Complaints

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

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New York & Company has 155 locations, listed below.

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• 

  New York & Company

  330 West 34th Street New York, NY 10001-2406

• 

  New York & Co

  2300 N Salisbury Blvd Centre of Salisbury Salisbury, MD 21804

• 

  New York & Company

  2038 Fox Valley Ctr Aurora, IL 60504

• 

  New York & Company

  Fashion Fair Shopping Fresno, CA 93710

• 

  New York & Company

  4670 Merchants Park Cir # Sp650 Collierville, TN 38017-9130

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.

• Initial Complaint

  Date:11/27/2022

  Type:Delivery Issues
  Status:

  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 two weeks! I have tried, and been very unsuccessful with getting this order cancelled. It's been almost 2 weeks, and they are refusing to cancel and return my money! Order number is ************ I paid for expedited shipping. I called multiple times and they said that the order was processed, when I asked the customer service rep for a tracking number, she stated there isnt a tracking g number yet and that I will receive an email. I still have yet to receive a tracking number at this point. They wont let me cancel the order. I just want my money returned to my card.

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  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 several orders the week of 10/10/22. The first one came with no problem. Rhe second and third, not so much. The second order had items missing and one of my shirts smelled mildew. While complaining about the foul smell I noticed another order had not shipped out yet. I was told it was on the way. So piece by piece the last two orders were mailed out. I notice after 3 weeks, one item never came. I called andctold them I was charged but never received the sweater. I was told the items was canceled because it was out of stock. I said fine, refund me the money back to my account. I was told someone would call back to help me receive the funds. Two weeks later I called back and after explaining the situation was told a manager/supervisor was not around and I would get a return call. Called back today, was put on hold for an hour to find a supervisor and once again told he could not help and after holding ANOTHER hour I was promised a call back later today. This is unacceptable, I just want my money back ooorrr something shipped out to cover the credit. I know the company is going through changes but keeping people money or not solving simple issues are disappointing...please help, I just want my money back.

• Initial Complaint

  Date:11/22/2022

  Type:Order Issues
  Status:

  AnsweredMore 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 items on 11/17 and they were received today. My total order was $204. 98. When I received my order, the *** bag was completely bust open on my porch and some of my items were damaged. I called customer service and spoke to a supervisor name *****. He informed me that they did not have a replacement option and the only way to get my clothing in the time I needed it, I have to purchase my items again in a new transaction. I offered to send back the damage items and he mentioned that the only thing that he could do was as a courtesy, he would not charge me shipping to send back the damaged items. I would like the damage items to be sent to me in a timely manner and I will send back the damage items without being charged for it.

  Business Response

  Date: 11/29/2022

  Hello Better Business Bureau,

   

  Thank you for reaching out! 

   

  We have received your email in regard to the customer's complaint about their order number ***********. We have reviewed the account, and we decided to refund the customer for the item that was damaged amounting of $21.19. We tried calling the customer but were transferred to an automated voice messaging. We send her an email to let her know about the refund amount and that we will not require her to return the item. 

   

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

   

  Thanks,

  Service Specialist | ******** & Company

• Initial Complaint

  Date:11/22/2022

  Type:Delivery Issues
  Status:

  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 ordered items and paid extra for quick shipping, order # ***********. I ah e been trying for days, now that my item still hasn't actually shipped on the last day that is should have been delivered to get someone to address where my order is and the customer service is lacking at best. I've been told to just wait, that it shipped, that it would be here on time. So, I've waited. Now tonight I am told well there are delays. That is unacceptable. I needed theses items for the time in which I paid for them. This company has taken my money but has advertised falsely and engaged in bait and switch tactics. I had to fight and fight to get what they promise will be a refund on shipping, but I don't find that acceptable recompense given the time I've waisted,the fact that I am now going to have to look elsewhere, that they have stolen from me. Taken money under false pretenses. I have asked for supervisors and been refused by customer service. I have a credit card with this company that I have had for years, how is this how you treat a customer??I think at this time I should not only be refunded for my shipping but for the order in general. You failed to deliver as advised despite taking my money. The least you could do at this time if anyone at that company actually cares at all about customer service is compensate me for the time and frustration and lack of the items I paid for.

