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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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Spend 170£ for few items, postal over 30£ tax fees almost 140£ which i get know about after the dhl contact me. Cant refuse paying cos they dont accept returns. If you reading this before buying go somewhere else like amazon or eBay. Save your money, time and stress. One big froud
The order took 2 weeks longer than the actual website claimed, so if you're ordering for an event - think twice.
I've ordered a dress for $150+, it arrived and the quality is just horrible! Definitely not what you see in the pictures. I have contacted their team to process a refund, they advised that due to COVID they had to close their warehouses worldwide and I can only ship to China, which is not a great idea; they offered a 20% discount or a 10%! Refund. Oh and also a return, but warned me that the shipment will probably cost around the same price as the item.
Honestly, this is a disrespect to customers and I recommend to avoid dealing with these scammers!
Good afternoon Olga,
This is customer service from lightinthebox, we sincerely apologize for what happened and all the inconveniences caused.
Firstly I am sorry that there may have some misunderstood about the delivery time. Please be advised our Total Delivery Time is consists of both the processing time and shipping time. We also state the processing time on the product pages. You will be able to see it when you choose all the properties. Your products required some business days for processing before shipment, which was why your order could not be shipped as soon as it was placed.
Secondly for the product quality issue, we woudld take fully responsible and cover the return postage if the product issue can be confirmed. Please allow me to explain that the partial discount is just a suggestion considering for the return process, we will will respect what the customer wishes.
I had conducted new Ticket ID 25050071 = in our ticket center and and provide solution for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Thank you for your cooperation.
Best Regards,
Samira
Lightinthebox Customer Service
Their product came with cheaply made material and looks ugly. It is not even close to what they show on the website picture. When I asked for return, the customer service asked me to provide pictures with tap measurement on to show 8 different cloth dimensions as picture shown.
Hello,
Thank you for reaching out to our customer service.
I am sorry you've faced this bad experience with our store. I saw that you've contacted us, and reported several problems with the hoodies. The problems might be hard to spot on the photos you've added, so the customer service agent requested more details, which included a photo with measuring tape, which would have confirm the size problem. This because all our clothing is advertised on the website with a detailed size chart. I regret if this gave a bad impression, but this information would have helped us to confront the supplier, allowing an immediate full refund. Please don't worry, we have gathered sufficient details to obtain a refund, you don't need to return the hoodies back.
We invite you to check your mailbox (ticket #25060642) 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
I got the product (3 weeks late) but now I can't stop the emails. The 'unsubscribe' feature doesn't work and I can't hold back the spam.
Hi Chris,
Thank you for writing a comment on our page. We apologize for the possible disturbance caused. You can easily unsubscribe from our mailing list, there is an option to unsubscribe in the emails itself. Another way to unsubscribe is simply by clicking on the following link:
https://gw.lightinthebox.com/index.php?main_page=email_subscriptions&prm=1.29.156.0
For any other issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team
Wish I could send a picture of what was advertised and what I received. Never will I order anything from them again. Whoever gave good remarks were lying on their behave. Pictures are photoshop for deception and they send you something of horrible quality. I'm sorry for those that get caught up in this scam
Hi Tanya,
Thank you for leaving a review for our store. I am troubled that you've received an item that doesn't resemble the photos on our website. We cannot tolerate suppliers that alter the photos of the products and this is considered very severe. Please share with us your order number. I would also recommend contacting our customer service through your account. This will help us make a claim. You shouldn't face any problems obtaining a full refund!
We are looking forward hearing from you,
LightInTheBox Customer Service Team
Terrible
Ordered a gift for my daughter for Christmas and was expecting it yesterday. Received a text from DHL to say they were delivering it. No issues
Didn't arrive and when I chased it though DHL told me that LightInTheBox recalled the package
In contacting "customer services" I was advised it won't arrive for 2 weeks because of the pandemic. What the pandemic has to do with this I have no idea the package was out for delivery before they pulled the parcel. Cost me an extra £16.65 for quick delivery. They offered me €10 as way of an apology
They have no closed my customer service enquiry so I have no way to speak to anyone
Hi Andy,
Thank you for reaching out to us.
