Brand House Direct Reviews 

The slides I bought are excellent but I paid $20 for delivery to my home. Because of the policy that required a signature, Australia Post, that make a delivery to my home nearly every day, wouldn’t leave the parcel and took it to the post office. I rarely go out but I had to drop my husband to an appointment and arrived home at 9.28am. The delivery was at 9.13am . Although this doesn’t sound too bad, it was for me. The post office deliver after 10.30am usually and because I had very little correspondence from Brand Direct or the post office, it was very inconvenient. Your delivery fee is very high, especially when you don’t actually deliver and it took a very long time. I use companies that are in other states and the most they charge is $9.99 and deliver to my home the next day. At least I was happy with the product.

After 10days my order has not been sent and no shipping link. So I emailed twice and called twice with no reply. Only response was from the website chat only to say there are delays and my order would be sent in a few days. I requested a refund as delivery is outside of the terms quoted to NZ. Very disappointed and still no shoes. Communication is essential to maintain any customer service. Why is there no answer machine? A simple courtesy.

Just a little slow in despatching, otherwise good experience.

0 stars if I could. Constant lying on where my order was up to for weeks only to find out they had no stock! Nearly 2 months in still waiting on the order!
Worst customer service - unresponsive.
Will never order from this site again.

I have ordered and paid for, two pairs of shoes. Have yet to receive a receipt or any advice regarding delivery. I have telephoned many times, within business hours, and had no answer.

Do not use this company. I returned a pair of shoes unworn and with original packaging and within the time allowed. It cost me $12.00 to post.
Two weeks after I had received an email from Auspost confirming they had received the shoes I sent an email to enquire when the refund would appear. After a week they sent an email demanding the confirmation no from AustPost. I sent it. Two more weeks passed and no refund . Just now I have received a gift certificate to the value of the shoes TO BE SPENT AT THEIR STORE. The refund policy clearly states they will refund your money. I do not want to deal with them again so I've lost $80 plus $12 postage. Beware this company!

Good range , excellent prices , swift delivery

You offer a straight forward honest fuss free service which in todays environment is very much appreciated. Your pictures and information on your featured products make it very easy to follow and choose. Keep it up.

I wanted a pair of Skechers in a particular colour, but at a discount price. I always have to factor in shipping, too.
The colour & style wasn't on sale in stores, so I checked out Brand House Direct, a site I've used over the years, found what I wanted, bought it, and in due course the parcel rocked up.
I have the shoes on as I write this, and I'm happy.

Very easy to see your size and a great range to choose from.

Fake shoe
Poor quality

Honestly, this business is the worst online service I've ever experienced from Leanne and Vaishnavi and the team. don't ever buy from them, don't waste your money or time!

I was a new customer buying shoes because they had the shoes I wanted at a discounted rate, so I thought, why not try buying from them, what's the worst that could happen? I bought the shoes and got the email confirmation the next day. 1 week went past and I emailed them nicely to ask where my order was and they replied super rudely and inappropriately. I waited 2 weeks for them to ship the shoes. I got the order, but its the wrong size so I had to send it back mind you its a $15 fee reduced from your order for fees which is super annoying! I don't want the shoes, give the full refund, don't reduce the refund because you couldn't cover the return fee like every other decent business!

I was watching the tracking to see when it had reached the return address.3 days later it retuned to their store. i sent them an email, knowing they weren't going to respond any time soon but was worth a try so see if their customer service was good enough for them to care. Leanne responded a week later to say you'll get a refund when its reached here, even though it already has! 3 weeks later after multiple unanswered phone calls and emails, they sent me an email saying they have got the shoes and that i should wait for the refund!

how much longer am i supposed to wait for this refund????? still haven't received it and its been 6 weeks since i have bought the item! Worst business, worst customer service, never buying from here again

Been buying shoes from brand house direct for years ..they stock the brands I love & usually have the sizes I require . Good quality at reasonable sale prices .
My only negative is that once we could get two pair of shoes sent for one postage price . Sadly not anymore .

Customer service is disgraceful - worst ever!

