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:06/03/2024

  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 purchased scrubs on 5/7/24, despite 2 emails and reaching out on instagram no response. Ive been purchasing scrubs for several years from them and the customer is extremely disappointing, never in my 4 years of purchasing have I experienced this.

  Business Response

  Date: 06/11/2024

  To Whom It May Concern,
  FIGS received this complaint on June 3rd. Prior to receiving this complaint, **************** contacted FIGS regarding her order not arriving. Due to an high volume of customer service requests, her emails were not returned immediately. We deeply regret the error and apologize to ****************.  Upon receipt of this complaint, a FIGS Customer Experience Manager contacted **************** and sent a replacement package on June 6th. The package was delivered on the 10th. We again apologize for her experience. We consider this matter closed.

  Customer Answer

  Date: 06/11/2024

   
  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:05/28/2024

  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.

  ONE: I referred a friend in February to receive a discount code for 20% off my purchase once that friend makes a purchase. That friend made a purchase the same day, yet I never received my code. I contacted Figs later receiving one, but this code never worked. I messaged back for a couple of weeks before giving up, bc I was constantly being told that it was valid. Come **** im needing to order scrubs again, and knowing that I still have this code, I want to use it. I try; still doesnt work. I contact CS again, knowing that nurses week is coming up the following week, therefore I am trying to beat the rush and use it then for my order, in order to receive my scrubs on time. It would take days for me to get a reply, and as soon as I reply back, take another few days to hear again. I asked that I just be sent another discount code so we dont keep missing each other, but CS wanted to place the order for me, asking everything that I wanted in my cart. Another 3 days go by, dont hear from him again. Finally, after asking 2x, I hear back, ironically at the beginning of nurses week (which I no longer need to use my discount code for, which I didnt even mind using to avoid the extra traffic from orders) and I finally receive a new code! TWO: I went ahead and placed an order early in the morning of May 6th. I have contacted FIGS several times for updates and do not hear back from them for 4+ days, never resolving my issue. I was told that I would receive a shipping confirmation email by May 26th, which I did not. I needed these scrubs to be in last week! The service between figs and the customer this time has been awful. I then receive emails asking me to rate my service, and even if its not a good review, they dont do anything to try and fix it. My credit card has been charged by affirm twice already, therefore I am paying interest on an order that hasnt even been sent. I am waiting for answers as this is extremely unacceptable.

  Business Response

  Date: 06/04/2024

  To Whom It May *********** style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *******************, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">FIGS received this complaint on May 28th. Prior to receiving this complaint, **************** contacted FIGS about the delay in shipment of the order she placed on May 6th. Due to unforeseen circumstances, her order was delayed in shipment and many of the items she ordered we out of stock. We deeply apologize for the errors on her order and the delay. A FIGS Customer Experience Manager spoke with **************** on June 3th. Because 5 items in her order were out of stock, she was issued a refund in the amount of $227.80. The refund also included for an item she did receive because it was a broken set of scrubs. Additionally, because of the errors on her order, she was issued a $100 discount code for a future order. We deeply apologize for her experience and have taken the necessary steps to ensure these errors do not happen in the future. If **************** would like to further discuss the matter, she can refund our call or email. Until then, we consider this matter closed.

  Customer Answer

  Date: 06/04/2024

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

• Initial Complaint

  Date:05/24/2024

  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.

  Scrubs were ordered from Figs on 5.12.24 and the shipment never arrived as of 5.24.24. **************** was contacted via phone and I was on hold for over 30 minutes with no answer. There was no indication on the phone that representatives were even available, or how long the wait time would be. On 5.22.24 they were contacted via email with no response.

  Business Response

  Date: 05/30/2024

  To Whom It May Concern,
  FIGS received this complaint on May 24th. Prior to receiving this complaint, ************** contacted FIGS on May 21st about his order not arriving. Due to an internal error, his voicemail was not returned in a timely manner. We deeply regret the error and apologize to **************. Upon receipt of this complaint, a FIGS Customer Experience Manager spoke with ************** on the 24th. His order was replaced and should be on his way to **************. During our conversation, ************** confirmed his complaint was resolved. We consider this matter closed.

  Customer Answer

  Date: 06/09/2024

   
  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:05/23/2024

  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.

  Ive placed an order weeks ago, its says it was delivered and I never received it. I have tried calling, emailing, texting and no one has gotten back to me yet. *** spent close to $400 on this order and needed it for work and have yet to hear back from anyone. My order number is #********

  Business Response

  Date: 06/03/2024

  To Whom It May Concern,
  FIGS received this complaint on May 23rd. Prior to receiving this complaint, **************** contacted FIGS on May 20th about her order being lost during shipping. Due to an high volume of customer service requests, her text was not returned until May 24th. We deeply regret the error and apologize to ****************. A replacement order was processed on May 24th upon her request. Upon receipt of this complaint, a FIGS Customer Experience Manager attempted to contact **************** but has not heard back. If she wishes to discuss her complaint further, we would be happy to arrange time to speak. Until then, we consider this matter closed.

