Brand House Direct

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

#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.

The most terrible customer service ever, took 3 weeks to post my order.
will never order from them again their loss!

I have had no problems in the past from this company because I liked what I brought, not this time though, wanted to exchange sandals for a different type because these ones were not suitable. I have been emailing the company on several occasions without one reply to my emails, I then emailed them directly from their website instead twice so far, plus I phoned them twice allready and was told they would email me instructions on where to return my sandals to but as of today 17/2/2022 nothing, no response so far I have the sandals all ready to b...

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.

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...

Ordered shoes that I needed to return. Tracking says they received them on the 19th Nov. I waited 2 weeks to get my refund before calling. THEY LOST THE RETURN! It didn't get put through their system so they have no record of it arriving! Luckily I have a photo of the return (PayPal return postage refund) and the tracking.

I have tried to use customer service to get it sorted and promised a phone call or email return but no one ever actually does. Requested a call back from a manager, no manager calls.

Customer service is a 0! If you order,...

Have purchased with them in the past with no problems but this time I needed to return an item. They were downright rude on the phone but sent it back anyway for a size 10. I got an email saying a size 9 will be sent so I rang to make sure a size 10 would be the replacement. I was told that was fine. I contacted them again when another email come confirming my order as a size 9 and was told that because it was a return the system sometimes doesn’t update and that a 10 would definitely come. 4 weeks later a size 9 came. Contacted them again and ...

Outstanding quality and service! Highly recommended. A++++++++
Had to exchange item as I purchased the incorrect size. Seamless process! Will definitely shop here again!

It was easy to find what I wanted.
A good range of shoes to choose from.
I am very happy with the quality of the shoes and I look forward to getting the right size.

I'm very happy with the delivery, the way the shoes arrived and the ease of returning the shoes and receiving my refund. A great service - thank you!

I have bought multiple items from Brand House Direct, sneakers and the comfiest leather boots. I have ever worn. The service is fantastic - goods received quickly, and when I had to exchange size, the process was easy and replacement arrived just as promptly. I recommend you try them out. Quality shoes and service.

Very disappointed with the service ..slippers wrong size returned & received by Brand House Direct over 2 weeks ago.
Have phoned, waste of time still no email to say new size has been sent.
Poor service, wouldn’t recommend

Not very responsive at all, didn’t when I was getting my store credit. Had to send over a weeks worth of emails

Easy to navigate website with good range to choose from. Very happy with the service and delivery was actioned immediately after puchase.