Complaints

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

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  Light In The Box

  Portland, OR 97250-9606

• 

  LightInTheBox

  Houston, TX 77040

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:10/05/2022

  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 purchased a dress on LightintheBox website for my son's wedding. I use the last I had to purchase it for such a special occasion. I received the dress on September 30, 2022 and the dress was not what I expected. After that, I immediately went on the site showed receipt of the item and began the process of returning or exchanging the dress for a refund or a credit to purchase another dress. The dress was unworn and in the condition that it was sent with the tags. After processing my request I was told that I could not return the dress. Per return policy considering that it was wedding/event item it was made to order and they could not process my return. The only option they gave was a 30% refund on a $195 dress or 40% credit reward. Unacceptable and I am highly disappointed and unsatisfied. Poor customer service and will not purchase anything else from this site!!!!

  Business Response

  Date: 10/06/2022

  Dear ******,

  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 ******** has helped you to solve the problem with 75% refund of product value. We are glad to hear that you are willing to accpet our solution.

  Please check the return instruction below.
  [REQUIRED]: Please REPLY to this ticket in 7 days with (a) ****** ***** (b) ****** Carrier, and (c)Tracking Number. So that we can keep this record in our system.
  
  1. Please Write down the ORDER NUMBER: 58898035 on the paper and include it with your return package so that the warehouse staff can recognize your order.
  
  2. Because we don't have the return label service, please use the cheapest tracking service of the POST OFFICE to return the parcel to *****, and **** it as "******ed Goods" (Sample: http://litb.cc/l/rFCz ) to avoid it being destroyed by the *************** Also, we're UNABLE TO accept packages from the Express like DHL ******************** etc.
  
  3. Please understand that you need to cover the return postage. If you would like to use the original package to return, please REMOVE the original labels to avoid misunderstanding by the custom/carrier.
  
  4.****** Address
  
  Name: TianGuiChuan
  Address: 3rd Floor, No.1 workshop, DingMei Manufacture (Old Industrial Area),No. ************************************************ style="font-family: "sans serif", tahoma, verdana, helvetica; font-size: 12px;">City: *******
  **************
  Postal Code: 314000
  Phone: **************** (******* Only)
  
  [REQUIRED]: Please REPLY to this ticket in 7 days with (a) ****** ***** (b) ****** Carrier, and (c)Tracking Number. So that we can keep this record in our system.

   

  Since it is a special solution, if you think ******** has helped you to solve the problem, are you willing to close the BBB compaints?

   

  We appreciate your cooperation and support.
  
  Sincerely,
  Customer Service

   

• Initial Complaint

  Date:10/04/2022

  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.

  Ordered two dresses from the company Both were not even sewn together properly, one of the dresses had a ruffle halfway sewn, other half just hanging. Research prior said refundable

  Business Response

  Date: 10/05/2022

  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. As previous communication with other customer service, we will accept your return request and bear your return postage. You just come us with the recepient of the reurn postage and we will refund you. 
  
  Again, we sincerely apologize for the inconvenience caused to you. Due to high demand of the products, It may be accidentally missed during the production. I have reported the issue to my manager and asked our quality assurance department to check more carefully.
  
  Please check the return instruction below.
  [REQUIRED]: Please REPLY to this ticket in 7 days with (a) ****** ***** (b) ****** Carrier, and (c)Tracking Number. So that we can keep this record in our system.
  
  1. Please Write down the ORDER NUMBER: 58864573 on the paper and include it with your return package so that the warehouse staff can recognize your order.
  
  2. Because we don't have the return label service, please use the cheapest tracking service of the POST OFFICE to return the parcel to *****, and **** it as "******ed Goods" (Sample: http://litb.cc/l/rFCz ) to avoid it being destroyed by the *************** Also, we're UNABLE TO accept packages from the Express like DHL ******************** etc.
  
  3. If the return postage of the cheapest service in the post office is even higher than the refund amount, please contact us to confirm the return procedure first. If you would like to use the original package to return, please REMOVE the original labels to avoid misunderstanding by the custom/carrier.
  
  4.****** Address
  Name: TianGuiChuan
  Address: 3rd Floor, No.1 workshop, DingMei Manufacture (Old Industrial Area),No. ***************************, Xiuzhou District
  City: ************************************************
  Phone: **************** (******* Only)
  
  [REQUIRED]: Please REPLY to this ticket in 7 days with (a) ****** ***** (b) ****** Carrier, and (c)Tracking Number. So that we can keep this record in our system.
  
  We appreciate your cooperation and support. You can also reply me in the ticket 27047976.
  
  Sincerely,
  *****
  Customer Service

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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.

  September 19, 2022 The purpose of my complaint is to warn consumers not to do business with this company.Products arrived 2 + weeks after ordering. Customer pays for shipping.Returns are arduous and almost impossible and can cost more than the cost of the product

  Business Response

  Date: 10/05/2022

  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 notice that our delivery time consists of processing time and shipping time. We promise to send your order no later than 2022-09-27. And the estimated delivery date is no later than 2022-10-11. Actually, your package was shipped out on 2022-09-24 and arrived on 2022-10-04. Your package wasn't delayed. Perhaps you may misunderstand our delivery time.
  
  As for the return, we are sorry that if customer want to return the products due to customers' own reasons, eg. don't like it, buy wrong sizes without checking size chart, etc. , customer needs to bear the return postage. I totally understand that the return postage is indeed expensive. However, as you are our new customer, and this is you first order, we would like to recommend you to keep the order and give you a 70% refund of product value without return. Is the solution acceptable to you?
  
