the dresses boning broke on the night and i had to keep sticking it back in. the zipper is absolutely terrible and for such an expensive well known company, it is very poorly made. don’t get me wrong... See more
Company replied
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I'm just so disappointed, my parcel was rejected twice by the DPD drop off, now it's heading back the House of CB warehouse, I haven't heard back on when or if they are going to try and deliver this a... See more
I originally bought this dress but had to return it because the zipper was stitched far too long, creating a big bump , something completely unacceptable for this price point. I reordered the d... See more
Ordered a dress advertised as suitable for a UK size 14–16. My measurements fall directly within the stated size guide, yet the dress did not fit at all and had to be returned. I was then requi... See more
Company replied
2.1
Poor
2K reviews
Replied to 51% of negative reviews
Typically replies within 1 week
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very bad customer service
very bad customer service. size chart is not accurate compare to other European and American brands . I have returned an item according to instruction more than 2 weeks, Never got back to me, I found the contact on messenger, but they only gave all kinds of excuses. I am still not reimbursed so far. worse customer service i have ever had
7 October 2025
Unprompted review
Reply from Houseofcb
Hi there,
Thanks so much for reaching out. Our items are designed to fit according to the measurements advised in our size guide. Since sizing can vary between brands, we always recommend double-checking your body measurements with our guide before ordering to help ensure the best fit.
As for your return, we’ll send you a confirmation as soon as it’s delivered to us. The delivery timeline depends entirely on the shipping method you chose for the return, so it may vary.
If you ever need assistance, feel free to reach out through the "Contact Us" section on our website or send us a message via our messenger service.
Once we receive your return and confirm it meets our return policy, we’ll be able to process your refund.
In the meantime, could you please DM us your order number and the return tracking ID? We’ll be happy to check on the status for you.
Update:
Thanks! We've received your reply. Unfortunately, we don't have any orders under the email address you provided, and the order number is not valid (our orders numbers have 7 digits only). We've sent you an email to obtain more info. :)
high price, low quality, extremely bad service,anger anger anger and goodbye!
Summary first: high price, low quality, extremely bad service, potentially cheat customers for the return policy......
this is the first time i bought CB but also it will be the last time, the dress i received is so ugly, and the material is extremely bad, and it's full of wrinkles, it seems worse and cheaper than some random stuffs from cheap market! even the clothes i bought in vintage store is more beautiful than this one! this is not acceptable and it is a way to cheat customer and i am so angry and this is my first time in life writing this bad comment! and when i wanted to return i was told they can only return my money as gift card, this is so much illegal!!!and every customer has to pay the return fee!
Summary:anger anger anger and goodbye!
26 September 2025
Unprompted review
Reply from Houseofcb
Hi,
Thank you for reaching out.
It’s quite normal for items to have a few wrinkles after shipping, as they need to be folded to fit into packaging. Some materials are more prone to creasing than others as well, but you should be able to remove them easily with a low heat iron (don't apply direct heat). While we take care to minimize creases, it’s unfortunately impossible to guarantee items will arrive completely wrinkle-free.
All of our products use high-quality materials, and we provide detailed information on our website (product description) to help you choose the right item before placing your order.
Regarding returns, please note that return shipping costs are not covered by us as stated on our website. Also, items purchased during regular sale promotions can only be returned for store credit, as outlined in our return policy as well. If you purchased a sale item, we can only accept it back for a refund by store credit or exchange. These policies are outlined on our website, so you can check them before you proceed with your purchase: https://app.houseofcb.com/orders
Please send us your order info when you can, and we’ll be happy to review this further for you.
Update:
We haven’t received a response or your order details, so we're currently unable to provide further assistance. If you still need help, please feel free to email us at hello@houseofcb.com. We will be happy to assist you there. x
Awful quality and customer service
Awful quality and sizing inconsistencies. When you provide them with ample proof of these defects they still require you to pay the return shipping fee and only if they deem it faulty after an inspection will they refund the shipping cost (but only up to £20). The prices simply do not match the quality nor customer service. Avoid!
23 September 2025
Unprompted review
Reply from Houseofcb
Hi,
We're so sorry to hear this! Could you please DM us your order information so we can look into it for you?
The team is following our policies and standardized procedures. As stated on our website, we don’t normally cover return costs, so we don’t have return labels. However, we completely understand your concern. Once the item is returned, we’ll be able to inspect it to confirm if it’s a manufacturing issue and guide you on the next steps.
