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Business Profile

Online Retailer

Light In The Box

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

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

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Light In The Box has 2 locations, listed below.

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    Customer Complaints Summary

    • 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The sizing was grossly off based upon the size chart listed online. Additionally, the costume was not as described and was supposed to have padded but had none.

      Business Response

      Date: 03/21/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

    • Initial Complaint

      Date:03/19/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Details:Date of transaction - 02/06/2025; placed order Date of shipping arrival - 03/01/2025 & 03/06/2025 Tracking Numbers: ************************** & ************************** Refund policy: ************************************************************ Issue: I requested a refund within the 30days and was first offered a 10% refund as an automatic response to my request. I waited for the reply from the company as Light In The Box asks you to make a request for a refund. The following day I received a response stating they were will to give me a one time 50% 'reward' or I could receive a 30% cash refund if I provide pictures. However, their return policy states that you may return dresses within 30days, with attached tickets as long as the items are unworn which is the case with my return. I am requesting a 100% refund to the original form of for the 3 dresses and the $19.99 shipping insurance. I believe the $53.14 is excessive for shipping but I am willing to forgo that. All items did not match the pictures on their website. I will keep the shirt as I did not make my original request about the shirt even though it also does not match the picture on their website. Thank you in advance for any help in this refund .

      Business Response

      Date: 03/21/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

    • Initial Complaint

      Date:03/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Told the company the wedding was off. Didn't want the outfit. They say oh it's on the way. ********. Says it's made specifically. It's a regular size 16. That's not made to order. They did this to me once. I was stupid to order another outfit. Now I'm stuck with 2 outfits that don't fit. I definitely am obtaining my lawyer. They obviously do this to everyone

      Business Response

      Date: 03/03/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

      Customer Answer

      Date: 03/03/2025

       
      Complaint: 23007932

      I am rejecting this response because: The company is still telling me I can't get money back because it was custom made. I told them before I received it I wanted to cancel. Putting down a size 16 is not custom made. It doesn't even fit me. Thus is a terrible company and people need to know this.

      Sincerely,

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

    • Initial Complaint

      Date:02/26/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered two outfits that arrived weeks later because they shipped from *****. The fabric is thick and hot polyester with similar cut to website images but absolutely horrid. Trying to return is impossible! They instruct you to download the app just to make a return. Upon doing so, I click on return options which is really a bunch of hoops of help information that is completely unhelpful. I un-installed the app because it seems like it's a China company trying to steal my data. I can not get ahold of a human via email and there is no phone number. There is no return address and looking the company info up online, it says they have business in ***** and **********. I just want to return the two outfits and get my $80 back. Thank you!

      Business Response

      Date: 02/27/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

      Customer Answer

      Date: 02/27/2025

       
      Complaint: 22992611

      I am rejecting this response because:

      You have not given me the return labels or at least an address! I am now calling my credit card company.

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

      Business Response

      Date: 03/06/2025

      Hello ******* *******,

      We genuinely regret to hear about your decision to return the item(s). We hope this won't restrain you from being our valued customer in the future.

      Regarding the return, unfortunately, we don't offer a return label service currently. We would appreciate your cooperation to return the item(s) to our Asia warehouse following the below return instructions, return usually takes an estimated delivery time of 24 weeks. Upon receipt and inspection of the returned item(s), a refund of USD 58.98 will be processed.

      For a successful return, please ensure the item meets the below requirements. If these conditions are not met upon inspection, please understand that a refund will not be processed.
      In its original packaging with all tags attached, if included.
      Must be never worn outside, unwashed, and free of any hair, makeup marks, or perfume scents.

      Return Instruction
      Please follow the steps below to return; otherwise, you may not receive a refund or replacement properly.

      1. Please write Order Number 82928264 on a sheet of paper and include it in your return package.

      2. Please use the cheapest trackable shipping method at the post office. Mark it as "Returned Goods". Avoid expedited services like ************* to prevent customs clearance issues that may affect your refund/replacement. If reusing the original package, please remove all original labels.

      3. Please note that the responsibility for return postage lies with you.
      Typically, return postage for 1-2 kg package: $10-$40. Shipping costs vary based on quantity, weight, and local post office rates. If the postage exceeds half of the item price amount, kindly reconsider the previous keep solutions or reach out to us.
      Opting for the cheapest tracking service to return, we could issue a reward equivalent to 50% of the return cost (e.g., if postage is $20, you'll get a $10). This reward can be used for subsequent purchases.

