New York & Company
Reviews and Complaints

Returned merchandise that New York and Company customer service confirmed twice on the phone they received back on 4-5-2023 and 4-6-2023. Spoke with Cath - ID #310473 on [protected] & again on [protected] - she confirmed both times that their warehouse has the two packages and all items are eligible for return. Claims warehouse is behind processing returns. on [protected], Cath said the refund would be processed within 7-10 business days from the date their warehouse received the packages. On [protected], Cath said the warehouse is still behind processing returns and they are only up to returns received on [protected] so can't give me date when my refund will be processed. Advised Cath that I was having my credit card company reverse the charges, which I have done. This company is illegally keeping customer's monies for returned merchandise so they can invest and make money to keep their thieving business afloat.

I purchased a suit in March and it arrived within a reasonable amount of time. I did not like the quality so I promptly returned the item. The item was confirmed as received back to NY&Co on April 7, 2023. Today is April 25, 2023 and I have yet to receive my refund. I have reached out several times via email and while the return responses from NY&C are prompt, I continue to be told how sorry they are, there is an issue with the warehouse, and that executives are aware of the issue.

I returned my order and it was received in the warehouse on 2/15/23, however, as of today 3/25/23, I have still not gotten a refund for the items returned. I keep getting the message from customer service on the phone that “executives are aware of the delay”, but they cannot say when I will get the refund. They state there are delays in the warehouse, however orders are still being shipped. So why is it so hard to process my return and provide a refund if you already have the items in hand? Disgusting.

We are now in the New Year and still no package! I called several times was told I would get it before the holidays, Welp needless to say I still haven't gotten anything as of yet! I use to Love this store while in malls, however there online services is so messy! My payment for this account is due...I will be paying them off and closing my account with them, I don't want to spend my money with a company that is so messy and could careless about there customers!

I use to be a frequent shopper of New York & Co, but will never shop there again! I already thought it was unfair that a company who is “online only” didn’t offer free returns… However, I’ve now had 2 orders ‘processing’ for over a month; and they are holding my money! I’ve spent hours on the phone, trying to talk with someone, but they never pick up. It took about 2 weeks to receive a response to my email, and all they said was their warehouse is behind, and my request to cancel my orders was denied.

I never received an order confirmation email. My items have not been shipped & customer service will not cancel my orders… yet they are holding my money. Also, since the order will now be VERY late (if it even comes), I won’t need it anymore…. And based on the companies policies, I will have to pay to return whatever I receive, and then hope they refund me faster than they ship? This is ridiculous!

On 12/1/22 I ordered 4 men's sweaters for gifts. I received a shipping notification on 12/7/22 for 3 out of the 4 sweaters. I immediately reached out via phone and email to get this rectified as I was still charged for 4. Zero response after SEVERAL repeated attempts. I am a former customer service call center supervisor, and I am convinced there are no reps working there. No one ever answers, I understand it's a busy time of season, but to have absolutely no response by either method, email or phone, is pretty outrageous. Especially considering I am a paying customer; I would like to either be refunded for the last sweater or sent the product. I can't even say it's terrible customer service bc there is no one to speak to! Its beyond awful!

After 2 weeks of ordering, I still haven’t got my package. I called them, on hold for hours then they disconnected. I called back, after on hold for an hour, some rep with Indian accent answered. She told me they already send a package so it not their problem anymore. She gave me tracking number start with 926…., and sent with UPS. Anyways, I couldn’t check it. Do not purchase with this company. They only take your money and not solve any problem at all

I placed an order on October 28, 2022 & the product reached me after 2.5 weeks, I called the customer service asking them not to ship my products & asked to cancel the order since my stuff wasn't shipped that time. The agent who spoke to me said that can't be done & I was told that I can return after the products reach me. I got the package delivered on Nov 14th & the next day I returned them. It is going to be almost 4 weeks now & I haven't received my refund of $65. Each time I call the customer service, I will be told that I can expect the refund within a week but nothing has happened so far

I placed an order on November 30, 2022. An additional fee was paid to ensure that my order would arrive in a timely manner. It is currently outside the window in which it was indicated my items would arrive. I attempted to contact the company and cannot get through on their phone system. Previously, they cancelled an order and did not inform me. When I replaced that order it sat in processing until I called to complain and then it miraculously appeared the next day. I am not sure what is going on with this company, but I would advise people do not purchase from them at this point. They do not care about the customer experience and continue to advertise time frames which they cannot meet when it comes to shipping of products.

I wish I had read all the reviews prior to placing this order, customers have been waiting 2 to 3 weeks for orders, totally unacceptable. It has been 7 days since placing my order. I upgraded my shipping to standard shipping vs economy being that 2day and overnight was not a option to select. I was not aware that this company is in severe turmoil but since placing this order I can completely see why. I want this order canceled because I placed an order expecting it within a reasonable time frame, that is why I upgraded my shipping method. The website states to allow up to 24 hours for tracking update. It has been well over 24 hours, 48 hours and 72 hours. I recommend anyone reading this to please save yourself a headache. This company has changed, it is not the same company it use to be. The customer service and company values have changed for the worst. I am extremely dissatisfied with customer service, the shipping processing time from the time that you place the order. This is a usa based company and that's clearly does not pride themselves on customer satisfaction. After this order is rectified, I will never ever order from this company again.

