New York & Company Customer Service Issues

I returned 4 pairs of yoga pants to New York and Company on April 26th. I was credited for three out of the four pairs. I paid $26.95 for the fourth pair but did not receive the credit for it. Each pair should have been credited at $16.00, but the fourth pair was left out. Despite contacting New York and Company multiple times, I was unable to resolve the issue. During my last call, I spoke with a representative named Stanley who was unable to assist and promised to transfer me to a manager, but the wait time was too long, so I hung up. I am disappointed with this experience and hesitant to make future purchases from New York and Company. It seems that mailing the items separately might have avoided this problem. I am requesting a refund of $26.95, and if not resolved, I will consider leaving negative feedback on social media and reaching out to the company's leadership.

On November 8, [redacted], I had my first ever negative experience at this store. The manager, Ms. Moore, was incredibly rude and unprofessional. Upon entering the store, I received no greeting despite being the only customer present. When inquiring about a sale, Ms. Moore's responses were difficult to understand as she kept walking away. She spoke disrespectfully about another employee who had already finished her shift to a coworker on the floor. At the cashier, I decided to return the jeans I had picked up and only purchased some jewelry. Ms. Moore's abrupt responses and lack of professionalism made me feel like a burden. Her dismissive attitude and behavior towards me and her coworkers have made me decide never to return to this store. I believe Ms. Moore could benefit from attending customer service training for managers. Thank you, Dorothy Caesar

On Sunday, 11/11, around 1 pm, I visited your Downey, California store to exchange some sweaters I had purchased online. Despite not having my receipt, I used my black credit card. The manager LuLu tried calling customer service for my credit card details but mentioned that the number was not working. When I suggested she try again, she explained that issuing store credit and reordering was not an option. I then went to the Cerritos Store, where Stephanie, the manager, efficiently resolved the issue by contacting customer service with success on the first attempt. After resolving the matter at Cerritos, I called LuLu at the Downey store to suggest better solutions for future incidents and propose additional customer service training. However, LuLu alleged a global issue hindered her, contrasting with Cerritos' service. When I expressed this, LuLu abruptly ended the call, which I found unacceptable. It's clear that this manager could benefit from enhanced customer service skills.

On December 28, [redacted], I bought a ladies jacket and a ladies top at 2:35 pm from New York and Company outlet at Concord Mills Mall in Concord, NC. Due to a lack of available dressing rooms, I took the items home to try them on. Unfortunately, the top I purchased seems to be defective in workmanship and does not fit well on the shoulders. When I tried to return only the top the next day for an exchange, following the store's return/exchange policy stipulated on my receipt allowing returns within 45 days for unworn merchandise with tags attached, the Manager, Sharlay, was uncooperative. She refused to honor the policy and was very rude, unprofessional, and condescending to both my daughter and me in front of other customers. Despite having the original receipt and tags, she insisted the purchase was final sale with no refunds or exchanges. The lack of clear visibility of this policy in the store and the Manager's aggressive behavior towards us made the experience unacceptable. I am simply seeking an even exchange for a different item that fits properly.

I have been a loyal NY&Company customer for over 25 years. Unfortunately, I am extremely disappointed with the recent customer service experience. I placed an order online and by phone for an item listed as available in my size. However, I received emails notifying me that my order was canceled due to inventory issues. I joined the wish list for the item and was notified when it was back in stock. Upon reordering it, my order was canceled twice more. The item is the hi lo denim ruffle skirt in size XXL, which I would love to have for my birthday. It would mean a lot if you could assist a loyal customer like me. The customer service team was not pleasant to deal with, as they were rude and untruthful about my orders. I asked for the corporate telephone number, but they claimed it didn't exist. After struggling online, I finally found a way to voice my complaint. My email is [redacted] Sincerely, Antoinette Young.

I recently visited New York & Company at Northlake Mall in Charlotte, North Carolina on October 31, [redacted], at 8:40 PM. Unfortunately, I encountered a sales associate with what seemed like a disrespectful attitude who was reluctant to guide me to the fitting room. I believe it would be beneficial for a manager to address this behavior and provide the necessary training on customer interaction. In today's rapidly evolving technological age, excellent customer service is crucial due to the swift transmission of information.

I bought a pair of Audrey pants, item #[redacted] in tan, size 10. I went to the Bergen Mall outlet, where I usually shop, to exchange them for a size 8. Unfortunately, I didn't have the receipt, so they only offered me a $4.50 credit based on the lowest price the pants were sold at. This seems unfair as the current price is higher. I have been a loyal customer for over 20 years, dating back to when it was Lerner's, but I'm feeling disappointed with this experience. I've had exchange issues in the past with NY&CO as well. I've had to gift items instead of exchanging them. I simply want the same pants in size 8 and moving forward, I will reconsider shopping at NY&CO.

I recently made several purchases from NY & Company, particularly enjoying the Eva Mendes collection and the overall quality of their brand. During a visit to the Paramus Park Mall store on 11/12/19 to return some items, I encountered an unfriendly and unwelcoming associate at the register. Despite my attempts to initiate the return process, the associate was dismissive and unhelpful, especially when I presented an item with a missing tag. The associate, who identified herself as the manager named Rose, accused me of wearing the item and directed me to return it at another store. This encounter left me feeling uncomfortable and disappointed by the lack of customer service. I believe that the behavior of the manager reflects poorly on the store and the training provided to the associates. This experience has made me hesitant to continue shopping at NY & Company.

I had a negative experience at store number [redacted]. The sales associate and manager, Rosmery, were disrespectful. Rosmery refused to accept my donation coupon and did not honor the discounts I was entitled to. I felt discriminated against as a person of color. I would appreciate it if a supervisor could contact me at [redacted] or [redacted] regarding this issue.

