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Business Profile

Hats

New Era Cap US Retail LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hats.

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:08/19/2024

      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.
      I ordered 2 hat's that didn't fit, returned them and New Era received the returns on July 31 2024. It's now August 19 2024 and I still was never refunded my money. I believe 89.20 is roughly what I need refunded but I've contacted the company and they told me 10 days. We are way past that

      Business Response

      Date: 08/20/2024

      The business has responded to the complaint however has requested that their response not be published. 

       

       

      Customer Answer

      Date: 08/20/2024

      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,

      ***** ******

    • Initial Complaint

      Date:07/01/2024

      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.
      6/16 - I made a purchase on the New Era website and paid $15 for "Shipping method: Expedited - Ground (2-4 Business Days)". Upon shipping my order, New Era used "***** Home Delivery" which is neither expedited nor a "ground" service. ***** Ground and ***** Home Delivery are two very different services offered by ***** with different price points. ***** Home Delivery is the cheapest shipping service that ***** offers.

      If I had paid $0 extra for my order, New Era would have shipped using the exact same ***** Home Delivery service because it is the cheapest. I estimate that it costs New Era about $4-$5 to ship my package.

      I want my $15 back - it is fraud to charge me for faster shipping and then use the slowest service available. If New Era had used ***** Ground or ***** 3day, I would have no complaint.

      When I contacted New Era support, Neil told me that the cost had something to do with the warehouse time and that there was no guarantee on processing time. I never once complained about how long it took to leave the warehouse; my complaint is that once it did leave the warehouse, it did so with the SLOWEST service that ***** has to offer.

      Neil then said that I received my item within the timeframe provided, again failing to understand that my item would have shown up quicker if an actual expedited service was used. Neil then refused my request to speak with a manager or team lead. I requested this at least 4 times. Neil was just sending standardized replies that did not even apply to my questions.

      I just want my $15 back. Also, "expedited" and "ground" is an oxymoron. Shipping service is either Expedited (1-3 business days) or Standard/ground (up to 5 business days). Home Delivery is an even slower, cheaper option that is usually 5-10 business days.

      Business Response

      Date: 07/02/2024

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

      Customer Answer

      Date: 07/02/2024

      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. A manager reached out earlier this morning and provided resolution to close out this matter.




      Regards,



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







    • Initial Complaint

      Date:06/28/2024

      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.
      On 5/13/24 I clicked on an Instagram add from the New Era company that promised a free pin with a hat purchase, on this as there were no stipulations and without hesitation I clicked on the add and made a purchase of a hat that matched the advertisement’s description and it should have included a pin. No where on the website or add into the check out process did it say anything about while supplies last. When I received my order ********* I did not receive my pin as promised through the advertisement I purchased my hat through. I contacted customer service about the issue and they told me that the pin was while supplies lasted and that it was unavailable long before I even made my purchased. I let them know that I felt wronged in this transaction though false and deceiving advertisement, and offered the option to them to send me a comparable pin since they told me the one that would have been included was no longer available. They denied my request even after I gave them screenshots of the advertisement I purchased through. I let them know that this was false advertisement and that I would be reaching out to a third party to solve the issue and they had not responded so here we are. I gave the company ample opportunities to fix my issue to no avail, I purchased the hat because I wanted the pin, so I see this transaction as incomplete and a comparable replacement of the pin or a refund. At least this should be brought to the attention of the BBB for false and deceiving advertising

      Business Response

      Date: 07/01/2024

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

      Customer Answer

      Date: 07/10/2024

      This complaint has been resolved in a timely and professional manner thank you for your help. -George 

    • Initial Complaint

      Date:06/23/2024

      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.
      I wouldn’t recommend this company to anyone. They become unresponsive once you give them your money. Their cancelation policy is the worst of anything i have seen. They basically say once you place your order and it processes (which happens automatically), you cant cancel your order. It’s been 5 business days and they haven’t started my order yet. And no one is doing anything about it or responding to me.

      Business Response

      Date: 06/24/2024

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

    • Initial Complaint

      Date:06/13/2024

      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.
      On 5/26 I placed an order for $140.56 with NewEra.com. I bought from them frequently over the past year. On 6/6 I received notice that it was delivered by FedEx. My wife was home at the time and there was nothing around our apartment and she did not see FedEx at anytime. A few hours later I contacted NewEra. They said they had proof of delivery but they said “If you are still unable to locate your package at your home or with your neighbors please respond back to this email so we can further assist.” I replied back that the picture was not my front porch and sent them a couple of pictures proving this. It’s been over a week and they’ve not replied. I’ve sent additional emails and they’re basically ghosting me. Terrible way to treat a customer.

      Business Response

      Date: 06/13/2024

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

    • Initial Complaint

      Date:06/07/2024

      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.
      This is the most horrible experience I have had with an online company, I placed my order through New Era Cap’s online website (order number: ********* ) and my order shows that it was signed and received, but I never signed for anything nor received it. Now New Era is not doing anything to assist me further with this issue as I'm out around $160 and there is no number to further contact. I don't recommend anyone to shop with New Era’s online website as they are not taking any responsibility for their wrong doings.

      Business Response

      Date: 06/10/2024

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

      Customer Answer

      Date: 06/10/2024

      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,

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

    • Initial Complaint

      Date:06/02/2024

      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 ordered 2 all black *** **** ******* fitted baseball caps size 7 3/4. There was only one baseball cap in my package. I have attached photos that shows there was only one baseball cap inside of the package. As you can see on the packing list there is no signature at the bottom where it says, verify by and packed by. I just want the 2nd hat that I paid for.

      Business Response

      Date: 06/03/2024

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

    • Initial Complaint

      Date:04/16/2024

      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.
      Purchased and hat and have not yet received and email confirmation or tracking number I contacted them via email and no reply I called and just got a loop around voice message

      Business Response

      Date: 04/16/2024

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

    • Initial Complaint

      Date:04/08/2024

      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.
      I returned a Yankees fitted cap back to the company and was emailed on March 29, 2024 that they received the product and I will receive my refund of $47.99 in 10 business days. It's been passed 10 days and I still have not received my refund. I emailed the company on 4/6/24 and have not received a reply back yet.

      Business Response

      Date: 04/09/2024

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

      Customer Answer

      Date: 04/11/2024

      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,



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








    • Initial Complaint

      Date:03/19/2024

      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 ordered a hat from this company and on the website when I ordered it it switched the address. I noticed this immediately and tried to contact the company to update the delivery address. I did this within a few minutes of placing the order. I received a reply stating that there was nothing they could do. They had ample opportunity to change this for me and did not. They don’t have and phone operators so I don’t have any options to rectify this situation and the only response I’m getting is an automated message. Please help me out!

      Below are the screenshots with timestamps showing I reached out minutes after placing the order

      Business Response

      Date: 03/19/2024

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

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

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