Light In The Box
Reviews and Complaints

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

I ordered a jacket from Light in the box, it arrived on the 18 th Of August, when I opened the package on the 20 th of August, I noticed that it had a button missing and the other buttons weren't what I would consider secure, there were other items in the delivery, they are all in great condition, I contacted the company immediately stated that I wished to return it, seeking a refund and was offered $18 in rewards in compensation, which I declined and again indicated that the product was defective and I wanted to return the item for a refund, the company agreed, but then stated that I would bear the responsibility of return postage, even though the product was defective

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.

Awful service.

This was my first purchase from this company. I bought two items, one was fine, the other wrong colour (wig). I informed them but they avoided resolving. Customer Service didn't want to refund instead offered a discount for a product I would never use e.g. trying to persuade me by mentioning delays in returns to China due to pandemic etc. I explained I didn't want it but their follow up emails which they send daily were nonsense e.g. suggesting I'd made errors in correspondence which I hadn't. They just hope you will give up! Still trying to resolve!

I purchased some items, that were advertised to be in stock and the site stated that the items ship in 24 hours! I only order items that would ship in 24 hours. I order these items 12 days prior to when I needed them. I paid an additional $32.27 for expedited shipping just in case. The promise they would arrive days before I would need them. Then I get an e-mail that the shipping date has changed! I can't cancel it the order. So I had to go purchase clothes to wear for my event I needed them for and I just spent extra money for shipping for nothing! I don't need the items now, they came late. I never open the clothing packages the material looked nothing like it was advertised. When I requested a refund, they stated the following.

We pologize for the delay and for the inconvenience caused.

We would like to provide the following solutions especially for you. Taking into consideration the long time it can take to receive and high return postage, we wonder if you would consider to keep with a partial compensation:

1) Keep the items and we would like to refund you 30% of the products' price as a special offer, 36 USD

2) Keep the items with a coupon worth 40% of the products' price instead of refund, 48 USD; you may use the coupon for your next time shopping with us.

Please note that you will be responsible for the return cost to China.

I feel like I was ripoff and scammed. I feel like I had to choose option 1 to get some money back! I feel like after postage, I will end up with nothing!

I hope to get back some money soon, I'm not rich!

I've ordered (Number:[protected]) 2 items at 15/6/2021. Shipping day 16/6/2021.
The order was supposed to arrive at 10 to 18 business days.
Today is 11/8/2021 and still nothing.
I have contacted many times the customer care but there is not any answer.
They want Me to contact the post services, which is not my obligation, it's theirs.
I want refund for the extremely delay and they say that they will NOT refund.
I paid by PayPal and i have also referred the issue to them.
I've lost my money.
PLEASE DO NOT EVEN ORDER FROM THEM

I ordered around mid june two jumpsuits Rv570030878cn they said they were going to arrive last month but now its another month nothing

Do not ever buy anything from this website! They do not let you return anything that doesn'twork out. I was not aware that this was not like any other website where you can order dresses and if they don't fit correctly, you can actually return them! I did not order dresses that were custom made, I ordered standard sizes. They are saying that the dresses I ordered are custom made and that they cannot give me a refund! I ordered 4 dresses! They owe me over $600.00!
This store is a scam! DO NOT ORDER FROM THEM!

I ordered several shirts from ligtinthebox and they all dont look like their pictures from their website! I also had to pay extra duty for these poorly made items to come! When I reached out to the company to say I would like to return items they said "after we receive your package, we'll do the quality check first, then process the refund of【cad 163.17】 (refund of only the product price, deducting discounts, all other charges are non refundable)
The customer is responsible to return the items at their own costs which will not be reimbursed." wow what a expensive learning lesson!

