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

440 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.

Initial Complaint
Date:10/24/2022
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.
My credit card was charged $145.46 including shipping on 10-9-22 for a reborn doll I ordered. The doll looks nothing like the picture on their website neither is it silicone material it was advertised as being made of. There is no customer service number to call. The refund instructions are confusing and unclear so a return is impossible to make. The ability to leave a unfavorable comment is also impossible to write because entries become garbled and the application simply does not accept key strokes. The same doll dropped in price the day after my purchase. It is very disappointing to have received a item that has been advertised deceptively and not being able to contact the business for a refund or any type of solution because the business makes it impossible to do so. I would like to send the item back and receive a full refund but cannot do so due to the confusing and impossible method and instructions the website provides. If I were given correct and concrete instructions to return the item and receive a refund I would do so but the company leaves me no other option than to file this complaint with BBB. Thank you.
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.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.

Firstly, we are regret that you understanding of material is different from us. I also forwarded your situation to our supplier to double-check it and got the answer that the doll is made of Silicone Vinyl material. We want to know what makes you think it's not made of silicone? You can elaborate to us.

Secondly, there are various ways to contact us customer service through our website or APP. <Support- contact customer service for my order>. Currently, we don't have **************** but we can directly help to resolve the problems via chat/message here".

Thirdly, I can't identity any differences between the actual prodcuts and photos. We are sorry to hear that our prodcuts don't meet your expectation. I notice current price is USD $84.99. As you are our valued customer and we don't want to leave a bad impression in customer's mind, we'd like to refund the price difference USD 39 to you.

If you are happy with the solution, please let me know.

Sincerely,
*****
Customer Service
Customer Answer
Date: 10/26/2022

Complaint: 18308204

I am rejecting this response because: this business is stating they will refund %50 of a $86.00 when I was charged $146. And change for the same item. I agreed to option B in a previous email which was %50 of the amount charged to my credit card refunded and keeping the item I have the email. I do not want to accept the offer which is in the email BBB received from this business because I paid more than what they are offering me in return. I sent them a lengthy email explaining why I would not accept offer and have not heard back.

Sincerely,

*************************
Business Response
Date: 11/01/2022
Dear customer,

The message from BBB is the same as email you received. We contacted you on Oct 26 through BBB and email and you just replied me in email. So don't worry. I apologize for the confusion brought to you.

As you requested in the e-mail. We have refunded you USD ***** to your Paypal account. The refund has been done on 2022-10-29 10:21:07. Could you help us to check?

Is there anything else that i can help you solve? If you think i have helped you to solve your problem, are you willing to close the complaint?

Thanks a lot for your kind cooperation.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/07/2022

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:10/21/2022
Type:Product 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 paid for a dress costing $109. Dress is not as expected. It does not cover my b****** They do not wish to refund me since they believe it is a style issue. I believe my b****** deserve to be covered.
Business Response
Date: 10/24/2022
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.
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
I notice the dress is in V neck so it might be a little **** in style. We are regret that you are not happy with the style. However, as you are our new customer and this is your first order. We'd like to offer you 50% refund of product value to fix it in your local tailor shop.

If you are happy with the solution, please let me know.

Sincerely
Customer Service
Initial Complaint
Date:10/20/2022
Type:Delivery Issues
Status:
UnresolvedMore 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 3 dresses and a pair of sandals from this company on September 25, 2022. The Order Number is 2209251859214409.All clothing items received were poorly manufactured, the material is thin and see thru, the fit was aweful and the pictures shown on the website is not representative of what you will receive. The customer service staff asked me to send pictures of myself in the dresses which I find that to be quite extensive due to the nature of the product. I told them the items were still in their original packaging, they are now asking me to return the items to ***** instead of their homebase in *******. The shipping cost *** vary from 10-40$ and it would take up to 4 weeks to be reimbursed. Be very careful with this company, it is a major scam. NOT RECOMMANDED... BE AWARE
Business Response
Date: 10/24/2022
Dear customer,

We sincerely apologzie for the inconvenience caused to you.
From your photos provided to *******, i'm sorry that i can't identify any differences between the actual prodcut and photos. But whatever the explanation is, our products don't meet your expectation otherwise you would not be so angry.

