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Brand House Direct
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Sharon MooreSouth East Queensland, QLD
Do Not Buy From This Company - The Reviews Are Lies And There Customer Support Doesn't Exist
The reviews against the 2 shoes i bought were lies and made up. The shoes where crap and I had to pay $16 to send the first crap shoes back - "Rockport World Tour Classic Womens Wide Fit Comfort". There like wearing cement. Absolute crap and definitely no good for nurses or anyone standing for more than 5 minutes. Then their other advertisements lied and they sent me- "Homyped Lauren Womens Comfortable Supportive Thongs" - which are faulty and your toes hang off the end. And - "Asics Womens Leather Gel-Foundation Walker 3 (Extra Wide)" - which are advertised as the wrong size. And now they want me to spend another $16 or more dollars sending them back so they can rip me off more.....
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KanimblaGreater Melbourne (Inner), VIC
- 8 reviews
- 3 likes
Faulty product
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.
Sizing
Very small (39)
Slightly small (108)
True to size (1,100)
Slightly large (91)
Very large (26)
Sizing
Customer feedback
9 comments
Thanks for replying this my order number
395899
Lee S.Brand House Direct
Hi the order was shipped exactly as described. I am sorry to hear one pair didn't fit you. You are more than welcome to return them for a refund or exchange.
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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
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?
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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Review collected in partnership with Brand House Direct
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MARTIN FERNANDEZKambah 2902, ACT
- 4 reviews
- Verified customer
Good products
The website was very easy to navigate and quickly found the product that I was after. The product was of great quality and we'll use the store again
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Margaret LMetropolitan Adelaide, SA
- 3 reviews
- Verified customer
Shoes and sandals
I found every pair of sandals and shoes fitted well. Love being able to buy brand names at a discounted price. Quality is good. The range makes me spoilt for choice. Keep doing what your doing. My go to online store
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Mira
- 2 reviews
- 2 likes
Don't shop here if you want to receive your order quickly.
I placed an order on the 1st of December 2020 and am still waiting for my order to arrive. Received a notification 15 days later that the colour of the item I ordered was out of stock so I agreed to an alternative colour. (By the way 15 days is way too long for an out of stock notification.) Then nothing... I followed up multiple times via email and had no response. After finally being in touch with customer service yesterday, I was advised the alternative colour was out of stock again and agreed to yet another alternative. (Although I received...Read more
no prior communication about the second out of stock.) Waiting for a dispatch notification and tracking number for my order. It seems my experience is similar to other recent reviews on here. Conveniently a big contrast to the glowing reviews on the website... probably from fake customers. This company needs a big improvement in stock management and customer service. No point in spending time and money on Google ads and email marketing if the customer experience will be terrible. The turnaround times are way too long and lack of communication is not acceptable for an e-commerce business now days.5 comments
Lee S.Brand House Direct
Hi Mira, I would like the opportunity to assist you. Can you please advise your order number?
Hi Lee, The order number is 388816. Please ensure it is dispatched tomorrow (13 Jan). Thank you
I have been in contact with this company via phone and email every single day since Monday and my order has not left the warehouse, nor do I have a difinitive answer of when it will ever leave. Out of... Read more
the hundreds of online orders I have placed with various businesses, this is by far the worst experience I have ever had.Similar opinion? Write a review on ProductReview.com.au!
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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Igor PyshkinMetropolitan Adelaide, SA
- Verified customer
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.
1 comment
Lee S.Brand House Direct
Hi Igor, I am sorry to hear that you were unhappy with your item. As you have returned your item for the 2nd time, we have offered you a store credit that you can use at any time on the website. The i... Read more
tem you bought does have a size chart in the listing on the website and we would be more than happy to help you with shoe measurements. We are always here to help our customers as best we can.Similar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Brand House Direct
The reviewer stated that an incentive was offered for this review
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clogs of oldVictoria
- 6 reviews
- 3 likes
- Verified customer
Good people to do business with
I like the people ,the shoes i cannot complain they have been excellent .
Thank you so muchly ,unfortunately i can only wear one pair of shoes at a time ,otherwise i would purchase the shop
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Review collected in partnership with Brand House Direct
sam
- 2 reviews
- Verified customer
Poor service
Order still not here 3 weeks since purchase obviously took order with no stock available big no no Emailed twice rang 3 times with no replies on emails or first two calls NOT HAPPY product good bought before elsewhere won’t be buying from this mob again TOO SLOW
2 comments
Lee S.Brand House Direct
Hi can you advise your order number so I can assist please? We do value your business and would like to rectify this matter.
Order374533 Wednesday 28th oct 20 a at 2.50 pm still no shoes
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M McTaggartHobart
- 5 reviews
- Verified customer
So happy
I found the products of great quality, i am a larger size 9.5 which is not easy to find I ended up buying 5 pair of leather boots and scholl for summer . Fantastic
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- Verified customer
Good communication throughout. Fast shipping!
