Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:08/03/2023
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.
On November 28, 2022, I purchased 2 dresses from Light in the Box. The items I received were incredibly poor quality. I contacted them to return the items. I had researched their return policy in advance, and was aware that the return shipping would be at my own expense, and was told that the cost should only be between $10-$40 USD. However, the total return shipping cost amounted to almost $73 USD. I followed up multiple times over the next few months to check on the status of my return and never received a response. Finally, in July 2023 the package was returned to me marked as "refused" by recipient. I contacted Light in the Box about this, and was offered a 70% refund on the items. I told them that I expected a full refund given that I had attempted to return it per their instructions, and that I would also like to be refunded the cost of the shipping, as I had sent the items back to the return address provided to me and the package was rejected on their end. The company said that it was against their policy to refund shipping, that I was informed of this in advance, and denied having rejected the package. At this point I have asked multiple times to be put in touch with someone else about this issue, and that has not happened. I also still have yet to receive a refund for the items themselves. The Light in the Box representative has asked me for my PayPal information in order to refund me, even though I did not originally pay for these items via PayPal. I'm also very uncomfortable at the idea of giving them any account information given my experiences with them so far. At this point, I'm looking for them to give me a full refund for the cost of these 2 items back to my original form of payment, as well as a refund of the cost of the attempted return shipping. I've included copies of my receipts, my email exchanges with Light in the Box, and pictures of the returned package as supporting documentation.
Customer Answer
Date: 08/04/2023
Thank you so much for your assistance with this! I did want to let you know that I have since received reimbursement from the company for the 2 items that I ordered. However, I am still waiting for resolution with them on the matter of refunding the cost of the return shipping.
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 ********************
Initial Complaint
Date:07/31/2023
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.
Order two shirts never delivered something about Return to Sender I lost 54 dollars
Business Response
Date: 08/02/2023
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:07/31/2023
Type:Sales and Advertising 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.
To Whom It May ********* inadvertently created an account with the online website titled "Light in the Box". As I perused their website, I realized that their shipping rate was higher than the price of their products. I tried and tried to unsubscribe and delete my account, but got nowhere. Please advise. Sincerely,*********************************** ************ ********************
Business Response
Date: 08/01/2023
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
Customer Answer
Date: 08/06/2023
My e-mail address is ********************
Since I did not order anything from "Light in the Box", I do not have an order number. Please just unsubscribe me and eliminate my informatio from your records.
Business Response
Date: 08/09/2023
Dear customer,

We apologize for the 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 your email ID and we will remove it from our mailing list.

Regards
*****
LightInTheBox
Customer Answer
Date: 08/11/2023
I have tried and tried tonunsubscribe online, with no luck. Why do you think I contacted the Better Business Bureau?? I was desperate and could not get a satisfactory response from yiu. I DO NOT WANT ANY CONTACT WITH YOUR BUSINESS!
Business Response
Date: 08/24/2023
Dear customer,

Thank you for your message.

We have forwarded your request to close your account: ********************

It might take 2-3 Business days to reflect the changes.

Please do not worry, if you have any query, please do not hesitate to contact us.

Sincerely,
*****
LightInTheBox 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 satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:07/30/2023
Type:Delivery 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.
On 7-15-23, I purchased khaki colored slipcovers for our loveseat, order #********, in the amount of $101.97. I paid by credit card and I received my order 7-26-23. The slipcover is in individual sections and the RIGHT ARMREST SECTION will not even fit. Looks like they ran out of material and it does not even cover one-half of the armrest! We did manage to get the other sections on and they are ok. I have looked on the website for a contact number or customer service and can not find any way to take care of this problem. I do not want a refund, I would like a replacement for this one section. Can you please help? Thank you!!
Business Response
Date: 07/31/2023
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: 07/31/2023

Complaint: 20396939

I am rejecting this response because: 1.This company is requesting that I download their app and I do not feel comfortable doing that and 2. They are requesting I send a picture of the product but there is no way to get a photo to them I have already sent a picture of the product to BBB when I submitted my complaint

Sincerely,

*************************
Business Response
Date: 08/09/2023
Dear customer,

Thank you for your message.

We are very sorry about this misunderstanding, using the app offers certain usability advantages, however, the customer service can be reached simply by going to the website, customer are not required to download the app.

Considering your particular situation, we'd like to offer you a special solution:

A refund of USD 74.99 and you do not need to return the product to us.

Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

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

Sincerely
*****
Customer Service.
Customer Answer
Date: 08/11/2023

Complaint: 20396939

I am rejecting this response because:
At this point, I am simply tired of dealing with this company. As stated earlier, all I requested was ONE small section replaced. They NEVER offered that. Thank you BBB for trying! As of today, I am not pursuing this anymore and I am closing out my complaint. I will NEVER EVER deal with that company again!!!
Sincerely,

*************************
Initial Complaint
Date:07/26/2023
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.
My wife ordered two dresses on June 8 for an upcoming wedding two weeks before event. Lightinthebox.com said to allow 3-5 days for shipping, so we expected to get the items about 10 days from the order. They arrived on July 5! The dress that fit was poor quality and the nice one didn't fit (tho both ordered in the same size). We followed the company's emailed return instructions (except mailing the products, as youll see why), though they said a full refund was not guaranteed, and that only a partial refund on shipping cost would be reimbursed. At the post office, I discovered that shipping would cost us $70! The company has horrible customer service (no live chat, no phone, etc., and I've searched for hours to find a way to speak to a live representative). I'd happily send the dresses back for a full refund of the $67.71 PLUS the cost of shipping. They appear to know that most customers will give up, not follow through with the so-called refund process, and settle for the loss of money. Sad and unethical.
Business Response
Date: 07/27/2023
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:07/24/2023
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.
I purchased a dress. The dress did not fit. I was told it was a custom order. It wasnt. I purchased a size. I just want my money refunded.
Business Response
Date: 07/25/2023
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 ********************
Initial Complaint
Date:07/18/2023
Type:Service or Repair 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 two pair of shoes. They were made incorrectly. The left and the right shoe do not match. One toe opening is noticeably cut back further than the other. Glitter falls off the shoes and all over the place. I want to return them, but want them to pay for shipping. They are offering me a 30% refund, unless I pay for shipping.
Business Response
Date: 07/19/2023
Dear customer,

This is Slava, 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
Slava
Customer Service
Customer Answer
Date: 07/21/2023

Complaint: 20341710

I am rejecting this response because: I want a full refund for both pair of shoes, both terribly and incorrectly made. I am more than happy to return them. I am simply requesting if not demanding that the vendor pay for shipping.

Sincerely,

***********************
Business Response
Date: 08/04/2023
Dear customer,

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

We will try our best to provide our service to you and adequately handle this problem.

Considering your particular situation, we'd like to offer you a special solution:

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

Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

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

Sincerely
*****
Customer Service.
Customer Answer
Date: 08/12/2023

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:07/18/2023
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.
June 30 2023I purchased 2 dresses from Light in the Box. Issues are as follows Purchasedsize 16W (WIDE)-company argues that pieces were custom made/sizes for me. They cite an icon to indicate on the page where dresses are shown/advertised as custom made-no return wtc -this is hidden from general view and in no way clear or Id have never bought the dresses with no return option. Its deliberately unclear and minimalized Deliberately not obvious a Apparently this tactic has defrauded many who purchase from their site and receive poor fitting low quality and misrepresented merchandise. They refuse to exchange these dresses I feel I should get a refund and be able to return them based on the poor quality, lack of clarity in purchasing terms, very slow delivery and lack of ability to contact them. Its clearly a tactic on their part Poor quality items- do not reflect or look like the fabric in the pictures. Large seams, rough textured fabrics Company offers no customer services phone-box is always FULL I was sent an email today saying I cant return them but they will give a partial refund of $40-to spend on their site of course. Thats not a refund. And Ill never buy anything from them again. Ever. I appreciate any and all assistance.
Business Response
Date: 07/19/2023
Dear customer,

This is Slava, 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
Slava
Customer Service
Customer Answer
Date: 07/19/2023

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.

Sincerely,

*******************
Initial Complaint
Date:07/17/2023
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 2 shirts from the website. I wear a 3x for all shirts. I received them and they dont fit over my head. Way too small. I went on line and followed the instructions for a return. They now say I can keep the shirts and get a 50% coupon to their other stuff. I dont want that, I want my money back. The company has no phone number to call and complain.
Business Response
Date: 07/18/2023
Dear customer,

This is Slava, 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
Slava
Customer Service
Initial Complaint
Date:07/15/2023
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 bought a dress for my son wedding on 2023-06-29 15:44:06 and the Order Number:23062915******** they use in the email the Order Numbr: ******** for US $193.95. When the dress arrived the size didnt corresponded with the Size Chart in the web site and I read all the reviews for that specif dress that it was running small and I ordered on base of this two parameters. Also, the quality of the dress was awful and didnt corresponde with the picture online. I have been email back and forth with Customer Support everyday for 5 days in the road. They are doing the imposible for dont refund the money and they are looking for excuse that it was made for a trailor and I dont want it because "I dont like it" and the policy is do not refund. I never say that they dont want to help me and take the responsability for the item that they are offering. Now, they told me that I have to follow some steps to provide them the measurements of the dress and take measurements of each component with a tape measure, photograph the results, and clearly show them the precise measurements. This is an expensive dress with a wrong size, mediocre in quality and the worse customer service. I understand the importance of accuracy and quality control, it was not explicitly stated or mentioned during the ordering process that such measures would be required.I believe it is important to bring these matters to your attention so that improvements can be made for the benefit of both your customers and your organization. I really need my money back as soon as possible. Please try to solve my problem.
Business Response
Date: 07/18/2023
Dear customer,

This is Slava, 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
Slava
Customer Service

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This business has 1 alert

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Customer Complaints Summary

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Light In The Box is NOT a BBB Accredited Business.