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Great shoes, shame about customer service.
Sarcastic rude reply to a non confrontational, legitimate query. What is wrong you Brand Direct???? Disgusting customer service! Great shoes, but when enquiring about an additional pair, I was quizzed and then eventually ridiculed. I was 9disgusted with the customer service sarcastic reply I was sent. I wanted to purchase another pair of shoes and use the code I was invited to use on another purchase. The reply was sarcastic beyond words. An explanation please!
Not happy with my slippers!
I ordered a pair of orthotic slippers for $59.99 plus postage. When I received them they were too big, my foot kept on slipping sideways off the actual orthotic. I returned them and got a smaller size. This whole transaction was very easy to do, and I don't have any issues with it. The smaller size is doing the same thing, the part of the slipper that is around the ankle is too loose, so my foot moves as I'm walking in them, and my feet slip off the orthotic, there is no support at all. To compensate for this I have to clench my foot as I'm wal...king, which is not very comfortable. I am unable to wear the slippers at all, as they have no support. I emailed Brand House Direct about this issue, and I didn't get a reply. I also wrote a review about them stating the issue, and I never heard from Brand House Direct. Considering I paid over $70 with postage I am very disappointed in the quality of the slippers, and also with the company for not discussing the issue with me. I won't be buying from Brand House Direct again.
Review collected in partnership with Brand House Direct
WARNING: Cheap promises but hidden expenses
I purchased a pair of Doc Martens from Brand House Direct, mainly because it offered competitive prices on them. That is where the positives begin and end. They ended up being the wrong size completely and spent an extended time trying to figure out how to return the product. I was forced to bear the $20 cost of returning the item via post and with hopes of at least getting a refund. After receiving the product though, the firm didn't actually give me the money and I spent several weeks with 4 phone calls on multiple days and 4 emails to follow...it up, just to get them to acknowledge the return and refund the money. When they finally returned the money, they skimmed a further ~$20. So I am $40 at a loss with no product to show for it. DON'T WASTE your TIME or MONEY trying to buy from them just to save a few dollars!
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.
Still waiting for them to ship my boots and nobody answers the email sent!
I ordered a pair of boots last week, and they still haven't shipped! I tried to contact them but nobody answers...
Not sure if it was a scam... they took my money but still no news from them!
My order is number #356597
I would think it twice before buying from them.
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!
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.
absolutely appalling customer service
my wife ordered a pair of boots from brands house which was delivered on time, the boots did not fit and were sent back the same day. now over two weeks later we are still waiting for the refund to come through. they have been contacted a number of times and have been told, yes the refund has been done. nothing in the bank so still waiting. on top of this you pay postage to receive and the postage again to return the product. when queried was informed free return postage is only for exchanges not refunds.
they have online chat, but no one is ever there to respond, emails come back with the bare minimum of information.
so disappointed with this company, would not recommend to anyone
No communication AT ALL
I purchased a pair of boots in a size 8 (according to their chart). They were too small, but they provided a form to fill in and send back if I required an exchange. I filled this out, sent the boots back by registered post (which were received four days after sending them) and have heard absolutely nothing in three weeks. I've sent two emails and used live chat, only to be told that he would follow it up and email me ASAP. That was three days ago. How hard is it to acknowledge the receipt of boots, and email the status - ie: out of stock, etc. So incredibly frustrating. Next step is to request refund through PayPal.
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,...
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.
Purchase arrived but returned as size not suitable.They received them on 1/6/20
and asked I would like to order a replacement.We paid return registered post
and requested a refund less their original postage cost as per their policy.
After 5 emails to see if refund has been processed Not the courtesy of a reply.
Be very careful buying from these people. Order number 324147.
worst customer service from an online company
Returned 2 pairs of slippers bought, one to be exchanged and the other refunded. Tracking showed they received item over 2 weeks ago but no email or notification. After sending emails and making phone calls to track this, they had seperated items but couldnt find return slip and now won't refund me the full amount I paid for the slippers. It cost $15 postage to return the slippers and now $18 additional because they couldnt get the exchange properly organised. $32 spent and wasted. Will never recommend or order from this site again.
Customer Satisfaction Guarantee is a Joke
Bought a pair of shoes on their website but received no email confirmation until I called and found out that they send their correspondence into the promotion folder of Gmail. Next, I had to return the shoes immediately as they came in the wrong size. Now 2 weeks later and after multiple phone calls, I'm still waiting for my refund. I'll never buy from them again.
