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Brand House Direct

Brand House Direct (page 3 of 7)

4.0 from 1,914 reviews · View Statistics

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Wendy J

Wendy JSydney, NSW

  • 4 reviews
  • 4 likes
  • Verified customer

Not that impressed

published

I only have an issue with the returns process as it is very expensive postage as they ask you to register the parcel and very slow give you your money back. It has been 15 business days so far (3 weeks) and still nothing

3 comments
Brand House Direct
Lee S.Brand House Direct

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

Wendy J
Wendy J

I sent an email yesterday but no response. Order 370310

Brand House Direct
Lee S.Brand House Direct

Hi Wendy, the refund for your return has been processed. I have resent the email to confirm this.

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Review collected in partnership with Brand House Direct

Eve Cook

Eve CookSouth East Queensland, QLD

  • Verified customer

Satisfied customer

published

I have purchased several shoes from Brand House direct and find the quality and price is very good with the products arriving speedily.
Will continue shopping with them in the future.

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Review collected in partnership with Brand House Direct

  • Verified customer

No complaints here.

published

Nice style. Good fit. Had to exchange for different size but all done quickly without any problems. Just getting too many emails now multiple almost every day. Would however use them again.

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Review collected in partnership with Brand House Direct

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Jenny

Jenny

  • 2 reviews
  • Verified customer

Good service and product range

published

I was happy with the range of products offered and the prices. The ordering process was easy and delivery was prompt. Pleased to find what I was looking for as I am reluctant to spend too much time in shops at this time.

3 comments
Jenny
Jenny

I had to return one pair of the shoes I purchased as the incorrect size had been supplied. It then took approximately 6 weeks to receive the replacement shoes.

Brand House Direct
Lee S.Brand House Direct

Hi can you advise your order number so I can look into this please?

Jenny
Jenny

Initial order number 382196, order number on return is 397946. Unfortunately, I have to return the second pair as they are not a good fit, although my usual size is a 9.

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Review collected in partnership with Brand House Direct

misscocoapops

misscocoapops

  • 4 reviews
  • 2 likes
  • Verified customer

Not happy with my slippers!

published
3 comments
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

Zorro

Zorro

  • 4 reviews
  • 1 like
  • Verified customer

GOOD SERVICE. GOOD RESPONSE.

published

Good online-store. Wide variety of product. Reliable. Quick delivery. Easy to return product. We very happy with the variety and size of the product range and included in packaging was clear instructions for return of product if dissatisfied.

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Review collected in partnership with Brand House Direct

Great Aussie Company, Had An Issue Initially But They Took Care Of It!

published

Initially had some issues with my order from Brand House Direct and wrote a much less flattering review. Brand House Direct's customer service reached out to me and their CEO even called me and they took care of everything for me. Great Aussie company, really doubt I'd receive service like this from any overseas company. Happy customer in the end, appreciate all your help! I've recommended you guys to a friend of mine who needs bulk workwear for his staff. Thanks again! - Azrai

2 comments
Brand House Direct
Lee S.Brand House Direct
Brand House Direct
Lee S.Brand House Direct

Hi Azrai, just replying to your review so you get the link to login to the site :)

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Rosemarie

RosemarieSouth-Eastern Region, NSW

Not happy with shoes

published

I purchased a pair of Rockport runners, found them to be slippery on wet tiles and grass. It is noted on the sole they are slip resistant. This is not the case and when I contact them I was informed that this means they are water proof!!! Really? They informed me that they will contact Rockport direct and get back to me. That was more than 6 weeks ago. They have not replied to my emails. I suspect that the shoes may be fake and not genuine Rockport brand as I have never had any issues with this brand in the past. They are dangerous as I nearly slipped on the kitchen tiled floor. I would like them to contact me and come to some arrangement.

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Jonathan

JonathanGreater Melbourne (Metropolitan), VIC

WARNING: Cheap promises but hidden expenses

published
4 comments
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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John

JohnGreater Melbourne (Outer), VIC

  • 7 reviews
  • 5 likes
  • Verified customer

Not a great experience

published

I was promised shipping the same or the next day when the shoes were overdue, what actually happened was I was contacted 3 weeks later to say the colour I ordered was now no longer in stock. I reluctantly ordered a colour that was in stock and rang them to see if they could expedite shipping, which they did.
Turns out the Merrells although listed as 'comfort fitting' were a narrow fit and very uncomfortable, but that's not BH's problem. Overall though, I will not shop with BH again, there are better online shoe retailers. Also I discovered Merrill was offering the same shoe at $20 less.