Please accept our apologies for having faced this very unhappy shopping experience.
I saw that you've contacted u yesterday, seems that the reply from my colleague wasn't accurate. At this time your order is within schedule, and is estimated to be delivered around the start of next week. I do feel sad, and very sorry that your daughter won't be able to receive her Christmas gift. Unfortunately this was an order made last minute, and since the backpack had to be ordered from an external supplier, there was no guarantee it would arrive in time.
Please note, the package wasn't sent by DHL, but through the Royal Mail priority line. The tracking number is GV775356656GB, you can track it from the link below:
https://t.17track.net/en#nums=GV775356656GB
This still doesn't explain why you've received a text from DHL. Did you make purchases from other sellers? As for this order, could the item serve as a New Year's gift? In case you would prefer a refund, then you may refuse the parcel upon delivery. We will process a refund once you were able to do this.
We have sent you an email (ticket #25025882) 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
The website looks like a reaal shop... but you can stay indoors sitting in a lazy chair. Prizes are real.
Deliverytime is exact as they said... proficiat
The quality are really bad, the sizes are not correct. Return policy? GOOD LUCK with that. I found the same item a half of the price in another site.
Hi Sebastian,
Thank you for writing this review and reaching out to us.
I am sorry that you feel been let down by our company. I saw that you've requested the return, and this was being handled. Can you please let me know what aspects of the quality were problematic? Your details will greatly help us to make claim against the supplier. In addition, a sizing issue will not be considered as a quality problem, since we sell our clothing with their exact measurements indicated in both centimeters and inches. Allow me to add that we buy all our products directly from large suppliers, which is the reason we can offer very competitive prices. It would surprise me if the same shirts would be sold for cheaper on other webshops.
We have sent you an email (ticket #25025877) to help you with this. I stand by that we can help you obtain a refund without too much effort!
Awaiting your details,
LightInTheBox Customer Service Team
I bought a Kitchen Faucets from them, the quality of the product is not very good. The button which supposes to change the water pressure is made of plastic and feels super cheap and low quality. When you pull the head of the tab out, the hose doesn't come out smoothly. The whole build doesn't feel like a high-quality and long-lasting product.
They also sent me the Faucet with the wrong water connection size, I contacted them and explain the situation but unfortunately, they did not care, they just said this item is not refundable and the item is yours and that's it.
They also have all these fake 5-star reviews on their product, I have written them a review and never come up in their review list, just show how fake it is.
Really terrible customer service and return policy.
If you don't want to waste your money shop somewhere else.
Hi Zak,
Thank you for writing a comment on our page.
I am very sorry that we've let you down with this order, and will try my absolute best helping you sort this. I've looked into this, and it appears that you've chosen the faucet for German standard, while you live in Australia. Please be aware, we sell our products around the world, and customers need to ensure to select the products that are compatible with their region. Based on this, we couldn't accept the product back, since faucets are one of the few categories that are not eligible for being returned. The supplier does not accept this type of product back. Regardless, I can understand that you are not happy to lose financially on this.
We have sent you an email (ticket #25025875) 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 got a dress that I received that I was unhappy with, not like the picture. I tried to return it and they make you jump through hoops. They didn't let me return it. Poor Poor customer service. Don't buy from this company
Dear Laurie,
Thank you for leaving a review for our store.
I am very sorry that the dress wasn't satisfactory and will try my absolute best to quickly helping you resolve this. It is absolutely not acceptable that you've received a product that looks different from the pictures on the website. Please don't be mistaken, we take this type of problem very seriously. I saw my colleague asked you yesterday to provide us with more details, alongside a photo. This will help us confirm the problem, and allow us to seek full reimbursement without you needing to return the product back. However, if you simply dislike the products, then we can immediately help you to return the parcel.
