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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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I bought LED Strip Lights RGB 20M LED Lights for my son but unfortunately, the remote control does not work properly. I tried many things like, change the battery, connect in parallel, etc etc but the remote control does not work. The suggestion is to return it to the shop but it is too complicated and in my opinion is a waste of time.
PS. You want me to send proof of purchase but you don't accept. Pdf and I have no time to take photo to send to you.
I order 2 time. Over 4 week for delivery... Poor communication except write ticket... no answer... or auto answer saying extra delay, but here say it when extra delay already over one week...
Don t recommand this company. Poor reliance.
I purchased 5 hoodies for Christmas, still have not received them. I paid $49.26CAD for shipping and my shipment is now being held as the delivery company, DHL wants another $50.94 Claiming duty and taxes.
There was no mention of the additional charges when I place my order.
Over $100. Shipping and handling on a $150 order ridiculous
Total scam. Buyers beware!
Dear Connie,
Thank you for contacting us. Hope you had a wonderful New year celebrations.
It seems the package was available for delivery since the 24th of December. It is very unfortunate that the payment of custom duties was only made 5 days later on the 29th, since the package could otherwise have made it in time for Christmas. We'll immediately refund $49.26CAD (100% Tax Fee) to you since you paid for the Insurance for Duty & Tax of this order. You can find more information concerning the custom duties on the following link:
https://www.lightinthebox.com/knowledge-base/c1229/a3021.html?prm=1.34.145.0
We have sent you an email (ticket #25066137) 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
This company is a totally scam. I ordered some items 8 days ago and were told I would have them within 4-6 days. Sent an email and asked about mu things and they came
Back and told me it would take 8-9 to reply. At that time I will be back in Europe, with no items and my money gone.
Hi Jan,
Thanks for having taken the time to write this review. Hope you had a wonderful New Year's Eve!
When I look at the tickets, I saw that you've requested to change the address the day before yesterday. My colleague replied to you within 12 hours to help confirm the address. Kindly note most products have to be obtained from external suppliers, and we advertise each with a processing time on the product page, which can be seen just below the 'add to cart' button. It's not possible to immediately send the package, if you didn't choose products that we have in stock. In your case, the hoodies are advertised with a processing time between 2-5 business days. In the meantime these have already arrived at the warehouse, however we needed to put your order on hold, since you requested to modify the address to another country. Now, it's with much regret I need to tell that the financial department doesn't allow changing the country. Is there another address in the states we can send your parcel to? Please let me know so we can dispatch your order, or you prefer to cancel it for a refund.
We have sent you an email (ticket #25066128) to further assist you. Please let me know so we can dispatch your order, or you prefer to cancel it for a refund.
We'll be awaiting your reaction.
LightInTheBox Customer Service Team
If you want anything for Christmas or for a gift shop early, the shipping is sloooowww.Also not all the clothing are well made. Bought a few things & a couple of the womens blouses we so cheap looking & badly made, maybe someone got tired in the China sweat shop.
Won't be shopping there again.
Hi Mar,
Thank you for leaving a review on our page. I am very sorry that you haven't received your order and would like to check where the package currently is. Can you please tell me the order number, or tracking number of your package? In addition we are committed to selling good quality products at an affordable price. As a larger retailer we do feel a big responsibility for the social interests in the production of the products. This applies to all our cooperatives located in China. We value long-term business relationships in order to exclude all risks. Any new supplier will be subject to strict requirements. Our company philosophy not only guarantees the quality of our products but also for the production. All manufacturers are contractually bound to comply with the minimum social forms, which meet those of international labor organizations. The production locations are regularly checked. If the requirements are not (or no longer) met, we will terminate business relationships with the supplier. You can also easily contact our customer service from your account.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
Returns are stressful! You will NOT get a refund. Do NOT purchase anything unless you really really sure. Sizes are all wrong, measurements don't match and items don't look like picture.
Everytime you need to speak to customer service you have to go in to your app and open a "ticket" then wait forever for response and go back and forth.
