Reviewer Photos & Videos
Too hard - will not use again
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.
I received shoes from Brand House Direct that had a buckled inner sole which formed a hard point where your heel sits which caused instant pain. The shoes were unwearable and the fault was obvious. I requested a refund. Brand House Direct used passive aggressive avoidance tactics in not answering my questions, continually and repetitively offering to exchange or to pay for repairs, and also claiming there was no fault with the shoes. It took over 5 weeks of 16 back and forth emails, 7 phone calls to leave messages with receptionists to "pass o...n to management", finally letting them know I had a podiatrist review and would be going to the Office Of Fair Trading if they continued to refuse me a refund. Then they refunded me an amount $12 less than the purchase price (I assume they would claim 'for postage' which should have been their responsibility due to faulty product), which I decided to let slide due to the stress/time/difficulty that would ensue in trying to recover it. I would never risk my money or time with this company again. My experience in dealing with Brand House Direct was absolutely awful. --- I waited until receiving the refund before posting this review, and will not be answering any response from this company.
Very poor customer support
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!
Nice shoes but delayed refund
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
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.
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.
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!
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,...
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.
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.
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
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.
Terrible customer service
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
4 months- still no shoes
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!
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.
Questions & Answers
How do I track my international order?
Hi Lucas, we can help you. What is the order number? What is your email address? We can email you an update.
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.
Hi please contact 1300735786 between 10-5 Mon-Fri for assistance.
I got mine within a week. Once posted it took two days of that week. So happy how fast they were.
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!
Get an answer from our members and Brand House Direct representatives
|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|
Other Footwear Shops & Brands
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.