Please send us your order info when you can, and we’ll be happy to review this further for you.
Update:
We haven’t received a response or your order details, so we're currently unable to provide further assistance.If you still need help, please feel free to email us at hello@houseofcb.com. We will be happy to assist you there. x
I mistakenly returned a dress from…
I mistakenly returned a dress from another brand to House of CB, and the customer service team at House of CB contacted me and promptly returned the dress to me.
They replied to my email in every minute! They are very effective and supportive in helping me correct my mistakes. I’m really impressed with their excellent customer service!
I 100% recommend purchasing from House of CB. I have had a few experiences buying from them, and all have been good.
Thank you to the customer service team again!
Their design is nice, and they also offer good customer service, making it worthwhile to buy a dress from them. Highly recommend!!
24 September 2025
Unprompted review
Low Quality, TERRIBLE CUSTOMER SERVICE
bought a pair of boots for my vegas trip. They were stunning, but as i was walking out of the hotel, wearing it for the first time, the bottom came CLEAN OFF. just by walking. I emailed them with photos, asking for a refund, unlike other companies who offer an immediate refund or store credit, they required me to send it back, refused to give a prepaid label, wait for inspection, and then only offered store credit, $25 in compensation to send it. I spent $50 to send it back because the shoebox is huge and they needed to package it. I explained my frustration and it seems like the person emailing me is a bot because basically they just told me thank you and to wait until they decide if it was faulty or i am lying. DONT SHOP HERE.
23 September 2025
Unprompted review
Reply from Houseofcb
Hi,
We're so sorry to hear this! Could you please DM us your order information so we can look into it for you?
The team is following our policies and standardized procedures. As stated on our website, we don’t normally cover return costs, so we don’t have return labels. However, we completely understand your concern. Once the item is returned, we’ll be able to inspect it to confirm if it’s a manufacturing issue and guide you on the next steps.
Please send us your order info when you can, and we’ll be happy to review this further for you.
Update:
We haven’t received a response or your order details, so we're currently unable to provide further assistance. If you still need help, please feel free to email us at hello@houseofcb.com. We will be happy to assist you there. x
DO NOT BUY ANYTHING FROM THEM ONLINE!
DO NOT BUY ANYTHING FROM THEM ONLINE!
Extremely poor service – faulty item and no accountability
I ordered a corset from House of CB for €141, and it arrived faulty – the boning was sticking out of the fabric straight out of the package. I immediately sent photos to customer service, but instead of offering a fair and quick solution, I was passed from one representative to another, each giving me the same copy-paste answers.
Despite clear evidence of the fault, I was told I must pay for the return myself, and only after inspection would I possibly be reimbursed (up to €25). This contradicts EU consumer rights, where a retailer is obliged to cover the full cost of returning faulty goods. House of CB refused to acknowledge this point and kept hiding behind “policy” and switching staff, which feels like a tactic to wear the customer down.
The corset fits me perfectly otherwise, and I even suggested a reasonable compromise (partial refund or store credit to cover the cost of repair locally), but this was ignored. Instead, I’ve wasted time, energy, and patience on poor service and lack of accountability.
For such an expensive brand, I expected professionalism and responsibility. Sadly, my experience has been the opposite. I will not be shopping with House of CB again and cannot recommend them.
UPDATE:
After posting this review, House of CB finally replied again. Unfortunately, instead of addressing my actual request, they repeated the same policy: I must pay for the return myself, and maybe get up to €25 reimbursed later. They also offered a replacement corset, but as I already explained, I don’t want a replacement – the design itself is too weak around the boning.
So even after going public, they still avoid offering a fair and simple solution such as a prepaid return or a partial refund to cover local repair. Sadly, this only confirms my impression: House of CB is more focused on wearing customers down than on true service.
18 September 2025
Unprompted review
Reply from Houseofcb
Hi,
We're so sorry to hear this! Could you please DM us your order information so we can look into it for you?
The team is following our policies and standardized procedures. As stated on our website, we don’t normally cover return costs, so we don’t have return labels. However, we completely understand your concern. Once the item is returned, we’ll be able to inspect it to confirm if it’s a manufacturing issue and guide you on the next steps.
Please send us your order info when you can, and we’ll be happy to review this further for you.
