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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.
This summary is generated by AI, based on text from customer reviews
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Purchased lounge pants from Light in the Box and tried them on for fit. Immediately removed them and washed them one time. The stitching of the leg hems unravelled with this one wash. After contacting their customer service, received a message that the item was not returnable because it had been worn. To refuse honoring replacement of a defective product is dishonorable and pathetic. Selling faulty product happens. Refusing to fix mistakes is not acceptable.
I would never ever deal with this company. You cannot talk to a person everything is online. They lie and are are not helpful. Terrible product poor quality. In other words you buy it you are stuck with it. They are situated out of China. Not helpful.
Hello
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
The coat was nice, just to small. I submitted a ticket per their instruction which said they would respond within 24 hours. They didn't! So I submitted another, got the same message and same result. Products may be okay, but if it doesn't fit you are screwed!
Hello
Thank you for writing a comment on our page.
We apologize for any inconvenience, I will help you with returning the coat. The sizing might run small when compared to your habitual North American size. For this reason we indicate all our products with their exact measurements --in both inches and centimetres-- on our website. This ensures the clothing can be ordered accurately and sold to different countries worldwide.
Please check your mailbox, you will find an email (ticket #25134791) with the return instructions. Feel free to reply if you have any questions or need further assistance with the return process.
It is always a joy to help you!
LightInTheBox Customer Service Team
Got my wife a green rain jacket. It was not waterproof as advertised. Only water resistant. And one of the drawstrings was missing the metal piece. I did not know this until my wife opened it for Christmas. So when I tried to return it, the company said I could pay for shipping to have it replaced. I didn't want to pay more money to get a new one, I wanted my money back. So I told them I was disappointed with the options. They offered me $2.60 as a refund for a crappy product. So I took that and now I have a damaged product I don't want. I will not be doing any business with Light in the Box in the future. Not worth it.
Hi Jacob,
Thanks for having written a review on our page.
I've checked through previous correspondence and am afraid there could have been a major misunderstanding. It seems that when you've contacted us, you didn't mention the rain jacket wasn't water proof. The 10% partial refund was based on the understanding that a small metal tab missing from the shoe lace. We might have thought a 10% partial refund would have been sufficient to buy a new shoe lace locally. However if the jacket isn't waterproof as described, I agree this offer would be deemed as highly inappropriate. Please accept our apologies for this misunderstanding. Based on the description problem you should be offered no less than a full refund!
We invite you to check your mailbox (ticket #25134783) for more details concerning your refund. Please don't hesitate to reply if you have any questions or doubts.
It will be our pleasure to help!
LightInTheBox Customer Service Team
I ordered a dress it looked beautiful from the picture. The drees arrived and it looked nothing like the picture. The material and design is low quality. The details in the dress is poor. It looks like a bed sheet with some lace on it
Hello Dee,
Thank you for leaving a review for our store. I regret reading that the dress wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I order a few things from this online store it's 3 months and still I haven't received my order. When requesting a full refund I was told I would only receive half of what was paid when in all of this they can't deliver on time. They hide behind email don't even have a contact number where this can be solved. When ordering it showed I would receive my package before Christmas and that never happened! Every time the delivery date changes and nothing gets delivered. Wondering if it will even fit when my little girl receives it.
Hi Samantha,
Thank you for writing a comment and reaching out to us.
With much regret, I read your daughter her gift didn't arrive in time for Christmas, please accept our sincere apology. It seems this package was shipped less than 2 months ago, and that you've chosen our most economical shipping method. Airmail packages usually take between 20-25 business days to be delivered. We are very sorry for this delay, since by now you should already have received the order. The logistic department told me it could take another 2-3 weeks before the package arrives in South Africa. As we find this delay quite unacceptable as well, my manager suggested the refund of this order and offer the dress and shoes for free. I think this is the least we can do to make up this mistake. We would not dare to offer you less than a full refund and a well-meant apology.
We invite you to check your mailbox (ticket #25097430) for more details concerning your refund. Please don't hesitate to reply if you have any questions or doubts.
It will be our pleasure to help!
LightInTheBox Customer Service Team
I ordered my wife some dresses for Christmas (she wears 3X). When she opened them, they did not fit. (Needed to get 5X). With their return policy, it is "cheaper to keep the item and take a discounted return price" (or something along those lines), so I did. I spent close to 350 dollars on everything. Had tor return close to 300 dollars. Got $90 in credit, just to find out I would have to spend $215 just to get my credit. So needless to say, I probably just lost all of my money, because I really doubt that I will spend that much money, when what I order for her probably wont fit anyway.
