Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dress was for my daughters first communion today. It said delivery April 24. Today is may 3. Now dates continue to change They have no number or help desk I've tried reaching out and requesting a call and I submitted report to ****** I just want a full result due to item never coming and no longer needed

  Business Response

  Date: 05/04/2025

  Dear Customer,

  We have reviewed your order, and it was scheduled to be delivered between April 24 and May 1. However, it is still in transit and may take a few more days to arrive. We understand the inconvenience this may cause and want to resolve the issue for you. Our customer service team has already reached out to offer a satisfactory solution.

  Thank you for your patience, and please don't hesitate to contact us if you need further assistance.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress and submitted custom measurements (professional seamstress did my measurements prior to submitting order). I received the dress and it is clearly not according to my measurements given to JJs House. I took the dress to my seamstress and he agreed the measurements on the dress are not the measurements given to JJs House. There is no way to do an alteration on the dress w/o completely taking the dress apart. This would cost more than what I paid for the dress (I paid $306.00). JJs House doesn't offer an option to return it b/c it is custom order. I emailed customer service and there has been no response. I understand a custom order dress not being returned but if it is an error on their end, they should compensate the buyer. I submitted pictures to JJs House showing the issue. The pictures show the band is crooked and dress should be form fitting. I have a size 29 waist, 36 bust and hips

  Business Response

  Date: 05/04/2025

  Thank you for your feedback and patience.

  After thoroughly reviewing your order, we found that the dress was made according to the measurements you provided. To clarify this, we sent you quality control photos before shipment, showing that the dress was crafted based on the measurements given.

  Upon receiving your concern, we promptly reached out and provided a solution, which we are pleased to know you have accepted. We hope this resolution helps alleviate the inconvenience you experienced.

  We are committed to providing high-quality products and customer service, and if you have any further questions or require assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: ********** Order Total: US$ ***** Order Status: All Completed Order Date: 2025-04-11 I ordered a try at home dress from company. They have a strict return 7 day policy. I received the dress on Friday the 18th, it was too small, so I went on website copied my return postage and brought to **** Unfortunately, I sent back the wrong dress in the package, so I needed another return code to ship the correct item back.I have tried numerous times to get in touch with them through chat, email, and website forms. All say they will respond in 24hr.this is the original mailing return # HRM7C5JU which was mailed back to them on 4/18/25 *** will not let me use this code again since it has already been used.They are not in my junk mail

  Business Response

  Date: 04/27/2025

  Dear Customer,

  We are glad that your problem was solve by our customer service agent. Please feel free to contact them if you have other concerns.

  Have a nice day.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bridesmaids dress and the recieved a delivery notification. I immediately went to check the mail room and adjacent buildings and my item was not there. I continue to check everyday in case the delivery service marked it delivered early since the original delivery date was supposed to be on April 19th and it's only the 17th. I have no dress for a wedding that's happening next week's and there is no way to get in touch with a live person from this store. Do not use them.

  Business Response

  Date: 04/21/2025

  Dear Customer,

  We checked the conversation between you and our customer service agent. We are glad that you have received your order. Hope you like our dress :)

  Have a nice day.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an ivory custom dress from JJ's House. There were several issues:1. The custom dimensions came in wrong and the front of the dress measured 60" (3" longer than specified). The back of the dress measured the correct 57". So I trip when trying to walk, they left the worst part long. 2. The pockets SHOW through the fabric. (see photo)3. The color is pure white, not ivory, not even a little.4. The fabric is extremely poor quality.When I contacted them about these issues of the order being made wrong they denied it and sent me a blurry photo of someone holding a measuring tape "proving it was the right size". It proved nothing, and I have a tape measure too and know that it doesn't measure to the correct size. They blamed me for ordering a light colored fabric with pockets, as if I should have expected the pockets to show through. They offered no resolution. I will have to hire a tailor to fix these issues in a brand new custom dress. Because it was a custom length they won't return it, even though it actually didn't come in the right size. Dealing with their customer service was infuriating.

  Business Response

  Date: 03/11/2025

  Dear Customer,

  We noticed that you have contacted our after-sales service team and accepted the solution provided by our customer service team. If you are not satisfied with the solution, we recommend replying to their message and sharing your concerns. They will continue working to resolve the issue.
  

  Thank you for your feedback and understanding. 

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to start by saying. I do not live in a gated community and my house is free standing and Ive lived in this house for 8 years and have had many deliveries to my house without any issues. I ordered a brides maid dress from JJH and I am being told they cant deliver it because they couldnt gain access to my community and I have to make special arrangements to retrieve my package. Now I also took time off work and have been at home everyday for a week since last Saturday and like I said its not a gated community and therefore it is false that they cant get access to my house when everyone is driving through this subdivision so the delievery attempt is false. And secondly no one answered that cant be true I was home the whole day and spent a good amount of time outside washing my daughters car. I need this company to deliever my dress as my friends wedding is fast approaching. I paid for shipping and shipping needs to be completed. If anyone is reading this I suggest you purchase from a company thats us based. This one comes from *****.

  Business Response

  Date: 02/11/2025

  Thanks for contacting us.

  Upon checking, we are glad to see that your item was received. Please kindly reach out to our team if you have any further issues.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dress from JJ House. I received a crushed, ripped open box along with the plastic on the inside which should have been protecting the dress, wide opened and exposed. There was no return label, receipt or any paperwork. Due to the condition of this shipment I asked for a rerun and they are refusing to work with me. I sent several pictures and they continue to ask for more details yet the pictures are time stamped and clear. There are numerous emails with this request made by me and an inability to speak directly with someone. I paid for this item in full plus shipping charges and they refuse to stand behind their product and shipping as a company but had no problem taking my money immediately.They sent an email with generic options to choose from and an unwillingness to refund upon several requests.

