3,950 reviews
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AI reviews summary
Pros
Cons
Verdict
Overall sentiment regarding Brand House Direct is mixed, defined by a distinct divide between successful purchases and problematic customer service experiences. Many customers are highly satisfied with the extensive product range, competitive pricing, and fast delivery times. However, a notable group of reviewers highlights significant frustrations regarding delayed dispatch, difficulties with communication, and challenges involving the returns and refund process.
The reason I'm doing this review is because I'm extremely impressed with their Returns Policy. I purchased a pair of boots from BHD and when they arrived, they were way too big. I filled out the necessary forms to return them and chose an Exchange instead of a Refund. To make a long story short, after a few emails I finally found a pair of other… Read more
boots to do the exchange with (hoping they would fit me). They posted that off to me and the boots fit well and I'm happy with them. The main point of this review is that I wanted to tell other people the BHD Returns 'people' worked very well with me and the result was a very happy customer and I thank you all for what you did for me. I have now decided though, that I won't be buying any type of foot ware online because different brands have different sizing, where one pair are too big, and the same pair with another brand are too small. So, I will now only shop 'in-store' as I've wasted too much money on shoes that don't fit. It's a shame, because BHD (& some other online stores) have some great foot ware. Cheers :o)
Shoes were of high quality and delivered on time within 5-6 business days. I am in Perth West side of Australia. I am appreciative of the delivery/quality and good price as well. Thank you. Show details
Stock the brand I wanted at the best price! The delivery was only a few days to Brisbane. The size charts on the site make sense and are correct. I am very happy to purchase again from this site for both my work heels and kids school shoes.
Reviews with attachments
Love my dear dear Dearfoam slippers. Brand House Direct is my go-to shoe shop as I live in a remote part of Victoria. Saves me half a tank of fuel and the range is huge. Regular sales, great prices, extensive range, good returns policy - everything i could ask for. The site is easy to navigate in so many different ways - by brand, colour, style, price. Delivery cost is reasonable and i had my new cosy slippers within a week. Show details
Purchased Cabelli Comfort shoes. True to size. Lovely casual shoes Show details
- +1
After surgery on both ankles I needed some orthotic friendly shoes, never able to find a large variety in stores, I was happy to find a great range at Brand House Direct. They arrived today, a week after ordering, all fit wonderfully (I stuck with my European sizing), all are fabulously comfortable. I was so impressed I've gone and added another 2 pairs to my cart Show details
- +1
I have been a customer of Brand House Direct for many years and it has been fine until I had an issue with a pair of shoes I received. I purchased some Scholl runners and had only worn them a few times when the soles started to come off which was within a month of receiving them. Since that time I have had numerous emails back and forth to… Read more
customer service to request a refund and they have given me the run around with saying they are unable to view photos and I need to change the format, I need to wait until they hear back from Scholl and finally, I needed to cut up the runners and send them photos, which I must admit shocked me and when I queried that they advised me how to cut them up and then told me they could not view the photos. When I have written to them to complain they have advised that they will get back to me to let me know if I can have a refund. Unable to speak to anyone on the phone. Terrible customer service. DO NOT USE.
Defective Rockport Shoes. Unwilling to replace or refund. I have had terrible after sales service from Brand House Direct. I now have defective shoes and no willingness by Brand House Direct to refund me or provide replacement shoes. Instead they want to pass the problem to the shoe manufacturer. So they want my money, but no responsibility… Read more
for faulty goods.
I purchased some shoes in March 2026. By June, the soles were coming apart from the leather uppers. So in July 2026 I asked for a replacement pair or a full refund. So my request was made only 4 months after purchaser. I had sent my email using the order email I received from Brand House Direct which included a link to my receipt. I also included some very clear photos showing the defect.
The reply was to ask me for 6 photos and proof of purchase.
Obviously they already has the proof of purchase (the receipt link in their own original email) and I had already sent very clear obvious photos showing the defect. I emailed explaining this - which they already knew. A stalling technique?
Silence by them and after pushing them with multiple chaser emails for a reply I eventually got one asking for 6 photos. I had sent 6 photos in a zip file. That wasn’t good enough for them.
I’m convinced the request for 6 photos is a delay approach. Eventually they agreed to not keep asking for the photos and said they would refer the matter to the supplier.
I am no closer to a refund or replacement shoes. This is terrible after sales service Brand House Direct. I should add that I have explained to them that my contract is with Brand House Direct - not the supplier. But I think Brand House Direct sees itself as only a mailbox for any problems with shoes they sell. They have not accepted any responsibility in this instance. That is NOT what consumer protection laws require.
I would encourage you to not purchase from Brand House Direct if you think you might need them to do the right thing if what they sell you turns out to be defective. They have not helped me and I don’t expect they will now.
We are now into August. Very poor service Brand House Direct.
Hi Andew, I am sorry to hear that you have an… Read more (+11 replies)
Purchased a pair of slides in my size and paid $12.95 in postage. When I received them and tried them on the front fit well but my heels hung off the back making them unwearable. When I rang they asked me to email photos but that was pointless because not only won't they refund postage but they are expecting me to pay return postage of $15.70… Read more
making total postage same as the cost of the item purchased. Couldn't communicate with the rude phone rep and there were no managers available to discuss complaint. Appalling customer service.
Hi thank you for your feedback. We are happy… Read more (+9 replies)
Purchased 3 pairs of waterproof trail shoes, Hi-Tec brand, as they were on sale. Briefly worn over 2 months and the shoes fell apart, as seen on attached pics. Although I contacted Brands direct, no response. I've been sold duds, probably fake, and no response. Not worth Ng with this company, the after sales support in non-existent. Avoid them and don't be fooled by the rhetoric on their website. Show details
Hi I am sorry to hear that. We are happy to… Read more (+8 replies)
Midnight Colour Merrell Mocassins are not Black ones I ordered Midnight Colour Merrell Moccasins. It clearly shows the colour as being a Midnight Blue colour not black. But of course they sent me the Black ones arguing with me that Midnight is Black. It is not and even Merrell state the Black is Black. I have a picture of their advertisement on… Read more
the internet. Even in that you can see the difference between Black and the Midnight colour they say is Black. This company has substituted my order for an in stock item and will not admit to their mistake. They are a unethical, mendacious and insouciant in their attitude. Do not deal with them.
Hi thank you for feedback. I can confirm that… Read more (+2 replies)
Terrible customer service- bought Bogs gumboots that leaked after wearing for approximately five weeks. Won't give me a refund. Australian Consumer Law says if product is faulty the consumer can choose a refund or store credit. They won't give a refund. They keep responding with the same line even when reminded of their obligations. They are… Read more
crooks who are getting away with ripping off the consumer. They get away with it because it costs more to take them to court. Stay away and save your money. And now they have contacted me again- another email in at least 14 - they claim they have offered me a refund. In 10 months I was in "discussion" with them, this never happened. They only ever offered a store credit, even after I got involved Consumer Services involved: store credit. That was their solution.
Hi Helen, I would like the opportunity to… Read more (+1 reply)
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BUYER BEWARE The whole process is very poor. Took a week just for the shoe to be dispatched, and only dispatched after I emailed to enquire. One of the shoes were faulty. Emailed them and no reply. Called them and was told it would take 7-14 days for ‘management to review’ and also to contact supplier for a response. ‘Management are very busy’ as… Read more
I was told.
Faulty products should be refunded as per the Law. I’ll be lodging this with ACCC should I not hear back.
First and last time purchasing from here. Luckily purchased on Credit card so I can put in for a fraud/charge back claim if I don’t hear back.
Hi Nivi, I am sorry to hear you are having an… Read more (+1 reply)
Latest follow-ups
Ordered pair of Winter Homy-Ped Slippers on 8th July. Still waiting for them. Emails not answered & when l have called (twice), I get told (in almost indecipherable English) that order is "being packed". I have bought from here before with no… Read more
problems, but something now seems to be falling apart....VERY disappointed, especially with lack of professional communication. Will not buy here again!