Hi Gerald,
Thank you for reaching out to us.
I regret that your order wasn't satisfactory, and I will try my best helping you resolve this. I've noticed that you've requested to return the dresses based on a size issue. We accepted your request, but before proceeding with a return, we thought it would be appropriate suggesting for you keeping the dresses with either a partial refund or rewards. You've accepted the option to keep the dresses with a reward. With much regret, we have to learn this wasn't your preferred solution. Don't worry, we took note that you wish to proceed with a return and will be happy to guide you with the procedure.
Please check your mailbox, you will find an email (ticket #25097407) with the return instructions. Feel free to reply if you have any questions or need further assistance with the return process.
It is always a joy to help you!
LightInTheBox Customer Service Team
I ordered some shoes. Prices are ok, so I wasn't expecting designer quality... BUT, the quality was well BELOW what I had expected. The soles were hard plastic, not even rubber... the outer boot was like a pressed plastic. Not even a faux leather feel or look. To top it off, the packaging had a hole and one pair never even showed up. They said I could ship it all back at my expense. The shipping (they will NOT cover) turned out to be 3 times OVER what I paid! Needless to say, I took it to dispute, only received half my money back, plastic soles and boots didnt even make it through one outing outside in the rain. I lost over 100$... this site feeds on over charging, and making their money knowing full well folks in Canada will not return items due to the shipping charge... BEWARE! I should have gotten a FULL refund.
Take note of what they advertised, and what I received in the photo
Hello Tracie,
Thank you for leaving a comment. We are troubled to see you've received a pair of shoes that don't resemble the picture on the website in the slightest bit. This is really unacceptable, and I'd like to alert the sourcing manager to have these shoes removed from the website. Rest assured the items cannot look in any way, shape or form different to the photos on our website. If you can share your order number here, or contact us through the website, then we can immediately help you arrange a full refund!
Waiting for your details,
LightInTheBox Customer Service Team
I placed an order and payment was confirmed on the 23rd of Dec. Since I needed the products before the 6th of Jan I decided to go ahead a pay their heavy expedited shipping cost as they had a 3-5 business days delivery. Right before making the payment there was info that clearly stated that if their were extra customs fees they would refund the amount.
Yesterday the 4th I get a text msg informing me my order will arrive on the 11th of Jan. (I may not be a math genius but that isn't 3-5 business days). Sometime later, another text informing me that I have to pay customs fee (1/3rd of my total order cost) before the delivery of my order. ARE YOU KIDDING ME?!
Thus, I proceeded to contact them. This is the reply I received for the expired shipping:
Your order was shipped via DHL on 2021-12-31. The tracking number is *******600. Delivery normally takes business days: 4-7 / calendar days: 5-10.
Not at all what the customer sees when checking out.
Then another message informing issue has been resolved on their end.
I'm dumbfounded.
Still awaiting info about custom fees. At the end, it would've been cheaper and less expensive to buy items within the EU.
Terrible customer service. Or may I say inexistent.
Hi Lola,
Thank you for reaching out to us. We are very sorry for reading this experience. Kindly note, all products require an additional processing time before we can send the parcel. Choosing the expedited shipping method will unfortunately not have any influence on the processing times of the chosen items. In addition, we offer a dedicated insurance, which allows a full refund of the custom duties. You can find more information on this on the following link:
https://www.lightinthebox.com/knowledge-base/c1229/a3021.html?prm=1.34.145.0
For any questions or assistance you can reply the ticket 25089474, it is our pleasure to help!
LightInTheBox Customer Service Team
Hello
I am satisfied in terms of purchase quality
But completely dissatisfied with the service
To return the purchase I bought
I emailed 3 times and asked for the address and return form
But unfortunately, every time I heard an answer, they offered me to keep buying
And I'm still involved
Hi,
Thank you for having reviewed our website. We regret that you've found it difficult to return your item. We firmly believe returning an item should be easy. Have you already submitted a return request through the website? Items can be returned for any reason. You can easily submit a return request after being logged in to your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Eccellente e-commerce, descrizione del prodotto affidabile, prodotti di ottima qualità, spedizione velocissima!
Comprerò certamente ancora
Poor quality garment and poor refund option!
My wife ordered an item of clothing in a size 14 and when it arrived it was even too small for my daughter, who's a size 10.
The quality was very poor and the overall finish looked very cheap.
