51 questions from our users
My order #516203 was processed a week ago. It has not been processed or shipped after a week. I would like to know when they will be shipped.
Mate, I'd contact them. It took longer than it should have to get mone. Then I sent them back as they were faulty. They received them back on May 25th and I have had nothing but dramas and still no shoes! All I can say is good luck!
I've sent an email and I will continue to harass them until I get a response. Thank for your response
Hi the order will be shipped this week, we will email you the tracking details once dispatched.
I appear to have a similar enquiry to others posted here.
I have an AfterPay order # only (275509263) but no confirmation email for an order placed June 19.
I would like to achieve a resolution in the form of:
Hi please email the full name the order was placed under to email@example.com so we can look into this for you.
Why am I not receiving my “ store credit” access code?
I have complied with the instructions from Jennifer the manager or appointed spokesperson from “brand house direct” ( or “yoursfit” company ? ) and have been waiting since the 23/5/22 to receive acces...s my store credit! I am not receiving any confirmation emails or return phone calls from her or anyone, and this obviously is preventing me from using my store credit. I need that access code as they are holding onto $207 of my money! All I am told is “if I don’t here back from her to call again ”! I have been calling every week, as advised to, ( as well as a few emails ) only to get the same ( lame ) excuse, “ call again next week if I don’t hear from her! “ Please help me as the call centre girls and man, said only the manager can provide me with that access code.
Hi can you advise the order number?
Thank you Lee S. for your prompt response.
I don’t have the order number, can you advise me where I can locate it?
I can provide the “RETURN RECEIVED” number which is #495399....
I purchased boots and they arrived damaged and unwearable. All my attempts to contact you and get a response has failed. Will you honour a full refund including postage as you supplied damaged goods? You should provide the consumer what they paid for, and take responsibility when there is an error at your end.
Customer Service is non existent with Brand House Direct. I called them several times and wrote several emails and got fobbed off. I own an outsourcing customer service business and we would have been...fired if this was the service given to consumers. One of the customer service reps even told me that she would provide the email/mobile of her Manager and I can call the manager to get a faster response.
Hi please contact firstname.lastname@example.org so we can assist with any concerns you may have.
I am still waiting for an email confirming despatch of my order. The 1300 nunmber you provide just rings out constantly. I plaed my order 9 days ago, you took the money and confirmed and I am still awaiting information on despatch.
Nothing even about delays.
This is oor service and makes me suspicious that this is not a legitimtate business.
Order number is 506843
I have just placed order after reading these re If we I am very concerned. Can you reassure that you have the packing and shipping in order.
Hi we will email you the tracking details once the order is shipped.
Reading all these reviews and after 48hours no confirmation or tracking order email I feel this company maybe a scam. You certainly did reassure me with your response.
Hi I can assure you will receive your tracking details this week.
Hi, ordered my shoes on 22 April 2022 and have not received them to date.
I checked my order number(504720) with tracking this morning and order still not ready for dispatch. I need them by 9 May but at this stage looks very doubtful.
Hi the order will be shipped in the next few days. We apologise for the delay and we thank you for your patience.
I'm sorry Lee but that's not acceptable. I've received three answers at various times giving me the same story. Nowhere near good enough and I'm not surprised to read a lot of complaints. Seeing the o...rder has not been dispatched and the product is still in your possession, I would like to cancel the order and receive a full refund.
Just wanna know why it has taken me so long for my refund to come back? I returned my order 3 weeks ago now and still nothing.
Hi can you advise your order number please?
Hi the refund has already been processed, I have resent the refund confirmation via email again today.
502342 My order was placed 9 April. Today is 26 April. No answer to calls however did receive an answer to my email ‘due to pandemic, staff shortages etc’ which is wearing very thin considering if this is the case you are obligated to state this very very extensive delay on your website and on your social media platforms. 1 to 4 days has long been over. Have sent another email and Am taking this up with PayPal and follow up with posts in social media. What a terrible way to run a business.
