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Brand House Direct
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Les.Sydney, NSW
- 3 reviews
- Verified customer
Great shoes, dreadful after sales service.
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.
11 comments
Order number 390450 08/12/20
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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- Verified customer
Will Buy Again!
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.
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Denis GGreater Melbourne (Outer), VIC
- 11 reviews
- 4 likes
- Verified customer
Great Range and Prices
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.
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- Verified customer
Had problem with size of runners.
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.
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- Verified customer
Excellent service. Very helpful
Very satisfied and helpful if shoes were out of stock for replacement shoes were suitable very good range of goods
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JetGreater Melbourne (Inner), VIC
- 3 reviews
- Verified customer
Let down by return
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
1 comment
Lee S.Brand House Direct
Hi Jet, thank you for your feedback. With a return, if you choose a refund, we refund the item cost. If you paid for your order using a paypal account, you can lodge a claim with paypal to be reimburs... Read more
ed the return postage costs to send back the return. That way, you are not out of pocket for the return costs. I hope that helps.Similar opinion? Write a review on ProductReview.com.au!
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- Verified customer
Great choice of shoes
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.
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Fantastic service.
Fantastic service. I have been. Impressed with the personal service I received when I had to return a pair of shoes.
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Glenys FooteGreater Melbourne (Inner), VIC
- 2 reviews
- Verified customer
Poor return policy
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
3 comments
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?
I’m sorry but I haven’t kept any of that information. I purchased from you somewhere back in April /May I think
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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- 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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agypsyroverGreater Melbourne (Inner), VIC
- 2 reviews
- Verified customer
Terrible service when it comes to exchanges.
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
1 comment
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?
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- Verified customer
excellent customer service
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
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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
maureenPerth, WA
- 2 reviews
- Verified customer
Perfect,can't be without getting my shoes from here.
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.
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- Verified customer
Not exactly Happy
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
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- 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
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.
293361
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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!!!
The worst online shopping experience of my life. If only I could leave a ZERO STAR review!!!
$18 postage for two pairs of shoes/slippers in a size 9 that arrived and were incorrectly sized. I received a size 6 instead, size stickers were turned upside down?
Returned shoes via Australia Post, following all correct protocols (only purchased initially, as the website offers REFUNDS.)
Applied for a PayPal return postage refund. Receive it within three days. Filled out all the correct paperwork for brandhouse direct/your fit.... Weeks went by a...Read more
nd still no refund. Called them so many times, no answer. Finally got through and was given so many different excuses. The main one - they decided not to refund in case I changed my mind and wanted a credit instead??? Said they’d sent me an email about this, I didn’t get any email... Said that I filled out the paperwork for a refund, I want a refund please. The receptionist argued with me on the phone, going round & round in circles... then said I’d have to wait 3 business days for the manager to decide whether to grant me a refund or not?!?!10 comments
Lee S.Brand House Direct
Hi thank you for the feedback. I would really like to help. Can you advise your order number please? We process returns in a timely manner so I can only assume some miscommunication has occurred somew... Read more
here along the line. We do value your business so I would like to try and rectify this matter if you give me the opportunity.Surely you are joking?? Now you want to help me? There has been no miscommunication!!
You Refused to refund my money so I went through a full PayPal dispute with your company as the seller... which y... Read more
Oh I forgot about the part where you wrote me an email and tried to blackmail me by saying you would only refund me if I withdrew the PayPal dispute. And you wouldn’t refund the postage. I refused to ... Read more
withdraw the PayPal dispute because then I felt I would not be covered if you changed your mind about refunding. Your website says full refund. No one should have to go through this. And from what I can see from other reviewers I am not the only one who has experience this. Anyone reading these reviews please do not deal with this company!!!Similar opinion? Write a review on ProductReview.com.au!
NewCustomerSouth East Queensland, QLD
Faulty product and customer service
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.
5 comments
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?
Order #387615
Thanks
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.
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Christian E.South East Queensland, QLD
- Verified customer
Stay far away.
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.
8 comments
Lee S.Brand House Direct
Hi Christian, thank you for your feedback. We are truly sorry. There was an unforeseen inventory error for 1 item that you ordered. We did contact you and you requested a refund for this item. The ite... Read more
m has been refunded in full and the rest of the order was shipped urgently to avoid further delays. We apologise for any inconvenience caused.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.
Lee S.Brand House Direct
Hi I am sorry if a miscommunication occurred. We didn't realise you wanted a refund for the whole order, we thought you wanted a refund for the 1 item only. You are welcome to return the order for a r... Read more
efund or exchange. We are happy to help and try and rectify this matter.Similar opinion? Write a review on ProductReview.com.au!
Jane CookHobart, TAS
- Verified customer
Loved the mary jane cabello sandals but no room for my orthotic
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
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Questions & 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?
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
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.
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist please?
Check your email Lee, ironically (support@brandhousedirect.com.au). I’ve sent 4 emails in the last few days, all unanswered!
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 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?