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 Find Local Branches.

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• 

  New Era Cap US Retail LLC

  160 Delaware Ave Buffalo, NY 14202-2404

• 

  New Era Cap US Retail LLC

  8061 Erie Road P O Box 208 Derby, NY 14047

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.

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Out of the blue, we received an email notice that New Era Cap US Retail LLC was shipping a Philadelphia 76ers ball cap to me and they had already charged my Pay Pal account about $63, including shipping. I never ever ordered a baseball cap from New Era Cap US Retail or any other firm. This is a clear case of theft, fraud, a scam. There is no current way to reach this company. Even though they publish an email address on their website, if you use that address, you get a response back saying that address hasn't been used for the last three years. If you read some of the BBB complaints, New Era Cap has no customer service available to anyone for any reason. This company should be shut down immediately.

  Business Response

  Date: 07/31/2023

  The business has responded to the complaint however has requested that their response not be published.  
  

  Customer Answer

  Date: 08/02/2023

  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,
  
  
  
  ***** ********
  
  
  
  PS: Despite numerous attempts to request the product not be shipped to me, the bogus shipment arrived on 08/02/2023 and on 08/02/2023, I returned the unwanted shipment to New Era Cap by USPS mail under tracking number 9500 1150 3313 3214 4453 47.
  
  
  
  
  

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order number is *********. I waited forever to receive my hat. Upon receiving my hat, I've noticed the stitching is coming apart and there is a big white scratch on the side of the hat. When trying to reach the customer service team, it takes them four days to respond, you can't talk to a person on the phone, and their only resolution is to send them back the item for a refund after I had to pay 8 dollars to have this ship and an additional 8 dollars for a return label and I'll have to wait forever to get a new hat. I just want the same hat in the same size sent to me but without the defects or damages. They should really look at their items before sending them out, as it takes them long enough to ship it and respond. I just want a replacement of the same hat without having to jump through so many hoops, obstacles, and roadblocks that they set up. I think they should send it express shipment, free of charge, the same item, for the inconvenience and disappointment I've had to face. This is yet another example of negligence, greed, avariciousness, and malfeasance

  Business Response

  Date: 05/09/2023

  The business has responded to the complaint but have asked that their response not be published. ******
  
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  ***** ****
  
  *** *** ***

  Customer Answer

  Date: 05/09/2023

  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. Catherine (New Era Customer Care)  May 9, 2023, 9:15 AM EDT  Hi ****,  I’m sorry to hear that you have experienced a quality issue with one of our products! Thank you for the photos.  We take pride in every item we make and will be happy to help you with this.   Due to the issue you have experienced, I have issued a full refund for your order. Funds will be automatically returned to the original form of payment. Please allow an additional 3-4 business days for these funds to appear in your account, depending on your financial institution.   There is no need to send this product back to us. Please keep, gift, or donate the item you received. Again, we truly apologize for this issue, and please let us know if you have any further questions or concerns.   Thank you,  Catherine 
  I do not want a refund. I told them I wanted the hat replaced. They refunded me instead of replacing the hat. This was not the desired resolution and does not fix the problem or issue. I want a hat that is not defective and not a refund. Thank you.  
  
  Regards, 
  
  **** ********* 

• Initial Complaint

  Date:05/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3 hats and only rec two. i contacted the company they said they were all three shipped and to contact my credit card company and file a complaint. which i will. this is terrible customer service and they did not try to provide a resolution. they are being racist because my last name is ********. this hat was 45.99 plus tax is $49.96. this is not a way to treat a customer that is a minority. i want a refund for my hat. no one stole it . i live in a gated community and almost everyone is elderly. my order number is ********* and the hat that was missing is called *** ***** ****** ******* *******

  Business Response

  Date: 05/08/2023

  The business has responded to the complaint but has asked that their response not be published.  ***** *** *********
  
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  ***** ****
  
  *** *** ***

  Customer Answer

  Date: 05/09/2023

  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:04/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  For my order **********
  
  The package arrived and was completely empty. It wasn’t damaged or tampered with. It looks like shipper error and I’m very disappointed. I asked them to refund me. Please do NOT send me another item -- I will be out of town for the next month.
  
  They claim the shipper said it was in tact but I checked it is was probably items removed, etc. or there was damage. Please refund me as a courtesy.
  
  Thank you.

  Business Response

  Date: 04/25/2023

  Hello,

  We are so sorry that you received an empty package.  According to inventory checks and details on the package shipped, something must have happened in transit.  As a one-time courtesy, we have refunded you for this 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.

