New York & Company, Inc.

Review: I made 2 online purchases via [redacted] during their sitewide 40% off sale and used a coupon for $40 off $90 in each case. I received an online message confirming that each order was submitted successful and I also received email confirmations for both orders. The next day I received emails that my orders had been cancelled because my credit card could not be authorized. I called [redacted] (my method of payment for both orders) and they confirmed that that was absolutely not the case. I called the customer service line and was told that my shipping address could not be verified. I explained that made no sense since I had made at least 10 other online purchases using the same credit card and same billing and shipping addresses in each case. The rep then asked me to verify my home address (billing), work address (shipping), name of my employer, last 4 of my credit card, email and phone and explained that I could go ahead and reorder the merchandise, however, I would not be able to use my coupons. I explained that I needed them to honor the prices I paid since there was absolutely nothing wrong with my credit card or shipping address and I have 2 receipts from them confirming the prices I paid. She said she could not honor the prices. I have since called the CEOs office, written a letter to him and received an email response that they would not honor the prices I paid. In essence they are refusing to honor the agreement that was executed when they accepted my online purchases.Desired Settlement: I went to their site in good faith, made purchases in good faith and received confirmations from them that those purchases were completely successfully. If there was some glitch that caused the online ordering system to accept my coupons, I should not be held responsible and should not have had my purchases cancelled and mislead as to the reason for those cancellations. I would like to have my orders resubmitted for the amounts shown on my email confirmations/receipts.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Order a item charge on my account received no item this is the second time I have ordered was charged but not received item. Rep was very rude (Jean) never let me speak to a supervisor.Order number#[redacted] Item Number #[redacted]Desired Settlement: I would like my item [redacted] overnight

Review: I purchased 7 items online using [redacted] credit. The purchases were done in 2 separate transactions on 4/** and 4/**.

I kept 2 items and returned the other 5 to the store.

I have a receipt for the return which totals $131.00 from 5/*/15.

I have still not been refunded the money to my [redacted] account. When I call [redacted] they say the refund has not been sent. They contacted ny and company and they say the refund has not been "activated."

It should be noted that I have purchased other items from NY and Co using [redacted] and then returned them to the store, and those have all been credited. Ny and co told me they would have this resolved by last Tuesday, but here we are and still no refund.

I have all of the receipts and would be happy to scan them to anyone trying to help me resolve this issue and get my refund.

Thank youDesired Settlement: I want my refund actually credited to my account.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding New York & Company has been resolved.

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

Sincerely,[redacted]

Review: I made an online purchase and when you go to put an item in your cart their system automatically puts 2 items instead of one because they items were buy one, get one half off. I thought I had changed the quantity to 1 on all of the items so instead of the 4 items that I wanted. So that meant that one item I paid full price for it. There was also a coupon for $45.00 off $100 purchase, which I would have had the $100 within the extra shirt that I didn't want which was $34.95. So when I went to the store to return the shirt they wanted to give me only $16 plus some change because that is how there system is set up. Without that one shirt on my order it would have been $68.10 instead of the $106.12 that I paid, so they actually owe me $38.02, however I was will to accept the $34.95 plus tax price, but definitely not $16.00.Desired Settlement: That I return the shirt and receive the $34.95 price.

Business

Response:

To whom it may concern:

I am responding on behalf of New York & Company concerning the case number mentioned above. Customer [redacted] is disputing the amount refunded for an item she returned in one of our stores. We were able to locate the online order using her name, address and phone number but unfortunately we are unable to verify if her in store receipt is correct because she did not include the receipt information. For that we would need, the store number, register number, transaction number and date of return. Our records indicate that [redacted]'s master card ending in [redacted] was billed $106.12 for 4 items on 8/**/2013.

We are happy to review and issue any amount owed to [redacted] if deemed appropriate once the in store information is provided. I thank you for allowing me to address this complaint and apologize for the delay in response. Thank you for your anticipated assistance.

