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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

    • 471 total complaints in the last 3 years.
    • 76 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:07/23/2025

      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 June 23, 2025 I purchased 2 dresses from Light in the Box. Neither were customized in any way. Both were ordered from the size drop down standard box. I spent $312.51. The company is refusing to allow a return of the items stating that ONE of the items is "Made to order" making it nonrefundable. They demand that if is insist to return the ietms I will only be alocated a 60% refund and have to pay the shipping costs to **** and have a delay of my refund for 2-3 months.

      Business Response

      Date: 07/24/2025

      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:07/23/2025

      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.
      Recd item today. Cannot get a ticket to make a return Cannot contact customer service

      Business Response

      Date: 07/24/2025

      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:07/18/2025

      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.
      I purchased two bathroom fixtures for my bathroom on 06-23-25. They sent me one that was the correct one and one totally different 07-07-25. I paid $322.48. I ask to return the wrong one for a refund numerous times. They said I need to send a picture of the wrong fixture (which I have numerous times )and they wanted a picture of the bar code that is not legible. That was the way it was sent to me so, its impossible to get a good picture! They will not send me a ticket # to return my wrong fixture. I have already ordered another fixture from them and that was probably a mistake. All there e-mails from ***** the service supervisor say the same thing send me a picture of the fixture and the bar code. Im getting the run around. All I want is an address to sent it back and a refund.

      Business Response

      Date: 07/21/2025

      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:07/17/2025

      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.
      I ordered 2 shirts a few weeks ago. They came while I was on vacation. I tried them on when I got home and they are at least two sizes too small. The sizingis not correct. I would like a refund, but I cannot figure out on their website how to do it it is not user-friendly and very difficult. I need help with this please

      Business Response

      Date: 07/18/2025

      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:07/07/2025

      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.
      Date of Purchase: June 4th, 2025 Issue Summary:I ordered four slipcovers from LightintheBox, but encountered several issues:Incorrect Product: I ordered a Plus XXL slipcover but received a regular XXL instead.Product Misrepresentation: A second slipcover did not fit the cushion as advertised, despite following their size guide.Return Denial: I attempted to return the products within the 14-day return window, but customer service claimed the window had expired. This is inaccurate, as I received the package on June 4th, and I opened a return request before June 15th. They misrepresented their policy multiple times and offered me a partial refund, despite my repeated requests for a full refund. Eventually, I was offered just a 30% refund.Additional Complications:Before delivery, I requested that shipping be delayed due to my being abroad. Despite this, the products were shipped and sat on my doorstep for several days while I was out of the country, creating a theft risk. I had very limited time to inspect the products once I returned, especially after waiting a month for delivery when their site stated it would take only 2-3 weeks.Requested Resolution:A full refund for all four slipcovers.Return shipping covered by LightintheBox, as one product was incorrect and another did not match the description.A review of the return policies to ensure clarity and fairness, especially for international orders.I believe the company is not adhering to its own return policies and has acted in bad faith by offering partial refunds and avoiding a full return. Not enough care or attention was given to resolve these issues, leaving me stuck with unwanted products and without a fair solution.Please email me and I can forward all my correspondences with LightintheBox as further evidence of my claims.

      Business Response

      Date: 07/09/2025

      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: 07/12/2025

       
      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:07/03/2025

      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 have 3 shirts I want to return for a refund. I can't get any help with starting the return as their website states you must do. And I figure out where on the website I can do it myself. Their website says I have only 14 days to do this but I am getting no help from the company with my issue.

      Business Response

      Date: 07/04/2025

      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:06/27/2025

      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.
      Ordered two dresses from a website, described as cotton/linen blend. They took twice as long as promised to arrive. One doesnt look anything like the photos. Both are rayon/poly. When i asked to return they offered either a 50% credit or 30% refund to keep. They said each item would cost between $20-40 to ship to ***** and take weeks. This seems like a scam to me- the dresses are awful!

      Business Response

      Date: 06/30/2025

      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: 06/30/2025

       
      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.(Please note the inference that they will refund faster if I change my review - yuck.)

      Sincerely,

      ***** ****-******

    • Initial Complaint

      Date:06/25/2025

      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 some eye glasses and did not know this company was the seller and did not know I started any account . It's been 3 weeks and no product has arrived , now I get an email from a shipping company saying they are holding my product until I pay another fee for the product . I just want a refund as I did not know I would owe more for the product.

      Business Response

      Date: 06/26/2025

      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:06/25/2025

      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.
      I purchased shorts for my son online around the last day of April. When I received a message from the tracking information that they were being sent back to the shipper I reached out. They assured me they would be sent back out. I later received a message they had been delivered which they were not. I reached out again and was told they were wince again sent back. They assured me as soon as "they arrive" they will send them out again. That's was several weeks ago. I have requested a refund and they refused. I just want the shirts or money back soon. It has been almost 2 months. The cost was around $35.

      Business Response

      Date: 06/26/2025

      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: 06/26/2025

       
      Complaint: 23515923

      I am rejecting this response because:

      I did not enter an incorrect address. The company's system defaulted to the address. The address is not even close to my address  It defaulted to something like "State Hwy". Furthermore, until I filed a complaint with the BBB, all of the correspondence I received stated the package would be resent  

      To resolve this issue, I either want the item sent to me within the next 10 days or a full refund.

      Sincerely,

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

      Business Response

      Date: 07/03/2025

      Dear ********,

      Thank you for your message.

      We have already initiated your reshipment process as per your request.

      The reshipment order is in processing state and will take same amount of processing and shipping time as per your original selection on the main order.

      We hope this resolution will bring you some satisfaction. Again, we sincerely apologize for any inconvenience caused, and we hope you can put this unhappy experience behind you and allow us to regain your trust. We are committed to improving our service continuously.

      Of course, if you are satisfied with my service, please help me modify your review to 5 stars. You can mention in the review that ***** helped me solve the problem, so that other customers can see your review and know that they can come to me to solve their issues.
      If the review is modified, I will also note that the customer has updated their review when applying for the special solution, so the reshipment will be approved more quickly. I hope you modify the rating based on your satisfaction with my service.

      Please let us know your decision, and we look forward to your reply. Have a nice day.

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

      Customer Answer

      Date: 07/03/2025

       
      Complaint: 23515923

      I am rejecting this response because:

      I appreciate your decision to move forward with reshipping the item. However, I want to clarify that my BBB review reflects my honest experience with this order to date. As the issue has not yet been fully resolvedand I have not received the itemit would not be appropriate to modify the review at this time.
      Once the item arrives and the matter is fully resolved, I will gladly update my review to reflect the outcome. I trust the reshipment will proceed regardless of the current review status, and I appreciate your cooperation in resolving this issue appropriately.

      Sincerely,

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

    • Initial Complaint

      Date:06/25/2025

      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 dress which was made incorrectly. The hem was uneven- it could not be worn for the event. Tag is still attached. I wrote the company and sent pictures of the tag attached, the hem uneven, and the dress unused. They will not take it back. Return policy is not valid with this company. I want my money back. And have original shipping box with it packed and ready to send.

      Business Response

      Date: 06/26/2025

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

    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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    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.