ComplaintsforNew Era Cap US Retail LLC

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For my order ********** The package arrived and was completely empty. It wasn’t damaged or tampered with. It looks like shipper error and I’m very disappointed. I asked them to refund me. Please do NOT send me another item -- I will be out of town for the next month. They claim the shipper said it was in tact but I checked it is was probably items removed, etc. or there was damage. Please refund me as a courtesy. Thank you.

  Business response

  04/25/2023

  Hello,

  We are so sorry that you received an empty package.  According to inventory checks and details on the package shipped, something must have happened in transit.  As a one-time courtesy, we have refunded you for this order.

  Please allow 1-2 business days for funds to be released by New Era. 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.

   

  Thank you,

  New Era Cap

  Customer response

  04/25/2023

  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

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I double ordered a cap and realized it within 3 minutes of placing the order and tried at that time to cancel my order but with no prevail it’s wouldn’t let me and this was 5 days ago so I tried and called customer service no answer,tried like 5 emails to them explaining what I wanted to do and what happened no answer,I didn’t it every day but then yesterday I get a email saying my two hats have been shipped after to response to all my emails…..so what going on with NEW ERA? Are they trying to keep my money? I spent hundreds of dollars on this site to be disappointed like this…please can I get a explanation?

  Business response

  04/19/2023

  The business has responded to the complaint however has asked that their response not be published.****** ** ****** **** ***** *** ** *** ******* ** **** ******* **** *** ********* ** *** ******** ******* **** **** **** ******** ***** ***** *******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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this hat for a bday gift never received it I would like to cancel this but will lose 16.00 for shipping whatever this company is the worst I'll never order here again still need a refund asap

  Business response

  03/23/2023

  Hello,We understand your concern about the delivery of your order. We process orders as quickly as possible, however, please keep in mind that our current processing time for all orders is 4-5 business days. The expedited shipping service you paid for goes directly to cover the cost of shipping with the carrier.  While your order will ship with an expedited service, selecting this option does not change the time it takes to prepare your order for shipment.  I can see that your order was shipped via ***** ************.With your Expedited - Ground (2-4 Business Days) our package would have until 3/28/23 to arrive within the shipping timeframe selected.If you do not receive your package by the end of the day on 3/28/23, please reach out via our Help area on our website so that our Customer Care Team can assist.Thank You,New Era Cap

• Initial Complaint

  03/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order and received a confirmation email then an hour later I received an email saying my order was canceled with no info. I emailed New Era which I’ve only bought from once in the past and it was only one hat. The email they replied with basically stated that I was a re-seller, re-shipper or that I was outside of the US which NONE of those referred to me. They also said their decision was final and if I place an order again (which I won’t) to make sure I follow the community guidelines. I’m honestly in shock! I ordered 1 hat! If I was a re-seller, wouldn’t I order more than one hat to re-sell? And more than two hats in 6 months? I would like that hat I ordered for my husband but according to them, I broke community’s guidelines by ordering from them. Absolutely crazy to me.

  Business response

  03/03/2023

  Hello,Order ********* was automatically canceled in our system due to our very sensitive fraud and compliance monitoring system.  This is a safeguard put in place to protect our customers.  We are very sorry for any inconvenience here.  You can try and place a new order if you would like and try using ******* or ****** which has verification built in.Thank you,New Era Cap

• Initial Complaint

  02/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband purchased 2 separate orders 2.5 weeks ago (13 business days ago). USPS shipping status says the status is unavailable and each package is not trackable and that they are still awaiting a package from the sender. No one at New Era is reachable. I am requesting refunds for the following tracking numbers: 9*********83*********6 9*********83*********5

  Business response

  02/15/2023

  Hello,

  We understand your concern about the delivery of your orders. We process orders as quickly as possible and aim to ship within 24 hours. Unfortunately, some orders do take longer to fulfill and can take up to 4-5 business days to prepare to ship.  The shipping time does not include processing time.  These 2 orders were shipped via 7-10 business day shipping.

   

  Please see below for information on your orders:

  Order ********, FedEx tracking# ********************** - shows estimated delivery on 2/17

  Order ********* FedEx tracking# ********************** - shows estimated delivery on 2/15 (today).