We have sent you an email (ticket #25025864) to help you resolve this problem. I stand by that we can help you obtain a refund without too much effort!
We are looking forward helping you with this!
LightInTheBox Customer Service Team
This website steals all your information illegally just by visiting it and makes you a member without even asking. When I ask them to delete my membership and unsubscribe me from numerous spam mails that they send me everyday, they tell me something is wrong and they can't delete my account or unsubscribe me. Consider what kind of terrible surprises you may experience in case you purchase something.
Hi Yetkin,
Thank you for writing a comment on our page. We respect your privacy and take your online safety seriously. More information can be found on the link below:
https://www.lightinthebox.com/nh/Privacy-Note.html?prm=1.1.87.0
You can easily unsubscribe from the email by clicking on the following link:
https://gw.lightinthebox.com/index.php?main_page=email_subscriptions&prm=1.29.156.0
For any other issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team
I placed an order, after verifying with the support service that it would arrive in time for the 24th.
Eight days after I ordered it finally showed up in their "tracking" site, as "Arrived in Jamaica, NY". According to any tracking facility I can find, including the USPS, it has not even been delivered to them as of yet, and today is the 21st. Still shows arrived in NY.
When I explained to support, again, that I wanted to start a refund, as there's no way it will magically appear in time for a Christmas eve party, I was told to be patient, and wait another week. Uh, what? No, I don't need it after Christmas. I have not heard back from them, and regret not looking them up prior to ordering, as this appears to be a widespread issue. I ordered other items from a similar retailer who utilized the same shipping service as Light in the Box, and their items arrived 2 weeks ago - ordered on the same day. Avoid this place!
Hello,
Thank you for writing a comment on our page. I can understand that you are eagerly awaiting the shirt for the xmas party. Please don't worry, the parcel is being handled by USPS, delivery is due for today!
Tracking information:
https://t.17track.net/en#nums=9200190281670523235795&fc=21051
In addition that this order will be delivered within promised schedule. Allow me to point out that for this order, you've chosen our second tier shipping method. The tracking results will only be updated once the package arrived at US soil. Only our premium expedited shipping method will have live tracking updates from the day of dispatch.
We have sent you an email (ticket #25020052) 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
Ordered a shirt. A totally different shirt came. I've tried for days to get a response to my complaint. No response, no number to call, no email. Just endless challenges to get anyones attention. Will never, ever, order from this company again. -- Wish I could select no starts.
Good morning,
Thank you for writing this review and reaching out to us.
I am very sorry that you've received a wrong shirt and troubles to contact our customer service. This issue is considered as very serious, The sourcing manager assured measures will be taken against the supplier. Please accept our apologies for having let you down. We will immediately proceed with reimbursement, the shirt doesn't need to be returned.
We invite you to check your mailbox (ticket #25020041) 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
Total B. S. Took my money no record of my order and no way to contact. Chinese bulls****. Steer clear
If they had a negative rating I would apply it
Hi Dave,
Thank you for taking the time to write a comment. If understood right, you've made an order but can't find it on the website. Can you please share your order number, so I can have a look? Please check your mailbox, under which the account was created for the confirmation mail. Sometimes our emails will be passed as spam, so please be sure to check all folders in your mailbox. Please ensure that you are logged into the correct account to check order.
Your cooperation is highly appreciated.
LightInTheBox Customer Service Team
Do not order from this site! The quality of the tops I purchased were very poor. Very cheap thin fabric and one of the necklines was totally off center. When I try to request a return/refund they ask me to send them a picture of the issue. How can I send a picture of poor thin cheap fabric? They don't make it easy to get a refund. I paid extra to have the tops here in a few days and it took a week and a half. $80 bucks down the drain!
Hi Angela,
Thank you for reaching out to us. We are very troubled to read that you are unsatisfied with the quality of the shirts. We are committed to selling good quality products at an affordable price. Unfortunately the order number you've provided cannot be found in our database. Can you please share your order number? Please don't worry, based on your details you shouldn't face any trouble obtaining a full refund!
