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Poor customer service
Terrible customer service. Quick to take payment off my credit card but not quick to despatch goods. Tried to find out when my order would be sent and could only get a vague answer and then hung up on.
Non delivery of shoes
Great shoes if one can get them. My delivery has vanished into out space I think. Promises and nothing but promises that they will deliver. Shoes sitting in a Brisbane warehouse for 2 whole weeks even though we have daily freight transfers to Bundaberg. Then the shoes go missing, seems no one know where they are. Have got to the point of demanding a refund but ho no! now they wont even reply to my emails. I have a dossier of 21 emails on this one failed delivery. One very very angry ex customer which will equal a mountain of bad publicit...y. Don't buy from Brand House Direct, your money may just vanish into??? Happy days...amazing how things get resolved one PayPal are involved. I have to report that my shoes have now been delivered. All that worry and angst was not necessary BHD.
Very happy with my purchase
Navigation is easy with a huge range of products to view and I am very happy with my purchase. I have yet to wear my shoes but they look very comfortable and stylish which is important to me.
The delivery was a problem
The delivery"Couriers Please" was a problem. On two occasion in spite of paying freight to deliver the product to my home, the products were not delivered to my house. I am retired and I was home on both occasions. I had to drive some distance to pickup the products. I have seen similar experience as mine on the freight company's website"Couriers Please". But Brand House keep using them. So I decided to go to store or buy it on e-bay.
Horrible experience with this store
I purchased 3 pairs of shoes, then saw that in the confirmation email, it stated one pair was not in stock and was a pre-order. I needed those shoes fast, so decided to cancel my order in order to buy elsewhere. Tried phoning, could not get through, then finally a vague person picks up and says, she needs to confirm with someone else before agreeing to cancel order (which was not yet sent out). I would be phoned back...I then decided to email to cancel order. I also involved Paypal. They then sent out the other two pairs, even though I wanted t...o cancel the whole order. One pair was 2 sizes smaller than I ordered, so had to return. I was told to pay postage myself (Paypal refunded shipping, thank goodness). Weeks later I received a refund for the shoes, but less the $10 discount I received at checkout...so paid $18 postage for basically one pair of shoes and they were too cheap to even allow for the $10 discount. Cost me a lot of time to get my money back and feel that this is not a professional company, never come across such bad customer service before! Would not recommend, but if you do use, pay with Paypal.
A positive shopping experience
My shopping experience with Brand House Direct has been very positive. The range of shoes is wide and I have always found what I want at a reasonable price. I enjoy perusing the different styles available. I have bought the wrong size and returned the shoes with absolutely no problems. I have received my shoes in superquick time, especially as I live in a regional area where the efficiency of the mail service is variable. If I need shoes for a particular occasion I can be sure they will arrive on time. I have recommended Brand House Direct to family and fellow shoe lovers.
Not a site I would visit again.
I selected two pairs of shoes from this site - a sports shoe and a casual sandal. Despite being thorough about checking my shoe size, when the sandals arrived they did not fit. I selected another pair in my correct size and returned the ones that were too small. When these arrived, they too did not fit me. It took some time to get a response from them with regard to this issue, asking for advice and recommendations. I asked for a refund but was told this was not possible on a second exchange. I have decided to return to shopping in-store for my footwear as this is a more reliable and successful way to purchase shoes in my size (Australia size 11).
Having given style info / shoe size and a physical drawn outline of my foot to ensure correct products were chosen I received poor fitting shoes and wasted endless time
Dreadfully Disappointing After Sales Service
I was happy until I received a pair of shoes with a fault that was not detectable until worn. They obfuscated and shrugged off responsibility trying to tell me I had chosen badly, despite my having taken the shoes to a repairer who identified a manufacturing fault. They couldn’t care less and just said, speak to the manufacturer. Not nearly good enough.
My first purchase with Brand House direct
This was my first purchase. The left boot arrived with a defect in the zip (with a hole) when it zipped up. I contacted them. Pleasant, but I had to pay to return the not fit-for-purpose product to them. I paid $20 and returned the product. But had to call, many times, in the end after 3 months, they sent me a replacement pair of boots but didn't offer any vouchers for compensation.
Must admit I was dissappointed on a few fronts. Thanks for asking.
Shoes are so comfy
Very happy with my purchase, regarding delivery with Courier was very disappointed. Was not home, arranged for new delivery date. Did not arrived. Arranged for another delivery date. was delivered not on that date. Was lucky that my daughter was home to sign for. When I contacted Courier Services the caller was off shore. Love the shoes but will not order again if you are not using Australia Post.
Still waiting for a refund
I purchased some boots which did not fit and returned them to the company. I have sent follow up emails and I have a tracking number to prove it was delivered. That was over ten days ago. Still waiting for my refund or store credit. I have sent numerous emails and there is still no store credit or refund. I guess I am going to be chasing by phone despite the three emails and one phone call I have already made.
Because you can’t go to their warehouse to try something on, you buy something and then find the size isn’t right. You return it for an exchange of size, and then when you get that if you find it’s still not suitable, and return it, they say you’ve returned two pairs even though you’ve only returned one (other was size swap) and WONT REFUND - these were $100 - not a small purchase and cost me $30 to return with signature. So I’m in the hole $130.
This is unethical and I’ll never shop there again.
Extremely poor customer service
I agree with the previous review. This business needs to urgently address their customer service. Email lists 1300 number available from 9am-5pm however the message I heard was we are available 10-5pm. My emails have not been replied. I would not recommend this business.
Poor product quality and customer service
The product was of poor quality. They didn't even last the min period as statemt by consumers guarantees act. And customer services tried to fob me off and won't accept there is an issue at all. Don't buy from here.
Asics work shoes
Everything is OK right now. I got a smaller size than I ordered, but I found a very helpful person on their Chat line. Celest from brandhouse was a great help to me to solve the issue. So I am going to send them back the shoes, and they will give me a bigger size in exchange of the same brand and model.
Great store unless you have a complaint. I have previously purchased a handful of shoes prior to my most recent purchase and was happy, however, as soon as there was a problem it was a different story. The sandals I bought broke within 15 minutes of wear and it took a PayPal claim to resolve after several weeks. I tried sending multiple emails and tried messaging via PayPal to no avail. The communication was slow and I could not get a satisfactory resolution. It is only when the PayPal claim escalated did I get anywhere. I would certainly say ...to any buyer to be aware. If you have a problem pursue it via PayPal as soon as you can. DO NOT expect it Brand House to resolve the issue or be wary that they delay responding such that any claim via PayPal will expire. In the end, after PayPal's involvement, they offered me a credit note despite the fact I said I was not prepared to pay for more shipping otherwise it was throwing money away. They then offered me free shipping if I closed the PayPal claim. I have still not received a refund, at the time of posting this, but as a prior review under Australian Consumer Law I know I am entitled to one. If I could offer less than one star I would. I'd prefer to buy my shoes elsewhere next time.
Terrible shopping experience, never ever recommend to friends!
I had bought a pair of school shoes for my daughter, first time they sent the wrong size(too big) , second time sent totally wrong pair! Poor service! Don't recommend to friends.
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