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Brand House Direct
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- Verified customer
Good service, but had to send them back for a different size and shoe. Waiting on the new ones to arrive.
Very satisfied with the service. Unfortunately the shoes didn’t fit. Have sent them back for different shoes in another size.
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TerryPeel, WA
- 2 reviews
- Verified customer
Excellent service
Excellent value and any problem with my purchase was send back for free though PayPal which the staff member informed me.
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The reviewer stated that an incentive was offered for this review
- Verified customer
Won't buy from them again.
Purchased a pair of Skechers thongs, the tops were far too loose so returned them with photos, eventually I did get a refund excluding the postage to & from NZ so definitely won't purchase from them again, they sell seconds as this was not the 1st time I had encountered this problem.
2 comments
293361
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ElsieMetropolitan Adelaide, SA
- 3 reviews
- Verified customer
Mostly okay
Ordering and postage processes were pretty good. I ordered two pairs of size 10 shoes, one were a pair of Skechers, which I ordered in the size I already have. The Orcade Sport brand size 10 fitted perfectly, the Skechers size 10 was too big, like so big they’d fall off each step, despite already owning a size 10 in that brand which fits very nicely. I returned the Skechers size 10 and ordered a size 9, having read online that my postage costs would be refunded. As I was reordering, I changed colour choice as well, asking for black instead of b...Read more
lue. Black was not available, not in any similar styles either, so I opted to stay with the blue in size 9. The new size 9 order arrived in due course, and is okay, my L foot it fits perfectly, but my R foot being a smidgen larger, well, I can only wear the shoes for a short time as my R toe really hurts, and I now have a permanently bruised toe nail. I cannot figure out why the sizes would have such a discrepancy within the same brand? I also was not refunded my postage costs. Apart from that, my size 10 sketchers (which I bought in store), and my L foot in the size 9 Sketchers, are very very comfy, very light, and a pleasure to wear. My R big toe is is yet to enjoy the full comfort! The Orcade Sport shoes are nice, not as comfy as the Skechers, but true to size.Similar opinion? Write a review on ProductReview.com.au!
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Returned 2 pairs of sandals day after I received them. STILL NO REFUND
Delivery was timely. Quality of sandals poor. Returned the 2 pairs straight away. I keep asking for a refund but they keep pushing to give me a replacement. I WANT A REFUND and this company does not want to refund money to their customers after the goods have been returned to them.
9 comments
Lee S.Brand House Direct
Hi Connie, can you advise your order number so I can assist please? If this is your 1st return and the shoes are returned within 30 days of purchase day in unworn, original condition in the shoeboxes,... Read more
a refund should have been organised. I want to check if there is some kind of miscommunication and perhaps the refund has been processed already.Order #3704540 to Consuelo Santos (Connie). Received on Thursday 30/9. Tried them on in my house and put them back in boxes. Sent back Tuesday 6/10. Sandals were unworn in boxes at dispatch. You recei... Read more
ved them on 9/10, tracking no R238991036038176. I would like a refund as already indicated several times to your employees. Refund minus $18 shipping cost was received on 26/10.Lee S.Brand House Direct
Hi Connie, I can see the refund has been processed already for the return.
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Robyn CollessCanberra 2600, ACT
- Verified customer
Even though I paid for my order, it didn't guarantee there was stock, when order processed.
Now that I have cleared my credit, which was initially caused because my paid for order couldn't be fulfilled by this company, I will not deal with this company again!!!
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J costelloMetropolitan Adelaide, SA
- 8 reviews
- 7 likes
Not Happy
Bought scholl x trainer womans shoes size 10 I received the shoes and since i already owned the exact same pair put the new ones side by side with old ones I noticed the new ones were long and straight. Box said size 10W. I also noticed the bottom side and underneath of sole was completely different from picture. I went to Terry White Chemist where I live as they sell theses shoes and showed them they informed me that the shoes I received were definately mens shoes and showed me their mens shoe they were the same the womans shoe is different. ...Read more
the W stands for wide not womans both mens and womans shoes state size 10 W on box that obviously someone at Brand house direct thought it meant My annoyance is I had to pay to send the shoes back $18 which is not fir as they stuffed up and as not willing to wait even longer to get another pair I asked for a refund yet they still kept asking if they could help with another pair repeatedly told them refund which they eventually did3 comments
Lee S.Brand House Direct
Hi can you advise your order number so I can help?
355407
I see Brand house direct asked for my order no 3 days ago but yet they have done nothing so why ask for my order no unless your compensating me on return postage cost that I paid they have not emailed me at all
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CandezaSydney, NSW
- 2 reviews
- Verified customer
They do not answer the phone or refund
I purchased a pair of shoes which did not fit sent it back tracked a 2 weeks ago and have not calling every day but no one answers or responds to emails just want to get a refund or exchange very bad customer service
3 comments
Lee S.Brand House Direct
Hi Candeza, I am sorry to hear that. Which number are you calling? We are available on 1300735786 mon-fri 10-5 AEST. Can you advise your order number so I can help?
