Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

441 total complaints in the last 3 years.
75 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/16/2024
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 am not satisfied with an order I received and want to return it. The Company is denying my request based upon the pictures they requested, I send them. They are forcing me to keep an item I am not happy with. Attached is there response.: *2024-06-15 05:44 image_50429953.JPG 2024-06-15 05:44 REPLY Dear ********************************,This is **************** ****** from ********************, it is my great honor to take over your case and help you resolve the problem. Thank you for sharing your comments with us. We are genuinely sorry to hear that you are dissatisfied with your recent order. Customer satisfaction is of utmost importance to us, and we sincerely apologize for any inconvenience caused.I understand that you're currently feeling disheartened. We would greatly appreciate it if you could provide any pictures or videos that showcase the issues you mentioned. This would help us identify the problem for future optimization and improvement.Any feedback you can give me on this would be greatly appreciated. Have an awesome day! Sincerely,****** **************** **************** ******************************** Not as pictured. I dont like the material
Business Response
Date: 06/17/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

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 offer a multiple ways to contact customer service.
On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.

For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

Sincerely,
*****
Customer Service
Customer Answer
Date: 06/17/2024

Complaint: 21857221

I am rejecting this response because:

Sincerely,

********************************
Initial Complaint
Date:06/16/2024
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, where I have ordered previously. The dress took far too long to get to me, the event had passed AND the dress did not fit, being far too small. Everything I've ordered from LB has been a small. I asked to return the dress and they refused saying is was "a wedding dress" AND NON RETURNABLE. Had I know this I would never have ordered this $159 dress + tax + shipping. I notified LB. They refused to authorize a return which I did not accept. After numerous emails back and forth, they finally agreed to accept the return for a full refund if I was able to show the dress was not worn and tags will still in place. I did that and emailed them twice with the information they requested. No answer. Please note their "wedding" dress was shipping to me in a plastic bag scrunched in a ball. When I received the plastic ball I removed the dress and let the two pieces hang for days to eliminate any wrinkles...didn't happen. This is how they treat unreturnable, wedding dresses? I want an address to return this dress and receive my full refund. The dress was NEVER worn. LB CHOOSES to sew their tags directly into the outside of the dress rather than the inside at a seam. I've enclosed a picture of sewn in tags? Everything they asked for but they just dismiss their own words!
Business Response
Date: 06/17/2024
Dear customer,

This is *****, supervisor of customer service, ********************.

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 offer a multiple ways to contact customer service.
On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.

For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

Sincerely,
*****
Customer Service
Initial Complaint
Date:06/14/2024
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.
April 24, 2024 $61.84 Womens Two Piece Dress Set Print Dress Daily Vacation Casual Print Maxi Dress M Im filing a claim on this order due to the fact I was sent the wrong size I ordered a Medium & received a Small I tried to return but due to this order being an international transaction I was unable to.
Business Response
Date: 06/17/2024
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:06/11/2024
Type:Delivery 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 around may 26th order a shirt, came in the wrong color not the end of the world, try to reach out to just exchange for another shirt, didnt even ask for my money back and got no response
Business Response
Date: 06/12/2024
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: 06/27/2024
I ordered a shirt from them, and it wasn't what I expected or wanted. It took a couple weeks to get an answer from them and when they didn't answer, somehow I got a note saying, "would you like to file a complaint about this?" and I just said yes. Alls I wanted is my money back or an exchange. I am willing to exchange the shirt as the $25 it was. At that time, they said "sure, we will work with you. You will see your money back in your account in 3-5 days" and there it was. At that time they asked if I would please call BBB to let them know the matter has been resolved, which it has.
Initial Complaint
Date:06/09/2024
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.
2024-06-09 07:04 NEW REPLY Hello ***************************,Greetings! This is ****** from lightinthebox.com **************** Team, I will follow up on this case, hope the reply finds you well.We are truly sorry to hear that the item you received did not meet your expectations, and your desire to return the product.However, as your order was made after payment confirmation based on the size, color, and style you selected. It was not sourced from our stock inventory. Consequently, we regret to inform you that returns for personal reasons (such as dislike / no longer needed / wrong purchase) cannot be accommodated.Kindly refer to our return policy via here: return policy Even though it can't be returned, we'd like to provide a REWARD for your future purchase, which is 30% of this item's price. Kindly let us know if you are willing to accept it.NOTE: The reward is like a coupon, which you could use for the next shopping within 2 months, if the new item price is over twice the value of the reward, and the item does not belong to electronics and flash sale items, it will be deducted automatically when you pay the new order.Thanks in advance for your understanding in this matter, and look forward to your reply.My response today :I did not order this customized. I ordered it as a premade size 24 which usually fits me. Please refund the full amount as such. I have read your refund terms and this should fall under acceptable. I specifically ordered standard size to prevent this. I did NOT send you my measurements and of course you sent it after payment was made. That should have no bearing on this matter as it wasnt customized. Secondly it is satin and very shiny. This was not mentioned anywhere in your add and doesnt look shiny in the picture. Please send your mailing address so I can return the dress. I sent a picture of me in the dress also. I ordered this 5/17/24 and got it yesterday 6/8/24. Was supposed to be 3-5 days when mailed to me. Now Im out $212 w/no dress
Business Response
Date: 06/10/2024
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: 06/12/2024

