Yes, we are a reputable company. Light In The Box has been a worldwide business leader in selling blue-ribbon consumer goods since 2006 and already a listed company in NYSE. We understand we can't meet 100% customer satisfaction for each customer, but we are always trying our best.
As for your case, please kindly log in your account and submit a ticket to contact our customer service dept. Here is how you can contact customer service: https://www.lightinthebox.com/knowledge-base/c1192/a2974.html
Thank you for your understanding and support.