3,921 reviews
- Very small
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- Slightly small
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- True to size
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- Slightly large
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- Very large
AI reviews summary
Brand House Direct evokes a highly polarised response from customers. While many report a positive experience with a vast selection of quality brands at competitive prices, a significant segment of users highlights severe failures in post-purchase support and logistics. Sentiment is split between long-term satisfied customers and those reporting "nightmare" experiences with returns and delayed shipping.
Pros
- Extensive Range: Users frequently praise the large selection of specific comfort and orthotic-friendly brands, including Scholl, Homyped, Skechers, and Archline.
- Competitive Pricing: The store is often noted for having the best price points and regular "flash sales" that offer significant savings compared to retail outlets.
- Ease of Use: The website is described as user-friendly, with intuitive navigation and an easy checkout process for most shoppers.
- Quality of Product: When orders are fulfilled correctly, the footwear is consistently described as high-quality, authentic, and accurately matching the online descriptions.
Cons
- Poor Communication: A recurring and serious complaint is the lack of responsiveness to emails and phone calls, with users reporting "ringing out" or being hung up on when seeking order updates.
- Delayed Dispatch: Multiple reviewers highlight significant delays in shipping, often waiting 2–4 weeks for items to be dispatched despite website claims of "fast shipping."
- Difficult Return Process: Customers are frequently frustrated by having to pay for return postage and original shipping deductions, even when items are faulty or incorrectly sent.
- Refund Delays: There are significant reports of refunds taking several weeks or months to process, often requiring multiple follow-ups or escalation to Fair Trading and PayPal.
Verdict
Brand House Direct is a viable option for consumers seeking specific comfort brands at discounted prices, provided the order is straightforward. However, due to recurring reports of poor customer service and difficult return policies, shoppers should be certain of their sizing and prepared for potential delays in shipping or refunds.
I have always found a great selection of suitable shoes at usually good prices. Sizes are generally always available across the board not just small and large sizes. The promptness of the delivery and preadvice of delivery was great. Show details
Brand Direct are a company I really trust. The delivery is always timely and the shoes I bought were all I hoped for. I will continue buying shoes from this source. Show details
Defective Rockport Shoes. Unwilling to replace or refund. I have had terrible after sales service from Brand House Direct. I now have defective shoes and no willingness by Brand House Direct to refund me or provide replacement shoes. Instead they want to pass the problem to the shoe manufacturer. So they want my money, but no responsibility… Read more
for faulty goods.
I purchased some shoes in March 2026. By June, the soles were coming apart from the leather uppers. So in July 2026 I asked for a replacement pair or a full refund. So my request was made only 4 months after purchaser. I had sent my email using the order email I received from Brand House Direct which included a link to my receipt. I also included some very clear photos showing the defect.
The reply was to ask me for 6 photos and proof of purchase.
Obviously they already has the proof of purchase (the receipt link in their own original email) and I had already sent very clear obvious photos showing the defect. I emailed explaining this - which they already knew. A stalling technique?
Silence by them and after pushing them with multiple chaser emails for a reply I eventually got one asking for 6 photos. I had sent 6 photos in a zip file. That wasn’t good enough for them.
I’m convinced the request for 6 photos is a delay approach. Eventually they agreed to not keep asking for the photos and said they would refer the matter to the supplier.
I am no closer to a refund or replacement shoes. This is terrible after sales service Brand House Direct. I should add that I have explained to them that my contract is with Brand House Direct - not the supplier. But I think Brand House Direct sees itself as only a mailbox for any problems with shoes they sell. They have not accepted any responsibility in this instance. That is NOT what consumer protection laws require.
I would encourage you to not purchase from Brand House Direct if you think you might need them to do the right thing if what they sell you turns out to be defective. They have not helped me and I don’t expect they will now.
We are now into August. Very poor service Brand House Direct.
Reviews with attachments
Love my dear dear Dearfoam slippers. Brand House Direct is my go-to shoe shop as I live in a remote part of Victoria. Saves me half a tank of fuel and the range is huge. Regular sales, great prices, extensive range, good returns policy - everything i could ask for. The site is easy to navigate in so many different ways - by brand, colour, style, price. Delivery cost is reasonable and i had my new cosy slippers within a week. Show details
Purchased Cabelli Comfort shoes. True to size. Lovely casual shoes Show details
- +1
After surgery on both ankles I needed some orthotic friendly shoes, never able to find a large variety in stores, I was happy to find a great range at Brand House Direct. They arrived today, a week after ordering, all fit wonderfully (I stuck with my European sizing), all are fabulously comfortable. I was so impressed I've gone and added another 2 pairs to my cart Show details
This is my first order from Brands Direct thanks to my husband alerting me. I ordered three pairs of shoes. When I received my confirmation I realised I had ordered one pair in the wrong size. I alerted the Company of my mistake and they sorted it out very quickly and the right size arrived with my order within a week. I will definitely be purchasing more. Great value for good shoes.
