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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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I am pleased with how everything was informed and worked
The item that was purchased looks nothing like the picture. Poorly made product as if a child made it. Cheap material and cheap looking as well. Then you have to jump through hoops to get your money back. But they had no problem or trouble to quickly take your money. NEVER AGAIN WILL I USE THIS SITE
BUYER BEWARE
I posted a 1-star review previously, but I wanted people to know that the company posts a response to negative reviews as if they are going to do something to address the negative review, but then they do NOT do anything. The response is fraudulent - just like their marketing and sales.
I purchased an item that was totally the wrong size - according to their own measurements (in inches) that they posted on their own website. When I contacted them about it, they told me it would cost more to return the item to China than the item costs and it wasn't worth bothering and they offered me a 10% refund.
This is a SCAM Chinese seller that does not stand behind their products.
AVOID
Hello Dear J
I am sorry to hear that your sizing experience was not satisfactory. An apology for this, I will do my best to help you with your case.
Please note that our size pattern is different from normal size because it is Chinese. We provide a size chart with measurements for each product to help you select the best size for you. If this is not done, there is a strong possibility that it will not fit the selected size.
I have created a ticket # 24959119 contacting you with the information about the solutions of this matter.
Sincerely,
Doralis,
Customer Service Lightinthebox
I bought some sweats. Wouldn't recommend buying them or anything else from this LightInTheBox. The color did not match and the fit did not taper like in the picture. The customer service was worse. When I asked to return the product for a full refund, I was told no, and only offered a store-credit for 30% the value of the product or a refund of 20% of the value of the product. This whole operation seems based off misrepresenting products and then having return policies that don't make it worth returning the product because you'll just lose even more on paying for the shipping. Guess I can cut the pants up and use them as rags or something.
Hi Jason,
Thank you for writing a comment on our page. I
I regret that you've faced this very unpleasant shopping experience. We believe returning an item should be uncomplicated and straightforward. In your case you've requested to return low value pants, for the reason they didn't fit and because the color didn't match. The return for a full refund was accepted. However when looking at your photo, we were abble to conclude the colour was identical compared with the photos on the website. Considering the pants are just $20, proceeding with a return wouldn't have been profitable, so we might try to seek options that are more advantageous. I am sorry if you found our offers unreasonable or inappropriate.
We have sent you an email (ticket #24967512) 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
I have never written a review in my life but this experience was so bad that I have to let other people know. I was not happy with the quality and fit of the shoes I bought. When I reached out that I wanted to return them, I received an email letting me know that I would have to pay shipping costs back which would likely cost more than the shoes themselves even though shipping to me was only $10. The email also said that I had two other choices. I could keep the shoes and get awarded 40% of my purchase or keep the shoes and get a refund of 30%. Since I wanted nothing to do with purchasing anything else from the company I chose the refund. I then received another email stating that I would not get a refund but I would only get a credit. This company is definately one big scam! If I didn't have to put a star I would have left zero. I am so disappointed in myself, I usually see this before I buy. First thing I looked at was the return policy. Don't use this company if you have ANY doubts whatsoever!
Goodmorning Jennifer,
Thank you for leaving a comment on our page.
Please accept our apologies for having faced this very unhappy shopping experience. I've checked the photo you've sent us earlier, but couldn't spot any quality problems with the shoes. Can you please describe which aspects were unsatisfactory? If this can be proven, then better photos will be greatly appreciated, and allow us to seek full reimbursement. Rest assured we will take full responsibility if any issues can be confirmed.
In any case you still have the option to proceed with a return for a full refund. If the warehouse their quality checks don't reveal any quality issues, then the return postage will need to be borne by you. The supplier was willing to offer a 30% partial refund without the need of returning. The amount of USD 22.30 is available since a few days on your Lightinthebox-account, and could be immediately transferred back to your bank-account in just a few mouse clicks from the link below: https://www.lightinthebox.com/index.php?main_page=store_credit
We have sent you an email (ticket #24957292) to help you resolve this problem. I stand by that we can help you obtain a refund without too much effort!
