New York & Company

Let me preface this rating with notes that the service I received in store (New York and company) was good, and I liked the selections in store. My sister convinced me to look around, so this is my very first experience with NY&Co. The dress I wanted for New Years wasn’t in store in the color I needed, so I ordered it online. Paid for shipping (even though there was a free option) so I would get it with time to spare for a New Years eve event. It was due to arrive today. I checked the tracking number, and it hasn’t moved since it originally was tagged to go to UPS (several states away) I called customer service thinking maybe it was an error with the online tracking system. After being put on hold, she told me (friendly) that they would wait ten days and then consider it a loss and then refund me. I should add, I mentioned it was for New Years eve multiple times. I also asked is there anything to do for me and she said unfortunately no. Really? Nothing? I’m 100% positive this was an opportunity for service recovery. Give me a credit, a discount to go in store and buy another dress, overnight me the same dress and have me return the other when it arrives, SOMETHING. Being friendly in this case is just not enough. It’s a plus, but there are ways to fix it that don’t require me to do all the problem solving. I’m not looking for my money back in two weeks, I’m looking to be cute on Née Years eve. On the plus side, the dress might still get delivered by the 7^th, then I can hope someone is willing to ship it to me, because by then I will return home from this trip and it will have to be shipped again. More costs and inconvenience for me. Whoopee.