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:08/07/2024

  Type:Order 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.

  On July ******* Place an order with figs. I received my order around ***** of July. In my order I had 4 three pocket casma pocket tops. Two of the tops pocket had a malfunctioning / didnt open/ stitch together. I called Figs they told me to cut pocket open and thats they way come. I reminded figs that the other two pockets were just find. He told me if I damaged the pocket further trying to cut they will send replacement. I call next day to let the know I damaged top because the pocket wasnt meant to be cut . Its a design era. I want my two tops replaced ir a full refund

  Business Response

  Date: 03/03/2025

  We apologize to hear that your FIGS experience was not the one you expected to have. It is very important to us and we also very much appreciate the feedback shared. Upon review, we see that our team provided a refund for the two tops from order ******** ($80.18 total) on 8/8/24. We have followed up with a voicemail and email to see if there is anything else pending.

• Initial Complaint

  Date:08/05/2024

  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.

  On the 23rd of July I placed an order the label was created the next day and according to ***** tracking website it was dropped of the 24th, however it has not been updated since. I assumed it mightve been a ***** problem but according to the **** I spoke to they have never received my package. I then tried to get in contact with figs multiple times including phone and email, and after hours of waiting all Ive heard is hold music. These scrubs are related to my new job which already started. *** already had to purchase more scrubs to make up for the lack of my order from figs. This used to be a company I could happily rely on but given what I and others have gone through it will no longer be my scrub store of choice.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your feedback with us. It is important for us to make sure we may support you as best we can. We see that the original lost order was replaced on 8/9/24 with a new order, (********). Oddly, it looks like the system glitched and accidentally replaced it twice (also ********) so they received two orders. We followed up with a voicemail and email, no response yet.

• Initial Complaint

  Date:08/05/2024

  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.

  Placed order on July 19, was shipped through fed ex on 7/20. Lost in transit in ********** on 7/20. Contact figs through email on 7/31 and 8/2, and by phone on 8/5 with no response as to where package is, or if they will send a new one at no cost.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out with your feedback, it is very important for us to get it right for you, always. We see that the original order (********) placed was lost in transit. Our team replaced the lost order on 8/5/24 with a new order (********). This replacement arrived 8/9/24. We have called the customer to ensure this was all resolved, she hung up on us, but we called again and left a voicemail, as well as an email follow up

  Customer Answer

  Date: 03/03/2025

   
  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, the company needs to do better in terms of timing. It took over a month to resolve the issue, multiple phone calls, and a report to the BBB. In addition, they just recently contacted me about it to see if I was pleased with the outcome, nearly 8 months later. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/05/2024

  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.

  Placed order for scrubs pants on July 11th. Figs cancelled my order after weeks of no contact after attempts to contact customer service. My most recent correspondence was a email to figs customer service: (Good afternoon! I placed an order for two short/small purple jam scrub pants on July 11. I have not received any updates following a notification shortly after the order was placed that there was a delay. Im feeling incredibly disappointed with this experience because it has been approaching three weeks since I placed the order, and I anticipated I would receive the order in around 5 business days. This is my first experience ordering scrubs for work, and figs was recommended to me by coworkers for a positive experience. I have had to buy similar scrubs off of Amazon to offset my need for scrubs while I have been waiting for my figs to arrive, or to hear any update on my order. I am requesting an update on my order, and additionally I would like to explore other options for remedial compensation as appropriate and in line with what Figs can offer at this time because I believe this experience is not in line with the service and standards that Figs is well-known for. )As a response to this email, I believe that figs cancelled my order in frustration to my communication about how I had not received my order. I never cancelled this order on my own, and their email response says that the order was cancelled on my end ("Weve received your cancellation on order #********"), when the only thing I did was send the above email asking for a status update and pursuing financial compensation. The company held onto my money for nearly a month with no update on where my order was before cancelling my order without my understanding or permission, and I received no follow-up communication other than their statement that I cancelled the order, which I did not do. Additionally, the refund associated with the erronious cancellation will take up to an additional 9 days.

  Business Response

  Date: 03/03/2025

  Thank you for sharing this experience, we're so sorry it was not great and we're here to help. The customer is correct and we're also unsure why his order (********) was canceled in the first place. We spoke with him over the phone and sent him a free replacement (order ********).

