Light In The Box
Reviews and Complaints

I had ordered 2 3-in-1 jackets. One for myself (normally a medium) and 1 for my mother (normally a large).

The jackets I ordered were a large for myself and an extra large for my mother. I ordered a size larger just in case. When they arrived, they were so small that the extra large was way too small for me.

The company used DHL Express to deliver it to me but emailed me that i could not use DHL Express, Fedex or any other cheaper express means of shipping. I had to use regular postal service.

First of all, it cost me $135.60CAD to ship to China and it could take up to 3 months.

When I emailed a copy of the receipt and the tracking number, I was informed that I would have to in a sense EAT my $135.60.

First of all, I went to Light in the Box Canada website and it is not written that the items were coming from China. The price tags are in US dollars.

DO NOT ORDER FROM THESE CROOKS!

I ordered a Mermaid Trumpet dress from Lightinthe box web site on November 12, 2021 and received on December 2, 2021 USA date which would be December 3, 2021 overseas. Order number [protected]. Order total, US $186.16 dollars. LITB Customer Service ticket # [protected].

The company Size Chart for the dress measurements displayed on the web site was incorrect which was used to order the dress. The dress ordered was not custom made as indicated by Min, Customer Service Executive, per email received on Saturday, December 4. I had mentioned in my email to Customer Service that there is an extra charge if the dress was customer made as noted on the web site for $20.99, which did not apply to my order. I emphasized that the measurements used where according to the Size Guide posted on the Lighinthe box web site. The dress does not meet my expectations. I wanted a refund for the dress purchase.
I also mentioned that according to the Lightinthe box Return Policy, there is a, "7 day No Reason Return, " Section.
The product is brand new which I had just received in the postage on December 2, 2021 USA time. On December 3, 2021, I sent an email to Lighinthe box web site to Customer Service requesting a refund along with a photo of the dress which was required to proceed, after submitting the information, to receive a refund ticket from Customer Service. I received an automatic email response on December 3, 2021, from Lightinthe box website that Customer Service would respond to my ticket within 1 working day.
On December 4, 2021, I sent another email to Mia, Customer Service Executive and received the response, "Kindly note that whether you choose the standard size OR customized size, they are still considered as Made-To-Measure on our website." "As an appreciation for your support for your support in shopping with us, may we offer you a REWARD of 10% of your item's value of ($15.75)? … For your non-refundable item, you may consider giving away to a friend/family member if you do not wish to keep the item."
Lighinthe box Return Policy states false claims for return refunds.

My name is Ncomokuhle Khumalo from South Afria
Kwazulu Natal in Nongoma. I place two order to your company on 20 November 2021 and made a payment for these two orders the problem is I didnt receive any emails or messages with the ORDER number.The amount of my first order was R1709.50 And the second order was R2028.81.

Thank you

I ordered a $40 dress from this company. I ordered it on November 5, 2021.
This is my information through the company:
Ticket ID: [protected]
Order Number: [protected]
The item finally arrived around three weeks later. It was horribly made and the size was extremely wrong. I tried to give the item back but because it costs more to mail the item back, they will not accept refunds. Furthermore, they won't even refund me and said they could only give me $8 in store credit. Of course it would be ridiculous to give them any more of my money. A very dishonest company!

I have ordered one shirt and it has been 2 months, still the shipment not delivered to me and still they didn't do the refund also, bad customer service and shipping.

I ordered a sofa cover in the lightinthebox.com with DHL expediate shipment. The order was sent and received on time. However, I was so disappointed when I opened the package and saw there is a big hole damage in the product. It is so damaged and should never pass the quality control. So I log in the system and tried to contact the customer service and request the return-refund. After many times trials, the system never created a return ticket. I looked through the whole website and tried to find the customer service email or phone number to contact without success. So disappointed and never to buy from this website again.

I have paid for 2 bicycle bags and paid €75 for delivery to my home address in the Republic of Ireland. Money has been taken from my account. I have no Oder number but the bag reference number on the website is 6946776. Can you confirm you will be sending this item to
Mr M Donnelly, Kinard, Legan, Co. Longford, N39 W201 EIRE.

My email address is [protected]@icloud.com

If no response is received within the next two working days I will cancel this order.

I ordered dresses from light in the box and when they arrived
they were
"Faulty items damaged/broken, or soiled upon arrival"

I completed a ticket to receive a Product return form
and they will not process this and have completed the ticket. "as resolved"
I have complained to a supervisor
This issue is not resolved when all I want is a returns form and my refund for the dresses

I truly don't think that they stitch the correct size labels to any clothing. They probably have some underpaid person who does not know what they are doing.
******* this is the most crooked company that i've ever dealt with.*******
they ship from their us warehouse but i had to return the sizes that were wrong, to china. It cost me 150% more than the cost of goods to ship to china. That was 3 months ago, still don't have my refund.

