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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.
This summary is generated by AI, based on text from customer reviews
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I placed order **************. It is not shipping until 9 August. Under the terms of the website, cancellation is allowed. I have requested this numerous times without any luck. No one is responding in the ticketing system.
An order was accidentally placed, and they made sure to fix it right away and give me a refund on the order within 3 days. Overall happy with the experience of them helping me out.
This is Customer Service Supervisor from Lightinthebox. I am really sorry to hear this order was not placed by yourself.
We cancelled this order as you requested and will arrange a full refund USD 23.67 for you immediately.
It normally takes 3-5 business days for the refund transaction to complete. Please keep this in mind when checking your PayPal account.
Please be advised that we will not place any order for customers. So we thought someone else stole your Paypal account to place this order with us. We highly recommend you to investigate this case further with Paypal. We also suggest you to change the password of your Paypal account.
We appreciate your understanding in advance.
LIGHT IN THE BOX HAS REFUNDED ALL OUR MONEY FOR A PRODUCT THAT STOPPED WORKING AFTER 40 DAYS. THANK YOU FOR STANDING BEHIND YOUR NAME! 5 STARS!
This is Customer Service Supervisor from Lightinthebox. As for your case, I need to do some explanations firstly.
First of all, we sincerely apologize that your order has passed the 30-day warranty. Based on our return policy, we can only accept the return or exchange request if the item has quality problems within 30 days from the day of order delivery. You may refer to the link below for more information of our return policy:
https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
Your order was delivered on May 23rd while the problem was reported on July 29th. It was over 2 months. In this case, we are unable to accept any return/exchange request due to our policy. We could not seek any compensation from the supplier for you after the warranty.
Furthermore, please be advised that even though your order did not pass the warranty, we still needed your cooperation to return the order back firstly. Normally we will test the returned product and find what caused the problem. Then we can use the unqualified product to seek a full compensation from the suppliers for you. Hope you understand it.
As customer service, we do understand your situation as we also encounter this in our daily life, but would you please also kindly understand that we also have our working principles in our company. We did want to help you on this problem but we are really sorry that we have no right to handle your case as per company policy.
However, I truly value you as our customer and do really want to help you. So I talked to our manager and tried the best to apply for a Better offer for you:
We will arrange a full refund USD 73.49 for you immediately. And to save your time and energy, there’s no need for you to ship the item back. Please understand it is a very special offer only provided for this time.
Your kindly understanding and cooperation are highly appreciated.
Shipped products do not work and customer support did not help after 5 iterations. Really complicated to even get in touch. Horrible experience.
Dear customer,
We apologize for the problem. Could you please advise us your Order Number and more details about your problem? We will then further check your problem and will help you resolve any problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
Terrible -0 I ordered 2, one as a gift. First the packaging was very poor, so inside boxes were damaged.
Next, neither Flawless facial hair removers worked. No sound. No light. No instructions. NOTHING - Just dead.
I wasted hard earned money. Please save yourself grief. DO NOT BUY unless you want to throw money into the garbage. I am beyond disappointed. (the hair removers appeared intact, so the damaged outer packaging was not the problem. And this product is all plastic.
B. Daly Gatineau QC
Two months ago I bought a phone case from these guys without properly researching them - big mistake.
Despatch happened the next day which was good, and a few days later Australia Post said it had arrived in Australia, but then I got a message saying it was being returned to sender because the address was wrong, and that's where everything went bad.
To start with they kept telling me in was still on the way, even after I forwarded them the link to the tracking site where it said "Returned to Sender". No matter how many times I sent them that information they ignored me and kept telling me to "please wait a few more days". That lasted for about a month.
Then, when they finally admitted that maybe the package had gone missing, they started saying I'd have to pay the postage again to get another one sent, despite it being their fault the address was wrong. Alternatively, they said I could have half of the purchase price OR half of the postage back, which is what I'd get if I cancelled the order (which is pathetic).
It's now been six weeks and I've escalated my Paypal complaint to hopefully get my money back.
I always say that the mark of a good retailer is how they handle problems, and these people are a perfect example of a crap company. If there's problem with your delivery you'll quickly find out how little they care about their customers.
Don't have anything to these guys if you have any alternative.
EDIT: After the reply below, which I can't reply to, I checked my address in my Lightinthebox profile and on Paypal and both of them have my full address. Wherever the incomplete address came from it wasn't from information I entered, and it's taken six weeks to even get this far. AVOID!
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
We regret to find your package was not delivered successfully. But after checking, we regret to tell you that you did not enter the "Unit 10" in your shipping address when you placed this order. So your shipping address is incomplete. This was why your order could not be delivered. You might miss this information by accident.
Based on our policy, usually we are unable to issue a refund for the package returned due to customer reason (such as incomplete address). 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 can fully understand your disappointment. So I had conducted new Ticket ID =21366061 in our ticket center and provide a Special solution 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.
I ordered a digital thermometer paying $31.30 on july 20th 2020. The order no. **************.
