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Brand House Direct

Brand House Direct

3.9 from 2,404 reviews · View Statistics
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Listing monitored by Brand House Direct

Reviews

1.1
28 reviews
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Michelle K.
Michelle K.Greater Melbourne (Outer), VIC

Won’t process my refund

published

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.

Product Quality
4/5
Shipping
4/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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.

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Cathy
CathySouth East Queensland, QLD
  • 3 reviews

Frustrating.

published

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?

Product Quality
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi please email pictures of the shoes to support@brandhousedirect.com.au so we can assist further.

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  • Verified

Returned faulty Merrell sandals but did not get refund

published

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

Product Quality
1/5
Shipping
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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!

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MPG
MPGSouth East Queensland, QLD
  • Verified

Items take months

published

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

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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

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Julie Mason
Julie MasonWestern District, VIC

Terrible company to deal with

published

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 ….

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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

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Having a Voice
Having a VoiceQueensland
  • 3 reviews
  • 1 like
  • Verified

Disgraceful Customer Service!

published

Disgraceful; full of lies. Slippers aren’t the same, these don’t fit. Now won’t refund postage as promised if return them.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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.

Having a Voice
Having a Voice
Brand House Direct
Lee S.Brand House DirectSend a private message
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Linda
Linda
  • 3 reviews
  • 4 likes
  • Verified

Sizing

published

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.

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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.

Linda
Linda

All good. I did return them. Postage is a killer though.

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Review collected in partnership with Brand House Direct

Daly
DalySouth East Queensland, QLD
  • 3 reviews
  • 2 likes

Badly designed

published

Be very wary when purchasing from this site. Shoes are often badly designed and would not even be saleable in a normal retail outlet.

Product Quality
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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.

Daly
Daly

They are unwearable. The postage is prohibitive.

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Daly, can you please advise your order number so I can try and assist please?

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  • Verified

I didn’t like the shoes was too hard

published

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

Product Quality
3/5
Shipping
4/5
Return Claim MadeYes
Sizing Slightly large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Marianna, you are more than welcome to return the shoes for a refund or exchange. We are happy to help.

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

Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

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Kanimbla
KanimblaGreater Melbourne (Inner), VIC
  • 9 reviews
  • 3 likes

Faulty product

published

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

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you please advise your order number so I can help?

Kanimbla
Kanimbla

Thanks for replying this my order number
395899

Brand House Direct
Lee S.Brand House DirectSend a private message

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.

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Simone S
Simone SGreater Melbourne (Metropolitan), VIC
  • 3 reviews
  • 8 likes

Avoid at all costs! They have five companies with different names, do your research and read reviews first!!!

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
Simone S
Simone S
Simone S
Simone S
Similar opinion? Write a review on ProductReview.com.au!
Igor Pyshkin
Igor PyshkinMetropolitan Adelaide, SA
  • Verified

The worst service I have ever met

published

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.

Product Quality
1/5
Shipping
1/5
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

Footwear Shops & Brands

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

published

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.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
Connie
Connie
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Connie, I can see the refund has been processed already for the return.

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bethany Glover
bethany GloverGreater Melbourne (Outer), VIC
  • 2 reviews
  • Verified

Have had a really bad experience overall

published
Product Quality
3/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
bethany Glover
bethany Glover

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.

Brand House Direct
Lee S.Brand House DirectSend a private message

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.

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

Review collected in partnership with Brand House Direct

J costello
J costelloMetropolitan Adelaide, SA
  • 16 reviews
  • 10 likes

Not Happy

published
Product Quality
3/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise your order number so I can help?

J costello
J costello

355407

J costello
J costello

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

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Page 1 of 2

Questions & Answers

Nonny 57
Nonny 57asked

Why am I not receiving my “ store credit” access code?

4 answers
Nonny 57
Nonny 57
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise the order number?

Nonny 57
Nonny 57
Angelique Scarpias
Angelique Scarpiasasked

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.

2 answers
Siva Subramaniam
Siva Subramaniam
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi please contact support@brandhousedirect.com.au so we can assist with any concerns you may have.

Stacey06
Stacey06asked

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

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
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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