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:04/09/2023

  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.

  On October 17, 2022, I purchased two of the same costume from Light In The Box due to the confusing size chart for a total of $142.18, thinking to return whichever did not fit. The order number was ********. Upon receiving the items, it became clear that neither costume would be a comfortable fit, despite spending a long time obtaining measurements and comparing to the site's size chart, so I got in contact with customer service and filed a ticket for return, resulting in ticket number ********. I was advised in order to receive a refund I would have to ship the items internationally and that return shipping would not be covered, but if I were to use the cheapest international shipping option with tracking I would receive half the cost of shipping as a coupon. On November 4, 2022, I shipped the items via **** with tracking number LH182383695US for $61.15. I was told returns may take up to 30 business days to process. As it has been well over 100 business days since the return initiated with no additional contact from the company. I would like to receive both the price of the items and my cost for shipping, as I have no desire to shop here again, no matter what coupons are offered, for a total of $203.33 to be returned to the original payment method as soon as possible.

  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

• Initial Complaint

  Date:04/08/2023

  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 shirts that are way too large although I used the seller's suggested sizing. Am unable to return the items for a full refund because I can't get a refund form from the company. After a very long time with a customer service representative trying to get me a form she finally told me they had left out a part my my email address.After giving her the *** number she was able to retrieve the order and said they would send me a refund form. I never received it. They may be sending it to the wrong email they have on file.Am asking for a full refund of these two items.

  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

• Initial Complaint

  Date:04/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ordered 2 dresses. didn't fit mailed them back to address they provided. was returned unable to deliver

  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: 04/27/2023

  I can't find whatever acct the the person from light in the box is talking about. also can't respond to the reply. no email etc. could you forward my email address to them and have them send ticket number to my account ? almost a yr now trying to settle this. so frustrating. 
  
  thank you
  
  *******************
  
  ******************* 

  Business Response

  Date: 05/03/2023

  Dear *******************,
  
  Thank you for your message.
  
  Can you please confirm if the return package was delivered back to you.
  
  Awaiting your response.
  
  Regards,
  *****
  LITB

• Initial Complaint

  Date:04/05/2023

  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 2 mens size large shirts from this online company Light in the Box on March 24 2023. On April 4 2023 I received 2 shirts but only one was what I ordered. The other was an Extra Large and the "Animal" character was on the back of the Tshirt instead of the front as was pictured when I ordered it. I tried to contact them through their website but it's extremely difficult to navigate to let them know they sent me the wrong size and what looks like a mistake of putting the design on the back of the shirt instead of the front. I spent several hours of my time to try to fill out their online form to exchange it for the correct item but it's useless. I would never order from this company again and sorry I did this time! The shirts are not very good quality either. I'm not sure they will survive a washing. All in all my experience with Light In The Box was a huge problem that I will just cut my losses and not deal with them anymore! If anyone is thinking of ordering from them I would say "DON'T" I guess I was lucky to have received anything at all for my $40+ I was ***** of ordering from them and should have trusted my gut feeling and not wasted my time or money! Anyways it is what it is! Got scammed again. ??

  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: 04/21/2023

   
  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:04/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order a dress from this company and it is too small and I paid over ***** for the dress and all they want to give me is ***** back

  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: 04/19/2023

   
  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:04/03/2023

  Type:Order 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.

  Need to return jacket. Ordered in March 2023. Paid $47.00. Can't reach customer service. No phone no listed. No mailing address. ****** doesn't fit him. Need to return. Please let me know where to return jacket.

  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:03/31/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time I have ordered from this company and it will be the LAST time. First - I have an account that I am unable to sign in to. It states my password is incorrect, however, it does not allow me to change my password! The customer service phone number states mail box is full. I cannot email them because I need to do so through my account which is not working. I place an order (#No.2303140966075026) over a month ago and still have not received it. I did receive a tracking number - however when I try to trace it - DHL states this is an invalid tracking number! Please help - I no longer want these items, I just want to be refunded. I will NEVER do business with this company again.Thank you for your help.

  Customer Answer

  Date: 04/06/2023

  I received an order from Light in the Box yesterday - however, I wanted this order cancelled. I am requesting your help in getting my refund back on my credit card. I am unable to get in touch with anyone by phone or by email at this company. Please help me find out how to return the items they sent.

   

  Thank you.

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress on 3/20/23. I decided on a different dress on 3/28/23. I canceled my order with LITB. It had not shipped yet. They sent me a message that said I ordered a Made to Order dress which is a LIE. I ORDERED A STANDARD SIZE. I never gave them ANY specific information about my measurements I just used their chart and picked the STANDARD SIZE from it. Now they are saying I have to pay a 50% PENALTY to get a refund. I fully intend to get all of my money back. This is fraudulent so buyer beware. Pretty dresses but not worth the hassle of horrible customer service!!

  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: 04/19/2023

   
  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. The company refunded my money. They said they do not make any dress until it is ordered so ALL dresses are Made to Order. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/28/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, March 24th 2023, I made an online purchase of four clothing items from the site: Light in the Box; this is the first time I have purchased from this site. The total for my purchases was $49.00US. Upon looking for an email confirmation, I found none. Logging back into the site, I find a message that says "I have NO orders". I have checked the activity on credit card, and Light in the Box happily charged my MasterCard - but they have "no order" for me. ???? What has happened? Why? Have I been scammed? Should I dispute the charge with my credit service and/or cancel that card all together? I have sent FIVE messages to Light in the Box (via "Support" on their site) regarding this but have not been given any response. I cannot find an 800 number to call & complain directly. I want confirmation that I will receive my clothing OR my money back. I never shop on line and this experience substantiates why. I appreciate any assistance you can offer. My email: ********************** ********* ** *****

• Initial Complaint

  Date:03/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Two weeks ago I ordered four shirts extra extra large and when they came they were small. I asked for a return and they said sure you can do that if you want to spend 20 to $30 or you can get a refund of 10%. This is wrong. I want my full amount back because they made a mistake or the country they're getting from doesn't know American sizes.