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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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First shirt arrived XXXL did not fit. I take an XL lol
2nd shirt never arrived
Dealing with customer service - nightmarish
Lost my money $40+
#*******
Would give zero if I could. I processed a complaint with the company due to unwarned customs charges. To get my parcel from the post office I was asked to pay over £13 on top of the original order and delivery price. This was not made clear to me throughout the ordering process. I wasn't even made aware of where my products were coming from, so I had no way of knowing these extra costs would occur because the website failed to give any indication of this.
I couldn't afford customs charges on top of the order, I told the company I felt it was unfair to trick me by quoting a false final price. They wouldn't cover customs charges, so I requested a return and full refund.
They then told me I wouldn't get a full refund, instead extra handling, customs and extra delivery charges would be removed from what I paid! Even though I've not ever received the item! And they haven't even bothered to confirm what price refund I would get after I've asked them twice.
The customer service is appalling, they've just copied and pasted routine responses, argued with me, refused to help and ignored half of my questions. They say "it's out of their control" and "they couldn't predict customs costs" - this is a lie. They could predict it because I provided my address, I couldn't predict it because I wasn't even made aware! They 100% have the ability to help and offer me a full refund, but they don't understand the concepts of helpful service, complaint resolution and goodwill.
I am disgusted. I feel robbed, ripped off and disrespected. I've lost my money for nothing. I have reported to an ombudsman. DO NOT SHOP HERE. IT'S NOT WORTH IT.
Dear Melissa M.,
This is supervisor from LightInTheBox.
Firstly the taxes is 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 EU taxes is heavy. So 3 years ago, we had this EU duty insurance service as it is shows 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.
We feel sorry you " weren't even made aware". We understand that, being your first order, you may not be familiar with our tax insurance. We'll try to offer a special solution for your satisfaction based on this.
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=18275166
Thank you very much.
I ordered a dress which i know was made to order (as they keep pointing out) BUT... the dress arrived too late due to delays on their end. They said I would get a full refund, and then changed their minds. I had already refused the package, so now not only do i get a piddley little refund, but I don't have the product to at least try and sell on my own. All they keep saying is "you don't understand, it was made to order." I DO understand, what they don't understand is IT WAS THEIR FAULT! Terrible service, I would not recommend shopping with them.
Dear Cathi F,
This is supervisor from LightInTheBox. I truly apologize for this problem.
I feel sorry for the situation. Please note that after checking the tracking we could not detect such a delay:
Saturday, April 07,2018:1 Shipment picked up
Thursday, April 12,2018:17 Delivered - Signed for by: LEFT LTR BOX
Then, I am afraid that you get some misunderstanding with us. lease be noted both the Dress and the Wrap you ordered are "Made-To-Order" products. It means that we did not have these products in stock. After you placed this order, we would contact our tailors to make a NEW dress and a NEW wrap for you.
We clearly state on the product page that both products are "Made-To-Order". You may refer to following link for reference:
https://www.lightinthebox.com/download/7eed85d7-cf78-4a43-a617-17065bc99d18
I feel sorry to hear that you won't keep this order. Based on our policy, usually we are unable to provide you full refund for return since it contains "Made-To-Order" products. The reasoning behind this policy is that materials and labor used to make the products cannot be reused once the tailoring process begins.
Please check our return policy via the following link.
https://www.lightinthebox.com/index.php?main_page=return_policy
Given your peculiar case we're willing to look deeper into this.
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=18263393
Thank you very much.
Order ************** was decorated with free shipping. After full payment, they demanded an additional payment. Scammers. The order was canceled after 3 weeks, I lost the time, coupons and bonuses that I applied in the order. I do not recommend cooperation.
Dear Customer,
This is supervisor from LightInTheBox.
We feel sorry for your situation. As we explained on the ticket, the carrier contacted us and informed us that the area of your address could not be served with the shipment method that you chose at check out. We apologize for that.
As such, we immediately got in touch with you to explain that unfortunately your destination should require another shipment method. We asked you if you would like to accept that change or prefer to receive a full refund.
Since you chose the latter, I can confirm we already arranged a full refund accordingly. I apologize again for the discomfort.
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=18250007
Thank you very much.
Inspite of the promise, the order came in too late after our event. It is still in the package and looks very nice gown... but they will not take it back saying it was "made-to-order" even though it was just a standard size on their website.
Do you know who can help me with this?
Dear Jayshree,
This is supervisor from LightInTheBox.
