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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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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.
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Wish I had read these reviews before I ordered from this company. Returning is a nightmare with them. I ordered flower girl shoes and they ran ridiculously small. Tried to return them For different size and they deduct shipping fees from your order. They try to get you to keep your order and they will give you a coupon code for half of what you paid. Will not be ordering from them again. Such a hassle when you are ordering for such a special day as a wedding
HORRIBLE DEFECTIVE PRODUCT!
I will NEVER again EVER waste my money here! The dress I ordered came in defective and they dare to offer 40% of my money back! How dare them! It is not even good to give away! The sleeves are chopped and ruined! My son's wedding is next week and I have to figure out what to wear and spend time and money due to JJs House negligence! I understand the return policy on costume made but this policy should not even matter when the product is defective! I DEMAND MY HARD EARNED MONEY BACK! 100% REFUND at least! DO NOT WASTE YOUR MONEY at JJs HOUSE!
Dear Marcela,
Thank you for shopping with us.
We have learned your main complaint. We do apologize again for all the inconvenience caused and personally I can totally understand your feeling and situation very much since I am also a customer in some circumstances. Please know that I have been and will keep on trying to solve the problem for you until it is resolved to your satisfaction.
Regarding your problem, we have sent you an email. Your reply will be highly appreciated.
Sorry for the inconvenience and thank you for giving us the opportunity to rectify the matter.
79 days after I canceled my order I finally see the amount credited to my checking account. This has been a long difficult process.
Dear customer,
Thank you for your update. As it is in high season and due to the COVID-19, we need more time to check the packages. So, we applied for a priority of your refund. Your kind understanding will be highly appreciated.
We hope that you could understand that we are not making any excuse to not refund the money to you. We are just the intermediate bridge between our customers and our other departments. Our main job is to give the feedback and help solve problems.
Thank you again for your time. Please contact us if you need any further assistance.
I requested to cancel my order less than 48 hours after I made the purchase. I had not realized that the processing time was close to 3 weeks. I send tickets, emails and was ignored. I generic response would say that I would be contacted within 24 hours. Even my bank and bbb were unable to get a clear response from this company. They ended up sending the shoes anyways and although I have asked several times for a return shipping label and instructions they refuse to give it to me. Instead they offered me a 10% off coupon. Stay away from this company, the customers service is awful.
My wedding dress satin bag favors and cake set arrived today... beyond happy with everything. THIS IS A REAL REVIEW! I sent my custom measurements and it was tailored perfect NO ALTERATIONS NEEDED. It took 3 extra weeks due to covid I was panicked reading reviews but I am so happy I trusted them and waited for them. I can not wait to show my dress off! The savings i received ordering at Jjhouse made it worth the wait. It's bridal store quality.
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.
Thank you again for your support! If you need any further assistance, please contact us.
I ordered a dress from a CANADIAN site, only to receive a notification some weeks later of a $56 tariff due at the boarder. Out of curiosity, I tracked the shipping and saw that the dress had come from China. Nowhere on the Canadian website does it say this product is made and produced in China and if it had, I would have never ordered as my experiences in past have been sub-par quality. To no surprise, the dress arrived and it was TERRIBLE! What I didn't expect is that the customer service to follow would be just as bad. It's been an ongoing battle to get an address for return in addition to a FULL refund for the dress. DON'T BUY FROM THIS COMPANY!
Dear customer,
Thank you for shopping with us. We have learned your main complaint and we are sorry to bring you the unhappy shopping experience.
1. We are very sorry to hear that our product does not meet your satisfaction. Customer reviews is important to us and we value your response. All responses will be used to further improve the quality of our service and products. We are glad to accept your return. The return instructions have sent to your email. Please remember to check it on time.
2. For the $56 tariff, we have initiated the full refund process for you. The refund will be back into the Account Which You Used to Pay for the Order within 7-15 working days, depending on the bank processing time.
