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:01/03/2024
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.
Items were too small, not the proper size, for example, large was for an Asian person, which is small for the average person, second , having difficulty getting through to customer service, gives out of country phone number which cannot be reached, next says my e-mail is wrong which has been the same for years, cannot get access to my account, upon receipt my package did not receive the invoice. Did not receive amount spent or order number, I know several other people who have had a problem with this account. i would like a refund. i am a disabled senior citizen and am disappointed with this matter. i use the internet to shop allot. i would appreciate the assistance of the BBB.
Business Response
Date: 01/04/2024
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:12/14/2023
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 a dress from Light In a Box and tried to return it as I was not happy with the product. They sent a response email after several days of requesting a return label that said they would need to contact the tailor to see if there were errors in the make of the dress and requested that I submit photos of my body measurements before they can investigate if I qualify for a return for a purchase that didnt meet the purpose it was intended. I should not have to submit pictures especially ones this specific (breast, hips, and waist) for an item that is not custom, but especially since there were other issues outside of the dress not fitting is the reason for return and there wasnt an option that covered all the reasons for my return. The dress didnt fit but the pic and the description didn't accurately reflect what I received. The dress was a lot bulkier and heavier than it appeared and the color was different too. So, even if the dress had fit perfectly, I would have returned it regardless of the fit, and I should be able to return it no matter the reason if it is not worn, or damaged without it being approved to return. Now, on top of the inconvenience of the return process and accepting the loss of over $50 on shipping, they're asking for photos even if it was just a sizing problem, This is ridiculous. I should be able to return the item and receive a full refund, just because I dont want/like the item. It is a shame that businesses are allowed to prey on consumers. What happened to good customer service? Why is it fair or good business to expect and set up policies for customers to pay for products they are not happy with? This is so sad and speaks volumes about Light In a Box and other businesses like it with unethical business practices. I will never use this company EVER again, and strongly urge other consumers NOT to buy from this company or any online businesses that set up unethical practices and policies to get and keep consumers' money.
Business Response
Date: 12/15/2023
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:12/13/2023
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.
On 12/7/23 I purchased 5 lamps to give as Christmas presents. I never received a receipt in the email but i did take screenshots of the final order page as proof. They have no phone # to contact support but they do offer a webpage that is supposed to send an email to support. The email kicks back an auto response telling you to reply to the email if your issue is still not resolved. I have done this multiple times without hearing back from them, even included my phone #. There is no other way to get ahold of them that I am able to find. I have searched on Googled and the website for an answer. This is really disturbing as this was supposed to be a Christmas present for my wife and their website said 3-5 days for delivery. Possible this is a scam site.Date of Transaction 12/7/23 Credit Card $55.71 for 5 lamps. Verified this was taken out of my bank account Never received order Tried to contact support through their webpage multiple times without response.Order #***************
Business Response
Date: 12/13/2023
Dear Customer,

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

So sorry to know this. Now you are in a higher department and my main duty is to help you.

Please provide us with the following information:

First and last name, your order number, customer number, telephone number and the e-mail address linked to your LITB Account

As soon as we have received your information, we'd like to assist you to resolve the problem.

Best ************************************* ********************
Customer Answer
Date: 12/14/2023
Order# ***************
My phone **********
Credit card $55.75
Order placed 12/7/23
Shipping Address
23660 ******* Dr
******* ** 66052
Email address attached to *************
I am sending this information again. See attached screensot.
Initial Complaint
Date:12/11/2023
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.
i ordered a size 2xl and when my wife who is a 2xl tried to try it on, it would not go over her head. it was too small to fit over her busts. we measured it and it was also way too short. it was a mini mini skirt.the material is not sweater material as advertised.we are more than willing to send both items back asap once a address is forthcoming.the dress is like a size small......
Business Response
Date: 12/12/2023
Dear customer,

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

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

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 12/18/2023

Better Business Bureau: Ive communicated with LiteinBox on this and we are satisfied with their response. They have apologized and have refunded our money. Please close out our complaint.
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:12/06/2023
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.
Returned 16 pound unopened package on 10/17/2023 to the ****** ************** in ********** **.was charged $289.89 credited $18. to my charge card.10/1/2023 Placed order on 10/16/2023 package arrived. Disputed order on credit card. Account was closed a new card issued and company charged new card when I asked for a refund.
Business Response
Date: 12/08/2023
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: 12/18/2023
From ********************* ***************************** in ********** *** on October 1st 2023 Light In Box did not provide any turns or condition or return policy at time order was placed on 0ct120, 2023 **** return return package back to Light in Box the I have receipt from post office with routing number **********************
Business Response
Date: 12/20/2023
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:12/04/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered two dresses 11/7/23 on my size. Items received about 3 weeks later, which I thought it was super long time. Dresses ran smaller than my ordered size. I contacted the company twice and gotten no where. They came back to me that certain dresses are "made to order" and those are not refunded 100%. I missed that sign otherwise for sure I wouldn't have taken the risk to order. They came back to me with offers to keep and refund only 30% or to return and credit 70%. Dresses are intact with tag on, never worn obviously and I do not want to keep them. I think that Made to Order sign is a trick or excuse to keep some money, a real scam. I wish I would have looked into this company before ordering and see that they are not accredited by BBB. Please, help me resolve. I found the name of the *** of the company Jian ** but no address to contact him. Thanks in advance for your response.
Business Response
Date: 12/05/2023
Dear customer,