Yes that is the number I have been calling no one answers my order number is 299224 my tracking advised you received my shoes I sent back 2 weeks ago.
I have heard back via email and look forward to receiving my exchange thank you Candice
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Janice DSouth Australia
Don't trust them
I hate writing negative reviews and try to avoid them at all costs. But in this case my attempts top resolve an issue in which these people were at fault have been met with contempt. The sizing on the website was very different to the shoes that I was sent (the shoes were way too big) and the staff, when I finally obtained communication with them, tried to tell me that it was my problem. Twice I was told that they would refer to management and that I could apply for a refund but I would not get the postage of $12.95 returned - even though it wa...Read more
s their mistake in misrepresenting the size. A Scholl size 10 is equivalent to EU 41 which would fit me. This was published on the website. I was sent a 10 that was marked a 42 wide. It was too big. I tried to contact the staff over a 2 day period. They left me waiting on chat, asked for photos and then did not rely, and when I managed to get them on the phone said it was my fault. The listing did not say that I would be sent the W42. I thought from the listing of all Scholl shoes was, as it said on the website, that a 10 equals a 41 normal size, not a 42 wide. I was told that I could get a refund but not for the postage. This is 'only' a matter of $12.95 but it was their mistake in the listing and this is a matter of principal. Additionally the time I have spent on trying to clear this up due to their bad customer service is annoying!!! I have added pics of sizing advice from the website and the actual shoes that were sent to me. These show the sizing provided by the website, a comparison to a size 10 shoe, and the sizing on the box. They are unwearable. The issue is the website provided the wrong sizing in length and width. The customer service is terrible. I just wanted the problem to be fixed but they tried their very best to ignore my questions and complaint. I sent photos and they did not reply until I called and then they said that it was my fault? So I will have to go through PayPal to obtain a refund because they refuse to refund the shipping even though I was sent the shoes that were different from what I thought that I had purchased. I have bought many shoes from Brand House Direct but never again. Don't be fooled. I they make a mistake the customer has to pay. It is NOT worth it!23 comments
Lee S.Brand House Direct
Hi Janice, I would like to try and resolve this matter for you. Can you please email your order number and case history to support@brandhousedirect.com.au and attention the email to Lee S? We do value... Read more
your business and I would like the opportunity to rectify this for you.I sent through the information for the third time. I also received an email from one of your customer service people (Celeste) who stated that the sizes differed between styles and that I could exchan... Read more
ge them. The website provided a size chart which clearly states a 10 is equivalent to a 41. https://www.brandhousedirect.com.au/pages/dr-scholls-size-chartI have received yet another email stating that the size chart does not apply to that particular style and asking me to specify an exchange. This is beyond annoying. The shoes are too big and Australia... Read more
n consumer law states the following: You can ask for a replacement or refund if the problem with the product is major.Similar opinion? Write a review on ProductReview.com.au!
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Not happy
The size was too big and when we swapped them for a smaller size they came without innersoles just bare canvas. We were then told we couldn’t get a refund but if we cut them up and sent a photo they would give us a credit. Won’t be dealing with them again
1 comment
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist please?
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- Verified customer
Really nice shoes
Have bought several shoes over the passed year or so, have had areally good experience. The last pair I bought only this week, were definitely sized incorrectly so had to return them.
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Sunhak ChoeSydney, NSW
Never again!
This particular shoe came large fit for a EU41, it was like a EU42.5. I returned it and received a refund so, for a shoe costing 72.90, I've wasted 18.50 to return, minus the initial shipping cost 12.95 deducted, total lose, out of pocket $31.45. My advice, don't buy a shoe online unless they provide free return and a full refund.
1 comment
Lee S.Brand House Direct
Hi I am sorry to hear that the shoes didn't fit. We are always here to help. If you find a style you like, we would be more than happy to provide you with shoe measurements to assist.
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Vonny
- 6 reviews
- 2 likes
- Verified customer
Love it
Easy to find what I wanted, the products were fine but due to having fitting problems had to return the goods, but the staff have been really helpful with trying to find the right fit.
December 5th 2019 Update: Very helpful
Found what I was looking for very easily, but due to the fact I have very narrow feet and am hard to fit I needed help from the staff at brand house direct to find narrow fitting shoes. I phoned and found the staff to be patient and very helpful
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John FHunter Region, NSW
- 2 reviews
- Verified customer
Hidden Cost
Expensive postage and returns. Most online stores offer free postage if you spend a certain amount and offer free returns. Brand House does neither so if your order doesn't fit or you have to return it for another reason it is a costly exercise. I won't be ordering from Brand House again.
