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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.

    Sort by

    Complaint status

    Complaint type

    • 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 on order on their website on the 1st of August. I've been trying through emails, and holding for hours just to get to **************** to cancel this order. The hold time is ridiculous, and no one responds to emails!

    • Initial Complaint

      Date:08/09/2022

      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 order number ************ on July 23. The order is still processing. I have called and emailed numerous times. I have obtained no explanation as to why my order has not been shipped. I tried to cancel the order and they told me they would not cancel it. The order is $150. I want my money back.

    • Initial Complaint

      Date:08/09/2022

      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 back on July 20, 2022. I even paid the postage to have it delivered within 4 - 6 days as it stated. I have yet to receive my order. I've emailed them a few times already and my last email to them was on Aug 8th, I have yet to receive a reply. I would like to know when I can expect my purchase

      Customer Answer

      Date: 09/05/2022

      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:08/09/2022

      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 two orders with New York and Company. One on 7/26/22 and another on 7/30/22. When I check the order status of both orders it says still processing. I have yet to receive a response from New York and Company via email. When I attempt to call them it says that the number is no longer in service. This is completely fraudulent and I would like a full refund of both orders. Order number: *********** and ***********. There is no way to contact New York and Company nor track my orders.

    • Initial Complaint

      Date:08/09/2022

      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 7-20-2022 I placed an order for 5 items. Upon finishing payment it said items would be received between 4-6 days. I phoned after 11 days and order still wasn't processed I requested for oder to be canceled to which they replied "no". It's my order and I want it canceled. I asked to speak to a supervisor, on hold for almost an hour, no supervisor available. I was told one would call me back before the close of business, no call. I called 2 days later finally got a supervisor he said order can't be canceled I asked to speak to someone higher up. Yes you guessed it no one ever called. Now I phoned again today as this morning 8/9/22 my order now has been processed. I called to tell them don't send it as they still have product was told no again. I asked to speak to a manager, none available they will call me back, well we already know where this is going. It's been 14 days since order was initially placed, I am filing a dispute with my credit card company as I have asked numerous times on the phone and via email to cancel my order and it has fallen on deaf ears. I just want my money back and be done with this company. Please help

    • Initial Complaint

      Date:08/09/2022

      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 July 21st I placed an order and today it still shows processing. I have contacted the company via chat several times and was given the excuse that the sale was so successful that there are shipping delays. Now, today, I was told that they are having delays because they moved to a new and improved facility. I have another order I placed on August 2nd and it too is still processing. The order confirmations via email state we will receive shipping information within 4-6 days. This is the chat history:Upon reviewing your account, the items you ordered are still on the pending status, and please be advised that the reason why some of your items are not yet shipped is due to the reasons that we are experiencing shipping delays due to the relocation to our new and improved distribution center. We assure you that your order is being processed as quickly as possible and you will receive an email with a tracking number as soon as your items ship.11:40 am This is unacceptable I want to know the exact date it will ship Thursday it will be three full weeks why was I not notified there would be a shipping delay prior to ordering?11:43 am As of the moment ma'am we cannot guarantee the exact delivery date since there's no tracking number with the order that you placed.11:43 am When will it leave your facility This is fraudulent you cannot just keep the order in limbo with no update 11:43 am I do apologize for the inconvenience ma'am but we are doing our best to provide all of your orders as soon as possible. Also with regards to this concern we will send you an email once the item is shipped out ma'am.11:45 am I need the order to ship today or I am filing a complaint with the better business bureau hello 11:48 am I understand how frustrated it was, but here at New York & Company, we do our best to ship out all of the orders as soon as possible ma'am. And I do apologize for the inconvenience but please give us a time to deliver this item to you.

    • Initial Complaint

      Date:08/09/2022

      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 7/24/22 and paid for faster shipping with an estimated arrival of within a week at the most. i waited for approx 10 days and when it showed package hadn't even shipped yet, i called them & waited on hold for half an hour & then they hung up on me. i called back multiple times and held long periods of time before finally reaching someone who assured me they were having shipping issues, but that I would receive my order order by 8/9 at the latest and that he was refunding me the shipping fees. I waited until 8/9 & checked status again and still showed as not shipped. i did a chat and was told the same thing re shipping issues and they had no estimated ship date, that i was NOT being refunded shipping fee (that I would have to wait to receive order and then call and wait on hold to receive this) and that the only way to receive an refund on entire order would be to return the order if and when i ever receive it. there is nothing posted on their website about there being shipping delays, which why are they even taking orders they cannot fulfill? i would like my order shipped asap overnight at no charge to me and a refund on my entire order including shipping fees. order no ***********

    • Initial Complaint

      Date:08/09/2022

      Type:Customer Service 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 have returned the two dresses that are on order ***********. I used the companys provided shipping label and packaging. Returned item on 07/31/2022 to **** Checked the tracking and states delay as of 08/9/2022 no movement on the package. Called company on 8/9/2022 and the rep tells me I have to wait 4 more business days call back on Monday! When I asked what will be the resolution she stated just to call back. This company does not want to take responsibility when clearly they are acknowledging issues with shipping and returns on their site but wants the customer to pay for their errors! I should not be held accountable if the company is changing warehouses but want me to suffer and lose my package. Im seeking reimbursement for the two dresses on the order. The snake print and the maxi. Tracking number ******************.

      Customer Answer

      Date: 08/17/2022

      The company has since issued my refund on this item. 


       

    • Initial Complaint

      Date:08/09/2022

      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 ordered and shipping was for 4-6 days. It has been 20 order still hasnt shipped. They will not cancel my order. Charged my card

    • Initial Complaint

      Date:08/08/2022

      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 July 27th, 2022 at 9:05 pm, I placed an order with NY&C. I purchased 3 pairs of jeans and they cost $22.48 each. After tax, the total I paid to the company was $71.49. In the confirmation email I received after I placed the order, it was written, "Your order should arrive in approximately 4-6 business days". In the email there is a button to track my order. When I do so, it says my "order status" is still "processing", and my "tracking #" is "not yet available". In the confirmation email it also said I would receive an email once my order was shipped. It has been 8 business days since the day of my purchase, and my order has not even shipped yet, when I was promised a delivery within 6 days. The company has not reached out at all regarding the delay of my package. 4 days ago, I called their customer service to get some help and was on the waiting list for 1 hour, so I just hung up. Instead, I emailed their customer service email address ************************************* which was provided to me in the confirmation email where they said: "We're here to help!" In the email, I voiced my complaints and concerns, provided my order number, contact information, and requested a refund of the $71.49 to my credit card. I have still not received a response to that email. My order number is ***********. The email address associated with my order is ************************ I would like a refund of the $71.49 I paid for my order, and I would like the order canceled, as I no longer want items from this business. I have attached a photo of my confirmation email, and a photo of my order tracking page.

    New York & Company is NOT a BBB Accredited Business.

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