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:02/22/2023

  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.

  On 2/18/23 I purchased a dress from this company for a wedding. Unfortunately, the very next morning, the bride changed up their colors and dress styles she was wanting. On their confirmation email they have an option to cancel an order as long as it's not currently shipped, I went through the process to ensure my order gets canceled as I had just placed it less than 24 hours ago and it had not yet been shipped. I was supposed to receive a confirmation email that my order was canceled. By 3:27pm on 2/20/23, I had not received anything. They have no direct phone number for me to call so I went to their site and they have a LIVE Chat feature. I chatted with the representative, ****, who let me know that they are in ********* so it can take up to 24 hours to get a response. I waited per their instructions. Come 2/22/23 still no correspondence. I got back on the chat and the representative tells me that I waited too long and orders can be canceled but no refunds will be issued since it was after 24 hours since the time the order was placed....WHAT?! I canceled less than 24 hours apart from the time I ordered it. It is not the consumer's fault they take 24+ hours to see the message and respond. I asked for a manager, supervisor, anyone who can assist me and process my refund. She refused and said I will have to wait for an email. I asked for a contact phone number and **** provided me with a fake phone number that gives you a disconnected signal when you dial it. I asked several times for assistance and she said there was nobody who could help me. All I wanted was to get a confirmation that my order was canceled and a confirmation that the $106.99 they charged to my card, will be refunded. Nope, nobody can do that at their company. I even told them I wanted to buy a different dress from their site but she still could not do anything to assist me or transfer me to someone who could. Buyer, be aware!

  Business Response

  Date: 02/27/2023

  Dear BBB,

  
  We have checked and confirmed that the refund has been issued to the customer on *********.
  
  
  We have sent an email with proof to the customer.
  
  
  Feel free to contact us for anything else we can help. Have a nice day.:)

• Initial Complaint

  Date:02/07/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Ordered 4 dresses for daughter's homecoming events. The dresses arrived weeks later than promised and they were of AWFUL QUALITY. The fabrics smelled of chemicals and the material was not quality. The dresses did not fit and could not be worn. I attempted to return the dresses and the company would not respond to my emails. The company closed my ticket and did not resolve the issues that I raised.

  Business Response

  Date: 02/09/2023

  Dear BBB,

  Firstly let me to apologize for any inconvenience caused. 

  After checking, our customer service replied to the customer on 2022-10-02 but it seemd that the customer did not receive it.

  We are sorry that the dresses did not meet the customer's expectations. We have sent return label and instruction to her at ***********************. We will refund to her once we receive her return package.

  Thank you for your time. 

  Customer Answer

  Date: 03/30/2023

  I already filed a BBB complaint: ID#: ********. ********************** replied and indicated that I would receive a refund for the dresses that I return. I returned 2 of the 4 dresses for a refund. The dresses have been received by JJs House; however, I have not recevived the refund that I am due. I would like the refund that I am due issued.

• Initial Complaint

  Date:11/30/2022

  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.

  Dress ordered 11/7/22. It arrived a few weeks later. The dress was 8 inches shorter than ordered. EIGHT INCHES.******** has refused to refund expense incurred even though the order was the merchants' error.Supporting photos and information provided.

  Business Response

  Date: 12/11/2022

  Dear BBB,

  We are sorry for the inconvenience caused. After checking, the length 62 inches the customer provided was hollow to floor length but the dress the customer purchased was an ankle-Length dress, so we made some adjustments to the proportions to make the dress fit better.

  But ********** customer's shopping experience, we have sent the solution to customer. Please check the mailbox later.

  Thank you for your time.

  Customer Answer

  Date: 12/11/2022

   I ordered a CUSTOM dress and paid extra for it. I did not receive what I ordered (not even close).  I have returned the dress and have not received a refund. 

  This company is operating under deceptive trade practices. They are offering products, charging customers, then they say "sorry" when the product is not delivered.  They are frauds.

   

  It's no wonder that their BBB rating is F.

   

  I will continue to pursue avenues to obtain a full refund.

  Business Response

  Date: 12/12/2022

  Dear BBB,

  We are sorry for the inconvenience caused. We have refunded to the customer as per her request. The money will be deposited back into her account in **** working days, depending on the bank processing time. Please remind the customer to check her mailbox later.

  Thank you for your time.

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Ordered 3 dresses from JJsHouse on 9/16/22, Order # **********, paid the amount of $234.99. Order arrived on 9/26/22. Return authorization requested on 9/26/22 due to fit/style issues, return ID #******* was issued. Dresses were returned on 9/17/22 via ***** Tracking # **********************, on 9/29/22 @2:05pm. Submitted online inquiry requesting refund status. "********" emailed on 10/11/22 stating that parcel had not been delivered to warehouse and requested return receipt + tracking number. Return receipt + tracking number emailed to her on 10/12/22. Received email back stating that "Actually, after rechecking in our system, we find that it was delivered.." and further stated that a priority refund was applied for on my behalf and "If all goes well, you will get a confirmation email about the refund within 24 hours." As of today, 10/18/22, there has been no refund or email correspondence since 10/12/22. I would like the refund to be processed and issued immediately since this matter has been outstanding since late September. I feel like I have been scammed.

  Business Response

  Date: 10/18/2022

  Dear BBB,

  We are sorry for the inconvenience caused. We checked that we have received the return package. We will follow up with our relative department to refund to customer within 24 hours. The money will be deposited back into customer's account in **** working days, depending on the bank processing time.

  Thank you for your time.