  Waiting for your kind response. You can also reply me in the ticket 27047772.
  
  Sincerely,
  Customer Service

• Initial Complaint

  Date:10/02/2022

  Type:Sales and Advertising 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 2 dresses from this company. I received no updates as to when I would receive the items. As a matter of fact, they told me I had no orders. But it's charged to my credit card. I'd like the entire transaction taken off my card. I wish I had checked the company with you before now. ****** learned.

  Business Response

  Date: 10/04/2022

  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 notice that our delivery date consists of processing time and shipping time. Although it is a holiday in ***** now, your package will be shipped out no latter than Oct 9th. Your dresses are still in process so there is no logistics track. Once the package will be sent, you will receive an e-mail. To be honest, after you paid the order, we will also send you an e-mail to confirm the order. Perhaps you may miss the message. 
  
  Besides, i searched our system and found no tickets under your account. May you tell me who told you that you had no orders? If it is convenient for you, could you send me the screenshoot of the communications?
  
  If you want to cancel the order, we would lilke to give you special offers to keep the order:
  a) get a 30% rewards of item value which you can use in you next purchase
  b) get a 20% refund of item value which equals to 20% discount of the product
  
  However, if you insist cancel, we can also accpet your request and arrange as soon as possible.
  
  Please inform us your decision and look forward to your reply. You can also reply me in the ticket 27040295.
  
  Sincerely,
  *****,
  Customer Service

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18155380
  
  I am rejecting this response because:I shouldn't have had to go thru this. Please cancel the order period. Thank you.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2022

  Dear *******,

   

  We sincerely apologize for the inconvenience caused to you. 

   

  I found that we have refunded the order to you. The money has been returned to you on 2022-10-05 13:42:22. Could you check your account later?

   

  Usually, we will inform customer that the order has been placed successfullly after you paid the order. We are sorry that you may miss the message. If there is no subsequent update means we are processing your order. Sorry for you waiting our messages so long. 

   

  If you think i have helped you to solve the problem, are you willing to close the BBB complaints. I would be much appreciated about that. 

   

  Look forward to hearing from you.

   

  Sincerely,

  *****

  Customer Service

  Customer Answer

  Date: 10/14/2022

   
  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,
  
  ***************************

• Initial Complaint

  Date:09/25/2022

  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.

  Hello, MY name is *******************************. I ordered and received Three pairs of Cilool New Fashion Bead Flower Round Toe Flip-Flop Sandals .They were too small . Wanted an exchange for a larger size. Tried on several occasions to get an exchange via E-Mail with no results. Very frustrated I said I wanted a refund. Order date June 10, 22. Sent sandals back to ***** July 25, 22. Through the ************* **************** Tracking # LH175237079US. All information I E-Mailed LIGHTinTHEBOX .My order came to around $128.97. Price per pair $42.99. Cost to return, $44.75. Please refund to my Master Card account ending ****. Please respond as soon as possible DEEPLY APREACIATED. SINCERELY, ******************************* ************************* .

  Business Response

  Date: 09/26/2022

  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. 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. We sincerely apologize for the inconvenience cuased by our unfit products.
  
  We have received your express information. Due to our warehouse located in *****, the shipping will be slow.Usually, we refund customer after we receive the return package. And we can only refund you the product value and shipping fee USD ******. Please understand that insurance and sale tax have been paid to insurance company and government since you placed the order. Is the refund acceptable to you?
  
  Waiting for your kind response.
  
  Sincerely,
  Customer Service

  Customer Answer

  Date: 10/06/2022

  Dear ****, I recently filed a complaint against LIGHTinTHEBOX. Gave you all the information you requested. Thankfully LIGHTinTHEBOX responded shortly thereafter. ***** a Supervisor contacted me from LIGHTinTHEBOX and asked if I would accept a certain amount other then what I paid. She said it was a matter of insurance paid from my paid amount, that's why I would get less back. Not to mention it cost me $44.75 to send my parcel back to *****. My Sandals : three pairs cost $128.97. Needless to say I accepted her amount she offered LIGHTinTHEBOX did not respond to my Email . I want to know when I will receive my money and will it go back on my Master card? VERY HARD TO GET IN CONTACT WITH LIGHTINTHEBOX. EXTREMELY FRUSTRATING . THIS MATER HAS BEEN GOING ON SINCE JULY. PLEASE RESPOND! FRUSTRATED, ******************************* .

  Business Response

  Date: 10/12/2022

  Dear customer,

   

  Please understand that if you want to return products due to customer's reason, like bought wrong size without checking the size chart, you need to bear the return postage. We are sorry for the inconvenience caused to you. 

   

  And we usually refund customer after we receive your return package. But according to the tracking info you provided us, we found that the package was still in transition. As you are our valued customer, we really want to regain your trust on company, we'd like to give you a full refund of the order USD 125.44. 

   

  I've applied a refund request in our system.It may takes 1-3 business days to complete the transaction. 

   

  If you think i have helped you to solve the problem, are you wiiling to close the complaints after the refund has been done? 

   

  Sincerely,

  *****

  Customer Service

  Customer Answer

  Date: 10/19/2022

  Dear Sirs, Without  your help I doubt very much this issue would be resolved. Can't  thank you enough!  You're the best!   Sincerely, ******************************;