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Line J.

Contributor Level

Total Points
190

1 Review by Line

  • JJ's House

4/27/16

I bought a dress from these guys that looked stunning in the pictures. They had a huge selection which was great, so that I could select a style that suited my body type. I picked my UK size, and off we went. It arrived just at the end of the window they had estimated, from China. The dress was of poor quality, sequins and lace looked and felt so cheap (couldn't see these in the pictures), and it was so small I couldn't get into it, so I was not prepared to send a photo as I would be half-starkers in it, although this is a requirement for a refund. It took several messages before they would authorise a refund and when they finally did, I had a week to have it returned to an address in Manchester, or they said they held the right to refuse a refund if it was returned to them by any later than 7 days. I sent it immediately, tracked (definitely do this!), and a week later I still hadn't had my refund, which should have happened instantaneously as I paid with PayPal (not PayPal credit card). They said they had checked with the logistics department and that my dress had not been received! They asked what postal service I had used, and if I had a tracking number, which confirmed to them, and they had received it a week before. Had I not had a tracking number they would have denied all knowledge of receiving it back, so please ensure you do this if you do bother with them. They then proceeded to tell me they were 'processing' my refund and they would send an email to confirm when it had been done. A day later I was fed up, and told them if I had not received the refund by the end of that day, I would take it up with PayPal. Surprise surprise I hadn't, so I requested a refund via PayPal. That worked! Got my money back, but no postage, despite them sending the wrong dress size (postage is £17, as well as First class tracked to return it). I opted instead for a wedding dress from Debenhams and the quality is 10 times better for only twice the price, and returns are hassle-free. You know what they say, buy cheap, buy twice. Sorry JJ's house, but you need to improve your quality, sizing issues, and customer service.
Ps. Do not give them you mobile number. Within a few days of requesting the refund I received the following text message from an unknown email: "Hi hope you're both well. I saw this and thought of you for ideas for the wedding" followed by a random hyperlink which looked like nothing to do with weddings in the title. I didn't click it, but JJ's house are the only folk I've given that mobile number to, about my wedding.

Update as at 29th April 2016:
JjsHouse customer services have been in touch with me on several occasions since the publishing of this review. They have tried their best to resolve matters, and resolving matters means:
- issuing me with a refund for the £17 postage, and the £3.90 postage I paid to return it to them.

However, the refund of my postage will only occur if I remove this review, and replace it with a 5-star review. Unfortunately, I have a strong sense of what is right and wrong, and this feels wrong and I will therefore not be removing this review but will say that their post-review customer service has been very attentive. Emily in particular has been very polite and proactive, however it is simply not in my nature to behave this way (removing a fair review and replacing with a 5-star review) to my fellow ladies. The last thing any girl needs is this additional stress and hassle this could cause when organising her wedding, especially the potential waste of money, the deceipt around non-receipt of dress to return address, the slow despatch after payment, the ill-fitting poor quality dress, I could go on.
If JJHouse send me a refund for the postage any way, as a gesture of good will, I will of course update this review. I have added one extra star, but still 2/5.

Update as at 5 May:
JJ'sHouse have now refunded me the original cost they charged me for delivery of the dress I bought from them from China. £17. It's appreciated thank you. I was not expecting that, as I said I would not be removing this fair and accurate review in any case, only that I would update it, as I am doing here.

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