Ordered two pair of shoes that took FOREVER to come. As soon as I ordered I realised I had ordered one in the wrong size. Immediately rang them as it says to do on confirmation email - no answer. Ok so send an email. Issue is addressed but with no reply to let me know. I get a shipping notification TWELVE days after order is placed saying that original order is still coming. At this point I have no idea what is coming or of anything will ever come. Their website says shipping time is 5-7 days - I am day 12 already! The order DOES come in another 5 days. I open and they have sent the amended order, which is great, but would have been great to know they were doing that. However the amended pair of shoes has an obvious cut through the strap of one of the sandals.
I take photos and immediately email the photos and the information. I know it will be a surprise to learn I don't hear anything. I email again 3 days later asking for a follow up. I get a 5 word response. No salutation, no signature from sender, no punctuation. Just says 'Hi,send clearer pictures'
There was not even a fullstop!
The orginal pictures were VERY clear however I immediately take another 3 photos and respond. Another 3 days pass and once again I have to chase them up.
Then I get a response saying 'we have forwarded your photographs to our supplier this might take take 7 to 14 business days to get any update from them, once we receive any update we ill get back to you ASAP'
(this and the one above are direct copy and pastes of their correspondence).

This effectively means I now have to wait another possible 3 weeks in real time to get an answer.. are you kidding me??

I am (was) THEIR customer - not their supplier's customer. The issue needs to be settled with their customer and then they can deal with their supplier. I write back and tell them I am not waiting any longer and will be lodging a dispute with PayPal - which I did.

This company is so bad at this - all I asked for was a $10 refund to cover the cost of the repair, but once again I had to go through them trying to stall with more photos and discussions with 'their supplier'. Fortunately PayPal had all the information and copies of previous correspondence and the measly $10 refund was arranged. It's not about the $10 it's about the principle - and they don't have any.

So be ware - while the shoes might be ok, they have NO idea of how to conduct a business that wants repeat customers.

I've purchased shoes from Brand House Direct over many years now. Exchanges and refunds if required are easy. All shoes I have bought to date are excellent quality. Postage is a bit on the expensive side and at times has been slow (within 2 weeks) but they always arrive.

I was amazed by the speed my purchase arrived. The whole purchase was smooth and streamlined

This is the third pair of shoes I have bought from Brand House and I have been very happy with each purchase. I suffered from Plantar Fasciitis a couple of years ago and after successful treatment I was advised to get orthotic shoes and throw out all my shoes that had no support at all. The shoes have fitted me perfectly and given me the arch support I needed.
I have bought a lot of shoes from this company in the past and never had an issue, which when I get an email of sales from them I never hesitate to look at what’s on offer.
I’m a very happy customer.
Thank you Brand House Direct.
Sally Germon

Easy to follow website and make a purchase and prompt delivery of goods.

Terrible service, took too long to receive item, needed to exchange their website was down and ot cost me $20 to have item re returned in same packaging customer service was terrible

Bought a pair of shoes. Order Number 831433 on 19.01.2026. Later that day, I realised that the Brand name of the Shoes Woodland is not authentic but cheap chinese kind of product. Next day in the morning, I tried to call to cancel the order before it is shipped. I was advised that the order could not be cancelled as per the policy. They advised that only thing could be done is return for refund or exchange.
The order was not sent till 29.01.2026, they took 10 days to ship the order but was delivered on 30.01.2026.
I found the shoes to be of very por quality and non existant foot cushioning. Today again on 02.02.2026, I tried contacting the custormer service, I was advised that the order could only be returned and the customer needs to pay for return as per the policy. I asked to speak to the supervisor, the agent mentioned that as per the policy, customer could not speak to anyone higher that the customer service agent and customer can email the issue which could be escalated.
I mentioned that I am diabetic, and the shoes without proper cushion could be a health risk and if they are able to own the responsibility arising due to this, The ruge agent mentioned that we have to follow the policy and customer needs to email.
Now the question arise is that if a company is selling an inferior product that too online without proper customer support and engagement is the business practices legit as all the policies favour the business and customers have no value and rights. Why should customers pay for return shipping for something which they can not see or feel the product before buying it and the product is not upto the mark or satisfaction.