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:09/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered scrubs from online retailer Figs. When items arrived they were not what I expected based on the product description provided. They were marketed as a lighter warmer weather friendly option. The pants that arrived were heavy and more of a cold weather item. I tried to exchange them on the same day that I received them but the company refused to do an exchange stating that they do not do exchanges on sale items.I was misled into thinking this was a different product than it actually was and then the company refused to work with me to resolve situation.

  Business Response

  Date: 10/05/2023

  To Whom It May **************************** previously purchased items that were final sale as stated on the product description page, order confirmation page, and order confirmation email. **************** contacted our Customer Experience team requesting a full refund of the items. On his last call to our Customer Experience team, he was verbally abusive to our agent and used profanity directed at her. His order was refunded and his account was blocked from any future orders. We suggest **************** find another retailer to purchase from.
  
  
  We consider this matter closed.

• Initial Complaint

  Date:09/18/2023

  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 purchased multiple scrub clothes from this company and after a few uses of the scrubs and washing them they now have a bad odor. I have contacted the customer support department since then and they have told me to try different things to fix this however it doesnt help. They dont want to help me because of how long its been other than providing a discount code. However I dont want the scrubs or want to purchase scrubs from them anymore so I just wanted to see if there was something else to do.

  Business Response

  Date: 09/18/2023

  To Whom It May Concern,
  FIGS received ******************** complaint on September 18th. ***** to receiving this complaint, **************** contacted FIGS and requested to return items purchased in 2022. We communicated to her that she was outside of our returns window. Upon receiving this complaint, a Customer Experience Manager contacted her and, although not required, agreed to replace 3 of her sets and store credit. **************** accepted this offer and stated her complaint was resolved. We consider this matter closed.

• Initial Complaint

  Date:08/02/2023

  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.

  I write this email because I have been a customer with ******************** for numerous years. However over the past couple years, I have been seen the quality of their scrubs drop significantly. I had purchased some scrubs from figs during a sale, and after using just one pair decided that I was not going to use them going forward. I had reached out to figs to receive a refund and they indicated they would not stand behind their product. They indicated that their return policy does not allow them to assist me with a refund. The scrubs were never used and tags never removed. I believe that when there is a problem with your product, one should not abide by a 30 day policy but rather fix the issue and satisfy the customer. The product that ******************** puts forward is supposed to be a premium product, however the way they treat their customers does not exemplify a premium company. I hope that an amicable resolution can be found in this matter. The orders I am writing about are ******* and *******. I thank you in advance for your cooperation and look foward for a quick resolution

  Business Response

  Date: 08/03/2023

  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 Mr. ******* complaint on August 2nd. ***** to receiving this complaint, **************** contacted FIGS requested to return items purchased in 2020 and 2021. We communicated to him that he was outside of our returns window and far beyond a reasonable one-time exception. We did offer him a discount code for a future order which he declined. Upon receiving this complaint, a Customer Experience Manager contacted him and offered him store credit for his items. While not required, we consider this a fair resolution to the matter. **************** accepted this offer and stated his complaint was resolved. We consider this matter closed.

  Customer Answer

  Date: 08/03/2023

   
  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:07/31/2023

  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.

  Order #******** returned via figs provided label **********************************************************************************. customer service failed to resolve the issue please refund asap

  Business Response

  Date: 08/02/2023

  To Whom it May Concern,
  FIGS received ************ complaint on July 31st. ***** to receiving this complaint, ********** contacted FIGS on July 14th requesting return labels for an order he received. On July 17th, due to the size of his order, FIGS requested additional details regarding the reason for his return. On July 18th, we sent ********** the return labels and informed him that, due to the size of his order, it would need to be counted and reviewed before the refund was released. ********** did drop off his return at the *** Hub but the tracking information did not show the needed transit information to release the refund. Upon receiving this complaint, the tracking updated and showed progress back to our returns center. On Monday, we released the refund. ********** confirmed his complaint is resolved. We consider this matter closed.

