- Sign in
- Write a review
Brand House Direct
Reviewer Photos & Videos
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.
- Verified
Where is my refund? Offered to take a pair of shoes in lieu of the refund but no reply. Shocking Customer Service.
After purchasing five pairs of shoes in February, returned two and still no refund. Asked for exchange for another pair I wanted. Still no contact.
Hi please call the returns team so that they can assist you. I checked our inbox and I cannot find any emails under your order number.
- 2 reviews
- 1 like
Stealing from pensioners is not good business practice
I purchased 3 pairs of shoes for my 90yo mother - the same style in three different colours. The website offered 4 different colours and as she already had one of the colours, I ordered the other three colours. When they arrived they had supplied the colour that she already had. I contacted them and explained that I had ordered the colour "Taupe" not "Pumice" as supplied, they said they were the same colour. Despite explaining to them that their website said they were different items to order (with screen shots from their webpage) they refu...
Read moresed to accept responsibility. They refunded the shoes however my Mum had to cover the $16 return cost - they refused to refund this amount. Well done Brand House Direct for stealing $16 from a pensioner. I absolutely will not ever purchase from this company againHi I will pass on your feedback to management and will ask them to review the matter. I can see a refund has been issued for your return.
Surprisingly to noone - I never heard anything back about this and they are still stealing money from pensioners as a business practice
- 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?
Find out how Brand House Direct compares to other Footwear Shops & Brands
Know better, choose better.
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
- 7 reviews
- 6 likes
Sell broken shoes and don’t care
I bought a pair of Merrell boots the soul started coming off they expect me to cut them up send pictures and then wait to see if I get another pair of shoes. Or I could of bought another pair and then waited see if they would return the other’s
Worst company service I have ever had to deal with totally rude
Treat you like a thief for there poor quality
Merrell won’t warranty any shoe from this so called company
Hi Derek, thank you for your feedback. I am sorry to hear that you are unhappy. We were more than happy to send you a replacement pair or offer a refund. We were trying to help.
- 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?
Find out how Brand House Direct compares to other Footwear Shops & Brands
Know better, choose better.
- 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!!!
Faulty product and customer service
It took 15 days for the order to arrive. When received, one of the shoes seemed to be different to the other one, it seemed used or made from a different material.
I contacted customer support and returned the shoes as advised. I also asked them whether I will receive the refund of the cost of the returning the item. It has been 15 days ago without any reply or update.
Hi I am so sorry to hear that! Can you please advise your order number so I can assist please?
Order #387615
Thanks
Hi our office was closed for a few days over the Christmas public holidays. They have reopened today and have emailed you a reply. Thank you for your patience.
Find out how Brand House Direct compares to other Footwear Shops & Brands
Know better, choose better.
- 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.
- 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
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:
Order #
Order confirmation
Tracking #
Please advise.
Hi please email the full name the order was placed under to support@brandhousedirect.com.au so we can look into this for you.
Christine Susan Shipp
christine.s4@hotmail.com
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.
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 |
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
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.