Awaiting your details,
LightInTheBox Customer Service Team
Of course it takes forever to get merchandise from them, but that wouldn't be so bad in that in their photos, the sweaters look great. I have never seen a sweater like this. There is an inner, partial layer in the front that must be zippered. When you do so, it produces a big lump because the inner material is drawn up into a ball. If you don't mind walking around looking like you have a pot belly, than this is the sweater for you! The photo doesn't even begin to show how ridiculous it looks when you wear this sweater. In addition, the sleeves are too short. This thing is going into the rag pile! :( Buy American!
Hello Sandy,
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 made a purchase ************** and canceled the order because it was going to take longer than I thought to ship. I received a notification from customer service that, it is a made to order and I have to pay 50% of the cost. However on the shopping website there was no alerts for any of my purchases that says made to order. I will shop on this website
Goodmorning,
Thank you for reaching out to our customer service.
I saw that you've requested the cancellation, 4 days while we were processing the order. As mentioned the dress you've ordered belonged to the category 'made to order'. This means that from the moment you've paid, the tailor had cut materials and made everything from scratch. As such, cancelling the order would result in an unfinished product, loss of fabric and 4 days of work going to waste. Since you told you weren't aware of having ordered a made-to-order product, my colleague offered a full refund without deduction. Kindly check your PayPal account, the full payment was returned since 2 days.
We have sent you an email (ticket #24957271) 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
It was really a simple task. Fashion a fabric cylinder of a particular diameter and call it the equivalent of a "calming dog ears cover". There could only be a couple of ways to get it wrong. So, when a friend ordered me one that was too small, I looked for a way to buy the product other than via the usual Mega-retailer. So after waiting 2 weeks, it arrived today. It is nothing like the original product and is still the wrong size. The fabric of the original is a soft fine fleecy sort of fabric with stretch in 2 directions allowing for some sizing adjustments. The fabric of the Light in the Box product is slippery polyester knit with the stretch oriented along the length, preventing any give in the diameter. (That was an easily avoidable error.) Do not buy this product from Light in the Box
Hello Cora,
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
Got a demon slayer hoodie for my 9 year old daughter for about $35. I ordered it two sizes bigger knowing they run small. When I got it, it was so small it prob would fit a five year old. I tried to return it since it said it had a "100% return policy." So I get an email saying " "we have closed all our return locations in the United States, so u need to return to China, which is cost prohibited. So we can give u 10% rebate and u can keep it." Thanks for nothing. Con artists.
Goodmorning Eric,
Thank you for reaching out to us.
I am sorry that you feel been let down by our company. Please be aware that we don't have a return address in the states. Packages must be returned to our warehouse back in China. My colleague suggested keeping the hoodie with a 10 % partial refund, since its low value would make it unprofitable to proceed with a return. I regret that you found this unfair, while it was well-intentioned. As for the sizes, these can be accurately be ordered by following our size chart. You will find this size chart of the hoodie directly under the photos.
We have sent you an email (ticket #24957257) 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
Too bad I have to give one star. DO NOT ORDER FROM THIS SCAM COMPANY! The product is garbage, arrived too late for my event, though I wouldn't have worn it anyway. Super cheap fabric and so wrinkled it is unrecognizable to the picture on their site. Requested a refund in the 7 day "return for any reason" window and then learned that I would have to pay return shipping to China, though the package arrived from a US address. In their customer service email reply they tell you that they've found the return shipping to China to cost almost as much as the product and can take months, so instead did I want a 10% refund or a 20% credit to spend at their store? Then when I replied (the same day) to that message, I was past the 7-day window once I got their next reply, so now nothing. What a SCAM! Skip ordering from this company. Terrible.
Hi Julie,
Thanks for leaving a comment. Please accept our apologies for having faced this very unhappy shopping experience.
