New York & Company

I ordered items online and did not received my items. I contacted New York and Company on 2/*** and explained the situation and the representative stated that they would be sending item replacements and will expedite the order. On 2/*** I received an email below that I will not be getting my items back. I purchased the items with my New York and Company credit card. I am a loyal customer and don't have any issues. I recently moved into a new area and all my packages for that day were missing. I have asked my neighbors if they had seen anything or have the packages and that was not the case.

I need my items or they should refund me.

I am not sure where they are getting the information of negative order history.

We have received your recent requests submitted on orders *** and *** Due to the negative order history at this shipping address, we will no longer issue refunds or replacements for damaged/defective items, short shipped items, or orders not received. We are no longer responsible for damaged/defective items or items/orders not received that have been shipped and delivered to this address. If you are concerned about future deliveries, we suggest shopping in one of our store locations. We apologize for any inconvenience or frustration this may cause.

ny&co is refusing to refund in full for order *** I have received numerous orders from them with entirely or mainly missing items and damaged packaging. I demand a refund in full for order *** without delay or hesitation.

I placed an order at the New York and company website. I returned some items that I did not like. There were two items I had issues with but did not return because they were already worn. The problem was that after one wash despite following the washing instructions exactly, one of the sweaters bled onto the white part of that sweater and the second sweater. As well, both sweaters developed a bunch of pulls all over them after wearing them just one time. I contacted New York and Company through their web chat requesting a resolution. They offered me two options. One was to keep the damaged items for a partial refund which came to about 24% of what I initially paid. The second option was to return the items for a refund. However they would not provide me a shipping label nor would they reimburse me for the shipping I would pay except with a New York and Company gift card.
If they sold me products that were poorly manufactured and did not last after more than one wear that is clearly an issue on their end and they should take full responsibility and refund me in full without my having to incur any expense. I would like a full refund for the two defective sweaters. I would be glad to send them back to the company if they provide me with a prepaid shipping label.

On 01//19 I ordered a plaid jacket from NY&Co. from the Eva Mendes collection to go with the plaid dress I ordered on 01//19 part of the same collection, so I thought. The jacket wasn't sold at my local store and I had to order it online, the return option is by mail only. When I received the jacket it didn't match the dress at all, the colors were different so I returned the jacket, and a pair of pants from the same order using the return label. I got an email that my returns were received, but they subtracted the $6.95 in shipping fees. I called customer service to get the fees waived, she went over the policy I told her I know the policy, but that's not fair to the customer to not be able to try on the items or see an order until it arrives & you can't return the items to the stores because they won't take them back. She said she would send in a ticket or something and tried to rush me off the phone. I asked is there a consumer # or addr. to corporate to file a complaint she said no! She did give me this web addr ***, I went to that website it's for in- store complaints only, my issue was for an online order, so that was no help. I've been a customer of NY&Co for at least 40 yrs, when I was a teen, at that time the stores were Learner, I'm a premier card holder and never late in paying my bill, and I deserve to be treated as a Premier Customer. New York and Co. policies are misleading, I looked at an invoice from last year return policy, it states: "If for any reason you are not satisfied with your NYC purchase, simply return it within 60 days of the order date shown on the packing slip to nyandcompany.com or within 90 days of the order date to an NYC store. On the store receipts you have 45 days. How is that good business practice to offer online items & can't return to the stores, and also if you purchase clearance redlines items instore or online you can't return at all. I've never encountered a store like this that offers online items that you can't return in store, it'slike they're penalizing the customers, when they should be customer driven. All I want in my $6.95 refunded and I will gladly take my business elsewhere.

I’ve contacted New York & Co. multiple times about a refund they still have not credited to my account. They keep giving the run around that it’s will be processed within 5-7 business days but nothing. Initially contacted them before January *** and to this day refund hasn’t happened. I’ve been with them on the phone many times after initial call and get no where. This is the second time it happens. First time was in the amount of about $49.00 where I never received my refund I eventually gave up. I will not let this happen for a second time. If you can pls help as I’m exhuasted in trying to get my refund in the amount of $39.and change for order mentioned here. I am not listing the past order as I have to go through searching all info back again but this is the second time they do not refund me. As well they charge you a a shipping return fee that appears on my credit card as a special item ordered they need to correct their fee processing and make this fee Clearly Visible on receipt label as it is is hidden between many wording.

