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Brand House Direct
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- Verified customer
Very bad return policy and refund
The company has a terrible return policy and a very costly one. They expect you to pay for postage to be sent and then when you return you pay again. I also had to call several times to check on the refund which did not come until I called. I will not be using this company again. Shoes are items bought on line that differ in size and comfort this company does not allow for that.
1 comment
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- Verified customer
Still waiting to be reimbursed
Length of my sandal was good and lovely design but the ankle strap was far too short.
Impossible to do up. Still waiting to have a reply for my email asking where my money back is.
2 comments
Lee S.Brand House Direct
Hi I am sorry to hear that they didn't fit you. Can you please advise your order number so I can check if the returns team have contacted you?
Lee S.Brand House Direct
Hi we are up to date with email correspondence. Can you advise your order number so I can assist you? You are welcome to return the shoes if they don't fit you.
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- Verified customer
Excellent Service & Follow up . Was absolutely happy with my purchase.
Site was very easy to navigate & an excellent range & choice of products. The sandals purchased were just perfect & very comfortable, reasonably priced & delivered promptly
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UnhappyMid North Coast, NSW
Post service
While i was very happy with my purchase, delivery times and navigation of the web page the after purchase policy has been terrible.
Within 6 weeks of owning my shoes the sole on 1 shoe started to came away. I had while these shoes 1 day a week maximum.
When we emailed the company it took weeks to receive a response, to take photos of the issue. Many emails later it is now 6 months and they need me to cut up the shoes and they will give me a store credit. I don't want a store credit i just want the shoes i paid for.
Never again, very disappointing.
9 comments
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist please?
363136, a compliant has now been lodged with the ACCC.
Lee S.Brand House Direct
Hi we are happy to help you. We sent you an email with a response. We are happy to organise an exchange, store credit or refund.
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SharynGreater Melbourne (Outer), VIC
Bad customer service
I ordered shoes that have never arrived. Sent three emails, have to keep chasing them, as no response. Very poor
6 comments
Lee S.Brand House Direct
Hi Sharyn, can you please advise your order number so I can assist?
Thanks for your response, myorder number is #394667
Lee S.Brand House Direct
Hi Sharyn, we have contacted Australia Post. Have you received our reply via email?
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- Verified customer
Great and easy to deal with. Happy with quality and service offered. Will use again.
Offer a great range of products and competitive prices. Pleasant to deal with and have a easy returns policy. Will use again.
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David WaterfallSouth East Queensland, QLD
- Verified customer
Warning, Terrible quality, 3 pairs of shocking Rockport shoes
I bought a pair of Rockport world classic shoes size 9US from Brand House Direct and they did not fit me, they were far to tight across the instep and I could barely get my foot into them so l returned them for a exchange and received a pair of 9 and a half US. when l received these shoes l first noticed that the shoes did not match, one shoe had a bold pattern while the other had no pattern, so l rang BHD and sent photos to them, they then fobbed me of and told me to contact Rockport even though l had never dealt with Rockport. I then tri...Read more
ed the shoes on and found they were to big so l returned them to BHD, they refused a refund and told me l could only get a store credit. A store credit was no good to me as l was not likely to use it so l requested that they send to me another pair of 9US, I thought with wear they may stretch. They said sure but l had to pay postage, PAY postage for returning faulty shoes, great! The shoes arrived and they fitted perfectly unlike the first pair of size 9US but again these shoes had a flaw the leather didn't match. I went to a department store to look at their Rockport shoes, Their shoes were of a far better quality than any of the 3 pairs l received from Brand House Direct. The 3 pairs of Rockport that l received from Brand House Direct all had flaws or defects the quality was terrible. I tried on a pair Rockport World Tour Classic US9 at the department store and they were a perfect fit for me. I wonder if the Rockport shoes from Brand House Direct are Rockport seconds that they are unable to sell in stores. I now am the owner of a pair of Rockport shoes ( seconds ) I have now learnt my lesson I will never buy any thing from Brand House Direct again. The quality of the shoes was just terrible, The 2 pair of US9 I received were different sizes, one pair did not fit, while the other pair that did fit had faulty and poor leather quality, With the pair of 9and a half, one shoe had a bold pattern while the other had no pattern. I am shocked at the quality of the shoes l received from Brand House Direct, never again, The next time l want a pair of Rockport shoes l will go to a department store, the price may be a little higher but the quality will be better4 comments
Lee S.Brand House Direct
Hi I am sorry to hear you were unhappy with the shoes you received. You are more than welcome to return the shoes. We don't sell seconds. They are genuine Rockport shoes, you are more than welcome to contact Rockport Australia to verify this.
