Reviewer Photos & Videos
Terrible service - keep passing the buck on a warranty claim
I bought some hiking shoes where the soles started to come off after the 2nd use. I requested a warranty claim. A month later I keep getting told that they are waiting on their supplier to respond to them. I bought a pair of Merrel's which are supposed to be good quality. I also bought it from Brand Warehouse, not their supplier. If they have issues if they'll be looked after by their supplier that is their own issue. As a customer who bought directly from Brand Warehouse, they are not looking after me and I've missed multiple hikes because of boots that I can't wear and because they are not replacing them or giving me a refund and keep telling me they are waiting to hear form their supplier.
Don't use them! BUY LOCAL.
Terrible customer service
After waiting 23 days for my order to be shipped, I asked for a refund as their website falsely claims orders will be shipped in 3-7 days. They ignored my request and sent me an email saying they’ve shipped half my order and the other half will be shipped “soon”.
I asked for a refund, not half my order and the other half to be sent “soon”, after waiting nearly a month. I do not appreciate my refund request being completely ignored.
I wish I read the reviews on here before purchasing. I do not recommend them at all.
Disgraceful Customer Service!
Disgraceful; full of lies. Slippers aren’t the same, these don’t fit. Now won’t refund postage as promised if return them.
STILL WAITING ON MY MONEY
Hello Brand House Direct... how much longer will you keep my money? Your email back on 29/03/21 states "refunded $184.95" yet you refuse to refund the money back into my credit card?
Consumer Affair Vic has responded to me giving me a couple of options.
Check it out if you think that I am not genuine and now this is also with the Bank.... you can always contact me to get the case number.
Potential customers please be weary if for whatever reason you need to return a product.... not what I would call basic Customer Service.
Men’s archline slipoers
Very disappointed with the service ..slippers wrong size returned & received by Brand House Direct over 2 weeks ago.
Have phoned, waste of time still no email to say new size has been sent.
Poor service, wouldn’t recommend
Worst customer service
Not very responsive at all, didn’t when I was getting my store credit. Had to send over a weeks worth of emails
Terrible customer service
I had to open a paypal dispute to get a refund for a faulty product. They then told me that paypal wouldn't allow them to send me a refund while a case was open and asked me to close the paypal case. Then they offered me a refund through paypal if I returned the shoes to them but they had already sent me a return label to return the shoes to the manufacturer. This trick nearly worked but luckily paypal isn't that easy to trick. I wouldn't order shoes from these people even if they were free. I would have given them no stars in my review but the review requires at least 1.
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
I received shoes from Brand House Direct that had a buckled inner sole which formed a hard point where your heel sits which caused instant pain. The shoes were unwearable and the fault was obvious. I requested a refund. Brand House Direct used passive aggressive avoidance tactics in not answering my questions, continually and repetitively offering to exchange or to pay for repairs, and also claiming there was no fault with the shoes. It took over 5 weeks of 16 back and forth emails, 7 phone calls to leave messages with receptionists to "pass o...n to management", finally letting them know I had a podiatrist review and would be going to the Office Of Fair Trading if they continued to refuse me a refund. Then they refunded me an amount $12 less than the purchase price (I assume they would claim 'for postage' which should have been their responsibility due to faulty product), which I decided to let slide due to the stress/time/difficulty that would ensue in trying to recover it. I would never risk my money or time with this company again. My experience in dealing with Brand House Direct was absolutely awful. --- I waited until receiving the refund before posting this review, and will not be answering any response from this company.
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.
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!
Don't waste your money.
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.
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.
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.
I ordered three pairs a month ago and they have not been delivered. I sent two emails but no response.
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.