• Initial Complaint

  Date:08/01/2024

  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 bought a pair of scrub pants over three weeks ago on July 5th. Sent 3 emails to customer support, and never got an update to my order and never got my order at all. Im still waiting for a response and or my product. Their customer service team apparently is supposed to respond in 6 days but its been over three weeks and I still havent gotten anything. Its ridiculous because Ive shopped with them in the past and they are quite a prestigious company. Its super unprofessional and surprising that they would do this to a customer. Especially when they keep sending all types of other company update emails. I will not be shopping with them again. Im completely disappointed and frustrated with this issue. I also spent a good amount since their scrubs are not cheap so for a customer that works in the health field waiting for scrubs for an important job, its just really surprising to be treated like this.

  Business Response

  Date: 08/07/2024

  To Whom It May Concern,
  FIGS received this complaint on August 1st. Due to a technical error, ************************* order was not processed correctly. Also, due to a large volume of customer service inquiries, we were not able to respond to the customer in a reasonable time. We deeply apologize for these errors. The refund for their $52.40 order was processed on August 1st. On that same day, our Customer Experience Director left Moid a voicemail and sent an email. We have not heard back since. We consider this matter closed unless **** would like to discuss further. Again, we deeply apologize for the errors with their order.

• Initial Complaint

  Date:07/30/2024

  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 placed an order on July 3rd, 2024 of approximately $238 worth of scrubs so I could be prepared for my medical residency. After approximately 2 weeks I hadnt received my order, which is unusual for my shopping experience with Figs. I contacted them via email and phone and was told I would be sent a replacement set of scrubs. Its been 2 weeks since then and when I contacted *****, I was told that the labels were printed but the items were still with the shipper and had not been shipped (like I had been told over the phone and email). I decided at that point I wanted my money back so I could try again another time. I called Figs again and was told I could get a refund and they would send me a confirmation email immediately. Its been over ******************************************************************************* my order status. At this point I dont know what to do.

  Business Response

  Date: 08/08/2024

  To Whom It May Concern,
  FIGS received this complaint on July 30th. We regret to report that her original order was lost in transit. We replaced the order after she reported the first order lost, and that order, unfortunately, also went lost. We've begun research into the errors causing the lost orders. As the order was placed using Affirm as the payment method and is currently under dispute, we're unable to refund her Affirm amount. We issued her FIGS store credit in the amount of $238. ************ accepted this as resolution of her complaint. We consider this matter closed. We again deeply apologize for all of her issues with her order.

• Initial Complaint

  Date:07/29/2024

  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.

  It's been over a month and a half and my order has not shipped yet. I have sent 5 to 6 emails over the last 4 weeks and NO one has replied. I am sick and tired of sending them emails with no reply. My order has no update, they have $128.47 since June 17, 2024 and then disappeared after sending order confirmation email. It doesn't give me an option to cancel or anything. They have HUNDREDS of people on Instagram complaining of no orders and no email replies. FIGS is famous for stealing people's money and then not replying for weeks. DISGUSTING company. I just want my money back as this was gift for me for graduating nursing school and they ruined my ENTIRE EXPERIENCE. DISGRACEFUL company. I want my money back. I want an email reply with apologies from every single email I sent with gift cards to use in the future for the WORST SHOPPING EXPERIENCE IN MY ENTIRE LIFE. FIGS SHOULD BE ASHAMED OF THEMSELVES.

  Business Response

  Date: 08/08/2024

  To Whom It May Concern,

  FIGS received this complaint on July 29th. ********************** placed two orders with FIGS on June 16 and 20th. Unfortunately, due to processing errors and shipping errors, both of their orders were not received. We deeply apologize for their experience and have taken immediate steps to rectify these issues. Also, due to a large backlog of customer service inquiries, we're delayed on responding so we again apologize for the slow responses. **********************'s two orders have both been refunded including the $128.47 requested in the complaint. We attempted to contact ******************* Im via email with no response. Should they wish to discuss the matter further, they may respond to the email. Until then, we consider the matter closed. We again deeply apologize for their experience. 

