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I’m not one to shy away from purchases online (I blame it on the introvert in me whereby I like to avoid crowds and hence malls and would rather buy things online).  Purchases online from another continent however, is a different story.  Light in the Box is an online company that is indeed based on a different continent.

I purchased my wedding dress online from Light in the Box.  I checked out the reviews, and felt that you really can’t go wrong for a wedding dress that costs less than $100 USD.  I told myself that if it didn’t fit I could alter it or if I really didn’t like it, I could always just buy a different dress.

What is Light In the Box?

Light in the Box is an online retail company founded in China in 2007.  To me, it is kind of similar to a ‘Chinese Amazon.com’.  It is traded on the New York Stock Exchange under the symbol LITB.  They have all sorts of things, including wedding dresses, gardening tools, clothing.. everything you can think of.  I believe everything is made in and is shipped from China though so the shipping and duty can be much more than you bargained for.

There have been lots of negative reviews of Light in the Box in the past with complaints of poor customer service, additional duties and taxes, inability to get your money back for refunds, and having to pay for the shipping for your refund yourself.

Here’s What I think of Light in the Box

I have only purchased from Light in the Box once.  Their low prices tempts me to use Light in the Box again, but the headache and anxiety with regards to following up to see whether I could get my duty refunded was a bit too much.  Not too keen on going through that again.

Nonetheless, I ordered my wedding dress from Light in the Box.  It cost $90 USD and after shipping costs and the $10 duty and tax insurance, it came out to around $130 USD.  It arrived promptly and the item was as described (reading reviews is really helpful).  On the website it states that if it doesn’t fit you, you can ask for their tailor to correct it, but I would rather see someone in real life and pay for it than deal with waiting for Light in the Box.  Also, there have been mixed reviews about that promise, apparently returns are very difficult to do.

Personally it worked out fine for me and I love my dress.  I did have to alter it but I don’t mind doing it in person and paying for it rather than playing Russian roulette with my wedding dress and paying for shipping to go back to them only to tell me that they don’t want to do parking.

Does the Taxes and Duty Insurance Work?

If you pay for duty and tax insurance, Light in the Box will refund the amount that you paid (usually through the shipping company DHL) onto your credit card.  I was wary about this because I had never heard of duty and tax insurance and given their iffy track record, I thought perhaps this was just a scam.  For a $100 USD purchase, I paid about an additional $10 for the duty and tax insurance, in addition to about $20 of shipping cost.  The duty charged was $60 which I had to pay for.  I then created a ticket within Light in the Box and was able to eventually get my $60 refunded onto the credit card that I paid for the item with- this was only because I paid for the $10 duty and tax insurance.

So yes, the duty and tax insurance works!  It takes a bit of time (I think for me about 4-6 weeks) for you to get the money back, but it is indeed credited back to your credit card.

Customer Service

Personally I think the customer service for Light in the Box is a little sketchy, though they did reply to my tickets very promptly.  I never spoke to anyone in person though.  Because the company is based in China, I’m not too sure whether they have someone that helps you from China or from North America.

Readers, have you tried purchasing from Light in the Box?  What did you think?

Article comments

127 comments
Mar says:

Lesson number one: With one dollar, you get one dollar quality and service.
This seems to be very hard to understand. Dont’t use these ”webshops” if you want to be sure what you are really buying.

Dawn Karish says:

What a scam !!!!!! I paid 39.99 ish plus shipping for what I thought was a great pair of boots, the picture was beautiful. When they arrived they looked nothing like the boots in the picture accept for overall general design. Extremely cheap material and cheap looking and the rustic coloring on the surface was missing, the look of the tassles, the cut of the sole area were soooo cheap looking. I hope that the owners of this company get burned big time by some other evil person’s scam. And then put in jail. I wish I had enough sense to read all the tons and tons of negative reviews about this company on several websites before I bought these boots. Now I’m worried I won’t get my refund, judging from other reviews.

Denise Hatter says:

Light in the box is a scam. Upon ordering it says dresses arrives in 5 to 8 days. My order arrived in 27 days. I filed a complaint stating I needed the dresses for a wedding and they made up a story that was a bunch of bullshit. I get the dresses too late for the wedding, they don’t fit and one is horrible quality and they won’t accept a return! Total rip off. I’m filing a claim with the better business bureau.

Zoe says:

Dear Denise,
This is Zoe, customer service supervisor from lightinthebox.com.I am glad to help.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you chosen and the destination of the order.For your case, the 5~ 8 days is the delivery time, and there is still a processing time, The Made To Order Products take longer time than other products,the dressmarkers will make the dress as your size and request from the order was placed.
If the order was overdue to be shipped or delayed in transit,we will take the responsibility, as our return policy, the Made to Order products can not be returned, because it can not be sold to others, but if the dress has qulity issues, we accept the return or exchange request and claim to suppliers.

Could you please kindly tell me the order number?I will follow up your case and help you to resolve the problems.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Theresa Fung says:

September 16, 2020

It has been a nightmare to return the unsatisfactory goods to Light in the Box. From August 24, 2020 until today, the issue cannot be resolved!

I ordered the three piece custom-made pants suite from Light in the Box on August 7, 2020 and received the package through DHL courier service on August 23, 2020. It is the outfits for attending my son’s wedding in October. Once I opened the package I realized the front center pattern of the outside piece (an overcoat) was not symmetrical and unmatched on both side.

After paying total of CAD$382.73, the pants suite (@ CAD$253.99) with shipping (@ CAD$33.73) plus duty (@ CAD$95.01), I was extremely concerned and disappointed. To resolve the problem, I went to consult with local dressmakers. However, there was nothing they can do without extra material. Therefore, I wrote to Customer Service and asked for either a replacement of the overcoat or more material to correct the problem by local dressmaker. I also provide them the estimated charge by the local dressmaker is around CAD$100 that should be paid by Light in the Box.

Here is the long and unending process I went through and still not resolved until today!

1. Customer Service first offer 20%, then 30%, then 70% refund without sending me the replacement nor the extra material.
2. I decided to return the entire pants suite since the problem could not be fixed without extra material. I asked for full refund of Just the pants suite. At this point I lost shipping and duty fees that I paid for at the total of CAD$128.74.
3. Here is the unreasonable part in returning the unsatisfactory goods: Light in the Box refused to provide a prepaid courier label for return package but instructed me to return the pants suite by the cheapest postal and specify the package as a “GIFT”. I was furious about lying to the custom as a “GIFT” (not the unsatisfactory goods). By using the cheapest postal service, it will take months and may even be lost during this endless Covid-19 Pandemic. I wrote to the customer service and made it clear to them that I will not lie to the Custom but will only send the package back by prepaid courier service. This is a fair deal as I paid for the DHL courier for shipping the package to Canada.
4. All I see is Light in the Box is taking advantage of the postal delay or lost during pandemic. This way they will no longer responsible to refund or delay the refund payment for the unsatisfactory goods. I again asked for the prepaid label to return the package as an evidence of proof as the package is guaranteed to arrive their Office within a few days. From my online shopping experience with eBay, Amazon and others, the return-unsatisfactory goods by Courier is a normal practice.
5. To avoid the ongoing stress, I wrote to the 4th staff in their Customer Service for refund of 90% on the purchase price without returning the package although I will not be able to wear it for my son’s wedding.
6. Their offer suddenly dropped from 70% to 40% refund without return of the unsatisfactory goods. That is a shocking insult to settle the issue!
7. Until today (after writing to several staff in the customer service for the 4th week), they did not provide me the prepaid courier label and the issue is still not resolved.

The more I think about it, the stronger I feel I should post my comments and horrific experience with Light in the Box online.
1. I regret to order an expensive pants suite with matching pattern in the front from Light in the Box.
2. I should have an estimate of duty that I need to pay to cross the border before submitting my order online.
3. I should have asked for the detailed return procedure in writing before purchasing the product.
4. From my experience with Light in the Box, I don’t think the pants suite was made to my measurement but altered from the product already exists. It may be the reason they never explain why they cannot send me the extra material for alternation done locally.

