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.
    • 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.

    Sort by

    Complaint status

    Complaint type

    • 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 placed an online order from New York and Company on Monday, 8/1/22 for 3 items totaling $93.26. My order number is ***********. I emailed the company's customer service email address on Sunday, 8/7 asking for an update on my "processing" order and why it has still not shipped. I still haven't received an email response after five days.I called the customer service line the first time on Monday, 8/8/22 and spoke to Princess. She reassured me that my order would be delivered on Friday, 8/12. I called and spoke to **** on Wednesday 8/10 because my order still hadn't shipped. **** reassured me they would stay on top of my order and to give them until Friday to see if I receive my order. It's now Friday, and my order has yet to be even be shipped, much less delivered! This is unacceptable! This business took my money and has yet to even ship my items almost two weeks later. New York and Company, you cannot take someone's money and not provide them with the product. That is illegal. I expect my items to be immediately shipped.

      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:08/11/2022

      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.
      7/30/2022 Purchase amount $389.12 Amount debited but no items shipped or received Order Number: ***********

    • Initial Complaint

      Date:08/11/2022

      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 7/22 I placed an order to New York and Company totaling $315.02. To date the order is still processing. I have sent emails to ********************************** on Aug 3, 2022 and Aug 6, 2022. I have not received a response to either email. At this point I do not know if they are going to ship or when. I have requested a refund if they are not shipping my items. It is going on 3 weeks, and I have no status update on the items I ordered.

    • Initial Complaint

      Date:08/11/2022

      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 returned a skirt and shirt on July 18, 2022 using the *** return label that came with the items, requesting a refund the items were to big. I track the package it was received on 7/22/2022. tracking no. *** ******************.(which i have attached)I called 8/10/2022 to check on the refund, the agent requested the *** tracking no. i provided it to him, he said they had not received it and once it is receive they will send a email confirmation as of 8/11/2022 i still have not received any communication or refund. it has been 2 weeks. i would like to get help getting my refund of $89.79

    • Initial Complaint

      Date:08/11/2022

      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 ordered a dress in March 2022, this dress was returned within the week. I did not know that they did not issue the refund to me until it was turned into the credit bureau for being a delinquent account. I had a zero balance with the company and never received a statement. During all this time they also were charging me interest and late charges for an item that was returned but they failed to issue the credit as required. I have the copy of where it showed that the refund was supposed to have been processed within 3-5 business days after they received the return. Now they have gone in on the order and stated that it was a final sale and no returns were allowed. This was after the fact when I wrote a complaint letter to them asking for my refund along with all monies they unlawfully assessed.

    • Initial Complaint

      Date:08/11/2022

      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 returned order number *********** via *** tracking number ****************** and was received by NY&Co on July 22. I have not received my refund. **************** tells me to keep waiting. Also the items on this order were not final sale. Original order receipt attached. I want my refund. Im paying Afterpay for items I no longer have.

    • Initial Complaint

      Date:08/10/2022

      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 an online order with this company on 7/26/22 with a standard delivery fee of $7.99 with a 5-7 day delivery. On 8/5/22 I called the company to advise that my items were still showing processing with no expected delivery date or tracking number. The representative stated the system was down and she would note my call and the items would be delivered 8/8/22. Today 8/10/22 my account is still showing my order is processing with no delivery date. I spoke with a customer service representative who stated the system was still down and could not cancel the order. I requested to speak with a supervisor and was placed on hold for exactly 10 minutes and then was made aware the no supervisor was available. I should not be experiencing this type of behavior from an established company. I am at a loss now, no items order and no possible way to cancel