However, as you are our new customer and this is your firs order. We don't want to leave a bad ********* on you. We'd like to give you a full refund of prodcut value USD ***** and you do not need to return the prodcuts to us in that i totally understand the return postage will be expensive. Please kindly understand this is a special solution and the biggest offer that i fight for you.

Please let me know if you are happy with the solution. And you can just talk with me here.

*****

Customer Answer
Date: 11/02/2022

Hello,

Please reopen this complaint, the total amount to be reimbursed is $104.36, total amount paid for the merchandises, the merchant is proposing half of this amount to be reimbursed. The reason being, the order came in two packages. Please reopen, once the merchant credits my credit card for the full amount to be reimburse, I will be satisfied.

Regards,

Business Response
Date: 11/09/2022
Dear cus*omer,

Thanks for your message.

Please kindly unders*and *ha* *he *o*al amoun* of order includes shipping fee and insurance, sales *ax. Once you placed *he order, *hese fee have **** paid *o shipping and insurance company and governemn*. So ac*ually, we don' * have au*hori*y and abili*y *o refund *hese fees *o you. However, i consul*ed wi*h my manager. We don'* in*end *o prolong your case and *ruly wan* *o help you *o sovle *he problem. If you are willing *o close *he BBB complain*, we'd like *o give you a fulll refun of order USD 104.36.

Wai*ing for your kind response.

Sincerely,
*****
Cus*omer Service
Customer Answer
Date: 11/18/2022

Complaint: 18291908

I am rejecting this response because: based upon many complaints from other unhappy customers, I will close the BBB complaint upon receipt of full purchase credit. Upon receipt and notification from my financial institution, the complaint will be closed.

Sincerely,

*************************
Business Response
Date: 12/05/2022
Dear customer,

Thanks for your message.

Please kindly understand that we don't have any ** warehouse. Our warehouse is only located in Southern-east *****. If you send the package to the address on your label, we will never receive the prodcuts and can't refund to you.

From previous communications, i understand that you don't want to return prodcuts to *****. Considering you are our valued customer and my mamanger don't want to prolong your case, we'd like to give you a special solution. We'd refund you USD 80.96 and you do not need to return the products to us.

I'm not sure whether you are happy with the solution. Please inform us your decision.

Sincerely,
*****
Customer Service
Customer Answer
Date: 12/09/2022

Complaint: 18291908

I am rejecting this response because: the total amount to be reimbursed is $104.36, total amount paid for the merchandises, the merchant is proposing half of this amount to be reimbursed. The reason being the order came in two packages. Please reopen, once the merchant credits my credit card for the full amount to be reimburse, I will be satisfied.

Regards,

Sincerely,

*************************
Initial Complaint
Date:10/19/2022
Type:Product Issues
Status:
UnresolvedMore 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 these items for an event and the site indicated these items would arrive in time. They were not shipped in time and did not arrive. When I finally did receive the package, the items were NOT as pictured on the website and I started the return process. I was informed they would NOT refund the over $100 return shipping. I have now spend over $200 on this site for items I don't have in my possession anymore and they are refusing to refund.Utterly fraudulent company: want a refund for the items I returned AND the shipping cost.
Business Response
Date: 10/20/2022
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 regret that you may midsunderstand our delivery time which consists of processing time and shipping time. We should send the package to you no later than Oct 4. But for 1023038874777962, the package indeed delay. We sincerely apologize for the inconvenience caused to you.
On not as advertised, please kindly understand that it is inevitable that there is slight difference between the actual prodcut and photo. We are sorry that i can't identify any differnece from your photo.

However, as you are our valued customer, we are willing to give you a refund of prodcut value and bear your 50% return postage. Is the solution accpetable to you?

Waiting for your kind response.

Sincerely,
*****
Customer Service

Customer Answer
Date: 10/20/2022

Complaint: 18245204

I am rejecting this response because: The shipping cost more than the items combined. The items are also completely different from the photo. For example, the one dress shown on the site is beaded and full. I received a dress with strips of tinsel that show the underlining significantly and fell off for the photo. The other dress had glossy gold sequins, and the dress I received is matte gold sequins that also fell off the moment I opened the package to take a photo. The items are NOT what I ordered, are poor quality and were late on top of this. The wording on the site said one of the items would ship in 24 hours and the other in 5 business days. Neither shipped in that time frame.
I will take a full refund for the items AND the shipping as nothing about this order was accurate: the shipping window was incorrect, the dresses were not as advertised and terrible quality.

