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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:08/08/2022

      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 have not received all of my order. I received 1 of the 3 items I ordered and cannot get a response to why my items have not shipped. I have sent 2 emails and call five time and still no response or being on hold for hours. This is ridiculous considering they have taken my money.

    • Initial Complaint

      Date:08/08/2022

      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 order with the company on July 30th and it was confirmed. However, they emailed me August 5th to state that one of the items that I ordered has been cancelled due to the item being out of stock. This was the second time they had done this. I sent them an email stating that rather than canceling the order, they should offer an alternative or offer to ship it when it restocks. They offered a $10 discount so, I reordered the item the following day. Both orders are still being processed. Since they are still being processed, I attempted to have their shipping location changed. I spoke to a customer service rep using the chat option and she told me I couldn't change the shipping location. I asked if she was able to and she couldn't. I asked if it was possible for me to cancel the order and reorder the items since it is still being processed. She was unable to assist. I called their customer service number in hopes to speak to a manager. I was on hold for 20 minutes with no indication of how far I was on the line. I did not speak to anyone. I would like for a customer service manager to contact me with assistance. The order can be canceled because they have done it twice!

      Customer Answer

      Date: 08/15/2022

      Better Business Bureau:

      I have not received a response from the business in reference to complaint ID ********. The business shipped the items anyway and find that this resolution is not satisfactory to me. However, since the items were shipped, the matter has been resolved.

      Sincerely,

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



       

    • 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.
      An order was placed on 7/25/22 the company held funds however yhe items have not been processed and or shipped. When I initially contacted the company I was told a refund could not be issued until items were received but the company could not tell me when the items will be shipped. I asked to speak with a supervisor and was placed on hold for over an hour and then the phone was disconnected

    • Initial Complaint

      Date:08/08/2022

      Type:Customer Service 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 have been unable to use my New York and Company VIP credit card for some time now. I decided to go ahead and try to determine what the issue may be and even though I expressed the customer service representative look into the issue on the site when ordering even though it mentioned the issue was with the credit card I was continually told I needed to talk to ************* the issuer of the card. Issue: when attempting to check out and use the card which has been set up as the default payment method for some time I get a message an issue has been encountered with the card, to retry or use another card. The representative did nothing to see if there was something on the site that was causing the issue.I called Comenity on 8/8 and was given the same thing in reverse, you need to talk to customer service. I explained I was told the same by customer service and asked that Comenity and Customer speak to each other to resolve the issue. The rep ***** is the name that was given kept telling me I needed to talk to ***************** I asked that this be escalated and I asked for a manager, I was put on hold and then told I was being transferred. He transferred me to ***************** I find this rude, offensive and extremely unprofessional and a total lack of ethics just to pass the issue on to someone else. As with the order placed on 8/7, I do have other options to pay for my orders and using the New York and Company credit card was not a privilege it was theirs to have me as a customer. My account has a zero balance and can stay that way. Even after holding again **************** told me there is nothing they can do determine where the issue resides and to try the card with other sites or services to see if it works there - I have no reason to make unnecessary purchases or to resolve an issue for Comenity or New York and Company.

      Customer Answer

      Date: 09/03/2022

      Better Business Bureau:

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

      Sincerely,


    • Initial Complaint

      Date:08/08/2022

      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 ordered this order and it still has not shipped. I called for a refund and I was told because they secured the money. I asked to cancel the order because its been 18 days and the order still has not shipped. I sent 2 emails and no one responded. I called and they said I cant get a refund because they secured my money. I just want a refund.

    • Initial Complaint

      Date:08/07/2022

      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.
      There are two parts to my complaint. 1st part - I placed an order *********** for 4 items on July 21st. My order has not been received but 1 of the 4 items. I have reached out via email, chat, and phone and have not been successful in contacting anyone regarding the remainder of my order. The remainder of my order is processing. On August 4th, I received an email asking me to review the items I purchased even though Ive only received 1 item.2nd part - for the past two months, I have been unable to access their website to make a payment on my New York and Company credit card. I called and got assistance over the phone, however, the payment wouldnt go through because of the update to their website that was causing it to go down. When I have called again about this issue, ** told they are aware and have no update for the resolution. Theres no other way to make a payment without calling and even then, no guarantee it will process. It would be helpful to provide updates or assistance to credit card holders.

