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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:03/13/2024

      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.
      Business did a double order. One item was received and the other returned to sender. New era cap received the return on 12/13/2023 and has not refunded the money nor responded to my emails regarding the refund. I contacted them twice in December and still has not responded

      Business Response

      Date: 03/14/2024

      The business has responded to the complaint however has requested that their response not be published.  

    • Initial Complaint

      Date:02/26/2024

      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.
         Need replacement of correct size cap, 7 1/8. Have e-mailed 7 times and still have not received cap tp replace the one shipped UPS and received on January 18 at New Era Cap. Invoice #**********. Ref #*********. ******** Satin UTC Phil Eagles. Grandson's Christmas Present

      Business Response

      Date: 03/05/2024

      The business has responded to the complaint however has requested that their response not be published.  

      Customer Answer

      Date: 03/12/2024

      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. 

      The business has refunded our credit card.  



      Regards,



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








    • Initial Complaint

      Date:02/02/2024

      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.
      Date of transaction: 11/24/23
      Product purchased: New Era Cap Woodland Camo 6-Pack Cap Carrier
      Amount paid: $24.49 + $1.80 in taxes for a total of $26.29 USD
      Order #: ********* Dispute: I ordered this as a Christmas gift for my partner. When I opened it and was preparing to wrap it, I noticed a defect on it which consisted of black marker across the front of it with a sticker pointed directly at it as if it should not have been sent out. I emailed the company before (request ******) and after Christmas (request ******) in hopes of getting a new product or my money back. After not hearing back from the company I went to their website and put another request (******) in January and still haven't heard back from them.

      Business Response

      Date: 02/05/2024

      The business has responded to the complaint however has requested that their response not be published.  

      Customer Answer

      Date: 02/05/2024

      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:02/02/2024

      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 made a purchase with New Era Cap for their Black Friday Sale on 11/29/23. Tracking appears that it was damaged on the way and the shipper was notified. I have tried their customer service email several times since then an I get no response at all. There is no phone support. It seems like posting here on BBB is the only way to receive some type of response. I feel like my $ has been stolen from me. They continue to run ads where people leave comments complaining about the same issue. New Era: Please send me 2 of the same hat I ordered. ORDER *********

      Business Response

      Date: 02/05/2024

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

    • Initial Complaint

      Date:01/26/2024

      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 received a damaged product when I ordered through the company’s app as there was pen all over the grey brim of my cap. Since the cap was packed with the brim up, I could see the damage the second I opened the box. I called the corporate customer service line and got a message saying that the call center was unavailable and to submit a claim through their website with representatives available 8 hours a day during the week. It’s been days and my claim is still listed as open and I’ve never received a response. I also attempted to contact the company via their social media account and was again met with no response. I just want my cap to be replaced.

      Business Response

      Date: 01/29/2024

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

      Customer Answer

      Date: 01/30/2024

      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:01/23/2024

      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've been waiting on a package that was stated to be delivered between 7 to 10 business days and I ordered it on the 9th and was supposedly supposed to be delivered on the 25th of this month of January 2024. Earlier this morning which is January 23rd 2024 @ around 10:00 I received a message stating that my package has just been delivered in which my mom verified that nothing has been placed at the door so I try to call ***** to see the whereabouts of the package and they stated that January 22nd at 11:00 the package was delivered in which nothing was there at the door neither. So I try to go about my trying to speak to an agent at ***** and nothing so I try to get a hold of New era caps and the same thing just kept sending me to a virtual automated system in which questions were never answered ***** kept sending me in the loop and NewEra Caps kept referring me to the app and which I responded to by following the directions given and nothing no photo of the package was taken no signature was given and no response other than the message that was received has been placed but the message that has been placed has been falsified no package has been delivered and would like a refund of $135 and some change the amount that I paid for The Three hats that I never received or if I could get those hats ASAP will take either

      Business Response

      Date: 01/24/2024

      Hello, Apologies that there were ***** delivery issues with this order.  The customer only contacted us yesterday afternoon, and we advise that it can take up to 4 business days for a response to be received from an inquiry. The order has been refunded for non-receipt and the customer service team has responded to the ticket that was submitted with information regarding the refund. Thank you, New Era Cap

    • Initial Complaint

      Date:01/22/2024

      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.
      I placed an order (Order *********) in the amount of $35.75 on December 29, 2023. This order still has not shipped and the business will not reply to repeated email inquiries. There is also no way to contact the business by phone to inquire about the order. At this point I would just like a refund and take my business elsewhere in the future.

      Business Response

      Date: 01/23/2024

      Hello,Apologies for the delay with this order. 
      As requested, your order has been refunded as it appears to have been lost.  We have also responded to the ticket that was
      submitted to our customer service team with details about the refund.Thank you,New Era Cap

      Customer Answer

      Date: 01/23/2024

      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:01/21/2024

      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 hoodie and sweater on Dec. 7th 2023, I only received the hoodie, not the sweater, but I was charged for both. I have left several emails, none have been responded to. I cannot get ahold of the company at all.

      Business Response

      Date: 01/22/2024

      Hello,

      While preparing your order at our distribution center, we learned that our inventory was not correct for the *** ******* ****** ********* Classic Crewneck on your order. Because of this, we were unable to fulfill this item in your order. 

      A refund for this item was issued to the original payment method on the order on12/18/23.

      We have responded to the ticket that was submitted to
      our customer service team today with information regarding the refund and a copy of the refund receipt.

      Thank you,

      New Era Cap

      Customer Answer

      Date: 01/24/2024

      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:01/17/2024

      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.
      My wife purchased 2 hats that I received for Christmas. Both hats were the wrong size, the correct size is 7 5/8. On 12/26/2023 my wife brought the hats to the FedEx Office location in Temecula, CA to return the hats and was charged $1.90. My wife received an email saying the hats were received on 1/2/2024 @ 8:54am. Email stated that a refund would be processed within 10 days, 1/12/2024. Today is 1/17/2024 and nothing's been done. I also had sent 2 messages with the same information to your company, but didn't get a reply. I would prefer to receive the 2 hats sent to me in the correct size, 7 5/8, not 7 and 7 1/8. If not possible then refund us the $67.19 plus the $1.90 that we spent to send back to you. This was your company's mistake so you shoukd make it right. Also, my wife and I have tried to call your company numerous times, but can never talk to anyone. Your system is no good and needs to be improved upon greatly. This would already have been resolved if you had personnel answering your toll free number. Very poor customer service.

      Business Response

      Date: 01/18/2024

      Hello,


      Apologies for the delay with the refund for the return of this order.  A full refund has been issued.    Regarding the fee that FedEx charged, we would not be able to refund that, as it was not paid to New Era as part of the original order.  However, the return refund was processed as free of charge and the customer was not deducted the $7.99 return label fee from the refund amount as they normally would be.

      Our customer service team also sent an email that includes information regarding the order in question and the details of the refund.  A promo code was also sent to replace the discount on the original order if a new order is placed for the caps in the size that is needed.


      Thank you,
      New Era Cap

      Customer Answer

      Date: 01/19/2024

      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:01/17/2024

      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 order for merchandise 12-18-23 and haven’t received any, they won’t refund don’t answer any questions on my order

      Business Response

      Date: 01/18/2024

      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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