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 Find Local Branches.

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  New Era Cap US Retail LLC

  160 Delaware Ave Buffalo, NY 14202-2404

• 

  New Era Cap US Retail LLC

  8061 Erie Road P O Box 208 Derby, NY 14047

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.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a hat, sizing was wrong. Went throught the return process using their *** ** ********* drop off. They have not refunded my money. When I use the tracking number they provided, it tells me the package can't be found. I have emailed and tried to chat online for 6 weeks with no response from New Era Cap. I paid with my debit card so I have no chances of getting a refund from a credit card that protects my purchases. New Era has walked away with my money and assumes no responsiblilty. There is no consumer protection. Phone line claims they no longer take calls due to COVID. I'm at a loss of how to further communicate with them to resolve this issue.

  Business Response

  Date: 07/15/2025

  The business has responded to the complaint however has requested that their response not be published.  

• Initial Complaint

  Date:07/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 that was supposedly delivered (via *****, their chosen shipping provider), yet no package ever arrived—and I was home all day.
  
  When I reached out to New Era customer service, I was met with nothing but deflection and blame-shifting. Rather than taking responsibility for using an unreliable carrier, they put the burden entirely on me to “sort it out” and ultimately told me to dispute the charge with my bank instead of offering a refund or replacement. That’s not customer service—that’s a refusal to stand behind your business.
  
  If New Era continues partnering with inferior delivery providers and refuses to make things right when problems arise, they’re failing the very customers who keep them in business. This is unacceptable.
  
  Until they overhaul how they handle lost shipments and start taking real responsibility, I won’t be shopping with New Era again—and I urge others to think twice.

  Business Response

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a ***** ******* mlb hat for next day shipping I ordered the hat on July 8th new era tells me it has not shipped because they need 3 to 5 days to process the order but there nothing that tells you that on there website unless u check there delivery policy but most people wouldn't know that unless they go look at there policy but if you just order something without checking you will never know and they tired to send a Pic saying it does but when I checked for myself it does not tell u when checking out

  Business Response

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company has been stating that the attached Tax Exempt Card is not proof enough for validation on Tax Exemption. I have used this card at various stores in Oklahoma and online throughout the United States and had no issues with taxes being removed or refunded.

  Business Response

  Date: 07/03/2025

  The card images provided can't be accepted for verification based on our policy and the resources available to us.
  
  As previously explained, we'll need official documentation confirming your tax-exempt status. You may reach out to your State for a refund on the taxes or you may return your order for a full refund.
  
  Best,

  New Era Cap

  Customer Answer

  Date: 07/03/2025

  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 attached is what shows what the State provides us to show we are Tax Exempt, these documents show the State seal and validation.

  What say you?
  
  
  
  Regards,
  
  
  
  ***** ******* *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/09/2025

  Hello,

  As previously explained, we'll need official documentation confirming your tax-exempt status. You may reach out to your State for a refund on the taxes or you may return your order for a full refund.

  We are not able to assist further regarding this issue.

  New Era Cap.

• Initial Complaint

  Date:06/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  > date of order 6/17/25
  >Business committed to provide me with two cap (hat)
  >company will not cancel order/and or modify shipping address before shipment has been placed.
  >A third party company place the order information to purchase and added the wrong address i no longer live at and have no means to collect product shipment from said address.
  >company states that there resolution to the issue is for the product to ship out and delivery to the wrong address and when someone decides to return to sender, they will review the item and refund the item after deducting their shipping charge.

  Business Response

  Date: 06/23/2025

  I completely understand wanting to make changes to your recent order. I truly wish we could accommodate this request for you.Unfortunately, because we prioritize getting your items to you as quickly as possible, orders enter our fulfillment process immediately and cannot be modified once placed. This rapid processing system ensures most customers receive their orders within 1-2 business days, but it does mean we lose the ability to make changes.Since orders are transmitted to our distribution center hourly and yours has already been processed, I'm unable to modify the shipping address or cancel the order at this point. I know this isn't the answer you were hoping for, and I truly wish I could make this change for you. The order will ship to the address provided at checkout but let me help you explore some options that might still get your package where it needs to go.Here are your best alternatives:Carrier intercept services: Once your order ships and you receive tracking information, you may be able to request an address change directly through the carrier (****, ***, or ****). They offer package intercept or redirect services, though fees may apply and success isn't guaranteed.Address error considerations: If there's a minor error (like city name with correct zip code), it's often automatically corrected when the shipping label prints. For missing apartment numbers, delivery is at the carrier's discretion.Coordinate pickup: If possible, you might arrange with someone at the shipping address to hold or forward the package once it's delivered.If the package returns to us: Should the package be undeliverable and processed as return-to-sender, please contact us once tracking shows the return is in process. We'll process a refund for the returned order, and you can then place a new order with the correct shipping address.New Era Cap

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my order and did not receive it. It was marked as delivered and it never was. I contacted ***** and filed a claim. ***** told me to contact New Era for my refund since the order was missing and delivered to the wrong address. I informed New era customer service of this and the representative did not assist and claimed that a claim could not be filed with ***** and that I should contact my bank to dispute the charge. She lied about a claim not being able to be filed because it was filed already by me. She also ignored the fact that ***** advised me to contact the seller for a refund. I received poor customer service and was repeatedly dismissed and ignored. I am requesting a refund for the order that never arrived.

  Business Response

  Date: 06/10/2025

  I am very sorry to hear of the issues you have experienced!I located your previous inquiry with our customer service department and can see your order was shipped to the verified address that was listed on the order as per the carriers information.I do want to help you resolve this situation. Your best option is to file a claim with your credit card company or bank, as they often provide buyer protection for situations like this. They can assist you with disputing the charge for items not received.I realize this isn't the resolution you were hoping for, and I apologize that we can't do more directly with ***** in this case.New Era Cap

  Customer Answer

  Date: 06/10/2025

  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. I also want to point out that the carrier instructed me to contact the seller for my refund as the order was not delivered to my address. I also filed a claim with them. New Era keeps ignoring that fact.
  
