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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:12/05/2023

      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.
      Ordered 3 hats about two weeks ago. Have tried multiple times to contact company with no response. They have taken my money and have not full filled there end of the deal with said product.

      Business Response

      Date: 12/06/2023

      The business has responded to the complaint however has requested that their response not be published. 

      Customer Answer

      Date: 12/09/2023

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

      Regards,

      **** *******

    • Initial Complaint

      Date:11/28/2023

      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 purchased a hat from this company on 11/22/23. When I was ordering it autopopulated my shipping address as my old address by mistake. I only realized after placing the order. They have a policy that orders cannot be canceled or modified. The problem is that I will never receive the product if they ship it to my old address. I have no way of getting it and they refuse to call their distribution center and change the order. I asked to change the shipping address or to cancel. They claim they can do nothing, thought the order has not yet shipped. So, now I have filed a dispute with my bank to get my money back, hopefully.

      Business Response

      Date: 11/29/2023

      Hello, As a one time courtesy your order ********* has been refunded. 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. Thank you, New Era Cap

      Customer Answer

      Date: 11/29/2023

      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:11/22/2023

      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 ordered a bunch of hats and they were never delivered. *** tracking shows the package was returned to the sender. ******************. I believe it may have been misdelivered.

      I tried contacting the company several times but they stopped giving phone support and do not answer messages via their website. I am actually shocked that they offer absolutely no customer service whatsoever. I just want a refund. 

      Business Response

      Date: 12/12/2023

      The business has responded to the complaint however has requested that their response not be published.  

    • Initial Complaint

      Date:11/05/2023

      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.
      On 10/27/2023, I ordered Arizona Diamondbacks 2023 World Series Side Patch 9FIFTY Snapback - ONE SIZE (Order #: *******). I paid $40.17 total for this order. I had verified that I entered my correct mailing address at the time, but when the order was submitted, the package was being shipped to the wrong address. UPS tracking number was ******************. I had sent multiple e-mails before and after the package was shipped and my support person, Tevin, was not able to help me change the address at any point in the process. I have provided the company with negative feedback about my experience with Tevin, but they have not responded to my feedback. I had also tried to contact UPS to change the address of delivery but I was not able to modify it since I am the receiver of the address. I would like a refund for this order since I did not receive this product.

      Business Response

      Date: 11/06/2023

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

    • Initial Complaint

      Date:10/11/2023

      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.
      My husband ordered a hat. When it was received it was completely the wrong hat. I emailed support and sent them pictures of the wrong hat. I was told that they “kindly” are taking off the return fee and I must return the wrong hat and wait for it to be approved before they will credit me back the amount. I will have to reorder the correct hat at my expense. They refuse to just send me the correct hat. You can’t talk to anyone on the phone. You just have to wait for them to respond to your email.

      Business Response

      Date: 10/12/2023

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

    • Initial Complaint

      Date:09/13/2023

      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 bought 2 hats for my Dad and I to wear to his first NCAA football game. I ordered the hats on August 29th. They were delivered on September 7th. The game was on September 9th. Both hats delivered were wrong. I provided pictures to New Era showing the mistake. All I asked was for them to send me the correct ones first and I would return the wrong ones or at the very least refund my money so I could re-order the correct ones. I still wanted the hats I paid for and ordered even though the game has past. I asked for the correct ones first because I’m not sure if they will send the wrong ones again. Tevin my support person wouldn’t answer any of my questions and was very condescending.

      Business Response

      Date: 09/14/2023

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

      Customer Answer

      Date: 09/14/2023

      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:09/12/2023

      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 ordered a hat Wednesday September 6, 2023 to have it as a gift for someone. I have not received an email regarding shipping yet and it is September 12, 2023. I have contacted customer service for an update and have not gotten a reply. This is terrible shipping to have to pay for and even worse customer service that you cannot get in touch with anyone to resolve an issue.

      Business Response

      Date: 09/13/2023

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

    • Initial Complaint

      Date:09/07/2023

      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 placed an order for custom hats on May 9, 2023. The original delivery date was scheduled for 2 months later. 2 months came and New Era sent out an email stating they were "behind because of demand on custom products". They did give a $50 "we are sorry" credit. They gave another delivery time frame of July 21st - August 2nd. August 2nd has come and gone for over a month now. New Era seems to be blaming FedEx for the issue of not delivering orders. New Era is not able to give any details about where their product is, other than, it's on some cross dock in the United States. No tracking number, no email saying that the hats have arrived in the United States, nothing. The emails I provided state all of this. New Era is now not responding to my emails(9/6-9/7, 2023; 4 of them to be exact) inquiring about where my order is. I have been a customer since 1991 and have 300 hats. It's crazy that they would treat any customer this way, let alone one that has been with them for over 30 years and spent over $10,000. I literally just want my order since I made the hats in memory of my Uncle that passed away. I will be contacting my credit company to file a complaint of non-delivery and requesting a refund. This didnt have to happen, but when you play games with people's money, this is what you get and deserve.
      My order number is *********.

      Business Response

      Date: 09/08/2023

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

    • Initial Complaint

      Date:08/24/2023

      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.
      Order Number: US1452931

      According to the tracking information provided by Fedex, the package associated with the above-mentioned order was marked as “delivered” on Monday 21st. However, I regret to inform you that I have not received the package in question.

      I want to emphasize that I have thoroughly checked my premises, including any possible safe locations and with neighbors, and have found no trace of the package. I also want to raise the possibility that the package may have been misdelivered to the wrong address.

      I am deeply disappointed by this situation, as I have been a loyal customer and have always enjoyed the quality products you provide. Purchased it for a Birthday gift, Given the circumstances, I kindly request a full refund for the cost of the items in the undelivered package.

      I understand that sometimes issues beyond anyone’s control can arise during the delivery process. However, I believe that as a responsible and customer-oriented business should take appropriate steps to ensure that customers receive their orders accurately and in a timely manner.

      Business Response

      Date: 08/24/2023

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

      Customer Answer

      Date: 08/25/2023

      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:08/21/2023

      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.
      On 5/9/23 I placed an order for a custom New Era Cap thru a program called New Era by You.
      The order was confirmed on 5/11/23, Order *********, $79.66 w/ tax. As of todays date of 8/21/23 I have not received my order. Instead I was offered a discount on another hat while I waited, along w/ @ least 2 email responses claiming that the delay is out of their hands. The latest promising me a soon to follow tracking # on 8/7/23 which as of yet has not materialized.
      Any well ran business would be accountable for such major delays & give a true response, not shift the blame by claiming it’s out of their hands. This is a multimillion dollar company, not a mom & pops hat store. If a 100 thousand people ordered a custom hat & $65 each pre tax, that’s $650 thousand dollars that appears to be unaccounted for.
      All I want is my hat. I’m not sure what can be done, but this atrocity needs to be reported in someway.
      Please note the date of the 2nd attachment shows 6/5/23 on an email from New Era showing their timeline.

      Business Response

      Date: 08/24/2023

      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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