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Business Profile

Hats

New Era Cap US Retail LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hats.

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:12/27/2024

      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.
      I returned my New Era Order using the prepaid ***** return label with tracking **** **** **** which New Era provided me when I initiated the return. I returned the order in one box and dropped off to ***** store on 10/23/24. I obtained the attached return receipt from ***** when dropping off. The return tracking shows delivered back to New Era on 10/25/24 (as attached screenshot from ***** indicates). New Era has no phone or chat support, only email support. I have sent a total of 6 emails over the past two months trying to get an update on my refund but they have not answered any of my emails. I am beyond frustrated at no communication from them and just want my refund back.

      Business Response

      Date: 12/30/2024

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:12/27/2024

      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.
      I placed an order for a gift for a family member on November 6, being charged $42.12, at which point I received an e-mail that said "your order is on its way." After no updates for six weeks, I asked customer service what had occurred. They simply canceled the order with no other recourse, with no input from me, the customer.

      New Era did not fulfill its duty to provide updates within 30 days of placing the order, and I'll be filing a complaint with the FTC as well.

      Business Response

      Date: 12/30/2024

      The business has responded to the complaint however has requested that their response not be published. 

    • Initial Complaint

      Date:12/27/2024

      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.
      I purchased two jackets in two separate orders and ultimately returned it because I did not like the product. Purchase date was October 20th, 2024.

      I shipped out the orders unworn and unused in original packaging to ***** on November 11th, 2024 and the return arrived on November 12th.

      I have still yet to receive a refund for over a month now and I cannot get a hold of the company customer service through multiple email attempts.

      I have two order numbers- ********* and *********

      Business Response

      Date: 12/27/2024

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

      Customer Answer

      Date: 12/27/2024

      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:12/24/2024

      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.
      I ordered 4 hats from new era directly on November 17th, on November 29th I received a package containing 2 of my 4 hats. There is a packing slip included in the package that shows only 2 hats were included in the package. I assumed I would receive a second shipment with my other hats, and on December 1st I received an email that my order was on its way… December 2nd I received an email that I received my order. When I got home nothing was delivered and when I checked my order status on line it only listed the first tracking number, no second package was shipped and it’s saying my order is fulfilled. I reached out to new era, there phone system does not work “due to a national health crisis”… as a healthcare worker I think that Covid excuse is played out and not valid anymore. I was told by the message on the phone line “all issues can be taken care of online through customer support, so I put in a request with them on December 2nd at 9:30pm. 12/3 @5:50pm a Cassidy from customer care emailed and said she would resolve my issue, asked for photos of what I received and the packing slip, luckily I saved it and replied to the message with photos of the 2 hats the packing slip that day @ 8:19pm. I never heard back again from them, I re-emailed them on the 5th,6th, and 9th to no avail. I filed a dispute with ****** for a refund of the 2 of the 4 hats and 15 days later I was told by ****** that New Era informed them my products were delivered. So you can order 4 items and aslong and something was delivered they will say your items were delivered. My total was $112.74 and the cost of the items I didn’t receive was $60, the customer service will not reply to me, and they claim they delivered my products even though I supplied them the proof they asked contrary to their claim.

      Business Response

      Date: 12/26/2024

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

    • Initial Complaint

      Date:12/24/2024

      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.
      On 12/07/24'i placed an order for 3 hats. 12/18/24 i get notification that order was delivered. I never received order. I reached out to customer service and they told me without even looking into the situation. That New Era does not refund money or reship orders. And that i should dispute transaction with my bank.

      Business Response

      Date: 12/26/2024

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

    • Initial Complaint

      Date:12/23/2024

      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.
      Order paid for and never received. No phone number to call to resolve.

      Business Response

      Date: 12/24/2024

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

    • Initial Complaint

      Date:12/23/2024

      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.
      New era said the package was delivered dec 18. The tracking from ***** said the same. When I checked, no package. I immediately contacted ***** to let them know. They were no help either. Before this I had even updated my address with *****. But New era gave them an address in Milwaukee, wi. I don't know where they got it. But I do know it's not mine. I have made multiple attempts to contact New era but their mailbox was conveniently full. 3 messages were sent back. And another 3 ignored. I know they're busy because of the holidays. But that isn't my problem. I am not the one providing a service to millions. Without a proper customer service phone number. What kind of shady bs is that?! I really did want that hat. But at this point. I just want my money. And to sever any ties with this ridiculous co. After all the complaints I've seen. How are they still in business. I just want them to make this right, promptly. I can really use the money. As I am recently homeless. I have included pics. One of where it was delivered in Milwaukee and the other my front door. Which is obviously not the same. Thank you

      Business Response

      Date: 12/24/2024

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

    • Initial Complaint

      Date:12/20/2024

      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 placed an order online for a beanie and I filled out all my information, email address, home address, phone number and debit card information. I never received confirmation on my order by email or a text message. I never receiving the item and I was charged $41.74 on my debit card on 12/10/24. They have a phone number that has a standard message to email them. I email them and they have a standard email that says they cant find me in the system and to provided them with my order # and then I reply and they never reply back to me. I tried with 2 different emails and its the same standard message for the emails. They are scammers. Nothing seems legit with them. I hope you can help with this, thank you!

      Business Response

      Date: 12/23/2024

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

      Customer Answer

      Date: 01/05/2025

      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.
      The email they have is no longer valid. I have a new email therefore when I add my new email with my order number I don’t pull up in their system to do my return. Cab they just forward me a return label so that I can do the return 

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

      Business Response

      Date: 01/07/2025

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

    • Initial Complaint

      Date:12/19/2024

      Type:Customer Service 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 purchased $144.46 of items from New Era on 11/29/2024 with a shipping time of 7-10 days for delivery. I am filing this complaint with BBB after 20 days of my order not being processed, fulfilled, or shipped. I have opened four (4) separate complaints with New Era to which they respond with none of my questions asked and tell me that I will be notified when my items ship. I continue to reach out and they continue to fail and making movement on my order or providing me with any updates of value. They have also suspended 100% of their phone communications citing the pandemic that happened nearly five years ago; it is literally impossible to talk to an actual human being. I have demanded a refund or immediate shipping from them in two (2) of my last (4) requests to them. They have satisfied neither despite my telling them that I would escalate this to the BBB or any other way that I see fit. I need my money back and they are completely unhelpful, have eliminated phone calls, and restrict cancellations of orders despite the order not even being processed.

      Business Response

      Date: 12/20/2024

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

    • Initial Complaint

      Date:12/18/2024

      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.
      I placed an order on 11/28. Order number ********* and received a shipping notification on 12/9. The shipping information stopped updating on 12/9. I have reached out to the company via their customer support email but I have not received a response. They do not offer a phone number to call.

      Business Response

      Date: 12/19/2024

      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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