Websites states this below under *where is my order?

*you may track your order at https://www.nyandcompany.com/static/help/orders/tracking/. enter your order number and email address associated to your order in the fields under [where's my order?] section. Please allow up to 24 hours for shipping information to be updated.*

Order: #o5746566283

Date: 11/30/2022

Items: 2 items

Status: processing

• Item purchased on April 23, 2022 in the amount of $132.92 with expected delivery of April 28, 2022

• Reached out to cancel order on May 2, 2022 as it was passed the expected arrival date, item was still not shipped by the company and I was going on vacation.

• Advised that a discount will be provided for the delay once item was shipped and an extended warranty will be provided to return item upon my return.

• Upon my return, I contacted the company for shipping label to send items back; was told the label will be received in 7-10 business days. After a few calls to the company, the shipping label finally arrived via email on June 20, 2022.

• Items were shipped back and tracking showed that it was received by the company on July 8, 2022.

• A refund was never issued for the remaining funds although the items were returned. Everytime I call the company I’m being told the refund will be issued in 7-10 business days but no refund is being received.

• On October 20, 2022 am again being told the information was forwared to the relevant department and they will get back to me in 7-10 business days.

• New York & Company have their items, I need my money back.

I have ordered for quite some time and have been told on numerous occasions that I will have it by tomorrow since I ordered it to take to my trip this weekend and as I reached out again today, they tell me it looks like tomorrow but has not shipped and there are delays. Come on! How can you lie to customers? This is why this company has failed and losing customers. Over $300

Customer service and company policy tanked during pandemic. You can no longer return in store (assuming you could find one left open) and policy is now that you must return within 45 days of ORDER date, not ship date. Applies to back orders and late shipments alike. So company waits 3 weeks or more to ship your item and you are penalized because of their poor service. I will not be shopping with this company again.

Order # [protected]. Red jumpsuit. Placed order in June. Jumpsuit to long no return label. I called customer service was told that I would be receiving a return label via UPS, that it would take approximately 3 or 4 days to receive via email. I offered to return to store stated you only have online. Fast forward I periodically check my email for the label. I work out of town last night I noticed the outfit called today to check the status of return label to be told I was outside the time for return. Not fair. I did my part. At this time it's the principle of the matter. The person I spoke with today said I could have taken to a local fed ex store or equivalent very easy but wasn't given that option.

I placed an order with New York and Company on May 10th, 2022 for $150.13. Despite being offer free shipping base on the purchase amount of my order, I paid additional for shipping, which upon first glance, gives the impression of expedited shipping as there are only two options on the website free shipping and expedited, which is really standard. (Very deceptive in presentation on the New York and Company website.) giving me and expected shipping/delivery date of May 16-18. ( Again, the verbiage that is used is deceptive or ambiguous at best). I state this only because if the expected shipping/ delivery date is not impacted by paying for shipping why would anyone pay for it? After logging in to the website to check on the status of my order and seeing that 10 of the 11 items that I ordered were still being processed I became concerned, as some of these items were needed for work and an upcoming business trip, and I only have received 1 of the 11 items ordered. I decided to call [protected] on May 16th, 2022 after calling and remaining on hold for 51 minutes before being given the opportunity to speak with a “customer service representative” the following inquires were made? When will these items be shipped? Response I don’t know our warehouse is experiencing some delays. Do you have an estimated time frame as to when I can expect to receive my order? Response No, our warehouse is experiencing some shipping delays, but on the bright side I can see that all the items on your order are still in stock. Ok well given that these items are needed for an approaching event, and no one knows or is willing to tell me when I will receive items , I would like to cancel my order. Response , Oh I am sorry, but we cannot cancel your order as it is still being processed. I can offer you a refund for your “standard shipping fee” at this time I asked to speak with a supervisor, because the lack of information and unwillingness to provide any beneficial assistance is frustration and destressing, as a business professional I am unwilling to except a no from a corporate representative without the authority to offer any information or amicable resolution. After being forced to make this request several times ( at least 4 requests were made prior to the representative seeking out a supervisor)

So I am again placed on hold for a lengthy time frame, only for the supervisor to still have no information as to the status of my order, no offered or estimated time frame , no ability to cancel , and to now be insulted with the fact that New York and Company still has until the 18th to ship my items so I should appreciate I am being offer that my standard shipping fee being refunded, I am then also informed that as a courtesy the online return fee will be waved. So that I can return these items when and if I receive them for a full refund. To which I then inquire about being compensated for my inconvenience, I am offer that an email to the warehouse requesting that my order be processed immediately and 15% percent off my order after being told that is the best and all that could be done. Disappointed I accept in hopes at maybe the order will still arrive by May 18th.

