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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

    • 441 total complaints in the last 3 years.
    • 74 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:06/09/2025

      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 am simply trying to find an address so I can return two shirts bought over the Internet from Light in the Box and found it impossible to find an address unless I go on the Internet, download an app and then try reading a QR code. A bit much for a 93 year old guy. Impossibility to an access an address.

      Business Response

      Date: 06/10/2025

      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:06/09/2025

      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.
      I ordered an item on April 14th. On April 18th, I received an email that it had shipped - estimated delivery on April 29th. On April 22nd, I got an email saying it had been delivered. I never received it. The picture they showed me as proof of delivery was taken from the street/van, showing my front porch but I cannot see the item. I've repeatedly asked them for a refund - have taken all the steps they've asked me to take, checked with the delivery service. At this point, I just want my money back. Here'e the tracking link they provided - in one of the links, you can see the picture. My zip code is *****:********************************************************

      Business Response

      Date: 06/10/2025

      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:06/07/2025

      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.
      Online purchase made 4/28/2025. Initially the tracking after 20 days indicated that the item was delivered. It was not. Currently I have emails from a company representative saying they know the package has not been delivered and they are working on tracking it. I have asked to cancel the order and to get a full refund. I have no promise that it will happen. No one should order from this company!

      Business Response

      Date: 06/09/2025

      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: 06/09/2025

       
      Complaint: 23438019

      I am rejecting this response because:
      the company is asking me to wait until the package is delivered to process a refund. Because the company cannot identify where the package is, I have no confidence that it will ever be delivered. In the meantime, they are holding my money. I have already replaced the item by purchasing it elsewhere. 

      Sincerely,

      ***** ******

      Business Response

      Date: 06/17/2025

      Dear *****,

      Thank you for your message.

      We again apologize for the issue.

      We have received feedback from the logistics provider: "This is an order that has not been released at this stage due to the congestion of *** customs supervision warehouse, and the terminal bill number cannot be obtained temporarily."

      We have no control over the Customs issues.

      But, since we value you as our customer, we are willing to offer you a refund of USD ***** and when the package arrives later, you can reject the delivery.
      Or if you want to keep the package, please accept the delivery and contact us, and we will arrange a repayment link for you.

      Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

      Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

      Please inform us your decision and look forward to your reply. Have a nice day.

      Sincerely
      *****
      Customer Service.

    • Initial Complaint

      Date:06/05/2025

      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.
      Received item 6/4/24 poor quality. Reached out to their customer support only to get message back trying to provide a discount on other items or a 50% refund. Absolutely not accepting anything less then a full refund. Have not had any further response.

      Business Response

      Date: 06/09/2025

      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:06/04/2025

      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.
      Ordered a dress online from Lightinthebox and it is a cheap piece of junk, not at all as pictured on their website. I believe they are turning these out by the millions in ***** somewhere, and they leave no room for anyone to leave a review or any kind of contact information. total scam. Not interested in a refund because I just want to spread the word. There is no place online to tell people this is a scam. No place for comments.

      Business Response

      Date: 06/05/2025

      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: 06/11/2025

       
      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:06/03/2025

      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.
      Paid for item & no delivery of item. Impossible to contact seller

      Business Response

      Date: 06/04/2025

      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:06/02/2025

      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.
      We placed an order for a pair of baggy pants and white dress. The pants they delivered were wrong and the dress was covered in stains. The dress is still in the bag because we could see the stains through the plastic. The pants were the wrong style, they even went into their system and changed the order to reflect the pants they delivered, however I still have the email detailing the correct pants. I have emailed them 4 time and sent the images 4 times and they still wont help me or facilitate a return for a full refund. They want to give me store credit and only provide a 30% refund. I want a full refund and them to send information so I can return the wrong pants and dirty dress.

      Business Response

      Date: 06/03/2025

      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: 06/03/2025

       
      Complaint: 23406157

      I am rejecting this response because:

      Per the attached email, they refuse responsibility for the wrong pants and they want us to keep the items, one of which is damaged and has no use. They only refunded a partial payment. The items are wrong and damaged and I want them gone and I want our money back, the FULL amount.

      Sincerely,

      Raynaud ******

      Business Response

      Date: 06/10/2025

      Dear Raynaud,

      This is *****, supervisor of customer service, ********************.
      Thank you for leaving a comment with us. Your advice is very essential for us to improve quality issue and service level.

