Founded in 2010, JJ's House is a leading global online retailer for wedding-related, prom, party, and occasion wear dresses. With over 2,000 different types of dresses in regular, petite, and plus sizes, we’ve got you wrapped up in silhouettes and styles to make you feel beautiful and make your big moments lasting memories. We offer various services to make your dress search easy: Color & Fabric Swatch for a small fee, Try-Before-You-Buy service, Custom Size option and Global Shipping services. In addition, 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 !
Reviewers had a great experience with this company. Customers frequently share that the ordered products feature stunning quality, beautiful details, and gorgeous materials that make special events truly memorable. People also widely appreciate the reliable delivery service, noting that packages arrive safely on time and the overall online ordering process remains completely straightforward.
However, some people mentioned that items occasionally arrived heavily wrinkled because they were tightly packed into very small boxes for shipping. A few other consumers also felt that certain garments suffered from unexpected quality flaws, unwanted material snags, or noticeable sizing inconsistencies upon final arrival.
Back on the 30th of May, I wrote a review about the challenges in dealing with JJs House.
Off the back of the review, we received an initial response June 2nd during which as a point to note, we were asked to remove the Trust Pilot Review.
We received the details to send the dresses back - these were received back at JJs House June 11th.
Having heard nothing, around the 27th of June, another query was raised, off the back of which, it was confirmed we would receive a refund. We were advised the refund would take between 7 and 15 days.
Refund value received by day 15 - £0
Day 16 - £0
17... - £0
18... - £0
19... - £0
20... - £0
Disappointing.
Day 21 after being told refund would be with us at Day 15, another query raised (27th July).
28th July - response received from JJs House advising a refund will be with us between... 3 and 15 business days.
To summarise, it's seems the refund time estimated in real terms will, if the refund is received by day 15, be over 2 months after the dresses were signed for back at JJs House.
Potential customers can decide for themselves if this is the type of resolve time they are willing to consider, should anything be wrong with potential purchases, this not withstanding the delays to actually be told where to send the dresses back in the first place.
Not a good experience.
I wish I didn’t have to give this place even 1 star - SCAM!
Paid £43 for a pair of shoes which I took out fo the box to look at to then put back into the box and posted back as they were wrong. Posted back my return and heard nothing for 4 weeks!!! I then got a refund of £28 when I paid £43!!!!! Who are these people? Crooks and will never ever use this site again - disgusting!!!
Please BEWARE of this site!! I ordered quite a few items from this shop and paid £50 for shipping. I then got emails and texts from DHL stating I had to pay customs of almost £80!!!! I refused to pay this and contacted the customer support For all items to be returned and receive a refund and was basically told to pay the amount as my goods would be destroyed by the courier. After contacting DHL they told me they are happy to return to JJShouse but this would need to be authorised by them or they could request to have the items destroyed.
Basically if you do not pay the customs they will tell the courier to destroy your goods meaning you do not receive a refund instead of just taking the order back, refunding and no one is out of pocket.
This was all explained through one message a day correspondence with the same generic reply. I will never shop with this company again and will ensure everyone I know doesn’t either. Complete crooks!!!!
Beautiful Shoes, but take care when choosing the size!
I bought 2 pairs of shoes from JJShouse and was very pleased with them. Delivery was pretty good, given the distance and the COVID-19 pandemic. The shoes are of good quality material and will definitely last a long time!
My one piece of advice is in relation to choosing your sizing! The UK and EU conversions do not line up exactly on their chart, so choose what you would normally have in EU size on their chart. I went with their UK sizing and they were a tad tight (still very wearable once the material was broken in). Would order from here again.
Overpriced postage, think your getting a bargain but your not
I ordered stuff in January and didn't turn up till April, when it arrived items were damaged and items missing which I was not happy about after waiting all that time and paying £29.00 postage for a little box to arrive, and the items that were missing they would not send them out again only refund you so if I wanted the items again I would be paying overpriced postage again, I have since tried to reorder as I had a flowergirl dress in my previous order and can't get the colours to match up from anywhere else, so I thought I would try again and the postage is now £79.00 when I got to payment saying it had been reduced from £112.00 they just advertise these reduced priced dresses and bump it up on overpriced postage, would stay well clear and they really don't want you to send anything back or give a refund me and my partner struggled for well over a week as they only get back to you at silly hours of the morning, and on there site just shows good reviews, stay clear
JJ's House 回复2020-06-04
Dear customer,
Hope you have a nice day.
We have known your main complaint and we are sorry to bring you all the inconvenience.
1. Due to the time difference between us, there will be some delay of our response. Please be assured that we will reply your email or request within 24 hours.
2. For the shipping cost, we are sorry for the inconvenience caused. Hope you could kindly understand that we have no control of it, it is paid to the delivery company, not us.
