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JJ's House has a rating of 4.0 stars from 3,061 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.
This company responds to reviews on average within 2 days
I purchased beautiful final sale dresses at jj house always had a wonderful shopping experience excellent customer service. I have been a customer for several years and would highly recommend jj house to my friends and family.
Declared value invoice was $18. Dress cost $180. Resulted in $200 customs fine I had to pay to get dress released from customs. Absolutely no reply from JJsHouse for 3 days on this. Either major fraud or honest mistake? EDIT: JJsHouse replied on my mail and promised to refund penalty.
Several go-rounds were needed before I received a return shipping label. Then my refund was debited $42.99 for shipping. I'll not order from them again. Customer service does not measure up.
Products used:
Didn’t use gown. Returned it.
Online shopping was good. Found a dress in the wedding color scheme of my son. Great mother of the groom dress. Great price. Delivered when promised. Fit well. Does have slight imperfections and have to be pressed by dry cleaner.
As a professional online shop, we always spare no effort to satisfy our customers. Support from customers like you helps our business grow and evolve. Thanks so much for your order. We look forward to your continuous support.
Very disappointed in the three dresses I ordered for the try before you buy. The dark red one came ripped in the back, had frayed strings and was missing the clasp on the back of the neck to close the dress. The navy dress was missing the clasp on the back of the neck as well. I couldn't even try on the black dress because it wreaked with stale cigarette smoke. How can you expect customers to purchase these dresses when they come in this condition. Very disappointing and it was a waste of $30.
Tip for consumers:
I can certainly understand if they did missed the dress being ripped (although it was a large tear in the back) and the top clip missing but there is no reason a dress should come smelling like cigarettes. It should have been washed. I cannot be near cigarette smoke after transplant and I'm lucky my throat did not close up.
Products used:
I returned the merchandise.
Thanks for your feedback.
We are sorry for the inconvenience caused.
We noticed that our after-sales team responded quickly when you stated the issue. But it took some time to receive the pictures from you.
Our after-sales team will handle the case very soon.
Thanks for your time.
I am very pleased with products I have purchased from JJ House. Will be making more purchases in the near future. Love the prices. Thank you for your products.
Thanks so much for being our repeat customer. As a professional online shop, we always spare no effort to satisfy our customers. Please rest assured that we will serve you with the same or better standard in the future. Have a wonderful day!
So far I've ordered a junior bridesmaid dress and a flower girl dress. One was too big, one was too small. I used the try it before buying it option and the return process was easy to do, except that I tried to return it through the post office when I should have gone directly to UPS. So I reordered, and they shipped it out on the same day that i ordered it. So far I'm impressed with nothing bad to say.
Products used:
A Junior Bridesmaid dress and a purse for the mother of the bride.
Thanks for your kind review. Your positive feedback fuels our commitment to delivering top-notch products and service. We look forward to your continuous support. Have a wonderful day!
I am very satisfied with my shoes but found it took a long time to receive them. Perhaps an email to explain the delay would have been nice.
* JJ's House attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Thanks for your comment here and we are grateful for your input to our business.
We did set reminders on our website that due to our holiday and soaring demand, we might need more time to process the orders. Now it has been back to normal.
The appropriate delivery date is clearly shown on the website when customers place the orders. We would highly suggest the customers check it or contact our customer service team if there's anything wrong.
Thanks for your time.
Quality not so great. Ordered a dress, did not like the quality,And did not look like the photos.
I ended up losing $40 on a $97 purchase knowing I paid for shipping the product to my destination. They have a restocking fee of 10% and they deduct the shipping fee knowing I paid for it…. Never purchasing any item from that site….
Thank you for providing your review.
At JJ's House, our commitment to minimizing environmental waste leads us to specialize in made-to-order products. To sustain competitive and affordable pricing, restocking fees are implemented. Prior to completing an order, customers are prompted to confirm their comprehension of our return policy. A comprehensive overview of the return policy can be found here:
https://www.jjshouse.com/help/returns-refund?country=CA¤cy=CAD
To cater to our customers' preferences, we have introduced the Try-on At Home service for select items, enabling clients to experience our products firsthand. Further details about this service can be explored here:
https://www.jjshouse.com/all/try-on-dress?country=CA¤cy=CAD
We appreciate your time and understanding.