My entire experience with Light in the Box is a huge nightmare. This is something I never expect to dealing with a few weeks before the wedding. Without knowing when the nightmare is over, I have to put it aside and focus on the wedding.

Good luck to you if you are planning to submit your online order to Light in the Box!

Zoe says:

Dear Theresa Fung,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
After read your comment, I found there are three problems with this order.
1.The unsatisfactory goods. I am sorry that i can not confirm the problems without pictures for now, i believe you send us the pictures when you contacted with us before.And i will confirm the problems with the supplier to improve and solve this problem when i knew the order number.
2.The expensive shipping cost and he Custom duty. Please note we provide lots of the shipping way, and you can choose the suitable shipping way with different cost and shipping time, the DHL costs more,but indeed it faster delivered.We have “duty insurance” service, if you paid for it, please send us the invoice of the custom fee, we will arrange refund of the custom duty.
3.return request, This is a complicated case, you want ask for the extra material, please understand we need to contact with the supplier, the Made To Order products will be made by expensive and rare material,That’s why the local dressmakers don’t have it, normally the supplier disagree to provide the extra material, i will further contact with the suppliers again if i knew the order number.
Return orders take long time and we can only arrange refund after we receive the return pacakge, as you mentioned, the return package may delay or lost during transit.So we offer other solution: keep the order with partial refund.You might contact us with different ticket which was handled by different staff, so they might miss the other solutions provided by the other staff, you can remind them and accept the better solution, that’s your right.
The return label might have been send to you, because you noted the “gift”, there was a long instructions with the return laber , return address and other tips(such as specify the package as a “GIFT”, it just a tip to faster deliver your package to us and we will arrange the refund to you faster.It is not the enforcement, we respect your willing, you can ignore it.)

I hope i can help you to resolve this “nightmare” as soon as possible, but first could you please tell me the order number?

Thank you for your cooperation in advance, I look forward to hearing your reply soon.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Wilfred Colbert says:

Ordered case for iPhone Xr(10r). It is too small. No address to return to. International phone number. They want account opened with agreement to difficult rules. So I’m stuck with case too small for my iPhone Xr.

Zoe says:

Dear Wilfred,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
I am sorry for the unfit case for XR, we will take full responsibility if we confirmed the pictures of the recieved phone case.
You can contact our customer service dept. via submit a “ticket” in help center of our website, Here is how you can contact customer service: https://www.lightinthebox.com/r/contact-us.html; or you can contact us on Facebook, we will also help you to resolve the problems there. now i will follow your case by my own.

Could you please kindly tell me the order number?Thank you in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Rebecca K. Bernas says:

Purchased a color block shift dress, Color’s of the dress are beautiful!! BUT, instructions say machine wash it is actually DRY Clean Only!! Big difference so will never purchase from this Company again!

Pinni says:

Dear Customer, we do concern of your comment, will you please reply with us your order number? we will check with our product manger for more information regards of Wash on the product. If there is any misleading information on product page, we will take full responsiblity for you.

Cleone Papineau says:

Lol, yes I ordered a surf swim suit and the last size they was an had xl and it came and it was an xs. No one to communicate to refund so I figured it a loss and will never order from them again.

Pinni says:

Dear Customer, this is Pinni, supervisor from light in the box. I wuld like to help.
If you have any difficulties to contact customer service, you can reply me here with your order number and i will check it for you. But i would like to explain about size, due to we ship worldwide so we use our own site chart. The items are made per the size chart on each of the product page. So we do recommend to check the size chart before ordering. But still do not worry, If the items are not fit, the return is also accepted. If you would like to reply here with your order number, i could conduct a ticket for you and you may log in your account and follow the ticket to keep in touch with me.

michael smith says:

They still offer free postage which is not being delivered anywhere in the world. I have 4 parcels sitting in China airport for 7 weeks and still they won’t deliver them or refund my items. DONT USE THEM.

Zoe says:

Dear michael,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
I am so sorry for the delay of the packages, Could you please tell me the order number?I will contact with our logistic department to further check the shipping progress and provide you solutions.

Thank you for your understanding and cooperation.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Christine Helen Helen says:

I have shopped with light in the box since 2012.
Having purchased my wedding dress there are well.. Simply amazing… No alterations, everything was perfect.
I also ordered my Faux für, shoes and tiara from the same. Just love them.
I have noted they off load some stock to Aliexpress and I have also noted that recently as today I felt their prices had gone up considerably.

Zoe says:

Dear Christine,

This is Zoe, Customer Service Supervisor from Lightinthebox.

Thank you for your affirmation of our company,we are trying to provide all our customers better quality products with cheaper price,the same items that come from different suppliers may be of different quality, it’s normal to have different prices,we pay more attention to the quality of our products than prices. Although due to rising raw material costs and inflation, our prices have indeed risen a bit compared to 2012.

You can get discount here, don’t forget to fill the coupon code before payment,
https://www.lightinthebox.com/promotions/endofsummersale_us.html?id=5f32291db00f2209e70f764e&prm=1.1.19.0 If you have any questions, please submit a “ticket” in help center, or leave us a message on Facebook.

Thank you for your understanding.

Sincerely,
Zoe,
Customer Service
Lightinthebox.com

Sincerely,
Zoe,
Customer Service
Lightinthebox.com

Bernadette McDonald says:

I am still waiting on a refund after parcel never arrived and still waiting !!!

Zoe says:

Dear Bernadette,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depend on the shipping way you choosed and the destination of the order. If there are “made to order ” or “presale” products in your order,the processing time will take longer time than other orders,You could see the promised processing time and delivery time before you paid for the order.

You can login your account and check the order progress, if you don’t want to wait for the order, you can submit a”ticket” or leave us a message on Facebook, we will help you to resolve all the problems for you, or Could you please tell me the order number?I will follow up your case, and further check the order progress and provide you solutions to resolve the problems.

Thank you for your cooperation in advance.
Sincerely,
Zoe,
Customer Service
Lightinthebox.com

Darrel Baker says:

My feedback is both on the order and on the site itself.
I made two purchases at the beginning of the corona and following all the downtime at the airport the shipments did not reach me on time and disappeared somewhere along the way but the site did not think twice and credited me the full amount even though the shipment came to me after a few months and gave up sending them back.
This time I made a purchase with heavy concerns but gave a chance, and indeed this time I received the order beautifully packaged and exactly as I expected.
And also received an immediate refund on additional customs duty paid.
They have won a satisfied customer who will continue to purchase from them with great fun.

Zoe says:

Dear Darrel,

Thank you for your feedback, this is Zoe, Customer Service Supervisor from Lightinthebox.

In the begining of the Covid-19, It is affecting all global transportations and speed of customs clearance procedure. as you said, lots of flights has been cancelled or cut down. Besides, although the goods were all handed over to the airline company to arrange the flight, the flight has been limited in capacity and the order is evacuating its seat, which will take unforeseen time.So it did not reach you on time.We sincerely apologize for that situation.We just did what we should do, not only the refund for the delay pacakge but also the custome duty

Now everthing is going well, we will provide you better shopping experience.and We are willing to help all our customers with all kind of problems, if you have any questions with us, please don’t hesitate to contact with us.

Thank you for your support!

Best wishes,
Zoe,
Customer service,
Lightinthebox.com

Adam says:

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.

————

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.

Zoe says:

Dear Adam,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help, We apologize for the previous service in Ticket and Facebook, I will follow your case and help you to resolve all the problems. Please allowed me to explain something to you about the problems you met.

Firstly, The size issues, please understand that we ship our products to over 200 countries and many of them have a completely different size system. so we are not using a national standard size, we are using our own. To prevent customers from ordeing wrong size, usually the details of size are presented in the ‘“Size Chart”’
If you still have size problems, you can submit your questions in “Q&A” with the product ID or link (scroll down to bottom of product page ). We wil help you to find the suitable size for you, and all your questions will be replied within 24hours.