Well, here we are May 23rd and still my order is according to the website is still being processed the only update is 10 of the 11 items order are out of stock and one has been cancelled. So again, I reach out via telephone to New York and Company to be offed the same poor dismissive customer service and no information regarding the status of my order, no idea when or if I will receive it, I am informed that even though the item are out of stock that my items have been allocated for my order there is just not way of knowing when it will be shipped, but my shipping fee will be refunded based on this phone conversation. I then requested the information as to where I would send a complaint and ended the conversation.

If this is the way in which New York and Company treats its consumers I would rather not now or in the future have any dealings, I have lost valuable irreplaceable time and monetary resources in efforts to track down and hold accountable New York and Company the sales contract that was agreed upon in my order and New York and Company placing a merchant hold on funds from my finical institution, while I have been forced to seek out all information and updates of the the status of my order ( to no real avail), my email has been inundated with sales advertisements from New York and Company to which I did not accept or request, I have received a minimum of 3 emails daily trying to assuage me to enter into a additional purchases agreement with your company with no guarantee that you will hold up your end to deliver. Based upon all of this I will be filing a complaint with the Better Business Bureau in addition to sharing my beyond disappointing experience on social media.

Respectfully,

Mykia Arias

I have shopped with this company since it opened it’s doors and have never had a problem in-store or on-line until the doors closed. On May 1, 2022, I placed an on-line order and paid additional shipping fees to receive order by a specified date. I had the order shipped to a vacation location so the arrival date was of grave importance. 7 days later the order status is still processing. Sat on hold over an hour to speak to someone who assured my that I would receive my order in the next two days. 10 days have passed and order is still processing.

Another hour plus on hold and was informed that they could not tell me when order would be shipped and was unable to cancel. Their response was “sorry”. I informed them that I no longer wanted the order since they were unable to ship it and to release the authorization placed on my credit card. They would not do that either. I informed them if they are not able to fulfill the order when promised then the customer has the right to cancel. They plan is to ship it whenever they get to it regardless of a customer’s wishes.

I will never do business with them again.

What has happened to my "used-to-be" very favorite clothing store? Since my location closed its' doors, I was forced to order online - seemingly, not a problem, right? Wrong!

I ordered some blouses and a dress that turned out to be nothing like the ad. Deciding to take another chance several months later, I ordered my stand-by

7th Avenue dress pants, the same pants I had always bought from the store, except these fit totally different, in that the pants only came with one hook in the front, making the side pocket bulge out, and the "regular" length that I ordered came as "long."

So disappointed! This used to be my one-stop shop, but I would not purchase from this store again.

I am filing a formal complaint on how returns are being addressed and handled. I made on online purchase on 10.5.21 and was not able to return it until 11.30.21 because I had COVID. I called on 12.2.21 and spoke with John who advised that he would send an expedited request to have my refund of $97.62-$6.95=$90.97 refunded and to allow 7-10 days. I called back on 12.30.21 who advised that my return was rejected because I only have 45 days to return per company policy. My items were received on 12.2.21 (58 days), 13 days outside the return policy. I tried to explain why I couldn't return the items sooner and requested to speak with a supervisor. Rep transferred me to JJ a supervisor who stated that there wasn't anything she could do. I requested my items be shipped back to me since I paid for them. Called on 1.17.22 inquiring on my items spoke with Vic L another supervisor who could do absolutely nothing. He advised that my items still have not been shipped I inquired if a store credit could be issued since the items I ordered did not fit and he said no. This is complete nonsense and needs to be handled in a more professional matter. Due to COVID, I believe there needs to be an exception clause in your return policy. Health and wellbeing are more important than retuning an item that does not fit. That was not even a thought in my mind and NOW to have such an issue returning a cople of items is beyond frustrating. This unethical handling of a simple situation is definitely a "7 on your side" issue. They will be the next people I contact. It's not even the money it's about how poorly your staff handled this matter.

UPS tracking#1Z58990Y9040541852.

Hi,

I ordered a white jacket and it was not the same color as they mentioned it on website. It was little off white (cream) and the fitting was also too loose. So I returned it and they refunded me the amount without service charges (they deducted the service charges i. E 7$) so I called the customer service to understand that. She said that I cannot get the service charges refund until I place the order for same product. So I told her that what if I couldn't find the same item with size or color I want then what should I do? Can I order different product? Will you guys refund service charges based on that? So she answered that we can not refund. I argued for that as it was not mentioned anywhere that they will charge refund service if we are returning the item. So she answered that "do not place an order!" is that you answer your customer. She sounded so rude. This is how customer service representative should talk? If she didn't have answer then she should give the phone to someone in higher authority. I asked her to transfer the call to someone who can answer me for this so she didn't spoke anything for a minute. This was my first and worst experience I had with new york & company. I'm never gonna buy anything from them. Take some actions!

Thanks