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

“I have tried to return items 3 times. First they said I need to take a picture so I did but it would Not accept the size that my cell phone picture submitted, then they said the tickets were resolved and then it tells me I cannot send a new ticket for a ticket already resolved. Will never order from this company again and you shouldn’t either. No way to contact them by phone even though they have ALL of your information. Impossible to return items. Just lost hundreds of dollars. It’s funny when I sent in a review, one of their options for choosing what type of customer service you used is “By phone”? Cannot reach them by phone. Awful!!!!”

Helpful Report

Posted 5 years ago

Dear customer, We apologize for the problems. Could you please firstly tell us the Order Number you referred to? Please also tell us more details about your problems and requests. We will further check them and try to resolve them in a timely manner. Thank you for your understanding and cooperation in advance.

Posted 5 years ago

“I purchased cycling clothes - 4 tops 2XL for £76.57 on 9 th August 2020. My paypal account was debited same day. I received the package 25th August. Wrapped and gave to husband on birthday 3rd Sept. One jacket he liked was too big, and another he didn’t like so I contacted company via email to request a return. Stupidly I went online to LightInTheBox to order new size of jacket he liked and some skins for winter. I then received reply to first email saying they would not accept return as it was outside 7 day return rule. I replied saying this was ridiculous given shipping took much longer than 7 days and they then said keep item and we will give you 20% refund or keep item and we will give you rewards worth 30% of the item value. I replied saying I had already ordered replacement and other items and please apply to this order. They refused. Learning points: 1.This company is operating from China although this is not obvious on website and you cannot return items. BEWARE. 2. Look at reviews on Consumer Affairs websites - my experience is typical - I was lucky I received the items and quality OK but size not accurate! Others have not received and communication useless. You cannot return. Read the reviews before you order from them. I doubt I will receive the second order and like others I accept I have been scammed. I am writing this to warn other potential innocent consumers who are using online purchasing and have come to accept most services are excellent. This company is NOT and they sponsor google ads so come up first when you use search engines. DO NOT BUY FROM THEM. Scam! Scam! Scam!”

Helpful Report

Posted 5 years ago

“Poor Service incorrectly sized items some items can’t be returned even if size is incorrect. Wish I’d read the reviews before ordering, I would still have my money and gone to Amazon UK.”

LightInTheBox 1 star review on 9th September 2020

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Posted 5 years ago

“Item was meant to be posted on 14th June. When I queried non delivery, got told to wait a further month. Then told to wait until 9th September. Still arguing about returning my money, then they had a cheek to ask me for a review. Terrible company. Dodgy deals. Still havent received item. I could have walked from China quicker.”

Helpful Report

Posted 5 years ago

“This company is a scam you never get your order tracking number not recognisable”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am glad to help. We've checked and confirm your tracking number "GV472454877GB" is recognizable. You may refer to following link to track it and will be able to see the last tracking information is updated on September 6th. Tracking link: https://www3.royalmail.com/track-your-item#/tracking-results/GV472454877GB Online update tracking information: [Sunday 06 September 04:13am Sender despatching item] Please be noted the online tracking information will only be updated when the package arrives to next location. Your order is currently still on the way to UK. Once it arrives in UK, the online tracking information will be updated again. Your order was shipped out on 2020-09-04. Delivery normally takes 4-7 business days, which is equals to 5-10 calendar days. So you shall receive the package before 2020-09-14, which is 10th days of shipping. We appreciate that you can be patient while waiting for the updates and the package. And if you have any further question, you may log in your light in the box account--go " personal center"--"my ticket" to contact us again in NEW ticket 21567606. We will help you further. Thank you for your cooperation.

Posted 5 years ago

“This company is a scam ordered my daughter's bag but never received it tryed tracking the reference number they sent through email keeps saying not recognisable, beware people don't give this company your money otherwise u well be crying”

Helpful Report

Posted 5 years ago

“Do not buy from this company. I sent Items back. They had suggested giving them away because the Return packaging wasn’t perfect. All info and boxing included. After I sent them back is when they told me to give them away. Horrible company.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I regret to find that you did not like to keep this order and returned it without our approval. But I will try our best to help you check and resolve the problem. We get confused. We did not offer you the Return Address. So could you please tell to which place you returned the order? It's highly appreciated if you can advise us the tracking number and website link to track so that we can track the return package for you. I had conducted new Ticket ID =21562976 in our ticket center to follow up 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

“This company LightInTheBox sponsor Google so appear high on search engines when you search for products. They appear tp operate from UK but are in fact based in China and have a ridiculous returns policy of 7 days - as their products invariably take more than 7 days to arrive - and reading other reviews you are lucky if they arrive at all. So no returns and hopeless communication vis email if you are lucky. DO NOT PURCHASE FROM THEM, read other review on consumer websites, very poor and this is for a reason. You have been warned.”

