Brave New LookReviews 510

I ordered masks because I was drawn in by their sleek designs and advertised lead time of two weeks. Well, we hit two and half weeks with no updates and after looking at other reviews, my trust was shaken. I went ahead and contacted them to cancel my order. After the usual attempts to buy my patience (they promised discounted and expedited shipping), they finally agreed to refund my order. I'm not super pleased with the whole experience and I would have much preferred actually getting a mask, but I can't complain too much.

I ordered some face masks on May 3rd. The website says 3 to 9 days to ship. It took over 6 weeks to get the item after sending numerous emails. They auto response with a general email. I finally filed a complaint with BBB and suddenly they shipped the next day. They say that they have two locations in the US where they sew these masks when in fact they are stamped PRC which stands for Peoples Republic of China. They have no working contact number and numerous complaints on BBB. Don't buy from this company!

I ordered masks from this company in early May and they charged my credit card immediately. It is now mid-June and I have not received my order. I have emailed them 3 separate times asking for them to cancel my order and refund my money. It took several days to receive each response back. When customer service responded, they kept offering to go ahead and send the items with some incentive (e.g., free shipping, 30% off). Did I mention I had already been charged the full price? Now the response is that the items are in the fulfillment center and have to ship anyway. I have asked for info on returns and reimbursement, but have not received a response back. I will be calling my credit card company to reverse the charges and will be filing a complaint with the BBB. DO NOT ORDER FROM THIS COMPANY.

PLEASE READ! When face coverings we're impossible to find, I ordered $140 with of masks from Brave New Look. I was told it could take up to two weeks to receive them. One month later I sent an email asking where my masks are and I was told they could not find my order. Then I got another email saying they found my order and they would two day shipp them to me ASAP. Another month went by and still no masks. Keep in mind I can now walk into a store and buy the same thing for half the price. I asked for a phone call. No reply. I asked for my money back. No reply. I asked for my money back once a week for three weeks, no reply! Now I see a shipment is on its way which is not two day shipped, it's taking a week and it's only HALF of my order. Maybe the other half will ship by 2021 or maybe not at all. I have repeatedly asked for my money back and for a phone call from someone in the company and I never get a reply. This company took advantage of me while I was desperate to find masks and on unemployment. They took my $140 and ignored me from that point on. I HIGHLY recommend not purchasing from this company. Their customer service is horrible and they take advantage of their customers especially during our low points. I now have more face coverings than I know what to do with and don't even need these over price ones brave new look scammed me on. It's impossible to get any response for a refund. My only recourse is posting this in hopes others don't get scammed as I did.

When I placed my order on May 13,2020, the website stated 1-2 weeks for delivery. When I inquired about my delivery date on June 4,2020, I received an automated reply that the masks would be shipped within a month of the original order date. In the meantime I had to order masks from another company as I had to return to work. On June 13,2020, I requested that my order be canceled and asked for a refund. I received a reply stating that the masks would be shipped shortly and they would expedite my delivery free of charge. This was a nice gesture but I no longer needed the masks as I had received masks from a different company and asked again to cancel my order and issue me a refund. This email was responded to by offering to waive my shipping fee altogether. Again I explained that I no longer needed the masks and asked for a refund. Brave New Look responded with a 30% discount offer which again I explained that I no longer needed the masks and please refund my order. After that last email, guess what? No response from the company. Shocker. I went to the Better Business Bureau's website and found that this company has had complaints filed against them since 2016 for not fulfilling orders, not issuing refunds and having poor quality products in general. The BBB requested information from the company regarding their policies and practices which, brace yourselves, has not been complied to by the company (another shocker). I am actually shocked that the company has not yet been shut down. Not sure what the BBB is waiting for. I will being going through my MasterCard company to see what recourse I have in getting my money back and I am in the process of filing a formal complaint with the BBB. I have never had such an experience with a company before and such a $#*!ty experience to have to go through during one of the darkest periods in history. Thanks Brave New Look! You're awesome!

I ordered face masks from this company on 16 May and they said 2 weeks I would receive them and here on June 15th they're still playing games. I'm reporting this fraud to the credit card company. I wish I had come out here to see all these terrible reviews on them and I would not have ordered. You can bet I will be telling everyone not to order from them.

I ordered 4 masks on May 3rd and as of today, I have still not received them. I did get an email response from the company on May 26th, reprocessing my order through expedited shipping and still nothing. I guess I should have checked reviews online before I wasted my money and trusted an ad through Facebook. I am extremely dis-satisifed that a company would take advantage, especially during a global pandemic and the crisis we are facing today. No my family and I are stuck with no masks and out the money already spent.

I placed an order in the beginning of May (2020). I ordered 4 face masks and replacement filters as well. About 4 weeks after placing the order and getting no updates on my order, I decided to contact the company, after which I received an automated email telling me that order numbers were through the roof and to have some patience. Well about a week or so after that, I received my order, or at least what they considered to be my order- not what I paid for. I received only 2 of the 4 masks I ordered, and about half of the replacement filters as well. I've attempted to reach out to the company since then, with only another automated email in return, telling me the same message as the first. The e-mail stated that my order "Should be shipping as soon as possible," even though, according to my order number, the order had already been shipped and delivered. I'm reviewing this 2 stars out of 5 (instead of only 1/5) only because I did receive a partial order.

I have been waiting for 2 masks I Ordered early May. They charged my account in May 13 but still no masks. After several robotic answers on texts, it gets to be ridiculous. They even asked if I wanted them to express them to me and I said yes if I don't have to pay extra. Supposedly I am supposed to receive tomorrow and they sure aren't coming express mail. They were shipped by DHL and to be delivered by the post office. I really don't see how these people stay in business. You can't talk to anyone and then you get a robotic response from someone named Diane and also Dinah. I see that Diane is answering complaints here with mostly a robotic response. I told them I wanted to cancel the order and why and they wrote back asking why I wanted to cancel. What part of that request is hard to understand. I was a customer service rep for years and 12 years of phone customer service. We were real people fixing problems of real people and never once did I not fix the problem of our very deserving customers. Wake up people at Brave New Lookthis is not the way you treat people and stay in business. After reading the reviews, I am now concerned that they won't be worth what I spent for them. I am 82 and my husband 83 and we needed these but not sure now. We probably need the money more than the masks but they ignored my requested for a refund. I do not recommend this company. Shame on me for not checking reviews which I usually do.