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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

Complaints

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

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Light In The Box has 2 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 light in the box on 3/9/24. The item hasnt shipped and therefore I didnt receive any merchandise. On 3/16/24 I attempted to cancel my order because it isnt due to ship for 2 weeks and therefore I have purchased a different dress for the occasion. I contacted customer service to let them know I want to cancel my order. They responded with this item can only be cancelled with 50% refund because it is made to order. This item is NOT made to order and that is a scam they use to ensure money in their pocket. They have listed that detail in their fine print as a way to cover themselves. To purchase this dress I chose a color and size, there are no specific measurements or details given for a made to order. I have filed a complaint with my credit card company and I am hoping you can look into this matter. I am wanting a full refund of $212.20 for a dress that I didnt receive and hasnt shipped.

      Business Response

      Date: 03/21/2024

      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: 03/21/2024

       
      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:03/16/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Order date: 3/8/24 Received: 3/14/24 Item: 3 piece women's suit Problem: the two piece top is mismatched sizes. The sleeveless top us very large. The jacket is very small.I requested a return within one hour of receiving the item. I stated what the problem was. Initially they offered 30% of my money back and keep the product - or - 50% off another order and keep the item. They also offered to take the item back with full refund including shipping costs.I requested a full refund with return of the item including shipping costs stating the item again reiterating the problem: item had mismatched sizing, no size tags on product, defective item. I again requested a return of the item with full refund.I received a reply offering 70% off another order and to keep the item - or - 50% return of my money back. This time they stated the order didn't qualify for a return with full refund.I replied back today stating it was a defective product, they sent the wrong size, the return wasn't for a personal reason. There is a time limit on their return policy. Are they trying to run the clock down on the return? Disreputable company.

      Business Response

      Date: 03/18/2024

      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:03/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 with them in February, and I paid $21.33 for 3 dresses. They sent me 2 of the same dress. They have not delivered the 3rd dress. I cannot reach them for return instructions.

      Business Response

      Date: 03/06/2024

      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:03/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Made Order on-line for clothing. Order # ****************. Took awhile to get package. They kept saying custom delay. Received parcel order in bag. When open by me the order was found not complete. Contacted company, they stated if something missing contact the US *************** The bag was not torn or damaged and I told them this, still it was my problem. The XL shirts were a lot smaller than a US extra large shirt. They offered to give a 50 percent return for something the would not fit. This is when I contacted my credit card company to stop payment. Now they want me to release the credit card lock before the will issue a refund or send complete and correct order. My complaint ticket number with the light in the box is *********. They say ****** company but actually believe it is a company in ***** using an undercover company from ******. Thanks.

      Business Response

      Date: 03/06/2024

      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:03/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted customer service and told them I never received my order. They contacted me through email twice and then stop responding. I told them that someone else must have received my package because the mail service always send me a email on what they put in my mailbox. It was delivered to my mailbox according to the email from the post office but I didn't get it.

      Business Response

      Date: 03/04/2024

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

    • Initial Complaint

      Date:02/24/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Two items were of greater size than expected and design of one of them in reality was not as good. We filled out required paperwork and sent them to LightinTheBox month ago but did not get a response. Also, our attempts to contact customer service failed. Please help

      Business Response

      Date: 02/27/2024

      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: 02/29/2024

       
      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,

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

      Better Business Bureau:

      Due to your interference my problem with LightinBox was resolved positively.

      Thanks a lot,

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

      Customer Answer

      Date: 03/01/2024

      Dear ************,

      Resolution Coordinator,

      Let me sincere thank you for your help.

      Yours *******

    • Initial Complaint

      Date:02/16/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 2/4/24 and selected a color and size that had the delivery date I need. I payed extra to have the delivery date window expedited. I was promised a deliver window of 2/10/24 to 2/15/24. When it was not delivered I contacted customer service and was told that it would be delivered by 3/12/24 which is after my wedding date. I asked for a full refund or for it to be delivered within a week of the date promised and was told no. I believe its false advertising.

      Business Response

      Date: 02/19/2024

      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: 02/21/2024

       
      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:02/14/2024

      Type:Delivery Issues
      Status:
      Answered
      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 two shirts in early January. Shipping date was Jan. 11th. Was informed they were delivered thru ***** But never showed. Filed a complaint. Was told to deal with ***** Still no issue as been resolved. Spent roughly $60-68 on two shirts with shipping and just getting the runaround. Just want my money back or my shirts.

      Business Response

      Date: 02/16/2024

      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:02/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 with light in the box online on January 6th ****. I paid for 5-9 day shipping, which was supposed to have my package to my home by 1.24.24. I still have not received it and there is no tracking update. When I reached out to the company asking for a refund they advised me to wait another 1-2 weeks to receive the package. All I want is my refund back for the shirt I ordered and the shipping amount. It has now been 30 days and the trip we purchased the shirt for has come and gone.

      Business Response

      Date: 02/07/2024

      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:02/03/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Placed an order for two dresses, December 14 for $86.04, in good faith. Contacted the vendor, Light In The Box, via text because I hadn't received the items. Finally the first week of January I received one dress; very unsatisfied as fabric was of poor quality and informed the vendor I had not received the second item. I asked to return, but no response to this question. I did received a reply later that the second item was undeliverable and I would be refunded. A week later I was told the amount would be credited to their website for future use. I replied that I would like a full refund, shipping included as I would not be using this vendor again. They refunded **** for shipping but not for the item. Now I'm not getting any responses. I asked to return the first item but they never provided guidance.

      Business Response

      Date: 02/05/2024

      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: 02/05/2024

       
      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,

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

    Light In The Box is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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