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.
76 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:06/28/2023
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 Dress 5-13-2023. Received dress and returned within 7 days.Was dissatisfied with quality and fit. Placed "No Reason Retun" request as per published return policies posted by this company; which allows for 7-day "No reason" returns. Company has refused to honor return request.
Business Response
Date: 06/29/2023
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: 06/30/2023

Complaint: 20250951

I am rejecting this response because:
Order Number is 2305132068926741. You have been communicating with me "on-line" through the log-in portal. Your last offer of 70% refund (received yesterday) for a "No Reason, Return" fails to meet your own published policy, which offers "refund of the item price."

Sincerely,

***********************
Business Response
Date: 07/13/2023
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:06/28/2023
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 placed an order in March with Light in the Box. My credit card was charged but I never received my order. I emailed and got no where. they told me that once the order leaves their company, its no longer their problem. They did nothing to resolve the issue. I called the post office and they had no record of this and again, offered no viable solutions. This was a dress for my daughters wedding so I got preoccupied with other things and dropped the issue. A few days ago i got a message from my neighbor who asked if i was missing an order. i contacted her and she said it was delivered to her but she sent it back to the company. 3 packages. I have NO WAY to get a hold of this company. i cant change my password, and the chat sessions seem like they want me to get transferred to IT ***** I am so frustrated with the business dealings of this company., is there anything I can do?
Business Response
Date: 06/29/2023
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 ********************
Customer Answer
Date: 06/30/2023

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:06/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am requesting refund of $302.22 from Light in the box order number ********. I went online and followed their return process only to receive a return email saying the items were not returns le because my reasons of too small, too long were not acceptable. I then called numerous times to their number , which was difficult to find, only to get a voice mail saying mailbox was full. I left my sms messages, my phone no and have received no response.
Business Response
Date: 06/28/2023
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: 06/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Customer Answer
Date: 06/29/2023
I am attaching the latest email from Light in the Box. Their process is very complex and includes refund to Pay Pal. I do not have an account with PayPal. Should I file another complaint?
2023-06-28 20:12 NEW REPLY
Dear *************************,

Thank you for telling us your decision.

Sorry that we don't have the return label, please return it to our Asia warehouse by the cheapest tracking service in the post office. Usually, the postage costs $10-$40, and it takes 2-4 weeks for delivery. The refund USD 309.23 will be issued once we receive it and pass the quality check.

Please check the return instruction below.
1. [REQUIRED] Please write down the Order #: ******** on the paper and include it with the package. Also, once you ship it out, please fill in the Return Package Information (eg. Tracking Number) on the "order detail" page, so that we can identify your package more efficiently and correctly. You can visit the page here: Order Detail

2. Because we don't have the return label service, please use the cheapest tracking service of the POST OFFICE to return the parcel to *****, and **** it as "Returned Goods" (Sample: *************************************** ) to avoid it being destroyed by the *************** Also, we're UNABLE TO accept packages from the Express like DHL ******************** etc.

3. If you would like to use the original package to return, please REMOVE the original labels to avoid misunderstanding by the custom/carrier.

4. Please kindly remember to keep invoice from courier after returning the items. We will refer to tracking number on it and refund amount of postage. Besides, please kindly tell us your information of PayPal account so we can credit there. You can also have your family or friend receive the refund on behalf of you.

4.Return Address
Name: TianGuiChuan
Address: 3rd Floor, ********************************** (Old Industrial Area)
***************************************************br>City: ************************************************
Phone: **************** (******* Only)

[REQUIRED]: Once you ship it out, please fill in the Return Package Information on the "order detail" page , you can visit it here: Order Detail

We appreciate your cooperation and support.

