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:07/12/2023

  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.

  This company is falsely advertising their products on their website. None of the clothes I ordered look like the pictures on their website. The first dress I ordered shows the flowers moving down the dress with a different waist and different material. The dress I received does not look the same at the waist at all and the bottom doesn't flow like the dress on the website. The website says the dress is made of Chiffon but per the label on the dress, it is made of Cotton and Polyester. The second dress I order shows a blush dress that flows but I received a dark pink dress with material that is stiff and rough. The top part of the collar is discolored and the top part is way too small for a 2 XL size. The cover does not go with the dress because of the color difference. The cover is more blush and the dress is dark pink. The website said it is made of Chiffon but it is polyester. The third dress looks shiner and almost satin like on their website. The dress I received is dull colored compared to the website, the material is stiff and rough and the sleeves are shorter on the dress I received. The website says the dress is made of Chiffon but the dress is 100% polyester per the label. One of the reasons I ordered clothes from this company is because they had good reviews but I can't find my bad reviews anywhere. This leads me to believe they are only showing the mostly good reviews. If this company is misleading everyone into thinking their clothes are better than they are that is very wrong. I tried to do a return with them but doing so is very difficult. I sent the pictures they wanted and then they told me they weren't going to process the refund. This is after I did what they asked me to do. This all seems like a scam and they should not be allowed to do this.

  Business Response

  Date: 07/14/2023

  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: 07/17/2023

   
  Complaint: 20313631
  
  I am rejecting this response because: I have not received any email from the company.  I have checked my email three times including my junk emails.  They said on Friday they were going to respond and today is Monday.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/26/2023

  I got a hold of the company.  They refunded most of my money.  Therefore, I am now satisfied with their response.
  
  Thanks 
  

  
  

• Initial Complaint

  Date:07/11/2023

  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 attempted to return three items to a vendor as outlined on the vendors website in their return policy. In my attempt, I found that the options (button) described in the directions for returns were not available to me. I actually got a response that my items were made to order", which it was not per my receipt. I am attaching the receipt. As a result, I emailed customer service twice using the information on the vendor's website. However, I have not gotten a reply even after waiting 30 days. As a result, I attempted to go through PayPal to get the matter resolved. I sent them a copy of two emails that I sent to the vendor with no resolve. Im attaching the emails. ****** explained that they would not assist me in this matter. I am only receiving can responses through email. It is apparent that no one took the time to read the email or evidence as stated above. Their response is not in line with what I sent to them, which was proof that I contacted the vendor twice and screenshots of the options provided to me in the email. I am attaching the information regarding returns. The processor of my complaint did not follow through.

  Business Response

  Date: 07/13/2023

  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: 07/19/2023

   
  Complaint: 20307279
  
  I am rejecting this response because:  It offers no resolution.  I want my money refunded.  She is claiming via email that the items were made-to-order.   The pre-populated size is clearly noted on the invoice, which I provided.  Yet, she claims the items (3) were made-to-order when they (3) were not per their receipt.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2023

  Dear customer,
  
  Thank you for your message.
  
  Considering your particular situation, we'd like to offer you a special solution:
  
  A refund of 50% of the item price (****** USD) as an exception 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.

• Initial Complaint

  Date:07/08/2023

  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.

  I bought goods and when they arrived after many weeks they were poor quality, cheap material, incorrect size supplied, seams unfinished and unwearable cheap polyester. I hadn't realise it was a Chinese business pretending to be **.I returned them by registered post having advised the company I wanted a refund. They have received the goods but have refused to refund me. This has been a bad experience and I need some help and also prevent others ordering from this terrible business.

  Business Response

  Date: 07/10/2023

  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: 07/12/2023

  
  Ref: 56174169-39061 Hi, I told this company that I was contacting you, so this prompted them in refunded me. So in truth you have solved my problem. Thank you so much. Best wishes ****
  

  
  

• Initial Complaint

  Date:07/07/2023

  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 bought three dresses from this company for $180. All three dresses were nothing like the pictures on their site, so I decided to return two and make adjustments to the third. I reached out to return and the original response was an offer for a credit or a 30% refund. If I wanted a full refund, they asked for more pictures. I sent them the required pictures and they responded with a 50% credit or returning it on my own, provide them with a tracking number and once they receive it, they would refund the dress and shipping amounts. I didnt understand how more people did not say anything about the dresses as they all had good reviews. Then I noticed, that my 1 star reviews did not make it to the site, meaning that not only are their pictures lies, so are their reviews. As far as my order, one dress is pictured as a long maxi, but it barely goes to my calf and it has a gap in the chest area. Another dress is made of such cheap material that I would need to add additional straps to wear it. The last dress was not even a dress, it came as a pant suit with an ugly mesh piece instead of a deep plunge. They can have these ugly things, I just want my money back! My order number is ********.

