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:10/26/2023

  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 a 5xl T-shirt from them and it took several weeks for it to arrive. When I tried it on, it was way too small. When I asked to return it for a refund, I was told it would cost me between $10-$40 to return it to Asia and I would have to pay for the shipping. The item in question cost me $23.74. I have found no way to contact the company directly.

  Business Response

  Date: 10/30/2023

  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:10/24/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 want to delete my account and forgot my password. *** attempted to reset my password multiple times. I receive a message that a reset link has been sent to my email address, but nothing is ever received, including in junk/spam. There are no options to contact customer service unless youre signed in, but I cannot sign in because the password reset doesnt work.

  Business Response

  Date: 10/25/2023

  Dear customer,
  
  We apologize for the issue.
  
  I am *****, Supervisor of customer service, I am here to help you resolve your issue.
  
  We suggest you to try to unsubscribe emails.
  
  Here is a link for your reference: *********************************************************************************************************
  
  If the issue still persists, please let us know and we will remove it from our mailing list.
  
  Regards
  *****
  LightInTheBox

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20775770
  
  I am rejecting this response because:

  This answer makes absolutely no sense and it appears the company is trying to not allow me to delete my account. The password reset does not work, which is the main problem. How would unsubscribing to e-mails resolve this? The secondary problem is that this company has no way to contact them unless youre signed in, but because the password reset doesnt work, I cant sign in. I also cant delete my account unless Im signed in, but cant reset my password and sign in because the password reset doesnt work  

  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/31/2023

  Dear customer,
  
  Thank you for your message.
  
  If the issue still persists, please let us know your email ID and we will remove it from our mailing list.
  
  Regards
  *****
  LightInTheBox

• Initial Complaint

  Date:10/24/2023

  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 a dog coat Oct 12 2023 from this company. They are located in *********, however have an office in **********.Order details: Paid $31.84 (including tax)the size was XL ************************************************************************************************ It pictures a "german ******** lab wearing the coat"...I have a labrador retriever which also is -considered a large breed dog.I used their "measuring guide" for the size I should order. Their sizing for this size states:Chest 73cm, Back 50cm, Neck 49cm (In inches that is, Chest **** inches, Back **** inches, Neck **** inches) I measured my dog in inches and felt the size XL would fit him.When I received the dog coat Oct 20 2023, the item's actual size was Chest 18/19 inches, Back 15/16 inches, Neck 14 inches.I requested a return with full refund, and received a reply :"We are sorry that product does not fit. Please note our goods need to be returned to Asia for refund or exchange, and we will not cover the shipping cost if the size issue is not confirmed by your measurement photos as proof. Sorry that pictures you attached are too small so we can not well read the measurements, could you please send again the measuring photos?If it is correct size made the measurements should be: Chest 73cm, Back 50cm, Neck 49cm.If it's too much trouble for returning, we recommend that you can keep the item with a partial refund or reward we offered previously. We can increase 20% of it if you choose this option. Then you don't need to go through the return procedure at all..."I have sent photos with measuring tape as per their instructions 3 X now, and they keep increasing my % of rewards. Each time get a response they state the pictures are too small for them to read.I believe they are coercing me to take their discount rather than giving me instructions to return and get full refund I'm having issues uploading pictures to show you, but I can provide more if needed, I have saved all emails and pics

  Customer Answer

  Date: 10/24/2023

  I have sent you a zipped file of the dog coat and measurements that I have provided the LightinTheBox as per their instructions. 
  Their latest email to me is:
  "We are sorry that product does not fit. Please note our goods need to be returned to Asia for refund or exchange, and we will not cover the shipping cost if the size issue is not confirmed by your measurement photos as proof. Check the policy here; ************************************************************
  
  Sorry that pictures you attached are too small so we can not well read the measurements, could you please send again the measuring photos?
  If it is correct size made the measurements should be: Chest 73cm, Back 50cm, Neck 49cm.
  
  If it's too much trouble for returning, we recommend that you can keep the item with a partial refund or reward we offered previously. We can increase 20% of it if you choose this option. Then you don't need to go through the return procedure at all.
  
