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 has 2 locations, listed below.

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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:01/26/2023

  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.

  I received my package 1/26/23 approximately 10 to 14 days after I ordered my cap. I opened the box to find a stocking cap I never ordered. So I emailed customer service because they have no phone number immediately. I got a response stating that they would email me a return shipping label free of charge and refund my account once they receive this had I never ordered. I don’t feel like it’s my responsibility to go to the post office deal with all this mess and have to wait for a refund I just wanted the hat I paid for. This was a mistake on the businesses end I am very unhappy with the resolution that was given I emailed the company again after I got a response saying I wasn’t happy with the solution and they never even bothered to message me back. I uploaded photos of my receipt clearly shows I ordered a Green Bay Packers fitted baseball cap size 7 3/8 and ended up with the ugliest Dallas Cowboys stocking cap I’ve ever seen in my entire life.

  Business Response

  Date: 01/30/2023

  Hello,

  Order ******** has been refunded.  Please use the attached free of charge shipping label to return the knit hat that was sent in error.

  Thank you,

  New Era Cap

  Customer Answer

  Date: 01/30/2023

  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:10/22/2022

  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.

  My wife ordered a hat (order #********) on 10/15/2022, which was a Saturday and we understand was not a business day, but we received an email on Thursday 10/22/2022 that the order has shipped, but the tracking number given takes to a French language website with no reference of any shipment with the tracking number.

  Business Response

  Date: 10/25/2022

  Hello, We responded to the customer below from correspondence from them that was sent in on 10/24/22 at 12:28pm.  Dear *******,  I'm sorry to hear that your tracking number populated incorrectly.  I do see that your order has been successfully shipped via tracking number ********************** and shows an expected delivery of this Thursday, 10/27.  I also refunded your shipping cost on this order for the delay.  Please let us know if you have any further questions or concerns.  Best,  Catherine  New Era Cap Customer Care

  Customer Answer

  Date: 10/26/2022

  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:10/07/2022

  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.

  Ordered a hat from New Era that came damaged out of the box. The main logo had embroidery damage, like it was cut by an exacto knife. The problem is I am losing $16 on the purchase because they are not refunding my shipping and they are charging me another $8 to return a damaged product they should have never sent. To lose $16 because they sent a faulty product is ridiculous. On top of that it was a birthday present to my husband and because I am losing $16, I cannot get him an equal replacement. What an epic disappointment. Telling my friends not to buy from New Era. 

  Business Response

  Date: 10/07/2022

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

  Customer Answer

  Date: 10/11/2022

  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.  They issued full refund.    
  
  Regards, 
  
  ******* ***********

• Initial Complaint

  Date:09/28/2022

  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.

  I ordered a hat on September 1, 2022. Order number ********. The hat didn’t fit my husband so we returned the item. I received an email from the company on September 16, 2022 stating they received the item. It’s now September 27, 2022 and still no refund. I tried emailing the company via the directions on their website and received an automated reply but no actual response to my question. Unfortunately, there is no longer a customer service number to call so I’m not sure how else to get our money back. I would also appreciate being compensated for the shipping for not taking care of the refund in a timely manner. We’re normally big New Era buyers but will consider other companies that I can trust to refund us properly.

  Business Response

  Date: 09/28/2022

  Hi,

  Your refund was processed on 9/26/22.  Please see the attached.  Your original shipping cost of $8 was refunded today as a one time courtesy for the trouble with the return and refund.

   

  Thank you,

  New Era Cap

  Customer Answer

  Date: 09/28/2022

  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:09/21/2022

  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 recently ordered a New Era brand Arizona Cardinals Ice 39Thirty cap.
  
  The build quality on it is completely shoddy. I've included photos of it next to a properly built cap to show the difference in brim quality and stitching.
  
  The cap is labeled as a small and is larger than a small in addition to poor stitching and an incorrect brim sewn onto the cap.
  
  To sell such a poor quality product should not be allowed. I seek an exchange.
  
  Included our photos illustrating the poor build quality of the white cap.

