Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some scrubs from FIGS late April, 2025. I was sent the wrong order. I started contacting them on 5/9/2025 about the issue. I only heard back from them June 3 despite 3 automated e-mails stating they would get back to be in 2-3 days. They only responded after I disputed the charge. They offered to replace or refund if I dropped my dispute. My bank shows the dispute was dropped and they are refusing to refund me until it shows overturned in their system despite being their mistake. I have proof I have been charged and the charges are back on my account. They have still refused to refund me as it is not overturned in their internal system. The request for help was ******* My initial order number was

  Business Response

  Date: 07/02/2025

  Hi Bridget, 
   
  My sincerest apologies for the frustration caused here. As we recently discussed over the phone, we're happy to make an exception here and send over a gift card for the amount of your order plus an additional amount on us, as a courtesy gesture. That gift card has been sent via email. 
   
  In the future, we won't be able to action orders with chargebacks until we see them drop on our end, but I can also assure you that in the future, you will not have to wait such an unacceptable amount of time to hear back from us. 
   
  My apologies again for the back and forth. I'm happy to help with anything else you might encounter, or answer any other questions you might have. Here for you! 
   
  Kenzy 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23520078, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bridget Nestor

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my first 3 scrub pairs from FIGS about 1.5 months ago. I LOVED them! Fit was great and the colors were fantastic. So I ordered FOUR more using the EXACT style just different color options offered from the same site. Keep in mind EACH pair of scrubs is over $100. When I received my order every set fit completely differently and was too tight in areas that the same style just 2 weeks before fit perfectly from my first order! Costing as much as they do, one expects product consistency. Apparently this is a thing with figs! When I contact customer support they offer some half-hearted explanation that fit may be different from customer feedback - OF THE SAME STYLE?????? I thought that's what different styles were for??!!! They only offered 15% off another order for me to spend MORE money, not knowing if I'll get something that fits. NO THANK YOU! So I'm out $400 but I'll never buy through them again. Other customers should be warned about the inconsistency on their products made overseas that they will be charged $$$ for with no product guarantee.

  Business Response

  Date: 06/11/2025

  Hi *******, 
  
  I'm so sorry I wasn't able to reach you this week! 
  
  No worries, I'd still love to help here. As our apologies for the size inconsistency you experienced with your order, I was able to help with a refund as a one-time exception. In the future, we won't be able to process refunds on Final Sale items. 
  
  Fortunately, I was able to refund your purchase in full, and you'll receive confirmation of the refund shortly via email. 
  
  I'd be more than happy to reach out again via phone call if there's anything else that you need assistance with. I'm here to help with whatever you need! 
  
  I hope you're having a wonderful day, and you continue to have a great week ?? 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 6th and may 16th 2025.Collab that figs has backed out of and has not refunded my money after asking them by email. They have also not answered my comments on venmo asking back the refund either. 68 dollars for shipping and 100 dollars for an ID badge for the ambassador/influencer program.

  Business Response

  Date: 06/05/2025

  Hi *****, 
   
  I am so sorry to say, but the emails pictured in your screenshots did not come from our company. Based on the gmail email domain, it seems that this came from a scammer impersonating our company. FIGS will never ask you for money unless you are knowingly purchasing a FIGS product through ****************************. 
   
  My sincerest apologies that this occurred, I understand how frustrating and disappointing this must be. I want to help out where I can, and I've reached out via email to send a $100 FIGS gift card to hopefully brighten your day. Please respond to that email and we will send that over ASAP. 

  We'll also be working with the appropriate teams to report this impersonator, and we thank you for bringing this to our attention. 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed Order #******** from Figs during a sale for items for my cousin and I. We were unsure of the sizing that we need since it's our first order from Figs. I returned the entire order because the sizing was way off and did not match the sizing chart whatsoever which was very frustrating. The return tracking shows delivered on May 21 and they confirmed it was received on May 21. The Figs return policy states:REFUNDS AND EXCHANGES Once your items are returned, you will receive a notification of your refund, store credit, or new order.Refunds will be issued once we have received your returned item(s). Please note that credit card refunds may take up to 10 business days for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers.This is very misleading and blatantly going against the return policy which states that refunds will be issued once you have received the returned items. Upon contact Figs advised me that it may be 3-4 weeks for the return to process. This is an absolutely ridiculous timeframe that is not listed anywhere on the Figs site. This is especially ridiculous because there are no physical stores so customers cannot try items on in person and cannot do in person returns. If there is even the slightest chance a return will take 3-4 weeks after delivery then that should absolutely be advised on the website return policy. I would like Figs to honor their return policy and refund me, I do not have 3-4 weeks to waste on this. If I am not refunded then I will be forced to open a dispute with my bank.