Helpful Report

Posted 5 years ago

“Brutal experience. The company is in China and I can track my order but it has bounced around inside China for 7 weeks. It took two weeks to go from Zhengzhou City to Beijing. It sat in Beijing for the whole month of August and then got sent back to Zhengzhou City. A week later it was sent back to Beijing. I looked online and they modified what one of my t-shirt print will look like. Going to try to cancel.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I sincerely apologize for the shipping delay and all the inconveniences caused. We are afraid that your package might be delayed due to the busy schedule of the shipping company. After checking with the shipping company, it shows your package is still on the way to your country. It will be delivered before the end of September. We can understand that you need the order sooner and have asked the courier to prioritize the order delivery. So would you please be kindly waiting for the package a few more days? As a token of apology, we'd like to apply for a kind of compensation for you. In addition, please be noted we will not modify any order without customer's approval. Hope you understand it. I had conducted new Ticket ID =21558155 in our ticket center to follow up 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

“Ordered what I thought to be a size M men’s T-shirt only to receive a men’s plus size M which is useless but delivery was fast, got in touch and they said they would give me rewards for the wrong top. After much back and forth it seems that they want me to pay the total amount for a replacement top plus postage rather than just postage and they can’t explain what a reward is. Getting a straight answer from the is impossible. Would not buy from them again.”

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

“This place ties for 1st in the list of HORRIBLE purchasing experiences I've had! TL:DR - They completely ignored my "hold order" request, and refused to ever make it right, despite a MONTH of communication on first email, and then Facebook. ------------ I found them when they had a promotion going on, 20/30/40% off, for orders of 2/3/4 shirts. I found 4 shirts I quite liked, but was unfamiliar with their sizing scheme. I could also find no way to contact them, short of placing an order. So I ordered 1 shirt, with the intent to have them hold the order while I work with them to figure out the sizing. When I placed the order, there was a link provided for those who wanted to change their order. I clicked that link, and begain with "PLEASE HOLD THIS ORDER" and proceeded to tell them I needed help. The next day, I come home from work to find an email saying it'd been shipped, and another one in reply to my hold request, saying that it was too late. I thought, ok, well maybe they are short on staff. If they'll work with me on sizing, and only charge me what I would've paid if I'd been able to order it all together, then I'll be happy. Over the course of the next week or so, I gradually realized that was NOT how this was likely to play out. First they directed me to the sizing chart I had ALREADY mentioned in the initial request as having been confusing. Then they offered to refund the shipping. Never mind that I was still eager to do further business with them at this point, and had not even mentioned a refund, this was their idea of a solution. At this point, I begin to think maybe someone just doesn't want to do their job, and I should contact another department, so I find their Facebook page, and message them. If you guessed I'd get more of the same, you're right. More wondering if they're really reading anything I type, more pathetic offers of refunding barely anything, and more ignoring any and all direct questions. I STILL don't know how to use their sizing chart! Why a business would be so flatly disinterested in getting more money, from an initially forgiving and eager customer, is far beyond me.”

Helpful Report

Posted 5 years ago

Dear customer, First of all, we sincerely apologize for all the inconveniences brought by this shopping experience to you. We knew it was our fault not to handle your initial "hold order" request. We did want to resolve the problem. On August 6th, we issued full refund USD13.45 (not only the shipping fee) you paid back to your Paypal account, without asking you to return the order back. Did you receive the full refund? If not, please let us know so we can further check it for you. Please also be noted we provide corresponding size chart on each product page. When you want to order clothes next time, please measure yourself first and refer to the corresponding size chart to decide which size to take. We also realized that you were unsatisfied with the previous customer service you received. Please be assured that we will take your feedback seriously. We also regard it as very helpful to improve the services we provide to our customers. We do really want to do something to save you as our customer. If there is anything we can do for you, please let us know. We will take all our efforts to help you. Thank you for your understanding and cooperation in advance.

