Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Pattern of Complaints

Complaints

This profile includes complaints for Light In The Box's headquarters and its corporate-owned locations. To view all corporate locations, see

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.

Initial Complaint

Date:01/21/2023

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 2 items from Light in the Box, a night shirt and lingerie ****** what I got was a regular styled shirt and a little girls costume that looks like a mermaid, probably for a 3 year old. The pkg came from **** @ *******************************************************************************. I tried to find a ** number to call could not. Not even a customer service reps ** number.

Business Response

Date: 01/23/2023

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: 02/27/2023

I would like to reopen this complaint, I have sent several emails and pictures that they wanted of the wrong item that was sent. But have not responded to any of them.

Business Response

Date: 03/06/2023

Dear ****,

Thank you for your message.

We have not received the requested picture from you.

The ticket number: 27999646, is still open and we are still waiting for your response with the requested pictures.

Awaiting your response.

Sincerely,
*****
lightinthebox.comCustomer service

Initial Complaint

Date:01/19/2023

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.

Never received package ordered for clothes.Wrote too website several times, stated it was shipped.Ordered on 1/4/23 called my bank to put a stop payment on ******.

Business Response

Date: 01/20/2023

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:01/16/2023

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 purchased a ceiling light on Light in the Box last 10/30/2022. Order number ****************. I received the item 11/10/2022. The total purchase amount is for $186.96. When the item arrived, 1 out of 3 light fixture is broken. I message the support right away to request for a replacement. Ticket number ********. Light in the box initially told me that they can send me parts so that I can fix it myself. I told them that I am expecting to receive an item in good condition. They are refusing to refund or ship a replacement unless I pay for a return shipping and the item reached their warehouse in *****. I initially paid $37.60 for the shipping, to only receive a damaged item. I requested one more time, for a return label but then again they refused. I find their business unethical. I will need help getting a return shipping label from Light in the box, to return the broken item I received, and I would like a full refund. This entire situation has been very frustrating.

Business Response

Date: 01/18/2023

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 27975568 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

Good day BBB,

I received your response from the BBB portal however there was no option for me to respond, or I cannot see a "reply" button.

Anyways, thank you for staying on top of the matter. The issue was resolved by Light in the Box and their resolution was very satisfactory.

I appreciate your help and have a wonderful day.

Sincerely,

Reyvi

Initial Complaint

Date:01/15/2023

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.

order was placed on November 18 2022. Total original order $118.61. After I placed the order I received notification the items would arrive by Dec 6th. Tracking number states items arrived in ******* **. Tracking info :************************************************************************************************************************. Last date was December 9th. I have emailed company (only way to contact them ) a total of 4 times now. Three times now I have asked for a refund. They have only given me a small percentage back as a "sorry" but still is resistant to provide me with a full refund nor has the package arrived. The refunded me only a total of $23.40 and that was only a credit to my account of which I then had to transfer to my original payment method.

Business Response

Date: 01/17/2023

Initial Complaint

Date:01/13/2023

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.

Order a few clothing items (3 items) on January 8, 2023.Got an email that I need to pay import taxes. Contacted the business right away. The item was still in the country where the company is located.Requested a full refund. They only respond once in ********************************************************* they cannot issue a refund because the company is unwilling to pay import taxes to get their merchandise back.If they issued a refund when I asked for it, the items were still in their own country.Support team is very unhelpful and at times very patronizing.Filed a complaint with the company, but they are unwilling to resolve it.Order number: **************** ***************** DHL Tracking Number: ********** (*********************************************************************************************)

Business Response

Date: 01/16/2023

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 2229941 for you. The ticket message will also be sent to your email related with LITB account.

Sincerely,
*****
Customer Service

Customer Answer

Date: 01/16/2023

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,

Gorazd Kalinic

Initial Complaint

Date:01/08/2023

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 placed the order on Jan 2nd for shirts for$80 (#*****************) 3days later, Jan 5th, I contacted to the cust svc to cancel the order as I wanted to change it. Their site says they will respond in 24 hours. Today, Jan 8th, even after 72 hours later, I got NO Response and found out the shirts were shipped!!! This must be scam!!I don't trust the review so high as 4.6-5 stars IN THEIR site. This time the shipment had already been made, so I'll give up the payment as a ******* if they are really delivered. This seller cannot be trusted.