  Customer Answer

  Date: 10/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:10/15/2022

  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 from JJ house on August 27th. The dress I received did not look like it did online in-person so I requested a refund. After several comments back and forth they finally said they would refund if I returned the item. On September 19th I shipped the dress via ************ I did not get tracking (I realize now this was a big mistake on my part) as it said that the package would be returned to my address at my expense if it did not get delivered. I have followed up with JJ house several times and they will not issue a refund without a tracking number. I was not aware of this at the time of shipping or I would have purchased tracking. I went to *********** yesterday and they informed me that it is common when shipping returns to the US for the company to scam customers by not issuing a refund with no tracking number and saying the package was never received even when it was. At the post office they also said by now it would have been received or returned to sender. I am now out $200 without even the option to get the dress back to try to sell it on my own to get some of my money back. This is a loss I simply cannot afford and I cant believe a business would do this.

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are sorry for the inconveniencce caused. We have explained to customer that we are not able to refund if the package is not delivered. According to the waybill number provided by the customer, we cannot query the logistics information of the package. We suggest customer provide the screenshot of delivery. Once we confirm the package is delivered, we will refund to customer.

  Thank you for your time.

• Initial Complaint

  Date:10/13/2022

  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 dress and it is to big and wanted to return it it was a 6 and I feel its not made the right size . They will not send me my money back or anything I have to pay and order another dress at same price for a wedding

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are sorry for the inconvenience caused. We have sent the solutions to customer on October 7 when customer contacted us. We sent the solutions to customer again just now. Sometimes our emails go to spam or junk folder so please kindly check that as well. Looking forward to customer's reply.

  Thank you for your time.

• Initial Complaint

  Date:10/13/2022

  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.

  This may not be the correct address for JJ's House that sells wedding and event dresses. I ordered a dress for a wedding I am attending. I returned the dress as it was too small. I received an email that my money had been refunded as of August 27, 2022. I have emailed at least 2 times since then. then the emails stopped. I don't have a print out as to the cost of the dress, but think it was approximately 150 dollars. I was told it would be 8 to 14 days. It has now been almost 2 months.

  Business Response

  Date: 10/17/2022

  Dear BBB,

  We are sorry for the inconvenience caused. We have issued the refund to customer's account on August 27. We have sent the refund proof to customer. We suggest customer check with her bank with the Acquiring Reference Number.

  If there are any further questions, please contact us. Thank you for your time.

• Initial Complaint

  Date:10/13/2022

  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.

  9/9/2022 - Total cost $167.99 I purchased a custom pantsuit. The measurements were taken twice with a new tape measure. When I received the pantsuit it is 2-3 sizes too large & the color is off, based on the swatch I received prior to receiving the garment. I wrote a complaint but was unable to utilize the "submit" button, because it would not engage. I tried to use **************** and it was a joke. It is all online & after a brief explanation, I was told that I was being transferred to an ************** that would handle the complaint. I had to pay $1 that would be refunded. When I was connected to a person he couldn't help me so I requested a manager. I was told that they were not affiliated with JJs House. I have tried to call, never worked out.This company I believe is fraudulent. I will be happy to return the garment at after my money is refunded.

  Business Response

  Date: 10/17/2022

  Dear BBB,
  
  We are really sorry to bring customer all the unhappy experience. Please be assured we would solve the issue properly. We have sent the solutions to customer's mailbox at ************************ Please check the email later and if there is any further question, please feel free to contact us again.
  
  Thank you for your time.
  
  

• Initial Complaint

  Date:10/12/2022

  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.

  They have a no hassle return policy for non-custom orders in standard sizes. I ordered two maternity dresses in standard sizes, as there is no try on option for maternity dresses. 2 days after I ordered, I got an email that the company could not afford to make me two dresses to have one or both returned and I therefore needed to select which dress to order and my order would be on pause until I responded. We went and forth for a few days where I emphasized that no where on their site is ordering multiple dresses prohibited. They finally agreed to proceed with both dresses. I then followed up 5 days after ordering to inquire about when the order would ship. Their site says 3-7 days to ship. They then tell me that shipping will take an additional week and then Ill have to wait 9 days after that to receive, making it 25+ days after ordering. THEN they say they will pause my order until I confirm if they can expedite my shipping for free to save 3 days. Why would they pause my order again? This company is not prepared to uphold their own policies, and only responds back once a day. They know they cant meet the timeline promised, so they try to pause your order for no reason.

  Business Response

  Date: 10/13/2022

  Dear BBB,

  We are sorry for the inconvenience caused. Please understand that we need to proceed the order with customer's confirmation sometimes to avoid mistakes, so we will pause the order.

  For the try-on issue, our relative department are improving. We will add some tips on the website soon. And we have changed to expedited shipping for free to make sure customer will receive the *************.

  Thank you for your time and understanding.

• Initial Complaint

  Date:10/12/2022

  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 custom dress for my son's wedding and set my measurements. Received the dress on time, but couldn't get the dress zipped! I measured and found the bust was actually 29 inches instead of 36! Emailed JJ's house, and they responded that since this was a custom order, no refund! They made the mistake! They finally sent me an email after I disputed the charges with return instructions. I sent the dress back and provided the tracking number-still no refund!

  Business Response

  Date: 10/13/2022

  Dear BBB,

  We are sorry for the inconvenience caused. We checked that we have not received customer's return package and the package is experiencing a delivery exception due to unknown reasons. 

  We have sent email to customer to check with her. Once we receive the return package, we will refund to customer.

  Thank you for your time and understanding.