    • Initial Complaint

      Date:08/06/2022

      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.
      Companies website says orders will go out in 4-6 days. Its been two weeks. No option to cancel order that hasnt been sent. This feels unfair and deceptive. If they cant get orders out as promised. You should have the option of cancel. This was not the agreement when I exchanged my money for good. Feels like a breach of contract. The are making interest off our money while we get nothing in return

    • Initial Complaint

      Date:08/06/2022

      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.
      On Wednesday, July 20th I placed an online order with the online retailer ************* only to be notified of their shipping delays after contacting customer service on three different occasions. To date, I've been told via/customer service my order is still in its processing stage. I was also informed because it's still processing I am unable to cancel the order in hopes of receiving a full refund due to the order being fulfilled at the distribution stage/level. In addition to the information, I was provided with I also was informed of me not being able to receive the items in time as expected despite paying for faster shipping. In my 1st attempt in contacting customer service, I was told the items are processing (although when I checked online the order itself stated 2 out of 3 of the items are out-of-stock) but was later informed an investigation would occur as to why the one item that's in stock hadn't shipped as of yet. In response to the 1st rep. I explained to her they can cancel both of the other items and ship the remaining item. In response to me the rep. replied and stated I would need to call again in a few days to check the status of the investigation. On my 2nd attempt, I was told the order is still in the processing stage. On my third attempt, I was "FINALLY" told the distribution center is moving and therefore this is the real reason why the order never shipped. Afterward, I explained to the rep. at this point, I would prefer a full refund including the additional shipping fees but was told I could ship the items back to the retailer once they ship and then request a refund. The company itself knew they were moving and should have informed their online shoppers of shipping delays on their website in which I was told it is/was. If so I would have taken my business elsewhere knowing the order was placed with hopes of wearing one of the items soon. Overall, there has been no communication on their behalf thus far.

      Customer Answer

      Date: 08/11/2022

      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:08/06/2022

      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 ordered 2 items FAUX-LEATHER PUFF-SLEEVE JACKET and SEQUIN SLIPPER order #*********** at a total of $53.69 - $25 + $5.99 shipping + $0.48 tax = $35.43 taken from my RUNWAYREWARDS Credit Card on 7/29/22. I didn't receive my order so I viewed my status on 8/6/22 to notice that the status was canceled with no notice or email sent to make me aware of this cancelation.I called the customer service at **************, I first spoke to a rep April who informed me to reorder the item and place a second charge to my card while the prices of these items has increase, and there was anything else she could assist me with. I told her that there was already a charge to my credit card and I wont be placing a second charge so I need her to replace the orders I initially place and paid for to be shipped as this was a company issue for non-noticed cancelation. She refuse to assist and stated that there wasn't anything she can do for me as a valued paid customer. So I asked to speak to her supervisor or manager.I was transferred ***** a supervisor who was very rude, disrespectful, insulting and unprofessional. I explained my frustrations, issues and my demands of being charged for two item that I haven't received and the lack of customer service being given a rep and now a supervisor. I was told by ***** that I need to review my email again being she refuse to thing that they would cancel my order with notification and that I was lying that my account was charged. If this isn't a supervisor who was very rude, disrespectful, insulting and unprofessional then I don't know what is. I spent 1hr and 17 mins on this call with no items, still a having a $35.43 charge to my card, and feeling irritated by how I was treated by a rep and a supervisor.I outreach Credit Card company at ************** and they where unable to refund the charge because the was any cancelation in the system for them. I'm not getting any assistance and at this point this is fraud. I need help to resolve this.

      Customer Answer

      Date: 09/01/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/06/2022

      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 place order numbers *********** and o ******************* on July 21st and July 24th. I have not received my order or any update on their status. I emailed customer service on 8/3 and still no response. This is bad business and poor communication.

      Customer Answer

      Date: 09/01/2022

      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,

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

    New York & Company is NOT a BBB Accredited Business.

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