Brave New LookReviews 510

Ordered masks over 7 wks ago. STILL WAITING. Worst customer service! Unresponsive! Unable to reach a live representative! Have only received auto-generated emails telling me I will receive my order in 1-2 weeks (the most recent one I just received now says 3-4 weeks). Again, ordered OVER 7 WEEKS AGO! Their emails state to reply with More help' if I wish to be contacted by a live representative. I did this and just received the same exact automated response telling me 3-4 weeks to receive order, and to reply more help' if I wish to be contacted by a live representative. I have put in 2 orders from ANOTHER COMPANY in the last 3 weeks and my 1st order I received in less than 10 days, 2nd order being delivered June 30 - also less than 10 days. They are also slightly less costly than the ones I ordered from Brave New Look, and the other company's product is great! Ordered for all my family and we love it. Too bad that, not only can I not get my masks from Brave New Look, I cannot get a refund either! Try other companies, but do not use this one! I regret I learned a $107 hard way!

I ordered 2 masks back in mid-May (order #*******). My credit card was charged on May 26th. I have yet to receive anything from them other than a promise that my order has been "processed." I also recently received an email asking me to review the items that I haven't even received. When I responded to this email saying that I hadn't received anything, I got an automated response using the excuse that COVID has delayed shipping. I'm not accepting that since I've received other orders from small companies. I want a refund or I will be filing a complaint with the BBB and asking my bank to investigate the charge as fraudulent.

Finally, after a long wait, the masks arrived. Nothing special - quite the ordinary cloth masks in one colour (would have preferred some patterns) so what I am saying is if Brave New Look sold their ordinary-looking cloth mask for $10 it would be okay. Up-pricing it to $21/ meant customers expected better things such as timely delivery, that the filter cloth should fit into the mask pocket easier but not really (gets quite crumpled and a hassle to fit in - very poor design), how about a small inside tag saying it's all-new cloth (or recycled)? And a proper sealable pouch to keep it? Wish.com had a really nice mask with a properly sealed pouch however, the masks itself was also trashy - does not fit the face properly. At least this Brave new look does fit your face. Still cashing in on the pandemic, yes, but also do it properly, please. Yes, thanks for making it for sale but your price needs to match the quality. For $21 I think consumers have other better choices.

I read the reviews on people who ordered face masks and had not received them. This company only responds to emails. I ordered 4 face masks with filters on May 8,2020. It took 3 weeks for this company to email me back about my complaint. They contacted me via email many times about the delay of my order. However today June 25,2020... I received my face masks... therefore I was not scammed. Each customer must take a chance on not receiving the products they order... this company does not refund money. I was one of the lucky ones that got my order via USPS shipping. I wish everyone good luck... just remember it will take a long time to get what you paid for... or in some cases... you get nothing... Good Luck on this risky business... it is ALL computer driven.

I ordered 4 masks and 30 filters on May 15. My credit card was tapped right away. No other company does that; they pull the payment when the order is shipped. So for a month they had my money and I had nothing. After the predicted 2-3 week window, I emailed for an update. Canned response. A couple of weeks later I received an email that part of my order was shipping. Right on the heels of that email, I received another that the rest of my order was shipping. Uh oh, both shipments had the same tracking number. I received the partial shipment indicated in the first email. I emailed Brave New Look asking when I could expect the other 2 masks. (I managed to get to a someone not obviously a robot by emailing from an email address that wasn't associated with the order.) I was very specific in my email about what I received and what I did not and included the order and tracking numbers. First email came back on a Wednesday saying, so sorry we'll get them to you during "this week". I waited a full 7 days and emailed again. Reply came back quickly, we want to make it right but we need a photo of the items you received. WHAT?! I emailed them to scroll down; they had all the information they needed right there in the thread. Within minutes, the reply comes back that they need a photo. I sent them their **** photo 12 hours ago and haven't heard anything back. I'm this close to disputing the charge on my credit card.

DO NOT BUY from this scam company. Shame on Me for not checking reviews first but lesson learned. When you question where your order is, you may or may not eventually get a placating email response from "Ian" or "Patrick" intended to put you off or imply that the issue is on my end with the carrier. I had to dispute the charge with my credit card company because I was charged for items I did not receive and am reporting them to the BBB because they clearly have no intention of making this right and have taken advantage of MANY people during this challenging time. And for that... SHAME ON YOU Brave New Look!

I was taken in by their website and description of the masks and although was a bit on the expensive side, compared to others, I decided to order 4 masks on May 13. At the time i was told the masks would ship in 1-2 weeks. Didn't hear anything for 3 weeks, but then after inquiring on status, i received 2/4 masks. No word on the remaining 2. Repeated questions only led to auto generated responses, followed by promises that the masks would be shipped shortly. It's been 6 weeks now and still haven't received them. Funny thing is that after each email to customer support, they send you a survey email asking how they did. Well if they cared about the feedback, they should do their best to deliver to their committment. I can understand a few days variability but not when you're off by 100% on the schedule and still no credible delivery date and you stop answering email and have no phone number to call, then i'm forced to consider that this is not an up and up operation. I'm going to ask for my money back and as others have done report them to BBB. A shame... in these crisis times, when folks are depending on you, you should be straight up with your customers... have a conscience... i've lost 6 weeks and had I known, i would have ordered the masks from somewhere else...
Moral of the story... do your homework before you order so you know what you're walking into...

I ordered on May 3rd, and sent an email on May 28th to check on order status since I still hadn't received my order. Of course, my credit card was charged promptly when the order was initially placed. The customer service response was pleasant although it was probably a bot:
"This is Fritzie from the CS Team. I can see you're asking about your order. Our team is working overtime to ship your order as soon as possible. Your order is at the very top of our queue and I'd estimate it will ship within a week. I can offer to upgrade you to expedited shipping for free."
It has now been nearly 1 month since I was offered expedited shipping. I'll be asking for a refund or disputing my credit card charge.

Buyer beware. It's a scam.

We ordered in the first week in April. Sent numerous emails because I was to get them in mid April. Their phone is out of service, them said you should get them soon. Finely received them today the 22 June and they came from China not made in the USA like they advertised. I saw a lot of bad reviews after purchasing them I wish I would have seen them first. BBB should investigate them. I would NEVER buy from this one man show again. There is no way to get a hold of the just a automatic response if you are lucky. Sham Business. I wish you could give them a ZERO instead of 1 STAR. That's to high for the!