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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.
    • 220 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:10/10/2022

      Type:Product 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 made a purchase on 6/27/22. I returned those items as this company only exists online and the sizing was very inaccurate. After a few weeks, I noticed that I was not credited for my return. The company told me that it takes several weeks for them to process a return (which was returned *** with a tracking number) and that I would have to make a payment. I was not able to as their website was having technical difficulties. I emailed them and asked them not to charge me a late fee and I eventually paid the minimum. It is now 10/10/22. They have STILL not credited me for the return and have charged me several late fees. I am not late, the company is late in processing a return received three months ago!!! I called the company and explained the situation, and the rep said he needed to talk to his supervisor. He placed me on hold for 25 minutes!! What kind of company is this? I need to not only be refunded but credited for those late fees.

      Customer Answer

      Date: 11/06/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/06/2022

      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'm being charged for two items I have not received. I have called several times and I've sent emails. Now this is on my credit report and I'm being charged late charges and no one will respond to me. I called yesterday and was told I waited too late to dispute when in fact, I disputed this two week after I didn't receive the order. I asked the representative if notes were on the account because I've spent much time trying to rectify this. I've always paid my bills with ******** and this is the first time this has happened.Case# ******** is dated July 7th Case# ******** is dated July 20th

    • Initial Complaint

      Date:10/04/2022

      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.
      NY and Company has always been my brand of choice, it has gotten to the point I no longer wish to deal with and do business with them. Their customer service is non existent, and the people you do speak to are either incompetent their are no supervisors available to deescalate pertinent issues. I placed my order on 9/18/2022 order number ********** I received my order a few days later but none of the items I ordered were in the package I received. I immediately contacted customer service to verbalize my complaints and the customer service rep was insisting the package I received contained the items I purchased. I requested to speak to a manager her glaring incompetence was an irritant to an already volatile situation. She then tells me there is no supervisor available and one would call be back next week along with issuing my refund of $97.34 since I clearly received someone elses package. To date ***************************************************************** and company and more importantly I have not received my refund!

      Business Response

      Date: 10/04/2022

      Hello BBB,

       

      Thank you for contacting us! 

       

      We have reviewed the order number *********** and we found out that the package was not delivered to the customer. What we did was we have processed a refund of $81.58 today back to their original form of payment method they used on the order. We informed the customer about the refund by calling their phone number associated on their order, but we was transferred to a AVR. We have send an email to the customer about the refund that we have processed so that they will be notified. The concern of the customer has been resolved.

       

      Thanks,

       

      ******** & Company

    • Initial Complaint

      Date:10/03/2022

      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.
      10/02/22 placed order on Sunday night, emailed same night, called and chatted online 10/03/22 to cancel and have been told no. Order was just placed and website says that orders can be canceled but yet they won't cancel. Order for ******.

      Business Response

      Date: 10/04/2022

      Hi Better Business Bureau,

       

      We've conducted investigation regarding the customer's concern and all the agent that they spoke with provided them with the right information. We advised the customer that we don't have an option to cancel the order even if it's in pending status and they have to wait for the order to be delivered and as an alternative, they can return the item and once we received the item, we'll process the refund that typically takes 3-5 business days for the refund to processed back in the original payment method that they used when the order was placed. 

       

      All the best,
      ****** 
      ******** & Company | **************** Specialist

      Customer Answer

      Date: 10/05/2022

      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 have had several online chat agents that have stated that it can't be canceled because the warehouse starts pricesing immediately howerver they have also said there are delays at the warehouse so shipping is extended, so since that is the case cancel the order that has not shipped or processed after three days now.]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:09/29/2022

      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 placed an order on September 19th, two days later I received an email stating the order was canceled because the item is not in stock. It has been 8 days and the charge has been credited back to my New York and Company credit card. Each time I call Im placed on hold for long periods of time and continue to receive the run around. Please help.

      Business Response

      Date: 10/05/2022

      Hi Better Business Bureau,

      I've done an investigation on the order and investigated the customer's concern. We already advised the customer the reason why the order is canceled and told them that the charge they can see on their statement is an Authorization hold and we also informed the customer for the Authorization hold time frame.

       

      All the best,
      ****** 
      ******** * ******* * **************** **********

    • Initial Complaint

      Date:09/29/2022

      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 have been calling this company for over 1 month to report a lost/stolen card. There is always a system update. I can log into my account, I can not pay my bill, and I can not make purchases. No one is willing to help. Over a month ago I reported the card lost and they never sent out a card. I called again to check the status, they told me if I didn't receive the card by Friday, Sept 9 **** to call and they would issue another card. I have been calling since and every day, there is a system update and they can not help me. This is beyond ridiculous.

      Business Response

      Date: 10/05/2022

      Hi Better Business Bureau,

       

      We already conducted an investigations and all the information provided to the customer is correct. We provided the customer the right department's phone number that they need to call for the replacement of their missing card.

