Complaints

This profile includes complaints for Light In The Box's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Light In The Box

  Portland, OR 97250-9606

• 

  LightInTheBox

  Houston, TX 77040

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mens shorts material very thin they fit too small and its impossible to return because they do not issue return labels but ask you to go to the post office mail it back to **** and spend between 10 and $40 for the return.

  Business Response

  Date: 09/30/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:09/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BUYER BEWARE!!!Ordered a ladies pantsuit which did not fit at all. Measures all wrong. Tried on several occasions to make a return resolution. Company offered a return 'deal' which I said I would accept, but all my messages were blocked/refused. Problem not solved. TERRIBLE EXPERIENCE!AWFUL COMPANY! BUYER BEWARE!!VERY INFERIOR PRODUCT AND HORRIBLE CUSTOMER SERVICE!!

  Business Response

  Date: 09/23/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************
  

• Initial Complaint

  Date:09/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the month of September, 2025 i purchased four (4) orders with lightinthebox a global online shopping company. In the past, there was no problem getting my packages. However yesterday could have been easily resolved until they accused me of lying about the delivery. They showed photos of someone's front door and proceeded to send out another pack(2) the wrong address and front door. I objected 12 times or more in 24 hours. They refused to compromise and close the account as i requested early this morning. So i am out of$159.18 orders #****************; 2509021985007065;2509120285099804;2509040975021602. My bank account transactions withdrawn: 9/3 $70.05 9/5 $28.87, 9/7 $20.31 9/12 39.95 TOTAL to refund to me$159.18 and should throw compensation for mental anguish, annoying lies and fraudulent unprofessional activity. I have begged, pleading and they will not refund my money, will not close the account and still trying to process orders that i Cancelled early this morning. All of this could have been resolved yesterday. If their company would've listened to the customer, which they have now lost forever.

  Business Response

  Date: 09/19/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23903069
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** F *****

• Initial Complaint

  Date:09/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered non custom made clothing on 9/13 and cancelled the order on 9/17. The company told me I could not cancel the order without a 50% penalty of the price of the clothing. The clothing hadn't shipped yet, was not custom made and advertised that the clothing was currently available in my size with " a few left". The company is claiming that the clothing is custom made and can not be returned without incurring a 50% charge. I spent $262. 72 and they are only willing to give me 1/2 of that amount as a refund. This return policy was not stated prior to ordering.

  Business Response

  Date: 09/18/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our order was delivered on 08/11/2025. These were pants we ordered for a wedding. The pants were made of very poor quality material. The pants were also tight in the waist even after following the size guide. We requested a return on 08/26/2025 and were denied. They stated they only accept returns for 14 days , but we could submit an appeal. The day we requested a refund was the 15th day from delivery. The appeal was also denied. Given the very poor quality of the pants and the off size charts I feel they should be held accountable. We also attempted an exchange ( this was an option they offered under returns) but an exchange was also denied. We just want our money back.

  Business Response

  Date: 08/28/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clothing going to the wrong address. I found this out when they asked me to confirm receipt of the first item and it showed the wrong address. I, of course did not confirm.

  Business Response

  Date: 08/26/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:08/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered dress. Dress delivered was not the same as the pictured photo. The overlay of the dress was not in proportion to the underlay resulting in a look of a sheer dress with a too short slip underneath.

  Business Response

  Date: 08/26/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company in question doesn't have a very easy way of contacting them personally outside of having to download their app onto your phone. It means that if I have a return that needs to be completed and their website is not allowing me to log on, there is no way I can return the product. So it's not good practice and certainly, I won't use them again and certainly I will throw out anything that they have sent me that is not suitable and I will accept the payment as being steered away from such bad and consumer neglectful business.

  Business Response

  Date: 08/22/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:07/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LightInTheBox failed to issue a promised partial refund for an order, despite repeated follow-up.From: LightInTheBox Sent: Wednesday, July 9, 2025 9:54 AM To: ****** *** ******** Subject: ****************** New Message for ******************** Order ******** - TID ******************************************* REPLY Dear Customer,Thank you so much for keeping the order with the rewards.I have submitted your rewards application in our system. The update will be reflected in your rewards account within 1-2 business days, accessible at: My **************** Please take note of the limitations and the expiration date upon receiving. For detailed instructions on how to use the rewards, check this link:How can I use my **************** Balance/Coupon?Note:1. Rewards expire after two months from the issue date and are valid for purchases exceeding Twice their value.2. Rewards cannot be refunded or withdrawn and may be excluded from some items (e.g., flash sales).3. Generally, one reward per order can be applied; however, some promotions may allow multiple rewards. Details will be available at checkout.We really appreciate that you'd like to give us another chance and are willing to shop with us again. We'll try our best to improve the shopping experience. We look forward to serving you again soon.Sincerely,Customer Service **************** ****** ******** Replied by option: (Auto Translated to English)Reward of 50% Item price (*2)

  Business Response

  Date: 08/04/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 items from this company and received my order on 7-21-25. That same day I initiated my request for a refund of one item, and an exchange of two items that did not fit. The shirt was too large and the mens shorts were too small in the waist.They emailed the following day and stated we do not offer direct exchanges. As for the third item, a shirt that was not the color that was displayed in their ad, they only offered me a 30% refund!They are very difficult to get a hold of and they will not ever speak to you directly.I have never experienced a company that can so easily dismiss a customer and refuse to stand behind their products.They ended their conversation with me by saying you must return your item to our Asian warehouse, costing $20-$40.Ive already wasted over $80. So why would I want to add ***** on top of that!This company should be shut down. They are not reputable company!

  Business Response

  Date: 07/28/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 
  
  I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************