Reviewer Photos & Videos
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 ….
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.
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.
Very small (39)
Slightly small (108)
True to size (1,100)
Slightly large (91)
Very large (26)
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...nd 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?!?!
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.
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.
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...al, 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.
Review collected in partnership with Brand House Direct
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. ...the 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 did
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.
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.
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
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...s 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!
The size was too big and when we swapped them for a smaller size they came without innersoles just bare canvas. We were then told we couldn’t get a refund but if we cut them up and sent a photo they would give us a credit. Won’t be dealing with them again
Sizes were way smaller than normal. Boxes came badly damaged and guess what, I can't return them now!
Bought 2 pairs and both were fails and I am so displeased about this website. I do shop regularly online and found their products to be disappointing
Pair 1 was a present for. Christmas. The box was almost falling apart so I threw it away and wrapped them up. They didn't fit.
Pair 2 was for me. I ordered my normal sized shoe I couldn't even get my feet into the sandal. I asked about possibly getting an exchange or refund and I can't. My sister who is 3 sizes smaller than I fit them perfectly. Weird right???
Review collected in partnership with Brand House Direct
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...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.
Get an answer from our members and Brand House Direct representatives
|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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