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:06/01/2023

  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.

  Order Placed 05/14/2023 Lightinthebox Order ******** - TID ******** $280.70 Order was Delivered 05/30/2023 We ordered 12 items of both mens and womens clothing. NONE of items received were even close to what was advertised - color, style etc. They look nothing like photos on retailers website. We attempted to return. The return process is designed to be frustrating and difficult with repeated attempts to get me to accept the products with discount or partial refunds. Products are shipped from US location, but response states returns will have to be sent international to Asia which is very expensive as another means to deter returns and get customers to just accept the scam.We initiated the return process within hours of taking delivery. Its been several days and we still have not received any specific return instructions just emails or notices advising us to consider keeping vs. return due to expensive shipping costs and weeks it will take to process the return. If we select return for refund option, we keep getting message that they will get back to us - and have not...

  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: 06/11/2023

   
  Complaint: 20132693
  
  I am rejecting this response because:

  Estimates received to return of the product will cost an additional $70 to $100, which only furthers my damages incurred.  The vendor's offer is just an extension of their scam.  This can be verified by numerous claims filed on BBB's site just in the last 30 days.  Product is a scam, but so is their return process.  I demand a full refund to original payment method immediately, plus vendor provided shipping label to return.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/16/2023

  Dear BBB staff,

  Thank you for your time and attention.

  Please review information we have added.

  We did created ticket to solve the case as we promised, we offered full refund including return postage, however, buyer never responsed to us.

  Another staff of us consulited with buyer, he said he agreed to accept 70% refund, but at same time he disputed with PayPal for full amount of the order, we cannot process 70% refund with PayPal dispute open.

  We hope these can help you understand the case.

  If you need more information and assistance, please contact us.

  Kind regards,

  Slava,

  Lightinthebox.com

• Initial Complaint

  Date:06/01/2023

  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 purchased SKORTS which totaled $ ******. I have done everything to get my money refunded with absolutely no success. I cannot find any address to where I can return the items and I just get a runaround from their on line sight. I thought they were a reputable company. but, I was wrong. They are taking money from people and giving absolutely NOTHING IN RETURN.Companies like this should not be allowed to continue their scam. Anything you can do for me will be greatly appreciated. Thank You, *****************************

  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

  Light In The Box contacted me about my claim to you. The said they would return my full amount to me. I will keep you informed about this matter. Thank you for your help.

  Business Response

  Date: 06/08/2023

  Dearcustomer

  Thank you for your attention.

  Please kindly proof of full refund.

  If you need more infromation, please contact us.

  Kind regards,

  Slava,

  Lightinthebox.com

   

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  ***************************; I ACCEPT THE ****** THANK YOU SO MUCH BBB, YOU WERE A **** HELP.

• Initial Complaint

  Date:05/31/2023

  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 purchased two shirts from this company Light In the Box. When they arrived they were nothing like the images and product on the website. I have tried numerous times to get into my account with the seller and file a return through their website. It is impossible. They said my password didn't work so I reset it. When I reset it they said they had to send a code to my phone which never came no matter how many times I hit resend the code. It is impossible to log into their account and no matter what I try it does not work and they continue to send the same information. The seller wants me to send all kinds of financial information to them which I am not comfortable doing. I filed a complaint with Paypal to get a refund and only then did the seller contact me with instructions on how to return the items. They pushed for me to remove the complaint from Paypal and they would refund 30% of my order, That or I could pay out of my own pocket the return shipping to ***** and receive a full refund if it, "passes the quality check". I paid $55.62 for two shirts. Order ******** - TID ********. I would like them to refund me and for them to change their marketing of products to reflect the actual items they are selling correctly.

  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: 06/07/2023

   
  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:05/31/2023

  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.

  An order placed on May 15th arrived on May 30th. The product was not as displayed and was too large. The day I received requested aa return. The company twice asked if I would rather keep the article and receive a a discount on future items. I said that I wanted to return the product and I wanted my card refunded. They then asked that I send photos of the code and the actual outfit. I did that. I have not heard from them and feel that I they will not stand by their claim that a product will be refunded if returned within 7 days of receipt.

  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:05/31/2023

  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.

  Order number: ******** Date Ordered: 4-24-2023 Ordered Hat, Dress, Mens shorts & 2 mens shirts for a total of $82.36.The hat came in crushed, and the clothing did not fit and does not look like the photos online. I have contacted the company twice. They required me to measure the clothing and send them the measurements - which I did. After all of this I get no response. I want to return all items and be refunded. I have contacted the company, via e-mail, several times and get a generic reply.

  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: 06/14/2023

  I have not received the "ticket message" or any other correspondence from "Light in the Box" company after I received the e-mail below from them:
  
  MESSAGE FROM BUSINESS:
  
  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
  
  
  What do I need to do to get a refund?
  
  *********************

  Business Response

  Date: 06/20/2023

  Dear BBB staffs,

  Thank you for all your time and attention.

  We have fully refunded ***** USD back to buyer, which is amount he paid.

  If you need proof of the refund, please feel free to contact us.

