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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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The most awful shopping experience to date. I ordered a pair of cargo shorts in good faith. They took a month to arrive and came up as a tight fit. When I tried to return the item they explained that they come straight form the factory in China and are based on Chinese sizes. What has that got to do with sizes? A 34" waist in the UK doesn't change in China! The returns policy is to give them to a friend or relative due to the return costs not being viable.
I will not use this company again and I highly recommend any readers to stay clear.
I have a wedding too go to on August 8th. I found a beautiful dress too wear. I ordered the wrong size. So I still had time too order the right size. They sent the same size again. Then sent me the right size. When I tried too return my two dresses I was told no that won't give me a refund. Then they told me 9.00 for a 45.00 dress and two of them. I will never order here again. Ever. Im reporting them to the BBB. If they do this too all thier customers they have a monopoly going on. I never complain. They have ruined me wearing that dress too the wedding. Please beware.
Dear Lori, we regret to hear about your problem. Could you please advise us your Order Number, so we can investigate your case further? Please be advised "243874433330" is not a valid order number.
We will then try to find a better solution for you. Thank you for your understanding and cooperation in advance.
The garment was a good price and just what I needed with lots of pockets but although it said it was 4XL (what I ordered) in fact it was several sizes smaller (I measured it as just an XL, i. E. 4 sizes smaller so not even close). After much tussle with the vendor, I complained to paypal who refunded my money.
Slow and wrong size delivered (garment size label inaccurate - by 4 sizes). Refund process is disgusting - designed to wear you out with more and more requirements to 'prove' the complaint. 5 photos and 3 messages from me later (mostly repeating the first message), I am still waiting for my refund. Will resort to credit card for repayment next.
Happy with the product and price, but delivery was foresee to be 6/12 days, it was 1 month instead.
Disaster!
4-7 business days mentioned on the website!
Already 15 days and no sign of my order, can not track it as well! Customer service doesn't care at all, there is no customer service at all!
Just stay away
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused. We will take full responsiblity of your problem.
I had conducted new Ticket ID =24101014 in our ticket center to follow up your case and provide solutions for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
Absolutely a waste of time, ordered two items of the same size, one fit, the other was no where
Near, the ‘company' blamed me for
Not being normal and wanted my measurements so that their ‘tailors' could check- oh really, against what?. Return process is diabolical, you pay to send it back to China and maybe you might get a refund for the goods and postage but only if they decide it was faulty to start with, would not trust this Mickey Mouse company if you want to receive decent customer service.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused. We will take full responsibility of your problem. Please don't be worried.
I had conducted new Ticket ID =24096127 in our ticket center and provide new solutions for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
Order shipped but not received. Customer service is useless. They just send a tracking number that says label created but not received.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused. I will follow up this case and resolve the problem, in order to meet your satisfaction.
I had conducted new Ticket ID =24095972 in our ticket center and provide solutions 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.
I ordered 2 dresses from this company. My first experience after paying for expedite shipping is the package did not arrive. I found out after 3 weeks they had not shipped yet. They said they would take care of that which they did,
When the package arrived the dresses did not fit. When I contacted the company to return the dresses They claim it said in my order the dresses were custom made and could not be returned. That was not the case. Please be careful when ordering from this website! I have never had an issue returning items in the US.
Read all the small print very carefully, because as I said to them, if I had known the items could not be returned, I would not have ordered in the first place.
This is Customer Service Supervisor from Lightinthebox. I regret to hear both dresses did not fit and you need to return them.
Please be noted both of your dresses are Made-To-Measure items. It means we asked our suppliers to tailor 2 NEW dresses for you specially, after the order was placed. This was why your order could not be shipped as soon as it was placed. We state this information on the product page. We feel sorry that you did not notice it before.
I truly value you as our customer and do really want to help you. I had conducted new Ticket ID =24095881 in our ticket center and provide Special solutions for your consideration. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Thank you for your cooperation.
Do not be tempted to purchase from this company.
Their 'returns' system is the most complicated and un customer friendly system I have ever come across. They will do anything to stop repayment. You think it is resolved and payment is being made back to you, but no, they pay it into your Light in the Box account for you to spend again (HA HA HA) or for you to credit your own Card. Complicated. If there were 5 negative Stars I would award them.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
In order to meet your satisfaction, I had conducted new Ticket ID =24095830 in our ticket center and provide a Special solution for your consideration. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and let us know if you would like to accept it. Thank you for your cooperation.
Not standard size and cheap material. Don't waste your money. Difficult to return and cost to much money to return.
I ordered a dress from here for my friends quince and it says it has shipped but sadly this is the only update I have gotten for it. I tried to email but y'all haven't reached out to me. I been waiting patiently. And the update that I do have says This number can't be found at this moment. It's not available in the carrier's system yet. Please check back later. I don't understand.
