House of CB
Reviews and Complaints

Hi there!

I purchased a tracksuit in late December for my daughter in law for Christmas. It was too big for her so she went to change it for a smaller one but there wasn’t any of the same tracksuit left. She tried to pick something else but couldn’t find anything to fit. So she asked for a gift card which was refused. Which is fine I understand that bit but she was not allowed to wait until the tracksuit was restocked to exchange it as the gift receipt runs out. Please can you help resolve this as I paid £150 for the tracksuit roughly and she is really upset she can’t exchange it for a size that fits she is physically very poorly through personal circumstances and has to plan every day out for someone to take her to a shop. So this is why it’s been so difficult to simply exchange a tracksuit. I hope you understand this and will help me resolve this quickly.

Thanks

Lucy Berry.

I’ve returned an item. However they’ve accepted the return but seem to have a problem issuing the credit to the proper location. I’ve been told that they’ve issued a gift card. I still have not received a gift card. I have contacted the Melrose location no less than ten times. The manager Kikey is very uninterested in making me whole although it has been since January of 2023. Extremely poor customer service. I will not do business here again and I will advise others to do the same unless they course correct for my inconvenience.

Simone Braxton

I bought a dress from house of CB. I wore it, but realised it hadn't been stitched properly and it was coming apart. I contacted them before I returned this dress and sent pics. They told me to send it back, this was within 2-3 weeks of me purchasing it. I waited weeks for my refund to be eventually be told, after chasing a few times, that it would be repaired and sent back. This doesn't follow consumer law, which I pointed out. I've still been waiting weeks, the refuse to give me a refund and haven't returned the dress.

Be careful when you return an item!
I returned a dress and even paid extra to have the package signed upon receipt, as instructed. Three days later, I looked on usps tracking and it was returned and signed for by an house of cb employee, so I tossed the receipt.Two weeks passed and I hadn't received a refund so I emailed them. They indicated they never received the return, even after I told them it was signed for. I went to the post office and begged them to pull up all the transactions from that day . I sent house of cb a copy of the proof of return and their employees signature. A week later I received a refund, no apology or anything. Had I not found the info from usps, I would've been out of over $200 and they'd be $200 richer, and have the dress back. To make matters worse, usps only keeps records for 30 days, so I'm grateful I went on the 27th day, and it was still in their system.

I return my items back for more then a week ago! House of cb received 28th nov. And my money on my credit card is still blocked. I send several emails and i get a respond we will get back to you. I wait know mote then 4 weeks. And still have a blocked credit card money from 860 euros. Very very bad service and i never ever order anything more . Amd i tell it everybody. Cause this is very bad! I called my credit card and they going to make a case from it!

Order 2616770 and 2616771

I have just purchased a few dresses to the value of $950. I am yet to receive a confirmation email of my order. My details are. The money has been taken out of my account but I have nothing in writing to prove my purchase.
Gina Chiha
Address. 7 lavender ave punchbowl nsw Australia 2196
Phone [protected]
Email. [protected]@hotmail.com

Pls respond to me as soon as possible
Regards

I've been trying to order but my card doesn't work. Why? ☹️ I don't understand. I'm gonna buy so much but it's not working. Can someone tell me why? It's a visa debit card. And my friend tried his card too. Is it because the card is from Philippines? I need to know cause I'm gonna buy like 1, 500 euros amount of purchase huhu. I'll be using it for my Europe trip and I really love your designs! Please get back to me asap. Email me @ [protected]@gmail.com or thru instagram @ellasanandres

As a first time customer, I am EXTREMELY disappointed with the level of service I have received from a "reputable company" such as House of CB. I made a purchase on May 7, 2019 for a 'ELLA' Neon Green Ruched Organza Mesh Mini Dress, with an advertised 2-3 business day delivery. I have yet to receive the item but instead received 4 emails about restock date being pushed back—each time with a different date.

I need my full refund. You send me an email that two items have been refunded by my gift card only reflects the amount of 1 item? Seriously? Fix this issue. I need my $75 back. As soon as possible since I need to use the gift card to buy my graduation dress for May 10th. In less than a week

I attached two photos as evidence. You supposedely refunded two items but my gift card only has $89 instead of $75. I also took pictures of the items before I returned them, they were in perfect condition.

So please, give me my money back.

Thanks for fixing this issue

I purchased a dress for my 15 year old daughters prom which when it arrived was very poor quality and didn't fit. It was return immediately with a request for a refund. We had to pay for the postage for the dress to be delivered and to be returned. The Company are now ignoring Consumer Rights Act by refusing to give refund . I have asked them why they don't follow the Act and they ignore me I also asked them who is head of their complaints department and again ignored. Wish Id read the reviews on this company before I lost my hard earned £89. I have been advised to take them to the small claims court.

