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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, 2024 and 2025 The Knot Best of Weddings, 2022, 2023, 2024 and 2025 Wedding Wire Couples' Choice Awards!
Business Highlights
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Customer Service
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JJ's House Reviews Summary
The company has garnered a reputation for quality products and a diverse selection, with many customers expressing satisfaction with the craftsmanship and fit of their purchases. The try-on program is particularly praised for its convenience. However, concerns frequently arise regarding shipping delays, issues with sizing accuracy, and inadequate customer service, especially in handling returns and exchanges. While some customers report a positive experience with responsive support, others indicate a lack of follow-up on complaints. Overall, the company demonstrates potential but must address service inconsistencies to enhance customer trust and satisfaction.
This summary is generated by AI, based on text from customer reviews
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Good quality and excellent service including alterations.
Hello Marcus, thank you for the review. We appreciate you taking the time to write it and share your beautiful picture. Hope we can serve you again in the future and make you a happier customer. Have a wonderful day!
My item with high but very slow shipping was $148. My refund was $76. Unbelieve and I will NEVER purchase here again.
Update:
Dear JEANE J,
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.
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Replied on Jan 28th:
Dear JEANE J,
I have carefully reviewed your complaint and all the communications we have been exchanging with you. Firstly let me to apologize for any inconvenience caused.
After checking, the order was placed on 2022-12-28, and shipped on 2023-1-5, delivered on 2023-1-11, which is within the prepare time and delivery time on the website.
There are two items in your order, due to the zipper issue, we accepted return of the Pantsuit and sent the label to you. Since the item Chiffon Special Occasion Wrap (USD 32.30) does not have Zipper, our customer service did not apply it for return.
For a returned item, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. And we also clearly stated these in our return and refund policy.
In your order, the related fees were deducted when we refunded to you, totally USD 41.32. Your shopping experience is very important to us. We have sent the details to you, please check your mailbox later.
Thank you for your time. If you have any further question, please feel free to contact us again.
I bought a dress for bride mom, picture looks gret but when dress came, it was horrible, does not fit, very heavy and ugly, I returned but they took out about 50 dollars, I e mailed them, no response
No one should buy dresses from here.
They told me I have to pay return postage which I understand but they took so much out even I did not like that dress
They should refund full amount if they want to have business
Update:
Dear Young C.,
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.
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Replied on Jan 28th:
Dear Young C.,
I have carefully reviewed your complaint and all the communications we have been exchanging with you. Firstly let me to apologize for any inconvenience caused.
So sorry to hear that the item did not meet your expectations. We do care your shopping feeling and accept the return.
For a returned item, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. And we also clearly stated these in our return and refund policy.
In your order, the related fees were deducted when we refunded to you, totally USD 45.99. Your shopping experience is very important to us. We have sent the details to you, please check your mailbox later.
Thank you for your time. If you have any further question, please feel free to contact us again.
I ordered 3 dresses for my daughter's school dance. One fit perfect and the others were too big. I requested a return and 2 days after the dresses were received by me, I printed the label they sent, put both dresses in the box and dropped off at ups. Tracked the shipment and after a week reached out because the tracking on ups showed they received the package several days ago yet their app said still waiting for it. They responded to the ticket on the app (no way to call and speak to a human only get people overseas responding to an online ticket). They claim only one dress was in the box (which is a flat out lie cause I put 2 in there and sealed it up before I shipped it). I wrote back and they told me to provide the shipping receipt with the weight so they can check. Which I did (package was almost 10lbs per the receipt so clearly more then on short homecoming dress. I got a response saying they checked with a supervisor and I just need to say which dress was also returned and I would be refunded for both. I told them again the two dresses that were in the box and also provided a screen shot of the order and circled the 2 I returned. Later that day I get a notice my refund was processed (ya!) BUT it was only for one dress, the cheaper one. Again I reach out and I am now told again they only got one so they will only refund for 1 but they can give me a coupon for the price of the other dress to use at their store. REALLY! Why would anyone in their right mind but again from this scam company. Filing a BBB complaint if I am not refunded tomorrow. Horrible service.
