Houseofcb Reviews 1,939

Terrible customer service and returns policy. Their sizing is also completely off!
I wish I had read these reviews before placing my order. I’ve been waiting almost a month for my shipment to reach their returns depot in Manila so they can process the return. When I asked them about their lack of free returns the reasons given were that customers from around the world shop there so it’s more complicated to have an agreement with a courier service. This doesn’t make sense at all, a number of retailers ship globally and offer free returns.
Avoid if you can to save yourselves the headache

I bought a dress from their website. The dress came and is so unbelievably heavy!! This was not mentioned in the item description before purchasing and looks nothing like it does on the model. To make matters worse, you have to pay for returns and as we all know the heavier the package the more expensive the return fees are. I would not have bought this dress had I known how heavy this dress was. To add to this ridiculous situation, house of cb have sent the dress in the smallest box making it almost impossible for me to return this item. I cannot fit this massive dress in the tiny box they have provided making my life even more difficult. All in all, the worse experience and I would never purchase from them again!!! I emailed the company to explain the issues I am having and Sasha the customer service adviser responded with complete disregard to the stress I am under having to now return this item in the same condition it came in. Never again!!

Firstly, I would say that I absolutely love the designs of HoCb, they are stunning! My issue is with the sizing & the quality! I have a few items from HoCb now, and the sizing, whilst generally on the small side, has also varied greatly. I have always gone for an 8/S, thinking it would fit the same, however, I have a couple of dresses that I have had to lose weight to fit into, even though I can fit into the same size in other HoCb dresses!

I also have a big issue with the quality now. When I first bought from HoCb, the quality was fantastic. However, the last few dresses I have been unimpressed with. I purchased a dress to wear at a christening and on the first wear (at said event) the thick dress strap broke off and I had to find a safety pin to stop my chest from being exposed! HoCb customer services offered to pay for the strap to be repaired (the least they could do given the dress was only a month old and had never been worn!!), but it was only after I had the first strap repaired that I realise the other strap was also on the brink of breaking. I haven't worn it since! Another dress, I had to take several inches off the bottom because it was so long, and the hem was not even the same length the whole way round. At some parts I took off 4 inches, other parts close to 10 inches just to get it to an equal length on a dress that was not advertised or photographed as having a train.
The Olivette dress, while stunning, you are barely able to walk it.

I would suggest that, although their designs are stunning, if you are going to buy I suggest you do so on a second hand site because, quite frankly, House of CB is not worth anywhere near the price they charge.

Size chart is not accurate. I’m a size 6 or 8 in every clothing item I own. On the website it says 6-8 is a size XS, this dress was no where near close to zipping up. Definitely size up 1 or 2 sizes.

Avoid at all costs.
Went into store, bought a dress (was told that it was brand new from the stock room) got home to find out it was dirty.
Had to return to London from Essex to take it back and exchange.
Was sent one in the post but turns out it was too long and had no time to have it altered for a wedding so decided to return it.
Returned it on the 20th of July and still haven’t had a reply.
Would never buy from here again

I'm extremely disappointed with my experience with House of CB and feel compelled to warn other potential customers about the issues I've encountered.

I returned an item following their return process, but House of CB has completely lost my return package. When I reached out to their customer service team for help resolving this issue, I was met with complete indifference and unprofessionalism. They have been unresponsive to my inquiries, fail to answer emails in a timely manner, and show zero concern for resolving the situation.

It's been weeks since I sent my return, and I'm still without my refund or any meaningful assistance from their support team. The lack of accountability and basic customer care is shocking for a company of this size.

I would strongly advise anyone considering purchasing from House of CB to think twice. While their products may look appealing, the risk of dealing with their negligent customer service and potentially losing your money on returns simply isn't worth it. There are many other fashion retailers who actually care about their customers and stand behind their return policies.

Save yourself the headache and shop elsewhere.

