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

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

440 total complaints in the last 3 years.
73 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:11/11/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 want to return an item I purchased. It seems impossible! Nothing on the website works correctly (except purchasing.) They keep saying my email is not confirmed( even though they have sent me emails about my order.) When I try to confirm it I hit a brick wall. When I try to click on "Return or exchange", I hit a brick wall. When I call the only number I can find for them, it takes me to a full mailbox. It is not a particularly big order--a pair of $20 shoes. But it ****** me off that I can't get through to them. I would love to send you documentation, but I can't get into my account without a email and password and they say it is all invalid. Plus they do not send you a receipt. It says to contct customer srvice if you want a receipt, but I can't contact them unless I can get into my account. I am going around in circles.
Business Response
Date: 11/14/2022
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 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.

We are sorry to hear that you would like to return the prodcuts. First, we'd like to to confirm with you is the order number ******** is correct. There is a pair of sandals, Silicone Forefoot Pad and heel protection pat. And would you like to return this sandal?

Secondly, could you elaborate your problem about the shoes. Any photos of problematic part provided will be better for us to investigate your case.

Besides, If you meet any problems, here are the instructions for your information to contact custotomer service.
how to submit a ticket on PC video guide: http://litb.cc/l/yqLC
how to submit a ticket on APP video guide http://litb.cc/l/yqLN

We truly sorry for lack of customer service provided to you. Please don't worry. Now you are in a higher department.

Look forward to your message. I've created a ticket 27328566 for your issue. The message will also be sent to your email.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/14/2022

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,

***********************
I have been in touch with ***** from Light in the Box and I think we can resolve matter. Thank you.
Initial Complaint
Date:11/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 ice skating dress online from this company on Sept 16. It was order number ****************, for a total of $232.82.When my daughter tried it on, it was the incorrect size. I had ordered a children's size 10 and they sent an adult small. I reached out to the company to ask for an exchange on 10/30/22 and received a response on 10/30/22 to send pictures proving that it was the wrong dress. The pictures I sent include the tags still on the dress and the sizing tag which indicates it's an adult small, which I sent on 10/30.On 10/31, the company asked me to send her measurements. I replied back on 11/7 with her measurements, which align with a children's 10. Today, 11/8, I get a response saying that they did not send the wrong dress. I ordered the wrong dress and there is nothing that they will do. They are closing up my ticket. I would like to report them as scammers as I did everything right by checking the size guide, ordering the right size dress, and responding as soon as I could that there was something wrong. They will not refund me my money or exchange the dress, which is what I was trying to do.
Business Response
Date: 11/09/2022
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 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.

I noticed that you check the size chart before the purchase. May you provide me the photos of the dresses with a readable measurement. Please measure the Bust,Waist and lineHip. Since our compnay is strongly committed to selling good quality prodcuts with affordable price, we quite concern about our quality and size matter. If you can provide the photos to prove that our actual prodcut doesn't match our size chart, we will take full responsibility and give you a full refund. Otherwise the supplier don't approve our return or refund request. Hope to get your understanding.

Look forward to your message. I also create a ticket 27304892 for your issue. The ticket message will be also sent your email.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/14/2022

Better Business Bureau:
A separate email was sent to me by another member from the company, with instructions to ship the dress back. I have provided the additional requested photographs and information. Once they have received the dress, I will be given a full refund (minus the cost of the shipment).
At this time, 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:11/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 jacket/coat from light in the box. At $65. They mailed it to me on October 24th with an estimate arrival at October 30th to November 3rd. Unfortunately the package arrive at my local post office on October 30th and the business was closed. The package was recognized at my local post office but then got sent to another city post office. I am more than aware that that's not the shipping company's fault but I was informed by my local post office that it was sent back to the retail location. I cannot talk to customer service with ********************** just by using their websites text support. I asked if once they receive the package if they can refund me the $65 and the answer was no. I am looking to get this matter resolved with a refund and I will never shop at this store again.
Business Response
Date: 11/09/2022
Dear customer,

Thanks for shopping with us. We are sorry to hear that your package has been destroyed due to incorrect address.

I noticed that **** has approved your refund request. It usually takes 1-3 business days to compelete the transaction. Could you help us to check it later?

If you receive the refund later, are you willing to close the BBB complaint?

