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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.
6,844 reviews
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)
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.
First I ordered masks that took 12 weeks to arrive but were supposed to be here in 5-7 business days. They were shipped from China despite saying they were a US company. The masks weren't bad actually despite taking almost 3 months to arrive but really just material with filters i paid extra for replacements as well. I am embarrassed to say I fell despite having a niggling on how long it took for delivery and "made in China" despite other advertisement from Brave New Look, when the "CEO of the company sent out a convincing apology email and offer for those of us who had to wait for masks with a 50% offer on other merchandise for the delays on masks". I ordered and just received ( after 5 weeks) active wear capris that were such poor quality. I paid 245 for the masks ( 12 of them) and I paid 208 for 3 leggings and a sport top for running. I haven't received the sport top or 1 of the 3 leggings. 5 weeks it took from the date I ordered the Active wear to receive 2 of the leggings and they were mailed directly from China as per packaging label. The quality of the stitching on the leggings was so poor- crooked and falling apart as below. I was scammed- kind of embarrassed I spent almost 500 dollars on this company for really poor quality items. The spandex is like material from the 80's. Who knows if I will get the other two items and truly if they are the same quality I won't be able to wear them.
DO NOT ORDER FROM THIS SCAM COMPANY! THEY SUCK! One star because I had to. We ordered May 9 and have not received anything. Customer service is a joke. Please, save yourself money and headaches.
They promise to deliver but never do. Two months and still waiting on four masks. Tomorrow I will dispute the charge on my American Express.
I reserved my bracelets today in the post and just want to say how happy I am with them l will definitely be getting more
I ordered 2 bracelets--both good quality for the money. One took a long while to arrive due to high demand, but I'm pleased with them.
I, like hundreds of others, have not received my order. Order placed on May 3 and credit card has been charged. This must be a scam
Ordered May 9,2020 received July 2! After a multiple inquiries and a promise of "expedited delivery"
They smell yucky over your nose. Made in China.
Never received! Been 29 days...
Been waiting since April 25 --- ordered some masks.
Only heard from them once that they got my order.
Came within 3 weeks and love the way they fit! Looking to buy more leggings... Glad I didn't read the reviews first
Took 3 weeks to receive but is exactly what I expected when I placed my order. Pleased with the quality and appearance.
Purchase 2 masks/filters. 1-2 weeks for ship. 4 weeks later notice of partial shipment. Filters. No mask. Suspect not a competent vendor.
The masks fit very well and provides a very high level of protection. Great quality product. Would recommend to my friends.
Tip for consumers:
The shipping time is longer than what we are used on Amazon because it’s a small business. Please wait patiently.
Products used:
Kids KN95 masks
Ordered a mask and noted I would receive it within "1 to 2 weeks" as it would be custom made and "shipped from the US". After 2 weeks and no mask emailed asking for it's shipping number. Response "will ship in 3-4 weeks from date of order. Responded with I wanted a full refund. Got an email "How can we help", Replied I want a full refund "NOW". Got an email a couple of days later "We can expedite your shipping". Repeated my "I want a refund NOW" email. After another couple of days got an email from "Ian" "The "Team" understands you want a refund, when you receive your order you can return it for a refund. After a couple of more emails in this vein I gave up. When the mask did show up on the 5th week, I tried it on and it was way too small. Emailed "Tried it on, it is way to small so unusable, send an RMA an a prepaid shipping label". Ian replied "sorry that's a personal item and can't be returned.
The mask was made in China, shipped from China to a warehouse in New Jersey (apparently thought to satisfy the intintially deceptive advertisement "shipped from the US" in order to make a buyer think it wasn't coming from China but was being made in the US. This outfit and all it's personnel are probably located in China.
This is clearly a crooked outfit by design.
Poor quality masks, thick and uncomfortable and don't fit properly. Customer service is terrible too. Buy your mask elsewhere.
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.
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
Just took too long. Go somewhere else. When I emailed to cancel was told order had shipped, yet it was another 2 weeks before receiving it.
Takes over a month to get leggings, after I spend over $100 this is crap... DO NOT ORDER FROM THEM-unless you want horrible communication and a order that never shows up
They did a great job of advertising/marketing face masks. Apparently they have yet to deliver a single one. I'm now in dispute session via Paypal.
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 two rather pricey masks; they do not cover the area a mask should cover well at all. I am throwing them away.
This company is a scam!
They take your money and no product will arrive!
It happened to me... don't let it happen to you!
This company is bad business. Customer service is horrible and they are less than helpful. I would rate a zero if I could. Beware!
I ordered 2 face masks the first week of May and just today received ONE mask on June 26th. I would like my other mask. Very poor service!
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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