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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/04/2022

      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 with NY and Company on October 23rd. After not having received a shipping notification, I checked my order status online in November 2nd and November 3rd. Both times, the order status reflected as processing and the tracking reflected as not yet available. I called customer service twice about this and they were absolutely no help. They simple repeated what I wrote above. One did tell me there was an issue with the manufacturer. Neither would allow me to cancel my order. Both stated they do not know when I can expect to receive my order. I feel like this company is scamming their customers. I am sorry I chose to spend my time and money with this company. At this point, I want to receive a notification that my order shipped, or I want my ordered cancelled and a full refund. Please help me!!

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

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

       

      We have made an investigation process about their order #***********. We found out that the order was being shipped out in a different packages. The other package was already delivered on November 10th, while the other package was on its way to the customer. We called the customer to let them know about what happened on the order and gave a 10% discount on the order. We have processed a refund of $7.73 for the discount and informed her about the refund timeframe. We also send her an email about the refund so that the customer will have a reference.

       

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

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

    • Initial Complaint

      Date:11/03/2022

      Type:Sales and Advertising 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 returned an item from an order using the label NY&Co provided in my shipment. The item was delivered back to them on 10/28. There was no email confirmation sent that they received the return and it was being processed. I have emailed them 3 times to request they acknowledge they have the item that was returned and are processing the refund. Which was their process in the past but customer service with this ********************** is really bad now.

      Business Response

      Date: 11/30/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching out! 

       

      We received your email with regard to the customer's concern about her refund for her returned items. We tried to contact the customer through her phone number but we are only routed to an IVR. We just sent instead an email stating that her refund was issued on November 08, 2022, with an amount of $31.64 (Return-Label Fee $6.95 Deducted). However, PayPal rejected the refund so we did inform the customer to contact PayPal because that was already out of our control how PayPal can issue the refund that we processed. 

       

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

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

    • Initial Complaint

      Date:11/03/2022

      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 an order on 10/20/2022 and have not received any correspondence regarding the status of my order. I paid for standard shipping and was promised my item in 5-7 business days. I reached out to ************** & was told my item was about to be shipped on 10/29/2022, but it has not & I have not received anything back from them regarding my inquiries. I paid for my item in full & was never notified they werent able to fulfill my order.

      Business Response

      Date: 11/09/2022

       

      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 and order, we found out that the order was already tagged as Delivered on November 3, 2022, with the tracking number of **************************. Since there was a delayed on the order we tried calling the customer to check if they already receive it but were only transferred to an AVR. As promised by the last representatives. We have processed a refund of $5.99 for the shipping fee. We send an email to the customer to let them know about their order status, refund amount and timeframe.


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


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

    • Initial Complaint

      Date:11/02/2022

      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.
      I placed an order # *********** on 10/16/22 and selected express shipping. As of today I still havent received my order. Im being told its a back up at the warehouse . I asked to cancel my order and theyre refusing to cancel my order because they said because the order is processing it cant be cancelled. Ive been waiting 3 weeks so far.

      Business Response

      Date: 11/09/2022

       

      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 and order, we found out that the order was already tagged as Delivered on November 7, 2022, with the tracking number of *************************** Since there was a delayed on the order we tried calling the customer to check if they already receive it but were only transferred to an AVR. As promised by the last representatives. We have processed a refund of $7.99 for the shipping fee. We send an email to the customer to let them know about their order status, refund amount and timeframe.

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

      Thanks,

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

      Customer Answer

      Date: 11/10/2022

      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:11/02/2022

      Type:Customer Service 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 items from this company on October 15, 2022 with an extra charge for the item to come 7-5 Buisness days. Its November 1, 2022 and my order has not arrived. They have not given me any idea when my order will be shipped yet theyve been paid. I would like to get my money back and cancel the order but they wont do that.

      Business Response

      Date: 11/09/2022

      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 and order, we found out that the order was already tagged as Delivered on November 3 and November 4, 2022, with the tracking number of ****************** and ******************. Since there was a delayed on the order we tried calling the customer to check if they already receive it but were only transferred to an AVR. As promised by the last supervisor. We have processed a refund of $7.99 for the shipping fee. We send an email to the customer to let them know about their order status, refund amount and timeframe.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/31/2022

      Type:Sales and Advertising 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 October 19, 2022. The order was confirmed, all items were in stock. The email indicated Id receive tracking info shortly and that the order but the order has remained in process since. I have reached out on social media where several customers were lamenting similar issues. Orders remain process. I posted twice asking for assistance as they were responding through social media and received no response. 10/31 I called and asked for an update on my order. The *** asked if they could place me on hold, as they looked into my order. I waited about 10 minutes, the call was then disconnected. While speaking to the ***, he indicated he was having trouble hearing me, which was unsurprising as there was a ton of background noise including a television blasting. There is a major problem, they are unresponsive and unwilling to assist customers.

      Business Response

      Date: 11/09/2022

      Hello Better Business Bureau,

       

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

       

      We have started an investigation process in regards to her concern. We have found out that we are not seeing any conversation history of the customer to us. We tried calling her on the phone number associated on her account but were only transferred to an AVR. We left a message asking her to call us back to better assist her, we also send an email to her email address so that they will received it with the tracking number and information about the order. 

