Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/04/2023

  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.

  A $1700 order was placed with FIGS on 12/13/2022. The order was received on 12/21/2022 and upon everyone trying on their scrubs there were many changes that needed to be made. Upon starting a return on the website on 1/4/2023 they website keeps showing that the "order is not found". I was trying to exchange the scrubs for different sizes within the "30 days from purchase" they give you to return or exchange the merchandise. Obviously the order is in the 30 day time frame and the website is not finding my order as shown in the screen shots I have attached. The customer service ************ goes straight to a voicemail that no one ever listens to, they give you an option to text that we also have tries to reach out too that no one replies too, and they give you an option to email then send an automated message that it will take at least 5 days to reply, but only give you a 30 day return window from the date of purchase. I cannot get in contact with anyone or any replies so I ended up making a new order with what I need in hopes of being able to return my old order without any issues.
  
  I would like someone to contact me at XXX-XXX-XXXX so they can help me return a portion of the order within the 30 days.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 6, 2023/01/17) */
  To Whom It May Concern,
  Mr. ****** placed an order on 12/13/22. He contacted us by phone and email on January 4th regarding a return. Because of holidays and heavy holiday volume, we were slow to respond to his concerns and deeply apologize. A response with instructions on how to set up a return was sent later that day. Later that day, a return was setup on the order.
  Upon receipt of this complaint, a Customer Experience Manager reviewed his order history and reached out on January 9th to confirm his issues have been resolved. We have not heard back since then. We deeply apologize for her experience. We consider this matter closed.
  
  
  Consumer Response /* (2000, 8, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Although no one got back in any proper time to respond to the customer service issue, I was able to figure it out on my own within the 30 days no thanks to FIGS but yes case is closed. Why offer customer service in the first place? Thank you

• Initial Complaint

  Date:12/31/2022

  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.

  On 11/28 I placed an order online with FIGS for a ** ******* navy knit sweater vest ********** with ********* **** *** (Order # XXXXXXXX). A vest arrived on Dec. 21st and they even emailed me to tell me it was being delivered. I opened the package when I got home that evening and it was indeed a navy blue knit sweater vest size **, but it had someone else's name embroidered on it - ******* ********* *** **** ******* This is clearly not ********* **** ** like I paid for. I emailed them immediately (7:48pm) and told them they sent me the order and how it was a Christmas present and that I was very upset. On Dec. 22 at 6:54pm PST ************ FIGS emailed me an apology stating mistakes happen and she would be happy to fix this I had 2 options, she could send a replacement or refund my order. I replied at 9:55pm EST that I wanted what I paid for. I have not heard anything else from this company. They say they will respond within 72 hours. I emailed on Dec. 27th, Dec. 28th, and Dec. 30th. I texted on the 28th, 29th and today (31st). I have called and left messages. I have someone else's vest, and I'm out $97.29.
  I would like the vest I ordered and paid for. I would like them to communicate. This was not my fault. I did not order incorrectly. They talk about their world wide great customer service and I have yet to see it. I have heard nothing since Dec. 22nd. which is over 200 hours of waiting, but they will get back to you in 72 hours. Please help.

  Business Response

  Date: 01/11/2023

  Consumer Response /* (2000, 6, 2023/01/11) */
  ***Document Attached***
  I have heard from ******************** FIGS and I was provided with a tracking number for the vest I ordered to be delivered on Jan 12th. (although it's the 11th and the item has not been picked up yet).

• Initial Complaint

  Date:12/30/2022

  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 ordered two sets of scrubs because they were on sale and I genuinely like the brand. One set I ordered in*** was the******************* Scrub Top and the ***************** Pant. However, upon visual inspection the looked huge to be a***. Th********* top is meant to be an oversized fit however upon trying the top on it rests past my hips when it is supposed to rest loosely above the hips. The pants are too long for them to be a regular fit according to the companies measurements. I then compared the measurements of the scrubs to the one on the company website and they in fact are *** size scrubs not***. I have called and emailed and texted as instructed when I called in on 12/29/22. I have yet to receive a response. I did receive 2 emails from Figs Representatives ******************** to respond d to their e-mail for further assistance with scrubs. After doing so I have yet to receive a response. I have called numbers XXXXXXXXXX and XXXXXXXXXX and have left messages and have not received any follow up. I also noticed the sizes I need I. These scrub styles is not available and sold out. They do have other styles for the same price in the size I need which is a*** in the ******** scrub top and **************** pants. On their site it states this particular style is final sale, however the scrubs I received are wrong in size according to their measurements on the site. I have included emails from both representative to show their direction on how to contact them for further assistance. I would like to work with the company to have them exchanged because the size I received is not what I ordered. If this is not possible then I would like my money back!!. I have also included my emails to them.

