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Brand House Direct

Brand House Direct

4.0 from 1,917 reviews · View Statistics

Reviews

1.1

17 reviews
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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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
16 comments
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.

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Les.

Les.Sydney, NSW

  • 3 reviews
  • Verified

Great shoes, dreadful after sales service.

published

Returned shoes for exchange, waited a few weeks, rang them and was told order was being processed and would receive within 2 to 3 days, never arrived, rang again, and was told I had not specified what a wanted for exchange, even though I filled in the exchange form they supplied, after dreadful service decided for a refund. Will not use again.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
11 comments
Brand House Direct
Lee S.Brand House Direct

Hi Les, I would like to have this rectified urgently for you. What is your order number so I can have an exchange pair sent to you asap?

Les.
Les.

Order number 390450 08/12/20

Brand House Direct
Lee S.Brand House Direct

Ok thank you. I can see the refund has been issued. Would you like me to help you find a more suitable size and/or style? I would like to look after you with personalised service to ensure you have the best shopping experience possible.

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Review collected in partnership with Brand House Direct

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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
10 comments
Brand House Direct
Lee S.Brand House Direct
Simone S
Simone S
Simone S
Simone S
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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
SizingVery small
Product AppearanceNot as advertised
1 comment
Brand House Direct
Lee S.Brand House Direct
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

bethany Glover

bethany GloverGreater Melbourne (Outer), VIC

  • 2 reviews
  • Verified

Have had a really bad experience overall

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
5 comments
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.

Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
2 comments
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
Similar opinion? Write a review on ProductReview.com.au!
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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
1 comment
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.

Similar opinion? Write a review on ProductReview.com.au!
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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
7 comments
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.

Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Hayley

HayleyIllawarra, NSW

  • 2 reviews

The customer service is appalling!

published

I returned an item 3 months ago with the refund request slip and never received confirmation they received the package not a refund. Emailed them five times before I heard anything; to which the was that they contacted me an I never wrote back. I asked for the day and time of the email and If they could forward the original email because I am very organised Witt my emails and had no reply. Now I received an email stating they refunded me but only half of what I was owed. Such appalling service!

Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
8 comments
Brand House Direct
Lee S.Brand House Direct

Hi Hayley, can you please advise your order number? I would like to look into this asap for you.

Hayley
Hayley

Hi Lee,
Thank you. Order number 274215

Brand House Direct
Lee S.Brand House Direct
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Bad service

published

Was sent a different size pair of shoes to what I ordered. They ignored my emails and refuse to respond. Waste of money. Definitely don't recommend buying from this store. Customer service is non existent.

Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
3 comments
Brand House Direct
Lee S.Brand House Direct

Hi Josh, can you advise your order number so I can look into this for you? I would like the opportunity to try and help rectify this matter.

Josh N.
Josh N.

03-03792-97373

Brand House Direct
Lee S.Brand House Direct

Hi our order numbers are shorter than this. Please check and advise?

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Lucy Geijskes

Lucy GeijskesFar North Queensland, QLD

  • 3 reviews
  • Verified

Awful customer service

published

Sent the wrong sizded shoes. When they sent the correct size they were a different colour. They refused to take them back and refund me, only offering a credit. Horrible to deal with. Very poor customer service. Never again.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
5 comments
Brand House Direct
Lee S.Brand House Direct

Hi can you please advise your order number as I would like to look into your case history and have this rectified ASAP for you as we do value your business and would like to offer you a better deal on a future purchase.

Lucy Geijskes
Lucy Geijskes
Brand House Direct
Lee S.Brand House Direct
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Kevin

KevinGreater Melbourne (Metropolitan), VIC

Return Policy is Bogus

published

Better hope you don't have to return anything. they don't cover return postage and once I returned there was no word from them. After constant following up, they made me jump through hoops and still ignored my request for the refund pretending it wasn't received even though I proved delivery. Disgusting company DO NOT DEAL WITH THEM.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
3 comments
Brand House Direct
Lee C.Brand House Direct
Kevin
Kevin
Brand House Direct
Lee C.Brand House Direct
Similar opinion? Write a review on ProductReview.com.au!
Red Robin

Red RobinSouth East Queensland, QLD

  • 2 reviews

Terrible service, have returned my item and now i can't get my money back.

published

I bought some slippers from Brand House Direct, they were not the correct size, I returned them at my own expense and asked for a larger pair, when they arrived they were correct length but too wide. I had purchased these slippers before on line and they were a good quality and I'm still wearing them three years later. The pair I have received now are cheap Chinese copies. I returned them again and asked for my money back and they have given me a credit note saying I can't get my money back. When I bought these slippers there was a pop up sign saying money back if not satisfied. Now how am I going to prove that!

Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
1 comment
Brand House Direct
Lee C.Brand House Direct
Similar opinion? Write a review on ProductReview.com.au!
Mez

MezBrisbane

  • 6 reviews
  • 7 likes

Awful customer service

published

Don’t expect to receive a response via email. Customer service on the phone too is just useless. Couldn’t get refund on postage paid to return incorrect received product that wasn’t as advertised.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
1 comment
Brand House Direct
Lee C.Brand House Direct

Please email us your details to support@brandhousedirect.com.au
I would like to look into your case history and have this rectified for you as a priority.

Similar opinion? Write a review on ProductReview.com.au!
Habens-Brown

Habens-BrownFar North Queensland, QLD

  • 7 reviews
  • 6 likes
  • Verified

Complete scammers! Do not buy from these con artists - non-existent customer service.

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
Similar opinion? Write a review on ProductReview.com.au!
Footwear Shops & Brands

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Ana

AnaGreater Melbourne (Inner), VIC

  • 2 reviews
  • 3 likes

PayPal assisted scam.

published

- they sell factory rejects
- you will get no refund for your faulty item
- they expect you to pay for the return (even if the item was faulty)
- PayPal won't help you too (in my case I sent them 5 emails with complaints and I had no reply)

Don't waste your money, time and nerves. It's a PayPal assisted scam.

October 1st 2019 Update: They sell factory rejects

Stay away from this company - they sell factory rejects for "discounted" price. When you get your defected shoes, they will tell you that you have to pay for the return yourself (which is against the law), but they don't care, because you won't be going to ACCC or the court, as it's time consuming and expensive.

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Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
4 comments
Brand House Direct
Lee S.Brand House Direct
Ana
Ana
Brand House Direct
Lee S.Brand House Direct

Hi Ana, would you like to return the shoes?

Similar opinion? Write a review on ProductReview.com.au!
Ryan h

Ryan h

  • 6 reviews
  • 13 likes

Send you the wrong item then blame it on you

published

They send me the wrong pair of shoes, it was not as pictured and they blamed it on me. i sent them back more than amonth ago yet to get a refund. would not use them again

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceNot as advertised
Similar opinion? Write a review on ProductReview.com.au!
See all Brand House Direct reviews

Questions & Answers

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
Glenys Jacobs

Glenys Jacobsasked

I returned my shoes over 4 weeks ago,time even in these current circunstacei have sent msgs to customer service without reply
The only communication has been to write a review
Very unhappy and want my money or this will be esculated

2 answers
Brand House Direct
Lee S.Brand House Direct

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

Kanimbla
Kanimbla

Scam procedures

See all Brand House Direct questions

Get an answer from our members and Brand House Direct representatives

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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