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:09/28/2024

  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 accepted its afterpay offer I thought was a **urtesy. Instead, without warning, it ran a hard credit inquiry! - when I am trying to improve my credit s**re!:( The rain**at had 10 loose threads hanging off the garment & the material is translucent cheap c*** Its US Size 6 fit like a tent with arms 4 inches beyond my hands - and I am tall - 57! I emailed for directions to return it. Then called & texted. Crickets. I asked for a return label. No response. I finally reported it to my credit card ** & am waiting for a total refund including shipping. I want to get rid of this but have no idea where to send it!

  Business Response

  Date: 09/30/2024

  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 # 103125191 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

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22352030
  
  
  
  I am rejecting this response because:

  2 reasons:

  A. The merchant appears to offer me a quid pro quo: If I remove my complaint to BBB, then they will not charge me to mail the unwanted garment back to them. I get to keep a garment I have no interest in ever using. 
  

  B. The merchant’s business conduct is fraudulent and harmful/hurtful to consumers. Consumers deserve to be warned.

  
  
  
  Sincerely,
  
  
  
  Elizabeth Decordova

  Business Response

  Date: 10/11/2024

  Dear Elizabeth,
  
  Thank you for your message.
  
  Considering your particular situation, we'd like to offer you a special solution:
  
  A full refund USD 39.98 and you do not need to return the product to us.
  
  We never force our customer to change the reviews.
  They change the reviews based on the service and satisfaction they receive.
  
  If you do not want to change the review, its ok, but we are still willing to help you resolve the issue.
  
  Please inform us your decision and look forward to your reply. Have a nice day.
  
  Sincerely
  Megha
  Customer Service.

• Initial Complaint

  Date:09/18/2024

  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.

  The clothing I ordered came in and did not fit. I need to return it for a refund. The website they use is not working and will not take my information. I have tried several times. I cannot find a way to contact this company.If you can assist in resolving this issue, it would be most helpful.****** *******

  Business Response

  Date: 09/19/2024

  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:09/09/2024

  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 want to cancel order made an hour ago. They don't tell you they're from *****. I bought one shirt from *****, not this company. I didn't know. It took over a month to get, looked nothing like photo, they ignored 30 emails asking to cancel, they lied, gave fake tracking numbers and I swore no more foreign places. I didn't know this was china. Same issue, lightinthebox won't cancel,saying shipped. It's not shipped, they lie

  Business Response

  Date: 09/10/2024

  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:09/07/2024

  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 the product on 7/22/24. I returned it promptly about 2weeks later. I paid $96.45. I have not received the refund to date. ALL their supposed help customer service #s are non existent. That means when I clicked on customer service phone numbers there werent any #s Displayed at all! They have a robotic help line that is useless!. Id like to alert others n get my refund in full. Can you help me?

  Business Response

  Date: 09/10/2024

  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

• Initial Complaint

  Date:08/24/2024

  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.

  8/17/24 I ordered a mother of the groom dress, options to custom order or pick a size, I picked a size, did not ask for customer order. Arrived in a small box crushed along with a wrap I orderd. Dress was inside out, looked worn, wrap was poor workmaship, sewn together innappropriately, looks cheap, threads hanging off of it. Company online "LIGHT IN THE BOX" I am trying to return for refund,no customer service contact information, keep getting message that I ordered custome size and they want to make it again for me! I am trying to contact a person about this, keep getting dead ends with their website, no way to talk to anyone to explain. Looks like others having this problem, please look into this company and assist with my refund if possible. Terrible to take advantage of people like this, especially for an important occasion where I dont have a lot of extra money to spend. I don't want to loose my money, want my credit card information off of this site!

  Business Response

  Date: 08/26/2024

  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: 08/26/2024

   
  Complaint: 22190523
  
  I am rejecting this response because: LITB responded only to say that I sent them measurements, I did not.  They are saying it was custom made and I did not ask for that, I ordered a normal size as the sight states you can do.  They also state that they are an overseas company and that I have to pay all shipping charges, but they will not refund me because it was custom made.  I do  not accept this, and they do not state that they are an overseas company on their site, if they did I would not  have bought anything from them.  I do not support overseas companys who take advantage of people.  The dress came crushed into a very small box, along with a wrap I ordered that was terribly made, cheap material and also crushed and wrinkled.  The dress is wrinkled and there are threads hanging off the wrap.  The dress also came inside out as if someone had worn it and they just threw another tag on it.  I have not worn it, I have not removed any tags, it is all in its original packaging.  I do not accept that I cannot get a refund from this company!  please have company refund my money.  I have reported this to my credit card company as well. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/06/2024

  Dear ******,
  
  As per your confirmation.
  
