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 !

Very helpful fast and good response, was emailed to have an exchange item sent out, claim has now been finished

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.

Some shoes were very small though even though stated as my size.. otherwise easy to navigate ..lots of items in stock

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.

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

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

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.

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!

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.

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.

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.

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.

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.

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.