Posted 5 years ago

“I ordered a shirt for my dog and few days later got the e-mail that my package is sent from their warehouse. But later, when i checked the status of my order on my account it was written -‘ pending, payment not finished’ . I have the receipt from paypal so it’s definitely payed. I asked them to clarify this for me but I haven’t received any feedback from their customer service yet. Overall, bad experience”

Helpful Report

Posted 5 years ago

Dear customer, First of all, we'd like to let you know that we received and confirmed your payment of this order. Please don't be worried. But please be noted that we did not receive any contact message. We did not know you tried to contact us, so it was impossible for us to reply to you. We are afraid that you tried to contact us via incorrect way. Next time, please log into our website to find your order to contact Customer Service. You may refer to the following link to see how to contact Customer Service via submitting Ticket: https://www.lightinthebox.com/r/contact-us.html Regarding your order, it was shipped via Global Priority Line-Euro2-yunexpress on 2020-08-29. The tracking number is YT2024121266121492. Delivery normally takes 5-10 business days (7-14 calendar days). Note: The online tracking information may be updated slightly later than the actual shipping situation, we appreciate that you can be patient while waiting for the updates. Tracking Information: Tracking link: https://www.yuntrack.com/Track/Detail/YT2024121266121492 So you shall receive the package before 2020-09-12, which is 14th days of shipping. Please be kindly waiting. I truly value you as our customer. So I had conducted new Ticket ID =21554440 in our ticket center to follow up your case. If you have further question, please log in your light in the box account--go " personal center"--"my ticket" to contact us again. Thank you for your cooperation.

Posted 5 years ago

“Bought a website for my 13yr old Daughter after measuring her, checking and re-checking the website size detail on the product. Decided on size L even though it might be slightly big for her measurements. Lured by website claims it was a £300 wetsuit being sold for £40+ shipping (I'm a chump!) it took over 2 weeks to arrive and another week and a half to get my Daughter to try it on (was at her Mom's for the holiday.) For this reason I was unable to seek a return. We have had loads of wetsuits. This product is not terrible but is very average. Not glued or taped stitching inside, and 2/3mm neoprene. The product is simply not long enough for my slim 5ft 8 Daughter who could not get her shoulders inside. The sizing said it was good for heights of up to 5'10. I managed to find an email address for Light In The Box but they fobbed me straight off, referring me back to the original method I'd already been rejected by, apparently ignoring my recommendation that they review sizing info on that product. I am £50 out of pocket with no recourse and feel such a fool for not checking reviews of the site first, as they have terrible ratings. Easy to see why!”

LightInTheBox 1 star review on 4th September 2020

Helpful Report

Posted 5 years ago

“Ordered 8 t shirts July 4 for summer wear paid 50 dollars for 2 to 5 days express shipping got 1 Aug 28 got 5 Sept 4 62 days total they arrived customs Canada 7 days ago quality is very poor collars a mess i will use them for expensive rags still waiting on other 2 avoid this company like COVID.”

Helpful Report

Posted 5 years ago

Dear Thomas, We can understand that you are very unhappy with this order. You've chosen expedited shipping and I see that we've mistakenly send your order by economical shipping, in 3 separate parcels. Based on this we will fully refund your shipping fees, see our email for further details. We are really sorry that the first 2 shirts didn't meet your satisfaction. We will take full responsibility for it and will arrange return or replacement for you. Kindly send us photos to show the problem and with this as evidence we will be able to claim a full refund from our supplier. We see that the other 2 parcels have already arrived in Canada and we truly hope these products will be up to standard. We like to offer you the best possible service and have send you an email (ticket 21547634). We will try our best to solve this to your full satisfaction! We wish you a nice weekend! LightInTheBox Customer Service Team

Posted 5 years ago

“Im in australia and i have ordered 7 light fittings. After receiving, my electrician mentioned that they are not compliant to Australian safety standards and can not be installed. From then i have raised multiple tickets and have been waiting for about three months. Everytime i ask, they tell they will respond in 1 business day but it has been 3 months now yet they neither provided australian safety certificate nor initiated refund.. Hopeless customer service. It feels like it is an online scam or dumping cheap products.”

Helpful Report

Posted 5 years ago

Dear Govind, We are sorry that we were not yet able to provide the needed certificates. We understand that installing without certificates could be troublesome and will try our best to help you with this. I see that you've ordered 5 different lights, which come from different suppliers. To ensure we get a response I have raised this issue to our management. They are checking for each light, if there is an Austrialian specific certificate available. We will update you in a few days once having receive more details. Please find our latest email (ticket #21547611) and we will update you shortly! We wish you a nice weekend! LightInTheBox Customer Service Team

Posted 5 years ago

“Do not trust this site! Returns and exchanges are not possible! They claim that the items were "made to order" so could not be returned or exchanged, yet the site did not state that and their returns policy suggests that there will be no problem. Definitely not made to order - they are shoes, so stock items!”

