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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:07/26/2024

      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.
      June 2024 I bought an expensive dress. I loved the way it looked online. The dress didn't fit me properly so I wanted to return it. Customer service on their app is complex and not user friendly. When I finally got a response after being told to wait for days, they said they will not accept a return though the dress is unworn and the tag is intact. I am furious as they did not say on the website that I couldn't return my purchase if unsatisfied. I want my money back.

      Business Response

      Date: 07/29/2024

      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: 08/23/2024

      Dear ******,

      I reject the response from Light in the Box and would reopen the complaint. It doesn't resolve my issue. I still have a dress waiting to be returned for my refund. I did not like the dress and it is only fair that I receive a refund as I would from any other business. 

      Please communicate with me via text for fastest response. I'm sorry I missed your email.

       

      Best,

      *************;

      Business Response

      Date: 09/09/2024

      Dear ********,

      Considering your particular situation, we'd like to offer you a special solution:

      A refund of USD 149.99 and you do not need to return the product to us.

      Hoping this solution will make you happier. Again, we give you our apologies for any inconvenience caused by this. Hoping you can forget this unhappy experience and we can gain your trust back. We will make our service better in the future.

      Would you be willing to update your review on BBB based on the service and resolution I provide, to reflect your most recent experiences working with us? Your reviews are very important to us, and we want to make sure that your review reflects your current feelings.

      Please inform us your decision and look forward to your reply. Have a nice day.

      Sincerely
      *****
      Customer Service.

    • Initial Complaint

      Date:07/21/2024

      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.
      On June 24,2024 I ordered a gown on line from Light in the Boxbandvpaid with PayPal. I waited about a mont **** the item and their size 14 is more like size 10. Too small. I found an email to tell them and get a refund but email cant find the address. PayPal just says contact merchant.

      Business Response

      Date: 07/22/2024

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

    • Initial Complaint

      Date:07/15/2024

      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.
      Yes I ordered some pants a week ago they been in processing and they took price down ten dollars on pants but your not able to tell anyone are redo order are anything you cant talk to anybody

      Business Response

      Date: 07/17/2024

      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:07/09/2024

      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.
      Saw an ad on ******** for this website and liked the items that were shown. Went to the website and ordered about $150 of clothing. The items were received but none of them fit, so inquired about returning them. Was told to send the items back (which ended up needing to be sent first-class, costing over $35, since it was going to *****) and we would receive a partial refund. Nearly one year later, we never received a refund and the items were delivered back to me with an "unable to deliver" sticker.

      Business Response

      Date: 07/11/2024

      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: 07/11/2024

       
      Complaint: 21966042

      The order number was: Order ******** - TID 101510279

      The email address was *********************************


      Sincerely,

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

      Business Response

      Date: 07/19/2024

      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:07/07/2024

      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 the "Dad I want to hear your story" book. The pictures are obviously fake and do not represent the actual product. The picture clearly represent a leather cover with regular paper pages. Some of the pictures even display a book ribbon. You can even clearly see the lettering is engraved into the cover. What I got was not even close to the representation of the item I received. I have pictures of everything on the site and what I got in the mail. If I have to I will present it. But Id rather just contact my bank and mention the fraud to get my money back. I will give this company a few days before contacting my bank to see if I can resolved this

      Business Response

      Date: 07/08/2024

      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:06/28/2024

      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.
      Purchased a clothing item but never received it after getting a delivery notification.

      Business Response

      Date: 07/04/2024

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

      Customer Answer

      Date: 07/04/2024

       
      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,

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

    • Initial Complaint

      Date:06/27/2024

      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.
      On 5/21/24 I ordered a costume for a Great Gatsby Party, Order# ********. I received the order on 6/05/24. The Vest was too small even though I had ordered a size "L", which I wear. I contacted LightInTheBox through their Web site about a refund or exchange. **************** stated that since it was MY fault, that I could return items for 50% off next purchase or keep it for 30% of cost. This costume was needed for my Club's Annual costume party on 6/14/24. On 6/8/24 I re-ordered this costume on 6/08/24 and requested a size "2XL" Vest with the understanding that it would arrive in time for our 6/15/24 party. Today, 6/26/24, I received the second order, #*******. I needed it no later than 6/15/24! Also, when I checked my Paypal account I was charged $62.74! I did not receive the 30% that I was suppose to receive. I used their Web site and filled out all information for a refund since the costume arrived TWO WEEKS after the party.. After filling out the requested information, the "Submit Ticket: button would not do anything. I tried several time over a period of three hours and it never worked.. I believe the "Submit Ticket" button on their Web page has been disabled, or it never worked in the first place. If you not able to summit the ticket, they never have to give a refund.

      Business Response

      Date: 06/28/2024

      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: 07/03/2024

       
      Better Business Bureau:

      I have my refund in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      On the positive side, the costume was of good quality and looks very nice.  If ordering a costume from LightInTheBox, do so at least three weeks in advance of your planed event to allow shipping time.

      Sincerely,

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

    • Initial Complaint

      Date:06/23/2024

      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 bought a dress from Light in the Box. They say the dress was custom and that I cannot return it. It was not custom made. I ordered a size 4 because that is the size that I am. The dress did not come close to being a size 4 and I would like my money returned. I would like to return the dress it has never been worn other than trying it on.

      Business Response

      Date: 06/25/2024

      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:06/18/2024

      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 and paid for a formal dress from this company. The dress arrived in the wrong color and no size was indicated on it but did not fit. The shipping box was damaged. The web site said I had to send a request for a return and send it in the same box. I have sent 2 requests for a return and a refund with no response. There is no phone contact number and a limited return time. I want to return it but the website says I need to get a return label before I can do this. They have not responded. Light In The Box Order:Order# ******** Dear *************************** ,Thank you for your order. Your Order No.24052018******** is being processed.Ordered at:2024-05-20 18:17:46 PST Payment Method:Credit or Debit Card Iframe Shipping Address Change Address ******** Smith1-713553978421571, **************************************** States Payment Confirmed - LightInTheBox.com Order #******** Tracking Number:92055903523927193410604904 Estimated Arrival Date:2024-06-02 ~ 2024-06-08 2 requests to return, no answers received

      Business Response

      Date: 06/20/2024

      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 offer a multiple ways to contact customer service.
      On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.


      For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    • Initial Complaint

      Date:06/17/2024

      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.
      I bought a hawaiian patriotic Shirt. When you look at the collar of the shirt, you can tell it's not a hawaiian shirt. The fabric was supposed to be made from a cotton blend. When I received the shirt, the fabric was 100% polyester. Then, when you tried to return it or exchange it. When you submit the exchange, it doesn't go through. The little icon on the submit button. Just keep spinning and spinning for over. An hour attempted to try resubmitting, three times. Icon still a spins. There is no phone number to contact anybody with. Also there is no easy way to get ahold of anybody. Either the company has poorly trained workers or they are lying on their product details to get purchases.

      Business Response

      Date: 06/19/2024

      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 offer a multiple ways to contact customer service.
      On APP, you can go ********* **** center - ************************ for My order -View ************************ to communicate with us.


      For your issue, i have created a ticket ********* for you. The ticket message will also be sent to your email related with LITB account.

      Sincerely,
      *****
      Customer Service

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

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    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.