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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:03/11/2025

      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 February 19th, 2025, I placed an order for a number of items on ******** and Co's website. One of the items I ordered arrived damaged and not as described. I contacted New York and company to exchange the item for a new one. They were happy to exchange the item after I confirmed that I would like an exchange over a refund. Since that day, they have not only not exchanged my item, they have continued to give excuses as to why they can't send me the label to exchange their defective item. They have continuously told me they are unable to print the return label, which I find hard to believe as they are a national business that ships and prints shipping labels daily. Instead of an exchange I would now like a refund for my item.

    • Initial Complaint

      Date:03/05/2025

      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.
      -Date of transaction 11/23/2024 large online purchase -Item price: $15.84 -Received an incorrect item that cost less on 12/24/2024 -I emailed them letting them know of the issue and I received no response on 12/13/2024 I followed up they responded 12/18/2024 with an apology and a return label to return the incorrect item and they said they would send me the correct item. -On 01/06/2025 I received the same exact incorrect item and I emailed them that same day again letting them know about their error and that I did not want this item as there is a price difference and that is not the item I wanted (no response)-On 02/05/2025 I emailed them again asking for a resolution and I received no response -03/05/2025 The item I originally ordered is no longer in stock and I would like a full refund since I never received the item I originally ordered and I never wanted the product I received

      Customer Answer

      Date: 03/30/2025

      Better Business Bureau:

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

      Last time they actually wrote to me was on December 18, 2024 and they processed the return and sent me what seemed to be like the correct shirt on December 22, 2024 but on January 6, 2025 when I received it, it was the wrong shirt again so I reached out to them January 6, 2025 and February 5, 2025 and received no response both instances.


      Sincerely,

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


    • Initial Complaint

      Date:03/03/2025

      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 the New York & Company website, and some of the items that I purchased did not fit. I tried contacting customer service via email and phone, with no success. It tried reaching them several times over the the past several months. I am very disappointed in their customer service, which has caused me to waist money

    • Initial Complaint

      Date:03/02/2025

      Type:Product 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 ordered a shirt on the website. The wrong shirt was sent. After several emails (took forever for the company to get back to me) they sent me a shipping label to send the shirt back and they would refund **** sent the shirt back and only received a refund of $1.02 even though the shirt was $18.99. I have sent emails asking why and I am not getting any responses. I have been a customer for over 20 years and spend a lot of money with this company. This is the second order in a row that is messed up and I don't get messages back to resolve issue.I will be unsubscribing from them and no longer ordering but FIRST I want a refund

      Customer Answer

      Date: 03/27/2025

      At this time, I have been contacted directly by New York & Company regarding complaint ID ********, however my complaint has NOT been resolved because: they keep saying they refunded me. But they only refunded me $1. Not the cost of the shirt that I paid for and they never sent

      [Your Answer Here]

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:03/01/2025

      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 received the wrong product. I returned with the label they gave me. They said it typically takes 3-5 business days to receive my refund. It was for a sweater in the amount of $17.70, a month goes by no refund they then tell me they are backed up, then they said an investigation is being done. And finally they said my refund was approved it has been 2 months now no refund and they are saying another investigation is being done. It's been almost a year!!! Waiting on a refund.

      Customer Answer

      Date: 03/26/2025

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

      The company is saying because of the length of time they were having issues refunding my money, they offered a gift card instead. It has been almost a month and now they say they are researching again they claimed to have sent me the gift card twice but I have received nothing. I am super frustrated with the company. 

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:02/26/2025

      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 have contacted the business at least six times via the only contact method via email explaining that the wrong item was sent by their company. A petite medium yoga pant was ordered and they sent a tall medium yoga pant. I keep getting the same email stating their return portal is fixed and when I try again to return it the result that I am unable to start a return for this item. They have not resolved this issue since January and I have become very frustrated as this mistake is their mistake since they clearly sent the wrong item versus what was ordered.

      Customer Answer

      Date: 03/11/2025

      Better Business Bureau:

      I have been contacted by the company for which the complaint had been filed and resolution has been received and accepted.

      Thank you for your help.