I contacted the company and then realised the item had come from China, so returning it was cost prohibitive for me.
In the end we were offered only 10% of the value of the item as a refund and told "we could pass it onto another member of the family"
The item went into the bin!
Use this company at your peril.
Hello Mark,
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Talk about ghosting! These people have that fone to a science. Absolutley no way yo get them to answer anything regarding h a return. I have submit a "ticket," tried to get into my account to return the items but 0that only listed a wig purchase from a year ago.
Hi Phyllis,
Thank you for reaching out to us.
We firmly believe returning an item should be easy. Have you already submitted a return request through the website? Can you please share your order number. Perhaps you've created multiple accounts on our website, and you are now logged in under an old account where you've ordered a wig last year? You may try to login under different email addresses, or through Facebook or google.
Happy to be at your service!
LightInTheBox Customer Service Team
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Be careful with this site, i bought it in november 11/14/2021 and i paid almost $100 australian dollars, i didn't receive my purchase, the service just doesn't solve anything and doesn't refund. Pay attention…don't refund your money, it has a name you knew? Very disappointed with this site, be careful …. I will post my indignation here weekly!
Hi Luiz,
Thank you for reaching out to us.
Firstly, I feel very sorry that you still haven't received the order. When looking at the tracking website, I learn that your package was sent back due to a problem with your address. As mentioned, we would contact you again once the package arrived back at our warehouse to arrange a refund or reshipment. Further investigation shows your address is lacking the apartment number. Please be aware that the address is an essential part of the delivery process. Any minor mistake could result in the parcels not being delivered. It's also pausible that your package was abandoned by the postal company. In any case, you don't need to worry, we can bear the loss to meet a satisfactory outcome.
We invite you to check your mailbox (ticket #25097242) for more details concerning your refund. Please don't hesitate to reply if you have any questions or doubts.
It will be our pleasure to help!
LightInTheBox Customer Service Team
This company is a scam. The clothes are of horrible quality. Although I ordered according to my measurements, the products were completely off in sizing.
When I contacted customer service via email, they blame me and stated that I ordered the wrong size. Therefore, they refused to provide a return address. And said that I should not try to return on my own because it would cost me too much. That is not their call to make. I lost $240 with my order…On dresses that I ordered to attend a wedding. On dresses I absolutely can't wear.
Hi Roheman,
Thank you for reaching out to us.
Please accept our apologies for having faced this very unhappy shopping experience. Upon checking previous correspondence, I am afraid there could have been a misunderstanding. When you've contacted us, you've mentioned the dresses simply didn't fit, this without mentioning that the quality was bad. Consequently, you would have had to pay the return shipping yourself, since all our products are advertised with their exact measurements --in both inches and centimeters-- on our website. However, this would be considered inappropriate if the quality wasn't good. Can you please tell us more details and if helpful send relevant photos? This will help us to claim a full refund for you!
We have sent you an email (ticket #25097233) to help meet your satisfaction. We can help you obtain a refund without too much efforts.
Awaiting your details,
LightInTheBox Customer Service Team
I bought 5 blouses that looked awesome in the ad, but in reality were made of a kind of material that makes you sweat the minute you put it on. I was so disappointed. I tried to return them, but the company is in Hong Kong. To ship them with tracking and insurance would cost the price I paid for them. Their offer to me was to refund me 20% of the $89.95 I paid. I should have accepted that, but instead I shipped them back to the company with the cheaper us mail. They say they never received them, so now I'm out the cost of the product plus the cost of shipping. My only warning is: Don't buy from this company. The material feels like you're putting on plastic clothing.
Hi Cathleen,
Thanks for writing a comment on our page. I am sorry to read about your disappointment and will try my best to quickly help you obtain a refund.
We stand behind our products and customer satisfaction is our number #1 priority. It is highly unusual that your parcel still hasn't reached our warehouse. You've opted to return the package through an economical shipping method, which is totally fine but could take some time to arrive at the warehouse. However, there seems to be a problem, when I look at the tracking page it seems your parcel never left the US. May we know to which address you've returned the package? You can follow it on the link below:
https://t.17track.net/en#nums=LH151198755US
We have sent you an email (ticket #25097224) to further help you rseolve this. Should you have any questions or doubts, then we'd like to hear from you.
Always a pleasure to help!
LightInTheBox Customer Service Team
Firstly, the prices always seem too good to be true. And so it turns out to be just that.