Sure , you say that l can return the shoes, but l have to pay for postage and you said that you will not give me a refund only a store credit, l have already paid $46.05 in postage for the return ... Read more
of 2 pairs of faulty shoes and the money that you said l had to pay to you before you would post the 3rd pair of shoes to me, and if l return the 3rd pair of faulty shoes that will mean that l will have spent almost $60.00 in postage , and for this l will get a store credit ! NO THANKS , I am sick of sending Rockport seconds shoes back to you, l have been to a couple of Department stores and checked out their Rockport shoes and they are far superior to what you are selling. You say your shoes are genuine Rockport and not seconds well how come l have received 3 pairs of faulty shoes ? I cant keep sending faulty shoes back to you, it could end up costing me Hundred's of dollars in postage without the guarantee of getting a decent pair of shoes, stupid me l should have just bought my shoes from a department store.Lee S.Brand House Direct
Hi David, all Rockport shoes we sell are genuine. Please contact Rockport Australia to verify this. I am sorry to hear that the shoes didn't fit. You are welcome to return them. We are happy to help.
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- Verified customer
I didn’t like the shoes was too hard
I didn’t like the quality was too hard and uncomfortable To wear it And slightly too big on me But I still continue to look for another shoes
1 comment
Lee S.Brand House Direct
Hi Marianna, you are more than welcome to return the shoes for a refund or exchange. We are happy to help.
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The reviewer stated that an incentive was offered for this review
- Verified customer
Customer service is non existent however once the right person finally contacted me a refund was quickly made
Returned shoes for a smaller size. You have had them for over two weeks and tell me they are still waiting to be processed
4 comments
Lee S.Brand House Direct
Hi Glenda, can you please advise your order number so I can assist?
394686 but I doubt you will do anything satisfactory as no one else has
Lee S.Brand House Direct
Hi Glenda, we sent you an email to offer you some alternative styles available in a smaller size. We hadn't heard back from you so the refund for the return was processed. I think some miscommunication has occurred, I am so sorry about this!
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Vicki PSSouth East Queensland, QLD
- 2 reviews
- Verified customer
Very poor customer support
I've had good experiences with Brand House Direct until recently. I had to return one of two pairs of women's shoes (Scholl Orthoheel) because they were a poor fit. Eight days after they were received at the Broadmeadows warehouse I hadn't heard back or received a refund. Both customer service phone line and online chat were unavailable at 2.30pm on a Wednesday. Still waiting!
1 comment
Lee S.Brand House Direct
Hi Vicki, can you advise your order number so I can assist? Our phone lines were operating on Wednesday so I am so sorry you couldn't get through.
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KanSydney, NSW
- 2 reviews
- Verified customer
Disappointing Customer Service
5 non-delivery emails, no reply. No one answered customer support phone line. Order on 31 Jan, delivery on 11 Feb - and only after calling its courier everyday.
9 comments
Lee S.Brand House Direct
Hi Kan, can you please advise your order number so I can help please?
Order No. #404812 ordered on 31 January, 2021
Lee S.Brand House Direct
Hi Kan, we have been notified by Couriers Please that your item has been delivered. Have you received it?
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RebeccaSydney, NSW
Extremely Terrible, Don’t Purchase from these guys!!!!
Warning: Horrific, do not purchase from Brand House Direct!!! They can’t supply the items I purchased online and won’t issue a refund. It’s been 6 weeks, and I’m still waiting on a refund. They actually had the nerve to respond to my email after 4 weeks and ask me to choose a different size and colour. Dealing with idiots, as if you can make do with something that’s not your size or incorrect colour. I’m glad I used PayPal to make the purchase. Soon I’ll be reporting them to Fair trading and leaving bad reviews with proof so that other consumers don’t go through the same bad experience.
1 comment
Lee S.Brand House Direct
Hi Rebecca, I am so sorry to hear that. Can you advise your order number? I think some kind of misunderstanding has occurred and I would like to rectify this asap for you.
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funkzGreater Melbourne (Inner), VIC
- 4 reviews
Good, fast experience. Was wary though!
I ordered a pair of shoes from Brand House Direct and shortly after I started seeing all the scathing reviews both here and on OzBargain. I was really concerned and wanted to cancel the order but stopped short of doing that. I emailed them to let them know I was considering cancelling and asked them a question.
They wrote back to me within 24hrs, and to my surprise I got a notification from them saying the shoes were in the mail about 4 days later. I got the shoes and they were pristine, new and untouched in their original box which was not damaged. I thought I would at least come here and let everyone know that I had a positive experience with them.
