Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

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:04/29/2024
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.
Will not unsubscribe me! Pestered many times daily with their ads and they just WILL NOT go away.
Business Response
Date: 04/30/2024
Dear customer,

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

I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly.

I will contact our IT department to remove your email ID from our mailing list.

But We are unable to find your email ID: ********************, on our website, can you please reconfirm your email ID with us, so that we can assist you further accordingly.

Awaiting your response.

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 04/30/2024

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. Lightinthebox claims not to have my email address, which is mystifying. I simply wish to have nothing further to do with them.

Sincerely,

*****************************
Initial Complaint
Date:04/28/2024
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 returned a dress for a refund and they received it over 3 weeks ago and have notrefunded me.
Business Response
Date: 04/30/2024
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:04/27/2024
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.
Where is my order # **********, order date 4/12/2024. Been trying to to talk to them, they won't give out their telephone number. No e-mail to let me know what going on with my order. If you e-mail them they run you around in circles, and you get no answer. Help!
Business Response
Date: 04/29/2024
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:04/17/2024
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 bought some shoes as a gift for my son. They were nearly $100. They were the correct size but 2 sizes smaller than the size .I downloaded the app to start a return, and none of the buttons work, the pop up keyboard doesn't work, this is a SCAM. I have messaged them on several occasions asking for help but they them just referred me back to the app, which has no phone number, and by this time it just kept bouncing me out of the non working website saying there was no order. I am extremely tech savvy, this is purposeful so that you cannot return. I would like a refund. The shoes have never been worn. They can have them back. Ii have messaged on ******** several times asking for help and they refer me back to the non working app. I'm also contacting my bank. The reason I am not asking for an exchange now is that I don't want to go through this again with them. It's impossible.
Business Response
Date: 04/19/2024
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: 04/26/2024
The reason I can't respond to either of those outcomes is that I am waiting for an exchange from the seller. If I do not get one than we must start all over again.
Initial Complaint
Date:04/08/2024
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 order 5 shirts on 1/3/24 they were received. Only one fit so I sent 4 back along with a letter that included the order number the tracking number the *** number and a request for $92.96 which was the cost of the 4th returned shirts. I have since sent 2 additional letters requesting this refund but Im being ignored . I would like this amount credited to the credit card used to place the order. I will never order from this company again I apppreciate your help Thanks
Business Response
Date: 04/09/2024
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
Customer Answer
Date: 04/09/2024
I do not have this company email address all correspondence from them says they do not accept incoming email.
Customer Answer
Date: 04/09/2024
I do not have this company email address all correspondence from them says they do not accept incoming email.

Customer Answer
Date: 04/12/2024
The email used to order number was. 77485782 placed on 1/03/2025. The email was ******************** com. The shipping address was **********************************************. Thanks
Customer Answer
Date: 04/12/2024
The email used to order number was. 77485782 placed on 1/03/2025. The email was ******************** com. The shipping address was **********************************************. Thanks
Customer Answer
Date: 04/16/2024
Order number ******** placed on 1/03/24. To AnitaSmith. ************************
Business Response
Date: 04/24/2024
Dear customer,

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.

Please let us know if you've found any aspects of your order less than satisfactory.
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.

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: 05/02/2024
Please reopen complaint ******** I am sending 4 attachments of returned shirts I hope this will help my refund thank you
Customer Answer
Date: 05/02/2024
Please reopen complaint ******** I am sending 4 attachments of returned shirts I hope this will help my refund thank you
Business Response
Date: 05/08/2024
Dear *****,

Thank you for your message.

Please note the correct order number: 77485782

I have created ticket # 102776930 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: 05/09/2024
I am not receiving nor sending anything to light in the box. They sent me a new ticket number ********* but I do not know how to contact them .I sent them 3 letters with order numbers a tid number and a tracking number . I also had this info when I returned the shirts. Last week they asked for a photo of the returned shirts and I did this also. I dont know what else I can do. I appreciate your help but I believe light in the box has no intention of refunding my money . that is a poor way to do business and I will never deal with them again. Thanks
Business Response
Date: 07/10/2024
Dear *****,

Thank you for your message.

Please do not worry, we are here to help you.

We share authorization for every individual item that you wish to return, and have an automated system that captures the return of your items via this authorization, based on which we proceed with the refund.

Our return addresses are different from the one given on the package that you received.

We could not find any ticket requesting or approving any return for this order.

