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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.
    • 225 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:08/16/2022

      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 clothes at new york and company through Afterpay on 06/29/2022. I received the items and tried them on but they didn't fit so I sent them back on 07/22/2022 using **** with a signature required for receipt of the items. It was received on 07/25/2022, I've tried contacting NY and Company numerous times via email, text chat and phone. I contacted Afterpay as well because I couldn't get a response from the merchant asking for my refund. Afterpay reached out to the merchant and they finally sent me an email 08/12/2022 saying it takes 7 to 10 days to receive a refund upon receiving the returned items. I sent back an email with the receipt of the shipment back with the tracking code and the signed receipt on pick up. Still nothing. I contacted afterpay asking for my money back from them since they took the money from my account but I haven't been successful at getting my refund, they just keep saying they have to wait for new york and company to refund the money. I have screen shots of email correspondences as well as the receipt for the returned merchandise. I just want my money back that i paid but neither are moving and afterpay is still trying to charge me. Please help!

      Customer Answer

      Date: 08/29/2022

      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:08/16/2022

      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 an online purchase back in 2/2022. The order was shipped in two packages. I received one package and made a return which I was reimbursed for. The second shipment I also returned since all of the items where of poor quality. Since 4/2022- 8/2022 I have been trying to get my refund for the second return of $100.72. Each time I call I get the runaround. The package was lost, then a *** claim was filled by them. It was resolved and on 7/31/22 they told me that they were gonna send the refund and that I should get it in 5 days. Well by 8/16/22 I did not receive it. I called and they kept putting me on hold for 1 and 1/2 hours. They are still giving me the runaround and have not refunded me. It seems like they are running a scam and wont refund. Order #***********

    • Initial Complaint

      Date:08/16/2022

      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 order on August 1, 2022. Order #: ***********. The order remains in a processing status with no updates. I've sent two emails requesting an update, each with no response. Reaching a representative by phone is impossible. Id like a delivery date and confirmation of shipment for my items or a refund.

    • Initial Complaint

      Date:08/15/2022

      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 called NY&Co hoping to receive assistance in regards to online password /user name. I explained that someone hacked into account and changed it, and is blocking me. The site says call the number listed for assistance. I called 3 times to be exact. Each time I was explained they could not get into account - computer problems. By the third representative- I was met with the same exact script. So I requested that my card be cancelled, and it took awhile because she said her computer is slow. I stood online with her for a good 30 minutes. I asked if I would get confirmation that my NY&Co card is cancelled. She said I should be receiving a confirmation. I said thank you for your assistance and hung up. I have not received confirmation and feel frustrated that no one was able to help. Meanwhile someone was able to get into my personal and credit information. I just want this NY&Co card cancelled. Calling seems to be a nightmare. Thank you for assistance.*******************************

      Customer Answer

      Date: 09/13/2022

      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:08/15/2022

      Type:Billing 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 am being charged a late fee for a credit card bill I paid on time. The late fee is higher than the bill originally was.

      Customer Answer

      Date: 09/04/2022

      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.

       

       

      Hello,

      I have received a letter from the credit card company saying that I am paid in full. 

      Thank you,

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

       

      Sent from my iPhone

       


       

    • Initial Complaint

      Date:08/13/2022

      Type:Order 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 returned An order (Order * ***********) to New York & Company and it was received in their warehouse on July 25 at 9:53 a.m. by *****. Initially I was told that my refund would be processed by August 8. I called in on today to check on the status of the refund and was told by a contract representative named *** that they are transitioning so he could not give me a time when the refund would be processed. I advised him that I was told something different the week prior so I requested to speak to a supervisor. He stated that because it was Saturday only one supervisor, named ***, is working and was not available. I asked if I could hold he stated that I would receive a call back from a supervisor in 24 to 48 hours and it would probably be a totally different supervisor. I advised him that this is not acceptable nor professional. I further advised him that I would like to put in the request for a supervisor callback and that I also was going to file a complaint with the Better Business Bureau to help me to receive my $62.06 refund for returned merchandise which they have received via ****

      Customer Answer

      Date: 09/07/2022

      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:08/13/2022

      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.
      On 7/30/22 & 7/31/22 I placed orders! I have yet to get a shipment date but they have collected the money for purchase. They never answer the telephone or respond to emails. If they are not going to fulfill orders in a timely manner why are they taking orders! I have been a customer for many years and this is by far the worst timing and service I have ever experienced. The expectations they have by me paying for my purchase is the same satisfaction I expect in receiving my items.

    • Initial Complaint

      Date:08/13/2022

      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 8/6/22, I placed an online order for $149.28 with this company, order number: ***********. This charge included an extra shipping charge of $7.99, which I selected and paid at checkout, because it stated that the items would be delivered by 8/12/22, and I needed my items for a new and temporary work assignment that starts on 8/15/22. When my items had not shipped by Tuesday, 8/9/22, I attempted to contact customer service by phone. After waiting for more than an hour, I was not connected to anyone by phone, and I sent an email requesting an update regarding the shipping of my order. I received no response.On 8/10/22 and 8/11/22, I attempted to call again, but after a long wait time, I was unable to reach anyone at customer service.On 8/11/22, I sent a second email to customer service requesting an immediate cancellation and a full refund, due to the companys failure to fulfill the order by the promised time of 8/12/22.As of 8/13/22, my order is still in processing status, has not shipped, and I have not received any response to my emails from customer service. As I needed these items for 8/15/23, I have had to purchase the needed dress clothes elsewhere, and have no need for these items.I am requesting a cancellation, and a full refund, including a refund of the deceptive/fraudulent shipping charges, as I now have no use for these still y shipped items. I truly believe that this company needs to be shutdown immediately for their failing customer service and inability to fulfill orders as promised.

    • Initial Complaint

      Date:08/12/2022

      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.
      I ordered clothes on 7/29/2022. My order supposed to arrive no later than 8/9/2022. Ive called the company several times to confirm an updated delivery date. They stated today 8/12/2022. When I reached out today it was determined that I still would not receive my clothing. Furthermore, they would not allow me to cancel my order or provide me with an updated expected delivery date. They have taken my money and not delivered on my clothing items.

      Customer Answer

      Date: 09/06/2022

      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:08/12/2022

      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 on July 24th with expedited shipping. I emailed the company on August 1st to know what happened to my order and no one ever responded back to me. I tried calling several times to cancel the order and nothing. When I requested to do a chat with the company they claim my order shipped and they can't cancel it. I spoke to a supervisor who called me and stated I would have to make the return of the items when I receive them. This is the worse company ever I've ordered from ***** and have had better customer service.

    New York & Company is NOT a BBB Accredited Business.

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