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Brand House Direct

Brand House Direct

4.0 from 1,923 reviews · View Statistics
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Derek
DerekRichmond-Tweed, NSW
  • 5 reviews
  • 2 likes

Sell broken shoes and don’t care

published

I bought a pair of Merrell boots the soul started coming off they expect me to cut them up send pictures and then wait to see if I get another pair of shoes. Or I could of bought another pair and then waited see if they would return the other’s
Worst company service I have ever had to deal with totally rude
Treat you like a thief for there poor quality
Merrell won’t warranty any shoe from this so called company

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Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi Derek, thank you for your feedback. I am sorry to hear that you are unhappy. We were more than happy to send you a replacement pair or offer a refund. We were trying to help.

Terrible experience

published
Product Quality
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

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

Brand House Direct
Lee S.Brand House Direct

Absolutely terrible

published

Bought a pair of hiking shoes, fell apart after one use. Send them photos, waited 6 weeks for response and the response was that I should get them repaired and they can cover a reasonable amount. What an absolute joke. I've asked for my money back so they better send a refund.
Never ever want to deal with them again.

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Brand House Direct
Lee S.Brand House Direct
Simona S.
Simona S.
Brand House Direct
Lee S.Brand House Direct
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Anne
AnneGreater Melbourne (Metropolitan), VIC
  • 5 reviews
  • 8 likes

STILL UNRESOLVED ISSUE

published

I have already written a bad review.
Now they tell me that they will be sending my shoes "after" I remove the bad review.
Please just refund me because I do not want to deal with your company anymore.
Is that how the 4.5 rating is kept? by asking unsatisfied customers to remove the poor rating in return of getting the product delivered?
Basically this is now considered "withholding" funds that's not yours since you are in possession of returned goods.
I will be contacting my bank for charge back if I do not get my refund.
Potential customers stay away!

Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Terrible experience!

published

I bought a pair of golf shoes (callaway) three months ago, and already peeled off and not water proof anymore. Email them about that, no one replied my email until the third time I called them. I am thinking to return the shoes and exchange a new one or get refund, but they don't allow face to face, I have to cut my shoes and send photos to them. I checked the google review and a lady took a few months to get refund/exchange. I am worried about that. So, I have to suck it up, buy another one elsewhere. terrible experience, and never buy anything from this website again!

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Product Quality
Incentivised Review No
Return Claim MadeYes
Brand House Direct
Lee S.Brand House Direct

Hi thank you for your feedback. We are sorry to hear that you are unhappy with the item you bought. We have tried to help you. We offered to provide you with a refund or replacement item.

Yu S.
Yu S.
Brand House Direct
Lee S.Brand House Direct

We have offered to provide you with a refund or replacement item which is a solution to your issue.

Don't waste your money.

published

Paid for a pair of shoes online February 16, item never delivered, been fighting with this mob now for 6 weeks trying to get a refund or a pair of shoes. They never answer phone calls, never respond to emails, in 6 weeks despite numerous phone calls and emails I have got 1 email March 17 to say they were investigating ??, heard nothing since rang again today for the 8th time, put on hold 15 mnutes hung up and when I rang back said too busy send an email. Save your money just go into a shop, that way you know you will get your shoes and not get the run around from this mob.

Product Quality
Incentivised Review No
Return Claim MadeYes
Joseph A.
Joseph A.

Order 407972

Brand House Direct
Lee S.Brand House Direct

Hi we have contacted Couriers Please as they state your item has been delivered. As you have said you haven't received it, they need an opportunity to investigate. We will help you and we thank you for your patience.

Brand House Direct
Lee S.Brand House Direct

Hi I have spoken to my manager and we are sending you a new pair asap as we don't want to keep you waiting any longer. We will ship the new pair via Australia Post. We thank you for your patience and apologise for the inconvenience caused.

Daly
DalySouth East Queensland, QLD
  • 2 reviews

Badly designed

published

Be very wary when purchasing from this site. Shoes are often badly designed and would not even be saleable in a normal retail outlet.

Product Quality
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi Daly, can you please advise your order number? I would be happy to help you resolve your concerns. If the shoes are returned in original condition, unworn and in the shoebox, you can return them.

Daly
Daly

They are unwearable. The postage is prohibitive.

