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:03/26/2025

  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.

  Order Number:#******** Order Date:2025-02-15 15:39:54.Item was initially shipped and misdelivered to me. A neighbor had brought the packages to my house after countlessly trying to reach out to figs with no support. Nonetheless, the package was submitted for a return and I was given a label by customer service on March 4, of 2025. The label included a tracking number **************** which was being returned to EPOST Global at *************************************************************************************. Based on this link provided, the package was sucessfully returned to the merchant on March 6 of 2025: **********************************************************************************. The *** sent to me also included a return commercial invoice that was signed by me and put into the return package. Upon follow up with the merchant, I was informed that the package I sent was delivered, yet my refund has never been processed. This is nearly 15 business days now which is unacceptable for a company. Furthermore, someone from the FIGS Customer Protection team emailed me and had the audacity to tell me that my return was "returned to sender" and that it was delivered back to me. They provided me with this link: ***************************************** which clearly has to do nothing with my return because my tracking on Canada Post shows it was delivered. They have told me that the returns need to be checked back in the ************* because it is a large amount of items, yet they can't even tell me what company is handling the return after *********** had delivered it back to them. Please process my return and I will not be returning back.

  Business Response

  Date: 04/01/2025

  Hi there, 

  Due to the value of this return as well as this package being previously claimed as lost, we won't be able to send a refund until we have received the items. However, we are happy to fully refund the return once it has been verified at our warehouse. 

  Additionally, we are communicating with the carrier to understand the tracking information and ensure that the package is of expected weight and on its way to us, so that we can expedite the process. Thank you for your patience while that shipment processes. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23119518
  
  I am rejecting this response because: 
  The label you provided me to return the package has been delivered back to you weeks ago on March  6, 2025. If we are waiting for the package to be delivered and scanned in the *************, why did you give me a label that only goes to *********** in *******, ******? At the Canadian warehouse, it should have been already confirmed before it was sent out again to *****************. You have also failed to inform me of who is handling the return after leaving ******. Your company has left me unaware of my return status. In regards to missing package, it is important that your use signature confirmation to ensure it is delivered to the correct household.  I partially received the order and the remaining contents of the package were returned back to me by someone who received the package elsewhere. That alone was already unacceptable. Please expedite my refund and reach out to your Canadian warehouse to confirm you received the shipment. What your company chooses to do with my return after it has been delivered to you is out of my control and I shouldn't be held responsible for your decision to bring the package around the world after I already completed the necessary steps on my end. 

  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/14/2025

  Hi there, 

  As your return has not yet been effectively delivered according to final mile carrier EPG - ***************************************** - generally we are not able to process returns ahead of time. 

  However, as this package appears to potentially be lost in transit, I've refunded you in full. In the future, we might not be able to make similar exceptions. 

  Please let us know if there are any outstanding concerns. 

  Customer Answer

  Date: 04/14/2025

   
  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. However, it was a disappointing experience to say the least.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/24/2025

  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 bought this High Pile Espresso Bomber with embroidery back in October 2024. The embroidery was put in the wrong spot and it's not even visible. The jacket is an embarrassment to wear and I seek a full refund as the cost was $120 + $14 embroidery + tax. I disputed with my bank who also is unreasonably difficult to reach and closed my dispute as they only file all or nothing - although I just want the jacket refunded, not the entire order. I continue to call customer service and get told the "chargeback is still open on our end" and even with proof my bank closed it, no one will help or speak with me. No one connects me to their manager, conveniently. At this point, I don't know what else to do or why this is so difficult.

  Business Response

  Date: 03/25/2025

  Hi there, 

  We're so sorry for any frustration caused by this chargeback taking a while to reach resolution, and thank you so much for your patience. 

  While we aren't able to refund an order during an open investigation, fortunately this chargeback was finally resolved. We've refunded you for the jacket and embroidery fee, and you should receive confirmation via email shortly. 

  We are happy to help via ********************************* if there's anything else you need!

  Customer Answer

  Date: 03/25/2025

   
  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.

  cancel complaint. My issue was FINALLY resolved. Thanks.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/10/2025

  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 am filing a complaint against Figs for their dismissive and unhelpful customer service regarding a missing package. My order was marked as delivered, yet I never received it. When I contacted Figs, I was told Id receive an update within 23 business days. Instead, I got a response within an hour that ignored my concerns and denied any assistance without investigation.Figs claims to have proof of delivery, yet the only evidence provided was a generic PDF stating the package was deliveredwithout any actual proof. There was no signature, no photo, and no confirmation that I personally received it. My order required a signature, and I never waived that requirement. If a signature was necessary, why was the package left without one? Why am I being held responsible when no proof of receipt exists?Despite multiple follow-ups, my questions were ignored. I reached out again, only to be dismissed. Instead of offering a solution or even acknowledging my concerns, a representative named ******** refused to provide assistance. It is frustrating and unacceptable that a company of this size refuses to take responsibility for a lost package, placing the burden entirely on the customer. I was left with no recourse and no support from Figs, whose customer service showed a complete lack of care or accountability.What is the point of customer service if they refuse to help? The lack of professionalism, empathy, and responsibility displayed by Figs is unacceptable. I have never encountered such resistance from a company when trying to resolve a valid issue. If this is how they treat paying customers, I will never support ******************** again and will actively discourage others from doing so.I have attached the so-called proof of delivery document, which lacks any evidence that I received my package. I urge the Better Business Bureau to review this matter and take appropriate action, as no company should be allowed to operate with such disregard for their customers.