• Initial Complaint

  Date:07/29/2024

  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'm reaching out regarding an order I placed with FIGS on 7/18/24. Yesterday, I was notified by ***** lost and found that my package arrived damaged at **************. The contents were scattered on the conveyor belt due to inadequate packaging. I was told the items I ordered were lost. ***** mentioned that this issue affected other customers as well. Two out of the three items I ordered are now sold out on the FIGS website, which is upsetting. Given that these items were gifts and are limited edition, I would like to request a full refund and gift card compensation for the inconvenience. I contacted FIGS **************** yesterday and spoke with ******, who promised that a manager would call me back the same day. To date, I have not received any follow-up. I also texted FIGS customer service today via text message and have not received a response.This situation is disappointing, especially since your customer base includes healthcare professionals who expect high-quality service and packaging. I received packages from TEMU in ***** more quickly and securely packaged. I hope your "world-class customer service" will resolve this issue promptly.Thank you for your attention to this matter.

  Business Response

  Date: 08/07/2024

  To Whom It May Concern,
  FIGS received this complaint on July 29th. As ******************** stated, her order was determined lost/damaged during shipping with our partner ****** We deeply apologize for this error. During her conversation with a Customer Experience Associate, they also did not provide her the resolution and care we expect. We have taken immediate steps to rectify the issue with our shipping process and customer service quality assurance. On August 1st, a replacement order was set up for the lost order. Unfortunately, her replacement was also impacted by an operational error causing her to receive the wrong order. We deeply apologize for the ongoing issues. As she opened a dispute with her bank, we have accepted the dispute so that they may return the funds to her. We also emailed her a $100 gift code as an apology. As she requested to not be called any further, we replied via email on August 7th. We are deeply sorry for ************************ experience and are taking many steps to improve our experience. If she wish to further discuss, she may respond to our last email. Until then, we consider this matter closed.

• Initial Complaint

  Date:07/25/2024

  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.

  On July 3, I ordered three pairs of Figs scrubs (order number #********). However, one pair never arrivedI only received two pairs. This was the first issue. I returned my black pair for a different size and color, but I received an order confirmation for the wrong size. I spoke with a representative who told me the only thing he could do was cancel the order. I told him not to because I no longer have that gift card. However, the order was canceled, and I received a refund on a card I no longer have. Now, I am completely out of a pair of scrubs, and nobody can help me. This is very inconvenient as I really needed these scrubs for work. My order and everything related to it have been a complete disaster, and no one seems to be able to help!

  Business Response

  Date: 08/08/2024

  To Whom It May Concern,

  FIGS received this complaint on July 25th. ****************** placed an order on July 3rd which was shipped on July 11th via a split shipment. Unfortunately, one of the packages was lost in transit. Due to incorrect handling of her return request, as she stated, a refund was incorrectly processed. Our Director of Customer Experience refunded $78.22 to her **** on August 7th and confirmed it was processed via email. He also replaced the set again with express shipping. We deeply apologize for her experience and are taking steps to ensure this does not occur again in the future. We consider this matter closed. 

• Initial Complaint

  Date:06/28/2024

  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.

  On 6/19/24, I placed an order on Figs for 2 sets of scrubs uniform at full price. On 06/22/24, I received an email that there will be delay due to higher than expected order volume. On 06/26/24 at 7 days after order placement and still no shipping info, I contacted Customer Support via live chat. It was then that I was told the items have sold out. I explained that I placed my order before their summer sale event that started 06/25/24 so there should have been plenty of stock at that time and that the same items only sold out because of the sale event. CS confirmed that orders are fulfilled in the order that they are placed therefore my order should have been fulfilled first before those people that had purchased the same items during the sale. There was no explanation as to how it happened. CS apologized and offered replacement for a different color. I refused. I was then told that someone from their team will look into it so I provided my contact information for that someone was going to contact me on 06/26/24. There was no contact from Figs at all. The promise of WORTH THE WAIT is a big fat lie. Figs had me waiting for nothing.

  Business Response

  Date: 07/09/2024

  To Whom It May Concern,
  FIGS received this complaint on June 28th. **************** placed an order on June 19th. While FIGS aims to have up to date inventory on our website and fulfill every order in the order they are received, there are occasions where that does not occur. Unfortunately, during fulfillment, her items went out-of-stock. Upon receipt of this complaint, a FIGS Customer Experience Manager contacted **************** and apologized for the error. In an effort to resolve her complaint, we refunded her full order and issued her a gift card for $86, the typical cost of a FIGS set. **************** accepted that as resolution of her complaint. We consider this matter closed.

  Customer Answer

  Date: 07/18/2024

   
  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,
  
  ***************************