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Brand House Direct

Brand House Direct

3.9 from 2,374 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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Zsuzsi M.
Zsuzsi M.Perth, WA

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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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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Watto
WattoSouth-Eastern Region, NSW
  • 2 reviews
  • Verified

Good Service

published

Very helpful fast and good response, was emailed to have an exchange item sent out, claim has now been finished

Incentivised Review No
Sizing Very small
Product Appearance As advertised
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Review collected in partnership with Brand House Direct

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Bellazeus
BellazeusAustralia
  • 12 reviews
  • 4 likes

Save your money and shop elsewhere

published

Told me they had a pair of shoes in stock, then after I purchased they were no longer available. They said they emailed me, but I never received it. The one pair they sent me was obviously misprinted and were a much smaller size than the label said. Apparently this is my fault and they want me to pay return shipping. The whole experience has been painful and if I could give them 0 stars, I would. Still waiting on a successful resolution to my issues.

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

Hi thank you for your feedback. I am sorry to hear that. Can you advise your order number so I can assist?

Bellazeus
Bellazeus

Sure, #375085. I am still waiting to hear back from the manager who was meant to call me back before closing time. Guess you're only quick to reply to public reviews.

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

Hi I can see management have sent you a reply via email. We will resend this to you again. We hope to resolve this matter for you asap.

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  • Verified

Prefect shoes great colour and so comfy

published

Great leather shoes comfy great colours.quick delivery.Bought all my shoes from brand.So quick return a few pairs no problem with exchanges.Wont buy anywhere else.This company is so great and great range

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

Nothappyjan
NothappyjanSydney, NSW

Avoid this company at all costs

published

Our order took almost a month to arrive despite calling them on several occasions And only came when we said we were cancelling. Boots didn't fit and now waiting for 6 weeks for a refund and again no response to our complaints.

Product Quality
2/5
Shipping
1/5
Incentivised Review No
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi I will need to check if we have received your return back. Can you advise your order number so I can help please?

Nothappyjan
Nothappyjan

Order number 339045

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

Hi we have sent you several emails about your return. The refund for the boots has been processed.

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Meeeeee
MeeeeeeSydney, NSW
  • 9 reviews
  • 14 likes

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

published
Product Quality
3/5
Shipping
3/5
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 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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Terrible service

published

Ordered a pair of slippers, size was too small. Paid postage to have them returned. Waited 4 weeks for another similar pair to arrive, which I was not able to wear with the arch support. Called them and was advised I would have to pay to ship them back again and also pay for them to be shipped back. I asked if I could bring them in and pick up a new pair from their warehouse, but was advised no. So basically my $60 slippers will now be costing close to $100. Will never trade with this company again. Also after reading so many poor reviews, I'm most surprised how they have remained in business and disappointed I did not see these prior to ordering.

Product Quality
2/5
Shipping
4/5
Incentivised Review No
Return Claim MadeNo
Sizing Very small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

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

Jacquie
Jacquie

Hi Lee, my order numbers are 534122 and 333860. Thank you

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

Hi Jacquie, you are more than welcome to return the slippers. Please complete the returns form inside your parcel and post the item back to us. We will contact you once received.

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AmmuB
AmmuBSouth East Queensland, QLD
  • 3 reviews
  • 3 likes

Terrible experience

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 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 DirectSend a private message

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
4/5
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
Oliver
Oliver

sure, its 301714

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

Hi we sent you an email regarding your return. Have you received this email?

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Linda Martin
Linda MartinMid North Coast, NSW
  • 2 reviews
  • Verified

4 months- still no shoes

published

Bought shoes- wrong size, so returned. Strange that they were a half size larger than I normally take! Many phone calls & emails to order another pair. Original order 4Th August. 6th December-still no shoes!

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

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Review collected in partnership with Brand House Direct

Footwear Shops & Brands

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Nononsense
Nononsense
  • 2 reviews
  • Verified

Horrible experience with this store

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

Hi I am sorry to hear that. Can you please email your order number to support@brandhousedirect.com.au and attention it to LEE S. I would like to try and rectify this and offer a discount off a future purchase.

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Review collected in partnership with Brand House Direct

LoraineW
LoraineWSouth East Queensland, QLD
  • 6 reviews
  • 2 likes
  • Verified

Not a site I would visit again.

published

I selected two pairs of shoes from this site - a sports shoe and a casual sandal. Despite being thorough about checking my shoe size, when the sandals arrived they did not fit. I selected another pair in my correct size and returned the ones that were too small. When these arrived, they too did not fit me. It took some time to get a response from them with regard to this issue, asking for advice and recommendations. I asked for a refund but was told this was not possible on a second exchange. I have decided to return to shopping in-store for my footwear as this is a more reliable and successful way to purchase shoes in my size (Australia size 11).

Product Quality
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
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Review collected in partnership with Brand House Direct

Caroline Mowat
Caroline MowatMetropolitan Adelaide, SA
  • Verified

Frustrating

published

Having given style info / shoe size and a physical drawn outline of my foot to ensure correct products were chosen I received poor fitting shoes and wasted endless time
Unhappy costumer

Product Quality
2/5
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 Caroline, I am sorry to hear that. Can you please email your order number to support@brandhousedirect.com.au and attention the email to Lee S. I would like to look into your case history and try and help.

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Review collected in partnership with Brand House Direct

Questions & Answers

Angelique Scarpias
Angelique Scarpiasasked

I purchased boots and they arrived damaged and unwearable. All my attempts to contact you and get a response has failed. Will you honour a full refund including postage as you supplied damaged goods? You should provide the consumer what they paid for, and take responsibility when there is an error at your end.

1 answer
Stacey06
Stacey06asked

I am still waiting for an email confirming despatch of my order. The 1300 nunmber you provide just rings out constantly. I plaed my order 9 days ago, you took the money and confirmed and I am still awaiting information on despatch.

Nothing even about delays.

This is oor service and makes me suspicious that this is not a legitimtate business.

Order number is 506843

No answers
Joanne C.
Joanne C.asked

I have just placed order after reading these re If we I am very concerned. Can you reassure that you have the packing and shipping in order.

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

Hi we will email you the tracking details once the order is shipped.

Joanne C.
Joanne C.

Reading all these reviews and after 48hours no confirmation or tracking order email I feel this company maybe a scam. You certainly did reassure me with your response.

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

Hi I can assure you will receive your tracking details this week.

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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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