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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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    Customer Complaints Summary

    • 2,533 total complaints in the last 3 years.
    • 219 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:11/11/2022

      Type:Delivery 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 October 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 contacted them twice about the status of my order, my email was ignored, and a chat session revealed they were having distribution center issues. Since my order had not been shipped I asked that my order be cancelled, and was met with rudeness and condescending attitudes from the customer service agent and his supervisor. I will never shop with them again.Since they refused to cancel my order, I want a full refund of my purchase for the inconvenience.

      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 order. We have sought additional assistance and found out that there is an issue with a delay happening in our warehouse and her order was affected. Due to the inconvenience that the customer experienced, we did refund her extra shipping charge and tax. On top of it, we also added a discount on her order. We're just waiting for the response from our customer.

       

      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:

      I dont think the response was appropriate for the inconvenience I have experienced. I made those purchases for a specific event, and their delay kept me from receiving my order in time for the intended purpose. Their CSRs were rude and condescending. HORRIFIC experience and I will never shop with them again. 

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:11/10/2022

      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 with expedited shipping in the amount of $168.00 on November 4th. I called their customer service **** last night because the order is still processing. I was told they aren't going to ship until November 15th at the earliest and it will take 2 weeks after that to receive. I asked if I could pay for a higher cost expedited shipping and was told no. I asked to speak to a supervisor and was told no. So, the order I placed for my vacation on November 18th, if it ever does ship, is going to be sitting outside my house in a possible snowstorm for 2 weeks. Unacceptable

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching out!

       

      We received your email in regard to the customer's concern about the status of her order. We tried to contact the customer but she is not available. We send an email stating the status of her order and on top of that, we also processed the refund of her shipping fee charge and shipping tax with a 10% discount that was applied to her order. We're just waiting for the customer's response. 

       

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



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

      Customer Answer

      Date: 12/03/2022

      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:11/09/2022

      Type:Delivery 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 ordered a dress for my daughter for her homecoming dance on 10/29/22 order# ***********. The dance is on 11/22/22. I paid for expedited shipping in case we needed ***************. It was supposed to be here in 3-5 days. Finally on 11/9/22 I called the# provided to find out why the order still says processing and when I could expect it. I was told that there was no way for them to tell me that and I would receive an email when it did ship. When I explained the above. He still said this is customer service and there is no way for them to tell but call when I receive it and he can give me 10%off on my next order.

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

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

       

      Upon reviewing the account, we saw that the order got delivered on delivered on Wednesday, November 09 at 10:51 A.M. at Front Door via *** with a tracking of ******************. As promised by the last representative, we have processed a refund of $7.99 for the shipping fee and provided a coupon code for 10% that the customer can use on their next purchase. We contacted the customer through their phone number but was transferred to an AVR. We send her an email about the refund and the coupon code.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:11/08/2022

      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 a clothing order on October 23. The company charged my card. The product was supposed to be delivered in 5-7 business days. It is November 8 and the items have not been shipped. I called to cancel the order on October 27 when I realized the order had not been shipped and would not arrive on time. I called them and waited on hold for two hours. When I finally talked to someone, they refused to let me cancel. The suit was for a function that has already passed. It has not arrived on time.

      Business Response

      Date: 11/14/2022

      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 already delivered on Wednesday, November 09 at 10:51 A.M. at Front Door via *** Carrier. We tried calling the customer but was only transferred to an AVR. We advised the customer to contact us back once she returned the item so that we can waive the return fee, and for now we have refund her order a $25.40 for the 10% discount on her order.

       

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

      Thanks,

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

    • Initial Complaint

      Date:11/08/2022

      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 purchased a suit from the company online on September 30, 2022. It is now November 8th. The suit has not moved from ************* since October 4th, 2022. I have emailed the company. They say talk to the *******.the ******* says talk to the company. The company then says they can't do anything it's my issue to resolve. I asked for a refund. They refuse because ***************. It is not it has not moved. Nobody can help me I send emails daily no response now from either the company or the carrier. I spent over 150 dollars for a suit for an event that came and past . The transit time stated 14 days maximum. It's been over a month. I'm at a loss I can't call during the day during business hours I work at a hospital. So email to them is easier . I can't dispute with PayPal because it was a pay in 4 spreadable payment. I'm just at a loss. Now I just want a refund I guess.And now the company won't answer my customer complaint emails

      Business Response

      Date: 11/14/2022

      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, we found that the order was already in 1 month delayed, we checked the tracking number of the packaged. ************************** the last update was on October 5, 2022. Since there was no update on the tracking information of the packaged, we have processed a refund of $129.94. We called the customer but was only transferred to an AVR. We send her an email letting her know about the refund and the timeframe of the refund.

       

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


      Thanks,

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

    • Initial Complaint

      Date:11/07/2022

      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.
      New York and Company, lie about their shipping time. They charge for expedited shipping and yet the purchase is stuck in some warehouse for weeks. My order has been pending for over a week, I inquire when it will be delivered and they do not have a time frame as it is pending. I requested a cancellation since they have absolutely no clue when they will ship and was given the run around. One agent stated it cannot be canceled, one stated they have submitted a request for cancellation. It seems they do this to a lot of customers according to the ****** reviews. I just want my order cancelled as they have no clue when I can expect my item. I ordered expedited for a reason and they cant even give me a timeframe as my order is stuck in purgatory.

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching us out!

       

      We have received the email that you sent in regard to the customer's concern about her package being delayed. We tried to contact the customer but were only routed to the **** Since the customer is not available, we just sent an email stating that we processed the refund of her shipping fee and her shipping tax for the amount of $10.59. We also informed her that the refund will take 3-5 business days for it to be processed back to the original payment she used when she placed the order. we're just waiting for the customer's reply to the email that we sent. 