Sincerely,

Consumer

Response:

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

[At the time when I tried working with NY&Co. corporate office and the store, and they never replied to the compliant. I trashed it all. The issue was that they had buy one get one free, I accidentally purchase 2 of the same item which is now there website is set up, that was my mistake, but in total I purchased 5 items which means that for one of the items I paid full price. However, when I went to return one of the items they would not return it for full price. They only gave me like $13.00 for a $35.00 item. Thank you. [redacted]]

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

Sincerely,

Review: I purchased an item online on 4/** for in-store pick-up. The item was not available upon me arriving at the store. I was told it would be cancelled and a refund would be issued. I called once and was told it would take 5 to 7 business days. After 7 days with no refund, I called again and was told the refund was issued on 5/* and I should see the money within 5 business days of that. I then needed to call in 4 additional times to get told they would email corporate to escalate this issue. Each time being told that it would take an additional 2 to 3 business days before they could email corporate again and this was the only process of escalation. It is now 5/** and I am still without a solution or my money.Desired Settlement: I would like to have my money back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Place an order on 8/*/15 and did not receive all items on order. I tracked package and it showed as being returned back to the original shipment center. I have reached out to customer service numerous times via email and phone, approximately 6 different times. Each time I ask to speak to a customer service manager, I am told to wait for an email within 2 days stating credit will be refunded back to my new york and company charge card within 7 to 10 daysand I dont hear back,nor have I received credit. They also claim the office that would handle in, the corporate offices is closed and they cant connect me to someone live. Since I purchased on my NY&CO card, I cannot dispute charge like a regular credit card, especially since it was part of a large order. Last rep I spoke to, I verbally stated I would be filing a complaint with Revdex.com. They have definitely lost a customer. 3 months-no resolution is ridiculous!Desired Settlement: The item which was not received needs to be refunded to my NY&CO card.

Consumer

Response:

At this time, I have not been contacted by New York & Company regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased items online and returned them back to the store almost 3 weeks ago. I was told it would be refunded to my credit card in 3-5 days. On day 10 I called the 800 customer service number and was told they couldn't help me because I returned the items back to a store. I was given the store number which I called an spoke to the Supervisor that told me there was nothing they can do for me. I just have to wait for my bank to credit my account. I informed her that it was an credit card and was told I just had to wait. I called my credit card company and informed them of the problem. My credit card company told me there was no attempt to credit my account and still to this day I haven't received my refund. I have the receipt where I returned every single item I ordered and was due an refund of $134.84. This is the second time I had an problem with this company refunding my money. I will never shop with this ompany again.Desired Settlement: I want my refund. This company don't have a problem taking my money as soon as possible when I place an order, but don't want to refund my money back almost a month later.

Consumer

Response:

At this time, I have not been contacted by New York & Company regarding complaint ID [redacted].Sincerely,[redacted]

Review: My order number is [redacted]. I just started using my beautiful Pocket Book and the zipper is broken! I do not have time to exchange in a store so I am requesting you send a replacement via mail. I purchsed the pocketbook to use at a function I was attending. I was offered a 20% off coupon. I explained that not all items ordered are used right away and that they should honor the return as the pocketbook is defective out of the plastic covering.Desired Settlement: NY & Company no longer has the item so a refund would suffice.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding New York & Company has been resolved.

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

Sincerely,

Review: ** January 2016

New York & Company

Re: Customer Experience ** Jan 2016

Dear supervisor,

Recently, I purchased a pair of dress slacks at Store [redacted] When I entered the store, no one greeted me. I wanted to purchase dress slacks, so, I picked up 3 to 4 pairs to try-on. Again, no one greeted me and no one offered help to locate the dressing rooms. I found it after looking around for a few minutes. When I entered the dressing room, I saw an empty water bottle and stains on the walls. There were many clothes in and outside of the room’s entrance. After selecting the slacks that fit, I proceeded to the checkout counter area. The cashier greeted me at that time. When I asked her if personal checks are accepted, she said “yes”, but then proceeded to ask me my name and contact information. I was not expecting this question. Thinking this was a solicitation to add my name to the mail registry, I told her I did not want any mail catalogues. She did not respond, so, I asked her why she needed this information to make the purchase. She stated, “[redacted]”. I thought this was a strange answer, because I had not yet purchased the dress slacks nor have stated I have a return of any merchandise. She stared at me in silence and did not proceed with the payment transaction. So, I gave my driver’s license with my personal check. Then she proceeded to type in my contact information directly from my driver’s license prior to the purchase transaction. After typing in the information, she completed the payment transaction.

