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Brand House Direct

Brand House Direct

4.0 from 2,110 reviews · View Statistics
Listing monitored by Brand House Direct

Reviews

2.5
46 reviews
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  • Verified

Zips in the boots I purchased were difficult to get up and down. Very poor quality zips

published

Boots looked beautiful on line did not look the same in reality
Not satisfied zips were very poor quality
Very disappointed

Product Quality
Shipping
Incentivised Review No
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct
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Review collected in partnership with Brand House Direct

Derek
DerekRichmond-Tweed, NSW
  • 5 reviews
  • 2 likes

Sell broken shoes and don’t care

published

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

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Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

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.

Sharon Moore
Sharon MooreSouth East Queensland, QLD

Do Not Buy From This Company - The Reviews Are Lies And There Customer Support Doesn't Exist

published

The reviews against the 2 shoes i bought were lies and made up. The shoes where crap and I had to pay $16 to send the first crap shoes back - "Rockport World Tour Classic Womens Wide Fit Comfort". There like wearing cement. Absolute crap and definitely no good for nurses or anyone standing for more than 5 minutes. Then their other advertisements lied and they sent me- "Homyped Lauren Womens Comfortable Supportive Thongs" - which are faulty and your toes hang off the end. And - "Asics Womens Leather Gel-Foundation Walker 3 (Extra Wide)" - which are advertised as the wrong size. And now they want me to spend another $16 or more dollars sending them back so they can rip me off more.....

Product Quality
Incentivised Review No
Sizing Very small
Product Appearance Not as advertised
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Kanimbla
KanimblaGreater Melbourne (Inner), VIC
  • 8 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
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

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 Direct

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.

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

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

published
Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct
Simone S
Simone S
Simone S
Simone S
NewCustomer
NewCustomerSouth East Queensland, QLD

Faulty product and customer service

published

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.

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi I am so sorry to hear that! Can you please advise your order number so I can assist please?

NewCustomer
NewCustomer

Order #387615
Thanks

Brand House Direct
Lee S.Brand House Direct

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.

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
Shipping
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct
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Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

sam
sam
  • 2 reviews
  • Verified

Poor service

published

Order still not here 3 weeks since purchase obviously took order with no stock available big no no Emailed twice rang 3 times with no replies on emails or first two calls NOT HAPPY product good bought before elsewhere won’t be buying from this mob again TOO SLOW

Product Quality
Shipping
Incentivised Review No
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you advise your order number so I can assist please? We do value your business and would like to rectify this matter.

sam
sam

Order374533 Wednesday 28th oct 20 a at 2.50 pm still no shoes

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Review collected in partnership with Brand House Direct

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

Have had a really bad experience overall

published
Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct
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 Direct

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.

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Review collected in partnership with Brand House Direct

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John
JohnGreater Melbourne (Outer), VIC
  • 7 reviews
  • 5 likes
  • Verified

Not a great experience

published

I was promised shipping the same or the next day when the shoes were overdue, what actually happened was I was contacted 3 weeks later to say the colour I ordered was now no longer in stock. I reluctantly ordered a colour that was in stock and rang them to see if they could expedite shipping, which they did.
Turns out the Merrells although listed as 'comfort fitting' were a narrow fit and very uncomfortable, but that's not BH's problem. Overall though, I will not shop with BH again, there are better online shoe retailers. Also I discovered Merrill was offering the same shoe at $20 less.

Product Quality
Shipping
Incentivised Review No
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi John, thank you for your feedback. We do value your business and hope you can consider shopping with us in the future.

John
John
Brand House Direct
Lee S.Brand House Direct

Hi John, if you provide me with your order number, I would like to look into this matter and try my best to rectify this.

Still waiting for them to ship my boots and nobody answers the email sent!

published

I ordered a pair of boots last week, and they still haven't shipped! I tried to contact them but nobody answers...

Not sure if it was a scam... they took my money but still no news from them!

My order is number #356597

I would think it twice before buying from them.

Product Quality
Shipping
Incentivised Review No
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi the order has been shipped. We have also emailed you the tracking details. Have you received this email?

Zina
ZinaSydney, NSW
  • 3 reviews
  • 2 likes
  • Verified

Customer service never reply

published

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.

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

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.

Zina
Zina
Kazza
KazzaSouth East Queensland, QLD

Return of shoes too small

published

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.

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.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.

georgia s.
georgia s.Mid North Coast, NSW

2 WEEKS AND NOTHING!

published
Product Quality
Shipping
Incentivised Review No
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi Georgia, can you please advise your order number? I would like to assist please.

georgia s.
georgia s.

#324574

Delilah Laritz
Delilah LaritzGreater Melbourne (Outer), VIC
  • 7 reviews
  • Verified

Sizes were way smaller than normal. Boxes came badly damaged and guess what, I can't return them now!

published

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???

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that. You are more than welcome to return the items that don't fit in original, unworn condition for a refund or exchange. We are always here to help.

Delilah Laritz
Delilah Laritz

Hi Lee,

I was told without a box, this was not an option? If that is the case I would opt for the refund instead.

Brand House Direct
Lee S.Brand House Direct

Hi we do require the shoes to be returned in the original shoebox to accept a return.

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Review collected in partnership with Brand House Direct

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Questions & Answers

Lucas M.
Lucas M.asked

How do I track my international order?

1 answer
Brand House Direct
Lee S.Brand House Direct

Hi Lucas, we can help you. What is the order number? What is your email address? We can email you an update.

William T
William Tasked

Hi Brandhouse Direct, would you please confirm my order made on 15/3/21. Blue Multi comfortable sandals Size 6 $49.95 I don't have an order number as it disappeared off screen before I could take note of it. My bank account has been debited for the amount of $62.90.

2 answers
Brand House Direct
Lee S.Brand House Direct

Hi please contact 1300735786 between 10-5 Mon-Fri for assistance.

Jeanette Bilson
Jeanette Bilson

I got mine within a week. Once posted it took two days of that week. So happy how fast they were.

Louise
Louiseasked

How do i contact brand house direct?! I have tried the live chat, which always says they are not around, sent an email which i havent had a reply yet, and tried to call and the number says it is not in service!

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
Buy Now, Pay Later OptionsNone
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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