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Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

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

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Light In The Box has 2 locations, listed below.

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    Customer Complaints Summary

    • 440 total complaints in the last 3 years.
    • 75 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/06/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I never received my package placed in August 31st and when I contact Light in the box they told me they will give me a credit or my money back and after a Month I have not receive anything from themI keep sending emails to them and no luck..

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

    • Initial Complaint

      Date:10/05/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Last month on September 7th, I made an online purchase from LightInTheBox.com, specifically a dress, with the understanding that I would bear the postal return costs if necessary. Unfortunately, upon receiving the dress, I found it to be unsatisfactory and initiated the return process. To my dismay, I discovered that the dress was categorized as "made-to-order," despite the fact that I had selected a standard sizing option during my purchase. This information was not prominently displayed on the product page, and I only noticed it from customer service saying it was there.The critical issue here is that the "made-to-order" designation was conveniently placed below the scroll line and beneath the "add to cart" button. Consequently, I did not have any reason to scroll further down the page to view more information.I strongly suspect that the placement of the "made-to-order" dropdown was intentionally concealed, and I consider it a deceptive business practice.Moreover, I would like to bring to your attention the website's overall lack of accessibility compliance with *** standards. Notably, the "made-to-order" dropdown is not compatible with screen readers, hindering accessibility for individuals with visual impairments. Additionally, there are issues with the video on the "contact us" page, making it challenging for those who rely on assistive technology to reach customer support.Furthermore, it has come to my attention that there is no readily available phone number to contact the company for immediate assistance (see contact page link below).********************************************************************************************************************************************* Despite negotiations, my 70% refund offer was denied, and the support ticket was closed. There is no readily available phone number for assistance.Attached is a screenshot from my MacBook Pro 16" in Safari, showing the obscured "made-to-order" dropdown Order Number:2309071773698367

      Business Response

      Date: 10/06/2023

      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: 10/06/2023

       
      Complaint: 20699628

      I am rejecting this response because: They are offering only an additional 30% of the value of the dress as ordered. Although I'm unsure at this time what it is additional on top off, the original offer, the 70% or the full refund. I have inquired as to what they meant by the additional 30%

      Sincerely,

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

      Business Response

      Date: 10/18/2023

      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:09/28/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company charged me a ridiculous amount for the quality that I got. The picture in the description in *****% different then what i received. They also said that thr quality is up to standard and will not give me a return even though I messaged them the day I got the sweater. The material feels like a burlap sac. The company offered me 3$ compensation for the sweater which I find insulting. Please look at the pictures below for what I was expecting to receive Vs what I actually received. All I'm looking for is to return the sweater that was falsely advertised. I must of sent 10nemails to the company which each email was dodged completely. Please note that the material is *****0 times worse then the pictures show, also the sticking was done by someone clearly not qualified.Thanks so muchnfor tour help, sorry for complaining so much, I would just like my money-back.

      Business Response

      Date: 09/28/2023

      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: 09/28/2023

      They are requesting a transaction number aswell as my email. Thanks so much for the help ******. I don't think you understand how poor the quality of this sweater is. I would just like a refund and confirmation that I can ship my sweater back to the warehouse. The sweater has not been touched or worn.

       

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

      AIR11509S270615

       

      Thanks for the refund I greatly appreciate it. I will not be accepting a 3$ compensation for this item. Simply a return/refund.

       

      Thanks so much for the assistance.

      Business Response

      Date: 10/24/2023

      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, 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:09/27/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      LightInTheBox.com Order #******** I purchased 3 pairs of pants described as linen. The pants that arrived are not linen but made of some synthetic material, and there are no labels attached to the pants with information in English (only Chinese) so I can't say what exactly. As their website marketed the pants as being linen, they have represented them falsely. I am trying to contact them but there is no email address or phone number listed on the website to get in-touch with them and resolve the issue.

      Business Response

      Date: 09/28/2023

      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:09/26/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Pics allow high light to appear as glass. I collect stained glass. Family story was appealing, but this came from **. The word "stained" used frequently, and metal generally holds glass together. Very misleading. Sent smaller base for my choice of 5 birds. Email address not as posted. Can't even use it. Won't buy from them again. Can't unsubscribe.

      Business Response

      Date: 09/27/2023

      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:09/13/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I I've tried to make a return online With absolutely no results.I have spent over 2 hours trying to talk to a person to help me And could not get in contact with anybody I wanna make a return And get my money back.I just found it impossible to do a return of their website.I Order the merchandise 8-31-23My invoice number is ****************

      Business Response

      Date: 09/14/2023

      Dear customer,

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

      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 offer a multiple ways to contact customer service.
      On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.


      For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:09/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for 4 short sleeve shirts with LightintheBox on 5/15/23. My order number is ****************. I tracked the package to find it was sent to the post office for delivery and then pick up from the post office shortly afterward. I never received a notice from the post office notifying me of their attempt to deliver the package. a few days later, the package was shown as returned to sender on the **** tracking page. After a month of waiting, I decided that this was a mistake and requested a refund. Lightinthebox's policy states I must supply them with a return tracking number. I didn't go to the post office to get the tracking number because, as a paying customer, that burden should belong to the retailer.

      Business Response

      Date: 09/04/2023

      Dear customer,

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

      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 offer a multiple ways to contact customer service.
      On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.


      For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

      Customer Answer

      Date: 09/04/2023

       
      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:08/31/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order #**************** Ordered 8/16/23.Paid $154.30 I reached out for an exchange and was told to take it to the tailor. The sleeve holes are too small and I can't zip it closed. The other 2 options is they will refund 30% of my money or a 40% off coupon. Not even an exchange. Now I want all of my money back and I'm stuck with an overpriced item I can't wear. I found the same outfit for $50 on another site. It took over 9 days to get here and it came internationally. This place is a scam.

      Business Response

      Date: 09/01/2023

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

    • Initial Complaint

      Date:08/30/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      just trying to return a pair of shoes from LightintheBox...can not get anywhere...have a order # from shipping vendor (attached) but no way to use it on LightintheBox website to began refund, they have no phone number, emails they send are worthless. It is spiral of no real information.

      Business Response

      Date: 08/31/2023

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

      Customer Answer

      Date: 09/07/2023

      this vendor responded and satisfactorily resolved the issue. Thank you.

    • Initial Complaint

      Date:08/28/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I place my order on 8/7/23 and Purchased two dresses for an event hoping they would work, and I would not have to return them. I checked the return policy before I made my purchase and it states seven days no reason return. it has been two days since the items were delivered and I contacted the company today to do a return. They are stating that my items are a custom order and are not returnable. I DID NOT give my measurements and place a custom order I ordered a standard size available on their website. I have attached their list of items that are not returnable, and my items do not fall into these categories. I see someone else also had a similar issue according to the BBB! There is also no phone number to be able to contact anyone to discuss the issue. No invoice in the bag or via email and no address to return items. I am happy to pay shipping to return the items. I feel like I have totally been scammed.!

      Business Response

      Date: 08/29/2023

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

    Light In The Box is NOT a BBB Accredited Business.

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

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    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.