I was set an order in June and I wasn't satisfied so I got in touch they said I could send them back I could have €5 and another item I didn't want another one so I sent it back cos me £19 so I was out of pocket again I must have sent about 15 emails but they have not refunded me any money back. The items was a dress and a jumpsuit So I am owed about £60.

Received my order On 0CT 26 and ordered 3 of same dress for colors dress did not like. Trying to get returned in 10 days, none of addresses work need a ticket. acknowledged receipt but not computer savvy do not know how to upload all this for a $400 dollar return and they make it so difficult and all i want is a return address. A ll i want is a return address before 10 days and they make it more difficult

After receiving my items from light in the box I wanted to return my items I ordered both in size large one was too small and the other was 3 sizes too big even though the sizing on both products were the same also the colour was not the same as the one on line the on line was a bluish green the one I received was mite grassy green after requesting to return the products I was offered a 30% refund if I keep the items but if I want to return them for a full refund I would have to send them to the warehouse in China and that would cost me more money . I noticed on my parcel the address was uk adress in Birmingham and want to know why I cannot return it to that address I have tried to send email and phone and send a message to customer service but received no reply I will enclose photos of my products and would like to resolve this as soon as possible

I purchased a jacket on 15th September, and when I received it it was not the same colour as the picture and was very small.
I started a return and they came back to me to offer me a discount of 10 % if I kept the item and did not return it. As it cost me £80, and did not fit at all I refused this offer.
They then came back to me to say I could then have 30% off the cost if I kept it. I refused again. They then came back with return details to return to China. They made out this would take 30 days and there would be no refund until the item was received in excellent condition. They also said that customs may not clear the item .
I am really upset it was a lot of money to pay and now looks like I may lose the £80 with no jacket to show for it. How can they do this? The package came from a Birmingham address, not from [protected]@ Have I been scammed? Are you able to advise me please?
Kind Regards
Lynn Outhwaite
Lynn.[protected]@yahoo.co.uk
[protected]

My name is Tracey Burns, I bought an item online on the 30th of September, my order number is [protected], when I viewed my receipt I noticed the company had left off half of my address, I've been trying to contact you to make sure that you have the right address., Otherwise my parcel won't get to me, my home address is 20 Hugh Street, Ashley, New South Wales, 2400, Australia. Please message me back on my email address [protected]@gmail.com to confirm that you infact have the right postal address . Many thanks kind regards Tracey Burns.

Bought a dog collar for $32 put in on my dog within 2 days falling apart rhinestones falling off collar is really poor quality
Light in the box refused to look at the bad quality said once product is opened no refund how do you know if product is ok until you use it? They just wouldn't look at my complaint

I bought a mother of the groom outfit but did not read the fine print.

The item arrived too late and doesn't fit and they will not accept returns. I was under the mistaken impression that the words "made to order" meant custom sizing.

I now have £175.00 worth of outfit that I cannot return.

Dreadful site.

Michelle Vout

Dear light in the box complaints
Re Order no [protected]

Details:This is a ongoing complaint, and has going on for months through various ticket numbers, but still not resolved or a proper /non automated response from light in the box . I am £60. 24 down financially. Still no good received. The items included a handbag for my wedding.

My tracking shows the order came into UK on 25th of July. I've spoke to royal mail and they say it came into Heathrow and cant track it further. Still not received. Ild like to claim it as a refund please. They say I have to email you - the seller.

Please advise. Details below. You have acknowledged this transaction before, but no response.

Thank you
J brown

Re:
1.Order Number, shipping address: 22 king Street, inverkeithing, KY11 1NB .Fife .Scotland .GB .UK transaction number 029357733HK, paid amount and paid date.
2.Paid by PayPal3. paid through PayPal the amount 196.87, and you refunded me £136.63 to my paypal on the 5th of July for the wedding dress which mustn't have been available I'm not sure .
Refund ID 8VA909559U826114S
This leaves £60.24 for which I bought a handbag, photo attached and other items . I've never received these . Please refund.
Despite trying I've not been able to access the original light in box account as changed phones as my other broke, and also can't login via Facebook as it's jammed .
These are for my wedding in early October, and I'm stressed regarding this . I'm £60 out of pocket also.
Please advise
Jmbrown

Dear Jayne

Thank you for contacting us.

I'm really sorry an item of International mail you're expecting hasn't been delivered yet and can fully understand your concerns.

I've checked our tracking system and can confirm your item arrived in the UK on 25/07/2021 . We'd have expected it to have been delivered shortly afterwards.

