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LightInTheBox is a global online retail company that delivers products directly to consumers around the world. Founded in 2007, LightInTheBox has offered customers a convenient way to shop for a wide selection of lifestyle products at attractive prices through www.lightinthebox.com, www.miniinthebox.com, and other websites, which are available in multiple major languages. LightInTheBox offers products in the three core categories of apparel, small accessories and gadgets and home and garden. LightInTheBox's innovative data-driven business model allows itself to offer customized products, such as wedding dress and evening dress, at scale for optimal marketing, merchandising and fulfillment.
LightInTheBox Reviews Summary
The company has garnered a mixed reputation among customers, with notable strengths in product variety, competitive pricing, and satisfactory quality for many items. Customers appreciate the ease of navigation on the site and the responsiveness of customer service when issues arise. However, concerns frequently arise regarding delivery delays, particularly during peak seasons, and complications with returns, including high shipping costs and poor communication about refund processes. While some customers express a willingness to continue shopping due to positive experiences, others indicate significant dissatisfaction, particularly regarding product discrepancies and customer support challenges.
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I placed an order and payment was confirmed on the 23rd of Dec. Since I needed the products before the 6th of Jan I decided to go ahead a pay their heavy expedited shipping cost as they had a 3-5 business days delivery. Right before making the payment there was info that clearly stated that if their were extra customs fees they would refund the amount.
Yesterday the 4th I get a text msg informing me my order will arrive on the 11th of Jan. (I may not be a math genius but that isn't 3-5 business days). Sometime later, another text informing me that I have to pay customs fee (1/3rd of my total order cost) before the delivery of my order. ARE YOU KIDDING ME?!
Thus, I proceeded to contact them. This is the reply I received for the expired shipping:
Your order was shipped via DHL on 2021-12-31. The tracking number is *******600. Delivery normally takes business days: 4-7 / calendar days: 5-10.
Not at all what the customer sees when checking out.
Then another message informing issue has been resolved on their end.
I'm dumbfounded.
Still awaiting info about custom fees. At the end, it would've been cheaper and less expensive to buy items within the EU.
Terrible customer service. Or may I say inexistent.
Hello
I am satisfied in terms of purchase quality
But completely dissatisfied with the service
To return the purchase I bought
I emailed 3 times and asked for the address and return form
But unfortunately, every time I heard an answer, they offered me to keep buying
And I'm still involved
Hi,
Thank you for having reviewed our website. We regret that you've found it difficult to return your item. We firmly believe returning an item should be easy. Have you already submitted a return request through the website? Items can be returned for any reason. You can easily submit a return request after being logged in to your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Eccellente e-commerce, descrizione del prodotto affidabile, prodotti di ottima qualità, spedizione velocissima!
Comprerò certamente ancora
Poor quality garment and poor refund option!
My wife ordered an item of clothing in a size 14 and when it arrived it was even too small for my daughter, who's a size 10.
The quality was very poor and the overall finish looked very cheap.
I contacted the company and then realised the item had come from China, so returning it was cost prohibitive for me.
In the end we were offered only 10% of the value of the item as a refund and told "we could pass it onto another member of the family"
The item went into the bin!
Use this company at your peril.
Hello Mark,
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Talk about ghosting! These people have that fone to a science. Absolutley no way yo get them to answer anything regarding h a return. I have submit a "ticket," tried to get into my account to return the items but 0that only listed a wig purchase from a year ago.
Hi Phyllis,
Thank you for reaching out to us.
We firmly believe returning an item should be easy. Have you already submitted a return request through the website? Can you please share your order number. Perhaps you've created multiple accounts on our website, and you are now logged in under an old account where you've ordered a wig last year? You may try to login under different email addresses, or through Facebook or google.
Happy to be at your service!
LightInTheBox Customer Service Team
Número do Pedido ******* Ver o status
Pedido em
2021-11-13 13:47:42
Método de Pagamento
PayPal Express
Be careful with this site, i bought it in november 11/14/2021 and i paid almost $100 australian dollars, i didn't receive my purchase, the service just doesn't solve anything and doesn't refund. Pay attention…don't refund your money, it has a name you knew? Very disappointed with this site, be careful …. I will post my indignation here weekly!
Hi Luiz,
Thank you for reaching out to us.
Firstly, I feel very sorry that you still haven't received the order. When looking at the tracking website, I learn that your package was sent back due to a problem with your address. As mentioned, we would contact you again once the package arrived back at our warehouse to arrange a refund or reshipment. Further investigation shows your address is lacking the apartment number. Please be aware that the address is an essential part of the delivery process. Any minor mistake could result in the parcels not being delivered. It's also pausible that your package was abandoned by the postal company. In any case, you don't need to worry, we can bear the loss to meet a satisfactory outcome.
