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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:12/21/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have cut and pasted a portion of the information I gave Light in the Box about the custom wedding dress I ordered. This was for Order#: : ****************, originally received November 27th, 2022: I am extremely unhappy with the custom dress I received. It was meant to be a trumpet/mermaid style dress as per the picture attached. I had custom measurements taken by a seamstress which did not match the measurements on the dress I received in some cases by as much as an inch and a half to 2 inches. I contacted customer service to start a refund or return process. I am aware that custom dresses were not eligible for return but this was a question of the dress not even remotely resembling what was advertised and not made to specifications. They originally offered me a 30% refund or 50% of the retail value of the dress to be used as a coupon/voucher for a future order on their site. Why on earth would I purchase another item on their site when they got this one so wrong? So I went back to customer service and they upped the refund to 60% or a 70% of the retail value coupon/voucher to be used on their site. I went back to them again and they gave me information to ship the dress back to ***** at my expense and let me know once received and the issue confirmed they would refund my money and shipping costs. The thing is with each other interaction they asked for photos of the dress measurements using a measuring tape. They never once admitted they made a mistake. So, after much deliberation I feared that if I sent the dress back they would find no fault with it and I would be out both the dress and my money. They promised me a 60% refund of the cost of the dress ($259.98 before shipping and taxes) which would have been $155.99, not the $93.26 which was in my credit and rewards for the company, which could be used either as store credit or withdrawn and returned to the credit card used to purchase the item. The company is a nightmare to deal with.~*********************************

      Business Response

      Date: 12/23/2022

      Tell us why here...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: 12/29/2022

       
      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. I am still waiting for the last of my refund to be returned to my credit card. However, I am reasonably happy that this will be resolved. However, I would never order from this company again. The refunds and return process was a hassle am everything prior to that, upon receipt of the dress seemed to be some kind of scam. Buyer beware. 

      Sincerely,

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

    • Initial Complaint

      Date:12/19/2022

      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 ordered this item from lightning in the box it is defective. I tried to follow the return instructions but when I logged into my account it said that I had no orders in the past or in process. Without documentation of the order I cannot continue to refund process. I would like a refund including a return label because this item is damaged and I don't want it I just want a refund

      Business Response

      Date: 12/23/2022

      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.

      To 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:12/17/2022

      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.
      Placed order 12/2/22. No order confirmation email but credit card was charged. Items never received. 12/16/22 tried to follow up, no orders on file and no customer service possible without an order number. Seeking a charge reversal.

      Business Response

      Date: 12/23/2022

      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.


      We have found 2 orders from you placed on 2nd dec: 62035841 and 62035551.

      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: 01/04/2023

      The items in question have been received. I consider this issue resolved.

       

      Thank you.

       

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

       

      Sent from my iPhone

    • Initial Complaint

      Date:12/17/2022

      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 have not received my merchandise. Nor have been able to contact a customer service representative or phone number. I spent $200.00 on cloths .

      Business Response

      Date: 12/23/2022

      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:12/16/2022

      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.
      THESE ITEM ARE FOR GIFTS FOR cHRISTMAS ORDERED SAID FAST SERVICE THIS BIS NOT THE **** WAS TOLD IT WOULD BE HERE THE 12TH THAN IT CHANGED TON 14TH STILL NOT HERE AM REALLY STRESSED OUT OVER THIS HAVE TRACKED ORDER SAYS CARRIER HAS IT WHERE IS MY ORDER