Anyone with a credit card and makes a purchase online. If there are any concerns with the merchandise make sure you return it within 45 days. Its 45 days from purchase not delivery. I was offered $4.99 per pair of jeans. The company will do nothing else to help you. Even over the holidays.

If I could give zero stars I would!! This company’s customer service is crap!!! I have been trying to get an answer from customer service since December 1st 2017 as you can see almost 2 months later I sit here with no answer, no short I ordered and out my $$$. This is by far the worst customer service experience I have ever had. A simple response would have been nice a simple we are looking into it would have worked but to completely be ignored is ridiculous!! I am outraged and will be continuing to call/ emailed ect until I hear back or get my money sent back. At this point I do not want the shirt I want my money and to NEVER shop at this store again which is sad considering it was one of the only places I used to shop!

I would like to file a complaint regarding the service I have received while trying to redeem a coupon that you company sent to me to celebrate my birthday. I have tried for the better part of two weeks to use this coupon and yet have been unable to do so. I have tried to find something in the ONE store that is within 300 miles of my home which is nearly impossible considering there is nearly no stock in your store so I am left with trying to redeem on-line. Yet I can not because everything is one sale and apparently even though there are no exclusions written on the back of the card you are unable to use if the item is on sale which of course every item is on sale on line so therefore I am unable to use the coupon. I have tried on multiple occasions to get assistance from customer service both by chat and by phone and am continually treated as if I am stupid and can't read. I am neither. THERE ARE NO EXCLUSIONS WRITTEN ON THE BACK OF THE COUPON CARD. I do not appreciate being spoken to as if I am stupid. I have over 25 years in retail and retail management. I am well aware of how coupons, etc work.

My problem is DO NOT send a coupon to someone that can not be used on-line especially given you have so few physical stores left. If I could use the coupon in store I would but I can't.

Hi
I have order that I ordered online on *** Nov and got delivered on *** Nov. I tried to return this at the *** corner store on Jan ***. However, they said that they cannot take the item as it is an online order and I need to return it online. They also mentioned that the store was closing. They encouraged me to use the label that came with it to ship it. I shipped it using that label and the item came back to me!

I then tried to chat with folks online and on phone and they say that I HAVE to return it within 45 day period. I see that you have that policy on the receipt. But that policy also tells that I CAN return item in store. It seems the *** location is closing and so they refused to take the item. It does not say anywhere on the policy that the store that is closing won't accept the order. Further, that location is far from my house and I had no way of knowing that it was closing. And even further, they just made me believe that online items can only be returned online!

I chatted quite a bit with the customer service online and even on phone. Both are refusing to budge from the stated 45 day policy.
I understand policy are for a reason. But I did do due diligence to return the item in store. And that was within the 45 day period. If they didn't take it then I should be granted some exception and allowed to return the item online.
Please help.

I used to love New York and Company. Not anymore. I ordered pants and a sweater on December 13th. I never received them, so I emailed customer service a few weeks ago (January), and was told my package was still out to deliver and there was nothing she could do. So I waited longer for my package, and never heard back from the representative I responded to. Then I received and email saying New York and co. had received my return. I never returned anything nor received my package. Another representative told me I could reorder the clothes again, which I was not happy about. I went to your website to do so, but they are out of stock. I have been told I will not be able to get my original package. I was refunded, which I did not ask to be. But the money I was refunded will not be anywhere near sufficient to reorder the clothes since they were on sale when I order them. I received no help or advice when I asked if there was any way I could receive the items I purchased. I even called to talk to a supervisor; I was put on hold and then told to give my phone number for them to call me back when one became available, but never received a call. I finally got a hold of a supervisor the next day who told me he could do nothing. He said I could reorder everything if it ever comes back in stock, for the full price. Then I would have to try to contact customer service again for a price match (which from my experience thus far, I expect they will not do) after paying full price and shipping. Worst customer service ever. Horrible company.

I purchase a dress from new york and company October *** 2018, I recieved it around the *** I tried the dress on and it was too big. The tag that hang on the dress with the price said a size 10 and the tag in the collar of the dress is a 16. I went away in November so I was unable to return the dress until I got back the beginning of December. The dress was then returned back to me that they can not process my return due to the time that I sent it back. I called the number on the letter that came back in the package with the dress. I spoke to a representative name Emily. She said there's nothing she can do because the return time is over, I explained to her that they are the ones that sent me the wrong size and now they can't exchange it or issue a refund. I ask her to transfer me to her boss, she place me on hold then another representative came on the phone. Her name was Samantha. She told me the same thing as the previous rep, that there is nothing they can do, not trying to understand their error and have a little customer service and do the right thing. I told her I need their corporate information and her boss. She gave me a website and told me I can contact them that way. I asked her if there is no number that I can call she said no. I have to go on the website. I will never place another order on their website, and I might not go back to their store to make any purchases. This is so unnecessary, you made and error.. own it the correct it. I'm the customer. I was gonna just give the dress to someone that can fit it, but I said no I'm gonna contact these people because they made the mistake and just pushing me away like I did something wrong.