  Customer Answer

  Date: 12/17/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by ******** & Company regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  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 signed up for a clothing rental program through ** and *** in June, called Closet Rental. I decided to cancel after the first month, but they are still taking the ***** from my account. I have not received anymore clothes either. I have called the main number and every time they tell me the rental is a separate department and they give me a phone number and email to contact them. I have left numerous emails and voice mails but no one has responded to me in over 4 months. I called the main number again today. Again they told me I had to contact the rental department. I asked them to contact them for me since I have received no response from them. I stated what they were doing is probably illegal. I immediately got hung up on.

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by ******** & Company regarding complaint ID ********  and they have taken money from my account again this month. 
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  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.

  Returned item, refund still not received.Supporting information has been uploaded.ORDER: ***********

  Business Response

  Date: 11/24/2022

  Hello Better Business Bureau, 

   

  Thank you so much for reaching out!

   

  We received your email with r1egard to the customer's concern about her refund. We tried to contact the customer but she was unavailable and we were only routed to an automated voice message, we just leave a voice message and informed the customer that we already did process her return and the refund was already posted. We also informed her about the refund breakdown through email. We're just waiting for the customer's response to our email if she has further questions we can assist her. 

   

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

  
  
  Thanks,
  Service Specialist | ******** & Company
  
  

  Customer Answer

  Date: 11/29/2022

  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:11/15/2022

  Type:Delivery Issues
  Status:

  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.

  Ordered slacks from here. 2 of the 3 pair the seams are coming apart after 2 wears. Company refused return or exchange for faulty clothing. They told me I could return them, but there would be no refund. Then offered me a discount if I purchased them again.

  Customer Answer

  Date: 12/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by ******** & Company regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  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 order over a week ago! I have tried, and been very unsuccessful with getting this order cancelled. It's been almost 2 weeks, and they are refusing to cancel and return my money! Order number is ***********

  Business Response

  Date: 11/15/2022

  Hello Better Business Bureau,

   

  Thank you for reaching out! We have received your email in regard to the customer's complaint about their order ***********.

   

  Upon reviewing their account, the order was still on "Pending" status. We tried calling the customer to her phone number to discuss our cancelation policy and shipping policy since we can't cancel an order. We educated the customer that once the order has been placed, we can't cancel it anymore and our delivery timeframe for our Economy shipping method is 7 to 9 business days once she received our shipping email that will be sent out. We advised the customer that once she received the order and decided that she still wants to return it, we can waive the return fee for $6.95 and we will give her a 10% discount refund on her order, all she needs to do is to call us back once she returned it.

   

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

   

  Thanks,

  Service Specialist | ******** & Company

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] I have not received a call, and there's nothing to discuss! I'm asking they refund my card and cancel this order! I've since ordered 2 items, and received them. This order is still processing, and it's been nearly 2 weeks. I want my card refunded, and this order cancelled.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 11/16/2022

  Hello Better Business Bureau,
  
  
  Thank you for reaching out! We have received your email in regard to the customer's complaint about their order ***********.
  
  
  Upon reviewing their account, the order was still on "Pending" status. We tried calling the customer to her phone number to discuss her order but we can't reach her out. We checked her order history and we found out that her order history is very good. We just gave her the whole refund of her order for $60.46. We send her an email to let her know about the refund amount and the refund timeframe.
  
  
  If you have any questions, please reply to this email!
  
  
  Thanks,
  Service Specialist | ******** & Company

  Customer Answer

  Date: 11/18/2022

  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:11/14/2022

  Type:Product Issues
  Status:

  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.

