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Business Profile

Hats

New Era Cap US Retail LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for New Era Cap US Retail LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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New Era Cap US Retail LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 225 total complaints in the last 3 years.
    • 159 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order was placed on 11/8 and to this day still have not received a tracking numbers. Two emails have been sent and they both say that once shipped I will be notified. On twitter you can find multiple people with the same issue. One customer has been waiting since October 10th, screenshot attached. All I am requesting is to receive my order.

      Business Response

      Date: 11/20/2024

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:11/17/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with New Era Hats from there limited Day of the Dead collection. I received my order and one hat, the Dodger’s hat is missing the day of the dead pin. I have contacted the company 3 times and have not reviewed any resolution. Contact has been my email since they do it have a phone number to call. I have tried to chat with them but the option is never available even during their business hours. The auto reply to email says they will reply back within 4 business days but is has been longer and no contact has been made.
      I just want the dodgers day of the dead pin for hat purchased.

      Business Response

      Date: 11/18/2024

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:11/14/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
        They didn’t not refund my order they still shipped me my order after I told them to cancel it. The only refund I received was for one item which after two weeks the told it wasn’t in stock 

      Regards,



      ****** *******








      Business Response

      Date: 11/18/2024

      I am truly sorry for the delay with the shipment of your package! 

      While preparing your order at our distribution center, we learned that our inventory was not correct for the ******* ****** ******* Fitted Hat on your order. 

      Because of this, we were unable to fulfill this part of your order.  A refund has been issued to the original payment method used when the order was placed.  

      Please allow 1-2 business days for funds to be released by New Era after the date the refund was processed. Funds will be returned to the original form of payment and should post to your account within 3-4 business days, depending upon your financial institution.

      Again, we apologize for this negative experience and hope you will consider shopping with us again.

       

      Thank you,

      New Era Cap.

      Business Response

      Date: 11/22/2024

      The refund that was issued was due to the one product not being available with your order and your order was unable to be cancelled completely as it was already shipped from our distribution center. I do see your order was delivered to you on 11/19/24. You may contact our customer service department for return instructions to return your order for a full refund. Once your return is received and processed at our facility, funds will be automatically returned to the original form of payment. This typically can take around 10 business days. 

    • Initial Complaint

      Date:11/14/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ***** *******

      Business Response

      Date: 11/15/2024

      I see your order was placed on 11/13/24 and has been shipped. It appears your order is out for delivery as of today which is within the 1-3 business day shipping timeframe selected on the order. I apologize for the confusion.

    • Initial Complaint

      Date:11/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      It should not take over 2 weeks to receive a refund.
      Regards,

      ******* ********

      Business Response

      Date: 11/08/2024

      I am sorry for your frustration with our policies regarding returns and refunds,Please note, refunds typically can take around 10 business days as our distribution center has to confirm and verify that the products returned are unworn, unwashed, and in new condition.  All original tags, stickers, pins/special components (if applicable) need to be included for the return to be accepted.I do not see any inquiries from you to our customer service regarding your refund before this complaint was filed. I was able to process a refund for the return early as a one time courtesy. Please allow an additional 3-4 business days for these funds to appear in your account, depending on your financial institution.Best,New Era Cap Customer Care

    • Initial Complaint

      Date:11/05/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ORDERED 2 BASEBALL CAPS ON 10-20-24 AND RECEIVED A CONFIRMATION #US3026872 TOTAL $88.67
      I REACHED OUT TO CUSTOMER SERVICE VIA EMAIL AFTER 10 DAYS AND THEY SAID ORDERS TAKE 7-10 DAYS TO SHIP. IT'S BEEN OVER 10 DAYS AND I HAVE NOT RECEIVED ANYTHING.
      I ASKED TO CANCEL THE ORDER AND THEY SAID THEY CAN NOT CANCEL ONCE I RECEIVE THE ORDER I CAN RETURN IT FOR A REFUND. I SENTY ANOTHER EMAIL AFTER 12 DAYS AND AGAIN AFTER 14 DAYS AND ANOTHER ONE AFTER 16 DAYS AND NO REPLIES.
      I HAVE TRIED CALLING AND THEY DO NOT ACCEPT CALLS ONLY EMAILS.

      Business Response

      Date: 11/06/2024

      I am truly sorry for the delay you experienced with your order! We are currently experiencing a severe influx of orders, and our current processing time is 5-7 business days for all orders.

      I do see an agent replied back to you inquiry to us regarding your order, and I see your order was short shipped due to no inventory of an item on your order. Due to this issue, you were sent a discount code and free shipping off your next purchase with us.

      Again, we apologize for this negative experience and hope you will consider shopping with us again.
       
      Best,

      New Era Cap Customer Care

    • Initial Complaint

      Date:11/05/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but this isn't not the reason why my hat never shipped. Because I actually pre ordered it and if you go on their site, it's available and has always been. I even ended up purchasing it on ebay and all the stores have it. My opinion is they should have at least answered my emails, they never responded until now after 3 weeks.  Thanks BBB for getting my refund resolved. 



      Regards,



      ***** ******








      Business Response

      Date: 11/07/2024

      We are so sorry for the inconvenience you experienced with your order from our website!

      After investigating the issue, it appears that the cap you purchased was sold out and a refund was issued for your purchase.

      We apologize for this negative experience and hope you will consider shopping with us again.


      Best,

      New Era Cap Customer Care

    • Initial Complaint

      Date:10/30/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered a hat via website with a 5-7 day delivery window and 6 weeks later still have not received order. Payment was processed a month ago. Customer service is not responding to emails. I’ve had to dispute the charge with my credit card company.

      Business Response

      Date: 10/31/2024

      Unfortunately, I do not see any previous messages/emails from you in our system to our customer service team.After investigating your order, I am sorry to learn that your order has been returned to sender by the carrier. Due to this, I have issued a full refund for your purchase. Please allow 1-2 business days for funds to be released by New Era. Funds will be returned to the original form of payment and should post to your account within 3-4 business days, depending upon your financial institution.Unfortunately we are unable to send the package back out to you at a different address once it is received at our warehouse as a return to sender package.  You will need to place a new order.Thank you,New Era Cap

    • Initial Complaint

      Date:10/30/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ******* ******

      Business Response

      Date: 11/04/2024

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:10/17/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


      This is not right whatsoever. 

      Regards,



      ******* ********








      Business Response

      Date: 10/18/2024

      I'm very sorry about the delay with your refund, however, I have good news. I was able to advance your refund through. 
      Please allow 1-2 business days for funds to be released by New Era. Funds will be returned to the original form of payment and should post to your account within 3-4 business days, depending upon your financial institution.

      Thank you, New Era Cap

    New Era Cap US Retail LLC is NOT a BBB Accredited Business.

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