On Sitejabber, 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
I found a product that is a set of 2 items - a Rockbros handlebar bag and a small front bag for a bike. The product set is available on Amazon for $78, or the handlebar bag only for $65.
LightInTheBox's product description lets you select the bags set in one of three colors: Dark Grey, Black or Black and White. Dark Grey was on sale - or so I thought, so I decided to buy for $45 plus $20 shipping (bought 2 sets) as it was cheaper than getting it next day for $78 from Amazon. Big mistake, I should have trusted this company's reviews!
To my surprise, I received a set of 2 small front bags. Doing the numbers based on Amazon's prices, the small front bag is worth $13 ($78 - $65), and LightInTheBox charged me $45 each!
I submitted a request for a refund as I was frustrated due to LightInTheBox' misleading product descriptions. Selling a product that is worth $13 in the US for $45 plus shipping from China is plain dishonest, even more so with misleading product descriptions.
I requested that they either give me a full refund, shipping charges included or that they send me the missing item (handlebar bag) I thought I was purchasing based on their product description.
UPDATE 1: Customer Service offered $40 in rewards store credit, and manually added info to a screenshot of the product description, which to date is still misleading.
UPDATE 2: Customer Service manager contacted me after seeing this review. They offered much better solutions, either to ship the missing bag at no cost or a full refund. Based on that much better customer service interaction, I changed my rating.
It s been 2 years of my order and never given a solution... DON T BUY. Robot messages all the time...
Hi Panagiotis,
Thank you for having written a review of our store.
I am sorry for the troubles you've experienced and will try my best helping you resolve this.
It appears that your package couldn't be delivered due to an issue with the address. We like to let you know we find this situation very regrettable, but please be aware that the address is an essential part of the delivery process. The smallest mistake could lead to the parcels not being delivered. As mentioned you would have heard us again once the package arrived back at our warehouse. It is very unfortunate that after all this time your package didn't arrive back, and it was likely abandoned by the carrier. In this situation, we will not be able to process a refund, as the delivery failed due to an address error. We suggested resending the order, but would expect you to repay the shipping fees a second time. I am sorry that you didn't accept this, keep in mind it was offered as a commercial gesture, given we won't see the goods back. Also, I like to mention the first reply we've sent in your tickets was made by a robot, however each time it was followed up by 1 of our agents.
We have sent you an email (ticket #24424271) 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 had ordered to non custom dresses off their site and canceled my order right away due to Covid. My items were not sent, not custom and request was made immediately. Despite their 7-day any reason posted return policy they have still not sent me all my money! They say I ordered custom, I did not! How you customize something if I haven't provided measurements or input? They say I'll get refunded and I haven't. I have written our US BBB, and will continue to post reviews until I get my money credited back! See my photos. Do not shop from this vendor! Buyer beware!
I purchased a cocktail dress from them and consulted their measurements guide carefully before selecting the correct size. The dress sent does not fit and they are refusing to issue a refund to me as the item is Made To Measure. If the dress was created in the size that I selected it would have fit me, but it is clearly incorrectly sized. They have offered me 10% of the cost of the item and suggested that I give it away to a friend! Beware from this rip off company - they will steal your money from you.
Samira from LightintheBox undertook a review of my case and provided me with a refund. She was very courteous and helpful. I would have preferred not to have had to escalate this issue, but when I did she treated me with respect as a customer.
Good morning Fiona Smith,
This is customer service from lightinthebox, we would like to help.
Please accept my sincerest apologies, as this is certainly not the level of service we would provide to our customer. If the dress measurements doesn't correspond to the size guide, we would take fully responsible and arrange return for you.
I had conducted new Ticket ID 24414171 = in our ticket center and provide a new 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
I ordered dresses from here. Read and reread return policy. It clearly states a 7-day any reason return. My order hadn't shipped, they only took my money. I requested the order be cancelled and they told me I only would get half my money back! Mind you, I just literally placed the order. Had to cancel my order due to Covid and event being canceled do not u def any circumstances order from here. Dry questionable business practices.
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem. But I am afraid that you misunderstood our policies.
Please be noted both of your dresses are Made-To-Measure items. We have the following description on the product pages:
【This is a Made-To-Measure item, which is produced one by one. All sizes and color choices, including all custom measurements, require additional tailoring time.】
The "7-day any reason return" is for returnable items. But your Made-To-Measure dresses belong to "Non-Returnable Items". You may see that we are unable to accept return for non-quality Made-To-Measure items, from the next few lines in your picture.
