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:04/24/2023

  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.

  11/29/22 ordered ruched column dress including shipping and handling $172.36. 12/6/22 received dress. 12/8/22 emailed company not correct dress and refund request. 12/8/22 they replied they were sorry the product received incorrect or different from photo, offered 50% coupon or 30% refund and to send photos. 12/8/22 I responded significant train and hanging piece much longer than expected and sent photos as requested. 12/10/22 they said was custom item and could give 60% bonus on next purchase or a 50% refund. !2/10/22 I responded ordered based on their size chart and was not custom item and I wanted refund.. I referred them to their specifications. 12/11/22 I explained dress sent flared in the back with a train and I ordered a floor length column dress and that I was deceived by their description. 12/11/22 they said it was a "bespoke" item and requested I keep the item and they would give me 60% of the product price. 12/13/22 I sent email stating I had no response. And that I was owed tax on the product and that I would contact my credit card company. 12/13/22 they sent me a return address in ******* ***** and said it would be $10 to $40 to return the product. At the post office they quoted $70 to return the dress. I did not mail it. I contacted *********** 12/13/22, 12/14/22, 12/29/22, 1/4/23, 2/2/23, 3/2/23, 3/10/23, 4/13/23. There was trouble receiving the link, it was not in my spam, they said they sent letters which I did not receive. At the end I changed email address, sent them the info requested and they said it was to late.. I am hoping you can get my refund. I kept getting an error when I tried to upload pics

  Business Response

  Date: 04/25/2023

  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: 04/25/2023

   
  Complaint: 19974391
  
  I am rejecting this response because: there is no mention of my refund in their response to you. Light in the Box sent an email to me saying they would refund $139.99 and to keep the dress. It  is the cost of the dress minus the taxes and shipping and handling. Although they are making a profit on the taxes, to settle this, I am willing to accept the $139.99 and not returning the dress but due to the failure of the company to be honorable I would like to see Light in the Box email this info to you before I accept. I checked my credit card, though probably to soon, the credit has not appeared.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/01/2023

  Dear customer,
  

  
  The refund will be credited to your original payment method.
  
  It might take **** BUSINESS days to reflect the amount back to your cards, depending upon your Bank.
  
  Here are the Refund details:
  
  Payment Method: STR_CC_IFRAME_CHANNEL
  Transaction ID: ***************************
  Amount: USD 139.99
  Transaction Time: 2023-04-26 14:23:17
  
  You can contact your bank with above details.
  
  Regards,
  *****
  LightInTheBox Customer service.

  Customer Answer

  Date: 05/01/2023

   
  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: 05/01/2023

  The credit has been applied to my credit card. I now accept the resolution to my issue. Thank you so much.

   

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

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

• Initial Complaint

  Date:04/22/2023

  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 made an online purchase utilizing measurement charts & specific photos provided on the merchant's website. I paid over $40 in shipping & handling fees & waited an extended period of time for the product to arrive. Upon receipt of pkg, it became apparent the info posted on this business' website was not only inaccurate, but fraudulent misrepresentation of what their clothing items look like, fit, as well as the overall fabric and quality we should be expecting vs. what we actual receive. It's clear they're using photos on their site that are NOT even remotely close to the actual product they're making & sending out to customers. The day I received my pkg, I reached out to express my dissatisfaction & desire to return the items for a refund (their site states this can be done, but must occur within 7 days). I've now gone back & forth for days (*multiple in-app exchanges) with no resolution in sight. They're beyond unreasonable & requesting I pack & send the merchandise to ASIA (*expecting me to also pay those additional shipping expenses), when it's been verified by **** that the label on my pkg was created in *********, **, the items were shipped out of ***********, **, & the label on my bag of items states their ******************* is in *************, ********- not to mention the BBB has their business address listed at: ***************************************************************. Without a doubt, there's something shady about LITB. I'm more than happy to return all merchandise received for a FULL refund of purchase price (even subtracting/losing the exorbitant fees they charged me in shipping & handling up front = $35+ additional $4.99 in what LITB titled ******************** that the **** also verified was never paid for/added to my original shipment placed out of **, **). I feel I'm being more than fair/reasonable & following protocol, but I've gotten nothing but the runaround, and now an extremely UNREASONABLE request for a resolution from LITB ***************** Plz HELP!

  Business Response

  Date: 04/24/2023

  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 28738062 for you. The ticket message will also be sent to your email related with LITB account.
  
  Sincerely,
  *****
  Customer Service

• Initial Complaint

  Date:04/21/2023

  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.

