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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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Brilliant product and excellent service from lightinthebox. Some delay in delivering my order but packaging as very good. Order more products soon without any second thought.
Do not use these people - they rip you off! I ordered and then within 2 mins used the cancel button. Because of their laziness, they did not cancel the order even though they have responded to say they that it had been dispatched which i would say is an absolute lie. What is worse the defensiveness and lack of customer service during this process has been terrible with still no solution except for just closing my ticket. I am now left with a costume I do not want and arrive 10 days after the event which is why within 2 mins when they finally advised of how long the order would take, I cancelled. Do not use this company. It got worse. I then got a rude response to say do not use auto email box as a response to my online review of which I used their review function online. This company has some serious customer service issues.
Absolutely disgraceful company, I brought 2 shawls for my wedding they were very poorly made, wanted to return the item's but they have refused under a phony policy of made to order, they clearly do not understand what made to order means as going onto the website choosing from sizes THEY provided and then hitting buy is not made to order. Feel very fobbed off they simply closed my request and that's supposed to be the end of it? How they can justify taking £50 off me for the crap that they provided is truly unbelievable and they refuse to acknowledge good customer service and to give someone a refund if they do not want the products
Don't worry this isn't the last from me, will be taking this further
Dear Michelle S,
This is supervisor from LightInTheBox.
I am sorry the the items not meeting your expectations. Please note that made-to-order return policy is available at the page of the product and applies also for items manufactured in a standard size.
Products are tailored based on the order demand, no matter what options chosen.
However, any quality issue is always covered by under any case. Please kindly give us any detail on the issue so that we can help arrange a return for you.
I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18449099
Thank you very much.
Don't waste your valuate time and money by ordering from LightInTheBox.
My worst online shopping experience so far in my life.
Ordered a phone and paid for it. They did not process my order even after 2 WEEKS. I asked for cancelling my order. After 2 weeks of emailing them every day, they are still sending me template emails that we are facing some technical problems.
I have lost my 350 euros, 1 month of time, and lots of time spending on asking for my order or money back.
Don't waste your valuate time and money by ordering from LightInTheBox!
Order Number: **************
Dear Amirhossein H.,
This is supervisor from LightInTheBox.
I am sorry to hear that. It's unusual that you haven't received the refund yet, I will check with Financial manager and update you.
Your kindly patience and support are highly appreciated.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18434300
Thank you very much.
I bought 6 tops, one a size large and 5 a size extra large. The large fit to size and the extra large fit like a small/extra small ( go figure). I contacted customer service to find out why my extra large tops were too small and the large top fit to size, I got emails back saying your order has been shipped etc. So I escalated to a supervisor and after two an email from her saying she would be following my claim for a return, I finally messaged back saying I sold two of the tops and would be giving the others away and would no longer shop from this site again. After saying this, I check my status to this person only to find that she had put a status of resolved. I was the one who resolved this not them and I ended up losing on a $100 order. I hope people take this to mind when ordering from this company.
My order no. ************** is still in processing I have placed on 17-06-2018 and on 18th I received a confirmation email. As per your site, Expedited Express is delivered in 4-8 days. But still, no progress when you will deliver my order. Your customer service is pathetic. Respond to your customer faster. I want it on 25th at any cost and you are delaying the shipment. You charged extra for shipping, If you cannot deliver then inform and give back my money.
Dear Ronny,
This is supervisor from LightInTheBox.
I feel sorry for the confusion. Please note that your order was being processed normally - it was scheduled for shipment on 2018-06-25
However, you've contacted us via ticket and requested a cancellation. As such, we confirm that your order has been cancelled and a full refund is being arranged.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18426253
Thank you very much.
Ordered a watch and paid extra for a 4 to 7 day delivery have not received my watch stay away from this site
Dear John C,
This is supervisor from LightInTheBox.
First I would like to apologize to you for the unexpected delay.
Your order was shipped out via MalaysiaFedEx IE on June 13,2018. The parcel code is 781396867959.
I sincerely apologize that your package mailed by postal service was delayed due to peak season.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18423469
Thank you very much.
I ordered an item on 5/2/18, today is 6/21/18 and I am still waiting for it. Costumer Service says I should still wait for it, sometimes it can take up to 90 days to be delivered. I requested a refund, they said I should return it first!
Stay away from this site.
Dear Customer, we would really like to help, but we found out you left this review WITHOUT order number.
We feel sorry for that. Please, could you provide your order number?
For us it's important to assist you and solve your problem. Thank you.