Once your refund is issued by us, you will receive a confirmation email. Please remember to check your account in the due time. If you do not receive the refund on the estimated date, please contact us through email. We will try to help in any way we can.
Thank you again for your time. Please contact us if you need any further assistance.
It took multiple emails and correspondence. Constant web misdirects and misinformation. It makes it almost impossible to actually complain. Bought the first dress but the 2nd was too small, returned it as instructed to the smallest detail. Only got 50% back after 4 weeks. They don't care. Check BBB complaints. Tons of them.
Dear customer,
Thank you for shopping with us. We have learned your main complaint and sorry for the inconvenience caused.
1. Due to the COVID-19 and it is in high season, we need more time to check the packages, the package was not yet put in the warehouse for that moment. But we have applied for a priority of your refund and you have received your refund.
2. For the refund, I hope you could kindly understand that the original shipping cost can not be refunded because it has been paid to the delivery company. Also, you returned the package via return label we provided, the return label fee of US$ 7.99 should be deducted from your refund. The whole order value of USD 152 minus the shipping cost USD 16 minus return label fee USD 7.99
152-16-7.99= 128.01
This is the correct value we refunded.
Thank you for your time and effort. Please contact us if you need any further assistance.
I placed an order for a Mother of the Groom dress prior to the pandemic. I then cancelled my order once the pandemic hit prior to the dress being shipped. They sent the dress anyway and charged my credit card. I got their return instructions and label, and hand delivered the package to the Post Office. Two months later and tracking says my package was delivered to their Return Agent and that's the last anyone saw it. JJs won't refund my money, they can't find the dress. Nothing is being done. WORST CUSTOMER SERVICE EVER! DO NOT ORDER ANYTHING FROM JJ's unless you want to be taken advantage of!
Dear customer，
Thank you for your email. We have received your review on Sitejabber. We are sorry to bring you the unhappy shopping experience.
1. First and foremost, we would like to apologize for the inconvenience as cancellation requests were not handled in a timely manner due to the Novel Coronavirus. Now things are back to normal and we will reply to customers and handle your requests within 24 hours.
2. Due to many our warehouse staffs were quarantined at home, and as it is in high season, we need more time to check the packages. We are sorry for this delay.
Please be assured that we will take care of your case, we have applied for a priority of your refund. If you paid for the order with your PayPal account directly, the refund will be back into the Account Which You Used to Pay immediately once processed, while it will take about 30 days to receive the refund if you paid with a credit card through PayPal, depending on the bank processing time.
Once your refund is issued by us, you will receive a confirmation email. Please remember to check your account in the due time. If you do not receive the refund on the estimated date, please contact us through email. We will try to help in any way we can.
Thank you again for your time. Please contact us if you need any further assistance.
After reading the poor reviews about the return process I was afraid when I wanted to cancel my order the day after the purchase. They have a 24 hour cancellation policy on their website and they honored it. The offered an incentive to not cancel the order (An extra 5% off my purchase or 10% off my next order) but I told them I just wanted the refund. It took 4 days to process, but the money was returned to my PayPal account today. I wanted to write this review because based on what I read in other reviews on this site I didn't know if they would honor the cancellation policy. I was very happy to find out that they would.
Honestly the company is a joke. I ordered a dress from them, took over a month to be delivered, when I got the dress it was not flattering what so ever. The breast pads were up near my collar bone and it was supposed to be a low cut and loose fitting top. Nothing like the picture nor were the sizes correct! Then they charged me an additional $22 to mail the stupid dress back to them! Complete rip off and will never advise anyone to purchase from them!
Dear customer,
We have known your main complaint and we are sorry to bring you all the inconvenience.
1. For the long delivery time, due to the COVID-19, many makers were not allowed to be back to work and the delivery time was also be greatly affected. We will highly appreciate it if you could understand that.
2. We are sorry that you are not satisfied with our dress, next time we surely will improve it to make our customers happy.