  Business Response

  Date: 03/18/2025

  I'm pleased to report we've resolved this issue with the customer. Due to the complaint's characteristics, we asked for a police report to be filed for the stolen package before actioning. Fortunately, we were able to refund the order in full once this report was filed. The customer has been refunded for the lost order, and the complaint resolved. 

  Customer Answer

  Date: 03/19/2025

   
  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:01/30/2025

  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 took part in the return a pair of scrubs and receive a $50 credit. The credit was sent and valid thru Sept 2024, I attempted to use the code mid September and the code wouldnt work. I called the customer helpline the next day and I was told that the code was no longer valid. Even though I argued my point that the email said the code was valid thru Sept the agent was very unhelpful, at one point she audibly said Urgh. I asked for my complaint to be escalated to a manger but on one ever bothered to return my call. Im a big fan of Figs but their customer service is very below par.

  Business Response

  Date: 03/03/2025

  We appreciate you sharing your experience, we will always do the best we can to make sure you are taken care of as we also value your feedback. We've attempted to reach the email provided ************************* but it has not beens successful. We also provided a replacement $50 code in the form of a GC that expires on Dec 31st, '25. Please respond here with the best email to reach you.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned my order and did not receive my return. I called and they told me because it was a large order it would take 4-6 weeks for it to be confirmed by hand. I called again 4 weeks later and was told that the person on the phone couldn't tell me about my return. They also couldn't find anyone who could tell me about my return. I was told I would get a call back in 1 hour. The next day I get an email saying that my return has been processed but they didn't receive 4 of the items (the most expensive ones of course) and were not issuing a full refund. I absolutely returned all items. I call and I can not get anyone on the phone to help me. They basically stole my money.

  Business Response

  Date: 03/03/2025

  Our team confirmed that the return initiated had 4 items missing and 2 arrived damaged from the return in question with this complaint. This is why it took longer than usual and also due to the  customer immediately initiated a chargeback on the entire order, even the items that we had already refunded her for. At this time, we have decided to end the business relationship. 
  

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22719018
  
  I am rejecting this response because: I did not immediately initiate a charge back. I called and emailed multiple times trying to find out why my refund was not issued first and was not able to get anyone on the phone. I was told over and over again that I needed to talk to a supervisor but that one was not available and I would receive a call back. Each time instead of a call back I would get a generic email. I sent the return on 11/18/2024 and did not initiate a charge back until January 2025. I absolutely returned all items except for one (which I did not list as returned). All items were returned in perfect condition. I tried them on and when they did not fit properly, I put them back in the bag they came in and then put in the box. Additionally, this is the first time I am hearing that something was damaged. My email that I recieved said that the items were missing. I returned all items that were listed in the return. The lack of being able to talk to someone on the phone about this matter despite calling many times has been incredibly frustrating. The business says they provide easy returns but this has not been easy and I was charged for hundreds of dollars of merchandise that I returned. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered yellow scrubs from this company in November. They sell out of these colors fast. I have been waiting for over two years after missing the previous yellow drop. I ordered in November and paid extra to have them embroidered,. I received an order confirmation and shipping label was created. Over a month goes by and they have a major sale including this color, which I didnt buy because I thought I already had reserved my pair. I emailed the company to see when I may be expecting these in the mail, in response I was told they were lost and that they needed to confirm my address and they would replace my order. I confirmed my address and asked them to replace the order. A week later they email me back telling me they are out of the color and can only replace on another color. I didnt order another color I ordered yellow and they have had the money for well over a month. They sent me a refund but I honestly feel like that isnt enough of a response after waiting for two years for this color. I would still pay them for the scrubs. They owe me one pair of yellow mean scrubs I dont think that is too much after such aloof irresponsible customer service. How can they put the color on sale when they have already sold one of those pair. Technically did they sell my scrubs out from under me? I get it maybe was a mistake but it wasnt my mistake. Its not life or death its a stupid problem Im just really tired of irresponsible businesses.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your experience with us and we sincerely apologize it did not meet your expectations. Upon review we see the order was lost in transit so we refunded on 12/13/24. In addition to the refund which we provided earlier, our team also provided a store credit for the price of an additional scrub set.

• Initial Complaint

  Date:12/12/2024

  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.