I've checked through previous correspondence and am afraid there could have been a major misunderstanding. You made a return request, and only complained that the dress was delivered too late for the event. We very regret this, but considering that this order reached you within promised schedule, you would have been responsible for return postage. This order was made on the 22nd of November, and parcel delivered 11 days later on the 3rd of December. Also allow me to point out that in none of your messages you've mentioned that there was an issue with the quality. Consequently, the offered 10% partial refund or 20% credit to keep the dress would be deemed as highly inappropriate. Please don't worry, we stand behind our products and will immediately fully refund you, the dress doesn't need to be returned. Finally, we don't have an address in the US, the address you saw on the shipping label is of the USPS depot, with whom we don't cooperate.
We invite you to check your mailbox (ticket #24908164) 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
Purchased a jacket, what they send me loos that's been washed and used before, have no tag. They robbed me …I will give them 0 stars! They only scam the people!
Hi Iris,
Thank you for reaching out to our customer service.
We apologize that the jacket wasn't satisfactory. We've made a report towards the supplier based on the comments in your review. We'll try to make a claim. Don't worry, we can justify a full refund, the product doesn't need to be returned.
We invite you to check your mailbox (ticket #24908140) 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 have tried contacting these folks through email and they are unconcerned and does not seem to show no interest in making sure you receive your order. They think it's a joke. Very poor and selfish customer service. I will report them and I certainly do everything to get my money back. To anyone who have or feel the way I do, do not let these folk take your money. Pursue this none creditable so call Lightintheboxwaus/Lightinthebox. Don't let them get by with keeping your money. Your bank should be able or an attorney should be able to go after them.
Good morning Lj,
Thank you for leaving a comment.
I regret reading your dissatisfaction facing this purchase. Customer satisfaction is our number #1 priority. I'm pleased to announce that your order has already arrived in the States, USPS should hand over your package any moment now!
Tracking website:
https://t.17track.net/en#nums=9405528206335478679973&fc=21051
In addition, I've found that you've contacted us on Tuesday. My colleague instantly replied you by providing more details concerning the parcel. Perhaps you didn't receive the email? Have you checked your mailbox thoroughly, including the spam folders? You can also find all correspondence by login in to our website.
We have sent you an email (ticket #24908104) 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
After buying the light for 1 day and checked back the price dropped significantly (from $208.13 to below $100 and the current price is now $151.03). When it finally arrived, the cover for the circuit board had already fallen off and the base doesn't fit US junction box. Because the shipping cost is so high ($61.49), it's just doesn't make sense to return. Hope they see this review and reach out to refund the over charged part.
Al ser una plataforma nueva en mi experiencia, surgió en mi incertidumbre de la formalidad y puntualidad que tendrían al realizar la compra. LightlnTheBox me a dejado con una gran satisfacción ya que la plataforma es practica y los tiempos marcados son respetados y siempre están al pendiente de los procesos por los cuales se van generando para la entrega. Mi producto llego en buen estado y justo con las características pedidas así que concluyo que LightInTheBox es una Plataforma confiable.
Bought a sweater from them, I am normally a medium, ordered a large to be safe.
Could not even zip the item up it was so tight.
After contacting them they told me that the cost to me for returning the product would probably exceed the value of the garment--OMG--Then they said that they would give me peanuts as a credit to be used on a future product
Please, please please-buy whatever your considering from someone else, even if it costs much more you will be better off
Follow up review 12/7/2021
******The company reached out a 2nd time and went out of their way to rectify the situation.
Have to say that I have gone from being pretty upset to being very impressed
They charge $24 for shipping and then you have to pay another $23 for duties on a $30 item. No refunds if you don't pay the duties. It's bull.
Hello Jason,
Thank you for leaving a comment on our page.
We truly apologize for the inconvenience. We'd like to refund 100% Tax Fee to you since you paid for the Insurance for Duty & Tax of this order. Please upload a picture of the invoice in the next reply. There is a fair chance that your package will be abandoned if you refuse to pay the custom duties. This would be considered as your responsibility.
We offer several shipping methods that will cater to customers with different needs. I've checked and you've chosen our 'expedited' shipping method'. This is our premium shipping method and thus more costly compared to the other shipping options we have on offer.
Please check your mailbox, we've send you an email (ticket #24908093) with further details.
