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:06/20/2024

  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.

  Boyfriend purchased the Eko CORE 500 digital stethoscope through FIGs on September 20th, 2023 as a graduation gift for me. On June 3rd, **************************************************************************************** turn on most of the time. Emailed customer service on June 4th concerning this with no response. Finally on June 18th I was able to get someone to reach out to me through their chat option. This individual advised that FIGs were sold out of these stethoscopes and not sure of any plans to restock them. I was then informed that at best this company could provide a store credit as they are apparently unable to provide a replacement or repair. If this company is unable to provide a comparable replacement then I believe they should provide a refund over a store credit. $450 in scrubs is not the same as having a functioning stethoscope to do ones job.

  Business Response

  Date: 07/09/2024

  To Whom It May Concern,
  FIGS received this complaint on June 20th. On September 20, 2023, *************************** purchased an Eko stethoscope from FIGS. On June 4th, ************************* contacted FIGS as the item had become defective. Unfortunately, because FIGS no longer carried that item, we were unable to replace it. Also, due to the age of the order, we were unable to process a refund to the payment card method as we no longer had authorization. We offered store credit for the item which, as outlined her their complaint, was declined. Upon receipt of this complaint, a Customer Experience Manager contacted *************************. To resolve their complaint and resolve the matter, we have requested a physical check be sent for the amount. That should be in the mail by July 12th. Upon receipt of that check, we consider this matter closed. We appreciate ***************************** patience while we resolve this matter.

• Initial Complaint

  Date:06/12/2024

  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.

  The order transaction took place January 2024. The order number is #********. I ordered a set of scrubs as a gift set for my friend who is a nurse practitioner. I understood that the order was a final sale due to it being personalized. However if I ordered it correctly and they did not monogram it correctly I should not be penalized. If this were my mistake I would understand but I have included the picture of how it should have been monogrammed. They left off the *** on the scrub top of her credentials. It should say First Line: **********************Second Line: PMHNP-BC I have attached the order summary that was emailed to me and the picture of what was received. I think that this issue being unanswered and it is June 2024 is unacceptable to me as the consumer. I do not want a refund, I would just appreciate a replacement scrub top. And since they told me it was not out of stock, then I would appreciate a replacement set of scrubs at this point due to the inconvenience of my friend not receiving the gift I originally paid for. If anything I would just appreciate a response at this point because I am not getting any answers, resolution or response from FIGS.

  Business Response

  Date: 06/17/2024

  To Whom It May Concern,
  FIGS received this complaint on June 12th. The complaint was filed by *******************************. ********* was gifted a set of FIGS by *********************************** in January 2024. The embroidery provided on the scrubs was incorrect. When ******** contacted FIGS, we confirmed the embroidery was completed as entered on the website and refunded her embroidery fee as a courtesy. At that time, ******** agreed to the resolution. In an effort to resolve this matter, we issued ********* a replacement set of FIGS with the corrected embroidery. According to our shipping partner **** the order should delivery by Friday. While not required, we consider this a fair resolution of the matter. We consider this matter closed.  

  Customer Answer

  Date: 06/18/2024

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

• Initial Complaint

  Date:06/10/2024

  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.

  Refund issues from. FIGS company I am reaching out to request your help with obtaining my refund from Figs for an item I returned unused and within the return window. After several phone calls, conversations and emails with customer service, I still have not received a refund from them. I am concerned because looking at online reviews and speaking with colleagues who have purchased items from this company, Im hearing and reading about similar experiences and issues with refunds not being delivered and some customers just letting it go. I do not wish to let it go. I am hereby requesting assistance in obtaining my refund. Please see attached images FIGS ORDER NUMBER #******** Refund initiated 5/21/24 HAPPY RETURNS CONFIRMATION HRDCNC2P returned 5/29/24 Item cost 48$Shipping10$I appreciate your assistance.Thank you

  Business Response

  Date: 06/20/2024

  To Whom It May Concern,
  FIGS received this complaint on June 10th. ******************** set up a return on May 21st. She sent back her return which was received May 29th. In reviewing her return, it was not processed due to a technical error. We have taken steps to ensure this does not occur again in the future. ******************** contacted us on June 10th. A Customer Experience Associate was able to resolve the issue processing her store credit that same day. ******************** was able to use that store credit on a recent order. Upon receipt of this complaint, a FIGS Customer Experience Manager attempted to contact ******************** but has not heard back. We again apologize for her experience and have taken steps to ensure these errors do not occur again in the future. We consider this matter closed.

  Customer Answer

  Date: 06/23/2024

   
  Complaint: 21823854
  
  I am rejecting this response because:

  This message is a follow up to the company Figs response to my complaint ID ********
  posted on 6/9/2024 against Figs.  
  
  First I am disappointed and flabbergasted by their lack of transparency and lack of accountability in their response. I got a sense that they were insinuating blame on me by omitting pertinent details of the numerous attempts I made to communicate with them between June 1st and June 9th and their lackluster responses that included false promises and outright disregard of me altogether. 
  
  It was however only after I filed a complaint with the BBB on 6/9 that they took action and scrambled to send a refund by finally responding to me on the early morning of 6/10. 
  Lastly, Their stance to consider my complaint closed without resolution is dismissive of me as a customer and is disheartening.
   I implore this company to work on improving their customer service practices. I have attached several images of my unsuccessful attempts to resolve this issue by emails, phone calls and texts. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/28/2024

  To Whom It May Concern,

  FIGS received ************************ rejection of our response on June 25th. Upon receipt, we again attempted to contact ******************** via the phone and did speak with her on the 26th. ******************** shared she rejected our response due to her impression that FIGS did not accept accountability for her experience. ******************** reached out via multiple channels from June 1st - June 10th, and received a response on June 10th. We apologize for her experience as we have received an unusually high amount of customer service inquiries and have experienced delayed responses to customers. We acknowledge and apologize for her experience. During our conversation with ******************** on the 26th, she requested a coupon as resolution of her complaint. We sent her a $25 gift card to resolve the matter. We consider this matter closed.

• Initial Complaint

  Date:06/07/2024

  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.

  I order scrubs from Figs for my fiance's birthday in February. They didn't fit, so I processed an exchange for a different size on April 23. I shipped the scrubs back to Figs. I didn't hear anything for about a month so I emailed on May 8. On May 9, Figs responded to my email and said: "It appears our portal had some issues at the moment of processing the exchange order, but don't worry, I got it corrected! I've gone ahead and processed the exchange order as it was requested, a confirmation email should be arriving shortly, followed by tracking information once it ships!" So I waited until May 22. The exchange still hadn't arrived and I hadn't received any confirmation emails or shipping notifications. I emailed on May 22. They responded and said: "Here is your new order number #********, we will email the tracking information once is out for delivery!" I haven't heard anything since then and haven't received the new scrubs. I have sent multiple emails asking for assistance. No one responds. I have called their customer service number and waited on hold for hours. Please assist. I want a figs representative to CALL ME and talk about the problem and explain how I can be compensated for this extremely annoying process.

  Business Response

  Date: 06/12/2024

  To Whom It May Concern,
  FIGS received this complaint on June 7th. Prior to receiving this complaint, Ms. ****** contacted FIGS on May 21st regarding her exchange not processing. In reviewing her exchange, it was not processed due to a technical error. We have taken steps to ensure this does not occur again in the future. Ms. ****** contacted us again after her exchange order was still not received. On June 7th, a Customer Experience Associate was able to resolve the issue sending her new package that will deliver on June 13th, refunding her order, and providing her a future $100 discount code. Upon receipt of this complaint, a FIGS Customer Experience Director attempted to contact Ms. ****** but has not heard back. We again apologize for her experience and have taken steps to ensure these errors do not occur again in the future. We consider this matter closed.

