I had to return a belt that I purchased feb 17 today being april 22, was unaware of the 60 day return policy. I had the tags and the reciept. If I returned it 4 days earlier it would have been accepted. I have shopped at new york and company for years, I never heard of this. I questioned it. The other cashier chimed in and said, "give it as a gift or throw it away, there's nothing we can do!" Very rude...(I believe it may have been the assistant manager)

September 21, 2010

New York & Company
450 West 33rd Street, 5th Floor
New York, NY 10001

Good Day,

What follows is my fifth attempt at a satisfactory resolution to a problem that I have already invested a great deal of my time in attempting to resolve. I began with an email, utilizing your company website for complaints. Once I finished typing my email, I received a response of how important my comments were and that I could count on a response within forty-eight hours. Three days later, having heard nothing, I sent a second email with the header ******SECOND REQUEST******* and a reprint of my original email. Once again, I received the same response promising a response within forty-eight hours. I also attempted to contact the phone number listed on the website, but after a more than ample wait, gave up. My third attempt was yesterday, when I again called the phone number on your website and put it on speaker, so I could accomplish some looming paperwork, as I waited. After ninety plus minutes, I called the phone number from your website using my cell phone, and chose the option to speak with someone as ‘IF’ I were placing an order. I was then connected with someone in less than fifteen seconds! She was most helpful in informing me that the complaint phone number I was calling was manned by just two people, and then proceeded to give me a different email address than the one I’d previously used twice before. She also gave me this physical address in case I wanted to send you my concerns in writing. Short of booking a flight to New York, this is the best I’m able to do and I only hope someone will see fit to address what I believe to be two very valid concerns. Below is yet another reprint of my original email, with the addition of the receipt information at the bottom.

Hello,

On Monday, September 6, 2010 I had occasion to visit your retail store located in the Green Tree Mall in Clarksville, IN, and had a truly unpleasant experience. I had recently used the coupon for “Spend $50.00 and Get $20.00 Off” and needed to exchange a top I'd selected from the store. I don't normally try on clothes in stores and prefer to try them on at home. Occasionally, this causes me to have to return or exchange an item, and this was the reason for my visit to your store that day.
I explained that though the top was cute on the hanger, on me, it was horrific and I needed to exchange it. I was then informed that I'd lose the value of the coupon, in this case about $6.00.


Also, she said only IF I exchanged it for the exact same top could I maintain the value of the coupon. Again the top looked horrible on me, so the same top in another color would not be a viable option.
Even though I found another top on the same rack as this one came from, and at the exact same price as this top, she would not budge. In the end, I lost the approximate $6.00 along with quite a bit of my store loyalty and respect as well. At one point she said she couldn't do anything because she didn't have the coupon. However when I told her I did have it, she proceeded to insist there was still nothing she could do.
I've been a loyal New York & Company customer for a long time, but the future looks bleak. This is an excellent example of your winning the battle, but losing the war, and a very poor business model in my opinion. Even though I explained to the sales lady that I was not upset with her the person, just upset at these arbitrary rules that appeared most unfair, she was quite cold, indifferent and displayed zero empathy for my situation. This did not serve to make my experience any less painful.
l decided to go ahead and at least take advantage of the other coupon I had, and this time I purchased $100.00+ in order to receive the $50.00 discount. Part of this order consisted of four pieces of jewelry, two at $16.95 each and two at 10.95 each. I was trying to take advantage of the buy one get one 50% off. This time she said she would have to charge me for BOTH the $16.95 pieces and then give me the half price on the two $10.95 items. Again, I found this most unfair, so my only recourse was to put both lower priced items back, which then forced her to give me the half off on one of the $16.95 pieces that I wanted. Of course the sale was lost on the other two lower priced items and again battle won, war lost. This was the straw that broke the camel’s back. I ask you, is this any way to treat customers? Additionally, it did not go unnoticed by me that though I heard her ask every other customer if they'd like a reminder phone call about their New York and Co. City Cash, she made no mention to me of the offer, nor did she ask me if I wanted my receipt in the bag or in my purse, yet she asked everyone else.
I await an explanation that is both reasonable and fair. So far I’ve heard neither.

Thank you,


Jennifer Krausse`

Hello, my name is Ashley. I visited New York & Company store about a week ago and I was very unsatisfied with my visit! When I first entered the store a woman was standing at the front and there was no greeting, smile, or anything. I just received a look up and down with an attitude while she smacked her chewing gum. I was really suprised by how rude she was. Automatically I felt uncomfortable in the store. I work part time at G.H. Bass and I know what customer service is all about and I would never treat a customer like that. Your customers are your #1 priority! The main visit with the store was for a couple pair of dress pants for work. Luckily I found a couple pairs I liked. I then left to go look around the rest of the mall to see my other options before I bought the dress pants from New York & Company. I looked around for about an hour and didn't see any other pants I liked. It was about 15 minutes before the mall closed and I decided that I wanted to get the 2 pair of pants I saw earlier at New York & Company. As I rushed from one side of the mall to the other I made it about 8 minutes before closing time, knowing exactly what pair of pants I wanted and what size. As I entered the store to make my purchase the same woman with the negative attitude from earlier was straightening some cloths on the front table while she was chatting with I assume was the manager(he had a headset on). She once again looked at me and did not greet me and as I walked past her I heard her say, "WOW... only 7 minutes of shopping! I hate when people do that!" I turned around and looked at her in shock that she actually said that. She just looked and me with a smerk on her face. I came very close to not purchasing the pants and just walking out but I really wanted the pants. As I was standing in line I could hear her and the manager laughing about the situation. The line took for ever... there were two women in front of me and I literally stood there for 10 minutes. When I finally purchased the pants and headed out of the store, the manager said, "have a nice night" with a smart attitude and I did not respond, I heard the woman start laughing. I have never in my life been treated with such disrespect from a clothing store. Not only does it make the employees look bad, it makes New York and Company look bad! I love the cloths from NY&C and it's a real disappointment to me to feel as if I cannot go back into that store just because I might have to see that woman again. I didn't get the womans name or didn't even think about it at the time because I was so mad. She was an older lady with medium length light brown hair. I will not be going back to NY&C store in Carolina Place mall! I would hope you let it known to your employees about this complaint to let them know that they cannot treat customers with such disrespect. Thank you for your time.

-Ashley