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Brand House Direct

Brand House Direct (page 2 of 5)

4.0 from 1,916 reviews · View Statistics

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Pamela

PamelaTrafalgar

  • 2 reviews
  • Verified

Easy exchange

published

I bought shoes which were incorrect size and needed to return the product. The exchange process was simple and fast and I received replacement pair very quickly. Extremely pleased with the service and product.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
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Review collected in partnership with Brand House Direct

Paula Petersen

Paula PetersenGreater Melbourne (Metropolitan), VIC

  • Verified

Great service

published

Had to return a pair of sandals because they were too narrow - received a text after they received my return asking if they could suggest sandals with a wider fit - gave me more options to look at
Great service

Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Paula Hernandez

Paula HernandezGreater Melbourne (Metropolitan), VIC

  • Verified

great service

published

good service and great selection of shoes
Easy to navigate store online and I was very happy with quality and service
would recommend to others wanting to purchase especially when shops have been closed.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

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Eva

Eva

  • 2 reviews
  • 1 like
  • Verified

Great service

published

Product was too small, sent it back and received the same style but one size bigger within a week no issues. Fast delivery, great service
Product is good quality. Thank you

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Karina

KarinaSouth East Queensland, QLD

  • 3 reviews
  • 5 likes
  • Verified

Great service and prices IF you don't need to exchange

published

The company offers free exchanges if you purchase via PayPal - so you pay the postage and then PayPal are meant to refund it. So I went ahead and ordered shoes but needed a larger size. I sent them back at the cost of over $17, expecting to get that postage refunded. But PayPal won't refund my postage because my PayPal account is a business account. And BrandHouse have not replied to my email about this. So you won't get your return postage refunded if your PayPal account is a business one.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Great Aussie Company, Had An Issue Initially But They Took Care Of It!

published

Initially had some issues with my order from Brand House Direct and wrote a much less flattering review. Brand House Direct's customer service reached out to me and their CEO even called me and they took care of everything for me. Great Aussie company, really doubt I'd receive service like this from any overseas company. Happy customer in the end, appreciate all your help! I've recommended you guys to a friend of mine who needs bulk workwear for his staff. Thanks again! - Azrai

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
2 comments
Brand House Direct
Lee S.Brand House Direct
Brand House Direct
Lee S.Brand House Direct

Hi Azrai, just replying to your review so you get the link to login to the site :)

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Michelle

MichelleSydney, NSW

  • 2 reviews

Great shoes, great service

published

Ordered size too small originally. Was advised to order larger size then return order and request refund. All processed with no issues. Quality, comfortable shoes. My second order through brand house direct. Refund received promptly. Very happy with this site and will recommended and use again.

Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
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absolutely appalling customer service

published

my wife ordered a pair of boots from brands house which was delivered on time, the boots did not fit and were sent back the same day. now over two weeks later we are still waiting for the refund to come through. they have been contacted a number of times and have been told, yes the refund has been done. nothing in the bank so still waiting. on top of this you pay postage to receive and the postage again to return the product. when queried was informed free return postage is only for exchanges not refunds.
they have online chat, but no one is ever there to respond, emails come back with the bare minimum of information.
so disappointed with this company, would not recommend to anyone

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi the refund has been processed, we have emailed you to confirm this.

alistair
alistair

it only took a number of phone calls and emails. was only done after a poor review here, then suddenly whoa the refund has been done. I stand by my review, your customer service is poor

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Llyiss

Llyiss

  • 2 reviews
  • 1 like

No communication AT ALL

published

I purchased a pair of boots in a size 8 (according to their chart). They were too small, but they provided a form to fill in and send back if I required an exchange. I filled this out, sent the boots back by registered post (which were received four days after sending them) and have heard absolutely nothing in three weeks. I've sent two emails and used live chat, only to be told that he would follow it up and email me ASAP. That was three days ago. How hard is it to acknowledge the receipt of boots, and email the status - ie: out of stock, etc. So incredibly frustrating. Next step is to request refund through PayPal.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
6 comments
Brand House Direct
Lee S.Brand House Direct

Hi I would be happy to help. Can you advise your order number?

Llyiss
Llyiss

341497

Brand House Direct
Lee S.Brand House Direct

Hi I will get the returns team to email you a response asap.

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Meeeeee

MeeeeeeSydney, NSW

  • 8 reviews
  • 13 likes

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

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
12 comments
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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  • Verified

Poor service

published

Purchase arrived but returned as size not suitable.They received them on 1/6/20
and asked I would like to order a replacement.We paid return registered post
and requested a refund less their original postage cost as per their policy.
After 5 emails to see if refund has been processed Not the courtesy of a reply.
Be very careful buying from these people. Order number 324147.

Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
2 comments
Brand House Direct
Lee S.Brand House Direct

Hi the refund has been issued. We have emailed you the refund notification. Have you received this email?

Kevin
Kevin

PayPal confirm you’re action

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Angela

AngelaMetropolitan Adelaide, SA

worst customer service from an online company

published

Returned 2 pairs of slippers bought, one to be exchanged and the other refunded. Tracking showed they received item over 2 weeks ago but no email or notification. After sending emails and making phone calls to track this, they had seperated items but couldnt find return slip and now won't refund me the full amount I paid for the slippers. It cost $15 postage to return the slippers and now $18 additional because they couldnt get the exchange properly organised. $32 spent and wasted. Will never recommend or order from this site again.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Angela, can you advise your order number so I can help please?

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Nick B.

Nick B.

  • 4 reviews

Customer Satisfaction Guarantee is a Joke

published

Bought a pair of shoes on their website but received no email confirmation until I called and found out that they send their correspondence into the promotion folder of Gmail. Next, I had to return the shoes immediately as they came in the wrong size. Now 2 weeks later and after multiple phone calls, I'm still waiting for my refund. I'll never buy from them again.

Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
2 comments
Brand House Direct
Lee S.Brand House Direct

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

Brand House Direct
Lee S.Brand House Direct

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

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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!
Cliffy34

Cliffy34ADELAIDE

  • 10 reviews
  • 8 likes

Waited weeks and weeks for a refund

published

Ordered slippers and they arrived promptly. The style was great, but unfortunately they were too small and were the largest in the style, so they had to be returned. Even with coronavirus, the tracking showed fairly prompt return to the company Then I waited and waited. Replied to their email and phoned. Eventually got refund about 6 weeks later.
Now I can go and buy a pair of slippers which fit.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
Similar opinion? Write a review on ProductReview.com.au!
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Scorpio

ScorpioNew South Wales

  • 7 reviews

Only one star as I can't give a ZERO

published
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
7 comments
Brand House Direct
Lee S.Brand House Direct

Hi I would like to assist please. Can you advise the tracking number for your return so I can follow up with the returns team for you?

Scorpio
Scorpio

Thanks, the number is R230287022927621. I would have thought you had received the item as you said I was in the queue for a refund.

Brand House Direct
Lee S.Brand House Direct
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.

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AmmuB

AmmuBSouth East Queensland, QLD

Terrible experience

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
23 comments
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
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
4 comments
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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Teresa

Teresa

  • 2 reviews
  • Verified

Horrible fit

published

I am always a size nine in sketchers
I have lots of different pairs of sketches and they are fantastic
These shoes fit horribly
Too tight and uncomfortable and not long enough

Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Teresa, I am sorry to hear that. If they are brand new in the shoebox, you are welcome to return them for a refund or exchange. We are always happy to help.

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

Review collected in partnership with Brand House Direct

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

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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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