Sincerely,

*************************
Business Response
Date: 10/27/2022
Dear customer,

We are sorry to bring you a bad shopping experience.

Our company is committed to selling good quality prodcuts in affordable price. From you photos, it really the same as the photo on the website. We are regret to kown that our prodcuts don't meet your expectation otherwise you would not be so angry.

As we truly want to bring you an outstanding shopping experience here and there is a dress indeed delay, we would like to give you a refund of product value + return postage (CAD 74.68 +101.11=175.79) as an exception.

Would you mind advise me if you have any further inquiries before the refund progress?

Waiting for your kind response.

Sincerely
*****
Customer service
Customer Answer
Date: 11/02/2022

Complaint: 18245204

I am rejecting this response because: I accept the refund on shipping. However the total for the items is incorrect. The total as per the screenshot attached is $93.44. I will take $93.44 + $110.11 as a refund.

Sincerely,

*************************
Business Response
Date: 11/09/2022
Dear customer,

Thanks for your message.

Please kindly notice that the total amoun of the order includes shipping fee, insurance and customs duty insurance. These fees have been paid to shipping and insurance company since you paid the order. So we have no ability and authority to refund them to you. Hope to get your understanding.

As you are our valued customer, we have specially apporved your refund request of return postage. We truly suggest you to reconsider our previous offer. If you are happy with it, i will arrange it for you immediately.

Look forward to your message.

Sincerely,
*****
Customer Service
Customer Answer
Date: 11/16/2022

Complaint: 18245204

I am rejecting this response because: Please see the screen shot and the math for the two items is $36.98 + $46.00 = *****. Add the return shipping of $101.11 and the total is $184.09. I will take $184.09, which is less the shipping and insurance of the original claim as a courtesy.

Sincerely,

*************************
Business Response
Date: 11/29/2022
Dear customer,

Thanks for your message.

Our manager don't want to prolong your case and would like to refund you the full order CAD 93.44 and return shipment CAD ****** for your better shopping experience.

As i previous said, we didn't receive the shipping fee and insurance and sale tax and for the return postage, if customer return prodcuts due to client's reason, customer need to bear return postage, which is stated in our return policy. To be honest, it's a totally special solution. So we wonder if are willing to close the BBB complaint and rewrite a new positive review about my service?

Look forward to your message.

Sincerely,
*****
Customer Service

Customer Answer
Date: 12/06/2022

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,

*************************
Customer Answer
Date: 12/14/2022
Hello BBB team!

I hate to bother you again, but I think the complaint needs to the accepted ******************** has been one week since I accepted the solution and the business has not reached out to coordinate the refund they promised. Please help?

*****
Initial Complaint
Date:10/18/2022
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.
Advertisement was for a military style fleece pullover with pocket and flag emblem. Item received was not the same. (No pocket, no flag emblem) Stitching was horrible and material was not fleece. Completely mis-advertised. When I attempted to return the item, I was told that I had to pay the cost of return shipping to *****. The item cost $24.99 and the cost of shipping to ***** was close to that. In effect, I was stuck. The company resolution of a return with me paying postage to ***** offers no solution to their mistake. I felt the BBB should be aware of this business practice which, might just be intentional. Order #****************, Order date 10-3-22
Business Response
Date: 10/19/2022
Dear Customer,

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

We're sorry that the product you received is incorrect from the photo shown on the product page. We sincerely apologize for the problem. We'll take care of this issue, please don't be worried.

First, we need more specific photos/proof to confirm the problem, could you please upload some photos to this message as the following details So that we can confirm the problem as soon as possible and arrange the return procedure.

Here are the photos we need to confirm the problem for the return procedure:
1. A photo of the wrong item you received
2. A photo of the barcode attached to the product packing.
(bar code sample: https://www.lightinthebox.com/download/1037749b-50e3-4cf4-aafe-d88dbe097632)

You can also attached the photo of bad stitches. Rest assured that once the problem is confirmed caused by us, we will take full responsibility.

