Overview
JJ's House has a rating of 3.7 stars from 3,073 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with JJ's House most frequently mention customer service, wedding dress and good quality. JJ's House ranks 3rd among Wedding Dresses sites.
Don't trust JJhouse! I ordered 3 dresses since 10/30/22 and still haven't received them.Then Scheduled arrival was 11/16-29/22 Today is 12/09/22 and it's close to the new year. If you see this don't waste your money because you most likely won't get the order. It's been over a month.
I ordered dress in plenty of time. Several conversations regarding not receiving it when promised, on the first date(s), took place (see picture from 7/22. Dates on bottom right). Another promised date came and went as did the event. If you return your item(s) plan on getting back significantly less than you paid. They have various fees that are subtracted from your purchase price. Their response: "We understand your feelings and frustrations" and then they continued listing the five fees that would be included: "5% restocking fee..., shipping fee, label fee, part of the VAT, and shipping insurance."
Thanks for your review here.
We are sorry for any inconvenience caused. But please understand that adding items to your previous order does increase the processing time. Nearly all of our products are made from scratch, so the extra tailoring time might be needed since you added two items. The new estimated delivery time was notified as well. In your case, our team tried hard to speed up processing your orders as requested and we appreciate your understanding here.Please feel free to contact us if you need further help.
Told me it'd be $8 to return, but charged me $25 and refused to honor it. I spent $119 and only got $85 returned. Also, they sew bra cups into their garments not taking into account that all body types are different. I had 4 breasts in that dress. Also, the hem for the lining was straight, the top layer was handkerchief chiffon, creating an ugly silhouette.
Dear Jennifer B,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. For the built-in bra, if you don't like it, you can inform us to remove it. Please kindly understand that the original shipping fee has been paid to the logistic company already once shipping out, so when we issued the refund, the shipping fee will not be issued. But considering your shopping experience, we will cover your loss.
Thank you for your cooperation in advance. Hope to hear from you soon.
They sent me a defected dress with uneven lining and refused to refund saying you can't return final sale items. The color they showed in the picture was totally different than the one I received as well. This store is such a joke and I honestly regret buying anything from them after seeing the terrible customer service.
Update: The company refers in their comment to that box of terms and conditions you check which says that final piece items may have minor defects, and the one I received has a MAJOR defect. They also say here we sent you an email with suggested solutions and I don't find it anywhere!
Dear customer,
Thank you for your feedback.
The color shown on our website is picture color, and the item you choose is color = Chocolate. So of course there will be color difference.
And before checking out, you were also asked to tick on the box and accept the terms and conditions below:
• Each Sample Item has been visually inspected, cleaned, and refurbished.
• Some Sample Items may have minor imperfections that are not shown in the pictures.
• All Sample Sale items are final sale and not returnable or exchangeable.
Please be assured we would solve the issue properly. We have sent the solutions to your email. Please check your email and if you have any further question, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
I'm having issues with logging into my account and haven't received any response back from customer service. I purchased three dresses and have spent a lot of money. I'm worried my wedding dress won't arrive on time and can't reach anyone. Disappointed.
Dear customer,
Thank you for your feedback.
We do apologize but we are wondering if the email address you used to log in is the same when you place the order? Here is the tracking number 7904337523 and you can track the order here:
https://www.dhl.com/en/express/tracking.html?AWB=7904337523&brand=DHL
Please contact us if you need any further help.
Up until recently I never had a bad thing to say about them but they have gone downhill in my books very fast! A friend had ordered a dress in JANUARY that was to be dispatched February 15. No dispatch email came. So we contacted them through email and Facebook. Got one response off them on messenger to say they'll email my friend regarding her dress. It is now February 21st and still no email and now they won't answer our queries! She then posted a negative review here and they contacted her immediately! They said they will refund her if she takes the bad review down! Absolutely disgraceful customer service I'm never recommending JJ's House to anyone ever again!
Placed an order almost a month ago, no order & good luck trying to get in contact with someone. Checked with their customer service prior to placing order re: shipping & return policy, items ordered were not "custom" but standard size items, seems I was sold a lot of bs, when I stated to cancel my order they then responded they would only refund 40% of my almost $300 that they debited right away. How are these people able to get away with this nonsense? Does anyone have advise how to resolve with these people? Can the Better Business Bureau help?
Dear customer,
Thank you for your feedback.
We do apologize for the inconvenience caused. We do accept returns after receiving. But during the processing time, we can not issue a full refund. You can refer to our return&refund policy:
https://www.jjshouse.com/about/help.php?page_id=198
CANCELLATION POLICY
All our items are made-to-order, including standard size items, with this in mind, please refer to our cancellation policy below:
• Unpaid orders are automatically cancelled after 1 day.
• Cancel order within 24 hours of payment for a full refund.
• Cancel order 24–72 hours after payment: 80% refund + shipping fee.
• Cancel order 72-120 hours after payment: 50% refund + shipping fee.