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Avoid this site !! Poor communication, late delivery
I called direct and checked stock, they confirmed in stock. I purchased and they processed the sale. Over 7 days later they called and said now out of stock. I Reordered a different pair and it arrived late for the first day of school. If they knew what they were doing when I first called I would’ve purchased elsewhere and i wouldve had the correct shoes on time. I later (post shoes arrival) asked them to explain what they are doing to rectify this, they have no idea and in my opinion unable to provide a reliable service. I wouldn’t buy again from them and advise others avoid, unless you’d like to be disappointed 7+ days after original sale date.
1 comment
Lee S.Brand House Direct
Hi Rick, I am so sorry about this. We went to ship the shoes and upon checking the item at dispatch, it had the wrong size inside the shoebox. It appears to be a factory packing error. We obviously di... Read more
dn't want to send you the wrong size which is why we contacted you. I am so sorry for the inconvenience caused.Similar opinion? Write a review on ProductReview.com.au!
- Verified customer
customer service is disappointing
Im happily leaving a review.... i have now waited just over 2 months now for my return to be processed... As soon as i received my sandals i returned them the next day, as they were too small... i did ask for a call back once they were returned, so i can check sizing.... I have since emailed and been told to 'wait until they are processed' its now over 2 months and im still waiting! i have previously brought a pair of shoes and was super happy. now this... customer service is awful !
3 comments
Lee S.Brand House Direct
Hi Julie, I would be happy to help. Please advise your order number?
thank you... my response was i had to WAIT for my return to be processed... and im still waiting... i might just change the order to winter shoes.... #381540
Lee S.Brand House Direct
Hi the returns team contacted you via email weeks ago. I will resend the email. Please check.
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DonnaSydney, NSW
- Verified customer
Poor. Last order now this one
Shoes not available, then they became available & now waiting....waiting...waiting & not getting confirmation of emails I’ve responded to
Not satisfactory customer service
2 comments
Lee S.Brand House Direct
Hi Donna, can you please advise your order number so I can assist?
Too Little Too Late!
Incompetent Company- never again will I purchase from here
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PaulSydney, NSW
- 7 reviews
- 8 likes
On time and On price
Excellent service, price and delivery. Saved lots of dollars and delivery 2 days earlier than expected. Product exactly as expected. Thanks BrandHouse!!
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Mellissa TraceyMurray Mallee, SA
- Verified customer
can't live without walking shoes
online shopping is a state of the art, once I'd found the shoe I wanted, I immediately ordered them.
It wasn't one pair, I think I'd ordered 3 pairs of shoes.
I'm very satisfied on what I bought, they're comfortable and fit very well.
I'm satisfied once again the quality of the product, which is Merrell and Skechers
Actual fact they're light and breathable, at least my feet won't sweat and leave a bad odour inside them
Overall I'm a very happy customer, thank you so much
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The reviewer stated that an incentive was offered for this review
- Verified customer
Very happy
The lovely people at Brand House Direct were very understanding when I had to return two pair of shoes for an exchange. They located the two exchange pair I wanted very quickly and emailed me straight away. I'm very happy and satisfied with their service.
Regards
Sandra
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- Verified customer
Real Docs, Low Price
There was a good range of Dr Marten shoes for school for my daughter. The size I ordered were too big for her but the exchange process wasn’t a hassle and it was free shipping for the new pair. Quality is great,
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Questions & Answers
Louiseasked
How do i contact brand house direct?! I have tried the live chat, which always says they are not around, sent an email which i havent had a reply yet, and tried to call and the number says it is not in service!
No answers
Glenys Jacobsasked
I returned my shoes over 4 weeks ago,time even in these current circunstacei have sent msgs to customer service without reply
The only communication has been to write a review
Very unhappy and want my money or this will be esculated
2 answers
Lee S.Brand House Direct
Hi can you advise your order number so I can follow up on the return?
Scam procedures
Julieasked
Hi I put an order in on the 4th and have had no confirmation email,my first instalment has been paid via afterpay..can I have a confirmation email and tracking number of my parcel please..Thankyou my email is sjomeara@bigpond.com
No answers
Details
Category | Online Shops and Footwear Shops & Brands |
---|---|
Offers Free Standard Shipping | No |
Mens / Womens Clothing | Mens and Womens |
Labels Sold | Variety of Labels |
Buy Now, Pay Later Options | None |
Type of Footwear Offered | Casual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots |
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Lee S.Brand House Direct
Hi Julie, I am sorry to hear that. Can you please advise your order number so I can assist please?