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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:12/31/2023

      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 on December 16 I paid for expedited shipping which would be 2 to 4 business days. On December 23 I had not received any update so I reached out by email. I received an automated response but no further contact by customer service associate. My order is now over two weeks. Old has not been fulfilled or shipped and I want my refund But there is no phone contact and I cannot get a real life person by email. I am so disappointed by the lack of customer care, and lack of consideration for people, especially at this time of year. I’ve been a loyal customer for over 30 years and have spent hundred of thousands of dollars, this is a disgrace

      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: 01/03/2024

      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.
      I ordered this item on 12/16/23 with expedited shipping Of 2-4 business days because it is a holiday hat. the hat has Christmas trees on it. you only shipped it out on 1/2/24 because you saw my complaint. my order intended for the holidays, that I spent top dollar to get in time, sat in your system forbAlmost 3 weeks before you sent it out. now, being a holiday hat, I have no use for it and have wasted my money on expedited shipping. do you think you resolved my issue? Does it sound like I got what I paid for?

      Regards, ***** *********

      Business Response

      Date: 01/04/2024

      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 21076377, and find that this resolution is satisfactory to me. 



      Regards,



      James Morrissey








    • Initial Complaint

      Date:12/27/2023

      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.
      Never received my product. Company is rude and takes for ever to respond.

      Business Response

      Date: 12/28/2023

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:12/26/2023

      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 12/12, for Christmas. The website clearly states the order cutoff for holiday delivery is 12/15. I emailed customer support around 12/22 inquiring about the status of my order. No response, and as of this morning, my order hasn’t been fulfilled and no response from customer support. After looking into this on social media, there are many other customers with the same concern.

      Business Response

      Date: 12/27/2023

      Hello, We apologize for the delay in shipping the order and that it didn't arrive for Christmas.  The order has since shipped and is on its way. We have refunded the expedited shipping charge and have responded to the customer service ticket with all of this information as well. Thank you, New Era Cap

      Customer Answer

      Date: 12/29/2023

      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:12/26/2023

      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.
      12/15/2023
      2-3 Day Delivery
      $115.21
      3 Hats
      No email response from multiple emails
      They no longer have a phone line for customers

      Business Response

      Date: 12/27/2023

      Hello,
      We apologize for the delay in shipping the order and that it
      didn't arrive for Christmas.  The order has since shipped and is on its
      way.
      We have
      responded to the customer service ticket with this information as well.
      Thank you,
      New Era Cap

    • Initial Complaint

      Date:12/23/2023

      Type:Service or Repair 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 Monday December 11th at 8:15pm I received a sales confirmation from New Era in the amount of $281.85. I have reached out to the company via email about my estimated shipping date and/or a refund and I have not received my items and/or a refund to date.
      ORDER # *********

      Customer Answer

      Date: 12/26/2023

      On December 12th at 10.05pm I made a second transaction to the New Era Cap company for items in the amount of $208.22. I have not received my items or a refund to date. I have emailed the company numerous times without any resolution concerning my purchase delivery or refund. I had not read any reviews prior to my three separate purchases but this seems to be a negative business practice of this well known and established company. I would like to receive a refund also from ORDER **********

      Business Response

      Date: 12/26/2023

      Hello,

      We apologize for the delay with your orders ********** ********* *** *********.  We have canceled and refunded these orders, and a full refund has been processed for each.

      We also responded with additional details in the ticket that was submitted to our customer service team.

      Thank you,

      New Era Cap

    • Initial Complaint

      Date:12/23/2023

      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 a jacket and never received the item. It was promised before Christmas. I’ve contacted the company multiple times and have not received a response. If the item isn’t going to ship I need a refund.

      Order number
      *********

      Business Response

      Date: 12/27/2023

      Hello,We apologize for the delay in
      shipping the order and that it didn't arrive for Christmas.  The order has
      since been canceled and a full refund has been processed.We have
      responded to the customer service ticket with all of this information as well.Thank you,New Era Cap

    • Initial Complaint

      Date:12/20/2023

      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.
      Made a purchase with the company in November 2023 for a Christmas gift. My items never arrived. The company does not have a contact number to speak with a representative and has not responded to a single email, their only form of contact. Not only did my son not receive the gifts he asked for, but I am out $80.