  We orderd a dress from the company but it was deleted from our orders and still charged our bank account

  Business Response

  Date: 04/24/2023

  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:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a shirt and it was delivered with a mis-print. I have tried contacting customer service and every time it says error,please try later.I know you guys typically offer the 10% or a credit when there is an issue, but I really want the correct version of this shirt. you sent me a misprint and the wings are not correct at all. the wings are going the wrong direction (up instead of down) and dont extend on to the front of the shirt. I would really like you to send me the correct version of this shirt. If that isn't possible, I would like a full refund of the amount paid back to my credit card as this is either a misprint or vastly different from the product image. I was really looking forward to this shirt the most out of all the items in my order and it is not correct

  Business Response

  Date: 04/19/2023

  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: 04/26/2023

  Can you please update this as resolved : the customer accepted the resolution.
  
  They refunded my purchase for the faulty shirt

• Initial Complaint

  Date:04/18/2023

  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 purchased a dress from this company online. I received the dress on monday april 10, 2023. The dress did not fit. Besides that it was akward in the breast area and color and style does not look good on me. Didn't look like the picture online. Looks cheap. **************** it did not fit. They are making it difficult and want to get measurements to custom make. I just want to send back for a refund. Unable to find proper address and phone number for this company which is shady to begin with. Could you find address to ship back to. The one address found on the packaging is ***************************************************************. Thank you for your attention to this matter.

  Business Response

  Date: 04/19/2023

  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:04/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two dresses at over $300 each. The same dress in two sizes. The dresses don't fit, the fabric is cheap and I want to return the items. They say it is not eligible for return because they are custom sized dresses which is ridiculous. They are running the clock on their 7 day return policy with ridiculous responses and they want me to take a credit or 40% refund. I am not going to be out hundreds of dollars because they will not stand by their product. I also told them that I am going out of town and need to have this wrapped up. This is fraud.

  Business Response

  Date: 04/19/2023

  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:04/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction2023-03-12 18:37:08 Invoice for 3 DressesUSD $310.62 What the business committed to provide me oAll return requests must be authorized by our customer service team before shipping to our returned address. oDays No Reason Return - Within 7 days of you receiving the product, if you wish to return it for personal reasons and the product is still in brand new condition, you may return it for a refund of the item price. You will be responsible for paying the return shipping fees. Please submit a Return or Exchange ticket within 7 days of the order being received. ?Delivered Time: 2023-04-03 ?****** Return Request 2023-04-03 Dispute oWhen I requested a refund on 2 of the 3 dresses, Lightinthebox.com stated that the dress I ordered was Made to Order even though I ordered a US size 4 and that they cannot refund these dresses unless the dress measurements are incorrect according to the size stated.o2023-04-03 17:17 ***** Hered Return Request Ticket ?I tried to match my measurements as closely as possible to the Light-in-the-box measurements but the dresses were bulky for my frame. Lightinthebox.com Resolution oLightinthebox.com will honor a refund if I take extensive measurements of the 2 dresses that I wish to return and they determine that the dresses are defective.Tracking Number: ********************** oOrder Number:**************** oOrder Date:2023-03-13 02:37:08 oShipping Method:USPS

  Business Response

  Date: 04/19/2023

  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: 04/20/2023

   
  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:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 bathing suits on March 29th 2023 for $59.23 I havent received them yet and its April 14th. I havent heard anything from Light in the Box on shipping or a tracking number. I think they have taken my money. There is also isnt any way of contacting them. I would appreciate any help you can give.

  Business Response

  Date: 04/19/2023

  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 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:04/12/2023

  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 two different times and product was not delivered. Company came up with an excuse that my address was wrong, but that was not the case as they delivered the third product correctly. Which was the first time. They claim they shipped it to a different state so basically they charged me and they ship me nothing. they now claim that they will not give me a refund. Now I can see all the horrible reviews of them ripping everyone off.

  Business Response

  Date: 04/19/2023

  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:04/11/2023

  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 three pairs of shorts one shirt said as soon as my payment was confirmed that they would email me a confirmation of payment order number for tracking April 7th place order money went through on April 8th April 19th 11th haven't heard a word from them no emails nothing send email no response. would like my money or my merchandise

  Business Response

  Date: 04/19/2023

  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 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?
  
  We are not able to find your order containing Shorts and Shirt, maybe you logged in with other email ID or any other account?
  
  Awaiting your response.
  
  Sincerely
  *****
  Customer Service