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:02/03/2024
Type:Sales and Advertising 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 **** has sent us an email stating the postage on our package from LightintheBox had counterfeit postage and would not be delivered and would not be the property of the *****
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: 02/12/2024
This case has been resolved and we have received a refund. Thank you for your time!
Sincerely,
*************************
Initial Complaint
Date:02/01/2024
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.
This was never delivered It changed the email address to ******************** and old dead addy by itself I did nothing 5:3300??T?Fr all 55%Details POS Purchase Non-PIN ********************** ******** HBPXKZ *****5497 01/27 02:44 01/29/2024 -$131.03 Account Name COASTAL ******* Status Posted Transaction Type Debit Reference Number 18 Was never delivered
Business Response
Date: 02/02/2024
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
Initial Complaint
Date:01/28/2024
Type:Sales and Advertising 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.
Placed my first order with Light in the Box $485 trusting the company to be shipped and located in **********, *** as stated for easy return purposes . When ordering, ease of returns & *** warehousing is most important. I never would have ordered from a ***** shipping return center due to returns if needed. Also when checking out they charge added fees for insurance & shipping you cannot delete after giving your credit card . It is Impossible to return even within 7 days of delivery. In fact , your recent orders are not listed at top of your account. You have to really **** for return options. Returning due to broken pieces, poor quality , sizes untrue , late arrival . All returns within 7 days and must have email approval. I checked daily for approval , no response, no approval or no email .Nothing ! No customer service contact email or no phone contact . Customers Cannot find or print your order easily without investigation like other companies . I was told after diligently searching for contact info from customer service agent ***** sent me a response not in my my email.. stating they had no return labelavailable in **********. I would have to return to ***** paying more shipping & duty fees *********** will not accept return . Better , business *********** *** should not allow ***** or any foreign country to sell products to ********* with horrible return policies.I was not expecting to make returns so difficult to return that Light in the Box wants their unhappy customers to just keep junk as another BBB review printed I want full refund I dont want to deal with companies with no integrity. See all my copies I sent BBB Sincerely ********
Business Response
Date: 01/29/2024
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 ********************
Business Response
Date: 02/11/2024
Dear ******,

Thank you for your message.

Since we value you as our customer, we are willing to make an exception for you and are willing to refund you 300 USD and you do not need to return the items back to us.

Please let us know if this solution suits you better.

Would you be willing to update your review 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.

Sincerely
*****
Customer Service.
Customer Answer
Date: 02/14/2024

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,

*******************************
Customer Answer
Date: 02/21/2024
Please reopen asap my Account ID ********. # **************
Original online order Date 01-04-24. Received date 01-21-24. Shipped DHL     Original order # ****************. $489.00 please update all this information to my account .
reason for return: items not as pictures , breaks, incomplete order, sized too small torn Seams and hems , etc
BBB Amber ******** service
No refund $300 credit to my **** Account Yet? Please forward a report of my case to FTC. I do NOT want any other consumer to go thru this lengthy return policy to beg for my monies to be returned timely.
You are our only resources consumers have against unscrupulously represented companies like Light in the Box.
I am frustrated, my time is valuable & I shouldnt have to keep chasing and checking my refund. My patience is worn thin after spending weeks.
As You see from picture my laundry basket is full of items waiting to be returned to ********** address. Please update amount charged $489 with no printable itemized receipt for my records.
I feel just as soon as I conceded and you closed our account they decided not to refund in a timely fashion . **************** process transactions immediately.
any questions call ******************************* ************ , hm ************. ****************************************************************************************
Customer Answer
Date: 02/21/2024
Please reopen asap my Account ID ********. # **************
Original online order Date 01-04-24. Received date 01-21-24. Shipped DHL     Original order # ****************. $489.00 please update all this information to my account .
reason for return: items not as pictures , breaks, incomplete order, sized too small torn Seams and hems , etc
BBB Amber ******** service
No refund $300 credit to my **** Account Yet? Please forward a report of my case to FTC. I do NOT want any other consumer to go thru this lengthy return policy to beg for my monies to be returned timely.
You are our only resources consumers have against unscrupulously represented companies like Light in the Box.
I am frustrated, my time is valuable & I shouldnt have to keep chasing and checking my refund. My patience is worn thin after spending weeks.
As You see from picture my laundry basket is full of items waiting to be returned to ********** address. Please update amount charged $489 with no printable itemized receipt for my records.
I feel just as soon as I conceded and you closed our account they decided not to refund in a timely fashion . **************** process transactions immediately.
any questions call ******************************* ************ , hm ************. ****************************************************************************************
Business Response
Date: 02/26/2024
Dear ******,

Thank you for your message.

We have been informed by our ******************** that you have opened a dispute with your bank.

Please note, in this case your bank has already hold the amount and we are not authorized to refund it.

Please contact your bank and close the dispute, and once the funds are available to us, we will immediately initiate the refund of remaining amount.

