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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

    • 2,508 total complaints in the last 3 years.
    • 196 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:01/21/2023

      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.
      On December 25, 2022, I placed an order for a cardigan sweater (which their website stated it was in stock) and another item (ORDER NUMBER: ***********). The other item arrived, but not the cardigan. I called them on January 11, 2023, and they are still giving me the runaround. On January 20th, I phoned them again and received the same runaround, but I was also promised a 20% discount on any future purchase. Now, the item is not in stock! What makes them think I'd purchase anything else from them when they still haven't finished last year's order?! The ************************ is my next stop!

      Business Response

      Date: 02/13/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that they did not receive. We have reviewed their account and found out that one of the item from their order was canceled because of it's availability. We tried calling their phone number on file but they are not answering the call. We informed her via email that they were not charged on the canceled item. We also provided her a 20% discount on the order refunding her card a total of $3.16.

      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

      Customer Answer

      Date: 02/16/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      These people are liars!  When I placed the order, the item was in stock, not it is not because they were having shipping issues back in December, 2022.  I will pay off my credit card and never have anything to do with an unorganized, disreputable company anymore!  I have spent thousands of dollars with this company and to be treated in this matter is reprehensible!  Offering me %20 off is an insult!  I will let everyone I know not to ever shop with this company again!  They had already emailed me this crap!

       

       

       

       

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


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




       

      Customer Answer

      Date: 04/20/2023

      Yes, they refunded me the 3 cent.  You can close this case.  Thank you for your assistance in this matter.

    • Initial Complaint

      Date:01/21/2023

      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 December 10- purchased $827.07 online with New York and Company. On their website, you are supposed to received an updated regarding shipping and tracking. I called order support and sales numerous times and was put on hold regarding my items. I finally spoke to the credit card people on December 16th and they stated that on December 20th, 2022- that the $827.07 would be credited back to my account. On December 17th, 2022 via email- I received a notice that the items have already shipped. When the items finally arrived I sent back a majority of the items the next day with **** Not once was my credit card updated or credited back to my account accordingly. As a customer this is very frustrating on what needs to happen. The sales and order support number is not answering their phones. The credit card representatives are very rude, and keep sending me back to the sales department. I would like for my credit card bill for the month of January to be readjusted or postponed due to the lack of communication their end.

      Customer Answer

      Date: 02/15/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/19/2023

      Type:Product Issues
      Status:
      Answered
      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.
      It is impossible to speak with someone to get help with your account regarding rewards that should be issued to you. Ive been a loyal VIP customer for over 15 years. I have been unable to use/see rewards in my account. I get a message: (We are currently undergoing maintenance in order to improve your experience. We apologize for the inconvenience. Please check back later to service your account)This has been for several months. It's my Birthday month and I should have received a reward in addition to the 452 points I have. I have spent 2 hours on the phone with the several customer care representatives only to be hung up on 7 time with no return call. At this point I am ready to cancel my VIP card. I want to receive my credit of $60.00 to use toward purchases so that I can then cancel my card. The agreement is to purchase and receive rewards for your purchases, therefore at this time it should be concerned fraud. Horrible customer service.

      Customer Answer

      Date: 02/13/2023

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

      I was sent an email; however, this issue is still not resolved. I would like someone to directly contact me regarding this matter. 

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:01/18/2023

      Type:Product Issues
      Status:
      Answered
      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 & Company on 11/29/2022 and the ************************* skirt was never delivered. I contacted New York & Company *********************** twice and both time was told that there was nothing them could do sent it was out to be delivered by 9:00 pm. It has stated that since 12/28/2022, and the only thing changes it the date. I would like for my credit card to be credited $26.98 plus taxes for the skirt. I also ordered the jacket to go with the skirt, but since I don't have the skirt, I have no use for the jacket. I would like to return the jacket for a credit to my Credit Card, although it was on final sale.

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that has not been delivered. We have checked the account and found out that the item went missing during in transit. We have called the customer to let them know that we have processed a refund of $29.21.


      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

    • Initial Complaint

      Date:01/18/2023

      Type:Product Issues
      Status:
      Answered
      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 returned all purchased items last week which were verified as delivered from *** tracking as well as a phone representative with the orders department at NYCO. My statement has yet to reflect the refunds and today is my due date for my bill. I have spoken to two representatives who stated that I need to just pay the bill in order to avoid a late fee and that they are unable to provide an extension with my billing date to allow NYCO to have time to process the return. I am also told that if I do not pay the bill I will be assessed a late fee which will also impact my credit report. The representative also spoke with a supervisor who advised me to just pay the bill. Considering these items were over a month late in delivery, I find it outrageous that customers are not extended any ***** with billing when they could not even produce the items at their guaranteed delivery date. I want my refund and I want it reflected on my NYCO credit card with a $0 balance. Order number: ***********

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that they returned and no refund that was processed. We have reviewed the account and saw that there was a refund of $72.51 processed by our end. We have sent an email to the customer letting them know about the refund.

