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Brand House Direct
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- 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
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
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- 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?
- 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
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.
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- 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
- 5 reviews
- 2 likes
- Verified
Customer service never reply
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.
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.
I return my order and you guys receive it on Friday 19th June at 14.32 but no one wants to talk to me or replay to my emails that I send. Do I get exchanged or a refund? Also how long it will take? Co...
Read moremmunication with customers is number one priority for a "good" company apparently the only way to return my email it was when I refused to pay. What is going to happen now?Find out how Brand House Direct compares to other Footwear Shops & Brands
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Return of shoes too small
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.
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.
- 3 reviews
- Verified
They do not answer the phone or refund
I purchased a pair of shoes which did not fit sent it back tracked a 2 weeks ago and have not calling every day but no one answers or responds to emails just want to get a refund or exchange very bad customer service
Hi Candeza, I am sorry to hear that. Which number are you calling? We are available on 1300735786 mon-fri 10-5 AEST. Can you advise your order number so I can help?
Yes that is the number I have been calling no one answers my order number is 299224 my tracking advised you received my shoes I sent back 2 weeks ago.
I have heard back via email and look forward to receiving my exchange thank you Candice
Don't trust them
I hate writing negative reviews and try to avoid them at all costs. But in this case my attempts top resolve an issue in which these people were at fault have been met with contempt. The sizing on the website was very different to the shoes that I was sent (the shoes were way too big) and the staff, when I finally obtained communication with them, tried to tell me that it was my problem. Twice I was told that they would refer to management and that I could apply for a refund but I would not get the postage of $12.95 returned - even though it wa...
Read mores their mistake in misrepresenting the size. A Scholl size 10 is equivalent to EU 41 which would fit me. This was published on the website. I was sent a 10 that was marked a 42 wide. It was too big. I tried to contact the staff over a 2 day period. They left me waiting on chat, asked for photos and then did not rely, and when I managed to get them on the phone said it was my fault. The listing did not say that I would be sent the W42. I thought from the listing of all Scholl shoes was, as it said on the website, that a 10 equals a 41 normal size, not a 42 wide. I was told that I could get a refund but not for the postage. This is 'only' a matter of $12.95 but it was their mistake in the listing and this is a matter of principal. Additionally the time I have spent on trying to clear this up due to their bad customer service is annoying!!! I have added pics of sizing advice from the website and the actual shoes that were sent to me. These show the sizing provided by the website, a comparison to a size 10 shoe, and the sizing on the box. They are unwearable. The issue is the website provided the wrong sizing in length and width. The customer service is terrible. I just wanted the problem to be fixed but they tried their very best to ignore my questions and complaint. I sent photos and they did not reply until I called and then they said that it was my fault? So I will have to go through PayPal to obtain a refund because they refuse to refund the shipping even though I was sent the shoes that were different from what I thought that I had purchased. I have bought many shoes from Brand House Direct but never again. Don't be fooled. I they make a mistake the customer has to pay. It is NOT worth it!
Hi Janice, I would like to try and resolve this matter for you. Can you please email your order number and case history to support@brandhousedirect.com.au and attention the email to Lee S? We do value...
Read more your business and I would like the opportunity to rectify this for you.
I sent through the information for the third time. I also received an email from one of your customer service people (Celeste) who stated that the sizes differed between styles and that I could exchan...
Read morege them. The website provided a size chart which clearly states a 10 is equivalent to a 41. https://www.brandhousedirect.com.au/pages/dr-scholls-size-chartI have received yet another email stating that the size chart does not apply to that particular style and asking me to specify an exchange. This is beyond annoying. The shoes are too big and Australia...
Read moren consumer law states the following: You can ask for a replacement or refund if the problem with the product is major.Questions & Answers
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.
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
I have just placed order after reading these re If we I am very concerned. Can you reassure that you have the packing and shipping in order.
Hi we will email you the tracking details once the order is shipped.
Reading all these reviews and after 48hours no confirmation or tracking order email I feel this company maybe a scam. You certainly did reassure me with your response.
Hi I can assure you will receive your tracking details this week.
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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 can you advise your order number so I can look into this for you please?