New Era Cap Reviews 338

Cap too small. When I asked for an exchange they wanted to know when I bought it, I guess with the order number they couldn’t figure that out. Followed their instructions and the app didn’t work so I could return and get a refund. The only customer service person is Cassidy and now they won’t answer my emails

Horrible service. Sent wrong items completely. Called the support that didn't want to help at all was extremely rude and couldn't connect me to a manager and hung up. After having new era caps for over 20 years - I am done. Awful service - DO NOT ORDER FROM SITE!!!!

Everything went wrong I should've never order from this cheat company they wont do refund nor replace the missing product that's some way to compensate your no longer customer new era can keep the money probably needs it more than I do

Worst customer service I have ever experienced. I purchased a hat that arrived with the logo crooked and off-center and after two weeks of messaging New Era to try and get a full refund (portal only allows for refund of item without shipping) they just stopped responding. New Era CS staff just stated that as a policy they do not refund shipping for refunds due to unsatisfaction despite this being a clear defect in the product. In the end I just returned it for a partial refund (total minus initial shipping) but am extremely disappointed that such a large company has such terrible customer service. I personally will never buy anything from New Era again.

New Era hat received payment from me for 2 items. They delivered only one. And has not issued any refund for items not delivered. New Era has not responded to any emails I have sent in regards to inquiring about the fraudulent practice

First off while trying to order, i couldn't get through. Finally went to order, New Era try to charge my card like 6 times. Good think my bank was on top of it, received a confirmation but still haven't received the hat. I think any company that doesn't have a phone number I can call is suspect.

I placed an order that was supposedly delivered (via FedEx, 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.

Fraud fraud fraud. Messed up sent my order elsewhere. Shrug their shoulders refused to help disgusting people. Hope they go out of business..Corp aholes

I ordered three hats directly from New Era’s website for $120. FedEx marked the package as delivered, but it was clearly left at the wrong doorstep. I provided proof with photos to New Era Cap, but they refused to file a claim or issue a replacement/refund, even though FedEx said only New Era Cap can file claims.

Customer service was unhelpful and deflected responsibility, telling me to dispute the charge with my bank instead. This was my first order after switching brands, and I’m extremely disappointed in their lack of accountability. I won’t be ordering from New Era Cap again and advise others to be cautious.

ZERO STAR REVIEW

Impossible to deal with. Never received my cap, it's been a month. They didn't process my billing address as my delivery address and as a result it was sent somewhere else. I did not put in the wrong address, it was an autofill and when I noticed after the order was completed and was unable to edit the order even though it was within seconds. Also couldn't have someone on the phone fix it either. With no corrective measures in place, this order was doomed from jump.

I cannot recommend this company at all. I emailed three times with no response.

Like I said...
ZERO STARS!!

They unclaimed their profile! This company is horrible! I cannot reach them via phone, and they will not reply to emails anymore. Their representative 'Cassidy' couldn't have been more unhelpful and even LIED to me about their company policy! Truly unbelievable. They refuse to refund me for a defective item after their own 10 day processing policy and I cannot contact a live person any more. I hate this company and regret spending thousands of dollars with them. I have been a new era supporter for decades, but will now take my business elsewhere

Lawsuit on the way. They charged my account. But saying it didn't go through. My bank says it went through. Its on my statement. All the proof I need. This place is garbage. Do not shop on this app.

Beyond furious at this point. I didn't know when I ordered hats, they were coming from China. I thought they were coming from New York. I'm in South Carolina. They were shipped to LA, then to Illinois and now supposedly in transit. I'm hella pissed because I ordered them on 5/28 and still waiting. I'll never order from here again. What a joke. Fingers crossed I get everything I ordered correctly. Update. It's 06/29/25 and still no hats have shown up. Pissed as a mofo. Another update. 07/02/25. Says my packages were delivered to my address. I ain't get nothing. These mofos took my money.

Order a birthday gift on 5/23. Was supposed to arrive June 2 according to the shipping confirmation email. Checked shipping status on 6/3, it updated to 6/6. It’s now 6/13 and no hat in sight. Sent an email to get a refund and it bounced. No way to contact, no hat. Will contact my cc company next.

Placed an order on 18/05/2025 for two shirts and two hoodies. After five business days with no update, I reached out to customer service, just looking for a dispatch timeline.

Received no response until I messaged their Instagram team, who prompted a delayed reply from customer service on 26/05. I was told there was a “technical delay” but still no estimated dispatch dat, just vague wording like “in the following business days.”

On 30/05, items from my order were refunded without warning or explanation. I had to follow up again to find out what was going on. Only after emailing again was it confirmed the shirts had been cancelled and the hoodies would ship soon.

The remaining items were finally dispatched on 05/06 and arrived on 10/06, 17 business days after I placed the order.

This contradicts their stated dispatch time of 2–3 business days and delivery time of 2–5 business days. When the package arrived, it was poorly packed. One hoodie looked like it had been removed, scrunched up, and shoved back in.

Overall, the biggest issue wasn’t the delay, it was the lack of proactive, clear communication throughout the entire process.

Final Thoughts:
Most customers are reasonable, we understand delays happen. But basic communication goes a long way. Unfortunately, this experience has put me off ordering again.

Helpful, Friendly and Honestly

New Era Caps has entered an all time low for customer service, no phone calls accepted (the voice mail message is legacy from COVID days), the chat function in the app and webpage do not work and you have to send an email that only guarantees a snarky response with no actual care or service involved.

Their inventory management is also awful and the root of many service issues as they will cut an order for no stock but leave the items on the site to be ordered or bundled, then charge high shipping fees and cut a majority of the order.

Imagine the desire of a consumer to talk to someone in 2025, what a novel concept. Shocked that New Era can't get it right with service or the MLB.

Would love to talk to someone if they gave a damn and answered.

At first I was sent the wrong order but my order came a couple days later. I wrote a terrible review a week ago but since then customer service reached out and I received my entire order.

Ordered a fairly expensive cap and was dubious after seeing the trustpilot reviews after I had placed the order but the cap came within the expected delivery time frame and was high quality and authentic just as described. Would definitely buy from here again.

New era is the most incompetent company I've ever dealt with. Takes way too long to get you order. And the customer service is garbage. I will never spend another dime there.