purpose in lodging this complaint is to encourage this company to do better with their business practices and customer relations. I have learned a very valuable ******* and will be diligent with my research in all companies, even those Ive ordered from before. I would like to receive the skirt I ordered promptly.Customer Answer
Date: 12/27/2022
At this time, I have been contacted directly by ******** & Company regarding complaint ID ********, however my complaint has NOT been resolved because
I received a generic email four weeks after placing and paying for my order stating that it had been cancelled due to the item no longer being in stock, despite my having been told (lied to) several times that the item was packaged and waiting to be picked up by a mail carrier.
I was never directly contacted by any supervisors, although this was promised to me when I called their customer service line.
I am extremely disappointed with the outcome.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer Answer
Date: 01/30/2023
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:12/01/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 clothing from the ** and Company website on August 13, 2022 with a gift card. I then returned the pair of pants I purchased shortly after. On September 28, I received an email from NY&Company saying that my refund was being processed. On Oct. 7, ************************************************************************************************************************************************************** would the refund come in the form of another gift card. That same day I received an answer explaining that I would be receiving the amount of the refund, $39, in the form of a gift card. I was informed of the following:"To set your expectations for Gift Cards, it typically takes 7 to 10 business days for processing the return then it takes 3 to 5 business days for the issuance of the new Gift Cards. You will receive an email notification once the refund has been processed."I had no problem waiting for the processing of the refund, but weeks passed and I received nothing. As of today, December 1, 2022, I still have not received my refund. I have emailed NY&Company repeatedly for an update, and I get no response. I called them today, and was told by an associate that, AGAIN, I would have to wait 3-5 business days for the refund. Another 3-5 business days! He told me if I don't receive it by the end of next week, to call them once again and then it will be presented to a manager to expedite my refund. I told the associate I wanted it to be sent to the attention of the manager NOW, but he said he could not because I have to wait out (AGAIN!) the 3-5 business days.I understand refunds take time, but the fact that they do not reply to my questions is poor practice and unprofessional. I shouldn't have to keep trying to get an answer from them. They responded quickly the first time I wrote to them, but have been ignoring me ever since! Aside from the obvious refund, what I want is to be treated with respect and at least get an answer to my questions.Initial Complaint
Date:12/01/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 for $65.48 on 11/25/22 at 6:00PM EST, realized after checkout that I selected the wrong card when processing PayPal payment. I immediately called ************** and waited 30 minutes on hold for a representative. No response, so at 6:35PM I sent an email to ********************************** stating that I need my order cancelled. I did not receive a reply. On 11/28/22 I called the number again and waited on hold for over an hour - no answer. On 11/30/22 I called again at 10:21PM and waited on hold for 25 minutes - no answer. On 12/1/22 I called customer service at ******* and was connected with *** who took my order number and email - said she would help process the cancellation. In the middle of the call she said she couldn't hear me said she would call me back and hung up. I called customer service again at ******* and spoke with *** who said they "cannot cancel or modify any orders at any point of the process". I hung up, called again a few minutes later and spoke with a woman who told me that she cannot cancel my order and that I should receive the items and send them back. I told her the payment method cannot be charged and requested to speak with her supervisor. She put me on hold, returned to say that all supervisors were in a meeting and unable to speak with me, but they would call me. I told her I needed this order canceled immediately. She kept repeating that "they will tell me the same info: an order cannot be canceled". I hung up. I called a few minutes later again, spoke with a gentleman who told me they cannot cancel an order, but I asked him to connect me with a supervisor. He returned to say all supervisors were in a meeting and my package was now ready for pickup/no longer processing. I hung up. My account shows it is still processing and the charge had not yet hit my account as of 12/1/22 12:51 PM. Then *** replied to my email without a resolution. I still need this order CANCELLED IMMEDIATELY and for my trouble, I expect a full refund.Customer Answer
Date: 12/26/2022
Better Business Bureau:
At this time, I have not been contacted by ******** & Company regarding complaint ID ********.
Sincerely,
***********************************Initial Complaint
Date:11/30/2022
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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 an item from website on 11/6/22. Order has not shipped. Was paid for through Afterpay and my bank account is being charged for item I have not received and has not shipped. Keep getting told from customer service nothing they can do and wait to receive item even though its been almost a month and it hasnt been shipped and Im being charged.Customer Answer
Date: 12/25/2022
Better Business Bureau:
At this time, I have not been contacted by ******** & Company regarding complaint ID ********. I was able to get my money back by another means.
Sincerely,
*************************Initial Complaint
Date:11/30/2022
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- 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 have a merchandise/store credit balance on a card but unable to use it. The card states it can only be used in store, but the business no longer have stores in my area (they are online). The card also sates the balance never expires or service charge. When I called the number on the back of the card (gift card services) they could not help and gave me another number the operator said was the corporate office ***************). When I called that number, I could not reach anyone and am not sure it was the corporate office at all. I called a couple of other numbers I found on the internet, to no avail.Customer Answer
Date: 12/26/2022
Better Business Bureau:
At this time, I have not been contacted by ******** & Company regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
Date:11/29/2022
Type:Delivery IssuesStatus:UnansweredMore info
Complaint statuses
- 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 Oct 11, 2022 I place an order! Out the order I wore a pair of pants received. I was them and all the thread came out, which I have washed all my pieces from ***! I called and spoke with a rep name ***** and was told they were not suppose to be washed! I looked at the tag in the pants and it said wash on cold wash. I explained that to her after she lied and she was very rude. Told me all the managers and supervisors were in a meeting and I could not speak with anyone else. I have ordered several items from *** and I have washed them! If they not going to honor there products and stand behind the quality then make sure inspections on items are passed! Im very disappointed cause I spend a lot of money with this company and you mean to tell me you cant replace a pair of pants that all the thread came out. Hospitality and customer service have really gone down the drain this day in time! All I want is another pair of pants and I can definitely sends these back! I wouldnt be waistline my time or yours is I was satisfied with your product.Initial Complaint
Date:11/29/2022
Type:Product IssuesStatus:UnansweredMore info
Complaint statuses
- 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 have not received my refund for order ***********. I returned some boots on 11/15/22 and NY&CO received the item 11/21/22. I was told by customer service to allow 3 to 5 days for the refund $64.97 without tax. Here is the *** tracking ******************.
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