Secondly, we are sorry that the order didn’t hold in time, as you said you submit a ticket to contact us to hold th e order,but you got a reply that the order had been shipped, so we can not hold or change it anymore, it is because our response time for the ticket is 24 hours, when you submit the ticket, the order didn’t shipped yet, but we we saw the ticket, it was shipped, our system can not hold the order when you submit the ticket, We can only manually hold the order, it is our mistake, we will take the responsibility for it, and I will feedback this situation to the related department to imrove it.

And you can contact our customer service with submit a “ticket” and leave us a message on Facebook, we will reply you and help you to resolve all the problems,You did good, but unfortunately, we didn’t provide you suitable solutions, I am sincerely sorry for that, could you please tell me the order number, I will double check the order, and resolve it with greatest effort.

I am looking forward to hearing from you soon.

Regards,
Zoe,
Customer Service
Lightinthebox.com

Pinni says:

Dear J, first we do understand your feeling. As mentioned in artical, the writer she bought VAT duty insurance and get 100% duty fee refunded from us. I am not sure if you bought VAT duty insurance or not. But if you bought VAT insurance on order, we will fully refund it to you. In this case, will you please reply with your order number so i can check it for you. Sincerely Pinni customer service from Light in the box.com

Jemmy bera says:

I do not agree the most comments here, or am i just lucky? My first time purchasing from Light in the Box was a Smart Watch, I expected “okay” quality, however, the quality is far exceeding my expectation! My daughter has one of the “three top brands” and she says mine exceeds the functionality of hers, at one third the price!
Delivery was at least three days earlier than expected, even with the pandemic.

Zoe says:

Dear Jemmy,

Thank you for your review, This is Zoe, Customer Service Supervisor from Lightinthebox. Our company aimed to provide better quality but with lower price products to customers all over the world, we try our best to provide better shopping experience to our customers。
There are indeed a small number of customers who are not satisfied with our products or services. To improve our services and products, We have been trying to find these customers and to learn more about the problems they met, And help them to resolve all the problems.

We are very grateful for you to share your real shopping experience, thank you, and look forward to our better cooperation in the near future.

Sincerely,
Zoe,
Customer Service,
Lightinthebox.com

Jo Gullette says:

I ordered a garment from Light in the Box. It did not fit so I tried to return. They make it impossible to return anything. They don’t send any paperwork with the order,so you don’t have an order no., receipt, etc. No communication… The only way I knew the order was received was when they took the money out of my account.They won’t talk to you except by emaiI, and they keep telling you to put in ticket no’s. that don’t work. They finally tell you it will cost you more than the item is worth to return it. I have a pants suit that was made to fit a giraffe with a tiny waist. It can’t be altered so I lost $177 which included shipment. It’s a scam.

Zoe says:

Dear Jo,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help, I will follow your case and help you to resolve all the problems. Please allowed me to explain something to you about the problems you met.

Firstly, we will email you when the order was placed and the order had been shipped, and also we will stick the invoice with the order number and the product information on the pacakge, Some packages will be delivered by the local logistics company when they arrive locally, and sometimes the package will be replaced, it may be the reason you didn’t see the invoice.

You can contact us by submiting a “ticket” in help center, leave us a message in Facebook or you can contact us via email, but in facebook and in email, we need you to tell us your order number or other information to located the order.

Our customers can return the received products without reason, but we can not afford the return postage for customers’ reason, we can only afford the return postage due to our reason, such as the quality issues, wrong size of the suit.
If you placed order with wrong size, we can not afford the postage, please understand it. But if we shipped to you the wrong size of the suit, we will take full responsibility, Could you please tell me the order number, or the name you used to place the order, I will follow your case, and help you to resolve the problems with greatest effort.

I am looking forward to hearing from you soon.

Regards,
Zoe,
Customer Service
Lightinthebox

Pamela Humphries says:

Hi l have had the same problem l returned an item which cost £37. I could not get a ticket to return it, but l did return it with a note inside to explain l needed a refund, it has been delivered back, but still waiting. Please is there an email address or a phone no in England which l can ring to resolve this?

Cynthia says:

I am SOOOO glad that I saw your review then read ALL the reviews. I will NOT gamble a wedding dress from them. Bummer because the dress is exactly what I want. Oh well THANK YOU EVERYONE. This helped me!!!

Pinni says:

Dear Cynthia, This is Pinni, customer service supervisor from Light in the box.com
I am sad to hear that you will not order dress from us, but it’s really worthy to give us a chance.
Our wedding dresses is one of our best selling category. We are coorperate with best wedding dress factories in China, I bought my wedding dress from our company as well as many of my collegues. If you refer to the reviews on our wedding dresses webpage, you can see other girls shared their buying experiences from us.
All our wedding dresses photos are shoot in our own studio with real products. So you will receive what you had seen on website. Just a little tips, please follow the size chart before ordering as we ship worldwide, we use our size chart. Wish you will have a good shopping expericence with us.

J says:

I am out $206.00 for a dress I never got due to DHL bad customer service. DHL returned my dress to the shipper without advising me of taxes and duties owed and Light in the box wanted to charge me double for re-shipping the item. In the end, I would have paid $102 CAD for shipping and the DHL wanted $68.00 on top of that for a $172.00 dress???

Prompt replies but no resolution nor refund, just passing the buck. DO NOT DEAL WITH DHL (rippoffs) – think twice about Light in the box. Spent over 4 hrs between DHL and the store without resolution, I feel I got scammed.

Lily Moric says:

DON’T BUY FROM HERE.

They false advertise like crazy as the products they send are drastically different from the images on their website. And they refused to comply with complaints and request for refunds, on account of false advertising. They also don’t warn you upon purchase of extra fees you’ll be charged upon delivery.

Pinni says:

Dear Lily, this is Pinni, customer service from Lightinthebox.com
Will you please reply me with your order number and i would like to do the further check for you.
We do stand for the 100% satisfaction from our customers. If products came with any quality issue, we will take full responsibility.

In regards of duty fee, we do state it on checkout page. while you unclick “Add duty & tax insurance to your order”, it is stated why we suggest to add this insurance. I am sorry if you missed this information and chose not to buy VAT duty insurance.

Looking forward to your reply.

Segree says:

scam scam they send the wrong thing scam dont buy from them

Zoe says:

Dear Segree,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sorry that we send you the wrong thing, we will take full responsibility if we confirmed, normally you can contact our customer service with submit a “ticket” and leave us a message on Facebook, we will reply you and help you to resolve all the problems.

I would like to follow your case on my own , could you please tell me the order number or the name you used to place the order? I will further check what caused the problems and then help you resolve all the problems with our greatest effort.and resolve it with greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Pamela Humphries says:

Hi l have had the same problem l returned an item which cost £37. I could not get a ticket to return it, but l did return it with a note inside to explain l needed a refund, it has been delivered back, but still waiting. Please is there an email address or a phone no in England which l can ring to resolve this?

Zoe says:

Dear Pamela,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Could you please login the account which you placed the order,and submit a “ticket” or leave us a message on Facebook, our customer service will help you to reslove the problems directly, Or could you please kindly tell me your order number, I will follow your case by myself.

I’m looking forward to hearing from you soon.
Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Lance says:

I bought 3 swimsuits from them worth $80 i got a email from dhl saying i owe $38 duty or no swimsuits so i paid it then they sent it back to china and kept my duty. I contacted light in box they said we will resend it. Now it comes after 3 months when summer is almost over and now canada post wants duty charges again. So now i paid $76 duty on $80 product never again

Pinni says:

Dear Customer, This is Pinni, customer service from lightinthebox.com. Will you please reply me with your order number. So i can do the further check. If you had paid duty fee and DHL won’t deliver the parcel. We will take full responsibility. I am looking forward to your reply.

M Thomas says:

I would like to buy magnetic toy called magnetic balls and sticks, I ordered some through Amazon, but they refunded my money and I never got the product. I would like to know if your company is legitimate, and I wouldn’t worry about getting ripped off and waiting months for the product to arrive. I trust Amazon and have ordered several items with no problem.