Some shoes were very small though even though stated as my size.. otherwise easy to navigate ..lots of items in stock
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veroSydney, NSW
- 2 reviews
- Verified customer
Very poor after sales service
I ordered a pair of Saucony runners back in May. They arrived but were faulty. It took until August, and a dozen emails, before a replacement pair were sent to me. You were very reluctant to accept responsibility for the faulty pair of shoes.
1 comment
Lee S.Brand House Direct
Hi thank you for your feedback. We did forward your correspondence to the supplier and as soon as they replied, we sent you a replacement pair. I am sorry it took longer than expected. During the coro... Read more
navirus pandemic, some suppliers took longer to respond. I hope you can understand and accept our apology for the delay.Similar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Brand House Direct
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.
9 comments
Lee S.Brand House Direct
Hi Connie, can you advise your order number so I can assist please? If this is your 1st return and the shoes are returned within 30 days of purchase day in unworn, original condition in the shoeboxes,... Read more
a refund should have been organised. I want to check if there is some kind of miscommunication and perhaps the refund has been processed already.Order #3704540 to Consuelo Santos (Connie). Received on Thursday 30/9. Tried them on in my house and put them back in boxes. Sent back Tuesday 6/10. Sandals were unworn in boxes at dispatch. You recei... Read more
ved them on 9/10, tracking no R238991036038176. I would like a refund as already indicated several times to your employees. Refund minus $18 shipping cost was received on 26/10.Lee S.Brand House Direct
Hi Connie, I can see the refund has been processed already for the return.
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AnneMetropolitan Adelaide, SA
- Verified customer
Prefect fit
The website easy to use. Online catalogue has a great range of shoes, with many great brands. The products are of top quality. Didn't have to wait long for the delivery
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bethany GloverGreater Melbourne (Outer), VIC
- Verified customer
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...Read more
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.5 comments
Lee S.Brand House Direct
Hi Bethany, thank you for your feedback. I can assure you that we don't sell factory seconds. You are more than welcome to return any unworn, brand new shoes in the original shoebox. We are always hap... Read more
py to help and can also assist you with shoe measurements.That's all fair to say, but I ordered shoes from brands I KNOW fit me. Same size I KNOW i take, and the shoes that came from you were way too small. It just doesn't make sense.
Lee S.Brand House Direct
Hi Bethany, I am sorry to hear the pairs didn't fit you. In the future, if you call our customer service team, we would be more than happy to provide you with shoe measurements to assist.
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Robyn CollessCanberra 2600, ACT
- Verified customer
Even though I paid for my order, it didn't guarantee there was stock, when order processed.
Now that I have cleared my credit, which was initially caused because my paid for order couldn't be fulfilled by this company, I will not deal with this company again!!!
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JohnGreater Melbourne (Outer), VIC
- 7 reviews
- 5 likes
- Verified customer
Not a great experience
I was promised shipping the same or the next day when the shoes were overdue, what actually happened was I was contacted 3 weeks later to say the colour I ordered was now no longer in stock. I reluctantly ordered a colour that was in stock and rang them to see if they could expedite shipping, which they did.
Turns out the Merrells although listed as 'comfort fitting' were a narrow fit and very uncomfortable, but that's not BH's problem. Overall though, I will not shop with BH again, there are better online shoe retailers. Also I discovered Merrill was offering the same shoe at $20 less.
4 comments
Lee S.Brand House Direct
Hi John, thank you for your feedback. We do value your business and hope you can consider shopping with us in the future.
The trouble is, Lee, you’ve given me no reason to shop with you again, I’ve had much better, and faster, service from other online shoe stores. You were weeks late with delivery, you finally didn’t ha... Read more
ve the colour for the shoe order which you accepted and on calling I was told my order was going to be shipped the same or the next day which turned out to be a complete fabrication. Not a good look. This is one brand I won’t be homing in on again.Lee S.Brand House Direct
Hi John, if you provide me with your order number, I would like to look into this matter and try my best to rectify this.
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Dr Martens 1460 GauchoSydney, NSW
Still waiting for them to ship my boots and nobody answers the email sent!
I ordered a pair of boots last week, and they still haven't shipped! I tried to contact them but nobody answers...
Not sure if it was a scam... they took my money but still no news from them!
My order is number #356597
I would think it twice before buying from them.
1 comment
Lee S.Brand House Direct
Hi the order has been shipped. We have also emailed you the tracking details. Have you received this email?
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Questions & Answers
Glenys Jacobsasked
I returned my shoes over 4 weeks ago,time even in these current circunstacei have sent msgs to customer service without reply
The only communication has been to write a review
Very unhappy and want my money or this will be esculated
1 answer
Lee S.Brand House Direct
Hi can you advise your order number so I can follow up on the return?
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?
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 can you please advise your order number so I can help?