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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:03/21/2025

      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.
      you guys are pathetic! no matter what my quantity is you fools cancel it talking about some stupid "it doesn't align with our policies" NEW FLASH everyone doesn't resell hats or put merchandise on the black market it was 2 hats and then you take forever to refund! I've tried to order 15-26 hats before and you cancel that too saying the same thing you guys should be out of business you don't have a customer service and you're not prompt with asking inquiries through email

      Business Response

      Date: 03/25/2025

      Your order with New Era Cap has been canceled for one or more of the following online-compliance reasons:

      Your order was shipping to a known re-ship facility or address suspected of re-shipping
      Your order is being funded from outside of the United States
      Your order is suspected to be for commercial use
      Your order is not aligned with our business' Terms and Conditions

      Please note that this decision is final and will not be undone. To prevent future orders from being canceled, please review our Terms and Conditions carefully. 

       

      New Era Cap

      Customer Answer

      Date: 03/25/2025

      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.]



      Regards,


      ****** ****








    • Initial Complaint

      Date:03/17/2025

      Type:Customer Service 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 from them on the 7th of March and they accepted the order and swiftly canceled it due to suspicion of breaking their terms of service. So they do not even know if it broke them but they suspect? Also, their communication on what that thing was has been very much shady and suspect. They refunded my money three days later and claimed they paid the same amount in dollars but as the pictures below prove, we received less than we paid.

      Business Response

      Date: 03/18/2025

      I am sorry for the confusion. Your order with New Era Cap has been canceled for one or more of the following online-compliance reasons: Your order was shipping to a known re-ship facility or address suspected of re-shippingYour order is being funded from outside of the United StatesYour order is suspected to be for commercial use Your order is not aligned with our business' Terms and ConditionsPlease note that this decision is final and will not be undone. To prevent future orders from being canceled, please review our Terms and Conditions carefully. Please see the attached files for your order confirmation with the total paid and the full refund you received. New Era Cap

      Customer Answer

      Date: 03/20/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. 

      Regards,

      ***** ****** ******** 

    • Initial Complaint

      Date:03/16/2025

      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 had ordered a hat from the New Era website on 3/11/2025 and was charged $38.96. The item was delivered to the wrong address, verified by the delivery image. I reached out to their customer service and asking to see if I could have a replacement sent out or if not, a refund could be provided. They promptly responded with how they do not issue replacements and how I should handle this with my credit card company. I had sent a follow up email asking if I could just get a refund instead and did not receive a response. This is an awful consumer experience, and I should not have to go through my bank / chargeback process due to a lack of customer service from a company of this size.

      Business Response

      Date: 03/17/2025

      I am sorry for the issues you experienced. After looking into your issue, I see our customer service representative issued a refund for your missing package as of yesterday, 03/16/25.

      Thank you,

      New Era Cap

      Customer Answer

      Date: 03/17/2025

      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:03/09/2025

      Type:Service or Repair 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 March 4th I placed an order with New Era Cap, I entered in my correct address, my correct address is on the shipping label. New Era Cap has a contract with Fedex. Fedex delivered my package to the wrong address. The driver took a picture of the location where my package was delivered, that is not my house in the picture where the package was delivered. That location is nowhere in my town. I reached out to New Era they stated they didn’t do anything wrong and to contact my financial institution to put in a dispute. Why would I dispute the charge on my card when I actually placed the order. They need to work with the company that they have a contract with and rectify the situation. My financial institution is not responsible for the wrong that was done by Fed Ex, that has a contract with New Era. The picture of the home is not my home or any location in my town

      Business Response

      Date: 03/10/2025

      I'm so sorry to hear about your missing package.

      Unfortunately, we are unable to send out replacements, but I have issued a full refund for your 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.

       

      New Era Cap


      Customer Answer

      Date: 03/10/2025

      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:02/18/2025

      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 Caps on 2/2/2025 for two baseball caps. One *** **** ******* 9Forty for $33.99
      And one *** **** **** 9Forty for $33.99 totaling for $67.98 plus another $8.00 shipping of a total cost of $75.98. I reached out to them on 2/9/2025 asking for tracking information to no avail. They answered back two days later 2/11/2025 providing a tracking number from *** **. I reached out again to them cause the tracking information revealed that the package was supposedly delivered on 2/7/2025 by ***** at the lobby of my building when I clearly posted my apartment number on the order. I reached again to New Era to explain to them that I never received the package and they replied that the item was already delivered. I told them that even though it’s marked delivered I had not received the items. I then proceeded to ask them for a replacement package or a refund and they stated that they don’t due replacements packages where on their FAQ stated different and that they can’t give me a refund since the order was marked as delivered. I would never bother with an item claim if I’ve already received it. There’s no direct numbers to speak to a customer service representative and the email service that they have sounds to me it’s automated autogenerated by AI cause I have written twice to them and supposedly this guy Neil, is the one that always answers me back with the same exact words and same exact paragraphs. This is unethical and unsatisfactory. People work hard for their money and they shouldn’t be victims of corporate scams.