The quality is beyond bad! Sizes are made for mini people; fabric weights are gossamer; construction is nonexistent. Oh, and when you want to return something, there really is no such policy, even though they state that they have one. Returning means YOU have to pay shipping back to China! And the level of English usage would require an interpreter! My items, shoddily constructed, either grossly too large or miniature sized, which I wanted to return would cost more to ship than I paid. And if you choose returning something, you must contact their factory in China yourself. Good luck with that!
They then offer you another option. Accept 30 cents on the dollar credit, toward their other merchandise. However, if you select that, the credit is good for one week! And try to apply the credit to a new purchase. Good luck with that! They allow only a small portion to be applied. There are so many limits and complications, you'll just give up and throw the merchandise away and write off the entire foolish enterprise and maybe write a review like this one and read Kafka's 'The Trial' while you wait for any resolution.
Hello Andrew,
Thank you for leaving a review for our store. I regret reading that your order wasn't satisfactory, We stand behind our products and customer satisfaction is our number #1 priority. In case there are problems with your order, then we will take full responsibility. Can you please tell us your order number? This will allow me to have a look at your case. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I purchased some dresses and what was supposed to be Christmas deco from Lightin The Box based on the eye catching designs and descriptions. There was a mention of a sale, the dresses were being sold at a steal. I bought the items at the beginning of December where the deliver date was indicated as immediately or a few days. I received the package only on Christmas day. The Christmas Deco turned out to be 2 stickers which could have been bought at a street vendor for under a dollar. The dresses looked like some school children were practicing needle work. The material inferior and the total value was a fraction of what I had paid. The garments were not fit to be worn nor given to charity. Hats off to the Marketing Team as they have hood winked the people.
Hello Rosemarie.
Thank you for leaving a comment on our website.
We are committed to offer good value, I am very sorry that your order wasn't satisfactory. Would you please provide me photos, so we can help you make a claim?
We have sent you an email (ticket #25069099) to help you resolve this. Rest assured we will take full responsibility if any issues can be confirmed.
Awaiting your details,
LightInTheBox Customer Service Team
Their Web site lists their products in USD (US Dollars) but when they charge your bank account they do it in BHDS (Bahrain Dollars) which is 2.68 USD. They lied over and over to me when I confronted them about this illegal charge. I'll never do business with this thieving company!
Hello Carlos,
Thank you for leaving a review for our store.
I'm sorry to read about your experience with the website. Orders can be paid in any major currencies of choice. If you made the order in USD, then we require a payment in this currency. Perhaps you've mistakenly chosen the wrong currency when making your order? Please share your order number in private so we can look into this. We also have a dedicated customer service that can be reached 24/7 from within the website.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I ordered a Christmas shirt December 14 which said the delivery date would be the 23rd.
I just got it today, December 30. I planned to wear it on Christmas Day. I ordered a large even though I wear a medium and I'm glad I did. Their products are beautiful, cute and stylish but they come from China. I would never order anything from them again. If the shirt would have been too large I would have had to pay to return it to someone named to Judy in NYC.
Hi Katie,
Thank you for leaving a review on our page.
There was unfortunately no guarantee this order would have made it in time for Christmas, if we look at the announced processing and shipping times. Only choosing the expedited shipping method would have assured the shirt arriving for Christmas. Be aware the chosen shirt wasn't in stock, it's advertised with a processing time between 4-6 business days, coupled to the fact that you've chosen the second tier shipping method, with a promised shipping time of 5-9 business days. As for the sizing, we indicate all our products with their exact measurements --in both inches and centimeters-- on our website. This ensures the clothing can be ordered accurately. And then finally, items can be returned for any reason, should you wish to return the shirt for a refund, then I'll gladly assist you with this. The only requirement is you've kept the labels on the shirt intact, and haven't worn it.
We have sent you an email (ticket #25069075) with further details. Should you have any questions or doubts, then we'd like to hear from you.
Happy to be at your service!
LightInTheBox Customer Service Team
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good morning,
Thank you for reaching out to us.
Please accept our apologies for having faced this very unhappy shopping experience. I've looked into this and saw a replacement pair of pants left the warehouse 4 days ago on the 10th. I'm glad to announce your package has already arrived in the States, and delivery shouldn't take much longer!
Tracking website:
Https :// tools. Usps. Com/go/TrackConfirmAction? TRef=fullpage&tLc=2&text28777=&tLabels=9200190281671110312974%2C
We have sent you an email (ticket #25134826) with further details. Should you have any questions or doubts, then we'd like to hear from you.
Always a pleasure to be at your service!
LightInTheBox Customer Service Team