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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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Al ser una plataforma nueva en mi experiencia, surgió en mi incertidumbre de la formalidad y puntualidad que tendrían al realizar la compra. LightlnTheBox me a dejado con una gran satisfacción ya que la plataforma es practica y los tiempos marcados son respetados y siempre están al pendiente de los procesos por los cuales se van generando para la entrega. Mi producto llego en buen estado y justo con las características pedidas así que concluyo que LightInTheBox es una Plataforma confiable.
Bought a sweater from them, I am normally a medium, ordered a large to be safe.
Could not even zip the item up it was so tight.
After contacting them they told me that the cost to me for returning the product would probably exceed the value of the garment--OMG--Then they said that they would give me peanuts as a credit to be used on a future product
Please, please please-buy whatever your considering from someone else, even if it costs much more you will be better off
Follow up review 12/7/2021
******The company reached out a 2nd time and went out of their way to rectify the situation.
Have to say that I have gone from being pretty upset to being very impressed
Already writtena review on another site not sure why this site is relatively positive. Item ordered 29 Nov, on checkout delivery stated 5 to 7 working days, customer service thought this was 6 to 9 working days (incidentally shipping is expensive). In any case, the item was still in processing 5 days later and not shipped. Contacted Customer Service which was responsive and fast. Processing estimates then slipped from 7 Dec to 9 Dec (this is still not shipped at this date). Could not guarantee delivery by 14 Dec. Checked ordering item again on 6 Dec and 6-9 working days is the headline time on the website. This situation seems, being generous to the company, a very inaccurate order to delivery timescale. I know it is leading up to Christmas but this is very poor and other firms in my experience do much better. If you are now ordering for Christmas good luck. Customer Service has arranged a refund but that was not, in the end, what I wanted. The company would have gained a zero score had it not been for good customer service. An update to my reviews is that customer service said they would cancel my order. After waiting a suitable period I did this myself.
Hi Lyndon,
Thanks for writing a comment.
I am very sorry that we couldn't have your order ready within promised deadlines. As you have mentioned in your review, the peak period of online sales is now full on. As a result, some suppliers are unable to cope with the increased demand. We regret this was the case for the ordered hoodie, and I can understand if this first experience with our store has left you with a negative feeling.
We have sent you an email (ticket #24908074) 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
My products came well packed and with efficiency. There was regular notifications for the tracking service. And fortunately I received what I ordered. Never being too sure about online shopping, especially with sizing, I'm happy to have guessed correctly. So LITB well played. I'll be ordering again soon.
Purchased several items for my sisters kids. All items purchased not sent together and forced to pay $40 in duty fees for 2 items? On top of 30+ dollars in shipping fees? Never again!
Hi Andrea,
Thanks for writing a review on our page.
I am sorry for all inconveniences caused and will try my best to help you with this. Upon verification I saw that the complete order was despatched in 1 single package. We'd like to refund 100% Tax Fee to you since you paid for the Insurance for Duty & Tax of this order.
We offer several shipping methods that will cater to customers with different needs. I've checked and you've chosen our 'expedited' shipping method'. This is our premium shipping method and thus more costly compared to the other shipping options we have on offer.
We have send you an email (ticket #24908060) to further help you with this.
We are looking forward for your reply,
LightInTheBox Customer Service Team
I purchased a jacket from LightIntheBox and it was grossly misrepresented - order #: *******. The materials were the lowest quality I have ever encountered, and the sizing was so inaccurate that I essentially felt ROBBED.
When I tried to return it or exchange it, the customer service rep "Abbey" played dumb, blamed ME, and left me hanging with no resolution or satisfaction.
LightIntheBox doesn't even deserve 1 star and is NOT LEGIT. I will NEVER order from them again.
Hi Marcus,
Thank you for reaching out to our customer service.
We apologize for the inconvenience. Upon checking previous correspondence, I am afraid there could have been a major misunderstanding. A return request was made, on the base that the jacket didn't fit. There was no mentioning that the quality was bad. Your return request was accepted, several propositions were made, but unfortunately we didn't hear you any more since then.
Don't worry, we understand that you still wish to proceed with a return, and I'm more than happy to guide you with the procedure. Once the parcel reached us, it will be subjected by the quality checks of our warehouse staff. If they can find any quality problems, then we will also be able to cover your return expenses in full.
Please check your mailbox, you will find an email (ticket #24908027) with the return instructions. Feel free to reply if you have any questions or need further assistance with the return process.
It is always a joy to help you!
LightInTheBox Customer Service Team
Ordered 2 sweatshirts for my grandsons who never recieved them despite several attempts to contact company. No one got back to me but they had no issues taking my money.
Hi Susan,
Thank you for reaching out. I am sorry that you have been waiting all this time, it is highly unusual that you haven't yet received the sweatshirts after all this time Can you please tell me the order or parcel number? Obviously you don't have to be worried, a refund is due in case the parcel would be lost, or returned for some kind of reason.
Hoping to hear you soon!
LightInTheBox Customer Service Team
Don't ever buy any clothes from this "LightInTheBox"!
Their men's sizes are like kid's. If you should need to return or change sizes, you need to pay your own shipping fee and ship it to a Chinese address. It means slow and costly for the returning process. They won't refund you until they receive your returned item.
Hi Robert,
Thank you for leaving a comment on our page.
I am sorry for the troubles caused. We firmly believe returning an item should be easy. The sizing might run small when compared to your habitual North American size. For this reason we indicate all our products with their exact measurements --in both inches and centimetres-- on our website. But no worries, you may return the jackets back as instructed last week. Once your parcel would have arrived it will be subjected to our warehouse their quality checks. In the event the measurements of the jackets wouldn't correspond with those indicated on the size chart, then we will be able to refund your return postage in full!