      Business Response

      Date: 12/21/2023

      Hello, After looking into this further, it appears that your order has been misplaced by the carrier.   Due to this, we issued a full refund for your order and have also provided discount codes that match what was applied to the original order. We sent this information in an email in response to the inquiry that was sent to our customer care department. Thank you, New Era Cap

      Customer Answer

      Date: 12/21/2023

      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:12/20/2023

      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 placed an order for two items over two weeks ago and paid extra for shipping so that I could receive gift before Xmas. Not only am I not able to attain status information on my order, but I am not able to get through to customer service. They have terminated their customer service line and are working g via email. I had planned on surprising my husband for the holidays with these items and it’s now all ruined. You cannot even reach anyone for a refund. Terrible terrible service.

      Business Response

      Date: 12/21/2023

      Hello,

      We understand your concern about the delivery of your order. We process orders as quickly as possible, however, please keep in mind that our normal processing time for all orders is 4-5 business days, however, due to an increased number of orders during our current holiday sales, our order processing time is currently 7-10 business days before shipping.

      As a one-time courtesy, we have refunded the expedited charges to the original payment method on the order.  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.

      We have also escalated your order with our distribution center management to see if they can get this order shipped today.  

      We have sent all of this information in response to the inquiry from yesterday afternoon that was submitted to our customer care department as well.

      Thank you,

      New Era Cap

    • Initial Complaint

      Date:12/20/2023

      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.
      Date of transaction: 11/28/2023
      Amour spent: $132.03
      New Era Cap commited to send me my order within 4 business days.
      The nature of the dispute is shipping me my order in time. I paid an extra $25 to have my order shipped express (1-3days).
      There has been no attempt to resolve on their end. I have emailed several times and I get the same answer, holidays backed them up and shipments will be going out in 7-10 business days. I responded saying it’s past the 10 business days and I haven’t received a response back from them. I also asked to be refunded the $25 and have not received any update on that.
      ORDER# *********
      Shipping# FedEx ************

      Business Response

      Date: 12/21/2023

      Hello,

      After looking into this further, it appears that your order has been misplaced by the carrier.  Our distribution center advised that they did ship the package.

      Due to this, we issued a full refund for your order and have also provided discount codes that match what was used on the original order.

      We sent this information in an email in response to the inquiry that was sent to our customer care department.

      Thank you,

      New Era Cap

    • Initial Complaint

      Date:12/13/2023

      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.
      No offence but this company has horrible communication. I understand that they had to shut down their phone line due to covid back in 2020 but as we are approaching 2024, this shouldn't be the case. Recently, I made a purchase with New Era under the order number ********* back on the 3rd of December and till this day, I haven't received any information regarding the order which is unacceptable. I tried calling and emailing and no respond. I don't understand how you guys expect to have more customers buy from your site if you lack the ability to communicate with your customers. Also one of the 4 hats that I purchased ******* ***** **** **** ****** Snapback went down a few dollars as I paid $23.00 for it. Also, I was informed that I would get the
      New Era Cap Gold 59FIFTY Fitted Ornament as my purchase exceeds $100 for free but seeing that when I checked out, the ornament stocked out, I would like a $30 discount off my next purchase but for the time being, fix this issue and tell me where the hell my items are. If I don't get any updates by next Wed, I will have to file a dispute with my bank as this is unacceptable. It's been 10 days since my purchase and not even a slight update on my items.

      Business Response

      Date: 12/13/2023

      Hello,

      We apologize for the delay.  We process orders as quickly as possible, however, please keep in mind that our normal processing time for all orders is 4-5 business days, however, due to an increased number of orders during our current holiday sales, our order processing time is currently 7-10 business days before shipping.

      The increase in orders also results in a delay in response from our customer care team as there are more inquiries than normal coming in at this time.

      We did respond to your inquiry with the tracking number earlier today, *** ****************** with an estimated delivery of 12/16/23.  We are showing that your order shipped complete and that the free with purchase ornament was included.

      Please respond back to the email that was sent earlier today with the tracking information if there are any other questions or concerns.

      Happy Holidays,

      New Era Cap

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

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