3. For the additional charge, we are sorry that the original shipping cost can not be refunded because it was paid to the delivery company. We checked you return the package via return label, so there will be a deduction of your refund. Hope you could kindly understand that.
We are sorry to bring you the unhappy shopping experience. Please be assured that we will take care of your problem.
We have send our solution to your email, your attention and reply will be appreciated.
Thank you for your time and patience. Looking forward to your reply.
When I ordered the first dress, I ordered it two sizes larger than my normal size. It was too small. When I returned it for a credit, they deducted shipping charges from my credit. Then I got another dress that was now three times my normal size. It too was too small. I sent it back for a refund. Was told I'd get a faultful refund. Received a dollar. Definitely would not recommend doing business with this company.
Buyer beware! My experience with jjhouse was terrible. I bought a custom altered wedding dress for 400$ feb 1st they sent it to Canada through DHL which then DHL did not contact me and they destroyed it. I have not recieved my dress and today is apr 19th or a refund. I waited a month to hear back from after sales team regarding my complaints. They just got back to me today offering 40% absolutely ridiculous. They will take your money and jerk you around. Buy Amazon instead!
I ordered a bridesmaids dress for my cousins wedding from JJs House because that's the website my cousin had referred me to. I realized a couple hours after ordering that I had ordered the wrong dress, so I canceled immediately. They sent me the dress anyways. I got on the chat and had a few very robot like conversations (because you can't speak to real people) and told them I had canceled the dress not even 2 hours after purchasing it and that I wanted to send it back so I can get a refund. I mailed the dress back asap to them almost a month ago and I STILL haven't gotten my refund. I normally wouldn't make such a big deal about something like this but it's $107 and with COVID-19 going on, I haven't been able to work and I need all the money I can get. They have their dress back but are refusing to refund me. It's absurd. And there's no one I can speak to about it because there's no phone number or live person, just very generic emails and robot like "chats." This website is a scam! Save your money and shop elsewhere!
Dear customer,
Thank you for shopping with us. We have received your review on Sitejabber. We are sorry to bring you the unhappy shopping experience.
1. We are sorry for for all the inconvenience caused. Due to novel coronavirus and our peak season, we spent longer time processing customers' emails and your cancellation requirement was not handled in time. Now things are back to normal and we will reply to customers within 24 hours.
2. Due to the coronavirus, the delivery time might be affected a lot. We have not received your return yet. To help you solve the problem, could you please provide us the tracking number or the receipt of the return package? Then we can track it for you, please be assured that we will take care your case and will keep on trying to solve the problem for you until it is resolved to your satisfaction. We have send you an email, your attention and reply will be highly appreciated.
3. For the response problem, we appreciate your opinion much. We will keep improving our chat service to make customers as satisfied as possible.
Thank you for your time and patience. Looking forward to your reply.
I recently purchased a custom sized dress for my son's wedding. I spent $240. I was hopeful by ordering my exact measurements, the dress would fit with no or minimal needed tailoring. The dress not only did not fit, the color of lace against the satin did not blend well. Their response was that sometimes 5 measurements aren't enough. Seriously! Why offer then?! I asked for a refund. I was offered 40%. This is a joke! I understand a restocking fee. It's not like they wouldn't be able to sell the dress. My measurements are 38, 31, 38... not uncommon. After paying shipping to return the dress, I would literally get $50.00. I have never written a bad review about a product or business in my life. I feel so strongly about the poor customer service and quality of the product that I had to share.
Dear customer,
Thank you for shopping with us. We have learned your main complaint and we are sorry to hear that we you are not satisfied with our product and our return policy.
1. For the color difference. Please take note that your dress is mainly made of Chiffon, while the other part is made of another fabric, lace. Due to the natural characteristic of these fabrics, same color might look slightly different on different fabrics. For a more detailed comparison, please refer to http://www.jenjenhouse.com/about/help.php?act=pop&type=color&cat_id=7
2. We are sorry that the dress does not fit you well. Sometimes the customized dresses may not fit very well in some parts, because we don’t have all the detailed measurements and our dressmakers make dresses according to the proportion of the measurements provided. We have learned your long waist information, you may tell us the hollow to waist size next time and we will make the dress in better proportion.