Zoe says:

Dear Thomas,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Don’t be worry, LightInTheBox is a global online retail company that delivers products directly to consumers around the world. Founded in 2007, LightInTheBox has offered customers a convenient way to shop for a wide selection of lifestyle products at attractive prices through http://www.lightinthebox.com, http://www.miniinthebox.com, and other websites, which are available in multiple major languages.

If you have any questions with us, please submit a “ticket” or leave us a message on Facebook, our customer service dept. will help you to resolve all problems.

Best wishes,
Zoe,
Customer Service
Lightinthebox.com

Mike says:

I ordered 4 items ($100.00)with a delivery date of 4-7 business days. I only received a $13.00 item after 2 weeks. An email was sent to me stating the order was completed on July 14th. After filing the dispute with the credit card company, I received 1 more item one month later. The item was not as advertised and I had to make revisions. It is now 2 months since my order was placed and I have yet to receive the remaining items. I would not recommend ever purchasing anything from Light in the Box!

Jo Gullette says:

AMEN! Just wished I read this before I ordered.

Zoe says:

Dear Mike,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I’m sorry that it took such long time for this order, there is a processing time and a delivery time before you received the pacakge, the delivery time is 4~7 business days as you chosen for the order, i’m not sure is there any “made to order ” or “presale” products in your order, these categories will take longer time than otheres, so sometimes we will separate the order into different pacakges.
Although there is a processing time for the products, but it is abnormal for an order take so long, could you please tell me the order number, I will further check the order progress and help you to resolve the problems.

Thank you for your cooperation in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Danielle Boone says:

ZERO STARS. Still waiting two months later.

Zoe says:

Dear Danielle,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sorry that you didn’t receive your order until now, it is very abnormal to take such long time, we will take full responsibility. normally you can contact our customer service with submit a “ticket” and leave us a message on Facebook to check the unusual order progress and track the pacakge.

I would like to follow your case on my own , could you please tell me the order number or the name you used to place the order? I will further check what caused the problems and then help you resolve all the problems with our greatest effort.and resolve it with greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

nevette darden says:

I purchased a pair of shoes and a jumpsuit from them. This purchase was before Covid 19 however, I can say my experience with my purchase was a positive one. Items came in a timely manner and I got the exact items that I wanted per their advertisement. The packaging was a little unique, but never would have guessed it held all purchases wonderfully. I would recommend this company to my friends enthusiastically.

Zoe says:

Dear nevette,

Thank you for your review, This is Zoe, Customer Service Supervisor from Lightinthebox.
We are very grateful for you to share your real shopping experience, thank you, and look forward to our better cooperation in the near future.

If you have any qustions with us, please don’t hesitate to contact with us by submitting a “ticket” in help center, we will help you to resolve all the problems within 24 hours.

Best wishes,
Zoe,
Customer Service,
Lightinthebox.com

tracy chapman says:

If I could leave zero stars I would. I ordered a pair of kids runners in april and still have not recently them today july. Several other packets have arrived which were ordered after this and all were from China. My daughter’s is now 2 sizes bigger and I have contacted them 8 times and each time received the same message back. “Due to covid they are stuck in the mail. ” they will not refund me or anything. According to the tracking they are still in china where they were 4 days after I ordered them. Buyers beware. This is a very poorly managed company. Will take your money and run.

Zoe says:

3 月没收到 +孩子长大了,尺码不对了+csp 自动回复+不退款
Dear tracy,

Thank you for your review, This is Zoe, Customer Service Supervisor from Lightinthebox.

It is very abnormal to take such long time for an order, did you receive the package now?If not,please tell me the order number or the name you used to placed the order, I will arrange a fullr efund or reship a 2 sizes bigger shoes for your daughter.

I’m so sorry for the terrible service before, I will feedback to my manager about it, we will try our best to improve our service quality,thank you for the comment to remind us.

I’m looking forward to hearing from you about the order number, please give us one more chance to help you.

Sincerely,
Zoe,
Customer Service,
Lightinthebox.com

M Rayner says:

When you order 5 items and each one is shipped separately even if two the same and then get hidden charges for taxes and duty of 85% of the original cost its a shock
Nice looking stuff
Beware.

Zoe says:

Dear Rayner,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

We are sorry the order had been separated into different pacakges, we are just want to deliver the order to you as soon as possible.

Sorry for the custome fee, did you pay for the tax insurance when you placed the order as Young did, if so, we will make full refund of the custom fee, you can contact our customer service dept.with submit a “ticket” and leave us a message on Facebook, we will reply you and help you to resolve all the problems.

I would like to follow your case and help you to resolve all the problems, could you please tell me the order number or the name you used to place the order?

Thank you for your cooperation in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

E Janvier says:

They are the worst. I have never experienced such bad customer service. They misled me for 3 months and I ended up having to open a dispute and pay an exorbitant amount of money to send the item back. Will never use again. NEVER.

Zoe says:

Dear Janvier,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
I am sorry that you didn’t satisfiy with our previous service, would you please tell us the order number? I will further check I will further check what caused the problems and then help you resolve all the problems with our greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Phyllis Bonner says:

I ordered jewelry it arrived very popular but not as seen in photos half of a jewerly was broken just wasn’t worth the price, will not recommend this company.

Zoe says:

Dear Phyllis,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sorry for the broken jewerly, it must broken in transit to you, we will take full responsibility for this situation.
Normally you can contact our customer service dept.with submit a “ticket” and leave us a message on Facebook, we will reply you and help you to resolve all the problems.

I would like to follow your case on my own , could you please tell me the order number or the name you used to place the order? I will further check what caused the problems and then help you resolve all the problems with our greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Jo Ann Mahoney says:

They are the worst. I ordered a Mother of the Bride outfit last year for my son’s wedding. The first one was 2 sizes to small and the second was to big. It was supposed to be lilac and it was blue. Was going to cost me more to return them that I paid for them. Never again. I ended up wearing a $60.00 dress from J.C. Penney and looked way better that with either of the outfits I got from this rip off. But they got your money, they don’t care.

Zoe says:

Dear Mahoney,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Please understand that we ship our products to over 200 countries and many of them have a completely different size system. so we are not using a national standard size, we are using our own. usually the details of size are presented in the ‘“Size Chart”’, but sometimes our customers may choose wrong size, so we will reship to customers as compensation, We did not expect the size for the second time is still not suitable, so we will arrange a refund after received the return package, if it was our mistake, we will cover the return postage.

Sincerely apologize for all inconveneince, if there anything I can help , please tell me your order number, I will try my best to help you to resolve all the problems.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

M A R says:

I bought light fixtures from them . Under 200.00 dollars each . They were great . I’m lucky they worked fine . My electrician instinctively knew what todo . The instructions were not clear enough for me to understand but he knew perfectly. It was a fine experience. I don’t recall how long it took for delivery .

Zoe says:

Dear MAR,

Thank you for your review, This is Zoe, Customer Service Supervisor from Lightinthebox. sorry the unclear instruction, I’m glad that your electrician so professionally that well solved the installation problem, you can contact our customer service dept. to get more clear instractions.

We are very grateful for you to share your real shopping experience, thank you, and look forward to our better cooperation in the near future.

Sincerely,
Zoe,
Customer Service,
Lightinthebox.com

Sylvia says:

UNSATISFIED AND VERY DISAPPOINTED WITH THE WAY LightInTheBox has handle my issue with a phone case I purchased on their website. The case was for Galaxy S10, S10plus and S10e, however, when I received the phone case it was smaller than my phone, which is Galaxy S10plus. This made no sense as the description and size was supposed to fit my phone with no issues. I sent a request to have the case exchanged and I was told to send a picture of the phonecase and the barcode, which I did and I never heard back from them again. To make it worst, there’s no phone number for me to reach them to have my issue resolved. I’ve sent numerous request to follow up on what I should do next, in terms of returning the wrong case and for them to sent me the correct one. I even did a review on their website to see if anyone will reach out to me, which they did, to only tell me that I should sent my request to customer service and they’ll get back to me in 24hrs. I responded back to the rep that replied to my review but this rep did not reply to me after that. Its been over a month and at this point, I’m left to assume that I’m stuck with a phonecase that does not fit my phone and I’ll have to purchase another one from elsewhere. I WILL NEVER SHOP ON THIS SITE AGAIN AS MY EXPERIENCE WITH THEIR CUSTOMER SERVICE AND THEIR SERVICING OF THEIR CUSTOMERS AFTER TRANSACTION IS COMPLETE, ONES THEY RECEIVE YOUR PAYMENT, THEY DON’T CARE.

