Complaints

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

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  Light In The Box

  Portland, OR 97250-9606

• 

  LightInTheBox

  Houston, TX 77040

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:11/21/2023

  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 ordered clothes on line. The company said it had a return policy but you had to get a return authorization. I have twice requested a return authorization because the clothes look nothing like the pictures and are a cheap print ugly prints.

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

  Customer Answer

  Date: 11/22/2023

   
  Better Business Bureau:
  
  Assuming they do what they said, 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:11/20/2023

  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.

  On November 4, I ordered what was shown as a full-length dress, and I ordered it several sizes too large, figuring I could take it in. What arrived today was a regular length dress, maybe a regular woman's *****. The order confirmation email is below. Dear ********************************* Thank you for your order. Your Order No.******** is being processed.Order No. ******** View the status Ordered atPayment Method 2023-11-04 14:09:39Credit or Debit Card Iframe Ordered Items Item(s)PriceQuantity Women's *********************** Dress Maxi long Dress Black Wine Blue Long Sleeve Solid Color Ruched **************** Neck Party Stylish Elegant Party Color:Wine Size:5XL USD $19.491 Grand Total:USD $32.28 We are preparing your package now, and will ship it to you as soon as possible.Once the package is shipped, we will notice you via email where you can track your logistic information.If you have any questions about your payment, please feel free to contact us.Hope you enjoy shopping with us!LightInTheBox

  Business Response

  Date: 11/21/2023

  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:11/14/2023

  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.

  Have attempted on numerous occasions to reach the company to initiate a return. Every time I try to start process ** told my log in info is not correct. Which it is. Impossible to Contact them regarding return

  Business Response

  Date: 11/15/2023

  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:11/13/2023

  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.

  company wants me to pay $10 to $40 to return the item to asian market! they offered a 10% reward on my next order if i just keep the items I am returning 2 items which would cost about $50

  Business Response

  Date: 11/14/2023

  Dear *****,
  
  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:11/13/2023

  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.

  Ordered 4 shirts and 3 pairs of shorts from LITB and received them on November 3 2023. All items were why you big for me. I used their measurements off their site. Filed for a refund and followed all of their instructions, sent pictures and measurements. They told me the measurements were fine but if I wanted a refund I would have to ship back at my own cost. They told me it would be between $10-$40. It was going to cost me over $100 to ship back. Have sent numerous emails and now I havent heard back from them. I feel like they are a shady company taking people for their money. All I want is to be refunded my money

  Business Response

  Date: 11/14/2023

  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: 11/15/2023

   
  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:11/06/2023

  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 a pair of boots that came in my size except in mens not womens and I have been unable to get in touch with the company. The advised way to do this per company instruction in the receipt is to select your order and submit a ticket but there is no order to select under the my orders tab and for the record there never was! I have checked this throughout the entire experience from purchase to delivery. The website offers no other means contact the company they might have options are tabs to choose if you wish to get in contact with the company but those options ultimately go nowhere. I still want the boots, but I want them in the correct size.

  Business Response

  Date: 11/07/2023

  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:11/05/2023

  Type:Billing 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 have reached out to an on line company who I thought was legit, but now I find out they are not. I have requested to have my account deleted/removed but they are not replying after I have sent the information they have requested. The government of ***************** needs to shut this place down as I have read numerious issues with them. I am attaching a copy of the several emails I have sent them. I want my account deleted/remove as I also think think they are selling people information. Simple remove my account.

  Business Response

  Date: 11/06/2023

  Dear *******,
  
  Thank you for your message and we apologize for the issue.
  
  Please do not worry, we have contacted our IT department to delete your account with email ID: **********************
  It might take 48 to 72 hrs to reflect the request.
  
  Please feel free to contact us for further query.
  
  
  Sincerely,
  *****
  lightinthebox.com

  Customer Answer

  Date: 11/06/2023

   
  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:11/03/2023

  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.

  I order a light from them on July 24, 2023, I did not receive the light until October 8, 2023. I have tried to put the light fixture up with no avail. I sent emails (the only way to communicate) 3 times asking for better instructions, because the instructions were not very good. The resent the original instructions because they could not get in touch with the manufacturer. I had two electricians to try and put the light up and still does not come on. You can hear the light, but no light is coming from the fixture. I asked for a refund and they asked if I met any problems with the light fixture or understanding the instructions. I told them the first time that I wanted a refund. Since I had 2 electricians look at the light I assume it is bad and will never work. I just want my money back for the fixture.

  Business Response

  Date: 11/06/2023

  Dear **********,
  
  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:11/01/2023

  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.

  Light in the box doesn't allow me to return the merchandise.To whom it may concern,I ordered from an online retail clothing store called Lightinthebox on October 2, 2023 for a dress and paid $68.38. and on October 10, 2023 is approximately when I received the item. When I bought the clothing item I paid as a guest and did not sign up to have an account because I wasnt sure if I was going to like the merchandise and therefore didnt want to open an account with them.Upon receiving the item, I notice that the clothing was not an exact representation of the original dress and the fabric was very poor quality and item felt like plastic. The item did not come with a receipt summary or any paperwork stating the item I got and the total cost inside the back it only had an address on the package that read **** *********************************************************************************I immediately went to the website but realized their was no customer service number and everything had to be returned through the Lightinthebox app but when I then decided to register the app stated that there is no record of me purchasing any item from them so I couldnt click on the item I bought and start the return process. The light in the box app did not have me as a customer because I used register as a guest and it never saved my purchase, so I found and email (***************************************************)to send them on October 10, 2023 asking how to return the item but I received an automatic generic email return saying all transactions must go through app only, now I am left with a product I cant use and dont know how to return.Problem #1 The return package on the bag stated it came from: **** *************************************************************************** I ******d the address using ****** maps and it says that address belongs to ********************************************************** @ *************************************************************************.

  Business Response

  Date: 11/03/2023

  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: 11/03/2023

  I have not received any email from Light in  the box as of November 3, 2023 The customer service representative said she would send it and she did not. I have enclosed the receipt of me returning the merchandise to the address listed on the bag. I want my refund and don't want that cheap disgusting product sent to me!!

• Initial Complaint

  Date:10/30/2023

  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 ordered 3 formal dresses and received them on 10/28/23 under order #****************. The dresses are poor quality. The first has a zipper that does not work properly, the second has a horrendous smell, and the third is stiff, cheap material. The return policy states that you can return for any reason within 7 days. I filed a claim for all three items the day I received them and keep getting the run around to keep them and they will give me a 10% refund, and then a 30% refund or 50% coupon. They won't give me the return instructions or address. My ticket claim number is *********. I want to return them for a full refund. I now see many complaints about this company and would not order from them again.

  Business Response

  Date: 10/31/2023

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