Never had any problems with Light in the Box, delivery is reasonable, and for the price its totally acceptable. Customer service have alsways been helpful, there can be a bit of a time delay and language gap but when customs tax was added to a package incorrectly, I had a full refund within 5 days and they sent the product again, with the correct customs details, as a sorry. Very impressed
Please DO NOT deal with this company! I have waited 3 days for them to get back to me with my complaint. They do not honor what they tell you! I paid for expediated shipping to Canada, which you would assume covered duty charges. When I found out they wanted more than half of what I ordered in duties, I asked to cancel order or have it fixed, or add insurance which was not explained properly and assumed was in the higher priced shipping. My order was $62, duties were $34.20. Asked for refund, they told me if I did not accept the package they would only refund me $27 back from my $62 order. Now that I accepted the order and paid the duty, they refuse to respond to me! STAY AWAY from this company!
Dear Peggy,
This is supervisor from LightInTheBox. I
Firstly, we'd like to remind that the taxes are noted in our knowledge base as below: http://www.lightinthebox.com/knowledge-base/c1229/a3021.html
And in the first year since the company established, we noted that taxes under some countries can be heavy. So, 3 years ago, we create this duty insurance service available for orders from these Countries. It can be added easily when you place the order, as it is shown down below once you check out: https://www.lightinthebox.com/download/b09ca8dc-93d2-4d86-a499-765115f6f4fa
For customers who had this duty insurance, we will fully refund duty cost if it is occurred.
I am very sorry for your case. I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18397051
Thank you very much.
Be careful! Scam!
I ordered a skirt for dancing, it never arrived, so I claimed a refund. It took forever to get this done and they did not reimburse me the whole amount. Instead they subtracted the shipping fee twice and then reimbursed the rest. Very rude contact and not sufficiently closed the case. Never again!
Dear Desislava,
This is supervisor from LightInTheBox.
I feel sorry for the discomfort.
Please note the parcel returned due to incomplete / invalid address, that's why the shipping company charged the postage the same.
I understand this is a peculiar case and I'd like to handle it specially.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18396939
Thank you very much.
I ordered 4 watches, and delivery was late. When I opened the package all the watches were damaged. I asked them to send me instruction how to return the package and I did not get any response I sent numerous requests but there is no response.
Dear customer, this is supervisor from Lightinthebox.
Usually we reply all messages within 24 hours, and we do accept return for non-fit product or for any products which are not as expected. Please don't worry, we will help out.
Sorry but we cant find your order by searching the order number you offered. Could you please kindly check again and advise us the correct order number so that we can check it for you immediately? Thanks for understanding.
DO NOT USE THIS COMPANY, BIG BIG LIARS AND THEY KEEP YOUR MONEY, I ordered 3 dresses for sizes and thinking it was just standard sizes, ordered them for my sons wedding and they arrived to late, the quality was crap! They made out the dresses were made to order and do not accept them back, this has cost me nearly £300 for a dress which was £72 which I don't want, tried and tried to send them back but kept getting fobbed off with you have to do a ticket to get a label sent you, after about 15 e-mails still no luck, they have offered me rewards which means its like a credit note but you have to spend it with them, Joke! WHY WOULD I WANT TO ORDER ANY THING FROM THEM AGAIN! So basically I wont get my money back and to send them back will cost me another £79 in tax charges, so i've decided to try and sell them on e-bay and try and make some money back, they are a disgrace and keep your hard earned cash, avoid this company.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
Firstly, please be noted all our dresses (no matter in Standard sizes or Customized sizes) are Made-To-order products. After you placed this order, we would contact our tailors to make 3 NEW dresses for you from beginning. We have stated this information on the product page.
We also advise the Tailoring Time 7-9 business days and Shipping time is 4-8 business days for this order. So your order was Not delayed when it was placed on 2018-04-21 and delivered on 2018-05-08.
Based on our policy, we are unable to accept return for any non-quality Made-To-order products. If they were returned, they would not be sold again and we will take full loss. Hope you understand it.
While as we truly value you as our customer and have applied for a special offer for you: We'd like to help you return the order back for 100% product value rewards. We could not use the dresses again while you can use the rewards to purchase from us again. It is the best offer we can provide now.
In addition, please note that 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
But you did not pay for this tax insurance, which is why usually we did not refund the tax. Hope you understand it.
However, we noticed that you mentioned you were unsatisfied with the dresses' quality. If you confirm the dresses have quality issue, please kindly advise us details and send us photos in Ticket 18377301 at your earlier convenience.
We'll help you check what caused the problem and promise to take full responsibility of any of our mistake. Thank you for your understanding and cooperation in advance.