      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 noted that you are not satisfied with this shopping, we will try our best to provide our service to you and adequately handle this problem.

      Considering your particular situation, we'd like to offer you a special solution:

      A refund USD ***** and you do not need to return the product to us.

      Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

      Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

      Please inform us your decision and look forward to your reply. Have a nice day.

      Sincerely
      *****
      Customer Service.

      Customer Answer

      Date: 06/10/2025

       
      Complaint: 23406157

      I am rejecting this response because: the order total was $55.32. Youre not offering the full refund and return. I want the full refund and return and will be taking legal action if this is not resolved. This has taken too many weeks, been back and forth with customer service without help. Your site says you pride yourself in customer service but you refuse to provide the correct product ordered, clean and unused products, and refuse to provide returns and refunds despite what your site states. I want the full refund and will return the items in the exact condition in which they were delivered. Do not offer a partial refund again, treat me with the dignity of a customer you actually care about or expect to hear from my attorney.

      Sincerely,

      Raynaud ******

      Business Response

      Date: 06/19/2025

      Dear Raynaud,

      Thank you for your message.

      Since we value you as our customer, we are willing to offer you a refund of 49.83 USD (shipping fee and insurance are non refundable) and you do not have to return the items back to us- if you'd like, please feel free to keep it as a gift from us or give it to someone in need.

      If you are satisfied with my service, please help me modify my review to 5 stars. 

      You can mention in the review that ***** helped me solve the problem, so that other customers can see your review and know that they can come to me to solve the problem. 
      And if the review is modified, I will also note that the customer has modified the review when applying for a special refund, so that the refund will be approved more quickly. I hope that you modify the rating based on your satisfaction with my service.

      Awaiting your response.

      Sincerely
      *****
      Customer Service

      Customer Answer

      Date: 06/19/2025

       
      Complaint: 23406157

      I am rejecting this response because: I want to return the items and I have not been given any instructions on how to return them. I want a full refund and the items returned. Please help me return these items.

      Sincerely,

      Raynaud ******

    • Initial Complaint

      Date:05/26/2025

      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 purchased 2 pairs of shoes from this online vendor. They arrived, however they were not as described on their website. The shoes were not wearable. They had no bend and it was like trying to walk with a piece of wood strapped to one's foot. They smelled awful. The color did not match the website picture, nor did the quality.I requested a refund. Their website says the have a US based returns address, but they offered a credit towards another of their awful items. I refused. They then offered a partial credit or I could return it to ***** at more expense than the purchase. They offered me $62.77 (the original total cost was $89.09). I accepted the amount and then the changed it to $39.58 (saying it was a mistake). I have reported them to my credit card company.This company is committing fraud by not accurately describing their items, sending unusable items, changing their return policy (the address for returns) and offering partial refunds and then reneging that offer.

      Business Response

      Date: 05/27/2025

      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:05/23/2025

      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.
      On 4-27-2025 I order a dress from Light in the Box. There was an option to put in custom measurements, but I chose a standard size so it would be returnable. The dress arrived on 5-13-25. I was very disappointed in the dress. It was poorly made with no lining in the skirt, a wide gapping slit, the pleats did not lay well causing the skirt to stick way out. I contacted the company on 5-14-25 asking to return the dress for a refund. They replied that the dress was made to order and could not be returned. They offered a 20% refund. They say the ad had a made to order logo on it, but I thought that was for the custom size and a standard size would be returnable. There was no warning that it was a final sale when I placed the order. I explained the quality issues and sent pictures, but was told it was just because the dress is "a little to long for me." The best they could offer was 50% back and keep the dress. Or if I insisted on returning it, I could get a max of 70% back, but I would be required to mail it to ***** at my expense and then they would inspect it and make a determination. It would be 1-2 months before I could expect any money. Frankly I am not comfortable with this alternative. I do not think 50% and keeping the dress is fair, as the dress is unwearable. I strongly feel I am entitled to a full refund.I also want to alert others to the poor customer service and poor quality of their products.

      Business Response

      Date: 05/26/2025

      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:05/21/2025

      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.
      Pants do not fit after asking for a complete refund. Then after requesting the refund 6tines they sent a email saying that a % of my order @may be refunded less than $100 it would be be 30% of my purchase. They have not responded after I said a 100% $ amount is what I paid. No response.

      Business Response

      Date: 05/22/2025

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

    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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