We invite you to check your mailbox (ticket #25097242) for more details concerning your refund. Please don't hesitate to reply if you have any questions or doubts.
It will be our pleasure to help!
LightInTheBox Customer Service Team
This company is a scam. The clothes are of horrible quality. Although I ordered according to my measurements, the products were completely off in sizing.
When I contacted customer service via email, they blame me and stated that I ordered the wrong size. Therefore, they refused to provide a return address. And said that I should not try to return on my own because it would cost me too much. That is not their call to make. I lost $240 with my order…On dresses that I ordered to attend a wedding. On dresses I absolutely can't wear.
Hi Roheman,
Thank you for reaching out to us.
Please accept our apologies for having faced this very unhappy shopping experience. Upon checking previous correspondence, I am afraid there could have been a misunderstanding. When you've contacted us, you've mentioned the dresses simply didn't fit, this without mentioning that the quality was bad. Consequently, you would have had to pay the return shipping yourself, since all our products are advertised with their exact measurements --in both inches and centimeters-- on our website. However, this would be considered inappropriate if the quality wasn't good. Can you please tell us more details and if helpful send relevant photos? This will help us to claim a full refund for you!
We have sent you an email (ticket #25097233) to help meet your satisfaction. We can help you obtain a refund without too much efforts.
Awaiting your details,
LightInTheBox Customer Service Team
I bought 5 blouses that looked awesome in the ad, but in reality were made of a kind of material that makes you sweat the minute you put it on. I was so disappointed. I tried to return them, but the company is in Hong Kong. To ship them with tracking and insurance would cost the price I paid for them. Their offer to me was to refund me 20% of the $89.95 I paid. I should have accepted that, but instead I shipped them back to the company with the cheaper us mail. They say they never received them, so now I'm out the cost of the product plus the cost of shipping. My only warning is: Don't buy from this company. The material feels like you're putting on plastic clothing.
Hi Cathleen,
Thanks for writing a comment on our page. I am sorry to read about your disappointment and will try my best to quickly help you obtain a refund.
We stand behind our products and customer satisfaction is our number #1 priority. It is highly unusual that your parcel still hasn't reached our warehouse. You've opted to return the package through an economical shipping method, which is totally fine but could take some time to arrive at the warehouse. However, there seems to be a problem, when I look at the tracking page it seems your parcel never left the US. May we know to which address you've returned the package? You can follow it on the link below:
https://t.17track.net/en#nums=LH151198755US
We have sent you an email (ticket #25097224) to further help you rseolve this. Should you have any questions or doubts, then we'd like to hear from you.
Always a pleasure to help!
LightInTheBox Customer Service Team
Firstly, the prices always seem too good to be true. And so it turns out to be just that.
The quality is beyond bad! Sizes are made for mini people; fabric weights are gossamer; construction is nonexistent. Oh, and when you want to return something, there really is no such policy, even though they state that they have one. Returning means YOU have to pay shipping back to China! And the level of English usage would require an interpreter! My items, shoddily constructed, either grossly too large or miniature sized, which I wanted to return would cost more to ship than I paid. And if you choose returning something, you must contact their factory in China yourself. Good luck with that!
They then offer you another option. Accept 30 cents on the dollar credit, toward their other merchandise. However, if you select that, the credit is good for one week! And try to apply the credit to a new purchase. Good luck with that! They allow only a small portion to be applied. There are so many limits and complications, you'll just give up and throw the merchandise away and write off the entire foolish enterprise and maybe write a review like this one and read Kafka's 'The Trial' while you wait for any resolution.
Hello Andrew,
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I purchased some dresses and what was supposed to be Christmas deco from Lightin The Box based on the eye catching designs and descriptions. There was a mention of a sale, the dresses were being sold at a steal. I bought the items at the beginning of December where the deliver date was indicated as immediately or a few days. I received the package only on Christmas day. The Christmas Deco turned out to be 2 stickers which could have been bought at a street vendor for under a dollar. The dresses looked like some school children were practicing needle work. The material inferior and the total value was a fraction of what I had paid. The garments were not fit to be worn nor given to charity. Hats off to the Marketing Team as they have hood winked the people.
Hello Rosemarie.
Thank you for leaving a comment on our website.
We are committed to offer good value, I am very sorry that your order wasn't satisfactory. Would you please provide me photos, so we can help you make a claim?
