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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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    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:01/18/2025

      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.
      On 12 November 2024, I placed an order for two hats to be given as Christmas presents. At Christmas, we opened the package to realize one of the hats was the incorrect size. I went back to my online transaction, order no. *********, and verified I had placed an order for a 7 3/4 cap but they sent a 7 1/4. The same day, 12/22/24, I placed a customer service request to send the correct size. I received an email back with return instructions and no offer to replace the hat.

      I then filled out another customer service form on 12/23/24 stating my issue was not resolved, and I needed the hat replaced. I received no response at all.

      On 1/10/25, I again filed a customer service claim since I had received no response. I was asked to take photos of the hat and any tags (I guess they don’t believe their customers) so they could resolve the issue on the same day. I sent the photos on 1/12/25, and received no further response.

      This morning I notified them through email I would be filing a complaint with the BBB. I would like them to send the correct size hat, rush shipping, and refund my money.

      Business Response

      Date: 01/21/2025

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:01/14/2025

      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 online Dec. 21, 2024, with New Era Cap Outlet Store for several items. The order was confirmed and my credit card charged $79.58. On Dec. 22, I received an email stating part of my order has shipped (one item).
      I sent an inquiry email on Jan. 6, 2025, requesting a status update on my order.
      As of Jan. 14, 2025, I have received nothing in reply and none of my order.
      At this point, I just want to cancel my order and get a full refund back to my credit card.
      I sent another email Jan. 14, 2025, requesting my order be cancelled and a full refund issued to my card. Other than sending an email, there doesn't seem to be any way to cancel my order.
      Please help me obtain a resolution to this problem, including canceling my order and obtaining a full refund to my credit card.
      Thank you.

      Business Response

      Date: 01/15/2025

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

    • Initial Complaint

      Date:01/14/2025

      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 4 hats on December 21,2024 with new era cap equaling the amount of $99.08 the hat was *** ******* ******* ****** and two ******* ***** *** hats have tried reaching out to there company several times and also *** ** who continue to tell me to reach out to sender because and something that New Era has to fix on their end I have explained this in emails with New Era Cap but still haven’t received items tracking number is

      Business Response

      Date: 01/15/2025

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

    • Initial Complaint

      Date:01/08/2025

      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 placed an order online with New Era Cap on December 3, 2024 for a Toronto Blue Jays hat. I have not yet received the hat and received no update for a month or so. I received an initial update on December 18, but nothing since then – until today. I appreciated the initial update, but I'm disappointed with the long delay and lack of further updates.

      Business Response

      Date: 01/09/2025

      I am sorry for the frustration!
       
      I see your order had a system error in which your order was not showing up on our distribution centers system. I see your order was resent and tracking information was emailed to you.
       
      Again, we are very sorry for any confusion this may have caused.

      New Era Cap

      Customer Answer

      Date: 01/09/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.








    • Initial Complaint

      Date:01/07/2025

      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 online and part of my order was to include a free gift for spending over $100 which was a 59/50 paperweight thing. Also shipping was 2-4 day.
      I waited 12 days to receive my order and my free gift was not included.
      I emailed customer service which they sent back the auto reply of received and will get back to you within 24 hours but allow 4 days. That was over a week ago of which I followed up multiple times to also receive no response.

      This company falsely advertised a free gift to drive up sales as well as falsely advertised shipping times then when you try to get ahold of customer support they are mute.

      I expect my free gift or a refund for partial order for not providing it!!!

      Business Response

      Date: 01/07/2025

      After further investigating, our free gift with purchase paper weight was only available until 12/17/24 at 10AM. Your order was placed 12/17/24 at 11:09AM which missed the deadline for the free gift with purchase. The gift with purchase was not added to your order either. 

      I am sorry for the confusion.

      New Era Cap.

      Customer Answer

      Date: 01/07/2025

      They say I ordered just over one hour too late to receive the free gift, however upon checkout it was showing in my cart with the tracker on their site showing that I only had to order $x amount to be eligible for the gift.  Therefore I purchased one more item just enough to put me over the amount to get the gift, then they don’t send it.  Ignore my customer service request for 8 days and do not reply until I go to BBB just to say I was one hour late on my order.  However they didn’t remove the deal from there website so as far as I knew I was getting the gift.  They need to honor this! 

      Customer Answer

      Date: 01/07/2025

      My bank does not show a timestamp just the date.  However when I checked out the free gift was shown in my cart and the tracker for “amount to order to receive the gift” was shown.  Therefore I fully expected to receive this gift! If it ended at 10am, and if I ordered later, their tracker and cart were still showing it as included. 
      can they show proof that the website didn’t have the tracker shown after 10am? 