New York York Company advertised an online promotion of buy 1 get 3 free. I was sent 2 emails confirming my purchase. Several days later I was sent 2 emails stating they would not be sending 4 off the 8 items chosen because they were out of stock. When I called to resolve the situation I was treated poorly by a customer service representative who stated the was nothing they could do because the company didn't know what items were on sale because the promotion was over. I asked to speak to a supervisor and was placed on hold for several minutes. The representative returned and said the was no supervisor available and I would get a return call. No call was ever placed. I am asking for them to honor the promotion.

Since December 2017, I've been receiving the run around from New York and Co. UPS lost my return package and made every attempt to get in touch to verify the dollar amount with NY&Co to file a claim. NY&Co never returned their call/email and after several unsuccessful attempts and speaking to several department, filing two dispute claims and speaking to several supervisors, each had a different answer about my refund of $148.40 to be put back on my NY&Co card. A filed yet another dispute claim on November 2018 and explained to the department that due the fact that it's been months, Comenity Bank and my credit may be affected because I can't keep waiting around for NY&Co to get their business together, I needed to pay the card off so I can close it possibly look into speaking with a legal person about my refund. The card was paid in full meanwhile, I'd hope that they would just send me a check for the amount owed to me. I received a letter saying that now they won't refund me because I paid the amount. For over 1 year, they gave me the run around, lied to me about my refund and was very rude about my several attempts to collect my money. My last call was made in December 2018 again and after speaking about all the issues I had for over the year, she placed me on hold and never returned. This is what I've been dealing with. I did not want my credit to be affected and not pay it because of the lengthily timeline of waiting and NY& Co. not following through, again, I didn't not want my credit affected in anyway. I've written a letter to UPS, Comenity Bank and NY&Co and everyone. No reply from Corporate and I'm now afraid that because they did not follow through on my refund that I will never get my money and/or the system will only allow information for a period of time. I would like my refund as I have provided all documents to whom I've spoken to, the tracking numbers from UPS, notes and my letters and still they're no responsive.
On 1/13/19, I received an email from NY&Co saying "thank you for your purchase". I haven't used this card since I've paid it off in full. When contacting them on 1/14/19, the first representative said "it was a mistake and it was an email sent out inevitably". That was it. I explained that it stated that I had made purchases that I never did and she became rude. I asked to be transferred to a Supervisor and he could not explain the email and stated "I will need to send this to Corporate as I'm not sure why you received this email or why.

Hello,
Thank you for your help and assistance with this matter. Here are the facts related to this complaint:
- I completed an online order at NY& Co on 11//18. Order number: ***
-After some time went by and the package did not come I checked the UPS tracking and the tracking noted that the package had been delivered by the *** , however, I did not receive it.
-I called NY and Co customer service and they saw in their records that *** had noted it as delivered.
-Since it had been several days since the shipment had supposedly arrived the customer service rep said he would re-ship the item.
-I then received the item on my item on Dec *** (UPS tracking notes it arrived on 11//18 Tracking Number *** -I decided to return the items (they were originally for a party on Dec *** - the delay made it so I could not use the items and I had no other use for them)
-I brought the items to the NY and Company Store in Burlington, MA on 1/*/19 to return the items
-I was informed by the friendly store employee that it was past the 45 return policy window (calculated from the 11//18 date). I asked if there was a way to override this and they said I could call customer service and ship the items back. They gave me the number to call.
-I called the customer service number on 1/*/19 and I was told by the representative and subsequently the supervisor I asked to speak with that the were unable to return the item because it was past the 45 days and I could take the issue up with the corporate office. The supervisor provided me a website to reach the corporate office.
-The corporate website was essentially a comment website and I left the information there about the issue, however, there is no phone number and it did not seem like the appropriate means to handle the issue.
-Other than an automated response I have not had any further contact from NY and Co to date
-The total order amount was $94.94
-I have a New York and Company store credit care

They advertise a hassle free return process and accept refunds. I sent back 3 packages and was charged $6.95 THREE times. I was told there was no charge to return items bought online during the holidays via mail. I have a screenshot that shows that there is nothing about being charged to return items. Courtney was rude when I spoke with her on the phone. He comment was “funny how you can skip over the part about $6.95 charges”. Tell them to go back and listen to the phone recording so they can hear that! I utilize my phone to place orders. Shall I provide the screenshot. I have sent it to them by email and they have ignored it.

