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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 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.
The company has offered to refund my money and have gifted me the item anyway. This was a very good outcome and excellent Customer Service.
Original review; They advertise 14 day delivery, but 22 days later still nothing, just a 'please be patient' email.
This is Customer Service Supervisor from LightInTheBox. I am glad to help.
Firstly, I am afraid that you misunderstood the shipping time. The shipping time for your order is 9-14 Business days, which is equals to 9-20 calendar days.
However, I am really sorry that your package was slightly delayed due to the busy holiday season. It has arrived in your country. It is still in the transit and will be delivered to you very soon.
Online update tracking information: [2018-02-21 13:38 SUNSHINE WEST VIC, Processed through Australia Post facility]
I sincerely apologize for the inconvenience caused. I had conducted new Ticket ID =17653361 in our ticket center and provide solutions for your problem. 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 dress on 2/4, it is now 2/16 and I still have not received anything. Yes, I have received the same notices from Lightinabox that my order would now take much longer. I am going to check with my credit card and see if I can stop payment from these people. So far I have NO TRUST in this company.
I ordered this on 4th December 2017 for a Christmas present. When I was buying it, it said 10-12 working days delivery. Once Id ordered it said 10-18 days delivery. I still have not received it and it is now 15th February 2018. I have chased and chased. I have been fobbed off and delayed by standard response emails. Do not buy from this company.
Dear customer, this is supervisor from Lightinthebox. I'm glad to help.
It's really strange that you have not received the order, though the order was shipped out during holidays season and there was delay in transit in the special period, 99% orders were delivered to clients successfully in last month. Please don't worry, I will file a compliant to the carrier company, and we will take full responsibility of the parcel.
As you are valued customer for us, I had conducted ticket ID=17615679# 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.
They straight up lied to me about their shipping time saying 2-4 business days when I bought the product, then changed it to 18-20 after I paid. When I contacted them about it, they gave horrible customer service and lied to me about upgrading my shipping to priority when it was already in transit. DO NOT USE LIGHTINTHEBOX.COM!
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your package was delayed because it's really a busy time for the worldwide carrier. We can understand that you need the order sooner and have asked the courier to prioritize the order delivery. However, this will still require several days to arrive. However, if you think the order will be late and no longer need it, please tell us as soon as possible.
After review your case, I had conducted ticket ID=17560637# 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=17560637
I wish I saw these reviews before I ordered, because I would have saved myself some aggravation and ordered from Amazon. The first time I ordered from them, the order took a while to get to me, but I didn't mind as much. They said that'll give me 50% off the shipping charges on my next order. The second time I ordered I paid for 2 - 4 day shipping. When the package didn't arrive after 4 days, I complained. They said that it was held up in customs. FexEd showed that it was in customs for about an hour, that's not a reason for the delay. Basically, they paid for the cheapest route via FedEx, as where I paid for a faster one. I've asked them numerous time to refund my shipping, but each time I was told to, "please be patient." I'm sorry, but when you pay for expedited shipping, and they send it on the slow boat from Malaysia,. That's just a waste of my money, and something I don't appreciate. I doubt they'll refund my shipping, and I have no interest in shopping with them again.
UPDATE: I received a response from Leon who promised me a faster refund of my shipping costs. All I have to do is follow his directions:
If you can firstly help me remove the review on sitejabber or to change the rating to 4/5 stars positive and let others know the case is being handled by me, I will file a Direct Full Refund of postage application (USD): 11.99 to our financial manager for you specially. To save your time and energy, you do not need to wait for the result with us.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your package was delayed because it's really a busy time for the worldwide carrier. It's totally on us.
After review your case, I had conducted ticket ID=17530220# 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=17530220
Recently some stuff. After some days I notice; that my order simply disappear from my account OR Canceled And I cant connect with support Lightinthebox; because you only can do it from your order. They take money and dont deliver
This is Customer Service Supervisor from Lightinthebox.
I've checked and regret to tell you that your order was out of stock and the shortage would last for a very long time. So we cancelled your order and issued full refund for you. I also submitted you a ticket 17429900 and inform you this issue. It was found you checked this ticket and also replied to us. I feel sorry that you forgot this ticket.
I had conducted new Ticket ID =17464693 in our ticket center and will follow up your case in this ticket. 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.
Recently bought 3d pen; for my children. After more than 60 days, I receive nothing, and the store return me my money. I just waste the time...
Dear customer, this is Supervisor from Lightinthebox. I'm glad to help.
We are sorry for all the inconveniences. I have found the order in our system, please don't worry.
Usually we use ticket center to keep in touch with you, for you I have conducted ticket ID=17434748 # and sent a email to your Gmail. Please kindly check our reply in your inbox. I have offered a solution for you. Thank you for understanding.
I advise you to never use this horrible website. I have ordered a product and it is now 60 days without receiving it knowing that I paid the delivery fee and when I contacted the customer service to request a refund they have refused and ask me to wait 60 more days to locate the package with the delivery agencies and I already had problems with my first order. By cons I recommend other site like gearbest.com or wWw.banggood.com they are professionals with a super understanding customer service and you will always be satisfied
This business seems to generate a profit regardless of whether the consumer keeps the product, exchanges the product or returns the product. They provide a size chart that is inaccurate by as much as 8.5" & ask for proof. Once you go to the trouble of proving that their size chart is completely inaccurate, they opt to cooperate, but in a way that leaves the consumer out of pocket & where they still profit from that. They have had 100's of complaints about their size chart (among other things) & the fact that they aren't correcting the chart, in combination with their sketchy business practices, can only leave one reason - they profit from it. They will suggest you pre-pay for duties/taxes - even though you will be charged upon delivery. They'll reimburse the amount you're charged, but that's less than the amount pre-paid. They will not exchange or refund an item at their expense - EVEN after you've proved the problem is with their size chart. They will get rid of previous correspondence so ensure if you've been unfortunate to deal with them, that you keep a record. They will also delay you in an effort to prevent you from being able to seek resolution through your credit card dispute until &/or they will refund a portion to ensure they are able to keep some of your money - while also ensuring your credit card company cannot reverse a full transaction. This is by far the worst company I have ever dealt with. I wanted a wedding dress, we followed their size chart vs. my measurements (performed 3 times to be sure) and they sent me a size 10 that was 8.5" too small so even though the tag says size 10, you will get a size 6-4. No matter what I did to try to get an exchange or refund, they made sure I was out of pocket with them, out of pocket with the post office and they made money & have a tagged, wrapped and unused dress to resell. The way they profit is disgusting.
Dear Customer,
We apologize for the dress is not fit properly. But please be noted all our dresses are made based on our own size chart. It is different from your local size chart. We always suggest our customers to take a specific measurements firstly and refer to the size chart to decide which size to take. The dresses might be small if the normal sizes were picked.
We also have taken a quality test on the returned dress and the test shows the dress was made correctly. So we could not cover the return postage for the return of non-quality products.
However, if you confirm the dress was made incorrectly, we'd like to take full responsibility of if after confirming the problem. Our supervisor had conducted new Ticket ID =17329003 in our ticket center and will help you check the case further. 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.
Okay, so I have waited a period of time before posting this review. I am going to be as honest as possible. I purchased twice from light in the box and both times it has been a case of 'hit and miss'. The second time was in December 2017, where I purchased what I thought was a real human hair wig, it was not human hair it was synthetic. I know this because I purchase human hair all of the time from elsewhere. I tested it using heat and other appliances and it is not real human hair because it burned quickly and would not curl. I contacted LITB and to be fair to them they responded back very quickly and gave me the option to return the item, with postage labels etc. However, the wigs were so bad that I threw them away. They were poorly made and not authentic. I was extremely disappointed to say the least, I was in fact very angry at the time. This is a shame because if LITB gets it right with their goods and services they could be a really good company.
The shipping time for December was okay and to be honest it is what I would expect for this time of year. The goods were delivered in a reasonable amount of time on both occasions.
My advice is to be careful when placing orders. I would not say do not buy anything from them at all, because several other items I purchased were reasonable, not great but Okay. But I would say be careful with the quality of the goods you are ordering and the money you are parting with. In short 'you get what you pay for' and if it is too good to be true then that's because it is.
I ordered two smart watches for my grandchildren for Christmas. I placed the order on November 28,2017. As of this date I still have not received the watches. I have since found out that the watches are coming from Sweden but I can't track them and have no idea if they have even been shipped yet. I have contacted this company several times and have been told that the watches are still in transit. I have asked to cancel the order and have my money refunded which they won't do. The latest response I received from them was they wanted me to give them 60 more days to deliver the watches. I honestly don't know how they are still in business. DON"T USE THEM! THIS COMPANY IS HORRIBLE!
Dear customer, this is supervisor from Lightinthebox. I'm glad to help you.
Your order was shipped via SwedenPost with tracking number RE228599995SE, which can be tracked follow link: https://t.17track.net/en#nums=RE228599995SE&fc=19244
The last tracking information was updated on 2018-01-12 21:56 ISC CHICAGO IL (USPS), Processed Through Facility, Your item has been processed through our facility in ISC CHICAGO IL (USPS) at 9:56 pm on January 12,2018.
We are sorry that during holidays season many orders were delayed in transit, please don't worry, we will take full responsibility for that.
As you are valued customer for us, I had conducted ticket ID=17290777# 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.
Order Number: **************
Order Date: November 24,2017
Shipping Method: Postal Service - Tracking (10 - 13 business days)
I create Ticket (ID: *******), and this is answer from customer sevice
( on January 10,2018 12:34 PM):
-----------------------------------------
Dear Customer
We sincerely apologize for the order delay.
We kindly ask you to wait until 6 months from sending the package.
99% of our packages arrive in that time
Sincerely,
Pawel
www.miniinthebox.com
-------------------------------------------------------------------------------------------
Incredible!
Reply when I sent message to customer care:
Your message wasn't delivered to *******@lightinthebox.com because the address couldn't be found, or is unable to receive mail.
10-13 working days from 28 of November - My order!
Today, 2018/01/11 - not delivered yet!
Dear customer, this is Supervisor from Lightinthebox. I'm glad to help.
We are sorry for all the inconvenience. During the holidays season many orders were delayed in transit, but most of them had been delivered to clients in this month. It's really strange that you have not received the order. We will file a compliant to the carrier company for you. Please don't worry, if there is any problem with your order, we will take full responsibility for that.
In order to keep in touch with you, I had conducted ticket ID=17290545# 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.
I ordered a pair of ceiling lights 0n 13 November and they are yet to arrive.The goods were meant to take up to 4-7 days to be delivered. The website site is quite impressing but the service is appalling.My daughter warned me l really wished l listened but it was the only site where l found the lights l really liked
This is Customer Service Supervisor from Lightinthebox.
I regret to inform you that your package was delayed due to the busy holiday season. I've checked and find your package has arrived in your country. You will receive it very soon.
Online update tracking information: [2018-01-03 20:23 UK, arrival processing center, from China]
I sincerely apologize for the inconvenience it might have caused to you. I had conducted new Ticket ID =17181406 in our ticket center and provide you solutions in order to meet your satisfaction. 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.
Thats us into january now and still no phone has came i am very upset and angry with your company will never order again
Dear customer, this is Customer Service Supervisor from Lightinthebox. I am glad to help.
I have checked your order and found that your order is not delayed. It was shipped on 2017-12-09 via DHL eCommerce with tracking number HKAST48551335W2VSH, you may track it follow link: https://dhlecommerce.asia/track/Track?ref=HKAST48551335W2VSH Usually it takes 4-7 business days to complete the delivery, so the order is still in normal transit. Please understand that before shipment there was a processing time to collect and pack item, the information can be found on each product page.
As you are valued customer for us, I had conducted ticket ID=16955501# 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.
I ordered a phone from your website on 29th november it was to be here in 7 days still nothing can you help
They take money and dont deliver, then they change the rules about their delivery dates and you will never get a human or a refund. SCAM!
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your package was delayed because it's really a busy time for the worldwide carrier. If you don't want to wait any longer, please tell us as soon as possible. I'd like to apply for a full refund for you at once, instead of keeping you to wait any longer.
After review your case, I had conducted ticket ID=17103857# 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.
I have told the company multiple times that I was going to write a bad review and now I am. I wish I had read these reviews before purchasing! EVERYTHING BAD THEY SAY IS TRUE! They guaranteed delivery by Dec. 18th, 2017 and it never came! My package apparently shipped out of China, bounced around there for awhile, then landed in New York on Dec. 16th, 2017, I thought it might make it in time. It sat in New York until today Dec. 27th, 2017 thennnnnnnn it updated and was sent to Frankfurt, Germany today! I live in California! I have been sending them emails asking for a refund every since I started reading these reviews because it is a fraud and I know I will never get this package! I have filed a dispute claim through my credit card company to get my money back and stop it from ever getting to them.
Please for your own good DO NOT buy from this company and just go with another cheap site that will actually ship stuff to you on time and has morales.
This is Customer Service Supervisor from Lightinthebox. I am glad to help. Could you please provide an valid order number of yours first? Thank you for your cooperation.
I received help from a supervisor and a full refund, but only after I made my complaints public. I do not think I would have otherwise because I was ignored when I messaged them on their site.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I think you got this wrong. We have refunded you the money the minute you sent out the package, not even after we received the returned package first. Then returned package is received. Now we offer you an extra compensation specially for your case.
After review your case, I had conducted ticket ID=16790722# 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.
Do not trust this company. They are the worst to deal with. I ordered 3 junior bridesmaids dresses for my wedding, and after waiting over a month and not receiving them, nor any emails or notifications from the company, I looked into it. I eventually found a message they sent me under their tickets tab on the account that let me know the dresses had been shipped back to them in China. They made me repay an extra charge of $35 to ship them back. Then, they took weeks to get it done. I eventually asked them to cancel the reshipment because I knew they would arrive too late. Instead, they express shipped them to my house and charged me fully for them. WORST COMPANY EVER. Seriously. I asked if I could please return them and was told I had to do so within 14 days. Well, I am sorry that I was already at my wedding and on my honeymoon when they arrived. I am in the process of complaining to a supervisor and will see where that goes.
Ordered $1,000 of lights. A month later they told me they couldn't find anyone to ship the lights. Refund eventually given. Inquired several times and the company blamed me for not responding to wanting me to pay for the products a second time (before a refund!) so they could use a different carrier. HA. Never again will I use this terrible company.
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
I am really sorry that your package was not able to be shipped due to the system error. For your account safety, we have canceled the order and refunded you the money fully before we could fix the bug. It's totally on us and I will file a complaint to the relevant dept. too.
After review your case, I had conducted ticket ID=17090795# 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.
Never received my purchase, but after 60 days got full refund after repeated complaints, so they are not as bad as I feared
This is Customer Service Supervisor from Lightinthebox. I am glad to help.
The package seems lost on the way, we are not lying about that, and we have refunded you the money fully as requested. 99% of our packages arrives, sorry that your package suffers as the less 1%.
After review your case, I had conducted ticket ID=16917858# 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.
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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 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.