Waste of time! By law all online purchases have to offer refund to the card you paid with, they will only give you credit to use next time!... Shein is waaaay better to shop with and returns are easier.
Hello Nes,
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
Ordered early and my packages never arrived. Tried contacting customer service and never got through. Tracking information was never correct. Then Christmas passed and got an email my package had arrived but still haven't received anything. Total rip off. Never will I buy from this company again.
Dear Lydia,
Thanks for reaching out to our customer service.
I am sorry to hear that you didn't receive the order. Your concerns are totally understandable, but please don't worry as we can help you sort this! To begin can you please tell me your actual address? If not bothersome is it possible to check with the neighbours? In the meantime, our own logistic department will be finding out with the postal company whether they can find the whereabouts of your parcel.
You can track it here:
https://t.17track.net/en#nums=9200190281671109222482,9200190281671109042868,9200190281671109042851
In addition, we regret that you were unable to reach us. Until this date we didn't receive any emails, so it remains unclear how you've tried to contact us. The most easy way to contact us, is by login in to your account and submitting a support ticket. If this was done correctly, then you'll receive a confirmation first, followed by a reply from a customer service representative within the next 24 hours.
We have send you an email (ticket #25066108) to help you resolve this. I want you to know that we won't let you in the cold.
We are looking forward hearing from you,
LightInTheBox Customer Service Team
Customer assistance is very quick to assist you, and that's a great thing, there's a lot of Anime style clothes, cosplay costumes, accessories and other things and this is great too.
BUT, the date of order change randomly day by day with a bad feedback for the customer, tracking is too slow, the update comes 2/3 days later, and some clothes are not as the pic show.
Reimbursement isn't fair.
40% of the value in coupon and you keep the merch
30% in cash back and you keep the merch
Or 100% of cash back but you pay the courier (and from Italy to China it's a lot of money)
This should be modified.
It offers the optional insurance for the travel and this is great
Over at all I found LightInTheBox a good site
I ordered a extra large and they sent a small! They don't pay attention to what size you order they just send what they want.
Dear Customer,
Thank you for leaving a comment. We regret the coat is too small, and that you didn't receive our reply. Have you already tried reaching out to us from the website? Please don't worry, we firmly believe returning an item should be easy. In addition, the sizing of the coat might run small when compared to your habitual North American or European 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.
We are looking forward helping you with this!
LightInTheBox Customer Service Team
I bought a dress for £50 from them and it was horrendous quality. So much so I didnt even bother trying it on. They advised for return it needed to be sent tracked to a specific address in China. I followed the instructions and now the item has been at the customs office in China for 3 months. They have been provided with the tracking number which they requested upon the return being processed and despite me sending numerous emails, they just keep saying they'll process the return when the item is delivered. It seems that will never occur as customs dont appear to have any reason to still have it after 3 months and yet it's still there.
£20 return for postage. Thats me £70 out of pocket. Avoid this site!
Hi Allie,
Thank you for reaching out to us.
We regret that the quality of the dress wasn't as expected, and apologize for have keeping you waiting all this time. It is definitely very unusual that the parcel didn't reach us after all this time. I saw that my colleague Alex was assisting you, and contacted the warehouse manager this week. Apparently there was a problem with Chinese customs. The logistic manager was put behind this, and he assured he will manage to get your package released. Don't worry, we will immediately proceed with a refund as per agreement. On another note, can you tell me what aspects of the dress were so bad? In any case the dress will be subjected by the quality checks of our warehouse staff. If they can find any quality issues, then we will contact you again to arrange a refund of your return expenses.
We invite you to check your mailbox (ticket #25066085) 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
Spend 170£ for few items, postal over 30£ tax fees almost 140£ which i get know about after the dhl contact me. Cant refuse paying cos they dont accept returns. If you reading this before buying go somewhere else like amazon or eBay. Save your money, time and stress. One big froud
Hi Kamil,
Thanks for having taken the time to leave a comment.
