Reviewer Photos & Videos
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!
Save your money and shop elsewhere
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.
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!
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.
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.
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.
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.
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
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 .
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!
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.
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.
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.