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Faulty shoes return they tell me i have to pay for postage...... IT WONT BE HAPPENING
Received two faulty pairs of shoes. Have been asking for replied paid postage number for a bit over three weeks... just keep getting the same ole email responses... rang cust service 4 times (if you want to call it that). Each time the said they will have someone call me.....you guessed it......no call at all.
Shame on this company for taking money but not giving a crap about the customer. Maybe a few ACCC complaints will generate some positive experiences so they can learn from their mistake
Very Slow and delay of shipping and poor customer service.
I will never ever get shoes from this site and never recommend to my friends and colleagues. I had my shoes being delivered so delay and when I received it it was too big than the normal size. Not happy so I returned it the same day I received it. It took sometime before they respond to me and I have to call them to follow it up, I tracked the returned and they received it 5 days a go and they haven’t get me back. They keep you waiting and not giving you updates you have to call them but still not give you guarantee about what you asked for . Very poor. I am very disappointed with this company. Never come back and never will recommend to anyone.
Terrible return process
#479260 Ordered 4 pairs of shoes and kept only one pair. Returned 3 pairs right away as they were too tight, asking for a refund. After about a month I received an email stating that I only returned one pair of shoes and they understand I wanted to have order a new one. I answered that I want refund and that I returned 3 pairs of shoes. Since February I had about 3 emails from them, one in every 3 weeks, always different person, and they don't believe me. I even send them the receipt from Australia Post showing that the box was around 9 kg. Still they don't believe me. What else can I do to prove my right and get my money back? Very poor customer service.
I returned a pair of shoes that were to small on the 29/11/21 Registered Post,
It was delivered to you on the 04/12/21. I have written to you, without any response. PayPal have refunded the return posting cost immediately! You on the other hand have not responded to anything, what a poor service! I would not recommend you to anyone! I want my refund of $ 79.95 ! My order number # : 468278 If you don’t respond I will notify PayPal and Consumer Affairs.
Only purchase if you have time to waste, especially if you have to return items.
1) Trainers took 2 weeks to arrive from Victoria to NSW.
2) I upsized on the trainers yet they turned out to be smaller than the same trainers that I have had for years. Turns out the trainers are made in China and we all know that there is no 'universal sizes' with items coming out of China.
3) The cost of postage is outrageous.
4) They only wanted to refund me for 1 pair of trainers until I pointed out the return postage which had the weight showing 5-6 kg.
5) Even after they acknowledged the return of both trainers, there was no rush on a re...
Reviews are not real
Bought some Merrell boots at what seemed a good price, but which were too tight, despite being same size I always buy (US11). Did as they suggest and wore in the hope they'd stretch, but alas no, so couldn't return them. Wrote a not positive review which was never published. So be aware that only the 4 and 5 star reviews are being shown.
BrandHouse processes very poor
BrandHouse was extremely slow sending my shoes. Neither pair were true to size. Their return/refund processing is even slower. Nil communication either. Very poor processes compared to other online shoe shops. I'm still waiting!
Very frustrating experience
Purchased a pair of shoes for my aunt during Covid who is in residential care facility, the first pair of shoes where too small, so I returned the shoes requesting the next size in the same style. The shoes eventually arrived after waiting so long. These were too big. I was advised that as this was my 2nd return I needed to pay for the return postage. This was not a problem. Unfortunately, the sizing was not right, this time too big! So I paid to return the shoes and requested an alternative brand. I received an email, advising as this is my ...3rd return, and as per their policy, they can only issue me with a store credit! I phoned Brand House to let them know that I have requested an alternative pair and would appreciate if they could please process my order. This is their policy! I now have to wait to receive a store credit to order the shoes I detailed in my return notes. The operator advise they will raise this with management. This whole experience has been an absolute nightmare!
Still Waiting On My Money
Hello Brand House Direct... how much longer will you keep my money? Your email back on 29/03/21 states "refunded $184.95" yet you refuse to refund the money back into my credit card?
Consumer Affair Vic has responded to me giving me a couple of options.
Check it out if you think that I am not genuine and now this is also with the Bank.... you can always contact me to get the case number.
Potential customers please be weary if for whatever reason you need to return a product.... not what I would call basic Customer Service.
Won't buy from them again.
Purchased a pair of Skechers thongs, the tops were far too loose so returned them with photos, eventually I did get a refund excluding the postage to & from NZ so definitely won't purchase from them again, they sell seconds as this was not the 1st time I had encountered this problem.
Review collected in partnership with Brand House Direct
Save your money and shop elsewhere
Told me they had a pair of shoes in stock, then after I purchased they were no longer available. They said they emailed me, but I never received it. The one pair they sent me was obviously misprinted and were a much smaller size than the label said. Apparently this is my fault and they want me to pay return shipping. The whole experience has been painful and if I could give them 0 stars, I would. Still waiting on a successful resolution to my issues.
Avoid this company at all costs
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.
Dont buy from brand house if you want delivered in a reasonable timeframe
22nd May 2020 ordered
Delivered 1st June.
Now I am 60 years old I have worked out what size I take. 11.5 in joggers and in thongs a 12.
Thier sizing chart is wrong.
Usually a size12, on arrival far too small not even near it so returned for a size 13 these just fit
(Scholl Sonoma thongs)
Should have bought a size 14 but I am not going through this again.
Never take a size13 in my life.
Note, the product looks alright.
But this outfit does not make them,...
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.
I bought 2 clark's school shoes, a black and white from this website. I was told it will reach in 2-5 business days. Plenty of time before school starts. I kept on contacting them as I saw the items were not being dispatched. I called up and they assured it will be delivered the Friday before school starts. Guess what, it din't reach. I had to buy both shoes from the local shop. And then the next week I got half of the order and my order tracking was updated as delivered when actually not everything was delivered. I emailed a couple of times an...d finally got a message saying that is not available. I asked for a refund. It's been more than 2 weeks and still nothing. I told that I don't need the black shoes either as I had to buy it locally and they din't keep the delivery date promised. No response for that either. I would never buy from these people again. I am going to raise a complaint with ACCC
Questions & Answers
I appear to have a similar enquiry to others posted here.
I have an AfterPay order # only (275509263) but no confirmation email for an order placed June 19.
I would like to achieve a resolution in the form of:
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...s 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...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 email@example.com so we can assist with any concerns you may have.
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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