Business ProfileforNew Era Cap US Retail LLC

6/16 - I made a purchase on the New Era website and paid $15 for "Shipping method: Expedited - Ground (2-4 Business Days)". Upon shipping my order, New Era used "***** Home Delivery" which is neither expedited nor a "ground" service. ***** Ground and ***** Home Delivery are two very different services offered by ***** with different price points. ***** Home Delivery is the cheapest shipping service that ***** offers. If I had paid $0 extra for my order, New Era would have shipped using the exact same ***** Home Delivery service because it is the cheapest. I estimate that it costs New Era about $4-$5 to ship my package. I want my $15 back - it is fraud to charge me for faster shipping and then use the slowest service available. If New Era had used ***** Ground or ***** 3day, I would have no complaint. When I contacted New Era support, Neil told me that the cost had something to do with the warehouse time and that there was no guarantee on processing time. I never once complained about how long it took to leave the warehouse; my complaint is that once it did leave the warehouse, it did so with the SLOWEST service that ***** has to offer. Neil then said that I received my item within the timeframe provided, again failing to understand that my item would have shown up quicker if an actual expedited service was used. Neil then refused my request to speak with a manager or team lead. I requested this at least 4 times. Neil was just sending standardized replies that did not even apply to my questions. I just want my $15 back. Also, "expedited" and "ground" is an oxymoron. Shipping service is either Expedited (1-3 business days) or Standard/ground (up to 5 business days). Home Delivery is an even slower, cheaper option that is usually 5-10 business days.