I purchased 5 items online with a gift card,and paid the balance with my credit card. The gift card had 50.00 on it. Less than 24 hours later I was told only two of the 5 items would be shipped my original total was 71.00. 45.00 dollars of my ordered was cancelled. Instead of New York and company charging the gift card the 25.00 order. They only charged 15.00 to the gift card the balance to my credit card. I called to see if I could have the complete 25.00 charge to the gift card . I was told no. Not only can they not do that,but since they zeroed out my gift card I can not use it for 5 days and she would not be able to tell me the balance on the gift card. I ask who can I call to find out how much will be placed back on the gift card and she told me no one. Now I don't have a gift card to use. I checked my bank account and they charged me 17.00 and not the 12.00 the email indicates,and I don't have a gift card that I can use and I'm only getting 25.00 worth of merchandise.

My bank, HSBC, mailed a check to NY&C - Commenity Bank to pay my bill. I've done this in the past and I never had an issue. NY&C is claiming they never received it. I called HSBC and I was told it was cleared by Commenity Bankon December . When I called NY&C again I spoke to a supervisor and gave her the check number and sequence number but she said they needed proof by mailing a copy of the check and in the meantime make another payment to avoid late fees. This is upsetting because commenity already took my money and now NY&C wants me to make another payment while they resolve the issue. I shouldn't have to pay twice. I have always paid on time. I should have been credited while they resolve the issue. Therefore, I closed the account because I shouldn't have to pay twice when I should be guaranteed a credit. It's not my fault nor HSBC. We both did our part. It's poor customer service from NY&C. The error is coming from NY&C and Commenity.

I purchased some items Dec. , 2018. After making my purchase I went home to try them on. My pants were to big and my belt was also too big. I went into your Collierville location on Yesterday Dec. *** 2018. The young lady informed me that I would not be able to exchange my clothing due to my tags being off the items. I explained to her, I thought I could wear the clothes. She then told me give someone my pants and purchase some more pants. That I will not due. It's not that I was trying to get over. The tags were in the bag along with my receipt. I also walked through the store and took pictures of several items that people had wore and returned without the tags, you can tell that they items were worn by looking at the clothes. One pair of pants had a double crease in them with no tag and they took that item back. I've been a valued customer for over 10 years and I will no longer shop there. My mom and sister has a credit card there and they are thinking about canceling their cards due to the services I received.

Order was never received and after numerous attempts via phone, email, Facebook, service failure after service failure. I’m a single mom and money is tight - I need a refund and am completely discouraged with what used to be my favorite store.

I ordered two gift cards and a few clothing items online from New York and Company on November ***, 2018. I got notification that the entire order shipped on November ***, and received the package on November ***. The package had ONLY ONE of the TWO gift cards I ordered. I called the company immediately, and told them I was missing a card. They asked me which one I received (the cards have individual, identifying numbers on them) and I gave the woman the info. I asked her to send a new one. She said that she saw, on her system, there was another package being delivered to me. I told her that the email I received said it would all be in the one, so she said that she would DISABLE the missing card and send out another. This phone call took 30 minutes. I received this note on November ***:

*** I called again, and once again explained everything. The woman on the phone named "Minnie," supposedly, told me they had to wait four more days until they could send out the new one. I asked for rush on this-- it was a gift. She put me on hold and finally said they would expedite it (another 30 minute call). I told her I was VERY displeased and would contact their online site to tell them so.

Yesterday, December *** after I still received NOTHING, I called again. This time, she told me that the card was USED on November *** and it could NOT be reissued. I told her it was NOT used by me, and it should have been disabled when I called on November ***! She said thy COULD NOT send me a new one UNTIL they contacted corporate to investigate where it was used (geographical location), and it would take 7-10 business days. I now have NO gift, to NO fault of my own. They were all rude and unhelpful.
I asked to speak to the manager, and the manager, named "Jeremy"