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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

Find a Location

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:02/06/2023

      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 a dress from this company and it is completely different from pictures in website. This company need to be closed and stopped from scamming people in *************. Extremely cheap dress nothing compared to the pictures they show on their website

      Business Response

      Date: 02/07/2023

      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: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 previously made a complaint about the wrong size of a shirt I bought from Light in the Box. After multiple emails, they gave me partial refund. Then I sent them picture of the item with a tape measure on it to prove that it was smaller than listed on their size chart. They have finally agreed to pay me the rest of what I originally paid. I am glad for this outcome but certainly will never do business with them again, no matter how cute the pictures are on line!

      Business Response

      Date: 02/07/2023

      Dear ********,

      We are happy to hear that you are satisfied with our resolution.

      We work for customer satisfaction and try our best to give pleasant experience to our customers, shopping on our store.

      We again apologize for any inconvenience was caused to you.

      We do not want to loose you as our valued customer and would request you to give us another chance to serve you.

      We hope to see you again shopping with us.
      Wishing you a happy day.

      Regards,
      *****
      LightInTheBox Customer service.

    • Initial Complaint

      Date:02/04/2023

      Type:Billing 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, 3, 2023 Credit Card - **** Items - Ladies Bathing Suit and long top/cover up (there may have been a third item) Both ************** $139.00 Order Number on Credit Card - ********** **

      Business Response

      Date: 02/06/2023

      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 28084807 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:01/30/2023

      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 on **** for $45.95.I have not received the items. When I log into the website it says I have no order.I can not contact them at all. They took the money out of my bank. I want my money back. I have record that they took it out of my acct.

      Business Response

      Date: 01/31/2023

      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, your order number is: ********. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

      Customer Answer

      Date: 01/31/2023

       
      Complaint: 18952280

      I am rejecting this response because:

      Sincerely,

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

       

      have not received email. Since I dont see an order I can not message you. Please send refund and fix. 
      email- **************************

      Business Response

      Date: 02/06/2023

      Dear *****,

      Your order has been shipped out with below details:

      Shipping Time:2023-02-06
      Package1:PA16756069891(0.36KG)  
      US Priority Line-FTE-FC: 92144903245036910021729388

      Tracking link: *********************************************************************

      As per your selection of Shipping Method:  EconomyExpress (business days : 5-9 / days :7-13)
      It might take maximum 13 calendar days (business days : 5-9) to deliver.

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

      A full refund of shipping fee USD **** as a compensation.

      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:01/26/2023

      Type:Order 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.
      On 1/18/23 I ordered a specifically a synthetic Wig, Long light blonde hair with brown roots; ORDER # **************** for $27.00 plus tax $38.71 shipping and handling. But, I was sent a red wig instead! I tried to exchange the item by using their instructions; but the return & exchange procedure did not work. It kept bouncing me around without allowing me to finish the return & exchange process to order a return & exchange service ticket. Without the return & exchange ticket, nothing can be done. I cannot not reach customer support or put in a complaint for the supervisor because, it reads online the complaint to the supervisor is listed at the bottom of the exchange ticket, which I'm being bounced around from. Please help. Signed: BEING BOUNCED AROUND!

      Business Response

      Date: 01/27/2023

      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 28021784 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:01/26/2023

      Type:Service or Repair 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.
      Around January 18th 2023 I ordered a security camera from this company. The camera arrived, but does not work because it has nothing inside of it. The reason that I know is because I bought an identical camera two years ago which I still have. The camera that I purchased previously is much heavier than the one purchased recently. This company has no customer service, and their return policy is impossible to utilize, because you end up paying more to send back faulty items then you paid for the item. Totally unjust, thank you.

      Customer Answer

      Date: 02/20/2023

      At this time, I have been contacted directly by Light In The Box Limited regarding complaint ID ********, however my complaint has NOT been resolved because:

      [ never heard back from the business. I was sold an electronic security camera with no electronics on the inside. I attempted to return the park with no response. I don't think it's fair that businesses get away with this. Thank you.

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

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

    • Initial Complaint

      Date:01/25/2023

      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 January 11th for a lighted willow **** accent piece. I never received a confirmation from the company and had no way to contact them except with the email provided here. I never received the product either. The money has already cleared my bank despite me not having the item.

      Business Response

      Date: 01/26/2023

      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: 01/26/2023

       
      Complaint: 18894981

      I am rejecting this response because:

      I have already done all of thebthings suggested by light in the box to no avail. The sight does not show any indication of my purchase or of it having been shipped. Yet again, I have been charged and the money released. The website is poorly set up in order to navigate. I thought there would be a difference if I downloaded the app, but it was the same. I will not accept this offer.

      Sincerely,

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

      Business Response

      Date: 02/01/2023

      Dear customer,

      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.

      Your order is in processing state, once it is shipped you will receive an automated email, with all the shipping details.
      The promised shipping date is: 2023-02-16

      And as per your selection of Shipping Method:  EconomyExpress (business days : 5-9 / days :7-13)
      It might take maximum 13 calendar days (business days : 5-9) to deliver.
       
      Considering your particular situation, we'd like to offer you a special solution:

      A full refund of shipping fee USD 3.95 as a compensation.

      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: 02/07/2023

       
      Complaint: 18894981

      I am rejecting this response because:I no longer want the item and my bank has settled the dispute. 

      Sincerely,

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

    • Initial Complaint

      Date:01/25/2023

      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 ordered 4 items totaling over ***** received email with receipt then another expedoting my order then all.of a sudden my order info disappears from my acct no tracking nothing *** impossible to resolve or even get response from lightinthe box.

      Business Response

      Date: 01/26/2023

      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:01/24/2023

      Type:Order 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.
      within the last 30 days I purchased to clothing items from LightinTheBox an online retailer. It was only two sweaters and total cost probably less than $100 but sadly I did not read the reviews until after I purchased.They provided me access to Track17 or something like that allegedly informed me of the progress my order was moving at. I was very impressed. Also most too impressed. Then I received notice that the product was being returned to the company due to an insufficient address. Then they offered to redeliver it for a cost of nearly what I spent the first time. I was totally scammed.

      Business Response

      Date: 01/26/2023

      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:01/23/2023

      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 purchased a doll from this company and the picture is not even close to what was received and I would like the baby that I saw in the picture that I paid for to be the correct doll

      Business Response

      Date: 01/24/2023

      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.

    Why choose a BBB Accredited Business?

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    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.