  We have initiated the refund of USD ****** ******************* is non refundable), as per your request.
  
  The refund will be sent to your card which you used to pay for this order. It usually takes 1-3 working days to be processed by us. However, please kindly note because this is a transnational transaction, it will take a few more days for you to receive the refund, you may refer to the following link about the refund processing time: ***************************************
  
  Please feel free to get in touch if you need further assistance, we are glad to help!
  
  If you are satisfied with my service, will you please inform BBB that the issue has been resolved and write a positive review about our service and let other customers know the case had been handled by me.
  My name is *****.
  
  Sincerely,
  *****
  lightinthebox.com ****************

• Initial Complaint

  Date:08/14/2024

  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.

  The transaction date was around Aug 4, 2024. The dress does not fit me so I requested a refund including a shipping label. They ask me to take pictures of the dress and measurements. I sent the pictures and the measurements they have. Upon me doing what they requested I was later told they don't do refunds. I am not pleased with this company. It was my first time ordering from them. I need to return the dress and ** said I do need a shipping label from the company to return. I need your help in pertaining to my complaint and get the label and my money back. Thanks in Advance. I look forward in hearing from you.

  Business Response

  Date: 08/15/2024

  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:08/09/2024

  Type:Service or Repair 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 spent 225 on 5 suits and they were poorly and cheaply made. I sent serval emails showing and explaining the quality and color was not the same as on website, they offered me a coupon for my next purchase I explained to them i wanted a full refund for the merchandise u sent me this was not what u advertise, so I filed a dispute with ******* so light in the box kept saying because I filed a s dispute I couldnt get a refund I would have to cancel the dispute, so I spoke with ****** and they said it was a lie they could refund me my money but ****** sent me proof the dispute was cancelled, I sent several email showing it was cancelled and they kept telling me that it still showed up in there system and to wait 45 days I waited ****************************************************************************** a refund of 225 for the 5 suits, I sent them pictures, emails showing it wasnt he same and they never got back to me I want a full refund and this company shouldnt be in business because what their advertising and what they are sending customers are 2 different quality of clothes. For some reason your website is not allowing me to upload all the suits only the red one, so I have more pictures of other suits that were sent to me,

  Business Response

  Date: 08/12/2024

  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: 09/01/2024

  Good afternoon Im sending this email to let you know that ***** from light in the box has reached out to me and has started the refund process, they have refunded me ****** and also has offered to refund me my *****. Im waiting to receive the ***** but Im happy and satisfied with this outcome. I would like to close the case at this time. I would like to thank the BBB for taking care of this situation and also ***** for from light in the box for fixing the problem. Thank you Sent from my iPhone

• Initial Complaint

  Date:08/05/2024

  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.

  It seems the only way to contact **************** about my order is to sign up, create an account, log-in, what ever you want to call it. Should be able to check on an order without doing that. Also, not sure of the order number: "Order #********" in email subject line confirming order and "Order No.24072507********" later in the same email.

  Business Response

  Date: 08/06/2024

  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.
  
  Also,we are very sorry about this misunderstanding, using the app offers certain usability advantages, however, the customer service can be reached simply by going to the website, customer are not required to download the app.
  As for the order, all details such as the tracking number can be found from your inbox, please look for our confirmation email.
  
  Your order was shipped out with below details:
  
  Shipping Time: 2024-07-31
  Package1:PA17223327441(0.50KG)  
  US Priority Line-YBD:92055903502653131322897512
  
  Tracking link: ************************************************************************************
  
  Update: On Its Way to ****
  Departed Shipping Partner ************** Awaiting Item
  *******************, NY 11413 
  August 1, 2024, 9:00 am
  Shipping Partner: ZDA EXPRESS
  
  Latest Update
  Your item departed a shipping partner facility at 9:00 am on August 1, 2024 in *****************************. A delivery date will be provided when **** receives the package.
  
  My pleasure to help you!
  
  Sincerely, 
  *****
  Customer Service ********************

• Initial Complaint

  Date:07/30/2024

  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 ordered a dress an it didn't fit. Got an email saying they would accept the return but nothing more from customer service. Website is not aa easy to maneuver as they say. Step by step instructions but where they say the steps are is not there.

  Business Response

  Date: 08/01/2024

  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:07/28/2024

  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.

  I sanded back my order almost 2 months ago I emailed to them and said that I returned the order to China address and give information they said will refund the money and never did so they keep my order and money every time I sand email they dont answer so in some way they are still from me ashamed they can be

  Business Response

  Date: 07/29/2024

  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