It was supposed to arrive in 4-5 days. So far I did not get the material. How to track.? I went thrrough all the reviews which are not positive, calling the company as scam. I am sorry, this kind of fraud business wont lost long. Kindly send my material immediately and get good review from me.
Savithri gopalan
This is Customer Service Supervisor from Lightinthebox. I would like to help.
Please allow me to explain the processing time for this order. Please kindly note all our products require processing time before shipment. Before your order is shipped off, we have to process your order and put all your items through its strict quality control tests. The processing time of your item is 2-5 business days, which was stated on the product page. You may also refer to following link for more information:
https://www.lightinthebox.com/download/fbefd798-8fa1-48a8-b565-e23631d96506
This was why your order could not be shipped as soon as it was placed. Hope you understand it.
Your order was shipped via US Priority Line-LITB1-First class on 2020-07-25. The tracking number is 9200190258803345322790. Please track the package from below link:
https://t.17track.net/en#nums=9200190258803345322790&fc=21051
Note: The online tracking information may be updated slightly later than the actual shipping situation, we appreciate that you can be patient while waiting for the updates.
Please also be advised the shipping method you chose for this order was EconomyExpress. It's the secondary shipping method we have, which usually takes 4-7 business days (5-10 calendar days) for the package to arrive. And we state it in the shipping method choosing part at the Check-Out page when you placed this order. So it's normal that you still haven't received the package because it's still in transit.
You shall receive the package no later than 2020-08-04, which is 10th days of shipping. Please kindly wait.
I also had conducted new Ticket ID =21366249 in our ticket center to follow up your case. If you don't receive the order by 2020-08-04, please log in your light in the box account--go " personal center"--"my ticket" to contact us again. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
First of all, i will have to say, if i knew this was a company out of China, i would not of bought Two dresses that i can't get a refund for, after they sent the wrong color and size. Unless you take your measurement before ordering their cloths, i suggest buying USA MADE. I made a big misstake when i didn't do my homework on this company before my purchase. My daughters wedding is in two weeks, and i have no dress aftet ordering two dresses i can't wear, and i can't get a refund.
Signed Elendra -pissed off- Fields!
Dear customer,
We apologize for the problem. Could you please firstly provide us with your Order Number?
Please also advise us more details about your problems, so we can further check them further. We will help you resolve the problems with our our greatest effort.
Thank you for your understanding and cooperation in advance.
If I could leave zero stars I would. I ordered a pair of kids runners in april and still have not recently them today july. Several other packets have arrived which were ordered after this and all were from China. My daughter's is now 2 sizes bigger and I have contacted them 8 times and each time received the same message back. "Due to covid they are stuck in the mail. " they will not refund me or anything. According to the tracking they are still in china where they were 4 days after I ordered them. Buyers beware. This is a very poorly managed company. Will take your money and run.
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.
Nice stuff UNTIL
Until you realize out of five items ordered and 2 the same and all items shipped separately and each one when it arrives has separate duty and taxes which is 85% of the initial cost. OUCH\Bewrae
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
Firstly, please be advised all the products are with different processing times. In order to deliver you more items at an earlier time, we split the order and shipped the products finished earlier at priority. We appreciate your understanding in advance.
Furthermore, please be noted the taxes is noted in our knowledge base as below:
http://www.lightinthebox.com/knowledge-base/c1229/a3021.html
Your local custom office usually will charge you tax fees for imported products. Being aware of this situation and we would like to offer better service, we started the tax insurance service. As long as customers have paid for tax insurance, we will fully refund the tax. The tax insurance could be paid to the payment page when you place the order: https://www.lightinthebox.com/download/3a39381c-3ae3-4376-8bde-800c4058d8f7
However, you did not pay for this tax insurance, which is why usually we did not refund the tax. Hope you understand it.
But I truly value you as our customer and do really want to help you, so I had conducted Ticket ID=21339832 in our ticket center and try to apply for a special offer for you. Please log in your light in the box account and check. Thank you for your cooperation in advance.
I ordered a simple, A-line full length slip, to wear with a wedding dress. What I received, 3 weeks late, was a 3/4 length slip with wire hoops! The slip was $16, plus shipping. They offered a %20 percent refund of the purchase price. I will definitely NOT order anything else from them.
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.
Just received my summer sun dress 1 size larger than ordered and very flimsy cotton. Will be a good dust rag not wasting my time trying to figure out how to return on their unfriendly web site.
Toronto
Dear customer,
We apologize for the problem. Could you please advise us your Order Number and more details about your problem, so we can further check your case? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
I waited far too long to get a thermometer that was broken. Then, I waited for and never received a refund.
They pay a lot to advertise everywhere. Ignore them. Buy from a reputable company
One that is not from CHINA
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.
This customer ordered 100 Masks back in April. Was authorized and agreed to pay an express fee for express
Mail. (1) The merchandise arrived about a month late and (2) The masks are 'terribly manufactured'. Made in China. And totally inferior. So far almost every single mask has the string holding the mask to your face --come apart. They are glued to the mask with an inferior glue-- (not sawn on), and with the slightest tug or adjustment the string breaks... The masks are unusable. A total waste of money. Caveat Emptor.
