Name: LightInTheBox
Address: ????????????2??, , Shanghai, Shanghai
Rating: 3.77

“A) the site hides the fact they are Chinese B) they never state you have to pay import duties on the goods you order, the only time you find out is when they send an email saying you refused delivery from DHL ( a lie they never had attempted delivery) when you use the tracking number the package is being held pending payment, if you don’t pay the import duties they state on their email that you will not get a refund on your purchase, this is fraud and breaks consumer law. Had a read of a number of reviews on here which are clearly fake, buyer beware!!!”

Helpful Report

Posted 5 years ago

Dear customer, We apologize for the problem. As for your case, could you please firstly advise us your Order Number? Please kindly note that all our products are shipped from our Chinese warehouse. Usually Customs will check parcels of certain category over certain value and charge import tax and other fees on the imported items based on the local customs rules and regulations. Since not every parcels will be charged of this extra fee, we didn't remind customers when they placed an order. But we state this information on our website in following link. http://www.lightinthebox.com/knowledge-base/c1229/a3021.html But since you are unaware of the extra charge, we'd like to apply for a better solution for you as soon as you send us your Order Number. Thank you for your understanding and cooperation in advance.

Posted 5 years ago

“paid for items never received them , tried to contact no response i will never use them again they are a complete on line con artist , they made everything on line to contact them impossible to speak to anybody ==STAY CLEAR OF THIS COMPANY .”

Helpful Report

Posted 5 years ago

Dear customer, 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.

Posted 5 years ago

“My account was hacked after making a payment to this company I wouldn’t recommend it for security reasons”

Helpful Report

Posted 5 years ago

Dear customer, We are really sorry to hear your problem. But we think your problem was not caused by us. We carefully protect customers' information. Please be kindly advised that all customers' information will be stored in a Data Base. And this database is strictly encrypted. We even will not be able to see your payment information. So it is not possible for someone to use the information to hack your account. We are afraid your account was hacked due to other reasons. In this case, we highly recommend you to contact your bank and ask them to help you check and resolve this problem. We do really hope they will help you resolve the problem very soon. Thank you for your understanding and cooperation in advance.

Posted 5 years ago

“Received goods after 30 days, wanted to return items as none of them was right fit . Communication with customer service long and tricky , they will offer 50% voucher which you have to spend on their site and you can keep goods. etc but never full refund .”

Helpful Report

Posted 5 years ago

Hello Tanya, Thank you for writing the review I saw that you've made a return request, and made colleague presented different options. It included to keep the items with a 30% partial refund or 50% voucher, which was offered as a commercial gesture. If you read my colleague her message again,then you will see she also mentioned a return for refund being an option. I can affirm this order was delivered largely within promised delays. We've received your payment on the 11th of august, and you received this order 13 days on the 24th of August. Kindly note that for this order you've chosen economical shipping method, with a shipping delay between 13-26 business days (or 18-37 consecutive days). I take note you wish to return the items and have provided you the returninstructions by email (ticket #21514398). Kindly check your email and don't hesitate to reply if you have any questions or need further assistance. We wish you a nice weekend! LightInTheBox Customer Service Team

Posted 5 years ago

“Ordered a small Fitbit strap. Large came. Contacted company who very quickly responded and created a ticket for my complaint. They asked for photos to be sent which I did (had to do it on the PC rather than on phone/tablet) then nothing. Sent 3 emails and said in the last I would be filing a dispute with Pay Pal and still nothing. So yesterday I set up a dispute and a message went via PayPal. Still nothing.”

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Posted 5 years ago

“Ordered a large jacket. I'm 5 foot nothing and sleeves too short. Jacket won't close. To send back will cost me another €10. Be careful here.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I regret to hear the jacket does not fit. But please be advised that all our clothes are made based on our own size chart. As our size chart is not EU size, you need to measure yourself first and refer to the size chart to decide which size to take. If you just pick normal size without refer to the measurements, the clothes are always go small. We appreciate your kind understanding in advance. Based on our policy, usually we are unable to cover any shipping fee incurred for the return of non-quality products. You can check the return policy statement in following link. https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0 However, I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =21509881 in our ticket center and provide 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.

Posted 5 years ago

“Useless company and support. Promises to live within 10-12 days but has not even received confirmation of the purchase after 2 weeks, however, the money has been withdrawn. Contact the support with a very careless, non-helpful and unprofessional answer. Will NEVER buy anything through this find-at company again. Would advise EVERYONE to buy one of these scammers! Better pay a little more from someone else and actually get their (already) paid products! Get h-wheat LightInTheBox and hope your page and business idea burns in the abyss!”

Helpful Report

Posted 5 years ago

Dear customer, 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.

