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Business Profile

Online Retailer

Brave New Look

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My problem is this company took my money and never delivered. I have tried numerous times to get to the bottom of the problem,however, they keep giving me b.s. answers. Im getting absolutely nowhere. Every review I have read is exactly what I have gone through. How is it these lying crooks are still in business????

    Business Response

    Date: 04/30/2024

    Brave New Look acknowledged the frustration and inconvenience ****** experienced and expressed a sincere apology for the delay in communication. The response aimed to reassure ****** that her concerns were being taken seriously and that efforts were underway to resolve the situation as swiftly as possible. Although there was a mention of awaiting updates from their team, which contributed to the delay, we emphasized our commitment to customer satisfaction and the importance of ******'s feedback in their ongoing efforts to improve service quality.

    In response to the escalated situation and in line with the commitment to resolve customer issues effectively, the necessary actions were taken to process ***************************** request for a refund. This action demonstrates Brave New Look's dedication to upholding customer satisfaction and addressing complaints in a manner that is both responsive and responsible.

    The issue was ultimately marked as closed, signaling that the resolutionin this case, the issuance of a refundwas completed to the satisfaction of *************************. By addressing the complaint in this manner, Brave New Look aimed to not only resolve a specific customer's concern but also to reinforce their reputation for responsive customer service and a willingness to rectify issues in a manner that respects the customer's experience and expectations.

  • Initial Complaint

    Date:02/06/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 11/14/23, I placed an online order for nursing scrubs with unique dog prints, from Brave New Look. I paid $83.98 with my **** credit card, which had the transaction date of 11/14/23 and post date of 11/15/23; Reference number: ***************** Description ** BRAVE NEW LOOK ************* ** in the amount of $83.98. On 12/20/23, I sent an email to ************************, which was listed on their website. I explained how I paid in full for my order, by credit card; no email was received confirming my order; no email received regarding any delays in shipment; and nothing was ever received from their company! No response was ever received. On 1/4/24, I phoned **** to file a dispute regarding the $83.98 paid by my credit card when no goods were ever received. **** Dispute Case number: ******** I was told by **** that I did not have to pay the disputed amount during their investigation into the disputed transaction; letter dated 1/5/24. I emailed Brave New Look again on 1/18/24 and received no response. On 1/18/24, I sent **** a copy of both of my emails sent to Brave New Look.

  • Initial Complaint

    Date:02/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered from this company early December for a competition sports bra that I need. I received shipping information but the product never came. I reached out to the company who then gave me an updated shipping info but also never got it within that window. I have reached out several times to the support team and they tell me they will update me on where my product is. *** asked to cancel and for a refund but they do not respond to that request. They send emails stating that they are still looking into where my product is. I feel this is a scam company and it should be shut down.

  • Initial Complaint

    Date:06/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid a lot of money for a product that was never received. They shipped something else entirely and ignored all customer service contacts about replacement or reimbursement.

  • Initial Complaint

    Date:06/15/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is the 2nd order of KN95 I purchased from Brave New Look. The first order was of good quality and the packaging was also good, with a heavy zip lock bag that the 20 masks were in, sealed in two cellophane envelopes of 10 each.However the 2nd order was inferior in product and packaging. The first mask I used started ripping up the seam from under my chin to my nose, at which time I went to the reception desk in the hospital I where I was visiting my husband, to ask for one of their free masks. The package was a non-resealable bag with each mask in very thin cellophane. I had to start carrying 2 or 3 masks in a zip lock to be sure I was prepared. I have used a couple more of the masks and they have performed satisfactorily, but they look very inferior in quality, as compared to the first batch. So, I am not trusting them. Here is the order information:Order summary - Order #******* Adult KN95 Mask (Packs of 20) 1 Grey $39.00 Discount (WELCDC54mQ) $-3.90 Subtotal $35.10 Shipping $8.99 Total $44.09 USD Their policy is no refunds and they offered to replace. I said I wanted a refund because I didn't trust their product and had to carry extra masks to be sure I had one. Now, they do not respond to my emails. If they want to send another 20 of the original quality, that would be best. So would a full refund, but a response must come first for either.Thank you,*****************************

Brave New Look is NOT a BBB Accredited Business.

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