      4. Return Address
      Name: *** ***
      Address: ******************************************* (Dongguan HeRui Supply *************************.)
      City: Dongguan
      Country: *****
      Postal Code: 523000
      Phone: ******************* (Chinese Only)

      5. [MUST DO]: Upon returning your item within 7 days, kindly complete the Return Package Information (e.g., Tracking Number) on the "order detail" page. This will facilitate the efficient and accurate identification of your package. Access the page here: Order Detail (If you're unable to fill in the record, please reply to us with the Tracking Number, Carrier, and Receipt.)

      Feel free to contact us if you encounter any difficulties during the return process.

      Thanks in advance for your cooperation and ongoing support.

      Kind regards,
      *****
      Customer Service

    • Initial Complaint

      Date:02/25/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [[BBB transcription via mail, see attachment for complete complaint details]]Order (2) Aliens Swetshirts for 2 of my brothers on their birthday have bank statement saying "Light in the box only received one, have my bank withdrawal for "Light in the box"

      Business Response

      Date: 03/06/2025

      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.

      In order to solve your problem, would you please provide your e-mail address used in purchase and order number, so that we can target to arrange a solution as soon as possible?

      Sincerely
      *****
      Customer Service

    • Initial Complaint

      Date:02/10/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction January 22, 2025. Amount of money paid to the business $69.98. Was suppose to receive my order of a quality jacket by Feb 6th, It is now Feb. 10th haven't received anything. I'm very concerned. Order was place, paid for, and submitted successfully. Order appears to have never shipped and I have not received anything. I want a refund on the order I never received.

      Business Response

      Date: 02/11/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

    • Initial Complaint

      Date:02/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Received a damaged package with cuts and cut coat inside unopened package I immediately took pictures sent to them they kept stalling I have copies of several emails finally they said it was our fault for accepting package which we didn't it was left outside which is there shipper there problem. They shouldn't be allowed to do business this way. I used ******

      Business Response

      Date: 02/10/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

    • Initial Complaint

      Date:01/17/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Completely unsatisfied with the items I ordered from this company. Poor quality and way too small. I ordered 2XL and the items would possibly fit a size medium. Hard to get in touch with them about returning items and getting a refund. Then they will not pay shipping cost after I paid shipping cost to get items here. Then they offer you a percentage of what I paid and just keep the products. This is not acceptable I want a full refund and they pay shipping to return. They are based in ***** had I known this I would not have dealt with this company. ITS A BIG SCAM!!

      Business Response

      Date: 01/20/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

      Customer Answer

      Date: 01/21/2025

       
      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:01/13/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/22/2024, I purchased several items from Light in the Box online business. A few days later, I was notified of the shipping. Later, for some unknown reason, I received another message indicating that the package was being returned to the sender. I do not why the unreliable US post office decided to return the package. Later, upon contacting the business and the verifying my address as indicated on the purchase order, the customer service representative indicated that I would need to pay $92+ for shipping of my package. The representative also refused to issue a full refund indicating that their policy does not qualify me for a refund. I feel like I was unfairly taken advantage of for the error that was done at the post office. I would like a full refund ($157.96). Thank you

      Business Response

      Date: 01/14/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

      Customer Answer

      Date: 01/17/2025

       
      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:01/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/24/2024 I ordered and paid Light In The Box $73.96 for three sets of LED Desk Lamps. My complaint is as follows.1. It took an inordinate amoutn of time to receive the product 2. The product is cheaply made and not as their website describes 3. The product packaging was severly damaged in transit 4. The product does not function as described

      Business Response

      Date: 01/10/2025

      Dear customer,

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

      I am so sorry for the inconvenience caused. Now you will receive personalized assistance quickly. 

      I have created ticket # ********* for your issue. The ticket message will be sent to your email related with LITB account. Please review it, we will be waiting for your response.

      My pleasure to help you!

      Sincerely, 
      *****
      Customer Service ********************

      Customer Answer

      Date: 01/10/2025

       
      Complaint: 22788502

      I am rejecting this response because: I am dissatified with the product and their customer service. I demand a full refund.

      Sincerely,

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

      Business Response

      Date: 01/16/2025

      Dear ******,

      Thank you for your message.

      Please do not worry, we are here to help you.

      Can you please confirm the quantity of items that are not working.

      As per your message on a pervious ticket, you confirmed only 1 item was not working.

      Awaiting your response.

      Sincerely
      *****
      Customer Service.

      Customer Answer

      Date: 01/16/2025

       
      Complaint: 22788502

      I am rejecting this response because:

      This business uses tactics that are misleading. Online advertising promote cheaply made items as exclusive. Their product support is evasive and they agressively pressure customers to accept partial refunds so the business does not have to pay for return shipping costs. I will never do business with this company in the future.

      Sincerely,

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

    Light In The Box is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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