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Brand House Direct
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Sharon MooreSouth East Queensland, QLD
- Verified customer
Do not buy from this website
They give NO CUSTOMER SERVICE !! THE REVIEWS ARE LIES AND NOT FROM REAL PEOPLE !!
The shoes are advertised as the wrong sizes... They lie about the comfort and jobs the shoes would be good for. They sell defected shoes where when you push your foot up to the strap between your toes - your toes end up hanging over the edge.. !!! ..Crap shoes ! Extremely bad customer service !
1 comment
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Review collected in partnership with Brand House Direct
WattoSouth-Eastern Region, NSW
- 2 reviews
- Verified customer
Good Service
Very helpful fast and good response, was emailed to have an exchange item sent out, claim has now been finished
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Review collected in partnership with Brand House Direct
Simone SGreater Melbourne (Metropolitan), VIC
- 3 reviews
- 2 likes
Avoid at all costs! They have five companies with different names, do your research and read reviews first!!!
The worst online shopping experience of my life. If only I could leave a ZERO STAR review!!!
$18 postage for two pairs of shoes/slippers in a size 9 that arrived and were incorrectly sized. I received a size 6 instead, size stickers were turned upside down?
Returned shoes via Australia Post, following all correct protocols (only purchased initially, as the website offers REFUNDS.)
Applied for a PayPal return postage refund. Receive it within three days. Filled out all the correct paperwork for brandhouse direct/your fit.... Weeks went by a...Read more
nd still no refund. Called them so many times, no answer. Finally got through and was given so many different excuses. The main one - they decided not to refund in case I changed my mind and wanted a credit instead??? Said they’d sent me an email about this, I didn’t get any email... Said that I filled out the paperwork for a refund, I want a refund please. The receptionist argued with me on the phone, going round & round in circles... then said I’d have to wait 3 business days for the manager to decide whether to grant me a refund or not?!?!10 comments
Lee S.Brand House Direct
Hi thank you for the feedback. I would really like to help. Can you advise your order number please? We process returns in a timely manner so I can only assume some miscommunication has occurred somew... Read more
here along the line. We do value your business so I would like to try and rectify this matter if you give me the opportunity.Surely you are joking?? Now you want to help me? There has been no miscommunication!!
You Refused to refund my money so I went through a full PayPal dispute with your company as the seller... which y... Read more
Oh I forgot about the part where you wrote me an email and tried to blackmail me by saying you would only refund me if I withdrew the PayPal dispute. And you wouldn’t refund the postage. I refused to ... Read more
withdraw the PayPal dispute because then I felt I would not be covered if you changed your mind about refunding. Your website says full refund. No one should have to go through this. And from what I can see from other reviewers I am not the only one who has experience this. Anyone reading these reviews please do not deal with this company!!!Similar opinion? Write a review on ProductReview.com.au!
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Igor PyshkinMetropolitan Adelaide, SA
- Verified customer
The worst service I have ever met
No size chart for a particular model. Even the same one brand has different sizes in different models. Very hard to guess. Absolutely not true to size.
No option for a refund. The only store credit and if you do not wish any deal they just take your money. Very unfair and not customer orientated.
In emails, they do not name you just "Hi" and do not sign the sender's name, so you just do not know who are you talking with. Had the worst online experience with them. Do not recommend anyone.
1 comment
Lee S.Brand House Direct
Hi Igor, I am sorry to hear that you were unhappy with your item. As you have returned your item for the 2nd time, we have offered you a store credit that you can use at any time on the website. The i... Read more
tem you bought does have a size chart in the listing on the website and we would be more than happy to help you with shoe measurements. We are always here to help our customers as best we can.Similar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
- Verified customer
Will not shop from here again
Has taken 3 months to get resolution. I ordered 2 pairs of shoes from Brand House Direct on 11th August. This parcel was reported lost by Couriers Please on 16th September after multiple emails and phone calls by me to trace the parcel. Items were then re-ordered on 21st September, I was informed that 1 pair was no longer available despite it showing on website they were. They tried to sell me another pair that were $40 more, I declined.
