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Brand House Direct

Brand House Direct (page 2 of 2)

4.0 from 1,908 reviews · View Statistics

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Oliver

OliverMid North Coast, NSW

  • Verified customer

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?

Callie

Callie

  • 2 reviews

Did not send and exchange my items

published

The product was delivered fast but when the sizing was incorrect, I had paid for return postage to return the unused items and request for a size bigger to be sent to me. Ive never heard from them despite sending them several emails! The tracking shows that they had already received my items a while ago. Will escalate further to NSW FAIR WORK office if they choose not to send me my shoes.

Incentivised ReviewNo
SizingVery small
2 comments
Brand House Direct
Lee S.Brand House Direct

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

Callie
Callie

#302298 and postal tracking indicated you have received my returned item 9 says ago.

Teresa

Teresa

  • 2 reviews
  • Verified customer

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.

Review collected in partnership with Brand House Direct

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Amanda

AmandaSouth East Queensland, QLD

  • 6 reviews
  • 1 like
  • Verified customer

Normally quick and easy.

published

I waited nearly 2 weeks for my shoes with no reply to my email asking what the hold-up was. I assumed Christmas Holidays as the reason for delay and lack of response? Normally they're great - quick and easy.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeNo
SizingVery small
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

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
Linda Martin

Linda MartinMid North Coast, NSW

  • Verified customer

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 ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

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

Review collected in partnership with 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?

Not happy

Not happySouth East Queensland, QLD

  • Verified customer

Beware of shipping costs on returns

published
Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
5 comments
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that. Can you email your order number to support@brandhousedirect.com.au and attention the email to Lee S so I can look into this for you please?

Not happy
Not happy

Hi Lee. My order number is 273569. I have already sent numerous emails in an attempt to fairly resolve this issue and have been told the cost of my shoes would be refunded but not the initial postage nor the return postage.

Brand House Direct
Lee S.Brand House Direct

I haven't dealt with you before so please email me your details so I can try to help.

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Nononsense

Nononsense

  • 2 reviews
  • Verified customer

Horrible experience with this store

published
Shipping
Incentivised ReviewNo
Return Claim MadeNo
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

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.

Review collected in partnership with Brand House Direct

LoraineW

LoraineWSouth East Queensland, QLD

  • 6 reviews
  • 1 like
  • Verified customer

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

Review collected in partnership with Brand House Direct

Caroline Mowat

Caroline MowatMetropolitan Adelaide, SA

  • Verified customer

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
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

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.

Review collected in partnership with Brand House Direct

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

  • Verified customer

Good service,

published

Good prices, and a good service. It is always chancy buying shoes online as it can be difficult getting a good fit, however they made the process as painless as possible. I had to return the first pair of boots, and order another style, this was no problem, and the new style arrived reasonably quickly Thank you

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

Hi Wendy, thank you for the feedback. Enjoy your shoes :)

Review collected in partnership with Brand House Direct

  • Verified customer

Ok experience - good customer service, but returns process could be better.

published
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

We always value feedback on suggestions on how to improve so we will definitely take your feedback on board, thank you.

Review collected in partnership with Brand House Direct

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VERY UNHAPPY

VERY UNHAPPY

  • 2 reviews
  • 3 likes

WONT REFUND

published

Because you can’t go to their warehouse to try something on, you buy something and then find the size isn’t right. You return it for an exchange of size, and then when you get that if you find it’s still not suitable, and return it, they say you’ve returned two pairs even though you’ve only returned one (other was size swap) and WONT REFUND - these were $100 - not a small purchase and cost me $30 to return with signature. So I’m in the hole $130.
This is unethical and I’ll never shop there again.

Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee C.Brand House Direct

Hi, thank you for taking the time to provide your feedback. Please contact us at support@brandhousedirect.com.au with your order number so I can look into this matter for you and hopefully I can have this rectified for you.

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?

Amber

AmberSouth East Queensland, QLD

Asics work shoes

published

Everything is OK right now. I got a smaller size than I ordered, but I found a very helpful person on their Chat line. Celest from brandhouse was a great help to me to solve the issue. So I am going to send them back the shoes, and they will give me a bigger size in exchange of the same brand and model.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery small
Product AppearanceAs advertised
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
Judy

JudyGreater Melbourne (Inner), VIC

  • 2 reviews
  • 2 likes

Terrible shopping experience, never ever recommend to friends!

published

I had bought a pair of school shoes for my daughter, first time they sent the wrong size(too big) , second time sent totally wrong pair! Poor service! Don't recommend to friends.

Product Quality
Incentivised ReviewNo
Return Claim MadeNo
SizingVery small
Product AppearanceAs advertised
Page 2 of 2
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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