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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.
    • 223 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:08/21/2022

      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 bought a dress from New York and company on June 12, 2022. I returned the dress by *** on July 5th or 6th. I called customer service on July 18th waited 45 minutes and was told my order could not be found. I called *** with tracking number and they told me it had been shipped out the same day, and that it had been delivered back to New York and company. I called customer service back and waited another 45 minutes and I gave the rep. the tracking number she said that they had received the package and would refund my money sometime that week. ****** arrives with no refund so I called again and waited for 1 hour. CSR told me she was requesting a refund and to wait **** business days for the refund. As of August 21st, still no refund!

    • Initial Complaint

      Date:08/19/2022

      Type:Delivery 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.
      On 8-18-2022 I was informed by new York and company as well as *** that my order was shipped and that it was delivered to my front door my purchase was in the amount of ****** The *** text me that my package was delivered proof of delivery to my front door at 12;35pm I did not authorized *** nor new York and company that I authorized to leave without consent my package was stolen I can't get any assistance with *** or new York and company I am out of ****** and no merchant dice the representative from new York and company is telling me their policy which the consumer is not made aware of during the purchasing process that they do investigation to prove I guess that the consumer is not lying about not receiving merchant dice the company has insurance for this sole purpose and they are victimizing me the consumer of neglecance caused by *** not me the consumer in aware of there policy unaware that *** aren't responsible for not capturing a signature leaving merchant dice unattended or giving to the custody of the person at known address I want resolution immediately not at the lessure of both parties involved Respectfully ***************************

    • Initial Complaint

      Date:08/19/2022

      Type:Order 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.
      8-4-22 did two separate orders, ***********, Had to call to find out what was going on on 8-19-22 saw my blazer had been canceled, I told the customer service person **** that I spend quite a bit of money with The company and I am beside myself because my orders were not only late but things were canceled without my knowledge nor any contact from the company. I need the item ASAP I was told to go back on snd reorder....What??? Go back on and reorder. this is not what I would expect from ********************************* and it has gotten worse over the months, I need my complete outfit as this is for a Venue I am attending sept 3rd. SMH sad to see such a great company go by the way side.

      Customer Answer

      Date: 09/13/2022

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 10/07/2022

      Hi Better Business Bureau,

       

      I investigated the customer's concern and found out that they were given the right information for the order status. The resolution given to them is correct as well which is to reorder the item since we don't have an option to change it.

       

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

      Customer Answer

      Date: 10/13/2022

      Better Business Bureau:
      My issue is how they just so vehemently said oh just reorder, after I have been and still continue to be a great customer to them for years.  The courtesy they could have shown would have have Been, a partial refund or maybe here is a coupon to use next time you purchase because I told them it was an outfit I needed for a venue, why would I buy some checkered pants without the jacket it was not my fault they moved their shipping to another facility,  they even lost my pants and had to resend, SMH.  So no my issues was not resolved not as a good customer to them. that spends alot of money with them.
      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]

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:08/19/2022

      Type:Delivery 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 placed an online order with New York & Company on July 31,2022 & with a $25 online coupon the total of the order sent out by *** was $9.66.*** tracking number was I****************1.I went thru the online chat session with **** & found out thru tracking that damage was reported & the merchandise was missing.I found out that the order was returned to New York & Company which I was never notified about but credited my account only when I complained thru chat.I wanted to order the same item since **** told me it was still in stock but **** refused to honor theoriginal order coupon & wanted me to pay more for the original order of $9.66 & didnt even offer on his end to order the still in stock item which I find very questionable.**** then says that if I order the item that once I receive it then he claims he would credit my account the $25 account.Why can"t he do *********** the $25 when placing the order again.*** was the one that damaged the product & lost the order which I never received & **** is giving me such a hard time with this matter.I tried to call 1st but I was on the phone for over an hour hearing nothing but elevator music & wasting my time causing delays.I wanted to speak to a supervisor and was refused one plus after the chat session was over **** immediately deleted the entire chat session which I find very unprofessional & suspicious.**** seemed like a rookie employee unable to fix the matter the right & fair way & only wanted to do it his way & to his advantage.**** needs more training on how to handle these situations the right way & not take short cuts & upsetting me making me angry over a small order that he can't handle correctly & overcharge me for the item that is still in stock.