      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

    • Initial Complaint

      Date:01/17/2023

      Type:Product Issues
      Status:
      Answered
      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 a pant suit from the company, ***** for the jacket and ***** for the pant. I paid an additional ***** for rush shipping. I was to receive the order within 10 days from ordering. This was October 21st. I was notified by email my order was delayed approximately 2wks later. A transaction was made for those exact amounts on Nov 11, 2022. I attempted to cancel and was told I could not, I had to wait and return the items. I returned the items, with confirmation by the company. When contacted they confirmed receipt on Dec 29, 2022. They have only refunded **** to dates despite multiple emails.

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that has not been refunded. Upon reviewing your account, the order was refunded for $7.99 and $161.51. We called the customer but got transferred to an AVR. We sent her an email about the refund that were processed for her returned order.


      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company


    • Initial Complaint

      Date:01/17/2023

      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.
      The website says 40% off NO EXCLUSIONS. An exclusion would mean not eligible. NO EXCLUSIONS. My shopping cart did not reflect that so I called. I was told these items are from another company so they ARE excluded despite the fact that new york and company is offering it per their website. The website says NO EXCLUSIONS. That is false advertising as well as misleading advertising both of which are illegal.

    • Initial Complaint

      Date:01/17/2023

      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.
      Recieved merchandise late however returned most of the merchandise and did not receive the appropriate store credit

      Business Response

      Date: 02/10/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their refund for their returned order. We reviewed the account and saw that there was already a refund processed on their order *********** for $164.11. We have sent an email to the customer letting them know about the refund.


      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

      Customer Answer

      Date: 02/10/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I returned  18 items and am be shorted if a full refund . 18*10.66 = 191 .88 . They still owe me almost $30[Your Answer Here]

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/15/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their missing amount on their refund. We checked their order ***********, we already processed the missing refund of $27.77 back to their original payment method, we called her phone number but we got transferred to an AVR. We sent her an email about their refund confirmation and the refund timeframe.


      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

      Customer Answer

      Date: 03/01/2023

      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:01/16/2023

      Type:Delivery Issues
      Status:
      Answered
      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 totaling $160.43 on 12/8/22 with regular shipping and processing which should have been approximately 7-9 business days. The order still has not shipped nearly 40 days later. I've contacted customer service by phone, email, web chat, and social media and they still cannot advise when the order will ship. They also will not cancel the order. They have taken my money and still won't ship the item. I've also submitted an investigation through the payment method I used (Afterpay) and NY and Company has not responded to them either.

      Business Response

      Date: 02/09/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that has been canceled. We have checked the account and saw that the items were out of stock causing the order to be canceled. We called the customer to check and informed her but she was not answering our call. In regard to the refund, we did not charged her order since it was canceled. 


      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

    • Initial Complaint

      Date:01/16/2023

      Type:Product Issues
      Status:
      Answered
      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.
      New York and Company has highly disappointed! I ordered an item and was sent the wrong item. I returned it and it was received by *** on December 19, 2022. It is now January 16, 2023 and still no refund credit. I've emailed them a couple of times and still no refund. I would like my refund credited back to the initial payment. It was **@Cs mistake in sending me the wrong item. I would like the situation rectified. I sent the following information: I returned an item that was received by New York and Company on December 19th but have not received my refund. I was sent the wrong item. The order number is *********** and the tracking number is ******************* **@C's response: ** ******** ********* ********* *** *** ************* **** **** ***** **** ****** **** **** ** ********** *** *** ***** **** ** ********** **** ** **** *** ** **** **** *** ** * *** *** *** ***** ** **** **** *** *** ***** *** **** ** ******* **** ******* *** ** ***** **** *** *** *** *** **** *** ***** ******** ***** **** **** ** *** ******** **** ******* ******** ** ** **** **** *** ********** *** ***** *** ******** *** **** * ** ** ******** **** ** ******** **** ** ******* *** ***** ** *** ********** ***** ** ********* ***** * ** * ******** **** *** **** ****** ** ** ********* **** ** *** ******** ******* ****** *** **** **** *** ***** *** ************** *** ** **** ** *** **** *** ***** ********** **** * ***** ******* *** ***************** *** **** * ******* * **************** ********** 

      Business Response

      Date: 02/09/2023

      Hello Better Business Bureau,

      Thank you for reaching out!

      We have received your email in regards to the customer's concern about their order that has not been refunded. We tried calling the customer but we got transferred to an AVR. We sent an email to let them know that the refund was already processed on our end for $31.61. We informed her that the refund was requested back on her AfterPay account.

      If you have any questions, please reply to this email.

      Thanks,

      Service | ******** & Company

    New York & Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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