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Brand House Direct

Brand House Direct

4.0 from 2,288 reviews · View Statistics
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Stressed
StressedSeaford Rise

Never again

published

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.

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi I would be more than happy to help you. Can you advise the tracking number for the return?

Stressed
Stressed

Tracking number R538425007185199006120604

Brand House Direct
Lee S.Brand House Direct

Hi the returns team are processing your return today. They will send you an email notification. Apologies for the delay, as it is the busy Xmas period, the return was just in queue for processing so we thank you for your patience.

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Lola
LolaSydney, NSW
  • 13 reviews
  • 18 likes

Only purchase if you have time to waste, especially if you have to return items.

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Lola, can you advise your order number so I can look into this?

Lola
Lola
Brand House Direct
Lee S.Brand House Direct

Hi Lola, can you advise your order number? I would like the opportunity to address your concerns and see if I can help.

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MARNA
MARNAHobart, TAS
  • 3 reviews
  • 2 likes
  • Verified

BrandHouse processes very poor

published

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!

Product Quality
5/5
Shipping
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
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Too hard - will not use again

published

1. Communication very vague & lacking in detail
2. Slow to despatch goods
3. Product was faulty
4. Have to jump through many hoops to obtain replacement goods which were also faulty & took ages to receive
5. Still awaiting satisfactory resolution after in excess of 3 months from original order.

Would not recommend. Although faulty products not their fault their emails have been very vague and any instructions lacking in detail. They tried to fob me off to manufacturer when manufacturer website clearly states to resolve any claims regarding faulty products/warranty are to be lodged with place of purchase. Too hard to deal with, will not use again.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
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Terrible experience

published
Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Danielle, can you please advise your order number so I can assist please?

Brand House Direct
Lee S.Brand House Direct
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  • Verified

Nice shoes but delayed refund

published

The shoes would I'm sure had been comfortable but my orthotic didn't fit well
My concern is the long delay ,now over 4 weeks waiting for my refund
I would try again to find shoes but this has put me off enormously

Product Quality
3/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you advise your order number so I can follow up on the return?

Glenys Jacobs
Glenys Jacobs

390179 please follow up refund

Brand House Direct
Lee S.Brand House Direct
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Review collected in partnership with Brand House Direct

  • Verified

product return/exchange

published

I recently purchased two pair of boots, excellent response in getting them to me. Loved them, however, returning 1 pair as they didn't fit. Process for exchange/refund has been pitiful. I called once, helpful receptionist, was emailed, replied, no response. Will need to call again to follow up. The refund form clearly states a call will be made by BHD to me to discuss my options. Hasn't happened as far as I am aware.

Product Quality
5/5
Shipping
5/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Wendy, thank you for your feedback. Please call our customer service team on 1300735786 for assistance.

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Review collected in partnership with Brand House Direct

Meeeeee
MeeeeeeSydney, NSW
  • 9 reviews
  • 14 likes

Dont buy from brand house if you want delivered in a reasonable timeframe

published
Product Quality
3/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi can you confirm which order numbers you have returned so I can follow up with the returns team?

Meeeeee
Meeeeee

Hello... Read it again... I have written the numbers in the review, Do you need a Guide dog ??
You don't have a returns team, I looked up your address on Google street view, Its a not a big place at all
maybe, just Maybe 5 people work there.

Meeeeee
Meeeeee

There is no returns team there , there is one or 2 people in the warehouse
Not many in the office as you people have not Mastered the skill of Email Yet.

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Kelvin Lawson
Kelvin LawsonSydney, NSW
  • Verified

Hopeless.. shocking customer service

published

Terrible service.. canceled order but they still sent package. I delivered to Post Office return to sender.. but brandhouse wanted me to pay return post costs. What a joke of a company.. shocking service. YOU HAVE BEEN WARNED.

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
Kelvin Lawson
Kelvin Lawson
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Review collected in partnership with Brand House Direct

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AmmuB
AmmuBSouth East Queensland, QLD
  • 3 reviews
  • 3 likes

Terrible experience

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

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

AmmuB
AmmuB

My order number is 303443

Brand House Direct
Lee S.Brand House Direct

Hi I can see that you have been refunded for the Clarks shoes in white. We have emailed you the refund notification.