Update:
Thank you for your reply! We've confirmed your order number and will be following up shortly via email regarding your previous messages. Our team will be reaching out to you shortly via email to follow up on your previous messages and gather any additional details we may need. We're committed to resolving your issue as quickly and smoothly as possible. x
Careful with sizing - VERY expensive returns process
Bought a wedding dress through House of CB's website. Sizing WAY off so didn't fit in it (I'm a size 6 and couldn't get it fastened.
VERY pricey to return. Onus is on the buyer to pay for postage. My wedding dress was £600, so cheapest postage option came to £33!! Won't be ordering again as too expensive to try items.
10 September 2025
Unprompted review
Reply from Houseofcb
Hi!
Our items are designed to fit true to the measurements in our size guide, so we always recommend checking it before placing your order. If you're unsure, feel free to email us; we're happy to help with sizing advice based on your measurements.
Regarding returns, we don’t cover return shipping costs, as noted on our website. These fees are set by the carrier you select and can vary depending on the type of package that's used or the weight of the package. We don’t require you to use the original box, and using your local post office with tracking is usually the most affordable option. You can find all info at: https://app.houseofcb.com/returns
If you have any questions, we're here to help.
Update:
We haven’t received a response or your order details, so we're currently unable to provide further assistance. If you still need help, please feel free to email us at hello@houseofcb.com. We will be happy to assist you there. x
The quality of the product is amazing…
The quality of the product is amazing for thr price, really well made. Shipping was super quick also and the communication and standard of packaging was excellent. I had a query and customer service were very responsive and helpful definitely recommend, well done house of cb
17 September 2025
Unprompted review
Great experience
I just wanted to say what absolutely wonderful young women you have working for you. We went into House of CB today (Monday 15th September) at David Jones Pacific Fair, and they were incredible. My daughter has her high school formal coming up, and the girls could not have been more helpful. They were so kind, patient, and genuinely excited to help her find the perfect dress. They made the whole experience so special for her (and me!), and we left feeling so looked after. You’re very lucky to have such a thoughtful and professional team.
15 September 2025
Unprompted review
Thorough and Quick Response to a Query
My concern was addressed really quickly and thoughtfully and I am completely thrilled with my purchase - the dress is amazing!
1 September 2025
Unprompted review
It’s extremely overpriced & bad quality
It’s extremely overpriced for the product they offer. Thankfully i got an offer of 3 items (dresses) for 210£. Because if I had paid 210£ alone for one dress i would have been very annoyed: basically, one dress has buttons that were sewed stupidly bad. I have lost like 4, and i have had to resew all of them. The t-shirt i got is not well cut, it is not completely symetrical. These might seem tiny things but when someone asks more than 200£ for an item i expect nothing but high standards. Also, i chose the nice packaging and they sent me the tackiest one. Not buying again.
Edit: the t-shirt was supposed to be completely symetrical and well cut and the buttons are just shite and they have fallen over one by one until i resewed them. The package was shit. I don’t want a copy paste answer to my message, cause you’ve said nothing and what i have said stands.
22 May 2025
Unprompted review
Reply from Houseofcb
Hi! We’re so sorry to hear about your experience, and we really appreciate you reaching out. All of our pieces are crafted using high-quality materials, and we ensure the photos and descriptions on our website accurately reflect each design. You can also find full details about materials and styles listed on our site for reference.
Some of our designs are intentionally asymmetrical as part of their unique look and style as well, depending on the design you purchased.
We’d like to take a closer look at your order and see how we can help, in line with our policies. We’ve just sent you a DM so you can share your order details with us.
Update:
Thank you for your reply. We've now received your order number. We’ve reviewed our records and can confirm that we haven’t received any prior emails from you regarding this. For any future concerns or questions, please don’t hesitate to reach out to us directly. We’re always happy to assist.
Previously, we weren’t able to identify your order or the item in question, as that information hadn’t been included. Our initial response was based on the details available at the time. :)
Now that we have the full information, we'll look into this further and follow up with you via email shortly. x
Upsetting, costly experience
I bought the Ysabella dress for my senior pictures, which were scheduled for 9/1. This package came within 2 days, but when I tried it on, it would not zip. The brand claims that “if it clips, then it zips,” but after an hour of multiple people helping at the same time, it was impossible to zip. I followed their size measurements and fell well within the XS measurements.
I then ordered a size up on 8/28, but the package has yet to be despatched by 9/2, so I had to reschedule my photos. Now that the photos are rescheduled, the second package still has not come. It is now 2 weeks later since I placed my order, on 9/8, which is clearly not the 2-3 shipping they claim to have. Even though I am in the U.S., my package’s carrier is UPS (diff from the original FedEx), and was shipped throughout Japan and the Philippines, and it is still not here. I rescheduled my photo shoot for this week, so if it is not here tonight, I will have to pay over $40 in return shipping fee to return this next dress in addition to the last one.
