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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2024

      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.
      1. Ordered a hat on November 11th, 2024. The hat was $44.00 and funds were immediately debited from my bank account.

      2. The order # is *********, hat was supposed to take 5 to 7 days to ship, and then hat wqs supposed to arrive in 5 to 7 business days.

      3. As of December 14th 2024 the hat has still not been shipped.

      4. I have reached out 3 times to New Era Cap customer service via email to question the status of my order. New Era Cap does not take phone calls. So only way to reach out to them is via email.

      5. First time I reached out I was just questioning when the order would be shipped. Automated response was received. 2nd and 3rd time I reached out I tried cancelling the order but New Era Cap stated the order could not be cancelled, and that I could request a refund once the hat was shipped and received. The problem is, is that New Era has not shipped the hat and will not communicate on when the hat is going to be shipped.

      5. I would like my order cancelled or money refunded back to my bank account.

      Business Response

      Date: 12/16/2024

      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! I replied to your initial inquiry with our customer service department with your tracking information. Again, we are very sorry for any confusion this may have caused.New Era Cap.

    • Initial Complaint

      Date:12/13/2024

      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.
      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 still find it inexcusable that despite a complaint by me before Thanksgiving and twice after that, the company could not figure out there was a system error. They need to use real people and additionally have phone number where you can speak with a customer service representative. I have received all of the items I ordered. I had waited to receive them before I responded. 

      Regards, ***** ********possible. I had counted on these items for presents. I have a feeling I already know the company’s response based on other responses I saw from the many complaints registered with the BBB. If a real person had been with customer care, the correct status of this order would have already been determined and either been reordered or refunded. If a refund is the company’s solution, it needs to be immediate.

      Business Response

      Date: 12/16/2024

      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! I replied to your initial inquiry with our customer service department with your tracking information. Again, we are very sorry for any confusion this may have caused.New Era Cap.

    • Initial Complaint

      Date:12/13/2024

      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.
      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 order has not even shipped but I’m supposed to wait to get it send it back and then hope they send my money. So they get to hold my money for months? Absolutely not. Send the refund now. This game is ridiculous.

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

      Business Response

      Date: 12/16/2024

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

      Business Response

      Date: 12/16/2024

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

    • Initial Complaint

      Date:12/13/2024

      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 November 11, 2024, I place an order for several hats from the company mentioned. The order was said to be shipped within 7-10 business days. That never happened in the time specified, so I began reaching out to the company about the order. I’ve gotten nothing but excuse after excuse from them. A month later and I no longer get responses from the company through email and I still don’t have my product. Nor will they refund my money despite this being well beyond their guarantee of service not due to anything I’ve done.

      Business Response

      Date: 12/16/2024

      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! I replied to your initial inquiry with our customer service department with your tracking information. Again, we are very sorry for any confusion this may have caused.New Era Cap.

    • Initial Complaint

      Date:12/13/2024

      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 purchased 2 hats on 11-11-24, it is 12-13-24 and the items still haven’t shipped. I reached out to customer service and received an automated response with no information regarding a shipping date or refund. I saw an ********* advertisement for a hat sale on 11-10-24 so that is why I purchased these hats.

      Business Response

      Date: 12/16/2024

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

    • Initial Complaint

      Date:12/13/2024

      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.
      My order placed on 12/5 still has not shipped yet. I understand the holiday rush but based on BBB posts and the New Era social media pages, it looks like orders are not getting shipped out to anyone after 1+ months.

      Business Response

      Date: 12/16/2024

      I understand your concern about the delivery of your order. We process orders as quickly as possible, we are currently experiencing prolonged wait times due to our largest Black Friday ever. Our distribution center is working through the massive volume of orders as quickly as possible.Please note that orders can take up to 7 to 10 business days to process before shipping during times of heavier order volume.I see your order is in transit to you. New Era Cap.

    • Initial Complaint

      Date:12/13/2024

      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.
      Unable to get support from customer service. Attempted contact via email, no reply from company. Order placed on 12/2 with a promise of shipment within 2-4 business days. I am not able to to request to refund or cancel order. I feel like my money is being held without the promise to have my items within in a timely manner.

      Business Response

      Date: 12/16/2024

      I am sorry for the frustration! We are currently experiencing prolonged wait times due to our largest Black Friday ever. Our distribution center is working through the massive volume of orders as quickly as possible.  Our current processing time for all orders is 7-10 business days.I replied to your initial inquiry with our customer service department with your tracking information. Again, we are very sorry for any confusion this may have caused.New Era Cap.

    • Initial Complaint

      Date:12/13/2024

      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 two hats on December 5, 2024. I paid for shipping 5-7 business days. When I check my order it says unfulfilled which after researching I found means item was out of stock and they too my order and money knowing this information. When I try to conact them it says no phone customer care. It still has COVID crisis notification of no calls. I’ve emailed twice.

      Business Response

      Date: 12/16/2024

      We are currently experiencing prolonged wait times due to our largest Black Friday ever. Our distribution center is working through the massive volume of orders as quickly as possible.  Our current processing time for all orders is 7 - 10 business days.I see your order shipped and is on its way to you. New Era Cap. 

    • Initial Complaint

      Date:12/13/2024

      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 12/2/24 I placed an order with New Era. Their site (and my order confirmation) states it could take up to 5-7 business days to process and ship out the order. Today is 12/13, it has been 11 days and 9 business days since I placed the order and nothing has shipped (nor is there a follow up email that they've encountered any unforeseen delays). I sent them an email on 12/12 asking about my order and only received an automated repsonse which did not provide any information about my specific order. I tried contacting them via social media platforms (they do not provide a phone number anywhere) only to learn that there are hundreds of people who have not had there orders shipped for over a month. I am not going to wait around any longer to take action with this situation as they are proving to be an unreliable company.

      Business Response

      Date: 12/16/2024

      While preparing your order at our distribution center, we learned that our inventory was not correct for the *** ***** ********* *** ********* *** 2024 ******* Fitted Hat on your order.Because of this, we were unable to fulfill this part of your order. A refund has been issued to the original payment method used when the order was placed.Please allow 1-2 business days for funds to be released by New Era after the date the refund was processed. 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.Best,

    • Initial Complaint

      Date:12/13/2024

      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.
      Placed order 12/9/24, money has been taken. Order still only shows confirmed company will not answer emails nor are they taking calls. From other complaint’s online this company either will not ship items or ships months later. If I will not receive the items in the next week I need a refund.

      Business Response

      Date: 12/16/2024

      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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