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Brand House Direct

Brand House Direct

4.1 from 2,253 reviews · View Statistics
See the Best Footwear Shops & Brands in 2021 as rated by Australians on ProductReview.com.au.
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Too hard - will not use again

published

1. Communication very vague & lacking in detail
2. Slow to despatch goods
3. Product was faulty
4. Have to jump through many hoops to obtain replacement goods which were also faulty & took ages to receive
5. Still awaiting satisfactory resolution after in excess of 3 months from original order.

Would not recommend. Although faulty products not their fault their emails have been very vague and any instructions lacking in detail. They tried to fob me off to manufacturer when manufacturer website clearly states to resolve any claims regarding faulty products/warranty are to be lodged with place of purchase. Too hard to deal with, will not use again.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised

Terrible experience

published
Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Danielle, can you please advise your order number so I can assist please?

Brand House Direct
Lee S.Brand House Direct
Vicki PS
Vicki PSSouth East Queensland, QLD
  • 2 reviews
  • Verified

Very poor customer support

published

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!

Product Quality
3/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
Brand House Direct
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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Review collected in partnership with Brand House Direct

  • Verified

Nice shoes but delayed refund

published

The shoes would I'm sure had been comfortable but my orthotic didn't fit well
My concern is the long delay ,now over 4 weeks waiting for my refund
I would try again to find shoes but this has put me off enormously

Product Quality
3/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you advise your order number so I can follow up on the return?

Glenys Jacobs
Glenys Jacobs

390179 please follow up refund

Brand House Direct
Lee S.Brand House Direct
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Review collected in partnership with Brand House Direct

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  • Verified

product return/exchange

published

I recently purchased two pair of boots, excellent response in getting them to me. Loved them, however, returning 1 pair as they didn't fit. Process for exchange/refund has been pitiful. I called once, helpful receptionist, was emailed, replied, no response. Will need to call again to follow up. The refund form clearly states a call will be made by BHD to me to discuss my options. Hasn't happened as far as I am aware.

Product Quality
5/5
Shipping
5/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Wendy, thank you for your feedback. Please call our customer service team on 1300735786 for assistance.

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Review collected in partnership with Brand House Direct

misscocoapops
misscocoapops
  • 4 reviews
  • 2 likes
  • Verified

Not happy with my slippers!

published
Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number? I would like to try and help.

misscocoapops
misscocoapops

#365798

Brand House Direct
Lee S.Brand House Direct

Hi we did reply to you via email. I have now resent the email to you again. Please check.

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Review collected in partnership with Brand House Direct

Jonathan
JonathanGreater Melbourne (Metropolitan), VIC

WARNING: Cheap promises but hidden expenses

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number so I can help please?

Jonathan
Jonathan

353598

Brand House Direct
Lee S.Brand House Direct

Hi Jonathan, I have checked your order and we refunded you the item cost you paid for the shoes.

Meeeeee
MeeeeeeSydney, NSW
  • 9 reviews
  • 14 likes

Dont buy from brand house if you want delivered in a reasonable timeframe

published
Product Quality
3/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you confirm which order numbers you have returned so I can follow up with the returns team?

Meeeeee
Meeeeee

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.

Meeeeee
Meeeeee

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.

Nina
Nina
  • 2 reviews

Worst customer service

published

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.

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Product Quality
1/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi we have forwarded your pictures to the supplier for review. We will contact you once they revert back. Thank you for your patience.

Nina
Nina

I'm so disappointed with Brand house Direct. It has been 3 weeks, no one has replied my email to let me know what's going on. No one has apologized to me regarding the foot pain and broken skin caused by the shoes from them.

Brand House Direct
Lee S.Brand House Direct

Hi Nina, we have emailed you a reply twice now. Can you check your emails?

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Kelvin Lawson
Kelvin LawsonSydney, NSW
  • Verified

Hopeless.. shocking customer service

published

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.

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
Kelvin Lawson
Kelvin Lawson
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Review collected in partnership with Brand House Direct

AmmuB
AmmuBSouth East Queensland, QLD
  • 3 reviews
  • 3 likes

Terrible experience

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that. Can you please advise your order number so I can help please?

AmmuB
AmmuB

My order number is 303443

Brand House Direct
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.

Oliver
OliverMid North Coast, NSW
  • Verified

The worst online retail site I've ever used

published

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.

Product Quality
4/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
Oliver
Oliver

sure, its 301714

Brand House Direct
Lee S.Brand House Direct

Hi we sent you an email regarding your return. Have you received this email?

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Joko
JokoMetropolitan Adelaide, SA
  • 2 reviews
  • 2 likes
  • Verified

Terrible customer service

published

Faulty shoe.
After numerous attempts to contact Brand house direct, I received a “holding” email saying they were contacting supplier.
Followed up a week after the holding email by email and phone, phone line just cuts out after a couple of rings.
I’ve been duped off nearly $90.00

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Joko, can you advise your order number so I can help? We were having telstra phone issues, perhaps you can try calling again?

Joko
Joko

293932.
I’ve contacted PayPal to help me get a refund.

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Review collected in partnership with Brand House Direct

Linda Martin
Linda MartinMid North Coast, NSW
  • Verified

4 months- still no shoes

published

Bought shoes- wrong size, so returned. Strange that they were a half size larger than I normally take! Many phone calls & emails to order another pair. Original order 4Th August. 6th December-still no shoes!

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Linda, can you advise your order number so I can assist please?

Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Tony
TonyCentral Highlands and Goldfields, VIC
  • 2 reviews
  • 1 like

Never again

published

New expensive Keen hiking boots, walked in for a couple of months before my planned hike. Boots lasted a couple of days of hike before they split along the side of both boots where sole attached to upper part (stitching clearly poor). Sent photos and they assessed and said no manufacturing fault, rather appears it was due to wear and tear and they also intimated it may be related to my walking gait. Really! No replacement offered just reduced price on another purchase. Very poor response when Joe average can see boots were faulty. Lost me guys.

Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Questions & Answers

Lucas M.
Lucas M.asked

How do I track my international order?

1 answer
Brand House Direct
Lee S.Brand House Direct

Hi Lucas, we can help you. What is the order number? What is your email address? We can email you an update.

William T
William Tasked

Hi Brandhouse Direct, would you please confirm my order made on 15/3/21. Blue Multi comfortable sandals Size 6 $49.95 I don't have an order number as it disappeared off screen before I could take note of it. My bank account has been debited for the amount of $62.90.

2 answers
Brand House Direct
Lee S.Brand House Direct

Hi please contact 1300735786 between 10-5 Mon-Fri for assistance.

Jeanette Bilson
Jeanette Bilson

I got mine within a week. Once posted it took two days of that week. So happy how fast they were.

Louise
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
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Details

CategoryOnline Shops and Footwear Shops & Brands
Offers Free Standard Shipping No
Mens / Womens ClothingMens and Womens
Labels Sold Variety of Labels
Buy Now, Pay Later OptionsNone
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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