Freight charges have gone up sharply this year, but we will not charge you too much, please provide us the product ID, then we can check the shipping fee for you. We also sent you an email, you could reply in the email.
Thank you for your time and patience. Looking forward to your reply.
Postal Charge. I ordered some shoes from your company on the 28th May...I was charged £10 delivery. Had to reorder as 1st pair did not fit. Reorder 2 nd pair delivery charge £14. Same shoes just 1 size bigger. WHY. Dont understand.
JJ's House 回复2020-06-04
Dear customer,
Thank you for shopping with us. We received your complaint on Trustpilot.
We have known your main complaint and we are sorry to bring you all the inconvenience.
We are sorry for the confusion caused. The freight rates rise among many countries, hope you could kindly understand the shipping cost is paid to the delivery company.
Regarding your problem, we have sent you an email. Hope you could check it later.
Thank you for your time and patience.
Purchased as fathers day gift for fiance as first father's day.
Ordered 14/05/20 arrived 30/05/50 total paid Inc delivery £36.62 - Opened the item to find it broken see pic, emailed customer service who have advised they will only offer 40% refund due to being personalised and I can keep item and try fix it!
Shocking response the bracelet is not fit for purpose and I cannot give a gift that's going to fall apart.
Would not recommend
JJ house have nice stuff yes I agree BUT. I paid £36 for my wedding shoes yes a bargain ten pound delivery.ok as the shoes was £26. The shoes was too small and the heel was cube not pointed so that was wrong from the picture.I managed to get a friend to to print out my return form to send back, and out of £36 I got £23 back . Its a joke I barely touched the shoe.
At last jjs house has agreed to refund me fully for shoes l returned if l changed my 1st review l posted on trustpilot,& l agreed if money was paid back . These wedding sandals were ivory satin but the heels were white & the fitting was too uncomfortable. I will not be doing business with jjs house again as it has been a epic journey to receive my full refund.
JJ's House 回复2020-05-28
Dear customer,
Hope you have a nice day.
We have known your main complaint and we are sorry to bring you all the inconvenience.
After received your return, we refund the shoes value refund for you. Hope you could kindly uunderstand that the original shipping cost can not be refunded because it has been paid to the delivery company. You returned the package via return label we provided, so the return label fee of £3.00 should be deducted from your refund.
Regarding your problem, we have sent you an email. Your attention and reply will be highly appreciated.
Thank you for your time.
Do not order from this company!!
Ordered something yesterday. Today got an email saying there was a problem with my payment card and looking for photo of bank card and passport!!! Fraud alert 🤬🤬🤬🤬🤬
JJ's House 回复2020-05-20
Dear customer,
Thank you for shopping with us.
We are sorry if the request for photos of your cards made you uncomfortable.
As we explained, the payment has gone through from your card indeed, which means you have paid for this order. But the payment is held by the third party we used to check all the transactions to avoid possible online fraud.
We understand your concern since this involves your personal information. However, you can stay assured that we, a big company who has been running this business for several years, will not keep or use any of your private information for any purpose.
Also, you can cover some sensitive information like your passport number, since what we need is to match your identity information with your card information. You can only show us your name of your passport and the credit card, and the last 4 digits of your payment card number are needed to be seen.
Thank you for your time and patience. Please contact us if you need any further assistance.
UPDATE:
Dear customer，
We have cancelled your order as per your request and offered you a full refund. The refund will be back to your account in 3-14 working days. Please check in due time.
Thank you for your time and effort. Please contact us if you need any further assistance.
Great company, fantastic dresses, had to get a refund due to some personal issues and customer service were phenomenal! I got my full refund back within 2days despite the Leeway of 3-14 business days.. no qualms :) - Thanks JJ’s x
The dress i ordered for my sons wedding is not fit to wear. The style and size of the dress is perfect but the hem of the dress is puckered all along the ftont as the under layer and top layer are two different lengths.i have emailed jjshouse on numerous occasions to ask for a return address but they have just offered me a 40% then 50% discount which is not acceptable. I or no one else can wear this dress as it is. I am very upset at the attitude of jjshouse.
JJ's House 回复2020-05-06
Dear customer,
Thank you for shopping with us. We have known your main complaint and we are sorry to bring you all the inconvenience.
First of all, we are glad to hear that the dress style and size fit you well.
For the problem you mentioned, due to each of our dresses is purely hand-sewn and customized, some small error measurement is unavoidable. We have reported this issue to our dressmakers to urge them to make the improvements to offer better dresses.
We would like to offer 40-50% item value refund to help you find a local tailor to make some modifications which is more convenient an sufficient.
But I am sorry that this solution is not okay with you. Your satisfaction is always our main priority, so we will work out the best solutions for you. Please be assured that we will take care of your problem.