    • Initial Complaint

      Date:08/10/2022

      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.
      July 21, 2022 Amount $$133.89 Order Number: *********** Items in dispute: 1.HAZE FAUX-LEATHER BLAZER - ***************************** COLLECTION ******** SIZE:SMALL COLOR:TWIST OF BLUE QTY:1 SHIPPING STATUS:ACKNOWLEDGE TRACKING #NOT YET AVAILABLE $44.98 2.HAZE FAUX-LEATHER CONTRAST CAPRI PANT - ***************************** COLLECTION ******** SIZE:MEDIUM COLOR:TWIST OF BLUE QTY:1 SHIPPING STATUS:ACKNOWLEDGE TRACKING #NOT YET AVAILABLE $29.98 Issue: I ordered the above items plus one additional item on July 21, 2022 and the order has been partially shipped. One items has been shipped, received, and worn, while the above two items have yet to be shipped. I have received no updates on the items from the company and decided to reach out to cancel the order. I spoke with an online customer service agent and they let me know that NY&CO is in the process of updating their warehouses, but I want to cancel this order as it has been 3 weeks and counting. I was informed that I could ship the items back when they arrive because they cannot cancel the items. I am unsure why unshipped items cannot be canceled and why I am on the hook for paying and going through the hassle of shipping almost one month late items back to the retailer. That is not the way that you treat your customers. Issues happen often which is okay, so inform your customer of the delays and give them the option to cancel the items. I am looking for a refund for my items. I no longer want the items and do not want to pay to ship them back, go through the shipping hassle, and now delivery hassle since the delivery is taking so long, my shipping location is subject to change. I also let the agent know that I am looking into canceling my store credit card with the retailer after being a longstanding customer for about 10 years.

    • Initial Complaint

      Date:08/10/2022

      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 with this company on 7/25/2022. out of 6 items, 1 was shipped, and I received it. The other's remain 'Acknowledge', and no shipment.The company released a statement on August 1, 2022 they were transitioning warehouses and customers may be experienced 'shipping delays'. They provide no other information as to when it will be corrected. Also - because they have items in 'acknowledged', calls to **************** will tell you items in 'acknowledged' cannot be cancelled.What is worse - while they acknowledge they can't/won't ship any items, they are STILL sending out multiple marketing messages via Email daily. Why are they advertising for people to spend on their site when they can't/will not ship what is ordered? Why will they not allow item cancellation when the orders can't be fulfilled?I want my order cancelled, and they need to be looked at for misleading advertising - because they are encouraging purchasing items they cannot/will not ship right now.I have included the original order showing items still 'acknowledged' after - their acknowledgement they released with the shipping delays, and the emails they continue to send, encouraging people to buy items they will not ship.

    • Initial Complaint

      Date:08/10/2022

      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 an order (order# ***********) with New York and Company on 08/05/22. I paid expedited shipping fees to make sure my order was received by 08/12/22 because I'm going on vacation for my birthday on 08/13/22. I spent almost $500 on this order only to check on it 2 days before it was supposed to be delivered and find out that it still says processing. I've contacted customer service several times, but they all repeat the exact same thing like they are following a script. They claim they cannot cancel the order because it's being shipped but the order still says processing. They also say they cannot contact the warehouse to expedite shipping either. While I was talking to the representative and giving her my grievance, she was not even listening, she put the call on hold. I asked her a question, and it took her 30 seconds to realize I was done talking and come back to the call. She hadn't heard a word I said, she went right back into her script of "I'm sorry, I've forwarded your concern, and you should receive a callback, and your order should be shipping out this week. They are holding my money hostage knowing they could not provide the product or the service they guaranteed. I now have to wait for my order to be delivered to be able to proceed further which is fraudulent and unacceptable. A simple notice on their website explaining that they have delays in shipping could have prevented this issue because I would have never placed the order if they hadn't guaranteed delivery between 08/09/22 and 08/12/22. But instead of honesty, they are being deceptive to keep scamming people and holding their money hostage for services they know they can't provide. They are horrible, and I will never shop with them again, nor allow any of my family/friends to shop with them again. They have already closed all their stores, if they cannot hold up to their end of the deal, they should shut down completely, instead of continuing to scam and fraud people out of their money.

    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.