Business Profile

Retail Stores

JessaKae, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for JessaKae, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

25 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:03/21/2025
Type:Sales and Advertising 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 paid $250 for a dress with this company. The zipper was broken and they refused to refund my dress. Their reasoning was that zippers lose their grip but I had never worn the dress. They didnt make a quality dress and refused to fix the issue. Terrible business practices.
Business Response
Date: 03/24/2025
Dear Better Business Bureau and ****,

We appreciate the opportunity to respond to this complaint and clarify the situation.

****, the customer, purchased this dress on February 8th at a Final Sale price.

Our Return and Damage Policy clearly states that final sale items are non-returnable and if any damages are present, they must be reported to us within 3 days of delivery.

**** reported the issue with us 40+ days after the purchase date and both tags had been removed from the dress, making the dress ineligible to be returned.

Upon reviewing the photos and video provided by ****, the damage to the zipper of this dress appears to be caused by excessive force on the zipper, rather than a defect.

Despite the situation being outside of our Return and Damage Policies, we have offered **** a repair reimbursement to repair the zipper with a local professional seamstress as a goodwill gesture.

We take customer satisfaction very seriously here at JessaKae, but we must also adhere to our policies to ensure fairness to all our customers. We are working with **** privately over email in resolving this matter reasonably in the best interest of both parties and hope this provides clarification.

All the best,
Team JessaKae
Initial Complaint
Date:07/23/2024
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 dress from Jessa Kae for my bridal shower. Their sizing is completely off. I returned for a different size and the fit is poor. The boning in the front slumps down and it doesnt sit as it should. I am now out $360 for a dress I dont want. I think it should be illegal to not give someone their money back. I dont want a gift card in that amount. I reached out to them and they have stated that they do only offer a gift card for store credit. This is unacceptable for an expensive dress and I would encourage people not to shop there. The sizing is completely incorrect and if you dont like a dress, you dont get your money back.
Business Response
Date: 07/24/2024
Dear *****,

Thank you for sharing your feedback with us. We deeply regret to hear about your experience and the inconvenience it has caused, especially during such a significant time. We understand how important it is for everything to be perfect for your bridal shower.

We have reached out to you via email to discuss your concerns and offer a personal solution. Please check your inbox for our message.

We truly value your input and appreciate the opportunity to address this matter directly with you.

Warm regards,
Team JessaKae
Initial Complaint
Date:07/18/2024
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.
When I went to return a dress I ordered, only then was I made aware that this company does not give returns to original payment method - they only issue gift cards to their site! This was not made clear AT ALL during the checkout process and is completely buried in their site. I almost went through with the return process before seeing the sneaky gift card notation. They already charge a fee to restock the item, and they still wont give back returns to the original form of payment. I find this deeply deceptive towards customers. This is never mentioned on their extensive social media branding, despite them presenting themselves as a do-good brand - yet they are intentionally trying to deceive customers as to their return policy in order to keep your money. This policy should be posted everywhere and very clearly noted before purchase, not buried in terms and conditions that you have to click into.
Business Response
Date: 07/19/2024
Hi *****,
Thank you for taking the time to share your feedback with us!
We try to make all policies as clear as possible and easy to find. We appreciate your insight and will continue to work on making our policies more clear.
We have reached out to you via email with a solution! Please respond back to us as soon as possible so we can work this out together. :)

All the best,
Team JessaKae
Initial Complaint
Date:06/26/2024
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 the "June" dress from Jessakae several weeks ago. The quality left much to be desired, so I left a three star review. Out of curiosity, I went back to the page after I had left the reveiw and it never appeared, the site only shows five stars. I thought maybe it was a fluke and left another three star review, but that never appeared either. I have multiple emails confirming that my review has been verified, but still ( two weeks later) it doesn't show up online. After looking at their other reviews, I am left to believe that they only post the positive ones. This is false advertising and misleading to the consumer.
Business Response
Date: 06/27/2024
Hi ****!

We're sorry to hear that our June ***** didn't live up to your expectations. We're not sure what happened with your reviews, but please feel free to reach out to us at ******************************** so we can find a solution with you! :)
All the best,
Team JessaKae
Initial Complaint
Date:06/07/2024
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.
I ordered from Jessakae and had 2 items that didnt work out. I went to return them and was extremely disappointed to see they only offer gift card credit to their website and they dont offer refunds to the original payment method, this policy is unlike anything Ive ever seen. They bury this policy on their website and its not stated whatsoever during the checkout process. This is extremely bad faith. I reached out to their customer service email about this and received no response from them, even after following up. I then reached out to their text support line and received no response! This is absolutely unacceptable. I am now out $400 for the items I returned and I have no desire to use gift card credit from a company that operates this way. I will be telling everyone I know not to shop here until this is made right and Ive been refunded, you are s******* over your customers with this insane return policy!
Business Response
Date: 06/10/2024
Hi *****!

Thank you for taking the time to share your experience and feedback with us. It was great to connect with you to find a solution!