Your case has been reported to our supervisor and we will send our solutions to your email. Please be assured that we will keep on trying to solve the problem for you until it is resolved to your satisfaction.
Thank you for your time and patience. Hope we can serve you better in the future.
Hi
I ordered something for mother's day, and i paid the highest shipping cost to make sure i would receive it before the mother's day, the ordering date was 1st of March, but never received the item. Today is 17th of april.
I was talking to them and sending them mails, but the response all the time was wait, and today they came back to me and saying me that item is lost and i have only 2 options,
1st i can order the same one, or get a coupon,
No mentioning refund or anything. I asked them i want my money back and i do not want coupon and the answer is no,
What kind of company can response like this, they are not delivering the item on time, plus they are after loosing it and they do not want to refund the money!
I will take a legal action and share this experience on social media, and tell everybody to stay away from this company, they use UK website but they are originally Chinese Company.
This company is awful. I ordered my dress back in January & was told it would come in a month. On the day it was scheduled to ship (so a month later), I messaged them to find out the status of my dress. They said they hadn't even started making it (I ordered custom sizing) because of COVID-19. Fast forward to the beginning of March, my JJ's House dress still hadn't came. I decided to just order a different dress from a different site. I wanted to cancel my JJ's House order since I didn't want it anymore, so I sent a "cancellation request." They emailed me & said I would hear back from them within 24 hours. I heard NOTHING. I emailed them countless times & sent numerous cancellation requests asking to cancel my order. Then, in late March, my JJ's House dress came, even though I had told them to cancel it because I did not want it. They basically forced me to have a dress I did not want. I had to pay for a dress I did not want. I'm currently working on filing a complaint with PayPal to get my money back. And not only was the ordering experience awful, so was the dress. The quality is crap & the custom sizing is a joke. DO NOT ORDER FROM JJ's HOUSE! THEY ONLY WANT YOUR MONEY!
Dear customer.
Thank you for shopping with us. We have known your main complaint and we are sorry to bring you the unhappy shopping experience.
1. Due to novel coronavirus, some makers were not allowed to be back to work and the delivery time was also be greatly affected. We will highly appreciate it if you could understand that.
2. We do apologize for not handling your cancellation request in time. Due to novel coronavirus and our peak season, we spent longer time processing customers' emails. Now things are back to normal and we will reply to customers within 24 hours.
We really appreciated your honest feedback. To help you solve the problem efficiently, we have provided several solutions to your email, your attention and reply will be highly appreciated.
Thank you for your time and effort. Please contact us if you need any further assistance.
These reviews have really scared me about the customer service and return policy! I received my dress and do not like the way it looks on me and the zipper is very hard to get up and down and will not last. I hope I can get a full refund as they claim hassle free.
My order has never turned up despite being given a date. This business isn't in Australia but China. They just keep telling me its coming but it is already 10 days late so its not likely ever going to come.
Dear Lisa,
Thank you for shopping with us. We have learned your main complaint and we feel sorry for all the inconvenience caused.
1. After you placed the order on February 29,2020, we immediately started preparing the dress since all the items are made to order as stated on the website. The processing time of the items was extended due to the unexpected coronavirus, we have prepared your order as fast as we can. Finally, the package was dispatched on March 27.
2. We are sorry for the delay, but we have no control of the delivery time, because many flights were cancelled. Please be assured that we will take case your case, courier is also actively looking for other flight to send your package as soon as possible.
To help you solve the problem, we have sent our solution to your email. Your attention and reply will be highly appreciated.
Thank you for your time and effort.