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/09) */
  To Whom It May Concern,
  Due to extremely high volume following the Black holidays, our response times are 5 business days and her inquiry was not immediately returned. A FIGS Customer Experience associated responded to Ms. *******'s email on January 4th setting up her return for store credit. Upon receipt of this complaint, we contacted Ms. ******* again today and confirmed her issue was resolved. We consider this matter closed.

• Initial Complaint

  Date:12/27/2022

  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 last black friday 2 scrub tops and 2 pants. They charged my creditcard already. Order # is *************************************************************
  (Epost global)
  
  On dec 2 it says the shipment is on transit. I thought there is just a delay but until now no movement or uodate on my order.
  
  I emailed them 4x sincr they dont have a phone # to call to just email. (Dec 21,23,23 & 26. Everytime i email them it says they will teply within 72 hrs but until now i havent heard anything from them. I even called the courier but nobody is answeribg. Recording says they are onky accepting email. So i emailed them too but still i got no reply. Its so frustration. At least an update. Now i want my money back. Pls pls help
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 6, 2023/01/16) */
  To Whom It May Concern,
  **. ***** placed an order on 11/26/22. She first contacted us December 21st regarding not receiving her package. Because of holidays and extended response times, we did not respond to her email until December 27th. We replaced her order as requested which was processed December 29th and in transit. **. ***** confirmed her issue is resolved. We consider this matter closed.
  
  
  Consumer Response /* (2000, 8, 2023/01/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/21/2022

  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.

  MY ORDER TOP TO BIG MY BOTTOM TO SMALL I REQUEST A REFUND THEY SAY I COULD GET A REFUND ONLY ON ONE ORDER

  Business Response

  Date: 12/21/2022

  To Whom It May ************************************** ordered from FIGS on November 23, 2022. Her order included final sale items. When she attempted to process a return on our returns portal, the request was denied. She then attempted to call FIGS. Due to extremely high volume following the Black Friday Cyber Monday Holiday, our response times are 72 business hours and her inquiry was not immediately returned. Upon receiving this complaint, a Customer Experience Manager contacted her on the 21st. Though not required, we made the exception to allow her to return the items. ************** agreed her issue is resolved. We consider this matter closed.

• Initial Complaint

  Date:12/14/2022

  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.

  Figs sent me someone else's order in my box and I have contacted them multiple times and even tried to reach them on social media. This is someone else's stuff they ordered they need to have it back it's not fair or right. Not to mention they even included her address, name, and email address what if this ended up in the wrong persons hands. This doesn't feel right and they have never taken this long to getting back to me and I'm getting upset

  Business Response

  Date: 12/15/2022

  To Whom It May ********************************* emailed FIGS on 12/9 to let us know she had received another customer's order, she emailed us again on the 12th, and again on the 13th. Due to extremely high volume following the Black Friday Cyber Monday Holiday, our response times are 72 business hours. Upon receiving this complaint, FIGS confirmed with ******************** that she received her complete order, and was simply concerned about the other customer receiving their items. We let her know that the other customer was taken care of, and recommended she donate the additional scrubs for her own convenience. We consider this matter closed.

• Initial Complaint

  Date:12/12/2022

  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.

  Recently purchased 2 pants and 1 shirt. The sizing runs small and the style overall was not flattering on me. I'd like to mention there was a delay with shipping and the package took a while to get here I finally go to get a return label it was still within their return policy but for some reason would not allow! So I contacted customer service... it's been 9 days with no response. I'm extremely frustrated and just want a return!

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/16) */
  To Whom It May Concern,
  Ms. ******** emailed **** on 12/3 to let us know she would like to return her purchase and again on the 8th. Due to extremely high volume following the Black Friday Cyber Monday Holiday, our response times are 72 business hours. Because of an internal human error, her initial email was not returned until December 13th. **** confirmed with Ms. ******** on December 13th that her return was processed and we sent her a return label on the 15th. We deeply apologize for the delay in response and we consider this matter closed.
  
  
  Consumer Response /* (2000, 7, 2022/12/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the response. I sent a follow up e-mail prior to leaving this complaint as a reminder that I hadn't heard back and after not hearing back from my second reach out I made this complaint and within 24 hours they had gotten back to me and I highly appreciate that! They have made things right in this situation 100%.