Update:
Dear Melissa D,
We have been following up your case as soon as you contacted us. It shows that the refund has been returned to you. If you have further problems, please feel free to let us know. We are always at your service ❤️
Have a nice day.
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Replied on Jan 28th:
Dear Melissa D,
I have carefully reviewed your complaint and all the communications we have been exchanging with you. Firstly let me to apologize for any inconvenience caused.
After checking, the weight of the orginal order is 4 lb 6.548 oz, but the weight of your returned package is 9lbs 6.7oz, which is an obvious exception, which confused our customer service very much.
However, we do care your shopping feeling and initiated two refunds to you. It is not a scam, due to the inconsistent audit time, you received one refund first. And the another one has been issued to you on 2023-1-27, hope you could check it.
More details has been sent to you, please check your mailbox at your convenience.
Thank you for your time. If you have any further question, please feel free to contact us again.
DO NOT PURCHASE FROM JJ's House. I paid for 2 dresses in 2 different sizes and styles because I'm in between their sizes and was unsure. I couldn't afford to waste time by ordering 1 and then reorder and return if need be so I ordered 2 so that I could return 1. I reviewed their return/refund policy on standard sizes so I was aware of their restocking fees.
They held up processing of both standard size dresses because I ordered 2 and they only wanted me to purchase 1 because they were trying to avoid processing a future return/refund. After begging and pleading with them, they took it upon themselves to send me the style and size of their choosing and process a refund for the other. The dress they decided to send is too small and the latches around the neck were sewn incorrectly! They gave me 4 options to remedy the situation, none of which include me receiving the dress in time and they entail doing the same thing I was originally trying to do by returning 1 and paying the restocking fee. It's the same thing, buy 2, keep 1 and return the other. The difference is that I would've had a dress that fit in time for the wedding and have enough time to get it hemmed. They want me to do the exact same thing but in 2 orders and with the 2nd order not arriving before the wedding! One of their options was to take the one I have to a tailor to be altered.
Um, how do I add fabric to a dress and what about the fact that it was not sewn/made correctly? They have left me only 2 real options; keep the dress I have and hope I lose enough weight for it to fit in exactly 1 month as the wedding is 1 month away or not be part of the wedding and finding a dress that fits so that I can attend as a guest rather than in the wedding party.
This has been the worst and most stressful purchase in my life.
Update:
Dear Adrianna,
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.
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Replied on Jan 28th:
Dear Adrianna,
I have carefully reviewed your complaint and all the communications we have been exchanging with you. Firstly let me to apologize for any inconvenience caused.
What you bought is made-to-order, so we cannot afford "buy-many-keep-one" purchase. Our website provide some dresses to try on which are in stock and the shipping is fast, here is the link: https://www.jjshouse.com/Try-On-Dress-c400/.
Sorry to hear that the handmade item did not meet your expectation. We do care your feeling, and we accept return. We have sent you a free label, please check the email with more details
Thank you for your time and understanding. Hope we can serve you again in the future.
Very disappointed in my experience with this company so far. I ordered a dress from their site for a friends wedding. I ordered the size according to my body measurements and the chart they provided which states "the size chart shows actual body size". The dress I received is huge but is the correct size I ordered according to their site and my measurements which were spot on to what was on the chart. Any options they've given me involve me paying more money for shipping to return and a restocking fee. Yet I don't know what size to reorder because their measurements are not accurate. I submitted a review on their website but with negative reviews they treat them as "tickets" and once they are processed and they respond to you they "close" it and so all you see are the positive reviews on their site and nothing negative. What was supposed to be convenient is now an annoyance and money sucker. Avoid this company and order elsewhere, and make sure you always read the fine print!
Update:
Hi,
We have sent email to your mailbox but got no response. Could you please reply to us so we can solve the problem for you as soon as possible?
Thank you for your understand and looking forward to your reply.
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Replied on Jan 19th:
Dear Jordan,
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 dress did not meet your expectations. Normally, our dresses are made strictly according to the size chart. However, you told us your dress is still too big. We attach great importance to this problem and have sent you an email to learn more about the situation.