Please let us know if you need help with anything else by emailing us at ********************************* :)

All the best,
Team JessaKae
Customer Answer
Date: 06/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:05/14/2024
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.
On May 2nd I placed an order totaling $555.20 on the website. Once I received the items none of them fit as expected based on information on the website. I purchased 3 black dresses of varying styles. I went to return them on the website & was notified I could only return & get store credit to a store. I am not income bracket to be able to have over $500 sitting on a website I will never use. When I emailed them they again let me know they only do store credit or exchanges- for styles that do not suit me or I could sell them myself on their *************** If it had said badly that returns were not possible I would never have purchased from them.
Business Response
Date: 05/21/2024
Hi ******!

We're sorry to hear about your experience with our return policy! We reached out to you via email on May 15th with a solution and have yet to hear a response back from you regarding moving forward with the solution. If you could please respond to our email so we can move forward with a solution, that would be greatly appreciated!

All the best,
Team JessaKae
Initial Complaint
Date:03/15/2024
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.
I ordered a dress on 3/9/24, I also paid for rush shipping, so the total was $292.22. I ordered the dress for a specific event but when it arrived it did not fit. Changing the sizes would not do anything to help me, so I started the return process, only to find out that they do not refund you any money, they send you a gift card for their website. I have a low paying job and specifically budgeted this money for a dress I love. I can’t afford to have $300 sitting on that website unfortunately. I never ever would have purchased from them had I known that would be the case, and it isn’t until you start the refund that that is stated. It is not stated that is the case when purchasing. I feel deceived and cheated out of money I can’t afford to lose. I don’t understand how that is legal honestly. I am perfectly fine paying for shipping here and for the return, and I do not want the dress or a gift card, I just need my money back. The order number is *********, if needed.
Business Response
Date: 03/25/2024
Hi ****!

Thank you for talking to us about your order! We're so glad that we were able to come to a resolution with you! :)
Please let us know if you need help with anything else! <3
All the best,
Team JessaKae
Customer Answer
Date: 03/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *****
Initial Complaint
Date:12/14/2023
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 never received any information on my package after contacting the company by email, website,and ********* I have sent them all the information they needed and still have not recieved a tracking number or conformation message
Business Response
Date: 12/20/2023
Hi *******! It was great to be able to talk to you about this issue! We have discovered that your order was actually not through us at JessaKae.com so we came to the conclusion that you should contact your bank about the false website charges!
Initial Complaint
Date:09/30/2023
Type:Service or Repair 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.
I made three separate transactions with this business looking for a dress to attend a wedding. I understand they are a small business (IMO not that small/not what I would consider small). Nowhere when I initiated the return did it CLEARLY state if I returned I would be issued a GIFT CARD and they would keep my money. Had I known this I would have never done business with this entity. I initiated two returns and placed another order as I needed one of the same dresses in the last order in a bigger size in 3 days for the wedding. I knew I was losing $8 an order for returning. That was clear. What was not clear was the fact that I would never get my money back. I am disabled and living on a very fixed income. This seems deceptive, at best. This was a website I will never utilize again as I never wear dresses or items like this. Only when you click through to another link do you find this info out. I returned the items without issue I would like my money returned. I did make a purchase I kept and they are still making a profit on said purchase. To ******* someone out of $1100 is insane! No one can afford that in this economy. This is going to cause me an extreme amount of financial harm because their policy was not clear upon initiating a return. I will never do business with this company again and will warn others to stay away if they cant make right and refund me. I just want to be done with this company and made whole again. I returned the dresses.
Business Response
Date: 10/04/2023
Hello ******,
I am glad we were able to communicate via text and get this problem resolved for both parties! Thank You!

Customer Answer
Date: 10/04/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/09/2023
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.
I purchased three dresses online by Jessakae totaling $786.00 and Never received my items although they were hold at the USPS post office in Roxbury Mass. A Customer Représentative by the name of Mallory made me believe that I would be refunded the full amount after I got a police report and notified the USPS by filing a claim and going to the post office 3 times last week. I have been calling the company for several days and I am unable to reach anyone. The USPS has stated the dresses were delivered when they were not at all. I am frustrated and disappointed. I can Not afford to lose almost $800 dollars. Mallory subtly mentioned that since i didn’t purchase $8.00 delivery insurance, that I may be unable to get a full refund or store credit. I feel cheated out of almost $1000.00. Could someone at the BBB Please help me. I’d like a refund or At least a store credit. This is all so Horrible! Thank you
Business Response
Date: 09/11/2023
Hello *******,
I'm glad we were able to get on a phone call and resolve this issue with you. Thank you for being patient and understanding with us. Thank you for being a great customer!
Customer Answer
Date: 09/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
John from Jessakae was Helpful, Kind, and Very Willing To Resolve The Issue In A Timely As Well As Professional Manner. He Refunded The Lost Items-I Am Extremely Grateful.
Sincerely,

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

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JessaKae, LLC is NOT a BBB Accredited Business.