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:11/24/2025

  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.

  I ordered a dress from Light in the Box to go to a special event. I ordered a regular size and did not forward any special measurements. The dress came and I tried it on and it did not fit. Too small. See the attached pictures. I contacted the company and asked to return it. They said I could not return it, but after I said I was going to contact the Better Business Bureau, they offered me 50% for a dress that did not fit and could not return.

  Business Response

  Date: 11/24/2025

  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: 12/04/2025

  
  Apparently, Im not going to get a refund from this company.
  
  I bought the item for my bosss wife as a gift and because of the misrepresentation of the item, Im cannot give it to her anymore.
  
  The item is pictured with a twisted leathery handle and I received cloth handles.
  
  That is a big difference in the product that was shown.
  
  I want to return the item for a full refund.
  
  *****
  

  
  

• Initial Complaint

  Date:11/13/2025

  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.

  Ive emailed customer service at this company asking how to begin refund on items I received recently. Ive been given the run around, they wont assist me in my refund. Ive sent multiple emails, pictures of items I received. They told me to go to their site, I was unable to start a refund, as my order was not showing (but they later gave me an order number, and they still wouldnt help me). Every time I contact them I get an answer that will not work. All Ive asked for is how to return these brand new items I dont like. Today I received another email that wanted me to use some other random email to see my order, and it was for a COSTUME. I ordered a dress and pair of shoes. They are refusing to give adequate way to return these items.

  Business Response

  Date: 11/14/2025

  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

• Initial Complaint

  Date:11/12/2025

  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.

  Ordered a sweater and camo pants neither looked anything like the pictures online. The pants had a file odor to the point I threw them in the trash. Asked for a full refund and was told I could get 30% back of what I spent which was over $100. DO NOT PURCHASE ANYTHING FROM THIS COMPANY!

  Business Response

  Date: 11/13/2025

  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:11/11/2025

  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 an item from Light in the box on 8/17/2025 for the amount of $101.52. After received, I found that the product was of poor quality and immediately requested a refund. Since then, I have asked for a refund and this company keeps avoiding this, asking for additional information. I have confirmed that the returned merchandise was received by tracking it with *****I cannot understand how this retailer can get away with keeping multiple customers money. I see on your website there are multiple complaints.I have included in the attachments a copy of the return via **** with tracking number. If you could assist in this process please contact me asap.Thank you, **** ********

  Business Response

  Date: 11/12/2025

  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 # 103834892 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:11/03/2025

  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.

  I made two orders for dresses for my nephews wedding which was held in ******* on the 11th October. Leaving USA on the 2nd October. I needed a coupe of dresses so ordered several understanding that I would have to pay shipping to return those that did not fit. The first order was made on 9/12/2025 with an estimated delivery of 10 days. Order # ****************. I order online all the time and I am a Large or size 12. So I ordered large. Upon receipt these dresses were about 3 sizes too small. I have small arms and I couldn't even get my arms in the sleeve, the second dress the zipper was about 6 inches apart. I called to return and was told that these dresses were custom made. Custom made are made with my measurements not a standard size. They have refused to allow me to return them or get a refund. The last dress I was not even delivered until November 3rd after I had left for *******. I did try it on and found that the dress was so small it had an 8 inch gap by the zipper, ridiculous. I cancelled the second order that I had placed on 9/17/25 order # ****************, still with the promise of items being received in 10 days unless they were custom. Once again I ordered straight sizes, no specific measurements. I cancelled these prior to them being shipped and I was only given a 50% refund since they said they were in the process of being made. I wear large to size 12 all day long, so for everyone to be so incredibly small is insane. I asked my daughter to try on the dress, she is a size 8 and not very *****, the dress was tight on her.

  Business Response

  Date: 11/05/2025

  Dear ****,
  
  The items in your orders (********, ********) are Made to Order dress, which means it is not In-Stock dress and is made as per the selection of your size and color.
  
  We regret learning that the products didn't fit.
  To avoid sizing issues, we indicate all clothing their exact measurements in inches on a size chart, which should help choosing the sizes accurately.
  Please note, our size guide is different and is measurement driven.
  If you select the size by checking the measurement against each size, you will end up receiving correct size.
  
  Whether you choose standard size or customized size, the dress in your orders are made from scratch as per your selection.
  
  Thus there has been a handling charge in cancellation of order number ********.
  
  We accept cancellation within 24 hours of ordering and since the cancellation request is beyond 24 hours there was 50% deduction of item price in your refund for cancellation.
  
  Here is our cancellation policy: 
  
  *****************************************************************************
  
  Our tailors processed the item and had cut the fabric with measurements and color you chose, which was discarded upon your cancellation request.
  
  As for order ********, the items are still Made to order and made as and when the order was placed and these items are non-returnable.
  
  Regards,
  *****
  LightInTheBox *****************

• Initial Complaint

  Date:10/31/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Purchased online on 10/13/25 via my AmEx card. As screenshot shows, it was stated that delivery would be by ****. As second screenshot shows, they claim delivery was attempted by some third party company. I had given them the physical address of my PO box (street address and unit #) so any delivery company could deliver. I also work at **** and was physically there in the building when they claimed delivery was attempted. Me, or anyone in the building, could have accepted or signed for the package, but delivery was never attempted, and now they claim it's "back at the warehouse." Looks like the whole thing was a scam and they should refund my money.

