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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 order 2 pair of pants for my Granddaughter on June 9th, As f today August 28th I have not received the items, I have contacted Lightinthebox and they keep saying their delivery company has tried to deliver but I live in a well known area in Cambridge it is not new area and only 10 minutes from the 401, I have come to the conclusion that the delivery company is lying, is very hard to get hold of any one who can be of help, so as a very unhappy customer I am posting this to all my friends and family asking them to repeat the this post
We ordered a mens shirt for my husband. At first the shirt looked lovely - nice print, very lightweight fabric. But the fit was tight on my thin, small husband. After three wearings, it developed tears in three spots on the bottom. Very disappointing. Clearly cheap material and very shoddy substandard work. However, we posted a negative review and were promptly contacted by Light in the Box customer service who issued a prompt refund. We appreciate their promptness in resolving this issue.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
I had conducted new Ticket ID =24304552 in our ticket center and had resolved your problem in a professional way. 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.
After an order was placed recenly a correction to my order it was made amicably and swuftly, thank you
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem.
It was found that your problem had been resolved yesterday (Aug 28th). But in order to meet your satisfaction, I also conducted new Ticket ID =24307639 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 to let us know whether you would like to accept it or not. Thank you for your cooperation.
Not received items yet and has been over 2 weeks, I paid extra for expedited shipping stated 7-10 days don't expect for at least 30-60 days or more! Was not aware it was shipping from China! Especially when stated 7-10 days to receive! When I tried to cancel order would not allow me to!
Dear Kevin,
We apologize for the inconvenience caused. We do really want to help. But it was found the order number "210822015644142" you provided was incomplete. Our correct order number should be like "210828220048678421", for example, includes 18 digits.
Could you please check it again and send us your correct Order Number, so we can invesitgate your case further. Thank you for your understanding and cooperation in advance.
I ordered an item on the 17 aug paid extra for fast delivery only to be waiting on it and my event is the next day
The tracking can't be useful and customer service is very poor noone to talk to on phone or give you the best explanation
This is Customer Service Supervisor from Lightinthebox. I regret to hear this order did not arrive at the time you expected it. But I am afraid that you misunderstood the shipping time of this order.
Please be advised the Total Delivery Time is consist of both "Processing Time" and "Shipping Time". Our products require a certain time for processing before shipment. We state the processing time on the product pages, which is 2-5 business days (4-7 calendar days) for your order. And the shipping method you picked for this order was "Economy Air", which usually takes 5-9 business days (7-13 calendar days) to ship. So your order was not delayed in processing phase or shipping phase. Hope you understand it.
But I do really want to help you. I had conducted new Ticket ID =24307271 in our ticket center and provide solutions 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.
This place has the wrong size charts. Nothing I bought fit. I left multiple messages and emails, questioning how to return/exchange my items and they never called me back. I did some research finally, on my own, and found out that in order to do a return, within their short window of seven days, you have to ship it back to China. This is ridiculous! Had I known this, I would have never purchased anything from them. I spent $150 on cycling clothes that I cannot even wear because it is so small. By the wayI took out a tape measure and measured myself to make darn sure that they would fit and I wouldn't have any problems. I think this company does this on purpose because they know that you are not going to pay shipping to China to return them. Well, I guess goodwill will be getting $150 of cycling clothes.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
I had conducted new Ticket ID =24292913 in our ticket center to follow up your case and help you investigating the case further. We will take full responsibility once we confirm the clothes were made incorrectly.
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.
UPDATE: Light in the Box reached out to me after my review posted. Their customer service rep was great and very helpful about rectifying my problem. I would not hesitate in ordering from them again!
I ordered an outfit for a wedding I'm officiating. I customized the fit to ensure it would be a perfect fit and has my measurements taken multiple times before ordering. I received the 3-piece outfit stuffed in a bag the size of a plastic grocery bag. Wrinkled doesn't begin to describe it. Plus (here's the important part) the pants are too big, the top is too small, and the outer jacket-like piece is snug.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
I would like to help. I had conducted new Ticket ID =24287545 in our ticket center to follow up your case and help you further check what caused the problem. Please log in your light in the box account--go " personal center"--"my ticket" to check our reply. Then I will provide solutions accordingly.