• Initial Complaint

  Date:05/22/2024

  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.

  Ordered several pairs of scrubs at the beginning of the month. Here we are at the end and theyve yet to ship and as it turns out, they are sold out of the colors I ordered. I cant reach customer service for a refund and all Ive been offered is 20% off of a future order

  Business Response

  Date: 05/24/2024

  To Whom It May *********** style="box-sizing: inherit; color: rgb(29, 28, 29); font-family: *******************, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(248, 248, 248);">FIGS received this complaint on Wednesday, May 22nd. Prior to receiving this complaint, ****************** contacted FIGS about the delay in shipment of the order she placed on May 6th. Due to unforeseen circumstances, her order was not shipped until May 22nd. We deeply apologize for the delay as we normally ship orders within two business days. A FIGS Customer Experience Manager spoke with ****************** on Wednesday the 22nd. Her order is scheduled to deliver by Tuesday via **** During our conversation, ****************** confirmed her complaint was resolved. We consider this matter closed.

• Initial Complaint

  Date:05/22/2024

  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 have been trying to reach Figs for a couple days now for an order placed now almost two weeks ago. Multiple attempts with the phone and no call back despite leaving a voicemail. No reply back with email. The online chat customer service representative said that they werent able to help me and another agent would email me about my missing order within two hours and still no reply. My order has been shipped out for over 10 days and no update on it. I contacted the shipping company thinking it was them and they told me that FIGS has not even shipped out my items to the company for them to ship out to me. After numerous attempts to reach customer service and not even being able to this has gotten so incredible frustrating. Paying for overpriced scrubs and not even receiving them for work.

  Business Response

  Date: 05/23/2024

  To Whom It May Concern,

  FIGS received ************** complaint on Wednesday, May 22nd. Prior to that complaint, ********** contacted FIGS regarding her order not arriving at her home. We apologize for the delay in response as we're dealing with a larger than expected amount of customer inquiries. The same day we received this complaint, ********** spoke to a Customer Experience Associate who was able to replace the order that was lost in transit. Upon receipt of this complaint, a Customer Experience Manager contacted ********** and confirmed her complaint was resolved. She verbally confirmed it was. We again apologize for ************** delayed response and experience. We consider this matter closed.

  Customer Answer

  Date: 05/23/2024

   
  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:03/12/2024

  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.

  This business is selling scrubs to healthcare providers in which the scrub pants are defective and continue to break in the same way every single time, not due to user error or wear and tear. The company refuses to replace their defective scrubs or even admit they have a manufacturing issue and address and fix it.

  Business Response

  Date: 03/25/2024

  To Whom It May Concern,

  FIGS received this complaint on March 12th. Prior to receipt of this complaint, ******************** contacted FIGS about a button falling off an item he purchased in 2022. As the purchase was well outside of the returns window, we offered him a discount code on a future purchase. A FiGS Customer Experience Manager contacted him on Friday, March 22nd, and in an effort to resolve his complaint, we issued him a gift card for a replacement purchase. As ******************** has had prior complaints with defective products, we advised him that we would not be able to make exceptions to our returns policy going forward. He stated he understood and accepted the gift card as resolution of his complaint. We consider this matter closed. 

• Initial Complaint

  Date:03/07/2024

  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.

  Ive order scrubs from figs and I didnt receive my order. They have sent me text stating it happens with the carrier they use and they asked if I wanted them to send a replacement or a refund. I asked for a replacement and they stopped texting me back I really need my scrubs I start school on monday my order number is #********

  Business Response

  Date: 03/09/2024

  To whom it may concern,
  ************************* ordered from wearfigs.com on February 25th. On March 2nd, he contacted our Customer Experience team as his order had not arrived yet. At that time, the order was still in transit. On March 6th, we asked ****************** again if his package had arrived to which he said it did not. We asked him if he would like a replacement or refund and then responded to his replies again the next morning. In the meantime, ****************** filed a complaint with the Better Business Bureau. Upon receipt of this complaint, a Customer Experience Manager contacted him and he confirmed his issue was resolved. ****************** stated it was. We consider this matter closed. 

• Initial Complaint

  Date:01/09/2024

  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.

