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Brand House Direct

Brand House Direct

3.9 from 1,133 reviews

Reviews

(680)
(148)
(35)
(38)
(232)
  • Product Quality
    4.6 (737)
  • Return Claim MadeYes (109) · No (735)
  • Sizing True to size (665) · Slightly small (62) · Slightly large (58) · Very small (21) · Very large (19)
  • Product Appearance As advertised (95%) · Not as advertised (5%)
  • Shipping
    4.2 (653)

Reviewer Photos & Videos

  • More

TERRIBLE - 10 DAYS AND NOTHING

published

Placed my order for men's shoes on 7 February. I was advised to expect dispatch from Melbourne within 4-8 business days & to expect an email with a tracking number. It's now 21 Feb Sydney time, the 10th business day & the status of the order is still showing "ordered" only. Has NOT even advanced to "Order Ready". TERRIBLE SERVICE.

2 comments
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number so I can assist?

Pat
Pat

Order #309576

Thank you


IscaBubbles

IscaBubbles

  • 3 reviews

Happy

published

Ordered Sunday and delivered the following Thursday which was before the estimated delivery date. Great hiking boots and very happy with the purchase and service. I also liked that they included a form in case you wanted to return them.

Product Quality
Shipping
Sizing True to size
Product Appearance As advertised
See all answers
jubjubsan

jubjubsanSouth East Queensland, QLD

  • 5 reviews
  • Verified customer

Pleasantly surprised

published
Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
See all answers
  • Verified customer

Worst experience ever

published

Its been 10 business days already since i purchased my pant but up to now it has never been shipped. They said it is coming from their Australian supplier and they will ship it within 6-8 business days. What a joke!

Shipping
Return Claim MadeNo
1 comment
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number?


AmmuB

AmmuBSouth East Queensland, QLD

Terrible experience

published
Product Quality
Shipping
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
See all answers
23 comments
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that. Can you please advise your order number so I can help please?

AmmuB
AmmuB

My order number is 303443

Brand House Direct
Lee S.Brand House Direct

Hi I can see that you have been refunded for the Clarks shoes in white. We have emailed you the refund notification.


Oliver

OliverMid North Coast, NSW

  • Verified customer

The worst online retail site I've ever used

published

I've been shopping online for nearly 25 years, never have I used something so poorly designed. There is no customer account to check on the progress of your sale or return, the phone number is never answered, the online chatbot is woeful. No-one can give you any information at all. Absolutely abysmal, if i could give it 0 stars I would.

Product Quality
Shipping
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
See all answers
4 comments
Brand House Direct
Lee S.Brand House Direct
Oliver
Oliver

sure, its 301714

Brand House Direct
Lee S.Brand House Direct

Hi we sent you an email regarding your return. Have you received this email?


Deb

DebFar North Queensland, QLD

  • Verified customer

Following up again on refund

published

Paid for return postage of 2 pairs shoes not suitable for me and requested refund. Received email asking me to select different style. They advised if I wanted refund it would be cost of shoes less postage. As I paid postage for returns and purchased more than these pairs of shoes don't believe they should charge postage. Original order I kept 4 pairs of shoes. I have had no response to email sent requesting refund again. They received returned goods on 29th Jan.

Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi Deb, can you please advise your order number so I can assist please?

Deb
Deb

Not required received email to advise refund has been processed.


Vishitha

VishithaSydney, NSW

  • 2 reviews

Messed up my delivery

published

I ordered a pair of arch support shoes on 31 Jan 2020. I received no email confirmation of order being processed until I wrote an email. I paid $12.95 for postage. The package has been delivered to a newsagent 20min drive away from my home which is an inconvenience. I paid the postage which is quiet high for the product to be delivered to my home address.

Had I read these reviews prior to order I wouldnt have placed an order.

3 comments
Brand House Direct
Lee S.Brand House Direct

Hi thank you for your feedback. I am sorry to hear that. In future, if you prefer, we would be more than happy to send your orders via Australia Post if that is more convenient?

Vishitha
Vishitha

Thank you for your reply. I would appreciate receiving an option how I would like the product to be delivered as in left at the address/alternative address etc.

