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Business Profile

Online Retailer

New York & Company

Headquarters

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 180 locations, listed below.

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    Customer Complaints Summary

    • 2,589 total complaints in the last 3 years.
    • 466 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:01/27/2023

      Type:Sales and Advertising 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 made an online purchase on 1/13/2023 with ********& Company, I received the items on 1/19/2023 and immediately returned the items on 1/20/2023. I made the purchase through after-pay however, New York & Company would not report to after-pay that they had received the merchandise back for **** business days. So I'm actually being charged for items that I don't have. It seems as if this is a common complaint according to your site and something needs to be done. There has to be a better way for New York & Company to address returns if they are going to continue to strictly make sales via online.

      Customer Answer

      Date: 03/20/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding ******** & Company has been resolved. The company finally issued my refund March 10th. 

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


      Sincerely,

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

    • Initial Complaint

      Date:01/27/2023

      Type:Billing 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.
      To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. CB/NY&CO **************** $0.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

    • Initial Complaint

      Date:01/26/2023

      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 date was December 4,2022. My order number is *********** My order total was $305.51. I returned 3 items that was received by their warehouse on January 4, 2023. I have called twice to follow up on my refund without success. I am being told that they need more time to process. Initially l was told it takes 10 business days to process. Today January 25, 2023 I was told I need to wait on the warehouse. That is not a valid excuse. I want my money for the items I returned. I was told I had to pay for my own shipping and they will reimburse me half because I am in ******. The tracking number for the items returned is ******************. I have been given the run around for far too long and need assistance obtaining my refund.

      Customer Answer

      Date: 02/20/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/26/2023

      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.
      Purchased 2 items at the end of September and returned them at the beginning of December. I understand it exceeded the 45 day return policy. The items were returned on **/7 and when I called their customer service to find out how to use my credit they advised the items will be returned to me and no credit issued. I have read through their return policy and nowhere does it state this policy. I requested the customer service rep's *** along with the tracking# of my return. The rep provided *** ***** and tracking# ****************** which was not a valid tracking#. My purchase was approximately for $100 and I don't have the items or the credit. I would like my money returned to my original credit card or the credit if they cannot give me back my money.

    • Initial Complaint

      Date:01/26/2023

      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.
      I ordered clothing on 12/7/22 for an event on 12/24/22. The shipping details said I would have it in time. I received an email stating that they were having delays with orders. I did an online chat with a representative that same day asking him if I should cancel my order or would it arrive on time. I was assured I would have the package in time. At that point I could have cancelled and received a refund immediately but I believed the representative. So I did not receive my packages on time. The shipping of the items back was simple. I was assured they would not charge me shipping due to this being their fault. They received the package on 01/09/23. When I inquire about my $121.69 for order #*********** I continue to get nothing but a form letter telling me it takes **** days to process the return and 3 days to get the money back into my account. They say I will get an email when it is processed. I still have not received this email. It has been 17 days now( well beyond their **** days to process) and it still has not processed and I cant get anything but a form letter. I just want my money back. This whole process has been ridiculous.

    • Initial Complaint

      Date:01/26/2023

      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.
      December 30, 2022 , 3 items and December 11, 2022, 7 items.I spent over $200.00, each item was $19.99 plus tax and shipping and handling. I retuned 3 items and each time I call, I get a script stating that they are working very hard to get me my refund. I dont believe that the are trying to refund my money. Sincerely,***************************

      Customer Answer

      Date: 02/20/2023

      Better Business Bureau:

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

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


      Sincerely,

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

    • Initial Complaint

      Date:01/24/2023

      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 January 13 for which they charged me. The shipped all but one item. I have contacted them on 3 occasions about the unshipped item. The most recently was yesterday when I was told the item was shipping yesterday. To date it still has not shipped, they have my money and the provide horrible customer service where they basically just keep telling me to wait. This is unacceptable. Furthermore, this item is part of a set so I have no use for the item that they did ship.

    • Initial Complaint

      Date:01/23/2023

      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.
      order#**********. I ordered a blazer and jeans on 1/7/23 and only received the blazer. I have chatted about my order still no help of when the jeans will ship and why its taking this long. I want my money back. I will never order from here again as the jeans was part of the outfit that I needed for an event. I still have not received tracking nothing makes no sense at all.

    • Initial Complaint

      Date:01/23/2023

      Type:Service or Repair 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 online order two months ago and I still havent received it. I got three out of the 10 items and one of those is wrong. They promised to ship within 5-7 days. They also put a hold on funds stating they will mail the order and refused to let me cancel it. Im not the only one this has happened to either.

      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 has not been completely delivered. We have reviewed the account and found out that the rest of the items were canceled because they were out of stock. We tried calling the customer to let her know that we did not charged her for those canceled items but the customer is unreachable. For the delay of the 3 items that were delivered, we have processed a refund of $13.39 for the 10% discount on the order. We send her an email so that she will be notified.

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

      Thanks,

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

    • 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.

    New York & Company is NOT a BBB Accredited Business.

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