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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

    • 2,536 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.

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    Complaint status

    Complaint type

    • 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.
      I placed my order on 6/9/2022 order # ************ I order 3 item and they did not fit so I sent all 3 item back on 7/1/2022 through *** tracking number ******************. This package was received at your dock on 7/5/22 and ***** accepted the package. The item that I need credit for is the Belted Colorblock Jacket item # ********. I have tried to resolve this issue by calling customer on 3 different occasion on ( 7/14,7/21 and7/28). The wait time for these calls have been 40-50mins each time and still no resolve. The customer service rep's are hard to understand and if you ask to speak with a supervisor that is not an option. I was asked for my phone number on 7/28/22 and told that someone would be given me a call back with an answer as to when I would be receiving a refund. I have tried to get this resolved my email the company at ********************************** and no one has contacted me by this method either.

      Customer Answer

      Date: 08/27/2022

      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:08/01/2022

      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.
      NY&Co they are not even trying to ship out peoples orders and this has been going on now for over three months I know because this is the second time Ive had this experience and I thought if I waited then maybe theyd get it together but theyre not even trying theyre not even providing timelines they dont move peoples order you can pay for shipping it does not matter how much you pay for the shipping to get it there quicker they ignore everything and they dont provide any information.It seems this company does not understand the importance of keeping people posted with an expectation because my first email after I made my order and selected the payment for the shipping that I had specifically not use the free option and paid for it then Usuals no movements whatsoever as usual this company never never

    • Initial Complaint

      Date:08/01/2022

      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.
      Hello,Im reporting this company because it has failed to ship orders and charges the consumers. They can not be reached via e-mail or phone.

    • Initial Complaint

      Date:08/01/2022

      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 order #*********** on July 17, 2022 for six items for $57.22. I received two of the items roughly one week later. About 10 days after placing the order I contacted customer support via chat to inquire about my remaining four items I'd ordered. I was let know that they had acknowledged my order but no tracking was available yet. Today is August 1st. My order has only still just been acknowledged. I'd very much like to know when I will get my shorts. I ordered them to take to the beach with me three weeks in advance and no it looks like I won't be getting them in time. I would prefer not to get a response back about 'shipping delays' it shouldn't take two+ weeks to ship something claiming to be in stock.Also, the two pairs of pants I did get from my order were not good quality. The material feels cheap, hangs poorly, and has loose threads. The stitching is also uneven and badly so. Love the pockets though, they're a shopping 2 inches wide, so useful! #scarcasm

    • Initial Complaint

      Date:07/29/2022

      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 07.16.22 I placed an order for 5 items on New York and Company's website totaling $144.10 and I have yet to receive my items. I've spoken with 5 ** and *** associates and all they tell me is my order is still processing. The delivery date, based on my chosen method of shipping, was 07.27.22 but my items never arrived. I checked my order again today and it's still in a processing status. I made a 6th attempt to get an explanation, speaking to Marah but she nor any other associate can provide any information. I asked to speak with a Supervisor or Manager and was refused the option. I explained to each associate that these were items I ordered for an upcoming vacation and was told that I should receive them by/before 7.27.22 but unfortunately that was not the case. I want my items and I want to speak with a Supervisor or Manager.

      Customer Answer

      Date: 08/07/2022

      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:07/29/2022

      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 made a purchase of $89.17 for order *********** on 03/27/22. Product was returned using a ***** generated *** label tracking ****************** on 04/15/22. As of 05/07/22 the return had not been processed so I created an online case #********. On 05/24 I followed up on the case and received a generated response to call or chat online. (My follow up generated a second case, # ******** that I did not receive a response on until 07/07) I tried for two weeks prior to chat online, there was never an agent *****. I called ************ 3 times on 05/24, each time on hold for 25+ min. When I spoke to an agent, she told me to contact *** regarding the return, ***** "couldn't help me with it since *** lost it." I called ***, they could not help me since I did not generate the label; "it had to be ***** to file a claim". I called ***** on 05/26, on hold for 24 minutes. When I spoke to a woman, she told me I had to speak with ***. I explained to her I had done that; *** needs **&C to do the claim as it is their acct that generated the label. She told me no, she won't do a claim, that I need to do this myself. I told her I was unable to because it is not my *** account; that I have tried to do what I can to take care of this on my own and cannot. I told her I would accept store credit, or anything to make this right. She stated again she would not help me. I attempted to explain again that I could file a claim, she interrupted me and said "no, I will not help you" then hung up on me. To date, the tracking number has not been scanned. I understand the package is lost in transit with ***, but I am unable to file a claim as I used *****'s return label to ship the return. I tried setting up an account with ***, I was still unable to do so.