Sincerely,
Slava
Customer Service

Business Response
Date: 06/30/2023
Dear BBB staffs,
Thank you for all your time and attention.
As message history shows, buyer has accepted our solution to return all the items for full refund.
Because buyer used a credit card to pay for the order, we asked PayPal information to refund postage because amount we need to refund is larger than original transaction.
All the information we need and our return address was added with the instruction.
If you need more information or supprot, please feel free to let us know.
Kind reagrds,
Slava,
Lightinthebox.com
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:06/23/2023
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.
It took 2 weeks to receive the items, and they are incredibly shabby, and as you can see from the screenshot of the message I received, they will not provide the return label as promised, also requiring shipping to ***** with tracking, rather than to their corp office in the ***. Requesting full refund of 53.70-10.00 coupon = $43.70
Business Response
Date: 06/27/2023
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:06/21/2023
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 and paid for (via paypal) clothing items on 6/05/2023. Still waiting for status update or shipping information.
Business Response
Date: 06/23/2023
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:06/16/2023
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.
It was not very clear what items were made to order, nor was the processing time. It is on the checkout page now that I look for it, but the page is so busy, it's easy to miss. And there is no mention of processing time at checkout. I ordered two dresses for an event on June 27th, thinking I would return the one I liked least, or both if necessary. I read the return policy, and saw that dresses were returnable for a refund. I placed this order 2 days ago, and tried to cancel it yesterday. I doubt anyone has even started on the dress yet, so I don't see why I couldn't cancel yesterday or today for a full refund. But why want to only give up to 50% of a refund! And reading the reviews on here, apparently these clothes are poor quality and poorly made. I spent over $300, and feel like I got totally duped. I tried finding information for customer service, but it sends you in a loop and doesn't let you do anything but send a complaint to a supervisor, which the reviews are saying on here are essentially ignored. If there was a phone number I should have been able to call yesterday and today, and catch it before it even got started. Especially since a lot of these 'catches' weren't obvious or very clear. And even so, if customer service was actually available, I should be able to catch it before wasting anyone's time, or my money. I would like a full refund as I am doing everything possible starting yesterday and today to cancel this order.
Business Response
Date: 06/20/2023
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:06/15/2023
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 my first bra from light in the box. I checked the size chart before purchasing. What I got was way too small to be xl. The chart may be wrong!! I have added a picture of it compared to an xl t shirt.
Business Response
Date: 06/16/2023
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: 06/21/2023

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:06/15/2023
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 three mother of the bride dresses from Light in the box on 5/26/2023 for a total purchase of $493.35. My order number was #********. I ordered the dresses from their size chart, not custom sizing. Upon arrival, the dresses were sized disproportionately with the bust and waist being much smaller than what they should have been. I contacted the company and they replied that the dresses were "made to order" and could not be returned, despite the fact that I sent them pictures of the dresses with measurements that I took, which they said they required. When I ordered the dresses, they said they were returnable within 7 days. On 6/15/2023 (within the 7 day returnable time frame) they sent me an email saying that my request with ticket ID ******** was replied on our end and it will be automatically closed. When I tried to reply to the ticket, their website would not allow me to sign in to my account. Also, the quality of material and construction of the dresses were poor. I would gladly return these dresses. I just want my money reimbursed for misadvertised products.
Business Response
Date: 06/16/2023
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:06/14/2023
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.
First of all I order a dress for a wedding at LITB in June of this year the next day the payment was already made from my bank account after not seeing a confirmation I tried to contact them they told me the will send me I didn't receive it then 3 days after I hot an email saying it as shipped ,after I receive it it wasn't a stretched material as they described so it was too small I would like to return for a bigger size they keep on sending email that I can't reply stating to go in my account which I try to get in without succeed the dress I order with tax and shipping is $135,I can't just give away so much money please help me.
Business Response
Date: 06/16/2023
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: 06/19/2023

Complaint: 20187351

I am rejecting this response because:
I cannot go in the details for the order. I am not able to see my order on the website and the order date is from ****. I believe this is a fake website.

Sincerely,

***********************
Business Response
Date: 06/23/2023
Dear BBB staffs,
Thank you for your time and attention.
We will fully refund the whole order to end the complaint.
If you need more information, please contact us.
Kind regards,
Slava,
Lightinthebox.com
Customer Answer
Date: 06/29/2023

Thank you for helping me to resolve my problem with LITB. I have received the refund for the dress and have returned the package.
Initial Complaint
Date:06/13/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a western shirt with snaps and received a shirt with buttons and too small. I notified the company and they wanted me to show pics of the product on how it didn't meet my expectations. Which I did and they said they would provide return instructions and a refund to my credit card. But instead I received another email saying that I would be given a credit to apply to another purchase and that I can keep the undersized wrong product I received. I texted them that was unacceptable and they instructed me to go to the website to "My Returns" where I would fine my refund at which time I could "withdraw" the funds and apply them to my credit card. So, I went to the site and found in my account $.031, instead of $30.11 which it should be, and got no further reply from the company. All I want is my 30bucks reapply to my credit card. This company's products are cheap and so is the way they do business.
Business Response
Date: 06/14/2023
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: 06/14/2023

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,

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

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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.