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

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

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 12/11/2023
The first responded to send package back to Asia. I answered absolutely not, that the package was sent from a ** address so the return should be the same. I told them I had placed a complaint thru you and that I would contact their CEO, who's name I already have.
They got back to me with a *** address for me to return the package and to informed them of the tracking number. I did just that today, requesting to be notified and full credit of $317.40 for both dresses returned unused and intact.
Once I receive their response, I will notify you. Thank you!
Initial Complaint
Date:12/04/2023
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.
Bought a dress from this website on 11/18/2023. Received the item on 11/29 2023 by DHL but the item was completely different from the item we ordered. I have been trying to resolve the return via their customer service but unsuccessful. I am being told it's a custom order item and cannot be returned. Then again, I am being offered a 30 % refund or 50% credit. I have reached out to them via email multiple times but am unable to resolve the issue. They sent the wrong item, and they need to issue a full refund with no return shipping charge to me.
Business Response
Date: 12/05/2023
Dear customer,

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

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

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 12/05/2023

Complaint: 20954920

I am rejecting this response because:
1. Business is just offering partial refund of the total amount paid.
I appreciate your **************, but we paid $183+ including shippin and taxes. I would be happy to return the product at your expense but will prefer a full refund. It was not my fault that your warehouse shipped the wrong product to us. I will be willing to update my comment on BBB if the full amount is refunded. Your company is rated "F" ON THEIR WEB SITE DUE TO SIMILLAR ISSUES WITH OTHER CUSTOMERS...so obviously its not an oversight on your company's part. Please let me know what you can do.
Thanks
*******************

Sincerely,

*******************
Business Response
Date: 12/08/2023
Dear Nirmal,

Thank you for your message.

We are really sorry, but the insurance and shipping fees are non refundable.

Please confirm and we will initiate the promised refund of USD 143.99.

Awaiting your response.

Sincerely
*****
Customer Service.
Customer Answer
Date: 12/12/2023

Complaint: 20954920

I am rejecting this response because:
1. I paid over $184 for taxes, shipping and insurance when i bought this product
2. I am not returning this product because of quality or size or any reasons. You shipped the wrong product...then why should i be responsible for shipping?

Sincerely,

*******************
Business Response
Date: 12/13/2023
Dear Nirmal,

Thank you for your message.

Since we value you as our customer, we are willing to make an exception for you and we will refund you full amount of USD184.43, but we have been informed by our financial department that you have raised a chargeback for this order and thus these funds are blocked by your bank.

If you can close the chargeback we will initiate the refund of USD184.43, but if not, your bank will investigate the issue and then they will refund you the same, after their investigation is completed.

Sincerely
*****
Customer Service.
Initial Complaint
Date:11/30/2023
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 bought a Jacket for $110.00.When it arrived, It was WAY too small.( I ordered XL).I complained about this and was told the sizes are different in different parts of the world.I was only given the reg.sizes to choose from.To return it,they told me to use the cheapest tracking.This will cost $103.00!!!!! PLUS the cost of shipping, ( and has to be returned in 7 days.I had to wait over the weekend to even get " return " instructions, and when I got them it was 6 days later! ( from the time I got the parcel ).This is a total SCAM!! Cost more to return it than what I paid for it! Now I'm stuck with a useless dust rag.Never buy from Lightinthebox!!!
Business Response
Date: 12/01/2023
Dear customer,

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

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

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 12/01/2023

Complaint: 20937358

I am rejecting this response because:

Sincerely,

*****************
Customer Answer
Date: 12/05/2023
Lightinthebox offered me half my money back and keep the jacket ( which is no good to me ).They wanted me to reply to the BBB that this matter has been resolved.I said I will do that when I get my refund for half the purchase price.I was not going to say it was resolved and not get my refund.Thank You for your help...just waiting for refund and I'll be happy.
Customer Answer
Date: 12/09/2023
A satisfactory agreement was reached with Lightinthebox.Thank you for your help with this matter.
Initial Complaint
Date:11/22/2023
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 shirts online from Light in The Box on Sept 29, 2023 and paid a Shipping Charge of US $10.39 and for ****************** US $1.99 were to be delivered between 10/5/2023 and 10/11/2023 per an email from LITB employee "*****". The order totaled $66.81. LITB web site had a delivery by 10/11/2023 for this order as well which met my need to have these for an event on 10/12/2023. I ordered these in good faith since I had not ordered from Light In The Box before. I needed these for an event on 10/12/2023 and this gave LITB an extra day to deliver them. On 10/16/2023 I disputed this charge with ***** and that I needed a pre-paid return label to send shirts that are of very low quality back to LITB. LitB on 10/18/2023 told ***** they had delivered my order and would not refund anything. They were a week late and no longer needed since I did not get them until 10/18/2023. Also, LITB's own order tracking system showed the package was in ******** until 10/15/2023 or so. How can LITB feel they positively 100% fulfilled their side of this purchase when they were a week late being delivered and no longer needed. I will start a complaint report with the *** Attorney ************** shortly after the Thanksgiving holidays.I documented these complaints with ***** and emails with LITB.The quality is so low with these LITB products; I will not even give these two Light In The Box shirts away.
Business Response
Date: 11/23/2023
Dear customer,

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

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

I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

My pleasure to help you!

Sincerely,
*****
Customer Service ********************
Customer Answer
Date: 11/23/2023

Complaint: 20907468

I am rejecting this response because:
Please read the copied and pasted messages below from a ***** at LiTB and my response.
-------------------------------------------------------------------------------------------------
*****: 11/23/2023 8:20 AM CST

There are numerous online filed complaints against Light In The Box for not sending items that match their marketing pictures online AND many complaints that LITB does not refund payments when they say they will.

*****, Please credit my ********** with the full $***** as you stated in writing in your message to me. Following is the full message from ***** dated 11/22/2023:

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

Thank you for bringing this matter to our attention. We are sorry to hear of any negative experience and inconvenience you may have faced.

We 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.

After checking your order history, we found that you have disputed charges and you will receive the refund once your bank's investigate is completed.

If you would like, you can cancel the dispute and we will refund you USD *****, once the dispute is closed as the funds are locked by your bank at the moment.

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

Sincerely
*****
Customer Service."

------------------------------------------------------------------------------------------------------------

I filed my dispute on 10/16/2023 with ***** since I did not receive my order by 10/11/2023 for a 10/12/2023 event. My 10/16/2023 dispute was for not receiving my items when your web site page and your employee; a "*****" stated I should receive it by 10/05/2023. ***** stated that LITB wrote to them and are saying my order was delivered on 10/18/2023 and challenged this dispute.

If I do not get a $***** credit to my charge card shortly; I will then file another dispute with ***** that states these came much later than my delivery date of 10/05/2023 per ***** and your web page date of 10/11/2023 for delivery.

Also, I will add your written statements to my dispute;
After checking your order history, we found that you have disputed charges and you will receive the refund once your bank's investigate is completed.

If you would like, you can cancel the dispute and we will refund you USD *****, once the dispute is closed as the funds are locked by your bank at the moment.

I substituted quality shirts I bought locally for my 10/12/2023 event. Secondly, I will pursue this misrepresentation of item quality and not fulfilling your side of my purchase agreement's delivery date with the *** Attorney ***************

The funds are now unlocked and you need to fulfill your statement of crediting my ********** with the full $***** as you stated in your message to me as copied and pasted here.

Thank You

***

Business Response
Date: 11/29/2023
Dear ***,

Thank you for your message.

I have contacted our financial department to check the update on the ongoing dispute.

Please allow me 2-3 day's time to gather all details.

Please do not worry, we are here to help you and we appreciate you patience and understanding in this matter.

Regards,
*****
Customer service
Business Response
Date: 11/29/2023
Dear ***,

We have information from our financial department:

"Case is under review now, can't proceed refund. But case will end 3 days later, we may wait for the case result first.

If we win, we can proceed refund successfully. If we loose, we may suggest customer to contact card issuer for support"

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

Regards,
*****
Customer Service
Initial Complaint
Date:11/21/2023
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.
transaction was November 4, 2023. I purchased items for Light in the box through my Klarna acct. I have given them 2 payments and have yet to receive my items. the tracking system states I should have received my items between 11/14 and 11/20/23. They need to let me know where my items are or return my money. the payments are automatically deducted from my account so I really need Light in the Box to UPHOLD their end of this deal. I am also posting this complaint to social media to for people to not make a decision to purchase anything from this company. it has been 2 weeks since I ordered and 2 payments later no items, no explanation. this is totally unacceptable.
Business Response
Date: 11/22/2023
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

Complaints

Customer Complaints Summary

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Light In The Box is NOT a BBB Accredited Business.