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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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New York & Company has 155 locations, listed below.

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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:10/22/2022

      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 ordered products from this company and they have taken the first funds out of my account. I checked the order status and there is no information. I tried emailing and it is blocked. It seems like fraud is involved. I just read the reviews and how is this allowed for a company to continue to operate with no investigation into consumer complaints.

      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 their ******** & Company order ***********. 

       

      We have started an investigation process and found out that the order was already delivered on Friday, November 04 at 5:49 P.M. at Front Door. Tracking number would be 1***************** and ******************* We tried contacting the customer but the customer did not answered the call. We have decided to give the customer a 10% discount on her order since it was showing as delayed. We have processed a refund of $7.81 back to the customer's payment method. We send her an email about the refund amount, the details of her order, and the refund timeframe. 

       

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

       

      Thanks,

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

    • Initial Complaint

      Date:10/20/2022

      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.
      order number: *********** on 10/11/2022 and paid for expedited shipping as the standard shipping was free on that date. I paid with the ** and Company credit card Once the order went thru it gave an expected delivery date of 10/16/2022.After not receiving the order, I went online to check the status and it said "processing". On 10/18/2022 I email the the retailer with the following:On Tuesday, October 18, 2022, 7:04 AM "*************************" <*******************> wrote: [THIS EMAIL WAS SENT FROM AN EXTERNAL ADDRESS] Hello, Please tell me why this order is in a processing status for a week. If you do not have the items in stock, please be up front. Also, if they are not available, please cancel the order. I'm not paying interest on charges while you work out any supply chain issues. Thank you Here is the reply from NY&Co: On Tuesday, October 18, 2022 at 05:27:48 PM EDT, NYCO **************** <************************************************************> wrote:** ******** ***** *** *** ******** **** ** ********** **** *** **** ** **** *** ****** ** **** ****** ***** ** **** **** ***** ** ****** *** **** ***** **** ******** **** ***** ***** ***** ****** ************ ** ***** **** *** ***** *** ***** *********** ** **** ***** **** **** ***** ** ***** ******** ******** **** ******** ****** ***** **** *** **** ** *** **** ** ******** ****** ****** *** ***** ** ****** ** ** ****** *** **** ** ******** ****** *** ** **** ** *** **** *** ***** ********** **** * ***** **** *** *** ************* *** **** * ******* * **************** ********** .Today I called to cancel the order because ********* clearly did not and only stated the obvious. I was told by the rep, "the order could not be canceled because it was in process". It appears the company will be charging me interest on this purchase while they work out what ever supply chain issues they have.

      Business Response

      Date: 11/02/2022

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order *********** that they did not received. We have made an investigation process and found out that their order was delayed. We tried calling the customer about the delay and what happened on the order but was transferred to an AVR. Tracking ****************** and ****************** showing both delivered on Tuesday, October 25 at 12:12 P.M. at Front door. 

      For the delayed, we have processed a refund of $9.99 for the shipping fee. Informed the customer about the refund by sending her an email. 


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



      Thanks,

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

      Customer Answer

      Date: 11/08/2022

      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:10/20/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 sent 2 separate packages for refund on 10/7/2022 via **** Both tracking numbers show the packages were delivered on the same day, at the same time. Only one refund was processed and posted to my account on 10/17/2022. I called today, 10/20/2022 and spoke to someone named ******* (I seriously doubt that is his real name), and he said they had no record of the second package. When I advised that I verified delivery of the tracking numbers, he told me that he would have to transfer me to someone else and then I was disconnected. I called back 4 times and each time that I requested to speak with someone about returns through the automated system, i received a message that they were having technical difficulties and then disconnected. My concern is that the items were charged to my runwayrewards credit card on the date they originally shipped, so interest is accruing while the return has not posted. I would like my account updated ASAP for all returns so that I can pay off the balance.

      Customer Answer

      Date: 11/14/2022

      Better Business Bureau:

      At this time, I have not been contacted by ******** & Company regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:10/18/2022

      Type:Product 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.
      On Monday, September 5, 2022, I ordered a pair of shoes from ******* (order #***********) for $38.22 and within 10 minutes of placing the order, I realized the wrong size had been chosen. I immediately contacted customer service and asked to update the size or cancel the order. I was advised they could do neither and that I would have to order a new size and return the wrong size. On that initial phone call, I was assured twice that my account would be marked that I would not be charged for return shipping. After I received my order, I contacted ******* customer service once again and made sure that I would not be charged for return shipping before I mailed back the order. I was told that my account was marked and I would initially be charged the $6.95 for return shipping (taken from my merchandise return credit), but as soon as I received an update that my return had made it to the warehouse, a representative would immediately return that $6.95 to me so I would receive the full $38.22 that I spent. When I received the "Your Refund is Being Processed" email on September 27, 2022, it stated that my full refund would be $38.22. However, the amount returned to my payment method was only $31.27. When I contacted ******* customer service, I was told they were issuing the additional $6.95 and I would receive it by October 8, 2022. I never received that money so I contacted customer service once again and they told me that they actually can't issue that $6.95 because the "system won't let them" and that I would get $6.95 off a future order which I said was unacceptable as I was now lied to several times and will never purchase from a company with such poor customer service ever again. When I asked for a manager, I was told they'd contact me after 4pm on Monday, October 17, 2022, and I have yet to receive that call or my $6.95 back.

