Brave New Look

These masks are not as described. They imply these are US made, but are actually made in China. They are not handmade, but machine made. They are small, flimsy and thin. The filter is almost impossible to insert. A rip off. They will not refund as these items are "personal equipment" they say.

I placed the order and my card was charged 4/19/20. It's 5/12/20 and I still haven't received my order. I've tried to contact customer service but still haven't heard from them. DO NIOT ORDER unless you don't mind throwing money away

I placed an order in the beginning of May (2020). I ordered 4 face masks and replacement filters as well. About 4 weeks after placing the order and getting no updates on my order, I decided to contact the company, after which I received an automated email telling me that order numbers were through the roof and to have some patience. Well about a week or so after that, I received my order, or at least what they considered to be my order- not what I paid for. I received only 2 of the 4 masks I ordered, and about half of the replacement filters as well. I've attempted to reach out to the company since then, with only another automated email in return, telling me the same message as the first. The e-mail stated that my order "Should be shipping as soon as possible," even though, according to my order number, the order had already been shipped and delivered. I'm reviewing this 2 stars out of 5 (instead of only 1/5) only because I did receive a partial order.

We have tried masks from at least ten different companies and the Brave New Look cotton mask is our favorite. I have bought multiple new ones for my parents, my husband and my teenage sons.

I waited two weeks and my masks were not shipped out. In the attempts to contact them I received no response from the email address and the phone number was disconnected. Probably not even a real company - and their masks are WAY overpriced.

I ordered from them on 4/23 because their website says they "keep manufacturing here in the USA" I received my order of face masks on 6/20, and they were MADE IN CHINA
NB

I ordered four bracelets for Mother's Day. They were ordered on April 24 and I thought I was cutting it close, but it would be okay. Today is May 27, over a month since I placed my order. I am going to report them to PayPal and request a return for my money!

This is my 1st time buying from them but I will definitely be returning again! Not only are their tripp pants cheaper then the actual website but my shipping got here much faster! I also found a lot of other cute things to get my friends and they carry brands like killstar that I already shop out. Now I can do a one shop order to make it easier! Very pleased I found them so far.

I didn't read reviews. I looked at mask quality, design, and the promised date of shipping (ordered on May 8, marquis on the website said "In Stock, Shipping by May 13"), and the location--their address was Southern California, and I'm in Oregon, so expected no more than a couple days shipping time.

THE MOST IMPORTANT THING FOR ME WAS TIMING!
I cannot say how disappointed I am that I have gotten nothing but excuses, WHEN they bother to respond at all, saying "probably shipping within a week". Not good enough.

NOW I find this review site and on top of everything, people are complaining about the mask quality.
I want my time back--and I want the product I ordered a month ago.

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.

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.

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.

I'm 90 days post order and still haven't received. I've contested on credit card and am tired of automated email responses. They still say will ship in 4 weeks of ordering... its been 90 days! Beware!

On a family visit away from home, I ordered four masks plus two 5-packs of replacement filters on May 14, assuming that the quoted shipping time of 1-2 weeks would get them to me before I returned home June 4. When I advised BNL on the same day of my June 4 departure, Ian kindly replied that he had "processed [my] order through expedited shipping." On May 31 BNL notified me that the filters and two of the masks had been shipped, and the next dayJune 1I received shipping notice for the other two masks. At this point it was obvious that I wouldn't have the masks for my trip home, but presumably the forwarding order I'd filed with the USPS would get them to me eventually.

On June 10 I received notices from BNL that both packages (both described as "the last items in your order") had been delivered, and indeed the USPS did deliver the package containing the filters and two of the masks. In contrast to many reviewers, I have no complaints about the masks, which are quite satisfactory. They're nicely made and fit well. Inserting the filter is a bit of a hassle, but will doubtless become easier with practice.

The problem is the missing package. The delivery notice includes a link labeled
Haven't received your package yet? Let us know
So I did, but BNL responded
Thanks for reaching out! Your last order, #*******, was marked as delivered
To <my away address>. Just a heads up, it often takes 1-2 days from when
A package is marked as delivered to show up at your door. If it's been more
Than a couple of days, I can connect you with an agent who can help
Investigate this issue.

This message has been sent from an automated chatbot. If you have
Any other questions or did not receive the answers you needed, please
Respond to this message with "more help" and a real human agent will
Connect with you as soon as possible.

So I gave it nine more days and emailed BNL again about the missing package on June 19. So far (July 1) BNL has not responded.

My take on this is that BNL means well but are hopelessly unprepared for the pandemic-induced demand for masks. In BNL's defense, it should be noted that the problem could be the fault not of BNL but of the USPS, but if USPS were confused by the fact that BNL had assigned both packages the same tracking number, the blame falls back on BNL.

On 5/2 I ordered a mask I read it would ship in 2-3 business days several days later I emailed to check the status of my order and was told it was moving up in the queue, 2 weeks later I email again and was told it was at the top of the queue and would I like expedited free shipping I said yes, I got a email that they had shipped it, several days later I still had not received my mask, I went to PayPal to start a dispute I was done getting the run around from these scammers at BNL, the very day I started the dispute BNL sent a spam text with a dhl e-commerce tracking # that was a scam and tracked nothing!, they were supposed to sent a email when it shipped the next week they finally sent the mask on June 24,, had I not filed a dispute they would have not sent anything,! BOTTOM line, don't buy from brave new look. Ever. Scam artist.

Ordered 10 items on January 1,2020 today is March 1,2020 and I still have not received it. They charged my card January 1,2020. I contact them every single day since January 10,2020 by email, fb messenger and Instagram and still no reply about where my order is.

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.

Very pretty and reasonably well made. Unfortunately not functional. The mask is too tall and does not fit well to the face. Too much gapping but it is pretty. The other problem is it takes weeks (3+) to get the product and since it is supposedly "custom" made is is not returnable. Do not buy this product it is not worth it.

I ordered masks because I was drawn in by their sleek designs and advertised lead time of two weeks. Well, we hit two and half weeks with no updates and after looking at other reviews, my trust was shaken. I went ahead and contacted them to cancel my order. After the usual attempts to buy my patience (they promised discounted and expedited shipping), they finally agreed to refund my order. I'm not super pleased with the whole experience and I would have much preferred actually getting a mask, but I can't complain too much.

Be aware!
Do not order from this company, it'll take close to two month to receive your order of very thin poorly made "mask". Save your money and order from reputable site.

Advertised on Western Mass News and ordered that night and took money that night and triedemailingseveraltimes with no response at all. One big scam.

This company will take your money and never give you what you ordered. DO NOT BUY ANYTHING FROM THEM

It took almost a month for my masks to ship and they still haven't arrived. They shipped via DHL which delivered the package to USPS which has said it's out for delivery for 3 business days now, but has still not arrived. I can't blame Brave New Look for the shipping delays entirely, but I with they would have used a more reliable shipping option than DHL. I was hoping for a smooth process so I could place a larger order