I really liked having the dresses sent to the house do I could try and select the style
Thank you so much for taking the time to leave such a wonderful review! We're thrilled to hear that you had a great experience shopping with us. Your satisfaction is our top priority, and it's always incredibly rewarding to know that we've met your expectations.
We truly appreciate your support and trust in our brand. If there's anything else we can assist you with or if you have any further feedback to share, please don't hesitate to reach out. We look forward to serving you again in the future!
In multiple conversations I was promised I would be able to get the flower girl dress in time. When the company replied the next day with the information I needed for my order (I was requesting a custom colour), I was told I would not be able to get the dress until a MONTH after the date I was roses just a day before. Needless to say, this meant it would come after the wedding.The company refused to admit their error or even attempt to make it right. I was left without a flower girl dress for the wedding.
* JJ's House attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Thank you for your review, and we sincerely apologize for any inconvenience caused.
We understand your concern regarding the time taken to confirm certain aspects with our dressmakers. Our team promptly acknowledged your inquiry of three dresses and initiated the necessary checks. A notification email was sent within 24 hours to assure you that we were diligently working on obtaining the required information and would respond promptly.
We deeply regret any dissatisfaction with our response time and are committed to enhancing this aspect of our service. Regarding the delivery time, we regret to inform you that meeting your specified date is challenging due to our factory's holiday during the festival. We appreciate your understanding in this matter.
As per your request, your order has been canceled, and the refund process will be expedited.
We genuinely value your time and feedback, and we assure you that we are continuously working to improve our services.
Thank you for your understanding.
I love JJ's House. I've bought quite a few dresses from them over the years and their quality is consistently outstanding. There was a slight issue with the measurements on a custom order and they contacted me to make sure everything was right before making the dress. Everything was perfect in the end. I will definitely be purchasing more dresses in future when I need something for a formal event.
Thanks for your kind review. Support from customers like you helps our business grow and evolve. Please rest assured that we will serve you with the same or better standard in the future. Have a wonderful day!
Beautiful dress! I will be wearing it for my engagement photoshoot. It fits perfectly, it's very light, the colour is beautiful just like the picture and quality is amazing. Length is a bit long even with heels so will have to shorten it a bit but that's because I'm petit. I really recommend this dress, you won't be disappointed. It arrived in 5 days! It also has pockets (Bonus!)
Thank you for your review.
Your satisfaction is utmost important to us and this is absolutely our work power. We also appreciate your honest feedback about your experience. Hope we can serve you again in the future and make you a happier customer.
Have a nice day~
They don't custom made anything. They make you pay more but when the dress arrives it has nothing to do with your size, the quality is awful. They are based in Hong Kong and not UK, worst experience ever. Run from them.
Tip for consumers:
Don’t waste your money
Products used:
Awful dress
* JJ's House attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
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.
How is it I've paid £154 for an outfit with postage ( which I thought was £16 - expensive at best!) I work in retail and we never charge that amount! My refund was £113 so I've lost £ 40 returning a sub standard outfit!
Think trading standards need to look into this practice!
Tip for consumers:
Don’t bother unless you like poor quality and extortionate shipping costs
Products used:
Jacket and dress
* JJ's House attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Dear customer,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. However, we did not find the order 262185644. Did you give us the correct order number? Please check the information and confirm with us.
You can reply here directly.
Thank you for your time. Hope to hear from you soon.
Need to exchange for a different size but can't contact company without order number which I deleted. They retrieved my data and are working with me. Dress quality is great and I'm excited about it. Next time I'd use the try on at home option since there is no paperwork included in a standard order.
Tip for consumers:
Order number vital
Products used:
Dress
Dear customer,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. If you are not able to provide the order number, could you please provide the email adress you used when you placed order? If you are not willing to provide your email address, here are 3 ways to contact us.
1. Contact our customer service on LiveChat, they are more than willing to help you
2. Directly send email to service@jjshouse.com
3. Create a ticket under your account
We will try our best to help you within 24 hours.
Thank you for your time.
Hong kong company delivered items 1 month later despite us paying shipping fees, then they were useless as our wedding had past. Endless online chats with representatives to get our return label and lost our money in shipping charges. Avoid at all costs!
Tip for consumers:
AVOID. Chinese scam company.
Products used:
None, they all arrived too late.
Dear customer,
Thank you for your feedback.
