Additional Information for Light In The Box

On July 21 , 2020, Better Business Bureau recognized a pattern of complaints from consumers regarding delivery and customer service issues. Consumers allege they order and pay for products from Light In The Box, and after several weeks they have not received their products. Consumers claim the company is unresponsive to requests for assistance.

On July 21, 2020, and August 06, 2020, Better Business reached out to Light In The Box for a response to the consumer complaints. The company has indicated that they have taken steps to improve customer service. Light In The Box sent the following response to Better Business Bureau to share with consumers.

We would like to thank Better Business Bureau for reaching out to us. We appreciate BBB assists us in establishing marketplace trust.

LightInTheBox has taken this opportunity to review our shipping process. For the package delay, it is mainly in April and May due to the impact of the COVID-19 epidemic situation. Suppliers' production speed has been affected. At the same time, international flights have decreased and delivery of destination countries has also slowed down. These force majeure causes the overall delivery speed of packages to become longer than normal. 

In this situation, our logistics department has always been paying close attention to information about various countries. For any news related to logistics delay, we adjust our shipment plan at once accordingly, such as changing flights or even charter flights. They also monitors the receipt rate of packages every day, and when a logistic line is found to be abnormal, we will contact our shipping partner or customs clearance company at once. if the delivery time of the package exceeds our promised duration,  we will contact our customer to inform the situation at the first time.

For example, Canada Post announced on May 26 that there was a delay in their packages delivery. After we learned the news, we sent an email notification to the owners of the 10,000+ packages affected in Lightinthebox to inform them of the delay. And the packages shipped after that are all changed to UPS for delivery. 

For customers' inquiries, customer service always respond within 24 hours. As long as the customer does not receive any package, we will immediately refund the full amount to the customer if the package is confirmed to be lost after the customer service investigation.

Some customers reported that they could not contact the customer service before. After investigation, we found that the customer service entrance is not obvious. We added the customer support icon and email address on multiple pages in early July to make it easier for customers to contact us. 

Above are the measures we have recently done and are still optimizing.  All is to ensure that we continue to provide fast and high-quality services to our customers.

We hope that with our efforts, we can let our customers feel the progress of Ligntinthebox and the sincerity of our service. Thank you and BBB again for your attention and help.

Consumers can file complaints with Better Business Bureau at www.BBB.org. Complaints can also be filed with the Federal Trade Commission at

https://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc.