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: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

• Initial Complaint

  Date:09/16/2022

  Type:Sales and Advertising 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.

  When giving them all of their ****** back because they take money off each piece like 20 dollars which makes no sense. I called and told them I had already ordered ****** and they gave me store credit instead of the money back on my card which was ******* I didn't want it back as store credit after I already ordered replacements in the sizes and styles I needed. They said they would refund that amount on my card which was said to have been done 9/6. Today is 9/16 and I still haven't received the money back and i contacted customer service and they said It had gone through. It has not gone through on my end. It sounds like they are trying to say they can't do anything about it and to call back Monday if it doesn't go through by then. However on top of that i want the money that they take off each piece of clothing that I sent back to them because it was never told to me the customer that they did that and other people have said that they noticed the same thing. I called my bank as well and they see the charges for it initially, the refund for ***** but no refund for ******* They both held no responsibility for it and all I could dispute me leaving me short ******

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/22) */ To Whom it May Concern, Thank you for contacting us about Ms. ******'s concerns. On July 29th, Ms. ****** ordered 8 items for a total of ******** Her order was returned for store credit on **** That same day, she placed an order for ******** A few hours later, she contacted our Customer Experience team requesting to apply her previous store credit to her order. To facilitate that, we processed a refund to her order. Her payment of **** was not processed prior to receipt of the refund causing a reversal adjustment. In the end, she was charged ******* correctly. Our Customer Experience Director contacted Ms. ****** on September 21 and on September 22nd, she confirmed her complaint was resolved. We consider this matter closed. Consumer Response /* (2000, 7, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/31/2022

  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.

  Placed an order which was claimed to be delivered 8/30 at 1pm, got home at 6pm, wasn't here. Neighbors or managers doesn't have the package. I filed a missing package report with the carrier which is ***** and called figs. I explained what happened and asked if they could reship the package. I explained the order list was limited edition items. The shirt that was suppose to be delivered was already sold out and I was scared I would not be able to replace any of the times. I was told to wait 24-48 hours because this is a common issue with ***** and they may deliver following days. I suggested them to not use ***** if they keep having this problem. I believe I should've been refunded or reshipped right away because the items are limited edition and may not be available within the next day or so, apparel sells out really fast with this company. I was transferred to team lead who said the same thing. So now I have to wait 2 days and risk everything selling out. This is horrible customer service.

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/12) */ Thank you for forwarding ******************** complaint. Prior to receiving this complaint, Ms. ******* contacted FIGS on August 30th regarding a potentially lost package. FIGS' delivery company ***** stated the package was delivered that day but Ms. ******* stated she did not receive the package. Our customer experience team member requested Ms. ******* to wait 48 hours to see if the package was delivered as it is common that ***** marks it delivered early. Ms. ******* requested that the replacement be completed immediately. While we understand her frustration, ***** delivery confirmations discrepancies are often resolved within 1-2 days. Our customer experience associate followed up shortly after with an email confirming her replacement options if the package was indeed lost. FIGS received this complaint on September 1st and our customer experience manager contacted Ms. ******* by phone and email. That day, she responded via email requesting FIGS to expedite a replacement via **** which was completed and delivered the next day. Ms. ******* has not responded to any contacts since then. We consider this matter closed.

• Initial Complaint

  Date:08/26/2022

  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.

  Although I'm a new small business owner I am not a new figs customer. I have been ************************************************** ordering from figs since the company opened. I love figs and have referred my last 3 practices to open new team accounts with them. **** and ***** ********** ************ house , ****** on ******** and now awaiting approval submission for my business: ************** . All of these business are located in *****************. Recently (in the last 3 months) I placed a small order for 6 new hires in my company, all healthcare workers. Here are some examples of recent complaints: a new pair of bottoms split right down the rear middle of a provider in the middle of her shift exposing her rear in front of clients. The spelling of *************** was wrong, a new hire had to leave the company ************************* and I needed her embroidered top (Un Worn) exchanged. My patient care coordinator emailed **** regarding these issues and they're response was not geared towards resolving the situation. All of our staff photos wearing our **** are promoted daily on our social media , websites, ect. We have had to hire a photographer to come back out a second time and re take employee photos , have website company take down photos and postpone website rebranding launch. This has costed my thousands of dollars and could've easily been resolved if figs would've sent the appropriate scrubs. We were even willing to send back the ones that were incorrectly embroidered and damaged. I have included the account number below and also the time stamped email. I hope we can get this issue resolved and I can continue to pay it forward by helping others and helping my staff enjoy what they do while being comfortable in their figs. Kindly , ******* **********

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/31) */ To Whom it May Concern, FIGS received this complaint on August 26th, 2022. Upon receipt of this complaint, our Customer Experience Director contacted Ms. ********** regarding her concerns. In an attempt to resolve her concerns, we replaced the incorrect top ordered and provided her a future gift card. Ms. ********** accepted this as resolution of her complaint. We consider this matter closed.

• Initial Complaint

  Date:08/25/2022

  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 some items from them from their website. However their website glitched and kept giving me an error message about my method of payment so I made the order twice. Apparently the order went through the first time but They did not send me an email confirmation. So on my bank statement it showed two charges for the same amount. I told my bank that it is a duplicate charge and my bank refunded me the amount. It turned out to be an actual charge because I received the items in the mail shortly after. I originally wanted to exchange one of items but cancelled that and instead I returned two of the three items in that order back to the company. My bank later did a back charge for the entire amount that was refunded even though I returned two of three items. I called my bank and emailed the company back and forth and I still have not yet received my refund of the correct amount. I sent my bank proof of my returned items and yet Fogs has yet to refund me my money. The order number in question is #XXXXXXXX. I've been emailing ******* at Figs and have no heard back from them since August 11. I returned a top and bottoms, so my refund should be *******

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/06) */ To Whom It May Concern, Upon receipt of this complaint, **** was able to contact Ms. *** and confirm the returned item on the 2nd order. We placed a refund in the amount of ******* Ms. *** confirmed her complaint has been resolved. We consider this matter closed.