Worst customer service
I bought a pair of comfort shoes (Alegria Glee) from Brand House on order #329004.
I’m a nurse. After the first day of wearing them, I experienced very sore spots on my left foot, including red broken skin. This was due to a manufacturing defect. They were just too painful to continue wearing.
I have asked for a full refund as these are unfortunately not fit for purpose. I have been emailing and calling Brand house customer service multiple times. No one has responded my emails.
I tried calling over a 2 week period, and nobody ever got back to me. The last time I got hung up on. I would like to add I was never rude or aggressive while on the phone, just annoyed I was kept in the dark.
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.
Only one star as I can't give a ZERO
Order #331699. Bought shoes 4 May, unfortunately had to return them. The returned parcel was tracked to this business on 19 May. Initially asked for an exchange, if they thought they had a suitable size for my wide feet. After waiting for a week received an email saying I was in the queue for a refund and they would discuss an exchange then. More time went by so I sent another email and asked if I could just have a refund, as I needed to buy some orthopaedic shoes from my podiatrist. Still waiting.....they are hopeless at keeping clients up ...to date with what is happening. To add insult to injury, today I received TWO emails from them - one telling me to let all my friends know how great they are and the other asking for a review on the shoes I had recently purchased!!! How I wish I had read these reviews before dealing with this company!
3 weeks and nothing dispatched
Ordered some merrell shoes on 21st August 2030, after 8 days rang customer services , oh they take 8 dayd to come from watehouse we will get back to you,
Sent an email to the paypal registeted email address no response, payment taken out on day of order
Rang again today 21 days out, “ we will have to look into it”,
Getting to the point if requesting a refund.
On line shopping was to be tge saviour of lock down, this experience is not good.
Dispatch problems for me as well
Same as Graham Rogers. Took a week to find my shoes in the warehouse and only after I sent 2 emails, both unanswered, and called them do I get an email confirming dispatch, I reckon they woke the guy up today. Not sure with covid delays we need to wait 5 days for dispatch on top. Also I submitted a kindly worded review on their website which was taken down after 5 mins..... Pointing out that the website claims free standard delivery in Aust, but they charge u 13 bucks at checkout. They only appear to like 5 star ratings, how convenient. You guys need to take fair criticism as well.
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.
6 business days to dispatch.
Only order if you can wait and wait and wait!!! No option for express post for obvious reasons!!! It took 6 business days for this company to put my shoes in a box and create a postage label. So slow!!! I got a slow response when I asked about shipping so I will never order from this slow and unhelpful company. [name removed] said "expect dispatch in 4-8 business days from our Melbourne warehouse". I couldn't find anything about dispatch times, just delivery times which stated 5-7 business days for delivery not dispatch. Shoes I received are as advertised. Brand House Direct were sadly very disappointing but Aus post did a great job despite parcel volumes!
The reviewer stated that an incentive was offered for this review
2 WEEKS AND NOTHING!
I ordered a pair of Doc Martens 2 weeks ago and I Have not received anything. I have called three times with the first two calls ensuring me it would be sent by COB that day, after 7 business days on my third call they 'checked with the warehouse', i then received an email saying they were mistaken and it would take 8 Days max. ( I then saw this in the fine writing under the description so fair enough) however extremely poor customer service for the first two calls promising other wise?
so i waited, have sent 5 emails to and from and still hav...
Hopeless.. shocking customer service
Terrible service.. canceled order but they still sent package. I delivered to Post Office return to sender.. but brandhouse wanted me to pay return post costs. What a joke of a company.. shocking service. YOU HAVE BEEN WARNED.
Review collected in partnership with Brand House Direct
Deceptive product reviews- their system seems to not accept or publish less that 4 or 5* ratings.
I just tried to leave genuine feedback for 2 pairs of shoes that I had just received and it seems that Brandhouse Direct's review system will not accept below 4 star ratings! I then realised that, ,up until now ALL the feedback on this site, on all their shoes is nothing less than 4-5 stars! ... how is that even possible?
When I raised this with Brandhouse Direct, they stated that " not all reviews are 5 stars" .... and it appears that a small percentage of 4 stars has also been allowed/filtered through.
This is misleading and deceptive conduct, buyers are influenced by feedback and we expect it to be genuine and NOT filtered and misleading!
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...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 ACCC
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