      Customer Answer

      Date: 10/19/2022

      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:10/16/2022

      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.
      On 9/29/22 i plsced an order with *******&Company via ther wepage. The order # was *********** for a total amount of $230.99. The odred contained 7 items and arrived approximately 10-7-22 containing 5 of the 7 items. A pnone call was placed to the company to ask why the entire shipment had not arrived and I not given an explanation, other than some of the items the two remaining items would arrive in a aeparate shipment. Also on that call I expressed my desire to return the item that I had just recieved due to the fact that the items were too loage. At that point, I was emailed a return shipping lable. Which I tham used on the same day to return the I itms that were delivered by **** The tracking # for those items is: ******************. On two seperate occassions, prior to today (10-16/22), I have been told that the return has been recieved by the company. But no one would give me a direct answer as to when the refund would be provessed stateing that it could take up to 30 days. I sent a complaint to the their customer service email address and twice asked for a supervisor. No one has contacted me. I have no choice but to take action on my onw behalf to address this matter. I am available should you require additional information at: ************. Thank you. *********************** *I am unable to upload any documents at this time. However, if needed thise documents can be provided at a later date.

      Business Response

      Date: 10/27/2022

      Hello Better Business Bureau.

       

      Thank you for reaching out! We have received the email about our customer's concern on her order #***********. We have made an investigation on the customer's account and order and found that the order was returned to our ******************* on October 12, 2022. We have informed her that the refund and return timeframe will take 7 to 10 business days upon receiving the return to complete then another 3 to 5 business days for the refund to be processed back to the original form of payment method. 

       

      If you have any questions, please contact ** back!

       

      Thanks you,

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

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 online items 10/11/22 for $151.51 on USAA Credit Card. Items were never processed nor were any status updates received. Called **************** on 10/14/22 (which happens to be in *********** where the staff constantly hang up the phone). First person who answered was *****, call drops for no reason and he didn't call back. I call a second time and get ****, call mysteriously drops (all staff are in same room in a call center). I call a third time and ask for a supervisor. **************** person made me wait a long time on hold then I got Supervisor ****. All items were now $98.95, plus $5.63 VA Tax. The two pants were each marked down to $20, skirt marked down $29.97, and cat suit is now $39.97. The items were also now 10% off. **** offered 25% off making the grand total with VA tax $78.39, with free shipping as the previous order. She said New York & Company will still charge my credit card $151.51, so I said I want a refund and to cancel the order (which they do not show the policy until after you enter your payment information for processing). She also said that my order may not ship until 10/21/22. I asked for an email stating the promised 25% off for a grand total of $78.39. All of a sudden the call ends. I call back and am told **** got on another call instead of calling me back which she earlier stated the other reps should have called me back and she didnt call me back. Rep left me on a half hour hold, when he came back I said tell ***************** to call me back. Called USAA to stop payment and the credit card said it is pending and cant stop payment and that my card was charged $151.51 by NY&**. Called **************** at ******** and ** and ***** (who hung up first time said **** went home and said no manager was there). He said no manager is in building (not even ***************** the other supervisor). I have been mistreated and on hold since 7:30pm EST and am still on the phone with ***** at 10:30pm EST.

    • Initial Complaint

      Date:10/14/2022

      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.
      My name is ********************* and I placed an order with New York and Company on October 8, 2022, for Standard Shipping. The order number is ***********. The order total was $136.14,. When I placed the order, Standard Shipping showed a delivery date of October 13-October 17; however, as of today, the order is still showing a status of Processing. I reached out to **************** two (2) times on October 12, 2022 (phone), and two (2) times today October 14, 2022 (phone and chat); nonetheless, my issue was not resolved. All the **************** Representatives I spoke with were incompetent and none were able to offer me a clear answer regarding my order. Each of them appeared to have the same script; thus, I am still dissatisfied. New York and Company used to be my favorite store; however, after this experience, I am not sure if I will do business with them in the future due to their poor ****************. Each time I called, I asked for a Supervisor, I was told they were all in a meeting. Additionally, I scoured the Internet for a number to their ***************** All the phone numbers were non-working numbers. Very disappointed with New York and Company as I used to consider them reliable and reputable.

