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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:10/07/2022

      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.
      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, 

      ******* ***********

      Business Response

      Date: 10/07/2022

      ***

      ** *** **** **** ***** ** **** **** *****  ** ** *** *** *** ************** **** **** ******** ********* ***** ********* ** ** **** ******* ** *** ****** **** *** ******* *********  ****** ***** ****** ** *** ******* **** ** *********************** *** ** *** *******  *** **** *** ** ******* *** * ****** ** * ******* *****



      *******

      *** *** *** The business has responded to the complaint however has requested that their response not be published.  

    • Initial Complaint

      Date:09/28/2022

      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.
      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,



      ******* ****








      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

    • Initial Complaint

      Date:09/21/2022

      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.

      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: 09/22/2022

      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

      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:
      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.
      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,



      ***** *******








      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

    • Initial Complaint

      Date:08/22/2022

      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.
      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

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

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