Business Response

Date: 01/10/2023

Customer Answer

Date: 01/10/2023

Complaint: 18704597

I am rejecting this response because:

I have not received actual products yet. I sent two messages to them asking to cancel on Jan 4th & Jan 5th which the customer service had ********, but now they say they did not receive them. That's NOT true. That 's why I cannot trust and accept the response until I receive the items.

Thank you again for your help and support,

Sincerely,

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

Customer Answer

Date: 01/16/2023

I am writing this message to say "THANK YOU" to have helped me to make the connection with the seller.

The above case resolved thanks to you. With your assistance, I finally could get hold of the customer svc whom I got no response earlier.

The orders I cancelled earlier had arrived on Feb 14 from *****.

I accept their offer (waiver of shipping fee) instead of going through the refund procedure not simple for me.

Thank you again for all your help.

****

Initial Complaint

Date:01/08/2023

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.

**************** Transaction 12/22/2022 After receiving the order and not being satisfied with the products we came to a resolution to get a 70% credit of the original order which was $179.48 including shipping, the total to be credited was $104.28 cents, however I've attempted to use the credit on 2 different orders but the credit is not being applied, I've attempted to get a response from. LightInTheBox.com but they only respond via email, 100 apologies but no resolution. They need to make this right.

Business Response

Date: 01/10/2023

Customer Answer

Date: 01/12/2023

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.
****Although the order has not been completed as if yet I will accept their attempt to resolve the issue. I was allowed to use the credit to the order, hoping not to have any further issue with them.
Sincerely,

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

Customer Answer

Date: 01/24/2023

A prior complaint was filed with bbb and the company agreed to resve the issue. I was able to use the credit they owed me, however they delivered 2 of 7 items, and now they claim other items were delivered that I never received. They make it difficult to contact them so the issues go unresolved. Image of said delivered were never received.

Business Response

Date: 01/30/2023

Customer Answer

Date: 02/07/2023

Complaint: 18704486

I am rejecting this response because: ************ has been very unreliable, I attempted to buy the products and multiple issues presented themselves. In the beginning it was a problem getting a refund, so we agreed on a rewards refund, I had trouble applying it and subsequently had to contact BBB. I was able to use the rewards with an additional $52.11 for shipping. I received 2 articles out of 8. They claim to have delivered the package but I never received it, they finally decided to refund me approximately $45. However, I received a message stating that the last article was delayed 2 or 3 weeks due to the Holiday!

Finally I received an email stating that the article would further delayed 2 or 3 weeks and that they have no date to provide for me to get this article. Of note I didn't expect it. They don't care because they aren't held accountable anyway, it is not in their best interest. I've decided I will take my losses and forget this issue.

Sincerely,

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

Business Response

Date: 02/20/2023

Initial Complaint

Date:01/06/2023

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 ordered a sweatshirt at the beginning of December. When it arrived it was faulty. It also had no labels whatsoever, which contravenes ** regulations. I contacted them. They wanted me to keep the item at a discount. I declined because its unwearable. They offered me a bigger discount. This went on and on until I started mentioning ** regulations. They finally agreed to give me a full credit on my account with them. I said no. I didnt want to buy anything else from them. They finally agreed to credit the cost of the sweatshirt to my bank card, but not the postage. I again said no because I was entitled to the postage too. After daily messages they finally agreed. But they still havent done it. Im going round and round in circles with them. They say theyve done it, then they say they will do it, then they say they have again, etc etc. They are just stonewalling and hoping that Ill go away. I want the full amount that i paid credited to my bank card.

Business Response

Date: 01/10/2023

Customer Answer

Date: 01/10/2023

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,

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

i dont reject the response, but Ive been told many times before that the refund has been paid and it wasnt the case. Theyre serial prevaricators. I am particularly concerned about the fact they say the refund can take up to 25 days. Again, theyve been telling me for a month that this was already done, so I would like my complaint kept open until I receive the refund please. I dont trust them. Thank you.

Initial Complaint

Date:01/05/2023

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 received my order and it is not the color depicted in their ad. I wanted a refund so I followed instructions for a return but my order doesn't exist in my account on their app. I have to be able to click on my order to return it. They have no email address and when I call their number *************) there is no answer and a recording says the mailbox is full. Their rules state I must click on my order to access a return ticket and submit it within 7 days of receiving my order. There are no links otherwise and my order is not available like they say it will be after signing into my account on their app. They obviously don't want to be contacted and my item can't be returned for a refund due to their websites lack of customer service links and their phone being unavailable. No customer service, no contact links and no way of getting my refund. Shipmemt was made out of Jamaice, ********.