  Please let us know which option you would like to choose (50% refund or 70% reward)? The reward is more like a coupon, which can be used for your next order."
  
  Their measurements are in cm's which in inches would be Chest **** inches, Back **** inches, Neck **** inches, and when you look at my photos, the measurements are far from the actual measurements of the item.
  The dog coat I ordered was XL which was for a large breed dog, and shows a German ******** wearing it on their website, but this item would maybe fit a ********* Terrier which considered a small  breed.
  Their site also states "easy exchange/refunds" however, it is far from being easy for me, and I have provided the pictures to them 3X.

  My order number and total cost are

  Order Number: 2310120374794867
  Order Total: CAD $31.84
  

  Business Response

  Date: 10/25/2023

  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: 10/26/2023

   
  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,
  
  *****************

  Customer Answer

  Date: 10/27/2023

  this issue has now been resolved

  thank you

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

  Business Response

  Date: 10/30/2023

  Dear ***,
  
  Thank you for your confirmation.
  
  Since we value you as our customer, we are willing to initiated the refund of CAD 31.84.
  
  The refund will be sent to your card which you used to pay for this order. It usually takes 1-3 working days to be processed by us. However, please kindly note because this is a transnational transaction, it will take a few more days for you to receive the refund, you may refer to the following link about the refund processing time: ***************************************
  
  Please feel free to get in touch if you need further assistance, we are glad to help!
  
  If you are satisfied with my service, will you please inform BBB that the issue has been resolved and write a positive review about our service and let other customers know the case had been handled by me.
  My name is *****.
  
  Sincerely,
  *****
  lightinthebox.com ****************

• Initial Complaint

  Date:10/22/2023

  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.

  My daughter and I ordered 2 wedding dresses from this despicable company. We made sure we did an online chat with someone before we ordered the dresses, to make sure if they didnt fit right or didnt look right, that we could return them. She told us that as long as we did it within 7 days, that we could. That was a total lie. Within 3 days of ordering, we decided to cancel since the wedding was being postponed. It is impossible to actually talk to someone in customer service. We tried everything we could to get ahold of someone. We ended up having to email which is working up a ticket and they will get back to you within 24 hours. They told us we will only get back 50% of the dresses because they already cut the fabric. We didnt order a made to order dress, we ordered a size, which they consider made to order! They DO NOT HAVE ANY OF THESE DRESSES Its a scam! They make them, and it sounds like from previous customers, the quality is horrible. I am going to make sure I leave a bad review about this scam of a company, everywhere I can. I wish I had checked reviews outside of their website. When I did, after the fact, I cannot find one good review. Someone needs to shut this online company down. They are literally making their money off of people that either never receive the item(s) or want to return their item(s). No one will ever get their full payment returned. They make money no matter what. The BBB needs to take action, so this company cannot continue to steal peoples money!

  Business Response

  Date: 10/24/2023

  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.
  
  For your issue, in order to protect your info and 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:10/19/2023

  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 several items from this company and was very disappointed when they arrived to see they were falsely advertised. I had ordered linen outfits and they were all polyester. I had a terrible time, trying to get any sort of customer support and they would not help me to complete a return, instead only offered a partial refund. The partial refund that I did get was not the amount that they agreed to pay. This company then proceeded to continue charging my credit card weeks later, for no reason, no further orders were made. I do not trust my data with this company and Ive sent messages every day for weeks to get customer support to close my account but I only receive excuses. Its impossible to close the account based on the instructions on the website and customer support does not assist. I want this company to delete my account because I dont trust my data, personal or credit card with them. I am not able to get any support or resolution through this company directly. Id like the money charged my credit card refunded and my data deleted.

  Business Response

  Date: 10/20/2023

  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:10/18/2023

  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 bought blouses and tees they kept the order to old address not the new address ********************************************************************************** I sent them a e-mail letter twice and still don't have the order or have not received a refund or the blouses. Order Number ******** Tracking Number ********************** They do not have a telephone number.you have to use your computer to reach themMy phone number ***********

  Business Response

  Date: 10/19/2023

  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: 10/19/2023

   
  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.
  
