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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

  • 4 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:05/14/2025

    Type:Product 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 placed an order for masks on 1/21/25 from Brave New Look. It was charged to my credit card on the same date (for $114.64). However, the product never came, and no communication occurred after repeated outreach over email, attempts via phone (though it is impossible to find a real phone number), and a credit card challenge. Only when I disputed the charge on 3/7 did the shipment suddenly get sent on 3/24/24, and the credit card challenge was "resolved" since the shipment was sent. A Brave New Look customer representative reached out on 3/28 to say the order was delivered with a "sincere apology". When I responded that this was unacceptable to send an order 2 months late with no communication, they offered a $20 gift card to a future purchase. I asked for the gift card to be accompanied by an explanation for the delay on 4/7, and never heard back since. My last communication was on 5/7, and I still have not heard back nor received the gift card. While I have liked the product in the past, it feels like a scam that it is impossible to get questions answered by a customer service representative, and their follow-through is basically non-existent. At this point, I would like a full refund for the inconvenience and poor customer service and follow through. I have included an email thread documenting this experience.

  • 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.

Brave New Look is NOT a BBB Accredited Business.

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