I love this site because they have an awesome selection of styles, colors and fabrics. Also, their customer service is great. I have to say it's not as speedy as I'd like due to there's no number to contact someone; only the message feature, but they respond promptly and resolve issues quickly. I got this for my granddaughter so I'm not able to include a photo right now, but the dress was so pretty and fit perfectly in accordance with their measurement charts, etc.
Dear customer,
Thank you for shopping with us. It is really our greatest honor to hear that our dresses have caught your attention. Thank you for your compliment. To take care of each problem customers mentioned, we usually deal with the after-sale problems via emails, which are convenient for sending some files, such as pictures showing the problems and return form. In addition, because of the time difference between us, we really do not want to disturb our customers when they are having a rest.
If you have any problem of your order, you could contact us through Live Chat or send a Ticket to us.
We hope that we can have more opportunities to serve again in the future. If you have any needs in the future, please contact us. We were, are and will always be ready to help you.
I ordered the dress for a ball for my daughter. Ordered in plenty of time allowing the 33 days for the making of the dress and paid a large sum for expedited shipping. It took over 2 months to get to me in the end and the ball was already over. Had to buy a last minute replacement on Amazon. When the dress finally did arrive, well after it should have, it was absolutely beautiful but it's now going to sit in the closet unused after costing me nearly 200. Not worth the hassle or cost of returning it. I definitely wouldn't recommend using this company unless you have months to allow for a dress to arrive.
Dear Denise,
Thank you for shopping with us. We have learned your main complaint and we are sorry for all the inconvenience caused.
1. All of our dresses are made to order, usually, the dress needs 15-17 days processing time. Due to the Corona virus, some makers were not allowed to be back to work and the delivery time was also be greatly affected. We will highly appreciate it if you could understand that.
2. We are so sorry that our delay made you feel unsatisfied. We are more than willing to solve the problem for you. We accept your return and please be assured that the return postage will be at our expense.
The detail return information has been sent to your email. Your attention and reply will be highly appreciated.
Thank you for your time and effort. Please contact us if you need any further assistance.
A full refund was posted to my account a day after posting an update to my original (bad) review about JJ's return policy. There was a lot of effort and time involved to get this refund (I ordered the jacket back in January) but they came through eventually. My advice would be to stay persistent with this company if you want to return a defective item. They don't make it an easy process! And if you are ordering for a special event, order way, way ahead of time.
Personally, I will now be looking elsewhere for my MOTB jacket.
Dear customer.
We are sorry for the inconvenience caused. We totally understand that you want this issue to be solved as soon as possible, we also hope you could kindly understand that we have no control of the delivery time and we are not making any excuse to not refund the money to you.
We do care about your shopping experience very much and personally, I can understand your feeling and situation since I am also a customer in some circumstances, so we have applied for a priority of your refund. Once your refund is issued by us, you will receive a confirmation email. Please remember to check your account in the due time.
If you do not receive the refund on the estimated date, please contact us through email. We will try to help in any way we can.
Thank you again for your time. Please contact us if you need any further assistance.
Ordered a jacket for my daughters wedding. Ordered a size US8 (2 sizes big, just to be safe) The bust size is supposed to be 35.5 inches and they sent a jacket that is barely 30 inches bust! I let them know and sent pictures. They want to charge me return shipping for their mistake. I objected and now they want me to send pics again. I did. They are giving me the runaround on this. Now they say there is a problem with sending out return shipping labels! If this continues I will be complaining to the BBB in the strongest terms, and thinking of setting up a Facebook page which will be devoted to making sure this company's bad customer service and reluctance ( refusal?) to accept returns will be known. My son works in data analytics and has a few ideas on how to get the word out about this company if need be. I will hold off for a few days to see if I actually get a refund/coupon/return label. Meanwhile the clock is ticking toward the wedding - extra stress that as mother of the bride I dont need!
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- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear customer,
We are sorry that you have such a problem with your order. To help us solve the problem in a timely manner, could you please give us your correct 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.