  Hello, To whom this may concern. Happy new year I hope this year is very joyful for you. ****** told me I need a new return label for order number,#********. I am closed the the end of my return window and I understand that your customer service representatives are extremely busy and backed up but I should not be penalized because figs response time is longer than a responsible 2-3 days. I hope someone will get back to me soon. I am supposed to bring this package to *** by 1/04/2024 for a full refund but its taking so long to reach someone ANYONE from this company. I dont want to be penalized because it takes so long to reach someone. PLEASE HELP ME IM TRYING TO RETURN MY ORDER FOR A REFUND AND I NEED A NEW RETURN LABEL PLEASE. Ive tried to call, text and email its impossible to reach anyone to the point Ive resorted to trying to reach figs via better business bureau

  Business Response

  Date: 01/26/2024

  To Whom It May ******************** you for sharing the complaint for ************** on January 1st. On December 18th, ************** first contacted FIGS requested a refund for her return. At that time, no refund was received by FIGS. On December 31st, ************** confirmed she had no sent back her items and when she attempted to use the return label provided, it was denied by **** On January 1st, ************** submitted this BBB complaint. After multiple back and forths over the next week, ************** was provided a new, 2nd return label on January 9th. Because the size of her refund, FIGS issues her refund upon receipt at our warehouse as stated in our return policy. On January 17th, the items were received and her refund was issued on January 18th. We attempted to contact ************** to confirm the processing of her refund but have not heard back. We deeply apologize for her experience and delay in responses due to higher volume during the holiday season. If ************** wishes to further discuss the matter, we're happy to confirm her refund status. Until then, we consider this matter closed.

• Initial Complaint

  Date:11/27/2023

  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.

  My girlfriend and I visited the Figs store at the ********************** Mall today 11/24 at about 10:20AM and had a very unprofessional encounter with the store manager (male, 510, curly hair). One of the associates took our order on a piece of paper and handed to the back room for the items to be picked and tried on. The store manager brought out 1 item which was a jacket to try on first among the 7 items that was on the list. We had to wait for the other 6 items to be found from the back. We waited and 40 minutes into it, I asked for a status on why its taking so long from the store manager and he rudely just hushed me and to wait longer. I then asked another associate about ************************************************************************ trashed. I asked the store manager what is going on and again rudely telling me they dont have it when he was the person who gave us the jacket to try on in the beginning and had the list. He then goes on to blame the associate of not giving him the form. The associate said she gave it to the manager. It was back and forth between them. Then the store manager goes on with his 3rd excuse saying all these associates dont have sales experience and were pulled from operations. Instead of just owning up to his mistake and apologizing, he didnt try to resolve our issue and help us with our order rather he wasted 1.5 hours of our time trying to just try in 7 of the items in store.

  Business Response

  Date: 11/29/2023

  To Whom It May ******************** you for sharing **************** feedback and complaint. Upon receipt of this complaint, **************** experience was shared with our retail leadership team. This is not how FIGS trains our store management and something we take very seriously. Upon receipt of this complaint, a Customer Experience Manager contacted ************ on November 27th. For his experience, we offered ************ a 20% off discount code on a future purchase which he accepted as resolution of this matter.

  We deeply apologize for his experience and have taken immediate steps to ensure it does not occur again. We consider this matter closed.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20912500
  
  I am rejecting this response because:  disappointed the coupon code was only for 20% which was not mentioned over the phone, and only mentioned in the email thereafter.   I believe 2 hours of our time was worth more than just 20% and this coupon can actually be obtained by just referring a friend on the website to gain a similar coupon.  I appreciate the phone call from **** but the compensation was a bit lack luster compared to the terrible experience we had experienced.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/11/2023

  To whom it may concern,

  Thank you for sharing **************** concerns. We again apologize deeply for his experience at our Century City store. After receiving the latest rejection, our Director of Customer Experience contacted ************. In addition to the offered 20% discount code, we sent ************ a care package of FIGS products which should arrive in the next 7 business days. During our last communication with ************, he accepted this combined offered as resolution of his complaint. We consider this matter closed.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20912500
  
  I am rejecting this response because:

  I spoke with the Director of Customer Experience on 12/01/2023, and he said the care package would be shipped out the following Monday, 12/04/2023.  I told my girlfriend that she should expect a package from Figs that week since I'll be out of town for 2 weeks.  It's now been over 2 weeks and I'm already back from my trip, and have yet to receive the agreed upon care package or any communication for the delay.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/28/2023

  To whom it may concern,

  We apologize for the delayed delivery of the promised package. ***** is now showing the package delivered December 21st per tracking link *****************************************************************************************

  We attempted to contact ************ and apologize for the delay but have not heard back. We again apologize for the delay and his overall experience. We consider this matter closed.

  Customer Answer

  Date: 01/11/2024

   
  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,
  
  *******************