Brilliant Alegria Shoes very comfortable, and patients in hospital love them – Brilliant, fast, professional service. Arrived to me very quickly, packaged very well. Show details
Purchased a pair of slides in my size and paid $12.95 in postage. When I received them and tried them on the front fit well but my heels hung off the back making them unwearable. When I rang they asked me to email photos but that was pointless because not only won't they refund postage but they are expecting me to pay return postage of $15.70… Read more
making total postage same as the cost of the item purchased. Couldn't communicate with the rude phone rep and there were no managers available to discuss complaint. Appalling customer service.
Hi thank you for your feedback. We are happy… Read more (+9 replies)
Purchased 3 pairs of waterproof trail shoes, Hi-Tec brand, as they were on sale. Briefly worn over 2 months and the shoes fell apart, as seen on attached pics. Although I contacted Brands direct, no response. I've been sold duds, probably fake, and no response. Not worth Ng with this company, the after sales support in non-existent. Avoid them and don't be fooled by the rhetoric on their website. Show details
Hi I am sorry to hear that. We are happy to… Read more (+8 replies)
Midnight Colour Merrell Mocassins are not Black ones I ordered Midnight Colour Merrell Moccasins. It clearly shows the colour as being a Midnight Blue colour not black. But of course they sent me the Black ones arguing with me that Midnight is Black. It is not and even Merrell state the Black is Black. I have a picture of their advertisement on… Read more
the internet. Even in that you can see the difference between Black and the Midnight colour they say is Black. This company has substituted my order for an in stock item and will not admit to their mistake. They are a unethical, mendacious and insouciant in their attitude. Do not deal with them.
Hi thank you for feedback. I can confirm that… Read more (+2 replies)
Terrible customer service- bought Bogs gumboots that leaked after wearing for approximately five weeks. Won't refund, want me to cut up the gumboots and send a photos. How on earth do I cut up gumboots with paper or manicure scissors? They are obligated to refund, repair, or replace faulty products. Instead they have sent me multiple emails telling me to cut up the shoes and send a photo.
Find out how Brand House Direct compares to other Footwear Shops & Brands
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BUYER BEWARE The whole process is very poor. Took a week just for the shoe to be dispatched, and only dispatched after I emailed to enquire. One of the shoes were faulty. Emailed them and no reply. Called them and was told it would take 7-14 days for ‘management to review’ and also to contact supplier for a response. ‘Management are very busy’ as… Read more
I was told.
Faulty products should be refunded as per the Law. I’ll be lodging this with ACCC should I not hear back.
First and last time purchasing from here. Luckily purchased on Credit card so I can put in for a fraud/charge back claim if I don’t hear back.
Hi Nivi, I am sorry to hear you are having an… Read more (+1 reply)
Latest follow-ups
I would not recommend buying from this online shop. I made a purchase 3 weeks ago. After calling on the Monday after the send week the told me that the order was with the shipping company and they would see what the hold up is and call me back. More… Read more
than 2 days later, I called them back to get an update and was told the same thing. I informed them that I was already informed of this and nobody updated me. I said that I’d rather a refund at this point so that I can purchase my shoes elsewhere. I was told point blank that they wouldn’t refund me as the order is supposedly with the shipping company already. This is a lousy and rude company to deal with and their processes are awful.
Follow-up · Tracking was provided after review was provided. I used Apple Pay to make my purchase and I bought Dr Martens Mary Jane style shoes. The shoes themselves are great. It’s the company, their communication, and service are ridiculously subpar. Buyer beware.
Hi the order has been shipped, we will email you tracking details soon.
More like no shipping anywhere! – As with others, I ordered shoes 1 week ago and still no shipping confirmation, let alone delivery. On the other hand, they charged my Visa immediately, including $30 for shipping. What shipping??? Their website boasts "Fast shipping worldwide"! Show 4 replies
Follow-up · Delivery was slow, but I think they may have been coming from Brazil!. Shoes were perfect, comfortable and high quality.