Regards,
*****
LightInTheBox
Customer Answer
Date: 02/26/2024
Better business bureau
Unfortunately, this refund has been needlessly been promised to be credited too many times and to date I still havent received a credit from Light in the box.
Light in the box have lost all credibility with me . After reading multiple negative reviews addressing the same issue as my issues, I certainly do not trust Light in the box ever intends to refund my monies.
i Will Not withdrawal my complaint with Better business bureau or dispute with my financial institution Chase Freedom bc I do not trust ****** any longer. .
i have been patient long enough . I want full credit , they can pick up entire order at their expense .
My next step will be filing with the ************************ against Light in the box for unethical business practices here in *****************.
I definitely am NOT happy with the long lengthy process I have been put thru just to get a legitimate refund.fir cheap quality merchandise. Repeatedly I have requested a direct email communication to my email addrsss I gave light in the box multiple times
email *****************
sincerely Panel *********
************
Initial Complaint
Date:01/26/2024
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 an outfit and when I received it the sizing was all wrong. The shirt fit perfectly but the pants were definitely not an extra large, more like a small. When I contacted customer services I was told I would have to return it to the warehouse in Asia, not sure why since it was shipped from **********. Returning it would cost more than I paid for it.
Business Response
Date: 01/29/2024
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:01/25/2024
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 womens puffer coat from light in the box on 12/26/23. When I received the coat it was way too small it was supposed to be a 3X that I ordered and the coat wasnt even the same style that was advertised. I contacted the company I did get information on how to return the puffer coat and get a refund for the coat, also I had to pay for shipping and send them proof of the receipt. It did take about 2 weeks to receive my refund. I had checked my credit card account and didnt see that the money was refunded. I then contacted lighting the box again letting them know. I saw the money was refunded a few days later and at that point I wanted to delete my account with them. This is where my issue comes in when I tried to delete the account it was saying I have unresolved tickets so it wouldnt let me delete it. I have emailed them several times trying to get this issue resolved there is no live person to talk to. I got a response from ******* from customer service who said on their end they would have to push resolved so I can delete my account. I tried again and again with the same problem their system was saying I have unresolved tickets. all I want is to be able to delete my account with this company of whom I will never do any shopping with again. I was also sent a email by ****** stating how they wanted to help me but here again I cant delete my account. I havent heard from anyone on how to resolve this issue!! Can You Please Help Me Resolve This Issue!!
Business Response
Date: 01/29/2024
Dear customer,

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

I am so sorry for the inconvenience caused.

I have submitted a request to our IT department to delete your account related to email ID: ********************************, as per your request.

It might take ***** hrs to reflect the changes.

Please feel free to contact us for further query.

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 01/29/2024

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,

*****************************
Initial Complaint
Date:01/22/2024
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.
The size I ordered was US12 (I usually wear a US10 but decided to go with the US12 to be sure it would fit and if not, could have it tailored if needed.) It WAS NOT specially ordered (using the company's special measurement area. It was shipped in a small 'wadded up' package. There was NO instructions on how to return. The company now states that it was a 'special order' and those are non-returnable. This, again, was NOT specially ordered. It was definitely an inferior product. Due to the quality of the product, I would not want to replace/reorder anything more from this company. Order #****************
Business Response
Date: 01/24/2024
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: 01/24/2024

Complaint: 21183459

I am rejecting this response because:
I still do not understand their 'sizing' guide. I did not submit any personal measurements. I simply ordered a US12 size which I believed was an 'in stock' dress otherwise WHY would they state that I could submit personal measurements and the dress would be made using those measurements? Also, IF I had submitted my own measurements, the 'top' would not have been so big, which it was. ************ is totally unacceptable and their business ethics are questionable....at best!! I not only will never order from them again but I intend to alert any other customers to their 'practice'. I have already given them a poor rating on their review site.

Sincerely,

***************************
Business Response
Date: 01/25/2024
Dear ******,

We again apologize for the issue.

We would like to inform you that this is a Made to Order item.
It was made from scratch with the measurements you selected.

**These items are made as and when we receive the order, these are not on the shelf items.

PLEASE NOTE: Whether you choose the standard size or customized size, the fabric was cut as per your choice of color and measurements.
The items with icon MADE TO MEASURE are handmade by skilled workers one item at a time and is not an In-Stock item.

But since we value you as our customer, we are willing to offer you a refund of USD 155.99 as an exception in this case.

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: 01/25/2024

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,

***************************
Customer Answer
Date: 01/26/2024
A customer service representative from ****************** by the name of ***** has been in contact with me. She has offered to refund my $155.99 and I have gratefully accepted. While it will be about 5-7 business days for this refund to appear on my credit report, I did tell ***** that I would advise the BBB of the refund offer and that I am very satisfied. I also want to thank the BBB because I believe your part was significant in the company's decision to refund my money!
Initial Complaint
Date:01/21/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered cat pullover sweatshirt shirt.$ 33.59.Received pullover cat shirt. Light in the box limit......sweatshirt on your website sells for $ *****.
Business Response
Date: 01/23/2024
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
Initial Complaint
Date:01/20/2024
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.
Cannot return product. They lie about it being easy and it is impossible. total fraud!
Business Response
Date: 01/22/2024
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 ********************
Customer Answer
Date: 01/22/2024

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:01/17/2024
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.
Their web site is a fraud! I am trying numerous times to return the item I bought from them for a refund.. When I go through the steps to request a return and refund the Submit Ticket for it does not work, all it does is goes around in a circle inside the submit word after I click on it. I have been frustrated and angry at this for two whole days, there is no such thing as ac customer service one can reach. I just want to return this item which is way too big (they sent the wrong size) and get my money back.
Business Response
Date: 01/18/2024
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 ********************
Customer Answer
Date: 01/22/2024
THIS ISSUE WITH "LIGHTIN THE **** company. (Their ticket #*********) has been resolved TO MY SATISFACTION.
Please close this case.
Thank you
***********************
Initial Complaint
Date:01/12/2024
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.
TRYING TO RETURN TWO SHIRTS TO THIS COMPANY, AND THEY SAID I HAD TO RETURN ITEMS TO ***** WHICH COST ME ABOUT $30.00, ***** SENT THE SHIRTS BACK WITH NO EXPLANATION! I I SENT LIGHT IN THE BOX A MESSAGE ABOUT THE RETURN BUT NO ANSWER, SO NOW I'M CALLING YOU FOLKS!
Business Response
Date: 01/16/2024
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 ********************

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This business has 1 alert

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Customer Complaints Summary

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Light In The Box is NOT a BBB Accredited Business.