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

    • 2,536 total complaints in the last 3 years.
    • 241 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:08/05/2022

      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.
      ORDER NUMBER: *********** was placed online on 07/01/2022. I paid for expedited shipping of $9.99. My shipping was not expediated and I asked for my money back. I called 2 days after I placed the order to advise that several of my items has price changes and they said they would price match. I was supposed to receive a credit for shipping and price matched and I never did. Then I returned 3 items (in the same box) and only received credit for 1 item. I have called **** times since 07/01/2022. I still do not have my credits. At this point they are stealing from me, especially with the returns, then promising to price match, then I paid for shipping and the items did not come to any faster. Also shortly after this, they sent out an email about shipping delays which further proves that I need my $9.99 back! I have attached a breakdown of why they owe me $101.41 in credits and it should be some additional funds for the pain and suffering of having to call back and forth!

    • Initial Complaint

      Date:08/04/2022

      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 clothes for my wedding on July 23.I was supposed to receive them Aug2.They never came.Its still saying processing and they took my money.I called ** and company .They were not trying to make any attempts to rectify the situation.I requested to speak to a manager twice.They gave me an excuse.I just closed my ** credit card with them.I never had a problem with them before,but I can see this would have been ongoing so I will take my business *********.

    • Initial Complaint

      Date:08/04/2022

      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 have been calling New York and Company for the past several days in regard to order #********** I have spoken to customer service reps **** and Shaz then I spoke to 2 other reps who only gave me the initials A the * and told me that was their name. No one could tell me when my order would be going out this is a order that has been placed since *uly 18 ************************* process every time that I check. Lastly when I spoke to * she could not give much info I ask to speak with a supervisor which she does help but has me on hold for one hour. Finally when speaking with the supervisor ***** after explaining everything to her and telling her that I just want to cancel the order which she says that could not be done because it is in distribution which can not be true because as I check the order it says that it is still processing. At this point I just want the order to be cancelled and money back to my card. Thank You Kindly

      Customer Answer

      Date: 08/06/2022

      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:08/04/2022

      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 have placed several orders with this company and have not received my refund for a two piece outfit that they only shipped the top and not the skirt. I've called several times and was placed on long holds to only be told different lies. I was advised that I would receive a refund for order number ***********, 2 pc sl wrap crop olive. I have not received a refund and I returned the top after not receiving the skirt twice. I was told that *** should have emailed me a return slip. This is not accurate as I used a drop box and just like the first time I returned the top, I did not receive an email for the return.

      Customer Answer

      Date: 08/29/2022

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 10/11/2022

      Hello Better Business Bureau,

       

      Thank you for reaching out! We have received your email in regards to the customer's concern about her order missing some parts of it. We have made a thorough check and saw that the item send the top part of the item to us. We have processed a refund of $69.66. We contacted the customer by calling their phone number, talked to the customer and set their proper expectations. Also send her an email about the refund confirmation.

       

      If you have any questions, please reply to the email!

       

      Thanks,

      Service | ******** & Company

      Customer Answer

      Date: 10/12/2022

      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:08/04/2022

      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 23, 2022, I placed an order, (Order number ***********) and I paid a rush delivery fee. My order should have been delivered around July 29. I called NY&Co and after waiting on the phone well over an hour, the representative told me my order was received and I would receive my order on August 2. On August 2, I called NY&Co's at ************* and after following NY&co's voice prompts, I was on hold for 1 hour and 15 minutes; no one ever answered the call. I sent a text message and email, but I did not get a response. Later on August 2, I called *************, followed NY&CO's voice prompts, and was on hold for 43 minutes. On August 3, I called both numbers and received an automated message that the numbers are no longer in service. I'm not sure what is going on with the Company--I just want my order to be shipped and I need to know when I will receive the order. I feel that it is fraudulent for NY&Co's website to lead me to believe my order would arrive faster, if I pay the shipping fee. Today is August 4, and still have not received my order. Also, I did not receive thememail stating the order is being shipped.

    • Initial Complaint

      Date:08/04/2022

      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.
      Placed order July 17. Order still processing. I have sent 7 inquiries. First i get boilerplate responses which dont answer my question, then I get a reply with one sentence added to the boilerplate that an investigation will be opened on another 4 business days. What a scam. Either send me my items or refund my money. Horrible customer service.

