Hidden order hold, poor communication, and no accountability
I ordered a custom size dress from JJ's House because I wanted to avoid exactly this kind of stress. I chose them over cheaper competitors because they present themselves as moire premium, more reliable, and better organised. Based on my experience, that image did not match the reality at all. I provided all required measurements with my original order, including the bust measurement of 97cm. After placing the order, JJ*s House contacted me again to confirm the bust size. I replied the same day and clearly stated again that the measurement to use was 97cm. I also added a note that the measurements naturally vary, in case this was relevant for tailoring, but the actual size I gave them for the dress was clearly 97cm. Despite already having this measurement twice, JJ's House stopped the entire production process. I was never properly informed of this. Their later email went into my spam folder but I repeatedly checked my account on their website to make sure the order was still moving forward. I checked about every two days because I needed the dress for a specific date. The order status always showed "processing". There was no clear warning, no "on hold" status, and no obvious indication in the order overview that production had stopped. I only found out by accident when I noticed a separate tab in my profile called "Tickets". I did not even know there was a ticket open. That is where I finally saw the messages saying the order was suspended and delivery could be delayed. There was no clear notification in the normal account area and from the customer size everything looked as if the dress was being processed normally. What makes this especially frustrating is that this was not the case where I forgot to provide the information. I sent JJ's House the measurement twice. First, I entered it with the original custom size order. Then when they asked again, I replied the same day and stated 97cm again. The fact that I also mentioned natural variation as additional context does not change that I had clearly given them the size to use. Instead of handling this properly they treated it as if I had not confirmed anything, stopped production, and later framed the delay as my fault. I needed this dress by Mai 13, which was within the original delivery range when I ordered. Because they had held the order for so long, they then told me that it would arrive around May 26, far too late for my event. Their proposed compensation was only a small coupon or a 5 percent refund, despite the fact that their own system and communication process failed to make the order hold clear. If you need a dress for a fixed event, be very careful. My experience shows that JJ's House can put an order on hold without making this clearly visible to the customer. The order status in my account still showed "processing", so there was no obvious way for me to know that production had actually stopped. This is exactly the problem: if it happened to me, it can happen to you too. Their follow up emails landed in my spam folder, which can happen with any email provider. I also suspect that the amount of marketing emails I received from JJ's House after placing my order may have contributed to this. They sen me marketing emails almost every second day, and after a while their messages started being classified as spam. That makes it even more important that critical order updates are clearly visible int he customer account. In my case, they were not. The website still showed my order as “processing”, while the actual issue was hidden in a separate “Tickets” section that I only found by accident. For an order connected to a wedding, graduation, prom, or any other fixed event, this is a serious risk. You may believe your dress is being processed, while in reality it is on hold and you have no clear warning. By the time you notice, it may already be too late. In the end, because I still urgently needed a dress, I ordered from Azazie instead. They shipped the dress to me within four days, and it arrived perfectly. That made the JJ’s House experience look even worse, because it showed that reliable service and fast handling are absolutely possible.I returned the JJ’s House dress because it arrived too late to be useful. I ordered from JJ’s House because I thought paying more would mean better service, clearer communication, and fewer delivery problems. That was not my experience. If you need a dress for a fixed date, I would not rely on JJ’s House. Edit: JJ’s House, my order number is 8447255101. Your suggestion to contact customer service is not fitting, as this review is about the customer service interaction I already had with your team regarding this exact order.