  I have been out of the country for a number of months and I just got back received multiple packages. I had two pairs of leggings that I wear for work but did not fit. I contacted the company to return or exchange them and they refused. I think that that is completely preposterous. The leggings have not been used and are something that I monetarily paid for and I would like to be able to Utilize a product I ordered and I now cannot. The company was very cold and very rude and they did not offer anything or robotic answer back.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out with this details of your experience, we apologize it was not the one you expected. Upon review, we see our team refunded the customer in full for the leggings (orer ********* on 12/18/24
  

• Initial Complaint

  Date:11/25/2024

  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.

  10/28/2024 at 1905 PM order placed for scrubs for $195.15 11/19/2024 at 1542 PM order returned via Happy Returns at drop off location, two separate refunds issued for $126.49 and $68.66 11/19/2024 - company contacted to notify that bank account had been closed from which order was placed, requested refund be sent to new payment method, company stated *********** had funds 11/20/2024 - bank contacted and confirmed funds sent back to FIGS company after unsuccessful refund, sent proof of return of unsuccessful refund via email to FIGS company 11/21-11/25 - Continued to contact FIGS customer service, ********************** continuing to say they have no funds to give back and that it is the banks fault that I have not received my funds 11/25/2024 - went to bank in person, banker called help line for bank for confirmation that funds not at bank, sent email containing proof of unsuccessful refund as well as stating bank did not have funds and FIGS company had funds returned to them 11/26/2024 - FIGS continuing to not release or reissue refund, still have not received refund, stating they will close the complaint because there is nothing they can do, bank again contacting FIGS company stating they do not have refund

  Business Response

  Date: 03/03/2025

  We apologize to hear that Happy Returns was not a great experience. Rest assured we're here to help. We will connect with you and make sure we can route the necessary funds over to you. Please reach out with the best time to connect on a call and we'll get to the resolution together. Thank you again!

  Business Response

  Date: 03/05/2025

  complaint needed a check issued and as of yesterday, we have confirmation that this is being issued by our finance team.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22604584
  
  I am pending this response in lieu of receiving a check from the business at this time. It is not a rejection of the effort, which is greatly appreciated. While I appreciate the response and am waiting on the funds from the business which may take a while via mail. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/18/2025

  This complaint has been resolved on our behalf, as a physical check for a full refund has been sent to this customer by mail. We cannot action further, as the check has already been mailed to the customer. We are happy to help with any other inquiries through email at ************************************************************* 

  Customer Answer

  Date: 03/28/2025

   
  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. I appreciate the work that was done and actions taken to correct the situation and am thankful for the support of the company throughout this process. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my 2nd complaint to this company. Figs has not reached out regarding the scrubs that I own that smell like a dead rat mixed with sewer water. I am attempting to reach out to someone employed at figs. No response. I have send numerous emails. No response

  Business Response

  Date: 03/03/2025

  We're sorry to hear that your experience has not been great. After looking, we were not able to find any reach outs from this customer about this issue, and the most recent contacts were from 2020. Additionally, she hasn't purchased FIGS since Jan 2023. Gave this customer a call, but the call dropped twice rather than being sent to voicemail, we also emailed a follow up, no response yet.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  googled Black Friday FIGS. clicked on coupon and was at figs website. Shopping for my two girls in girls 18. I put things in cart checked my coupon, it worked. items were half off. I spent 4+ hours working on my order for my two girls. I am on disabled due to my brain injury and things are not easy or fast for me. But this WAS a special gift. This coupon made it reachable and I worked really hard on it. I had 12 items totally $257.00 with my promo code. I went to put in my debit card information went to check out or place order jumped to $514! If I wouldnt seen that, I would have had overdrafts in my account. last 4+ hours, it worked. my brain injury I check things over and over to make sure. Thank goodness. I called customer service and they said that they have no control over promos. They then said its probably an affiliate site and linked me to figs account? I asked what that meant and said you can use your 15%. I tried telling him he should honor it. I spent all day and I looked to make sure it was good. Im on comfort care and k wouldnt have used half a day on this for FIGS to try and rip me off at checkout. I would not have worked on this all day i this was no calls while I was checking it. This is false advertising. She transferred me to the manager, *****. He said he cant do anything. The best he can do is 15% off and said he was sorry he understands. He understands. I told him about five times he doesnt understand he not counting down his days. Stop with it already. This is shameful to advertise incorrectly, not available to find on website for exceptions. I tried and expressed this to him. This is shameful and stressful to getting to the point of being scammed by a company my girls love. Hard to believe you dont put out promo codes. ended the conversation due to stress and I politely told him I cant go round for round anymore. I just was in the ** for seizures, bye. He said ok, have a good night!

  Business Response

  Date: 03/03/2025

  Sorry to hear that your experience was not the FIGS experience. When reviewed, our team refunded this customer 20% off the order on 11/29/24. Then on 12/11/25, the customer also received a refund for some out of stock items in the order. For the inconvenience we have applied a refund to the customer of 50% off their remaining order amount, and informed them via email.