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Brand House Direct

Brand House Direct

4.1 from 2,251 reviews · View Statistics
See the Best Footwear Shops & Brands in 2021 as rated by Australians on ProductReview.com.au.
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Reviews

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Ian
IanSydney, NSW

Terrible delivery service.

published

Ordered shoes, waited 6 days heard nothing, rang , they then dispatched shoes that day. The shoes were returned ($18) AusPost took 4 days to get there but no response 6 business days after they had received them. Rang and was told it would be 4-8 business days before dispatch, when they had already had the shoes 6 days.
I have been buying my wide style shoes from the U.K , similar price received 5-7 days. As a new customer, not impressed at all.

Product Quality
5/5
Shipping
1/5
Incentivised Review No
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct
Ian
Ian
Brand House Direct
Lee S.Brand House Direct
Noeleen W.
Noeleen W.Wide Bay-Burnett, QLD
  • 2 reviews
  • Verified

Unsatisfied

published

Was sent odd shoes, when contacted they said take to shoe maker....first and last time I'll ever buy from them.

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Product Quality
2/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Brand House Direct
Lee S.Brand House Direct

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

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Review collected in partnership with Brand House Direct

Les.
Les.Sydney, NSW
  • 3 reviews
  • Verified

Great shoes, dreadful after sales service.

published

Returned shoes for exchange, waited a few weeks, rang them and was told order was being processed and would receive within 2 to 3 days, never arrived, rang again, and was told I had not specified what a wanted for exchange, even though I filled in the exchange form they supplied, after dreadful service decided for a refund. Will not use again.

Product Quality
4/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi Les, I would like to have this rectified urgently for you. What is your order number so I can have an exchange pair sent to you asap?

Les.
Les.

Order number 390450 08/12/20

Brand House Direct
Lee S.Brand House Direct

Ok thank you. I can see the refund has been issued. Would you like me to help you find a more suitable size and/or style? I would like to look after you with personalised service to ensure you have the best shopping experience possible.

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Review collected in partnership with Brand House Direct

Glenys Foote
Glenys FooteGreater Melbourne (Inner), VIC
  • 2 reviews
  • Verified

Poor return policy

published

Needed to return shoes due to fault. Told to cut them up before I got credit
No mention of my money back, or replacement of faulty shoes foe new !!!
Not impressed

Product Quality
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Brand House Direct
Lee S.Brand House Direct

Hi thank you for your feedback. We do value your business and I would like to address this matter. Can you advise your order number so I can look into this?

Glenys Foote
Glenys Foote

I’m sorry but I haven’t kept any of that information. I purchased from you somewhere back in April /May I think

Brand House Direct
Lee S.Brand House Direct

Hi Glenys, if you can find the information, I would be happy to try and help. You may be able to find the confirmation order in your inbox of your email.

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Review collected in partnership with Brand House Direct

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Andrew
AndrewMetropolitan Adelaide, SA
  • 2 reviews
  • 1 like
  • Verified

Terrible communication

published

The initial goods did not fit and we needed to return for a size up. This aspect of the service was difficult. Communication was poor from Brand House.
The courier used was terrible, there was no notification of return delivery either by brand-house or the Currier. Only after a number of weeks did we investigate to find that the goods had been shipped and should have been picked up from the depot but had been sent back to Melb. Again no notification of this happening. We had to chase it up. Eventually, the goods were resent and arrived months after the initial purchase date.

Product Quality
5/5
Shipping
4/5
Incentivised Review No
Return Claim MadeNo
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Andrew, I am so sorry to hear that. We do value your business and would be happy to send any of your future orders via Australia Post if that is preferred.

Andrew
Andrew

Thank you

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Review collected in partnership with Brand House Direct

Jill Hillard
Jill HillardMetropolitan Adelaide, SA
  • Verified

No reply to email sent

published

I sent an email re return of one pair of sandals and have had no response : approx 3 weeks now. Happy previously but have never had to return before. Should answer emails!

Product Quality
4/5
Shipping
4/5
Return Claim MadeYes
Sizing Slightly small
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Jill, can you advise your order number so I can look into this for you as a priority please?

Jill Hillard
Jill Hillard

292910. Sent another email, no reply. Returned goods... no refund?

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Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

  • Verified

Ok product but company provides poor communication.

published

I recently purchased a pair of black boots following the size guideline, knowing my size well, however the shoe was too small.
At my own expense I returned them for an exchange. Emailed the company to ask when that was going to happen given I could see the shoes had arrived safely back with the company.
I did not get a response! I have had to return them again at my expense. I know they have been returned safely - but have not heard anything from the company. Disappointed with the lack of communication.

Product Quality
4/5
Shipping
2/5
Incentivised Review No
Sizing Slightly small
Product Appearance As advertised
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 so we can assist? Please attention the email to Lee S.

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Review collected in partnership with Brand House Direct

Mez
MezBrisbane
  • 6 reviews
  • 7 likes

Awful customer service

published

Don’t expect to receive a response via email. Customer service on the phone too is just useless. Couldn’t get refund on postage paid to return incorrect received product that wasn’t as advertised.

Product Quality
4/5
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
Product Appearance Not as advertised
Brand House Direct
Lee C.Brand House Direct

Please email us your details to support@brandhousedirect.com.au
I would like to look into your case history and have this rectified for you as a priority.

Questions & Answers

Lucas M.
Lucas M.asked

How do I track my international order?

1 answer
Brand House Direct
Lee S.Brand House Direct

Hi Lucas, we can help you. What is the order number? What is your email address? We can email you an update.

William T
William Tasked

Hi Brandhouse Direct, would you please confirm my order made on 15/3/21. Blue Multi comfortable sandals Size 6 $49.95 I don't have an order number as it disappeared off screen before I could take note of it. My bank account has been debited for the amount of $62.90.

2 answers
Brand House Direct
Lee S.Brand House Direct

Hi please contact 1300735786 between 10-5 Mon-Fri for assistance.

Jeanette Bilson
Jeanette Bilson

I got mine within a week. Once posted it took two days of that week. So happy how fast they were.

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
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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
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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