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Brand House Direct

Brand House Direct

4.0 from 1,908 reviews · View Statistics

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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

Will not shop from here again

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

Review collected in partnership with Brand House Direct

Bellazeus

BellazeusAustralia

  • 12 reviews
  • 2 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
Incentivised ReviewNo
SizingVery small
Product AppearanceAs advertised
10 comments
Brand House Direct
Lee S.Brand House Direct

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 Direct

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.

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.

PBD

PBDSydney, NSW

  • 2 reviews
  • 5 likes

Worse Shopping Experience

published

I ordered 2 pair of boots in my normal size and they were too small so I contacted customer service. They said to get a full size up. Then the second lot of boots arrived and were too big! $86 out of pocket in shipping to return 2 different boot orders and then get charged for the shipping of incorrect sizing! Still waiting for my refund and the items have been back at this company for 10 days! Every time I ring I am told that it will be done and I will get an email notification of my refund. I ask to speak to a manager and they are never available. This is the worst online shopping experience I have ever had and I will never shop with this company again. AVOID THIS COMPANY!

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

Hi you are more than welcome to return the boots that are too big. We are more than happy to help.

PBD
PBD
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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
Shipping
Incentivised ReviewNo
SizingVery small
Product AppearanceAs advertised
3 comments
Brand House Direct
Lee S.Brand House Direct

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 Direct

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

Meeeeee

MeeeeeeSydney, NSW

  • 7 reviews
  • 13 likes

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

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

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.

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
Shipping
Incentivised ReviewNo
Return Claim MadeNo
SizingVery small
Product AppearanceAs advertised
4 comments
Brand House Direct
Lee S.Brand House Direct

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 Direct

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.

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.

AmmuB

AmmuBSouth East Queensland, QLD

Terrible experience

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

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 Direct

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 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?

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

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

Page 1 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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