   

  Thank you,

  New Era Cap

  Customer Answer

  Date: 04/25/2023

  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:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 double ordered a cap and realized it within 3 minutes of placing the order and tried at that time to cancel my order but with no prevail it’s wouldn’t let me and this was 5 days ago so I tried and called customer service no answer,tried like 5 emails to them explaining what I wanted to do and what happened no answer,I didn’t it every day but then yesterday I get a email saying my two hats have been shipped after to response to all my emails…..so what going on with NEW ERA? Are they trying to keep my money? I spent hundreds of dollars on this site to be disappointed like this…please can I get a explanation?

  Business Response

  Date: 04/19/2023

  The business has responded to the complaint however has asked that their response not be published.******
  
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  ******* *** ***** ***** ** ****** **** *******
   
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• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this hat for a bday gift never received it I would like to cancel this but will lose 16.00 for shipping whatever this company is the worst I'll never order here again still need a refund asap

  Business Response

  Date: 03/23/2023

  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 current processing time for all orders is 4-5 business days. The expedited shipping service you paid for goes directly to cover the cost of shipping with the carrier.  While your order will ship with an expedited service, selecting this option does not change the time it takes to prepare your order for shipment.  I can see that your order was shipped via ***** ************.With your Expedited - Ground (2-4 Business Days) our package would have until 3/28/23 to arrive within the shipping timeframe selected.If you do not receive your package by the end of the day on 3/28/23, please reach out via our Help area on our website so that our Customer Care Team can assist.Thank You,New Era Cap

• Initial Complaint

  Date:03/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 and received a confirmation email then an hour later I received an email saying my order was canceled with no info. I emailed New Era which I’ve only bought from once in the past and it was only one hat. The email they replied with basically stated that I was a re-seller, re-shipper or that I was outside of the US which NONE of those referred to me. They also said their decision was final and if I place an order again (which I won’t) to make sure I follow the community guidelines. I’m honestly in shock! I ordered 1 hat! If I was a re-seller, wouldn’t I order more than one hat to re-sell? And more than two hats in 6 months? I would like that hat I ordered for my husband but according to them, I broke community’s guidelines by ordering from them. Absolutely crazy to me.

  Business Response

  Date: 03/03/2023

  Hello,Order ********* was automatically canceled in our system due to our very sensitive fraud and compliance monitoring system.  This is a safeguard put in place to protect our customers.  We are very sorry for any inconvenience here.  You can try and place a new order if you would like and try using ******* or ****** which has verification built in.Thank you,New Era Cap

• Initial Complaint

  Date:02/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased 2 separate orders 2.5 weeks ago (13 business days ago). USPS shipping status says the status is unavailable and each package is not trackable and that they are still awaiting a package from the sender. No one at New Era is reachable.
  
  I am requesting refunds for the following tracking numbers:
  
  9*********83*********6
  
  9*********83*********5

  Business Response

  Date: 02/15/2023

  Hello,

  We understand your concern about the delivery of your orders. We process orders as quickly as possible and aim to ship within 24 hours. Unfortunately, some orders do take longer to fulfill and can take up to 4-5 business days to prepare to ship.  The shipping time does not include processing time.  These 2 orders were shipped via 7-10 business day shipping.

   

  Please see below for information on your orders:

  Order ********, FedEx tracking# ********************** - shows estimated delivery on 2/17

  Order ********* FedEx tracking# ********************** - shows estimated delivery on 2/15 (today).

  Please note that estimated delivery dates can update on FedEx without the knowledge of New Era Cap.  If you need any further assistance, please use the contact us are on our website or send an email to [email protected]

   

  Thank you,

  New Era Cap

• Initial Complaint

  Date:02/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 recently placed an order total was 89.99. My order number is ********. I am unable in anyway to check on my order. It’s been a week and I haven’t gotten a tracking number. I attempted to make an account but it does not send the verification to my email. I checked my junk as well. I filed two messages and have received no response from the company. I just want to know my order is coming as they already charged my account. The site I had no place to enter my order number and continues to tell me to wait for a shipping email I never received .

  Business Response

  Date: 02/14/2023

  Hello,

  Regarding order ********, it has shipped via FedEx 9*********83*********0 and shows an estimate delivery date of 2/15/21. This tracking information was emailed to the email address that the customer used when they placed the order.

   

  We have responded to the customer's email that was received in our system on 2/13/23 at 4:16pm.  When customers email in, we advise that it can take up to 4 business days to receive a response.  We normally respond within 24 hours, but at busier times it can take longer.

  If the customer has any issues with receiving this order, please have them reach out directly to us via the ticket that they have started in our system to which we have replied with tracking.

   

  Thank you,

  New Era Cap

• Initial Complaint

  Date:02/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on 2/3/23 , and received a tracking number, but I have not received my order. I have emailed them for assistance, but they are not responding. There is no way to contact them to get a live person, there customer service is very poor.

  Business Response

  Date: 02/13/2023

  Hello,

  We are sorry for the delay with your order, but we have responded to you via our electronic support. 

  You have been refunded for this order as it seems to be lost by FedEx.  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