Thank you for your time and patience. Please contact us if you need any further assistance.
I have been trying for over a week now to return my order, which arrived two weeks too late, after paying expedited delivery. I have opened several 'tickets' and also opened them via Live Chat. Live Chat state that they can't help you with after sales, but will create yet another ticket! In other words, they are only there to help with orders, and get your money. I most certainly have not received a response within 24 hours, as stated in another review answer. It is a shame, as I was going to order eight dresses for another wedding next year, but with service like this, I would be sceptical to do so. I am also disappointed that staff can take the time to respond to reviews, but not to customers.
JJ's House 回复2020-04-23
Dear customer，
Thank you for your email. We have learned your main complaint and we are sorry for all the inconvenience caused.
1. After checked, we did replied your previous tickets, please check spam/junk messages. (More details show in the email we send )
2. For the delay. The dresses in your order need 7-9 days processing time since each dress is made to order. You can check the processing time on product page. The order was dispatched within the deadline, but it was delayed by the delivery company. We are sorry but we have no control of the delivery time, especially during this abnormal period. Your kind understanding will be highly appreciated.
3. Please be assured that we will take care of your case and accept the return. We were, are and will always be ready to help you.
The return form and return label also have been provided in the 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.
Terrible customer service. They kept sending me the wrong sizes and then argued with me that they were the correct sizes!
Refused to give me a discount for the inconvenience.
Please believe me, do not use this website! It's too stressful!
Order number 0541187088
Please read this and pass it on.
I ordered a pair of "SUEDE" boots from JJsHouse.co.uk on the 17th of Jan 2020 assuming it's a uk based business.
I paid £7 for delivery between 7 to 10 days.
On the 19th of Feb i contacted JJsHouse as i had not received my boots. I was told, that my order was coming from China and because of the Corona virus, nothing is being sent out! I said; in that case i don't feel safe receiving anything from China and i requested a refund, which they agreed to and put it in writing, meanwhile as i felt something wasn't right, i screen shot the entire live chat. On the 5th of March they emailed to say my refund is being processed. On the 14th of March i received TWO emails, 1 to confirm the cancellation of my order and the other to say my order has been shipped out and could i leave a positive rating on their website!!!!
On the 24th of March I received my boots!! And they're made out of "VELOUR FABRIC" and not "SUEDE" and ofcourse NO REFUND.
A CON.
Absolute scammers. I ordered two bridesmaid dresses and, when they pushed back the delivery dates by a month, I requested that they cancel the orders. They assured me on live chat that they had been cancelled then they shipped them anyway! They’ve finally said that their cancellation policy is 120 hours after receipt of payment - though surely you have the right to cancel if they fail to deliver? The dresses arrived with no paperwork. I’m now trying to kick off the returns process but not hopeful. Complete scammers. DO NOT USE
PLEASE be careful before using! Their customer service is appalling, I’ve raised numerous issues with their only form of contact, ONLINE CHAT, who are of course pleasant and accommodating but it stops there. Customer services or their processing team do not respond to any messages until it’s deemed too late. Processing times are not quick, and dresses do not arrive in time. Please look for alternatives to ensure you have a happy wedding day.
UPDATE: the dresses arrived, despite my numerous attempts to cancel. They were absolutely gorgeous. I appreciate the delays with the corona virus pandemic, however 7 weeks to respond isn’t acceptable. Regardless, it was dealt with eventually, and under normal circumstances, I would hope your customer contact and service would be as you say, rather than what I experienced. My advice to others is ensure you allow up to 8 weeks in case there are delays. I know this is an exceptional time, but there was little to no communication. A general message to all customers would had been a start.
JJ's House 回复2020-04-16
Dear customer.
Thank you for your purchase and taking the time to write a product review. We are sorry to bring you the unhappy shopping experience.
Because of the time difference between us, we usually deal with problems via emails. If you has any problem, you can contact us through Live Chat or Ticket.
We are sorry for did not response to your requirement in timely manner. 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.
Sorry for the inconvenience and thank you for your understanding.
I have again received a response from this company where they do not relate to my questions at all and my request to get my money back.
I have received neither money nor my order. It's a scam company and I can't recommend this to anyone at all. They cheat and deceive.
My fiancee ordered two bridal hairpins for our upcoming wedding. When they arrived, one was faulty and she was unsatisfied with the other. When she proceeded to seek a refund she got a similar response to many others on trust pilot, with the offer of a 40% refund on the damaged item only and then, when pressed further, a 60% refund on the damaged item only. This is completely contradictory to their quoted refunds policy and they are now ignoring all of her emails. They are, as many say, a scam company and I would strongly advise against using them.
JJ's House
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