4 comments
Brand House Direct
Lee S.Brand House Direct

Hi John, thank you for your feedback. We do value your business and hope you can consider shopping with us in the future.

John
John
Brand House Direct
Lee S.Brand House Direct

Hi John, if you provide me with your order number, I would like to look into this matter and try my best to rectify this.

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PBD

PBDSydney, NSW

  • 2 reviews
  • 5 likes

Worse Shopping Experience

published

I ordered 2 pair of boots in my normal size and they were too small so I contacted customer service. They said to get a full size up. Then the second lot of boots arrived and were too big! $86 out of pocket in shipping to return 2 different boot orders and then get charged for the shipping of incorrect sizing! Still waiting for my refund and the items have been back at this company for 10 days! Every time I ring I am told that it will be done and I will get an email notification of my refund. I ask to speak to a manager and they are never available. This is the worst online shopping experience I have ever had and I will never shop with this company again. AVOID THIS COMPANY!

2 comments
Brand House Direct
Lee S.Brand House Direct

Hi you are more than welcome to return the boots that are too big. We are more than happy to help.

PBD
PBD
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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.

3 comments
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.

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Meeeeee

MeeeeeeSydney, NSW

  • 7 reviews
  • 13 likes

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

published
12 comments
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.

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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.

4 comments
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.

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

ZinaSydney, NSW

  • 3 reviews
  • 2 likes
  • Verified customer

Customer service never reply

published

Their customer service is very poor, as the shoes are a size too small, I am always a 7, but with this I need an 8 as the sizes are very narrow and small. The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct. My only hope to stop the payment from Afterpay for a product which is not what is not as the advertising.

2 comments
Brand House Direct
Lee S.Brand House Direct

Hi Zina, we enclosed a returns form inside your parcel. Please complete this form and post back the item to us for an exchange or refund. It is a very easy process. We will contact you once received.

Zina
Zina
Similar opinion? Write a review on ProductReview.com.au!
Cliffy34

Cliffy34ADELAIDE

  • 10 reviews
  • 8 likes

Waited weeks and weeks for a refund

published

Ordered slippers and they arrived promptly. The style was great, but unfortunately they were too small and were the largest in the style, so they had to be returned. Even with coronavirus, the tracking showed fairly prompt return to the company Then I waited and waited. Replied to their email and phoned. Eventually got refund about 6 weeks later.
Now I can go and buy a pair of slippers which fit.

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Kazza

KazzaSouth East Queensland, QLD

Return of shoes too small

published

Due to Covid19 most retailers were closed so I thought I'd buy a pair of shoes online from an Australian business. I don't usually buy shoes online because I'd like to try them on. I am having a terrible experience with Brand House Direct. Their customer service is nothing to boast about, as the shoes are a size too small, even though I am always a 7, it looks like I need an 8 for this shoes! The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct.

1 comment
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number so I can assist please? We would be more than happy to assist with a return for an exchange or a refund.

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Caitlin H.

Caitlin H.Greater Melbourne (Inner), VIC

Impressed with the timely delivery. Unimpressed with the shipping cost.

published

I ordered a pair of Docs from Brand House Direct and they were delivered to me the next day! BHD had the best online price too. The only complaint I have is that I spent $185 and was still charged for delivery. I almost didn’t order from them because of that. But all in all I’m pretty happy. 4/5 stars.

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Jen

JenGreater Melbourne (Inner), VIC

  • 9 reviews
  • 8 likes
  • Verified customer

Deceptive product reviews- their system seems to not accept or publish less that 4 or 5* ratings.

published

I just tried to leave genuine feedback for 2 pairs of shoes that I had just received and it seems that Brandhouse Direct's review system will not accept below 4 star ratings! I then realised that, ,up until now ALL the feedback on this site, on all their shoes is nothing less than 4-5 stars! ... how is that even possible?
When I raised this with Brandhouse Direct, they stated that " not all reviews are 5 stars" .... and it appears that a small percentage of 4 stars has also been allowed/filtered through.
This is misleading and deceptive conduct, buyers are influenced by feedback and we expect it to be genuine and NOT filtered and misleading!

1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Jen, I am sorry that you feel that way. Customers have the option to leave a review of their choice. We always do our best to try and help our customers as best we can.

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Page 3 of 7
See all Brand House Direct reviews

Questions & Answers

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
Glenys Jacobs

Glenys Jacobsasked

I returned my shoes over 4 weeks ago,time even in these current circunstacei have sent msgs to customer service without reply
The only communication has been to write a review
Very unhappy and want my money or this will be esculated

2 answers
Brand House Direct
Lee S.Brand House Direct

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

Kanimbla
Kanimbla

Scam procedures

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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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