ComplaintsforNew Era Cap US Retail LLC
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Complaint Details
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Initial Complaint
01/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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,
*********** *****
Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife purchased 2 hats that I received for Christmas. Both hats were the wrong size, the correct size is 7 5/8. On 12/26/2023 my wife brought the hats to the FedEx Office location in Temecula, CA to return the hats and was charged $1.90. My wife received an email saying the hats were received on 1/2/2024 @ 8:54am. Email stated that a refund would be processed within 10 days, 1/12/2024. Today is 1/17/2024 and nothing's been done. I also had sent 2 messages with the same information to your company, but didn't get a reply. I would prefer to receive the 2 hats sent to me in the correct size, 7 5/8, not 7 and 7 1/8. If not possible then refund us the $67.19 plus the $1.90 that we spent to send back to you. This was your company's mistake so you shoukd make it right. Also, my wife and I have tried to call your company numerous times, but can never talk to anyone. Your system is no good and needs to be improved upon greatly. This would already have been resolved if you had personnel answering your toll free number. Very poor customer service.Business response
01/18/2024
Hello,
Apologies for the delay with the refund for the return of this order. A full refund has been issued. Regarding the fee that FedEx charged, we would not be able to refund that, as it was not paid to New Era as part of the original order. However, the return refund was processed as free of charge and the customer was not deducted the $7.99 return label fee from the refund amount as they normally would be.Our customer service team also sent an email that includes information regarding the order in question and the details of the refund. A promo code was also sent to replace the discount on the original order if a new order is placed for the caps in the size that is needed.
Thank you,
New Era CapCustomer response
01/19/2024
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
01/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed order for merchandise 12-18-23 and haven’t received any, they won’t refund don’t answer any questions on my orderBusiness response
01/18/2024
The business has responded to the complaint however has requested that their response not be published.
Initial Complaint
01/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased items from new era I haven’t received a email for delivery I can’t contact anyone by phone or email I’m so disappointed in this company you just can’t take peoples money and just not say anything can you please send me what I purchased or refund me my money *********Business response
01/18/2024
The business has responded to the complaint however has requested that their response not be published.Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a hat for around 49 and some change and received it on 9/5/23. It was damaged, more so manufacturing defects. The hats brim was sewn on crooked and made it unwearable. It didn’t fit right I contacted them they requested pictures before they accepted the return, they couldn’t exchange it because they said something about the reasoning I would have to repurchase… it took a lot of back and forth to get the issue resolved and then they refunded me the wrong amount and I had to contact them again to get it resolved Fast forward to Christmas 2023 I received a gift card to new era I purchased the same hat cause I wanted it the first time it was just messed up WELL I got the exact same hat I received back in Sep… I was so shocked I new it was the same ones because it came with no stickers except the come they place on the bottom of the bring for re merchandising purposes The customer service is no help I can’t even believe this happened Hope you all can do something Thank you for taking the time to help I really do appreciate itBusiness response
01/17/2024
Hello,
Apologies for the issues with the second order of the same cap. We did not know that the issue happened again, as we did not hear about the second order until this BBB complaint.
We have processed a full refund for the cap from the second order and our customer service team has reached out with further details.
Thank you,
New Era Cap
Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchase a cap on November 24th 2023. Order number *********. Never received. Tried to call New Era Cap and their phone doesn’t accept calls. Sent email to customer service Jan 5 and Jan 10 still no response.Business response
01/16/2024
Hello, Apologies for the delay with this order. Your order has been refunded as it appears that it has been lost by the carrier. We have also responded to the ticket that was submitted to our customer service team with information regarding the refund as well. Thank you, New Era CapCustomer response
01/17/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This company has no way to get an form of customer service. No phone, doesn't answer emails or messages on social media. The only way for customers to get in contact is thru the BBB. I am very grateful for the BBB help. Regards, ****** ********Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Recently I made a huge order ********* including 4 hats. While I am happy with the most part of my order, it appears that one of the hats that I received was crushed and is damaged and with that being said, I would like to have it returned. Now I understand that new era has policies in place where the buyer is responsible for paying for the return but seeing that one of the 4 hats that I received was damaged, I think it's only fair that the return/shipping fee is waived off. The hat itself is around $23 but when with the 20% promo that was applied to the hat brought it down to $18.49. Lastly, I am currently in Toronto ON Canada as I left Minnesota for a while so if I can get either a *** or ***** label that I can ship this hat back to from Toronto to the New Era facility then that would be great. I tried emailing New Era but this company never responds to any email which is quite frustrating. This is one area that New Era is horrible at. Respond to your customer when they need you the most.Business response
01/12/2024
Hello,Apologies that you received a cap with a quality issue. We did not receive any messages about the issue with this cap on your order and would have waived the return fee for this return.We have sent a message through our customer service system detailing that we refunded the cap in question and that the customer can keep, gift, donate or it throw away.Thank You,New Era CapInitial Complaint
01/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order for a sweatshirt on 12/23/23, and paid $85.79, including Express Shipping. My order number is *********. New Era states that there may be a 5-7 business day processing period for orders. It has been 8 business days (excluding Christmas and NY Day holidays), and I have not received any shipping information or anything information from New Era beyond my order confirmation. I have contacted them on multiple occasions, 12/31 and 1/3, and have not received any response. So I gave them money for an item and they have not communicated the status of that item or communicated any information about that item or when it will arrive. It's been more than 2 weeks. This item is a gift that was estimated to arrive before the date it was needed (Jan 9) based on New Era's own website communication, but instead I have no information, no tracking, no update saying the order is delayed. It appears from my side that New Era took my money and has no plans to actually send my item or honor it's promise. My next step will be to file a chargeback since New Era has been completely incommunicative and unresponsive.Business response
01/08/2024
The business has responded to the complaint however has requested that their response not be published.Initial Complaint
01/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
sent several emails to company and tried calling and never received a response. I have been demanding a refund and have not gotten it. Was charged for an ornament that I did not order as well as a cap that was very expensive.Business response
01/08/2024
Hello,Apologies for the delay with this order. As requested, the ornament that was charged on the order in error has been refunded. As for the cap on the order, it appears that a size 7 was what was entered on the order, which, from reading the customer service ticket submitted, is not the size that was meant to have been ordered. We have responded to the ticket that was submitted to our customer service team today with information regarding the refund of the ornament, as well as return instructions for the cap so that a full refund can be processed.Thank you,New Era CapCustomer response
01/08/2024
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. still no refund in hat Regards, ********* *************Business response
01/09/2024
Hello,
We have reached out again to the customer, as a chargeback was filed for this order, and we are blocked from providing any further refunds. The chargeback was accepted, and the customer was advised to follow up with their bank/ card company for the status of the credit on their account/ card.
Thank you,
New Era Cap
Initial Complaint
01/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with new era cap with order #********* on December 22,2023 states it will take from 7 to 10 buisness day to recieve the delivery, we now January 5 and I haven't recieved any email from the company that my pacakge was delivered. If the company can't respnd to my complaint I will have no choice but to disputed with my credit card company for they can credit me if this become a problem... thank youBusiness response
01/09/2024
The business has responded to the complaint however has requested that their response not be published.
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Customer Complaints Summary
79 total complaints in the last 3 years.
49 complaints closed in the last 12 months.