In one of my previous post Lightinthebox Review, I’ve talked about the major pros of the online store Light In The Box. To be impartial, I think it a necessity to reveal what I know about the cons of the company.
Like all other Chinese international online shops, Light In The Box has a number of unfavorable reviews and ratings at Google or other search engines. To better finish my job of summarizing the major shortcomings of Lightinthebox.com, I read dozens of pages of search results for topics like “Lightinthebox complaints”, “Lightinthebox scam”, “Lightinthebox negative reviews” and “Lightinthebox bad reviews”. It is time-consuming but I find it totally worth my effort as now I can share with my readers something more valuable.
Based on my research, claims about Lightinthebox scam mainly point to fields of customer service, product quality and return & exchange policies. I completely understand that when people encounter an unpleasant shopping experience with Light In The Box, they feel it an urge to find a way to vent and posting bad reviews on the web is definitely an easy way. Anyway, some customers choose to spread the negative words about Light In The Box simply because they want to warn others not to trade with the shop. Also, by doing so some others hope their opinions will come to the attention of someone who works in Light In The Box to provide a better solution to their problems than responding by nothing but “Sorry for the trouble.”
As I know, Light In The Box does provide prompt customer service. Pay attention! I said “prompt service”, not “helpful service”. It is true that Light In The Box customer service responds any request within 24 hours. That is why I define Light In The Box customer service as being prompt. Nevertheless, according to some customer reviews of Light In The Box, the customer support offered by Light In The Box is not satisfactory.
In most cases, complaints against customer service provided by Lightinthebox come out because people shift the blames of not having their problems well solved to the poor customer service department. This is, from my personal view of point, quite unfair. According to my knowledge, the service people in most Chinese companies are paid little money and trained to handle customer requests in a formatted way. So when you fail to have your problem resolved in a way you prefer, don’t blame these people, especially don’t mention the specific names of certain service representatives. After all, it is not their fault; they just take care of the issues based on their policies.
Of course, if someone does treat you rudely or unprofessionally, you can file a complaint against the person to the leader of the service department. As a matter of fact, I can hardly find any unhappy reviews that claim the customer service people at Light In The Box are impolite or rude. Besides, I test chatted with some customer support representatives there and I really think they are at least quite professional if not that good.
As for product quality complaints, most are quite similar if not exactly the same. Overall, people rave about the designs and sewing and tailoring of the Lightinthebox dresses or its other fashion products while some feel disappointed at the fabrics used. On the one hand, some customers are happy to find that the dresses they purchased from Light In The Box are awesome in quality for the prices. On the other hand, some others claimed that the dresses they received are made of cheap polyester fabrics instead of the advertised material. In the case that what you get is not as described, you are encouraged to ask Light In The Box for a full or partial refund by submitting relevant evidence, e.g. photo, video, etc.
If they, as some people said, do not take your issue seriously, keep complaining till your case finally comes to their attention and gets a perfect solution. Posting your unhappy experience with Light In The Box on other sites usually works well as the service department of the company checks the popular social forums or communities for topics related to their products and services on a daily base. And more importantly, I noticed that they respond to the complaints positively.
Some buyers rated the return and exchange policies of Lightinthebox as “unfair” or “unfriendly”. For instance, a few customers are upset about the limited time frame Light In The Box allows to cancel or return an order. In some cases, their customer representatives may provide a so-called “compromising” solution to a problem you encounter there. For instance, when you get a wrong sized dress and it is totally their fault, they may offer to give you a partial refund instead of a return for a full refund. Anyway, if you insist that you want to return it for a full refund, they will take the action based on your request, and of course, based on their return policies first.
I took a really close look at the Returns & Exchanges page on Lightinthebox.com and, to be frank, I personally think they have clearly indicated their policies. Note that their return and exchange policies may vary from different products. To avoid any dispute, do remember to read carefully the policies before you order an item there.