  Please note that estimated delivery dates can update on FedEx without the knowledge of New Era Cap.  If you need any further assistance, please use the contact us are on our website or send an email to [email protected]

   

  Thank you,

  New Era Cap

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently placed an order total was 89.99. My order number is ********. I am unable in anyway to check on my order. It’s been a week and I haven’t gotten a tracking number. I attempted to make an account but it does not send the verification to my email. I checked my junk as well. I filed two messages and have received no response from the company. I just want to know my order is coming as they already charged my account. The site I had no place to enter my order number and continues to tell me to wait for a shipping email I never received .

  Business response

  02/14/2023

  Hello,

  Regarding order ********, it has shipped via FedEx 9*********83*********0 and shows an estimate delivery date of 2/15/21. This tracking information was emailed to the email address that the customer used when they placed the order.

   

  We have responded to the customer's email that was received in our system on 2/13/23 at 4:16pm.  When customers email in, we advise that it can take up to 4 business days to receive a response.  We normally respond within 24 hours, but at busier times it can take longer.

  If the customer has any issues with receiving this order, please have them reach out directly to us via the ticket that they have started in our system to which we have replied with tracking.

   

  Thank you,

  New Era Cap

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with New Era on 2/3/23 , and received a tracking number, but I have not received my order. I have emailed them for assistance, but they are not responding. There is no way to contact them to get a live person, there customer service is very poor.

  Business response

  02/13/2023

  Hello,

  We are sorry for the delay with your order, but we have responded to you via our electronic support. 

  You have been refunded for this order as it seems to be lost by FedEx.  Please allow 1-2 business days for funds to be released by New Era. 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.

  Thank you,

  New Era Cap

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received my package 1/26/23 approximately 10 to 14 days after I ordered my cap. I opened the box to find a stocking cap I never ordered. So I emailed customer service because they have no phone number immediately. I got a response stating that they would email me a return shipping label free of charge and refund my account once they receive this had I never ordered. I don’t feel like it’s my responsibility to go to the post office deal with all this mess and have to wait for a refund I just wanted the hat I paid for. This was a mistake on the businesses end I am very unhappy with the resolution that was given I emailed the company again after I got a response saying I wasn’t happy with the solution and they never even bothered to message me back. I uploaded photos of my receipt clearly shows I ordered a Green Bay Packers fitted baseball cap size 7 3/8 and ended up with the ugliest Dallas Cowboys stocking cap I’ve ever seen in my entire life.

  Business response

  01/30/2023

  Hello,

  Order ******** has been refunded.  Please use the attached free of charge shipping label to return the knit hat that was sent in error.

  Thank you,

  New Era Cap

  Customer response

  01/30/2023

  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

  10/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My wife ordered a hat (order #********) on 10/15/2022, which was a Saturday and we understand was not a business day, but we received an email on Thursday 10/22/2022 that the order has shipped, but the tracking number given takes to a French language website with no reference of any shipment with the tracking number.

  Business response

  10/25/2022

  Hello, We responded to the customer below from correspondence from them that was sent in on 10/24/22 at 12:28pm.  Dear *******,  I'm sorry to hear that your tracking number populated incorrectly.  I do see that your order has been successfully shipped via tracking number ********************** and shows an expected delivery of this Thursday, 10/27.  I also refunded your shipping cost on this order for the delay.  Please let us know if you have any further questions or concerns.  Best,  Catherine  New Era Cap Customer Care

  Customer response

  10/26/2022

  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

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a hat from New Era that came damaged out of the box. The main logo had embroidery damage, like it was cut by an exacto knife. The problem is I am losing $16 on the purchase because they are not refunding my shipping and they are charging me another $8 to return a damaged product they should have never sent. To lose $16 because they sent a faulty product is ridiculous. On top of that it was a birthday present to my husband and because I am losing $16, I cannot get him an equal replacement. What an epic disappointment. Telling my friends not to buy from New Era. 

  Business response

  10/07/2022

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

  Customer response

  10/11/2022

  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.  They issued full refund.     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. ↩