1 comment
Lee S.Brand House Direct
Hi John, thank you for your feedback. If you pay for your order on the website using a Paypal account, you can claim your return shipping costs to return an item to us via Paypal. If you choose to exc... Read more
hange the item you return to us, we also offer complimentary return shipping on the exchange pair if the return is received within 30 days of purchase date.Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
Not happy
Ordering was easy, delivery was quick.
Went down hill from that. Shoes sandles didn't fit, 1 order of sandle were advertised as leather and they were vinal .
If you have returned orders more then once you pay for return, and if you decide you are having no luck, with any of the shoes, they won't give you a refunded, Only another exchange, or a credit.i didn't don't to either as I had not luck 4 orders, but they still would not refund.
November 6th 2019 Update: Not happy
Hi I have had 3 orders 1st one 8 Aug though your fit order no/...Read more
c6063256207417.2 Shoes too narrow cost me $48.95+ 12.95 delivery,+ 18.00 return post. 2nd order shoes were vinal not leather as advertised shoes cost$59.95I paid difference , you payed return post.order no 272879.1 comment
Lee S.Brand House Direct
Hi Roslyn, thank you for your feedback. I am sorry to hear about that. Can you advise your order number so I can look into this for you?
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- Verified customer
Great shoes. Great brands. Great prices.
Problem when I put in size, then clicked on a shoe to review. Then I was put out on a general screen again and had to reload re size. Not happy with the returns. I thought it would be like bonds and they sent you a pre paid return envelope. So not worth taking the chance on buying some.
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peanut
- 2 reviews
- Verified customer
not as described
easy navigation very good range product poor at best shoes cut into ankle are bigger than size chart are quite heavy not well described had to have professionally reshaped by shoe maker.
1 comment
Lee S.Brand House Direct
Hi, thank you for the feedback. Can you please advise your order number so I can look into your case history? I would really like the opportunity to rectify this matter for you as we do value your bus... Read more
iness and would like to offer you a discount off your next purchase.Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
Avoid!
I wouldn’t order from here again. Their customer service is terrible if the shoes don’t fit/don’t look as they should. They’re an online shoe company so the chances of that happening are high!
BHD claim PayPal’s own returns policy as their own ‘free returns’. Then they bully you into exchanging rather than just getting a refund.
1 comment
Lee S.Brand House Direct
Hi can you please email us 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 have the opportunity to rectify this m... Read more
atter for you asap. You are welcome to return your order within 30 days of purchase date if they are returned new and unworn for a refund.Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
Poor customer service.
Yes I purchased one pair of shoes that I have been custom to wear for the past 10 years but somehow the maker has changed the pattern, then a second pair was sent after I paid the freight back and the second pair was also not fitted properly but was slipping off paid another return freight and I was refused my money back , eventually they did refund after getting the fair trading involved but I had lost 3 freight cost to the value of $47.50 ...never will purchase from this company anymore,poor customer service and careless attitude.
2 comments
Lee S.Brand House Direct
Hi can you please advise your order number as I would like to look into your case history and have this rectified ASAP for you as we do value your business.
Thank you for your reply however no Tax Invoice was kept the only thing you can rectify is the freight that wasn't refunded by your company after the Fair trading got involved.
The purchased price was refunded minors the freight cost.... Read more
My disappointing was that i had to get the help of Fair trading that to happen as the staff did not want to understand that after 2 attempts the product wasn't fitting and the cost needed to be refunded,...as up to that point i had spent 3 cost of freight charges .My experience has cost me more then $45.00 many phone calls and Email sent, with no satisfaction.Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
Not very customer friendly
The returns policy was difficult to find and not very fair. I returned shoes only to be told I had to accept a store credit and not a refund as I couldn’t get the right fit on items I tried. I spent the money on an item I didn’t really want to finish my dealings with them and I will never buy from them again.
1 comment
Lee S.Brand House Direct
Hi can you please advise your order number as I would like to look into your case history and have this rectified ASAP for you as we do value your business and would like to offer you a better deal on a future purchase.
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Questions & Answers
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
No answers
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
Joan & Gregasked
Hi, Have been told I will receive an email shortly! No contact at all received Credit Card was charged no problem tho.Starting to suspect a scam.
5 answers
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist?
#371453
Still haven't received an order confirmation on joangreg@xtra.co.nz Could I have that please?
Details
Category | Online Shops and Footwear Shops & Brands |
---|---|
Offers Free Standard Shipping | No |
Mens / Womens Clothing | Mens and Womens |
Labels Sold | Variety of Labels |
Buy Now, Pay Later Options | None |
Type of Footwear Offered | Casual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots |
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Lee S.Brand House Direct
Hi Lynette, I am sorry to hear that. Can you please advise your order number so I can help? I can assure you we don't sell seconds but I would be happy to contact Skechers Australia to see if they can assist with your faulty pair.