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THIS IS A TERRIBLE COMPANY, THIS IS REGARDING MY ORDERs******** returned and no info on refunds or if it will be resent, NOTHING!!!, ORDER #******** 11/27/22 is still missing as returned to sender which is FIGS!, and order13973884 from 11/26/22... Great scrubs but BAD customer service and delivery process, They put partial addresses on the labels causing shipping delays on my orders. I ordered 4 separate orders from FIGS LAST ORDER 11/29 ******** still outstanding as I type due to no street on the package, (they only put Studio City ** apt 3 like wow what is the street for the **** to properly deliver. Then 2 of my orders, they put APT 2 3,,,(we have 12 apts in out complex) Still no reply about my outstanding order, bad deliveries, and shipping errors on FIGS PART, so whoever enters the shipping info needs to be fired!!!! WORST ORDERING EXPERIENCE EVER, BUYER BEWARE!!!!!!I HAVE PHOTOS AND SEVERAL UNANSWERED EMAILS AND GENERIC EMAIL REPLYS. I HAVE A PHOTE OF THE RETURN FROM **** WITH NO COMMENT SO FAR FROM FIGS AFTER SEVERAL ATTEMPTS (TYPING ON MY WORK COMPUTER AND SUPPORTING DOCS ON PERSONAL COMPUTER)CAN PROVIDE LATER Date of experience: December 08, 2022

  Business Response

  Date: 12/21/2022

  To Whom It May **************** ********* ordered from FIGS on November 28, 2022. Her street address entered was incomplete as "********************. Ms. ******** emailed FIGS ten times regarding her order. Due to extremely high volume following the Black Friday Cyber Monday Holiday, our response times are 72 business hours and her subsequent responses were not immediately returned. Upon receiving this complaint, a Customer Experience Manager contacted her on the 12th. Her original order was returned to sender. As she filed a chargeback on the order, we accepted the chargeback and her bank will be responsible for refunding her the *********. ********* confirmed her fiance ordered a second order that was delivered successfully. FIGS deeply regrets her experience and consider this matter closed.

• Initial Complaint

  Date:12/10/2022

  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.

  Hello,
  I have been trying to get in touch with Figs for the past couple days with no response on their end. I purchased a *********************** coat on 12/4/22 and I have not received any information on this since. I have not received a confirmation number, processing email, or any communication in regards to this purchase. Not only this, but I have been a loyal figs customer for a while, and have purchased many items from them in the past and have had no problems in the past. I received the bank statement where I was charged ****** for the purchase and have been in contact with my bank about this charge. I don't have a confirmation code, I checked all of my mail boxes, and I checked both of my 2 Figs accounts where I could have purchased the ***** coat, and both show no information/sign of me purchasing the coat. I would like to know why I was charged and received no information about my order/cant see my order anywhere. I really need this ***** coat in the next week****************** and that is why I ordered it earlier on and now this process has slowed that down, and I would like to get my ***** coat expedited this week to me and the order found. Thank you.

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 8, 2022/12/27) */
  To Whom It May Concern,
  Ms. *** placed an order for a lab coat on 12/4/22 using an email address that seems to have a typo, *******************.
  
  Ms. *** emailed FIGS seeking order information on Friday 12/9. We incorrectly did not find her order due to the email typo. She responded on Saturday 12/10 asking for further help as her issue was not resolved. FIGS received this complaint on the 12th.
  
  The package was marked as delivered on December 12th ****************************************
  
  Upon receipt of this complaint, a Customer Experience Manager contacted Ms. *** on December 12th. We apologized for the inconvenience and asked if she was able to receive her lab coat or had any further questions. She has not since responded. We consider this matter closed.

• Initial Complaint

  Date:12/07/2022

  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.

  Ordered 2 pair compression socks for daughter (nurse) I just ordered the L size immediately sent email to them change size to M. Was told I could return for exchange or refund. Told my daughter see if L works and we will keep, so opened one and pulled on sock on but was too big put back in package. Sent additional emails back, had an open ticket. So very vague on what they can do for me sent picture of packages that I had. So had a trail of emails, so sent back all socks but will only get refund on one set that was not opened. Kept corresponding and now sent both pairs back and now getting refund on one. This is all within 30 days.

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/12/15) */
  To Whom It May Concern,
  ******* ******* contacted FIGS on November 18th regarding returning two pairs of compression socks she purchased. Compression socks, as listed on our website and in order confirmation details, are final sale. **. ******* contacted FIGS asking if she could return them in which we advised only if they were unworn. She contacted us on December 5th stating one of the two pairs were opened and tried on. That same day, we informed her we could not honor a return as the product was worn. **. ******* mailed back both pairs of socks. Upon receipt of her Better Business Bureau complaint on the 12th, a Customer Experience Manager contacted her. While not required, we refunded her for both pairs of socks and consider this matter closed.
  
  
  Consumer Response /* (2000, 7, 2022/12/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have refunded my money - thank you