We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

New York & Company has 155 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:10/26/2022

      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 Oct 17, 2022 (order #*********** total charge $231.42) as of today 10/26 it is still being processed and I paid additional for faster shipping to receive the order by 10/21. I contacted customer service via email and phone and it seems that there is not a valid reason for the delays. I requested a refund and was told that a refund could not be processed because the order is being processed in the warehouse. This response is unacceptable. I contacted customer service and requested to speak with a supervisor and I received the response that they are in meetings...when i informed ******* that the response was unacceptable he hung up on me. The customer service team does not know how to deal with customer issues and seem to not have a real concern that the company is accountable.

      Business Response

      Date: 11/07/2022

      Hello Better Business Bureau,

       

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

       

      We have made an investigation process here and found out that the order was already been refunded by the last representative who assisted the customer before. There were refunds amounting of $9.99 and $29.60 for the shipping fee and for the missing item. We have send an email to let them know about her order refund.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/26/2022

      Type:Product 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 1,2022 i placed an order with ************* did not receive my order until October 12,2022 and i returned 2 items on October 13,2022 and they receive for the return on October 17. I spoke with a customer service on the 17th and was told that it would take approx ******************************************************************************************************** November. They have my return and money was taken off my credit card when the order was placed. I need my *****.

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching out!


      We received the email that you sent in regard to the customer's concern about her refund for her returned items. We initiate an investigation and found out that we already did process the refund amounting to $68.77. We sent an email to the customer about the refund breakdown from her returned items. We're just waiting the reply of the customer to confirm about the refund breakdown. 

       

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


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

    • Initial Complaint

      Date:10/26/2022

      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 never received my order from New York and Company. I placed an order in September and after at least 3 weeks I called customer service and they tracked my order and said it was returned and they would have it removed from my account . It never happened. I got a bill with it still there. I called again. Talked to customer service and was transferred again and the call was disconnected. Ive called on several occasions. Same thing. This is the worst business Ive ever had to deal with. They are so unethical and practice bad business. *************************

      Business Response

      Date: 11/14/2022

      Hello Better Business Bureau,

       

      Thank you so much for reaching out!

       

      We received the email that you sent in regard to the customer's concern that she didn't receive her package even though it was already tagged as delivered. We further investigate to know why she didn't receive her package and we found out that the shipping address is incorrect. We send an email to the customer informing her about the cause of she didn't receive her package and also informed her that we processed a refund amounting to $123.37 and provided also the refund timeframe. Informed her also about the refund breakdown from her package. 

       

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


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

    • Initial Complaint

      Date:10/25/2022

      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.
      Order from New York and Company on October 13th order #***********. Still says processing. This is ridiculous, it has been over the 10 day processing time frame. Please ship my order. This company is horrible and their customer service representatives are no help. Ship my items or refund my money.

      Business Response

      Date: 11/07/2022

      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 in regards to the order. We have found out that the order was already delivered with the tracking ************************** and **************************. Got delivered on October 29, 2022 and November 4, 2022. We tried calling the customer but the customer was busy. We have processed a refund of $10.18 for a discount on her order. We have send her an email to let her know about her order status, refund amount, and refund timeframe.

       

      If you have any questions, please contact us back.

       

      Regards,

      Service Specialist | New York and Company

    • Initial Complaint

      Date:10/25/2022

      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.
      Placed order on October 16,2022 for a pair of boots and it was advertised to be be delivered within a reasonable time. The shoes have not shipped and Id rather cancel than pay for shoes that are shipped at companies leisure. The boots cost ***** and the order status has not changed. *********** The lack of professionalism is disheartening.

      Business Response

      Date: 11/04/2022

      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 we saw that the order has been shipped out via **** carrier. The status of the order as of today November 04, 2022 was already in "Transit". We tried calling the customer to let them know, but was not able to get in touch with her. Instead, we send her an email letting her know about the status and we waive her shipping fee of $5.99 since the order got delayed. We also informed her about the refund amount and the timeframe.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/24/2022

      Type:Product 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 shipped back a return in early July. I received a confirmation email that they had received my return on July 8th. On September 8th, I reached out to them because I still hadnt received a refund. On September 9th, they said I wouldve getting a refund of $37.04. There have been 10 emails since and they keep telling me it is being processed and they appreciate my patience. I realize it is a small amount of money, but how many people are they doing this to?? It does not take almost 2 months to process a credit card refund.

