ComplaintsforLight In The Box

• Initial Complaint

  05/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ORDER THIS WIG ON 5/9/21 AND PAY $22.93 FROM MY ACCOUNT AND ON 5/24/21 THE SAY THE CAN NOT FOUND MY ORDER AND I GAVE THEM MYORDER NUMBER IT IS ***************** THEY CAN SEND MY ORDER OF MY $22.93

  Business response

  05/27/2021

  Dear *************************,
  
  This is ******** Service Supervisor. I would like to help.
  
  We have found out your order #******** under your account. But we are afraid that you might mixed it up with other orders. This order was placed on May 20th, not on May 9th. We appreciate your understanding in advance. 
  
  This order was shipped via ** Priority Line-FTE-FC on 2021-05-20. The tracking number is **********************. Delivery normally takes business days: **** / calendar days: 8-14. 
  
  Note: The online tracking information may be updated slightly later than the actual shipping situation, we appreciate that you can be patient while waiting for the updates.
  
  Tracking link: http://www.17track.net/en/track?****=**********************
  
  So you shall receive this package no later than June 3rd, which is 14th days of shipping. Please be kindly waiting. 
  
  
  To avoid your concern, I will keep this ticket open till you receive the package. If you don't receive the package by June 3rd, please contact us again as soon as possible. We'll then contact the shipping company for you. 
  
  Your kind patience and understanding are highly appreciated.

  Customer response

  06/28/2021

   
  Complaint: 15499007
  
  I am rejecting this response because:

  on may 19/21 i order a wig from this company on 5/24 i went to check on the shipped and it stated i have no order so i sent a message to then and they keep on saying the same thing so i said to them i have my bank behind me said you receive the money from my bank, i want my money or my order and i gave them my order number ok they receive it but the wig i receive was not the wig i order that wig look like it came from the trash can my wig had a headband around it no headband no where on this wig so i ask them where do i return this wig it not what i order i want to return this wig and receive my money back.
  
  Sincerely,
  
  *************************

  Business response

  07/01/2021

  Dear *************************,

  
  We are really sorry that the wig doesnt meet your satisfaction. We will take full responsibility for it after confirming the problem.

  
  We asked if you could send us some pictures to show the wig you received, so we can verify the problem. Unfortunately, we did not receive your further reply until now. Would you please take a little time to provide us photos to show the problem of the wig received? Once we confirm the wig was not as advertised, we will help you return it back for a full refund at our expense.

  
  Thank you for your kind cooperation in advance. We are looking forward to hearing from you.

• Initial Complaint

  05/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against the company due to not issuing my refund, or responding a timely manner. The order was placed and cancelled within second of each other. I have emails to prove this. They shipped it anyway, I began emailing, logging in to their site and placing dispute tickets asking them to stop the transaction, return the product and issue a refund. This has been going on beyond eight days now. I continue to received brief response, once a day giving me the run around and no resolution. There is no phone number to contact anyone. I have asked multiple times for someone to contact me. They continue to ask me to complete all these steps, provide one piece of information and then closed the ticket today without my approval. I was informed to escalate it I needed to respond on their website, I did. And received yet another response I can't do that and it has be via email. I cannot get customer service or management to address or remedy this matter.

  Business response

  05/27/2021

  Dear ****** ****,
  
  This is Customer Service Supervisor. I will follow up your case. 
  
  We regret to hear that you will not keep this order. But please be noted that we did not receive any cancellation request from you before shipment occurred. We are afraid that you might send the cancellation request via an incorrect way. 
  
  But we'd like to help you resolve the problem and return the order back for a refund. Please be advised that usually we can only refund you products' price only due to our policy. While the return postage will be at your cost and the original shipping fee is non-returnable because it was paid to the shipping company. 
  
  However, considering you are new to our website and not familiar with our policy, I'd like to provide a better solution for your case: We will add the original shipping fee to your final refund. So we will refund you full order price USD 215.72 after we receive the return package. And you only need to pay for the return postage. It is the best offer for you. 
  
  
  Please return the item back according to the following return instruction: 
  
  [Required] Please REPLY to this ticket in 7 days with (a) Return Date, (b) Return Carrier, (c)Tracking Number. So that we can keep this record in our system. After we receive your package, we'll do the quality check first, then process the refund of USD 215.72 if everything is fine. 
  
  1. Please Write down the following information on the paper and include it with your return package. 
  
  ORDER NUMBER : ****************
  
  2. Please use the cheapest tracking service of the POST OFFICE to return to China, otherwise, the package will get stuck in Custom Office and we couldn't be responsible for it. We'll also NOT accept packages from express like DHL, FedEx, etc. 
  
  3. If you would like to use the original package to return, please REMOVE the old labels showing the parcel first arrived from China and the STICKERS indicating the product must be customs cleared. 
  
  4. Kind Reminder: Please make sure the returned item is in brand-new condition, unused and with original tags and packaging so that it can pass the Quality check and the refund could be processed without any problem.
  
  5. 
  Return Address (********)
  Name: *** *********
  Address: *** ****** ******** ** ***** **** ***** ****** ****, (******** HeRui Supply Chain Management Co., Ltd.) Gaobu Town 
  City: ********
  Country: China
  Postal Code: ******
  Phone: +**************** (Chinese Only)
  
  We're waiting for your reply with (a) Return Date, (b) Return Carrier, (c)Tracking Number. Thank you in advance for your understanding and cooperation. 
  
  Sincerely,
  Lightinthebox Customer Service

• Initial Complaint

  05/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered two dresses from Light in the Box. When I ordered them, I was under the impression that they could be returned if they did not fit. They told me I cannot return them because they were “made to order.” I did not request a dress with my specific body measurements, just a standard size 16. I am currently out $321.90 because of dresses that I thought I could return if they didn’t fit. I think in all fairness and good business, they would allow a return and a refund. Needless to say, I am very disappointed and will not order from this company again. I only have one order confirmation. This was the only correspondence that I received after I placed my order. There was no receipt in the bag when I received my items. This confirmation is attached.

  Business response

  05/23/2021

  Dear ******** *********,
  
  This is Customer Service Supervisor. I regret to hear that you wanted to return both dresses. 
  
  Please be advised both of your dresses are "Made-To-Measure". It means that we did not have any dress in stock. After you placed this order, we asked the suppliers to tailor two NEW dresses for you specially. We also state the following information on the product page:
  
  ?This is a Made-To-Measure item, which is produced one by one. All sizes and color choices, including all custom measurements, require additional tailoring time.?
  
  So based on our policy, usually we could not accept return for any non-quality Made-To-Measure products. You can check the return policy statement in following link.
  https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
  
  
  However, considering you are new to our website and not familiar with our policy, I'd like to deal with your case as an exception this time. I may offer you following new solutions:
  
  1. You may return both dresses back to our Chinese warehouse for a refund of products' price USD 263.48. We will process the refund after we receive the return package. Please understand the return postage will be at your cost and the original shipping fee/insurance fee/tax fee are non-returnable because they were paid to the shipping company or insurance company. 
  
  2. We'd like to refund you 50% products' price which is USD131.74 as special discount to keep both dresses. You may try to have them altered to your preferred fit. 
  
  Please kindly consider it and tell us which solution you prefer to take. We are looking forward to hearing from you.
  
  Sincerely,
  Customer Service

*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. ↩