The absolute worst customer service compared to any other business selling masks. They brag about "new" warehouses, etc (California) that will expedite shipping and still have nothing to show. I ordered once before (waited 2 mos) and thought I would give them another shot, but to no avail, still the worst business and even more pathetic customer service. Ordered from another company (same distribution location) on the same date and have already received the order. Don't waste your time/money on this outfit. And as usual blames COVID-19 for everything they suck at but brag about their new facilities opening and how that will improve their service. Hahahahahahahaahahhaaaaa. Fool me twice only.
I ordered four masks and one packet of five filters on May 4th. On May 23rd I contacted the company to find out a status of my order, and a rep called Claudine replied on May 247th stating that it was at the top of the list and would be going out to ship within a week. On June 6th I contacted the company again and asked where my order was, and once again I was given the same information, it was going to ship within the week. On June 16th, I contacted the company yet again to find out where my order was, and on June 17th I was given a shipping # and told by Claudine that she could confirm that my order is currently in transit to me an gave me a link with the tracking number with DHL Global. I checked the tracking on June 18th with DHL website and it stated that the tracking order cannot be located. I once again contacted the company and explained this information, and their excuse was that my order was still waiting to be picked up by DHL. On June 24th at 10 am, I contacted DHL to find out about the status of my shipment. As per my conversation with them, they stated they have no reference of that tracking number in their system. When I told them what "Brave New Look" had told me, the DHL customer service rep said that once a shipment docket is generated by a company it is picked up within 24-48 hours. Therefore Brave New Look, have completely lied to me through this whole process, and even sent me a bogus tracking number, and have stolen my money under fraudulent advertising!
I contacted PayPal, to get a refund for the masks, and within a few days of my complaint I received two masks and one packet of filters... but still missing another two masks. I received a notice today that paypal cannot help me because a shipment was made from this company, and that apparently is enough for Paypal not to investigate anymore! Obviously BraveNewLook didn't tell paypal that only part of the order was shipped. This company cant even be honest with PayPal, this company needs to be shut down for their fraudulent and outright lies that they are giving not only to customers but also financial institutions!
Upon doing my own research on the BBB about this company, I have found that they have a 1 star rating and numerous complaints from other buyers who have not received their merchandise. I will also be reporting this company to the BBB, and also to the Attorney General's Office of CA as the company are located in CA.
On a family visit away from home, I ordered four masks plus two 5-packs of replacement filters on May 14, assuming that the quoted shipping time of 1-2 weeks would get them to me before I returned home June 4. When I advised BNL on the same day of my June 4 departure, Ian kindly replied that he had "processed [my] order through expedited shipping." On May 31 BNL notified me that the filters and two of the masks had been shipped, and the next dayJune 1I received shipping notice for the other two masks. At this point it was obvious that I wouldn't have the masks for my trip home, but presumably the forwarding order I'd filed with the USPS would get them to me eventually.
On June 10 I received notices from BNL that both packages (both described as "the last items in your order") had been delivered, and indeed the USPS did deliver the package containing the filters and two of the masks. In contrast to many reviewers, I have no complaints about the masks, which are quite satisfactory. They're nicely made and fit well. Inserting the filter is a bit of a hassle, but will doubtless become easier with practice.
The problem is the missing package. The delivery notice includes a link labeled
Haven't received your package yet? Let us know
So I did, but BNL responded
Thanks for reaching out! Your last order, #*******, was marked as delivered
To
A package is marked as delivered to show up at your door. If it's been more
Than a couple of days, I can connect you with an agent who can help
Investigate this issue.
This message has been sent from an automated chatbot. If you have
Any other questions or did not receive the answers you needed, please
Respond to this message with "more help" and a real human agent will
Connect with you as soon as possible.
So I gave it nine more days and emailed BNL again about the missing package on June 19. So far (July 1) BNL has not responded.
My take on this is that BNL means well but are hopelessly unprepared for the pandemic-induced demand for masks. In BNL's defense, it should be noted that the problem could be the fault not of BNL but of the USPS, but if USPS were confused by the fact that BNL had assigned both packages the same tracking number, the blame falls back on BNL.
Advertised on Western Mass News and ordered that night and took money that night and triedemailingseveraltimes with no response at all. One big scam.
BAD BAD BAD company, they offer NO customer support with NO phone number I wanted to exchange a pair of leggins and the answer was NO!
Where is my bracelet?
Company doesn't respond to complaints.