Sue B.

Edit: Despite not hearing back from customer services, unexpectedly a replacement chair turned up today so I've given them a second star. I actually want a refund not a replacement as the back is hinged with no locking mechanism so not what I expect from an ergonomic chair. I have the right to return the chair but as mentioned below there is no returns information so I'm now back to waiting to hear from them. If they sort this out I'll give them another star. Watch this space.

I ordered an office chair. The box came promptly but all internal boxes had been opened and resealed and the chair appeared to be a previous return. I immediately contacted customer services and got a reply asking for photos. That, unfortunately was the last I heard from them. Several emails later and being on hold for days at a time I haven't got through to them again. In the end, deciding I would have to keep the chair, I assembled it, only to find it is faulty. There is no returns information which is against the law, as there is a right to refusal and return. I have reported this to Trading Standards.

I purchased a lifeproof iphone 6 case from an outdoor company in the UK and the charging port cover promptly snapped off. The UK company refused to replace it and said I had to go direct to LifeProof. I was not hopeful at having to call a US customer service number, especially as the case was bought via the third party, but their customer service was AMAZING. The lady I spoke to could not have been more helpful - really lovely and reassuring that she would sort out the issue. I only had to photograph the case and send it through, and they posted a replacement case straight out to me. Fantastic.

UPDATE: After posting the review below with 3 stars, I was contacted immediately by Customer Services offering a full refund. This was more than was necessary; I was happy for them to just cover the cost of the alteration, as I do really like the dress. JJsHouse have therefore agreed to pay the alteration fee. They also followed up with a phone call. This seems like a company who really want their customers to be happy. I will order again.

I'll start with the good points. The dress was made within a day and delivered within the week which far exceeded expectations. I paid for a custom fit, and in general the dress fits, although it is too big on the bust (see bad points). I do intend to keep and wear the dress once altered. The quality of the dress is generally good and it is fully lined. Also the customer service team were great at addressing my questions and concerns before purchase.

The negative points... The dress is too big on the bust. It does actually fit at the widest point where I took the measurement but then it flares out towards the armpits and will need taking in. The 'cups' also extend up too high as though catering for a much larger cup size. I hope this will be easy to alter.

Other things to be aware of: people have mentioned the import VAT costs. I wasn't aware of them when ordering but feel this is my own fault and that I should have known this so I am not holding this against the company! What you should know though is that DHL put a £7 admin charge on top of the VAT as their handling fee (DHL pay the customs VAT charge on your behalf, then contact you to reclaim it, for which they charge this fee). So, a £57 dress, plus £17 custom fit fee, plus £17 delivery charge, plus £22 import tax including admin fee, ends up as quite a pricy dress. None of this is a reflection on JJsHouse, but something to be aware of.

In summary, I am glad I bought the dress as I couldn't find a bridesmaid dress for the wedding. The custom fit is not quite right but I think can be altered. The turnaround time was brilliant, the quality good, and the price overall comparable to the high street.