We have sent you an email (ticket #25069099) to help you resolve this. Rest assured we will take full responsibility if any issues can be confirmed.
Awaiting your details,
LightInTheBox Customer Service Team
Their Web site lists their products in USD (US Dollars) but when they charge your bank account they do it in BHDS (Bahrain Dollars) which is 2.68 USD. They lied over and over to me when I confronted them about this illegal charge. I'll never do business with this thieving company!
Hello Carlos,
Thank you for leaving a review for our store.
I'm sorry to read about your experience with the website. Orders can be paid in any major currencies of choice. If you made the order in USD, then we require a payment in this currency. Perhaps you've mistakenly chosen the wrong currency when making your order? Please share your order number in private so we can look into this. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I ordered a Christmas shirt December 14 which said the delivery date would be the 23rd.
I just got it today, December 30. I planned to wear it on Christmas Day. I ordered a large even though I wear a medium and I'm glad I did. Their products are beautiful, cute and stylish but they come from China. I would never order anything from them again. If the shirt would have been too large I would have had to pay to return it to someone named to Judy in NYC.
Hi Katie,
Thank you for leaving a review on our page.
There was unfortunately no guarantee this order would have made it in time for Christmas, if we look at the announced processing and shipping times. Only choosing the expedited shipping method would have assured the shirt arriving for Christmas. Be aware the chosen shirt wasn't in stock, it's advertised with a processing time between 4-6 business days, coupled to the fact that you've chosen the second tier shipping method, with a promised shipping time of 5-9 business days. As for the sizing, we indicate all our products with their exact measurements --in both inches and centimeters-- on our website. This ensures the clothing can be ordered accurately. And then finally, items can be returned for any reason, should you wish to return the shirt for a refund, then I'll gladly assist you with this. The only requirement is you've kept the labels on the shirt intact, and haven't worn it.
We have sent you an email (ticket #25069075) with further details. Should you have any questions or doubts, then we'd like to hear from you.
Happy to be at your service!
LightInTheBox Customer Service Team
I bought LED Strip Lights RGB 20M LED Lights for my son but unfortunately, the remote control does not work properly. I tried many things like, change the battery, connect in parallel, etc etc but the remote control does not work. The suggestion is to return it to the shop but it is too complicated and in my opinion is a waste of time.
PS. You want me to send proof of purchase but you don't accept. Pdf and I have no time to take photo to send to you.
I order 2 time. Over 4 week for delivery... Poor communication except write ticket... no answer... or auto answer saying extra delay, but here say it when extra delay already over one week...
Don t recommand this company. Poor reliance.
Hello Alexandre,
Thank you for reaching out to us.
We understand that you are awaiting to receive your order with great impatience. I've looked into this, saw that your package was dispatched 12 days ago on the 20th of December, and is since 2 days being cleared by UAE customs. Please be aware that during this period it could take a few days more before your package get's released. You can follow the progress of your package on the link below:
https://t.17track.net/en#nums=YBEAI1121901567YQ
Should you have any questions or doubts, then please continue communicating with us in ticket #25045387. We'll try to reply all your messages within 24 hours!
Thank you for your patience and support!
LightInTheBox Customer Service Team
I purchased 5 hoodies for Christmas, still have not received them. I paid $49.26CAD for shipping and my shipment is now being held as the delivery company, DHL wants another $50.94 Claiming duty and taxes.
There was no mention of the additional charges when I place my order.
Over $100. Shipping and handling on a $150 order ridiculous
Total scam. Buyers beware!
Dear Connie,
Thank you for contacting us. Hope you had a wonderful New year celebrations.
It seems the package was available for delivery since the 24th of December. It is very unfortunate that the payment of custom duties was only made 5 days later on the 29th, since the package could otherwise have made it in time for Christmas. We'll immediately refund $49.26CAD (100% Tax Fee) to you since you paid for the Insurance for Duty & Tax of this order. You can find more information concerning the custom duties on the following link:
https://www.lightinthebox.com/knowledge-base/c1229/a3021.html?prm=1.34.145.0
We have sent you an email (ticket #25066137) with further details. Should you have any questions or doubts, then we'd like to hear from you.
Happy to be at your service!
LightInTheBox Customer Service Team
This company is a totally scam. I ordered some items 8 days ago and were told I would have them within 4-6 days. Sent an email and asked about mu things and they came
Back and told me it would take 8-9 to reply. At that time I will be back in Europe, with no items and my money gone.
Hi Jan,
Thanks for having taken the time to write this review. Hope you had a wonderful New Year's Eve!
