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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.
    • 216 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:05/11/2024

      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 11/26/23 I placed Order No. ******* in the amount of $159.13. Upon receipt of the items, I kept 1 pair of socks ($6.48)) and 1 tweed skirt ($34.98). I returned all items except the above referenced socks and skirt on 1/20 via United ********************** To date, I have not received a refund. **************** has been completely unhelpful and clearly has no intention of processing my refund. When I tried to call customer service, I get disconnected. I was told via email that the only way to communicate with customer service is via messenger and email. Interest in the amount of $15.44 accrued on my account based on NY&Cos failure to reimburse me in a timely manner. This is unacceptable and disappointing considering my loyalty to this company over many years.

      Customer Answer

      Date: 06/05/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/10/2024

      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 completed Order ******** on January 4, 2024 for $54.00. I returned all items before the return deadline. I got an email saying that the returns had arrived January 26, 2024. I have received no refund and no replies from NY and Company since. I have emailed them and called them with no response even though they have had my return for over two months.

      Customer Answer

      Date: 06/05/2024

      Better Business Bureau:

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

      Sincerely,

      *** *****

    • Initial Complaint

      Date:05/10/2024

      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.
      This order was place on 12/23/23 and returned on 1/16/24. The company stated they received the return on 1/23/24. Today is May 10, 2024 and I have yet to receive my refund for this product that was returned. $160 ish should be my refund for the products sent back. When I contacted them in ********, I was told to allows 41 days to receive confirmation of return process being complete. I have yet to receive that email or again, my refund.The order number is: ********

      Customer Answer

      Date: 06/04/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/10/2024

      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 placed an order and asked for expedited shipping for a dress and handbag on Sunday, 5/5. Today is Friday, 5/10 and the items still have not yet shipped. I have called NY and Company five times this week and every time I call during normal business hours they tell Me that I need to call back during business hours and I get immediately transferred to a voicemail. I tried emailing them and it bounced right back.

      Customer Answer

      Date: 06/04/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/10/2024

      Type:Product 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.
      Made an online purchase for items that I received. 1 of the items doesn't fit.Followed the online steps to generate a shipping label. None was generated and error message asking to email help desk for assistance. Email sent to help desk. Generic email received that the email was received. No subsequent follow-ups.Phone calls to customer care have gone unanswered. Subsequent emails have returned undeliverable due to full email box.All stores are closed in **************Unable to find return address online and unable to reach a customer service agent to obtain either ********** label or 2) shipping address.

      Customer Answer

      Date: 06/04/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding New York & Company has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:05/10/2024

      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 placed an order on May 1, 2024 for a pink dress. I paid extra for the 3-4 day shipping. The package arrived on May 9, 2024. It is the wrong item. A size 4X Yellow Tweed Blazer. I have emailed the help address provided on the ************* website, only to receive an error message back stating the inbox is full. If you call the customer service line, it sends you to voicemail to leave a message and no on returns the call. There is no one to connect.

      Customer Answer

      Date: 05/30/2024

      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:05/09/2024

      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 am extremely upset. I placed two orders, one in January and another either late January or early February. I sent items to be returned. I received two confirmations that my items had been received but they were experiencing a delay in returns but heres an extra 10% off. I waited patiently and finally received a refund for the second purchase in March. However, they only refunded me for two of the three items. Additionally, I ordered a pair of shoes and initially NYC website said my order was partially filled.I tried finding a number to call and left a voicemail. Never received a call back. So I emailed the help NYC email. Never received an email back but I noticed afterwards that my order said fulfilled and there was a return to credit card, however the blouse I returned was no longer included in my list of return items. It is now May 8 and I have not received a return for the very first purchase in January. This is absolutely ridiculous. Needless to say I will never shop here again!!!

      Customer Answer

      Date: 06/04/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/09/2024

      Type:Product 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 two orders and paid for expedited shipping; however, I have not received the items as per the agreed upon time frame, which has inconvenienced me greatly.My initial order (with free shipping) in early April went unfulfilled after several weeks for no apparent reason, without an email and/or explanation from the company. I thought paying for shipping would ensure timely delivery next time, but I was wrong. *** called, left a voicemail and emailed the company to no avail. My email was returned as undeliverable because the mailbox is full.

      Customer Answer

      Date: 05/24/2024

      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:05/09/2024

      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 placed an online order with New York and Company on April 13th. I purchased six items for a total of $275.00 order # ********. I received my order with no issues. The items did not fit and on May 3rd I processed an online return to return all items. The return went through and I received an email with the return label. I am not able to print the return label due to an error. I tried to print the return label from other laptops and I get the same label error message. I have reached out to New York and Company several times via phone, email, and text. No one has followed up with me. I would like to return the items (need a return label emailed to me) and have the refund issued to my credit card. The amount that is owned to me would be $265.05, since there is a handling fee of $9.95 ($275- $9.95 = $265.05). Please note that the items need to be returned within 30 days or I will not receive a refund.

      Customer Answer

      Date: 06/04/2024

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

      New York & Company emailed me the return label. Items were returned and I'm waiting for them to issue credit back to my credit card. 

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:05/09/2024

      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 made a purchase from New York and Company. Their stores are only online, so there is no way to try items on to see if they fit before purchasing them. So, I ordered my usual size, but a few items still did not fit. They state that they have a return policy which is the only reason I would buy from them since you cannot try the items on and would spend money needlessly for things you cannot wear. Well, when I realized a few items did not fit, I tried to contact them for a return, but there is no way to get in touch with anyone and they have disabled the online return feature as well as taken the return sticker off of the invoice. These are terrible, terrible practices for a company. I'd decided to give this company another chance and spend more money with them since the last issue was corrected, but now, it seems they've gotten even worse. I would simply like to return these items that do not fit. If they'd act honestly, I'd be happen to be a return customer as I've spend thousands upon thousands of dollars with them over the years, but these recent practices are only driving customers away.

      Customer Answer

      Date: 06/03/2024

      Better Business Bureau:

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

      Sincerely,

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

    New York & Company is NOT a BBB Accredited Business.

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