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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:03/07/2023

      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.
      I ordered a pair of jeans, described on their site as denim pants, and shown in several pictures to obviously be jeans, and received what I can only describe as something made out of scuba fabric, that looked like someone had poorly hand-painted a similar design as advertised onto. They are clearly very cheaply and poorly handmade. Even the size was completely wrong. They have no phone number or any way to contact them, and they insist you send back the product to Asia at your expense, regardless of the fact that I am not simply dissatisfied, rather they have sent the entirely wrong item and not what I paid for or agreed to pay for. This shipping expense was $40, yet somehow the total order amount was around $30. They will then only give you credit to their awful store and not a refund. They are scammers to the definition, plain and simple.

      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 28343132 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

      Customer Answer

      Date: 03/16/2023

      Hello, the vendor Light in the Box has given me a full refund. 
      Please update the status on BBB. Thank you

    • Initial Complaint

      Date:03/04/2023

      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 purchased an item from this company and need to return it because of the wrong size. After realizing the size was incorrect I attempted to contact this company and found d there was no way. I am unable to make change because there is another name associated with my telephone number. I've never used this site before so it's unclear how this mix up happened. Because of this I'm unable to access the account. There is no one to assist in this matter because I cannot get past signing in. I'm unable to return item for refund because of this error.

      Business Response

      Date: 03/06/2023

      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:02/26/2023

      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 the 12th of February. The company claimed the product would be delivered within 5-7 business days after I placed the order. They sent an update on the 19th that it would not be delivered until the 26th of February. At this time I tried to contact the company to cancel the order but they have no options to contact any customer care. They only have 3 options pre picked options to send an automated message via email. I was not able to cancel my order, they claimed I could return once I received the package. I received the package on the 25th. They will not let allow me to return the item and get a refund even though it is in original packaging and has never been opened. They also have a ton of fake reviews that greatly mislead the quality of this company. Something should be done about that as well.

      Business Response

      Date: 02/27/2023

      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: 03/04/2023

       
      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:02/25/2023

      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 made a purchase for a doll that was pictured on the light in the box website and it turned out the doll they sent me looks absolutely nothing like the doll that they charged me $78.91 for its not even close and I dont even think they have possession of the dog because I said just send me the doll that I wanted and paid for and theyre saying they can send it send it back to ***** which is another $55 to send back for a doll that was not even what was ordered. I told them I could send the doll back to ************* address because Im disabled and I cannot afford to pay that kind of money back to ***** and they do have a ************* address but theyre saying they dont accept packages there and theyre not willing to help me do anything to get my money back I know I can get no help.

      Business Response

      Date: 02/27/2023

      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:02/25/2023

      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.
      I ordered clothes from light in the box, after waiting several weeks for my order to arrive I was very disappointed. Clothes did not have labels and looked as though they sewed by children,

      Business Response

      Date: 02/27/2023

      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 28272568 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

      Customer Answer

      Date: 02/27/2023

       
      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:02/23/2023

      Type:Product 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.
      My wife ordered clothing items for an upcoming event. Ordered on Feb 8,23 received Feb 21, 23. None of the items fit as normal sizes do. Initiated a return which they denied claiming items were custom made. Attempt was made by vendor for partial refund. When pushed they said it must be returned to ***** even when pkg said Jamaica **. Communication is all via chat representative ***** kept stating read policy. Told him to suspend shipping on the rest of the order and refund the credit the card used. I was told to just return it when it arrives. Repeated my request to refund my payment and was forced to submit a dispute with my card. Note that the card issuer had a phone number for vendor which was invalid

      Business Response

      Date: 02/24/2023

      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 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
      *****
      Customer Service

      Customer Answer

      Date: 02/24/2023

       
      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,

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

       

      order #******** email address ********************

      an acceptable solution is to provide a prepaid shipping label to a address in *****************

      In order to return items already received as the cost to return to ***** is close to $50

