Reviewer Photos & Videos
Sell broken shoes and don’t care
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
Still waiting to be reimbursed
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.
Review collected in partnership with Brand House Direct
9 hours ago
Customer service unprofessional they’re…
Customer service unprofessional they’re hangup the call before finishing the conversation there’s products half faulty and they expect to pay return shipping from your own pocket this way make you losing money of the faulty product I don’t wish any one to face what I am experiencing disappointed with this company.
Very small (39)
Slightly small (108)
True to size (1,100)
Slightly large (91)
Very large (26)
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...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?!?!
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.
The worst service I have ever met
No size chart for a particular model. Even the same one brand has different sizes in different models. Very hard to guess. Absolutely not true to size.
No option for a refund. The only store credit and if you do not wish any deal they just take your money. Very unfair and not customer orientated.
In emails, they do not name you just "Hi" and do not sign the sender's name, so you just do not know who are you talking with. Had the worst online experience with them. Do not recommend anyone.
Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
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.
Have had a really bad experience overall
Ended up in a refund/ exchange war with these guys. I ordered my size in shoes, using their size chart, and the shoes that came were way too small. They were labelled my size, but way too small. I exchanged for a full size up. Shoes still way too small. The shoes were labelled now 1 size larger than i would normally take. As it was my second return, they refused to give me a refund. I was disappointed as i didn't want to order through them anymore. I had to chase the company for at least a week to get the store credit. Their email time is abysm...al, their replies are unprofessional, and the phone doesn't even get answered. Quite frustrating. The two pairs of store credit shoes arrived. I had carefully used their size chart. Shoes? WAY TOO SMALL. I have bought from these 3 brands before, and never had size issues. Order through them? Nothing fits? Like what? As they are shoes bought with store credit, they cant be exchanged or refunded. An additional pair of shoes also didn't fit. Total: 5 pairs of shoes marked my size, but did not fit, and when I measured them in person, didn't even match their size chart, or the original company size chart. Overall very upset with the service provided, and the products. It almost feels like they get factory seconds/ mislabeled shoes, and just hope for the best that their customers get something right. Its really appalling.
Review collected in partnership with Brand House Direct
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. ...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 did
Customer service never reply
Their customer service is very poor, as the shoes are a size too small, I am always a 7, but with this I need an 8 as the sizes are very narrow and small. The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct. My only hope to stop the payment from Afterpay for a product which is not what is not as the advertising.
They trick you into exchanging shoes then refuse a refund for returns, poor customer service
Do not be fooled into exchanging shoes with this company. I ordered 2 pairs for specific foot pain issues, they were unsuitable, so I returned and requested a refund. A staff person responded saying she would like to help me find suitable replacements. Copy pasted from her email to me:
"Can I help you to find a more suitable style or size? I have strong product knowledge so happy to help. If you choose to exchange, we pay the return postage back to you for the exchange pair. If you choose a refund, we can refund you the amount paid less postag...e." As you can see, there is no other information here about their returns policy - read on... We exchanged multiple emails about different shoe options, until I selected 2 pairs to try, which cost more, so I paid the extra plus postage. What she intentionally failed to tell me was that if the new pairs were not suitable, I could not return them for a refund, only store credit. So after weeks of time and even more money outlaid, they refuse to refund me, despite that there are no suitable shoes on their online store. I feel deceived because the staff person deliberately failed to tell me of their policy, despite describing other aspects of the exchange process. This is deliberately deceiving, and pushy, and displays very poor customer service. In this current health crisis where we all have to shop online, Brandhouse Direct is taking advantage of this situation, tricking people into spending more money and refusing honest refunds. Other online stores have stepped up to the occasion, offering free postage, free returns, and no limit to exchanges. Brandhouse Direct is not acting in the spirit of community or good customer service, they are clearly only there to take your money and do not care whether you are left satisfied or not.
Return of shoes too small
Due to Covid19 most retailers were closed so I thought I'd buy a pair of shoes online from an Australian business. I don't usually buy shoes online because I'd like to try them on. I am having a terrible experience with Brand House Direct. Their customer service is nothing to boast about, as the shoes are a size too small, even though I am always a 7, it looks like I need an 8 for this shoes! The process of a simple exchange is too painful and time consuming. I had faster responses and easier exchanges from overseas companies who exceeded my expectations and always put customers first. I will never deal with Brand House Direct.
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
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...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!
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
Questions & Answers
How do I track my international order?
Hi Lucas, we can help you. What is the order number? What is your email address? We can email you an update.
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.
Hi please contact 1300735786 between 10-5 Mon-Fri for assistance.
I got mine within a week. Once posted it took two days of that week. So happy how fast they were.
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!
Get an answer from our members and Brand House Direct representatives
|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|
Other Footwear Shops & Brands
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.