Light In The Box Customer Service Issues

Hello, I am reaching out to you hoping you will forward this email to the appropriate department. I am a regular customer of LITB, which shows that I appreciate the website. However, recently I have experienced incredibly poor treatment from the staff. Here are the details: In October, there were promotions with SUPER SALES. In good faith, I made multiple purchases (see attached photos). However, the MAJORITY was CANCELLED abruptly by LITB within a few days to 3 weeks (!!) after payment... For some orders, even after packaging! In essence, there are two reasons given: - Out of stock (which I disagree with because for the orders this applies to, the stockout happened several days later, for some even after the displayed shipping date!) - System error... and the affected orders are automatically cancelled, with a new price proposed - tripled! - Some post-sale tickets are closed abruptly, and there is no way to contact them on the subject anymore. I contacted Customer Service to assert my rights under the contract between the seller who sells at a specified price and the buyer who pays it, which implies the seller sending the order as agreed... sorting out internal issues, if any, without affecting the customer! I suggested, among other things, replacing the products from the affected orders with equivalents or similar ones... I even provided references... However, my efforts were in vain, as I only received generic emails in response, either with apologies, saying there is nothing to be done as a refund is planned/done, or claiming they cannot do anything... I hereby lodge a complaint with the relevant authorities at LITB for the lack of consideration and the violation of my rights as a customer! I have been faced with accomplished facts..., without my purchase..., for those still in stock, I have to repay at double or triple the price..., and if I retrieve my money via PayPal (held for 2-3 weeks per transaction), I will incur additional processing and exchange fees... Therefore, I respectfully request that you forward my letter to the appropriate department. Thank you for taking the time to read my message and for the attention you will give to my complaint. D Ganeva 2 attachments

Hello, my name is Ms. Ebony Carlton from New York City. I sent two money orders to purchase items. The first order was for a brown faux fur and red lingerie worth a total of $30. The second money order was for $[redacted] for a white faux fur coat and a white leather coat in size extra large (2X). I sent these to [redacted] Fenimore St, Brooklyn, NY [redacted] and to [redacted] Grand Concourse Blvd, Box [redacted], Bronx, NY [redacted]. I sent the money in September, but in October, I have not received my orders or heard back from Light in the Box. I have tried contacting them through text and mail with no response. I have left messages on the available number but haven't received any response. I am requesting either my money orders to be returned or to receive my items promptly. Thank you.

Today was a bit hectic for me. I found the perfect shoes for my Company Holiday Party, scheduled for Dec. 8th, but realized I made errors in my orders. Firstly, I mistakenly chose the wrong heel height and had to cancel that order. Then I thought I had selected the incorrect shipping speed, so I attempted to reach out to amend it. Concerned it would take too long, I canceled that order and placed a new one with Expedited Express Shipping. Sadly, I then noticed the new order would only SHIP on December 8th, while the cheaper shipping offered to ship by November 30th. I urgently need these shoes before December 8th. If that's not viable, I may reconsider my purchase. I am willing to pay extra for expedited shipping to receive the shoes on time. Apologies for the confusion caused by my multiple order changes. Your assistance in resolving this would be greatly appreciated.

Order Date: October 01, [redacted] Order Number: [redacted][redacted] Order Total: $[redacted].32 I returned the outfit with the provided RMA number visible on the package but have not received a refund. Please process my refund promptly. It is frustrating not to have my money back after returning your product. I plan to report this to the Better Business Bureau if my issue is not resolved. Customer service should be a priority, and it's disappointing to feel let down. I will share my experience on social media to highlight this situation. Thank you for addressing this matter promptly. Best, S.J.

I am requesting a refund for an order I placed weeks ago for lights for my party that never arrived. Despite being home all day and night on November 24th, as confirmed by the attempted delivery message, I never received any notification or package. I urgently need a refund as the lights are no longer needed since my party has already passed. I am not interested in picking up the package from FedEx as I believe the error lies with your company. If this issue is not resolved promptly, I will have to leave a negative review and possibly take further action. Please process my refund as soon as possible.

I have not received my order from Light in the Box. Even though my Ticket number is [redacted]2, order number is [redacted]7, and tracking number is [redacted]16, the website does not show any order on file for me. I have already been charged for the items on my bank statement. Despite receiving a shipment confirmation email, the shipping address provided is incorrect; the correct address is [redacted] Business Park Dr, Amarillo, TX [redacted]. I need assistance in locating my package and determining its estimated arrival date. The website is not providing me with any helpful information, even though I have all the necessary order and shipping details. Kindly contact me via email to resolve this issue promptly. Thank you.