      Customer Answer

      Date: 08/23/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/28/2022

      Type:Delivery Issues
      Status:
      Answered
      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 mailed back my order via **** in April and still have yet to receive my refund of $50. tracking number for my package was ******************************. I purchased a top and a dress that did not fit and have not been refunded in 3 months. I also placed order number *********** and I called today to cancel the duplicate items from my order that was placed on 7/21/2022 which have not shipped yet and after going round and round with ******************** representative. Who told me my items could not be canceled, I would have to receive my items then return them. I informed her what she should already know if she was looking at my account the items are final sale and cannot be returned. My request to escalate my concern to a more competent proficient individual was unmet because she claims there was "no one available and I would have to call back in an hour". Refund my original return and cancel the two perfect scoop neck tanks and the pants off of this order I have already received them.

      Business Response

      Date: 07/28/2022

      Hi, 

      We have checked the account of the customer and has sent an email to her regarding the cancellation request and the refund of her returned item. We will also provide an update to the customer once we get the information about the refund she has not received for 3 months. 

       

      Thank you!

       

      Regards,

      New York and Company

    • Initial Complaint

      Date:07/28/2022

      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 an order with ******** &Company on July 15 2022 order # ***********. We supposed to be sent within 7 days. I check the order status and it still says processing and when I call the **** number I can't get through to a representative. I have called 3 times and have been on hold for more than an hour and half. Tried to chat online and can speak to a live person there either. All I get is a rebot and an voice recording. Want to know if I will be getting my order or if not I want it canceled and all money refunded. Thank you

    • Initial Complaint

      Date:07/27/2022

      Type:Billing 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've tried calling these people over twenty-eight different times. I have spoken with some nasty ill-bred unprofessional reps in customer service. I tried to settle this matter with them with no avail they didn't give me any answers concerning the money I spent with them on the items/orders. I palced three different orders and still haven't recieved what I've PAID these people for! I paid for sunglasses and never recieved them. I called these people and spoke with, *** on July 27. 2022 who became very RUDE and hung the phone up while I was talking trying to explain to her that I didn't recieved the item, from order #***********FLAT-TOP SQUARE SUNGLASSES ******** INSTOCK SIZE:NON SIZED COLOR:BLUE ORDER # DATE ITEMS STATUS *************/19/20227 ItemsPartially Shipped Charge to Credit Card$54.50 ***********07/16/202219 ItemsPartially Shipped Charge to Credit Card$118.33 *************/15/20227 ItemsProcessing Charge to Credit Card$136.85

    • Initial Complaint

      Date:07/26/2022

      Type:Delivery Issues
      Status:
      Answered
      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 7/16/22 and the status still says "In Process". I have yet to receive any shipping confirmation and it is next to impossible to speak to a live customer service rep. Have tried to use the live chat option numerous times and it continues to say please allow us time for processing. Tried to call to speak with someone and had to disconnect after waiting over 30 minutes for a live rep. ******** customer service! My order # is ***********

      Business Response

      Date: 07/27/2022

      Good Morning,

      Thank you for reaching out. We sincerely apologize for any delays being experienced with your orders. We are experiencing longer than normal shipping delays resulting in longer wait times; rest assured we are working hard to ensure your order arrives as quickly as possible and we are working with our team to prioritize your shipment. You will receive a confirmation email with tracking as soon as your order is on the way.
      Thank you for your patience during this time.

      Sincerely,

      ******** & Company ****************

      Customer Answer

      Date: 07/27/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

    New York & Company is NOT a BBB Accredited Business.

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