• Brave New Look

Brave New Look

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Overview

Brave New Look has a rating of 1.7 stars from 510 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Brave New Look most frequently mention customer service, credit card, and face masks problems. Brave New Look ranks 2197th among Women's Clothing sites.

  • Service
    42
  • Value
    42
  • Shipping
    40
  • Returns
    30
  • Quality
    36

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6,844 reviews

71
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How would you rate Brave New Look?
Top Positive Review

“Color Me Contrarian, But I Like My Masks”

Terry H.
8/3/20

So many negative reviews. My experience has been good. My masks arrived today(order placed online July 19,2020; arrived August 3,2020), and they are exactly as advertised. I look forward to washing them prior to their first use and adding them in to my rotation of various face masks. I did have to return to the company's mask website to see exactly where on the masks one inserts the replaceable filters, but that mystery was solved in less than a minute. Love the print design on my masks. Ordered four masks in total, so I can give one each to my daughter and son in law. Thank you Brave New Look! Everyone, please wear your masks and try to maintain proper social distancing. Terry Harris(Wyoming)

Top Critical Review

“Not recommended”

Carol R.
8/16/20

Ordered, charged immediately, did not receive the product, multiple follow-ups, automated responses, ongoing over weeks. Even got a USPS tracking number but the package never moved. Following up with my credit card company next.

Reviews (510)

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Reviews that mention popular keywords

customer service (155) face masks (71) phone number (30) business bureau (21) credit card (43)
Thumbnail of user tarah152
North Carolina
1 review
1 helpful vote
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April 13th, 2020

I ordered a bracelet on April 3,2020. April 7,2020 I sent them a message. I received a response the same day. On today April 13,2020 I received my order and I am very pleased with my purchase.

Thumbnail of user johannieg
Florida
1 review
4 helpful votes
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August 22nd, 2017

I bought as pair of leggings totaling 50$ and when I received they looked nothing like what I ordered, When I reached out in hopes of a return or maybe even an exchange they refused, saying all items were custom made to order REASON FOR DIFFERENCE IN LOOK. Im sorry but if i buy something i wanted to look like what i actually ordered and if it does not a good company would atleast try to exchange for something else.

Thumbnail of user bryonh18
Indiana
1 review
1 helpful vote
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June 6th, 2020

I was in need of washable/reusable face masks for me and my mother. I ordered May 2nd and received my masks June 5th. Not exactly in the 2-3 weeks their site said, but I did receive them.

Thumbnail of user lizf21
Georgia
2 reviews
4 helpful votes
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October 6th, 2016

Ordered bracelets of which shipped a month ago and I have yet to get them.
No shipping info at all given!
Very disappointed. They were gifts!
Never again!

Thumbnail of user mildredv8
Missouri
1 review
0 helpful votes
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June 14th, 2020

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.

Thumbnail of user mitchellh75
Arizona
1 review
0 helpful votes
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June 8th, 2020

If you're selling mask's for Coronavirus, don't blame your lateness on that. THAT IS What your selling. Be honest it was coming from China, oh never mind no one would have ordered from you.

Thumbnail of user kelliew40
California
1 review
1 helpful vote
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June 5th, 2020

Ordered just two masks on April 28th. It is now June 5th, with promies in email to ship my items soon. I'm done! I will file a dispute the flak a complaint with the BBB.

Thumbnail of user susang1426
Massachusetts
1 review
0 helpful votes
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June 2nd, 2020

Never received my mask that I ordered 34 days ago. Tired of automated emails that say item will ship 3-4 wks. Well... after many emails asking for my mask. Or a refund. I still have nothing.

Thumbnail of user marks2652
Canada
1 review
0 helpful votes
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June 7th, 2020

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.

Thumbnail of user venessat3
Tennessee
1 review
8 helpful votes
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May 20th, 2020

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.

Thumbnail of user bradj91
Massachusetts
1 review
0 helpful votes
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June 25th, 2020

I waited weeks for the masks to arrive - they finally did - they are cheaply made - there is no pocket to put in the filter. I bought extra filters - a waste - will beed to cut the mask to insert the filter - a total waste of $83 - DO NOT PURCHASE!

