This business is not BBB accredited.

New Creations

Phone: (808) 847-6600 Fax: (808) 847-6677 View Additional Phone Numbers 2016 Colburn St, Honolulu, HI 96819 View Additional Web Addresses

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This company offers design, printing, embroidery and distribution of uniforms.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for New Creations include:

  • 6 complaint(s) filed against business
  • Failure to respond to 2 complaint(s) filed against business

Factors that raised the rating for New Creations include:

  • Length of time business has been operating
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

6 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 4
Total Closed Complaints 6

Customer Reviews Summary Read customer reviews

0 Customer Reviews on New Creations
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 18, 2002 Business started: 04/01/1996 Business started locally: 04/01/1996 Business incorporated 01/11/2001 in
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W40783036-01.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W04713912-01.

Type of Entity

Sole Proprietorship

Business Management
Mr. Norman H. Moriya, Member
Contact Information
Principal: Mr. Norman H. Moriya, Member
Business Category

Uniform Supply Service Embroideries - Uniform Screen Printing Garments - Printing & Lettering Uniforms Designers - Apparel

Additional Locations


    2016 Colburn St

    Honolulu, HI 96819 (866) 296-8585


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

10/27/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased school uniforms from this company, online through their website. I ordered the uniforms on May 28, 2015, and they charged my credit card on THE SAME day, May 28, 2015. They did not deliver 2 aloha shirts, totaling $48 plus tax, and they have not refunded my money yet. They have had my money for almost FOUR Months. I have emailed them 3 times, and attempted to call numerous time (no return calls) and have yet to receive either a satisfactory response or my money refunded.

Desired Settlement: I want my money refunded!

10/15/2015 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I placed an order for school staff uniforms at Kula Threads/New Creations at the Colburn Street location on 6/22/15. Three months later, I am still waiting for my order to be delivered to my school. When I placed my order, I asked when the staff shirts would be ready and was told that I should receive them at my school's Open House (scheduled for 7/27/15). My order was not delivered on July 27, so I called the business in the beginning of August to inquire the time frame of delivery. The person I talked to checked the status of my order ("awaiting fulfillment," which I could already see online through my account) and said she would call back with an estimated date of delivery. I did not receive a call back. During the third week of August, which was two months since I placed my order, I used the Contact Us form on the Kula Threads website to inquire about my order again. I received no phone call or email. I know of a teacher at my school who placed a staff uniform order when school started in early August, and she received her order earlier this week. I have been waiting twice as long - three months - with zero communication or follow-through. My credit card was charged on 6/22/15 (posted on 6/23/15) but I still have no product. That this business will take customer money but not fulfill the order for months is of serious concern. This is not the first time I have had issues with receiving an order from New Creation/Kula Threads. I have an email dated 10/26/2012 that I sent to the business more than 2 1/2 months after I ordered to express the same frustration. It is unfortunate that our school only uses New Creations/Kula Threads to fulfill our school uniform orders, otherwise I would have taken my business elsewhere years ago.

Desired Settlement: I would like my order to be delivered by the end of the month, if not earlier. If New Creations/Kula Threads will not be able to do so, I would like them to call me to explain. I would like New Creations/Kula Threads to improve their communication and follow-through (i.e., returning phone calls/emails, not giving the customer false-expectations, following up with customer if delivery date will change, etc.).

10/1/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: On June 2 & June 8, 2015, I placed two separate online orders for (Molokai Middle School) STAFF uniforms. (In 2014 I ordered uniforms in summer, and received them in late Oct 2014, therefore, I felt that surely the same problem could not happen again.)However, it is now Sept 8th, and I am still waiting on my Staff uniforms. I have called a minimum of 5 times since the start of school, July 24th. Each time, I was told a different status. I had the same problems last school year: "it will be shipped at latest, this week", "it was shipped already", "it wasn't even processed". I expressed to all the different agents that I really needed my uniforms, because it is SO HOT, and I don't have anywhere to shop on Molokai. The point is, committed my $170 and I expected to get my clothes for work. I am well aware that Kula Threads is busy fulfilling student orders. There are also a handful of students here that still don't have their student uniforms. I have called 3 times in the last week, and each time there is no answer. I pressed Zero for operator, and it goes straight to a busy signal. frustration...Not to mention that I'm always driving to the post office, hoping that a package is there. Bottom line - frustration from lack of proper communication with the customer.

Desired Settlement: I would like to have all my uniforms asap. I feel an adjustment to my bill would be in order, since this is a reoccurring inconvenience. I would expect that all Kula Thread staff who answer the phone are on the same page, and disseminate the same information. Misinformation contributes to frustration of customer. I would like to be contacted by the business, on my cell phone 658-1181.

