On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
I ordered a plastic bath toy boat for my grandson. I paid $22. And change for the item. It took almost a month to get the boat and it came today. The box the toy was in was totally destroyed, and the boat was intact but dirty. I will not order from this company again!
On Aug 30th I ordered 2 items for a wedding at the end of the month in Sept. I paid $297.08. After 2 weeks I contacted the company and they couldn't find my order but I was charged. I was in a chat with "Fabio!" After further research he sent me an email stating it was being shipped Sept 9th. I still have not received the items and from Sept 9th on this company has refused to respond to my inquiries. They have my money, paid thru PayPal, and I still have not received my items for a wedding back in Sept. I've also reached out to Consumer Affairs and the Better Business Bureau as of yesterday. This company is irresponsible with its customers, rude and unprofessional not to respond and correct this issue. The only correction I will accept at this point is to receive my money back! Reaching out to Yelp as my next review on Light in the Box.
I have proof of purchase and am happy to share it directly with a representative of this company to resolve this issue.
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.
Ordered cargo shorts for my husband. Standard size for USA. When ordering from a search, it does not tell you it is coming from China. Sizes are way off. Customer service is horrible. Returns to China are expensive and they offer only a 10% refund or exchange at a 20% discount. Don't waste your time and money. STAY AWAY FROM THIS SITE.
Dear customer,
We regret to hear the clothes you bought did not fit well.
Please be noted we are a company serving customers all over the world. So we can't sell the clothes in USA sizes only. But all our clothes are sold with the specific measurements. Our customers need to measure themselves first, compare them with the size size and then to decide which size to take. If you just pick normal size without refer to the measurements, the clothes are always go small. We appreciate your kind understanding in advance.
But we'd like to help you further, in order to meet your satisfaction. Could you please provide us with your Order Number, so we can try to find a better solution for you?
Thank you for your understanding and cooperation in advance.
Firstly I want to say that they respond to reviews and queries masquerading as concerned but it's just a ruse. All talk and damage control, no walk.
I ordered a fidget toy from them previously, and it took so long to be delivered I forgot I purchased it. Upon arrival and opening the padded envelope, the paper and plastic packaging was somehow torn and dirty. The item itself was a bit scuffed but functional so I let it go.
Last month, I ordered a dress for my sister's graduation. After submitting a friendly enquiry for a status update as I couldn't see it in my lightinthebox account, I was told the order doesn't exist. I'm thankful I put it through PayPal as it was in the triple digits USD. The customer service is ridiculous, they send stock messages that don't even address what you're saying. I've seriously had to restrain myself from using more colourful language. I had my ticket closed even after sending screenshots of all payments and confirmations, no acknowledgement of the order. It's such a great way to make money I guess, just straight up scamming people.
I should've read other reviews first, not worth dealing with this lot. I don't need a reply to this comment either thanks, I know nothing will come from it given your track record.
Dear customer,
We apologize for the problem. Could you please provide us with your Dress 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.
Even when ordering a standard size they will not take back something that doesn't fit. I will never order from here again.
This is Customer Service Supervisor from Lightinthebox. I regret to hear that you want to return this order.
Please be noted all our Wedding Events dresses are Made-To-Measure items. It means that we did not have any dress in stock. After you placed this order, we asked the supplier to tailor NEW dresses for you specially. You might also be able to find the "Made-To-Measure" icon on the product page, besides the picture.
According to our policy, we are unable to accept return for any non-quality Made-To-Measure items. 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 realize it is the first time you ordered from us. So you might not notice the "Made-To-Measure" icon when placed this order. I can fully understand your disappointment in not returning the products you could not use. I truly value you as our customer and would like to handle your case specially this time.
I had conducted new Ticket ID =21823416 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 tell us your decision. Thank you for your cooperation.
Ordered two cardigans from this company. Quality really poor. No phone number call. Had a couple of emails, latest from them says its too expensive to return to China so would I keep the items and take 30% refund.
Dear customer,
We apologize for the problem. As for your case, could you please provide us with your Order Number firstly? Our supervisor will further check your case and try to find a better solution for you.
Thank you for your understanding and cooperation in advance.
My card has been charged twice,
I have received nothing,
Customer service ridiculous, doesn't respond to my situation, says it's resolved now!?!
Already called my credit card company for this FRAUD.
I just wanted a holloween costume.
