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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

    • 441 total complaints in the last 3 years.
    • 75 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:11/17/2024

      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.
      So I ordered a suit for my husband for a Christmas party and a matching dress for me on November 12th. I paid about $212 and on the 14th I received an email stating my order has been expedited clicked on the tracking link and said it was processing. I was trying Togo back to the website and browse but says page can't be reached. I go to the email sent to me to track order says page can't be reached. Even downloaded the app and it won't open anything it's just shows loading sign. I am now a bit nervous that I have been scammed because why is the website no longer available? I would like an updated email on my order with a tracking number that works. It's definitely scary when none of the links in the emails work and I can't even contact customer service.

      Business Response

      Date: 11/18/2024

      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 # 103228981 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:11/02/2024

      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.
      Ordered 2 size 2X shirts and when they came they were no larger than a medium size though labeled 2x. Light inThebox instructed me to return to an address in ***** via **** *** shipping charge was $200 which LightinThebox said I was to pay. Ordered on 10/15/2024. Cost was $77.91. Do not think it practical nor fair that I pay $200 for a refund of probably what will be less than the $77.91 that I paid for the order because of their labeling and shipping error.

      Business Response

      Date: 11/04/2024

      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:10/30/2024

      Type:Product 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.
      I ordered 2 mens shirts on 10/22/24 and received both. One was $21.99 the other $6.49. Total $40.79 with tax and shipping. My son didn't want them and wouldn't try them on. I went back to website to start a return. They make that rather difficult to do. They responded with percentages off they would give me if I ordered other items. I looked a bit but decided I wanted my money back. They told me I had to pay all the postage back to ***** - or I could keep the shirts and receive a 60% credit on my card. It IS nice to donate new clothing but I feel I should be offered the entire amount - minus postage - back. It's not that much money but what if I had ordered a couple hundred dollars of clothing? Not a good business practice.

      Business Response

      Date: 11/01/2024

      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:10/22/2024

      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.
      The product I ordered was a far cry from the product I received. The fabric was cheap and the color was dull. The dress was poorly made and ill-fitting. The dress has not been worn at all and they refuse to give me a refund.

      Business Response

      Date: 10/23/2024

      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:10/21/2024

      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.
      An awful time. We ordered a blazer which my husband had to return due to size and they still have not refunded our money despite repeated attempts.

      Business Response

      Date: 10/22/2024

      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: 11/01/2024

      Hi I unfortunately still have not received my refund. Thank you.

      Business Response

      Date: 11/14/2024

      Dear Kayla,

      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.

      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 will try our best to provide our service to you and adequately handle this problem.

      Please note that we have automated system at our warehouse that captures the return packages, and we have not yet captured the return of your package.

      If you can provide the return tracking number, we can search your package manually at the warehouse and proceed with your refund process as promised.

      Awaiting your response.

      Regards,
      *****
      Customer Service

    • Initial Complaint

      Date:10/17/2024

      Type:Product 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.
      I ordered a 3-pice evening pant set from Light In The Box *** and they refused to refund my money after I complained of the poor quality of the garment. The price was $203.74, including shipping. It is not evident when ordering that you will not receive a refund for evening wear! What's that all about? Never would have ordered if I realized that it was non-returnable. A neighbor has also experienced the same problem after receiving a dress and jacket that didn't match! Also, for the few items that you are allowed to return, you have to go through so many hoops after downloading their app! Horrible business that I wouldn't recommend to anyone!

      Business Response

      Date: 10/18/2024

      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:10/15/2024

      Type:Product 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 procedures it takes to get a refund from this company is ridiculous. I have been trying out for 14 days and cannot reach them. They will text me back and offer me 20% off the item I am trying to get a return on they still havent given me whats called a ticket number that I need in order to email them again they want pictures I give them pictures please I need your help what I received it was nowhere near the photograph that I saw when I ordered two of these products please help!

      Business Response

      Date: 10/16/2024

      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:10/10/2024

      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.
      I ordered an in-shoer mat that has not been delivered although I paid on my **** card which was debited $52.03

      Business Response

      Date: 10/11/2024

      Dear customer,

      This is Megha, supervisor of customer service, Lightinthebox.

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

      I have created ticket # 103149445 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, 
      Megha
      Customer Service Lightinthebox

    • Initial Complaint

      Date:10/03/2024

      Type:Order 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 problem is the product not what it showed not able to reach them and not able to do all the prompts to get a return please help me !

    • Initial Complaint

      Date:10/01/2024

      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.
      I purchased, paid for clothing from Light in the Box, that I have never received. When I go to my orders, it shows delivered on orders that I clearly marked undelivered, never received.

      Business Response

      Date: 10/01/2024

      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

      Customer Answer

      Date: 10/02/2024

       
      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,

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

    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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