12/3/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: In May 2014, I preordered a starter packet (5 shirts) for the 2014-15 school year that was to be ready for pick up during our open house on July29. At the open house, my order was not ready, nor was there a record of my order. I checked my bank transactions and found that my check to New Creations had cleared in June. When I brought that to ****** attention, I was assured that I would have my shirts by the 1st day of school (and he would look into why they did not have my order processed). Needless to say, the 1st day of school came and I still did not have my shirts. At the end of the first week, one of the reps for New Creations dropped off shirts to our school and brought ONE for me. It wasn't even the color that I had ordered. BTW, I am a teacher at our school (******) & other teachers have had to wait long for shirts, too. I was told that they did not have my size and would be getting it shortly. That was in August. August came & went and I still did not get my shirts. Then in September, I was told by **** (again) that they were "going to production" and I should have my shirts by the end of the week. He also stated that since I had been waiting so long, he was going to refund my entire purchase, as well as provide me the shirts. September came and went and I still did not have my shirts (nor my refund). We went on Fall break in October and when we came back to school, I was informed that I would not receive my shirts for another two weeks. I called **** again, and this time I left a message that I did not want the shirts already. I stated that this was totally unacceptable for me to have waited so long and I wanted my money back. I cannot understand why they could not have bought blank shirts from ******** ** (or wherever) and made them! I specifically ordered royal blue t-shirts this year because the other colors (sky blue & navy blue) were cheap quality and did not last long (faded & discolored). To this date (10/23) I still have not received my shirts, nor have I received a refund.

Desired Settlement: I want a full refund and the five shirts I ordered. I should get t-shirts for life since they made several promises and did not fulfill any of them. If their desire is to provide customer satisfaction, I can assure you that this customer is far from satisfied!!

2/11/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: In May of 2013, an order form for uniform shirts for Waipahu Elementary School was distributed to students for the new school year 2013-2014 from Kula Threads/New Creations. An order was placed through the website for Kula Threads. Per the website they advertised starter packages and two new items which were the Heather longsleeve shirts and Heather Hoodies. In May of 2013 prior to the 2012-2013 school year ended an order was placed with Kula threads for 1 Starter Package 2 Longsleeve shirts and 1 Hoodie. After placing my order on line for these items I called the office of Kula Threads and spoke to ******* she informed me that all orderes will be delivered to the school for pick up during open house which was on August 2, 2013. My order was not at the school during open house nor was it there until 2 weeks after the new school year started which was August 5th 2013. Then when I did get my order they gave me youth large shirts instead of youth small. So I called Kula Threads and spoke to ****** explained to her I ordered youth small but received youth large, she told me to come down and they'll make the exchange for me which I did a few days after receiving the wrong order, it was then that I spoke to Norm regarding my back order of longsleeves and hoodie he told me they wont be printed until October 2013 because I was the only one from that school that ordered the longsleeve and hoodie. Since then I've been calling every other week to check on my order and nothing has been done. I spoke with ******* early November and she assured me my order was printed and sent out and that she was compensating me for the long wait for my order I called back 2 weeks later ******* wasn't in so I spoke to ****** that my promissed order hadn't been received along with the compensated check that ******* said she was putting in the mail. She said she'll leave a message for ******* to call me to no avail. This is now December 31st of 2013 and I still don't have my backorder of longsleeves and hoodie. Product_Or_Service: May 2013

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for my items be printed, however I would now need to order Medium longsleeves and Medium hoodies instead of the small I originally ordered. I would like the vendor to call me when my items are ready so I can personally pick it up. If I am the only customer ordering an Item and you the vendor cannot fulfill my order then I think I should be notified immediately instead of having it drag on for months.

Business Response: Initial Business Response /* (1000, 10, 2014/01/30) */ From: ******* ****** (mailto:******* Sent: Wednesday, January 29, 2014 4:21 PM To: Better Business Bureau Cc: ******* ****** Subject: Re: BBB Complaint Case# ******** (Ref#86-14002007-********-7-401) Aloha *******, Im so sorry I only now got this email. The situation has been resolved with Ms. *******. We did contact her directly and we got the situation taken care of. Mahalo, ******* ******- ******* School Operations

