Brave New Look

I ordered a simple black mask on May 7,2020 and received it today June 10,2020. I chose this company because the company claim was that their products would be shipped within 10 days from the US. Here is the statement from their company located on the fulfillment page on their website:

All of our items are made to order. We do this to keep our operating costs down by not paying to store inventory. This allows us to keep our business operations and manufacturing here in the USA.

After contacting their customer service two weeks after placing the order I got an email telling me that their production was behind but that my order was coming to the top of the list and my mask should ship shortly. Took another two and a half weeks to get my shipment.
Here's the thing - packed with my mask was a certificate of quality printed in Chinese. Obviously this company is scamming people into believing that they are buying from an American company selling their own goods, manufactured in this country, when actually they are importing goods from China. FRAUDULENT advertising and FRAUDULENT company. STAY AWAY.

I placed an order Feb 1st for 2 pairs of leggings, was really excited about getting them but that was nearly 6 weeks ago.The tracking on their website says they should have shipped Feb 12th, but here we are March 9th and no update on if its been shipped and no product.

I understand it takes time to prepare and ship products and me being in Canada I did expect a delay. But I was hoping for realistic timelines and order updates which I have received zero. I've tried emailing their *******@bravenewlook.com directly, as well I submitted a request through their web form, and I've ever Tweeted at them with absolutely NO RESPONSE.

This site is horrible and at this point I'm ready to report them for theft. This is no way to do business, if there is a delay TELL ME, don't just ignore me.

I should have looked at the reviews before hand, that was my first mistake. DON'T ORDER FROM THEM

Delayed order by a month. Cancelled order and instead of providing a refund, they charged again. Waiting for the double refund.

This company responded quickly to my communication and fixed my order. I am
impressed by this company and their efforts to ensure I received what I ordered. Great customer service.

My masks were lost in the mail and they sent a new order. Great job Customer Service! Thank you for your quick response.

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.

Everything that the negative reviews say about this website is true.

The website itself looks very well professionally done.
The problem is they are a scheme - they don't actually have any product to sell.
If you tried to buy one of the face mask to protect yourself during COVID like I did, well guess what. They have zero stock. Nothing, nadda.
What this company is doing is collecting funds from people who are gullible enough to purchase and then pitching them this baloney "it will take 1 -2 weeks to deliver your product". Well guess what I waited 3 weeks and got nothing in terms of tracking numbers or delivery notifications. Just a generic email from their server bot that said they have a back log of over 10,000 orders they are trying to fulfill. Well duh. We are in the midst of a pandemic but if you can't deliver just be more honest and upfront with the customer's money and offer a refund, no hard feelings.
I emailed multiple times and got no response. So I had to call my credit card company and file a dispute in order to get my money back. And even then it's a 90 day thing with my credit card company so no guarantee's I will even get my money back.

Do yourself a favor and stick with Amazon only. These nefarious online retailers are cashing in on this COVID situation and taking money from good and hard working people under the false premise of selling something that may protect people.

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.

I placed an order on 5/3 for 2 Face masks with 15 additional PM2.5 filters, order# *******. Confirmation states ships in 1 to 2 weeks. On 5/12 I reached back out to see how they were doing, customer support indicated will ship in 7 to 10 days which means 5/19 to 5/22. On 5/20 reached back out to check on the status, the response was my order was at the top of the queue and would ship in 1 week which puts it at 5/27 and they would expedite the shipping.
5/29 have not heard a thing so I reached out and initially no response so I sent a fresh note to customer service, the response was I should receive my order in 3 to 4 weeks from my original order date (I ordered on 5/3 so I should receive between 5/25 and 6/1).

I went back to their website and they still indicate that Face masks are available now and will ship in 10 to 15 days which is deceptive at best.

If you have ordered face masks and are not receiving your order contact the Dept. of Justice Fraud which is exactly for reporting these type of issues (Face Masks is one of their selections)
https://www.justice.gov/disaster-fraud/ncdf-disaster-complaint-form