Brand House Direct Reviews 

Great variety of products. Shoes came exactly as described. Shopping experience is easy to navigate. Quick delivery with clear communication

I’m very satisfied with my purchase. I had an issue with the colour of boots I initially choose, however the customer service team help me to correct it and I received them as expected- Excellent service 😊 thanks a lot!

I purchased a pair of ankle boots and only got to wear them for approximately 1 hour and I felt them giving way, upon inspection the soles had completely come away. This was the very first wear!!
I have been asked to return the UNWORN BOOTS IN THE ORIGINAL BOX ALL INTACT AS WELL I HAD TO PROVIDE THEM WITH PROOF OF PURCHASE. I pointed out again that I had actually worn the clearly Faulty boots for less than 1 hour.I was then requested to take 6 pics and provide proof of purchase. Which I did, they are now saying that they cannot see the pics etc as not in JPG . They are, so again I have resent them, just seems to be another drawn out excuse for NOT Refunding my money, hoping that I will NOT chase this up. If this Company actually cares about their Customers would they Not already have records of purchases etc???? I don't mind proving that these boots are obviously faulty with sending pics, but I don't appreciate that I am being treated like a criminal and Liar with their continual procrastination in compliance with Australian Consumer Law in regards to them selling NOT FIT FOR PURPOSE Products.

I ordered some boots which took about 2 weeks until I received them (website says fast delivery!?). Unfortunately, I had to exchange for another size, so I paid for the return label and sent via AusPost which the company received within 2(!) days. After contacting the customer service after another 2 weeks as I didn’t get a shipping notification for the exchanged order, I finally got my boots another week later. No apologies, no explanation, no nothing. Customer service??? 100% failed!! Never would order from them again! The boots are great but get them from another store.

Great service and good prices.

I have received my nurses shoes and after the fourth time of wearing them the heel collapsed and this was within thirty days now they won't replace or refund me for the shoes. Utter disgrace won't buy from this shop again.

I have purchased quite a range of your shoes over the past 2 years. I mostly wear casual, sporty shoes and I’ve always been able to put the on on immediately on arrival and walk away in them without complaint and in great comfort. They arr the best shoes I’ve ever purchased online. I love Cabello, Skechers and Brooks.delivery is usually fast.

TERRIBLE Experience. I was excited to receive my fist order, but when it arrived the boots were nowhere near the quality I expected for the price. I returned the same day for a refund. Brand House Direct received the return on 7th July (thankfully I got proof of return with tracking). It is now 23rd July and I have still not received a refund. Over the last week I have used Live Chat 3 times and each time spoke to a 'Gary' ... it seems the standard response is that 'he' will speak to the returns team and I will receive an email confirmation. Those emails didn't ever materialise and I'm very doubtful that this is actually a real person who is responding, as it is not conversational. I sent an email and eventually received a response where they asked for tracking ... the email was extremely unprofessional with no name and no email signature. I replied with the tracking, and am now once again left hanging for a response. I WOULD NOT RECOMMEND BRAND HOUSE DIRECT.

Absolutely loved the leather boots! Great quality and fast delivery.

Ordered the product and 8 days later the order has not been picked and/or shipped - conbtcted customer service and they said due to high volumes or orders it wont be shipped for few more days. The order was placed a week after teh end of fin year - traditionally teh QUIETEST time of the taer for retail shopping

I ordered 2 pair of ladies slippers on the 4 of July on the 16th of July I checked their tracker for my order and found nothing was happening. I contacted them by phone and was told they will look into the problem and call me back. After no contact I rang again to cancel my order and get a refund and was told they cant do that. Then asked to speak with a supervisor and again was told they will call me back

Would not recommend buying from Brand house direct. My parcel for exchange reached the Company on 23/6/26. I have emailed a number of times due to non communication on when I should expect exchange! Advised 4-7 to expect notification, now nearly a month and have emailed a number of times with no reply! Very poor customer service and I’m out of pocket over $100!!

Ordered two pair of shoes and two pairs of boots online store. After five days contacted to say the selected colour one pair not available. Ok. Selected next best colour and return email. End of day 10, nothing has shipped.

Very easy website to use and navigate. Good pricing on a wide range of quality products. Received my purchase very quickly.

Worst online purchase experience ever and pathetic customer service. Be warned - no provision for them to pay return postage no matter the reason, even if the fault is with them or the merchandise and return postage cost is excessive regardless. Never Again. Will be taking up with Fair Trading and reporting to ACCC.

Easy website to negotiate. Always a huge choice of shoes at very competitive prices

Frustrating. Delivery delay notifications are not shared. If you call them they just say they’ve been busy. They do not give updates on when the stock will be delivered or even if it is available!

The boots were beautiful. The leather is soft and the colour is great. Love your store,all the footwear is 100% quality.

Ordered over two weeks ago and had no update on shipping, contacted them three times and have received a copy and paste response that the order will be shipped but no estimated date or details, poor service and no idea if I will receive the items. Won’t order from them again