  ******************************************************

• Initial Complaint

  Date:10/18/2023

  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 have purchased from light in the box, several times, and most of the items are a good deal. But, with every order comes 1-3 items that need to be returned or exchanged because they are not as advertised, or simply do not work at all.In the past, I simply submit a return via their app. In my last two packages, I received two items that do not work at all and two more that are not the sizes advertised. But, the return process, on their app, DOES NOT FUNCTION! I have tried using their return system, every day for the past week, and I am almost at the end of their seven day return period. I tried emailing them directly, but their emails come from a no reply address. I tried replying to previous emails, about previous returns. But, the customer service response always claims that they can only respond to the items in that one order of that one email chain. This company is advertising a seven day return window, for all items that are not as described or arrive broken. But, in reality, they are not accepting returns from me anymore at all!

  Business Response

  Date: 10/19/2023

  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: 10/29/2023

  I was only emailed that there was a response on 10/26. Since its the weekend, I was going to wait till Monday, 10/30, to reply I came here on a Sunday night, 10/29, only to find my case has been closed because I didnt respond in time?!? the consumer needs more than a day or two to respond to emails.

  Light in the box did finally email me back, but only after I filed the complaint with the BBB. They offered to refund $20+ of my payment, BUT I dont believe I ever received it. I emailed them back to inquire about it, but, yet again, they did not respond at all.

  Business Response

  Date: 11/14/2023

  Dear ****,
  
  The refund has been credited to your original payment method.
  
  You will receive the refund in your PayPal account directly.
  It might take 3-5 business days to get the amount reflected in your account.
  
  Here are the Refund details:
  
  Payment Method: PAYPAL_CHANNEL
  Transaction ID: *****************
  Amount: USD 8.75
  Transaction Time: 2023-10-20 14:54:00
  
  Payment Method: PAYPAL_CHANNEL
  Transaction ID: *****************
  Amount: USD 12.09
  Transaction Time: 2023-10-26 15:26:18
  
  You can contact your bank with these details.
  
  Regards,
  *****
  LightInTheBox *****************

  Customer Answer

  Date: 11/16/2023

   
  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:10/18/2023

  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.

  The shirt I ordered did not look like it looked on line. I asked for a refund, but keep getting the run around

  Business Response

  Date: 10/19/2023

  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:10/13/2023

  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.

  Fraudulent charge on my account. Have zero idea how they received my card information as I have had zero business with them. Suspect they are connected to a card skimming scam. Drained my entire bank account.

  Business Response

  Date: 10/16/2023

  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 customer number, order 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 ************************************* ********************

• Initial Complaint

  Date:10/07/2023

  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 placed Order ******** with this company on September 5, 2023 for $102,26. On Sep 20, I got a message saying: "We are sorry to bother you but the carrier US Priority Line-YBD2 informed us that your package # SPXSND055300020584 was not delivered successfully because of one of the following reasons: Incorrect phone number / post code / address. The carrier warned us that the package will be abandoned by 2023-09-27 if you don't provide correct contact information. If that happens, according to our return policy, we'll be unable to refund the order to you if the package returned." - I replied immediately again providing my address. On Sep 21 and Sep 22, I received a message saying they had arranged re-shipping of my order. On October 3, I emailed them asking for the status of this package, and informing the link given and the tracking information didn't work.

  Customer Answer

  Date: 10/08/2023

  Hi,

  The  vendor Ligthing The Box has initiated the refund of my money with a small deduction. 

  Thank you for your support. 

  It really helps to know that we have an organization to protect the customers. 

  Best

  ****

  Business Response

  Date: 10/09/2023

  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: 10/09/2023

  Hi

  The company is processing a refund which is acceptable to me. 

  Thank you, 

  **********

  Customer Answer

  Date: 10/16/2023

  Hi

  Thanks for your messages. 

  On Oct 9 I replied informing that the company had refunded my money.  You can see my message in the communication history about this claim. 

  You can mark it as resolved.

  Kind regards, 

   

  **********