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Brand House Direct
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Won’t process my refund
My $250 order returned in line with your company policy. Items arrived at your warehouse over a week ago. Customer service advises they are so busy, they have “no idea” when my refund will be processed. I wish I had read these reviews before purchasing. I will be lodging a complaint with Consumer Affairs Victoria.
- 3 reviews
Frustrating.
Very frustrating to deal with. Size charts very confusing. How could an AUS 5 women’s size be a 37 Euro? My order took nearly a month to arrive. And Alegria 36 are not a standard 36. Emailing them takes forever to get a reply. One pair arrived with a big graze mark on them. Just disappointed all around with this company. Why should I have to pay to send back a damaged pair?
Hi please email pictures of the shoes to support@brandhousedirect.com.au so we can assist further.
- Verified
Returned faulty Merrell sandals but did not get refund
I have returned a pair of faulty Merrell women’s kahuna web sandals size 5 (out of own pocket). Australia post tracking says it was delivered to Brand House Direct on the 6th December 2021. But so far, no email confirming the return is processed and no refund issued. A couple of email sent to ask about it but no reply. I will not buy from them again and will not recommend them to anyone I know. If I do not get my refund I will file a complaint with the ACCC.
My order number is 468067
Hi the returns team has closed for the day as it is Friday evening. I will ask them to follow up your return as a priority!
- Verified
Items take months
Items take months to come, they sell out of item after you paid and swap it for a cheaper one and then dont return anything
Hi can you advise your order number so I can look into this for you please?
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Terrible company to deal with
Waiting many months - lots of emails- don’t expect good customer service … two lots of returns ( due to their advice ) and extra shipping on new products …. Terrible company ….
Hi Julie, can you please advise your order number so I can look into this for you?
- 3 reviews
- 1 like
- Verified
Disgraceful Customer Service!
Disgraceful; full of lies. Slippers aren’t the same, these don’t fit. Now won’t refund postage as promised if return them.
Hi Maree, thank you for taking time to leave feedback. I note that we shipped you the item exactly as described on the website. You returned the item for a refund which we have processed promptly. I am sorry they didn't suit you in this instance.
No; your staff advised that they were the same fit as the Scholl slippers previously purchased. They were not! I rang and was advised to return them with a copy of my postage receipt and it would all ...
Read morebe reimbursed. This has not happened. You have put me through hell, whilst I have been in hospital. Shame on you! You owe me an additional $16.10 and so far have refused to pay that to me.Hi Maree, thank you for taking the time to leave further feedback. We would not have guaranteed that the slippers you were buying would be the same fit as a different style you had. Every style fits d...
Read moreifferently depending on the design. This is why we offer a returns policy so customers can have peace of mind that if the item does not fit, they can return them for a refund or exchange. Regarding the return postage costs to send back the slippers to us, if you paid for your order using a Paypal account, you can lodge a claim with Paypal to be potentially reimbursed the return shipping costs. We are always here to do our best to help customers as best we can. If you are still looking for a new pair of slippers, we can assist you with measurements if that would be helpful for you.
- 3 reviews
- 4 likes
- Verified
Sizing
Sizing of shoes is inaccurate. They were too small even after I sized up because they were boots. Had to return. Was not happy with the product.
Hi Linda, I am sorry to hear the item didn't fit you. You are more than welcome to return them. We are happy to help.
All good. I did return them. Postage is a killer though.
Review collected in partnership with Brand House Direct
- 3 reviews
- 2 likes
Badly designed
Be very wary when purchasing from this site. Shoes are often badly designed and would not even be saleable in a normal retail outlet.
Hi Daly, can you please advise your order number? I would be happy to help you resolve your concerns. If the shoes are returned in original condition, unworn and in the shoebox, you can return them.
They are unwearable. The postage is prohibitive.
Hi Daly, can you please advise your order number so I can try and assist please?
- Verified
I didn’t like the shoes was too hard
I didn’t like the quality was too hard and uncomfortable To wear it And slightly too big on me But I still continue to look for another shoes
Hi Marianna, you are more than welcome to return the shoes for a refund or exchange. We are happy to help.
Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
Find out how Brand House Direct compares to other Footwear Shops & Brands
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- 9 reviews
- 3 likes
Faulty product
9 hours ago
Customer service unprofessional they’re…
Customer service unprofessional they’re hangup the call before finishing the conversation there’s products half faulty and they expect to pay return shipping from your own pocket this way make you losing money of the faulty product I don’t wish any one to face what I am experiencing disappointed with this company.
