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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

    • 2,532 total complaints in the last 3 years.
    • 208 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:05/23/2024

      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 purchased clothing as a christmas gift for my daughter. 3 of the 4 items did not fit so I processed a return to the company and mailed the 3 items back to them. I received an email on January 30th advising that they received my items back on January 26th and they were processing the refund. On February 9th I received a follow-up email indicating that due to the high volume that my refund was delayed and may take 41 days to process, those 41 days have come and gone. From February 9th I have not received the refund or another update. I have attempted to call them 4 times, never getting an answer, and being put into a general phone mailbox to leave a msg that is never returned. I have also sent multiple emails to them looking for an update and they have not replied to any of them.

      Customer Answer

      Date: 06/17/2024

      Better Business Bureau:

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

       

      I sent them another email about my refund that has not been received and they emailed me about that, however they did not respond to the Better Business Bureau complaint that I made.  They still have not refunded me the money, I have attached their response that I received. How are they allowed to even do business anymore with the amount of complaints against them?

      Sincerely,

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


    • Initial Complaint

      Date:05/21/2024

      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.
      On April 4, 2024 I made a purchase from this company I was charged to my credit card on April 5. I eventually got a notification that my package was delivered yet I had not received it. I contacted the company on April 12, 16 and 17 before I got a reply. Then they contacted *** who provided a picture that they had in fact delivered my package on April *************************************** a public lobby. I never received the package. I can only assume it was stolen. I have emailed more than a dozen times total asking for a refund and have been told they are looking into it. It has been 7 weeks and my attempts at resolution or escalation are being brushed off with apology emails.

    • Initial Complaint

      Date:05/20/2024

      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.
      Ordered 5 pair of TALL pants on 5/3/24. Site description states TALL is 34 1/2 inch inseam. I received 4 pairs and the inseam is only 32 inches which per the site is the inseam for REGULAR size pants. I emailed the company 2x advising of their mistake and requesting an exchange so they can send me the correct pants and have yet to receive a reply. I could not locate a phone number to call customer service. In addition, I never received the 5th pair of pants. The order status says unable to fulfill that item but I was charged for them. Please refund the pants I never received and either exchange or refund the pants that were sent in error.Order # ********

    • Initial Complaint

      Date:05/19/2024

      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 Thursday, March 28, 2024 and I never received it of of today Sunday, May 19, 2024. My order number is ********. Tracking number is *****************. It shows me that a label was created, but no update since April 22,2024. I've called and email New York and Company several times and still no response via phone or email, but the money was deducted from account. Can you please refund my money or send my items within the next week or so?

      Customer Answer

      Date: 06/13/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/19/2024

      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 an order online at *************************************** on March 23rd, 2024.The order included six items. I received an order confirmation that stated that I will be notified once items have shipped. However, the items were sporadically shipped. I didnt know when to expect them. April 5th - I contacted them via customer service email but they didnt respond. I tried calling and keep ringing then to voicemail. April 9th - I followed up.April 11th- I received a reply saying the order is still in process. (This was a blanket statement and no tracking provided) of the order was still in processed how was I still receiving pieces randomly?April 16th they claimed to follow up with the warehouse team.April 23 I followed up and requested a refund.April 24- they give generic response.I told them Ill be filing a report with BBB.April 29th - another generic response. Saying the order is still unfulfilled and theyll follow up with warehouse to expedite shipment.I requested tracking information since they have been untruthful with order status.April 30th - they responded saying they will escalate to higher team. May 19 - no responses or refund from them. So I followed up. Still have not received and tracking for missing item- Long Sleeve Striped Cross-Back Shirt 1 MEDIUM / BLUE - BLUE DESTINY / *****

      Customer Answer

      Date: 05/19/2024

      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:05/17/2024

      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.
      On 4/26/24 I placed an order mainly to replace a WRONG item I received. About 3.5 weeks prior, I placed the original order which included a solid purple dress. I received a flowered item in the wrong size instead. I emailed them to let them know of the error and placed a new order for the dress (at $20 more!) thinking theyd receive my email and Id get a refund while the correct item was in transit. Nope. It took them 2-3 weeks to respond to my email with no offer of a refund and no asking questions such as which item did you receive instead. In total I am out approximately $100 for 2 dresses I never received. The dress circled in the picture is the one I never received.

      Customer Answer

      Date: 06/11/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/17/2024

      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.
      On 12/10/23 I made an online purchase with NY&CO. 2 of the 3 items were incorrect. I called customer service. I returned items. They verified they received both items. I received only $4.40 out of the $30 they owed me. I have left about a dozen messages. I have emailed pictures and receipts numerous times in past 5 months. Still no refund or any attempt to resolve situation I feel I was scammed by this company

      Customer Answer

      Date: 06/11/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/15/2024

      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 #******* I received the wrong shirt! (the yellow in attached photo). Please send the correct shirt (the blue and white shirt in the attached photo) before it sells out and send a return label for this hideous shirt that was sent in error. I needed the correct shirt for an event, therefore, if you can, please expedite it that would be great, Thanks!!!-************************* Order was placed On Wednesday, May 1, 2024, New York & Company I received and emailed them at ******************************* and their service email on 5/14 and today 5/15 with no response. I also called and left many messages with no return call. This is a frustrating situation and feels like a scam I will *** as its the principle of the matter and file an online complaint with the States attorney general as well.

    • Initial Complaint

      Date:05/13/2024

      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.
      NewYork&Company charged mt **** account $158.70 on May 10,2024 and took the money out on May 11, 2024 and never gave me an order number. I have ***** of searching for an order and I've been calling these people since May 10, 2024 and my last ten calls to, ****************************** was on May 13, 2024 with no avail.I spoke with, ***** and the rest I'm sent to a recording asking to leave a voicemail.

      Customer Answer

      Date: 06/08/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/11/2024

      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 on March 16, 2024 and have not received the order. I called CS for 3 weeks straight, leaving my contact info as instructed, but received no call back. I was also emailing and after the 5th email, I received a response the order was still in the warehouse,and would be shipped. Still received nothing, and was told that it was raised to upper Mgmt. Although I have asked via email and called regarding the status, I've not received the order nor an explanation! I just want a full refund, not a store credit!

      Customer Answer

      Date: 05/20/2024

      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,

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



       

    New York & Company is NOT a BBB Accredited Business.

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