We're looking forward to your response. Thank you in advance for your patience and cooperation.

Sincerely,
Customer Service
Initial Complaint
Date:10/18/2022
Type:Product 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 mother of the bride dress from Light in the Box and used their fit guide to order the size. I even went one size up just to be sure it would fit. It was ridiculously too small when it arrived. They said they would not refund me for the dress at all. I find this shocking as they are a full web-based company and as we all know, ordering anything online is a risk for sizing. I ordered five different dresses from five different companies and returned four of them with absolutely no issues except Light in the Box. To say I was disappointed in this company's return policy would be putting it mildly. This company needs to fix it's return policy and begin to act like all other web-based clothing companies and make ordering and returning a simple process. To say that I would never do business with them again is too easy. I will make sure I go on every wedding sight on the web and call them out for this policy,
Business Response
Date: 10/19/2022
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.
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 it should be no size matter on "Made-to-order" products.Could you take a photo of the dress lying flat with a readable measurement of Bust,Waist,Hips and Hollow to Floor? I will compare it with our size chart. Rest assured that once the problem is confirmed that the problem is caused by us. We will take full responsibility.
Besides, please kindly note that the US address on the package is not our warehouse but one of distributions of ***** We are sorry that our US warehouse was shut off due to COVID-19. Our only warehouse is only located in *****. Please don't return the products without our approve otherwise we will never receive the return package and refund you.
Waiting for your kind response.

Sincerely,
*****
Customer Service
Initial Complaint
Date:10/17/2022
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 purchase some clothes from this online business call light in the box and little did I know it was a scam a all of the clothes I purchased was photoshopped to show you one picture and send you something not only you didn't purchase but the clothes was way too and I complained immediately was very adamant about a full refund and I have about ************************************************************************************************* to go ahead and keep the clothes now they asking for the clothes back and I told them I gave them away so they try to offer me a 60% and I refuse because I done nothing wrong and I believe there was fraudulent from the very beginning I wanted a 100% of my money and I kept asking them for return label did did not want to send me one so they sent me an email and stating that I will be getting a total refund but they did they sent me $21.63. and ***** out of that $****** this does not add up to ****** one minute they say they're going to give my money back the next minute they're asking for the clothes back so they playing games and I'm all out of games. and because of they told me to go ahead and keep the clothes just giving me a full refund I give the clothes away because it wasn't going to do me any good to keep them it was faded ugly and way too small and they were not what I ordered. so now it just been a constantly run around you seen your email yeah we going to give it back and it's going on 2 months I want my $71 back that would make a total refund the purchase date was Wednesday August 17th 2022 for $******.
Business Response
Date: 10/18/2022
Dear customer,

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

We sincerely apologize for the lack of customer service support as mentioned. However, we will still try our best to assist you in resolving this issue.

From previous communication, i notice that you are willing to keep the jewelry. Then you want to return all the package. May you advise me the reason why you are not satisfied with the jewelry?

Besides, you mentioned before that you get 30 emails from us to get the refund. I totally understand how time-consuming to have back-and-forth emails about the return and refund. However, as you are our new customer and this is your first order, we do not want to destroy a good image in our customer's mind, we'd like to give you a full refund and you do not have to return the prodcuts to us? The remaining refund will be USD 43.95.Please notice that the shipping fee and insurance, tax insurance have been paid to shipping and insurance company, government. We have no authority and ability to refund these to you. Hope to get your understanding.

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. Thank you.

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

Sincerely
Customer Service.

Customer Answer
Date: 10/19/2022

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:10/14/2022
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 have received emails from this company for about two years. I finally decided to order two pants suits and two dresses with jackets. My order was made on September 27th with a delivery date for 5 to 7 days. When I place the order I never received a receipt, an email, or any type of notification. My credit card was charged immediately. After the day 7 I was very concerned trying to find any contact information for the company. After the 12th day I was panicked and canceled the charge on my credit card. After contacting a couple of departments that were incorrect, and me telling them that I had canceled the charge, the company finally contacted me with an order number. I asked them to cancel the order, Since I have not received anything from them and I am very displeased and stressed. I finally received some of the Thin covers, not complete outfits on October 10th. The items do not fit me and I immediately emailed them to for a return label. The company is telling me that I ordered something non-refundable. That was not in their policy. This company needs to be banned from America. Very false advertisement, clothing quality and sizes, and policies.
Business Response
Date: 10/16/2022
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.

