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Brand House Direct

Brand House Direct

3.9 from 1,690 reviews · View Statistics

Reviews

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Les.

Les.Sydney, NSW

  • 3 reviews
  • Verified customer

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
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceNot as advertised
11 comments
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.

Review collected in partnership with Brand House Direct

  • Verified customer

Will Buy Again!

published

Product was very easy to find on the site. Ordering and delivery were "top notch".
Very prompt and reliable. I exchanged a pair of Caterpillar Shorts for a smaller size.
Service was excellent. Great to be able to speak to a person.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingTrue to size
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

Denis G

Denis GGreater Melbourne (Outer), VIC

  • 11 reviews
  • 4 likes
  • Verified customer

Great Range and Prices

published

I was able to find what I wanted for my husband - shoes with orthotic support built in. They are Scholl brand so they are very good quality and just what he needs to support his feet. The price was good compared to normal retail. One pair were slightly too small, so a return was done using the PayPal free return postage facility (only applies to orders paid with PayPal and if you've registered for this in your PayPal account beforehand). The right size was sent by Brand House Direct (though it did require a phone call reminder from us to them to find out what was happening with shipping of the replacement pair). On the whole, we are very satisfied and this is the second time we've bought from them.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

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  • Verified customer

Had problem with size of runners.

published

After a P.O. return I received an email with new options, a quick phone call and a small extra payment invoice my shoes are on the way. All’s happy. Thank you.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

  • Verified customer

Excellent service. Very helpful

published

Very satisfied and helpful if shoes were out of stock for replacement shoes were suitable very good range of goods

Incentivised ReviewNo
Return Claim MadeYes

Review collected in partnership with Brand House Direct

Jet

JetGreater Melbourne (Inner), VIC

  • 3 reviews
  • Verified customer

Let down by return

published

Happy with product purchased and received promptly. The problem was I needed to return the product due to a size issue and requested a refund. This took a long time and in the end I had to chase it up. When the refund finally came through, the postage cost had been deducted and I had to pay postage to return the product, so was slugged twice. Would think twice before ordering anything again

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingTrue to size
Product AppearanceAs advertised
1 comment
Brand House Direct
Lee S.Brand House Direct

Review collected in partnership with Brand House Direct

  • Verified customer

Great choice of shoes

published

Good website, easy to find your way around. Plenty of choice and great prices.
On the downside, very slow on replacing my sandals, which were too small.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

Fantastic service.

published

Fantastic service. I have been. Impressed with the personal service I received when I had to return a pair of shoes.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
Product AppearanceAs advertised
Glenys Foote

Glenys FooteGreater Melbourne (Inner), VIC

  • 2 reviews
  • Verified customer

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
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly small
3 comments
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.

Review collected in partnership with 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.

published

Very satisfied with the service. Unfortunately the shoes didn’t fit. Have sent them back for different shoes in another size.

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
SizingVery large
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

agypsyrover

agypsyroverGreater Melbourne (Inner), VIC

  • 2 reviews
  • Verified customer

Terrible service when it comes to exchanges.

published

I bought a pair of shoes and had to return. This was very difficult. It took a long time and numerous emails chasing it up, otherwise it would never have arrived I am sure. Again, I had to return for exchange and the same thing again. Be prepared for weeks or months turnaround with much chasing

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
1 comment
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 with the returns team. Can you advise your order number so I can look into this?

Review collected in partnership with Brand House Direct

  • Verified customer

excellent customer service

published

I ordered shoes and returned for a different size and the customer service representative was quick efficient and very friendly..great company to deal with

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingTrue to size
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

Terry

TerryPeel, WA

  • 2 reviews
  • Verified customer

Excellent service

published

Excellent value and any problem with my purchase was send back for free though PayPal which the staff member informed me.