  Business Response

  Date: 09/22/2022

  Hello,

  We looked and we have no orders for ***** ****** or under the email address [email protected].  If this was purchased through a third party site, please try reaching out to them for a return/replacement.  If they are unable to help, please email our customer service team at [email protected] with the information below and they can help.

  The receipt for the purchase of the item(s) in question 
  Photos of the issues with the item(s)
  

  Answers to the questions below;
  - Where was this cap purchased?
  - How long have you owned the cap?
  - When did you first notice the quality issue(s)?

  Thanks,

  New Era Cap

  Customer Answer

  Date: 09/22/2022

  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.

  The cap was purchased from Fanatics.com, they require a $9.99 fee to restock the cap and the stickers to still be on it.  I did not realize this and took the stickers off before placing the cap on my head and noticing all the defects. I will not pay a fee to have a poorly manufactured cap replaced, after I have already paid for it.

  I was excited to have a new cap and have never had this problem before so didn't even think to look for defects.
  

  I opened the box with the cap on 9/18/2022, my birthday.

  Photos are already enclosed in the original send.

  The reason I reached out to New Era is because New Era owns patent # 6625818B2 and I would think would like to uphold the standards they were willing to patent.  Even the sweatband is made out of a cheaper, thinner material than all of my other 39Thirty caps.

  I hope reputation is being taken into consideration as the outcome will determine whether I continue to collect New Era caps.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/26/2022

  Hi,

  So sorry you had this experience with purchasing with one of our third party retailers.  Please see below for a promo code that you can use to take $50 off of a future order on www.neweracap.com. 

  PROMO CODE: ************

  Thank you,

  New Era Cap

• Initial Complaint

  Date:08/25/2022

  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.

  Order # ****** that was made on 8/12/22 was delivered to the wrong address. I could not deviate the shipment with *** prior to delivery. I have reached out to New Era twice. Once on 8-16 and again on 8-17-22 via email as they don’t have a customer service number. I have not received a response and it has already been 8 days since the first email. It should have been delivered to my billing address as it is the same as my mailing address: *** * ****** *** ********** ** ******

  Business Response

  Date: 08/25/2022

  Hi *****,We are sorry that an incorrect address was entered on your order ********.  Unfortunately, we do not see any correspondence from you regarding this order in our system.  The email address for our customer service team is *********************** and you can also reach us through the Help section on our website via our web widget. The tracking shows that this order was delivered on 8/17/22 via *** tracking# ****************** and the proof of delivery is attached.  If there is no way for you to retrieve this package we can issue a refund as a one time courtesy, but in the future please be sure that your shipping address is correct before finalizing an order.Please let us know how you would like to proceed. Thank You,New Era Cap

  Customer Answer

  Date: 08/26/2022

  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. 
  
  I accept their offer to refund the purchase. 

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

• Initial Complaint

  Date:08/22/2022

  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 returned two hats to New Era Caps. They made me send them back individually. I was provided with 2 return labels to drop off at ***. Return 1 Order number ******** was ******* ***** *** FATHERS DAY 2022 59FIFTY FITTED - 7 5/8 total refund $46.74. Return 2, Order number ******** was ******* ***** CITY EDITION 59FIFTY FITTED - 7 3/4 total refund $31,86. I dropped both packages off at *** on July 13, 2022.
  
  Order number ******** was received on July 15th and stated it would take up to 10 business days to show in my account. It's 8/22/22, I have not received the refund or any communication. I paid using ******.
  
  Order number ******** is alleged to have never been received. I dropped this off at the same Dropp Off at The *** Store as order number ********. As an Amazon member, I have not had one issue dropping off packages to *** and being received by ******, especially what we all have experienced in the past couple of years. What makes it even more of a kick in the shin, this was a gift that arrived damaged.

  Business Response

  Date: 08/23/2022

  Hello,We are sorry for the delay with the processing of your returns for the 2 orders that you mentioned.  I have just processed the returns and have expedited the refunds through.  lease 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