ComplaintsforNew Era Cap US Retail LLC

Hats

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6/16 - I made a purchase on the New Era website and paid $15 for "Shipping method: Expedited - Ground (2-4 Business Days)". Upon shipping my order, New Era used "***** Home Delivery" which is neither expedited nor a "ground" service. ***** Ground and ***** Home Delivery are two very different services offered by ***** with different price points. ***** Home Delivery is the cheapest shipping service that ***** offers. If I had paid $0 extra for my order, New Era would have shipped using the exact same ***** Home Delivery service because it is the cheapest. I estimate that it costs New Era about $4-$5 to ship my package. I want my $15 back - it is fraud to charge me for faster shipping and then use the slowest service available. If New Era had used ***** Ground or ***** 3day, I would have no complaint. When I contacted New Era support, Neil told me that the cost had something to do with the warehouse time and that there was no guarantee on processing time. I never once complained about how long it took to leave the warehouse; my complaint is that once it did leave the warehouse, it did so with the SLOWEST service that ***** has to offer. Neil then said that I received my item within the timeframe provided, again failing to understand that my item would have shown up quicker if an actual expedited service was used. Neil then refused my request to speak with a manager or team lead. I requested this at least 4 times. Neil was just sending standardized replies that did not even apply to my questions. I just want my $15 back. Also, "expedited" and "ground" is an oxymoron. Shipping service is either Expedited (1-3 business days) or Standard/ground (up to 5 business days). Home Delivery is an even slower, cheaper option that is usually 5-10 business days.
Business response
07/02/2024
The business has responded to the complaint however has requested that their response not be published.
Customer response
07/02/2024
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. A manager reached out earlier this morning and provided resolution to close out this matter.