Posted 5 years ago

“Värdelöst företag och support. Utlovar lev inom 10-12 dagar men inte ens fått bekräftelse på köpet efter 2 v, dock har pengarna dragits. Kontaktar supporten med väldigt nonchalant, icke hjälpsam och oproffsigt svar. Kommer ALDRIG köpa något via detta hitta-på företag igen. Skulle avråda ALLA att köpa något av dessa lurendrejare! Bättre betala lite mer från någon annan och faktiskt få sina (redan) betalade produkter! Får åt h-vete LightInTheBox och hoppas eran sida och affärsidé brinner i avgrunden!”

Helpful Report

Posted 5 years ago

Kära kund, Vi ber om ursäkt för problemet. Kan du ge oss ditt beställningsnummer så att vi kan kontrollera ditt problem ytterligare? Vi hjälper dig att lösa problemet med vår största ansträngning. Tack för din förståelse och samarbete i förväg.

Posted 5 years ago

“Order went to the wrong address. Costumer service wont answer me, its been weeks, and they wont answer my emails. Do not buy from this scam company”

Helpful Report

Posted 5 years ago

Dear customer, I see that the package could not be delivered, since you did not update the address on your account. Unfortunately, we cannot change the address of a package that has already been sent. The package is still in Norway. Can I ask you to contact Norway Post directly? They must be able to forward this to your actual address. Tracking information: https://sporing.posten.no/sporing/LB003322000LT We have sent you an email (ticket # 21506255) with further details. I hope there will be no difficulty in receiving this. Your cooperation is highly valued. LightInTheBox customer service team

Posted 5 years ago

“DO NOT buy from this company DO NOT buy from this company. You will not get a refund even if their size chart is wrong! The dress it’s self was well made, NOT to my speciation but quality. However, the customer service is terrible. I ordered a size according to their size chart and it was huge on me, way to big even to be altered. After trying it on I wrapped neatly back in the bag, and they still won’t take it back. Be warned... it’s not clearly marked that you cannot return it. I would never purchase something like this without the safety net of being able to return it. I should have listened to all the horror stories on Google, but I didn’t see them until it was too late. Don’t waste your money unless you have money to burn. Utterly disappointed. **i posted my review on their website as well**”

Helpful Report

Posted 5 years ago

Dear customer, 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.

Posted 5 years ago

“Light In The Box inundates me with email messages trying to sell me things despite me having never asked to subscribe and the unsubscribe feature leads to a blank page - so I have been unable to get off their list. The company appears far from legit.”

Helpful Report

Posted 5 years ago

Dear customer, We apologize for the problem. Could you please firstly follow below steps to unsubscribe emails: 1. Go to https://gw.lightinthebox.com/index.php?main_page=email_subscriptions 2. Check "Unsubscribe All Emails" and update. Please note: it may take up to 48 hours for these changes to be applied. You will still receive the notification about your order progress. We appreciate your patience while we update your preferences. However, if you still receive advertisement email from us after 48 hours, please contact us again and advise us your email address. We will then contact the related department for help to investigate your case further. Thank you for your understanding and cooperation in advance.

Posted 5 years ago

“Parcel was delivered to a completely different post code! Customer services approach was basically "you gave us the wrong post code, parcel has been delivered so tough luck". I didn't enter the post code they sent the parcel to! Appalling attitude. Wish I had seen these reviews first. The time I've spent trying to get them to honour the order is wasted and falls on rude deaf ears. I told them the customer service was terrible: they said they were just telling me like it is and I wont accept it! NEVER send them a penny. I'm out of pocket with nothing to show for it.”

Helpful Report

Posted 5 years ago

“Do not use this company under any circumstances. I ordered a cycling shirt that is size L. I am 8 stone and this is way, way too small. I tried to return it, but am faced with a long-winded explanation of returning it to China which will cost me a fortune. I guess I shall have to try and sell it on e-bay. PLEASE DO NOT USE THIS COMPANY.”

Helpful Report

Posted 5 years ago

“Never received my order. Customer service led me on until it was too late for Visa to cancel payment. Don't lose your money.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am glad to help. We sincerely apologize for the shipping delay and all the inconveniences it may have caused. We will take full responsibility of this problem. We do expect you may give us another chance to resolve this problem. I had conducted new Ticket ID =21494593 in our ticket center and help you resolve the 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.

Posted 5 years ago

“I made my order online and it was delivered through post in less than 2 weeks. The prices are affordable and you get good value for your money.”

Helpful Report

Posted 5 years ago

Dear customer, We are very happy to hear that you like the products and service we provide this time. While we find you only gave us only 1 star, so we think we still have space to improve. We will try our best to improve our product quality and service. Next time, we do really hope we can obtain your 5 stars review.