Firstly, we want to explain our delivery time which consists of processing time and shipping time. The " delivery date for 5 to 7 days" you mentioned above is just shipping time. We are sorry that you may misunderstand it.

Secondly, we noticed that you placed the order via *******************. So all notification abou the order were sent to this e-mail. We wonder if you check the e-mail?

Thirdly, Please be noted that made-to-order means that all of our Wrap, 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
We are sorry to hear that the Wrap doesn't fit you. If it is convenient for you, could you take a photo of the Wrap measured Arm Circumference, Bust, Shoulder. We will compare it with our size chart. Rest assured that once the problem is confirmed, we will take full responsibility.

Waiting for your kind response. You can also reply me in the ticket 27127271.

Sincerely,
*****
Customer Service
Customer Answer
Date: 10/28/2022
Not completely resolved I paid to ship the merchandise back. I have not received any correspondence from the company yet. Nothing in their advertisement said anything about custom or tailored fit. Just false advertisement. Nothing about non-refundable. And I got no notification through any email address, junk or spam.
Initial Complaint
Date:10/07/2022
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 ordered 5 articles of clothing from an ******** website in August. The cost was $123. Immediately when they came, I was dissatisfied. The fabric, colors and size were not at all like represented. I asked for full refund. They told me to mail the articles to *****, which itself was a red flag since the items came from ************. I paid $44 on Sept 5 to mail to the address they provided in *****. I own a business so I mail things to ***** before, including this district. So I wasn't alarmed that the address was in ***** but just irritated.. I didn't think it was q scam then.. However this it was all sent back and the post office told me that address didn't exist which is why it was sent back. I sent pictures of the package and tracking to Lightinthebox and they said it's my fault and won't refund. I feel like this is a scam. So now I've paid $123 for clothes that are not what they said and $44 on top of that to send to a fictitious address in ***** that they provided. (As a side note, from the beginning of me asking for a refund, which was the same day I got the clothes, they keep saying they would refund half but I could keep the clothes. I declined that because I can't wear them. So I feel this was always a ploy and that they never intended to refund the money,)Depending on the outcome of this, I will seek both relief in court if needed and an injunction from them doing business in America based on fraudulent advertising and violation of contract law, principles of good faith and fair dealing as well as providing false and misleading information for the purposes of furthering a fraud.
Business Response
Date: 10/10/2022
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 i checked our system and your communications with other customer service, I found that you may mistake "DingMei" into "DongMei" on the custom receipt. May be that's the reason why your package was returned. I totally understand how toublesome to return the package. But if our products meet your expectation, there will not be some subsequent returns and exchanges. We sincerely apologize for the inconvenience caused to you.

I notice that we have returned the money to you. The refund was divided into 2 parts (USD 98.96+USD ****). The transaction has been done on 2022-10-09 11:05:56. Could you check your account later?

If you think i have helped you to solve the problem, are you willing to close the BBB complaints? 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. Thank you.

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

Sincerely
*****
Customer Service.
Initial Complaint
Date:10/06/2022
Type:Product 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.
Light in the Box Committed Fraud by false advertisement. They sent me a product that was meant to include an ** memory card but did not. I wrote to their customer support and they gave me a $10 statement credit for lack of inclusion of the ** card. Later when I finally ordered my own card, I discovered that the product they sent me was defective. When I wrote them asking to return the item they informed me I was outside of my window for returning items.
Business Response
Date: 10/07/2022
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 totally understand that how you feel. If I were you, I would be more irritable than you. Waiting for a long time and received missing parts , even found it is defective.
Perhaps our warehouse mistake the prodcuts due to overwhelming orders. Please accept our sincere apology. For your particular situation, we'd like to give you a full refund of prodcut value and shipping fee. If you still need the products, we can arrange a reshipment with correct prodcuts for free.

Please inform us your decision (refund or exchange). 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. Thank you.

Look forward to hearing you. Wish you a nice day.

Sincerely,
Customer Service

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Light In The Box is NOT a BBB Accredited Business.