  Business Response

  Date: 11/03/2025

  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: 11/03/2025

   
  Complaint: 24092489
  
  I am rejecting this response because:

  The reply was from a chat bot. LITB originally claimed delivery would be through **** (as shown in previous screenshot) and now they claim a PO Box isn't a valid address because they went through some third-rate delivery company, although I gave them the street address and I work at that ************** I'm literally in the building, and everyone in the building recognizes my name and can accept the package...or, they can just be lazy and drop it in the mail chute, and l'll still get it. Now they want an alternative address, and another $8.50 to deliver, if they even had the product to begin with. If they can't deliver as promised, they can refund my money 100%.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2025

  Hello, I'm *****, supervisor of customer service, ********************.
  We received your review comment on BBB.
  The review content is as follows:
  "Purchased online on 10/13/25 via my AmEx card. As screenshot shows, it was stated that delivery would be by ****. As second screenshot shows, they claim delivery was attempted by some third party company. I had given them the physical address of my PO box (street address and unit #) so any delivery company could deliver. I also work at **** and was physically there in the building when they claimed delivery was attempted. Me, or anyone in the building, could have accepted or signed for the package, but delivery was never attempted, and now they claim it's "back at the warehouse." Looks like the whole thing was a scam and they should refund my money."
  
  Thank you for leaving a comment with us. Your advice is very essential for us to improve quality issue and service level.
  
  Thank you for bringing this matter to our attention. We are sorry to hear of any negative experience and inconvenience you may have faced.
  
  We will try our best to provide our service to you and adequately handle this problem.
  
  After checking the tracking website, we found that the package was returned back due to (Wrong Address) reason.
  
  Tracking link: *************************************************************************************************
  
  Update: 2025-10-30 09:18:54 [GMT-07][*********** OR] Parcel returned to warehouse
  2025-10-28 16:47:54 [GMT-07][*********** OR] Failed delivery attempt, returning to the warehouse. (Wrong Address)
  
  Local Carrier: UNI
  Local Carrier Phone No.: ************** **************
  Local Carrier Website: ********************************
  Local Contact Email: *****************************************
  Local Tracking No: UUS5AK0452085899692
  
  We can arrange a reshipment for you.
  You need to repay us shipping fee USD 8.5 and share your physical address in below format:
  
  Name:
  Address Line1:
  Address Line2: 
  City:
  Country/Region: 
  State/Province/Region: 
  ZIP/Post Code:
  Phone Number: 
  
  Awaiting your response.
  
  Sincerely
  *****
  LightInTheBox.

  Customer Answer

  Date: 11/05/2025

   
  Complaint: 24092489
  
  I am rejecting this response because:

  The company response is merely an automated robot response that does not address their deception and failure. 1. They clearly promised delivery through ****, which is a lie, as they pawned it off to ******, a third-rate delivery company. 2. Delivery was never attempted because ****** claimed they couldn't deliver to a *********** building, which is a lie, because I am an employee there, at that building, and manage all packages. 3. Every time I explained this to UniUni and LITB, all I received are mechanical responses, as they employ no human service people. 4. I did get a message that they could attempt another delivery if I pay them more money. 5. LITB has a policy of refunding only half if cancellation is "after delivery," but of course here delivery was never attempted. A complete refund is in order, as they lied about their services, and never followed through with a single delivery attempt.

  address is the street address of 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/27/2025

  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.

  On 09/30/25 I ordered a product from LightinTheBox at a cost of $83.81, when it finally arrived it was a totally different item. Not what I ordered in any way. I have now spent the last month trying to get a refund from and them, they refuse to do anything accept stall. Willing to return item but they will not send me a return shipping label. **************** is nonexistent. Worst company ever. People need to know how these people operate so they don't get scammed also. False advertising and blatant lies is all I got.

  Business Response

  Date: 10/28/2025

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

  Customer Answer

  Date: 10/28/2025

   
  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:10/09/2025

  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.

  My granddaughter wanted a mermaid swimsuit for her birthday so I measured her. She was turning seven and I looked at the size chart for thechildrens mermaid suits with light in the box. Shes actually seven, but her measurements were more like the size 5 so I bought a size 5 and asize 7 since this was coming for her birthday and I wanted to make sure that she had something I figured between the both ofthem One would fit she got it. She picked the five Its too big, but the seven was more my size and I weigh 105 pounds. I wanted to mail it back. I first wanted to call them or email the company.could not find a phone number - could not find email ..The return policy very vague its very confusing and you either have seven days or 30 days but most of it looks like its seven andsaid she opened it at her birthday. It was past the seven days thats why I wanted to call them when I could not reach them Either by email or phone. I decided just to call my bank and cancel it and I told the bank to give the company my phone number and my email and to please contact me. I wanted to talk to to somebody. Check my emails and check my phone daily - never heard from them Then the bank two or three weeks later sends me a letter and now its past the 30 days to return . also, the complaint that lightning box has about me is that I didnt contact them well I couldnt contact them so needless to say I willnever buy anything from them. Find out this stuff is made in ***** shipped out of *********. Everything I have ever bought made in ***** that is clothes is one-size-fits-all and it doesnt !!! Beware!!

  Business Response

  Date: 10/14/2025

  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:10/09/2025

  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 placed an order for 2 costumes on **************************. I was sent the completely wrong item needed for an event on 10/12. I contacted customer service and not once did the merchant offer to send me the correct item. They recommended a credit or a refund of only 30%. Per consumer laws in the ************* in entitled to what I purchased or my money back. The merchant is only offering a refund to shop back to ***** at my expense even though the messed up

  Business Response

  Date: 10/14/2025

  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:09/26/2025

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