Posted 5 years ago

“I ordered 3 t-shirts all size UK44, when they arrived 1 shirt was much much bigger than the other 2, even had a different size label in it. I asked for a refund and they got back saying it was what I ordered! I even sent a photo as they had asked showing how wide it was in inches and clearly a size 50 not 44, after many email exchanges they are still refusing to accept that it is the wrong size! never again will i buy from this company and I gotta say, the quality of the material is very poor.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am glad to help. We sincerely apologize for all the inconveniences caused by the incorrect product. We will take full responsibility of this problem. We do expect you may give us another chance to resolve this problem. I had conducted new Ticket ID =21510028 in our ticket center and will help you resolve the 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.

Posted 5 years ago

“This company has so many bad reviews. I now understand why. I bought a pair of XL trousers for my husband. A small pair of trousers arrived but with an XL label (they dont even fit me and I am a medium). Lightinthebox would not accept they had sent me trousers with the wrong label. Many emails later and no further forward. No refund for their mistake. They insist it is my mistake. They asked me to return to China - it will cost almost as much as the trousers cost. I am deeply disgruntled. I feel like a fool.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am glad to help. We sincerely apologize for all the inconveniences this order may have caused to you. We will take full responsibility of this problem. I also realize the representative in the previous Ticket did not offer you enough support. But I do expect you may give us another chance to resolve this problem. I had conducted new Ticket ID =21510161 in our ticket center and provide NEW solutions for 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.

Posted 5 years ago

“Okay, clearly the 5-star reviews are all bogus. This is a bad company. I foolishly made an order. My bad, I'm an idiot. They delivered it reasonably swiftly, but to the wrong address. 8 emails later, I am still trying to get them to understand that they have shipped it to the wrong address (order confirmation address is correct, but it went to an ooooooold address of mine) and they keep telling me to be pateint, it is the pandemic, it'll get here soon. Today, customer service emailed to advise me it was delivered and the ticket is closed..... and included a screen cap of the delivery confirmation I sent them at the beginning of this process. Incompetents? Blatantly stealing from people? CS staffed solely by poorly-scripted bots? Who can say? Do not order from them. Ever. EDIT: So, they contacted me and asked for my order number to fix the problem. We have been liaising since. I sent them a screenshot of my order confirmation email which clearly shows my actual address. It is different to the address they sent my parcel to. I have had at least 8 emails from lightinthebox stating that the order was correctly delivered to the address I gave them, despite me clearly proving that this is not the case. They are not interested in doing the right thing. they will take your money and offer nothing back. Do not purchase from this company.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I've double checked your case and regret to tell that you did NOT provide correct shipping address for this order when you placed it. The shipping address you filled in your account on our website was to the city "DULWICH HILL". You updated the billing address of this order to the correct one, which with the city "Glebe". But you did not update the shipping address. You will be able to find the above information in the Order Details. We are really sorry that the package was not delivered to you due to the wrong shipping address you provided. Please be advised that usually we are unable to take any responsible for this situation. However, I truly value you as our customer and do really want to help you. So I had conducted new Ticket ID =21510269 in our ticket center and applied for 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.

Posted 5 years ago

“Negative stars / FRAUD ALERT! This company deals in nothing but fraud and lies. From my first email complaint to them - and I will gladly make public the full email chain - they have changed their story (and even my order details!) too many times to mention. They make a show of trying to resolve the issue, but in fact are dreaming up lies to cover fraud - with the intention of frustrating the client to the point that they give up. But I won't give up until I am fully refunded. WORST online buying experience ever, and a colossal waste of time and energy.”

Helpful Report

Posted 5 years ago

Dear customer, We are truly sorry for all inconveniences caused. We understand that you are very unhappy and we are trying to find a way to satisfy you. Please keep contact with us (#ticket 21473638) and reply my latest email. Looking forward for your reply, LightInTheBox Customer Service Team

Posted 5 years ago

“DO NOT BUY FROM HERE. They false advertise like crazy, as the products they send are nothing like the images posted on the website. And they flatly refused several to comply with complaints asking for refunds, when I emailed them explaining how drastically different the product was. They also refused to change their picture on the website to something accurate.”

Helpful Report

Posted 5 years ago

Dear Lily Moric, First of all, we are very sorry for what has happened. I have reviewed your case and make the same conclusion, that the wig we send is a tad shorter compared to the photos on our website. This is very grave and we will process a full refund for you. The sourcing manager will also check with the supplier and take appropriate measures to fix this error. My apologies for my colleague, who didn't notice the length difference. We have contacted you by mail (ticket # 21483878) with further details. Please feel free to reply this email if you have any questions our doubts. We are always glad to help! LightInTheBox Customer Service Team

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.6 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

LightInTheBox Reviews