  Customer Answer

  Date: 06/13/2024

   
  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,
  
  Savannah Silver

• Initial Complaint

  Date:06/05/2024

  Type:Sales and Advertising 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 placed an order for merchandise on May 21, 2024 that was supposed to be delivered May 26, 2024. I did receive a package, however the invoice and items in the packaging were not my order. Instead of three sets of size medium scrubs, I received one set of size XS/XXS scrubs with a matching invoice that was intended for another customer. I kept the packaging and items and immediately submitted a support request email that afternoon, 5/26/24 at 12:42 PM. After not hearing back, I sent a direct message to the company Instagram account at 2:30 PM regarding the issue and also submitted another support request at 5/28/24 at 9:48 PM. I finally heard back from someone on the instagram Thursday 5/30 08:56 that requested my email and order number to fix my issue. They informed me that a team member would reach out shortly, and I almost immediately received confirmation of a new, identical order for the items in my email. I also received an email form a customer service representative stating that they had already processed a replacement with express shipping. Unfortunately, that was 5/30/24 at 11:15 AM and the order has still not shipped. I have informed the company that I need these items to start a new job, hence the urgency, but later received an automated email from the company stating items are taking longer to ship than expected. I have reached out now multiple times to determine a timeline or to be refunded, however none of my emails or texts have been answered. I finally reached customer service phone line today where a rep stated that my order was processed but because it had already been sent to warehouse for shipping, "someone from the warehouse will have to call me, estimated within 3-5 hours" however I never received a call.

  Business Response

  Date: 06/10/2024

  To Whom It May Concern,
  FIGS received this complaint on June 5th. Prior to receiving this complaint, ******************** contacted FIGS about her order arriving with incorrect items. A replacement order was processed on the May 30th, but because of a technical error, the order was not shipped. We deeply apologize for the error and are taking steps to ensure it does not occur again. Upon receipt of this complaint, a FIGS Customer Experience Manager contacted ********************. Because of her experience, we refunded her order in full, sent a new replacement order that was delivered today. Our Manager spoke to ******************** on Wednesday and confirmed her complaint has been resolved. We consider this matter closed.

  Customer Answer

  Date: 06/13/2024

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

• Initial Complaint

  Date:06/05/2024

  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.

  WHAT A JOKE FOR WORLD CLASS CUSTOMER SERVICE.I had a order ******** And they using some cheap carrier, the package should be arrive on MAY 16, and the package been stuck at carrier for 14 days and delivered on may 29.I CALLED AND EMAILED THEM SO MANY TIMES TO CANCEL THE ***** BECAUSE THIS DELIVERY TIME IS UNACCEPTABLE.WHAT FIGS DOING? Oh plz wait for higher up reply. Then? nothing happens Send me a email said we got ur request, and transfer ur ticket to someone,And whatever how many times i reply to email NO REPLY AT ALL NOW THEY DO NOT EVEN LET ME RETURN THE ***** WHAT A JOKE CUSTOMER SERVICE HOW MANY TIMES ********************** PROMISED ME WILL BE GET BACK OR GIVE ME UPDATE?

  Business Response

  Date: 06/07/2024

  To Whom It May Concern,
  FIGS received this complaint on June 5th. Prior to receiving this complaint, ************ contacted FIGS on May 30th about the two orders he placed under two different emails on May 11th and May 15th. Due to an high volume of customer service requests, his email was not returned in a timely manner. He then contacted us by phone on Monday, June 3rd.  Because of the high dollar amount of his order, his refund request was under review. A FIGS Customer Experience Manager contacted ************ on June 5th and processed his refund. We deeply apologize for his experience. He later confirmed his complaint has been resolved. We consider this matter closed.

• Initial Complaint

  Date:06/04/2024

  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.

  This is regarding Figs order no ********. Order was placed on May 7. On May 10 & 15, they sent an email with an update that there is a delay in their processing and my order will ship later than usual. On May 24 I received update that my order has shipped and on expedited shipping. On May 28 I received a notification that my order has been delivered. Upon tracking it was delivered to a completely different address. It also shows in *** tracking a photo of the mailbox area which is clearly not in my building. Several emails were sent to FIGS customer service on May 28, June 1, June 3 as well as call attempt to their customer service no. where I waited for long with no agent answering the call so I just hung up.I also called *** who acknowledged that the package has been lost since they see on their end it was delivered to a wrong address. But *** advised me that it has to be FIGS who will claim for the lost package since the transaction is between them which totally makes sense. I have not heard anything back from FIGS except for a system generated email that acknowledged email receipt.Here is the *** tracking no. for your reference:1Z00X66V1345181815 I am a long time customer of ********************** and this situation is very unusual. Its almost a month since order was placed so I would really appreciate any assistance in resolving this issue.Thank you so much.