We have sent you an email (ticket #24908009) 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 purchased a dress online from Lightinthebox.com when I received it, it looked more like a costume rather than an elegant gown which is what they categorized it as. There isn't any phone numbers to talk with a live person; only email. I have an attached copy of the return policy prior to me contacting Lightinthebox.com which they state it's fit to measure even though I never sent in my measurements; what they consider specially made is nothing more than your standard size selection: Small (S), Medium (M), Large (L), etc. After I sent the email, I went back on line and, sure enough, they changed their policy. All this happened within hours. I am going to a formal event and do not want to wear a costume. I requested a full refund due to fraudulent charges conducted on their side with the return policy. After posting a negative review, the company decided to reach out to "act" as if I never brought this complaint up when I put in a customer service ticket in the same day I received the package. I received an email from them requesting pictures of all items. I complied and sent the pictures to them, and they responded back telling me that I could only receive 40% back on the entire purchase instead of a full refund. This violates the return policy that they are advertising which is you receive a full refund on items returned within 7 days of purchase that is in brand new condition. This company is a fraud and I would strongly advise that you do NOT ever buy from here. I will continue to bring awareness to the Better Business Bureau as well as the Federal Trade Commission which handles fraudulent acts such as this!
Dear Vanessa,
Thank you for leaving a comment on our page.
Please accept our apologies for having faced this very unhappy shopping experience. I've checked your previous ticket, and saw that you've returned the package back just yesterday. We like to thank you for having followed through the return instructions, as agreed we'll immediately proceed with a full refund.
We invite you to check your mailbox (ticket #24907997) 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
To buy a product, I had to register with them and a part of that is giving your email address. Before purchasing the product, I decided to check more reviews. There were numerous complaints about wrong sizes being sent... So, I didn't purchase the product. After that I started getting emails. I unsubscribed at least five times and I still got an email.
Hi Peter,
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 issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team
Overall I was very satisfied with my last purchase on LightInTheBox, the delivery was on time and the products were very good, also if one of them was bigger than expected.
I ordered 2 orders. 1 for around $21. The other was for around $98. They both have been paid for the minute I ordered them. Now even with the $29 expedited shipping, says same thing on both. (Processing) I sent a msg in their app. No answer yet. Getting worried. These are Christmas gifts.
Hi Debbie,
Thank you for reaching out to our customer service.
Please don't be worried, both orders will arrive largely in advance before Christmas. The premium shipping method was chosen for the largest order, which according to DHL was delivered yesterday. For the second order, you've selected one of the cheaper shipping method, at a cost of $5.52. It would have been more advantageous to gather all the items in 1 single order. You can follow the second order from the tracking link below:
https://t.17track.net/en#nums=9200190281670522203030&fc=21051
We have sent you an email (ticket #24907945) 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
Ho acquistato un videocitofono con cavo e derivato interno da 9 pollici WiFi con foto istantanea e registrazione video e sono rimasto senza parole quando ho aperto il pacco, sembra un vero gioiellino che funziona benissimo e si può gestire anche dal mio cellulare attraverso una App dedicata.
Veramente un ottimo acquisto considerando il rapporto qualità prezzo.
Je n'ai pas grand chose a dire car je suis pleinement satisfait du sérieux dans les commandes ainsi que dans le suivi client et marchandise.
Continuez comme ceci c'est très bien
Cordialement
G. C DAVID
Ottimi prodotti, prezzi moòto interessanti, consegna nei tempi
Don't waste your money in this online shop! What you see is NOT what you get business with them. No wonder they don't disclose details like what materials the clothes are made from; they don't even provide us that option of zooming in more on the picture so we could have a better look at the fabric. They just remake/copy the item displayed on their website using the (most) INFERIOR fabric. And the quality? It's not even that cheap for what it is. TIP: If you're like me, despite knowing the low rate review, still want to take the risk, just make sure that you take a screenshot or note down the price of all the items you are ordering. It's very useful in case of a refund. If you get refunded at all, that is.
In the provided pictures: photos of what I got and how it should be as displayed online.
I ordered a total of 10 items minus 1 that went out of stock. Very disappointed by the fabric used. Not at all what I've expected based on the pictures shown online.
Hi J. Meiner,
Thanks for writing a comment on our page.
I feel sorry that you have faced this very unhappy shopping experience. Based on your case, you are able to return the items for a full refund, or keep everything with a 50% partial refund. When reading through previous correspondence, I saw that you've opted to keep the items. The amount was already refunded to your bank account. We will add another refund for the custom duties in another transaction. In case you would prefer a full refund, then returning is still an option.
We invite you to check your mailbox (ticket #24907925) 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
Habe die bestellte Ware sehr schnell erhalten. Die Qualität ist tipp topp. Die Zoll - und MwSt- Gebühren wurden umgehend rückerstatet.
Lampe efficace qui correspond à mes attentes et... à celles de mes plantes!
Very quick expedition
Very good product
Very good tracking
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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
Hello Jason,
Thank you for leaving a comment on our page.
We truly apologize for the inconvenience. We'd like to refund 100% Tax Fee to you since you paid for the Insurance for Duty & Tax of this order. Please upload a picture of the invoice in the next reply. There is a fair chance that your package will be abandoned if you refuse to pay the custom duties. This would be considered as your responsibility.
We offer several shipping methods that will cater to customers with different needs. I've checked and you've chosen our 'expedited' shipping method'. This is our premium shipping method and thus more costly compared to the other shipping options we have on offer.
Please check your mailbox, we've send you an email (ticket #24908093) with further details.
Hoping to hear you soon,
LightInTheBox Customer Service Team