The 2nd pair were finally received mid October, these were at least 2 sizes smaller than the label stated, ...Read more
1 comment
Lee S.Brand House Direct
Hi I am so sorry to hear that. When you contacted us to advise that you had not received your parcel, we did lodge an investigation immediately with the shipping provider. Once they advised that the p... Read more
arcel had unfortunately been lost, we organised a replacement parcel immediately. We are really sorry that this happened, but unfortunately it was out of our control as we had shipped the parcel in a timely manner. We do value your business and would like to look after you with a personalised service in the future if you can give us the opportunity.Similar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Brand House Direct
- Verified customer
Good communication throughout. Fast shipping!
Some shoes were very small though even though stated as my size.. otherwise easy to navigate ..lots of items in stock
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Review collected in partnership with Brand House Direct
BellazeusAustralia
- 12 reviews
- 2 likes
Save your money and shop elsewhere
Told me they had a pair of shoes in stock, then after I purchased they were no longer available. They said they emailed me, but I never received it. The one pair they sent me was obviously misprinted and were a much smaller size than the label said. Apparently this is my fault and they want me to pay return shipping. The whole experience has been painful and if I could give them 0 stars, I would. Still waiting on a successful resolution to my issues.
10 comments
Lee S.Brand House Direct
Hi thank you for your feedback. I am sorry to hear that. Can you advise your order number so I can assist?
Sure, #375085. I am still waiting to hear back from the manager who was meant to call me back before closing time. Guess you're only quick to reply to public reviews.
Lee S.Brand House Direct
Hi I can see management have sent you a reply via email. We will resend this to you again. We hope to resolve this matter for you asap.
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- Verified customer
Prefect shoes great colour and so comfy
Great leather shoes comfy great colours.quick delivery.Bought all my shoes from brand.So quick return a few pairs no problem with exchanges.Wont buy anywhere else.This company is so great and great range
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Review collected in partnership with Brand House Direct
bethany GloverGreater Melbourne (Outer), VIC
- Verified customer
Have had a really bad experience overall
Ended up in a refund/ exchange war with these guys. I ordered my size in shoes, using their size chart, and the shoes that came were way too small. They were labelled my size, but way too small. I exchanged for a full size up. Shoes still way too small. The shoes were labelled now 1 size larger than i would normally take. As it was my second return, they refused to give me a refund. I was disappointed as i didn't want to order through them anymore. I had to chase the company for at least a week to get the store credit. Their email time is abysm...Read more
al, their replies are unprofessional, and the phone doesn't even get answered. Quite frustrating. The two pairs of store credit shoes arrived. I had carefully used their size chart. Shoes? WAY TOO SMALL. I have bought from these 3 brands before, and never had size issues. Order through them? Nothing fits? Like what? As they are shoes bought with store credit, they cant be exchanged or refunded. An additional pair of shoes also didn't fit. Total: 5 pairs of shoes marked my size, but did not fit, and when I measured them in person, didn't even match their size chart, or the original company size chart. Overall very upset with the service provided, and the products. It almost feels like they get factory seconds/ mislabeled shoes, and just hope for the best that their customers get something right. Its really appalling.5 comments
Lee S.Brand House Direct
Hi Bethany, thank you for your feedback. I can assure you that we don't sell factory seconds. You are more than welcome to return any unworn, brand new shoes in the original shoebox. We are always hap... Read more
py to help and can also assist you with shoe measurements.That's all fair to say, but I ordered shoes from brands I KNOW fit me. Same size I KNOW i take, and the shoes that came from you were way too small. It just doesn't make sense.
Lee S.Brand House Direct
Hi Bethany, I am sorry to hear the pairs didn't fit you. In the future, if you call our customer service team, we would be more than happy to provide you with shoe measurements to assist.
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Review collected in partnership with Brand House Direct
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Great Aussie Company, Had An Issue Initially But They Took Care Of It!
Initially had some issues with my order from Brand House Direct and wrote a much less flattering review. Brand House Direct's customer service reached out to me and their CEO even called me and they took care of everything for me. Great Aussie company, really doubt I'd receive service like this from any overseas company. Happy customer in the end, appreciate all your help! I've recommended you guys to a friend of mine who needs bulk workwear for his staff. Thanks again! - Azrai
2 comments
Lee S.Brand House Direct
Hi Azrai, we sincerely apologise for the human packing error and sending you the wrong size boots. We have issued you a reply paid Australia Post label to send back the incorrect size and will send yo... Read more
u the correct sized boots on Monday as a priority. We will fix the mistake urgently and we thank you for your patience and understanding.Lee S.Brand House Direct
Hi Azrai, just replying to your review so you get the link to login to the site :)
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JohnGreater Melbourne (Outer), VIC
- 7 reviews
- 5 likes
- Verified customer
Not a great experience
I was promised shipping the same or the next day when the shoes were overdue, what actually happened was I was contacted 3 weeks later to say the colour I ordered was now no longer in stock. I reluctantly ordered a colour that was in stock and rang them to see if they could expedite shipping, which they did.
Turns out the Merrells although listed as 'comfort fitting' were a narrow fit and very uncomfortable, but that's not BH's problem. Overall though, I will not shop with BH again, there are better online shoe retailers. Also I discovered Merrill was offering the same shoe at $20 less.
4 comments
Lee S.Brand House Direct
Hi John, thank you for your feedback. We do value your business and hope you can consider shopping with us in the future.
The trouble is, Lee, you’ve given me no reason to shop with you again, I’ve had much better, and faster, service from other online shoe stores. You were weeks late with delivery, you finally didn’t ha... Read more
ve the colour for the shoe order which you accepted and on calling I was told my order was going to be shipped the same or the next day which turned out to be a complete fabrication. Not a good look. This is one brand I won’t be homing in on again.Lee S.Brand House Direct
Hi John, if you provide me with your order number, I would like to look into this matter and try my best to rectify this.
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PBDSydney, NSW
- 2 reviews
- 5 likes
Worse Shopping Experience
I ordered 2 pair of boots in my normal size and they were too small so I contacted customer service. They said to get a full size up. Then the second lot of boots arrived and were too big! $86 out of pocket in shipping to return 2 different boot orders and then get charged for the shipping of incorrect sizing! Still waiting for my refund and the items have been back at this company for 10 days! Every time I ring I am told that it will be done and I will get an email notification of my refund. I ask to speak to a manager and they are never available. This is the worst online shopping experience I have ever had and I will never shop with this company again. AVOID THIS COMPANY!
2 comments
Lee S.Brand House Direct
Hi you are more than welcome to return the boots that are too big. We are more than happy to help.
I have returned the boots that are too big and they have been in your office waiting for a refund since 23rd July. I am in the process of report this company to Fair Trading. I should not be charged... Read more
shipping because of a staff members error plus it seems this company is very incompetent and is ripping off a lot of people.Similar opinion? Write a review on ProductReview.com.au!
NothappyjanSydney, NSW
Avoid this company at all costs
Our order took almost a month to arrive despite calling them on several occasions And only came when we said we were cancelling. Boots didn't fit and now waiting for 6 weeks for a refund and again no response to our complaints.
3 comments
Lee S.Brand House Direct
Hi I will need to check if we have received your return back. Can you advise your order number so I can help please?
Order number 339045
Lee S.Brand House Direct
Hi we have sent you several emails about your return. The refund for the boots has been processed.
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MeeeeeeSydney, NSW
- 5 reviews
- 8 likes
Dont buy from brand house if you want delivered in a reasonable timeframe
22nd May 2020 ordered
Delivered 1st June.
Now I am 60 years old I have worked out what size I take. 11.5 in joggers and in thongs a 12.
Thier sizing chart is wrong.
Usually a size12, on arrival far too small not even near it so returned for a size 13 these just fit
(Scholl Sonoma thongs)
Should have bought a size 14 but I am not going through this again.
Never take a size13 in my life.
Note, the product looks alright.
But this outfit does not make them,...Read more
12 comments
Lee S.Brand House Direct
Hi can you confirm which order numbers you have returned so I can follow up with the returns team?
Hello... Read it again... I have written the numbers in the review, Do you need a Guide dog ??
You don't have a returns team, I looked up your address on Google street view, Its a not a big place at all
maybe, just Maybe 5 people work there.
There is no returns team there , there is one or 2 people in the warehouse
Not many in the office as you people have not Mastered the skill of Email Yet.
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Terrible service
Ordered a pair of slippers, size was too small. Paid postage to have them returned. Waited 4 weeks for another similar pair to arrive, which I was not able to wear with the arch support. Called them and was advised I would have to pay to ship them back again and also pay for them to be shipped back. I asked if I could bring them in and pick up a new pair from their warehouse, but was advised no. So basically my $60 slippers will now be costing close to $100. Will never trade with this company again. Also after reading so many poor reviews, I'm most surprised how they have remained in business and disappointed I did not see these prior to ordering.
