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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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Was ordering a bridesmaids dress. Used their measuring chart and measured myself. Went a size up just incase. Ordered colour burgundy. When it arrived the lace on the top portion (chiffon on bottom) was red not burgundy. Tried it on and the skirt was incredibly long, way too long for a regular size 10 dress and I'm 5'8. And the top half would not zip up, it was somehow too small. Sent messages to customer service to exchange for another size in hopes I just got a bad make and was told too bad they are made to order we will give you 20% off your next order or send it back to get tailored, which isn't promising since they screwed up the first time making it. They won't exchange or refund. They will not fix their mistake as the fit is all wrong, they don't make according to their size chart, color was wrong/off and skirt was way too long for accurate sizing. Very disappointed and will never ever shop there again.
As follow up to my earlier review, it is worth mentioning that I did receive a full refund for the dresses I purchased and never received - eventually.
If you have had any issues with a purchase from LITB, I highly encourage you to complain publicly to get the ball rolling as it appears that this is the fastest way to resolve your issue. Just wish I had done it sooner.
In all fairness, I read reviews for this site previous to completing my order for 2 flower girl dresses in May 2017 and figured 'what are the chances this will happen to me'. Well, I'm still waiting. Now having read more reviews I am concerned that I will
A) never receive these dresses
B) will receive these dresses too late for wedding, so will have wasted my time and money
C) will receive these dresses on time but will not meet the expectation of order ie will be poor quality, wrong size, etc
I want my money back and I want to get off this ride. Ineffectual customer service is no good to me.
Never again. I would not order from them. Wrong items arrived and the box was damaged! I never know until i realized that this company is from China, so be very careful!
Dear Customer,
We sincerely apologize for the inconvenience. If the item is wrong, we for sure will take our responsibility. We'll either reship the correct one or refund.
Please provide us some pictures of the item you received so that we can investigate.
The supervisor of customer service created one ticket for you. Please contact her in this ticket and she'll definitely solve the problem. Please log in your account on a computer (not mobile). You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=16099808
Sincerely,
LightInTheBox Customer Service
I have ordered from this company 4 times. My first order got sent out incorrectly. I never received the package. I was suppose to get it on 4/7/17 on 4/14/17 still didn't have. Contacted company and told to wait until 5/11/17. Still did not have on the 11th. Then told to wait until 6/2/17. I said that was unacceptable so they said wait 10 days and check with my post office. Of course the tracking number they gave me was the supposed number if sent express, so how can my post office track it with the wrong number on it. 10 days still no package and no my post office didn't have it. Contacted again and got the exact letter about waiting till 6/2/17. I mean word for word. It is now 8/20/17 still no package. Did get a store credit for part of the shipping after the first contact and told it was sent out wrong. Of course that probable the difference between the two ways of shipping. I did eventually get a refund but part of it was the shipping difference so I had to order again or lose $13. Ordered again so as not to lose $13. The second time I got my package with one of the 4 things ordered wrong. Didn't do anything about because it would have cost me more to send it back than it cost for it. I have ordered again thinking everyone deserves a second chance. Well again it was sent out wrong. So Sorry have a store credit of the difference in shipping. My last order was still processing so I cancelled it. Haven't heard back about the cancelled order or that I did not want a store credit for the difference in shipping since I will no longer order from them. I am suppose to wait until 8/12/17. I am not going to hold my breath that I will get the package. I am sure the refund my get back to me sometime in September. DO NOT ORDER FROM THIS COMPANY UNLESS YOU ENJOY A RUN AROUND>
This is Customer Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=16091726 in our ticket center and will help you to resolve all the problems. 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.
Had the same problem as others - the photos of clothes are designer items on models. What you get is a cheap copy made in China. I contacted the company and they stalled asking me to send photos of the item so they could see what was different. I ripped off the cheap taking bows and diamante that were all over the Plain white bolero I ordered. Threw out the other item I ordered and would never shop with them again.
Dear Customer,
We sincerely apologize for the inconvenience. If there is any quality issue, we for sure will take our responsibility once confirmed. But we appreciate there will be proof to show us which we can check further.
The supervisor of customer service created one ticket for you. Please log in your account on a computer (not mobile). You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=16081721
Sincerely,
LightInTheBox Customer Service
Never got the package I ordered and contacted them atleast 5 times to get a refund they answer with the same generic responses DO NOT ORDER FROM THEM!
****after writing this review they rectified the situation***
Dear Customer, we're sorry to hear that. We'll contact you in the private message and solve the problem for you. You can also provide us the order number so that we can find out your order.
1) My order took almost 3 weeks to arrive = from China
2) The XL Robe I ordered was maybe a size medium = Typical cheap Chinese product
I wish I would have read all these negative reviews before ordering from this company.
Hopefully my Credit Card # won't be stolen.
Dear customer, this is Customer Service Supervisor from Lightinthebox, I would like to help. Can you please advice me your order number, so I can check and solve problems in timely manner? Thank you for your understanding in advance. I am looking forward to your reply.
I received a pocketbook from you it was been up I'm trying to call you so I can tell you about it but you don't have a telephone number the telephone number which you have on my package it's not a telephone number so I'm sending it to my bank so they can do some investigation in the process I'm going to the post office to return your package
Dear customer, this is Customer Service Supervisor from Lightinthebox, I would like to help. Can you please advice me your order number and details of your problems, so I can check and solve problems in timely manner? Thank you for your understanding in advance. I am looking forward to your reply.
THIS IS DEFINITELY LAST TIME I AM USING THIS SITE. ORDERED A WEDDING CAPE ON 3RD AUGUST BUT PROCESSING WENT ON FOR LIKE FOREVER. SENSING THAT I AM RUNNING OUT OF TIME I CANCELLED MY ORDER AND ASKED FOR A REFUND WHICH IS ONLY 50% AS THEY CLAIM THAT IT IS CUSTOM MADE. LOL. FINE. NOT TOO SURE IF I CAN GET MY MONEY BACK THO. PLACED ANOTHER ORDER FOR YET ANOTHER CAPE WHICH IS SUPPOSED TO BE SHIPPED OUT IN 24HRS WHICH INDEED IT WAS. ORDERED ON 11TH RECIEVED ON 15TH. BUT... I ORDERED A TULLE LACE CAPE AND I RECIEVED SOMETHING FURRY. I CANT EVEN BE BOTHERED TO OPEN IT COS ITS JUS TOO WRONG. NOW I HAVE LESS THEN 2 WEEKS TO MY BIG DAY AND IM STUCK W ALL THIS $#*!S DUE TO THEIR NEGLIGENCE. I DONT NOE WHEN THEY WILL PROCESS MY RETURN AND MAYBE BY THE TIME I SEND BACK WILL BE TOO LATE FOR EXCHANGE. SO BUY AT YOUR OWN RISK. I REGRET NOT SPOTTING ALL THESE NEGATIVE FEEDBACKS BEFORE ORDERING AND SPENDING MONEY..
Dear customer, this is Customer Service Supervisor from Lightinthebox, I would like to help. Can you please advice me your order number so I can check and solve problems in timely manner? Thank you for your understanding in advance. I am looking forward to your reply.
Awful. I ordered an item on 08/06/17 with a shipping of time of 9 - 14 business days. The item never arrived they have since changed the expected delivery multiple times, '38-40 days'; 'up to 60 days' and now it's 'up to 180 days'. They will not give me a refund despite repeated requests and I now receive a 'cut & paste' stock reply to my requests. I would give this company no stars or minus stars if I could!
This is Customer Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=16051941 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 made a purchase from lightinthebox and was promised 2-3 days delivery, 30 days later! Still no product... i contacted customer care! No reply. They use a ticket system as stalling tactic hoping you get fed up. Their refund policy says you can only apply for a refund within 24 hrs of payment! Tactic again because in most cases you wouldnt know you have a problem in 24 hrs!
This is Customer Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=16061095 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.
If you have problems with this company, contact with customer services is done online through tickets. This is a stalling tactic in the hope that you will eventually get fed up and not bother. Avoid this site. They take your money, don't supply the goods and offer no support with no hope of ever getting a refund.
Dear customer, this is Customer Service Supervisor Rebecca from Lightinthebox, I would like to help. Can you please advice me your order number, so I can check and solve problems in timely manner? Thank you for your understanding in advance.
NEVER BUY FROM HERE. I bought an electronic item that was a fake replica and not functional at all. Awaiting contact back for a refund but expect that 70$ is gone forever
Dear customer, this is Customer Service Supervisor Rebecca from Lightinthebox, I would like to help. Can you please advice me your order number so I can check and solve problems in timely manner? Thank you for your understanding in advance. I am looking forward to your reply.
I've written quite a few tickets to resolve the issue an order that was supposed to be expediated and I paid extra to have the item delivered. The company also stated that there was a mistake with the sending of the order, which was the reason for the delay. However, I never received my order and when I thought they actually sent me a phone number to speak to a person it was to the office that sends the merchandise. These so called tickets are stalling tactics and I finally called my credit card company and told them my problem and they took over my dilemma and refunded me. Do not use this company. I will contacting BBB (Better Business Bureau) and all other social media.
Dear customer, this is Customer Service Supervisor from Lightinthebox, I would like to help. Can you please advice me your order number and details of your problems, so I can help to check and solve the problems? Thank you for your understanding in advance.
I ordered a shirt in man's large. It was the size for a child! No way to contact them. I did via web and have heard nothing. I am disappointed. I cannot send shirt back as I have no address and it would probably cost too much.
$17.96 wasted but a lesson learned, not to ever order from them again
Dear customer, this is Customer Service Supervisor Rebecca from Lightinthebox, I would like to help. Can you please advice me your order number and details of your problems, so I can check and solve problems in timely manner? Thank you for your understanding in advance.
23 april 2017 een bestelling geplaatst (camera 180 euro)gekozen voor verzekerd verzenden.
Op 30 april werd ik gebeld door dhl dat het pakket niet meer geleverd zal worden omdat deze te zwaar beschadigd is, ik moest contact opnemen met lightinthebox om het probleem op te lossen.
Door lightinthebox wordt ik niet geholpen ze verwijzen mij doodleuk terug naar dhl terwijl lightinthebox de verkopende partij is.
Het is nu maanden later, vele mail gestuurd, maar nog geen camera en wel mijn geld kwijt.
Kortom koop nooit bij lightinthebox want als er ook maar iets misgaat ben je jouw geld kwijt!
Aanvulling:
Na het klagen via onder ander deze site heb ik nu eindelijk mijn geld volledig terug ontvangen dat na ongeveer 4 maanden, 10 mails en een claim via paypal!
Eind goed al goed zullen we maar zeggen...
Geachte klant, dit is Customer Service Supervisor Rebecca van Lightinthebox, ik zou graag willen helpen. Kunt u mij alstublieft uw bestelnummer en details van uw problemen adviseren, zodat ik tijdig kan controleren en oplossen? Bedankt voor uw begrip op voorhand.
I bought an item recently.No resemblance to the photo at all. Bined the item straightaway instead of having an unpleasant communication
Dear Customer, we're sorry to hear that. We'll contact you in the private message and solve the problem for you. You can also provide us the order number so that we can find out your order.
Comprei 9 produtos: 2 pingentes sendo um com colar, 3 camisas e 4 termômetros. Todos chegaram como no anunciado. Estou satisfeito com minhas compras e voltarei a comprar no lightinthebox.
Resolution of issue by customer services. At the end I got the item I wanted at reasonable price. I bought a bicycle jersey. Good product.
Initially I did not get the item despite the tracking says that I have received it. It took a while to wait to see if it was just delayed. Later the customer servece recognized my frustration and decided to send a item again which didn't take much time. Happy with the result at the end.
Dear Customer, we're sorry to hear that. We'll contact you in the private message and solve the problem for you. You can also provide us the order number so that we can find out your order.
I ordered 2 paintings and when we received them they were nothing like the picture advertised. They told me to return them and they cot me $120.98 plus I paid $62.00 for return postage which they said they would pay but no refund and every time I start a new ticket they close it without refunding me. Shocking company and this item was purchased April 28th 2017 and still they have not refunded me. Order No **************
Dear Customer,
We sincerely apologize for the inconvenience. Please don't be worried cause we'll take full responsibility of that. We'll refund order+return postage as mentioned when package identified. But currently third party hasn't identify this package. Please provide us more proof such as tracking number which we can follow so that we can help to resolve this issue.
The supervisor of customer service created one ticket for you. Please contact her in this ticket and she'll definitely solve the problem. Please log in your account on a computer (not mobile). You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=16035882
Sincerely,
LightInTheBox Customer Service
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Dear Customer,
We sincerely apologize for the inconvenience.The supervisor of customer service created one ticket for you. Please contact her in this ticket and she'll definitely solve the problem. Please log in your account on a computer (not mobile). You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=16109163
Sincerely,
LightInTheBox Customer Service