  Regards,
  
  **** ***** *****

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a cap, it got delivered no one knocked or did anything to let me know that the order had been delivered. When I reach out to ask for a refund or a replacement I got an email saying they won't replace it or refund it and that I need to dispute it with my bank.
  
  I tried to call them to talk to them about it but they have since discontinued their customer service phone line. What's most annoying is that I have no way of really talking to someone about this. I just want to get what I paid for.

  Business Response

  Date: 06/03/2025

  We are very sorry for your frustration.

  Please note that we did ship your orders to the verified address provided and have proof of delivery from the carrier.

  You may wish to file a claim with your credit card company or financial institution. Depending upon your cardholder agreement, you may have a buyer protection option against lost/stolen orders.

  New Era Cap.
  
  
  

  Customer Answer

  Date: 06/03/2025

  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.
  
  
  I paid for this using a debit card they will not refund me my purchase. I just want my hat.

  This is extremely disappointing, I did not receive my hat.

  I'm not sure what happened to it between the time. It got delivered and when I opened my front door. You have to know that things like this can happen, and should have a plan in place for lost or stollen merchandise. I have purchased several hats from New Era and receiving this response from you is a horrible way to treat a customer.
  
  I will no longer be purchasing any more hats from you unless I either get a replacement or my money back. I don't feel like this is too much to ask. It was a $60 purchase. 
  
  It seems ridiculous to me that you would rather have a repeat customer take the hit on this than loose 60 dollars. Corporate greed at its finest.
  
  
  
  Regards,
  
  
  
  **** **********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 name is ****** ******* I don’t know why this company hasn’t refunded me for an incorrect item I received I will never order from here again

  Business Response

  Date: 06/03/2025

  I see your order was refunded for your return on 05/30/25!Returns are processed in the order they are received. Funds will be automatically returned to the original form of payment. This typically can take around 10 business days. Please keep in mind sometimes this process can take longer, once the money is refunded, please allow an additional 3-4 business days for these funds to appear in your account, depending on your financial institution.New Era Cap.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3/14/2025 I placed an order from the New Era Cap website 4 items totaling $126.97. The order was shipped by New Era Cap on 3/15/2025 using FedEx and they provided the following tracking number: ************. The shipment was delivered on 3/18/25 at 1:25 pm but it was delivered to the wrong apartment because I could never located the package. I was home all day on 3/18/25 and went immediately to check once i received confirmation of delivery. I immediately contacted New Era who said I they do not provide replacements or refunds. I contacted FedEx and was told the driver didn't remember where he delivered the package and that shipper New Era should file a claim on my behalf because of the type of service that New Era paid for they were the only ones to be able to file a claim. I have contacted New Era Cap various times and requested they file a claim with Fedex but they will not and stopped responding. I also asked for a refund which they said they would not process. I contacted my payment method which was Klarna and they will not provide a refund either and have started charges me my monthly payments for items I never received.

  Business Response

  Date: 05/09/2025

  I am very sorry for the frustrations you have experienced.

  Your package was delivered 03/18/25 to the verified address that was listed when the order was placed. Due to the amount of the order, we do require that you file a claim with the carrier if able to. You may also wish to file a claim with your credit card company or financial institution. Depending upon your cardholder agreement, you may have a buyer protection option against lost/stolen orders.

  Best,

  New Era Cap

  Customer Answer

  Date: 05/10/2025

  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 proof of delivery does not verify delivery as it doesn’t show the apartment number or verify the building it is in. I called FedEx the date it happened and the driver couldn’t even remember where he left the package. The picture doesn’t show anything but a box in the floor. Furthermore, FedEx advised me that because of the type of service picked by the shipper( New Era Cap) I was not allowed to file a claim for reimbursement for a lost package. The shipper must file the claim.
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/13/2025

  You may wish to file a claim with your credit card company or financial institution. Depending upon your cardholder agreement, you may have a buyer protection option against lost/stolen orders.
  
  Please note that we did ship your orders to the verified address provided.

   

  New Era Cap

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a size 7 1/2 Denver Broncos tan texture, low profile, 59 fifty hat. They mess up, send me a size 7. Now they say, we’ll refund sale price, but not shipping. I’ve told them, just send me my size 7 1/2.
  If I have to order it again, it’ll be another $10 shipping fee, and will cost me $20 for shipping ( first time plus reordering) all because THEY made a mistake and sent me the WRONG size. It’s not a good way to run a business. I’m not happy.
  
  I just want them to send me what I paid for, a size 7 1/2 hat. They didn’t even apologize for screwing up my order.

  Business Response

  Date: 04/28/2025

  I am sorry for the issues you experienced.

  Your order purchased with us included a size 7 cap. We did mail the correct cap that was verified and purchased by you. Original shipping is not refunded as that cost goes directly to the carrier to ship the product to you.

  I apologize for any confusion this may have caused.

  New Era Cap.

  Customer Answer

  Date: 04/30/2025

  I didn't want a refund. I wanted them to send the correct size to me, size 7 1/2.

   

  Why is this so difficult for New Era to do? It's ridiculous.

  Business Response

  Date: 04/30/2025

  I am sorry for the confusion. I pulled up your order and noticed a size 7 cap is what was purchased.

  Unfortunately, we are unable to mail out replacement products but will refund you within 10 business days of receiving your return.

  Please follow our return instructions listed on our website. 

  New Era Cap