Also, my House of CB login didn’t properly separate my two orders, so I couldn’t even see the status update of my second one.
Please do better on your sizing and shipping policy—it is incredibly misleading ( and yes, I did follow the size guidelines). I was extremely excited to get my dress, but after this experience, I recommend not ordering from House of CB for any special occasion.
8 September 2025
Unprompted review
Reply from Houseofcb
Hi! Our website information is accurate, and our items are designed to fit true to our size guide. We recommend choosing your size based on your bust, waist, and hip measurements, keeping in mind your usual bra size as well for cupped garments. If you're between sizes, one size may not fit perfectly across all areas, which is something to keep in mind when ordering.
Your order from August 28th was shipped on September 3rd, and we emailed the tracking details to you that day. Please check your spam or junk folder in case it ended up there.
As shown in the tracking info, the parcel has been delayed at your local customs office. Unfortunately, customs delays are out of our control and depend on local import processes. We do mention this in our policies to help set expectations for international orders:
https://app.houseofcb.com/orders
Since we're not based in the USA, it's also normal for international packages to transit through several countries before delivery.
Regarding your comment about "separating the orders", each order is processed individually, and you should have received separate confirmation and tracking emails for each. You can also find this info on our website or through our chatbox using your order details.
Just a quick note, return shipping costs depend on the courier and service you pick since we don’t handle the postage. We suggest using your local post office with a tracked service, and you don’t need to send the original box back so you avoid hefty costs. You can find all this info in our return guide: https://app.houseofcb.com/returns
If you need any help from us, you can email us anytime as well and we'll be happy to look into this for you x
The staff at Phipps Plaza were…
The staff at Phipps Plaza were friendly, professional and efficient. They made the experience like one you find in a high end boutique. We left the store with a gorgeous dress and a smile on our faces.
19 August 2025
Unprompted review
Difficult for Exchange
I purchased a dress and need to exchange for a large size. I sent the parcel to the adress where the customer service provided . I purchased it online and I don't understand why they asked me to send it to a address in China. It is difficult to trace the delivery of parcel. I am still waiting for the outcome of my exchange and very worried about it.
8 September 2025
Unprompted review
Reply from Houseofcb
Hi!
Our return process is super simple and fully outlined on our website, we provide a step-by-step guide to help you through it:
https://app.houseofcb.com/returns
We have several return addresses worldwide, and the one assigned to you is based on your location to ensure the most convenient and efficient return for you. If you have any questions before sending your return, feel free to reach out via email, we're more than happy to guide you through the process!
If you used a tracked shipping service, you can monitor the return delivery using the tracking number provided by your courier. Once your package is delivered to us, please allow 2–3 working days for processing. You'll receive an email confirmation once it's been checked into our system, as noted on our website.
Feel free to DM us your order number or the email associated with your order, and we’ll gladly check for any updates on our end. x
Update:
Hi! Thanks for your reply, we’ve been able to locate your order and we can confirm there have been no issues with your return. It's just still in transit to us, the shipping time depends on the service you selected.
The return address we provided is correct and is the closest, most convenient option for you based on your location among all our global return points, since we’re an international brand. This helps make the return process simpler and more affordable for you.
We also wanted to clarify that you don’t need to request the return through our website. As advised in the return form and our returns guide (linked in your confirmation email too), you just need to send the item back following the instructions provided, no need to notify us beforehand. However, you can always email us before you send your return if you need any assistance or if you have any questions. We're more than happy to guide you through the return process.
We see that you’ve already shipped the return, and once it’s processed in our system, we’ll notify you. If there's anything else we can help with, just send us an email. :)
The customer service is excellent
The customer service is excellent, and response time is quick even on weekends!!
7 September 2025
Unprompted review
Excellent service
Excellent service. Fast delivery. Always attentive when responding to my email. The dress is beautiful! A dream. I'm in love.
3 September 2025
Unprompted review
I had an excellent experience first…
I had an excellent experience first time in the London store.
My friend I came in store as the dress wasn’t delivered in time and our prom was on the day.
From the fitting rooms to the checkout point the service provided was outstanding and made us feel so relaxed in a stressful situation.