Sizing
Very small (39)
Slightly small (108)
True to size (1,100)
Slightly large (91)
Very large (26)
Sizing
Customer feedback
Hi can you please advise your order number so I can help?
Thanks for replying this my order number
395899
Hi the order was shipped exactly as described. I am sorry to hear one pair didn't fit you. You are more than welcome to return them for a refund or exchange.
- 3 reviews
- 8 likes
Avoid at all costs! They have five companies with different names, do your research and read reviews first!!!
The worst online shopping experience of my life. If only I could leave a ZERO STAR review!!!
$18 postage for two pairs of shoes/slippers in a size 9 that arrived and were incorrectly sized. I received a size 6 instead, size stickers were turned upside down?
Returned shoes via Australia Post, following all correct protocols (only purchased initially, as the website offers REFUNDS.)
Applied for a PayPal return postage refund. Receive it within three days. Filled out all the correct paperwork for brandhouse direct/your fit.... Weeks went by a...
Read morend still no refund. Called them so many times, no answer. Finally got through and was given so many different excuses. The main one - they decided not to refund in case I changed my mind and wanted a credit instead??? Said they’d sent me an email about this, I didn’t get any email... Said that I filled out the paperwork for a refund, I want a refund please. The receptionist argued with me on the phone, going round & round in circles... then said I’d have to wait 3 business days for the manager to decide whether to grant me a refund or not?!?!Hi thank you for the feedback. I would really like to help. Can you advise your order number please? We process returns in a timely manner so I can only assume some miscommunication has occurred somew...
Read morehere along the line. We do value your business so I would like to try and rectify this matter if you give me the opportunity.
Surely you are joking?? Now you want to help me? There has been no miscommunication!!
You Refused to refund my money so I went through a full PayPal dispute with your company as the seller... which y...
Oh I forgot about the part where you wrote me an email and tried to blackmail me by saying you would only refund me if I withdrew the PayPal dispute. And you wouldn’t refund the postage. I refused to ...
Read morewithdraw the PayPal dispute because then I felt I would not be covered if you changed your mind about refunding. Your website says full refund. No one should have to go through this. And from what I can see from other reviewers I am not the only one who has experience this. Anyone reading these reviews please do not deal with this company!!!
- Verified
The worst service I have ever met
No size chart for a particular model. Even the same one brand has different sizes in different models. Very hard to guess. Absolutely not true to size.
No option for a refund. The only store credit and if you do not wish any deal they just take your money. Very unfair and not customer orientated.
In emails, they do not name you just "Hi" and do not sign the sender's name, so you just do not know who are you talking with. Had the worst online experience with them. Do not recommend anyone.
Hi Igor, I am sorry to hear that you were unhappy with your item. As you have returned your item for the 2nd time, we have offered you a store credit that you can use at any time on the website. The i...
Read moretem you bought does have a size chart in the listing on the website and we would be more than happy to help you with shoe measurements. We are always here to help our customers as best we can.Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
Find out how Brand House Direct compares to other Footwear Shops & Brands
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Returned 2 pairs of sandals day after I received them. STILL NO REFUND
Delivery was timely. Quality of sandals poor. Returned the 2 pairs straight away. I keep asking for a refund but they keep pushing to give me a replacement. I WANT A REFUND and this company does not want to refund money to their customers after the goods have been returned to them.
Hi Connie, can you advise your order number so I can assist please? If this is your 1st return and the shoes are returned within 30 days of purchase day in unworn, original condition in the shoeboxes,...
Read more a refund should have been organised. I want to check if there is some kind of miscommunication and perhaps the refund has been processed already.
Order #3704540 to Consuelo Santos (Connie). Received on Thursday 30/9. Tried them on in my house and put them back in boxes. Sent back Tuesday 6/10. Sandals were unworn in boxes at dispatch. You recei...
Read moreved them on 9/10, tracking no R238991036038176. I would like a refund as already indicated several times to your employees. Refund minus $18 shipping cost was received on 26/10.Hi Connie, I can see the refund has been processed already for the return.
- 2 reviews
- Verified
Have had a really bad experience overall
Ended up in a refund/ exchange war with these guys. I ordered my size in shoes, using their size chart, and the shoes that came were way too small. They were labelled my size, but way too small. I exchanged for a full size up. Shoes still way too small. The shoes were labelled now 1 size larger than i would normally take. As it was my second return, they refused to give me a refund. I was disappointed as i didn't want to order through them anymore. I had to chase the company for at least a week to get the store credit. Their email time is abysm...