      Customer Answer

      Date: 01/09/2025

      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.

      all the business did was regurgitate the same exact response from before with zero effort to resolve the matter. 

      they are cheating their customers out of money by promising gifts and expedited shipping then not honoring either of them and refuse to respond to customer service emails until I bring it to this level of complaint and then still only send the same inaccurate regenerated disrespectful uncaring response. 


      Regards,



      **** ******








    • Initial Complaint

      Date:01/02/2025

      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.
      So, I bought a hate From New Era Dec 2, 2024, and I read review after, and people said that you won't get the item and so I panicked and contacted my bank and filed a claim, but they said they couldn't help me that I needed to contact the people I bought the items from well they have no number or address so I had to do research of my own. I've sent them emails like crazy they keep saying hope you enjoy your items, and I keep telling them that I didn't receive it. so, then I contacted ***** they said if they would file a claim with them, I can get my money back the people who delivered it didn't even take a picture of where he delivered it was a pic of a piece of wood or something and I can't even get them to call *****. So, you guys are my only hope can you please help me get my money back please.

      Business Response

      Date: 01/02/2025

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

      Customer Answer

      Date: 01/02/2025

      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.



      Regards,

      ***** ********* 

      So what happens if they deny my claim will you give me back my money?

    • Initial Complaint

      Date:01/01/2025

      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 Cap for two hats on 11/16/24. Two weeks later I received the order but it was only one of the hats and an incorrect item. I contacted their customer support and they were helpful. I sent both items back. That’s when the problem arose. I never received a refund for the hat I returned or the incorrect item o shopped back for a refund. I have since reached out to customer support four separate times and have heard nothing about the $60 month plus I am owed.

      Business Response

      Date: 01/02/2025

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

    • Initial Complaint

      Date:12/31/2024

      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.
      This is the worst retail and customer service experience I’ve ever had, and it’s not even close. I place my order on 12/2 and don’t receive any updates for 10 days. I need to reach out to customer service to even receive a tracking link for my order. I finally receive my shipment and it’s the wrong item - a completely different jacket than what I ordered. I immediately reach out to customer service - no one responds. I reach out again 3 days later - no one responds to me. I’m apparently out of options, so I open a dispute with my credit card company. They process the dispute and the days start ticking - I still do not hear anything from New Era. On the day before the dispute would be settled and I would rightfully get my money back, I finally hear back with “next steps”. I need to ship back my incorrect order and wait for shipping and handling and processing times before they will refund me.

      SO - rather than getting my money back promptly, I now have to: wait until the item makes it back to New Era, wait for the “return” to be processed, and wait until they decide to issue a refund. They have already had my money for over a MONTH now. It’s ridiculous - I’m trying to buy a jacket not give them a loan.

      Considering it took over a month to get to where we are now, I can’t imagine I’ll see my money for another few weeks - and I never even received what I ordered. In what world is it allowable to hold a customer’s funds hostage due to your own shipping inaccuracies and your inability to respond to an email?

      Business Response

      Date: 01/02/2025

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

    • Initial Complaint

      Date:12/29/2024

      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.
      While purchasing items from new era I accidentally placed the wrong address for the order. I emailed them right away as soon as I seen the problem. I was told through the email that the address could not be changed even though it was not the address that I am living at. The email had stated that the address could not be changed at all and the product would be going to that address. I attempted to look for a phone number and I found one that was online but it is not being utilized by this company at this time so the only way to contact him is through email and it gives it back to an automated email system. I have asked for someone to call me about this issue and I was told that no one could and the product was already sent to the address that was first put on the label. I did contact my bank to see what I could do about canceling the order the same night that I placed the order because of the issue with not being able to change the address to the correct address for shipping. I did not receive the product at all and I am still out my $175.64 for a purchase that I did not receive. I made many attempts to try to change the address to the correct address and I was not able to because there is no customer service phone number for those kind of issues. I'm not sure if you guys can help but I'd really like to have my money back or possibly for them to just send me my items that I have already paid for.

      Business Response

      Date: 12/30/2024

      I am sorry for your frustrations.

      We did ship to the verified address listed when the order was placed. Orders can not be modified once placed as stated on our website. 

      You may wish 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.

      Please note that we did ship your orders to the verified address provided and have proof of delivery from the carrier.

      New Era Cap.

      Customer Answer

      Date: 12/31/2024

      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.



      See atttachments



      Regards,



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








    • Initial Complaint

      Date:12/28/2024

      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.
      Dec. 05, 2024. Order # *********.
      Ordered 1 t-shirt and 1 Cap. Received t-shirt and no cap. Paid $27.99. Unable to call and no response to emails.

      Business Response

      Date: 12/30/2024

      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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