I regret reading you've experienced stress while waiting for the package. Custom duties are levied by the UK custom agency, moreover if you subscribed to our dedicated 'Tax insurance', then we will gladly refund the whole amount! 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 other issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team
The order took 2 weeks longer than the actual website claimed, so if you're ordering for an event - think twice.
I've ordered a dress for $150+, it arrived and the quality is just horrible! Definitely not what you see in the pictures. I have contacted their team to process a refund, they advised that due to COVID they had to close their warehouses worldwide and I can only ship to China, which is not a great idea; they offered a 20% discount or a 10%! Refund. Oh and also a return, but warned me that the shipment will probably cost around the same price as the item.
Honestly, this is a disrespect to customers and I recommend to avoid dealing with these scammers!
Good afternoon Olga,
This is customer service from lightinthebox, we sincerely apologize for what happened and all the inconveniences caused.
Firstly I am sorry that there may have some misunderstood about the delivery time. Please be advised our Total Delivery Time is consists of both the processing time and shipping time. We also state the processing time on the product pages. You will be able to see it when you choose all the properties. Your products required some business days for processing before shipment, which was why your order could not be shipped as soon as it was placed.
Secondly for the product quality issue, we woudld take fully responsible and cover the return postage if the product issue can be confirmed. Please allow me to explain that the partial discount is just a suggestion considering for the return process, we will will respect what the customer wishes.
I had conducted new Ticket ID 25050071 = in our ticket center and and provide solution for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Thank you for your cooperation.
Best Regards,
Samira
Lightinthebox Customer Service
Their product came with cheaply made material and looks ugly. It is not even close to what they show on the website picture. When I asked for return, the customer service asked me to provide pictures with tap measurement on to show 8 different cloth dimensions as picture shown.
Hello,
Thank you for reaching out to our customer service.
I am sorry you've faced this bad experience with our store. I saw that you've contacted us, and reported several problems with the hoodies. The problems might be hard to spot on the photos you've added, so the customer service agent requested more details, which included a photo with measuring tape, which would have confirm the size problem. This because all our clothing is advertised on the website with a detailed size chart. I regret if this gave a bad impression, but this information would have helped us to confront the supplier, allowing an immediate full refund. Please don't worry, we have gathered sufficient details to obtain a refund, you don't need to return the hoodies back.
We invite you to check your mailbox (ticket #25060642) 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 got the product (3 weeks late) but now I can't stop the emails. The 'unsubscribe' feature doesn't work and I can't hold back the spam.
Hi Chris,
Thank you for writing a comment on our page. We apologize for the possible disturbance caused. You can easily unsubscribe from our mailing list, there is an option to unsubscribe in the emails itself. Another way to unsubscribe is simply by clicking on the following link:
https://gw.lightinthebox.com/index.php?main_page=email_subscriptions&prm=1.29.156.0
For any other issues you can contact our customer service from within your account.
Happy to be at your service!
LightInTheBox Customer Service Team
Wish I could send a picture of what was advertised and what I received. Never will I order anything from them again. Whoever gave good remarks were lying on their behave. Pictures are photoshop for deception and they send you something of horrible quality. I'm sorry for those that get caught up in this scam
Hi Tanya,
Thank you for leaving a review for our store. I am troubled that you've received an item that doesn't resemble the photos on our website. We cannot tolerate suppliers that alter the photos of the products and this is considered very severe. Please share with us your order number. I would also recommend contacting our customer service through your account. This will help us make a claim. You shouldn't face any problems obtaining a full refund!
We are looking forward hearing from you,
LightInTheBox Customer Service Team
Terrible
Ordered a gift for my daughter for Christmas and was expecting it yesterday. Received a text from DHL to say they were delivering it. No issues
Didn't arrive and when I chased it though DHL told me that LightInTheBox recalled the package
In contacting "customer services" I was advised it won't arrive for 2 weeks because of the pandemic. What the pandemic has to do with this I have no idea the package was out for delivery before they pulled the parcel. Cost me an extra £16.65 for quick delivery. They offered me €10 as way of an apology
They have no closed my customer service enquiry so I have no way to speak to anyone
Hi Andy,
Thank you for reaching out to us.
