Woman Bought a $200 Dress From House of CB. It Allegedly Melted, But Customer Service Wants Back in ‘Good Condition.’
Online shopping can get disappointing when expectations don’t meet reality. Anna (@rockforknapkin) told TikTok that she found a beautiful dress from House of CB. The story should’ve ended after she made her purchase, but Anna said that her experience with the retailer’s customer service had been difficult.
“House of CB is a scam. Their customer service sucks,” Anna alleged on TikTok. As this is a TikTok video, it is the poster’s own account of events and should not be treated as verified facts about the retailer. However, Anna said she’d heard about the unpopular reviews regarding House of CB’s customer service but didn’t listen as she assumed that the clothes were good quality.
She bought a $200 gold bandage-style dress. When it arrived, she noticed that it was a little stuck together, and she had to pull it apart. Although there were minor tears, they were “unnoticeable.”
Anna said that she had only worn the dress once during vacation before placing it back in her suitcase. When she got back home and opened her luggage, she said that the dress was “completely stuck” the way it was folded.
“It melted in multiple spots,” she said, revealing the dress on camera. She added, “The entire dress is ruined.”
The shiny, gold layer of the dress was peeling, with the material coming off the body and straps.
“The dress essentially melted and set to itself.” Anna claimed that the dress was exposed to 70-80° weather and was not exposed to extreme heat. She argued that the dress shouldn’t have melted, especially after it had been placed in a dark suitcase.
Anna reached out to House of CB’s customer service.
A customer service nightmare
“I sent many pictures—I actually reached out to them a few weeks at a time, multiple times, to which I got no response from their customer service,” Anna said. They told her to send images several times. In her TikTok, she showed that she replied to the emails with attached photos.
“They told me that they’re sorry and that I can pay for the shipping where the item is unworn, unwashed, and in good condition with all tags and ribbons intact.” Anna further alleged that if she shipped the item back, her refund would still be subject to review.
“How could I possibly return it with tags and ribbons attached, in good condition, if I wouldn’t have known that the dress was defective until I put it on?” Anna said, exasperated by the situation.
“Why would I waste my own time and my own money shipping this heavy dress back to you for you to decide whether you want to give me a refund or not?” She continued to talk about her negative online shopping experience.
“I buy clothes all the time. I buy expensive clothes, I buy cheap clothes. Not even a cheap dress has melted on me like this,” she said. Despite her sour experience with House of CB, Anna said in a later video that the company has agreed to refund her for the dress.
“Well guys, I guess that’s a lesson that if you ever have a problem and the customer service sucks, just go on social media, right?” Anna said in her update video. She said that her initial TikTok reached 200,000 views before the company agreed to do a refund. It seems that Anna would be able to relate to another woman who went viral over a customer service refund experience she had with Poshmark.
House of CB did not post in response to the viral TikTok, though their returns policy underlines that they won’t accept returns on items that have been worn: “We’re happy to accept returns on any full price garment that is unworn and still fitted with all security tags and labels.”
(featured images: rockforknapkin)
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