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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.
    • 242 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:07/26/2022

      Type:Delivery Issues
      Status:
      Unresolved
      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 on 7/17/22 for 9 clothing items from this merchant, all of which their website claimed were in stock and available for shipment. To date, they have shipped 2 of 9 of the items ordered, Ive received 1, and the others are still listed as processing. *** attempted to contact the merchant via chat, phone, and email and received no response or assistance. I request assistance with receiving the items I purchased, thank you.

      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; 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 and continued patronage 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]

      New York and Company still failed to address the missing *** shipment that they claimed was received and was NOT delivered.  Additionally, they also failed to provide a timeline as to when the remaining 8 items of my order will be shipped. This is unacceptable. They need to resend the missing item plus the remaining 7 items ordered AND provide an estimated delivery date for these items.  Theyre already running a minimum of 2 days beyond the anticipated delivery date for the entire order and they have failed to provide any detailed information as to when the remaining items will be delivered.  

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/01/2022

      Good Afternoon,

      We are glad to confirm seven remaining items shipped with *** tracking ****************** and is in transit. The two items ******** and ******** that were included with the initial shipment with tracking ****************** cannot be reshipped. Since we are not able to resend those items, a refund has been processed for the two items in the amount of $24.64 back to **** ending *****. An email will be sent confirming the refund; please allow 3-5 business days for the refund to reflect on your method of payment.

      Again, we apologize for any inconvenience caused and thank you for your patience during this time.

      Sincerely,

      ******** & Company Customer Service

      Customer Answer

      Date: 08/01/2022

      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:

      The refund for initial shipment to the card ending in **** will be rejected as that card was deactivated due to fraudulent charges. If **&Co is going to issue a refund, they will need to do so to a different card or by other means.

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:07/26/2022

      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.
      On 06/22/2022, I paid my account completely off with an over payment of $487.03. Then on 07/15/2022, my account was charged a $10.02 interest fee when I dont have a balance on my account. *** called regarding this issue as well as being charged three times in June of *********************************************************************************************** the month.

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 7/7/22 I placed an order and the next day i reached out to **&C, i waited on the line for 34 mins for a rep;. to pick up but they never did so i sent an email advising them that I forgot i had a $25.00 gift card I needed to apply to my order i just placed the day before. I received an email with a ticket# stating someone would be in contact with me. I also reached out on 7/13/22 requesting a price adjustment and basically my entire order needed a price adj. I reached out within the time frame **&C as stated in their clause for a price adj. I received a ticket # someone would be in contact with me. No one never called me. So i called **&C on 7/20/22 waited on the line for 42 mins. Spoke to ********* advising her of everything that happened. She stated that my gift card could only be used when i use my **&C credit card. Told her ok no problem. I advised her of my price adj. issue she says i was over my time it needed to be submitted within the time frame. I advised her it was submitted and i reached out several times thru email and no one never responded back to me nor called me. She then asked what all needed to be adjusted, told her my entire order. She then says for me to send it to their service email told her "I DID', I sent it 3xs and no one responded back to me and the only thing i received was a ticket #. She then says I can give you a 10% off your order , told her no that will not suffice b/c my price adj. is more than what she is offering. . At this point i advised her to transfer me to a supervisor she says they are going to tell me the same thing. told her that's fine i will let them tell me. She placed me on hold 3xs trying to locate a supervisor. She then says she couldn't reach anyone and that she could have a supervisor call me back within 24 hours. I asked her was there a ticket # associated with this call she says no its just escalated Its been 5 1/2 days which is more than 24 hours and i have yet to receive a call from a spvsr.

      Customer Answer

      Date: 08/19/2022

      At this time, I have been contacted directly by ******** & Company regarding complaint ID ********, however my complaint has NOT been resolved because:

      [Your Answer Here]

       They reached out to me for the first issue, however for the second issue $25.00 refund they have yet to respond. I attached the email response from them. 

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:07/24/2022

      Type:Service or Repair 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 made a purchase online on July 12, 2022 and the order is still processing. I have reached out to the company SEVERAL times and my order without being successful. I attempt to track the order daily and it only states that it is processing. Today is July 24, 2022 and its still processing! This is fraudulent!! I currently have them on the phone now and I have been waiting for an hour for someone to pick up. My next move is to call my bank and report this as fraud. I have yet to receive my product or and update. This is apparently an ongoing issue and I wish I would have read the bad reviews about this company on social media before I ordered from them.