When I look at the tickets, I saw that you've requested to change the address the day before yesterday. My colleague replied to you within 12 hours to help confirm the address. Kindly note most products have to be obtained from external suppliers, and we advertise each with a processing time on the product page, which can be seen just below the 'add to cart' button. It's not possible to immediately send the package, if you didn't choose products that we have in stock. In your case, the hoodies are advertised with a processing time between 2-5 business days. In the meantime these have already arrived at the warehouse, however we needed to put your order on hold, since you requested to modify the address to another country. Now, it's with much regret I need to tell that the financial department doesn't allow changing the country. Is there another address in the states we can send your parcel to? Please let me know so we can dispatch your order, or you prefer to cancel it for a refund.
We have sent you an email (ticket #25066128) to further assist you. Please let me know so we can dispatch your order, or you prefer to cancel it for a refund.
We'll be awaiting your reaction.
LightInTheBox Customer Service Team
If you want anything for Christmas or for a gift shop early, the shipping is sloooowww.Also not all the clothing are well made. Bought a few things & a couple of the womens blouses we so cheap looking & badly made, maybe someone got tired in the China sweat shop.
Won't be shopping there again.
Hi Mar,
Thank you for leaving a review on our page. I am very sorry that you haven't received your order and would like to check where the package currently is. Can you please tell me the order number, or tracking number of your package? In addition we are committed to selling good quality products at an affordable price. As a larger retailer we do feel a big responsibility for the social interests in the production of the products. This applies to all our cooperatives located in China. We value long-term business relationships in order to exclude all risks. Any new supplier will be subject to strict requirements. Our company philosophy not only guarantees the quality of our products but also for the production. All manufacturers are contractually bound to comply with the minimum social forms, which meet those of international labor organizations. The production locations are regularly checked. If the requirements are not (or no longer) met, we will terminate business relationships with the supplier. You can also easily contact our customer service from your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Returns are stressful! You will NOT get a refund. Do NOT purchase anything unless you really really sure. Sizes are all wrong, measurements don't match and items don't look like picture.
Everytime you need to speak to customer service you have to go in to your app and open a "ticket" then wait forever for response and go back and forth.
Waste of time! By law all online purchases have to offer refund to the card you paid with, they will only give you credit to use next time!... Shein is waaaay better to shop with and returns are easier.
Hello Nes,
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Ordered early and my packages never arrived. Tried contacting customer service and never got through. Tracking information was never correct. Then Christmas passed and got an email my package had arrived but still haven't received anything. Total rip off. Never will I buy from this company again.
Dear Lydia,
Thanks for reaching out to our customer service.
I am sorry to hear that you didn't receive the order. Your concerns are totally understandable, but please don't worry as we can help you sort this! To begin can you please tell me your actual address? If not bothersome is it possible to check with the neighbours? In the meantime, our own logistic department will be finding out with the postal company whether they can find the whereabouts of your parcel.
You can track it here:
https://t.17track.net/en#nums=9200190281671109222482,9200190281671109042868,9200190281671109042851
In addition, we regret that you were unable to reach us. Until this date we didn't receive any emails, so it remains unclear how you've tried to contact us. The most easy way to contact us, is by login in to your account and submitting a support ticket. If this was done correctly, then you'll receive a confirmation first, followed by a reply from a customer service representative within the next 24 hours.
We have send you an email (ticket #25066108) to help you resolve this. I want you to know that we won't let you in the cold.
We are looking forward hearing from you,
LightInTheBox Customer Service Team
Customer assistance is very quick to assist you, and that's a great thing, there's a lot of Anime style clothes, cosplay costumes, accessories and other things and this is great too.
BUT, the date of order change randomly day by day with a bad feedback for the customer, tracking is too slow, the update comes 2/3 days later, and some clothes are not as the pic show.
Reimbursement isn't fair.
40% of the value in coupon and you keep the merch
30% in cash back and you keep the merch
Or 100% of cash back but you pay the courier (and from Italy to China it's a lot of money)
This should be modified.
It offers the optional insurance for the travel and this is great
Over at all I found LightInTheBox a good site
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Lola,
Thank you for reaching out to us. We are very sorry for reading this experience. Kindly note, all products require an additional processing time before we can send the parcel. Choosing the expedited shipping method will unfortunately not have any influence on the processing times of the chosen items. In addition, we offer a dedicated insurance, which allows a full refund of the custom duties. You can find more information on this on the following link:
https://www.lightinthebox.com/knowledge-base/c1229/a3021.html?prm=1.34.145.0
For any questions or assistance you can reply the ticket 25089474, it is our pleasure to help!
LightInTheBox Customer Service Team