Product Quality
Shipping
Return Claim MadeYes
SizingVery large
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

maureen

maureenPerth, WA

  • 2 reviews
  • Verified customer

Perfect,can't be without getting my shoes from here.

published

It was so easy to find what I wanted when looking for my sandals this summer. Brand House Direct had a great selection to choose from and the delivery was quicker than I expected given the uncertaint post due to Covid 15.I can recommend Brand House Direct to my family and friends. Thank you.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes

Review collected in partnership with Brand House Direct

  • Verified customer

Not exactly Happy

published

I have purchased a number of shoes from you, all enjoy wearing, but find being charged a huge amount , but finding value of goods thru the mail unbelievable,
I payed over $220 plus huge postage for you to Value them at $10,now to send them back $22NZ shocking
So I’m sad and feel totally ripped off !
Ordered wrong shoes so worse

Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingSlightly large

Review collected in partnership with Brand House Direct

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  • Verified customer

Won't buy from them again.

published

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.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingVery large
Product AppearanceAs advertised
2 comments
Brand House Direct
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.

Lynette
Lynette

293361

Review collected in partnership with Brand House Direct

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
NewCustomer

NewCustomerSouth East Queensland, QLD

Faulty product and customer service

published

It took 15 days for the order to arrive. When received, one of the shoes seemed to be different to the other one, it seemed used or made from a different material.
I contacted customer support and returned the shoes as advised. I also asked them whether I will receive the refund of the cost of the returning the item. It has been 15 days ago without any reply or update.

Product Quality
Shipping
Incentivised ReviewNo
Return Claim MadeYes
SizingTrue to size
Product AppearanceNot as advertised
5 comments
Brand House Direct
Lee S.Brand House Direct

Hi I am so sorry to hear that! Can you please advise your order number so I can assist please?

NewCustomer
NewCustomer

Order #387615
Thanks

Brand House Direct
Lee S.Brand House Direct

Hi our office was closed for a few days over the Christmas public holidays. They have reopened today and have emailed you a reply. Thank you for your patience.

Christian E.

Christian E.South East Queensland, QLD

  • Verified customer

Stay far away.

published

Ordered a couple items of work clothing on the 4th of December. After hearing nothing for almost 2 weeks, I contacted them to give me a refund if the order could not be completed (in full) by the 21st, only to find out that one of the items was not in stock.

They then offered me a completely wrong size of the item, and two others that were completely different (non-hi vis), and when I declined they IMMEDIATELY sent the rest of the order, despite me asking for a refund. Not only did the order not even arrive on time, it was incomplete, and they only refunded the single missing item a week later despite asking several times for a full refund.

Shipping
Incentivised ReviewNo
Return Claim MadeYes
8 comments
Brand House Direct
Lee S.Brand House Direct
Christian E.
Christian E.

I requested a refund for the whole order, not the single item. The order had not even shipped at that point, and what did ship arrived late.

Brand House Direct
Lee S.Brand House Direct
Jane Cook

Jane CookHobart, TAS

  • Verified customer

Loved the mary jane cabello sandals but no room for my orthotic

published

Brand House Direct have a amazing range of shoes, I found the online store easy to navigate and bought a lovely pair of Mary Jane cabello sandal in my size.
It was hard to choose the sandals as there was a huge range, it took me ages.
On arrival I tried the shoes on thinking they were excellent quality, right colour but realised they were not deep enough for my in shoe orthotic which I have to wear as I have a drop foot due to me suffering from multiple sclerosis. Unforunately I had to send them back for a refund. j.gcook@bigpond.com / order number 370529

Product Quality
Incentivised ReviewNo
Return Claim MadeYes
Product AppearanceAs advertised

Review collected in partnership with Brand House Direct

Page 1 of 10
See all Brand House Direct reviews

Questions & Answers

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
Joan & Greg

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
Brand House Direct
Lee S.Brand House Direct

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

Joan & Greg
Joan & Greg

#371453

Joan & Greg
Joan & Greg

Still haven't received an order confirmation on joangreg@xtra.co.nz Could I have that please?

Mongodrum

Mongodrumasked

Hi, I’ve ordered shoes from brand house direct, haven’t received any confirmation and then read these reviews! Does anyone have a mobile number or address for these guys as I’m not getting any response to the email or landline. Very concerned about their care factor / competence.
Thanks

8 answers
mary
mary

Hi,
I am also concerned, I ordered 6 weeks ago and they say my tracking number indicates that my shoes are still being processed in Melbourne, where they are located. I don't have a physical address, but you can contact Paypal. Good luck.

Brand House Direct
Lee S.Brand House Direct

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

Mongodrum
Mongodrum

Check your email Lee, ironically (support@brandhousedirect.com.au). I’ve sent 4 emails in the last few days, all unanswered!

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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