      Cancel the rest of the order which was not delivered 

      Refund the full purchase price of the order

       

    • Initial Complaint

      Date:02/21/2023

      Type:Sales and Advertising 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 placed an order on 1/30/23 for a towel bar. It was supposed to be delivered 2/4. By 2/16, I hadnt received the item or heard anything about it. I tried to get hold of customer service, but there is no phone number, and all emails bounce back. The only way to get in touch is through their app. Apparently I had created an account with them, but I have no idea what my password is, so I cant log in. I filled out the reset my password option several times but no email ever arrives (I checked spam and trash as well as regular mail). So, I have no way to contact them.I contested the charge via PayPal, and that apparently got their attention. They sent me an email saying the product has been shipped. The tracking function does not yield any results. And of course, emailing the address they provide as a contact only gets an auto reply directing me to their app that Im locked out of.Due to the tardiness of this order, I already bought a different item and installed it. I will want to return this if it arrives but basically cant, if I cant get into the app, and therefore cant submit a ticket or do anything else. The cost of the item was *****, plus ***** shipping

      Business Response

      Date: 02/23/2023

      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:02/21/2023

      Type:Product 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 purchased two coats on January 21, 2023 by using my debit card from my account. My bank was debited on January 23, 2023. With numerous attempts, I finally received the package on todays date of February 21, 2023. I will be returning this package to them as 1) both coats are too small, and 2) very cheap material. This is heads up, as I am expecting a delay in receiving my refund. Thank you.

      Business Response

      Date: 02/23/2023

      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: 02/23/2023

       
      Complaint: 19445834

      I am rejecting this response because:
       

      I tried to go under this route before contacting the BBB to find out how to send back the merchandise. I was unable to do so on numerous attempts. I would like the mailing address and shipping paid for the return. I waited a month for my merchandise which was completely unacceptable by size and material.

       


      Sincerely,

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

      Customer Answer

      Date: 02/28/2023

      To Whom It May ********************* be advised that this matter has been resolved with Light in the Box in an amicable matter and I have received my refund. 

      Thank you for your assistance in this matter. I just needed a push to get a response from them as I could never get hold of a live customer representative. 

      Thank you.

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

    • Initial Complaint

      Date:02/21/2023

      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.
      Ordered shoes for my wedding on 1/30. Credit card was charged approximately $60. Its is now 2/21 and I have no email confirmation or order number and no way of finding out the status

      Business Response

      Date: 02/22/2023

      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 28229408 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

      Customer Answer

      Date: 02/22/2023

       
      Complaint: 19442164

      I am rejecting this response because: I did finally received the product today. But I may want to return it and have no instructions

      Sincerely,

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

      Business Response

      Date: 03/06/2023

      Dear customer,

      Thank you for confirming the receipt of the package.

      We are sorry to hear that you are not satisfied with the product you have received.

      We will help you resolve the issue, but at the same time, we would like you to share pictures of the ***** depicting the exact issue.

      Rest assured that once the problem is confirmed caused by us, we will take full responsibility, arranging a refund or exchange procedure for you.

      Look forward to your message

      Sincerely
      *****
      Customer Service.

    • Initial Complaint

      Date:02/20/2023

      Type:Product 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.
      On July 21, 2022, I requested a refund for two clothing items that I purchased . The items were sent back and received, however I have not received my refund. I tried to contact the company but there is not a direct way of doing this on the website. I tried to click on the refund link they original sent me, but it no longer works.I was directed from the company to send back the items to *******, ***** and I spent ***** to return the items (order # ******** to return package)Ticket **************************************** Order Date:July 21, 2022 Total purchase: US $196.77 (suggest USD refund: 175.82)I am looking for assistance to regain my refund promised to me by the company.

      Business Response

      Date: 02/21/2023

      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: 02/21/2023

       
      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.

       

      The company emailed me and said they would issue a refund. Im hoping they will follow through and resolve this issue.


      Sincerely,

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

    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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