Follow-up · Final summing-up of this sad & sorry matter! I contacted my bank which immediately instigated an investigation.....& arranged a full credit. FINALLY, BHD contacted me & offered other goods as "replacement"...OR a full credit on the order. Guess what l chose?? Matter now closed & it is now obvious that BHD did not even have those Slippers… Read more
Hi thank you for your feedback. I will ask the shipping team to email you tracking details ASAP.
2nd times ordered from Brand House Direct? Always have a great deal. Value of money, my favourite shoes brand is Scholl and they gave a good price. Will definitely buy again. Show details
Follow-up · 4th or 5th times order from this store. Never disappointed! Good bargain and discounts! I love Scholl and Hush Puppies brands.
I would not recommend buying from this online shop. I made a purchase 3 weeks ago. After calling on the Monday after the send week the told me that the order was with the shipping company and they would see what the hold up is and call me back. More… Read more
than 2 days later, I called them back to get an update and was told the same thing. I informed them that I was already informed of this and nobody updated me. I said that I’d rather a refund at this point so that I can purchase my shoes elsewhere. I was told point blank that they wouldn’t refund me as the order is supposedly with the shipping company already. This is a lousy and rude company to deal with and their processes are awful.
Follow-up · Tracking was provided after review was provided. I used Apple Pay to make my purchase and I bought Dr Martens Mary Jane style shoes. The shoes themselves are great. It’s the company, their communication, and service are ridiculously subpar. Buyer beware.
Hi the order has been shipped, we will email you tracking details soon.
Positive reviews
Have bought quite a few pairs of shoes from BHD and feel they provide a quick and safe service. Pleased with their responses and goods are as shown - of good quality. Show details
Great service, website was very easy to use, received exactly what I ordered, shipping was fantastic, would also like to add the delivery drivers were friendly and did a great job. Show details
I used this site to buy a pair of shoes for myself. I don't usually buy shoes online because sizing can be dodgy.However, I was able to get a pair of my favourite style Skechers at a reasonable price and that fit perfectly. the shoes arrived super fast, with good tracking. the whole processwas easy and fast. I dont have a copy of my invoice but I am genuine Thank you Show details
Negative reviews
I have placed a review regarding a faulty pair of shoes .. had many emails and phone conversations where no satisfaction reached.. Brand House Direct would not answer why I should pay return postage for faulty goods and wait many weeks. I was still waiting for outcome until I suggested through product review.com.au mediation that I would report… Read more
this issue to ACCC if I dont get prompt satisfaction .
Finally after mediation they say my full refund will be in my bank in 24 hours. Sad it took so much to get a fair outcome for faulty goods. However I hope they will rethink their customer service on faulty goods after this debacle.
When I see my refund in my account I will advise further.
Hi Kaylene, thank you for your feedback. I can… Read more
first they send me the wrong item. then they make me pay return fees. then it takes forever for them to refund, and I have been calling them every day since they have received the item, and they never pickup the phone. stay away from this seller, not worth it.
Hi thank you for your feedback. Can you advise… Read more
Find out how Brand House Direct compares to other Footwear Shops & Brands
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Complete Breach of ACL, Shocking Quality Control & Merchant Stalling! Do not buy from Brandhouse Direct. They have zero regard for the Australian Consumer Law (ACL) and will actively use stall tactics to keep your money when they ship you defective goods. I ordered a pair of boots that arrived completely defective straight out of the box (a… Read more
Major Failure under the ACL). They sent a replacement pair to fix the issue, but the second pair arrived in an even worse state—featuring a severe manufacturing defect where the inner leather lining was completely cut/split right below the eyelets, making them structurally compromised and unwearable.
When I legally rejected the goods due to a major failure and demanded a full refund, the nightmare began:
* They provided only one return label, which I used immediately.
