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:01/30/2025

  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 took part in the return a pair of scrubs and receive a $50 credit. The credit was sent and valid thru Sept 2024, I attempted to use the code mid September and the code wouldnt work. I called the customer helpline the next day and I was told that the code was no longer valid. Even though I argued my point that the email said the code was valid thru Sept the agent was very unhelpful, at one point she audibly said Urgh. I asked for my complaint to be escalated to a manger but on one ever bothered to return my call. Im a big fan of Figs but their customer service is very below par.

  Business Response

  Date: 03/03/2025

  We appreciate you sharing your experience, we will always do the best we can to make sure you are taken care of as we also value your feedback. We've attempted to reach the email provided ************************* but it has not beens successful. We also provided a replacement $50 code in the form of a GC that expires on Dec 31st, '25. Please respond here with the best email to reach you.

• Initial Complaint

  Date:12/26/2024

  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.

  I returned my order and did not receive my return. I called and they told me because it was a large order it would take 4-6 weeks for it to be confirmed by hand. I called again 4 weeks later and was told that the person on the phone couldn't tell me about my return. They also couldn't find anyone who could tell me about my return. I was told I would get a call back in 1 hour. The next day I get an email saying that my return has been processed but they didn't receive 4 of the items (the most expensive ones of course) and were not issuing a full refund. I absolutely returned all items. I call and I can not get anyone on the phone to help me. They basically stole my money.

  Business Response

  Date: 03/03/2025

  Our team confirmed that the return initiated had 4 items missing and 2 arrived damaged from the return in question with this complaint. This is why it took longer than usual and also due to the  customer immediately initiated a chargeback on the entire order, even the items that we had already refunded her for. At this time, we have decided to end the business relationship. 
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22719018
  
  I am rejecting this response because: I did not immediately initiate a charge back. I called and emailed multiple times trying to find out why my refund was not issued first and was not able to get anyone on the phone. I was told over and over again that I needed to talk to a supervisor but that one was not available and I would receive a call back. Each time instead of a call back I would get a generic email. I sent the return on 11/18/2024 and did not initiate a charge back until January 2025. I absolutely returned all items except for one (which I did not list as returned). All items were returned in perfect condition. I tried them on and when they did not fit properly, I put them back in the bag they came in and then put in the box. Additionally, this is the first time I am hearing that something was damaged. My email that I recieved said that the items were missing. I returned all items that were listed in the return. The lack of being able to talk to someone on the phone about this matter despite calling many times has been incredibly frustrating. The business says they provide easy returns but this has not been easy and I was charged for hundreds of dollars of merchandise that I returned. 

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

• Initial Complaint

  Date:12/17/2024

  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.

  I ordered yellow scrubs from this company in November. They sell out of these colors fast. I have been waiting for over two years after missing the previous yellow drop. I ordered in November and paid extra to have them embroidered,. I received an order confirmation and shipping label was created. Over a month goes by and they have a major sale including this color, which I didnt buy because I thought I already had reserved my pair. I emailed the company to see when I may be expecting these in the mail, in response I was told they were lost and that they needed to confirm my address and they would replace my order. I confirmed my address and asked them to replace the order. A week later they email me back telling me they are out of the color and can only replace on another color. I didnt order another color I ordered yellow and they have had the money for well over a month. They sent me a refund but I honestly feel like that isnt enough of a response after waiting for two years for this color. I would still pay them for the scrubs. They owe me one pair of yellow mean scrubs I dont think that is too much after such aloof irresponsible customer service. How can they put the color on sale when they have already sold one of those pair. Technically did they sell my scrubs out from under me? I get it maybe was a mistake but it wasnt my mistake. Its not life or death its a stupid problem Im just really tired of irresponsible businesses.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your experience with us and we sincerely apologize it did not meet your expectations. Upon review we see the order was lost in transit so we refunded on 12/13/24. In addition to the refund which we provided earlier, our team also provided a store credit for the price of an additional scrub set.

• Initial Complaint

  Date:12/12/2024

  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.