      Customer Answer

      Date: 09/12/2022

      Better Business Bureau:

      At this time, I have not been contacted by ******** & Company regarding complaint ID ********.Seems like they are hiding.

      Sincerely,

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

    • Initial Complaint

      Date:08/18/2022

      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 purchased a dress on 6/3 and it did not arrive at my house until 7/16 due to issues with shipping and being delivered to the wrong house. It did not fit so I returned it using the package slip provided. I shipped it out on 7/29. I have not received my refund. I have emailed repeatedly with no response and contact number they have in the email is not in service. When I call the corporate line I have waited over 3 hours on hold without ever being able to speak to someone.

      Customer Answer

      Date: 09/12/2022

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding ******** & Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:08/18/2022

      Type:Sales and Advertising 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 placed an order late July and it took over 2 weeks to get here. I figured it was just a shipping problem. When I returned all of the items but 1 I received an email saying my return is being processed and should expect payment within 2 weeks of the received package date. Ive kept the receipts of all the returned packages and their status is arrived, but I received no refund. I emailed about this issue and they responded with an email saying their distribution center has moved. Why wasnt I made aware of this when they sent the email containing my returns?! The email said if we had already shipped them, to call customer service. Ive called the number multiple times and have been on hold for up to 3 hours. Im angry and I want my money refunded.

    • Initial Complaint

      Date:08/18/2022

      Type:Delivery 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.
      On 8/4/2022 I ordered 3 pairs of pants from New York and company. There shipping estimated a delivery within 7-9 business days. On the 9th day 8/14/2022 my shipping information had not been updated so I contacted the company. They told me that the tracking information would be available the next day. That was a lie. I then contacted them on 8/16/2022 via chat through their website where I was told I had to wait another 24 hours for tracking to be updated. That was a lie. I then contacted them via phone again on 8/18/2022 where I was told that the tracking information had magically updated while I was on the phone with them. My purchase has not been shipped yet, the label was only created, not actually shipped. I wanted to cancel the order and get my money back so I could make a purchase with another company (since I have waited so long for my product I no longer have trust with this company and just wanted a refund) they have refused to refund my money and have no other options but to wait and hopefully receive the product and initiate a return then. I do not have faith that the product will even be shipped or delivered.

    • Initial Complaint

      Date:08/17/2022

      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 submitted a return and it was received on 8/1/22 per *** tracking. I have not received any communication that the return was received nor an estimate of the refund. I have tried emailing and calling but I get no response from the company.

      Customer Answer

      Date: 08/24/2022

      Better Business Bureau:

      In reference to complaint ID ********, the matter has been resolved. While the company did not respond here, they sent an email directly to me. The company also issued a refund in a timely manner.


      Sincerely,

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



       

    • Initial Complaint

      Date:08/17/2022

      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 placed this order on August 10, 2022, with the hopes of receiving the package within **** days. As of today I've sent an email and called twice with no tracking number provided. No one from the company ever responded to my email and both times that I've called I've spoken with representatives that couldn't provide me with a straight answer. I asked if I could receive a refund since the order has not shipped and I was told that they weren't able to cancel my order since it is in processing. They stated that I will have to wait until the order is shipped and they didn't know when that will be. I just want a refund and I no longer have use for the items since the event will pass before I even receive a tracking number.

    • Initial Complaint

      Date:08/17/2022

      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 online order with ************** on July 21, 2022. The confirmation e-mail stated that the merchandise would arrive in 4-6 business days. After not receiving the order, I called ******** and *** on August 1, 2022 to cancel the order. I no longer wanted the merchandise because (1) it was taking a long time (2) I received no communication or update concerning the order and (3) I was moving. I never received the merchandise and want a FULL refund

      Customer Answer

      Date: 09/13/2022

      Better Business Bureau:

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

       

       

      No. I have not received any response nor have I received a refund.


      Business Response

      Date: 10/07/2022

      Hi Better Business Bureau,

       

      I was able to check on the order of the customer and it seems that they did not continue on canceling the order and they just keep it. The information provided to them is correct.

       

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

    New York & Company is NOT a BBB Accredited Business.

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