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. Thank you for your assistance. I dont think they would have refunded my money without your involvement.

Sincerely,

***************************
Initial Complaint
Date:06/06/2024
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 paid for a wide angle rear view mirror in the amount of roughly $25! What I have received is a broken mirror! On the whole right side it is shattered! This makes it unusable! And I can not login to your customer support which makes this email useless! You have cheated me and I want a full refund! Im not going to waste my time trying to return this item as you will only say I am responsible for the damage!I will however report this to the BETTER BUSINESS BUREAU and the **** And let them know that this is nothing more than a Bait-and-Switch activity! As there is no recourse action available!*********************** Tel.# ************ ****************** Sent from my iPhone On Jun 3, 2024, at 5:20PM, LightInTheBox ***************************************>wrote:?LightInTheBox.comAccount Help APP Dear ******** This is the latest update of your package. Lightinthebox always keep eyes on each box shipped out. Delivery Successful [*********************] Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 2:46 pm on June 3, 2024 in ******************************** 14:46:00 Shipping Items 1 Estimated Arrival Date: 2024-06-01~2024-06-07 Track My Package NOTE: This email was sent from a notification-only address that cannot accept incoming email. Please DO NOT reply directly.If you have any problem about the paid order, please submit a ticket to customer service.The information displayed such as product inventory, price, promotion, and delivery time displayed is real-time and subjected to changes.Any inquiry about the unpaid item/order, please ask a new Question in the "Q&A" section at the bottom of the product page.Help CenterPrivacy NoticeAbout Us (THERE IS NO PHON NUMBER TO CALL CUSTOMER SUPPORT AND NO EMAIL TO COMPLAIN TOO!) Pkg shipped in bubble wrap!
Business Response
Date: 06/11/2024
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:06/04/2024
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 a dress on 4/23/2024. Received dress on 5/6/2024. Dress received was not the correct item that was ordered; wrong color. Same day contacted LIGHT in the BOX to begin the return process. Can only message them through their website which takes 24 to 48 hours each response. Was told to send a pic. Sent a pic to them. No response from them so contacted again through the message system. Told pic never received. Sent a second pic to them. Again told they did not receive the pic. Explained just wanted to return the WRONG ITEM. Would not give me a return address or return number, and continued to ask for a pic of the wrong item. Then I contacted my DISCOVER card to stop payment. They disputed. DISCOVER suggested that I contact BBB to resolve this matter. Light in the Box has delayed this matter with their message system until time has nearly run out to return per their own return policy! TOTAL FRAUD!
Business Response
Date: 06/05/2024
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: 06/05/2024

Complaint: 21799854
Light in the Box customer service said in their response through BBB that they would EMAIL me. They have NOT. Instead they chose to talk through their message system built into their website which is very difficult to navigate. They continue to ask for a picture of the dress I received. For the THIRD time, I've uploaded a pic of the red dress received and a pic of the green dress ordered. Asked them to please respond to me through email as they promised in the message they sent to BBB for me.
In conclusion, today, when I did not receive the promised email from Light in the Box, I found they were messaging me on THEIR WEBSITE, not MY EMAIL. I responded back on their website today, 6/5/2024, with: 1. pictures, 2. a request for full refund to my original payment method, and 3. a request for a shipping label to be sent to my email address for the wrong color dress.