Firstly, I am afraid that you get some misunderstanding with us. Please be noted both the Dress and the Wrap you ordered are "Made-To-Order" products. It means that we did not have these products in stock. After you placed this order, we would contact our tailors to make a NEW dress and a NEW wrap for you.
We clearly state on the product page that both products are "Made-To-Order". You may refer to following link for reference:
https://www.lightinthebox.com/download/7eed85d7-cf78-4a43-a617-17065bc99d18
As such, you chose to order a regular size instead of providing your own measurements, but that does not mean your dress was in stock: our tailors made to order upon your request.
I feel sorry to hear that you won't keep this order. Based on our policy, usually we are unable to provide a return for personal reason since it contains "Made-To-Order" products. The reasoning behind this policy is that materials and labor used to make the products cannot be reused once the tailoring process begins.
Please check our return policy via the following link.
https://www.lightinthebox.com/index.php?main_page=return_policy
However, since it's the first time you order from us, we understand you may not be familiar with our policy and we'll be glad to offer special assistance.
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=18245130
Thank you very much.
I ordered 7 necklaces - 2 arrived broken. I ordered a 2X blouse that is probably a 14/16. I know I can return, but by the time I send it back and wait for new merchandise, it's just too time consuming. I will continue to buy from local vendors.
Dear Barbara T,
This is supervisor from LightInTheBox.
I feel sorry that 2 necklace were broken during transportation. Please don't worry, as we can help with a return for a replacement or a refund either in case you prefer to purchase the item locally.
About the size, we do apologize for the confusion but we provide a clear size chart on the item which lists all the measurements for each size. As such, if you follow our size chart the item will be fitting, whereas if you order your local size some difference may be found.
But even in this case we can help arrange a return, as we accept a return for any non customize item within 14 days, no questions asked.
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=18238662
Thank you very much.
I have order a phone. The phone came and I was asked to pay the customs duty. No problem from my side. The amount of customs duties was much higher than expected and the customs agent told me it is because the lightinthebox shop did not indicate the shipping price on the invoice. So the customs charged me based on the unit price+shipping cost. Customs agent told me to ask an Invoice from "light in the box". And then... the nightmare! 1 month after my purchase and still begging for the proper Invoice! Finally I will create a fake Invoice in order to get my money back!
Dear Theofylaktos,
This is supervisor from LightInTheBox. I truly apologize for this situation.
Firstly the taxes is 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 EU taxes is heavy. So 3 years ago, we had this EU duty insurance service as it is shows below once you check out: https://www.lightinthebox.com/download/b09ca8dc-93d2-4d86-a499-765115f6f4fa
As for the cost of the shipment, please note you ordered an item with free shipment. So the the postage is correctly declared 0 EUR as you were not charged with any shipping fee by us, so we cannot declare any different invoice we're sorry.
For customers who had this duty insurance, we will fully refund duty cost if it is occurred.
Given your peculiar case, we'd like to offer special assistance.
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=18238633
Thank you very much.
THE SECOND PACKAGE WAS DELIVERED TODAY AND SEEMS TO BE AN HONEST STORE AND THE FAULT SEEMS TO BE IN NETHERLANDS POST WHO MISSED THE PACKAGE AT FIRST. AFTERALL PROBLEMS I RECOMEND THE SOTRE.
The store contacted me and sent me a new package, i will wait until the end of the delivery to do a full review and update my thoughts about the store
I promised the customer service representative to upgrade my review after receiving a refund. The company cares about a good reputation and promptly resolved my issue after posting my review. I just wish the company did it right away without so much hassle. They have some good products, the business would be much better for them if people didn't have to worry about whether or not they get a refund.
I have been trying to return 2 pairs of dance shoes that do not fit well and I don't seem to be able to receive a shipping sticker. I asked the customer service rep several times what are the steps after receiving my ticket ID and nobody would answer this question. Very frustrating. Also, the shoes advertised as leather were pure synthetic and very poor quality.
This company is a rip off. They sent me an email on March 30,2018 stating that I would get my agreed upon refund of $72.98. It is May 13,2018 and I have not received my refund. This is not a company to trust!
Dear Margaret T.
This is supervisor from LightInTheBox. I truly apologize for this situation.
After checking, our financial department has completed 72.98$ refund for you on 2018-03-3. We feel sorry to hear that you did not receive it.
I have contacted our financial department to check the refund and get the proof of refund for you. I will notify you when I receive it.
I have raised this ticket for you, please will you follow up? https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=18225196
Thank you very much.
15.00 pound sterling customs and duty on arrival, 15 pounds sterling to ship 2 pairs of shoes which took over a month to get to London, (do they work 1 day a month?); shoes not made to size indicated; cost to much to ship return to get exchange pair as another duty and customs when receive; talk to customer service and two different people were shouting; hostile and abusive verbally; put items and invoice on outside of package for all to see; it is better to pay more and have a nice shopping experience; Really cheap and low class. Better to use ebay and get things from China; I see use order ID to resolve disputes - it is laughable. The staff must be putting in positive stars and remarks. Several people I know have had the same experiences; How does one block this site from coming up on my computer.
Dear Customer,
This is supervisor from LightInTheBox.
Firstly the taxes is 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 EU taxes is heavy. So 3 years ago, we had this EU duty insurance service as it is shows 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.
We are sorry that you weren't offered enough help, but please don't worry, after view your case, I had conducted ticket ID=18218754# 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.
So I was very fortunate to get a very timely response from a supervisor and they will be refunding my order. I am still unclear as to how I missed the "made to order" as I ordered right from their size chart and not from custom measurements, but I was very pleased to have the customer service that I expected. I will try this site again, making sure I have no time restrictions and understanding more about their ordering process. Thank you Lightin the Box for being a responsible online retailer.
They try to tell you that the order was custom made, even when you order off their size chart, this way they don't have to return your money. I should have listened to all of the negative comments. According to their shipping guideline I was supposed to receive the product by the very date the update indicated was the day they were going to ship. Realizing I would not receive it in time, I canceled the order before it even left the warehouse. I contacted my bank and I will provide the documentation off their website regarding their policy. It might take a while, but I am sure my bank will recover the fees. I am also going to find a way to file a complaint about this company through Great Britain and the US. NOT WORTH THE SAVINGS OR THE AGGRAVATION.
Bel Vestito Ragazza Quotidiano Cotone Estate Senza maniche Maculato Bianco.
Grazie per il bel vestito tutto OK.
Thanks guys, great service. I appreciate you making this refund, it is really helpful. The product is good, too.
Update: LitB has offered me a refund of the customs cost. This is a great gesture, and much appreciated. Thanks!
Compro spesso su questo sito e mi sono sempre trovato benissimo. I prezzi sono ottimi e anche la qualità dei prodotti lo è. Inoltre le spedizioni sono sempre rapidissime.
There are a lot of websites as lightinthebox, but it's the only one that take care of customer's satisfy. I started to use their services and i noticed that they increased their business not only for money but also they give a look to the needs of buyers. For this reason i suggest to everyone to use www.lightinthebox.com because they sell good items at low prices.
I bought a smartphone Xiaomi Redmi 5 Plus in the store lightinthebox.com. I liked the price very much. The purchase was quite satisfied - the goods were delivered in good order. The quality of the goods is excellent. This is a good experience. I recommend this store.
I've been writing back and forth trying to get my 100.98 refund for almost 2 months. I am so disgusted with this company. From this point on I will never order from them again. I feel scammed out of my money and on top of everything else they won't call me and they had the nerves to ask for a screenshot of my bank account information. Ridiculous!. I actually looked into how I can legally handle this matter because right now it's the principle. I have emailed these people, back and forth customer service now I'm writing this review. SO BUYER BEWARE, PRAY YOU NEVER HAVE TO DO A RETURN!
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
After checking, our financial department has completed the refund USD100.98 for you on 2018-03-31. We feel sorry to hear that you did not receive it.
I have contacted our financial department to check the refund and get the proof of refund for you. I will notify you when I receive it.
I had conducted new Ticket ID =18200459 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. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
Ho già acquistato diverse cose da questo sito. Servizio Clienti Ottimo. Spedizioni sempre affidabili. Mai nessun problema. Lo consiglio a tutti! ++++
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Dear Andrew C.
This is supervisor from LightInTheBox.
I feel sorry for the shirt not fitting. Please note that our size may be differ from your local size: this is why we put our size chart on each cloth.
Particularly, you could check it for the shirt you purchased here: https://www.lightinthebox.com/p/men-s-party-going-out-vintage-boho-chinoiserie-all-seasons-shirt-floral-print-classic-collar-long-sleeves-cotton-linen-medium_p6315611.html#size_charts
Also, I believe there is a misunderstanding for the 2nd shirt: your order #28880496 contains only one item. Is that maybe you're referring to another order of yours?
In any case, we offer 14-day return policy for non customized items. So please don't worry, as we can assist you on the return for the shirt. We'll also help to find the 2nd item you mentioned.
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=18275214
Thank you very much.