• Cancel order > 120 hours after payment: Refund of shipping fee only.
• Once your order is shipped, it cannot be cancelled.
We have sent the solutions to your email. Please check your email and if you have any further question, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
I ordered a dress, took almost a month to arrive, and the "off shoulder" sit for the straps is bulky and doesn't lay on the arms, as well as it smells strongly of fish. I asked to send it back immediately and they want 10% restocking fee even though I am returning with tags right away. I also ordered two necklaces (matching ones) for kids and one stretches and the other doesn't even get over a small kids head. They also are making me pay to ship it back. I am now out almost $40 because of their poor quality items.
Thanks for your review here.
We apologize for the inconvenience caused and would like to address it promptly. The free return label has been sent to your email address to help facilitate the process. After checking, the necklace set is Elastic(A bracelet and a necklace). Therefore, we may recommend stretching it to meet your needs and the shorter one is only for the wrist. Meanwhile, the feedback has been forwarded to our QA department for further improvement.
We would thank you a lot for bringing this issue to our attention.
Thanks for your time.
Never received the item. Order stated as completed on website. Would not send a replacement. Had to pay for two dresses. Did not honor shipping insurance - don't bother paying it, it means nothing. After a month and a half and a wedding in two weeks they refuse to acknowledge something is not right and will not help with resolving the issue. Very generic, cut and paste responses by email. Unable to be reached by phone. Frustrating, infuriating and awful business practices
Thank you for your review. We are sorry for the inconvenience caused.
Here we checked that you have filed a Chargeback dispute, our customer service will contact you soon. Please be assured that we will keep on solving your problem to your satisfaction.
Thank you again for your time. Please contact us by email if you need any further assistance.
Before purchasing 3 dresses the chat agent told me I could return my order if they didn't fit or the style was not right for the event. After, placing the order I received an email and message on the app asking which one was I actually going to keep…. I purchased standard sizes and styles, nothing custom made. Very upset with their customer service.
Dear customer,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. To help solve the problem in a timely manner, could you please give us your order number so that we can continue to deal with your case? You can reply here directly.
Thank you for your cooperation in advance. Hope to hear from you soon.
In the event of a cancellation, even prior to ship date, they somehow justify keeping 20% of your money. The communication with the company is complex and slow justifying pushing my cancellation past the 72-hour time frame. I will not be doing any additional business with this company as it seems cancellations are a profit center.
Dear sharon,
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
Please understand that nearly all our items are made from scratch, including the standard ones and if the customer cancels order, we have to bear the loss of the material and labor. So we will do partial refund according to different cancellation time. And we clearly stated these in our Order Cancellation Policy.
But for your shopping experience, we have sent the solutions to your email.
If you have any further question, please feel free to contact us again.
Horrible products & customer service is even worse. I ordered 2 pairs of shoes from this company only to have them send me shoes with glue all over the heels of both pairs of shoes and the soles coming up all over the place on both pairs. I also paid $20 extra for shipping that was not so speedy. Yet and still I only asked for a $20 refund which they did not agree to. Do not be fooled by the reviews on the site itself, I'm 99.9% sure they delete all bad reviews especially since after you submit one it says that they are monitored.
I tried returning a dress that had damaged fabric when it arrived. After jumping through all the hoops of their return maze (submitting forms, sending photos, emails, etc.) the return was never accepted within the return window. Ridiculous and false promises with the return policy. They should just be honest and say no returns accepted!
Dear customer,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. To help solve the problem in a timely manner, could you please give us your order number so that we can continue to deal with your case? You can reply here directly.
Thank you for your cooperation in advance. Hope to hear from you soon.
It is NOT a trust store at all. They sent me a dress that is damaged, has a very poor quality and several markings, which are clearly visible over all on the dress, particularly on the front side. I cannot wear this dress at all.
The dress costed 158. After an intensive exchange of messages, they offered a maximum refund of only 40%(ca. 62)!
Also, I had described this situation in my review at JJsHouse website and it is nowhere to be seen on their website. This explains the fact that you can only see positive reviews on their website.
Upon receiving 2 custom made bridesmaid dresses and being very disappointed with them, JJ's House was very quick to offer support and assistance in returning and refunding the money against their own return policy. The quality of the products definitely needs to be looked at but the service is fantastic.
Dear customer,
We are glad to hear that your case is resolved to your satisfaction. Thank you for updating us on it. For any issues, you may send emails to feedback@jjshouse.com with the title ”SJ + your order number + your issue”. We will be always at your service.
Thank you for your kind understanding and support.
JJsHouse service team
Feedback@jjshouse com
Provided all accurate requested measurements, and more sizing info in comments, when ordering a custom order dress. The custom dress was sewn beautifully, but was made about 3 sizes too big across bust and shoulders. The collar design means it can't be altered locally and even if it could, the alterations would be substantially expensive. It looks like the company wants to make things right. I wish the dress was right as it is quite a nice piece.