This shopping experience was not I expected and it was not pleasant. I have shopped at New York & Company in year’s past and have always had a pleasant experience. I am notifying you of this experience to assist with the following:Desired Settlement: I am notifying you of this experience to assist with the following:

(1) understanding the lack of friendly welcome when I entered Store 33,

(2) understanding why Store 33 was disheveled and the dressing rooms did not appear clean,

(3) understanding why my personal information would be needed prior to the purchase transaction at Store 33. Also, I would like to know how long is my personal information kept on file. The information I read from the front of the receipt: “NEW YORK & COMPANY REQUIRES ID FOR ALL RETURNS THAT WILL BE RECORDED AT THE TIME OF RETURN. WE MAINTAIN A DATABASE OF RETURN INFORMATION.” The information I read from back of the receipt is: “Current government-issued photo ID is required and will be recorded for all returns of purchases made by cash or check and merchandise credits....All transactions are monitored by XBR reporting & analysis software. We maintain a database of the return information & reserve the right to limit the number of returns p

Consumer

Response:

At this time, I have not been contacted by New York & Company regarding complaint ID [redacted].Sincerely,[redacted]

Review: The price adjustment policy is not as stated on website:PRICE & PROMO CODE ADJUSTMENTS FOR ONLINE ORDERSPrice adjustment: We offer a one-time price adjustment if an item you've ordered is marked down within 14 days of the order date. Contact us within 14 days of placing your order and please have your billing information and your order number on hand.After speaking to an online customer service representative and a online customer service supervisor, both stated that the policy is that and item had to be marked down to clearance in order to receive a price match. Which is not as posted on the website.Desired Settlement: I am hoping that the requested price adjustments will be made to my account as the websited states.

Review: I contacted New York & Company a few months ago and requested that my home address be removed from their marketing distribution lists. I started receiving promotional materials from New York & Company in January, one month after I made an online purchase, despite the fact that I did not "opt in" to their mailing list. When I contacted the company in March, a customer service representative affirmed that my address would be removed. However, I am still receiving unsolicited promotional material in the mail. I would like my request for removal to be completed honestly and immediately.Desired Settlement: New York & Company stops sending promotional materials to my home address.

Business

Response:

Dear [redacted]:

I am responding on behalf of New York & Company concerning the case number mentioned above. We regret that [redacted] continues to receive promotional mail from our company. Per her request, we have submitted the name and address to be removed from our data base. We ask that she allow 6-8 weeks for the mail to stop completed. We regret any inconvenience this has caused her.

We consider this case to be closed and ask that you please update our records accordingly to indicate resolution of this complaint. Thank you for your anticipated assistance.

Sincerely,

Supervisor, Customer Support & Service

Review: I tried to make an online purchase using two $25 gift cards. The purchase did not go through but my gift cards now have a $0 balance. I have been in contact with New York & Company since 4/**/16 with no resolution. The response that I continue to receive is please be patient. All that I want is the two gift cards credited to their original balance. I think I've been patient enough.Desired Settlement: I want the two $25 gift cards brought back to the original balance. The order didn't go through and I did not purchase any products. Essentially I have just given NY & Co $50 for nothing.

Business

Response:

We regret the delay in resolving this issue for [redacted]. I spoke with [redacted] directly on 5/**/2016 and reviewed her order history. We found that she is owed an additional refund back to her [redacted] card in the amount of $25 which was issued today. She can expect to see the refund in 5-7 business days. A previous refund was issued on 5/** for $25 which she confirmed was received already. Thank you for allowing me to address this complaint. Sincerely, Charmaine CCustomer ServiceNew York & Company

Review: On March [redacted] 2015 around 9pm I placed an order which included 2 pairs of 7TH AVENUE BOOTCUT PULL-ON PANT - PETITE SIZE: XL, BLACK advertised on the NY&CO website for $29. (As of [redacted]. March [redacted] 2015 they're now listed for $39.95 Buy 1 Get 1 Free) and for petite size XL in black it says it's IN STOCK. About hr after placing my order on 3/** I got an email saying the pants were "not available" and they were canceled from my order. This is RIDICULOUS. I called up & was told there was 'nothing' they could do. I called today, 3/**, and spoke with a supervisor - [redacted] - who tried on his end to order the pants for me with no luck & said "it's weird, I don't know what to do" and refused to compensate me and get me the pants. Ridiculous they falsely advertise this item to me, the consumer, and refuse to correct their mistakes.Desired Settlement: would like 4 pairs of 7th ave bootcut pull-on pants in petite size xl black sent to me or my entire platinum ny&co card bill paid for by ny&co.

Consumer

Response:

At this time, I have not been contacted by New York & Company regarding complaint ID [redacted].Sincerely,[redacted]

Review: I made a purchase at New York and Company on October **, 2015 and didn't like how the pants fit when I got home. I returned to the store on October **, 2015 to exchange both pairs of pants for a different size. They did not have my size in the store so the representative offered to place an online order for me that would be shipped to my home. She could not perform an "even exchange" because she needed to place the online order, so she returned my items to a merchandise credit and then used the merchandise credit to pay for the online purchase, even though I had my receipt showing that I paid with a [redacted] credit card.