      Business Response

      Date: 10/20/2022

      Hello Better Business Bureau,

       

      Thank you for reaching out! We have received your email in regards to a customer's complaint about ******** & ******************** Order ***********. We have reviewed the customer's account and found out that the order was delivered on the exact delivery date for that specific order, we checked and confirmed that the order was not delayed. But since the customer was aggravated about the customer service she received. We have process a refund of $7.99 for the shipping fee of her order. We tried calling her but the customer's line was busy. We send her an email instead to let her know about the refund and set her the proper expectations.

      If you have any questions, please contact ** back!

       

      Thanks,

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

      Customer Answer

      Date: 10/21/2022

      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:10/14/2022

      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.
      Returned a black and white houndtooth ankle pants on September 8, 2022. New york and company sent an email stating that the item is being processed and the refund of $30.50 will be sent back to the original form of payment. I paid with a New and company gift card which had $51.80 on it and the rest was paid with paypal. The total purchase was $83.88. Neither form of payment have had a credit or issue of a new gift card with the amount. Once a company gift card it used completely you just can't scan a receipt and it goes back. Any gift card bought has to activated and the amount of money applied and being that I am in VA with the card, that never happen. Previously tracking numbers and an email stating that the gift card has been shipped is sent to the customer. Contact customer service at least 7 times and sent support email to them also. All I get is it take 3 to five business days. October 5th, 2022 CS said they would issue a credit to my rewards credit card for the amount. Haven't happened .

      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 made an investigation in regards to the customer account and order. We have found out that the refund of $30.50 on her order was refunded on a different order.  Since we can't process a refund on a Gift Card the last rep refunded the amount on a different order which is order *********** back to their Runway Cards. We send an email today to the customer letting them know what happened and advised them about the refund and advised them as well to check their bank statements.

       

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

       

      Thanks,

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

       

      Customer Answer

      Date: 11/09/2022

      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

       

      None of what was stated was credited to my New york and company rewards card on neither my October statement or November statement. They just read to you what a previous customer service noted whether they actually handled the problem or not.  To get my refund, I had to open a case with the other partial payment form I used which was Pay pal and they handled their business and gave me a refund.  Would still be waiting for one from NY and company if the payment form was from them.

      Case closed in your favor
      We reviewed the case you filed on October 6, 2022 and have decided in your favor.
      We've issued a refund of $30.50 USD to you on . It may take up to 5 days for this refund to be reflected on your PayPal account or bank. If you paid using a credit or debit card, the money will be refunded to your card. Depending on your card issuer, it can take up to 30 days for the refund to appear on your card statement.
      Dispute case ID
      ******************
      *********** ******
      ****** ***
      ******* ******
      ****** ***
      *********** ****
      ****** *** ****
      ****** ****
      ***********
      *********** **
      *****************

       

       

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


      Sincerely,

      * ******




       

    • Initial Complaint

      Date:10/13/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 been trying to make a purchase for over 5 months even with my own credit card and transaction always give me an error message i call commenity and rhey either hang up or never give me an answer as to what is happening been trying to use rewards card and my own debit and nothing seems to work just need and anwer

    • Initial Complaint

      Date:10/13/2022

      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 dresses online for the total price of $120.04 on October 2, 2022 from ************** I desperately need these dresses for upcoming weddings and I was told various times after calling customer service twice that I would received the dresses October 13, 2022 since I chose economy shipping. On October 13, I called customer service and they told me they didnt know when I would be receiving my package. I asked for a refund and they said they dont have an option to cancel orders or give refunds in their system. She said I would have to return my items when it arrives in order to receive a refund at all. I asked for a supervisor and she said they didnt have supervisors. I asked for anyone higher up and the lady I spoke to refused to pass me over to any upper department. She said that they would tell me the same thing. I then asked her what I was suppose to do if I trusted them with my money and shipment. She said my only option was to wait within the 45 return waiting period. I then asked her if I was going to receive my dress after 45 days and she said she didnt know, but that I would receive it within the return period. I cant endlessly wait for them to send me my dresses whenever they feel like it and its crazy to know that theyll take forever to send the dress and take up my return period! If I cant get my dresses as soon as possible this month, I need to please get a refund as soon as possible. I genuinely feel scammed and I cant believe theyre allowed to do this to so many people who have trusted their company. They need to stop scamming people! Please help.

      Business Response

      Date: 10/19/2022

      Hello Better Business Bureau,

      Thank you for reaching out! We received the email about the customer's order #***********. We reviewed her account and found out that some of her items has been shipped out. We educated the customer about the delay on our end and provided her a coupon code that she can use on her future order. We also informed the customer that once she receive her order and she still wants to return it, she will need to contact us back so that we can waive the return shipping fee as a one-time courtesy for the delay.

       

      If you have any questions, please contact ** back!

       

      Thank you,

      ******** & 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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