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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.

    Sort by

    Complaint status

    Complaint type

    • 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 purchased items from new era I haven’t received a email for delivery I can’t contact anyone by phone or email I’m so disappointed in this company you just can’t take peoples money and just not say anything can you please send me what I purchased or refund me my money *********

      Business Response

      Date: 01/18/2024

      The business has responded to the complaint however has requested that their response not be published.

    • Initial Complaint

      Date:01/17/2024

      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.
      I purchased a hat for around 49 and some change and received it on 9/5/23. It was damaged, more so manufacturing defects. The hats brim was sewn on crooked and made it unwearable. It didn’t fit right

      I contacted them they requested pictures before they accepted the return, they couldn’t exchange it because they said something about the reasoning I would have to repurchase…

      it took a lot of back and forth to get the issue resolved and then they refunded me the wrong amount and I had to contact them again to get it resolved

      Fast forward to Christmas 2023 I received a gift card to new era I purchased the same hat cause I wanted it the first time it was just messed up WELL I got the exact same hat I received back in Sep… I was so shocked I new it was the same ones because it came with no stickers except the come they place on the bottom of the bring for re merchandising purposes

      The customer service is no help I can’t even believe this happened
      Hope you all can do something
      Thank you for taking the time to help I really do appreciate it

      Business Response

      Date: 01/17/2024

      Hello,

      Apologies for the issues with the second order of the same cap.  We did not know that the issue happened again, as we did not hear about the second order until this BBB complaint.

      We have processed a full refund for the cap from the second order and our customer service team has reached out with further details.

      Thank you,

      New Era Cap

    • Initial Complaint

      Date:01/15/2024

      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.
      Purchase a cap on November 24th 2023. Order number *********. Never received. Tried to call New Era Cap and their phone doesn’t accept calls. Sent email to customer service Jan 5 and Jan 10 still no response.

      Business Response

      Date: 01/16/2024

      Hello, Apologies for the delay with this order. 
      Your order has been refunded as it appears that it has been lost by the carrier. We have also responded to the ticket that was
      submitted to our customer service team with information regarding the refund as well. Thank you, New Era Cap

      Customer Answer

      Date: 01/17/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This company has no way to get an form of customer service. No phone, doesn't answer emails or messages on social media. The only way for customers to get in contact is thru the BBB. I am very grateful for the BBB help. 

      Regards, 

      ****** ********
       

    • Initial Complaint

      Date:01/11/2024

      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.
      Recently I made a huge order ********* including 4 hats. While I am happy with the most part of my order, it appears that one of the hats that I received was crushed and is damaged and with that being said, I would like to have it returned. Now I understand that new era has policies in place where the buyer is responsible for paying for the return but seeing that one of the 4 hats that I received was damaged, I think it's only fair that the return/shipping fee is waived off. The hat itself is around $23 but when with the 20% promo that was applied to the hat brought it down to $18.49. Lastly, I am currently in Toronto ON Canada as I left Minnesota for a while so if I can get either a *** or ***** label that I can ship this hat back to from Toronto to the New Era facility then that would be great. I tried emailing New Era but this company never responds to any email which is quite frustrating. This is one area that New Era is horrible at. Respond to your customer when they need you the most.

      Business Response

      Date: 01/12/2024

      Hello,Apologies that you received a cap with a quality issue.  We did not receive any messages about the issue with this cap on your order and would have waived the return fee for this return.We have sent a message through our customer service system detailing that we refunded the cap in question and that the customer can keep, gift, donate or it throw away.Thank You,New Era Cap

    • Initial Complaint

      Date:01/07/2024

      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 for a sweatshirt on 12/23/23, and paid $85.79, including Express Shipping. My order number is *********.

      New Era states that there may be a 5-7 business day processing period for orders. It has been 8 business days (excluding Christmas and NY Day holidays), and I have not received any shipping information or anything information from New Era beyond my order confirmation.

      I have contacted them on multiple occasions, 12/31 and 1/3, and have not received any response. So I gave them money for an item and they have not communicated the status of that item or communicated any information about that item or when it will arrive. It's been more than 2 weeks. This item is a gift that was estimated to arrive before the date it was needed (Jan 9) based on New Era's own website communication, but instead I have no information, no tracking, no update saying the order is delayed. It appears from my side that New Era took my money and has no plans to actually send my item or honor it's promise.

      My next step will be to file a chargeback since New Era has been completely incommunicative and unresponsive.

      Business Response

      Date: 01/08/2024

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

    • Initial Complaint

      Date:01/07/2024

      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.
      sent several emails to company and tried calling and never received a response. I have been demanding a refund and have not gotten it. Was charged for an ornament that I did not order as well as a cap that was very expensive.

      Business Response

      Date: 01/08/2024

      Hello,Apologies for the delay with this order.  As requested, the ornament that was charged on the order in error has been refunded.  As for the cap on the order, it appears that a size 7 was what was entered on the order, which, from reading the customer service ticket submitted, is not the size that was meant to have been ordered.  We have responded to the ticket that was submitted to our customer service team today with information regarding the refund of the ornament, as well as return instructions for the cap so that a full refund can be processed.Thank you,New Era Cap

      Customer Answer

      Date: 01/08/2024

      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.
      still no refund in hat

      Regards,

      ********* ************* 

      Business Response

      Date: 01/09/2024

      Hello,

      We have reached out again to the customer, as a chargeback was filed for this order, and we are blocked from providing any further refunds.  The chargeback was accepted, and the customer was advised to follow up with their bank/ card company for the status of the credit on their account/ card.

      Thank you,

      New Era Cap

    • Initial Complaint

      Date:01/05/2024

      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 cap with order #********* on December 22,2023 states it will take from 7 to 10 buisness day to recieve the delivery, we now January 5 and I haven't recieved any email from the company that my pacakge was delivered. If the company can't respnd to my complaint I will have no choice but to disputed with my credit card company for they can credit me if this become a problem... thank you

      Business Response

      Date: 01/09/2024

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

    • Initial Complaint

      Date:01/04/2024

      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 purchased an Atlanta throwback hat 7 7/8 on 12/23/23 for $20.56 I received and email from new era cap free shipping on all orders they charged me $8.00 for shipping I have emailed new era cap several times and they will not respond and I still haven’t received the hat I purchased I also have a screenshot of every email and support ticket number support each time I tried to contact them

      Business Response

      Date: 01/08/2024

      Hello,  Apologies for the delay with this order.  The shipping cost has been refunded on the order in question. We have responded to the ticket that was submitted to our
      customer service team today with information regarding the refund of the shipping cost, as well as the tracking number and shipping timeframe for the order.  The order is in transit and has until 1/12/24 to arrive within the shipping speed selected (Standard Ground (7-10 Business Days)).  Thank you,  New Era Cap

    • Initial Complaint

      Date:01/02/2024

      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 have been waiting on a order that was only supposed to have been 2 to 4 days. It's been 2 weeks I haven't even got an shipped notification I have left 2 messages no response so I hope this helps.

      Business Response

      Date: 01/03/2024

      Hello, Apologies for the delay with this order.  We received word from our distribution center that this order is shipping out today, 1/3/24. We have also responded to the ticket that was
      submitted to our customer service team with the tracking information. Thank you, New Era Cap

    • Initial Complaint

      Date:01/01/2024

      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.
      Placed an online order on December 17, 2023. Shipment was expedited in 2-4 days but haven’t received anything and can’t get a response from them.

      Business Response

      Date: 01/03/2024

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

      Customer Answer

      Date: 01/05/2024

      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. The business advised me that the have cancelled order and I will receive a refund.



      Regards,



      ****** *****








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

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