Very disappointed that a jumpsuit I ordered did not fit properly and when I tried to return it I was informed it would be probably too expensive for me to return as I have to pay for returns so instead I could have 10% refund or 20% reward? Not sure what that meant. I asked to have a complete refund and they should pay the postage but have heard nothing back. Please beware this company does not have good standards or good customer service

My fixture came in damaged and i want a refund and a shipping label to send back . i have sent over 13 emails and all they do is cancel my ticket . i need someone to call me back asap or i will take on myself to but this on beijing news and damage all the directors images .

Alice Betts-Service message:TID [protected] of order [protected]- no phone number or return address given. Have tried 3 days now to get info and a run around. I can't even respond to email. I don't want to keep item and get a percent of my funds, I Need it all. I am on fixed income and I had to borrow money to get another outfit because it took so long to receive your package.

Hi, on 3o june 2021 I ordered a pair of trousers for my son competition I also paid express fast shipping to get in time the item for my sons competition, I received later a phone call that I need to pay by phone some shipping price, I paid with the item all shipping price so I am not intended to pay by phone nothing, the time that is was expected to received my item was missed my son missed his competition because of company incompetence, I still didn't received my item, and I asked for company the full refund, they answered to me that I have to pay some other amount, and they will not return my money absolutely inadmissible I waste 49.32 euro with no reason, please can you help me to return my money and the most important is to prevent other customers do not be scammed like me

Re ticket [protected]
Apart from the fact that there is no procedure as this was closed without my knowledge as not resolved. Goods we're shipped back in accordance with policy on 21/06/21. I expected a message from refund dept as per email dated 22/06 but have had no communication whatsoever. They state ticket resolved and closed and ask me to begin the process again. What a complete farce, what an insult to your customers.

I ordered four Polo shirts through the website, but when I received them they weren't the quality they showed in the picture. They were cheaply made from material that would irritate my skin. I automatically sent out an email requesting a refund and a return label to no avail. they kept asking me to send the product to some address in china.
Subject: LightInTheBox Customer Service Message: TID ---- of Order ---

[protected]:03 NEW REPLY
Dear customer,

We are really sorry for the inconvenience caused to you.

We have received your return request.

You might have missed to check item description, it states:

Fabric: Rayon, Nylon, Polyester
Fabric: Polyester

Please note, our size guide is different and is measurement driven.

If you select the size by checking the measurement against each size, you will end up receiving correct size.

As per your order history you selected:

1. item# : [Color:Blue| Size:L|]

Whose measurements are:

Bust: 45¾ inches
Length: 27½ inches

2. item# : [Color:Navy Blue| Size:L|]

Whose measurements are:

Bust: 43¼ inches
Length: 28 inches

3. item# : [Color:Black| Size:L|]

Whose measurements are:

Bust: 44 inches
Length: 30 inches

If the measurements you received is any different from what we stated above, please share the pictures to prove the issue by keeping measuring tape on these parts of the item and clicking pictures which clearly shows the reading on the tape and we will take full responsibility.

Please lay the item on a flat surface and keep tape only on item's front side, do not loop the tape around the item.

Please attach the photos as an attachment when replying to this message.
Attachment size

Hi, my wife and I ordered a dark navy peplum dress from Light in the Box on May 23 at a cost of about £85. The dress received was of a completely different style to the one ordered and it was green rather than dark navy. Light in the Box have repeatedly refused to either accept a return, exchange or refund on the basis that 'made to order' items are not refundable.

The relevent references are: LightInTheBox Customer Service Message: TID [protected] of Order [protected]

I bought a suit from Lightinthebox.com that was$125.80 on June 8th, of this year. I was under the impression the suit would be delivered in a week, I need it for a wedding on June 17th. The suit was delivered on June 23rd, it was too late. I emailed the company for a refund on June 24th, and they said they would give me $11.00 back and $22.00 in their rewards. I then emailed them again and told them I needed a full refund, they then said to keep the suit and we'll give you half of what I you paid. All I want is the $112.00 which is the full refund, before shipping. My email is [protected]@verizon.net

The picture of the dress is falsely advertised. It is cheaply made. The sizing is incorrect. It's shown to have pockets and a flowing dress which it is not. Please see below: This is what the company is telling me. My email address is [protected]@myan.com . thank you

2021-06-23 20:48 NEW REPLY
Dear customer.