Update: I followed every single return step exactly as instructed, including paying for tracking to confirm receipt. However, my packages were held at customs for over a month because HCB failed to provide the necessary clearance documents.
I was told I had to visit customs in person to pay clearance fees - something that could have been avoided entirely if HCB had simply submitted the required paperwork. Despite calling them over 20 times, they provided zero support throughout this process. I ultimately had to send a legal notice before they finally took action to release my packages.
The customer service was absolutely terrible. Save yourself the headache and avoid this company.

Dresses not as good quality as they appear online, fit really odd & refund policy frustrating. For the price you would expect better.

I ordered a beautiful dress for my wedding festivities based on their sizing chart. After a very complicated time to even receive the dress based on their choice of shipper, I received a dress more than a size too small. I contacted them and after many days, they answered that I should return the dress to see if there was a defect in the sizing. I am the exact size that I ordered as confirmed with the measurements, but after a week they told me that the dress was not a defect therefore they could not refund my shipping of more than 25 euros. Ridiculous in the first place you have to pay shipping and returns for dresses this expensive and a brand that prides themselves as being semi luxury... I only keep two stars as the dress was beautiful and something else I purchased in person before was also pretty. Would never shop here again unless it was in store or they change their refund policies.

Loved the dress and it fitted perfectly but it was incredibly creased (so unwearable) as it arrived in a shoe box. I took it to the dry cleaners to be professionally pressed, so removed the ribbon. Unfortunately, he wouldn’t touch it as he noticed lots of small faults in the fabric which would be very noticeable when pressed. I tried to return the dress for refund, as I had a back-up and there wasn’t time to wait for a replacement from House of CB, but they refused to refund me as I had removed the ribbon. It was never worn and was faulty so cannot be resold!! They agreed with all of this but still would not offer a refund. I am now awaiting a replacement dress ai no longer need and will probably arrive completely creased so unwearable.

I saved up to buy from House of CB because their dresses looked so beautiful online. I’m not an influencer — just someone who worked hard and wanted to feel good in something special. But now I feel completely scammed.

Since early July I’ve been emailing about returns. Due to their unclear communication and slow responses, I decided to return everything. I followed all the steps, and yet they refunded me without VAT, didn’t cover return shipping, and ignored the fact that I clearly explained everything — multiple times.

I even filed a formal complaint through the ECC. Still no proper response or compensation. Weeks later, I’m left feeling unheard, dismissed, and out of pocket. There’s still no solution.

To make it worse:
One of the dresses I did wear once was clearly poor quality. The stitching came loose immediately. I reported this too — and again, no help, no responsibility.

For a brand that charges luxury prices, this is unacceptable. I feel like I’ve been taken advantage of, and after seeing so many people share similar stories, I truly think this is a pattern — not bad luck.

Disappointed is an understatement.

Disgraceful returns policy , I bought a dress worn once for a short period of time and it had flaws and pilling all over. I returned and was send the same dress - I explained that I didn’t want another as the fabric was such poor quality it would wear the same. They refused to do anything else so I’m now stuck with a dress that cost nearly £200 that’s unwearable.

I have read the response from house of CB which is exactly the same as I’ve previously received. The returns policy for faulty worn items should be in accordance with consumer statutory rights. I now have a dress still in the box that is unlikely to be worn again due to the nature of the fabric. An exchange or refund should be offered if the customer does not want the same item due to the poor quality upon wearing of the item.

Bought my birthday dress from HouseOfCB and I absolutely fell in love ! All the dresses are stunning but this one stood out for me so I had to get it the quality was amazing and absolutely complimented my figure !!! Definitely would recommend buying from here !

Our in store experience was terrible, horrific Biased customer service. We were visiting a store in London (Baker St?) and my daughter was carrying 2 dresses around to try on. Having never been to the store before she tried to take the escalator to the 3rd floor (having no problem from the ground to the 2nd) when she was stopped by security (Aisha) and advised she was not allowed to take the dresses up with her. My daughter asked if there was somewhere she could leave the dresses whilst she looked upstairs and Aisha - the security personal at the escalators asked her "are you really going to buy them?" I am not sure whether she thought we looked too shabby to be able to afford the dresses or whether she believed we wouldn't fit into the dresses or something else but it was very upsetting and rude. When my upset daughter came and explained what had happened I asked to speak to the store manager. The store manager did not apologise, would not provide her name and really didn't seem to care at all about what had happened. Needless to say we left without trying on the dresses, we will not in the future nor will we be recommending the company to anyone else. Very poor customer service!

returned a dress that had a faulty stitch (everything was still attached, tags and all), and not only was I refused a refund, but I was also blamed for damaging it myself — which I 100% did not do.