  I have been out of the country for a number of months and I just got back received multiple packages. I had two pairs of leggings that I wear for work but did not fit. I contacted the company to return or exchange them and they refused. I think that that is completely preposterous. The leggings have not been used and are something that I monetarily paid for and I would like to be able to Utilize a product I ordered and I now cannot. The company was very cold and very rude and they did not offer anything or robotic answer back.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out with this details of your experience, we apologize it was not the one you expected. Upon review, we see our team refunded the customer in full for the leggings (orer ********* on 12/18/24
  

• Initial Complaint

  Date:11/25/2024

  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.

  10/28/2024 at 1905 PM order placed for scrubs for $195.15 11/19/2024 at 1542 PM order returned via Happy Returns at drop off location, two separate refunds issued for $126.49 and $68.66 11/19/2024 - company contacted to notify that bank account had been closed from which order was placed, requested refund be sent to new payment method, company stated *********** had funds 11/20/2024 - bank contacted and confirmed funds sent back to FIGS company after unsuccessful refund, sent proof of return of unsuccessful refund via email to FIGS company 11/21-11/25 - Continued to contact FIGS customer service, ********************** continuing to say they have no funds to give back and that it is the banks fault that I have not received my funds 11/25/2024 - went to bank in person, banker called help line for bank for confirmation that funds not at bank, sent email containing proof of unsuccessful refund as well as stating bank did not have funds and FIGS company had funds returned to them 11/26/2024 - FIGS continuing to not release or reissue refund, still have not received refund, stating they will close the complaint because there is nothing they can do, bank again contacting FIGS company stating they do not have refund

  Business Response

  Date: 03/03/2025

  We apologize to hear that Happy Returns was not a great experience. Rest assured we're here to help. We will connect with you and make sure we can route the necessary funds over to you. Please reach out with the best time to connect on a call and we'll get to the resolution together. Thank you again!

  Business Response

  Date: 03/05/2025

  complaint needed a check issued and as of yesterday, we have confirmation that this is being issued by our finance team.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22604584
  
  I am pending this response in lieu of receiving a check from the business at this time. It is not a rejection of the effort, which is greatly appreciated. While I appreciate the response and am waiting on the funds from the business which may take a while via mail. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/18/2025

  This complaint has been resolved on our behalf, as a physical check for a full refund has been sent to this customer by mail. We cannot action further, as the check has already been mailed to the customer. We are happy to help with any other inquiries through email at ************************************************************* 

  Customer Answer

  Date: 03/28/2025

   
  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. I appreciate the work that was done and actions taken to correct the situation and am thankful for the support of the company throughout this process. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/25/2024

  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.

  This is my 2nd complaint to this company. Figs has not reached out regarding the scrubs that I own that smell like a dead rat mixed with sewer water. I am attempting to reach out to someone employed at figs. No response. I have send numerous emails. No response

  Business Response

  Date: 03/03/2025

  We're sorry to hear that your experience has not been great. After looking, we were not able to find any reach outs from this customer about this issue, and the most recent contacts were from 2020. Additionally, she hasn't purchased FIGS since Jan 2023. Gave this customer a call, but the call dropped twice rather than being sent to voicemail, we also emailed a follow up, no response yet.

• Initial Complaint

  Date:11/20/2024

  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.

  googled Black Friday FIGS. clicked on coupon and was at figs website. Shopping for my two girls in girls 18. I put things in cart checked my coupon, it worked. items were half off. I spent 4+ hours working on my order for my two girls. I am on disabled due to my brain injury and things are not easy or fast for me. But this WAS a special gift. This coupon made it reachable and I worked really hard on it. I had 12 items totally $257.00 with my promo code. I went to put in my debit card information went to check out or place order jumped to $514! If I wouldnt seen that, I would have had overdrafts in my account. last 4+ hours, it worked. my brain injury I check things over and over to make sure. Thank goodness. I called customer service and they said that they have no control over promos. They then said its probably an affiliate site and linked me to figs account? I asked what that meant and said you can use your 15%. I tried telling him he should honor it. I spent all day and I looked to make sure it was good. Im on comfort care and k wouldnt have used half a day on this for FIGS to try and rip me off at checkout. I would not have worked on this all day i this was no calls while I was checking it. This is false advertising. She transferred me to the manager, *****. He said he cant do anything. The best he can do is 15% off and said he was sorry he understands. He understands. I told him about five times he doesnt understand he not counting down his days. Stop with it already. This is shameful to advertise incorrectly, not available to find on website for exceptions. I tried and expressed this to him. This is shameful and stressful to getting to the point of being scammed by a company my girls love. Hard to believe you dont put out promo codes. ended the conversation due to stress and I politely told him I cant go round for round anymore. I just was in the ** for seizures, bye. He said ok, have a good night!