Zoe says:

Dear Sylvia,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sorry that we send you the wrong case, we will take full responsibility if we confirmed, normally we will reply you within 24 hours, I will follow your case now, could you please tell me the order number,i will further check the long response time for your case before, and i will arrange a reshipment to you.

Thank you for your cooperation in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

C.smith says:

Section of resume for whom have not time to read:
01 of juin 2020 we bought for 870$ (include assurance tarif ) 5 items for bathroom
10 juin 187$ another items bought cause they had not one of 5 in stock ( took them 10 days to inform us $
13 juin send us Rewards of 10% for “future purchase “which never gonna happens and shipped the only item we did not took assurance !
18 juin still 4 first items were not send but an email received to informe that Again other items are in rupture of stock ( took them 18 days …)
After 18 days we canceled the transaction and ask for a rembourse but the item that we have to pay 40$ extra for DHL was already send and in transit in US so couldn’t cancel unfortunately

Details :
Right ! our experience with LightInTheBox : this review Concerns Canadian people( for the rest of the world I don’t know , Hope you will be or have been more lucky but for us it was the worst Online Buying experience but hey Good Luck if you folks are not in rush :
Our Invoice Ticket( in case it can helps the management department for futur improvement…):
21150711

>01juin 2020 we order for 870$ of bathroom faucets
>06 juin email received in which light in box confirmed the payments( took them 6 days…)
They needed a photo of credit card + driving Licence something with picture !
>10 juin we receive first email of LightInTheBox: One items out of 5 items is in Rupture of stock so we order a new one
>12 juin still our 4 items were not send ( was suppose to get here 3, 5 days ! We send another email for a fallow up
>13 juin answer : at this time, your order cannot be completed your order is slightly delayed due to unexpected high demand
>16 juin we see that the new item was send with DHL charge of 43.79$ because we didn’t take assurance with LightInTheBox
>18 juin a new email receive from LightInTheBox to inform us that others items are missing and they rembourse us 333.96 CAD , we canceled everything at this point
And then We knew why Amazon is where Amazon is today , Thanks to their management skills , SO to all canadien folks out there Please if you want to have the Worst experience go with LightInTheBox ( 100% guaranty of Terrible online experience ) Thanks Amazon you might not have various items for bathroom faucets but at least you provide efficient and fast delivery and costumer service , Don’t shop my Canadian people with LightInTheBox please don’t

Greg Stump says:

Thank you for this. I just drafted my story and submitted to this website (July 30, 2020) and hope it gets posted. Your story (from Canada) is similar to mine (from the U.S.). Whereas I do see some positive comments from people living in European countries, it appears many people who live in the U.S. or Canada are having similar problems. Light in the Box may be ok to purchase cheap products such as t-shirts and such, but for high dollar products, forget about it. I did see a comment from a Russian citizen who complained that the same light I purchased should have been sold for 1/2 the price…the build quality is simply terrible (all plastic except the junction box)! Thanks for your post and exposing this horrible company…Light in the Box is a scam…don’t fall for it.

Zoe says:

Dear Greg,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.Sorry for the unsatisfied shopping experience, we attach great importance to your feedback.

We have zero tolerance for the quality of our products. We will take full responsibility. I believe that the Russian customer has also received our compensation . Could you please tell me your order number and I will follow up your case. Then we will claim to our suppliers and improve the quality of our products, we might change the suppliers, If you have any questions when you shopping on our website, you can contact our customer service department. We will do our best to help you solve all problems.

I’m looking forward to following up your case, could you please tell me the order number?

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Zoe says:

Dear Smith,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I read your comment and I’m sincerely sorry for what happened to your order, It’s no exaggeration to say that all order abnormalities happen to this order together.

1) The payment reviewing, for the safty of the account, our financial department will carefully review every order. If a new customer placed the firest order which over $500, the financial department will contact you to confirm the order. Only after receiving your confirmation reply, we will start to process the order.Thank you for the Ticket ID, I found the unual order, our finance department conatct with you on 2nd Jun, don’t konw why you received it until 6th Jun.
2)cancel due to out of shock,The two items in your order were cancelled due to lack of stock. Because the demand for these two items was too high, the suppliers could not complete all orders in time. We tried to find other suppliers, but the new suppliers can not meet our quality requirements or greatly increased product price, we had to cancel the order for these two products. It indeed took some time. the refund of the 2 items CAD 153.29 and CAD 333.96 was returned to your account which you paid for the order on 11st and 18st Jun.The refund were not for missed product, but for out of shock, We sincerely apologize to you.
3)43.79$ custome duty, as our policy, we can not afford all the custom duty without the duty insurance, but we specially make the refunds for both pacakges’ custome fee had been sent to your bank account on 28th Jun, which you used to pay for this order.

If you still have any questions with the order, please reply this message, I will try my best to help you.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Lynn Seritt says:

Yes, but to date have not received the goods and when doing a tracking search, they say that” this is the final status” when tracking goes to “Handed over to airline”. Have been waiting and waiting for over a month for this item to arrive. Don’t know if I will ever receive it….too bad, as their clothing items are phenomenal and I’d like to be able to order some but won’t as I had one other experience…..where I did receive the item three months later and it didn’t fit, so took it to a Thrift store rather than go through their convoluted return procedures. Don’t order date sensitive items as you’re not likely to get them in time. They state 3-5 days delivery….that’s certainly not true.

Zoe says:

Dear Lynn,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I don’t know if you have received your package. If not, please tell me your order number and I will arrange a full refund or reissue for you.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depend on the shipping way you choosed and the destination of the order.

In any case, I am sorry that your package was delayed, and sometimes the tracking information of some logistics companies will not be updated in time.

If you have any other questions, you can submit a ticket in help center, or leave us a message on Facebook, or you can reply me here, we will try our best to help you to resolve all the problems.

Regards,
Zoe
Customer Service
Lightinthebox

Vince B says:

3 months in and nothing ! complaint after 2 months all they did for me was mark my order as received. Has NOT been received ! Complete rip off. DON’T use these A holes.

Zoe says:

Dear Vince,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Could you please tell me the order number, if you didn’t receive package, but the tracking online shows it had been delivered, there might be 2 possibilities, one is the pacakge was arrived in Post office, they will contact with you to pick up the package. the other is the pacakge was delivered, but other people picked it up by mistake or it was lost in transit.
In this situation,We will ask you to check the delivery status of the parcel with the local post office, and confirm with your family and neighbors that you have taken this parcel by mistake,if still nothing found, we wil take full responsibility, arrange a full refund or a reshipment to you.

Please tell me the order number, I will check the previous communication with our colleague,if he or she didn’t provide you the suitable solution, we will have a talk.Please give us a change to make you up, it is your right.

I’m looking forward to helping you to resolve the problem.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Joan Clayton says:

Where was this blog when I’d needed it? I realize that the founders/owners aren’t American, but I try not to discriminate. I decided to place a clothing order with Light In The Box back in March’2020. After waiting for 30 days with no tracking information, I opened a dispute with PayPal. Light In The Box finally provided tracking info, shipped from China. I never order clothing from China! It’s been 60 days now and still no package. I’m livid! If I’ll ever receive it I’m certain that it’ll be a bait and switch (poorly made duplicates). Having seen such terrible reviews, why are they still in business? We Americans need to take charge, binding together, to keep crooks like these from doing business in our country. They obviously think very poorly of us, to continue to treat us this way.

