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Dont buy from Brand House. Terrible customer service. Won't answer phones or emails. Won't honor warranty.
Purchased Clark school shoes in November 2021. May 2022 shoes are cracking and metal is exposed and shoes covered by 12 month warranty contacted Brand House and they can't see why I have an issue. I expect that $100 school shoes will last more than 6 months that December and January not being worn. Have called and emailed and no action from Brand House other than they just look dirty.
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
Brand house Direct a disappointing experience
Finally received my order after three weeks and numerous calls / emails and a Paypal dispute.
Customer services failures by Brand Direct were:
Failure to update order status. Failure to respond to emails and online chats.
Failure to answer their hotline which constantly rang out.
Ignoring requests for a refund after it looked like they would not fulfil the order.
If only Brand house direct were honest. Do not state that the item in stock if it is not. Tell people that the order may take a month or more to arrive rather than generic responses such as "your order will be dispatched in the next few days". With such poor customer service and slow order fulfilment I would recommend shopping elsewhere. A thoroughly disappointing experience.
Will take your money and provide service whenever they feel like it.
Waited forever for shoes to be shipped. Then when they finally arrived, all were ill fitting and I returned them. Weeks went by, they finally acknowledged their return. Said would receive refund. Again, many days and phone calls later, still no refund. This has been a month long hassle since purchasing the shoes and still no refund.
I ordered a pair of Women's Sketchers on the 28th of April 2022 & l never received a tracking no : as everytime l do from other Companies.. as should be given when an a order is placed & payed for.
I rang the number from Brand House & rang & rang & finally an answer & told my order wouldn't be dispatched till the end of the week & another week to receive & l told the employee to cancel my order & she said l couldn't as it's still in progress but not dispatched & no tracking.
Just after speaking to an employee at Brand House ..l purchased onlin...
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.
Product and price good but postage very poor (incredibly slow to send)
I ordered several weeks ahead of son's 18th birthday, and had to call and email repeatedly about why product had not shipped. Despite this, boots arrived after the birthday, so very disappointed customer. Excuse was 'moving warehouses' but no mention of this when ordering or paying. Unreliable service in my view.
Waiting and still waiting.
Should have learnt after my first order but hoped that was just a once of, have now been waiting since 4 March for delivery, three emails chasing order and only one response blaming warehouse relocation. Order no 495432. Yvonne.
Unlike all of the other bad reviews, my order was received on time. Unfortunately the shoes purchased for my 81 year old mother fell apart after 2 wears. BHD do not respond to emails and will not assist when you call. I will pay for the repairs myself. I have reported them to the ACCC. do not buy from them no matter how good a deal they appear to offer.
I have ordered one hard Yakka safety shoe in February 6 but I didn't get yet and they did not shipped yet.Today is 22 February. Order number is 490235. I am very upset because when I rang them they are saying they will send but they have no idea. Brand house direct company service is very bad .I prefer if any one want buy shoes by online please avoid Brand house direct.
Zero Customer Service and Communication
26 January 2022 - this is my first order and two weeks have passed without any communication from the Company. No communication to know when dispatch will occur and delivery of goods timed for arrival. What is actually happening behind the scenes??????? Eventually (after more than two weeks) I received an email stating that my order had been dispatched but I had to purchase other shoes as we have relocated and I was desperate. The order was CANCELLED prior to dispatch and Brand House Direct were advised in writing but ignored me.
Five weeks...have passed since 26 January and the second email from BHD. Understaffed but they could dispatch the two boxes when the order was cancelled, prior to dispatch from their warehouse. Now they state that only one box has been received but two boxes have been returned to sender. No markings on the boxes ie box 1 of 2 and box 2 of 2. No staff member has undertaken an investigation on my behalf to see if both boxes have been received. I waited five weeks for the first refund for the smaller box. Returns are clearly a MAJOR issue. Brand House Direct will not refund me fully although both boxes have been returned to sender. As a Department of Veterans' Affairs TPI (totally and permanently incapacitated) pensioner, I cannot afford to lose $400 plus (cost of five pairs of shoes which have been returned to sender ie Brand House Direct) when I have nothing to show for my money. We are also flood affected in Brisbane so money is TIGHT. After sales service for Brand House Direct is severely lacking, questionable and unprofessional. Company always uses excuses such as covid or postage delays but internally it is chaos with understaffing. Brand House Direct has not even looked for the second box of shoes which should NOT have been sent due to a cancelled order. ZERO customer service internally and externally. This whole horrific experience has exacerbated my PTSD symptoms from my 20 years military service but Brand House Direct ignore me with zero accountability and responsibility. 23 Mar 2022 AUSPOST has just advised me that the very large box of shoes has gone missing which means that internally there are issues within the organisation. I lose $400+ as a TPI pensioner because Brand House Direct sent the cancelled items, prior to dispatch and ignored me.
Slow delivery and poor communication
Goods were as described however they took so long to arrive! The website states 3-5 days deliver however it took 13 days! They were slow with communications also which was frustrating. I dont think I will use this company again.
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...
Lost shoes box and refuse to exchange size
Avoid because they can't deal with any slight problems. Save your money and buy from another company!
I ordered a pair of walking shoes in lockdown. They were unfortunately 1/2 a size to small so I returned them. I forgot to send the shoe box with the shoes so I sent the box seperately a few days later after phoning to notify them. The shoe box was delivered (proof with Australian post tracking). I notified Brand house when it was delivered but they said they couldn't find it. It seems they have lost it, and they now refuse to send me the correct size or rectify it in any way. They don't seem to have any policies regarding lost items. This has been going on for over 3 months with no end in sight and I'm at my wits end.
Questions & Answers
My order #516203 was processed a week ago. It has not been processed or shipped after a week. I would like to know when they will be shipped.
Mate, I'd contact them. It took longer than it should have to get mone. Then I sent them back as they were faulty. They received them back on May 25th and I have had nothing but dramas and still no shoes! All I can say is good luck!
I've sent an email and I will continue to harass them until I get a response. Thank for your response
Hi the order will be shipped this week, we will email you the tracking details once dispatched.
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:
Hi please email the full name the order was placed under to email@example.com so we can look into this for you.
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....
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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