Company policy states that all Made-To-Measure dress orders that are cancelled between 24 hours of purchase, 50% of the dress price will be charged as a handling fee. The reasoning behind this policy is that all dresses ordered from us are made from scratch and each dress is specially requested to tailors to make. Please refer to the link below for the further information on our cancellation policy：
https://www.lightinthebox.com/nh/Cancellation-Policy.html
However, I truly value you as a new customer to us and you might not be familiar with our policy. I had conducted new Ticket ID =24414860 in our ticket center and provide a Special 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.
Bought a pair of earbuds that didn't work. They never helped me with an exchange or refund. They offered me to keep them and a $1.50 credit. I tried everything but got no help. NEVER AGAIN. I sent 3 videos
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
I had conducted new Ticket ID =24414772 in our ticket center and provide a proper solution for you to fix up the problem. 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.
The dress I ordered is beautifully designed and arrived within a reasonable time. Unfortunately, their sizes are horrible! I triple checked my measurements and ordered the size I need but the dress is 2 sizes too small, although the tag on the dress is the size I ordered.
I NEVER RECEIVED THE ITEMS THAT I ORDERED AFTER WAITING FOR 3 WEEKS. INSTEAD OF EITHER NOTIFYING ME THAT THEY DIDN'T HAVE THE ITEMS AND WOULD REFUND ME MY PURCHASE, THEY SENT ME A LOW QUALITY ORANGE RUFFLED DRESS, NOT EVEN CLOSE TO SOMETHING THAT I WOULD PURCHASE. THEY DIDN'T EVEN INCLUDE A RECEIPT, WHICH MAKES IT DIFFICULT TO COMMUNICATE WITH THEM. DUE TO THESE PROBLEMS I WILL NOT BE USING THIS COMPANY AGAIN.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
I had conducted new Ticket ID =24399916 in our ticket center to follow up your case and will help you investigate what caused the problem. We will take full responsibility once we confirm the product was wrongly shipped.
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.
Customer service finally
Assisted with my refund. I appreciate that.
The dress is very lovely.
However, i had to change my review to 4 or 5 to get my refund.
Original review:
2021-09-14 22:18 REPLY
I needed a dress for my daughter's wedding. I ordered according to their sized chart the dress should have been a size 24, but received by measurements on the dress a size 16.
I have been emailing back-and-forth and gotten nothing but hassle hassle and no return address. As well, once I receive an authorization I will have to return the dress to China! The address label says New York on the package.
It is a beautiful dress. So sad I can't wear it.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
We'd like to help you return the dress back. Please be noted the "New York" address printed on the original shipping label was not for our warehouse, but for the transit depot of the shipping company. We are unable to set up a return warehouse in US due to the coronavirus problem. So currently all the orders need to be returned to our warehouse in China. We appreciate your understanding in advance.
But I do really want to help you. I had conducted new Ticket ID =24392400 in our ticket center and provide NEW solutions for your case. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and let us know your decision. Thank you for your cooperation.
BUYERS BEWARE! BUYERS BEWARE!
THIS COMPANY IS A SCAM! They say they do returns if needed BUT THEY DONT!
SCAM SCAM SCAM
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused. I
I had conducted new Ticket ID =24392130 in our ticket center and provide a new Special 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 bought a mechanical keyboard for 30 euros. For this low price the product is very good. I like the keyboard and used it for a half year already and its still good.
I have jumped every hurdle they require for return... measure product with tape measure (pointless), take picture, fill out return ticket. Customer Service is a joke! I will NEVER purchase from these CROOKS AGAIN!
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
We are afraid that you misunderstood us. Please be noted that we requested some pictures just to verify what caused the problems. Please understand that we will provide you with solutions after we confirm what caused the problems. We appreciate your understanding in advance.
In order to help you, I had conducted new Ticket ID =24379447 in our ticket center and provide solutions for your consideration. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and let us know your decision. Thank you for your cooperation.
The material of the Mother of the Bride dress I ordered looks nothing like the picture, $179.00 wasted!
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem.
In order to help you, I had conducted new Ticket ID =24377201 in our ticket center and will help you investigating the case further. 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 am satisfied with the experience with Lightinthebox. They have good customer service and are always happy to assist with any issue. Their feedback lead time is about 24 hours. And they are good at proposing solution. I would give 5 stars to Lightinthebox if all the products had high quality but some suppliers did not provide good quality material.