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 ordered a dress in June for my grandson's Aug. 21 wedding. The ordered included my exact measurements to have it made especially for me. When I received it about a month later, I was shocked that this multi layered chiffon dress that was supposed to be 53" from hollow to floor, was, in fact, 66!" The workmanship was also terrible, with gaps in the layer of chiffon big enough to put my fingers in. The built in bra was deformed on the right side. I had repeated emails to them to send it back and finally contested it with Citibank. They don't take pictures, and the 3 page complaint chat with them, didn't seem to change their minds. Light in the Box did offer me $75 to take it to a seamstress to get it fixed. Heck! I can sew and this would have been a nightmare to fix. I would not trust Light in the Box ever again, and would think twice about the product protection offered by Citibank! I am 5'2" and this dress would fit my 6'2" husband, but it is not his color!
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 know that you preferred to get a full refund for this order. While after checking, it shows that you had already asked a chargeback of your payment. In this case, normally your bank will return the whole payment back to you. So did you receive the full refund?
If your problem was not resolved, please let us know as soon as possible. I will contact you again and find a proper solution to help you get out of this hassle very soon.
Thank you for your understanding and cooperation in advance.
This site has a lot of good stylish clothes, and everything that people want. I had ordered a hoodie and its quality was very good and very nice so if you want to buy hoodies then go for it. But i had ordered another dress which looked very different in picture but when i received it, it was very loose the design wasn't perfect as it was shown in the picture also the quality was really bad.the shipping took a very long time, we got the delivery after 3 weeks when it had given the time of arriving after 4 days. It really delays and you need to consult them by calling all the time. When you refund the item they will let you keep the thing and take half of the money. Its still better to not trust this site as it just wasted your money, try out some good online portals but not this one and try to buy thing onsite. Thanks
Dear Customer,
This is Customer Service Supervisor from Lightinthebox. I am glad to help, I will follow your case and help you to resolve all the problems.
Thank you for your affirmation and love for our hoodies, we are trying to provide better quality with lower price products for customers all over the world, For the dress order, it is very abnormal shopping experence, could you please help us to confirm it, not only the not as advised, but also the delayed delivery.We really need the real feedback as yours to prevent similar situation from happening again.
I would like to follow your case on my own, could you please tell me the order number or the name you used to place the order? I will further check what caused the problems and then help you resolve all the problems with our greatest effort.
Best Regards,
Customer Service
Lightinthebox.com
I purchased a 1080p webcam. After receiving it I noticed immediately it is very low quality.
After testing it I found out it's not according to the specification. I asked for a refund, and agreed to send the item back in return for a refund.
I shipped it back, and the seller refuse to give me refund, so I don't have the item and I lost the money I paid for the item and for the shipment back.
Dear Customer,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help, I will follow your case and help you to resolve all the problems.
We are sorry for the unhappy shopping experience, We have zero tolerance for quality problems, we will take the responsibility, please understand we need the product be returned to check the quality issues, so that we can prevent similar situation from happening again, as our return policy, we can only arrange refund after we receiving the return package, could you please tell us the order number and the tracking number of return package, we will arrange full refund at once if we confirmed the return package received.
I would like to follow your case on my own, could you please tell me the order number or the name you used to place the order? I will further check what caused the problems and then help you resolve all the problems with our greatest effort.
Best Regards,
Zoe,
Customer Service
Lightinthebox.com
I ordered a phone case and i receive a call from postal service saying if it has to be delivered to my door step, there will be additional charge of 32aed, this was never mentioned while purchasing and when i mailer their customer service, they were like whatever your country of residence charges is not their responsibility it seems and if order is not collected, money wont be refunded. What sort of service is this? I work for an ecom too. Really poor service. Please do not buy from them!
This is Customer Service Supervisor. I am glad to help.
We do really want to help you but we get confused. Do you confirm the extra fee you were asked to pay was "delivery to door" fee, not tax fee? There was no other customer mentioned about this fee before. Normally customers might only be charged tax fee upon order delivery.
I truly value you as our customer and do really want to help you get out of this hassle. So no matter what was this fee for, I'd like to apply for a refund of this fee for you as compensation. Could you please send us a receipt to show this fee?
I had conducted new Ticket ID =21767701 in our ticket center to follow up 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.
If it's too good to be true it probably is. Ordered yoga stretch pants totally inaccurate sizing even though I ordered a size larger the size was still too small. Cheap, Cheap material and I think I could have cut out a better pattern with my eyes blindfolded and hands tied behind my back. My daughter tried them on and I couldn't stop laughing, but it's not really funny when you lose money on an item like this.