The customer service has been awful. I’ve reached out so many times trying to explain what happened, and I’ve heard absolutely nothing back. It’s been months and I’m still being ignored. The "contact us" page on their website is completely useless — no one replies.
To make things worse, their customer service is rude, dismissive, and totally unhelpful.
Will definitely never shop here again and wouldn’t recommend it to anyone.

I received a faulty dress with poor stitching and visible defects, but the company refused to issue a refund. They only offer store credit, even when the product is clearly flawed. I followed all steps, submitted photos, and requested a return, but the experience has been very frustrating.

They said they need to inspect the dress personally to confirm the faults, and that they would only refund up to 25 euros, even though the dress cost much more. This makes me seriously question the quality of their products. If the defects in the photos aren’t enough, is this really the standard they sell as “premium”? The dress looked incredibly cheap and badly made from the start.

Honestly, I’ve bought much better quality dresses from budget retailers. I would not recommend purchasing from this company unless you’re okay with no proper refund policy, poor customer service, and cheap-looking dresses sold at premium prices.

They are absolutely incompetent, unable to deliver, or solve delivery issues. Waste of my money - which was not refunded by the way.

Ordered 2 items…. Only one was sent, I returned other item anyway I polity mentioned that the other item was missing and requested refund for both items, tried to say I was lying about the missing item 🙄 eventually returned that one, other item they told tik tok it had been worn( definitely hadn’t all tags were intact) tik tok denied my refund
So They now have my goods that I’ve paid for, been ignored all the way through then get a message every now and then to say “ looking in to it” they never do, I’ve asked for the goods to be sent back to me that I’ve paid for and yet again nothing,
Complete scammers will be taking this to small claims court now
Out of principle

AWFUL ALL AROUND. First of all, I ordered 3 dresses and they only shipped 2 but since the pack slip says all 3 were shipped, they do not believe me even though I sent photos with a measuring tape showing them that the Fedex Extra Large Pak (plastic bag) they shipped in (15x17x10) could in NO WAY hold 3 of their boxes. We've now been going back and forth for days over the validity of my claim that the third dress is MIA. Second of all, the website clearly states a dress I ordered is WHITE. Packing slip and actual dress says IVORY. And again they do not believe me even when I sent them a screenshot of my order confirmation which clearly states "WHITE". They even went so far as to say that they only offer that dress in "ivory"... ok gaslighting me again!? Quality is subpar, the zippers and finishes are crap for the price, sizing is ALL OVER THE PLACE. I measured exactly per their sizing guide and even sized up figuring I'd tailor if needed and the 2 dresses I did receive are too tight and the one I could not get to zipper at all. All I want is a full refund and they are making it beyond difficult to do so. DO NOT ORDER.

Size chart is absolute garbage. You have to pay to send items back even though the individual pages say "full refund if you don't love it." For a "luxury" brand, paying for return/exchange shipping is absurd. Size chart said I was a small. Wasn't even close to zipping up. Paid to get the medium. Same thing. Customer service (which typically took two days to respond) implied it was my fault for not contacting them about what size I should get even though the website says to use the size chart and don't size up or down. Said they'd reimburse me for shipping if they determined it was a manufacturer's defect. If not, then I guess it doesn't matter what the size chart said. Gave 2 stars because the dress was pretty and I really wanted to wear it. Very frustrating experience.

Like all the other reviews. This is truly the worst online shopping experience I’ve had in a very long time. If you know better go to the actual store but please NEVER ORDER from them. They use parcelforce and this delivery company is the WORST. Terrible service!!!!