Please accept our apologies for having faced this very unhappy shopping experience.
I saw that you've contacted u yesterday, seems that the reply from my colleague wasn't accurate. At this time your order is within schedule, and is estimated to be delivered around the start of next week. I do feel sad, and very sorry that your daughter won't be able to receive her Christmas gift. Unfortunately this was an order made last minute, and since the backpack had to be ordered from an external supplier, there was no guarantee it would arrive in time.
Please note, the package wasn't sent by DHL, but through the Royal Mail priority line. The tracking number is GV775356656GB, you can track it from the link below:
https://t.17track.net/en#nums=GV775356656GB
This still doesn't explain why you've received a text from DHL. Did you make purchases from other sellers? As for this order, could the item serve as a New Year's gift? In case you would prefer a refund, then you may refuse the parcel upon delivery. We will process a refund once you were able to do this.
We have sent you an email (ticket #25025882) 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
The website looks like a reaal shop... but you can stay indoors sitting in a lazy chair. Prizes are real.
Deliverytime is exact as they said... proficiat
The quality are really bad, the sizes are not correct. Return policy? GOOD LUCK with that. I found the same item a half of the price in another site.
Hi Sebastian,
Thank you for writing this review and reaching out to us.
I am sorry that you feel been let down by our company. I saw that you've requested the return, and this was being handled. Can you please let me know what aspects of the quality were problematic? Your details will greatly help us to make claim against the supplier. In addition, a sizing issue will not be considered as a quality problem, since we sell our clothing with their exact measurements indicated in both centimeters and inches. Allow me to add that we buy all our products directly from large suppliers, which is the reason we can offer very competitive prices. It would surprise me if the same shirts would be sold for cheaper on other webshops.
We have sent you an email (ticket #25025877) to help you with this. I stand by that we can help you obtain a refund without too much effort!
Awaiting your details,
LightInTheBox Customer Service Team
I bought a Kitchen Faucets from them, the quality of the product is not very good. The button which supposes to change the water pressure is made of plastic and feels super cheap and low quality. When you pull the head of the tab out, the hose doesn't come out smoothly. The whole build doesn't feel like a high-quality and long-lasting product.
They also sent me the Faucet with the wrong water connection size, I contacted them and explain the situation but unfortunately, they did not care, they just said this item is not refundable and the item is yours and that's it.
They also have all these fake 5-star reviews on their product, I have written them a review and never come up in their review list, just show how fake it is.
Really terrible customer service and return policy.
If you don't want to waste your money shop somewhere else.
Hi Zak,
Thank you for writing a comment on our page.
I am very sorry that we've let you down with this order, and will try my absolute best helping you sort this. I've looked into this, and it appears that you've chosen the faucet for German standard, while you live in Australia. Please be aware, we sell our products around the world, and customers need to ensure to select the products that are compatible with their region. Based on this, we couldn't accept the product back, since faucets are one of the few categories that are not eligible for being returned. The supplier does not accept this type of product back. Regardless, I can understand that you are not happy to lose financially on this.
We have sent you an email (ticket #25025875) 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
Hello Alexandre,
Thank you for reaching out to us.
We understand that you are awaiting to receive your order with great impatience. I've looked into this, saw that your package was dispatched 12 days ago on the 20th of December, and is since 2 days being cleared by UAE customs. Please be aware that during this period it could take a few days more before your package get's released. You can follow the progress of your package on the link below:
https://t.17track.net/en#nums=YBEAI1121901567YQ
Should you have any questions or doubts, then please continue communicating with us in ticket #25045387. We'll try to reply all your messages within 24 hours!
Thank you for your patience and support!
LightInTheBox Customer Service Team