After submitting my review to Sitejabber, Lightin The Box was quick to respond to me directly. They offered to give me a full refund and I didn't have to return the unacceptable merchandise. I still stand by my original review but am very happy that if a product is unacceptable, they will provide a full refund (althougth you may need to do a Sitejabber review to get it!)
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem.
But we are afraid that you got a misunderstanding about them. The shirts were not made of cotton, but made of fabric "Polyster". We clearly state the following information on the product pages:
【Fabric: Polyster】
However, we also feel sorry that the stitching and the colors did not meet your satisfaction either. In order to help you, I had conducted new Ticket ID =24049074 in our ticket center and provide a 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.
Items were 20 days late arriving and were dreadful! Cheap nasty material, no labelling so not legal in the UK and the suit jacket was actually hard! Material really crushed so didn't even try them on!
I was offered free returns but now they are ignoring my emails and I'm £450 out of pocket!
Hi Jennifer,
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 and arrange a full refund. I want to assure you that we take this feedback seriously. For any issue you can also contact our customer service by login in to your account.
With kind regards,
LightInTheBox. Customer Service Team
Resolves queries promptly and to customer satisfaction. I am happy with the service provided. I would recommend
This is Customer Service Supervisor from Lightinthebox. I regret to hear this order did not arrive before the time you expected it.
Please be noted the shipping method you chose for this order was EconomyExpress. It usually takes 4-6 business days (5-9 calendar days) for the package to arrive. So your package was not delayed when it was shipped out on July 6th and delivered on July 14th. Hope you understand it.
As for your case, we are delighted to help you return the product for a refund. But currently, the orders need to be returned to our return warehouse in China. And for the non-quality products, customers will be responsible for the return postage. We clearly state the information in our return policy, which you might not notice before. You can check the return policy statement in following link.
https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
However, I do truly value you as our customer and want to help you. So I had conducted new Ticket ID =24049045 in our ticket center and provide special solutions for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and let us know your decision. Thank you for your cooperation.
Waiting 2 months for a refund and still haven't received it. Tracked the return so know they have received it.
Dear Pamela, we apologize for the inconvenience caused. We do really want to help you, but "4569705" is not a complete order number. Our complete order number should includes 8 digits. Could you please advise us your correct Order ID so we can help you resolve the problem in a timely manner?
Thank you for your understanding and cooperation in advance.
Ordered a shirt for a party which did arrive but is about 4 sizes to small with no labels or tags and cheap materials, when raising the issue with customer service I have basically been told that sizes are based on Chinese sizes and that it would be uneconomical for me to return the item as I would have to pay the cost so give the item to a family member, and I can have a 10% refund on my MONEY. KEEP WELL AWAY
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem. I had conducted new Ticket ID =24028722 in our ticket center and will help you investigate the case further. Once we confirm what caused the problem, we will provide solutions accordingly.
Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
Its a THIEF!
Bad product quality. They can ship to customer crap clothes and you're forced to keep them as the return shipment to China is higher than the clothes price. Basically you receive a plastic bag and your have to keep it.
Customer service response:
However, based on our experience, the costs for return might be the same or half the price of your parcel, even by using the cheapest tracking service in the post office. So, to return to China may not be the most economical option.
Instead, we suggest keeping the item, give it to a friend/family member. Sometimes, a new order for the correct size may be more cost-effective than a return.
We would like to propose the following offers which may be more beneficial and practical than a return:
A) Keep the item and receive a reward of 20% of the product's value.
B) Keep the item with a refund of 10% of the product's value.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
In order to help you, I had conducted new Ticket ID =24015097 in our ticket center to investigate your case further. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. If we confirm our products have any quality issue, we will take full responsibility of it and find a better solution to help you get out of the hassle. Thank you for your cooperation.
Of the last five products I was completely satisfied with three
Better filters for clothes and more frequent (and specific) delivery notifications might be for full stars
I'm very satisfied with my purchase. I got my parcel very quickly and the items are exactly as I expected them to be.
Thank you!
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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
Dear Kevin,
Thank you for taking the time to write a comment. I am very sorry that your order wasn't satisfactory and will try my absolute best helping you solve this.
The problems you've raised will be considered as very grave. I saw that you've ordered several items. Are you unsatisfied with all the items? Can you please let me know which of those you wish to return? The package left our warehouse on the 16th of July, was available for collection merely 8 days later. According to Royal Mail it waited another 4 days to be picked up. In addition, a return ticket can be requested with just a few mouse clicks from within your account. There aren't any tickets to be found under your account. You would have received a confirmation and reply within 24h from a customer service representative to help you handle this.
We have sent you an email (ticket #24129915) to help you resolve this problem. I stand by that we can help you obtain a refund without too much effort!
Awaiting your details,
LightInTheBox Customer Service Team