It is a pitty that you may have the impression "all you see are the positive reviews on their site and nothing negative". There are both positive and negative reviews on our website. We treated your review as "tickets" because we would like to solve the problem for you. We replied all your messages in one email, and others were closed with the automated reminder emails for a smooth communication.
Thank you for your understanding and have a nice day.
My experience has been so easy. I started ordering try before you buy first to find the right dress and everything came pretty quickly and packaged nicely. I continued to do that until I found the right one! When it came to the purchase of my dress it went perfectly everything came and packaged nicely already for me. This was a great experience with no hassles at all. I will definitely be shopping through JJ's house for my dress needs again!
Hello Rhonda, thank you for taking the time to share your experience. We are so happy to hear you were able to utilize our Try On program and find a dress you love. We love to see such remarks as they motivate our teams to continue to provide the best experience and products we can. Have a wonderful day!
The most beautiful dresses and the best deals are at jjshouse
Dear Patricia u,
Thank you for your review.
Your satisfaction is the most 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.
Thank you again for your support! If you need any further assistance, please contact us.
I was skeptical but I ordered a custom fit gown for my granddaughter's wedding. It arrived in 2 and a half weeks, fit like a glove and was told by my other granddaughter's boyfriend that I was the best dressed woman besides the bride. And the bride loved it. Would definitely order again.
Thank you for your review. We're happy to hear you loved your dress and experience. We are glad that we could be part of your event and wish you all the best.
The dress was shipped fast I received it earlier than expected fit beautifully nicely made
Dear Bridgett K,
Thank you for your comment. Your encouragement will keep us moving forward.
We sincerely hope that we will have more chances to serve you.
Best Regards!
I ordered a custom sized dress. We did all of the measurements three times to ensure accuracy. When my dress came, the proportions we're all wrong. The dress was of good quality and very nice material, but fit very poorly. I took it to a seamstress to be fitted properly.
Dear Amy L,
It is really our greatest honor to hear that you like the material. Thank you for your compliment. And we are so sorry you faced the size problem, after checking, our After-sale dep have solved your problem.
We do hope that we can have more opportunities to serve such nice customers as you are. If you have any needs in the future, please contact us. We were, are and will always be ready to help you.
Best Regards!
Me I purchased 2 dresses for a total of $412.99. I received one dress and it was 4" smaller than the size chart stated it would be. Not my fault right! I returned this dress since it didn't fit. I paid $164.00 for this dress and I was refunded only $100.00. How can they possibly justify keeping $64.00 when it was their error? I cancelled the order for the 2nd dress as I assumed it also would not fit. I paid $220.00 for the second dress. This dress had not even shipped and they tried to tell me these dresses are made to order and they only refunded me 147.80. This is highway robbery. Do not order from this company. Their sizing is not accurate and they definitely don't stand behind their products. I will be contacting my credit card company to see if they can help me contest the ridiculous amount they charged me simply for ordering from the.
Update:
Dear Carole,
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.
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Replid on Jan 2:
Dear Carole,
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
For 6655376484_1, we are sorry that the dress did not meet your expections. For a returned item without quality problem, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. A 5% restocking fee from your first returned dress(es) was deducted as agreed. And we also clearly stated these in our return and refund policy. So totally USD 16.69 was deducted from the refund.
For 6655376484_2, please kindly note that your order was confirmed on 2022-12-15 05:26:03, according to our cancellation policy, "Orders cancelled more than 120 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost". Please be reminded that nearly all our items are made from scratch, including the standard ones.
But your shopping experience is very important to us. We have sent the solution to you. Please check your email later.
Thank you for your time.
JJs House is a great place to get customized dresses for your special events. The emails communication were great. They are very prompt in responding. All the materials they use are of good qualities, just as pictured on the site.
Dear customer,
Thank you for your comment. Your encouragement will keep us moving forward.
We sincerely hope that we will have more chances to serve you.
Best Regards!
