Brave New Look Reviews Summary
Brave New Look has a rating of 1.7 stars from 510 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Brave New Look most frequently mention customer service, credit card and face masks. Brave New Look ranks 1906th among Women's Clothing sites.
Instant Feedback
I ordered four bracelets for Mother's Day. They were ordered on April 24 and I thought I was cutting it close, but it would be okay. Today is May 27, over a month since I placed my order. I am going to report them to PayPal and request a return for my money!
I ordered mast about a month and a 1/2 ago they said it would be delivered by May 9th or 12 it has been 3 weeks I have requested a refund or at least the product they have not sent me either one. They did respond however they blew the proverbial smoke up my behind. If you're looking for something to protect your family stay clear away and find a company that has a better business model.
I've sent emails - texts - tried call, but phone number is wrong. I cannot get my order straightened out. I had 2 orders - 1 for 2 masks and 1 for mask filters. They have managed to fill the mask filters twice, but I've never received the masks that I've paid for. What a disappointment!
I ordered masks almost a month ago. They claim to ship in 1-2 weeks. They charged my credit card on the day I ordered (shouldn't charge until ship) but I have not received masks. Their lame response is "you are in the queue" and "do you want me to give you free expedited shipping?". Well of course I would like free expedited shipping but you still have not shipped! They just tell you something to put you off. I just called my credit card company and reversed the charges. Anyone else who ordered from them should do the same! I wish I had read reviews before I purchased. Shame on you, Brave New Look for taking advantage of people during a pandemic!
I ordered $230 worth of masks over a month ago. I contacted the company and they responded telling me that I would "probably" receive them within the next 7 days. I originally ordered them because the turn around time was between 7 and 10 days, now 30 days and counting. At this point I've emailed the company again and they will not respond to me. I will contact the Better Business Bureau and my bank To get my money back.
Hi there, thanks for your feedback. My name is Marla and I’m reaching out on behalf of the Brave New Look team.
I’m so sorry that you’ve had to deal with this frustration while ordering from us. Due to COVID-19, we’ve had to face some new, unique challenges. We’re working around the clock to quickly address these issues and we have hired additional staff to help to speed up response times.
We would like to make this right. Please email us at VIPsupport@bravenewlook.com with your order number and our team will get back to you right away.
Best,
Marla
I ordered face mask on May 2, 2020.it is now may 26. I needed these mask for dr appointments. Very disappointed with this company.
Terrible customer service. Product ordered never arrived and no one at Brave New Look would provide a status update. Brave New World is a total scam. Look them up on BBB. They are rated F. Stay away from this fraudulent company!
Never received! Been 29 days...
Been waiting since April 25 --- ordered some masks.
Only heard from them once that they got my order.
I ordered masks on April 27th. Still have not received them almost a month later! I email frequently only to get a reply to be patient, and I would receive expedited shipping. I asked for a refund today. I'm going to contact PayPal to see if they can help. Then BBB. It angers me because my family really needs them. They are taking advantage of people in a time of need
Hi Kim, thanks for your feedback. I would like to personally apologize for your frustration and the delay.
In response to customer requests, we repurposed our apparel supply chain to produce cloth face masks, like those recommended by the CDC for non-medical use. Due to high demand and issues related to COVID-19, we have faced some delays.
I can confirm your order is in transit and you will have it this week. I’d like to work with you to make sure you’re happy with the order. Please email us at VIPsupport@bravenewlook.com to discuss further.
Best,
Marla
It's been 5 weeks since my order of 55.00 for masks, I emailed them before my purchase and
They told me they were in stock and would take a week for delivery.
Since then 5 weeks ago I have sent them an 2 emails a week, I get the
Same reply email saying we can upgrade your shipping. I needed these masks for work 3 weeks ago.
HORRIBLE CUSTOMER SERVICE, APPARENTLY THEY ARE NOT IN STOCK,
DONT WASTE YOUR TIME AND MONEY WITH THIS COMPANY,
UNLESS YOU WANT TO WAIT 6 WEEKS FOR YOU PRODUCT.
My fault because I didn't do my homework 1st.
