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: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.

• Initial Complaint

  Date:05/02/2024

  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 made 2 payments of $34.69 to afterpay for a total of $69.38 for my two dresses (one try on and brought a whole one). For those two dresses it would cost $138.77 including shipping, taxes, etc. I retirned the dresses. There was a "restock fee" of $10 and using their shipment label of fee of $9. I only receive a $19.38 refund? I should have received at least a $50 refund! THAT IS STEALING! Do NOT do business with this company. They are not honest in their policies! Their policies are insane to begin with, but to not be honest in your refund policy and steal from your customers is crazy and terrible for business. Find another bridal place like Azazie, even ***** is more reliable!

  Business Response

  Date: 05/03/2024

  3844149499_2, the try-on order value of USD 10.06 is non-refundable. Upon checking, regarding order 3844149499_1, the refund we have issued is USD 89.28.

  
  Therefore, we have no idea about the $19.89, and $69.38 you mentioned. We suggest you contact Afterpay if these amounts are coming from there. Also please provide related proof to our customer service team who will help check with our financial department if you need our help.

• Initial Complaint

  Date:02/27/2024

  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.

  There is zero quality control and you will get a dress that is wildly different from the color of the swatch or even the color of a dress of the same color. We ordered two dresses from there in the same color based off the swatch we got before. One is so dark it's almost brown, when it's supposed to be champagne, and doesn't match at all the one on the left or the swatch. Their customer service is a joke and basically said I should have asked them to match them when ordered, which is the most asinine thing I've heard. They refuse to provide free return shipping or to waive the restocking fee, even though this is their fault for the worst quality control I've ever seen.

  Business Response

  Date: 02/28/2024

  Thank you for your email.
  
  Yes, the colour difference would not be avoided since they are made of different batches of fabrics. 
  
  Our after-sales team has offered their solutions. Please kindly have a check. 

• Initial Complaint

  Date:01/31/2024

  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 ordered a custom sized mother of the bride dress after consulting with customer support where they suggested I opt for a custom dress. I then proceeded to provide measurements taken in accordance to the website instructions.When my dress arrived, I was was able to put the dress on, but the construction was flawed and I could not move my arms more than 2 inches above my waist. The dress was satin and provided no flex and had extremely limited arm movement. I am unable to wear the dress to the wedding and had to make a last minute purchase somewhere else so Id have something in time for my daughters wedding!** House has not provided a refund due to custom order policy but the fault lies with the dress construction!I have sent a complaint to management after being denied a refund after my original complaint. I have not yet heard a response from management.Order #**********

  Business Response

  Date: 02/01/2024

  Thanks for your feedback.
  
  After confirmation with our dressmaker, we made the correct dress based on your measurements. If we put too much room for the satin dress, the style would change and will look bulky. We appreciate your understanding in this situation.

  Our After sales agent has provided solutions for you. Please kindly keep in touch.
  
  Thanks for your time.

• Initial Complaint

  Date:12/18/2023

  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 couple of bridesmaids dresses for a wedding coming up soon. I paid for EXPEDITED SHIPPING . The latest the dresses shouldve arrived was December 13th. It is now December 17th and just says departed from ***** . I opened a ticket and they only offered me a COUPON for my next purchase. Like no I dont want another dress purchase wtf? I want the service that I paid for !!! Or a refund

  Business Response

  Date: 12/19/2023

  Thanks for contacting us.

  May I confirm if your order number is 7553507229?

  After confirmation, we did use the expedited shipping DHL, with the tracking number 4520227036.

  Here's the tracking link for your reference.

  *************************************************************************************************************************************

  We are sorry for the delay caused by the logistics issue and have been checking with DHL about the latest status.

  We will get back to you ASAP when we get the newest information.

  To show our apology, we will issue a refund of the shipping costs for you.

  Thanks for your time.

• Initial Complaint

  Date:11/26/2023

  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 purchased a bridesmaid dress and paid the total price. The dress did not fit even though I used their measurements. They ended up still charging me all these fees and a restocking fee.

  Business Response

  Date: 11/27/2023

  Thanks for your message on the BBB platform.

  We followed the return policy and would charge restocking fees for the full-price dresses.

  If customers just want to feel the size and quality of the dresses, we provide a try-before-buy program to meet their needs.

  In this situation, to value your shopping experience, the 10% restocking fee has been applied and will be issued within 24 hours.

  Thanks for your time.

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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 11/3/23 2 "TRY ON" DRESSES and one paid in full dress. The try on dresses were not material in description. Printed return label, per return policy listed I would be charged $10.00 per dresses to try on and shipping if returned. Just after printing the return label I received email stating the try on dresses were not returnable.... then I went on line to cancel the order for the third dress since It has not been shipped yet. Got email immediately stating the third dresses is not returnable and the refund policy has changed ,plus I will be charged full amount for the first two dresses also.i have had to close the credit card I used for the transaction do they don't charge me for the two dresses that are on the way back to them.

  Business Response

  Date: 11/14/2023

  Dear customer,
  
  The ********** was split into two 2583596371_2 and 2583596371_1.
  
  2583596371_2 contains 2 try-on dresses. The fees you pay for the try-on dresses will not be refunded. It helps to cover the cost of shipping the dresses to you and back to us. This doesn't even fully cover those costs. Because of this, we are unable to refund these fees or apply them to future orders.
  
  Please kindly check the return policy on our website.
  
  **********************************************************************************
  
  Regarding order 2583596371_1, our agent has responded to you in ticket **************. Order cancellation policy is shown as: *****************************************************************

  Please kindly reply to us if you confirm to cancel the order.

• Initial Complaint

  Date:11/01/2023

  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 for a wedding and it was the wrong size. **'s approved my return but after reading reviews from other customers, I reordered the same dress in the correct size in anticipation of a long time before I received the refund. When the returned dress was received by **'s, as they informed me via email, I was told I would receive a refund. After waiting 14 days, I contacted the company as to the status of my refund. I then received an email that my request was closed. I contacted them again and they denied they received the returned dress. I forwarded to them their email to me that stated they had received the returned item. They then informed me that they have no record of receiving the returned dress and I needed to provide them proof that they had received the returned item. As I have already done so, I am tired of their run around and just want my money back.

  Business Response

  Date: 11/02/2023

  Thanks for contacting us.

  Please understand that we have refunded the item value for the dress we received. The shipping fees are non-refundable since they are already been paid to the third parties.

  We would like to process the refund for the other dress, but our warehouse confirmed that we only received one.

  Could you possibly send us the receipt showing the weight of the parcel when you send it out? If it's correct, we will absolutely issue the refund quickly.

  Please kindly reply to our ticket with the pictures. Thanks for your cooperation.