I bought a pair of slippers then nearly a week later they let me know that they didn’t have the colour I wanted so I asked for a different colour they were supposed to be from Mother’s Day. They arrived four weeks after Mother’s Day and it’s been… Read more
hell trying to send them back and I’m still waiting for my refund and I have seen that they have received them but their customer service is pretty bad. They take forever to answer you
Follow-up · I’m sorry, but I will never be using this company again
Hi thank you for your feedback. I am sorry to… Read more
Positive reviews
There is an interesting range of good quality. Over time I have bought a number of pairs for me and my husband. It can be hard to get the right size because not all have actual measurements in the size chart. That is important when choosing new shoe brands. It is hard to get someone on the phone. It rang out 3 times on Tuesday. I ordered and paid for a pair which then wasn’t available and a refund was offered. The other pairs arrived in a week.
Ordered 3 pairs of shoes, all arrived promptly. Have bought previously from Brand House Direct and as long as you are sure about your size. No issue. All have been of good quality and would purchase again. Show details
Great service, great selecting of shoes, great refund and exchange policy. .I sound like a robot. :) In all honesty I have received good service. I have purchased 4 pairs of shoes so far and fit has been good. Show details
Negative reviews
Ordered pair of Winter Homy-Ped Slippers on 8th July. Still waiting for them. Emails not answered & when l have called (twice), I get told (in almost indecipherable English) that order is "being packed". I have bought from here before with no problems, but something now seems to be falling apart....VERY disappointed, especially with lack of professional communication. Will not buy here again!
Hi thank you for your feedback. I will ask the shipping team to email you tracking details ASAP.
Placed an online order 25/06/2026 for Hi-Tec shoes - been sloshing through the rain. Received a confirmation o f the order. Then, an update 03/07/2026 stating item will only arrive mid-July. 2nd update - items not expected to arrive around August. I have requested a refund today and will keep you posted. Disappointing to have paid for something that you haven't received - why list an item when it's out of stock?
Hi Deb, I can see that our team have cancelled… Read more
Find out how Brand House Direct compares to other Footwear Shops & Brands
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I purchased a pair of Archline slippers because their website said fast shipping within 4-8 days. After 2 weeks without any notification that the slippers had been shipped, I rang them 3 times before I was finally sent an email apologizing for the delay and that they would expedite shipping in the next few days. I eventually received the slippers… Read more
nearly 1 month after placing the order. The slippers were fine, no complaints, but the customer service was pathetic. I don't mind if shipping problems arise but to be left in the dark without any explanation made me angry. Consequently I will never shop with them again. I gave 2 reviews (both 3 star) at their request neither of which they have posted. That might explain why their reviews are mostly 5s, they just weed out ones they don't like.
Recent reviews
Great quality. I purchased 2 pairs of shoes, exactly what I ordered, perfect sizing and the delivery time was amazing. I received my purchase in just 2 days after ordering. My new shoe shop. Show details
All the boots and sandles I received were excellent very satisfied, the delivery was very quick but the delivery people kept saying couldn’t deliver and I was in so had to pick them up elsewhere but the products were all so great quality. Show details
Bought hiking shoes that I found were not as good as looked (and also bit small width wise), got refunded OK but lost the original shipping $12 and had to pay for return postage $12. I don't find the shipping policy reasonable for an online company, so won't be buying from them again. Show details
Hi Igor, I am sorry to hear that they didn't… Read more
Day 11 still order not dispatched, called customer service it's with dispatch you'll receive tracking in 1 - 2 days...which I was told in the 29th May I strongly suggest you never deal with this company it's the worst! 11 DAYS paid for in full and can't even get any help or a proper answer Just staggering! Worst company ever!
Hi can you please advise your order number?
I bought Homyped slippers. I used to buy them but haven't seen them anywhere for years. Very surprised and happy to see them on Brand House Direct. I was not home when they were delivered but was able to pick them up at my local post office a couple of days latter. Very easy. Show details
Cabello Comfort 5072-27 are light & extremely comfortable. Cabello Comfort Cyra are comfortable but a bit heavy, which you can't tell by the photo. However having the sole stitched onto the shoe is essential for me because glued on soles come apart easily with the way I walk. Shopping, delivery & return process was fast & easy. Fantastic service. Show details
Follow-up · Cabello Comfort 5072-27 are the best shoes for me. I've bought them before. Considering my abnormal walking pattern, they hold up well in regards to wear and tear and are light weight. Cabello Comfort Cyra is a bit heavy and cumbersome and the rubber soles wear away easily. Other than that they're not bad.
Have been buying wide fit shoes from Brand House for a while now. They have a great selection of shoes to choose from that are good quality and value for money. One happy customer - thank you!
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Hi Andew, I am sorry to hear that you have an… Read more (+4 replies)