Feel free to contact us if you have any further inquiriesa about the refund.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/09/2022

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:11/06/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 from this company in September and I have not received my package
Business Response
Date: 11/06/2022
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. It highly unusual to have not received the package for 2 months.

For your issue, in order to solve your problem, would you please provide your e-mail address related in LITB account and order number, so that we can find your order in our system and target to arrange a solution as soon as possible?

Sincerely
Customer Service
Initial Complaint
Date:11/04/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 for $109 on October 10th in a size 14 and it does not fit. I normally wear a size 14 in most brands. This dress fit on the bottom but would not fit across the top. This product does not fit as advertised. Lightinthebox will not accept a return.
Business Response
Date: 11/06/2022
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 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.

We looked into your case and noticed that the dress you bought is Made-to-order prodcuts. Please be noted that made-to-order means that all of our dresses, whether a standard or custom size, are tailored just for you once you place your order. This means that we dont have a factory full of machine made dresses, instead they are all crafted by our highly skilled tailors.We invite you to look on the product page, the ''made to measure'' logo is indicated directly below the 'add-to-cart' button, for your reference please click on the link below:http://litb.cc/l/tpRF

However, we regret to hear that the dress is unfit for you. On size matter, please understand that our suppliers are from different areas so that their size are different, therefore, we provide a Size Guide in our product page which provide measurement and a clear size table. I hope it will help you. I prepared a sample picture for your reference: https://litb.cc/l/y05K

According to our return policy, we are sorry that we can't accept your return request due to client's reason. eg. don't like it, bought wrong size, not as expected, change mind,etc. However, as you are our new customer and this is your first order, we don't intend to leave a bad impression on you, we'd like to approve your retrun as an excepetion but you need to bear the retrun postage.

Considering the retrun postage may be expensive and i truly understand how time-consuming and troublesome to return the prodcuts, we'd like to give you some special offers fo you to keep it and repair it in your local tailor stores:

a) Keep the item and get a Reward, which values 70% of the item price you wish to return. And same as a coupon/voucher, which can be used on the next order as a discount.

b) Keep the item with a partial refund of 60% of the item price. Just like you get a 60% OFF discount on this item.
If you still prefer to return, we will send you the return instruction immediately in the following reply.

Please inform us of your decision and thank you for your understanding.

Sincerely
*****
Customer Serviece
Initial Complaint
Date:11/03/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
Unable to contact company without downloading an app. I received my items today and they are not as advertised AT ALL. Need to email, message, call customer service without downloading an app.
Business Response
Date: 11/06/2022
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 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.

As your request, you wish to return as the item is not as advertised. I would love to understand your situation better and see if theres any other way we can help.

Could you give me a little more detail about how the item is not as advertised? Please provide us with a picture of the item received so we can better check.

Id love to help but I need just a bit more information before doing so. I definitely understand how it can be frustrating to order an item and receive something below your expectations, so hopefully, we can get this sorted out for you as soon as possible.

Look forward to your message. I also send the message to your email and you can reply me in email.

Sincerely,
Customer Service
Initial Complaint
Date:11/03/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 NUMBER ******** I placed an order on approximately October 17, not sure of exact date. However, i pidked up my order from my mailbox a block down the street from my house on October 31,2022. The dress is too small. I learned on November 2 that I had 7 days in which to return the item. I emailed Ligntinthebox and requested a return ticket but have not received a reply todate. I have searches Lightinthe box's website for ways to contact them but none of the methods listed works for me. I want Lightinthe box to send me a return ticket so that I can return their item and they refund my money.
Business Response
Date: 11/03/2022
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 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.

We have looked into your situation and noticed that your dress is a made-to-order product. made-to-measure tag sample: http://litb.cc/l/eUvq
Please be noted that made-to-order means that all of our dresses, whether a standard or custom size, are tailored just for you once you place your order. This means that we dont have a factory full of machine made dresses, instead they are all crafted by our highly skilled tailors.We invite you to look on the product page, the ''made to measure'' logo is indicated directly below the 'add-to-cart' button, for your reference please click on the link below:http://litb.cc/l/tpRF So made-to-order prodcuts should fit you perfectly. If you think the actual prodcut doesn't match our size chart, please provide us a readable measurement of dress with Bust,Waist,Hips,Hollow to Floor.

If you think measuring and taking photos are quite time-consuming, we can go with a simple way:
a: keep it with a 20% refund of the product value.
b: keep it with a 30% rewards for the next purchase

Would you mind letting us know which option do you prefer?