      Sincerely,

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



       


    • Initial Complaint

      Date:02/14/2025

      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 June 9, 2024 I ordered six items from ****** However, one of the items sent was wrong. I paid $48.07 (includes taxes) for the specific item I wanted (screenshot attached). On June 23rd, I sent an email to their customer service and informed them. To which they asked that I send a picture of the received item to confirm it was indeed wrong. I did as instructed in an email sent on July 1st (pic of incorrect item attached). Once confirmed, I was told to mail the item back and I would receive a refund. On July 18th, I mailed the wrongly sent item back (shipping receipt attached) and asked that I receive a full refund ($48.07) with no deduction for shipping and handling as this was their mistake.Per the tracking number, NY&CO received delivery July 25th, 2024. As I still had not received my refund, I sent an email on August 19th to let them know that they had not processed my refund per their timelines "Processing the order(s) you returned may take 7 to 10 business days to complete once we receive the items in our warehouse. This may take longer if you opt to choose your preferred return method. Then, it typically takes 3 to 5 business days for your refund to be processed back to the original payment method you used when the order was placed." This processing timeline I received on July 19th after I sent them proof of the shipping receipt on July 18th.I was told that they were backlogged and would do their best to process my refund. Till date (today is Feb 14, 2025), I have not received a refund. I emailed them several times to follow up (Sept *******, Nov ******* and finally Jan 6, 2025). After the Jan 6th email, I have received no response from them. I don't know what else to do because at this point, they have effectively stolen my money since they have the item Please I would appreciate your help resolving this matter so that I receive my full refund of $48.07 with no deductions for shipping and handling as this is their mistake for sending me the wrong item.

      Customer Answer

      Date: 03/12/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/11/2025

      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 was successfully received however, item was received incorrectly and there was no return option for the item in question---I requested an exchange and has been ongoing since 12/13/24 with no resolution. If no exchange can be made, asking for a refund.

    • Initial Complaint

      Date:02/07/2025

      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 January 10th I ordered clothing from NY & Company #********. I did not receive all the items. Missing Items: Long Sleeve Boxy Button Down Shirt Small white, Balloon Sleeve Polka Dot Sleeve Blouse Med , Long Sleeve Double Pocket Shirt Natural small,Quarter Sleeve Top Small Blue, Long Sleeve Tie Neck Blouse Purple med, Casual Blazer Navy Med. I would like those items at the price I originally paid. There appears to have been some mix up with the delivery of the package on January 22nd I received a $38.01 refund. Issue 2# Some of the clothes I received were not the ******* brand and there were differences in the quality of the clothing not listed on the website. Example **** tagged clothing Sleeve ******************* Cuff Sweeter I ordered 2 colors green and blue ( I received whine and blue no green), Metallic Clip Dot Blouse (not NY & Company quality) and a gray turtleneck with pearls also ( not NY and company quality). I sent multiple emails to follow up Jan 27,Jan 31, Feb 5. I also called and left two v/m. This has been a disappointing experience and I want them to make things right.1) Make sure it's clearly advertised if they are sending brands other the NY&Company clothing on the website in the product description.2) I would like the rest of the clothing I order at the sale price I paid for originally on the 10th.3) I would like their suggestions regarding what can be done for the clothing sold that was not the same quality as NY & Company. I commend an additional discount on the clothing or a discount on a future purchase.I was very disappoint, I like the NY & Company band clothing and I have been a loyal customer. However, if this is how they do business now, I will have to take my business somewhere else!!Sincerely, ****** ********

    • Initial Complaint

      Date:02/07/2025

      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 purchased an item from ************* and what was sent to me was not what I purchased. It has been relentless attempts to call (voicemails left) with no returns and multiple emails (many of which came back undeliverable due to their mailbox being full). I finally did receive a reply email to which I provided pictures of the item i received and the **** only to be told that they were unable to provide a shipping label for me to return the item! I then reached out again and was told my complaint was escalated to the next 'level' and have yet to hear anything. I just want what I ordered and to return this item that is not what I ordered or a full refund if they cannot make this right.Very very horrible customer service with literally no number at all to even call and speak with someone. This used to be one of my favorite places to order from. So disappointing.

      Customer Answer

      Date: 03/04/2025

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

      I have sent additional emails asking what the return address is after they continued to tell me my issue was escalated and that they were having issues providing me a shipping label. Finally they said I could mail my package back and any post office but didnt provide me the mailing address. I got sick of no reply so I mailed the package to their headquarters on 2.28.25. I am anxious to see if I will actually get my money back from this absolutely awful company.

       

       

       

       

      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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