Business Response

Date: 01/10/2023

Initial Complaint

Date:01/04/2023

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.

3 orders made in mid-December, 2022.I made orders as follows: 2 jackets, size 2-XL. They ended up barely fitting someone sized *** ordered a jacket sized 3_XL. It fits a 1-XL I ordered a blue hoodie w1th a Colonial soldier pattern. One sleeve has a white cuff with brass button pattern and the other is the same, but is DOUBLED. The base of the hoodie has a matching pattern which should line up with the front, but it has been ROTATED 90 degrees off-center.The quality of all this is mediocre at best, but I would accept it if done properly, and properly-sized as ordered, labelled and shipped.Lastly, my last order was shipped TWICE, and billed TWICE, to the tune of nearly $200.00.I tried calling them to resolve these issues, but there is no phone number. I then tried resolving this with customer service; however, their switched me to their "computer expert." Their expert wanted me to give them my credit card information so they could bill me $!.00, followed by a $46.00 monthly FEE!!! If this is not a scam, I don't know what is!!!!

Business Response

Date: 01/05/2023

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 order number, so that we can target to arrange a solution as soon as possible?

Sincerely
*****
Customer Service

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Arabic	Hebrew	Polish
Bulgarian	Hindi	Portuguese
Catalan	Hmong Daw	Romanian
Chinese Simplified	Hungarian	*******
Chinese Traditional	Indonesian	Slovak
Czech	Italian	Slovenian
Danish	Japanese	Spanish
Dutch	Klingon	Swedish
English	Korean	Thai
********	Latvian	*******
Finnish	Lithuanian	*********
French	Malay	Urdu
German	Maltese	Vietnamese
Greek	Norwegian	Welsh
******* Creole	Persian

Arabic	Hebrew	Polish
Bulgarian	Hindi	Portuguese
Catalan	Hmong Daw	Romanian
Chinese Simplified	Hungarian	Russian
Chinese Traditional	Indonesian	Slovak
Czech	Italian	Slovenian
Danish	Japanese	Spanish
Dutch	Klingon	Swedish
English	Korean	Thai
********	Latvian	Turkish
Finnish	**********	*********
French	Malay	Urdu
German	Maltese	Vietnamese
Greek	Norwegian	Welsh
******* Creole	Persian

Arabic	Hebrew	Polish
Bulgarian	Hindi	Portuguese
Catalan	Hmong Daw	Romanian
Chinese Simplified	Hungarian	*******
Chinese Traditional	Indonesian	Slovak
Czech	Italian	Slovenian
Danish	Japanese	Spanish
Dutch	Klingon	Swedish
English	Korean	Thai
********	Latvian	*******
Finnish	Lithuanian	*********
French	Malay	Urdu
German	Maltese	Vietnamese
Greek	Norwegian	Welsh
******* Creole	Persian

Arabic	Hebrew	Polish
Bulgarian	Hindi	Portuguese
Catalan	Hmong Daw	Romanian
Chinese Simplified	Hungarian	Russian
Chinese Traditional	Indonesian	Slovak
Czech	Italian	Slovenian
Danish	Japanese	Spanish
Dutch	Klingon	Swedish
English	Korean	Thai
********	Latvian	Turkish
Finnish	Lithuanian	*********
French	Malay	Urdu
German	Maltese	Vietnamese
Greek	Norwegian	Welsh
******* Creole	Persian

Arabic	Hebrew	Polish
Bulgarian	Hindi	Portuguese
Catalan	Hmong Daw	Romanian
Chinese Simplified	Hungarian	Russian
Chinese Traditional	Indonesian	Slovak
Czech	Italian	Slovenian
Danish	Japanese	Spanish
Dutch	Klingon	Swedish
English	Korean	Thai
********	Latvian	Turkish
Finnish	Lithuanian	*********
French	Malay	Urdu
German	Maltese	Vietnamese
Greek	Norwegian	Welsh
******* Creole	Persian

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Complaints

Customer Complaints Summary

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Light In The Box is NOT a BBB Accredited Business.