  On October 13, 2022 I attempted to use my merchandise credit ($52.67) and a gift card ($40.00) for a purchase I was making online. These "never expire." However, the system wouldn't accept either. I tried chatting with customer service rep ******* ****** insisted I speak with ************** the handler of the NY&Co credit card, even though this was not a credit card issue. I followed his direction and was told by Comenity that they handle only credit card issues. She transferred me back to NY&Co customer service and a ***** or ****** answered. He couldn't make the cards go through either. After a long hold, he told me his supervisor suggested that I make the purchase using my debit card. He then said when I receive the items I should return them at which time a new merchandise credit would be issued and he "promised" that the $92.67 he couldn't make work would be added to the new return credit, i.e., buy earrings for $10, then return them for a credit of $10 and they'd then add the $92.67 for a total of $102.67. When I said that made no sense and I had no proof that the $92.67 would be added to the "new" credit, he told me he made the notes to my account and again promised the credit would be for the full new purchase plus the not working $92.67. I asked why he wouldn't just issue the credit to me right then and there, he said his supervisor said he couldn't. I asked to speak with his supervisor, was placed on a long hold, then told the supervisor would call me back. I asked to hold instead and the call "disconnected." Nobody called back. On 10/13 I sent an email to customer service, then again on 10/17. ****** responded 10/18 asking for a photo of the cards. I replied and got no answer. I sent 4 follow up emails - no response. I also emailed ****** ******, their parent company, no response. I simply want my $92.67 credit THAT NEVER EXPIRES to work. (see attachment)

  Business Response

  Date: 11/15/2022

  Hello Better Business Bureau,

   

  Thank you so much for reaching out!

   

  We received your email with regard to the customer's concern with her merchandise credit and her gift card. We advised the customer that merchandise credit is no longer valid by the time we transition from having physical stores to online purchasing. As compensation for the inconvenience that the customer experience and as a replacement for the gift card, we did provide a code amounting to $75.00 which has an expiration date on July 08, 2023. 

   

  If you have any questions, please reply to this email!
  
  Thanks,
  Service Specialist | ******** & Company
  

  Customer Answer

  Date: 11/16/2022

  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.
  
   

  After filing my complaint ID@******** with the BBB yesterday, I received an email response from the company today, wherein they issued a $75.00 credit to me.  While it is not the original amount, I accept this resolution.  

   

  Thank you for your assistance in this matter. 

   

  ***** ***** 

   
  
  
   
  
  

• Initial Complaint

  Date:11/13/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 contact New York and Company on my order #: *********** placed on 11/8/2022, and why it is still In Process, even though I paid for standard 5-7 shipping. I should be receiving my order by 11/17, but it has not even shipped yet. I have called multiple times to get an understanding of why my order is taking so long to process, and have gotten little to no answers. The first time I attempted to see whats happening, I was told the warehouse has received my order and we are just waiting for the items to be packaged. The second attempt, from this morning, I was told they are now having issues with the shipping carrier. I wanted to cancel my order during this phone call, since the items Ive purchased will not arrive in time for an event I need them for, which is on 11/18. I was told I could not cancel the order either and that the system has locked them out of cancelling, and I will have to call in for a refund-but only when I receive my items. At the point, I dont know if Ill ever receive my items at all , especially if no one can even give me a straight answer on when theyll even ship.

  Business Response

  Date: 11/15/2022

  Hello Better Business Bureau,

   

  Thank you for reaching out! We have received your email in regards to the customer's complaint about their order.

   

  Upon reviewing their account, we saw that the order was still on pending status. We contacted the customer but she wasn't able to answer our call. We send her an email about our shipping policy and we assured the customer that we will take card of her package and prioritized it. We advised her that once the order shipped out, she needs to contact us back so that we will refund her shipping fee of $9.99 for the delay.

   

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

   

  Thanks,

  Service Specialist | ******** & Company

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When ******** & Company called, I spoke briefly with the representative then the call dropped unexpectedly.
  I attempted to call the number back but could get through to the representative who called.
  

  I have started getting shipping notifications for the items I ordered.
  with 3 of the 12 items, the tracking numbers Ive been given are not true tracking numbers. 
  They are not *** or ***** tracking number, so I am unable to track these items. 
  

  I would like to keep this issue open, until I receive all the items Ive purchased.
  

  Thank you.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************