We are sorry for any inconvenience caused by this. We appreciate your kind understanding in this matter.

Looking forward to your response, thank you very much.
You may also refer to the return policy: https://www.lightinthebox.com/nh/Return-Policy.html

Sincerely,
Customer Service
Customer Answer
Date: 11/05/2022

Complaint: 18355733

I am rejecting this response because: The dress I received was not made to the measurements I submitted. I have measured the dress also attached is a picture of the dress. No size is listed anywhere on it.

The measurements for the dress was: Bust - 36, Waist - 34, and Hips - 39. According to their chart I made my selections. I would like to return the dress and receive a full refund. They will not provide a return address.

Sincerely,

***********************
Business Response
Date: 11/16/2022
Dear customer,

Thanks for your message.

We are waiting your shipping information. Take your time.

Thanks a lot for your kind cooperation.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/29/2022
I have changed carriers I am done with ****** i spent to much time, money and harassment by them, I have a legal complaint towards them pending thanks for seeing there side, I am not the only one who is complaining about there services

Thank You

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

Customer Answer
Date: 12/09/2022
I received and have read your latest message advising me that my claim is closed.

The company refunded my money that is what I requesting and initially my request was refused. I am completely satisfied.

I greatly appreciate your help without it I would not have received a refund. Thank you for your time.
Initial Complaint
Date:11/03/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 coat. When it arrived it was way too small. I went back to the website to try and exchange. It takes you around in circles and doesnt give you a way to contact the business by phone. I left 2 reviews and the company ignores them. They basically stole my money
Business Response
Date: 11/03/2022
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.

We are sorry that we don't have *************** for now, but we can directly help to resolve the problems via chat/message here.

On size matter, please understand that our suppliers are from different areas so that their size are different, therefore, we provide a Size Guide in our product page which provide measurement and a clear size table. I hope it will help you. I prepared a sample picture for your reference: https://litb.cc/l/ynsY We wonder if you check the size chart before the purchase. If yes, may you provide us the photo with a readable measurement in Bust,Sleeve,Shoulder and WidthLength? We will compare it with our size chart.Once the problem is confirmed, we will take full responsibility.

Waiting for your kind response.

Sincerely,
Customer Service
Initial Complaint
Date:10/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 bought a pair of pants from this company and the size was not the size I requested.And they will not refund my money or pay for return.
Business Response
Date: 10/30/2022
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 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. The screenshoot of the order is a pants not shoes you complained about.After searching our system, I found an order for shoes but you bought it one year ago. Could you check it for us and provide us the correct order number so that i can help you to solve the problem.

Look forward to your message.

Sincerely,
*****
Customer Service
Initial Complaint
Date:10/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 10/07/22 for 4 men's shirts from Light in the box paid ***** they were supposed to be delivered on 10/18 for a birthday gift . I have tried to contact the company, reset my password but have not received the email with the link to reset. I went to the site and sent an email to customer service and have not received any response. I have ordered from them before so not sure what is going on.
Business Response
Date: 10/26/2022
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. It's highly unusual that you didn't receive the rest link email. Is it possible that your email blocks that kind of message and file it as a spam?
On unreceived package, we are regret to hear about that. We delivered to the address you gave **. Here is your detailed address:
*******************,9407, *******************,Canyon Village At Park Lakes, ******,****** County,*****,(*************,77396),************),
Could you double-check it?

Your order was shipped out via **** on Oct 11. The tracking number is 92055902406096734241834021.
You can track it here:
https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=92055902406096734241834021

In our system it shows that the products have delivered on Oct 20. If you don't receive your package, is it possible to ask your family, neighbors or others who have signed for your package? Or have you tried looking for the package nearby? it may be placed by courier in a hidden and sage palce.
Also, you can contact your local post office :
****
**************
https://www.usps.com/

If you tried above solutions while still couldn't find the package locally, please get back to us to check further.
Your kind patience and understanding are highly appreciated.

Sincerely,
*****
CustomerService

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

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.

This business has 1 alert

Complaints

Find a Location

Light In The Box

LightInTheBox

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Initial Complaint

Business Response

Light In The Box is NOT a BBB Accredited Business.

Cookies on BBB.org

This business has 1 alert

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Light In The Box is NOT a BBB Accredited Business.