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:11/04/2024

  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.

  I have reached out to Figs multiple times, climbing up the chain of command. Sending the CEO an email and not one response. Over the years, I've purchased thousands of dollars worth of Figs wear, uniforms. I've noticed a smell to each piece (not the very very first pairs that Figs launched, these don't smell -- they have a draw string at the bottom of the pant's and were one of the first pairs that Figs sold. I have one pair and those are perfectly ********, the newer pairs stink. They skink so bad they give off a mold, sewer, dead rat smell. The smell is so bad that my patients have even told me that I stink. This is unacceptable and the production of these uniforms need to be investigated. What solution or chemical are you using in these uniforms? Is one question in many of my un-answered emails. No response.I would like to return every single piece of Figs that I own. I do not want them, I will not donate them because I am not going to be responsible of another persons skin touching these things. I will continue to advocate for myself and others. I have attached over 90 messages on a message board of the same complaint. That is not even all of people complaining. Should Figs not be willing to refund my money for every single piece of Figs wear that I own, I will have no other option but to file a compliant starting with the newspaper, radio stations and news channels. If this does not help, I will file a court case with signatures of all people in the same position as myself.Figs has given some people refunds, only a handful per messages that I've read and collected. Figs continues to ignore the rest of us while racking in thousands of dollars of hard earned money, with no clear explanation to the odor that thousands are incurring.Thank you!***** ***

  Business Response

  Date: 02/27/2025

  Thank you for bringing this one to our attention. While we always are happy to support with inquiries for orders placed within 60 days from purchase, and we are unable to accommodate replacements or refunds for these orders placed years prior. We sincerely apologize for that. We certainly thank you for your consideration and for giving FIGS an opportunity to serve you. 

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned an order I made over 2 and a half weeks ago, and FIGS confirmed that they have received my return in full, as long with a proof of delivery provided in the *** tracking. I have gone back and forth with customer service for weeks, with them telling me that my refund will be expedited and I would receive call backs from supervisors, both of which never happened. I have to pay off my credit card bill, for a major order that I have already returned and do not have the money to pay off, and they keep delaying the refund despite what they have told me. I want to fill this complaint in order to get my refund back in full for the stuff that I have returned back weeks ago.

  Business Response

  Date: 10/04/2024

  Thank you for bringing this to our attention. Ensuring that large returns are reviewed and processed as quickly as possible is a priority of ours. Upon review, our team was able to accommodate a faster refund than normal as a courtesy and processed the refund yesterday on Thursday, October 3rd. Please see screenshot attached. Please let us know if there is anything pending, we're here to help!

  Customer Answer

  Date: 10/04/2024

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

• Initial Complaint

  Date:08/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Figs 8/3. The order was confirmed, shipped within a day, and I got it a couple of days later. When I opened the package, the order was completely wrong- wrong items, wrong color. I called Figs and waited on hold for their "customer service line" for an hour (Not an exaggeration. I called multiple times and waited 20 mins and then would hang up because I figured no one would answer.) I finally got ahold of someone on 8/7 and they told me they would send me the fixed order. Its 8/12 and the new order has not shipped, and I have not heard from FIGS yet! I would love to get my order shipped and to get my new pair of scrubs.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your concerns with us and we apologize for the inconvenience. Upon review we see that the incorrect order (********) was replaced with a new order (********) on 8/7/24. This order thankfully arrived one day after this BBB complaint was initiated, on 8/13/24. We attempted to reach you via phone and email. Please let us know if you have any questions.

