Brave New LookReviews 510

Due to an incorrect address my order was sent back to BNL. It is impossible to get anything, but a canned answer from them. I sent proof that the order was sent back to them and all I get is an e-mail response saying

"Thanks for contacting us. I am so sorry for what happen to your order.
Unfortunately, once the package has been shipped it is more difficult for our end to change the details of your address.
Let me know if you have any questions. We're here to help."

Totally useless. Do Not Order from These People under any circumstances. You can find the same masks on Amazon.com from a better supplier and they will be delivered within a week.

I love the images for these masks... I ordered the earth, Van Gogh's Starry Night, a galaxy and sugar skulls because the online images *looked* like another mask I'd gotten that's form-fitting (fitted over the nose, under the chin so it stays in place and the edges are snug to your face.) I liked that these had the adjustable ear loops and a filter pocket. Mostly loved the images. But the masks are just ovals with non-stretchy edging/loops and though by most standards I wear an adult small, I had to get rid of the adjustable beads because the mask otherwise smashes my nose down. Since the mask is an oval, despite my nose being smashed and the material being in my mouth if I attempt to speak, it gapes wide open at the top and bottom. So because it doesn't have anything (nose tuck, chin tuck) to seat it on the face well, speaking also causes it to ride up or down, meaning you're fidgeting with it constantly. With just a little more effort, these could be sewn with a chin/nose that would make it more functional. The ability to add a filter is nearly moot because of the gaping. I wish I had sewing skills because I keep trying to figure out ways to modify them so that I can use them, because as is, I don't ever choose them over my fitted masks because they are just for pretty and honestly that does not cut it in a pandemic... I can't even choose them for pretty because their fit is so annoying. These also cost more than my fitted masks, even with the discount for buying 4. So in the long run, not worth it. I would submit to Brave New Look that you work on modifying your mask architecture and bring the price down a bit. 1 star because it's a mask and cool images, 0 stars for fit, function, usability.

I am not a giant person, just an average/tall female. The mask I received was barely large enough to cover nose and mouth, barely a 1/4 inch to tuck under the chin. So it's absolutely worthless for Covid-19, for more money than most. Guess I was taken in by the hype and the pretty pictures, and I am learning to read customer reviews. I wouldn't buy anything from this company again.
AND- I heard from customer service. In response to my complaint about fit, they reminded me of their adjustable ear loop thingies (which affect, of course, width from ear to ear and not length from nose to chin), and informed me that the masks are "one size fits all"- ie, if our mask didn't fit you, there is something wrong with you.
Rather than pay customer service people to insult and annoy disgusted customers, maybe they could take that money and invest it in making a better product. But apparently that is not a priority, or they'd have done it already. This isn't rocket science.

I normally buy clothes from this store and they have great quality. The masks they are selling are complete junk. Mine came in ripped and falling apart. They would not refund my purchase because the customer service representative said masks are "personal items" and cannot be returned. Junky products... junky customer service. Some companies step up during COVID... this one just wants to be greedy and take advantage. I will NEVER buy clothes there again.

Just like others are saying, I received masks that were not the same as pictured on their website. I was told they couldn't be returned and to just donate them and that my complaint would be sent to the production team. I just kept emailing saying that I just wanted answers to my questions as to why my mask looked different than what I ordered. They must have improved their customer service because I was then transferred to another customer service rep. Who paid attention to me and she ended up sending me replacement masks free of charge that were much nicer, even though I never asked for that. All I wanted was someone to tell me that I wasn't seeing things and that what I ordered wasn't what was sent to me. The customer service was through email and they were very prompt in replying and helping me through the process. I never did get a satisfying answer as to why my masks (2 printed masks), did not have the same construction as what was pictured. But the replacement masks that were sent to me were a different mask they sell that is only offered in several solid colors and 1 print that is a black and white check design. The fit and comfort is amazing! It doesn't appear to be 100% cotton as stated on the website, but I am still pleased with these. My advice is, skip ordering any of the printed masks. Just order the mask they have that is offered in solids and a black and white check design. It has structure, a mid seam, nose wire and adjustable ear loops.

I purchased 2 masks from Brave New Look in May 2020. I liked the product so I reordered in August 2020. A total bait and switch! The masks ordered in May were made in the USA and good quality. The masks ordered in August 2020 are terrible and made in China. After one wash, these new masks came apart and the nose wire poked through the material.
I complained to the company and they suggested I donate the masks. These masks are so bad I would be ashamed to donate them. They are going in the garbage.

They steel your money! Do not order. I ordered 2 of them. Assuming they where both the same. Except the pattern was different. Not true! They do not explain any of this when you look at the mask. The pattern was not the same fabric or fit of my other one that fit so well. So they lie! They say they are all the same nope! Then when you wanna return it they say no because it's a personal care product and I should donate it. How is me donating it keep it any cleaner than sending it back they donate it? They are out for your money. They are fraud! I will be reports to company. Oh when you can do pick your four you can't they send what they want. Bad company. They say they are made in the USA no they are designed in USA but made in China. Do not buy. They makeup likes and reason.

I ordered 2 masks, got one. Can't seem to make their customer service understand they only sent one. They keep sending me the tracking record of the one I received. It's been a week since I contacted customer service and still don't have an answer. This is simple, I ordered 2, you sent 1, send the other one.

I also thought they were in the USA... they are deceptive about their location. I started suspecting they weren't here when I'd get email responses in the middle of the night and they didn't make sense (poor English).

It's frustrating be cause I really like the mask I did get I like the quality and it's comfortable. I want the other one!

Why, I ask, do you treat your customers with such disdain and little respect? If you advertise "ships in 24-48 hours," then be true to your word. If, for instance, due to the pandemic, you cannot fulfill that "promise" then tell people that up front. All your customers want is to be treated with respect and with kindness and honesty. A company that leads with integrity will get positive reviews and referrals. The opposite is true of your company. The BBB gives Brave New Look an "F" rating. I can't believe that you as a company, are okay with that. I know you can do better. As for me, unfortunately, I will never shop your site again, and I will warn others about my very bad experience with your company.