We are so sorry for your unpleasant and sorry for any inconvenience cause.

May we suggest that you keep the item, give it to a friend/family member who can use it? In the meantime, we would like to propose the following offers which may be more beneficial and practical than a return:
a) Keep the item and receive a reward of 50% of the product's value. (USD 10.92)
b) Keep the item with a refund of 40% of the product's value. (USD 8.74)

Please let us know your final decision on which offer you would prefer (‘a' or ‘b'). We will arrange accordingly as soon as we receive your reply. Should you not agree to any of the above options and wish to proceed with a return for refund instead, kindly inform us so we shall include the instruction on ‘How to return' in the next reply.

We look forward to your response and appreciate your kind understanding.

Sincerely,
Dean
Customer Service

2021-06-23 10:00 Annella Gardner
Here is a picture of the dress that was posted on line

[cid:image001.png@01D76827.172E9120]

Annella Gardner

Office Assistant
Myan Management Group
520 Silicon Drive
Southlake, TX 76092
Phone: 817-442-8200
Fax: 817-442-7802

From: Annella Gardner
Sent: Wednesday, June 23, 2021 9:25 AM
To: 'Lightinthebox.com'
Subject: RE: LightInTheBox Customer Service Message: TID [protected] of Order [protected]
Importance: High

Why are you asking for all of this. There are no pockets on the dress as shown in the pictures, the quality of the dress is cheap. It doesn't make sense to provide all of this when it has nothing to do with no pockets. I will post a review online and will call the better business bureau for false advertising. The picture on your site is deceiving.

Annella Gardner

Office Assistant
Myan Management Group
520 Silicon Drive
Southlake, TX 76092
Phone: 817-442-8200
Fax: 817-442-7802

From: Lightinthebox.com [mailto:ticket@email.lightinthebox.com]
Sent: Wednesday, June 23, 2021 12:30 AM
To: Annella Gardner
Subject: LightInTheBox Customer Service Message: TID [protected] of Order [protected]

2021-06-22 22:17
image001.png

2021-06-23 07:30 Annella Gardner
Why are you asking for all of this. There are
no pockets on the dress as shown in the pictures, the quality of the dress is cheap.
It doesn't make sense to provide all of this when it has nothing to do with no pockets. false advertising. The picture on your site is deceiving.

Annella Gardner

From: Lightinthebox.com [mailto:ticket@email.lightinthebox.com]

Sent: Wednesday, June 23, 2021 12:30 AM
To: Annella Gardner
Subject: LightInTheBox Customer Service Message: TID [protected] of Order [protected]

2021-06-22 22:17

2021-06-22 22:17 REPLY
Dear customer:

Thanks for shopping with us. We are so sorry to hear that the item(s) you received doesn't fit.

Kindly please provide us with the below 4 kinds of photos to look into this matter and provide a solution for you accordingly.

a) An overall photo of the non-fit item(s) you received;
b) A photo of the size label/size tag on the non-fit item(s);
c) A photo of the barcode on the package;
d) Photos of measures of the non-fit item(s) you received (bust, clothing lengths) with a measuring tape;

Below are some examples of photo of measure:
Bust measurement- https://www.lightinthebox.com/download/8e9e8d65-574c-4467-ba7f-9e5321393eec
Waist measurement- https://www.lightinthebox.com/download/d227a517-41d8-47fc-a944-6773a02da24d
Shoe Length measurement- https://www.lightinthebox.com/download/8ac628a7-1b27-4dcb-b015-a98d0523f23c

The photos of the size label and the measures are important for us to compare the measurement of the size chart with the item you receive.

Please attach the photos when replying to this ticket. Looking forward to hearing from you soon. Thank you.

Sincerely,
Dean
Customer Service