* Despite Australia Post tracking confirming they successfully took physical possession of the returned pair, customer service baseline-falsely accused me of not returning them.
* They refused to provide a second prepaid return label for the remaining faulty pair, expecting me to absorb the risk and liability for their supply chain failures.
* Their customer service takes over 24 hours to reply, offering nothing but deflection about "checking with their supplier" to drag out the timeline past bank chargeback deadlines.
I have been forced to escalate this directly to my financial institution to initiate a credit card chargeback for a refund. Save yourself the 90-minute phone calls with your bank and the endless stress—avoid this company at all costs. They do not honor consumer guarantees.
Hi Amanda, thank you for your feedback. I can… Read more
Recent reviews
People be aware! This company is horrid. I ordered 3 pairs for 1 $120. Order was delivered, all apparently the same size; EURO 40/AUS 9 … Funny thing is boots are significantly smaller, and have size 38 on the boot. Called the company all to be told I am wrong. I am wrong. Boots made in Brazil, it is correct size. My issue is I ordered Aus 9… Read more
EURO 40 - these shoes are not size 9, more like a 7.
Yes I emailed, and yes provided photos. Yes I called, several times, all to be told NO supervisor or manager available. The so called customer service agent was awful!!! Argumentative, unprofessional and rude.
I now have shoes that do not fit, nor do I want them anyway.
Hi Vanessa, thank you for your feedback. I am… Read more (+2 replies)
Brand House Direct have a huge range of products. They have continuous special deals and every now and then give out $20 vouchers or 3 pairs for a set price. I have recently had to return a pair of leather shoes and a pair of leather sandals because the fit was not right, but there is no problem returning as long as you follow the return… Read more
instructions. I know the brands that are the perfect fit for my feet, and I should stick to those brands, especially when on special.
I love my new calf length Goose boots. Love that they have 2 zips which make it so easy to get them on and off. They are so comfortable and warm with the fluffy lining and look great too. Delivery was very quick. Love love love them!
Boots were beautiful but didnt fit correctly. They arrived on Time I returned them at a cost. $15 Customer service is not good at all And still awaiting my refund 2 half weeks later They dont answer their phone . It rings out They did reply to my first email when i asked when i would be recieving my refund then i heard nothing. And… Read more
didn't recieve ny refund so ive emailed them twice Yesterday i enailed again and today i called them no answer the phone rang out then cut me.off twice. Im now trying to resolve the issue through paypal Hoping to hear off them soon Regarding my refund The aad thing is I was going to order more boots but dont really trust this company anymore I just hope i recieve my refund promptly now and after reading reviews about refund problems i realised im not a one off. Ive contacted paypal regarding this as im a pensioner paying on a installment plan
Hi thank you for your feedback. I checked the… Read more (+1 reply)
I ordered Ecco Brand shoes which took far too long to arrive, and was getting concerned they were Chinese knock offs. Put in a paypal dispute for refund and shoes suddenly were on their way. Once received they were 1.5 sizes too large. Went through process of sending back. Emailed and chat re refund due advised 7-10 working days (wouldn't get… Read more
away with this when I worked in business) for refund and after that time still no refund. Put in a I re-opened dispute and they said would refund. At this stage still in resolution. Have been advised since in shop that Ecco brand are 1/2 size bigger than normal. Lost $30 in shipping cost.
Hi thank you for your feedback. I can assure… Read more
Brand House Direct are great to deal with. The have a great range of shoes which zi am happy to buy online as they are styles that suit my feet and are of good leather. I particularly look for sandals that are leather uppers and leather insoles. They offer no fuss returns and refunds. I recommend them to my friends when they compliment me on my shoes. Delivery is prompt and packaging is excellent. Parcel always arrive completely intact. Show details
I have always found a great selection of suitable shoes at usually good prices. Sizes are generally always available across the board not just small and large sizes. The promptness of the delivery and preadvice of delivery was great. Show details
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Hi Lisa, can you please advise your order number so I can assist?