Did not do my homework and read reviews before ordering. I ordered mask on April 26. My order was confirmed and that's it. With everything going on I figure it would take at least 2 weeks but nothing as of yet. Puzzled because I see where some have order in May and have received in about 2 weeks. My daughter is very big on reading reviews and the first thing she says is " they gotcha". I guess it's true!
Hi Barbara, My name is Marla and I’m reaching out on behalf of Brave New Look. I’m very sorry to hear that you had a frustrating experience while ordering from us.
I’d like to figure out what’s going on with your order, would you please send me an email at VIPsupport@bravewnewlook.com and we’ll make this right. Tell your daughter not to worry!
Best,
Marla
These are the nicest masks I have seen since all this virus mess started. They are double thickness, well fitting and really nicely sewn. Will order from this co. Again as needed. I rec. Within a couple of week of ordering. They were packaged very nice.
Hi Stormie, we're glad to hear you love your masks! Thanks so much for taking the time to review Brave New Look.
I'm clearly not alone. I never got my order either or any communication and it's been 1
Month. From the other reviews you have less than a coin flip chance of receiving your order. Good luck, but highly recommend staying away!
Not only did I give this fraudulent company my money, but recommended a friend to do the same. I ordered face masks from them without researching their background and am sorry not to have done my homework. They will take your money and never ship your items. However, they will promise to expedite your order when you contact them, which turns out to be untrue. Reader, beware, do not purchase from this company, they are conducting fraud and should be pursued with legal proceedings.
Hi Donald, my name is Diane and I am from the Brave New Look team. I am very sorry your order has been delayed and had a bad experience with our support team. I'd like to let you know we've been working around the clock to deliver masks as soon as possible. Could you please send us an email at VIPsupport@bravenewlook.com and include your order number? I want to investigate this issue further and make it up to you.
Diane
I waited two weeks and my masks were not shipped out. In the attempts to contact them I received no response from the email address and the phone number was disconnected. Probably not even a real company - and their masks are WAY overpriced.
I received an email from a company I have done business with (Mint & Lily) saying that they had partnered with Brave New Look to provide face masks. I ordered for myself and for my family on April 21st, 2020 and never received anything. They charged my credit card that day and I have messaged, emailed and texted until my fingers bleed with no response. Please don't do business with them or Mint & Lily.
I should have done a review search first before ordering from Brave New Look. Did not receive masks. Did not receive refund. They have not replied to Paypal dispute either. Spend your money elsewhere.
Wish I had read reviews before purchasing a face mask. I've emailed them twice and no response. At this point I wish I could get my money back
Hi Deborah,
This is Diane from the Brave New Look team. I am sorry for the lack of response. Due to high demand and issues related to COVID-19, we have faced some delays. Could you please send us an email at VIPsupport@bravenewlook.com and include your order number? I'd like to make it up to you.
Diane
No response from customer service via email and phone number is disconnected. Ordered masks 3May and now it is 18May and they don't respond to email and the phone is disconnected. This is unprofessional.
I have never ordered from this merchant however, I wanted to educate those who are threatening to file a fraud claim, as this is my line of business. There are two types of disputes, a fraud claim and a billing dispute. To file a fraud claim, someone must have obtained your payment information without your knowledge and permission. If that is not the case, it is a billing dispute, not fraud. If you are one of the individuals who've not recieved any merchandise, and you've attempted to resolve this with the merchant to no avail, then contact your bank and tell them you want to file a billing dispute for merchandise not recieved. The most commonly denied claims are due to them not being filed correctly. If you pay for something and receive nothing in return, which happens, you will win the dispute if you assist the bank with a description and respond with correct information if its requested. You will lose if you file a fraud claim and in some cases, it can't be reassigned after as a billing dispute.
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- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Nicholas, I am deeply sorry for the delay with your order. We repurposed our apparel supply chain to produce cloth face masks, like those recommended by the CDC for non-medical use. Due to COVID-19, we’ve had to face some new, unique challenges. We've worked hard to overcome these issues and we now have tens of thousands of masks in stock and are shipping thousands of masks each day. Could you please send us an email at VIPsupport@bravenewlook.com and include your order number? I'd like to look into your order and make it up to you.
Diane