I purchased a 1920s Gatsby dress from your store on 11/28/[redacted] with the expectation it would be delivered within 4-5 business days (Order #[redacted]5). Unfortunately, the FedEx tracking number (#[redacted]30) indicates the package won't arrive until 12/10/[redacted], missing the 20s themed birthday party on 12/08/[redacted]. I spoke to FedEx about expediting the international delivery, but they mentioned it requires the seller to request it. This would allow me to receive the package by 12/06/[redacted] in time for the event. As a first-time customer, it would greatly be appreciated if you could assist with this matter promptly. Thank you, I am looking forward to your response. - L.T.

Order: [redacted]9 I need to exchange my items due to receiving incorrect sizes. I ordered a Large and an Extra-Extra-Large, but the sizes are completely off. Issue 1 - The Large is more suitable for a cat, not my Labrador. Issue 2 - The XXL would only fit a small Yorkshire terrier, definitely not my large dog. Please provide return labels so I can send the items back for the correct sizes as advertised. If that's not possible, please send return labels for a full refund.

I placed an order for dinosaur pajamas and slippers on November 25th. Initially, I did not receive confirmation, so I placed a second order yesterday, which was confirmed today. However, upon checking my credit card statement, I see that I was charged $32.15 for the first order that I never received. I need assistance in sorting this out promptly. I believe the second order should be canceled and refunded, while I anticipate receiving the first order soon. Thank you for your help! If needed, you can reach me at [redacted]. Thank you.

On May 12, [redacted], I placed an order for (2) 3-in-1 bike panniers priced at £42.32 each with code #[redacted]5. I was charged for both panniers, shipping, tax, and insurance totaling £99.55. I received an email confirming the order of 2 panniers. On June 12, [redacted], I got an email stating that one pannier was dispatched, but the other one has not been sent out yet. I've received 2 emails mentioning an issue with my order, specifically related to the grey pannier. I am very frustrated with this situation, especially since the items are intended as gifts. Adding to my disappointment, after the additional costs of shipping, tax, and insurance, DHL is requesting another £20 from me. Despite sending 3 messages, I have not received any responses from customer service in the past 2 days. I am considering giving this company a negative rating online and detailing the various problems I have encountered.

I bought a pair of dinosaur pajamas and slippers online on 11/28/18. I didn't receive any confirmation, so I thought my order didn't go through. I ended up ordering the same items again recently. However, upon checking my credit card statement, I saw that my first order from 11/28/18 was actually processed, even though I never received it. Now I have two orders placed. I'd like the second order to be canceled, a refund issued to my credit card, and I'm hoping my original order will be here soon. Please investigate this and contact me by phone or email with updates. Thank you.

I have experienced an issue with my recent order where the goods were not delivered to my address nor my name. After contacting SF Express, I was informed that the tracking number provided does not match the description or delivery information I provided. Despite sending multiple messages to LightInTheBox explaining the situation, I have only received automated responses and no resolution. This has left me feeling frustrated and disappointed. Thank you for shopping with us. Your order was shipped via SF-Express on [redacted]-11-27 with tracking number [redacted]84. However, the tracking information indicates that the package was delivered on [redacted]-11-29, which is not accurate in my case. I urge LightInTheBox to address this issue promptly.

Hello, my name is David Narvaez, and my phone number is [redacted]. I reside at [redacted] NE 24th Avenue, Pompano Beach, FL [redacted]. I have placed several orders recently, but I realized the sizes might be different, as I thought they were American sizes. I ordered a dress in size large, but after some research, I learned that for American sizes, I should go up by two sizes. I placed an order today and another one last night, both in large sizes, which I believe need to be changed to match American sizes. The fur coat order seems fine, but can you please review my account and adjust the sizes accordingly for those that should be two sizes larger? These are Christmas gifts, and I hope you can locate my account using my phone number [redacted] and address information. Thank you!