Regards,

*********** ****
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the most horrible experience I have had with an online company, I placed my order through New Era Cap’s online website (order number: ********* ) and my order shows that it was signed and received, but I never signed for anything nor received it. Now New Era is not doing anything to assist me further with this issue as I'm out around $160 and there is no number to further contact. I don't recommend anyone to shop with New Era’s online website as they are not taking any responsibility for their wrong doings.
Business response
06/10/2024
Hello,Apologies for what happened with your order. Your order has been refunded for non-receipt. We have also responded to the ticket that was submitted to our customer service team with details about the refund.Thank you,New Era Cap
Customer response
06/10/2024
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
06/02/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered 2 all black *** **** ******* fitted baseball caps size 7 3/4. There was only one baseball cap in my package. I have attached photos that shows there was only one baseball cap inside of the package. As you can see on the packing list there is no signature at the bottom where it says, verify by and packed by. I just want the 2nd hat that I paid for.
Business response
06/03/2024
The business has responded to the complaint however has requested that their response not be published.
Initial Complaint
04/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned a Yankees fitted cap back to the company and was emailed on March 29, 2024 that they received the product and I will receive my refund of $47.99 in 10 business days. It's been passed 10 days and I still have not received my refund. I emailed the company on 4/6/24 and have not received a reply back yet.
Business response
04/09/2024
Hello,Apologies for the delay with the refund for the return of this order. As requested, the refund has been processed.We have responded to the ticket that was submitted to our customer service team today with information regarding the refund. Thank you, New Era Cap
Customer response
04/11/2024
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
02/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: 11/24/23 Product purchased: New Era Cap Woodland Camo 6-Pack Cap Carrier Amount paid: $24.49 + $1.80 in taxes for a total of $26.29 USD Order #: ********* Dispute: I ordered this as a Christmas gift for my partner. When I opened it and was preparing to wrap it, I noticed a defect on it which consisted of black marker across the front of it with a sticker pointed directly at it as if it should not have been sent out. I emailed the company before (request ******) and after Christmas (request ******) in hopes of getting a new product or my money back. After not hearing back from the company I went to their website and put another request (******) in January and still haven't heard back from them.
Business response
02/05/2024
Hello,
Apologies for what happened with this order. Due to the issue experienced, we have provided a full refund.
We have also responded to the ticket that was submitted to our customer service team with details regarding the refund.
Thank you,
New Era Cap
Customer response
02/05/2024
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
02/02/2024
Complaint Type:
Product Issues
Status:
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.
I made a purchase with New Era Cap for their Black Friday Sale on 11/29/23. Tracking appears that it was damaged on the way and the shipper was notified. I have tried their customer service email several times since then an I get no response at all. There is no phone support. It seems like posting here on BBB is the only way to receive some type of response. I feel like my $ has been stolen from me. They continue to run ads where people leave comments complaining about the same issue. New Era: Please send me 2 of the same hat I ordered. ORDER *********
Business response
02/05/2024
The business has responded to the complaint however has requested that their response not be published.
Initial Complaint
01/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a damaged product when I ordered through the company’s app as there was pen all over the grey brim of my cap. Since the cap was packed with the brim up, I could see the damage the second I opened the box. I called the corporate customer service line and got a message saying that the call center was unavailable and to submit a claim through their website with representatives available 8 hours a day during the week. It’s been days and my claim is still listed as open and I’ve never received a response. I also attempted to contact the company via their social media account and was again met with no response. I just want my cap to be replaced.
Business response
01/29/2024
The business has responded to the complaint however has requested that their response not be published.
Customer response
01/30/2024
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
01/23/2024
Complaint Type:
Delivery Issues
Status:
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.
I've been waiting on a package that was stated to be delivered between 7 to 10 business days and I ordered it on the 9th and was supposedly supposed to be delivered on the 25th of this month of January 2024. Earlier this morning which is January 23rd 2024 @ around 10:00 I received a message stating that my package has just been delivered in which my mom verified that nothing has been placed at the door so I try to call ***** to see the whereabouts of the package and they stated that January 22nd at 11:00 the package was delivered in which nothing was there at the door neither. So I try to go about my trying to speak to an agent at ***** and nothing so I try to get a hold of New era caps and the same thing just kept sending me to a virtual automated system in which questions were never answered ***** kept sending me in the loop and NewEra Caps kept referring me to the app and which I responded to by following the directions given and nothing no photo of the package was taken no signature was given and no response other than the message that was received has been placed but the message that has been placed has been falsified no package has been delivered and would like a refund of $135 and some change the amount that I paid for The Three hats that I never received or if I could get those hats ASAP will take either
Business response
01/24/2024
Hello, Apologies that there were ***** delivery issues with this order. The customer only contacted us yesterday afternoon, and we advise that it can take up to 4 business days for a response to be received from an inquiry. The order has been refunded for non-receipt and the customer service team has responded to the ticket that was submitted with information regarding the refund. Thank you, New Era Cap
Initial Complaint
01/22/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order (Order *********) in the amount of $35.75 on December 29, 2023. This order still has not shipped and the business will not reply to repeated email inquiries. There is also no way to contact the business by phone to inquire about the order. At this point I would just like a refund and take my business elsewhere in the future.
Business response
01/23/2024
Hello,Apologies for the delay with this order. As requested, your order has been refunded as it appears to have been lost. We have also responded to the ticket that was submitted to our customer service team with details about the refund.Thank you,New Era Cap
Customer response
01/23/2024
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
01/21/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a hoodie and sweater on Dec. 7th 2023, I only received the hoodie, not the sweater, but I was charged for both. I have left several emails, none have been responded to. I cannot get ahold of the company at all.
Business response
01/22/2024
Hello,
While preparing your order at our distribution center, we learned that our inventory was not correct for the *** ******* ****** ********* Classic Crewneck on your order. Because of this, we were unable to fulfill this item in your order.
A refund for this item was issued to the original payment method on the order on12/18/23.
We have responded to the ticket that was submitted to our customer service team today with information regarding the refund and a copy of the refund receipt.
Thank you,
New Era Cap

Customer response
01/24/2024
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,
*********** *****

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary