On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
The worst company in the world to deal with
Have to pay for customs was not informed of this any time through the ordering process. Unbelievable the trading standards should be made to deal with this company. Should not be allowed to trade at all. Customers should take to social media to voice their disappointment.
I ordered a dress for my graduation, and it still hasn't come. I placed my oeder may 7th, I paid for express 2-3 business day shipping to make sure it was here on time. I tracked my order online said it shipped on May 9th. It is now the 15th and no dress. When I contacted customer service this was their response.
Dear Elizabeth Gillinsteen,
Thank you for shopping with us.
Your order was shipped via SF-Express INT-E on 2017-05-09. The tracking number is **************. Delivery normally takes one week.
Note: The online tracking information may be updated slightly later than the actual shipping situation, we appreciate that you can be patient while waiting for the updates.
Tracking Information:
http://www.sf-express.com/us/en/dynamic_functions/waybill/#search/bill-number/**************
United States: *******133
Please feel free to contact us if you have any further questions, we are happy to help you.
Sincerely,
CustomerService
LightInTheBox Customer Service
BULL$#*!! Don't order from here!
Dear Customer,
We sincerely apologize for the inconvenience.
17:26:27 Delivery in progress
It will be delivered soon.
The supervisor of customer service created one ticket for you. You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=15408138
Sincerely,
LightInTheBox Customer Service
Ordered a clock on 9 april. It was £40 and it said i would reeive it in about 5 days. 3 weeks later no clock. Then i receive a letter saying i had to pay a £25 import tax and customs fee. I wrote to the company and they told me i had to pay it in order to receive it and if i rejected the parcel they would only pay a £20 refund! At this stage i really don't expect to see my £40 again.
DO NOT USE THIS COMPANY. THEY ARE BASED IN CHINA AND YOU WILL GET STUNG WITH THIS CHARGE THAT THEY DO NOT MENTION WHEN YOU BUY THE PRODUCT.
Dear Customer,
The charges that you see are taxes that have been levied by the customs agency of the country you are residing in; and therefore, we do not receive any part of this money. We are unable to estimate customs duties during your ordering process as duties vary per country and they are not always enforced.
In regards of this issue, our supervisor already contacted you in ticket. So please kindly check the ticket here via computer: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=15389595
Sincerely,
LightInTheBox Customer Service
This is my second review for an ongoing ticket with LIGHTINTHEBOX!
Previous review:
Https :// www.sitejabber. Com/reviews/www.lightinthebox. Com#4548? Utm_content=button%3A%20view
My ongoing ticket at Lightinthebox is turning into quite a nightmare. Here are the facts:
Bought dresses Boxing day 2016.
Dresses were out of stock and were only delivered in March 2017
Dress size not correct and didn't fit
Promised discount of 50% was not applied due to delayed shipment
Had to return mail to China and spent additional $40 for shipping.
When contacted to followup on shipment status, CSR said cannot process return/ refund as it is beyond the return period, even though it was agreed upon with LIGHTINTHEBOX that delay was at their end and they will process return/ refund
Had to haggle for refund... promised refund back to credit card within next billing
Cycle. It is July 11,2017... my credit card statement shows no refunds.
Was promised the balance shipment (which was in stock and correct size) will be shipped by Jun 22. Not received anything!
-I am so fed up! There is no light at the end of this tunnel. It shouldn't be Lightinthebox... it should be $#*!INTHEBOX!
Dear Customer,
We sincerely apologize for the inconvenience. 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=15384523
Sincerely,
LightInTheBox Customer Service
Tammy fixed all problems I was having with other ticket workers for me and she was very nice throughout the whole thing. Definitely solved the problem faster than the other people and she actually knew what she was doing.
Dear Customer,
We sincerely apologize for the inconvenience. Sorry for the item is out of stock and the refund was completed in our side.
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=15385972
Sincerely,
LightInTheBox Customer Service
Do not order from here EVER! The worst site for online shopping. I can understand that it happen not to receive an item, but the way it was handled was awful. They sent me same message to wait for 2 months and then again to wait another 20 days. So they don't care, they just want to get rid of you. Of course, I won't see my money or package anymore. Do not order from here, it's the best advise I can give to somebody.
This is Pinni from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15372862 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 ordered my daughter shoes three months ago. I still haven't received anything. I'm very disappointed, I wish I would have read these reviews before I ordered anything. Don't order anything! This is a scam!
This is Pinni from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15364289 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 ordered from them over 2 weeks ago. I was given a tracking number in my account.
Now my account is empty, no record of the order, no tracking number and no one to contact.
I have taken this up with paypal and will continue to share the word about this fraudulent website.
Dear Customer,
If the order is purchased via PayPal, our system will automatically created an account for customer. The email address is customer's PayPal account, so please log in your account by your paypal email address (ga***@rogers.com), you will see the order information.
Usually we use our ticket center to keep in touch with our customers, I guess you might don't know how to create a ticket. No worries, the supervisor of customer service created one for you. Please log in your account on a computer (not mobile) You can find your ticket refer to following picture or this link: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=15356245
Please note because the shipping method you chose for this order was postal service. It's the cheapest shipping method we have, while takes the longest shipping time for delivery. It usually takes 10-20 working days (14-28 calendar days) for the package to arrive. And we state it in the shipping method choosing part at the check out page when you placed this order. So it's normal that you still haven't received the package because it's still in transit. We guess you might haven't noticed this so you're inquiring about your order.
"2017-05-05 12:26 DEPARTED FROM TRANSIT FACILITY"
Sincerely,
LightInTheBox Customer Service
I bought a fascinator for the Kentucky Derby on their website. I ordered it two weeks before I needed it & paid an extra $10 for " 2 -3 day expedited shipping " as it said on their website. It NEVER came. And they would not refund me. When I emailed them continuously, they said it was the shippers fault & to wait 10 days and it should be delivered. If I was worried, they said. Contact the shipping comany they hired directly. And gave me their website. So basically- they scammed me out of my money AND took extra for fast shipping which they knew would not happen.
This is Customer Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15347126 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 buy Shoes from "light in the box "online website. I paid shipping charges and for fast delivery extra charges. It arrives via DHL. DHL came to my house and asking me $25 more for delivery at my house. Shoe cost $50 and I do not want to pay $25 more for nothing. For $75 I can buy those shoes anywhere from store. Its rip off. They do not show the delivery charges of DHL. Its hidden charges. Do not get fool from them.
Dear Mohammad Aaqil,
We're sorry that there is a huge misunderstanding between us. Please note usually your local Custom Office will charge you the tax fee for imported products. Being aware of this situation and we'd like to provide better service, so we started Tax Insurance service. As long as customers paid for the Tax Insurance, we'll fully refund the Tax fee to them. The Tax Insurance could be paid at the checkout page when you're placing the order: https://www.lightinthebox.com/download/3a39381c-3ae3-4376-8bde-800c4058d8f7
You Did Pay the tax fee on this order, and we proceed refund for you on 5th May. Please pay them and request delivery.
You can find your ticket here: https://www.lightinthebox.com/index.php?main_page=ticket_after_detail&id=15339859
Sincerely,
Lightinthebox Customer Service
My order never came! Its been almost 3 months! And nothing! I kept trying to get refund and all they did was keep sending me the same email over and over again saying your package has been sent... they refuse to listen to my complaint that i never got it! They stole my money and refuse to give it back
This is Pinni from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15322570 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.
JUST READ THE REVIEWS...
I ordered my fidgetspinner and cube and waited for it to come. IT DID NOT COME. It said it came on the 25 of april. IT DIDNT!
Dear Ryan Ngun,
Your order was shipped out via ChinaPost-untrack-Zhuoer on 2017-04-25. The reference number is 42012187991. This number is merely a serial number which cannot be used to track your package online. Our most economical shipping method does not support tracking services.
It usually takes 10-20 working days (14-28 days) for the package to arrive. So it's normal that you still haven't received the package because it's still in transit. However, if you do not receive your order by 2017-05-23, please contact us as soon as possible.
We thank you for your understanding in this matter.
Sincerely,
Pinni
lightinthebox.com
The process has been a complete nightmare from the start. I placed an order for 2 pairs of bike shorts via express and it still took ten days, don't waste your money. The size chat they use was off and the size was too big. One pair of the shorts was put together wrong, a nonslip band was sewn on the outside by mistake vice the inside and the leg length was longer. Now after numerous emails back and forth they want me to go through this incredible process to get refunded and also want me to pay the shipping. In other terms i will be out 25.00 for all the shipping and mess. Do yourself a favor and stay away from LightInTheBox. Also, Before you order that great deal realize this. When you find an item that has a decent price then you find the same thing on the site cheaper. It is not. Check the shipping charges. The better price item has a higher shipping. The costs are the same and they get you on the shipping.
FOLLOW UP 05 May 2017: The response from Pinni was a joke. The only way they will honor the correction to the problem is if I accept their plan, which will not work to my advantage, and if I change my review to 4-5 stars. Again... SAVE YOURSELF THE PROBLEM AND THE MONEY IT IS NOT WORTH IT. BUY FROM U.S. SELLERS ONLY!
This is Pinni from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15313742 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 ordered a dress almost 3wks ago, have sent them two messages regarding non delivery and have not heard a word from them. There has been absolutely no contact from them at all. I'm not at all happy with their service and if they don't respond by the end of this week, I will be phoning my bank to try and recover my money back from them!
Will you please advice us your order #?
I ordered 3 pairs of wedge style flip flops with lots of bling on them; almost impossible to get in stores in white and with lots of bling 80-90/pair. My entire purchase at LITB cost me about 110. US including shipping and duties. Shipping was super fast. I love my new summer shoes.
I bought a wig off this company a couple of weeks ago. There was a slight misunderstanding regarding the arrival time of the wig, but after speaking to Rebecca from the customer service team, she was incredibly helpful as to locating the parcel and making sure it did get to me on time.
I'd definitely order from this company again, was very pleased with how everything was handled :)
This is Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15260613 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 this company and it never arrived. After contacting them and patiently waiting 60 days for the order to arrive they asked me to wait another 60 days before they would say it was lost. Finally my product was resent and I am very happy now.
This is Service Supervisor from Lightinthebox. I am glad to help. After review your case, i had conducted ticketId=15260543 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.
Pedi varios articulos para poder utilizar en primavera y verano, ordene cadigans y vestidos. Quede muy satisfecha con la compra y llego relativamente trabajo.
Volvere a comprar en esta tienda.
Solo recomiendo pagar por el seguro de envio por las aduanas.
The bikes are very cheap and if they come damaged you cannot get them easily repaired because of the custom cheap parts used. I had a bent rear axel and the company refused to ship me new wheel after I told them it cannot be replaced by any bike shop. Now I have a bike with 2 different wheels and I have paid an excess of $209 to get all my issues fixed and make the bike ride-able. So with almost $800 total invested I have a bike that looks bad and can barley be used. Would have had a much better bike if I went to a local shop and would have paid less.
Dear Customer,
We sincerely apologize for the inconvenience. Our customer service already arranged a return for you.
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=15259611
Sincerely,
LightInTheBox Customer Service
After filing a review on here to bring to the attention of terrible customer service. Tammy today, had it solved quickly.
Brilliant thank you.
Dear Customer,
The order was last year's. The package was abandoned due to customer's rejection of tax fee. In this case, we didn't receive the package back and we are unable to refund.
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=15244893
Please kindly note that usually your local Custom Office will charge you the tax fee for imported products. Being aware of this situation and we'd like to provide better service, so we started Tax Insurance service. As long as customers paid for the Tax Insurance, we'll fully refund the Tax fee to them. The Tax Insurance could be paid at the checkout page when you're placing the order: https://www.lightinthebox.com/download/3a39381c-3ae3-4376-8bde-800c4058d8f7
Sincerely,
LightInTheBox Customer Service
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- 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
- 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. After review your case, i had conducted ticketId=15409003 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.