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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

    • 2,533 total complaints in the last 3 years.
    • 225 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:11/25/2024

      Type:Sales and Advertising 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.
      Placed an order on 11/10/24. *** label was created on 11/15/24. Items were supposed to arrive by 11/25/24. They have not even shipped. Tracking for *** says they have not even received the package as of yet. I have reached out via email multiple times to the help email and had a few generic responses saying the issue would be looked into. As of writing this, my last 2 emails have not been responded to. I called the ** phone number and spoke with 2 people that told me they would file a complaint today and they only have an email to contact anyone either. I have been a card holder since this company was ****** and have never had issues like this. I even used the birthday coupon that they emailed me on this order. I would like my order delivered ASAP or a refund to my account.

      Customer Answer

      Date: 12/20/2024

      Better Business Bureau:

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

      The items were finally delivered. 


      Sincerely,

      ********* ******-******


    • Initial Complaint

      Date:11/19/2024

      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 order for two pairs of shoes on 8/22/2024 Requested refund on 9/16/2024 for one of the pairs of shoes because the left shoe was larger than the right and was slipping off my foot 9/17/2024 NY&C asked for a photo of the shoes 10/2/2024 Photo was submitted but I said that the sizes do match and were the correct size however there is a defect where the left one is clearly larger than the right and unwearable 10/3/2024 NY&C asked for another photo 10/9/2024 submitted another photo 10/22/2024 I followed up for status of refund. No response 10/28/2024 I again followed up. No response 10/31/2024 I again followed up expressing confusion about why there has been no response. No response by NY&C 11/19/2024 I tried calling customer service. I got disconnected after waiting 10 minutes

      Customer Answer

      Date: 12/16/2024

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

      [After months of waiting for my refund they contacted me and stated they would not be issuing me a refund. They have never indicated that they would not do a refund when I originally told them about the defective shoe. After weeks and weeks of waiting, they said they are not refunding me my purchase. Thus, I purchased shoes that I cannot wear and have not been refunded for my loss]

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:10/24/2024

      Type:Sales and Advertising 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 12/22/23 I ordered a dress from New York and Company. The dress was $88.00, shipping was free, and taxes amounted to $5.28, leading to an order total of $93.28. I received a package from New York and Company on 12/29/23 and the item inside was not what I had ordered. I contacted customer service by email the next day and was assured that I would receive a refund covering the charges for shipping, handling, and packaging. I did receive a partial refund on 2/9/24 for the amount of $83.33. Although it was not stated on the refund email, the $9.95 that was withheld from my refund appears to be a restocking fee that is traditionally applied to returned orders on their site. However, considering that this was not a return and the mistake was entirely their own, I assumed that the fee was also a careless error that could be easily rectified and immediately sent an email to their customer service department. I never received a response. I called their help number several times and my calls were never answered. I sent another email to their customer service department on 3/14/24 and received no response. I am appalled that any company would charge their customers for their own mistakes and I want my $9.95 back.

      Customer Answer

      Date: 11/18/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/21/2024

      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.
      Dear Better Business Bureau,I am writing to formally file a complaint against New York & Company regarding an order I placed on September 14, 2024. I purchased a blazer and shorts from their online store, but to date, I have not received the items.Since the order, I have reached out to the company multiple times via email to inquire about the status of my purchase. Despite five responses from their representatives promising to investigate and get back to me, I have not received any follow-up or resolution. It has now been over a month, and no progress has been made.I find this experience incredibly frustrating and unprofessional. The lack of communication and follow-through reflects poorly on their customer service. At this point, I am requesting a full refund for the undelivered items.I am seeking the BBBs assistance in resolving this matter, as I would like to ensure that the company is held accountable and that no other customers have to deal with similar issues.Thank you for your attention to this matter.

    • Initial Complaint

      Date:10/15/2024

      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 had a package returned by *** because they could not find my address. I sent nyandcompany an email regarding the returned package on 9/16/24. They sent me an email back on 9/30/24 stating they could not send the package back and that i would get a refund in 3-5 days. I have sent them a total of 3 emails regarding my refund. It will be a month on 10/16/24. They still have not sent me my refund.

    • Initial Complaint

      Date:10/11/2024

      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.
      August 9th I purchased 11 pairs of shoes on line - ORDER # *********  To date, four pairs have been delivered. NY&Co says all pairs were shipped via ***, 10 pairs in one package and 1 pair in another. The package with one pair weighing 1.7 pounds was received. The package which should have had 10 pairs of shoes weighed 6 pounds and contained only three pairs of shoes. It was not ******** with. I have sent the shipping bill as proof of package information (6lbs for three pairs of shoes), I sent the photograph of the package outside the home, I have sent the full order with the products I received circled, and I have emailed almost weekly with little to no response save for a "we are investigating" reply.I have requested a refund on the undelivered items to no avail.

    • Initial Complaint

      Date:10/11/2024

      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 have a merchandise credit card. It states that it does not have an expiration date on the back of it. I called the number on the back of the card and it still has a credit balance. The ******* website will not accept this card because there is no PIN (and there never has been a PIN for it). They told me to contact their Service email ********************************** or call an 800 number to get this rectified. Neither the email nor the phone number I was given work. I contacted their customer service ******************** through ******************************* and that email also do not work. I just wanted to get some customer service and BUY something from this company. I confirmed credit is on this card. How do can I use it?

    • Initial Complaint

      Date:10/11/2024

      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.
      I placed an order on 09/14/2024 order number ********. I received one item, a pair of slippers that appeared to be two different sizes, individually wrapped in Tissue paper, even though they both were marked the same size. It is 10/11 and I have yet to receive any of the other items. The site says they are preparing for shipping. The original expected shipment dates were by 9/27. I have reached out to the company via email, with no results other than sorry for the inconvenience. I sent another email requesting to cancel the other items, no response.

      Customer Answer

      Date: 11/06/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/07/2024

      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 for 6 items with NY&CO using my NY&CO credit ****** September 9. The total was ******** order # is ********. My expected delivery date was September 18-23,2024. I have yet to receive my items. I've emailed them a few times and have not gotten a response. I even went back on the website and it's saying my order isn't fulfilled. I called and disputed the charges bc I never got my items and they said it could take up to 90 days. I'm not paying the bill because I never received any of my items. I don't k ow what happened to this company but it is trash now.

    • Initial Complaint

      Date:10/06/2024

      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 July 18 2024, I ordered 14 items (2 blazers, 10 dresses, 1 jumpsuit, 1 top). The order #********. On July 30, 2024, I received only 3 items (dresses) from my order. The rest of the items that was sent was wrong. On the same day, I notified NY&Co of error and sent pictures of the items that was sent to me in error (4 sweaters and a pair of jeans). I was instructed to return the wrong items so that correct items could be sent. On August 5, 2024, I mailed back the wrong items via *** (tracking # ******************) as instructed. I sent follow up emails on 7/31/24, 8/28/24. 9/13/24 regarding the progress of my order and this issue is still not resolved. The order is paid in full through AfterPay. I am requesting either a refund for the items that I did not receive or a store credit.

      Customer Answer

      Date: 10/31/2024

      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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