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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 ordered men's medium size but they are not European size - trousers match description apart from sizing very small - not same as European.
Company have refunded in full ( following negative comments on site) so issue resolved fairly by them and as agreed.
Trousers were fine, delivered as expected but SIZING is an issue beware of this when ordering
The quality of the dresses is lovely. The return issue was resolved well as the customer service supervisor made an exception for my situation. Be aware that all gowns are made to measure whether or not you order standard size or send in your measurements. There are no returns for these.
This is Customer Service Supervisor from Lightinthebox. I am afraid that you misunderstood us.
Please be noted all our Wedding Events dresses are "Made-To-Measure" products. It did not mean the dresses were made based on your measurements. It means that we did not have any dress in stock. After you placed this order, we asked our supplier to tailor two NEW dresses for you specially.
We also clearly state this information on the product page. You will be easily to find below statement below "Add to Cart" button:
【This is a Made-To-Measure item, which is produced one by one. All sizes and color choices, including all custom measurements, require additional tailoring time.】
Based on our policy, usually we are unable to accept return for non-quality Made-To-Measure products. However, I truly value you as our customer and do really want to help you, so I'd like to find a better solution for you.
I had conducted new Ticket ID =22669411 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.
I read reviews so I thought I was safe to purchase, I was wrong, clothes not true to size at all, I ordered dec 10 didn't get my items until Jan 8, they sent wrong color of a sweatsuit I ordered, I will never order from this site again beware
Dear customer,
We apologize for the problem. Could you please provide us with your Order Number, so we can further check your problem? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
Do not buy any clothing from this scam site!
FYI, I wear a XL men's shirt alI day long, I am 6'1" and not obese. I ordered three shirts, three button down and one casual pull over. I used their absolutely erroneous sizing chart and even went conservatively larger just to be safe. What arrived was a mess of ill-fitting garbage. The shirt I wanted the most (BD "button down" 1) was canceled by them and refunded immediately. The rest of the order I only initiated to get free shipping went as follows. BD 2 was marked as XXL on the shirt, and was super tight, like just under a large. BD 3 was a barely a medium at best. The stitching was cracking just handling the shirt and it was four inches short of touching the buttons when I attempted to put it on. The pull over was marked as 5X! It is a circus tent!
I tried in vain to get help from their "customer service". You can not return any items for a full refund. They offer only a 20% toward a new rip off. You are stuck, SOL
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 =22647592 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 and let us know your decision. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
So I ordered two things from this site, here are my two reviews of each product:
1. It's at least the actual thing that's in the picture unlike the other thing I bought off this site. Fabric feels a bit thin. A whole bunch of little pieces of fabricI think were on it when delivered and a smudge of something on the collar that I don't really know what it is. I was happy that it at least shipped something, I was kinda worried that this whole site was fake. But it's real. The site also doesn't allow you to pick a picture for you review, you have to take it in the moment and it kinda just accept and doesn't accept the picture at random, which is why I didn't put very good pictures in.
2. Very clearly not the jacket in the picture. Fabric feels cheap. Not very surprised to be honest. I was happy that it at least shipped something, I was kinda worried that this whole site was fake. I probably won't wear it very much but I'm gonna keep it anyway.
At first i thought the site as a scam, because it looked weird. But when I made the courage to buy something of of it I was surprised to see the quality of the product and that it actually arrived. Very pleased with the experience 5 stars from me!
I purchased two kitchen taps from this company both of which were found to be defective on installation by a certified plumber. Light in the Box have done everything possible to avoid refunding me. When I left a one star review on another website they tried to bribe me into changing it to five stars.
This company is to be avoided at all costs. Please save yourself the pain of buying rubbish goods from them.
Would give 0 stars if I could.
Do not buy from them.
I ordered a gift on December 2nd, paid $10 extra for shipping. Delivery was promised in 3-5 buisness days. It is now almost January 4th and it has claimed to be in Queens NY (about 2 hours from where I live) since December 4th. Quote that it has "left the vicinity". Not anywhere in the site states that they ship from China, I had to look them up. I have ordered things from China and Europe from other sites that have arrived in 2 days. Customer service is not any help. Any time you ask for your order all they say is that its coming. Won't give refunds, nothing.
This website is a complete and total scam. Unprofessionalism at its finest.
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 =22518952 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.
This company has the nerve to send me a child large winter coat when I ordered a mans 2XL then tell me they will give me a $30.00 credit for future purchase like they are doing me a favor. I will never purchase anything from this company again. They are crooks and need to be put out of business.
This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
We apologize for the coat is not fit. Please be noted that we asked for your own measurements because we wanted to check what caused this problem. While you did not provide the requested information. In this case, we are unable to verify if our coat has any problem.
Please be advised all our clothes are sold with specific measurements. As our size chart is not US size, you need to measure yourself first and refer to the size chart to decide which size to take. If you just pick normal size without refer to the measurements, the clothes are always go small.
