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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.
Listing monitored by Brand House Direct

Reviews

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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

Bellazeus
BellazeusAustralia
  • 12 reviews
  • 4 likes

Save your money and shop elsewhere

published

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.

Product Quality
2/5
Incentivised Review No
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi thank you for your feedback. I am sorry to hear that. Can you advise your order number so I can assist?

Bellazeus
Bellazeus

Sure, #375085. I am still waiting to hear back from the manager who was meant to call me back before closing time. Guess you're only quick to reply to public reviews.

Brand House Direct
Lee S.Brand House Direct

Hi I can see management have sent you a reply via email. We will resend this to you again. We hope to resolve this matter for you asap.

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.

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Nothappyjan
NothappyjanSydney, NSW

Avoid this company at all costs

published

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.

Product Quality
2/5
Shipping
1/5
Incentivised Review No
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi I will need to check if we have received your return back. Can you advise your order number so I can help please?

Nothappyjan
Nothappyjan

Order number 339045

Brand House Direct
Lee S.Brand House Direct

Hi we have sent you several emails about your return. The refund for the boots has been processed.

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.

Terrible service

published

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.

Product Quality
2/5
Shipping
4/5
Incentivised Review No
Return Claim MadeNo
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

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

Jacquie
Jacquie

Hi Lee, my order numbers are 534122 and 333860. Thank you

Brand House Direct
Lee S.Brand House Direct

Hi Jacquie, you are more than welcome to return the slippers. Please complete the returns form inside your parcel and post the item back to us. We will contact you once received.

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.

  • Thumbnail
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?

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.

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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?

geoff
geoffSouth East Queensland, QLD
  • 2 reviews

Never never never again

published

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

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

Hi Geoff, thank you for your feedback. Unfortunately we had some telstra phone line issues during the week and I am sorry if you were affected by this. You are welcome to return the item for a refund or exchange, we are always happy to help.

Vicki Attard
Vicki AttardSydney, NSW
  • Verified

comfy shoes but bad contact.

published

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 .

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

I tried to call on the phone number that was provide on your website but it just cut out ,and i called 4 times on different days

Vicki Attard
Vicki Attard

I had to put in a pay pal dispute as i never received NOOOOOO contact back from ur company SO you have lost a customer i had bought 4 pairs of shoes in this month so ur loss

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Review collected in partnership with Brand House Direct

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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

Heidi T
Heidi TGreater Melbourne (Outer), VIC
  • Verified

Over priced.

published

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.

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

Hi Heidi, I am sorry to hear that you weren't happy with your purchase. You are more than welcome to return the item if they don't fit. We do value your business and hope you will come shop with us again in the future.

Heidi T
Heidi T

I refused to pay more money in return shipping. Luckily the store sells the same brand so I was able to exchange for the correct size. I still cant believe the price difference. Sure pays to shop around.

Brand House Direct
Lee S.Brand House Direct
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Nononsense
Nononsense
  • 2 reviews
  • Verified

Horrible experience with this store

published
Shipping
1/5
Incentivised Review No
Return Claim MadeNo
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 email your order number to support@brandhousedirect.com.au and attention it to LEE S. I would like to try and rectify this and offer a discount off a future purchase.

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Review collected in partnership with 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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