I am very disappointed in this company. How can you take someone's money and not deliver what you charged for? Disgusting and distasteful. I ordered a dress which was supposed to arrive between 17-21. The dress didn't arrive neither do I get an update on the status of the order. Bad experience and never ordering again
Update:
Dear Marvele,
We have been following up your case as soon as you contacted us. It shows that your problem has been sloved. If you have further problems, please feel free to let us know. We are always at your service ❤️
Have a nice day.
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Replied on Dec 28th:
Dear Marvele,
Hope you have a nice day. We received your complaint and we are sorry to hear that you have not received your order.
After checking your order was shipped out on December 11th and it is still in transit now. We are sorry that your parcel was delayed. Your shopping experience is very important to us. The solution and updated logistics information has been sent to you. Please check you mailbox at your convenience.
Actually, you can contact our customer service to check it. As long as you contact us, we will definitely solve the problem for you~
Thank you for your time.
JJ's House has great products at great value. The customer service is amazing as well. I referred my family to this site and I plan to shop here again in the future.
Hello ALICE,
Thank you for sharing your experience. We love to see such remarks as they motivate our teams to continue to provide the best experience and products we can.
Have a nice day~
It's a pleasure dealing with a website that gives very clear measuring instructions in order to size gowns properly. The gown is beautiful and fits well. And best of all- the price is excellent! Thank you!
Hello Ruchie,
Thank you for your review. We appreciate you taking the time to write it and so happy you loved the the dress. Hope we can serve you again in the future and make you a happier customer.
Have a nice day~
I was looking for a bridesmaid dress and after ordering a normal size dress and deeming it unfitting, I returned it and ordered a custom size dress which I was (knowingly) unable to return despite the dress still being too big. Would not recommend the site... I made the dress work but felt like I was drowning in it. Also, the colors in the pictures did not accurately portray the real color of the dress. It was fine for my situation but just be careful about this..
Update:
Dear Jennifer K,
We have sent email to your mailbox but got no response. Could you please reply to us so we can solve the problem for you as soon as possible?
Thank you for your understand and looking forward to your reply.
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Replied Dec 23th:
Dear Jennifer K,
Firstly let me to apologize for any inconvenience caused.
We noticed that your order was delivered on August 3rd, which is more than four months beyond the normal return deadline. We suggest you contact with our after-sale department via [email protected] if you need as they will help you more promtly.
Normally, our custom-made clothes are made strictly according to the size provided by the customer, so returns are not accepted. However, you told us your dress is still too big. We attach great importance to this problem and have sent you an email to learn more about the situation. Could you please provide a picture of the measured size?
Please rest assured that once we receive your reply, we will help you check and resolve it.
I understand that we pay shipping costs for many items. Companies like JJ's charge for "restocking fees" as well and by the end of sending back a dress that was too small, smaller than a normal sizing chart, I paid approximately $50 for nothing. Beware, check all of the additional costs as well as to pay attention to you paying for the return costs. Not happy and I will avoid JJ's!
Update:
Dear kristy,
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.
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Replied on Dec 12th:
Dear kristy,
Hope you have a nice day. We received your complaint and we are really sorry to bring you all the unhappy experience.
Since we have our own size chart, we suggest you can check our size chart to choose the right size. You may also refer to our measuring guide https://www.jjshouse.com/about/help.php?act=pop&type=measure&cat_id=7 to see how to get professional measuring.
Please understand that most JJ's House products are made-to-order to help reduce environmental waste and to keep prices low for our customers so we charge restocking fee.
For a returned item, we refund the price paid for the returned item(s) plus applicable taxes. We do not refund shipping fees, shipping insurance, or taxes paid on shipping. We will also deduct the return shipping fee from the refund if you use our return label to send the package back. And we also clearly stated these in our return and refund policy.
In your order, restocking fee, shipping fee and return label fee were deducted when we refunded to you, totally USD 31.7. Your shopping experience is very important to us. We have sent the solution to you. Please check your mailbox later.
Thank you for your time.
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.
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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.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Nicole, thank you for the review. We appreciate you taking the time to write it and we are glad to hear you were pleased with the experience. Hope we can serve you again in the future and make you a happier customer. Have a wonderful day!