Dear customer,
We regret to hear about your problem. As for your case, could you please provide us with your Order Number firstly?
Please also advise us more details about your problem so we can further check what caused it. We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
They took a lot longer shipping out then they said and shipping is expensive. Not true to the size chart they provide. Feels thin and cheap. They will not accept returns. In my opinion this was a horrible deal. I bout two different items from them on one order and both are bad.
Dear customer,
We regret to hear about your problems. As for your case, could you please provide us with your Order Number firstly?
Please also advise us more details about your problems so we can further check what caused the problems. We will help you resolve the problems with our our greatest effort.
Thank you for your understanding and cooperation in advance.
I have been trying to contact customer service for exchange and no luck they pretend they don't understand my stuation and I know they understand as it is simple. I spent over $600 for 2 human hair wigs that I liked on their website so I wanted 14 inches however they sent me 8 inches. So I contacted them regarding the issue I sent them the order number, my address where the wigs were delivered, my full name, the date of purchase and amount paid and the photos of the wigs that they sent me. So they came back to me asking to measure the wigs and sent the measurements to them like they can't see that they have sent me 8 inches they got all the details they are able to check what inches they sent. It is so frustrating and I mean I had enough of these people I don't know where else to go I want to complaint about them, I am not asking money back I'm asking to receive the right inches and I can pay the differences in the prices of sending back the wigs and if 14 inches cost more ofcourse I'm happy to pay the differences as well.
Is anyone here knows who else I can go to as this is rip off they only money grabbers
This is Customer Service Supervisor from Lightinthebox. I am really sorry the previous representative did not offer you enough support. I will follow up this case and resolve the problem, in order to meet your satisfaction.
Actually I am afraid the previous representative did not check your order details carefully. I've checked and find the original size you picked for both wigs was "8 inch".
Below is your original order details:
【S56622580000B [Lace Color: Medium Brown Lace| Cap Type: Glueless Full Lace| Color: Black / Bleach Blonde| Density: 150%| Hair Length(inch): 8 inch| Cap Size: Average|]
S71416250000G [Lace Color: Medium Brown Lace| Cap Type: Glueless Lace Front| Color: Natural Black #1B| Density: 150%| Hair Length(inch): 8 inch| Cap Size: Average|]】
We are afraid that you might choose the wrong size by accident.
But I will help you out of this hassle with my greatest effort. I had conducted new Ticket ID =21738340 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 tell us your decision. Thank you for your cooperation.
El producto llegó en tiempo y en perfectas condiciones de embalaje. Lo que recibí era lo que se anunciaba.
It's a dogy company!
Stay away from them‼
Don't buy anything from them‼‼
They will blame you if you never receive the parcel!
They will never dispatch the parcel, and as compensation, they will offer you 30% cash and some uses voucher for 50%. Which means they already still it from you 20%.
They have totally useless hardly English speaking customer service.
Dear customer,
We regret to receive your negative review. But we are afraid that we could not agree with you.
Please be noted it was not we did not send you order. The order was not shipped to you because you provided wrong shipping address. Your correct address was in Poland while you provided a shipping address in "UK" when you placed this order. As a result, the package was delivered at an address in UK. We even did not have any chance to get back this package.
Tracking package: https://www3.royalmail.com/track-your-item#/tracking-results/GV458909008GB
If the package was not delivered due to our fault, we'd like to issue a full refund or a reshipment for customers. But this order was not delivered due to your personal reason (wrong address). Based on our policy, usually we could not return you any order price.
However, we truly valued you as our customer and tried to find a special solution for you: When you contacted us via Facebook, we offered you 30% order price refund plus 50% order price rewards as special compensation. You accepted this solution. So we thought we had reached to an agreement. Sorry to find we did not.
But we still want to help you further and get this problem resolved to your satisfactory degree, even though we did not make any mistake.
Our supervisor had conducted a new Ticket 21701857 and offer a NEW 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.
Just as I expected, I purchased a product from this company, with fine print lies for returns. The quality was mediocre, but the coat just happened to not work. If they were transparent, in their return policy, they would say, "we will have you ship your product to China, and it will likely cost you way more than the product itself, GOOD LUCK, GETTING YOUR MONEY!" Of course that isn't what it says. When I decided to return my coat, I actually got a message that said, "It might be better for you to give the product to a friend or family memeber, as it is very expensive to ship back to China, and the shipping may cost more than the product." Where was that advice before? I believe this company is shady and surreptitious, and from these other reviews Im reading, even if you send it back, they can always alledge they didnt receive it, even if the tracking says it was delivered. I don't like untrustworthy places, if they are sneaky about this, what else might they be sneaky about? 2 THUMBS DOWN!