  Business Response

  Date: 05/29/2025

  Hi there! 

  My sincerest apologies for any frustration caused. Please note that our return policy is designed to ensure that every customer has a fair and positive shopping experience, and we reserve the right to refuse a refund/exchange for any items that may be missing or received in poor condition. This policy is in place to maintain the quality of our products and to keep our prices fair for all customers. As a result, some returns are subject to physical review and cannot be processed until the review is complete. Sometimes, this may take up to 4 weeks from the date the return is received at our warehouse. We truly appreciate your patience and understanding with this moving forward, as we are unable to make the above accommodation in the future.

  While the physical review of return order ******** has not yet been completed, weve gone ahead and issued the refund early as a one-time exception. Depending on your financial institution, the refund may take 5-10 business days to post to your account. Keep in mind, we may not be able to make this exception in the future, and we thank you for your patience. 

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a FIGS x Eko CORE 500 Digital Stethoscope, a $500 medical-grade device, directly from FIGS. Immediately upon arrival, the earpiece was defectiveproducing only static and unusable audio. This made the product completely nonfunctional for its intended clinical use.I followed all proper steps: contacted Eko support, who referred me to FIGS due to the product being a FIGS exclusive. On May 5, I submitted a detailed support request to FIGS, including a full breakdown of the issue, confirmation of troubleshooting steps, and all supporting documentation (invoice, product photos, and usage evidence). I followed up again on May 15, after receiving no response. It is now May 19, and FIGS has gone completely silent.This is unacceptable behavior from a company that markets directly to healthcare professionals. Selling a defective medical toolthen ignoring warranty requests for over two weeksputs students, clinicians, and patients at risk. I am demanding a replacement earpiece or a full refund under their stated two-year warranty.If this continues to be ignored, I will escalate further and advise peers in the medical community to steer clear of FIGS hardware partnerships in the future. I am requesting: 1) Replacement of the defective earpiece under warranty 2) Or full refund if replacement is not possible 3) Written acknowledgment and apology for the delay

  Business Response

  Date: 05/29/2025

  Hi Meena, 

  Hi Mena, 
   
  I'm so sorry for the delay, we're working hard to respond to all of our customer inquiries in the order in which they reached out. We appreciate your patience during this time.  
   
  I would be more than happy to look into this further and see what I can do to help! I wasn't able to track down your order using the information provided. Unfortunately it seems the order number displayed in the screenshot may contain a typo as it is the order number for a completely different order in our database. 
   
  Can you please send over any of the following information you have access to?
   
  -The email address with which you placed the order
  -A picture of the packing slip included in your order
  -The tracking number for the order (can be found on the package itself, or via the "track order" link in your order history.

  
  Thank you so much in advance, I'm looking forward to helping you further!

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered scrubs, incorrect item sent and no response from company

  Business Response

  Date: 04/28/2025

  Hi ****, 
  
  Thanks so much for letting us know, my sincerest apologies that this top was embroidered on the incorrect side! Thank you for your patience in waiting for our response - we're doing our best to ensure all customers are responded to in the order they reached out in. 
  
  I've got you covered, and have already replaced the top, on us! You should receive a confirmation shortly via email. 
  
  

• Initial Complaint

  Date:04/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned two parcels back to figs. I used my own prepaid labels. For the past 2 weeks ive been trying to get into contact with a supervisor but non have reached out. Tired of waiting. Both parcels have been successfully delivered. I will put the tracking numbers and order number below.

  Business Response

  Date: 04/28/2025

  Hi ********, 
  
  My sincerest apologies for the delay! Due to the high value nature of this order, and as no return was requested through our returns portal, this return took a bit longer than usual to process. 
  
  Your refund has been processed and you should receive it within the next 7-10 business days. Your refund confirmation email should be sent shortly. 

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number:#******** Order Date:2025-02-15 15:39:54.Item was initially shipped and misdelivered to me. A neighbor had brought the packages to my house after countlessly trying to reach out to figs with no support. Nonetheless, the package was submitted for a return and I was given a label by customer service on March 4, of 2025. The label included a tracking number **************** which was being returned to EPOST Global at *************************************************************************************. Based on this link provided, the package was sucessfully returned to the merchant on March 6 of 2025: **********************************************************************************. The *** sent to me also included a return commercial invoice that was signed by me and put into the return package. Upon follow up with the merchant, I was informed that the package I sent was delivered, yet my refund has never been processed. This is nearly 15 business days now which is unacceptable for a company. Furthermore, someone from the FIGS Customer Protection team emailed me and had the audacity to tell me that my return was "returned to sender" and that it was delivered back to me. They provided me with this link: ***************************************** which clearly has to do nothing with my return because my tracking on Canada Post shows it was delivered. They have told me that the returns need to be checked back in the ************* because it is a large amount of items, yet they can't even tell me what company is handling the return after *********** had delivered it back to them. Please process my return and I will not be returning back.