Brand House Direct
Lee S.Brand House Direct

Yes please contact us when placing your next order so we can ensure it is shipped via Australia Post for you.

SVi

SViGreater Melbourne (Outer), VIC

In the end i got them

published

I ordered a pair of boots (shipped on the last 4th business day) and they didn't fit - returned them for an exchange for 2 other pairs of boots. Was told return order should be processed within 3 business days and it did not happen. Rang up to follow up my return order - the CS processed my order and the 2 pairs of boots got sent out on express shipping without me paying anymore. Overall the service is not pleasant but in the end i got what i wanted hence giving them 4 stars out of 5. Will i shop here again - maybe.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
See all answers
  • Verified customer

Happy customer

published

Ordered two pairs in same size but one pair too large. Different brand.
Returned large pair & was refunded. Still cost the return postage but still great value on the pair I kept.

Product Quality
Shipping
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
See all answers

Review collected in partnership with Brand House Direct


No order received

published

I ordered 2 pairs of school shoes 22 days ago. The shoes have not been delivered. Absolutely terrible communication from this business. They advised it had been sent and provided a tracking number which states my parcel has been delivered in Sydney, I'm in Qld!!!!! I had to buy school shoes from another shop so have now spent double the amount.

Product Quality
Shipping
Return Claim MadeNo
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi I am so sorry to hear that. Can you please advise your order number?

Louise
Louise

302764 is the order number


Emma

EmmaSouth East Queensland, QLD

Not good enough

published

Have received an email saying they no longer stock the shoes i wanted and they sent me new options, i replied back with the shoes i would like and haven’t heard back since. I’ve sent emails and they don’t pick up the phone. never got sent a confirmation email either. I’ve been requesting a refund with still no reply. SORT IT OUT!

Return Claim MadeYes
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi Emma, can you advise your order number please?

Emma
Emma

305939


SunnysideT

SunnysideTSouth East Queensland, QLD

  • Verified customer

Love these shoes

published

Easy site to navigate with an enormous range at great prices. I bought a pair of Planet sandals (great quality and super comfy) and even with the postage they were less than the Myer sale. The delivery was a bit slow.

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
See all answers

Review collected in partnership with Brand House Direct


Candeza

CandezaSydney, NSW

  • Verified customer

They do not answer the phone or refund

published

I purchased a pair of shoes which did not fit sent it back tracked a 2 weeks ago and have not calling every day but no one answers or responds to emails just want to get a refund or exchange very bad customer service

Product Quality
Shipping
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
See all answers
3 comments
Brand House Direct
Lee S.Brand House Direct

Hi Candeza, I am sorry to hear that. Which number are you calling? We are available on 1300735786 mon-fri 10-5 AEST. Can you advise your order number so I can help?

Candeza
Candeza

Yes that is the number I have been calling no one answers my order number is 299224 my tracking advised you received my shoes I sent back 2 weeks ago.

Candeza
Candeza

I have heard back via email and look forward to receiving my exchange thank you Candice

Eileen Wilkins

Eileen WilkinsSydney Surrounds, NSW

  • Verified customer

Excellent selection of products.

published

I have purchased many boots sandals shoes from this company over the last few years. I can highly recommend.
They sell a great range of high quality products Plant being one of my favourites.
Most important it us easy to deal with them and the service is excellent

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
See all answers

Review collected in partnership with Brand House Direct

Did not send and exchange my items

published

The product was delivered fast but when the sizing was incorrect, I had paid for return postage to return the unused items and request for a size bigger to be sent to me. Ive never heard from them despite sending them several emails! The tracking shows that they had already received my items a while ago. Will escalate further to NSW FAIR WORK office if they choose not to send me my shoes.

Sizing Very small
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number so I can assist?

Callie
Callie

#302298 and postal tracking indicated you have received my returned item 9 says ago.


Brand House have redeemed themselves

published

Their method of despatch to New Zealand is totally useless after 16 days still shows waiting to be collected on all tracking websites however Brand House has advised its been collected.
Courier has now advised parcel lost and Brandhouse have reshipped

Shipping
Return Claim MadeNo
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi Peter, I would like to try and help. Can you advise your order number?