Dear Susan I.,
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
We do apologize that the custom dress doesn't fit you well. We do it strictly to the measurements provided. For other measurements, we will make it according to the measurements you provided. Actually you can also inform us your all measurements and our order-processing department will inform the makers. Please be assured we would solve the issue properly. We have sent the return form and label to you for twice. But it seems that you can not see it. Could you please kindly check the email we sent again for details? Please check your email and if you have any further question, please feel free to contact us again.
Thank you for your cooperation in advance. Hope to hear from you soon.
I am very disappointed in this company. How can you take someone's money and not deliver what you charged for? Disgusting and distasteful. I ordered a dress which was supposed to arrive between 17-21. The dress didn't arrive neither do I get an update on the status of the order. Bad experience and never ordering again
Update:
Dear Marvele,
We have been following up your case as soon as you contacted us. It shows that your problem has been sloved. If you have further problems, please feel free to let us know. We are always at your service ❤️
Have a nice day.
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Replied on Dec 28th:
Dear Marvele,
Hope you have a nice day. We received your complaint and we are sorry to hear that you have not received your order.
After checking your order was shipped out on December 11th and it is still in transit now. We are sorry that your parcel was delayed. Your shopping experience is very important to us. The solution and updated logistics information has been sent to you. Please check you mailbox at your convenience.
Actually, you can contact our customer service to check it. As long as you contact us, we will definitely solve the problem for you~
Thank you for your time.
My dress is supposed to be a US 20 with all the measurements that entails. I got the dress today and it is a full 6 inches smaller on every measurement that they claim that it should be. I can take in, but I can't let out half a foot. Total waste of time and money. Now, I must search for another dress for my daughter's wedding next month.
Also, the champagne I got is very gold. I am not sure the color is correct. Super thin dress, cheap materials. Very dissatisfied with this purchase.
Update：
Dear Momma，
We have sent email to your mailbox but got no response. Could you please reply to us so we can solve the problem for you as soon as possible?
Thank you for your understand and looking forward to your reply.
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Replied on Feb 14th:
Dear Momma，
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
We are sorry that the dress did not meet your expectations. Normally, our dresses are made according to the size chart. On the basis of that, the dress will allow for some stretching room for the wearer. However, you told us your dress is smaller. We attach great importance to this problem and have sent you an email to learn more about the situation.
Due to shooting or display reasons, the picture will deviate from the actual product. We are sorry for the colour aberration due to camera, light, shooting angles, displayers etc.
Thank you for your time. Hope to hear from you soon.
Ordered a dress for mother of the bride, pictures looked amazing. Paid extra fees for the additional shipping cost.
The dress arrived in a small bag, pulled so tightly that it was unbelievable. Who would ship an expensive gown in that tiny box, air must have been vacuumed out to shrink it down.
What a disappointment! So wrinkled and creases all over the gown!
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. To help solve the problem in a timely manner, could you please give us your order number so that we can continue to deal with your case? You can reply here directly.
Thank you for your cooperation in advance. Hope to hear from you soon.
I ordered a dress and matching skirt on this site to wear to a wedding. The dress had a few custom measurements about the waist but somehow they sent it cut at the wrong length? The skirt was reportedly delivered but I never received it. When I contacted them (multiple times) they refused to take responsibility and made me inquire with THEIR carriers. They offered a 40% discount - making me bear the brunt of a loss that was their duty to prevent. Now I'm out $330 with no outfit for my event. I will never give them business again!
Update:
Ok, this is rich. I called my credit card company to dispute the charge and when I explained the situation with the rep - without even hearing the name of the company - she goes, 'Is that JJ's House? My wedding was last year and they lost my dress twice and finally delivered the third time. Then they fought me on the refunds for the first two missing orders!' Apparently, this is a pattern with them.
Dear Betsy,
We are sorry for the inconvenience caused.
Here we checked that you have filed a Paypal dispute. Our dispute specialist will be following up your case. Please be assured that we will keep on solving your problem to your satisfaction.
Thank you again for your time.
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Dear Betsy,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. To help solve the problem in a timely manner, could you please give us your order number so that we can continue to deal with your case? You can reply here directly.
Thank you for your cooperation in advance. Hope to hear from you soon.
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Update:
Dear Marie E,
We have been following up your case as soon as you contacted us. It shows that you accepted our updated solutions as agreed. If you have further problems, please feel free to let us know. We are always at your service ❤️
Have a nice day.
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Replied on Dec 10th:
Dear Marie E,
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
We are sorry that the order was delayed due to some adjustments caused by Covid-19. After checking, the items your ordered are very popular, especially before Christma. So it needs long tailoring time, we have announced it (12-20 Days) on the website. But do not worry, we are checking the delivery date of the package. And we care about your shopping experience, we have sent the solutions to your email.
Actually, you can contact our customer service to check it. As long as you contact us, we will definitely solve the problem for you~
If you have any further questions, please do not hesitate to contact us again.