ComplaintsforFIGS

• Initial Complaint

  08/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  08/07/2024

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

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  08/08/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/08/2024

  To Whom It May Concern,

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  08/07/2024

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  08/08/2024

  To Whom It May Concern,

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  Business response

  07/09/2024

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

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

*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. ↩