This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
Actually we clearly state the return address in our return policy. From our return policy link: https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
You will be able to find the following statement, under "Return address & refunds":
【Return address: You will need to send your returning products to our warehouse in China. 】
Here is the reference link: https://www.lightinthebox.com/download/1168f5a7-2d1d-40a5-824c-e2985d0b18e2
We feel sorry that you did not notice that information before. But I personally can fully understand your disappointment and concern. In order to help you resolve the problem at the satisfactory degree, I applied for some SPECIAL solutions for your case.
I had conducted new Ticket ID =21695476 in our ticket center for you. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and tell us which solution you prefer to take. Thank you for your cooperation.
I ordered a €180 dress (*******)) from LightInTheBox which is "still processing". The dress is advertised as a non-white wedding dress and even says "RED ORGANZA", as well as the picture. As I checked to see the status of my dress, I noticed they are making the dress in WHITE. I immediately wrote them on the app Customer Service to correct the mistake, but their representative ignored all I wrote, not confirming the color of the dress, nor offering me options to have their mistake corrected. Instead, they blamed me for it and said I have to pay 50% of a dress I have not seen. They obviously have a representative who cannot answer "yes" or "no" questions and has poor English as well as customer service skills. I wish I could share the snapshot of the product here to show their false advertising of it. I wrote several emails to them, but just got "We are deleting this ticket as it is a similar complaint". Of course I'll write more emails if the response I get is inadequate! Right now, I don't know if they are correcting the mistake or if the dress was red to begin with. All I know is they are making me pay almost €200 for something I don't even have or wanted.
Reply from LightInTheBox
A day ago
Dear Customer,
We are truly sorry for all inconveniences caused. I will try my best to help you with this.
I've read through our correspondences and saw that you've mistakenly chosen the dress in colour red. It is not fair to suggest we falsely advertise the dress, based on your own mistake. You've also ordered a dress with customized measurements.
Changing the colour wouldn't have been any issue, if you contacted us earlier. You've made this order on the 23rd of September, and only raised this issue 8 days later on the 1st of October. By the time you've contacted us the tailor confirmed the dress was for 95% finished. If we would allow to change the colour, then this dress would have to go through the shredder and the tailor would have to start again processing a new dress. For this reason my colleague asked you to pay a 50% restocking fee for changing the colour.
We have send you an email (ticket 21680932) and we'll try our best to solve this to your full satisfaction!
We are looking forward for your reply,
LightInTheBox Customer Service Team
I was hoping you could please help me, I am trying to reach out to the sender who I purchased a jacket from in Lightinthebox and I have the order number. I got a notification informing me that due to some error, the jacket I purchased could not be sent to my address and its now being returned to sender. I want to send a message to sender to say please could they resend the jacket back to me please as I would really like it, and not have a refund or exchange.
Dear customer,
We regret to hear about your problem. Could you please provide us with your Order Number, so we can help you investigate the case further?
Thank you for your understanding and cooperation in advance.
I put two separate orders through to this company. The first one showed up fine, but a part was missing. The second one never showed up, so I called the company almost a month later. (By e-mail as they have no phone number you can call) When I finally heard back from them, they said that since "I" sent the item back, the only way they would reship it was if I paid for the return shipping of $17.81. I explained that it was not my fault the item was returned, (DHL admitted they sent it back and that it was the Post Office's screw-up) and that the item never reached my house, but they didn't care to listen and refused to send it back without the reshipping charges. After two weeks of going back and fourth, I finally decided to just bite the bullet and pay the reshipping fees, because I am in the middle of a bathroom remodel and needed those parts. A week later and they have STILL not shipped the items so I wrote and told them to just refund my money. I finally got a message from them today saying they cannot refund my money because "I" returned the package. I am so frustrated and so angry. DO NOT BUY FROM THIS COMPAY! They are thieves and I will post on every site I can to dissuade people from dealing with this despicable, dishonest company.
Dear Tracy,
We are sorry to read that you couldn't receive your package and I would like to help you with this. Can you please tell me the ticket or order number? This will help us understand why delivery failed.
Rest assured we will take full responsibility, if confirmed that the delivery failed due DHL their negligence.
We will be awaiting your reaction,
LightInTheBox Customer Service Team
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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 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.