  Customer Answer

  Date: 08/02/2023

   
  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:07/12/2023

  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.

  ******** Original order number. Ordered petite pants on accident. Not able to exchange for the same color even with it in stock online. Dont tell me it wasnt. ***************** rep said I could return completely or exchange for a color I wasnt happy with. I still wanted a pair of figs. So I was willing to settle. I shouldnt have and should have just gotten my money back. Now order# L-********-1. They sent me joggers I didnt order and they didnt fit. Nor am I happy with the color. Why is it impossible to get the original color ordered and in the correct sizes? Overpriced for bad customer service and inconsistent sizing.

  Business Response

  Date: 07/13/2023

  To Whom It May Concern,
  FIGS received this complaint on July 12, 2023.  As stated in her complaint, ******************** received an item that she wished to exchange. As all items on our website are not exchangeable on our returns platform, customers have the option to return for a refund and repurchase. ******************** emailed FIGS on July 11th stating "Give me my money back for all of it or let me exchange for the original color and new size". To expedite the resolution of her issue, her return for refund was set up. Upon receipt of this complaint,  a Customer Experience Manager contacted ******************** via email and phone on July 12th. To resolve her concerns, we manually processed an exchange for the new size.
  Were sorry for ******************** experience and consider this matter closed.
  

• Initial Complaint

  Date:04/10/2023

  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.

  False advertisement/ poor quality Placed ordered for multiple times from 2022-2023.Recently as far back from 11/22 to 3/23 Ive been receiving poor quality product and different quality item posted on the FIGS website.Ive emailed to customer service on 4/3/23 to ask why are some products has a different fit even though it has the same style and same size. *** provided multiple pics and all the necessary information for each order that has an issue and Ive been transferred to 4 different representative and not a single explanation to why and how to resolve this issue. At this point Ive been given the run around and nothing has been resolved. I provided all that they have requested from me and I even suggested what I think would help resolve the issue but now still nothing. People pay a lot of money for this product and to receive a subpar quality is just terrible. It is false advertisement if the size posted is not what they sell.

  Business Response

  Date: 04/12/2023

  To Whom it May ******** Thank you for sharing *************************** concerns. After reviewing his order history and experience interacting with our Customer Experience team, we clearly failed to resolve his concerns amicably. We have taken internal steps to ensure this does not occur again in the future. Regarding his quality concerns, all of our products go through extensive quality assurance review before they are sold. No customer should see differences in the same style and this issue is working on being resolved by our ************** team. 
  Upon receipt of this complaint, a Customer Experience Manager contacted **************** on April 11th. In an effort to resolve his concerns, we offered him store credit for his 8 pairs of pants. **************** accepted this resolution and stated his complaint was resolved. We consider this matter closed. 

  Customer Answer

  Date: 04/13/2023

   
  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:03/13/2023

  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 IN JANUARY AND PAID COMPLETELY,STILL HAVE NOT RECEIVED MY ORDER

  Business Response

  Date: 03/15/2023

  To Whom It May *************************** the fulfillment of ************************ order, it was determined to be out of stock. An email was sent by FIGS on 2/2 indicating as such, but unfortunately, ******************** did not receive it. She then reached out to our customer experience team and was responded to on 2/21, which she also did not receive. Upon receipt of this complaint, a customer experience manager gave her a call on March 13th. She processed a replacement order in an alternative color. We deeply apologize for this experience and have taken steps to ensure it does not occur again. We consider this matter closed.

• Initial Complaint

  Date:02/01/2023

  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.