I purchased wedding shoes for my future daughter-in-law on October 31st with Order No. [redacted][redacted] and Ticket No. [redacted]6. Due to an authorization issue, I ended up ordering a second pair which also arrived. I returned the second pair promptly over two weeks ago and have been patiently waiting for my £20.24p refund since. I had to pay additional customs fees of over £11 and postage and packaging costs of over £15, which the refund will barely cover. I accidentally closed the ticket system but would like it reopened as the issue remains unresolved. I am puzzled by the delay in receiving my refund.

In September [redacted], I purchased two wigs but returned them immediately due to the incorrect color. I requested a refund, but to date, I have not received it. My ticket was closed on November 30th, preventing me from contacting customer service. I have the USPS tracking information for the returned wigs. Unfortunately, this company's customer service has been disappointing, and there is no local phone number available. I am urging for my refund of $74.97 to be processed as the wigs were returned in perfect condition. Assistance in retrieving my refund would be greatly appreciated, especially since my account has been closed, making it challenging to reach customer service.

I am facing a serious issue with my order. Despite paying for expedited express service, the website now indicates it will only ship on Saturday the 22nd, jeopardizing my need for the product by 12/27/18. I attempted to update the shipping address to Carolyn Dancy, C/O Econolodge, [redacted] Hwy 73, Port Arthur, TX [redacted], but encountered a problem with the website. I urgently need guidance on ensuring my order reaches me on time as I will be traveling. Please assist me as there seems to be no direct contact option available. If the item arrives by the 22nd, it can remain at the current address; otherwise, it must be shipped elsewhere. Your prompt attention to this matter is greatly appreciated. Thank you.

Subject: Payment Confirmation for Order #[redacted]3 from LightInTheBox.com Dear Fatma B., We are writing to inform you that we have received your payment for Order No. #[redacted]3, and the processing of your order is currently underway. Once your items have been packed, they will be promptly shipped to you. You can track the status of your order at any time and feel free to reach out to us if you have any payment-related inquiries. Thank you for shopping with us! Best regards, LightInTheBox.com Team Order No.: #[redacted]3 Payment Method: Credit or Debit Card Shipping Information: - Name: Fatma B. - Address: Luiklaan, 30, 30, Gent, Gent - Shipping Method: Postal Service - Tracking Ordered Items: 1. Women's G-strings & Thongs Panties - Lace up, Solid Colored Mid Waist 2. Women's Super Sexy Ultra Sexy Panties Solid Colored 3. Women's Blouse - Solid Colored Bow Stand / Sheer Subtotal (3 items): EUR €19.45 Shipping Charges & Insurance: EUR €7.03 Grand Total: EUR €26.48 For any assistance, feel free to check our Frequently Asked Questions or reach out to our Customer Service. We hope you enjoy your purchases! Sincerely, LightInTheBox.com Team

I ordered hair three weeks ago and paid $20 for the package to arrive in 3-5 business days. However, it's been three weeks now and I still haven't received anything. When I track the item, it still shows as processing and hasn't even been sent to my state. This situation is frustrating, and the customer service is lacking. I am considering taking legal action with my attorney against this company. There is no valid explanation for my package being delayed, especially since there was no mention of holiday delays in the terms. I have little hope my package will arrive. It's disappointing to see fake advertising and I'm not alone in being upset with this company. This issue needs to be addressed properly.

I recently purchased a camera drone and a set of magnet beads. I received a confirmation email stating that my order had been shipped. Unfortunately, I deleted the email and lost the tracking number. The order never arrived, and I am eager to either receive the package promptly or have it replaced with free overnight shipping due to the mishandling of my original order. I have tried logging into my account on your website using my email address "Andreas" and password, but I keep receiving an "incorrect" message. Even after requesting a new password, I am unable to access my account successfully. Additionally, when attempting to contact customer service, I was informed that my phone number was also incorrect. The lack of communication and assistance is frustrating, especially considering this purchase was intended to be a gift for my child from Santa. Please address this issue promptly as I am anxiously awaiting resolution.

I am experiencing an issue with my recent order. On the website, my order shows six turtlenecks in various colors, but the email confirmation only lists them in one color, wine. This was meant to be a New Year's gift from my mom, so I am quite frustrated by this discrepancy. Please reach out to me promptly to clarify the correct order that will be shipped to me in Japan. If I do not receive confirmation by January 2nd, I will have to cancel the order. Resolving this matter is crucial due to the shipping distance, and I want to avoid any complications. Thank you for your assistance. Sincerely, T.S.