ComplaintsforFIGS

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a regular customer of the Figs Medical scrubs, my husband loves the way they fit and they seem to last about 6 months with regular wash and wear. I am a huge fan of the company. With that being said, I recently purchased a Scrub Top (Final Sale) and Scrub bottoms (returnable) in the same color (Caribbean Blue) and both items were purchased in my husband's regular size, Large. When I received the items they were completely different color so they did not match. The shirt was also extremely small compared to my husband's other Large shirts from the same collection of Figs. I'm beyond upset that I spent the money on a shirt that is not the standard size and I cannot get matching pants either. They will not accept the top as defective since it is Final Sale, which I would understand with normal circumstances.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/09) */ To Whom It May Concern, FIGS received this complaint on December 8, 2021. Prior to that, ******* ******** contacted FIGS on December 6th requesting to return a final sale item. FIGS advised Ms. ******** that we were unable to accept final sale merchandise for return. Upon receipt of this complaint, a Customer Experience Manager contacted Ms. ******** on December 9th and, in an effort to resolve his concerns, issued her store credit in the amount of $69.50. We consider this matter closed. Consumer Response /* (2000, 7, 2021/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They offered an exchange for the current order by giving a code for a free set (at the value of my order $69.50) and I have placed my order. Thank you!

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  FIGS Scrubs were ordered on 11/25/2021, with a total amount of $141.93 including tax. Ordered two top scrubs, and two bottoms. The scrubs are still new and have not been used. I talked to the FIGS customer service about my complaint. I told them that I understand that the scrubs I bought were on sale and it's the final price and no returns allowed. I told her that I would love to wear tell but unfortunately, they are different of color. I was asking if they can exchange it but she said per policy, she cannot refund or exchange my scrubs. Instead, she offered me 20% discount upon next purchase. I said I do not have any plans to buy anymore, I just want (what I bought) with the exact same color. She said that I should have checked that they were made with the same material. She also said that the scrubs are on different trademark that is why it is different on the shade of color. Now here are my thoughts: On the Caribbean Blue section of the color, there were only three options to choose for scrubs. 1 kind of top, 2 kinds of bottom. I bought 2 tops and 1 of each bottom type. NONE of them matches. As a regular customer, wouldn't you assume that they all can be paired up since they are all on the same color category? If let's say the Trademark name is the base for the color/shade, why is it that there were no same name I saw on the bottom options that the top scrub has? The top was called "****" and I believe the bottoms were called ************* There was no "****" option on bottoms, and vice versa. Is this false advertisement? I asked very politely and apologized for complaining about this but they do not want to do anything about my concern. I then asked for refund but it was rejected. Then I asked for an exchange for pairs that have the exact same color/shade but they still refused to do it. Please see attachment for the picture and also a screenshot how their website is shown. Wouldn't make sense that all scrubs on the same color category will pair up?

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/08) */ To Whom It May Concern, FIGS received this complaint on December 6, 2021. Prior to that, ******* ******* contacted **** on December 3rd requesting to return a final sale item. **** advised Mr. ******* that we were unable to accept final sale *********** for return. Upon receipt of this complaint, a Customer Experience Manager contacted Mr. ******* on ******** *** and, in an effort to resolve his concerns, issued him store credit in the amount of $141.93. We consider this matter closed. Consumer Response /* (2000, 7, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received 2 pairs of compression socks on 11-19-21. I mistakenly ordered a medium in the socks instead of small. I realized this when I was notified my order shipped. I waited until they arrived to start an exchange order but was told they are nonreturnable. I could not find in the item description that they are non returnable. I have not opened the shipping bag so the socks are sealed in their package.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/24) */ To Whom It May Concern, **** received this complaint on November 22, 2021. Prior to that, *** ****** contacted **** on November 20th requesting to return a final sale item. FIGS responded to Ms. ******' request on that same day that we were unable to accept final sale merchandise for return. Ms. ****** contacted us again on ******* We again responded by sharing where the final sale notice was located on the purchase page. At that time, we also made a ******** exception and ******** Ms. ****** returning the item. Upon receipt of this complaint, a Customer Experience Manager contacted Ms. ****** on November 24th and confirmed her issue was resolved. We consider this matter closed.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a registered nurse and I have been working in the health care industry for 13 years. I understand that all clothing companies have different sizing but I believe it is discriminatory to carry at 2x that fits a size women's 16. In every other clothing store a 2x is a women's 20-22. Of course the response from people is ****** lose ******** yes that would be wonderful to lose weight over night. I believe that this company ************* against ***** who are on the plus size side of women's clothing. They are not inclusive or body positive. I will no longer support this clothing line until they fix their *******

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/24) */ To Whom It May Concern, FIGS received this complaint on November 22, 2021. Prior to that, ****** ****** did not contact FIGS. We are disappointed Ms. ****** was unable to find FIGS that fit her as she hoped. We don't agree with her statement that our sizing is discriminatory. FIGS understands health care professionals, and all humans, come in different shapes and sizes. We attempt to offer as many of our products in as many sizes as possible, but understand that may not meet all needs. As Ms. ****** stated no resolution was requested and her complaint was for BBB info only, we did not reach out to her. If she would like to provide any additional information or feedback, we would be happy to discuss her concerns. Until then, we consider this matter closed.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have purchased upwards of ** dollars in scrubs from Figs. I bought them because they were supposedly of good quality and I loved the way they felt. I work in a healthcare field that doesn't require the wear and tear that you might see in other healthcare professions, I have a lot of desk work. Not even a year has gone by and one of the pair of pants I bought ripped at the seams while literally doing nothing but sitting. I was told that Figs only guarantees their product for 6 months and the best they could do was a discount code. So for a 50$ pair of pants you only guarantee that they'll last for 6 months? Not only that but I can get a discount code online. I have purchased much cheaper quality scrubs that have lasted twice as long when I've been in a department with twice as much work. I will no longer be supporting a company that charges outrageous prices for scrubs that don't even last a year.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/11/12) */ To Whom It May Concern, **** received this complaint on November 12, 2021. Prior to that, **** ******* first contacted FIGS on Monday, November 8th, requesting a replacement for an item that was purchased in November of 2020. We advised her that we were unable to offer a replacement for an item a year old, but did offer her a discount code toward a future purchase. Upon receipt of this complaint, a Customer Experience Manager attempted to contact **** ******* by phone and email. We were able to reach her by email and, in an effort to resolve her complaint, we issued her a gift card for the value of her purchased bottoms. We consider this a fair resolution to her complaint. We consider this matter closed. Consumer Response /* (2000, 7, 2021/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am happy with the response from the team, however I will not be purchasing any more products from them in the future. I can't spend anymore money on products not guaranteed for longer than six months at those prices.

*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. ↩