Zoe says:

Dear Joan,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.We are also very grateful to the blogger for providing us with such a platform so that we can solve your problems for you.

Did you receive the pacakge now?Did you satisfied with the products?Did you conatct with us your problems before?I will follow up your case and help you to resolve all the problems.

When you placed the order, the Covid-19 is affecting all global transportations and speed of customs clearance procedure. Lots of flights has been cancelled or cut down. Besides, although your goods were all handed over to the airline company to arrange the flight, the flight has been limited in capacity and your order is evacuating its seat, which will take unforeseen time.In addition, the last mile delivery would be processed by your local post office and they are also facing huge package volume from oversea. They are working incredibly hard, whilst adhering to physical distancing rules, to get through the large volumes of parcels. sincerely apologize for the delayed package.

We have zero tolerance for quality problems, we will take all responsibilities, and will claim to our suppliers, improve product quality, and may even change suppliers.

If you have not receive your package or have any questions with the pacakge, please tell me the order number, I will try my best to help you to resolve all the problems.Thank you for your cooperation in advance!

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

David Bender says:

I made a purchase on May 8th. On May 9th got an email saying it has shipped from Whittier, CA. On May 12th the tracking update says in transit. It is now the 26th and still have not received. Whittier is only 200 miles from the delivery location. This was a birthday present for my wife, birthday was on the 15th. Very disappointed, I may never see the product. This seller is a rip off!

Zoe says:

Dear David,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Did you receive the pacakge now?Did you satisfy with the products?I’m sorry that it missed your wife’s birthday.

Could you please tell me the order number, I will contact with the logistic deaprtment to claim to the local logistic company.And we will take the responsibility when we confirmed the situation.If you have any questions when you shopping on oue website, please conatct our customer service dept. by submitting a ticket in help center or leave us a message on Facebook.

Thank you for your feedback and cooperation.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Peterkirgan says:

Firstly they took my money then tried to follow up my item to no availability! Record shows that I haven’t purchased anything from them!!! So it looks like I done$23 on an invisible watch??? Never thought I’d be fleeced by a bunch of nogs!!!! So beware!!! These Charlie’s are definitely true scammers!!!!!

Zoe says:

Dear Peterkirgan,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help,If you paid, but you didn’t see the order in “My order” it might because you login the wrong account.

please make sure that you login the same account as the account you made the order, we can accept google account, facebook account, email, phone number and even the PayPal account. You might palced the order by Paypal account, but login by the email account. Do you know the order number, or could you give me more information to find the order?Such as the name that you used to place the order. Proof of the transaction.I can help you to find the order for you.

Thank you for your feedback and cooperation.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Kimberly Campbell says:

Hello
I have purchased items ion march 7 it’s now may 8 and I’m still waiting for my items talked to customer service they just blow you off . Telling you it should take 3 months but there sure says 10 to 18 days shipping . If I would have known this I would never have ordered from them . Customer is just like a robot they just say the same things over and they don’t even understand the problem. Never will I order from this place again . Spent 100 my as well sat that’s a right off . Be very surprised if I receive my items or a full refund . They try and make you settle for the shipping dollars which is nothing compared to what you spend .

Zoe says:

Dear Kimberly,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

In March, the Covid-19 is affecting all global transportations and speed of customs clearance procedure. Lots of flights has been cancelled or cut down. Besides, although your goods were all handed over to the airline company to arrange the flight, nowadays the flight has been limited in capacity and your order is evacuating its seat, which will take unforeseen time.

In addition, the last mile delivery will be processed by your local post office and they are also facing huge package volume from oversea. They are working incredibly hard, whilst adhering to physical distancing rules, to get through the large volumes of parcels. so the shipping time was extended.

Could you please tell me the order number,I will check the order for you , if you have any questions with the order, I will follow it myself and provide you solutions.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Steve says:

Although I like to think the best of people and organizations, my experience with Light In The Box on what was my first order was absolutely terrible. Order placed on 4/2 and was supposed to arrive in 3-5 business days because I paid for expedited shipping. The product didn’t ship until 4/14 and the tracking feature didn’t work and the package was never received by the shipper, and after another 10 days of waiting I filed my first complaint to which they responded that I could use the tracking information to get an updated on my shipment – WTF! Sent follow up communications on 5/5, 5/6, 5/7, and 5/8 and have received no responses – again WTF! I have requested a credit and am not hopeful. My advice is be very aware that you’ll potentially have the same experience that I have had, obviously will never ever order anything from this wen site again!!!!!! They are crooks!

Zoe says:

Dear Steve,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sincerely apologize for such unhappy shopping experience, please allowed me to explain for this situation.

1)Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you choosen and the destination of the order.
2)From 2nd Apr. to 14th Apr. was the processing time, but it was a litter longer than other orders, was there a “presale” or a “made to order” product?
3)Sometime the tracking information wouldn’t update in time, We have feedback with the logistics company to improve it.
3)How did you contact with our customer service dept.?If you submitted a “ticket ” you will receive the reply within 24 hours, please check if you missed the message or not.

Did you receive the pacakge now? Did you satisfied with the products, if you have any questions, please tell me the order number, I will follow up your case and help you to resolve all problems.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Meriel Galloway says:

This is the second time I have ordered from Light in The Box. The first time was for a wig cap for a theatre production. I ordered it two months before the play was due to start, and it arrived after the play had already finished. This time I ordered two pairs of shoes for my daughter’s wedding. I ordered them in mid-January, and they have still not arrive as of May 8th. My daughter’s wedding was last week so I don’t need them now, but would like to get my money back. They have apparently been ‘in transit’ for two months but still have not left China! DO NOT use this company!!!
BTYW: I ordered my Mother-of-The-Bride dress from JJ’s House (also online store from CHina) for $147 USD and it was exquisite, arrived in two weeks, and fit beautifully. Much better choice!!

Zoe says:

Dear Meriel,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.I am sincerely sorry for the both orders, most of our pacakges had been delivered in time, Our company take responsibility for the delayed pacakges, did you contact with our customer service dept.?If you contacted with us, we would provide you the suitable solutions for you.

If you have any questions with the both order, please tell me the order number, I will help you to resolve all problems with our greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Eddie Williams says:

Light in the box sucks they didn’t ship my order or give me a full refund of my money for two masks.I ordered on April 17th i had to tell them im calling my Lawyer in order to get my full refund of $23.18 back on my card.They tried to give me 10% of my refund of $8.23 now thats Crazy.I just got my refund back April 30th because they said i would have to wait 7-25 days on my refund.

Zoe says:

Dear Eddie,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you choosen and the destination of the order.

Did you ignore the processing time and our customer service explained to you and offered you 10% of the product price to keep the order?You don’t have to call your lawyer, you just need to tell us you insisted on canceling the order, we would cancel the order and arranged the refund at once. Different bank take different time to return the refund to your account, so we provided the maxim period 7~25 days, but normally it will take 1~3 days.

If you have any questions, please submit a ticket or leave us a message to us, We will help you to resolve all the problems.You can also tell me about your question, I will follow up your case my own.

Thank you for your cooperation in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Thomas says:

Took my money ok but didn’t receive my goods…ran by two crooks in Beijing selling knocked off goods…

Zoe says:

Dear Thomas,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you chosen and the destination of the order.

You can login your account and check your order progress anytime, and submit a ticket to contact with our customer service for help, did you satisfied with the products?If you have any qustions with the package, please tell me the order number, i will try my best to help you to resolve all the problem.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Thomas says:

Took my money ok but didn’t receive my goods…ran by two crooks in Beijing selling knocked off goods…stay away from them

J Harris says:

I ordered two face masks and disposable gloves and two other small items . l was charged and paid Twenty -nine dollars . Plus over Ten dollars for shipping . I never received my order , and it has been over 5 weeks . I tried to reach them and it seems impossible . I will never order from them again I will Let everyone know they are scammers . Glad I only spend $40.00.

