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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

    • 437 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:02/19/2023

      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.
      Online order, I never received. I paid $168. For my order and received a tracking number it took the company 3 weeks to attempt delivery. I checked the tracking number and it arrived at **** and an hour later I checked again and order was being sent back to sender due to no address. I'm not sure how it made it to my local ***** I called **** but no answer only automated voice system stating order was returned to sender. I logged into my lights in the box account but was unable to to because my account was deleted.There is no way of contacting light in the box. They stole my money.

      Business Response

      Date: 02/21/2023

      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: 02/21/2023

      My **** is *******************

    • Initial Complaint

      Date:02/17/2023

      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.
      01/30/2023 I contacted company that I needed to return the bathing suit due to their misrepresentation of US sizes. The 4X was actually an XS in **. At first they refused to provide an easy return process and would not provide return label. After a 2nd email they informed me it would have to be returned to ***** with 3 pages of instructions. This is not what was posted on their website. REFUSED to refund my payment of $21.00.

      Business Response

      Date: 02/20/2023

      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

    • Initial Complaint

      Date:02/17/2023

      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.
      1/17/2023 ordered shirt. They took money off my credit card, but never sent me the shirt. When I call the phone number, it rings once and that's it. I would like the shirt or my money back. ($32.06)

      Customer Answer

      Date: 03/16/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Light In The Box Limited has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)

      Ok
      Sincerely,

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

    • Initial Complaint

      Date:02/15/2023

      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 placed an order for 4 shirts and 2 different hats on 12/23/22 totaling $75.69. I was to receive it by 12/30. When it wasnt shipped and shipping dates kept changing I filed complaint with PayPal 1/5/23. Day after they cancelled 1 shirt and if I had claimed refund it would have closed out my dispute. They finally shipped my items and now I am missing a shirt and received duplicate hat. I contacted them immediately and they sent a response that they wanted pictures. I sent them multiple pictures of the hat. They offered a partial credit and I could keep hat or ship it back to them and 30 days after they receive it, theyll issue a refund for item and buy not shipping. First of all, this was their mistake not mine. They should have replaced or refunded immediately. Still not acknowledging my missing shirt until today. Theyll refund my shirt as soon as I drop my PayPal dispute. So I am still waiting on refund for cancelled shirt, missing shirt and duplicate hat. This is totally ridiculous for a business to be able to operate this way. 2 months later Im still waiting for this to be resolved. Seems from other complaints that theyre using form responses from customer service to supervisor. They are committing FRAUD. Stealing money using sham business practices. Horrible customer service.

      Business Response

      Date: 02/20/2023

      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:02/13/2023

      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.
      I ordered an Item from this merchant February 2023 through Zip payment. The order was processed and the money was successfully sent. I did not receive a confirmation from the merchant so I reached out to them. They told me they didn't receive the order and that I would need to send a ticket number for them to look it up. I informed them that I did not have a ticket number because I never received a confirmation email. I reached out to Zip who confirmed that the payment was made. I forwarded that email to the merchant requesting they send my item or return the money. They have not replied and I believe this is a scam. It was over $153 that I am now out.

    • Initial Complaint

      Date:02/08/2023

      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.
      Jan. 24 2023 I ordered a watch band total amount $10.49 which has been charged to my credit card. I didn't receive an email confirmation and still have not nor have I received the parcel. when I went on their app and signed up to get some support I checked under "my order" to start a ticket and it was blank I don't have a tracking # or confirmation # as i didn't even receive an email I believe my account# is my email which I confirmed on the app that it is correct.I'm looking for a full refund of my money

      Business Response

      Date: 02/09/2023

      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:02/07/2023

      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.
      2/6/23 order number ******** I haven't received any of my orders yet pls let me know what is going on with my order I paid *****

      Business Response

      Date: 02/09/2023

      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:02/07/2023

      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 have purchased several items from Lightinthebox. Three of the items were different than the item shown in the on-line catalog so I requested a return form only for these three items. I was told to use the information that came with the order but the order didn't come with any paperwork. I have made numerous requests for a return form but they refuse and I can't seem to find a return address. I have filed a charge back with my CC company but they also are requesting forms that I don't have.

      Business Response

      Date: 02/08/2023

      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

      Customer Answer

      Date: 02/16/2023

      Please be advised that the pathway provided by LITB in their reply does not exist. Also, LITB indicated that they have sent a message response to my Email, they have not. Yes, I have checked my spam folder. This case has not been resolved. In order to resolve this case, I would like a merchandise return label sent to my email address at ***************** and a refund to my credit card.    Thank you

      Business Response

      Date: 02/20/2023

      Dear customer,

      We will post our response here :


      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 of 56.97USD and you do not need to return the product to us.

      But since there is a Chargeback raised by you on this order, we are unable to refund you until the chargeback is closed.
      Please close the Chargeback and let us know so, we can check with our financial department and proceed with the promised refund.

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

      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,

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

      Customer Answer

      Date: 03/17/2023

      Good Afternoon:  My name is *********************. I have filed a dispute with BBB concerning the "Lightinthebox company with the file number listed above. A settlement was reached and agreed to with LITB company but they have failed to comply with the terms of the  agreement. My part of the agreement has been met and I have notified LITB several weeks ago of my action of compliance with the agreement but have not had a reply. Therefore, I once again ask your help to contact LITB to request compliance with the agreement.
      Thanks you in advance,
      *********************; 

    • Initial Complaint

      Date:02/07/2023

      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 swimsuit and received,but way too small. Cannot get any information as how to return for a refund.

      Business Response

      Date: 02/08/2023

      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

    • Initial Complaint

      Date:02/06/2023

      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.
      I placed an order for the mother of the bride dress -on 1/23 ****** on my credit card - I did not get an order #. I did not get an ETA- There is no number to call them at. I have sent several emails to a bogus email - not one reply back to me about the delivery of my dress O have my statement with the chase charge on it. if i need to provide proof. I **** like to know if I am getting the dress or not. I do have a wedding coming up and if not I want my refund LIGHTINTHEBOX Shopping, opens menu$193.061/23/2023 ***************************

      Business Response

      Date: 02/07/2023

      Dear Customer,

      This is *****, supervisor of customer service, ********************.

      So sorry to know this. Now you are in a higher department and my main duty is to help you.

      Please provide us with the following information:

      First and last name, your customer number, telephone number and the e-mail address linked to your LITB Account

      As soon as we have received your information, we'd like to assist you to resolve the problem.

      Best ************************************* ********************

      Customer Answer

      Date: 02/13/2023

       
      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,

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

      32 *****************- ******** **

      ************ I did not Get a order #

      Business Response

      Date: 02/23/2023

      Dear Tamalee ,

      We are unable to find the order that you are referring to.

      Please provide us with the following information:

      First and last name, your customer number, telephone number and the e-mail address linked to your LITB Account

      As soon as we have received your information, we'd like to assist you to resolve the problem.

      Best ************************************* ********************

    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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