Reviewer Photos & Videos
AVOID! Poor communication & No order status
Based on customer's reviews, the seller is clearly struggling managing their business and has a supply chain or staffing issue, not to mention poor communication - get a CRM! Despite being able to phone them, they were unable to resolve my issue with my order. Received no order progress/status updates, have escalated to PayPal, as it is highly likely the seller is unable to deliver the goods. This is year 2022, automate your business processes!
Stealing from pensioners is not good business practice
I purchased 3 pairs of shoes for my 90yo mother - the same style in three different colours. The website offered 4 different colours and as she already had one of the colours, I ordered the other three colours. When they arrived they had supplied the colour that she already had. I contacted them and explained that I had ordered the colour "Taupe" not "Pumice" as supplied, they said they were the same colour. Despite explaining to them that their website said they were different items to order (with screen shots from their webpage) they refu...sed to accept responsibility. They refunded the shoes however my Mum had to cover the $16 return cost - they refused to refund this amount. Well done Brand House Direct for stealing $16 from a pensioner. I absolutely will not ever purchase from this company again
Avoid This Company!
The customer service from Brand House Direct would have to be the worst I've ever experienced. They use delay tactics to wear your patience, deny any communication and continually refer you to the manufacturer when as the seller, they are responsible to replace or refund. I urge you to buy from a more reputable company who honours consumer law.
Returned faulty Merrell sandals but did not get refund
I have returned a pair of faulty Merrell women’s kahuna web sandals size 5 (out of own pocket). Australia post tracking says it was delivered to Brand House Direct on the 6th December 2021. But so far, no email confirming the return is processed and no refund issued. A couple of email sent to ask about it but no reply. I will not buy from them again and will not recommend them to anyone I know. If I do not get my refund I will file a complaint with the ACCC.
My order number is 468067
Fake Dr Martens and no service at all
This business sold fake Dr Martens and when contacted refused to accept a return.
Total lack of customer service, denied any issues repeatedly and also claimed they had never been contacted about the issue despite months of emails back and forth.
Items take months
Items take months to come, they sell out of item after you paid and swap it for a cheaper one and then dont return anything
Terrible company to deal with
Waiting many months - lots of emails- don’t expect good customer service … two lots of returns ( due to their advice ) and extra shipping on new products …. Terrible company ….
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.
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.
Questions & Answers
I purchased boots and they arrived damaged and unwearable. All my attempts to contact you and get a response has failed. Will you honour a full refund including postage as you supplied damaged goods? You should provide the consumer what they paid for, and take responsibility when there is an error at your end.
Customer Service is non existent with Brand House Direct. I called them several times and wrote several emails and got fobbed off. I own an outsourcing customer service business and we would have been...fired if this was the service given to consumers. One of the customer service reps even told me that she would provide the email/mobile of her Manager and I can call the manager to get a faster response.
I am still waiting for an email confirming despatch of my order. The 1300 nunmber you provide just rings out constantly. I plaed my order 9 days ago, you took the money and confirmed and I am still awaiting information on despatch.
Nothing even about delays.
This is oor service and makes me suspicious that this is not a legitimtate business.
Order number is 506843
I have just placed order after reading these re If we I am very concerned. Can you reassure that you have the packing and shipping in order.
Hi we will email you the tracking details once the order is shipped.
Reading all these reviews and after 48hours no confirmation or tracking order email I feel this company maybe a scam. You certainly did reassure me with your response.
Hi I can assure you will receive your tracking details this week.
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|
|Type of Footwear Offered||Casual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots|
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