I returned Order Numbers [redacted]89 & [redacted]76 to the store on November 20th using Afterpay as shown on the receipt. After contacting Afterpay and NY & Company's Customer Service, I was directed back and forth between the two without a resolution. Despite providing receipts and screenshots of the return, NY & Company stated they couldn't see the refunded amount due to the return being processed in-store. The store, on the other hand, indicated I should contact Customer Service. This back-and-forth is frustrating, and I believe someone should take responsibility and ensure my refund is processed promptly.

I bought some final sale items without knowing they were nonreturnable. When I tried to return them, the clerk said they were final sale. I explained I was unaware and wouldn't have purchased them since they were for my daughter who just gave birth. The clerk mentioned the salesperson should have informed me they were nonreturnable. Since I can't use the items, I would like a refund to my credit card for the purchase amount. Thank you.

Good morning, I would like to address an issue regarding the recent sizing of the sweaters I have purchased. Typically, I wear a small size, but lately, they have been running too big. As a result, I started buying x-small, and while some fit well, others are so tight I can't even get my hands through the sleeves. During the recent Holiday sale, I bought a bunch, but many of them have sleeves that are too small, making them uncomfortable to wear for more than 2 hours. I would like to return some of them, but I have already removed the tags from a few. I appreciate your assistance with this matter. Thank you. - A. Salguero

Return Policy Dissatisfaction: I was told that I couldn't return my item as it was past 45 days, though the same product is still available in stores. My frustration comes from the lack of flexibility in offering store credit or a gift card, especially after using my New York and Company Rewards Card for the purchase. I am puzzled why I can't exchange for a different size when the item is still in stock. Furthermore, returning without a receipt yields a meager $1.50 - $4.99 offer. This experience has left me unimpressed with the customer service and makes me hesitant to shop at New York and Company again in the future.

I suggest updating the return policy to include providing merchandise credit for returns made after 45 days. For instance, I bought items online on 10/15/19 and attempted to return the unused items for size and color reasons on 12/6/19. I was informed that the return couldn't be processed because it surpassed the 45-day return window. This situation is disappointing, particularly as a NY and Company Rewards cardholder.

I accidentally made a purchase using an old account with the wrong address. Despite contacting customer service right away and being told nothing could be done, the package was delivered to the old address. This situation of waiting for it to be returned or possibly stolen is unacceptable. I would like assistance in resolving this issue. My name is Bella N. Thank you for your prompt response.

On December 10, [redacted], I bought a lovely holiday plaid dress shirt from the 34th St NYC store both in person and online. The package arrived on December 18, [redacted], but when I opened it at home on December 20, [redacted], the shirt had a strong smell of smoke and perfume. Unfortunately, visiting two local NY&Co stores (retail and outlet) didn't help as they couldn't provide a replacement shirt. It was frustrating feeling like I was getting nowhere and wasting time. Despite the efforts of the online Customer Service representative, I was directed back to the local store, which was already out of stock.

I wanted to express my gratitude to the staff at Arden Fair Mall in Sacramento. Unfortunately, I accidentally left behind the Christmas heart plaid top with a black bow that I had just purchased in another store while trying on bras. Despite my efforts to locate it, it was not returned. Upon informing New York and Company about my lost shirt, the manager displayed exceptional kindness by checking my recent card transaction and issuing me store credit without needing to inspect my bag or purse. Although the store did not have my size in stock, the manager arranged for it to be ordered from Fairfield. I received my top within five days and was delighted with the service. I am truly thankful for the professionalism and assistance I received from the Arden Fair Mall staff, and I have since received numerous compliments on my top during the Christmas season. Thank you once again.

I visited the NY and Company store at Zona Rosa in KC, MO earlier today to return some items I bought online during the pandemic. Despite having the shipping receipts, the cashier was unable to process the return due to the system claiming the orders were too old, which was clearly not the case. I contacted customer service from the store, and Jeremy, who identified himself as the manager on duty, mentioned that the store had the right to refuse my return. Even after explaining the COVID return policy displayed online and in the store, Jeremy insisted the policy was incorrect. He did offer to waive the return fee but couldn't assist further or escalate the issue. I voiced my concerns regarding the discrepancy between the policy and what was being implemented in the store, but Jeremy was unable to address the recurring problem. I have been a loyal customer and enjoy shopping at NY and Company, but the phone customer service may need improvement. I request for someone to address the issue with the POS system to prevent future problems and to enable me to return my items at the original purchase price in-store. I prefer returning in person rather than mailing the items. Please review my account history, as I am a dedicated shopper at NY and Company. Thank you.

I have a merchandise credit valued at $25.88 ([redacted]) that I was told I could use online in September. Unfortunately, I was recently informed that I cannot use the credit online. Instead, I was offered a 10% discount, which I find unacceptable. Given the circumstances of your store closures and the misinformation provided by your staff, I believe it's unfair for me to only receive 10% off. I would appreciate receiving the full credit amount as I currently have no way of accessing any service with the money held by New York & Company. Sincerely, D. Cunningham

I placed an order with NY and Company on 11/4, but due to an incorrect address, it sat in the warehouse for 3 weeks. I contacted them on 11/29/22 and reordered two sweaters. Despite being told about technical issues and receiving a 10% discount, my order has yet to arrive as of 12/21. On 12/18/22, I was charged $9.53 without receiving the order. I have been calling and emailing for days with no response. Even contacting my credit card company hasn't resolved the issue. I simply want my order or a refund of the $30 I've paid without receiving the products. The lack of communication and delays are extremely frustrating and unprofessional.