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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

    • 2,526 total complaints in the last 3 years.
    • 205 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:04/25/2024

      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.
      On April 1, 2024, I placed an order on NY & Company website. The order total was $110.95. Order number: ******** and item number with the issue is: *****. The price of item ***** was $23.99. I ordered a XL and received a XS. I emailed the company for a resolution on April 8, April 9, and April 13. I also called the company twice on April 15th and four times on April 16th, all times I called I received no answer but did leave a message stating the issue and providing my phone number to call back. My last two messages, I said I will be going to the BBB if I get no response, still to this date (April 25, 2024) I have yet to hear from anyone from the company about getting me the size I ordered.

      Customer Answer

      Date: 05/20/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/25/2024

      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.
      I placed 2 online orders on the ** and Company website on February 9. I received the items within a week of placing the orders. I returned the bulk of 1 order on February 16. According to the tracking information and an email that was sent from ** and Company it was received on February 21 in their processing center. I received an email on March 7th stating that there was a delay in processing my refund and I would receive my credit to my ** and Company account in the amount of $993.26 returned to my ** and Company credit within 41 days. It was been well over 41 days and I have still not received the credit to my account. All the while my account is still accusing interest due to the balance that is on my account. I opened a dispute with the credit card company *************** on March 15 and have not received a resolution.

      Customer Answer

      Date: 05/24/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/25/2024

      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 & Company on December 6, 2023. After receiving the order and trying the clothing items on, 2 of them didn't fit, and another pair of pants shrunk after the first wash (following their washing instructions) so I submitted a request to return all three items based on their return policies (email attached).I sent the 3 items back using the shipping label they provided (even though I had to pay a $9.95 "handling fee" for the items as there is no longer an option to return in store since they closed all of their ************** locations) and received an e-mail that they received my return on February 2, 2024 and that "due to high volume of orders [they] are experiencing a delay in processing returns" (e-mail attached).I then e-mailed the customer support address on March 29, 2024 asking about my refund (e-mail attached) and have yet to hear a peep from this company.I has now been almost 3 months and I would like to have the original amount of $75.27 returned to me, plus the egregious $9.95 handling fee.

      Customer Answer

      Date: 05/21/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/25/2024

      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 March 26, 2024 for the amount of $51.33 they email that was sent states a label was created but tracking number provides no information. I have emailed helpdesk with no response the order number is ********

    • Initial Complaint

      Date:04/25/2024

      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.
      On 3-4-24 I placed an order with New York and *** after a month of waiting I tried to contact this company. They have no phone number listed in their contacts and ask to email them. I emailed this company 3 times within a week of intervals, but they never responded. I found a phone number under complaints about this company and called the number. Every time I called they would put me on 30 minute hold and then was told to call back during their working hours. ( every time I called it was at 2 hours into the companys working hours.). On 3-27-24 I sent another email to this company threatening to take legal action if they did not respond. This time they responded by telling me they were looking into the problem and would get back to me. It is now 4-25-24 and still have gotten no response from this company. Can you please help me get a refund from this company. My order number is #*********

      Customer Answer

      Date: 05/20/2024

      At this time, I have been contacted directly by New York & Company regarding complaint ID ********, however my complaint has NOT been resolved because:   I asked for a refund, since it has been 2 months since I placed this order.  I explained that I no longer need this item and replaced it elsewhere.  They ignored my request and said that they created a ticket to expedite my order.   That was on 5-9-24, I have not received my refund or my order.

       

      [Your Answer Here]

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:04/24/2024

      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.
      I ordered few outfits online from NewYork&Company. They did not fit and so I returned them within the time limit. This happened in January 2024. Since then, I did not receive my refund. The only way to interact seem to be with an email address. The phone number listed doesn't go anywhere when called. They hang up saying I don't have a credit card from that company. I asked multiple times about my refund sending in all details like *** label, order number etc. They reply saying they will look into it. Then nothing happens. It has been 3 months since I have been connecting with no results or refund.

    • Initial Complaint

      Date:04/24/2024

      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.
      On Dec. 7th, 2023, I placed an order (#********) for 3 items totaling $63.76 from New York & Company ********** The order confirmation email stated that the order would ship in 5-8 days. I never received the order. I contacted them via email regarding the order status. I was assured on several occasions that they were looking into this. Eventually, I asked for a refund after weeks passed and the order was never shipped/received. On January 31, 2024, I received an email stating, "To set clear expectations, as of the moment, there is an ongoing delay in the issuance of a refund. Despite this, your issue is already being taken care of by our back-end team, and rest assured that they are doing their best effort to process all the refunds as soon as possible." To date ****** 24,2024) I have not received the order nor have I received a refund. While ******* were responding to emails throughout ******************* the responses have now stopped.

    • Initial Complaint

      Date:04/24/2024

      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.
      I placed the order on March 29, 2024. I emailed the company about a week later regarding when the item will be shipped no response from them. I also called and was not able to get a live person. They told me to leave a voice message. I left a voice message no response for them. Two days later I sent another email regarding this situation no response from them. I used Afterpay to pay for this order. I contacted Afterpay to file a dispute as I had already paid two payments. The order was a total of $130. I had already paid $65. I actually went through my bank at Chase and they reversed those payments so I put in a complaint with ***** and I put in a complaint with Afterpay to dispute it and attempted to stop payments however it wont allow me to. . It is still showing that the item is pending shipment on April 11 , it is now April 24 item was not shipped. I called **** They told me to contact the merchant which I did again by email no response. Im very surprised on whats going on with this company I use to order them all the time with no issues I will never be ordering from this company again. I dont know if NYC switched management or somebody bought it out, but the customer service is nonexistent and its horrible. This company needs to go out of business if its gonna keep operating the way it is.

      Customer Answer

      Date: 05/19/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/23/2024

      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.
      Hi there,I have made several attempts to track down my refund for the below orders:1) N3381746- I'm owed $293.92-*** tracking number 1***************** shows received by warehouseon February 12th (over two months ago)2) N3412038-I'm owed $123.71 *** tracking number 1***************** shows received by warehouse on 2/22 (over two months ago)Can someone please help me, I'm waiting for a lot of money to be refunded back to me. Please forward this to someone who can help. I don't understand why I'm not being refunded. I'm an avid shopper at ** and Company and this normally doesn't happen when I return items. Please forward this to a higher up or manager who will take action and help me with this request. I don't know what else to do but beg for help. I have written other emails and I don't get a response. Or I'm told to wait a little longer. I understand it takes some time to process returns, but I feel like I'm being scammed. Pleasehelp!Can someone please get me an answer or have someonesearch for the return numbers I outlined above and process them please. I'm owed over $400 back.I appreciate someone showing some compassion and willingness to help me

      Customer Answer

      Date: 05/18/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/23/2024

      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.
      ******* still owes me $45 from a return I made in Nov 2023. I was supposes to receive $50.05 but only received $5.05. So $45 is owes

    New York & Company is NOT a BBB Accredited Business.

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