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Brand House Direct

Brand House Direct

3.9 from 2,405 reviews · View Statistics
See the Best Footwear Shops & Brands in 2022 as rated by Australians on ProductReview.com.au.
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Reviews

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Katie O.
Katie O.South East Queensland, QLD

Faulty shoes return they tell me i have to pay for postage...... IT WONT BE HAPPENING

published

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

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi thank you for your feedback. We are sorry to hear that the items did not fit you, you are welcome to return them to us for a refund or exchange. We are also happy to recommend some similar styles that are available in a larger size.

Katie O.
Katie O.
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Zsuzsi M.
Zsuzsi M.Perth, WA
  • 2 reviews
  • 1 like

Terrible return process

published

#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 Quality
5/5
Shipping
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi I will follow up with the returns team and will get back to you. Thank you for your patience.

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Altise
AltisePerth, WA
  • 3 reviews
  • 3 likes

shoe order

published

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

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise your order number so I can look into this please?

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Marianne C.
Marianne C.Hunter Region, NSW
  • 2 reviews
  • 1 like

trying to return sandals

published
Product Quality
4/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
Marianne C.
Marianne C.

sorry but you are wrong I just checked my emails and have nothing my email adress is shoes@marianne.id.au. the returns form with my package I received was accidently thrown in the bin on garbage bin night sorry

Brand House Direct
Lee S.Brand House DirectSend a private message

The returns team will contact you once the return is received and processed.

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Stressed
StressedSeaford Rise

Never again

published

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.

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi I would be more than happy to help you. Can you advise the tracking number for the return?

Stressed
Stressed

Tracking number R538425007185199006120604

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi the returns team are processing your return today. They will send you an email notification. Apologies for the delay, as it is the busy Xmas period, the return was just in queue for processing so we thank you for your patience.

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Lola
LolaSydney, NSW
  • 13 reviews
  • 19 likes

Only purchase if you have time to waste, especially if you have to return items.

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Lola, can you advise your order number so I can look into this?

Lola
Lola
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Lola, can you advise your order number? I would like the opportunity to address your concerns and see if I can help.

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Yeah
YeahMid North Coast, NSW
  • 2 reviews
  • 2 likes
  • Verified

0 ☆ if I could!

published
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi I am sorry to hear that. I am happy to help. Can you advise the tracking number for your return so we can see if we have received it please?

Yeah
Yeah

You have received it, and lost it! I've called 4 times now and no further than I was with the first call. R248030036816091006120905

Brand House Direct
Lee S.Brand House DirectSend a private message

I will speak to the returns team and will ask them for an update. Thank you for your patience, I hope to rectify this asap.

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Erin
Erin
  • 2 reviews
  • 6 likes
  • Verified

Customer service is terrible

published
Product Quality
4/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Erin, I would like the opportunity to rectify this matter. Can you advise your order number so I can help please?

Erin
Erin

Hi Lee, I’ve chatted to you before and you just told me to call the call centre. They were of no help.

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Erin, I would like the opportunity to rectify this matter. Can you advise your order number so I can help please? I need to look into this matter and I need the order number to do so.

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Review collected in partnership with Brand House Direct

  • Verified

Outstanding quality and service! Highly recommended. A++++++

published

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

Product Quality
5/5
Shipping
5/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

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  • Verified

Love the shoes I got but I got the wrong size so have sent back and are waiting for them to be delivered.

published

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.

Shipping
5/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
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Review collected in partnership with Brand House Direct

  • Verified

Great service

published

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!

Product Quality
5/5
Shipping
5/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Mel W.
Mel W.Metropolitan Adelaide, SA
  • 4 reviews
  • 1 like
  • Verified

Quality products and service.

published

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.

Product Quality
5/5
Shipping
5/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
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Review collected in partnership with Brand House Direct

Footwear Shops & Brands

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  • Verified

Men’s archline slipoers

published

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

Product Quality
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Christine, can you advise your order number so I can check the status of your return please? I would like the opportunity to help and rectify this matter.

Christine Stewart
Christine Stewart

Order number 430939
Archline Men’s Slip on comfortable orthotic Slippers
Return delivered 21/7/21..15days ago & still no email of replacement being sent

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi, can you advise the tracking number for the return?

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Review collected in partnership with Brand House Direct

  • Verified

Worst customer service

published

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

Product Quality
5/5
Shipping
3/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you please advise your order number so I can assist please? A store credit gets emailed to you so I can resend it to you if you haven't received it.

Jac
Jac

Orders / #433257

Brand House Direct
Lee S.Brand House DirectSend a private message
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Review collected in partnership with Brand House Direct

Pam S.
Pam S.
  • 2 reviews
  • Verified

Happy customer

published

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

Product Quality
4/5
Shipping
5/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

Page 1 of 5

Questions & Answers

John P
John Pasked

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.

3 answers
Gozzy
Gozzy

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!

John P
John P

I've sent an email and I will continue to harass them until I get a response. Thank for your response

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi the order will be shipped this week, we will email you the tracking details once dispatched.

Christine S.
Christine S.asked

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:
Order #
Order confirmation
Tracking #
Please advise.

1 answer
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi please email the full name the order was placed under to support@brandhousedirect.com.au so we can look into this for you.

Nonny 57
Nonny 57asked

Why am I not receiving my “ store credit” access code?

4 answers
Nonny 57
Nonny 57
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise the order number?

Nonny 57
Nonny 57
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Details

CategoryOnline Shops and Footwear Shops & Brands
Offers Free Standard Shipping No
Mens / Womens ClothingMens and Womens
Labels Sold Variety of Labels
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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