      Business Response

      Date: 12/23/2022

      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 27785224 for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:12/16/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11-29-2022 I ordered a pair of Men's Boots Cowboy Boots Vintage Western Boots **********/Tecovas Boots Classic Outdoor PU Black Brown **** Winter #******* for $43.99 ($52.37 including shipping). I received the boots on 12-7-2022. The order number is 2211291461868073.The boots did not match the pictures - the pictures of the brown boot show the boots are leather, but you cannot see the detail in the pictures of the black boots, and when I received them the inside is a thin layer of foam that will not stand up to how I expect to use them. I immediately attempted to return them on 12-7-2022 because the return policy is seven days. I selected the Return option, but once I filled out all of the required information and attached my photos it let me click the Submit Ticket button but it would just spin for several minutes and then come back to the existing page. I never received a confirmation e-mail and it never created a Service Ticket for my return. When it comes back to the page where we can submit the ticket, it does not identify any errors on the page so I don't believe that is the issue. I've tried several times a day for the past week and it's the same every time, the Submit Ticket button just spins. There is no customer service number I can call. The refund instructions seem clear, but since the Submit Ticket button just spins it's impossible to return a product. This seems a bit shady since I tried for a full week with no luck - it is not just a temporary issue. I would like to send the item back and receive a full refund. I have tried to submit a ticket to return the item within the 7 day window but am not able to do so, and there is no other way to contact the company, so I'm filing this complaint with the BBB.

      Business Response

      Date: 12/23/2022

      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: 12/23/2022

      Better Business Bureau:

      I've reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      ***** from Light In the Box got back to me and is going to refund the cost of the boots we ordered.  I had submitted this complaint with BBB but also submitted a support ticket on the LITB site (needed to use the Missing Order form since the return form was not working). 

      I really appreciate their response - it was hard to figure out how to reach out to customer support but once I had reached them, they were very easy to work with. 


      Sincerely,
      ***********************

    • Initial Complaint

      Date:12/14/2022

      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.
      Lightinthebox does not have a working number for *** they have ********** there address is 3 floor #1 workshop Dinmei manfactuter #******************************************** ******* city **************** ******

      Business Response

      Date: 12/23/2022

      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 **.

      Please note we are based in ***** and we operate from ***** itself, we do not have overseas warehouse.

      Please let ** know the issue that you are facing, we are here to help you.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:12/14/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov 19 I ordered 2 jackets as a gift for someone. They arrived on Dec 10. I had no idea what was in the bag since it looked NOTHING like what I had ordered. I messaged them through the app and let them know these jackets are false advertising. They sent me something that mimicked the jackets I ordered. The whole pattern, collour and material was COMPLETELY DIFFERENT. Some supervisor named "******" messaged me saying sorry and that they cannot give me a shipping label to send them back to ***** and it might cost me anywhere from $10-$40 to send them back. OR I can accept 60% back of the $81.67 I had paid. I said you are committing FRAUD! Like are you just not going to take any responsibility as a supervisor??? They completely dismissed everything I was saying AND not to mention, won't allow my LEGIT review about the jackets for others to see, they have posted 3 or 4 fake 5 star reviews on there but mine; the ONLY true legit review is not on there. Light in the box is a complete FRAUD and they should be taken down ASAP. It gets even better...So I said ok well I'm not paying to send them back, I will accept the 60%. NOW this "******" person who is probably using a fake name too, is saying we will put the partial refund back onto your account on the website and that I will have to WITHDRAW my money from their website!!!???? I have NEVER EVER!!!! IN MY LIFE!!! Heard of such thing!!! First you do false advertising, 2nd you are a fraud company, 3rd you lie and say you will give me partial refund and NOW you want me to WITHDRAW my refund from YOUR FRAUD COMPANY WEBSITE THAT SCAMMED ME!?? I don't think so!!! I want my FULL refund back ASAP!!! $81.67!!!

      Business Response

      Date: 12/23/2022

      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: 12/27/2022

       
      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. Thank you BBB for your help. I appreciate it. 

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2022

      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.
      An order was placed on 10-31-2022 for "Car Seat Back Organizer, 2 PCS". The order arrived on 11-10-2022 via ***** ONLY ONE ITEM was received. Attempts to contact the merchant by phone and email were totally unsuccessful.The charge has been disputed with Discover Card; but the only information they or I have received is that a package was delivered. I would like to receive the missing item to complete the order, or return the one received for a full refund.

      Business Response

      Date: 12/23/2022

      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: 12/23/2022

       
      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:12/12/2022

      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 ordered a pair of shoes on 12.7.22. I did not receive confirmation and the money was taken out of my account. I tried reaching out to them but there is no valid phone number or email. I would like my money rwturned.

      Business Response

      Date: 12/23/2022

      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.

      Your order is on its way to you.

      For your issue, i have created a ticket 27784394 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.

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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.

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