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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

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Light In The Box has 2 locations, listed below.

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    Customer Complaints Summary

    • 438 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:03/21/2023

      Type:Product Issues
      Status:
      Unanswered
      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 transaction 03/07/23 The amount of purchase $100.87 When I set up this account I filled in all my information. The address I provided is the address on my ID I don't know how they came up with a ********* ** address. I would like my refund or my merchandise I refuse to pay $35 for their mistake.

    • Initial Complaint

      Date:03/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 an outfit and it doesn't fit. And they won't let me return it. No way to get a hold of customer service. Please help. This is the 2nd time of have done this with you

      Business Response

      Date: 03/21/2023

      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: 03/23/2023

       
      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:03/15/2023

      Type:Product Issues
      Status:
      Unanswered
      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# ******** Order Total: $379.59 Amount paid to return items to address provided in CN: $122.45 USD Return Item Tracking # CH174543660US On 11/16/2022 I requested a full refund for multiple items purchased from Lightinthebox. November 16, 2022, was also the same day I received the items and they responded by email providing the return authorization and return address. On 11/17/22 I shipped the items back and provided the tracking information. According to the return note they sent in the return instructions email, delivery takes 2 to 4 weeks. The tracking information for the return shipment showed it was in ********** on December 2, 2022. I followed up multiple times by email with the vendor and did not receive a response back from them. I also contacted the post office to request assistance and was informed that the shipment is pending ********** clearance and the ********** tried to get in contact with the merchant multiple times, but the merchant has not responded back to them. The *********** also tried to help resolve the issues but the customer has not responded. This is a very bad customer experience and a very bad way to treat customers. I alerted my credit card company about the merchants deliberate attempts to not respond to customers so they do not have to refund them. If this was done to me, it is something they are most likely doing to others and it needs to stop!

    • Initial Complaint

      Date:03/15/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      03/03/2023 ordered and paid for a dress with LightinTheBox.com, paid $48.20 for order #******** tracking number **********************. Still have not received my package and now being told that it take another week to possibly receive it. I needed the package by today 03/15/2023 which is the final date that it should have arrived. When trying to cancel my order through the company they disconnected me from the chat with customer service and now I am not able to speak to anyone from this company.

    • Initial Complaint

      Date:03/15/2023

      Type:Product Issues
      Status:
      Unanswered
      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 gown from their website in a size they offered, according to their size guide. When it arrived it was too big. Their own website return policy says I can return an item for any reason within seven days or receiving it. I attempted to return the item and they said it isn't eligible for return. After I complained on the BBB site once, they messaged me (through the site, I didn't get an email notification) saying the item was made to order and that's why it isn't returnable. "Because they value me as a customer" they are willing to offer me a half refund. They also asked me to revise my BBB comment.So, now they are lying saying I ordered a made-to-order gown which I absolutely did not. I am incensed that they are lying to get out of accepting a return and refunding me the price of the gown. This is unacceptable. Only a full refund of the $119.54 is an acceptable resolution for me. I will gladly return the dress to them.

    • Initial Complaint

      Date:03/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 on March 5 And dont even have an order number. My account was charged and its very hard to get with customer service and I tried multiple times .

      Customer Answer

      Date: 03/17/2023

      Problem has been resolved 

    • Initial Complaint

      Date:03/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 a sweatshirt for my grandson's birthday. Made of really cheesy fabric and colors were hideous, did not match the online picture. Lots of resistance to a return. I was finally asked to keep the item and given a 50% refund.

    • Initial Complaint

      Date:03/10/2023

      Type:Product Issues
      Status:
      Unanswered
      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 items from this company , the delivery time was fast. The garments are nothing like what was pictured. The description is for knitted ribbed sweater . What was delivered was a long sleeve T-shirt with a print design of the sweater in the picture. Colors completely off. The construction of the garment is not even a poor imitation , it is not close. I paid $51.98 for the 2 sweaters and the total purchase was $68.50 after shipping. Items received 3/8/2023 . Ordered and money taken out of bank account 3/02/2023. Link to the ad with full description and picture of item.*********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

    • Initial Complaint

      Date:03/08/2023

      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 want to return an item. I ordered a STANDARD SIZE DRESS. I did NOT have to put in measurements for a personal fitting dress. One of the items of choice for return is "TO RETURN A DRESS THAT IS STANDARD SZE." Which I chose. Then it goes on to tell me that this choice of dress (EVEN THOUGH IT IS STANDARD SIZE) still falls under the category of A PERSONAL FITTED DRESS IN WHICH I PUT IN ALL MY MEASUREMENTS, which I DID NOT! THEN THEY SAY THAT EVEN THOUGH YOU PURCHASED A STANDARD SIZE DRESS, IT STILL FALLS UNDER THE CATEGORY OF A PERSONAL FITTED DRESS AND IS MARKED THAT WAY ON THE DRESS I PURCHASED WHICH DID NOT INCLUDE MY HAVING TO PUT IN MY MEASUREMENTS, AND WHICH WOULD NEED EXTRA TIME TO MANUFACTURE!!!!!! So, therefore, I am unable to RETURN IT. They are trying to **** in the customer's money, using a FALSE MEANS of defining an item, placing the description of a PERSONALLY FITTED ORDERED DRESS (which needs your personal measurements to manufacture to your own specific measurements), in the same category as ordering a STANDARD SIZE dress which DOES NOT need extra time to manufacture because it is ALREADY MADE in STANDARD SIZES. They have a phone number, which does NOT GET ANSWERED, and to which you need to leave a message, AND THE VOICEMAIL BOX IS FULL!!!!!!! PLEASE COME TO MY RESCUE. I HAVE ONLY ONE MORE DAY TO RETURN IT. MOST COMPANIES GIVE YOU 30 DAYS! NOT THIS ONE! THEY WANT TO MAKE IT AS DIFFICULT AS THEY CAN FOR THEIR CUSTOMERS TO RETURN THEIR ITEMS.

      Business Response

      Date: 03/09/2023

      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:03/07/2023

      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 bought three dresses for the amount of $86.49 dresses were too small also the material use was shipped even I ordered the correct size , I requested a return slip there was no contact mail or phone number to call finally I rich them and they told me I can throw the dresses and I was going to get my money back read the info they send me.ID:26597300 Order Number: **************** View Order Details Order Date:July 21, 2022 Women's Dresses Best Sellers Men's Clothing My Orders ******************** Record My Inquiries Manage Reviews ******************* My Coupons (1)In-Stock Notices (0)Manage Address Book Account Settings (Email Unconfirmed)Email Subscriptions # ***** *************************** August 02, 2022 03:21 PM E ********************** E] ***** *************************** E ********************** Dear ***************************,August 03, 2022 12:32 PM August 03, 2022 01:12 PM August 06, 2022 12:39 PM We have received your cancellation request for order ****************. We will arrange a full refund for you immediately.The refund will be sent to your card which you used to pay for this order. It usually takes 1-3 working days to be processed by us. However,please kindly note because this is a transnational transaction, it will take a few more days for you to receive the refund, you may refer to the following link about the refund processing time: *************************************** Thank you for your understanding.Sincerely ****** **************** This ticket was closed on August 09, 2022 Light in thebox - My World Store Stock *********************** (****: LITB)

      Business Response

      Date: 03/08/2023

      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

    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.

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