       

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


      Thanks,
      Customer 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:11/06/2022

      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 ordered two coats from New York and company October of 2022 thrpugh afterpay. I didnt hesr anything for a couple fo weeks and read about their lack of sending items timely. I reached out via email and calls to no luck. Their numbers do not work and they did not reply to my email to their customer service. I used the chat feature on their website and spoke to a rep named *****. She cancelled the order apparently and i received an email that it was cancelled. I have proof saying it was. I let Afterpay know as well and they reached out and new york and company will not respond to them. Today, 1 week later after the cancellation,i get a message that my order is being prepared. I again reached out via the chat service and spoke to a rep named ******* who was like nope it is being processed guess you will have to wait an return it. I want my order csncelled . I will never ever order from them again and will tell everyone I know about their deceit.

      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 about the order that she requested for a cancelation but it wasn't canceled. We found out that the reason why the other item wasn't canceled was that the item has been already shipped when the time that the customer was requesting cancelation. On our policy, when the order has been already shipped, we don't have any option anymore to cancel the order. What we suggest to the customer is to return the item and we'll process a full refund. 

       

      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 have determined that my complaint has NOT been resolved because:

      [YouI was told in writing it was cancelled and provided proof. Your business gave me incorrect information and now I am stuck having to return the item when past complaints against the company show that returns are "lost" or never processed. I want more compensation than this.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:11/05/2022

      Type:Delivery 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 online order on 10/20/2022 and was shipped only part of my order (a hat). The packing slip and order status show that the ****** ****** were included in this shipment, but they were not. Instead I received another hat that I did not order (attached is photo of hat that i did not order and the packing slip that it came with). I immediately called customer service, but was on hold for over 45 minutes and nobody ever answered. So I emailed on 10/29, and never got a response. I followed up on 11/4 to that email and have yet to receive a response. I am on the customer service phone line again, and I have been on hold for almost an hour waiting for assistance. I want either a refund or the boots mailed to me. This is the worst customer service I have ever experienced and I have been a customer for over 20 years. I don't know what is going on with your company, but it seems either you don't have enough employees or they aren't doing their jobs. I have never in my life filed a complaint with BBB. But this is ridiculous. And I see that many others have had issues just the past couple of days. Get it together NY&CO or you will be losing all your customers. This is not a sustainable way to run a business.****** ****** ******** Instock size:8 color:BLACK qty:1 Shipping Status:SHIPPED Tracking #****************** order number:*********** Order Placed 10/20/2022 order status :Partially Shipped Tracking #******************

      Business Response

      Date: 11/24/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching out!

       

      We received your email with regard to the customer's concern about the other items from her order hasn't shipped yet. We informed the customer that there was a mechanical issue that happened in our warehouse but had already been worked on by our executive team and informed her also that the other items are already on their way to her address. 

       

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

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

    • Initial Complaint

      Date:11/04/2022

      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 with this company, order *********** when I placed the order on their website and chose the shipping method as I needed the items by a certain date. Their ordering site said I would have the order by 11/4. As of today the order status still says processing. I contact them to inquire why and they say there was a delay with their supplier/shipping and would refund me the cost I paid for shipping. This delay was never communicated to me by the company. I do not want a refund for shipping. I want to cancel the order as I needed the items by a certain date and now I need to go and purchase elsewhere. They told me I can send the order back for a refund once it is delivered. I do not trust this company at all to give me a refund upon me returning the order as I am still trying to get them to acknowledge and process a refund on an order from last month. The service with this company is HORRIBLE now. You have my money. Give me a refund and cancel an order that you have not even processed and shipped yet!

      Business Response

      Date: 11/11/2022

      Hello Better Business Bureau, 

       

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

       

      We have started an investigation process in regard to the customer's email about their order ***********. We found out that the order was already in process and we already shipped the item out to the **** which will be the carrier of her order. With the tracking number of **************************. As a one-time courtesy for the delayed order, we have processed a refund of $6.99 for the shipping fee. We tried calling the customer but the customer's line was busy, we send her an email about the status of her order and the refund that we processed for the amount of $6.99 and the refund timeframe.

       

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

       

      Thanks,

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

      Customer Answer

      Date: 11/14/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, although the matter has been resolved as they finally shipped the order on 11/10  after I filed a complaint someone needs to seriously look into this company and how they are processing orders and also issuing refunds. The delays are horrible  

      Sincerely,

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



       

    • Initial Complaint

      Date:11/04/2022

      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.
      ************* which is a part of **************** charged my credit account with New York and Company a fee for Account Assured that was not authorized. The amount was $37.67. I have repeatedly called since July to have the issue resolved and my money refunded. I have been told that it would be refunded the next billing cycle for the last four months. The refund has not been given. **************** refuse to let me speak to a manager of any sort. I do not understand how they can charge someone incorrectly and not refund the money back for over four months. They claim that it would take two billing cycles for it to show up. It has been four billing cycles. I just want the issue resolved and my money refunded immediately. It is not take them this long to charge me and it does not make any sense that it would take this long to return the money to me. I am certain that I am not the only individual that this being done to. I would like my money returned and a sincere apology for lying.

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching us out!

       

      We have received your email in regards to the customer's concern about the fee coming from New York and Company from her Account Assured. We have made the investigation and we make a three-way call between the customer and one of the supervisors of ************* and found out that the fee should be automatically processed but since it didn't show on her account, one of the supervisors of ************* processed the refund for the amount of $37.67 and promised the customer that it will reflect on her account within 72 hours. 

       

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



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

    New York & Company is NOT a BBB Accredited Business.

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