Thank you to all the girls there🩷
4 September 2025
Unprompted review
Absolutely love the dress
Absolutely love the dress! I have never had any dress before that could fit me so well and give me those amazing curves. I'm becoming a big fan, and I'm definitely gonna buy more.
1 September 2025
Unprompted review
Spend your money elsewhere. Not worth the trouble.
This has been one of the most disappointing shopping experiences I have ever had.
The sizing with this brand is completely unreliable. According to their size guide I should be between a small and a medium. Yet across their dresses I have ended up in a small, medium, large and even large plus. Nothing is consistent and it makes shopping with them impossible. I tried one of the dresses in store and the only one they had available in my size had a stain on it. I then ordered the same style online in the size I had already tried, and it turned out to fit completely differently and did not work at all. After weeks of back and forth they finally sent me another size to try and once again it did not fit. That means I have now wasted time and money across several sizes without a single one being right.
The customer service has been equally poor. Every time I emailed, I was told one thing, waited 24 hours or more for a reply, and then the next email would completely contradict the previous one. There was no consistency, no accountability and no effort to make things right. At no point did I feel like a valued customer, and I was left doing all the chasing to try and get answers.
Between the inaccurate size guide, the poor quality control, the stained dress in store, and the extremely slow and unhelpful customer service, I can confidently say I will never buy from this brand again. I will also be warning others not to make the same mistake, because what looks nice online does not reflect what actually arrives or how you will be treated if there are issues
To respond to your reply, you size guide is shit. I’ve now read 100s of reviews agreeing with that, on top of that your customer service is terrible and while you say you products are brand new from the warehouse the recent dress you sent out has a pull in it, and to rebut your comment about it being stretched in store that would be inaccurate as they got it brand new from the back never worn and that fit me great however it had a mark on it so they recommended buying online which I did and that dress is huge on me… explain that?
27 August 2025
Unprompted review
Reply from Houseofcb
Hi! All of our items are made to fit true to our size guide. If you followed the guide but fall between sizes, it’s possible that one size may not offer a perfect fit in every area. If you're unsure which size would work best for you, feel free to email us with your measurements — we’re always happy to help with personalized recommendations!
Please note that our online store operates separately from our physical stores. All items shipped from our online warehouse are brand new. While the size guide is the same online and physical, if the item you tried on in-store felt different, it may have been slightly stretched from frequent try-ons. We can assure you that our sizing is consistent with our official size guide.
We sincerely apologise for any delays — we’re currently receiving a high volume of messages and doing our best to get back to everyone as quickly as possible.
When you have a moment, please DM us your order number so we can assist you further.
Update:
Hi! Thanks so much for your reply – we’ve received your email address.
We’ve checked your recent orders, and based on the measurements you shared with us, it looks like the original size you ordered wasn’t quite the right fit.
Your bust, waist, and hip measurements fall between a size S, M, and L, and according to our size guide, the L+ you chose to order originally would definitely be too large overall. Even a standard size L might feel a bit roomy, as you’re in between sizes—which can make finding a perfect fit tricky.
We always recommend referring to our size guide before placing an order as our items fit true to our size guide, and if you’re in between sizes, going for size up one is usually the best option to allow for easier alterations if needed.
Hope that clears things up a bit! Let us know if you have any other questions — we're happy to help. 😊
Ordered new dress but received used one
Tried the dress on instore but was well worn so ordered a new one online. Delivery was delayed but arrived a week before my event. On opening the box I realized I had received a used or tried on dress. Frayed straps, many lose threads and marks on the fabric. The long ribbon that is not to be removed until you wear it was cut and had been rejoined. ( so worn) I wrote to customer service immediately ( and sent photos) and they told me to get it dry cleaned. Why am I cleaning a dress when I ordered a new one at full price. If I wanted second had I could have gone elsewhere. Poor quality and poor customer service.
26 August 2025
Unprompted review
Reply from Houseofcb
Hi! We're so sorry to hear about this. Could you please send us your order number so we can look into it for you right away?
Update:
Thank you for your reply! We’ve been able to locate your order.
Please note that all of our items are sent out unworn, with the ribbon attached and all original tags in place, as part of our security measures and store policies.
We can see that our team has already been in touch and is actively working to find the best and fastest solution for you, while keeping our policies in mind. We completely understand that time is a bit tight, and we’re doing our best to resolve this as quickly as possible.
We’ll follow up via email as soon as we receive your response to our last message.
Thanks again for your patience and understanding!
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