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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
Never never never again
Note similar post on google review - mine wouldn't load there.
Ordered 2 Jan (same day as other post)
9 Jan i rang to inquire, since there was no dispatch, and they advertise 1-4 days.
the 1300 number sent me to a disconnected number with a FULL message bank. my stress levels went through the roof. The landline number listed, also disconnected.
So, i thought i'd been scammed.
Eventually got a chat line, no apologies, she??? thought 9 Jan minus 7 Jan = 4 days.
Got boots today (11 days). Rubbish, rubbish
Haven't even received them yet so how can I review them. Postage way too expensive with no reward for loyalty unless you purchases again very quickly. How many shoes do we need?
comfy shoes but bad contact.
Finally received my 2 pairs of shoes and was happy with them
BUT No Emails or any contact to tell me when my shipment was to be very unprofessional company .
Disappointing service response regarding poor quality shoes
I ordered four pairs of shoes order #288990, time frame from ordering and delivery was good. I wore one pair the next day to work and a section of the heel broke off on both shoes. I informed the company that evening and their response today was: "Thanks for getting in touch with us and sorry to hear this - if you take this pair to your local shoe repairer he will be able to fix this for you." Unfortunately based on that response I cannot recommend this company, nor will I purchase from them again.
I have a second pair of shoes from the same manufacturer so I will see have they hold up when I wear them.
I wore another of the delivered shoes today (different manufacturer) and they were comfortable and remain intact.
So slow to act
Brand House Direct are so slow to get around to send items orders, the sandals I purchased are OK, but having to make 2 phone calls and numerous emails just to get them to actually send out orders is extremely frustrating.
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!
4 weeks but parcel not delivered
Its really bad luck to buy something from there because its already 4 weeks i didn't got my parcel.if i know they gonna do like this i would never bought it but my personal experience i will never refer anyone to buy something from them
After purchasing a pair of shoes which were not true to their size, I then went to a Pharmacy select and found the proper size for $20 cheaper. Thanks anyway. The smell from the foam it was packaged in was putrid.
Poor business practices
I will not shop with Brandhouse again.
I received no email confirmation or receipt for sandals ordered and paid for. I made 3 requests by phone and email.
When you ring the 1300 number all you get is a recording then nothing.
Poor business practices.
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.
Love sandals,but faulty product,returning.
The quality of the product was not up to standard.with ina matter of days a stud fell of sandal and both soles detached from sole,I am returning the product ,i believe this was a faulty product.I have always been happy with Brand house shoes and have bought many pairs hoping for a quick reimbursement.
December 5th 2019 Update: Disappointed i after sales.
It was easy get into to get into store,great amount and ranges of shoes, I was not satisfied with shoes as they were faulty after 10 days of wear. I returned them and have waited three weeks ...with no reply so contacted brand house, I am still waiting for replacement pair which I was charged not the sale price,which brand house hopefully rectified and awaiting shoes. The next day they were on sale on line again. I have bought many shoes before with satisfaction, disappointed in the aftersales service.
Took nearly a week after purchase to receive an email to advise that our purchase had finally been dispatched.
This slow delivery meant that the event we wanted to use the item for, came and went before we received our purchase.
Goods received in good condition.
Very happy with the product and the quick delivery
My son was extremely happy with this product. Was extremely easy to place order and received product within days. I would definitely recommend buying from this company and will do so myself in future.
Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
Poor customer service
Terrible customer service. Quick to take payment off my credit card but not quick to despatch goods. Tried to find out when my order would be sent and could only get a vague answer and then hung up on.
Non delivery of shoes
Great shoes if one can get them. My delivery has vanished into out space I think. Promises and nothing but promises that they will deliver. Shoes sitting in a Brisbane warehouse for 2 whole weeks even though we have daily freight transfers to Bundaberg. Then the shoes go missing, seems no one know where they are. Have got to the point of demanding a refund but ho no! now they wont even reply to my emails. I have a dossier of 21 emails on this one failed delivery. One very very angry ex customer which will equal a mountain of bad publicit...y. Don't buy from Brand House Direct, your money may just vanish into??? Happy days...amazing how things get resolved one PayPal are involved. I have to report that my shoes have now been delivered. All that worry and angst was not necessary BHD.
Very happy with my purchase
Navigation is easy with a huge range of products to view and I am very happy with my purchase. I have yet to wear my shoes but they look very comfortable and stylish which is important to me.
The delivery was a problem
The delivery"Couriers Please" was a problem. On two occasion in spite of paying freight to deliver the product to my home, the products were not delivered to my house. I am retired and I was home on both occasions. I had to drive some distance to pickup the products. I have seen similar experience as mine on the freight company's website"Couriers Please". But Brand House keep using them. So I decided to go to store or buy it on e-bay.
Horrible experience with this store
I purchased 3 pairs of shoes, then saw that in the confirmation email, it stated one pair was not in stock and was a pre-order. I needed those shoes fast, so decided to cancel my order in order to buy elsewhere. Tried phoning, could not get through, then finally a vague person picks up and says, she needs to confirm with someone else before agreeing to cancel order (which was not yet sent out). I would be phoned back...I then decided to email to cancel order. I also involved Paypal. They then sent out the other two pairs, even though I wanted t...o cancel the whole order. One pair was 2 sizes smaller than I ordered, so had to return. I was told to pay postage myself (Paypal refunded shipping, thank goodness). Weeks later I received a refund for the shoes, but less the $10 discount I received at checkout...so paid $18 postage for basically one pair of shoes and they were too cheap to even allow for the $10 discount. Cost me a lot of time to get my money back and feel that this is not a professional company, never come across such bad customer service before! Would not recommend, but if you do use, pay with Paypal.
A positive shopping experience
My shopping experience with Brand House Direct has been very positive. The range of shoes is wide and I have always found what I want at a reasonable price. I enjoy perusing the different styles available. I have bought the wrong size and returned the shoes with absolutely no problems. I have received my shoes in superquick time, especially as I live in a regional area where the efficiency of the mail service is variable. If I need shoes for a particular occasion I can be sure they will arrive on time. I have recommended Brand House Direct to family and fellow shoe lovers.
Not a site I would visit again.
I selected two pairs of shoes from this site - a sports shoe and a casual sandal. Despite being thorough about checking my shoe size, when the sandals arrived they did not fit. I selected another pair in my correct size and returned the ones that were too small. When these arrived, they too did not fit me. It took some time to get a response from them with regard to this issue, asking for advice and recommendations. I asked for a refund but was told this was not possible on a second exchange. I have decided to return to shopping in-store for my footwear as this is a more reliable and successful way to purchase shoes in my size (Australia size 11).
One stop shop forever now.
Amazing amount of excellent quality, great brands of all shoes and boots. The website was extremely easy to navigate and completing the transaction was very easy......speedy delivery, very happy customer.
Having given style info / shoe size and a physical drawn outline of my foot to ensure correct products were chosen I received poor fitting shoes and wasted endless time
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