Sincerely,

*****************************
Business Response
Date: 06/14/2024
Dear ******,

Thank you for your message.

We have forwarded the withdrawal letter that you have shared with us to our financial department to check and verify.

Once we have a response from them we will inform you immediately.
Please allow us 1-2 days to get their response.

Sincerely,
*****
lightinthebox.com ****************
Customer Answer
Date: 06/14/2024

Complaint: 21799854

I am rejecting this response because:
Nothing has been done yet to correct the fraud. No refund has been issed to my Discover Card.
Light in the Box has stated they are willing to refund the full amount, but now Im waiting 2 more days for their financial ***** to determine if my letter from Discover Card actually closed my case. Not only did I close the case with Discover, Ive sent Light in the Box a copy of my statement showing the reversal of my credit! But they continue to delay my refund.
Please do not close this complaint until Light in the Box refunds the full amount of the fraud to my Discover Card. I will let you know immediately when I receve notice of refund from Discover.
Thank you for your time.

Sincerely,

*****************************
Customer Answer
Date: 06/18/2024
Light in the Box has issued a credit to my Discover Card. This issue has been resolved.
Thank you for your assistance in this matter.
*****************************
Initial Complaint
Date:06/02/2024
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 ordered 5 items from Light in the Box and received them on June 1, 2024. I would like to return some of them, but have been unable to contact their **************** for a refund. I have forgotten my password to contact them online and when I try to reset it, I just get circled back over and over. I tried sending an email to am@dropinthebox but received a message that that address was not found.
Business Response
Date: 06/04/2024
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.

We'd also like to help you gain back access to your account, perhaps you've forgotten the password? If yes, it can be easily reset from the login page.
Make sure to check your spam folder in case you can't find the email to reset the password.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Initial Complaint
Date:06/02/2024
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.
The account number, date and amount are all included in the attached .pdf files between me and the ***************** None of the items fit as described, despite checking and double checking the size guide. They offer to "refund" the amount paid after returning the items, but tell you in the same message that their warehouse is closed and it's extremely expensive to ship the items back, they also offer to refund a significantly lesser amount and let me keep the items (that don't fit). They wouldn't even engage me unless I sent them pictures proving the items don't fit.
Business Response
Date: 06/04/2024
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: 06/04/2024

Complaint: 21791246

I am rejecting this response because it is only my statement made to the BBB. There is no response from the company. Please see the attached email received from this company.

Sincerely,

***********************
Business Response
Date: 06/12/2024
Dear ****,

I will share my reply on ticket: 102852647, here as well:

This is *****, supervisor of customer service, ********************. Thank you for leaving a comment with us. Your advice is very essential for us to improve quality issue and service level.

We noted that you are not satisfied with this shopping, we will try our best to provide our service to you and adequately handle this problem.

We are sorry to hear that you are not satisfied with the product you have received.

We will help you resolve the issue, but at the same time, we would like you to share pictures of the ***** depicting the exact issue.

However, we might have misunderstood the problem, since you've mentioned to have ordered according to our sizing chart.
If you can provide photos that the product was mislabeled, or actual dimensions don't correspond with the ones indicated on our sizing chart, then you'll be offered a straight full refund or exchange in the correct size and You will not have to return the product back.

Rest assured that once the problem is confirmed caused by us, we will take full responsibility, arranging a refund or exchange procedure for you.

Look forward to your message

Sincerely
*****
Customer Service.
Customer Answer
Date: 06/19/2024
I'm sorry that I didn't respond immediately, but I was traveling and got sick. I wasn't intentionally ignoring your message.

I don't know how Light In The Box expects me to prove that their sizing isn't correct other than the humiliating pictures they required to begin with. They want pictures detailing that their merchandise doesn't measure the measurements in the sizing chart. All I can say is that I am 5'4" tall, weigh 135lbs and wear a 34B bra cup size. 90% of my tops are small and some are extra small.

