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: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 Rewards cannot be refunded or withdrawn and may be excluded from some items (e.g., flash sales).3.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 ********************

• Initial Complaint

  Date:07/23/2025

  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.

  On June 23, 2025 I purchased 2 dresses from Light in the Box. Neither were customized in any way. Both were ordered from the size drop down standard box. I spent $312.51. The company is refusing to allow a return of the items stating that ONE of the items is "Made to order" making it nonrefundable. They demand that if is insist to return the ietms I will only be alocated a 60% refund and have to pay the shipping costs to **** and have a delay of my refund for 2-3 months.

  Business Response

  Date: 07/24/2025

  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: 08/08/2025

  I have yet to have an additional response from you on this matter. Following the supposed response from the company I receive the following email... This is the same response I had previously and is unacceptable. These foreign companies do everything to avoid disclosing that they are from ***** and then do everything to avoid allowing a return and refund. If I am to pay to ship something back it certainly cannot be more of a cost than the original shipping cost to get it here. And a full refund should be guaranteed. "Made to order" is simply a gimmick, this was a standard stock item, ordered from standard sizing charts.

  Business Response

  Date: 08/21/2025

  Dear *****,
  
  Thank you for your message.
  
  We are really sorry, but the item# ******** is a Made to order item and we are unable to accept return of this item.
  
  **Whether you choose the standard size or customized size, the fabric was cut as per your choice of color and measurements.
  It was made as and when we received the order, and this item is not on the shelf item.
  
  We can help you return the item#******** for a refund of USD ******, and you will have to cover the return postage back to our warehouse in ******
  
  As for the non returnable item, we can make an exception and refund you 50% of the item price (USD *****), without return.
  
  Please let us know if this solution would suit you better.
  
  Awaiting your response.
  
  Sincerely,
  *****
  Customer Service Supervisor, **********************

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23644546
  
  I am rejecting this response because: The email response is the same one that I sent to the BBB, showing their lack of response, which tells me that the BBB has done nothing to help resolve this.  When companies like this misrepresent thier products and then make it impossible to send the product back or refund your money, it should be dealt with properly. As a consumer, I do not appreciate feeling manipulated into dealing with a company that will not accept their product back. When they state something is made to order, to me, it means that it may take longer to arrive. This product is 100% made to their standard for their normal sizing and product specifications. It is 100% resalable, and there is no reason it should not be refundable and returnable. I have been trying to return this since the day it arrived. It is unworn and in the exact shape it arrived in, with the original packaging intact. Additionally, I should not have to pay more to ship the product back than I paid to have it sent to me. They are using the need to pay to ship it to **** as a manipulation to get me to keep the product.  All I want is a FULL refund and to return thier product to them at a reasonable rate.
  
  Sincerely,
  
  ***** ******

• 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.

  Recd item today. Cannot get a ticket to make a return Cannot contact customer service

  Business Response

  Date: 07/24/2025

  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:07/18/2025

  Type:Order 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 purchased two bathroom fixtures for my bathroom on 06-23-25. They sent me one that was the correct one and one totally different 07-07-25. I paid $322.48. I ask to return the wrong one for a refund numerous times. They said I need to send a picture of the wrong fixture (which I have numerous times )and they wanted a picture of the bar code that is not legible. That was the way it was sent to me so, its impossible to get a good picture! They will not send me a ticket # to return my wrong fixture. I have already ordered another fixture from them and that was probably a mistake. All there e-mails from ***** the service supervisor say the same thing send me a picture of the fixture and the bar code. Im getting the run around. All I want is an address to sent it back and a refund.

  Business Response

  Date: 07/21/2025

  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:07/17/2025

  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 2 shirts a few weeks ago. They came while I was on vacation. I tried them on when I got home and they are at least two sizes too small. The sizingis not correct. I would like a refund, but I cannot figure out on their website how to do it it is not user-friendly and very difficult. I need help with this please

  Business Response

  Date: 07/18/2025

  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:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Date of Purchase: June 4th, 2025 Issue Summary:I ordered four slipcovers from LightintheBox, but encountered several issues:Incorrect Product: I ordered a Plus XXL slipcover but received a regular XXL instead.Product Misrepresentation: A second slipcover did not fit the cushion as advertised, despite following their size guide.Return Denial: I attempted to return the products within the 14-day return window, but customer service claimed the window had expired. This is inaccurate, as I received the package on June 4th, and I opened a return request before June 15th. They misrepresented their policy multiple times and offered me a partial refund, despite my repeated requests for a full refund. Eventually, I was offered just a 30% refund.Additional Complications:Before delivery, I requested that shipping be delayed due to my being abroad. Despite this, the products were shipped and sat on my doorstep for several days while I was out of the country, creating a theft risk. I had very limited time to inspect the products once I returned, especially after waiting a month for delivery when their site stated it would take only 2-3 weeks.Requested Resolution:A full refund for all four slipcovers.Return shipping covered by LightintheBox, as one product was incorrect and another did not match the description.A review of the return policies to ensure clarity and fairness, especially for international orders.I believe the company is not adhering to its own return policies and has acted in bad faith by offering partial refunds and avoiding a full return. Not enough care or attention was given to resolve these issues, leaving me stuck with unwanted products and without a fair solution.Please email me and I can forward all my correspondences with LightintheBox as further evidence of my claims.

  Business Response

  Date: 07/09/2025

  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: 07/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/03/2025

  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 have 3 shirts I want to return for a refund. I can't get any help with starting the return as their website states you must do. And I figure out where on the website I can do it myself. Their website says I have only 14 days to do this but I am getting no help from the company with my issue.

  Business Response

  Date: 07/04/2025

  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:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 two dresses from a website, described as cotton/linen blend. They took twice as long as promised to arrive. One doesnt look anything like the photos. Both are rayon/poly. When i asked to return they offered either a 50% credit or 30% refund to keep. They said each item would cost between $20-40 to ship to ***** and take weeks. This seems like a scam to me- the dresses are awful!

  Business Response

  Date: 06/30/2025

  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 ********************

  Customer Answer

  Date: 06/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.(Please note the inference that they will refund faster if I change my review - yuck.)
  
  Sincerely,
  
  ***** ****-******

• Initial Complaint

  Date:06/25/2025

  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.

  I ordered some eye glasses and did not know this company was the seller and did not know I started any account . It's been 3 weeks and no product has arrived , now I get an email from a shipping company saying they are holding my product until I pay another fee for the product . I just want a refund as I did not know I would owe more for the product.

  Business Response

  Date: 06/26/2025

  Dear customer,
  
  This is *****, supervisor of customer service, ********************.
  
  We sincerely apologize for what happened. We honor you as our valued customer, and we honestly hope you can have an outstanding shopping experience here.
  
  In order to solve your problem, would you please provide your e-mail address used in purchase and order number, so that we can target to arrange a solution as soon as possible?
  
  Sincerely
  *****
  Customer Service