Zoe says:

Dear Harris,
This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
We have lots of shipping way cost different price, you can choose any one you want, and we have “free shipping” on our website, you can check the sprcific details on our website.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you chosen and the destination of the order.You can track the order by login the account, if you have any questions, you can contact with our customer service dept. by submitting a “ticket”.

In March and April, The Covid-19 is affecting all global transportations and speed of customs clearance procedure. Lots of flights has been cancelled or cut down. the shipping time was extended,I’m sincerely sorry for that situation.

If you have any questions with the order, please tell me the order number, I will try my best to help you.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Mike k says:

Ordered lights for my game room, 2 sets . They were better than I thought they would be. Took 2 weeks had no problems. I will order more from them.

Zoe says:

Dear Mike,

This is Zoe, Customer Service Supervisor from Lightinthebox. We are very grateful for you to share your real shopping experience, thank you, and look forward to provide you better products and service in the near future.

Sincerely,
Zoe,
Customer Service,
Lightinthebox.com

Eunice says:

This company is very unreliable! I purchased something from them with expedited shipping and never received it. Also no one replied to my complaint ticket.

Zoe says:

Dear Eunice,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Did you receive the package now? Did you satisfy with the products? We need to resolve all the tickets within 24 hours, so your complaint ticket must be replied, could you please login your account and check it?

If you have any questions with our company, we are very appriciate for your advice,and we will feedback to the related department and make an improve.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Beryl Byas says:

Horrible service regarding items ordered for protection during pandemic. Money collected by company and orders are listed as canceled, still processing and pending and no funds have been returned to my account. Extremely horrible service.

Zoe says:

Dear Beryl,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Did you receive the order? please understand at that time,For Pandemic prevention products, Those prevention products are in short supply all over the world. We are trying our best to rush the processing of the order and ship them out as soon as possible. But if don’t want to wait for the order, you can submit a ticket to contact our customer service, we could cancel the order and make you the refund.
Sincerely apologize for the unhappy shopping experience, if you have any question with the order or our company, please tell me, I will help you to resolve all the problems.
Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Steven says:

This company is absolutely dishonest.
This company is absolutely dishonest. I would not recommend buying anything from them. If you have having trouble with them, I would urge you to do what I did: Contest the charges with your bank or credit card provider and file a complaint with the police.

Here is the story:
I purchased a lamp, which was delivered in a damaged state. The company systematically put up road blocks to my returning the item and receiving a refund. Finally after a month, they said that I could send the item back to China for a refund. However, to do so I would need to state on the customs declaration that the package was a gift. The reason for this is that they do not want to pay customs taxes. In essence, they were requiring me to commit fraud in order to receive a refund. That is clearly illegal.

Here is what I did:
I contested the charge with my bank and credit card provider so that the money would be refunded. I also reported the company’s demand that I commit fraud to the German police and the European tax authorities. I am still awaiting the results, but the bank assured me that I would receive a refund for the charges.

Zoe says:

Dear Steven,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

As our policy, if you received the damaged products, we will take the full responsiblity, and we will provide you the solution within 24 hours after we confimed the damaged products, but I’m not sure why you received the reply after a month.
You have the right to not write the “gift” on the package, we respect your decision, We just want to ensure that your package can be returned smoothly,and get your refund faster.

If you have any questions with our company, please contact with us, we will try our best to help you.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Phyllis J Wrightwest says:

Yes, and I had a terrible terrible experience. I am in the process of trying to get my refund. The boots, dress and jewelry I ordered were of poor quality, late shipping, even though I ordered and paid for expiditited shipping. They had the audacity to tell me to sell the things I ordered it give it to friends. I am still trying to get my refund. I will never order from lightinthe box again. I also ordered jewelry and I just received I bracrlet from dec 16 after promising 3 to 5 day delivery time. Customer service is a fraud. Dont order from this company.

Zoe says:

Dear Phyllis,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Did you receive the refund?We have zero tolerance for quality problems, we will take all responsibilities, and claim to our suppliers,ask them to improve product quality, and may even change suppliers.
I’m so sorry that we provided your the unsuitable solutions, it is our mistake, could you please tell me the order number, i will talk with the staff who handled this case, to improve the service quality.
Please note there is a processing time and a delivery time(3~5 days), you can track your order when you login th e account.

Please give me your order number, I will further check the order and improve the service quality for you.Thank you for your feedback.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Vicky Lynn Brame says:

I ordered 40$ worth of t-shirts on Dec 11 2019.. the money was taken out of my account! But I still have not received the shirts!! I have emailed them 3 times!!! Ridiculous!!!!

Zoe says:

Dear Vicky,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time depends on the shipping way you chosen and the destination of the order.You can track the order by login the account.

We are sorry that you didn’t get our reply in email, because our official contact way is the “ticket” in help center, you will receive the reply within 24 hours when you submitted the ticket.

If you have any questions with the order, please tell me the order number, I will try my best to help you.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Jan sutheeland says:

OMG, I orderedtheir 3D shirts for presents….they came,in all the wrong sizes. I ordered large got XL, 2xl , 3xl and 1 large. The print on the shirt was NOT,3d…im not gonna even try foe a refund. Buyer beware

Zoe says:

Dear Jan,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.

I am sorry that we send you the wrong size, we will take full responsibility if we confirmed, As the print of the shirt, I believed the staff who help you resolved the problems will feedback to the suppliers to improve it, The 3D t-shirts are very popular in this summer, if you have any questions, please contact us, we will help you to resolve all the problems.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Sam says:

Well I just ordered a coat last night. I hope and pray it arrives correct and with no problems. I was hesitant to order and after reading these post I’m very worried.

Zoe says:

Dear Sam,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.Did you receive the coat? did it all good?If you have any questions, you can contact with us by submitting a”ticket” or leave us the message on Facebook, we will help you to resolve all the problems.

If you have any questions with the order, please tell me the order number, i will help you to resolve all the probelms with our greatest effort.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Mike says:

My purchases were made on the 3rd of Dec thinking plenty of time for x-mas well as it turned out 2 days before x-mas it arrived and everything was the wrong size and as was stated customer service was next to none, they offered a $10 credit. Wasn’t impressed with them at all I guess it’s all a gamble anyhow

Zoe says:

Dear Mike,

This is Zoe, This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
I am sorry that we send you the wrong size, we are not using a national standard size, we are using our own. This is because we ship to over 200 countries and many of them have a completely different size system.But to prevent customers from ordeing wrong size, usually the details of size are presented in the ‘“Size Chart”’, and if you can not sure which size will be suitable to you, you can submit your questions in “Q&A”, we will help you.

If we send the wrong size to you or the size chart was wrong , we will take the full responsibility.If you have any questions, please contact with us.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Susan Harringtonhoward says:

Ordered shoes with expedited shipping – 5-7 days – ordered July 3 – not received till July 15th. Their response was the order was processed on July 8th – so it met the shipping criteria. What happened between July 3 and July 8th? Not received in time for event, too small, and not as appeared in picture – EXTREMELY poor quality. To return I have to pay to ship them back to china – overall cost for what amounts to $5.00 quality shoes – would be over $60. Not certain they are even fit for a charitable donation!
Don’t order from there – BUY US!

Zoe says:

Dear Susan,
This is Zoe, Customer Service Supervisor from Lightinthebox.

Please note that the date of receipt of the package corresponds to a processing time added to a delivery time. The processing time will be shown when you put the product in the cart, The delivery time (5-7 days ) depends on the shipping way you chosen and the destination of the order.You can track the order by login the account, if you have any questions, you can contact with our customer service dept. by submitting a “ticket”.
Between July 3 and July 8th it was a processing time, we need prepare the order and deliver it to the warehouse of the logistic company.

We will take full responsibility for the poor quality and the wrong size, we will pay for the return postage, did the problem resolved?Could you please tell me the order number,I will follow your case by myself.

Thank you for your cooperation in advance.