The coat measurements you ordered are as follows: Bust: 118 cm Length: 80 cm
If you did not check our size chart and realize that you ordered wrong size for the coat, we apologize for that. We'd like to help you return this product. While based on our policy, usually we are unable to cover any shipping fee incurred for the return of non-quality products.
However, I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =22511013 in our ticket center and provide new Special 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.
This is an updated review: Buyer beware. Purchases from this company are VERY DIFFICULT to return. I had a nightmare situation where my item return was sent back to me after sending it to a China Warehouse. It took 6 months of frustration trying to get my money refunded as they promised within their awkward ticketing system. I finally found a way to send a message to a supervisor and at the same time, wrote my harsh review here. I'm not sure which was more effective, but they quickly refunded both my purchase price and my return shipping. I felt ignored, but finally they made it right. Just note that anything that might not work (my items were non-functional) could be a big headache for you. Before this experience, I did have another purchase that was shipped quickly, worked, was exactly as described and I was very happy. The 3 stars is an average of both purchase experiences.
Dear customer,
We apologize for the problem. Could you please provide us with your Order Number, so we can further check your problem? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
Quote "After placing my order for over a month till now I can't get my refund. Order number **************"
The refund was received thanks to a customer service representative called Rebecca.
This is Customer Service Supervisor from Lightinthebox. I would like to help.
We had cancelled this order as you requested in previous Ticket 21992433. And our financial department had completed the full refund for you on 2020-11-26. We feel sorry to hear that you still did not receive the refund.
I had conducted new Ticket ID =22476860 in our ticket center and will help you get the Refund Proof from our financial department. 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.
I would give LIGHTINTHEBOX 5 STARS if they have an easier way to contact with a consistency on the customer service.
I didn't receive my order and was frustrated when my emails were returned " because "email address not found".
I got their response promptly before but this time!? It turned out I clicked on the email address that was already closed?! And "the phone was not in service" since not being up date! I understand the phone is not a good option when you're a global web sale, but the customer service email is a priority, it must be always available for a "business contact information."!
With all that trouble I got, it came up to me instantly that it's a scam, I went to the review site and found that the other customers got the same issues. I gave them bad reviews. But as soon as they got my reviews they contacted me and resolved the delivery problem immediately! (Wondering if Lifgtinthebox is under new Management?!)
Anyway, I would like to extend my APOLOGY and take back my words for calling them scam.
I'm now waiting for my package coming to see how long it takes for the delivery and will update later.
Again, I appreciate REBECCA, CUSTOMER SERVICE SUPERVISOR, for quickly resolving the problem and for your effort to rebuild CUSTOMER TRUST IN LIGHTINTHEBOX!
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.
We are really sorry to hear that you still did not receive this package. Please be noted that our logistics department had contacted the shipping company for help to investigate your case in July. Unfortunately, we still did not receive any checking result until now.
We also feel sorry that your previous Ticket was closed by the system by accident. Next time, if you find the ticket is closed by mistake/accident, please submit a new "TICKET" to contact our customer service department, as you previous did. We will follow up your case again as soon as we receive your new ticket.
We apologize for all the inconveniences it may have caused. In order to help you resolve the problem, I had conducted new Ticket ID =22476805 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.
This is a follow up to my posting that showed up earlier today. But was written two weeks ago regarding purchase of two shirts -- one too large; one too small. When I complained to my credit card company, they did reverse the charge and the credit card company said the dispute was approved and closed out. So, presumably, the company did act in good faith and voided the charges. Hence, I raised my stars from 1 to 3 since a) I was not out any money; b) but I still have to undergo aggravation and lost time.
I placed an order in October for a Christmas present. It never arrived and customer service said it would arrive at the end of January. That's 3 months delivery time for 1 package.
Dear Terry,
Thank you for having reviewed our website. First we want to let you know that we are very sorry that this order still hasn't reached you yet. We will try our best to quickly solve this problem.
I see that your order dispatched on the 29th of October with our most economical shipping method. According the international carrier your package arrived on the 16th of November in Ireland. Given the long time it arrived in your country we assume that by now AN-post has already send your parcel back to us. Unfortunately we can't provide more detailed information, as this type of parcel cannot be tracked after having arrived at the destination country.
Tracking link:
https://t.17track.net/en#nums=9063701158906&fc=190072
In this case we suggest sending your order a second time through improved shipping method. If you agree then this order could reach you within the next +- 15-20 days. However if you don't wish to wait any longer, then we will immediately refund you.
We have send you an email (ticket #22439461) and we'll be awaiting your decision how you like this problem to be resolved.
We are looking forward for your reply!