Read moreal, their replies are unprofessional, and the phone doesn't even get answered. Quite frustrating. The two pairs of store credit shoes arrived. I had carefully used their size chart. Shoes? WAY TOO SMALL. I have bought from these 3 brands before, and never had size issues. Order through them? Nothing fits? Like what? As they are shoes bought with store credit, they cant be exchanged or refunded. An additional pair of shoes also didn't fit. Total: 5 pairs of shoes marked my size, but did not fit, and when I measured them in person, didn't even match their size chart, or the original company size chart. Overall very upset with the service provided, and the products. It almost feels like they get factory seconds/ mislabeled shoes, and just hope for the best that their customers get something right. Its really appalling.Hi Bethany, thank you for your feedback. I can assure you that we don't sell factory seconds. You are more than welcome to return any unworn, brand new shoes in the original shoebox. We are always hap...
Read morepy to help and can also assist you with shoe measurements.
That's all fair to say, but I ordered shoes from brands I KNOW fit me. Same size I KNOW i take, and the shoes that came from you were way too small. It just doesn't make sense.
Hi Bethany, I am sorry to hear the pairs didn't fit you. In the future, if you call our customer service team, we would be more than happy to provide you with shoe measurements to assist.
Review collected in partnership with Brand House Direct
- 16 reviews
- 10 likes
Not Happy
Bought scholl x trainer womans shoes size 10 I received the shoes and since i already owned the exact same pair put the new ones side by side with old ones I noticed the new ones were long and straight. Box said size 10W. I also noticed the bottom side and underneath of sole was completely different from picture. I went to Terry White Chemist where I live as they sell theses shoes and showed them they informed me that the shoes I received were definately mens shoes and showed me their mens shoe they were the same the womans shoe is different. ...
Read morethe W stands for wide not womans both mens and womans shoes state size 10 W on box that obviously someone at Brand house direct thought it meant My annoyance is I had to pay to send the shoes back $18 which is not fir as they stuffed up and as not willing to wait even longer to get another pair I asked for a refund yet they still kept asking if they could help with another pair repeatedly told them refund which they eventually didHi can you advise your order number so I can help?
355407
I see Brand house direct asked for my order no 3 days ago but yet they have done nothing so why ask for my order no unless your compensating me on return postage cost that I paid they have not emailed me at all
Questions & Answers
Why am I not receiving my “ store credit” access code?
I have complied with the instructions from Jennifer the manager or appointed spokesperson from “brand house direct” ( or “yoursfit” company ? ) and have been waiting since the 23/5/22 to receive acces...
Read mores my store credit! I am not receiving any confirmation emails or return phone calls from her or anyone, and this obviously is preventing me from using my store credit. I need that access code as they are holding onto $207 of my money! All I am told is “if I don’t here back from her to call again ”! I have been calling every week, as advised to, ( as well as a few emails ) only to get the same ( lame ) excuse, “ call again next week if I don’t hear from her! “ Please help me as the call centre girls and man, said only the manager can provide me with that access code.Hi can you advise the order number?
Thank you Lee S. for your prompt response.
I don’t have the order number, can you advise me where I can locate it?
I can provide the “RETURN RECEIVED” number which is #495399....
I purchased boots and they arrived damaged and unwearable. All my attempts to contact you and get a response has failed. Will you honour a full refund including postage as you supplied damaged goods? You should provide the consumer what they paid for, and take responsibility when there is an error at your end.
Customer Service is non existent with Brand House Direct. I called them several times and wrote several emails and got fobbed off. I own an outsourcing customer service business and we would have been...
Read more fired if this was the service given to consumers. One of the customer service reps even told me that she would provide the email/mobile of her Manager and I can call the manager to get a faster response.Hi please contact support@brandhousedirect.com.au so we can assist with any concerns you may have.
I am still waiting for an email confirming despatch of my order. The 1300 nunmber you provide just rings out constantly. I plaed my order 9 days ago, you took the money and confirmed and I am still awaiting information on despatch.
Nothing even about delays.
This is oor service and makes me suspicious that this is not a legitimtate business.
Order number is 506843
Get an answer from our members and Brand House Direct representatives
Details
| Category | Online Shops and Footwear Shops & Brands |
|---|---|
| Offers Free Standard Shipping | No |
| Mens / Womens Clothing | Mens and Womens |
| Labels Sold | Variety of Labels |
| Type of Footwear Offered | Casual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots |
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Hi Michelle, your return is in queue for processing by the returns department. As soon as the return is processed, they will send you an email.