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 was very excite about this watch initially but my excitement progressively faded as I waited for the delivery- 30+ days. After delivery I figured out that to utilize the ecg feature I had to have a smart phone or tablet to down load an app. After getting this problem resolved I started trying to use the various features and realized that the accuracy of this watch leaves a lot to be desired. The only feature on this watch that is accurate is the "time". The very poor instruction manual tells you that you may need to rerun a test several times for better accuracy results. The watch has a nice look to it but its usefulness is lacking. I wish I had done more research - my fault.
Dear customer,
We apologize for the problem. Could you please advise us with your Order Number and more details about your problem, 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 bought these was so excited when I got them 2 weeks later in the mail. I'm so disappointed they never worked, won't charge just a total crap. Order # *******. I had to put them out with the trash the next day after having them plugged in all night. Woke up they still at 10%. They just won't charge or connect to my phone properly. Very dissatisfied.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
We apologize for the product is not working properly. We are afraid it might be defective. We will take full responsible for this problem. Please don't be worried.
I had conducted new Ticket ID =21288425 in our ticket center and provide you with a solution. 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.
The most horrible customer service. They send me the wrong product and expected to send it back and i have to pay for the shipping. The shipping cost more then the product, over $50. Paypal was OK to give the money back, but they don't pay for the shipping. Please, Please do not buy from this Chinese website, its horrible. I tred to communicate with them, and i couldn't, all the time their email address was do not reply, email. I wish somebody from they company could get back to me to solve this issue. I can prove with pictures, all the details.
Dear customer,
We apologize for the problem. Could you please advise us with your Order Number and more details about your problem so we can help you check it further?
Once we confirm we made a mistake, we will take full responsibility of it and help you return the order back for a full refund at our expense. Please don't be worried.
Thank you for your understanding and cooperation in advance.
If l could give zeros stars l would. Purchased items as they were cheapest. Was informed parcel would take 7 days max only for it to be sitting in the DHL sorting facility for 10 days waiting for £30 duty and taxes to be paid, which turns out they are more expensive than anywhere else. Duty and taxes is not in their delivery section on their website. I am so angry l am going to report them for misleading information. Hopefully, so no one else get caught. Don't know why they want invoice to reply, when it takes them ages to answer a mail.
Dear customer,
We apologize for the problem. Could you please firstly provide us with your Order Number so we can help you what caused the problem?
Please also be advised GBP30 tax fee was charged by your local Customs. The taxes is noted in our knowledge base as below:
http://www.lightinthebox.com/knowledge-base/c1229/a3021.html
Your local custom office usually will charge you tax fees for imported products. Being aware of this situation and we would like to offer better service, we started the tax insurance service. As long as customers have paid for tax insurance, we will fully refund the tax. The tax insurance could be paid to the payment page when you place the order: https://www.lightinthebox.com/download/3a39381c-3ae3-4376-8bde-800c4058d8f7
So if you had paid for this "Tax Insurance" of your order, then you will be fully compensated the tax fee. Please don't be worried.
Thank you for your understanding and cooperation in advance.
I have written three times to lightinthebox.com about a thermometer order from March. The company does respond, but with a fake "pre-shipment" shipping label number. This is not trackable because it. Ever really was shipped now they offer a coupon because they can no longer track the package. Although the coupon is generous thought, it is not practical. lightinthebox.com still has well over $100 of merchandise that I paid for. No coupon can suffice and no purchase will be made because I cannot trust that a new order will be shipped. The money is still stolen without the product.
Lightinthebox.com a loss of shipping information is not my problem.
The thermometers that I ordered need to be resent or a FULL refund. L should be given! 4 Months of no product and then keeping my money is wrong!
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.
It's just dropshipping from Aliexpress with items resold at +500/600% increase and twice the time to get it delivered from China. Normal postage can take up to 60/70 days to be delivered. Customer Care plays it nice but they are just there to drag you to exhaustion and gatekeep you from any refund or real support.
Dear customer,
We apologize for the problem. Could you please advise us with your Order Number and more details about your problem, so we can check and resolve the problem in a timely manner?
Thank you for your understanding and cooperation in advance.
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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 customer,
We regret to hear that you could not wait for this order. Please be advised that all our products require processing time before shipment. Before your order is shipped off, we have to take a time to process your order and put all your items through its strict quality control tests. This is why your order could not be shipped as soon as it was placed. Hope you understand it.
Please also be advised that we firstly received your cancellation request on August 3rd. We promise to reply and handle customer's request within 24 hours. Your order had been cancelled today(August 4th). Next time, it's highly appreciated if you can be more patient in waiting for our reply.
The FULL refund AUD109.9 will be sent to your card which you used to pay for this order. It usually takes 3-5 days to be processed by LightInTheBox.com. However, please kindly note because this is a transnational transaction, it will take a few more days for you to receive the refund, you may refer to the following link about the refund processing time: https://www.lightinthebox.com/download/ec11af0d-ebb0-4a1b-9d53-b919e05b1f49
Your kindly understanding and cooperation are highly appreciated.