      Business Response

      Date: 07/25/2022

      Good Afternoon,

      Thank you for reaching out. We sincerely apologize for any delays being experienced with your order. As a result of a high volume of orders leading to shipping delays, we are experiencing higher than normal wait times. Rest assured, we are working hard to ensure orders arrive as quickly as possible.

      We are glad to confirm that your order *********** shipped today with multiple shipments via **** Priority Mail tracking numbers that we've included below. We've also sent an automated email confirming the shipment.

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

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

      ********************** 

      Again, we apologize for any inconvenience caused and thank you for your patience while the order was shipped.

      Sincerely,

      ******** & Company Customer Service

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 for $89.65 on July 15th and paid extra for shipping so that it would arrive by July 25th at the very latest. As of July 21st the order has not even been processed. I am moving on the 27th so I needed the package here by the 25th. I have reached out to **&C twice over email, three times over chat, and three times on the phone. Only ONCE, on the 21st via chat, did I receive an answer. The customer service **** ****************** informed me that I cannot cancel my order because there is only a short window in which that can be done. How was I supposed to meet this window if nobody answers the phone? While they did refund my shipping fee of $7.99, I want a refund for the entire order since I will not receive it anywhere near the timeframe I was told.

      Business Response

      Date: 08/01/2022

      Good Afternoon,

      Thank you for reaching out. We sincerely apologize for any delays being experienced with your order.


      We are able to confirm that your order *********** shipped with *** tracking# ****************** on 07/28/2022 and an automated email was sent confirming. As the order has shipped we were not able to cancel the order.


      Again, we apologize for any inconvenience caused and thank you for your patience.

      Sincerely,

      ******** & Company Customer Service

      Customer Answer

      Date: 08/02/2022

      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]

       

       This is unacceptable. Per the ************************* if a business cannot ship within the promised time (which was by July 23rd as I was told the package would arrive July 25th at the latest and I paid for faster shipping), then it must notify the customer of the delay, provide a revised shipment date AND explain his or her right to cancel and get a full and prompt refund. I was never notified by NY&***************, but instead reached out on my own, MULTIPLE times, to cancel the shipment at least a week before it was finally shipped. I needed the product to arrive by July 25th because I moved out of state on the 27th. The products were shipped after I requested multiple times for it to be canceled, and now I will not receive the product as I no longer live at the shipping address. I am still requesting a refund per FTC policy.

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:07/15/2022

      Type:Sales and Advertising 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.
      Order#************ I placed this order in May. I got excellent deals, and was able to use their online code discounting 70$ off 150$. I had an additional coupon giving me 10% off. My order was less than $80. 2 weeks went by and I had no notification the order shipped, so I looked at it online. My order total then was $130. That was NOT my original total. I called and the man told me the order price can change daily??? I would not have spent that amount on clothing for myself. So I then asked to cancel the order, which he was able to do. I got an email 5/16 that my order shipped. I called again because I canceled the order once the price changed. I've sent countless emails, called and held on phone for over 30 mins and no response with their chat. I used my ******* credit card. I recently made an $80 payment. I am looking for the original price of my order to be honored. I also know that they must have removed my code because my 10% discount was $7.59 which would be close to an $80 order. I still have the order in the unopened box and will return for a refund of $80, and the unpaid amount removed from my card balance.

      Business Response

      Date: 07/18/2022

      Good Afternoon,

      Thank you for reaching out. We apologize for the confusion regarding order ***********. According to our records, the order total was $128.25 which would not have qualified for a $70 off $150 coupon since the order total didn't meet the $150 threshold. There is a coupon adjusted on the order in the amount of $7.59. Only one promotion can be used at a time on an order if placed within the appropriate timeframe of the coupon. In addition, we do offer sales daily and item prices are subject to change from the time they were originally added to the cart. We've provided both the terms and conditions of our coupons and terms and conditions of the cart for your convenience below.

      Promo Code Policy:

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

      One promo code per customer. Not valid on previous purchases, gift boxes, shipping fees, Clearance/Redlines, Doorbusters, NY Deals, Gift Card purchases, during Buy One Get One Free or sitewide 40% off or greater sales. Not redeemable for cash, nor accepted as payment for any credit card account. Discount applied at time of purchase will be taken off each item returned. The discount may not be reapplied to items being exchanged except for size or color. Cash value of 1/100 cent.