I bought the dress online from their shop, i needed for wedding. paid £130, after not even 2h straps got broken, tried to fix it and was keep breaking, after 3 days also golden straps changed colour, such a disgusting quality, sorry but £130 which didn't even last half day and caused issues on the event i should enjoy instead of sitting in the toilet trying to fix the dress ?

I ordered an dress 13th of January, received the dress and the item did not fit at all! I paid £10.00 to return the dress as in the box it stated I can return aslong as the packaging isn't removed and tag and the plastic part to try it on. then waited for my refund I had a email then stating I am not entitled to a refund as it was sale! it did not say this when checking out even when I went onto returns did not state only said the price to return it! I have been contacting them to request it they have said the item has been sent and sign for by a false name, they had me under the impression the dress I had to pay for is now in another home, so I again said I want my money back! they have now emailed saying they made a mistake they will send it out! however the dress is useless to me if I knew it wasn't returnable I wouldn't of brought it due to never used the site before, however considering it being a high quality clothing line I would have thought you would have had the right service to go with it! honestly am so disgusted with this service and all I want is my money back!
thanks.
charley.

If you plan on returning anything to houseofcb good luck as they do not follow the basic laws stated in the consumer rights act!

Do not purchase their tahnia dress. The crystals on it constantly catch on itself leaving totally embarrassing pulls and threads all over the dress after wearing it for only a few hours to dinner! I tried to return this dress to them asking for a refund or store credit, I would have been happy to take a different style dress as in the past I have been perfectly happy with the brand. However they declined my request and sent me a replacement dress. I then explained to them that I refuse to pay £199 for a dress that is clearly unfit for purpose and that it is actually my legal right under the consumer rights act to a refund. After also explaining and sending proof that a friend of mine purchased the same dress with the same issue and received a credit note, they continued to decline my request due to "management refusal"!

Their inexperienced customer service team sent me this unacceptable reply, therefore leaving me with no choice but to take them to the consumer ombudsman and file a claim with the small claims court:

"hi isabella,

Thanks for your email. I am sorry we aren't able to fulfill your request this time. However, I am afraid that our management remains firm in their decision.
If you have further questions, do not hesitate in contacting us.
Kind regards,
Lucila"

Thank god I ordered just once and didn't lose more money.
I placed my order three months ago and since then I haven't heard anything from them. They just disappeared with my money and I guess with other people's money as well.
There's no way to contact them and no wonder they don't want to provide it. I doubt they even have their own phone number because it would be too much for them
Please, stay away. Learn from other people's mistake.

My complaint has to do with the impossibility to return an item. I have been trying to do it for a month and haven't succeeded.
First of all, customer service is weak, I guess they have 2-3 people working at this department and they rarely answer. The worst thing is that they don't publish their contacts and that makes the communication almost impossible.
I am tired of this mess.

Do not order from this company! They will scheme you! I ordered a dress for my sisters wedding, which was too snug on my hips. I tried it on once, put it back in the box and sent it in for exchange. Nothing removed, never worn for more than five minutes, MAXIMUM! First of all, after sending the package I received no correspondence. I sent an email to follow up and was told my package was under investigation. I repeatedly sent emails to follow up on this. The company emailed me back and refused to exchange my dress stating the investigation was completed and there were signs of it being worn and a tampered security ribbon. If I wore the dress, why would I not just try to fully return? I clearly had to exchange because the dress did not fit! The worst customer service department I have ever dealt with. It's a shame because the dress was beautiful, but unfortunately customer service ruined the experience and they are scam artists. My sisters wedding is in two weeks and I now have nothing to wear! Look at the yelp reviews. This is an ongoing scheme! How can every person who returns or exchanges receive the same email stating the dress was soiled and worn?

This place is a SCAM! So i bought this dress. It had a card that said can't be returned/exchanged if any makeup, oil etc is on it. So i tried it on right when i got out of the shower, it did not fit... and that was that. I returned it to exchange it for a different size.

I hadn't received any sort of email confirmation about my exchange. So I emailed and they said they'd look into it. I get an email back saying there are sweat marks on it and security tags tampered with and that I've worn it! THEM: "However, I have been advised by our return team your item shows signs of being worn (sweat marks on back and chest areas) and our security tags looks like it has been tampered with."

Ummmm hello! it did not fit! Which is why I wanted to exchange it! Complete BS!

DO NOT ORDER FROM HERE. Read the reviews, i wish i did before ordering. Apparently they do this all the time. Refuse to exchange or refund and claim there are stains. It's their shtick! That's $160 thrown away!

Everything I received was super small and did not fit at all! It is completely ridiculous! I gave them the exact measurements and still they messed up the whole order. And the worst part is that they refused to exchange for a bigger size. Not to mention that they also refused to refund me!
House of CB is a total joke! So what am I supposed to do now with all that barbie size clothing? Such a waste of money.