  Business Response

  Date: 03/03/2025

  Sorry to hear that your experience was not the FIGS experience. When reviewed, our team refunded this customer 20% off the order on 11/29/24. Then on 12/11/25, the customer also received a refund for some out of stock items in the order. For the inconvenience we have applied a refund to the customer of 50% off their remaining order amount, and informed them via email.

• Initial Complaint

  Date:11/04/2024

  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 have reached out to Figs multiple times, climbing up the chain of command. Sending the CEO an email and not one response. Over the years, I've purchased thousands of dollars worth of Figs wear, uniforms. I've noticed a smell to each piece (not the very very first pairs that Figs launched, these don't smell -- they have a draw string at the bottom of the pant's and were one of the first pairs that Figs sold. I have one pair and those are perfectly ********, the newer pairs stink. They skink so bad they give off a mold, sewer, dead rat smell. The smell is so bad that my patients have even told me that I stink. This is unacceptable and the production of these uniforms need to be investigated. What solution or chemical are you using in these uniforms? Is one question in many of my un-answered emails. No response.I would like to return every single piece of Figs that I own. I do not want them, I will not donate them because I am not going to be responsible of another persons skin touching these things. I will continue to advocate for myself and others. I have attached over 90 messages on a message board of the same complaint. That is not even all of people complaining. Should Figs not be willing to refund my money for every single piece of Figs wear that I own, I will have no other option but to file a compliant starting with the newspaper, radio stations and news channels. If this does not help, I will file a court case with signatures of all people in the same position as myself.Figs has given some people refunds, only a handful per messages that I've read and collected. Figs continues to ignore the rest of us while racking in thousands of dollars of hard earned money, with no clear explanation to the odor that thousands are incurring.Thank you!***** ***

  Business Response

  Date: 02/27/2025

  Thank you for bringing this one to our attention. While we always are happy to support with inquiries for orders placed within 60 days from purchase, and we are unable to accommodate replacements or refunds for these orders placed years prior. We sincerely apologize for that. We certainly thank you for your consideration and for giving FIGS an opportunity to serve you. 

• Initial Complaint

  Date:10/03/2024

  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 have returned an order I made over 2 and a half weeks ago, and FIGS confirmed that they have received my return in full, as long with a proof of delivery provided in the *** tracking. I have gone back and forth with customer service for weeks, with them telling me that my refund will be expedited and I would receive call backs from supervisors, both of which never happened. I have to pay off my credit card bill, for a major order that I have already returned and do not have the money to pay off, and they keep delaying the refund despite what they have told me. I want to fill this complaint in order to get my refund back in full for the stuff that I have returned back weeks ago.

  Business Response

  Date: 10/04/2024

  Thank you for bringing this to our attention. Ensuring that large returns are reviewed and processed as quickly as possible is a priority of ours. Upon review, our team was able to accommodate a faster refund than normal as a courtesy and processed the refund yesterday on Thursday, October 3rd. Please see screenshot attached. Please let us know if there is anything pending, we're here to help!

  Customer Answer

  Date: 10/04/2024

   
  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,
  
  Noor Abdelgaphar

• Initial Complaint

  Date:08/12/2024

  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 ordered from Figs 8/3. The order was confirmed, shipped within a day, and I got it a couple of days later. When I opened the package, the order was completely wrong- wrong items, wrong color. I called Figs and waited on hold for their "customer service line" for an hour (Not an exaggeration. I called multiple times and waited 20 mins and then would hang up because I figured no one would answer.) I finally got ahold of someone on 8/7 and they told me they would send me the fixed order. Its 8/12 and the new order has not shipped, and I have not heard from FIGS yet! I would love to get my order shipped and to get my new pair of scrubs.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your concerns with us and we apologize for the inconvenience. Upon review we see that the incorrect order (********) was replaced with a new order (********) on 8/7/24. This order thankfully arrived one day after this BBB complaint was initiated, on 8/13/24. We attempted to reach you via phone and email. Please let us know if you have any questions.