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Brand House Direct

Brand House Direct

4.0 from 1,909 reviews · View Statistics

Reviews

1.2

15 reviews
5
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3
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2
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Sharon Moore

Sharon MooreSouth East Queensland, QLD

Do Not Buy From This Company - The Reviews Are Lies And There Customer Support Doesn't Exist

published

The reviews against the 2 shoes i bought were lies and made up. The shoes where crap and I had to pay $16 to send the first crap shoes back - "Rockport World Tour Classic Womens Wide Fit Comfort". There like wearing cement. Absolute crap and definitely no good for nurses or anyone standing for more than 5 minutes. Then their other advertisements lied and they sent me- "Homyped Lauren Womens Comfortable Supportive Thongs" - which are faulty and your toes hang off the end. And - "Asics Womens Leather Gel-Foundation Walker 3 (Extra Wide)" - which are advertised as the wrong size. And now they want me to spend another $16 or more dollars sending them back so they can rip me off more.....

Product Quality
Incentivised ReviewNo
SizingVery small
Product AppearanceNot as advertised
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.

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 customer

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

Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

  • Verified customer

Good communication throughout. Fast shipping!

published

Some shoes were very small though even though stated as my size.. otherwise easy to navigate ..lots of items in stock

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeNo
SizingVery small
Product AppearanceNot as advertised

Review collected in partnership with Brand House Direct

bethany Glover

bethany GloverGreater Melbourne (Outer), VIC

  • 2 reviews
  • Verified customer

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.

Review collected in partnership with Brand House Direct

John

JohnGreater Melbourne (Outer), VIC

  • 7 reviews
  • 5 likes
  • Verified customer

Not a great experience

published

I was promised shipping the same or the next day when the shoes were overdue, what actually happened was I was contacted 3 weeks later to say the colour I ordered was now no longer in stock. I reluctantly ordered a colour that was in stock and rang them to see if they could expedite shipping, which they did.
Turns out the Merrells although listed as 'comfort fitting' were a narrow fit and very uncomfortable, but that's not BH's problem. Overall though, I will not shop with BH again, there are better online shoe retailers. Also I discovered Merrill was offering the same shoe at $20 less.

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

Hi John, thank you for your feedback. We do value your business and hope you can consider shopping with us in the future.

John
John
Brand House Direct
Lee S.Brand House Direct

Hi John, if you provide me with your order number, I would like to look into this matter and try my best to rectify this.

Zina

ZinaSydney, NSW

  • 3 reviews
  • 2 likes
  • Verified customer

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
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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Delilah Laritz

Delilah LaritzGreater Melbourne (Outer), VIC

  • 7 reviews
  • Verified customer

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.

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

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?

deb harvey

deb harveyMetropolitan Adelaide, SA

  • Verified customer

Never will we use them again

published

after sales service was disgraceful - makes you realise that online stores are dodging acceptable consumer obligations. have revised our views on who to trust and Brand House Direct is in the "never again" list

Shipping
Incentivised ReviewNo
SizingVery small
Product AppearanceNot as advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Deb, thank you for your feedback. Can you please email me your order number to support@brandhousedirect.com.au
I would like to look into your case history and do my best to rectify this matter for you asap. Please attention the email to Lee S.

Review collected in partnership with Brand House Direct

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?

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
Footwear Shops & Brands

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See all Brand House Direct reviews

Questions & Answers

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

Julie

Julieasked

Hi I put an order in on the 4th and have had no confirmation email,my first instalment has been paid via afterpay..can I have a confirmation email and tracking number of my parcel please..Thankyou my email is sjomeara@bigpond.com

No answers

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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