Helpful Report

Posted 5 years ago

“I ordered a custom measurements outfit for my granddaughters wedding and received it a couple of days ago. I could not believe the poor quality of the fabric. It looks like something one can find in A Halloween costume shop. . Now I can’t even return it. And I would be embarrassed to donate it to Charity, So it’s only good for the trash.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am really sorry to hear that the Pantsuit doesn’t meet your satisfaction. Please be noted that we could not accept return for non-quality Made-To-Order product. But if we confirm the product has any quality issue, we will take full responsibility for it and help customer return the unqualified product back for a full refund. We feel sorry that you even did not try to contact us before you leaving this review. Next time, if you have any problem, please log in your account and submit a ticket to contact our customer service dept. firstly. Here is how you can contact customer service: https://www.lightinthebox.com/r/contact-us.html As for your case, I had conducted new Ticket ID =21537818 in our ticket center to help you further check 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.

Posted 5 years ago

Dear Customer, We are very sorry for having send you this dress and will take further steps against this supplier. Our company sell these dresses and pantsuits that are tailor made and we have many satisfied customer. However we are very sad, as this should have fitted you like a glove. Also at this price point the dress material should be made at the finest quality. We present our sincere apologies for having send you a product that doesn't meet the quality standards. We have provided you the returninstructions for a full refund. l (ticket #21543107). Kindly check your email and don't hesitate to reply if you have any questions or need further assistance with the return process. With kind regards, LightInTheBox Customer Service Team

Posted 5 years ago

“wildly innacurrate sizing on product, 14 day delivery time and then unable to return or refund. Avoid this site. Do not order from LightInTheBox. I also suspect they are unlicensed copy of the brand and not genuine. £60+ down the drain.”

Helpful Report

Posted 5 years ago

Dear customer, We apologize for the problem. As for your case, could you please firstly provide us with your Order Number? Please also advise us more details about your problem, so we can further check it for you? 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

“Terrible quality and no refunds/exchanges Ordered a dress which took 19 days to be delivered. It was shipped from China. The quality of the fabric was terrible and nothing like the photos advertised. When ordering it was not clear that the item was "made to order" and therefore subject to a different return policy which is not mentioned on the listing. I had ordered a standard size. Their customer service team have been of no help, and refuse to refund or exchange the order. Will never shop here again.”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am sorry that you got a misunderstanding. Your dress is a Made-To-Order product. It does not mean it was made per your own measurements. We state the following information on the product page, for your information: 【This dress is Made-To-Order. Whether you choose a standard size or custom measurements, our tailors craft each dress to order.】 Our Return Policy states that we could not accept return for non-quality Made-To-Order products: https://www.lightinthebox.com/nh/Return-Policy.html?prm=1.0.87.0 We do really want to help you resolve the problem but we get confused. In previous Ticket 21514805, you said you wanted to return just because you didn't like the fabric and the design did not suit you. While in the public review, you mentioned the dress was different from online pictures. Could you please kindly tell us which feedback is correct? I had conducted new Ticket ID =21528925 in our ticket center to help you further investigate your case. please log in your light in the box account--go " personal center"--"my ticket" to check our reply. I will help you resolve the problem with my greatest effort. Thank you for your cooperation.

Posted 5 years ago

“I placed an order paid extra for quicker shipment, then got an email from them they wanted copy of my card, id and proof of residence, sent and nothing, still products showing as processing but no feedback from them , are they fraudsters?”

Helpful Report

Posted 5 years ago

This is Customer Service Supervisor from Lightinthebox. I am glad to help. First of all, we'd like to tell that your payment has been verified by your payment system. We will start to process your order. Please don't be worried. Please be kindly noted that your payment could not verified by our payment once it was received. We needed your cooperation to provide us with the pictures so that we can verify you're the owner of the card used to place this order. The photos can help to ensure the payment security. We thank you for your kind cooperation to send us the picture in a timely manner. Please also be advised all our products require processing time before shipment. Your order is currently in the processing phase and will be shipped out no later than 2020-09-08 using Expedited. The package normally takes 2-6 business days to arrive. We will try our best to process your order and ship it as soon as possible. Once we ship your package we will send you an email that includes the courier name and a package tracking number for your reference. If you still have any further inquiries, we will always be delighted to help you.

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