JAUS — Attraction in Birmingham

I ordered a dress on June 21st with a wear date of July 5th. I started calling a week after I placed my order, as I never received any communication regarding shipping. I finally got a hold of someone who said it’s on backorder and WONT arrive by July 5th. I said I still wanted it for an event I had on July 18th. I continuously followed up with them and was told it would arrive by July 16th. I made an appointment to shop in the store Sunday July 12th to look for a “backup” dress. When I was in the store I asked if my order happen to arrive early and she checked and saw it did. However, I ordered the midi style in a medium (per their sizing guide) and they received an extra-small in the midi and a medium in the gown style. Either dress I accepted would require alternation (the midi needed to be taken out and the gown needed to be hemmed, possible taken in). I took the midi because I liked the length better and got the dress let out. I asked if they were willing to compensate considering I did NOT receive the dress and size I originally ordered and they offered me a whopping $20!!! Absolutely ridiculous. Doesn’t even cover the cost to have it let out. Wouldn’t have covered the cost of hemming if I accepted the gown. They also said “I received a discount when I purchased the dress” which was a 10% summer discount offered to all customers. Not sure how my first discount has anything to do with a discount for the situation. First, they didn’t deliver the dress by my wear date (not sure why they would ask for this if they can’t fulfill), then they don’t even get the dress I originally ordered in. Lastly, they try to use the promotional discount they had for all customers as the compensation for them not delivering the original item I ordered. I’m sure JAUS will respond to this and blame the situation on COVID. Great selection of dress that are unique, however horrible customer service.

In response to your reply JAUS: If your vendor made a mistake, JAUS should not hold the customer liable. Furthermore, it’s not for you to say what size worked out better for me. I ordered a medium midi, that is what I should have received. If I wanted to order a XL Size of the dress and expense myself to take it in, that’s my prerogative. I’m the paying customer and i should have received what I ordered. JAUS does not have the right to tell the customer what size the customer should be buying. The XS did not necessarily fit me better- we couldn’t even zip it all the way. The small would have fit perfect, regardless, rather I accepted the medium gown or xsmall midi, alterations on either dress was required.

Lastly, you originally offered me $20. Then JAUS offered 20% off the ORIGINAL value. I purchased the dress with the 10% summer promotional code & that discount should not be accounted for when discussing compensation for not receiving the dress I ordered. JAUS wants to couple my original promotional discount with the compensation discount- not sure how that’s fair. I offered to accept compensation of 25% off what I PAID, which would equal a credit of $87.44, for a total of $120.43 (purchase promotional discount + compensation discount). Considering I needed to expense myself to alter the dress, JAUS was too greedy to compromise and wanted to lose a customer to save approximately $30 on their end. Lastly, JAUS decided to wait 3 days to respond to me and with my event this weekend, I had no choice but to keep the dress and move forward with alterations to ensure I have a dress for my event. JAUS when responding, please ensure you are stating the whole story, as you left out some relevant details, making it seem as though the customer was “unreasonable”

Finally, in reading your reviews, JAUS always seems to be the “victim” in any situation that resulted in low ratings. JAUS should consider evaluating the customer service provided...

I'm a first-time shopper with Jaus, and I will say.. as a reasonable human being, a nurse, and a bride fighting my way through this current pandemic, this store has not been very accommodating what-so-ever. My fiance and I recently decided to get married spontaneously in our family backyard, in fear that our large, 200 person September wedding will be canceled due to covid 19. After hours and hours of searching on the internet for a casual flowy white dress to be excited about, I found the boho dress from Jaus and loved it. I ordered it in a size small, being that I have never been any other size, other than this size, before. When I tried it on, it was very very tight in the waist (I should have known it would be a little smaller as boutiques usually are). Anyway, I was hesitant to order from this shop to begin with, due to their strict return/exchange policy. But, I wanted to be comfortable in the dress I am now, last minute, getting married in. Reality is I needed a medium. I called customer service, the woman said that I could in fact do a return/exchange for a larger size and they would try to ship it to me on time. Which was great. But the original dress I ordered, I had used the 15% off first-time customer code. (which was the only way I could get the dress in my price range). I went to order the new dress and they would not let me use my 15% off for an exchange in size. Mind you, I'm literally just exchanging the first dress I bought, for a DIFFERENT SIZE IN THE SAME DRESS. I called customer service again. She says "Yup, this is our policy. You're unable to use this code again." This woman had absolutely zero regard in helping me with this situation. I even said politely "wow, this seems very unfair for your first time customers, we don't get to receive the discount just because we need a different size?" Her response "yup, this is our policy." Very rude. And I am a very kind-hearted person to speak with, I wasn't pursuing any confrontation. I'm clearly well aware that the computer won't let me use this again, but this seems VERY ridiculous to me that due to a SIZE EXCHANGE on my first item, that the discount no longer applies? I'm sorry, but there are WAY too many online boutiques to choose from nowadays and the owner of this business needs to take a long, hard look at customer service and exchanges. It is already nerve-wracking enough for most customers to order online. Making it more difficult and making the customers suffer for size exchanges is COMPLETELY WRONG in the mentality of an online shopping business.

Unfortunately, I was ready to make Jaus one of my go-to online shops! In fact, I had a bunch of honeymoon clothes and other things to order as well. But because of this customer service, I won't be ordering from this shop again. And I will make it a priority to continue spreading the word to others.

xoxo

Edit: the owner reached out to me via Instagram after this review and graciously fixed my order. Was also super super kind and apologetic. Great to know there’s a kind caring human! I’m looking forward to trying Jaus again! My dress is so...

In May, I purchased three dresses. One was a little small, so I requested an exhange for the next size up.

My initial exchange process was a nightmare. Submitted a form online but did not receive a return slip for days. I had to call to get the return slip. After mailing the return, I didn’t hear anything for weeks. I called and Jaus still had not processed it, but did once I was on the phone.

I recieved the larger size dress a few days later, and sadly it also did not fit (it fit in some areas, but too large in the hip areas so it puckers). I emailed Jaus because I didn’t want to pay to return AGAIN and I don’t really want to wait another month for something else. I hadn’t heard back for weeks, and then I wrote a review on facebook.

I immediately heard back and was offered a speedy exchange for a different dress and a promise that Jaus would pay for a shipping label since there had been delays with the exchange. I responded with the dress I would like, and then I received the label via email and shipped the dress back about a week later.

I didn’t hear anything for about 3 weeks (which seems like a long time for shipping and receiving a return), then i received a gift card in my email. I responded asking if my exchange could be processed, and the person responding to my email didnt know which dress I had wanted, even though I had previously communicated. I was also asked to pay for return label even though I had been promised that Jaus would take care of it.

I received my exchange and unfortunately the dress does not fit correctly. It fit on top, but It is so short that it exposed my underwear in the front.

At this point, I was so frusterated that I emailed asking for a return and refund. I did not get a response. I called the shop the first week of August and spoke with an associate. She did not have the authority to approve this, but said could work with corporate office to get this approved. I have followed up multiple times with no change in status. I have asked if there is somebody better to work with, but apparently this is the only associate who deals with customer relations.

After one month of waiting, I finally was told that a return would not be approved. I had to call to get this info, they did not reach out to me. The only way to get my money back was to do the exchange.

All in all, it has taken about 4 months. My emails were never responded to and VMs were never followed up on. I sometimes could get ahold of an associate if I called, but Jaus never reached out to me on things they promised they would follow up on.

Regardless of how small this shop is, customer support is not good enough to support an...