Please let us know the address that you used for returning this order.

Awaiting your response.

Regards,
*****
Customer Service
Initial Complaint
Date:04/04/2024
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.
Ordered clothing from Light In the Box online on 3-11-24. When I got my order on March 29 2024, it was clear to me that the items presented on thee website did not match what was sent to me. This is a classic example of bate and switch. I sent the company an email on the Ticket they opened for my return / refund, which is Ticket # ********* (as of 4-1-24). The company gave me a partial refund on my credit card, only because they cancelled 2 garments in my order, which they did not send. And I found out about that when I checked the order online, after the fact. This company is not legitimate. I want a refund of ****** to my credit card. I am still waiting for Light In the Box to send me return instructions, and hope they don't drag their feet on this.
Business Response
Date: 04/05/2024
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 ********************
Initial Complaint
Date:03/25/2024
Type:Customer Service 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 two articles of clothes about a month ago and trying to track it apparently it's sitting in a warehouse in Jamaica Queens ******** for the last 2 weeks. But the most frustrating part of this is there is no customer service phone number you cannot speak with anybody to get this resolved. It instructs you to download their app which I did for customer service questions and the only information I could get from there is the postal service 800 phone number. The most frustrating thing as I said is there is no customer service at this company
Business Response
Date: 03/26/2024
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:03/22/2024
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 purchased a dress from Lightinthebox, order number ****************, product number *******. The dress arrived in a plastic bag without an invoice or instructions on returns or refunds. The dress was ordered in US size 10. I did not provide my personal measurements nor was the product clearly marked as Made to Order. When the dress did not fit, I searched the website for **************** regarding how to return for a refund. It was NOT easy to find how to contact the company so I became suspect that this may not be a company with integrity or sound business practices. Their response to my request for a refund confirmed my suspicion. I received a long email from a representative named ***** giving directions, with a link, on how to measure the item I ordered to see if the measurements matched the size. Sounded flaky. She said my dress was Made-to-order and was Non-refundable unless they had made an error with the size. The dress arrived with off the shelf tags and no label that said Made-to-Order. ***** stated in the email that "even if you have selected a pre-existing size and color, it was a Made-to-Order dress.I sent a follow up email to ***** stating that I did not request and did not receive a Made-to-Order dress. I requested a refund of $131.99 (the price minus the shipping and handling) and said I would pay for return postage. My offer wasn't accepted and ***** maintained the dress was customized and offered one option for a 30% refund ($39.60) or store credit for $66.00.Neither option is agreeable or reasonable. Thank you for your assistance.
Business Response
Date: 03/26/2024
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: 03/26/2024

Complaint: 21473861

I am rejecting this response because:
I am attaching the latest email I received from Lightinthebox responding to my complaint, after reporting the problem to the BBB. It is very similar in content to their original response to my initial communication requesting a refund. They maintain this is a Made to Order dress and unless the measurements are incorrect, it is non-refundable. I would categorize their definition of Made to Order as false advertising or at best a delay tactic to address a request for refund. I have read other online reviews and my complaint is not an isolated event. Thank you for your assistance.
************************************************
Business Response
Date: 03/27/2024
Dear *****,

Thank you for your message.

Since we value you as our customer and considering your particular situation, we'd like to offer you a special solution:

A refund of USD 131.99 and you do not need to return the product to us.

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 Answer
Date: 03/27/2024

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.

*************************************************
Initial Complaint
Date:03/21/2024
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 purchased an item from an Instagram ad, my first mistake. The item arrived and is not as long as the original picture. I am 6'3" and this shirt is more wide than it is long. I attempted to return it and all I am getting is answers that kick the can down the road. I am not going to send a picture of my body to show them the fit. They have not provided any assurances of what these pictures would be used for. The shirt does not fit and I do not want it. I am only asking for a refund.
Business Response
Date: 03/22/2024
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:03/20/2024
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 2 jackets on the 6th of march, today is the 20th of march. No.78628246 is the order number. They are the masters of disguise. They give absolutey no way to contact them so they cannot respond to complaints. You need a masters degree to figure out their tracking methods because they dont want you to know it will take 2 months or more for your goods to arrive. They give the telephone number to the **** and the **** says we havent received the items check with vendor, and the circle is complete. What a******* They simply ignore their american customers and say f*** us. They are jerks.
Business Response
Date: 03/22/2024
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 ********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Light In The Box is NOT a BBB Accredited Business.