Peter C.
Peter C.

Hi 294508 7 Jan FGF0159992
Regards Peter


Still waiting...

published

I ordered my shoes 12 days ago and they still have not been shipped. I have emailed but received no reply. I have tried to call several times but cannot get through to anybody. Order number 303591.

1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Jenna, I will follow up with the shipping team asap for you and I will revert back. Thanks for your patience and understanding. If you wish to call, we are available mon-fri 10-5AEST on 1300735786


Pran

PranGreater Melbourne (Metropolitan), VIC

  • 2 reviews
  • Verified customer

Best price! With a perfect quality!!!

published

I was worry at first to buy my first Doctor Martens boots from this site because the price was cheaper than any other marketplace. But, since I've read the other reviews and the claimed from the company itself, I believed that all of the products are original. I found there are many happy customers also. So, I ordered from Brand House Direct and I am very satisfied with the shoes that I received (Doctor Martens Black Nappa). I highly recommend this site to everyone!

Anyway, I suggest people to try the actual Dr. Martens boots first in the store to find the fittest size for them because the sizing (for me) is different from other brands. I usually wear Nike size 42, Adidas size 41, but for these boots I am fit with the size 39 (Europe).

Product Quality
Shipping
Return Claim MadeNo
Sizing True to size
Product Appearance As advertised
See all answers

Review collected in partnership with Brand House Direct


Nat Steph

Nat Steph Perth, WA

  • Verified customer

Disappointing choice for shipping.

published

Product is great!!! Well packaged and came as expected.
It’s a shame that you use ‘the worst’ courier company in Australia. This is the only reason I’d be hesitant to purchase again.

Product Quality
Shipping
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
See all answers
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that. We would be more than happy to post your future orders via Australia post if you prefer?

Nat Steph
Nat Steph

Glad to hear the feedback, thank you!
I will certainly be ordering again in that case.

Review collected in partnership with Brand House Direct


Page 1 of 57

Questions & Answers

jessie siew

jessie siewasked

Hi I had return items (order no 293816, $87.60 )send back by Australia Post on 15/01/2020, postage cost A$21.45 tracking no r644113030311250. I still waiting the credit amount go back to my credit card a/c.would you please help.once i received my credit i would put in a new order

No answers

Niteawk

Niteawkasked

My order was put in on 30th January with a statement that shipping would be 5 to 7 days. I was ok with that. The 7 days is now up and on visiting the website and checking my order, I find that the order hasn't even been prepared for shipping yet. My order number is 307378. What is going on here. People try to get a savings by shopping and are being misled.

3 answers
Brand House Direct
Lee S.Brand House Direct

Hi the order was placed on the 30th January. We do state to expect dispatch in approximately 1-4 business days. Today is business day number 4. The order will be dispatched today and we will email you the tracking details. Thank you for your patience.

Niteawk
Niteawk

Thank you so much for your prompt reply Lee. Much appreciated. I now look forward to receiving my products and amending my review. Janet

Niteawk
Niteawk

As promised, I received an email on 5th February to say my order had been dispatched. My order was received on 7th February. Now this is super fast shipping. The quality of the products ordered were excellent and well packaged. The only slow thing was the time between ordering and shipping which, in my case, was 7 days as part of the time was over a weekend. Other than than that, I am quite pleased with my purchase.


Vicki Cunniffe

Vicki Cunniffeasked

Hi I bought a pair of Nikes from you, I ordered a size 8, but received yesterday a size 7. I bought them from you on Trade me. Please I need to change these shoes for a size 8. Its auction P180257988, thank you, and hope you can help me. Vicki

4 answers
Dorothy V
Dorothy V

Will change all info and paper work in box

Vicki Cunniffe
Vicki Cunniffe

Hi Dorothy, also today I have sent away shoes back to the correct returns address. So you will then be able to send me the correct size 8 Nikes. Thank you

Brand House Direct
Lee S.Brand House Direct

Hi the returns team will contact you once the return is received.


Get an answer from our members and Brand House Direct representatives

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