      Business Response

      Date: 11/23/2022

      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 informed the customer that we will seek additional assistance on her refund for the items she has returned then we will give her an update within ***** hours. 

       

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

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

    • Initial Complaint

      Date:10/24/2022

      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 13th (order #***********) for $387.33. I paid $9.99 for faster shipping (which they call standard - the only other option is economy which is free), so it would arrive in 5-7 business days. I contacted them today because it still has not shipped and it has been 7 business days and it has not arrived. They said it is still processing. I asked them to cancel the order since it has not shipped and they will not do it. This is concerning because their return policy states you have to return items in 45 days from the time the order is placed, not from the time you receive the order. The customer service department just said it was processing and would not do anything about it and kept saying it was with the couriers which did not make since. So basically they can hold an order til you can't return it and I even paid for faster shipping so I would have it time before I leave for vacation.

      Business Response

      Date: 11/04/2022

       

      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 we saw that the order has been shipped out the tracking number is 1***************** and ******************. It shows that your order was already shipped and delivered last Saturday, October 29 at 6:36 P.M. at Front Door and Wednesday, November 02 at 5:19 P.M. at Front Door. We tried calling the customer to let them know, but was not able to get in touch with her. Instead, we send her an email letting her know about the status and we waive her shipping fee of $9.99 since the order got delayed. We also informed her about the refund amount and the timeframe.

       

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

       

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

    • Initial Complaint

      Date:10/24/2022

      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 two separate orders on 10/11/22 totaling seven items with economy shipping, which means I should receive my order within five to nine business days, no later than 10/24/22. Today is the 9th business day, and I have yet to receive my entire order. My order # *********** is still missing four items. A customer service representative informed me that my last four missing items had been sent to *** for shipment with no delivery date. I was only offered a 10% discount on my next order because I am dissatisfied with the poor, inaccurate delivery process, which is a slap in the face. How is a 10% discount going to persuade me to return to this company only to have my order not arrive on time?Late deliveries decrease customer retention rate. In turn, late deliveries drastically decrease customer lifetime value.I have requested to speak to a manager since I was not happy with the incentive I was offered, however, they are always in a meeting and I have to wait 48 hours before one returns my call.

      Business Response

      Date: 11/07/2022

      Hello Better Business Bureau,

       

      Thank you for reaching out! We have received your email in regards to the customer's concern about her New York & Company Order ************ 

       

      We have made an investigation process in regards to the customer's order, and found out that the order was already delivered to her. We called the customer but still insisted to be transferred to a supervisor since she was promised before but no one called her back. We transferred the customer to our supervisor and the supervisor advised us that the customer told her concern about promising her a call back but never happen. We apologized the customer and offered a refund of shipping fee and a discount on her next order.

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/23/2022

      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 online order with the retailer on October 15th, order number ***********. To date the status of my order is still in the processing stage with no update and/or status of when those items will be shipped. I then reached out to the retailer only for me not to receive a reply. To my knowledge consumers are being told the online retailer has moved there distribution center which have caused orders to be delayed. But to my dismay was any of the information provided to the consumer on the companys website to inform myself as well as others of a delay in shipment. The window of time ***** has promised consumers of when theyll receive their items when placing orders is false and the company should be held liable for providing consumers with a fictitious narrative of when those items will arrive or an update of shipment via/email, by phone or the companys website. This is just plan ole bad business practices and something should be done to rectify the situation.

      Customer Answer

      Date: 11/03/2022

      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:10/23/2022

      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 order #*********** on 10/13/22 standard shipping and order #*********** on 10/14/23 Econ my shipping. Both orders say still processing. This is ridiculous. I want to know when my orders will ship. I will never buy from this company again!! Calling their customer service phone number is a waste of time. The employees dont know what the h*** is going on. They read from a script!

      Business Response

      Date: 11/04/2022

      Hello Better Business Bureau,

       

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

       

      We have made an investigation about this order, and we found out that the order was delivered in 2 different packages. ************************** - Delivered, In/At **************************************** October 29, 2022, 11:12 am | ************************** - Delivered, In/At **************************************** November 4, 2022, 10:56 am. For the inconvenience. We have process a discount on the order for 10% each. A total refund of $10.18. We have tried calling the customer but was only transferred to an AVR. Send an email to the customer instead letting her know about what happened and the refund amount as well as the timeline.

       

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

       

      Thanks,

      Service | ******** & 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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.