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Oliver
OliverMid North Coast, NSW
  • Verified

The worst online retail site I've ever used

published

I've been shopping online for nearly 25 years, never have I used something so poorly designed. There is no customer account to check on the progress of your sale or return, the phone number is never answered, the online chatbot is woeful. No-one can give you any information at all. Absolutely abysmal, if i could give it 0 stars I would.

Product Quality
4/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
Oliver
Oliver

sure, its 301714

Brand House Direct
Lee S.Brand House Direct

Hi we sent you an email regarding your return. Have you received this email?

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Joko
JokoMetropolitan Adelaide, SA
  • 2 reviews
  • 2 likes
  • Verified

Terrible customer service

published

Faulty shoe.
After numerous attempts to contact Brand house direct, I received a “holding” email saying they were contacting supplier.
Followed up a week after the holding email by email and phone, phone line just cuts out after a couple of rings.
I’ve been duped off nearly $90.00

Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Joko, can you advise your order number so I can help? We were having telstra phone issues, perhaps you can try calling again?

Joko
Joko

293932.
I’ve contacted PayPal to help me get a refund.

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Review collected in partnership with Brand House Direct

Footwear Shops & Brands

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Linda Martin
Linda MartinMid North Coast, NSW
  • Verified

4 months- still no shoes

published

Bought shoes- wrong size, so returned. Strange that they were a half size larger than I normally take! Many phone calls & emails to order another pair. Original order 4Th August. 6th December-still no shoes!

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Linda, can you advise your order number so I can assist please?

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Review collected in partnership with Brand House Direct

Tony
TonyCentral Highlands and Goldfields, VIC
  • 2 reviews
  • 1 like

Never again

published

New expensive Keen hiking boots, walked in for a couple of months before my planned hike. Boots lasted a couple of days of hike before they split along the side of both boots where sole attached to upper part (stitching clearly poor). Sent photos and they assessed and said no manufacturing fault, rather appears it was due to wear and tear and they also intimated it may be related to my walking gait. Really! No replacement offered just reduced price on another purchase. Very poor response when Joe average can see boots were faulty. Lost me guys.

Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
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Jacky Avery
Jacky AveryMid North Coast, NSW
  • Verified

Love sandals,but faulty product,returning.

published
Product Quality
1/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Jacky, can you please advise your order number so I can assist you please?

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Review collected in partnership with Brand House Direct

Questions & Answers

Kaye J.
Kaye J.asked

Hello

My order 482351 has not yet been shipped. Is there a problem, I have sent emails and had no reply.

Please let me know what is happening.

Kaye

1 answer
Brand House Direct
Lee S.Brand House Direct

Hi the order will be shipped this week. We have had shipping delays as a result of staff shortages in the warehouse due to the pandemic. We thank you for your patience.

Kim H.
Kim H.asked

Why do uou not answer your emails I purchased some shoes over a week ago and i still have no infirmation for when itll be posted

4 answers
Brand House Direct
Lee S.Brand House Direct

Hi Kim, can you please advise your order number?

Kim H.
Kim H.

#477945

Brand House Direct
Lee S.Brand House Direct

Hi the order will be shipped this week. We will email you a tracking number once dispatched.

Cham
Chamasked

Hi,
I am trying to get in contact in regard to my refund since last week. No one get back to me. My order number is 468649.

3 answers
Lola
Lola

Hi Cham
If you paid using Paypal then raise a dispute via Paypal as they are excellent when there is a issue with receiving refunds.
Possibly email Brandhouse so you have a trail of evidence.
Good luck
Lauretta

Brand House Direct
Lee S.Brand House Direct

Hi, the returns department is closed right now as it is very early morning. I will follow up the return status when they reopen later today and will get back to you. Thank you for your patience, it is likely just in queue to be processed as it is a very busy period just before Christmas.

Cham
Cham

Thank you. I have received my refund today

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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
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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