Although your item has a reference number, it isn't tracked or treated separately and is only tracked once delivery has been attempted. This means further tracking details only show on our website when delivery is attempted. I'm really sorry, there's no further information on your item at the moment and I can't say why it hasn't been delivered.

Any international items that are lost are dealt with differently to items that are sent nationally, even if the item can be tracked as entering the UK. We have a Universal Postal Agreement with all our international partners. This means all enquiries and claims relating to international mail must be started by the senders, in the country of origin. More information on this agreement can be found at www.upu.int

With this in mind I'd advise you to contact the senders and ask them to provide their own postal operator with the posting details. The postal operator in their country will liaise with us to investigate the loss. They'll also respond to the senders directly as soon as their enquiries are complete.

I'm sorry you've had to contact us and hope you find this information useful. If you still need help, please visit our Help and Support Centre at www.royalmail.com/help.

Regards

Deborah McManus
Royal Mail

Good moring I had wanted to return items falling in the 7 day return policy period. But the cost to ship them back and the time it would take was not fesable.

I was offered a minimal refund, not very happy beiing a first time customer and having spent over $400, on my first furchase.

Cris a manager was handeling my file and complaint.

Please look in this matter and give me the full refund applies for.

Have a look at the history of my order and return

Thank you.

Rajinder Chhina

[protected]@hotmail.com

I have returned items worth £50 costing me a further £12 to post back to them following the instructions. It's been over a month and I haven't heard anything from them yet. I have emailed them confirming the items were sent along with pictures of the stamped item at the post office, with the proof of posting receipt. This is really a shambolic way to treat customers who are supporting and spending with them.

I ordered a wedding dress from this company thinking that it was going to present like the picture back July. My measurements were accurately given to customize this dress. The dress came shoved in a used plastic back - wrinkled and the straps that were to hold this dress up was ribbon which you would use to wrap a present. Very upsetting. The quality of this dress was terrible and not wearable unless you want to walk down the aisle as your dress falls down. The dress was ordered on 8/3/21.
The dress was ordered from this website for a reasonable alternative to buying bridal salon dress spending money that I did not have. This dress cannot be worn

Here is the conversation with their customer service:
ubject: Return or Exchange
Issue details:
Product has quality issues
Additional Information:
I feel this dressed was very cheaply made and defective - very unhappy with this purchase
the dress was taken out of the package and tried on
Contact Information:
pamela geiger
PAMELA. [protected]@SELECTIVE.com
+1-[protected]
IMG_1566. jpg
August 19, 2021 03:19 PMFrom: Customer service
Dear Customer,

Thank you for shopping with us. We have received your return request and apologize for the inconvenience you have experienced with our product.
We at LightInTheBox are always trying to find new and improved ways to provide you with an exceptional customer experience and we want to help make this right.

To find out what caused the problem and avoid the same problem happening again, it's greatly appreciated if you could provide us photos to show the problem so that we can contact our related department for further improvement. Please also take a picture of the product number.

It would be appreciated you would send the pictures as an attachment to this ticket.

We thank you for your kind cooperation in advance and look forward to hearing from you soon. Please reply within the warranty period or we will be unable to accept the return.

Best Regards,
Alex
Customer Service
www.lightinthebox.com
August 22, 2021 09:20 AMFrom: pamela geiger
I am sorry but I did send you a picture of the dress. I took it out of the package and to a picture. The material was very cheap and it was very wrinkled. The straps were like wrapping paper ribbon and would not stay on. Extremely disappointed.
August 23, 2021 10:15 AMFrom: pamela geiger
You had asked me for a picture of the product number. Please tell me where that can be located? I did not see a number on the tags or package?
Do you have the return shipping address?
IMG_1579. jpg dress tag. jpg
IMG_1578. jpg dress shipping. jpg
August 23, 2021 01:07 PMFrom: Customer service
Dear customer,

We are sorry but according to your photo need to be ironed

The dress you bought is Made-To-Order. For this type of product, we do not accept returns. Made-To-Order items are tailored according to the customer's order, so the items cannot be returned and sold again. On our website the Made-To-Order logo appears on the product page, right under Add to Cart button:

http://prntscr.com/xo7r7r

Please kindly note that both standard size and customized size dress are all made to order a product which means we tailor the dress from scratch once your payment is confirmed. It is also stated on the item's webpage:
(*) For made-to-order items, tailoring time of a standard size dress is the same as a custom measured dress. So even though you ordered a standard size, we still tailored it strictly per our size chart.

Please consult our return policy through the following link.
https://www.lightinthebox.com/nh/Return-Policy. html? prm=1.3.87.0

Thank you for your understanding in this matter.

Sincerely
Alex
LightInTheBox Customer Service