Brand House Direct
Lee S.Brand House Direct

Hi Daly, can you please advise your order number so I can try and assist please?

Yep okay

published

Nice shoes yes they will be ok I guess. Brand house shoes got sent to new Zealand for me ok.

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

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

  • Verified

Still waiting to be reimbursed

published

Length of my sandal was good and lovely design but the ankle strap was far too short.
Impossible to do up. Still waiting to have a reply for my email asking where my money back is.

Incentivised Review No
Return Claim MadeYes
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi I am sorry to hear that they didn't fit you. Can you please advise your order number so I can check if the returns team have contacted you?

Brand House Direct
Lee S.Brand House Direct

Hi we are up to date with email correspondence. Can you advise your order number so I can assist you? You are welcome to return the shoes if they don't fit you.

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Review collected in partnership with Brand House Direct

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Unhappy
UnhappyMid North Coast, NSW

Post service

published

While i was very happy with my purchase, delivery times and navigation of the web page the after purchase policy has been terrible.
Within 6 weeks of owning my shoes the sole on 1 shoe started to came away. I had while these shoes 1 day a week maximum.
When we emailed the company it took weeks to receive a response, to take photos of the issue. Many emails later it is now 6 months and they need me to cut up the shoes and they will give me a store credit. I don't want a store credit i just want the shoes i paid for.
Never again, very disappointing.

Product Quality
Incentivised Review No
Return Claim MadeYes
Brand House Direct
Lee S.Brand House Direct

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

Unhappy
Unhappy

363136, a compliant has now been lodged with the ACCC.

Brand House Direct
Lee S.Brand House Direct

Hi we are happy to help you. We sent you an email with a response. We are happy to organise an exchange, store credit or refund.

  • Verified

I didn’t like the shoes was too hard

published

I didn’t like the quality was too hard and uncomfortable To wear it And slightly too big on me But I still continue to look for another shoes

Product Quality
Shipping
Return Claim MadeYes
Sizing Slightly large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House Direct

Hi Marianna, you are more than welcome to return the shoes for a refund or exchange. We are happy to help.

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Review collected in partnership with Brand House Direct

The reviewer stated that an incentive was offered for this review

  • Verified

Customer service is non existent however once the right person finally contacted me a refund was quickly made

published

Returned shoes for a smaller size. You have had them for over two weeks and tell me they are still waiting to be processed

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

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

Glenda
Glenda

394686 but I doubt you will do anything satisfactory as no one else has

Brand House Direct
Lee S.Brand House Direct

Hi Glenda, we sent you an email to offer you some alternative styles available in a smaller size. We hadn't heard back from you so the refund for the return was processed. I think some miscommunication has occurred, I am so sorry about this!

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Review collected in partnership with Brand House Direct

Vicki PS
Vicki PSSouth East Queensland, QLD
  • 2 reviews
  • Verified

Very poor customer support

published

I've had good experiences with Brand House Direct until recently. I had to return one of two pairs of women's shoes (Scholl Orthoheel) because they were a poor fit. Eight days after they were received at the Broadmeadows warehouse I hadn't heard back or received a refund. Both customer service phone line and online chat were unavailable at 2.30pm on a Wednesday. Still waiting!

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Slightly large
Product Appearance As advertised
Brand House Direct
Lee S.Brand House Direct

Hi Vicki, can you advise your order number so I can assist? Our phone lines were operating on Wednesday so I am so sorry you couldn't get through.

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Review collected in partnership with Brand House Direct

  • Verified

Very happy

published

The lovely people at Brand House Direct were very understanding when I had to return two pair of shoes for an exchange. They located the two exchange pair I wanted very quickly and emailed me straight away. I'm very happy and satisfied with their service.
Regards
Sandra

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing Slightly small
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Review collected in partnership with Brand House Direct

  • Verified

Real Docs, Low Price

published

There was a good range of Dr Marten shoes for school for my daughter. The size I ordered were too big for her but the exchange process wasn’t a hassle and it was free shipping for the new pair. Quality is great,

Product Quality
Shipping
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance As advertised
Similar opinion? Write a review on ProductReview.com.au!

Review collected in partnership with Brand House Direct

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Page 1 of 9

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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