    • Initial Complaint

      Date:08/03/2022

      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.
      Good afternoon, my name is *******************. I had made a purchase with New York & Company on July 22nd, 26th and 29th for a total of ****** transaction # (************ ***********, and ***********) which includes shipping fees in which the company was charging for standard shipping I was not able to select no shipping fee at all. The purchase that was made on July 22nd was supposed to be delivered to me by Aug 2nd, but when I check the items, the system is still in process and not ship yet. When I contact New York & Company regarding to this order they advised to me they do not know when items will ship because they do not have any of the items in stock. I spoke to a rep on Friday 7/29th that assure me the items would be received by Aug 2. I then spoke with same rep on 08/1 because the system still shows items processing not ship, spoke with supervisor on the same day and they advise items are not available but yet when ask for a refund the supervisor would not issue one to me. I sent emails to the company twice within a week but no response yet from anyone, but yet my money was taken, and I don't have any guarantee of when I would receive my items. I feel taken advantage of because New York & Company took my money without making sure the items would be ship to me first. No one from the company is trying to assist me at all and I need help to resolve this matter.

    • Initial Complaint

      Date:08/02/2022

      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.
      Good afternoon,I have a called New York and Company 2 x about a replacement card. I have called because there system was updating new information which restricted my account to make purchases. They stated they would be sending me out a new card. Today 8/2 I called back to check on the progress they stated I needed to wait for a letter telling me to deny the request and when I receive the letter to call back to speak with a supervisor to ask them to send out me another card. Unprofessional and poor customer service.

    • Initial Complaint

      Date:08/02/2022

      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.
      The first thing I'd like to talk about is that currently I have been on hold with this company for an hour and a half as I type this!!!! I called on the 27th of June and also waited an hour. There have been so many issues but I'll start from the beginning. I ordered pants on 5/13/22 for *****. It took about a week and a half to process the order? It then took another week and a half to actually ship! Ridiculous! I initilly ordered from this company because when I googled them it showed there was a location in the mall near my house. So Ifigured if I didnt like the pants I could always return in store. Alas, after I wanted to return the too small pants I found there was no store in the mall. In fact, there are no stores even remotly close to where I live. I wear a size 2 in every pant I own. These pants were ridiculously small!! Annoying and just why?? Then I called 6/27/22 at 1:20 PM and rotted on the phone for an hour!! I Stated to the representative that I felt I should'nt have to pay return shipping. She told me I wouldnt have to and the phone call was over. When the return went into my account it turns out I was charged for shipping and only given $ ***** return on my $ ***** order. I then called on 8/2/22 and am still currently on hold. Its now been 1 hour and 36 minutes of hearing patchy music and a God awful woman every 2 seconds thanking me for holding and saying a representative will be with me any minute now. I hate this store with a passion and I want my **** $ ****!!!!! Oder number ***********

    • Initial Complaint

      Date:08/02/2022

      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.
      On July 21, 2022 I ordered 3 items from Ny and Company for the amount of $31.56 Order Number ***********. I was sent an email stating my order would arrive in 4-6 business days. On July 26 I tried calling due to not receiving a tracking number for my shipment. I was put on hold for an hour with no associate answering the call. On July 28th I sent an email asking about tracking information for my order but received no answer. I tried sending another email as well as calling again on the 29th and was on hold for over an hour and told by an associate there was no information she can give on when my order would be shipped. I then sent another email asking to speak to a supervisor or the escalation ***** later that day I received a generalized email tell me the order was being processed and I should give the company 24 hours to update processing information. After 72 hours there was still no updated information. I tried emailing again on August 1 and no response. I called again on August 2 and held on the phone for 2 hour and 15mins but still no answer. The business hasn't given any information on when I should receive my order and they make it impossible for any emails or phone calls to be answered to respond to customer inquiries or complaints. I paid for shipping, but nothing has been shipped in the time frame expected as stated in the email order confirmation. If the items were given free shipment, then I could expect a delay, but if a customer is paying for shipping, items should be shipped in the time frame as paid for. If my shipment isn't sent in the time frame given, and if New York and company is going to send it wherever they feel like doing so. Then I shouldn't be expected to pay for shipping. I would like help with receiving an adjustment on my bill to refund shipping cost and to deliver items order promptly.

      Customer Answer

      Date: 08/28/2022

      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.

    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.