  Business Response

  Date: 11/12/2024

  Thanks for contacting us here.

  Upon checking, we have not received your pictures showing that the dresses were damaged.

  In this situation, our team member has provided a free return label and waived the restocking fee for you. Please return the item using the label provided.

  Thanks for your time.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bridesmaid dress to wear in a friend's wedding. The dress has several stains on one sleeve and a fairly large tear right by the zipper. They call these minor defects. These are not minor defects when it's a dress you'll be wearing in a wedding. They shouldn't be selling garbage like this without pictures showing the damage so you can see what you're getting. I now have no time to return the dress and order a new one because shipping is so slow. Their customer service isn't helpful. They don't actually read what you write and respond to that, they just respond blindly and are no help.

  Business Response

  Date: 10/14/2024

  Thanks for contacting us.

  As stated in our policy, the dress is a final sale, therefore it is non-refundable.

  However, our customer service team has made an exception for you by offering several options.

  If you don't have time to get a new one, we would suggest you keep it with our promised partial refund. If you want a full refund instead, you may need to return the dress to us with the label provided.

  Thanks for your time.

  Customer Answer

  Date: 10/15/2024

  The issue is you shouldn't be selling bridesmaid dresses in this condition without having pictures of the damage for the buyer to see ahead of time. If I had known the dress would be in this condition I wouldn't have purchased it to begin with. 

  Business Response

  Date: 10/16/2024

  The dress is indeed a final sale one with a discounted price and we have indicated it on the website.

  If customers want a new one, they have the options to proceed with the full price.

  Now, we have informed the customer that we accept a full refund with a return to settle the issue and close this case. It will be processed after we receive the dress.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get my money refunded on an item I ordered on 6/30/24 online at JJ's House for a dress #*****, specifically called Empire Scoop Illusion Knee Length Chiffon Lace Mother of the Bride dress with sequins beading, in black, size 12, in the dollar amount of $176.84 US dollars. The dress arrived and didn't fit, so I reached out to the company as how to do a return. I generated a return label from the company on my computer, and dropped the package off at the ******************, IL *** store, approximately 2 and 1/2 weeks ago. Never heard a word from JJ's house regarding the refund **** When I texted them, they claimed they never got the return, even after I texted them the tracking no. on the label they sent me, which is 1ZB35H389002907948. I do not have in my possession the receipt i got from *** when I dropped the package off there. Went to the *** store where I dropped off the package and they claim they have no record of it being dropped off when they enter the tracking no. I provided them. I KNOW I DROPPED THAT PACKAGE OFF. I am so stuck as to what to do. No one is helping me and I am out they money that was charged to my account.

  Business Response

  Date: 07/30/2024

  Thank you for reaching out to us.

  After reviewing the situation, we have confirmed that we have not yet received the return package, and therefore, the refund has not been processed. According to the tracking information, *** has not received the package.
  We recommend that you follow up with *** to confirm the status of the parcel. You might also consider reviewing any available surveillance footage or contacting the local authorities for further assistance if you confirmed that you have dropped the parcel..
  
  
  
  

  
  

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the A - Line Cold Shoulder Square Floor-Length Chiffon Bridesmaid Dress with ruffle #****** on 4/12/2024. The dress had burn holes in it, I immediately reached out to their customer service via email and chat as they only give 14 days to refund/return. I spoke with *** when the dress first arrived and again today via chat, she kept providing me email address ******************** and refunds for damaged items werent accepted. I would have to return the dress, pay shipping as well as a restock fee. She even stated that I would have to send an email to the on above for further assistance, when I pointed out that looked like a fake email she responded with thank you for your understanding. I reached out again and spoke with ***** who gave me an email address of: ***************** which is not their email and stated that damaged items were allowed to be returned but I would have to pay the restock fee and shipping. I also emailed them at ************************************ and never received a response. Each time I referenced their return policy for damaged items I started posting on their TikTok page about the issue and immediately got blocked, once I opened a dispute with my bank 3 weeks later after getting nowhere with JJ House. Once the charge back was posted JJ House responded to my 3rd ticket, offering a full refund. I paid $108 for the dress, the dress itself cost $99, but they only refunded me $92.60, I reached out again asking why I did not receive a full refund per their own policy and have not received a response.

  Business Response

  Date: 05/25/2024

  We apologize for any inconvenience caused.

  After reviewing the matter, our customer service team has provided solutions to resolve your concern. The full refund for the item value has been processed and issued. The initial refund amount of USD 92.6 was based on the received amount at that time.

  To provide clarity, here is the breakdown: item value 99 + taxes 3.6 - coupon 10 = 92.6.

  Thank you for your time.

  Customer Answer

  Date: 05/27/2024

  Per JJ House Damaged, Defective, or Mis-Shipped Items policy: 
  JJ's House will issue a full refund including shipping for any damaged, defective, or mis-shipped items if reported within 14 days of delivery. 
  

  I reported the issue within a timely manner, your customer service team continued to give me the run around. I paid $109 for the dress only for it to arrive damaged. I believe per your Damaged, Defective, or Mis-Shipped Items policy a full refund including shipping is owed. 

  Business Response

  Date: 05/28/2024

  Please kindly check the ticket 17091515889965 where our customer service provided solutions.

  The second refund is under process.

  We appreciate your patience in waiting.

  Thanks for your time.