I order a dress for my daughters wedding. When I order the product it said 4-7 business days, I received the dress 3-4 weeks later. I kept tracking my order with the tracking number I was provided and it kept saying tracking number not available. Once the dress came in, I couldnt even pulled it over my shoulders nor could it go over my knees the oppposite way. I order this dress in the size that I always wear. I tried to exchange the dress for a bigger size and I was told custom made measurements doesnt allowed you to return or exchange. This dress wasnt custom made with my measurements, it was a simple choose your size dress. After I complain through email I was told to measure the dress myself and send photos of me doing so. I'm not a seamstress, I do not sew, so what was the reason for this idk. The dress cost me $178 and I cant return or exchange it. The way it feels and the stitching seems to me like the person that made the dress messed up on the sewing. I will never ever order anything from this site again. I'm warning people to not run when you see this ad or website. This by far has been the worst experience ever in my life with shopping online.
Hi Kendra,
Thank you for leaving a comment.
I am sorry to read the dress was too small and for the very unpleasant shopping experience. I will try my best to help you resolve this.
The sizing of our clothing might run small when compared to your habitual North American size. To avoid sizing problems, all the products are indicated on the website with their exact measurements in both inches and centimetres. This dress is a made-to-order product, despite having chosen 1 of the available sizes it wasn't in stock. This also explains the large gap of 11 days, between the date of payment and the date when the parcel left the warehouse. To be able to accept the dress back, photos showing the wrong measurements with measuring tape or stitching problems would have allowed us to make a case. You will also find we advertised the dress an additional tailoring time on the website, directly under the 'add-to-cart' button.
----------------------
This can be verified in your order details, or from the link below:
https://www.lightinthebox.com/en/p/sheath-column-jewel-neck-floor-length-chiffon-lace-mother-of-the-bride-dress-with-appliques-lace-by-lan-ting-express_p7604666.html
Tailoring & Handling Time: 7-10 business days
Shipping Time: EconomyExpress 5-9 business days
For reference, I will also copy the tracking link of your parcel below:
https://t.17track.net/en#nums=9405528206335450009859&fc=21051
----------------------
We have sent you an email (ticket #24371631) 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
De maat was verkeerd, dus terugsturen maar kost geld, alles verliep goed en het geruilde produkt werd mooi bezorgd
Bought a SIDEBIKE bike shoes at LIGHT IN THE BOX. I waited more than 3 weeks to get from Customs. DHL never contacted me to clear the goods. Light in the Box either.
I paid about the 80% more in taxes to clear the goods.
Once I received, the bike shoes were used ONLY for 45 minutes. COMPLETELY DESTROYED. VERY BAD QUALITY.
Got contact with LIGHT IN THE BOX. Their reply: "Le reembolsaremos USD 21." Will reimburse 21 USD!. The total cost I paid for these shoes were 69.99 USD (price of shoes) +74.91 USD (Cost of transport billed by LIGHT IN THE BOX) + 120 USD (customs clearance) = 264.91 USD!
I'm really upset with the way to proceed from LIGHT IN THE BOX. Things happen, sure... but the way to fix this issue is to replace without cost the defective goods, because this was my contract with them. I bought shoes and I'm claiming for the offered shoes in good condition, not 21 USD.
Never ever will recommend to buy in LIGHT IN THE BOX and SIDEBIKE.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
But I am afraid that you misunderstood us. We did really want to help you replace the shoes. But we need your kind cooperation to return the shoes back to us firstly, at our expense. The reason is that we need to use the unqualified product to seek compensation from the supplier for you. Based on our policy, usually we are unable to arrange a replacement or full refund if you don't like to return the product. We appreciate your understanding in advance.
However, I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =24377157 in our ticket center and provide a Special solution for your consideration. 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.
La taille 43 est un peu plus petite que la taille 43 EU ou France.
Buenos días
Muy satisfecho por el trato recibido y pasado el pequeño desajuste de mensajería, en todo momento ustedes han actuado cordialmente, verificando en todo momento, donde se encontrada el paquete, lo sucedido en mensajería, solucionando el problema para que no vuelva a suceder a otro cliente.
Muchas gracias por su colaboración en todo momento.
Un saludo
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber 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 sincerely apologize for the inconvenience caused by the mislead information.
Please let me make a clarification. If you choose color "Dark Grey", only a Small Bag will be shipped. And if you choose color "Black+White", a Big Bag will be shipped. If you want to receive both the small bag and the big bag, you need to choose color "Black". You may also tell the difference from their difference prices. We appreciate your understanding in advance.
I had conducted new Ticket ID =24428843 in our ticket center and provide solutions for you to resolve the problem. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply and tell us your decision. Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.