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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:08/28/2023

      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.
      On July 19th 2023, I have placed an order on line with "Minion TheBox" for 3 (three) men's polo shirts, for witch I paid with my debit card the amount of $70 and 33 cents. I still didn't receive my package even though in tracking page it is mentioned that the package have been delivered. I sent them at list 9 messages and now answer was given to me. I have asked for a refund and also didn't receive any words from them. I have noticed that for the delivery address there are two addresses: I have given then only one address that is ********************************************************************. I don't have any phone mu,ber to contact them. It's very frustrating. I hope that somme action will be taken. I thank you in advance for your help.

      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:08/25/2023

      Type:Customer Service 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.
      We paid $120.00 for a magnifying glass and so far have not received it plus they are now asking for an additional $27.00 to cover customs fees.

      Business Response

      Date: 08/28/2023

      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:08/24/2023

      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 ordered 3 dresses from Light In the Box on August 6, 2023. Total purchase came to $631.22. The invoice ID was ************************************************ and the transaction ID was *****************. The sizes that I ordered did not fit me well and I requested a return order on August 18. The company approved my order for two dresses (SKU:S69317670BAOK and S957724700002). One dress(SKU S744352400009), the company told me that it was made to order. Not custom sized but made at the time of the order. Light in the Box offered 3 options for that dress. Keep it and receive a 40% reward, keep it for a 20% refund or prove that the dress was not made in the correct size or alter it. I will admit that I missed the fine print about the made to order dress and was willing to accept the loss and take the 20% refund on the made to orderdress. The company sent me a refund for all 3 dresses ($115.46) on August 18. I emailed the company and told them about the misunderstanding and requested a return address so that I could send the two dresses that were approved for return back to the company for a refund. I tried the chat option and I was directed to an unrelated site. There is no phone number. The company has not responded to my inquiries about this issue. I lost $515.76 on items that I should have been able to return. This company has deceitful business practices and I am reporting this so that other buyers do not fall into the same trap as I did. I am also contacting PayPal and **** of America to report this company, the companies I used for this transaction. This company should be investigated for their business practices especially relating to returns and communication issues. *************************

      Business Response

      Date: 08/25/2023

      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: 08/26/2023

      Thank you for your quick response,  Light in the Box contacted me and told me they would refund $461.81 but I have to return the dresses to *****.  The cost of shipping to ***** is more than the refund.  That is not a reasonable option.  I have given up on this order and will never purchase from this company they are fraudulent and keep working the system until their customers give up ( as I have noted on other online complaints).  *************************

    • Initial Complaint

      Date:08/19/2023

      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 mailed items returning to light in the box. I followed all directions. I have not received my refund.

      Business Response

      Date: 08/21/2023

      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:08/19/2023

      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 have been trying to contact Light in the Box since the delivery of the purchase I made. I spent ****** on the purchased suit. The company that I purchased this from has not answered my emails or messages I have left. They have 7 day return policy which is today. Help!

      Business Response

      Date: 08/21/2023

      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:08/15/2023

      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.
      Transaction date: July 13/23 Amount: $257.00 When I received my tracking #, I couldn't sign in. It would not accept my password, re-setted it and still wouldn't accept it. My parcel arrived 2 weeks later and I need to return 3 items. I can't get retrieve any info on returns because they not accepting my password. No address, no phone number. I tried emailing but got sent back as maildemiom. ID# **************, ship# **************, Tracking# JY237M100008085295 Order# ********.

      Business Response

      Date: 08/17/2023

      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:08/15/2023

      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 returned the item over a month ago, I never received my refund The order number is ********

      Business Response

      Date: 08/16/2023

      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:08/12/2023

      Type:Delivery 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.
      Order number ****************. Order placed on 8-11-23. Ordered correct size, business makes no mention of the item being a "custom order" except for possibly fine print. Then when it arrives and is not anywhere close to al the size, they now say it is a custom order and they can't take it back. They want to offer 30% refund. To my mother. Who is elderly, probably just saw the large print at the top saying "EASY RETURNS" , and is on a very fixed income. I am not even sure why this company is allowed to continue business within the US. Their practices are baiting and unscrupulous. I am at a loss of what to do.Thank you ***********************

      Business Response

      Date: 08/14/2023

      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: 08/22/2023

      Dear BBB,

      Thank you for assistance. Light in the Box has returned the money and I have no further complaint against them 

      Thank you

      ****** Comsa 

    • Initial Complaint

      Date:08/09/2023

      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 placed an order on 8/4 and have been trying ti get in touch with to get a refund after finding reviews of the clothes. I paid $245.00. When i try reaching them it i keep ******* the email is undeliverable. Please help me! All the clotheses state they are still in processing so they have not been sent yet.

      Business Response

      Date: 08/11/2023

      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:08/04/2023

      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.
      Purchased two dresses and three "shawls" online on 7/17/2023. Received order on 7/30/2023. Sent request to return all items on 8/3/2023. ****** replied back denying request for all but one item on 8/3/2023. The return policy is very hard to find on their website, but it did not offer a chart of "non-refundable items" as the denial email offered. Instead the policy stated you can return your items within 7 days after receipt otherwise, you have 30 days to return any item that was already damaged upon receipt. The sizes are bogus. I ordered one size up from what I normally wear based on the size chart they offered. The dresses came in packaging with Asian scribbles on it below the English name, which verifies why the dresses fit so awkward. When I tried to return them, this is their response, ". . . please kindly note that this product couldn't be returned for customer's personal reason (eg: don't like it, bought wrong size, no longer needed, etc). Because this item belong to the 'Non-Returnable Items' in our Return Policy". Yes, please note the terrible grammar. Obviously, this policy is hidden because when I checked the Return Policy, there was no mention of "Returnable Items". I spent $400 and I was offered 20% off. I want a full refund, no less.

      Business Response

      Date: 08/07/2023

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

      Customer Answer

      Date: 08/09/2023

       
      Complaint: 20421610

      I am rejecting this response because:
      They are asking me to change my review. Just because they are offering me a partial refund does not take away the fact the garments fit funny even though I sized up and their customer service was terrible. If I change my review I would be lying and more people will be scammed. However, I would accept the offer if they agree to me giving 2 stars instead of 1 star with the explanation they offered a partial refund if I changed my review.
      Sincerely,

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

      Business Response

      Date: 08/22/2023

      Dear *****,

      We work for customer satisfaction and try our best to give pleasant experience to our customers, shopping on our store.

      We have offered a special solution to you for this issue.

      A refund of USD ****** and you do not need to return the product to us.

      We do not force our customers o change the review, they do it if they are satisficed with the service and resolution provided to them.

      Please let us know if the solution suits you.

      Awaiting your response.

      Sincerely
      *****
      Customer Service

      Customer Answer

      Date: 08/24/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is probably the best option I can expect from the business.

      Sincerely,

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

    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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