1/2/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dear BBB: I would like to file a sales issue complaint against New Creations based on the following series of events: 1. On November 20, 2013, I placed on order for 3 t-shirts on their website ( and received an email confirming my order (see Attachment A). The confirmation noted that, "Orders typically ship out 1-3 days." 2. On November 29, 2013, I called their office at ***-**** at 10 a.m. since I had not received my order nor was I informed of the status of my order. After several rings, it went to an automated greeting which said I would be transferred and then it hung up on me. 3. After being disconnected. I could only assume that they were closed. However, nowhere was this closure mentioned - not on their voicemail and not on their website. In fact, on their website they posted an announcement that they were closed on July 24th and July 25th. Why not notify their customers that they would be closed on November 29th too? (See Attachment B.) 4. On December 2, 2013, I called their office at 9:30a.m. again to follow up on my order. This time I spoke to a woman named *******. She pulled up my order and told me that the 2 adult shirts were not yet available and that she sent the youth shirt to my son's school (Ali'iolani) on November 20, 2013. I did not select the option to have the shirts sent to the school- in fact I paid for postage to have the shirts sent to my P.O. Box. Why was it not communicated to me that the shirt would not be sent to me? Why make a decision that is not what the customer requested? I told her that my son to date has not brought home any shirt. She offered to resend the youth shirt and I told her not to. ******* was pleasant enough on the phone; however, at no time did she offer any solutions regarding the adult shirts or apologize for the delay or even offer an explanation. I asked her to cancel my entire order, which she said she would do. 5. The Kula Threads website makes the following statement: "As a company we take pride in servicing our customers with Aloha, making sure their concerns are eased and their needs met." I can attest that that is not a true statement- my concerns were not eased and my order needs were not met. For 11 days, from the time I placed my order was there any communication from this company that my order could not be fulfilled. There was no indication when I placed my order that they were out of stock or any notiCe of an estimated time frame. These shirts were ordered in ample time to be worn in the Kaimuki Christmas Parade on December 5, 2013. I am unhappy that this company could not make that happen. For an A+ accredited BBB company, I expected better. I am requesting that New Creations not bill me for anything, verify my cancelled order in writing, and do a better job with communicating with their customers. Sincerely, ***** ********** P.O. Box **** Honolulu, Hawaii ***** Email: ************

Desired Settlement: I am requesting that New Creations not bill me for anything, verify my cancelled order in writing, and do a better job with communicating with their customers.

Business Response: Initial Business Response /* (1000, 13, 2013/12/30) */ December 30, 2013 Better Business Bureau 1132 Bishop Street #615 Honolulu, HI 96813 Re: Case #******** Aloha Mr. **********, Mahalo for bringing this matter to our attention. Per our conversation last week, we sincerely apologize for the poor experience you had with our company. I would like to address your concerns as well as discuss resolutions so that you can be confident in knowing that customer satisfaction is very important to us, and that as a company we do strive for excellence in all aspects of our business practices. (The issues are addressed in the order of which you wrote them.) 1. "Orders typically ship out 1-3 days,"- If the items are in stock, this is a true statement. We have items readily available on our shelves that we pull from daily. If you opt for USPS home delivery, like you did, orders are shipped out within this time frame. If the items are unavailable, the website does let you know that you are pre­-ordering that item. Please see the screen shots below of the items that you ordered. Solution: We will be working closely with our web technicians to change the verbiage on the notifications to communicate more effectively that the Item Is out of stock and will take longer to ship out. 2. Automated Greeting: We have two phone lines here at New Creations, and when line one is in use, the automated message is supposed to transfer you to our second line. We have not been able to use this line for quite some time. We have contacted Hawaiian Telcom on several occasions, and filed a case regarding it. Solution: Hawaiian Telcom has been contacted and notified of this complaint,as well as a complaint of our own. A technician has been scheduled to come out and repair the damage to the line. (Case# ******) 3. Closure Notification: This was an oversight on our part. We strive to post all information on our website that affects our customers, unfortunately in this case we failed to post the notification. Solution: This task has been re-assigned to our technical support team, and they will be posting all closure information on a regular basis. 4. *******: She was hired here as a temporary intern for our company requesting training in the customer service department. She was assigned to pull and ship all incoming orders from our web system, as well as handle phone calls regarding these orders. As a company, we do not make a habit of changing shipping methods, especially without first notifying the customer and getting approval of the change. Unfortunately this was a rare mistake. Solution: ******* Is no longer an intern with our company. We have started a search for a replacement, and we will take all necessary steps to hire a more qualified assistant. We will also ensure that any and all staff,permanent or temporary will go through to same thorough training process to better assist and handle all customer communications and orders. As a company we do strive to serve all of our customers with aloha. It is very unfortunate when situations escalate to levels of this magnitude. I can assure you that moving forward, all staff will be trained to better assist and answer all customer inquiries, as well as thoroughly communicate any and all issues regarding the order within a reasonable timeframe. Your request to not be billed for anything, has been honored, a refund for the entire order amount as been confirmed. As of December 27, 2013, your order has successfully been cancelled, and refunded. Once again, we do sincerely apologize for the experience that you had with our company. We do hope we have addressed your concerns adequately, and ask that should you have any more questions or concerns, that you contact us directly, as we will be more then happy to talk with you and address any and all concerns that you have. Sincerely, ******* *. ****** Department Manager Kula Threads, LLC (808) ***.**** ******* Final Consumer Response /* (2000, 15, 2014/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Customer Review(s)

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Customer Reviews Summary

0 Customer Reviews on New Creations
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Negative Experience (0 reviews)