Best Regards,
Zoe,
Customer Service
Lightinthebox.com

Bruce Preston says:

June 2019 we order 2 shower faucet sets for our ensuite reno. We are having oil rubbed bronze light fixtures and door knobs in the master siute.
The “light in a box” shower fixtures were described as oil rubbed bronze, butvthe picture looked like black. But we trusted the wording more that the photo. when it came to Canada weeks later the color was not oil rubbed bronze but black. with amazon we could have returned it since it was not he color that was stated. Light in the box will refund the cost but not he shipping. Canada post told us it would be about $200 shipping and take a few months to get there. That would probably put us past the possible refund time. So we are reselling the shower parts. The quality seems good but the color is not as stated. They claim its oil rubbed bronze in a black color.???? to me and from all the looking i have done oil rubbed bronze is not black.

WE WILL NBEVER BUY ANYTHING FROM LIGHT IN THE BOX AGAIN.

Zoe says:

Dear Bruce,

This is Zoe, Customer Service Supervisor from Lightinthebox. I am glad to help.
Please understand different monitors may have some color difference. We take full responsibility for the quallity issues, the wrong items, but if the difference colors was due to the different monitors, we can not afford the return postage for you, if you contact with our customer service dept. again, they would provide you the other better solutions.

We are sorry that you didn’t want to shopping with us, it is our lose, if there anything we can do for you, please reply me, i will try my best to help you.

Best Wishes,
Zoe,
Customer Service
Lightinthebox.com

Nick says:

Nothing fit. I would have had to order a XXXL to fit me. In what universe is a guy who buys large shirts in Canada a XXXL. This place is a rip off. DO NOT ORDER FROM THEM

Leonard G. Flett says:

BUYER BEWARE! I ordered a pair of shoes from this company for which I paid almost $50 on December 6, 2017. I was advised it would arrive by January 3, 2018 at the latest. When I did not receive my order by that date, I sent a note to their “customer service”. They replied for me to be patient. By the end of January, I began demanding a refund. They stopped responding to my enquiries. This business is a total SCAM. I wish I had found this comment site before ordering from them.

Candy P says:

I ordered an outfit for my sons wedding, it showed up however the size of the shirt was totally incorrect, it was way to small, now they want me to pay to ship it back, when it is their error.. I can wear the pants, and jacket, however the whole set is incomplete….terrible..and I paid a fair dollar for the outfit. terrible customer service, the responses seem to be automated, and that they don’t really read them…I am very frustrated….plus I had to pay 71.07 for extra duty at the door, in which they did refund me that, but the top will be on a ongoing issue.

Jane says:

I have ordered and rec’d two ‘Mother of the Bride” type dresses from LITB. I was very pleased with both. (For the price I paid) These are NOT $5K designer gowns, I am not a size 0 model.
I would order again. Both were well made and of a color I expected. I am tall and these gowns were plenty long. There was one hitch. I asked customer service to recommend a shawl which would match one of the dresses, and I ordered exactly what they said……not even close. They offered to refund the $8 item if I would ship it back ($15 – um no). I believe I rec’d fair value, and would order again. My sister also pleased with her purchase……her friend, upon her recommendation……train-wreck I’m told.

Kim McAnuff says:

Ordered several items on October 15, 2017, I paid via PayPal which left my account on October 17, 2017 Shipping time frame said 10-20 days. Apparently, it shipped October 23, 2017. As of today, I have yet to receive these items! This is now 49 days from order date & 42 days from apparent shipping date. I submitted a “ticket” to customer service for explanation (which said someone would get back to me within 48 hours) no one has responded to me yet! I am extremely disappointed, I will never order from this company in the future & most certainly would not recommend ordering from them!

Manolis Georgatsos says:

Very good variety of MADE-IN-CHINA products at discounted prices, BUT there are so many issues.The first (and obviously last) item I ordered arrived after 4 WEEKS and LightInTheBox charged me 35 EUR FOR CUSTOMS CHARGES which is ridiculous. A serious company listed on a stock exchange should know and cover all delivery-tax-customs expenses. I definitely do not recommend this website. Stay away

Jennifer Frederiksen says:

My order was processed, payment taken and said shipped to my PO Box. A week later to find out that they “Tried to ship but there was issues with the PO Box, so my order was sent back to them. So my only options are reorder and pay for 3 times the shipping or cancel my order and only pay for the first shipping attempt and the second shipping back to them. So that is $54 paid for an order i will never see! TERRIBLE COMPANY!! DO NOT ORDER FROM LIGHT IN THE BOX!!!!!

Muhammad says:

I placed an order two play station 4 hand-free and never received it, after several email back and forth with customer services no solution, very unprofessional in practical. I told them I no more need item and refund me but they still told me to wait another 30 days 🙁

Ravi says:

Yes , this is not at all fair company .I ordered fitness band and payed for expidated shipping, but I item did not turn up , when complaint raised, their response is , item shipped by postal srvice and will take month time,I will never order

Patricia Lopez says:

I found this article which describes step by step my experience. I wish I had seen it before but when I looked for reviews to decide whether I should order from this site I never found any bad review till now. To say I feel 100% identified it’s an understatement. It all makes sense now- Light in the Box pays to hide all these reviews because now that I am looking I’ve found thousands of bad experiences. Read this article, it is worth a look: it is called ….thebalance/review-of-light-in-the-box-online-store-3515587.

*NOTE: the system does not allow me to add the above page but if you add 3w at the start and after ‘thebalance’ you add .com you will be able to read the article .

note:
I have not received my parcel (60 days have passed)
They want to force the cost of returning items on me even though I cancelled the order before shipping in multiple emails for unjustified delay (20 days)
the returning will cost 4 times more than what I spent ($88 USD)
They respond in 24 hrs but nothing that is useful (they try to delay they process so the time frame to dispute the transaction is over and you end up stuck with something that you do not need)

Malko Linge says:

Terrible experience overall. They claimed the 2 spinners for my son where shipped 2 months ago and of course nothing appeared in the mail but credit card was debited within 12h. Customer service is just an automated reply whenever you ask a question. Bottom line: 100% scam

Teresa A. D'Agostino says:

My preliminary belief was that my original order would be shipped from Canada as the info on the website was not clear. I paid for expedited shipping 3-4 days and still after three weeks have not received my order. Got a call that said I would have to pay an additional $35 for duties and taxes. When the order gets here, I’m not accepting it. I have entered several tickets in an attempt to have customer service contact me, but their response is always the same old script, like it has been generated from a manual. There is no phone number or online chat where you can call or speak to a person in real time. Their information about shipping and delivery is a scam. The costs are exorbitant and the effort required to “recover” the duties and additional taxes are all BS. I will never use this site again and will do everything I can to dissuade others from using it.

Charlotte says:

I will never oder from this company again worse company ever. Orded 3 iteams and my package showed up and ups said i had to pay an extra 35 dollars after i already payed shipping and insurance. Like really so i sent the items back. Waiting on money back. But pretty sure i got ripped off. Like what company has no phone number to contact them.. I should of read reviews. Never again..

im trying to purchase shoes that I like. I put it in the cart, but then decided to delete one. I could not so I tried to call customer service. Also to understand the shipping. No phone numbers. I’m a little skeptical when you cannot speak to someone. Also shipping is $14.00. I thought the shoes were nice but I can’t deal with this terrible service. Nothing seems to work on the site. Im trying to edit or delete. They look like they have a nice selection, but not worth the aggrivation.

Mike says:

Ordered 6 pairs of shoes from them for groomsmen. Order went through fine. 2 days later received an email stating 1 of the shoe sizes was out of stock. Changed the shoe size and they then proceeded to inform us it would not be included in the original order and would have to pay separate shipping. We paid extra for expedited (3-4 day) shipping already and are going on 2 weeks now and still have not received any product or have received any answers to any messages we have sent them. Their customer service is an absolute joke. Will never order product from them again

CV says:

Ordered 2 shirts from this site…one was a fit..the other not so much. Tried contacting their customer service..no respsonse yet after 25 days. After 3 wash, the other shirt also shrank. Poor quality …low prices. Not worth it overall.