We do apologize but after checking for you, we didn't delay your order. One of the item in your order are made to order item, we need 9 -11 days to prepare the order and another 15 - 30 days (super saver shipping you choose) to ship. So we deliver your order in time.
Please contact us us if you need any further help.
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."
Products used:
Returned
* JJ's House attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
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.
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.
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.
----------------------------------------------------------------------------------------------------------------
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.
I recently returned a chiffon bolero jacket weighing 2-3 ounces. Not wishing to spend $30-40% of the items value to get a tracking number I returned it to the company via priority mail with their form inside the package as directed. My return address was clearly written. Well, a month has passed and sure enough they are saying it was not received. I consider this highly unlikely! Back & forth with their customer service and bottom line is they refuse to refund my $28. Perhaps now they can sell it to collect an additional $28 but, they have lost me (and maybe others here who value customer service and a reasonable return policy) as a customer. I have two more family weddings upcoming and will NOT be looking for my dresses at JJ's House!
Tip for consumers:
Customer service/return policy is poor
Dear Kathryn,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. However, we failed to find your order through the return ID 3221039. Could you please give us the order number so we can help you better?
You can reply here directly.
Thank you for your time. Hope to hear from you soon.
If I could leave 0* then I would. Honestly, just avoid this company at all costs. They promise to ship their bridesmaids dresses within 24 hours - when they don't! They promised me (in live chat and on the item listing) they would arrive on the Wednesday, as I had paid for expedited shipping, when they didn't arrive until the Saturday. Getting them to issue me with a returns label was almost impossible - their customer service are literally the stupidest people I've ever come across, and have no brain cells at all between them. Now they've finally refunded me and charged me £3 for the Royal Mail returns label then seemingly another £33.63 to return them to Hong Kong. Absolute scum of the earth.
Tip for consumers:
Avoid
Dear Tim H,
Thank you for your feedback.
We are sorry to hear that you are not happy with the shopping experience with us. The item in stock is out of stock, so we need to made the item to the order, so we didn't ship the order in 24 hours. We are glad that you are satisfied with our solutions.
Thank you for your cooperation in advance. Hope to hear from you soon.
BUYER BEWARE! Don't order before reading!
I ordered a custom made outfit for my son's wedding from JJsHouse.com It was late. I checked the tracking. It stopped in NYC. I have contacted them several times. They are not replacing it, or refunding me. They said it's not their responsibility once the shipper has it. They offered to refund me for 1/2 of my shipping cost. 11$. Their customer service just stinks. If you're on a budget, don't even entertain the idea because you could very well end up buying two dresses if the one from JJSHouse never shows up!
Tip for consumers:
Don’t do it!
Products used:
Never received my outfit
Hi,
Thank you for sharing your feedback with us. We want to apologize for any frustration this experience has caused you.
Our team has sent a solution for you, we hope you can check your email. Please be assured that we will keep improving and provide better items and service to our customers. Should you have any questions, feel free to let us know.
Have a nice day.
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.
Tip for consumers:
I wish they had the correct return prices on their website and that the buyer is responsible for the shipping. They shouldn’t sew bra cups into their products. It’s the reason I returned the dress.
Products used:
Ordered a dress, had to send back.
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!
Tip for consumers:
Don't buy anything from them! You'll waste your money like I did!
Products used:
Dress
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.
Tip for consumers:
Stay away. Customer service isn’t even an option.
Products used:
Wedding dress, JR bridesmaid, flower girl
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.
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.
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!
Gain trust and grow your business with customer reviews.
Founded in 2010, JJ's House is the global leading online retailer for wedding gowns, special event dresses, wedding party dresses and accessories. Whether you are looking for the perfect wedding dress or an outfit for your prom or special event, we have the biggest selection of dresses at incredibly low prices! The custom-made option ensures fitness, and you can definitely order confidently. Also, JJ's House has been selected as the winner of 2021 and 2024 The Knot Best of Weddings, 2022, 2023 and 2024 Wedding Wire Couples' Choice Awards!
Thanks for your review.
After checking, we found our customer team responded promptly. We offer self-return service which is efficient and clear for the refund and our agent provided the link and instructions for you.
https://www.jjshouse.com/help/returns-refund
We also sent to you the label requested when you contacted us in the second email.
Thanks for your time.