4 comments
Lee S.Brand House Direct
Hi Jacquie, can you please advise your order number so I can assist please?
Hi Lee, my order numbers are 534122 and 333860. Thank you
Lee S.Brand House Direct
Hi Jacquie, you are more than welcome to return the slippers. Please complete the returns form inside your parcel and post the item back to us. We will contact you once received.
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ZinaSydney, NSW
- 3 reviews
- 2 likes
- Verified customer
Customer service never reply
Their customer service is very poor, as the shoes are a size too small, I am always a 7, but with this I need an 8 as the sizes are very narrow and small. The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct. My only hope to stop the payment from Afterpay for a product which is not what is not as the advertising.
2 comments
Lee S.Brand House Direct
Hi Zina, we enclosed a returns form inside your parcel. Please complete this form and post back the item to us for an exchange or refund. It is a very easy process. We will contact you once received.
I return my order and you guys receive it on Friday 19th June at 14.32 but no one wants to talk to me or replay to my emails that I send. Do I get exchanged or a refund? Also how long it will take? Co... Read more
mmunication with customers is number one priority for a "good" company apparently the only way to return my email it was when I refused to pay. What is going to happen now?Similar opinion? Write a review on ProductReview.com.au!
Cliffy34ADELAIDE
- 10 reviews
- 8 likes
Waited weeks and weeks for a refund
Ordered slippers and they arrived promptly. The style was great, but unfortunately they were too small and were the largest in the style, so they had to be returned. Even with coronavirus, the tracking showed fairly prompt return to the company Then I waited and waited. Replied to their email and phoned. Eventually got refund about 6 weeks later.
Now I can go and buy a pair of slippers which fit.
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KazzaSouth East Queensland, QLD
Return of shoes too small
Due to Covid19 most retailers were closed so I thought I'd buy a pair of shoes online from an Australian business. I don't usually buy shoes online because I'd like to try them on. I am having a terrible experience with Brand House Direct. Their customer service is nothing to boast about, as the shoes are a size too small, even though I am always a 7, it looks like I need an 8 for this shoes! The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct.
1 comment
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist please? We would be more than happy to assist with a return for an exchange or a refund.
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AmmuBSouth East Queensland, QLD
Terrible experience
I bought 2 clark's school shoes, a black and white from this website. I was told it will reach in 2-5 business days. Plenty of time before school starts. I kept on contacting them as I saw the items were not being dispatched. I called up and they assured it will be delivered the Friday before school starts. Guess what, it din't reach. I had to buy both shoes from the local shop. And then the next week I got half of the order and my order tracking was updated as delivered when actually not everything was delivered. I emailed a couple of times an...Read more
d finally got a message saying that is not available. I asked for a refund. It's been more than 2 weeks and still nothing. I told that I don't need the black shoes either as I had to buy it locally and they din't keep the delivery date promised. No response for that either. I would never buy from these people again. I am going to raise a complaint with ACCC23 comments
Lee S.Brand House Direct
Hi I am sorry to hear that. Can you please advise your order number so I can help please?
My order number is 303443
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.
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OliverMid North Coast, NSW
- Verified customer
The worst online retail site I've ever used
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.
4 comments
Lee S.Brand House Direct
Hi I am sorry to hear that. Can you please advise your order number so I can help please? Did you send back a return? I would be happy to check on this for you. We did have some Telstra phone line iss... Read more
ues recently, I am sorry if you were affected by this.sure, its 301714
Lee S.Brand House Direct
Hi we sent you an email regarding your return. Have you received this email?
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Questions & 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
No answers
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
Joan & Gregasked
Hi, Have been told I will receive an email shortly! No contact at all received Credit Card was charged no problem tho.Starting to suspect a scam.
5 answers
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist?
#371453
Still haven't received an order confirmation on joangreg@xtra.co.nz Could I have that please?
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 Sharon, I have checked you order and email correspondence and I can see that we shipped you the items exactly as described. I am sorry to hear that the shoes didn't fit you, you are more than welco... Read more
me to return them to us for a refund or exchange. We are always happy to help.