By November *, 2015 I had not received my order. I contacted NY and Company and they advised that my order had been cancelled by their system because the items ordered were now out of stock. I explained that the only reason the merchandise credit was involved was because an even exchange could not be performed due to the online order, and that I had my receipt to show I paid with a [redacted]. The representative told me not to spend the merchandise credit I received as it would be devalued and replaced with a check.

After I had not heard back regarding the check, I wrote a letter to New York and Company dated November **, 2015. I explained the situation, attached all relevant documentation (copies of receipts and the merchandise credit #) and asked that a check be issued to me at my home address provided. I received an email response from [redacted] on December **, 2015 stating that my check had been issued and to allow 10-14 business days for delivery.

To date, I have not received my check. I have tried to resolve this matter with NY and Company on 1/**/16, 1/**/16, 1/**/16 and 2/*/16. Today, the representative told me that her system showed my request for a check was denied and could not explain why I would receive an email saying my check was on its way. I have copies of: the letter I mailed to them, receipts, merchandise credit, and their December **th email that can be submitted upon your request.

This has been going on since November *, 2015 and I am unable to resolve this directly with the Company. Additionally, they refuse to provide a contact phone number for the Corporate Offices, and instead insist I send emails, to wit I have sent 3 and received no response. With no way to contact Corporate Offices, I am forced to continue contacting the Customer Service Department, who has consistently stated there is nothing else they can do aside from ask me to email Corporate directly.Desired Settlement: I would like a check issued to me in the amount of $55.46.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: NY&CO I can tell you guys are on your way out of business. On 06/** I placed an order and used a $75 gift card and had a $5.45 balance. I logged into my [redacted] Account to pay the balance, low and behold you buffoons charged my [redacted] Account $80.45 in addition to taking the $75 off the gift card. I called customer service and was advised that once the order ships the charges would be corrected. Well after I made the call to customer service I received an email stating that 2 of the items I ordered were not available, bringing my total to $67.75. So that means nothing should be charged to [redacted] and the $67.75 should come off the giftcard. Well I received my order and the charges have not been corrected. My [redacted] Account is still showing a pending transaction for $80.45 and the $7.25 has not been refunded to my giftcard. Here's where it gets good, ONE OF YOUR EXCEPTIONALLY BRIGHT CSRs SENT ME AN EMAIL REQUESTING THAT I FAX MY BANK STATEMENT TO SOME NUMBER. IN THIS DAY AND AGE WHERE SECURITY BREACHES AND FRAUD ARE ALL TOO COMMON WHY IN THE WORLD WOULD YOU SEND AN EMAIL REQUESTING THAT SUCH SENSITIVE INFORMATION BE FAXED? Furthermore its not my bank, its [redacted], you guys need to cancel the pending transaction with [redacted]. It gets better, ANOTHER BRIGHT INDIVIDUAL AT YOUR COMPANY SPENT $10 TO SEND ME A .90 GIFTCARD VIA CERTIFIED MAIL. YOUR COMPANY IS PATHETIC AND IS WORSE THAN DEALING WITH THE FILIPINO CUSTOMER SERVICE AGENTS. THIS NONSENSE ALONG WITH THE FACT THAT THE QUALITY OF YOUR CLOTHING HAS GONE DOWN HAS SEALED THE DEAL, NO MORE NY & CO FOR ME.

Consumer

Response:

At this time, I have not been contacted by New York & Company regarding complaint ID [redacted].Sincerely,[redacted]

Review: On 6/**/2015,I ordered 17 items; however, only received 16 items. The items were shipped in 4 different packages. Though I received an email confirmation with a tracking number, the 4th package never showed. I have called the Customer Service of NYC on 3 seperate occasions; and while they have been friendly, I still do not have a package or my credit card credited for the lost item. I am now being told they are investigating and it can take up to either 72 hrs or 3 to 5 business days for my credit card to be refunded. This is unacceptable and [redacted] My credit card is accumulating interest because of this lost item.Desired Settlement: I want my credit card refunded the amount of $9.97 plus any shipping costs + any finance charges. The item is lost. If NYC would like to pursue the matter with the store who was suppose to ship the item as well as the shipper, who I believe was [redacted], that is their right. However, I do not believe my refund should be held up because of this. I didn't tell NYC to give it 72 hrs or 3 to 5 business days to receive payment, I don't think I should have to wait this long either.

Consumer

Response:

In reference to complaint ID [redacted], please be advised that this matter is now resolved. As of yesterday, the credit card issuer advised me that a credit of $10.67 + fiance charge interest had been refunded back to my credit card. Thank you for your efforts. I find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,