Hoping to hear you soon,
LightInTheBox Customer Service Team
Already writtena review on another site not sure why this site is relatively positive. Item ordered 29 Nov, on checkout delivery stated 5 to 7 working days, customer service thought this was 6 to 9 working days (incidentally shipping is expensive). In any case, the item was still in processing 5 days later and not shipped. Contacted Customer Service which was responsive and fast. Processing estimates then slipped from 7 Dec to 9 Dec (this is still not shipped at this date). Could not guarantee delivery by 14 Dec. Checked ordering item again on 6 Dec and 6-9 working days is the headline time on the website. This situation seems, being generous to the company, a very inaccurate order to delivery timescale. I know it is leading up to Christmas but this is very poor and other firms in my experience do much better. If you are now ordering for Christmas good luck. Customer Service has arranged a refund but that was not, in the end, what I wanted. The company would have gained a zero score had it not been for good customer service. An update to my reviews is that customer service said they would cancel my order. After waiting a suitable period I did this myself.
Hi Lyndon,
Thanks for writing a comment.
I am very sorry that we couldn't have your order ready within promised deadlines. As you have mentioned in your review, the peak period of online sales is now full on. As a result, some suppliers are unable to cope with the increased demand. We regret this was the case for the ordered hoodie, and I can understand if this first experience with our store has left you with a negative feeling.
We have sent you an email (ticket #24908074) 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
My products came well packed and with efficiency. There was regular notifications for the tracking service. And fortunately I received what I ordered. Never being too sure about online shopping, especially with sizing, I'm happy to have guessed correctly. So LITB well played. I'll be ordering again soon.
Purchased several items for my sisters kids. All items purchased not sent together and forced to pay $40 in duty fees for 2 items? On top of 30+ dollars in shipping fees? Never again!
Hi Andrea,
Thanks for writing a review on our page.
I am sorry for all inconveniences caused and will try my best to help you with this. Upon verification I saw that the complete order was despatched in 1 single package. We'd like to refund 100% Tax Fee to you since you paid for the Insurance for Duty & Tax of this order.
We offer several shipping methods that will cater to customers with different needs. I've checked and you've chosen our 'expedited' shipping method'. This is our premium shipping method and thus more costly compared to the other shipping options we have on offer.
We have send you an email (ticket #24908060) to further help you with this.
We are looking forward for your reply,
LightInTheBox Customer Service Team
I purchased a jacket from LightIntheBox and it was grossly misrepresented - order #: *******. The materials were the lowest quality I have ever encountered, and the sizing was so inaccurate that I essentially felt ROBBED.
When I tried to return it or exchange it, the customer service rep "Abbey" played dumb, blamed ME, and left me hanging with no resolution or satisfaction.
LightIntheBox doesn't even deserve 1 star and is NOT LEGIT. I will NEVER order from them again.
Hi Marcus,
Thank you for reaching out to our customer service.
We apologize for the inconvenience. Upon checking previous correspondence, I am afraid there could have been a major misunderstanding. A return request was made, on the base that the jacket didn't fit. There was no mentioning that the quality was bad. Your return request was accepted, several propositions were made, but unfortunately we didn't hear you any more since then.
Don't worry, we understand that you still wish to proceed with a return, and I'm more than happy to guide you with the procedure. Once the parcel reached us, it will be subjected by the quality checks of our warehouse staff. If they can find any quality problems, then we will also be able to cover your return expenses in full.
Please check your mailbox, you will find an email (ticket #24908027) 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
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Donna B,
Thanks for reaching out to us.
I am sorry that you've faced an unpleasant experience with our store. We firmly believe returning an item should be easy and straightforward. I saw that the return instructions were in the meantime provided. Are there any parts that you request help with?
Upon checking previous correspondence, I am afraid there could have been a major misunderstanding. You've told that the jacket was too small, without mentioning that the quality was bad. Can you please tell us more details and if helpful provide us with photos? This will help us claim a refund of the return postage. However if the jacket is simply too small, then you can still proceed with a return for a refund. Please note, a problem related to size cannot be considered as a quality issue, cause each of our clothing is e sold on our website with a detailed measurement chart.
We have sent you an email (ticket #24967555) 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