  Business Response

  Date: 04/01/2025

  Hi there, 

  Due to the value of this return as well as this package being previously claimed as lost, we won't be able to send a refund until we have received the items. However, we are happy to fully refund the return once it has been verified at our warehouse. 

  Additionally, we are communicating with the carrier to understand the tracking information and ensure that the package is of expected weight and on its way to us, so that we can expedite the process. Thank you for your patience while that shipment processes. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23119518
  
  I am rejecting this response because: 
  The label you provided me to return the package has been delivered back to you weeks ago on March  6, 2025. If we are waiting for the package to be delivered and scanned in the *************, why did you give me a label that only goes to *********** in *******, ******? At the Canadian warehouse, it should have been already confirmed before it was sent out again to *****************. You have also failed to inform me of who is handling the return after leaving ******. Your company has left me unaware of my return status. In regards to missing package, it is important that your use signature confirmation to ensure it is delivered to the correct household.  I partially received the order and the remaining contents of the package were returned back to me by someone who received the package elsewhere. That alone was already unacceptable. Please expedite my refund and reach out to your Canadian warehouse to confirm you received the shipment. What your company chooses to do with my return after it has been delivered to you is out of my control and I shouldn't be held responsible for your decision to bring the package around the world after I already completed the necessary steps on my end. 

  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/14/2025

  Hi there, 

  As your return has not yet been effectively delivered according to final mile carrier EPG - ***************************************** - generally we are not able to process returns ahead of time. 

  However, as this package appears to potentially be lost in transit, I've refunded you in full. In the future, we might not be able to make similar exceptions. 

  Please let us know if there are any outstanding concerns. 

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it was a disappointing experience to say the least.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this High Pile Espresso Bomber with embroidery back in October 2024. The embroidery was put in the wrong spot and it's not even visible. The jacket is an embarrassment to wear and I seek a full refund as the cost was $120 + $14 embroidery + tax. I disputed with my bank who also is unreasonably difficult to reach and closed my dispute as they only file all or nothing - although I just want the jacket refunded, not the entire order. I continue to call customer service and get told the "chargeback is still open on our end" and even with proof my bank closed it, no one will help or speak with me. No one connects me to their manager, conveniently. At this point, I don't know what else to do or why this is so difficult.

  Business Response

  Date: 03/25/2025

  Hi there, 

  We're so sorry for any frustration caused by this chargeback taking a while to reach resolution, and thank you so much for your patience. 

  While we aren't able to refund an order during an open investigation, fortunately this chargeback was finally resolved. We've refunded you for the jacket and embroidery fee, and you should receive confirmation via email shortly. 

  We are happy to help via ********************************* if there's anything else you need!

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  cancel complaint. My issue was FINALLY resolved. Thanks.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Figs for their dismissive and unhelpful customer service regarding a missing package. My order was marked as delivered, yet I never received it. When I contacted Figs, I was told Id receive an update within 23 business days. Instead, I got a response within an hour that ignored my concerns and denied any assistance without investigation.Figs claims to have proof of delivery, yet the only evidence provided was a generic PDF stating the package was deliveredwithout any actual proof. There was no signature, no photo, and no confirmation that I personally received it. My order required a signature, and I never waived that requirement. If a signature was necessary, why was the package left without one? Why am I being held responsible when no proof of receipt exists?Despite multiple follow-ups, my questions were ignored. I reached out again, only to be dismissed. Instead of offering a solution or even acknowledging my concerns, a representative named ******** refused to provide assistance. It is frustrating and unacceptable that a company of this size refuses to take responsibility for a lost package, placing the burden entirely on the customer. I was left with no recourse and no support from Figs, whose customer service showed a complete lack of care or accountability.What is the point of customer service if they refuse to help? The lack of professionalism, empathy, and responsibility displayed by Figs is unacceptable. I have never encountered such resistance from a company when trying to resolve a valid issue. If this is how they treat paying customers, I will never support ******************** again and will actively discourage others from doing so.I have attached the so-called proof of delivery document, which lacks any evidence that I received my package. I urge the Better Business Bureau to review this matter and take appropriate action, as no company should be allowed to operate with such disregard for their customers.

  Business Response

  Date: 03/18/2025

  I'm pleased to report we've resolved this issue with the customer. Due to the complaint's characteristics, we asked for a police report to be filed for the stolen package before actioning. Fortunately, we were able to refund the order in full once this report was filed. The customer has been refunded for the lost order, and the complaint resolved. 

  Customer Answer

  Date: 03/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****