Please keep in touching with us by replying the ticket as all the information will be recorded in system. Thank you for your cooperation.
They didn't believe the photos I sent showing how small these skirts were. Placed there child's size skirt next to my size 10 skirt and yes it was way obvious. However they Said I needed to get out a ruler and photographic the items again before they would consider an exchange or refund. Guess proof and costumer word wasn't enough, If you don't accept returns just say so up front. They were making it so hard to take anything back. I gave up. And yes return shipping I was on my bill. So I spent 70$ on cloths a 4th grader might fit into. Run Away
Dear Veronica,
We apologize for the problem. Could you please provide us with your Order Number, so we can further check your problem? We will help you resolve the problem with our our greatest effort.
Thank you for your understanding and cooperation in advance.
There is much discussion on the website about returns which makes it look like you can return items, you just have to follow their directions. However, when i requested to return some things i was told that the return shipping (to china) WOULD COST MORE THAN THE COST OF THE ITEMS I WANTED TO RETURN SO THEY SUGGESTED I JUST GIVE THEM AWAY. Of course they knew ahead of time this would be the case for anything ordered from the USA. They should note this on the website so customers could see it before ordering. Many emails later they are still refusing to refund unless i pay the large shipping costs for the return. This is from their email to me: "Instead of a return, may we suggest that you keep the item, to give it to a friend/family member or resell it at your local second-hand marketplace?"
User's recommendation: don't buy anything from this chinese company unless you are ok with not being able to return. CASE: TID ******* of Order *******
Lightinthebox has offered a full refund and has permitted me to not ship the items back thanks to this review on sitejabber so i am
CHANGING THE RATING TO 4 STARS. In addition they have said they would review their internal policies re: returns to make the situation more clear to the customer on the front end.
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 =24269651 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 and let us know whether you will accept it or not. Thank you for your cooperation.
I bought a pair of shorts from them and the size and appearance was totally misrepresented. I have been trying to return the item, though their website makes it impossible to do so. It just keeps rerouting me in circles, with no resolve. I had an online chat with two individuals who said they would generate a return ticket and to check my account in 24 hours. Nothing happened with either one! This company is selling sub par Chinese merchandise and is a total rip off. I am contesting the payment with my credit card company, DO NOT DEALL with these people.
Dear Michael,
We apologize for the inconvenience caused. We do really want to help you, but please be noted the order number "2006031337714423" was incorrect. This order was placed in last June, over a year ago. Could you please double check it and provide us with the correct order number, which you placed recently?
We will then further invesigate your case and help you resolve the problem with our greatest effort. Thank you for your understanding and cooperation in advance.
1 bought 3 items, shoes, moisture-wicking pants "on sale", and shirt "on sale".
Took a month to ship out.
Pants were ordinary, cheap material, not as described.
Shoes were uncomfortable and soul split from rest of shoe within 48 hrs. Company offered 30% rebate on shoes, which was in store credit.
Complete waste of money
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for what happened and all the inconveniences caused.
In order to help you, I had conducted new Ticket ID =24269616 in our ticket center and provide NEW 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.
Ordered a dress via an Instagram pop up advert. Dress arrived and very different to website picture - pattern/colours different, material cheap (silky on website picture), poor fit. Very disappointed! Followed returns instructions, told that I need to return the dress via tracked postage to China! Postage would cost £16 from UK! Original package was sent from the UK, so unsure why returns have to be sent to China! Awful! Do not use.
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem.
Please be advised that we are unable to set up a return warehouse in UK now. Your order was shipped out from UK. The UK address you saw on the original shipping label is for the transit depot of the shipping company, not our warehouse. We state in our return policy that all the products need to be returned to our warehouse in China. We appreciate your understanding in advance.
But in order to help you, I had conducted new Ticket ID =24269556 in our ticket center and provide a new Special solution 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 whether you would like to accept it or not. Thank you for your cooperation.
They were amazingly kind and were very prompt with helping me with everything I was struggling with! I'd hope every service is as amazing as they were!