  Sincerely,

  Slava,

  Lightinthebox.com

  Customer Answer

  Date: 06/23/2023

   
  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:05/30/2023

  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.

  The four tops I bought are 4 sizes to small. I ordered size 2x following your size chart which is grossly inaccurate. I want to return items and get a refund.

  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:05/27/2023

  Type:Sales and Advertising 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 have requested for this business to stop sending me emails in regards to sells I tried to call no answer I tried to email and I got a error message

  Business Response

  Date: 05/30/2023

  Dear customer,
  
  We have applied for cancelling your subscription, it will be finished in hours and there will be no promotional emails from us.
  
  We hope if you are satisfied with our solution.
  
  For more questions or need more help, please feel free to write to us, we will come back to you asap.
  
  Sincerely,
  Slava,
  Lightinthebox Customer Service
  
  

• Initial Complaint

  Date:05/24/2023

  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 am complaining about Lightinthe box.com. I ordered something from this website and have tried to return it. Their website keeps telling me to fill our a return or exchange form. Having done that (multiple times), nothing happens after that to say I can return the product or how to do so. I have also tried a couple of ways to send them a message on their website but never get a direct response. There is no direct customer support option available online or no phone number to contact. I am beyond frustrated that I cant find a way to contact this company and return the itemI purchased for a refund.

  Business Response

  Date: 05/26/2023

  Dear customer,
  
  This is Slava, 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
  Slava,
  Customer Service

  Customer Answer

  Date: 05/30/2023

  Re the complaint I filled about Lightinthebox.com, the business has asked for information from me in their response. Per their request, my email is ***************** and the order number is ********. Please forward this information to the business as I have no way to contact them.
  
  Thank you.
  
  *****************************
  

  
  

  Business Response

  Date: 06/06/2023

  Dear BBB staffs,

  Thank you for all your attention.

  Please review evidence we have provided.

  We got contacted with buyer, she accepted our offer to have 30% refund and keep the item.

  buyer disputed with PayPal, we send the offer there and she has aaccept.

  The third screenshot is refund proof.

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

  Sincerely,

  Lightinthebox.com

• Initial Complaint

  Date:05/24/2023

  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 an outfit for my grandsons wedding. When it arrived the top was too small and the bottom was too big. I have been trying to contact them for several days to return this without any luck. Im 77 yrs old and this item was $119 and I would like to return it and get my money back.

  Business Response

  Date: 05/26/2023

  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: 05/28/2023

   
  Complaint: 20098554
  
  I am rejecting this response because:
  The merchandise will not do me any good.  The top is too small and the bottom is too big.  I would appreciate my whole $119.00 back.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/02/2023

  Dear BBB staffs,

  Thank you for all your attention.

  We got in touch with the customer and she has accept partial refund to keep the item.

  Please refer to message history and proof of refund 72$.

  If there is any other information needed, please feel free to contact us.

  Sincerely,

  Slava,

  Lightinthebox.com

   

  Customer Answer

  Date: 06/14/2023

   
  

  On June 14th 2023, BBB received the following feedback from *********************** in response to Assumed Answered complaint closure survey:

  I did manage to get something me of my money back. I would liked to have it all but I will no better next time. Thank you for your assistance

• Initial Complaint

  Date:05/19/2023

  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 purchased three dresses to try for an upcoming wedding from Lightinthebox.com on 5/10/23. I was immediately charged for the dresses on the same day for a total of $364.23 which includes the product price and numerous shipping and handling fees. When ordered, it stated that processing is **** days and 3-5 days to ship. I inquired on 5/18/23 to see if the order had shipped and was told the package would ship on 5/24/23 and takes **** days to arrive. Far different than what was given to me at the time of purchase. When I tried to cancel the order on 5/18/23 because of the time delay I received an email on the following day on 5/19/23 stating that because this was a "Made to Order" dress I would only be able to receive 50% of the cost refunded. I was not aware this was a "Made to Order" dress, none of my measurements were given, I chose a size from their drop down menu. In the email it was pointed out that "Made to Order" was indeed on the order page. When I revisited the order page, it was barely visible. Well under the bright red "ADD TO CART" and in a light gray, tiny font. When proceeding to checkout there was no mention that this is a "Made to Order" and to check refund policy. In the email I received on 5/19/23 I am given three options to cancel. #1. 25% of product price as a reward (credit). #2. 15% refund or #3. cancel order and have 50% of product price deducted as handling fee. Since I am requesting cancellation far before any shipping has been processed, I am requesting 100% refund. This "Made to Order" is a sham and this company should not be able to conduct business in *****************.

  Customer Answer

  Date: 05/24/2023

  
  
  Good Morning. I filed a complaint against Light in the Box (Complaint # ********) for a full refund. BBB sent a letter to Light in the Box and I immediately rec'd an email from them on 5/19/23 that they would refund my credit card in full. I viewed my credit card statement and it is indeed credited in full. I thank you for your help resolving this matter. Please contact me if you need more information to close this case. Again, I appreciate your help. ******************************