       

      All the best,
      New York and Company
      ******** & Company | **************** Specialist

    • Initial Complaint

      Date:09/27/2022

      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.
      Request full refund for my order. Two occurrences where they cancelled items from my order and gave me the run around. Happened again today and only a few items were shipped other items cancelled so now I'll be charged full price for the other items as the coupon used will not apply bc you have to spend a certain amount. I want full refund for the order. **************** does not let me talk to a supervisor and I'm given the run around via email.

      Business Response

      Date: 09/28/2022

      Hi,

      Thank you for reaching out to us. I check the account of ************** and call her in the registered contact details in the account but no answer, so I left a voice mail message that I will be calling her back by tomorrow by  2:00PM EST.

       

      Please let me know if you have any other questions. Have a great day!

      All the best,

      ********


      ******** & Company | **************** Supervisor

      Customer Answer

      Date: 09/28/2022

      Better Business Bureau:

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

      [Your Answer Here]I am awaiting to hear back from management to see if we can come to a resolution. So far nothing has been resolved. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 09/29/2022

      Hi,

      Thank you for reaching out to us, I did callback ****** and we already address the issue for this complaint.

      Please let me know if you have any other questions. Have a great day!


      All the best,


      ********************* & Company | **************** Supervisor

       

      Customer Answer

      Date: 09/29/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:09/26/2022

      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 placed 2 orders with New York and Company on 9/21/2022, I need these outfits for a weekend getaway on the weekend of September 30th, which economy shipping indicated the order would arrive by then. I have been checking order status and it indicated acknowledged but not fulfilled or shipped. They do not answer their phone, so I did a live chat this morning. The agent said there is no shipping date and it may take up to 10 business days before the merchandise is shipped. I asked for a refund for both orders and even though the orders have not been processed they refused to cancel the orders.

      Business Response

      Date: 10/06/2022

      Hi Better Business Bureau,

      I was able to do an investigation on the order and found out that they already received the items and they also initiated the return for those items. I already advised the customer on how we process the refund for them and that they need to give us few days to process the refund.

       

      Please let me know if you have any other questions. Have a great day!

      All the best,
      New York and Company
      ******** & Company | **************** Specialist

    • Initial Complaint

      Date:09/24/2022

      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.
      I purchased an item and received the wrong size. I sent the merchandise back for a return and they charged me a return fee. I called the company More than once to speak to someone about the issue only to receive responses that someone would get back to me, yet no one has so far. I just want them to refund me the rest of my money thats do to me!Thank you

      Business Response

      Date: 10/06/2022

      Hello BBB,

       

      Thank you for contacting us! We have received your email in regards to the customer's concern about their order number ************ We have checked the customer's account and her previous conversations with us. The customer's concern has been resolved, and the customer already sent us a feedback about the resolution that was provided.

       

      Thank you,

      Service ******** & Company

      Customer Answer

      Date: 10/06/2022

      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:09/23/2022

      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 with this company and never received it, however my debit card has been charged for the item. I called to inquire about the order and was advised that it was damaged by *** and that I would need to contact *** further assistance. I contacted *** and have received no assistance from them. I contacted New York and Company again to explain that *** was of no help and asked them to refund my money since the order was never received. They have refused to issue a refund stating that I should reach out to ***. Why should the consumer have to track down a lost/damaged order when its the companys responsibility that the order is received. I am asking for a refund along with any shipping charges that was charged for this order. Their customer service is horrible since theyve closed all of their brick and mortar stores. Your assistance will be greatly appreciated. Thank you.

      Business Response

      Date: 10/07/2022

      Hi Better Business Bureau,

       

      Thank you for reaching out! We received your email about customer's concern regarding the order ***********. I advised the customer that the item they returned is already delivered to the warehouse and the refund will take typically 3-5 business days to be refunded back to the original payment method that they used on the order. I advised customer that they have to check their statement as well for the refund under "Retail Winds".

       

      All the best,
      ******** & Company | **************** Specialist

      Customer Answer

      Date: 10/07/2022

      Better Business Bureau:

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

      [Your Answer Here]

      My complaint was in regards to order# ***********.  I never received the order.  You are stating that I returned the item which is incorrect.  The package was damaged in shipment by *** and instead of refunding my money, you directed me to *** to resolve the issue.  I did not receive any assistance from *** and explained that to your customer service department and they still refused to refund my money.  You have only agreed to a refund after I reached out to the Better Business Bureau.  

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/12/2022

      Hello Better Business Bureau,

       

      Thank you for reaching out! We have received your email in regards to the customer's concern about order #***********. We checked the account and saw that we already processed a refund of 38.14. We advised the customer about the refund and set her expectations about the refund timeframe.

       

      Thank you,

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

    New York & Company is NOT a BBB Accredited Business.

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