  Today 02/01/2023 I washed my daughter uniforms with TIDE liquid. Everything came out ok except one top that was totally destroyed. The fabric lost color and has white discoloration fabric lines all over the back I contacted customer service and i received a ridiculous answer Here it is:Hi ****, It was a pleasure to speak with you over chat today, and I have gone ahead and gotten some answers from our team in regard to this. These white marks look like some detergent that *** not have been able to dissolve in the laundry load. This can happen when the loads are a bit ****** than usual and the detergent is unable to break down. When it is dried, the detergent lightens up the item. I am sorry to say, that we will be unable to replace this item. I do understand this *** be an inconvenience for you, and truly do apologize again. Please let me know if you would like me to provide a discount code for a future purchase! I am happy to send over a 20% off, our highest code to assist with another set! Please let me know if that would be okay, and please let me know which email would be best to send that over on. Looking forward to helping,****** Your request (*******) has been updated. To add additional comments, reply to this email.

  Business Response

  Date: 02/13/2023

  To Whom It May *************************************** contacted FIGS via live chat on February 1st regarding white streaks on her daughters FIGS top. She shared this occurred after she laundered the items. After receiving photos of the garments, we shared that it was likely caused by laundry detergent. Her complaint was escalated to a manager that same day. We offered ****************** a discount code for a future order if she wished to replace the item. In part, as the item was not purchased by her, we would not be able to replace it.  We attempted to contact her via phone and email multiples times February 2nd and 13th with no response. If ****************** would like to return our contacts with the order details, we would be happy to look into this further. Until then, we consider this matter closed.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19317056
  
  I am rejecting this response because: this is a stupid lie. The discout you offeredme is a 10% discount that can be founf EVERYWHERE online. The detergent i'm using is liquid TIDE and i'm washing those figs scrubs(5 sets of the time togheter)

  I was never contacted by anyone and i would like a FULL REPLACMENT of the scrub otherwise i have no other ortion then get legal help
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/01/2023

  To Whom it May ***************** are deeply sorry for ********************** ongoing dissatisfaction with FIGS. We attempted to contact her by email and phone with no return communication. To amicably resolve the matter, we sent her a digital gift card worth $86, the cost of a set of FIGS. We believe this a fair resolution to the matter. If she wishes to return our call, we would be happy to discuss it further. Until then, we consider this matter closed.

• Initial Complaint

  Date:01/15/2023

  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 attempted to order a royal blue scrub set from the website today and inputted my card information. Billing and shipping address matched. However when I went to place the order, I received an error saying "Zip code does not match billing address." But my card was still charged $79.13 even though the order did not go through! I tried calling customer service but of course no one was available. I need a refund or I need someone to help me place this order and resolve this nonsensical error.

  Business Response

  Date: 01/30/2023

  To Whom It May ******************************* attempted to checkout on January 15th but the transaction failed. The $79.13 charge she saw was the authorization for the transactions that didn't go through. They typically drop off within a few days - the time varies, depending on her financial institution. We attempted to contact her via phone and email with no response. We consider this matter closed.

  Business Response

  Date: 01/31/2023

  To Whom It May ******************************* attempted to checkout on January 15th but the transaction failed. The $79.13 charge she saw was the authorization for the transactions that didn't go through. They typically drop off within a few days - the time varies, depending on her financial institution. We attempted to contact her via phone and email with no response. We consider this matter closed.

• Initial Complaint

  Date:01/06/2023

  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 purchased $180.00+ worth of FIGS ***************** starting her new career as a gift, prior to Christmas.
  
  The package was never delivered to her address and we were charged $180.00.
  
  We made several attempts to contact their "world class customer service team", 15 phone calls, tons of emails, text message and even instagram with zero communication.
  
  I'd like my money back or a new order shipped with mandatory signature.

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2023/01/10) */
  To Whom It May Concern,
  Mr. **** ***** ordered from FIGS on December 19, 2022. His package shows delivered on December 22nd. Mr. ***** contacted FIGS numerous times from December 22nd through January 7th regarding not receiving his package. Due to extremely high volume following the Holiday season, our response times are 3-5 business days and his inquiry was not immediately returned. On January 7th, his order was refunded and he confirmed his issue was resolved. We deeply apologize for the delay and his experience. We consider this matter closed.
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Problem was resolved and kindly done so. Much appreciated.