• Initial Complaint

  Date:08/07/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July ******* Place an order with figs. I received my order around ***** of July. In my order I had 4 three pocket casma pocket tops. Two of the tops pocket had a malfunctioning / didnt open/ stitch together. I called Figs they told me to cut pocket open and thats they way come. I reminded figs that the other two pockets were just find. He told me if I damaged the pocket further trying to cut they will send replacement. I call next day to let the know I damaged top because the pocket wasnt meant to be cut . Its a design era. I want my two tops replaced ir a full refund

  Business Response

  Date: 03/03/2025

  We apologize to hear that your FIGS experience was not the one you expected to have. It is very important to us and we also very much appreciate the feedback shared. Upon review, we see that our team provided a refund for the two tops from order ******** ($80.18 total) on 8/8/24. We have followed up with a voicemail and email to see if there is anything else pending.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 23rd of July I placed an order the label was created the next day and according to ***** tracking website it was dropped of the 24th, however it has not been updated since. I assumed it mightve been a ***** problem but according to the **** I spoke to they have never received my package. I then tried to get in contact with figs multiple times including phone and email, and after hours of waiting all Ive heard is hold music. These scrubs are related to my new job which already started. *** already had to purchase more scrubs to make up for the lack of my order from figs. This used to be a company I could happily rely on but given what I and others have gone through it will no longer be my scrub store of choice.

  Business Response

  Date: 03/03/2025

  Thank you for sharing your feedback with us. It is important for us to make sure we may support you as best we can. We see that the original lost order was replaced on 8/9/24 with a new order, (********). Oddly, it looks like the system glitched and accidentally replaced it twice (also ********) so they received two orders. We followed up with a voicemail and email, no response yet.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order on July 19, was shipped through fed ex on 7/20. Lost in transit in ********** on 7/20. Contact figs through email on 7/31 and 8/2, and by phone on 8/5 with no response as to where package is, or if they will send a new one at no cost.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out with your feedback, it is very important for us to get it right for you, always. We see that the original order (********) placed was lost in transit. Our team replaced the lost order on 8/5/24 with a new order (********). This replacement arrived 8/9/24. We have called the customer to ensure this was all resolved, she hung up on us, but we called again and left a voicemail, as well as an email follow up

  Customer Answer

  Date: 03/03/2025

   
  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, the company needs to do better in terms of timing. It took over a month to resolve the issue, multiple phone calls, and a report to the BBB. In addition, they just recently contacted me about it to see if I was pleased with the outcome, nearly 8 months later. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order for scrubs pants on July 11th. Figs cancelled my order after weeks of no contact after attempts to contact customer service. My most recent correspondence was a email to figs customer service: (Good afternoon! I placed an order for two short/small purple jam scrub pants on July 11. I have not received any updates following a notification shortly after the order was placed that there was a delay. Im feeling incredibly disappointed with this experience because it has been approaching three weeks since I placed the order, and I anticipated I would receive the order in around 5 business days. This is my first experience ordering scrubs for work, and figs was recommended to me by coworkers for a positive experience. I have had to buy similar scrubs off of Amazon to offset my need for scrubs while I have been waiting for my figs to arrive, or to hear any update on my order. I am requesting an update on my order, and additionally I would like to explore other options for remedial compensation as appropriate and in line with what Figs can offer at this time because I believe this experience is not in line with the service and standards that Figs is well-known for. )As a response to this email, I believe that figs cancelled my order in frustration to my communication about how I had not received my order. I never cancelled this order on my own, and their email response says that the order was cancelled on my end ("Weve received your cancellation on order #********"), when the only thing I did was send the above email asking for a status update and pursuing financial compensation. The company held onto my money for nearly a month with no update on where my order was before cancelling my order without my understanding or permission, and I received no follow-up communication other than their statement that I cancelled the order, which I did not do. Additionally, the refund associated with the erronious cancellation will take up to an additional 9 days.

  Business Response

  Date: 03/03/2025

  Thank you for sharing this experience, we're so sorry it was not great and we're here to help. The customer is correct and we're also unsure why his order (********) was canceled in the first place. We spoke with him over the phone and sent him a free replacement (order ********).

• Initial Complaint

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/30/2024

  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.

  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

  Date: 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

  Date:07/29/2024

  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.

  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

  Date: 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.