      Business Response

      Date: 02/18/2025

      I am sorry to hear of the issues you experienced. Our phones have been off since 2019, and we do not list a phone number as a way to contact us on our website.We did ship your orders to the verified address provided and the package was left with the mail room of the building. We recommend to file a claim with your credit card company or financial institution. Depending upon your cardholder agreement, you may have a buyer protection option against lost/stolen orders. New Era Cap 

    • Initial Complaint

      Date:02/03/2025

      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 bought a jacket and they sent the wrong size. sent it back immediately through *** ** and was supposed to receive my refund. They got it back and still haven't sent me a refund. They have no phone number and this happens all the time with multiple products and its pretty much oh well and no help and now I can't even get my 399.00 dollars back and I'm a loyal very loyal customer I have over a 100 of there hats

      Business Response

      Date: 02/04/2025

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

    • Initial Complaint

      Date:02/03/2025

      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.
      On the date of December 26th, 2024, I purchased a Puerto Rico Red 59FIFTY Fitted cap size 8 $41.99, along with a Puerto Rico Puerto Rico Home Jersey Regular price $124.99 size 3XL. The items purchased to a total of $178.07. The order number was *********, and the items were delivered by Fedex to my doorstep on January 2nd, 2025, at 10:06AM to my doorstep without knocking at my apartment door and leaving the package unattended. I found out later in the day when I went to track my package on the Fedex website that the Fedex delivery handler left the package at my doorstep unattended took a picture of the package and left without notifying me nor knocking at my door to let me know that the package was left at my door. My financial institution claimed that I needed to dispute the theft with neweracap the merchant that sold me the items.

      Business Response

      Date: 02/03/2025

      Our records indicate a Chargeback Dispute was filed for order, *********.

      We are unable to issue a refund as the chargeback/case filed prevents us from doing so. 

      New Era Cap

      Customer Answer

      Date: 02/03/2025

      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.]



      Regards,



      **** ******



      My financial institution informed me that on February 4th, 2025 that they would be taking the funds back., and that I should contact neweracap to request a refund.




    • Initial Complaint

      Date:01/30/2025

      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 new era online on 1/27/2025. It was being delivered by *****. ***** said the item was delivered on 1/29/2025. ***** delivered the package to an unknown house. I reached out to New Era to see what can be done and all that they said was they do not send replacements or issue refunds. It was a rather expensive hat and also had to pay almost $10 dollars for shipping.

      Business Response

      Date: 01/31/2025

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

      Business Response

      Date: 02/04/2025

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


    • Initial Complaint

      Date:01/27/2025

      Type:Service or Repair 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 from what I thought was Ariat discount and my order and payment via debit card was confirmed by New Era Cap Outlet Store. Since the original contact I have received new tracking numbers with partial orders supposedly delivered ftom China, via USPS, to Anchorage, Alaska, Piedmont, Alabama and Rogue River. Oregon. I have received nothing and have been unable to make further contact with the company. Their store was listed as equestrian-outlets.shop with website that is closed.

      Business Response

      Date: 01/28/2025

      I can confirm our Brand Protection team are aware of the site and have taken enforcement action against it as it is not an official New Era website, and we can confirm it’s counterfeit. However, any removal of the website is out of New Era’s control, but we remain proactive in having the site taken down.

      We would advise you contact your bank and/or payment provider to recover any financial losses incurred during the transaction. If they require any confirmation from New Era, you may use this email as evidence and confirmation this is an unauthorized New Era website.

      Unfortunately, this site is not an authorized reseller, so we cannot recommend purchasing from there.  We are not able to guarantee authenticity of products sold or purchased from unauthorized resellers and we apologize for the inconvenience.

      Customer Answer

      Date: 01/28/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. 

      I would like to know how this type of scam can be stopped?   I found a Facebook section where many others have been ripped off.  Perhaps the company involved can put up a tag warning of bogus web sites?  ***** and others  need to be proactive in this.  Scams are preventing many orders from going to the legitimate business and causing loss to the business as well as the customer. 

      I'm glad to report but this is after the loss.  What can be done by the business to reduce this scamming?  

      I don't  accept the solution as presented as it is an acknowledgement rather than a solution.



      Regards,



      ***** ******








    • Initial Complaint

      Date:01/23/2025

      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 products on Jan 3 and was delivered Jan 11 and never received the package. It was delivered thru ***** and the photo taken is extremely blurry and hard to make out. I contacted ***** who agreed that the photo wasn't significant proof and they were going to reach out to the company. I also personally trying to contact the company to inform them that it didn't arrive and they refused to help. I filed a dispute thru ****** that was closed since the shipping says delivered. I didn't not receive my package and was originally asking for a replacement or refund but after this experience I just want a refund and purchase from another business. Everything online states the seller is responsible for refunds if stolen package but they aren't helping me. They never asked for any proof ie police report and just denied helping.

      Business Response

      Date: 01/24/2025

      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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