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What specific issues do customers report most often about New Era Protect's customer service?
Executive summary
Customer complaints about “New Era Protect” (products and related sites in the result set) most frequently centre on shipping delays and poor refund/returns handling, while other listings about “New Era” brands show problems with slow or unresponsive customer service and order/stock mistakes; specific examples include missing or delayed refunds and long dispatch or tracking waits [1] [2] [3]. Coverage is patchy and conflates at least two distinct companies or product lines — a supplement called NewEra Protect and apparel/consumer brands New Era/ERA Protect — so conclusions must be qualified by that ambiguity [1] [2] [3].
1. Shipping and tracking delays — the most consistent complaint
Multiple consumer write-ups single out longer-than-expected delivery times and lack of clear tracking updates as a recurring frustration for buyers of NewEra Protect and similar products; the piece summarizing complaints explicitly lists delayed delivery and “a lack of clear tracking updates” as a recurring theme [1]. Local press coverage of NewEra Protect also mentions “delayed delivery” and temporary stock outages that annoyed customers even where efficacy reviews were positive [4].
2. Refunds and returns — missing or slow reimbursements
A major thread in the Better Business Bureau entries and complaint logs for New Era relates to refunds: some customers say they returned items but did not receive the expected refunds, or refunds were partial, and support cited a standard “10 business days” window that customers still found unmet [2]. At least one customer compiled order-by-order notes claiming New Era “still owes $238.99 + applicable sales tax” after returns where refunds were not issued promptly [2]. Coverage of NewEra Protect’s money‑back policy claims the process should be straightforward, but independent summaries list refund processing as a source of complaints [5] [1].
3. Unresponsive or slow customer service, and communication gaps
Trustpilot and other review excerpts show customers reporting long waits for responses, difficulty getting live help, and in some cases no reply after lodging complaints — e.g., a Trustpilot reviewer said they raised a complaint three weeks earlier and “no one from customer care even bothered to get in touch” [6]. New Era Cap reviews likewise recount delayed replies and needing to escalate via social channels to provoke a response from customer service [3].
4. Order/stock management problems — wrong items, inventory errors
Customer narratives about New Era Cap describe inventory and order-fulfilment failures: items shown as available then cut from orders, incorrect items shipped, and high shipping fees despite partial order fulfilment [3]. For ERA Protect (a different brand in the set), reviews include product failures (e.g., a “rubbish lock system”) compounded by the reviewer’s complaint that customer care did not follow up [6].
5. Mixed signals from company pages vs. third‑party complaints
Official support pages and product descriptions emphasize customer-care channels and policies — New Era lists email/contact guidance and a help centre (phone support suspension noted), and some product pages state a full money-back guarantee and support contacts [7] [8] [5]. Those official claims contrast with user reports of delays and missing refunds, creating a gap between published policy and some customers’ experiences [7] [5] [2].
6. Conflation risk — multiple “New Era” entities in the sample
The search set mixes different entities: NewEra Protect (a supplement brand), ERA Protect (a lock/alarm brand), and New Era Cap (apparel). Each has separate complaints patterns — shipping/refund issues for the supplement; product failure plus non-response for ERA Protect; inventory and rude or slow service allegations for New Era Cap — so attributing a single list of faults to one company risks inaccuracy unless the user means a specific brand [1] [6] [3].
7. What the sources do not say (limits of the record)
Available sources do not provide comprehensive quantitative tallies (e.g., percent of orders affected), formal company responses aggregating root causes, nor regulatory findings against NewEra Protect specifically; where disputes are recorded (BBB) they document individual unresolved refund claims but not company-wide adjudications in these snippets [2] [1]. Also, some product pages assert a reliable refund process or 100% money‑back policies, but independent verification of consistent policy fulfilment is not present in the excerpts [5] [4].
8. Bottom line for consumers and journalists
If you’re investigating customer service for any “New Era” product, focus reporting on three verifiable themes shown here: delivery/tracking delays, refund/return failures, and slow or non-responsive support — and clarify exactly which corporate entity or product line you mean because the available reporting mixes at least three brands [1] [2] [3]. For claims beyond these sourced complaints (for example, systemic fraud or regulatory enforcement), current reporting in the provided materials does not mention those outcomes and further primary-source investigation would be required [2] [9].