  Business Response

  Date: 07/10/2023

  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: 07/11/2023

   
  Complaint: 20286435
  
  I am rejecting this response because: I have reached out to them multiple times and have had no resolution. At this point, I am just going to lose money. 
  
  Sincerely,
  
  Brigine *********************

  Business Response

  Date: 07/21/2023

  Dear BBB staffs,

  Thank you for your attention to this case.

  As screenshot of message between we and buyer shows, we got contacted with her, and the solution is refund on 10th July.

  The fact is not as buyer stated that she did not get our contact and no solution.

  We hope this is enough to help you understand the matters.

  If you need more evidence from us, please feel free to contact.

  Kind regards,

  Slava,

  Lightinthebox.com

• Initial Complaint

  Date:07/07/2023

  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 ordered 3 tops online. One didn't look like the picture, was $18. One didn't work, I could barely even get it over my head, it was too small and it was a medium. $22. One I love but I haven't worn any of the tops, they are still in the plastic bags because I am so upset. Plus, no instructions on how to take care of the tops, just the size. And no address or way to contact the company.

  Business Response

  Date: 07/10/2023

  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:07/06/2023

  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.

  On 2/19/2023, I ordered a dress for my son's wedding in ***** from Light in the Box. As you can see from the pictures, the dress I ordered was a beautiful bright color and the dress I received was very light and drab color, not at all what I ordered or expected. I contacted Light in the Box and have not heard back from them. I should be able to return a dress that is not representative of the dress advertised on their website. When they issue a refund, I would be happy to return the dress to them.

  Business Response

  Date: 07/07/2023

  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: 08/10/2023

  I have been back and forth with the company, Light in the Box, trying to get my refund.  I have finally received my refund and the issue has been resolved.

  Thank you for all your assistance in this matter.

   

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

  8/10/2023

   

• Initial Complaint

  Date:07/06/2023

  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 ordered a dress from this company, Lighinthebox. The said it would arrive in 2 weeks. Did not arrive in 3 week so I had to buy another dress and at 3 and a have weeks contacted my bank to dispute charge. At close to 4 weeks received a dress from them but it was not the dress I ordered. Attempted to get their telephone number for them but their web site would not give me a phone number to call because it was coming up I did not have an account with them and never ordered a dress from them. Went around in circles on their web site.

  Business Response

  Date: 07/07/2023

  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: 07/07/2023

   
  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:07/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 3 pant sets and received 6, incorrect sizes! Tried to reach customer service for return process instructions and unable to contact anyone as no customer service phone number or email. Tried to reset password to sign in as required, reset email blank! I would like to return the products and get a full return.

  Business Response

  Date: 07/06/2023

  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:06/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered clothing on 3/16/23 for $49.39. When the order arrived on 3/29/23 sizing was off and the quality was poor. I contacted the company and was told I would have to ship the order to an address in ***** that they provided. The original order was not shipped to me from ***** so Im not sure why I had to ship the return there. But I did that at a cost of $28.85 on 4/3/23 but have yet to have my **** credited. I am now out $78.24. I cannot contest the charge on my **** since its over 60 days. Can you please helpThank you

  Business Response

  Date: 07/03/2023

  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:06/29/2023

  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 placed an order with this company for two shirts on June 7, 2023. The package delivery dates were supposed to have been between June 18 to June 22. I have waited an extra week for the delivery of my package, but I have not received my package or any type of information from them regarding this package. I have also done everything possible to contact them, but I am not able to find an address, telephone number or e-mail address.Because I have not received my package, I am requesting that they refund the $37.82 that I paid them for my order back into my checking account. Thank you.

  Business Response

  Date: 06/30/2023

  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: 06/30/2023

  To: Better Business Bureau
  
  From: ***********************
  Case #: 20253719
  
  I want you to close the case regarding the complaint that I filed against Light In The Box. I received the items that I ordered from them. Thank you
  
  ***********************
  ****************** 
  Apt. 219
  ********************************
  **********************