I have been shopping with them for years and had no problem until I decided to ask about an item confusing price difference, there is no way you can contact them if your question is not about order lateness, problem with payment or damaged item, if you try asking anything outside this list you have very few chances if not any to contact them.
Dear Customer,
We are sorry you feel difficult to contact us before ordering. Please be advised that we open "Q & A" section to help customers resolve all the before-sales problems. You will find it on each product page.
Next time, if you can any question before you place an order, you can submit us a question in "Q & A" section. The professional representative to help you figure it out.
Thank you for your understanding and cooperation in advance.
If i could i would give a 0 out of 5 stars! So many hidden charges and my package arrived looking like it was thrown from a plane into a monster truck derby. Will never ever order from them again and will tell everyone i know to stay clear.
This is Customer Service Supervisor from Lightinthebox. I am glad to help with all your problems.
I. Please be noted the extra charges were Tax Fees. 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.
II. I am really sorry that the package you received was damaged. We'll take full responsibility of this problem and promise to help you figure it out. Please don't be worried.
I had conducted new Ticket ID =18341712 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.
Terrible, lies about shipping times and failed to deliver. Would not recommend, took 3 months to resolve
Dear customer,
Please be noted firstly the shipping method you chose for this order was Postal Expedited. It usually takes 5-13 working days (7-19 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.
Your order was shipped out via EMS on 2018-03-04, with the tracking number EA902864304CN. However, it was not delivered successfully on 2018-03-23 due to the unavailability of the consignee. So your package was Not delayed in the shipping phase when the post men attempted to deliver it on 19th days of shipping.
Tracking Link: https://t.17track.net/en#nums=EA902864304CN&fc=03013
Your local post office tried to deliver it you again in April but unsuccessfully either. So finally it was returned to us in May.
We would like to process refund for the returned package. But please understand since the package was not delivered due to the unavailability consignee and returned, the shipping fees on both ways would be at your cost. We've completed the refund on 2018-05-10.
Thank you for your understanding in all the matters.
Unacceptable custumer service, 2 1/2 months waiting to deliver. They senting the same message all the time. I have paid insurance and they don't refund my money
Dear Nikos,
This is supervisor from Lightinthebox.
I am deeply sorry for such unusual delay. Our Logistics is investigating deeper what happened with the carrier.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18322412
Thank you very much.
I wish I had read the reviews before I purchased what I thought was 2 cushion covers. However I purchased 2 sets of 6 cushions of different designs. I immediately cancelled the order within 5 minutes of purchase and received an email to say it was too late to cancel the order.
I won't be fooled by them again. Don't trust them.
Dear Kathy B,
This is supervisor from LightInTheBox.
I feel sorry for the situation. Please let me explain that orders can't be canceled after they're shipped out, as we cannot recall the package as this stage.
However, this does not mean that there are no other options to get a refund. You can initiate a return until 14 days from the delivery day. I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18306319
Thank you very much.
These people are cons, do not buy from them, I ordered in November, I still don't have my order and they are unwilling to do a full refund (they want to keep the shipping fee) for an Item I haven't received stay away.
Dear Ryan R.
This is supervisor from LightInTheBox
I feel sorry for the discomfort. Please note the packages were returned to us due to a wrong / incomplete address, as explained on the ticket.
We apologize for the problem. Our customer service is already assisting on a refund. I would like to help specially and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18306303
Thank you very much.
You tell me that you did not have the size I ordered so it had to be made and that is why it is a "made to order" dress. How are you able to word around that? All that means is you should post "out of stock" on the sizes that you do not have available. It seems you use this expression as a way to get out of ever giving a refund. Pretty sneaky on your behalf and you would think, "illegal". What a dishonest company you have. Shame on you! Also, my issue to begin with is; i want my dresses refunded because I ordered purple and you sent me blue dresses
Dear customer, this is supervisor from Lightinthebox. I am glad to help.
I'm sorry but the dresses you ordered were made to order, which is produced one by one. So we don't accept return for this kind item, if customer wants to return them due to personal reason.
But if it's our fault or mistake, we will take full responsibility of that.
After view your case, I had conducted ticket ID=18287476# in our ticket center and offer a solution for your case. Please log in your account--go " personal center"--"my ticket" to check our reply. Please keep in touch with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
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- SmartCustomer has helped over 200M buyers make better purchasing decisions online
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Dear Kelly,
This is supervisor from LightInTheBox.
I apologize for the terrible situation. Please note that we received your cancellation request after the parcel was shipped out.
As such, we explained we could accept a return instead. Your parcel was delivered: https://t.17track.net/en#nums=LZ454227661CN&fc=03013
We'll be assisting immediate and arrange a return for you.
I would like to help and I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18493589
Thank you very much.