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/31/2022

      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 (order # ***********) on October 19, 2022, for the amount of $106.39, which includes $7.99 for standard shipping. Per the order confirmation email, I received from New York & Company I was due to receive my items in 5-7 business days. Upon checking my order status online I realized my items were still in the processing stage on October 27, 2022, so I reached out to the company to get an update. During our conversation on October 27, 2022, I was told that my order was at the warehouse ready to be shipped and I should receive my items by the deadline of 5-7 business days. I explained to the representative that I needed the items for an event on October 29, 2022. I was told to call back if I didn't receive my item by the 29th. On October 31, 2022, I checked the status of my order again and it was still in the processing stage. I then called and requested my order be cancelled because I no longer needed them. The representative informed me that the order can not be cancelled and I would have to send the items back after they were delivered. I am requesting that my order be cancelled immediately because the items were not delivered by the date promised and I no longer need the items since my event has passed.

      Business Response

      Date: 11/09/2022

      Hello Better Business Bureau,

       

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

      We started an investigation process in regards to the customer's order ***********. We track the package using **** website ************************68 and the order got Delivered at Front Door/Porch on November 8, 2022. Since there was a delay on the packaged, we have processed a refund of $7.99 back to their original payment method for the shipping fee. We tried calling the customer but were transferred to an automated voice recording. We send her an email letting her know about the status of the order and the refund amount and timeframe.

       

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

       

      Thanks,

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

       

       

    • Initial Complaint

      Date:10/29/2022

      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 3 items from their online store on 10/14/2021, order ***********. I ordered one pair of boots, one coat and one dress. I called on 10/24/2022 to try and figure out why my order was still processing and not shipped out to my address. I was informed by customer service that my order is almost done being processed and should be shipped out in about 2-3 business days. I then get a notification stating that my order was shipped on 10/26/2022. I received 1 out of 3 items that I purchased on 10/28/2022, which didnt make sense to me. It was only the boots that I received. I called customer service yet again for order *********** on 10/29/2022 and was informed that there would be a delay on shipping my purchased items and to wait ANOTHER 2 WEEKS which makes it a whole month that I would have to wait to receive my complete order????? How is that acceptable?????? So I decided to do my research on this particular company and their service with online shoppers and apparently I am far from the only one who has to experience this terrible service from this terrible company. This is my first time ordering from them and now I have to wait a whole month to get what I paid for???? I get better service from international stores and faster delivery compared to this experience. First and last time I will be ordering from this company, I can definitely assure you of that.

      Business Response

      Date: 11/15/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching us 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 added a discount on her order and give her a coupon code that she can use if ever she will order from us again. We're just waiting for the response from our customer.

       

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



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

    • Initial Complaint

      Date:10/28/2022

      Type:Sales and Advertising 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 10/14/2022, the order number is ***********. I received a confirmation email that said Your order should arrive in approximately 5-7 business days or sooner if an expedited delivery method was selected. Ive called customer service several times and have also sent a few emails. I keep getting the same exact scripted response that I am assigning myself to the account and an email will be received by the next day with the shipping information. *** asked to speak to a supervisor each time and no one will transfer me to one. It has now been 2 weeks and my order is still sitting in processing status. The customer service is by far the worst Ive dealt with in a very long time. NY&CO was my favorite store to shop at and after this experience I seriously doubt I will ever purchase from again. I thought if I purchased another order and paid for expedited shipping that I would actually receive the order and that is not the case either. That order number is *********** and the same exact thing is happening where the order is sitting in processing status. An agent said that order is guaranteed to be delivered by 11/02/22 and I doubt that will happen considering Ive had zero luck and no customer service on the first order. I would not recommend this poorly ran company to my worst enemy.

      Business Response

      Date: 11/08/2022

      Hello Better Business Bureau,

       

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

       

      We have started an investigation process in regards to her concern. Upon reviewing, we found out that the order was already out for delivery today and today is the estimated delivery date of her order, tracking number would be tracking number ******************. Since there was a delay, we called the customer if they already recieved their order. Customer said that they haven't received it yet, process a refund for the shipping of $7.99 and since the customer will return the package, as one time courtesy, advised to call us back so that we can process a refund for the return shipping fee.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/27/2022

      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.
      On October 16th I placed an order for 4 items, after seeing that my order was still processing after 10 days, I called to inquire. I was told my items had not shipped yet so I asked to cancel. I was told I could not cancel but I would receive a call back shortlyno return call. This company is the worst! The order# is ************

      Business Response

      Date: 11/08/2022

      Hello Better Business Bureau,

       

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

       

      We started an investigation process on the order and the customer's account. We conclude that the order got delivered on her address last Wednesday, November 02 at 1:07 P.M. at Porch using the tracking number ******************. Since there was a delay on our end. We have provided a 30% coupon for the customer that they can use on their next purchase. We have send her an email about the status of the order and the coupon code as well.

       

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

       

      Thanks,

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

    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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