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LightInTheBox is a global online retail company that delivers products directly to consumers around the world. Founded in 2007, LightInTheBox has offered customers a convenient way to shop for a wide selection of lifestyle products at attractive prices through www.lightinthebox.com, www.miniinthebox.com, and other websites, which are available in multiple major languages. LightInTheBox offers products in the three core categories of apparel, small accessories and gadgets and home and garden. LightInTheBox's innovative data-driven business model allows itself to offer customized products, such as wedding dress and evening dress, at scale for optimal marketing, merchandising and fulfillment.
LightInTheBox Reviews Summary
The company has garnered a mixed reputation among customers, with notable strengths in product variety, competitive pricing, and satisfactory quality for many items. Customers appreciate the ease of navigation on the site and the responsiveness of customer service when issues arise. However, concerns frequently arise regarding delivery delays, particularly during peak seasons, and complications with returns, including high shipping costs and poor communication about refund processes. While some customers express a willingness to continue shopping due to positive experiences, others indicate significant dissatisfaction, particularly regarding product discrepancies and customer support challenges.
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I want to tell you about a very bad Lightinthebox store. I've been making orders here since January 2018. And everything was fine until I got an empty package instead of an order in March. I argued with the support team for more than 2 weeks, they did not want to compensate me for the damage. Only Paypal helped. Now again the problem, the order is not delivered, it took 2 months. Support wants me to search for the package with the order, filed an application for search. I don't understand the rules, the seller bears full responsibility for the delivery of the order until its receipt by the customer. The customer support service is disgusting, all the time different people respond with standard phrases, do not solve anything and do not help. I do not recommend this store to anyone. Buy in many Chinese online stores, this is the worst.
My initial review of this company was not good. After reviewing my review, the company reconsidered my concerns and refunded me intirely. They treated with respect and promptly responded and refunded me. Their product was very good quality but I was shipped wrong one, unfortunately I could not wait for another to replace, Thank you for your help. Diana
Sent me wrong tap, had to pay customs which was not mentioned when ordering, so an additional 28 dollars, they are offering to resend new one and I send this back, but I'll have to pay shipping and customs again for new one, not exactly good customer service.
Asked for further assistance regarding this matter. No response.
Not happy.
I got a problem with my order before and I placed a complaint here and my surprise the customer service of lightinthebox fixed it in short time (<24 Hours). I appreciate this kind of fast help. In others companies even I made a complaints they did not solved my problem and never answered but Lightinthebox I see they reply the -feedbacks here and try to solve any issue. I recommend anyone if had a problem, try to comunicate with them opening a ticket
Thank you very much specially to Rebecca the agent of LightInTheBox Customer Service.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
We sincerely apologize for the pants are not fit and all the inconveniences caused. We took your constructive feedback seriously and have forwarded your case to the sourcing manger. We will punish the suppliers once we confirm their problem. We will try our best to avoid the same problem happens again.
I will try my best to help you resolve the problem with this order. I had conducted new Ticket ID =17986229 in our ticket center and provide a 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.
After Fabio's response, the issue has resolved and I received my full amount refund in a timely manner. Thank you, Fabio for went extra length to meet customer's satisfaction. You brought great values to the company.
Do not buy anything from this place as they are dirty business. I bought a pair shoes size 13 for my daughter. It took almost a month to come from China and it didnt fit. I contacted customer service to return. They told me I have to send 3 pictures: a measurement of my daughters foot, a size tag of a shoe, and the SKU number. Picture has to be. Jpg file and 2MB only. Must have all 3 pictures taken. And they dont accept you send pictures through mobile app, Must send via computer. And only accept within 3 days from the day they sent you notification.
What kind of return policy is that? And guess what? The shoes they sent me had no size tag and SKU number!
They didnt clearly tell you about how difficult to return on their website until you purchase. You just stuck with the product. I would never come back to them,
I really do not like this company at all, and would rank them the worst of the many companies I've ordered from online. The two items I ordered took a long time to arrive, and the fabric quality was awful. And the size way off. I'm guessing that a 2x Chinese woman is the equivalent of a size 8 US woman! The return process is convoluted and expensive. I returned a $160 dress and got reimbursed only $130. Ugh
Dear customer,
We are sorry to hear that you were unsatisfied with the order you placed with us. But we are afraid that you got some misunderstandings with us. We'd like to make some explanations for you.
1. Please be kindly noted the Total Delivery Time consists of processing time and shipping time two parts. For this order, the processing time is 10-14 business days (14-20 calendar days) and the shipping time is 2-4 business days (4-6 calendar days). So your order was not delayed when it was placed on 2018-02-22 and delivered on 2018-03-13.
2. We are sorry for the dress is not fit. But please be advised that all our dresses are made based on our own size chart. As our size chart is not US size, you need to measure yourself first and refer to the size chart to decide which size to take. If you just pick normal size without refer to the measurements, the dresses always do not fit. We appreciate your kind understanding in advance.
3. We took a quality test on the returned dress, and it shows that the dress doesn’t have the quality problem or size problem.
Based on our policy, we are unable to cover any shipping fee incurred for the return of non-quality products. And the shipping for your initial order is non-refundable as it is paid to Courier Company. You can check the return policy statement in following link.
http://www.lightinthebox.com/index.php?main_page=return_policy#GeneralPolicies
So the refund for you is 130.98 = Product price USD139.98 - USD9 return postage. The original shipping fee USD20.75 is non-returnable. We have issued the correct amount refund for you already.
We appreciate your kind understanding in advance.
Order number **************.
Delivery is 10-20 days maximum (28 calendar days) according to website rules.
My order delays over 65 days. It's not normal.
I opened ticket after 30 days of delivery and manager Alexandru asked me to wait one month more - until 23/03/2018. Today is 27/03/2018 I asked to help me with my order, that not delivered yet and another manager Betty ask me to wait month more (till 23/04/2018).
I think this shop just take your money and do not want to be responsible for the product if it's not delivered.
Do not buy at this shop if you want to keep your money.
Max
Dear customer,
We sincerely apologize for the shipping delay and all the inconveniences caused. We've checked with the shipping carrier and confirm the package is still in transit to your destination. It will be delivered to you in the following days. We feel sorry but we are unable to process a refund for you since the package is still on the way.
We can understand this delay might bring you troubles, so we have asked the courier to prioritize the order delivery. It's highly appreciated if you can be patient in waiting for a few more days. While if you don't receive the package by the time as we state this time, we promise to apply for a 100% refund for you at once, without keeping you to wait any longer. Please don't be worried.
Our supervisor will help you follow up this case in Ticket ID=17880229. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
This company is from HELL. They send clothes which do not match the size guide chart at all up to 15 centimetres incorrect. They have the MOST DREADFUL return policy i have ever encouintered. They constantly refer you to a different person, no one keeps track of your emails or order. They pretend they havent recieved your clothes even when you go to the expense of paying for a signature upon deleivery. I wasted A LOT OF MONEY AND TIME WHAT AN ABSOLUTE NIGHTMARE!
Dear Kerrina K,
This is supervisor Fabio. I truly apologize for this situation. Please note your order already results in a return state. I am sorry if any issue happened while the parcel was being returned. In this case, we'd like to contact the carrier so we'd need your help to know which one was used to send items back.
I would like to assist 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=17912112
Thank you very much.
I ordered an item back in early February. It arrived damaged. I posted it back and they said they would not refund postage until the "goods were assessed" Postage has nothing to do with the state of the goods!. They received the goods over 4 days ago and have done nothing to contact me. In fact they closed the "tickets" regarding this item - I assume that means they will do nothing!
1 Star because you can't give zero.
Dear Customer,
We sincerely apologize for all the inconveniences caused. We will help you get either full order price refund or replacement and refund for return postage. Please don't be worried.
Our supervisor had conducted new Ticket ID =17871798 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.
This website is a scam and you would do yourself a favor staying away from it.
After 2 minutes of buying an item and shipping it to the wrong address i have asked to first change the address and then to cancel the order completely (so i can re-order).
After a few hours i noticed it was marked as shipped (surprisingly fast... less than the minimum processing time. Strange, right?) and received a message saying my order could not be canceled since it already on its way.
In addition, the warn me that the return cost can be high and that i should examine the item and consider keeping it.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that this order was not cancelled successfully before shipment. It was our fault. We promise to take full responsibility of it. Please don't be worried.
I had conducted new Ticket ID =17855763 in our ticket center and provide NEW solutions for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
Order ref **************
I ordered a custom made dress. Because i have a large bust, i specified shoulder to bust measurements and other measurements needed to ensure that the dress fitted and the waist is at the right place etc. They could not cope, so i asked for my order to be cancelled. Bear in mind that they were still confirming my measurements for the order at the point i cancelled. Now they are trying to claim that they have already started the creation process and deny me a full refund. How can they have started the creation process and started using materials when they have yet to confirm the measurements for the dress.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
After checking, I regret to find your extra measurements were not added to the dress successfully due to our mistake. It's our fault and we will take full responsibility of this problem. Please don't be worried.
I had conducted new Ticket ID =17834653 in our ticket center and will cancel your order with full refund. 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 bought an adapter on their site since their shipping time said 10-20 business days. I figured I'd go this route rather than ebay and getting it from China, however it appears that this company does just that. It's now been 33 business days and I still have not received it. Their customer service is telling me to wait 90 days and then if I don't have it to let them know. What company tells you to wait 3 months for something? I WILL NOT be buying ANYTHING from this site in the future and I suggest YOU DON'T EITHER! Unless you like waiting 1/4 of a year for it!
After posting this they were very responsive to give me a refund, which I received. It's terrible that it has to come down to writing a review in order for them to change their attitude on customer service and provide the refund. They did assure me that it's still in transit, but in the first response from them a month ago they said there is no tracking so it's impossible to tell where it is... which is it?
I thank you for my refund but my opinion of your site and customer service still remains as is. You will not receive any further purchases from this one!
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I sincerely apologize for the shipping delay and all the inconveniences caused. After checking, the package is still in the transit to you. But we can fully understand your disappointment with this delay and would like to find a proper solution for you to fix this problem. Please don't be worried.
I had conducted new Ticket ID =17832966 in our ticket center and offer you 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.
On May 17,2017 you directed me to a link to withdraw my money. When I went to the link there was a credit to withdraw $8.00. My purchase and refund should have been for $74.66. It was not until later that a credit of $74.66 showed up on the link. I do not want a Rewards because I do not wish to order from you again. Your website is impossible to navigate and I would like a actual phone number of someone I can talk to. I would like my full refund on the credit card I used to purchase.
Dear customer,
Please be kindly noted that we suggested you to withdraw the store-credit over almost a year ago. We feel sorry that you did not withdraw it like as suggested very soon. We received your withdraw request on 2018-02-14. However, since your payment of this order was sent more than a year ago, we are unable to process refund to your original card any more.
In this case, we'd like to process the refund for you in another way. Our supervisor had conducted new Ticket ID =17756607 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.
I wrote on here a couple months ago about returning my daughters dress. I rejected the delivery that came a month late. It was ordered 1/31/2017, it was supposed to arrive in 4-8 days. It didn't even ship until 2/22. I asked for my refund and still have not received it. In my last review the company said I should get it soon. Months later still nothing! Where is my money! Actions speak louder then words. Show me MY money!
After some discussions they accepted to reimburse. Thanks on that. And thanks to sitejabber.com, because they do consider reviews
They proposed to refound 25% of cost! Those scammers! They sent me a $5 low quality PU jacket at place of leather one and they can refound 25%
Just some points about LightInTheBox:
1) Received item has a very poor build quality
2) Item is not as described
3) Materials are lie (got a PU leather jacket, ordered genuine one)
4) Materials of poor quality (even for a PU it has so many defects)
By the reviews I can see the same thing happened to all peoples who bought this site that not even a phone has. I also wasting my time, my money and do not received any items. I buy 2 dress 1 shoes on November 2017. Please dont buy on this site.
Dear Customer,
We've checked and regret to tell you that both of your packages were not delivered successfully due to the incorrect address. You did not provide us with your valid address, but only left your email address "din******@gmail.com" in Address Line1. That's why your packages could not be delivered. Your packages are currently on the way of return.
As for your case, our supervisor had conducted new Ticket ID =17740325 in our ticket center and provide a 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 bought 3 pair of shoes from this page and two of them where wrong when it arrived (so late by the way). When I write to them about the wrong that they do, they accept that I wanna return the product (I didnt wanna return it, I just simply want what i oredered) and they will pay me 10euro back. But as the fee for returning it might be much higher than that they advice me to not return it, but to accept their offer of 2,5euro as compensation for the wrong products.
Now. First of all. My products that where wrong cost over 30euro togehter, not 10. And why am I the one who should pay the fee when THEY did wrong? Not me. And to offer 2,5 euro in compensation for products for more then 30 euro!? It is a joke! No wonder they stay in business, they get money from tricking people!
Detta är kundtjänsthandledare från Lightinthebox. Jag är glad att hjälpa.
Jag har dubbelt kontrollerat de bilder du skickade och bekräftar att båda objekten du fått är korrekta. Jag är rädd att du har några missförstånd.
1. För artikel S63032360000F är dess detaljer som nedan:
Dam Danssneaker PU Högklackade Träning Platå Fuchsia Svart och guld Svart / röd [Färg: Svart och guld | storlek: US8 / EU39 / UK6 / CN39 |]
Så de "Black and Gold" -skor du fått är korrekta.
2. För objekt S58859590000M, är dess detaljer som nedan:
Herr Sportskor Komfort Tyll PU Vår Höst Utomhus Sport Löpning Snörning Plattlack Mörkblå Grå Svart / röd Under 2,5 cm [Färg: Svart / röd | storlek: US10.5 / EU43 / UK9.5 / CN45 |]
Alla klistermärken på våra skor är märkta med CN-storlekar. Så de CN45-skor du fick är korrekta.
Jag kan förstå att du kanske inte kan använda båda paren skor. Jag hade genomfört nytt biljettnummer = 17698753 i vårt biljettcenter och ger nya lösningar för ditt fall. Vänligen logga in ditt ljus i lådan konto - gå "personliga centrum" - "min biljett" för att kontrollera vårt svar. Vänligen håll kontakten med oss genom att svara på biljetten eftersom all information kommer att spelas in i systemet. Tack för ditt samarbete.
I finally received on Feb 28,2018 a pair of binocs I had ordered Jan 25 with 3-5 business days delivery. SEEKER 10X50 Binoculars Wide Angle HD BAK4 Fully Coated 115m/1000M Central Focusing and mountable. After much backing and forthing trying to trace my package they arrived. The binocs were not as advertised. There is no ability to mount them, they are not HD, they are not wide angle and there is no evidence that they have fully coated lenses except stated on the outside. The name is different on the binocs than shown in their site photos. These are ONLY "military marine". As I have a pair of other binocs that have all the features these advertised, I can tell the difference. Furthermore, indicative that these are not likely what I ordered, there is no booklet with it's features, always found with binoculars, only a users sheet which was also generic like the box they came in! It was for any binoculars that would fit, no brand name only "HIGH QUALITY BINOCULARS, In light of all the difficulties, not surprised by the cheating. WHAT A CROOKED OUTFIT. One star is 1 star too many. Do not deal with this outfit.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your package was delayed due to the busy holiday season. We promise to take full responsibility of our problem.
After checking, your package has arrived at your local Post Office. Online update tracking information: [2018-02-10 08:05 CANADA, 【CANADA】 Departed from local distribution center]
The parcel delivery might be delayed due to the busy schedule from post office. We have asked our logistics department to check the package. We will also ask for a Local Inquiry Number from the shipping carrier, which can help you find the package at the post office. Please don't be worried.
I had conducted new Ticket ID =17698441 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.
Purposely ordered the same skirt three times in different sizes and separately, the result was the same. Skirt was available at purchase, payment taken, my order sits in processing phase for at least 3 weeks, then delayed shipping another 2 weeks and then skirt sold out. Requested another size on last order which was okayed by consumer services, days later order was canceled by consumer. Do I believe the skirt was in stock well I did not receive one of the four ordered strange is it.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your previous orders were out of stock and the 3rd order was not changed as you request. We will take full responsibility of our problems. Please don't be worried.
I had conducted new Ticket ID =17691048 in our ticket center and provide a 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 bought a phone xiaomi redmi note 5a, but the phone was stolen. The support service processes my request.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am sorry to hear the item is still not delivered due to custom clearance issue. It's totally on us and I will file a complaint to the carrier company too, we could compensate you after we got the result from the carrier company.
After review your case, I had conducted ticket ID=17684465# in our ticket center and provide 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.
Please click on the following link to see our response.
https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=17684465
Placed a $200 order, mostly clothing and every item was 'Not as Described'. Specifically purchased only cotton items, except one which was stated to be silk. When they arrived they were all polyester. Was bad enough they took a month to arrive.
Requested a return and received a return authorisation, but was told the refund will be the cost of goods only, no shipping. The cheapest possible return shipping price was $62. That's a hell of a lot of money to be out of pocket for someone else's deceptive advertising. Its not my error.
Finally got a refund for cost of dodgy goods, 3 months later, and only after getting PayPal to intervene. Lightinthebox still didn't refund shipping, so has taken no responsibility and hasn't lost a cent, whilst I remain $62 out of pocket as a result of THEIR false advertising. Pretty disgraceful.
Beware purchasing from this company and don't expect to get what you ordered or you will be disappointed. Any problems and you will lose money as they will not take any responsibility when they are at fault.
I ordered over £170 in GBP off these before Christmas and nothing came. I kept emailing them n they kept sàying be about 12days.id email again. Again they say the same. Kept sàying it was something do with customs. I rang custom's they said the tracking number didn't excist.in the end I took out a claim against them with the help. Of PayPal and got my money back. Wish I had of read the reviews on there site 1st before I placed my order because if I had of done I would never of ordered. They want reporting and closing down. Rip off con men/women.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I feel sorry that you did not receive this package. After checking, your package was delayed by the customs. Batch of packages were inspected by local customs. We contacted your local customs for several times and tried to ask when the package might be released, unfortunately we did not get an answer from them. We feel sorry we could not help you more in getting the package.
However, I checked the previous tickets you sent and realized the responses provided were efficient. I sincerely apologize for the inconvenience caused to you. We will take your constructive feedback seriously and promise we'll improve our service.
As we standard for the customer's satisfaction, we'd like to offer you an extra gift, as a token of our apology. Would you like to accept it?
I had conducted new Ticket ID =17653495 in our ticket center and provide you with new solutions. 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.
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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
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry to hear the Order #28223870 you received was incomplete. We will contact the related department for help to check what caused the problem and will take full responsibility after we confirm the problem. Please don't be worried.
I also apologize for the package of Order #27849105 was delayed in the shipping phase and all the inconveniences caused to you. It was not lost. After checking, this package has arrived in your country and is still in the transit to you. Would you please be kindly waiting for a few more days?
Tracking Link: https://t.17track.net/en#nums=RU182232372NL&fc=14044
I had conducted new Ticket ID =18017039 & 18017233 in our ticket center to follow up both of your cases. 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.