  Business Response

  Date: 06/04/2024

  FIGS received this complaint on June 4th. Prior to receiving this complaint, Ms. *** contacted FIGS numerous times about the delay in shipment of the order she placed on May 7th. Due to unforeseen circumstances, her order was not shipped until May 28th. We deeply apologize for the delay as we normally ship orders within two business days. Ms. *** next contacted us on May 29th as her order was delivered to the wrong address. A Customer Experience Associate responded to Ms. *** on June 4th with options to replace her lost order. Upon receiving this complaint, a FIGS Customer Experience Manager spoke with Ms. *** on June 4th again. A replacement order was placed and sent to an updated address. During our conversation, Ms. *** confirmed her complaint was resolved. We consider this matter closed.

  Customer Answer

  Date: 06/05/2024

   
  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,
  
  ************

• Initial Complaint

  Date:06/04/2024

  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 purchased a set of scrubs from Figs on the 12th of May. I was told shortly after that the shipment was sent, and received a tracking number for epost global. The tracking status has been stuck in shipment in transit to the epost global processing centre (as it is an international delivery) for the past 23 days. Ive reached out to Figs twice and still have not heard from them. I even tried reaching out via PayPal. I finally reached out to epost global who confirmed immediately that while data about the package was received, the physical package had not been delivered yet. I assume now the package has been lost in the mail in the ** or Figs has not actually sent the package and have been delayed in their customer service. I have waited for over 3 weeks now with zero updates and Figs is not responding.

  Business Response

  Date: 06/13/2024

  To Whom It May Concern,
  FIGS received this complaint on June 4th. Prior to receiving this complaint, *********** contacted FIGS regarding their order not arriving. Due to an high volume of customer service requests, their email was not returned immediately. We deeply regret the delay and apologize to ********. Prior to receipt of this complaint, a replacement order was offered on June 4th and accepted on June 5th by Soa Park. The replacement package is in transit and should deliver in the next few business days as it recently cleared customs. We again apologize for ********'s experience. We consider this matter closed.

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising 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 for FIGS scrubs via their website on May 22, 2024. I ordered 2 pairs of scrub pants and paid $86.70 for them. However, I received someone elses order with their information on the inside of the package and mine on the outside. I have reached out to the customer service email several times and even called the customer service number listed on the website with no answers. I would like the correct order to be sent to me as soon as possible.

  Business Response

  Date: 06/06/2024

  To Whom It May Concern,
  FIGS received this complaint on June 3rd. Prior to receiving this complaint, ************** contacted FIGS on May 29th about her order arriving with incorrect items. Due to an high volume of customer service requests, her email was not returned until June 4th. We deeply regret the error, delay in response, and apologize to **************. A replacement order was processed on the June 4th response. Upon receipt of this complaint, a FIGS Customer Experience Manager contacted ************** and confirmed her complaint has been resolved. We consider this matter closed.

• Initial Complaint

  Date:06/03/2024

  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.

  Dear I order since 10 may unit now didnt arrive my stuff i send many emails and i call them many time nobody answering after that the send email said it was lost and the make a new order An apology was issued and will reach me within two days aftet that they said i have to wait more actually if they cant send it this week i want my money as soon as possible now more than 25 days still my stuff didnt arrive thank you

  Business Response

  Date: 06/10/2024

  To Whom It May Concern,
  FIGS received this complaint on June 3rd. Prior to receiving this complaint, ************************ contacted FIGS numerous times from May 28th through June 3rd about his order not arriving. Due to an high volume of customer service requests, his emails were not returned immediately. We deeply regret the delay and apologize to ************************. Upon receipt of this complaint, a FIGS Customer Experience Director contacted ************************. We refunded his order in full and provided him with a $50 USD discount code for a future order as an apology. He replied on June 6th confirming his issue was resolved. We consider this matter closed.