Light in the box will not accept a return on a dress I ordered for £100, its cheaply made and does not fit at all, it's also far too long, you would need to be 6ft!, they have stated that it's because its a customised dress when all I did was pick the size and changed/ altered nothing about the dress. I am convinced they have stated this purely so they do not have to refund me, its an absolute rip off, they are scammers, I'm surprised they are still in business, don't make the mistake I made and stay away at all costs
I ordered from LitB at 15/6/21.
Today, 18/8/21 I still don't have my order delivered.
They refuse to refund me for the broken deal(I never agreed to wait so much time).
They don't tell me when I'll have the order, the season is passing so I will not use the clothes.
They tell me to contact the post office, it's really not my job since I don't have an agreement with the post office.
The worst experience ever.
I'll definitely NOT buy from them again.
Hope don't loose my money like a friend of mine had.
This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for the shipping delay and all the inconveniences caused.
I had conducted new Ticket ID =24252343 in our ticket center and provide a NEW 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.
I ordered 7 shirts that didn't fit based on the size guide provided. I reached out to their customer service team and it was resolved in a few days.
This is Customer Service Supervisor from Lightinthebox. I regret to hear about your problem.
I truly value you as our customer and do really want to help you. I had conducted new Ticket ID =24246409 in our ticket center and provide new Better solutions for you 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.
Selecting "My Orders" list the exact items that you have previously ordered. But they insisted that I ordered a completely different dress and color. Then they make unreasonable offers like keep the item or pay return shipping or a 74% less credit reward to use on a future item. Then no return at all after 7 days. My guess is having sold over 500 of the item I ordered and 200 of the other, they were out of stock and substituted with another. They sent me blue... an entirely different dress.
This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
I've double checked and find below is your order information:
【Women's Shift Dress Maxi long Dress Photo Color Black Short Sleeve Butterfly Animal Pocket Print Spring Summer Round Neck Casual Holiday [Color: Photo Color]】
You may see that you picked color "Photo Color", which corresponds to color "Blue". So the dress you received was correct. We are afraid that you might pick the wrong color option by accident.
But I do really want to help you. I had conducted new Ticket ID =24246329 in our ticket center and provide NEW 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.
I am pleased with the experience, all the products were as described.
The only suggestions I think about that could improve that would be a combined shipping cost.
In any case, thank you the Lighting In The Box!
The best part with Lightinbox page is that you find stuffs for all ages, gender and for all interests. Also good that you can change language and you can track your order. Its very cheap and fast. Only problem is postoffice delivery in my homecountry. I will order more stuffs from the page
This company sells very cheaply made items at very expensive prices. They will either not let you post a bad review, or if you can get a bad review past them, they do not include the low review rating against the product. I am currently one of two reviews on a product. The product page shows "Reviews (1)". And the star rating I left, one star, did not bring the five star rating down from five stars to two/three but remained at five. This company is purposely dishonest and should not be able to do business.
Dear MoMo,
We sincerely apologize for the inconvenience caused. But we'd like to help you resolving the problem. Could you please advise us more details about your problem with the product? Our supervisor will further investigate your case and help you resolve the problem with our greatest efforts.
Thank you for your understanding and cooperation in advance.
Could be nice for a special occasion or wedding. Lots of colors to choose from. Received in about 2-3 weeks.
This is Customer Service Supervisor from Lightinthebox. I will follow up your case.
We regret to hear both dresses did not meet your expectation. But please be advised that your dresses are Made-To-Measure items. It means that we did not have any dress in stock. After you placed this order, we asked the suppliers to tailor 2 NEW dresses for you specially. We clearly state this information on the product pages. We are really sorry that you did not notice it before.
From your previous message, we are unable to confirm if our dresses have any quality issue. Based on our policy, we are unable to accept return for any non-quality Made-To-Measure items. You can check the return policy statement in following link.
https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0
But I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =24232274 in our ticket center and provide new Special solutions 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.
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- 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
Dear Elizabeth,
We regret to hear about your problem. We will ask our logistics department to further investigate this case with the shipping company.
But please be noted that we had issued FULL refund of your order in amount of CAD 53.83 for you on August 7th, since we found the package was not delivered for a long time. So you did not get any loss from this purchase.
The refund was returned to your original Card by which you paid for this order. Please kindly check it in your account.
Thank you for your understanding and cooperation in advance.
Sincerely,
LightInTheBox Customer Service