Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Light In The Box has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:06/13/2023

      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 ordered 3 crystal ***** lamps order# **************** I received an email stating it was delivered on my front porch, They never were delivered, I have cameras on my front deck date of transaction May 30, 2023 total $68.97, Ive tried numerous times to get into site with no success, I would like them or a refund, Something is definitely wrong with Light In The Box Thank You *************************

      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

    • Initial Complaint

      Date:06/08/2023

      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.
      Order Number: **************** Order Date: 2023-04-29 20:11:32 Shipping Method: Priority Line took more than 3 weeks to receive items The quality of the products are very poor. Since they are clothes their fit on the body is wrongly portrayed on the website. False advertisement to convince customers.Wanted to return the items, contacted customer service via website. They do not have contact phone numbers or emails...Eventhough the website is named lightinthehouse ****** they wanted me to send the items to *****. The amount for the total order was $84.85 but the shipment back to ***** costs $87.77.They are not fully compansating me. Their photos, marketing of products and the fact that the business is advertised as a ******** Business are all manipulative.I would like full compensation...

      Business Response

      Date: 06/09/2023

      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:06/08/2023

      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 purchased 3 dresses which didnt fit and I started a return immediately ( the day I received the package. They are offering a refund of only 20% of the total cost - over $300! This makes me sick - I need a full refund! I regret ever doing business with this company!

      Business Response

      Date: 06/08/2023

      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:06/07/2023

      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.
      i ordered 3 dresses 2 blouse April 4 ****** shipping charge ***** duty ins **** shipping ins **** never received got a lot of scam e-mails wanting my banking info order number ********* tld ******** i can't afford to throw ****** away please help the first order i ordered came right to the door now this i am very upset

      Business Response

      Date: 06/08/2023

      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 29263983 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:06/07/2023

      Type:Billing 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 placed an order on their website for $ ***** ( goods ***** + shipping ***** + shipping insurance **** + duty insurance ****) and used PayPal as my payment method. Unfortunately a few days after placing the order, I found unauthorized charges on my bank account for $ 406 in 6 separate transactions made by this company the same day. The company made only partial refund. I contacted PayPal and they dont have any records for any of the additional transactions besides the one charge for $ ***** and a refund for one unavailable item.I left a few messages on light in a box voicemail, I havent received any calls back.I am requesting a full refund and the remaining amount of money that has been charged to my bank account without my authorization. How you can take more than $ 400 from someone elses bank account instead of just $ 85???Doesnt that call crime?Thank you for all of your help.

      Business Response

      Date: 06/08/2023

      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: 06/08/2023

       
      Complaint: 20154013

      I am rejecting this response because: I have done that before reaching out to BBB. there is a written communication since May 31, 2023. I took their advice and contacted  the paypal, they dont have any records for  10 additional transactions. I also contacted my bank and have been told that that day (May 15th, 2023) light in the box charged my account in 6 transactions and partially made correction for the 6 transactions ( as per my bank statement). 

      Sincerely,

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

      Business Response

      Date: 06/15/2023

      Dear BBB staffs,

      Thank you for all your attention and time.

      Here is screenshot of all the transactions between ** and buyer on PayPal.

      There are only 2 transactions, 1 is the original payment and the other is partial refund we made.

      Total amount of the payment is ***** CAD.

      Hope this can help you check and deal with the complaint.

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

      Sincerely,

      Slava,

      Lightinthebox.com

    • Initial Complaint

      Date:06/06/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered 3 button down sweaters In May of this year , order # ****************, Items were delivered on 5/29 23. 2 of the 3 items on my list were correct, 1 wasn't. Instead of a green button down sweater I received a green banded shirt, I sent them an email stating that one of my items was incorrect. They wanted pictures and I gave them, then they wanted me to open the package to prove it was a banded collar shirt, I did, Their policy is if it is there mistake they pay for shipping and refund me the money they owe me. They keep stalling me and saying I have to pay to have them shipped back. The second order was for 4 summer shirts with pockets on the left chest, I ordered this either end of May or beginning of June 23, received on 6/6/23. None had pockets, I went thru the same problems as the first order, I told them I liked to of the shirts and decided to keep them because their policy was if you try it on they won't take it back. The company that is putting me thru hoops is from ***** which I did not realize. their address is as follows ************* ************************************************************************************ supply chain mght *** *** Gaobu town city ******** ***** phone *******************

      Business Response

      Date: 06/08/2023

      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:06/05/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      These clothes come from *****, so I waited a week to open it. (COVID19) Come to find out their refund policy is 7 days? Who ever heard of that? The colors were not the same as the picture.Nobody in their right mind would wear these colors.

      Business Response

      Date: 06/06/2023

      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:06/04/2023

      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 several items and reported a problem This is the messages I receive. Apparently this a lie from them as I'm not a Valued Customer. This a copy of the first message you sent.We are truly sorry to hear that the product you received is not as described or different from the photo shown on our product page. We understand that this may have caused you inconvenience, and we would like to assure you that we are committed to resolving this issue and providing you with 100% satisfaction service. Please note that we'll cover the return postage if we confirm the problem from the photos you upload. So we need your cooperation to provide us some information. Meanwhile, we understand that returning a product can be a hassle, and we would like to make the process as smooth and convenient as possible for you.This is next message from you: For the other items that you wish to return, as we do not provide return labels or slips for returns. However, you may send the order to our Asia warehouse via the cheapest tracking service available at your local post office. The postage cost ranges from $10-$40, and it takes 2-4 weeks for delivery.Oh my there is the lie. Your company is the most unprofessional business and you have total lack of customer service. I, for the second am requesting a full refund. I will accept nothing less. I have pictures that I need a way to send them as an attachment.

      Business Response

      Date: 06/06/2023

      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:06/04/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This was an order placed for three (3) shirts. The shirts arrived but where not the correct size. So, we issue a return request. Although the shirts were sent from a ** location, we were told that all returns would be the responsibility of the buyer; and the return address was in *****. After paying over $28 for the label, all three shirts were returned: **** Tracking # UA 106 650 735 **. Apparently, the item has now been received but the amount of the refund they say is NOT what we paid; and as such, I want every last ***** from what appears to be a bait-and-switch fraud play from Lightinthebox.com.We have all the correspondence if needed, though this is a fairly straightforward case: purchased an apparel item, item arrives incorrectly sized relative to what was ordered, item returned, seller playing games with providing a full refund (this after WE had to pay return shipping to friggin *****).

      Business Response

      Date: 06/06/2023

      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:06/02/2023

      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.
      Purchased two items from this company for about $75. Shipment of items was several weeks later than had been communicated on web site. Wanted to return items when received, but advised that one was custom made, and not returnable, although my measurements were not taken. Other item might cost as much as $50.00 to return, which is more than I had paid. No customer service available. Web site so poor that it took nearly an hour to reach my orders in an attempt to make a return.

      Business Response

      Date: 06/06/2023

      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: 06/06/2023

       
      Complaint: 20136714

      I am rejecting this response because:
      Company may wish me to return item, which may involve a shipping fee beyond the items worth. The company is located in *****, unbeknownst to me when I used this business. I want a refund.

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

      Business Response

      Date: 06/12/2023

      Dear BBB staff,


      We have noticed the rejaction and applied for full refund.


      We wull send the proof later as soon as it is processed.


      Please contact us whenever you need more information.


      Kind regards,


      Slava,


      Lightinthebox.com

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

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

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

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