From my experience escalation via PayPal is the answer. In my case the BHD staff person who replied to my emails didn't bother to check on my order, just sent the standard response that they have be...en using, that is that they have moved warehouses and that the order will be sent in a few days. If the person who received my email had checked on my order they would have seen that it was a pre-order and not being sent from the local BHD warehouse but somewhere else therefore would not be sent in a few days. It took my sending three emails and then having a live chat to discover this, then reporting and escalating the matter to Paypal to finally force them to refund my money but not before they tried to get me to accept a slightly more expensive replacement at their cost. I declined and finally received my refund. There are so many complaints about BHD on this and another feedback forum the negative feedback must surely damage them at some point.
Hi Thanks for the advice - will escalate via PayPal as this is beyond a joke. How do they have 5 star reviews on their website? Obviously the reviews are not real. Cheers
Hello, I placed my order on 13 March. Order number 497204. I just tried calling twice and the call rang out . It is was within your office hours I called. I would like to know when my order will be sent. I ordered from other other companies on the same day and have received my orders from them within a few days to two weeks. I would very much like my order. Thank you
HI, my advice is to be persistent with BHD and if necessary escalate your complaint via PayPal or your credit card company. I have just posted my experience under Kats post.
ORDER NO. #501990
When will my order be dispatched? Your website advised shipping takes 1 to 4 days, but to date I haven't received any communication about the parcel.
Thanks for looking into this.
Hi the order will be shipped in the next few days. We thank you for your patience. as we have experienced shipping delays due to staff shortages as a result of the pandemic.
I’ve been waiting 3 weeks. Have lodged a dispute with credit card company as I’m not hopeful I’ll get my order.
On the website, for this product listing, we state to expect dispatch in 1-4 business days. Currently we are on business day 2 since you placed your order. The order is due for shipment very soon.
Hi, I placed an order on the 9th of March which hasn't dispatched yet, I have still not received. My order number is #496577.
Hi I have checked the status of the order and it has been shipped.
Hello, My order No 485870 was placed on 20 January 2022 when can I expect my parcel. Ian.
Hello My order was placed on 20 January 2022 Order No 485870 when can I expect my parcel. Ian
I got a shipping notice after 10 days, then it took another 5 days, but I am regional. So near the first week of February unless they are starting to listen to their customers and actually meeting the shipping times they advertise.
Hi the order will be sent today.
Hi, I placed my Order #488137 on 29 Jan, still no update for despatch. any update please? I also sent email but no reply. Please advise. Thank you
I have no idea, sorry, I don't work for BHD - I'm only yet another aggrieved customer
Hi Betty, the order is due for dispatch on Monday.
What are the sizes for uk and Australia?
I am waiting for my replacement for shoes size 10 to be replaced with size 9. I sent the Mary Jane size 10 shoes back to you on 25 January 2022 within the hour they arrived. I wanted to know what size...9 in the UK is in Australia. Please let me know when you will be sending the replacement Mary Jane shoes size 9 please!
Hi can you advise your order number and the tracking number for the return?
The website has US sizes.
My order 482351 has not yet been shipped. Is there a problem, I have sent emails and had no reply.
Please let me know what is happening.
Hi the order will be shipped this week. We have had shipping delays as a result of staff shortages in the warehouse due to the pandemic. We thank you for your patience.
Why do uou not answer your emails I purchased some shoes over a week ago and i still have no infirmation for when itll be posted
Hi Kim, can you please advise your order number?
Hi the order will be shipped this week. We will email you a tracking number once dispatched.
I am trying to get in contact in regard to my refund since last week. No one get back to me. My order number is 468649.
If you paid using Paypal then raise a dispute via Paypal as they are excellent when there is a issue with receiving refunds.
Possibly email Brandhouse so you have a trail of evidence....
Hi, the returns department is closed right now as it is very early morning. I will follow up the return status when they reopen later today and will get back to you. Thank you for your patience, it is...likely just in queue to be processed as it is a very busy period just before Christmas.
Thank you. I have received my refund today
Why is this business so slow to ship. I have been buying on the net for years and this is by far the slowest to ship the goods, most of the time not within the 4 days you advertise... why it takes 4 days even no one would know.... is this bussiness purely a middleman bussiness who does not stock the goods?
Hi Lynne, thank you for your feedback. It is a very busy shipping period right now prior to Christmas. We thank you for your patience and understanding during these busy times.
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