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I ordered from them once. I ordered a sweatshirt and sweatpants that I wanted to put designs on myself as a Christmas present. Placed the order on November 10th. It said 5-7 business days for delivery and it still has not come 5 weeks later. I asked for a refund because I will no longer have time to make it in time for Christmas. They offered me a $10 coupon off my next purchase. I told them that was unacceptable, as I no longer will be able to give it as a gift and I never heard back from them again. With this as my first experience I would say stay far away from this company.
Hi Lisa,
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? You can also easily contact our customer service from your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Not arrived after few weeks waiting. Claim rejected, no answer. Marked as delivered. I will never buy again. I have been told I will get my parcel 4-6 business days, but then I have been told after one week has been dispatched and till now I did not get it
Dear Lukasz,
Thank you for leaving a comment on our site.
I am very sorry that you still haven't received this order. Your concerns are totally understandable, but please don't worry as we can help you sort this!
According to Royal Mail your parcel was delivered on the 6th of December. The logistic department has begun conducting an investigation with the courier, and will try to claim back the amount. Be aware that we very pity that this situation can happen and want you to know we won't let you in the cold. You've made this order on our store in good faith, and in case of problems, we can return this back. In addition, we encourage all to report any issues immediately to our customer service.
We have send you an email (ticket #25019936) to further assist you with this.
Thank you for your kind cooperation.
LightInTheBox Customer Service Team
If I could give this site negative stars I would. I bought a $50 dress, checked the sizing and the return policy. Come to find out the material is worse than Halloween costume material, the zipper didn't work, and the sizing was way off. It looked like I belonged in a horror movie. Because I knew I had 7 days to return I immediately looked to file a return ticket. The site didn't clearly show to to do that but eventually finding it I filed a ticket and waited for an email telling me that though the product came from an American warehouse I'd have to pay to ship it back to China. They Acknowledged that the cost would likely be more than the item so I could keep it and get 20% off of another dress or 10% off and keep it. Oh and the return wouldn't be processed until 20-30 day when it was "received" by the Chinese warehouse. Are you kidding me. This site sells garbage from China. If the pandemic taught me anything it was that the country is full of people who deceive and I should have learned that lesson before being out $50. That's messed up. They're conning people every day. I was the unlucky person today…don't be that person!
Hi Jill,
Thank you for reaching out to us on sitejabber.
I've checked the photo you've added in the previous ticket, we owe you our sincere apology for having sent this dress. The difference between the dress you've received and the one on the website is as clear as day and night. We'll make sure the supplier doesn't get away with this, so we can avoid other customers facing this very unpleasant situation. You were given the option to return for a full refund, or keep it with a 30% partial refund. Obviously, we would have fully covered your return expenses, together with the total purchasing amount, if you had decided to return the dress. Unfortunately, we don't have a warehouse in the States, the address you saw printed on the package is the USPS depot. I'm sorry a misunderstanding seems to have occurred, since you've told us you agreed to keep the dress with a partial refund.
We have sent you an email (ticket #25019925) 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 ordered a family matching ugly sweater. After I ordered all I receive says completed order then that's it? I didn't receive any updates in my email? And in my bank account they took the money out already for my order worth $93.10.
Where is my order then? Tracking number? Updates?
Hi Divina,
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 a 1st confirmation email will be sent on the day that we've received your payment and a 2nd once the parcel was dispatched. Sometimes our emails are marked as spam, so please also check those folders. You can also easily contact our customer service from your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I bought an ugly Christmas sweater for a Christmas party. When I received it, the screen print was shabby and the word Christmas carried over from the last print. Poor quality for what I paid for this item.
Hi James,
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
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Hi Kamil,
Thanks for having taken the time to leave a comment.
I regret reading you've experienced stress while waiting for the package. Custom duties are levied by the UK custom agency, moreover if you subscribed to our dedicated 'Tax insurance', then we will gladly refund the whole amount! 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 other issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team