Thumbnail of user bills1211
North Carolina
1 review
0 helpful votes
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May 29th, 2020

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

Thumbnail of user patl184
Colorado
2 reviews
4 helpful votes
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May 13th, 2020

Horrible and sickening that its USA and their rating is a 1.87 and theyll keep giving you a different delivery date DONT do it... If I could I'd give them a negative 10

Thumbnail of user jenil14
Texas
1 review
0 helpful votes
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July 18th, 2020

Waited over 2 months for masks, and did NOT receive what we ordered. NO customer service response despite 5+ requests for an exchange or refund. Shop ANYWHERE else.

Thumbnail of user rosid2
Texas
1 review
4 helpful votes
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June 17th, 2020

Don't waste your money, they will rip you off! I ordered a set of navy blue masks with filters priced at $80, and 2 other masks priced at $20 each. I only received the two masks priced at $20 each and they did not send the navy blue with filters priced at $80. In the invoice which was inside the bag I received, it showed that the complete order was sent, but in reality only 2 masks were sent. I have been trying to get them to send me the other masks due, and they told me they would send after Memorial Day. It's now been 3 weeks and I have yet to receive the remainder of my order. Now when I email them to ask when they will be able to fulfill the remainder of my order, I don't get a response from them other than "Your order was sent and This message has been sent from an automated chatbot". Don't waste your money. They are scammers! I have video of the unboxing and it shows what I received In the package, I also have the package and it shows the postage paid for the weight of items which correlate to the 2 masks sent.

Thumbnail of user karena586
Missouri
1 review
0 helpful votes
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June 21st, 2020

I bought butterfly leggings for my daughter. She said they are so comfortable, have a beautiful print and she loves them. I also just gave a positive review for the facemasks I just received.

Thumbnail of user jasonu77
Tennessee
1 review
1 helpful vote
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June 30th, 2020

I placed an order 3 months ago and i have yet to recieve my order. When i emailed them i got an automated response saying its being processed. Never again.

Thumbnail of user brianf875
Pennsylvania
1 review
0 helpful votes
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June 16th, 2020

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.

Thumbnail of user georgem1110
Georgia
1 review
2 helpful votes
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May 31st, 2020

The rating system is fixed. You don"thave a minis 10 star rating.
I have been taken for a ride. $55.00 gone as I have been robbed, cheated and lied to. The company is the lowest any company can get.

Thumbnail of user rhondac225
Maryland
1 review
0 helpful votes
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September 13th, 2020

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.

Thumbnail of user er6983
Arizona
1 review
4 helpful votes
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December 23rd, 2016

I ordered leggings on Dec. 1st. My credit card was billed on that date. On Dec. 15th I received info that the merchandise had received a UPS shipping number, but UPS showed only that and that the merchandise had not been received by them yet. On Dec. 23, I still have not received my leggings and have filed a complaint with the BBB, my credit card company and the local sheriff's department. DO NOT ORDER FROM THIS COMPANY!

Thumbnail of user laxm3
Rhode Island
1 review
0 helpful votes
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June 25th, 2020

After a long wait I received 2 of the masks and then told the other shipped which was a lie... the link the sent me was the sxx as me as the previous link... I would not buy from this company again!

Thumbnail of user susanb2093
Wisconsin
1 review
3 helpful votes
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May 19th, 2020

On May 2 I ordered 1 cloth mask& 1 gray protective mask with filter & 1 pkg of filters. I recd 2 cloth masks, no protective mask or filters. Will have PayPal go after them.

Thumbnail of user markw1886
Florida
1 review
0 helpful votes
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February 17th, 2021

I bought the 10 pack of the kn95 and the seem at the bottom which sits on the chin split on 6 of them. The split then continues upward taking away any effectiveness of the mask.

Thumbnail of user aidannr
Missouri
1 review
29 helpful votes
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June 4th, 2020

Worst masks I have ever bought. Expensive and cheaply made. A waste of my money. Tried to return them and no reply.

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Marla P.

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