      Accuracy and Integrity of Information - Item Pricing

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

      Although we attempt to ensure the integrity of the Site and accuracy of the Content, it is possible that the Site could include typographical errors, inaccuracies or other errors, and that unauthorized additions, deletions and alterations could be made to the Site by third parties. Company makes no guarantees whatsoever as to the correctness or accuracy of the Site and Content. We reserve the right to correct inaccuracies or any omissions and update information at any time. In the event that you become aware of an inaccuracy, please notify us so that we can correct the inaccuracy. Information contained on the Site may be changed or updated without notice. In addition, the availability of products and other items on the Site may change at any time, without notice. The pricing for products and other items in your shopping cart may also change from the time you originally placed the items in your cart. Therefore, always review pricing for your products at the time of checkout. Please note that the colors of items and products may depend on your monitor and may not be correctly displayed.

       

      Sincerely,

      New York & Company Customer Service

       

       

      Customer Answer

      Date: 07/19/2022

      You are not understanding. The original amount of the order was not $128. It was actually over $150, that's why I got to use the $70 off coupon. I received a coupon in the mail, with no inclusions. It was an extra 10% off. The 10% was $7.59 which is 10% of $75.90. I will just put Return to sender on the box and send it back. I do not want any charges on my credit card, and close the account.

    • Initial Complaint

      Date:07/15/2022

      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 made a purchase on the 10th of July. After repeated failed attempts to make contact with customer service, I decided to send an email. I received an email back telling me the order could not be cancelled as it was being shipped. As of today, the order is still processing, and reaching customer service via chat or phone is a complete joke! I just want the order cancelled.

      Customer Answer

      Date: 07/18/2022

      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:07/14/2022

      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 purchased an order for $228. I paid for 2 day shipping it didnt receive it in that timeframe. I returned the order and never received my refund. Ive called customer service 7 times and Ives sent 5 emails but I still havent received my refund. Ive attached pictures of the emails and responses

      Business Response

      Date: 07/18/2022

      Good Afternoon,

      Thank you for reaching out. We sincerely apologize for any delays experienced with your order. As a result of a high volume of orders leading to shipping delays, we are experiencing higher than normal wait times. Rest assured, we are working hard to ensure orders arrive as quickly as possible in addition to order responses.

      I was able to take a look at the *** return tracking which shows the package was in transit to our facility, but there is no further movement beyond 5/30. As such, we've deemed the return package lost in transit. We've processed a full refund for the order in the amount of $228.58 back to the Afterpay account used on the order. Please allow 5-7 business days for the refund to reflect on your method of payment.

      Again, we apologize for any inconvenience caused and thank you for your patience.

      Sincerely,

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

      Customer Answer

      Date: 07/18/2022

      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:07/13/2022

      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 July 6h and I went online to check the order, and it still stated its in process. I reached out via online chat, and I was told by agent Den A Den A. (NYCO): Due to the high volume of orders being received, it will take a few more days to ship your items. Den A. (NYCO): Please allow you to wait on nor before 07/21/2022 to receive your order. This should be communicated by the company that the orders are backed up and give the customer an option to wait or cancel. I requested for the order to be canceled because it's still in process, I was told by DEN A (NYCO): I'm so sorry once the order is already in process we don't have the access to cancel it. The order has not left their warehouse nor ready to ship and I don't understand why I can't cancel. This happened to me in April as well. Was told the same thing. I received the merchandise while I was on vacation, Because I didn't receive the order in time I had to spend extra money on clothes from another store. Order number is ***********. I want the order canceled.

      Business Response

      Date: 07/18/2022

      Good Afternoon,

      Thank you for reaching out. We sincerely apologize for any delays being experienced with your order. As a result of a high volume of orders leading to shipping delays, we are experiencing higher than normal wait times. Rest assured, we are working hard to ensure orders arrive as quickly as possible.


      We are glad to confirm that your order *********** shipped from our warehouse today with **** tracking number **********************. As the order has in fact shipped, the automated email with tracking will be sent shortly and we unfortunately are not able to cancel the order. Feel free to return the order back to our warehouse upon arrival as we cannot stop the shipment at this point.

      Again,we apologize for any inconvenience caused and thank you for your patience during this time.


      Sincerely,
      ******** & Company Customer Service

    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.

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