LightInTheBox Customer Service Team
Do not order from this company unless you can wait 30 days for your order. First order took 29 days. I stupidly ordered a second time before first order arrived. Placed order 11/27. Still do not have it. USPS has yet to receive order. Company claims to have shipped 12/8 but will not verify order actually shipped nor will they make any effort to track order. Customer service responses are fairly quick but are often "form " responses that do not address the problem. Also, there is a language problem with some responses. In short, they answer but do nothing but provide inappropriate excuses. Save yourself some grief—just don't order from this company. No matter how cheap or attractive the product is it is not worth it. I have no photos of product because it was never received & my order has been deleted so I cannot verify order. Stay away from this company
Dear customer,
We apologize for the problem. Could you please provide us with your Order Number, so we can further check your problem? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
I placed a order on November 28 2020 it's now 12/23/20 still waiting
Order# *******
This is the WORST ONLINE BUSINESS
This is Customer Service Supervisor from Lightinthebox. I would like to help.
We sincerely apologize for the shipping delay. Please be advised that we had sent to your package to USPS China Agent on Dec. 6th. However, currently USPS is overloaded by packages due to the busy holiday season (Christmas, New Year). So they require longer time than before to deal with all the packages and ship them to US.
We confirm your package is still on the way to US. We have asked the courier to prioritize the order delivery. So would you please be kindly waiting for a few more days? We'd like to apply for a compensation for you at the same time.
I had conducted new Ticket ID =22416573 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 and let us know your decision. Thank you for your cooperation.
A Christmas scam. On Dec 2nd I ordered Christmas tshirts for my family to wear on Christmas morning for fun. I placed the order around a blaze of Christmas advertising promises of "order now, in time for Christmas", etc, etc.
Well, guess what? Its Christmas eve, and no sign of the order!:(
SCAM! Very disappointing.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused. Your order was delayed because it is a peak season. But I will follow up this case and resolve the problem, in order to meet your satisfaction.
I had conducted new Ticket ID =22416616 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. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
More than 3 weeks since I have placed the order. No estimated time on delivery. Customer service is practically not existent - you can only chat online. Very unreliable service. Will contact my credit card company to get refund.
Dear customer,
We apologize for the problem. Could you please provide us with your Order Number, so we can further check your problem? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
Company is using irrational/incorrect sizing on clothing items (e.g. Items sold as 3XL are barely the size of a standard US XL size!).
A request for return due to mislabeled size resulted in an instruction to falsely and illegally complete a customs form (a return is not a gift!), and cover shipping to China (which is close to $80 for a $100 order!).
These guys expect that the customer won't bother with these insane process and cost of return, and thus keep the items and accept the loss (which equals a successful sale to them).
In summary: a crooked company with illegal business practices!
Dear Michael,
This is customer service from lightinthebox, Please note that we are not using a national standard size, we are using our own. This is because we ship to over 200 countries and many of them have a completely different size system.
But to prevent customers from ordering wrong size, usually the details of size are presented in the ‘“Size Chart”’ on product page, which includes different measurement information, such as waist, bust, hip, etc. You could choose the products according to the size chart.
Considering your feelings, we will offer special solution for you. Could you please tell us the order number so that we can follow up your case and resolve the problems with our greatest effort?
Best Regards,
Samira
Lightinthebox Customer Service
I bought a faucet from them that I wanted to use after I finished remodeling my bathroom. Unfortunately, the faucet does not fit and I cannot use it. I have tried to submit ticket numbers and the staff has not been helpful at all. They are acting like I didn't buy it from them when the order is right in my account. I am trying to return this faucet as it was rather pricey and I cannot afford to eat the cost.
Update: the company has reached out and is offering a full refund so I am waiting to hear back from them. They have been really helpful so far that I am willing to buy from them in the future.
This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
Based on our return policy, for "Non-quality" products, we can only accept and will initiate the return process within 7 days of the order receipt. You can check the return policy statement in following link.
https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
Your order was shipped via DHL on Feb. 29th, so you should have received it in the first week of March, 2020. It has been over 9 months since you received the order. Usually we could not accept your return request because the order passed the return warranty.
However, I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =22381179 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. Thank you for your cooperation.
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This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
We regret to hear the pants don't fit. But please be advised we are a company serving customers all over the world. So we can't sell the pants in EU sizes only.
In order to help customers pick the correct sizes clothes, we sell our clothes with specific measurements. You need to measure yourself first and then pick the correct size by checking the specific measurements stated in the size chart on each product page. If you just pick normal size without refer to the measurements, the clothes are always go small. We appreciate your kind understanding in advance.
After checking, the pants' measurements you ordered are as follows:
Size M- Waist: 28¼-34¾ inch, Hips: 38½ inch, Length: 39¼ inch
If you did not check the measurements when ordering and realized that you picked wrong size for the pants, we apologize for that. While we'd like to help you resolve the problem with our greatest effort.
I had conducted new Ticket ID =22647816 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 and let us know your decision. Thank you for your cooperation.