According to their size chart for one of the items, my bust size would need to be 32B/C, 34B - I can't even get the top on! The top on the other item says bust size is 37 1/2. The third item is no longer found on their website.

At 63 years of age, I think I know how to measure. In fact, they made a dress for me several years ago based on my measurements at the time that fit wonderfully.

At this point, I would be happy if they just reimbursed me for half the cost and I can send the items back at their expense or donate them.

Regards,

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

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

************
Business Response
Date: 07/09/2024
Dear ****,

Thank you for your message.

Considering your particular situation, we'd like to offer you a special solution:

A refund USD 74.97 and you do not need to return the product to us.

You can gift them to someone in your family or friends or can give it to someone in need.

Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

Please inform us your decision and look forward to your reply. Have a nice day.

Sincerely
*****
Customer Service.
Customer Answer
Date: 07/10/2024

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:05/30/2024
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 was asked by my grandparents to help return 4 pairs of pants to this to this poor excuse for a companythe day that they arrived. the company refuses to abide by it's return policy.Date of Transaction: May 07, 2024.Ordered Delivery Date: Delivered Time: 2024-05-16 Date return was started: May 16, 2024 01:30 PM LightInTheBox claims on it's website that they offer 7 day returns on all items. returns mean a full refund. I return the item, you return my money.the same day the item was received, the return inquiry was started. I had to haggle with the (automated!) customer service representative, since the company had the nerve to offer a 30% refund, or a 50% store credit, before I complained and quoted their own Return Policy! Yet even after all that, the company refuses to refund the full amount of $123.89, instead only offering $93.96. $93.96 isn't the same as $123.89.
Business Response
Date: 06/04/2024
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: 06/04/2024

Complaint: 21782105

I am rejecting this response because:
Only after filing a complaint with the BBB, the customer service finally replied on the company website to my complaint that, considering the stress and hand-wringing a customer must go through to finally squeeze some sort of fair compensation out of the company, when their policy clearly states that they have a 7-day refund policy (at least) on everything, they should either revisit their claims to a refund policy, or quit their stonewalling-costumer-returns policy. It's still false advertising to say you have a return service within a 7 day window, if one needs to file a complaint with the BBB in order to access said service.
I'd like to note, the company did offer, before i even told them that shipping with **** is $60-$75 to *****, which would make them lose $40 on their offer to cover return shipping (the shipping that their return policy does explicitly exclude), the company revised the return address to their warehouse in ******, which is logically a better address for both the returner (myself), and the recipient, LightInTheBox.

Sincerely,

*******************************
Customer Answer
Date: 06/16/2024
The **************** head:
"If you are satisfied with my service, will you please inform BB that the issue gas been resolved and write a positive review about our service and let other customers know the case had been handled by me.
My name is *****.

Sincerely,
*****
lightinthebox.com Customer Service"

so i'm now informing all, that the personal issue has satisfactorily been resolved. however the problem of the misleading claim on the website regarding the refund policy has yet to be resolved. as ***** put it:
"Thank you for the feedback, we will make sure to forward them to our management to work on it."
so still i wouldn't advise anyone rely on the return policy in the fullest meaning of the word, because the return process *** indeed be exhausting and time consuming, and certainly is designed to minimize returns and trying to make the customer go home happy with less. 33% cash was the original offer, or %50 store credit, without any return. all I wanted when I started the return was a straightforward return for a ******. the promised refund was quite a long time coming. but it did indeed get satisfactorily resolved on our end, so I'd like to commend the company for their perceived flexibility in letting me get away with a refund, and also offering to allow me to keep the item and not ship it back. although that type of unexpected generosity only occurred post the BBB complaint, it was still a very nice gesture, and deserves credit as such.
if the company changes their stated refund policy to match their refund policy, I will consider this not only resolved, but a credit to them. However, for now, as my personal problems have been resolved. as such, I will be withholding future judgment and complaints.
Thanks to the BBB for playing a critical role of go between. The help and the pressure you bring to bear on a company to do the right thing plays a critical role in consumer-company relations. It's much appreciated.

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