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          Find a Location

          Light In The Box has 2 locations, listed below.

          *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

            Country
            Please enter a valid location.

            Business ProfileforLight In The Box

            Online Retailer
            HeadquartersMulti Location Business
            The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".

            Current Alerts For This Business

            Pattern of Complaint:

            On July 21 , 2020, Better Business Bureau recognized a pattern of complaints from consumers regarding delivery and customer service issues. Consumers allege they order and pay for products from Light In The Box, and after several weeks they have not received their products. Consumers claim the company is unresponsive to requests for assistance.

            On July 21, 2020, and August 06, 2020, Better Business reached out to Light In The Box for a response to the consumer complaints. The company has indicated that they have taken steps to improve customer service. Light In The Box sent the following response to Better Business Bureau to share with consumers.

            We would like to thank Better Business Bureau for reaching out to us. We appreciate BBB assists us in establishing marketplace trust.

            LightInTheBox has taken this opportunity to review our shipping process. For the package delay, it is mainly in April and May due to the impact of the COVID-19 epidemic situation. Suppliers' production speed has been affected. At the same time, international flights have decreased and delivery of destination countries has also slowed down. These force majeure causes the overall delivery speed of packages to become longer than normal. 

            In this situation, our logistics department has always been paying close attention to information about various countries. For any news related to logistics delay, we adjust our shipment plan at once accordingly, such as changing flights or even charter flights. They also monitors the receipt rate of packages every day, and when a logistic line is found to be abnormal, we will contact our shipping partner or customs clearance company at once. if the delivery time of the package exceeds our promised duration,  we will contact our customer to inform the situation at the first time.

            For example, Canada Post announced on May 26 that there was a delay in their packages delivery. After we learned the news, we sent an email notification to the owners of the 10,000+ packages affected in Lightinthebox to inform them of the delay. And the packages shipped after that are all changed to UPS for delivery. 

            For customers' inquiries, customer service always respond within 24 hours. As long as the customer does not receive any package, we will immediately refund the full amount to the customer if the package is confirmed to be lost after the customer service investigation.

            Some customers reported that they could not contact the customer service before. After investigation, we found that the customer service entrance is not obvious. We added the customer support icon and email address on multiple pages in early July to make it easier for customers to contact us. 

            Above are the measures we have recently done and are still optimizing.  All is to ensure that we continue to provide fast and high-quality services to our customers.

            We hope that with our efforts, we can let our customers feel the progress of Ligntinthebox and the sincerity of our service. Thank you and BBB again for your attention and help.

            Consumers can file complaints with Better Business Bureau at www.BBB.org. Complaints can also be filed with the Federal Trade Commission at

            https://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc.

             

            At-a-glance

            Customer Reviews

            1.07/5stars

            Average of 826 Customer Reviews

            Customer Complaints

            649 complaints closed in last 3 years

            286 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Related Categories

            Business Details

            This is a multi-location business.

            Find a Location

            Light In The Box has 2 locations, listed below.

            *This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

              Country
              Please enter a valid location.
              BBB File Opened:
              12/30/2014
              Business Started Locally:
              1/1/2006
              Business Incorporated:
              4/1/2020
              Licensing Information:
              This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
              Type of Entity:
              Corporation
              Alternate Business Name
              • Mini In The Box
              Business Management
              • Mr. Qianneng Fu, Principal
              • Mr. Jian He, CEO
              Contact Information

              Principal

              • Mr. Qianneng Fu, Principal
              Additional Contact Information

              Industry Tip

              BBB Tip: Smart shopping online

              Customer Complaints

              649 Customer Complaints

              Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

              File a Complaint

              Most Recent Customer Complaint

              03/20/2024

              Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I purchased a dress from light in the box on 3/9/24. The item hasnt shipped and therefore I didnt receive any merchandise. On 3/16/24 I attempted to cancel my order because it isnt due to ship for 2 weeks and therefore I have purchased a different dress for the occasion. I contacted customer service to let them know I want to cancel my order. They responded with this item can only be cancelled with 50% refund because it is made to order. This item is NOT made to order and that is a scam they use to ensure money in their pocket. They have listed that detail in their fine print as a way to cover themselves. To purchase this dress I chose a color and size, there are no specific measurements or details given for a made to order. I have filed a complaint with my credit card company and I am hoping you can look into this matter. I am wanting a full refund of $212.20 for a dress that I didnt receive and hasnt shipped.
              Read More

              Customer Reviews

              826 Customer Reviews

              What do you think? Share your review.

              How BBB Processes Complaints and Reviews

              Start a Review

              Most Recent Customer Review

              John B

              1 star

              03/24/2024

              My wife ordered a dress when it came it was not the right size. When she tried to return it they said her reason was not acceptable for a return and refused to refund. This outfit is a fraud!

              Light In The Box Response

              03/26/2024

              Dear customer,

              This is *****, supervisor of customer service, ********************.

              We sincerely apologize for what happened. We honor you as our valued customer, and we honestly hope you can have an outstanding shopping experience here.

              In order to solve your problem, would you please provide your e-mail address used in purchase and order number, so that we can target to arrange a solution as soon as possible?

              Sincerely
              *****
              Customer Service

              Local BBB

              BBB Great West + Pacific

              BBB Reports On

              BBB reports on known marketplace practices.

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