Well, it's supposed to take 5-10 business days to receive an order, and here it is, business day 15, and still no sign of my order. Mind you, 'business days' for this company only count Monday-Friday even though the postal company also delivers on Saturdays. So it's actually been 17 shipping days and still no order. I contacted customer service last week on business day 11 and they told me they couldn't track the order but to call my local postal carrier in case I wasn't home and they didn't leave the package or a note. This makes no sense, because the USPS doesn't deliver small packages to the door, they leave them in my mailbox (I only ordered a swimsuit). Today, on business day 15, I contacted them a second time and this time they were magically able to track the order, showing that it got 'held up' at customs and assured me that my item would be shipped soon. I asked if I could cancel my order and of course I can't, but they told me to feel free to return it for a refund after I've received it. Why even bother putting an estimate on shipping times if you can't reasonably meet them? Customer service was little to no help and I wouldn't have ordered this item if I knew it would take this long (it won't be here in time for my vacation in two days, which was the sole reason for purchasing the item).
I ordered a few items and had to return them. A family emergency came up that distracted from returning the items on time (they arrived only a day or two late) and FigLeaves was understanding. The customer service representative (Sonya) was incredible and wonderful to interact with.
I ordered another shipment (one that fit) and it arrived within the delivery time frame. Not only that, but all the items fit (hard to find all bras that fit the same) and were fantastic! I'm really satisfied with the company and recommend them for both US and international shipping (I've purchased from them while living in Denmark)
I've just spent £175 with Figleaves. Does that make me a valued customer? Apparently not.
There was an item short in my delivery. First of all they say the parcel must have been damaged, they couldn't have made an error when packing, 'it shouldn't be possible'. The parcel was undamaged when I received it, so now they want to 'check their CCTV' . They seem to think I am some sort of liar.
A supervisor/manager has called me back, they maintained the same line, even suggesting 'it might have fallen down the side of the sofa'. I apparently am also stupid.
So Figleaves, you can have the lot back and I shan't be buying from you again. This is no way to treat your customers. Oh, and by the way, I won't be paying the return postage either. You can look forward to a claim from my credit card company.
I have been a customer for years and love that they carry Melissa Odabash bathing suits. When I purchased the wrong size and attempted to return they said the suit was worn and could not be accepted. When I escalated the call they said no refund and the suit would be thrown out, because it had been 'worn''. Really? Look at my history and long-standing patronage. The suit was returned to me so that I might have something to show for the investment and I will no longer purchase from this company. I have attempted repeatedly to opt out of emails to no avail. Frustrating in the extreme. Very short-sighted to be so unaccommodating to formerly loyal customer. This negative and expensive experience was way over the top in rudeness and lack of support. I am finished with Figleaves.
I ordered about 10 items from Figleaves. I returned 7 of them. They were awful quality and all very cheaply made. After I sent them back they told me I wore them (I did NOT) and they will not refund my money. No credit to account nothing. My only option was to take the items back. I didn't want them...they look awful. So they send them back anyway and I get charged 56.56 for shipping!!! I refused the items at my door so the shipping company sent them back. Now Figleaves is saying I either pay the shipping or they are keeping the items. Unbelievable. NEVER order from these people!!!
I have also tried Breakout Bras. They have the same type of stuff. The customer service is way better. My mistake for trying something new.
I had problems ordering on the website due to site misfunctionality and was unable to use my promo code before it expires.I emailed and called up customer services to explain my problem. The advisor [Name] was extremely rude and patronising and unsympathetic towards me. She did apologise to me for the site mosfinctionality and refused to resolve the problem. I asked to speak to a manager, who sounded highly unqualified and dumb as a plank of wood, she also refused to rectify the situation. One thing is for sure, I won't be shopping here again. Awful customer service!
Be wary of this company especially when giving a gift. If the gift is not suitable, you risk losing your money.
Gift box scam
1) At check-out, the website will try to sell you extras, especially gift boxes. As you are giving a gift, you will likely add this. Note these boxes are not personalised and are Figleaves branded so they will not be suitable for re-use for other gifts. The no-quibble returns policy does not apply to these last minute extras. Recipients of gifts will not know as the returns information enclosed will make no mention of it.
2) Outside of the Christmas period, if recipients do not like their gift they must return the items within 10 days. This is effectively the statutory 7 working days laid down by the Distance Selling Regulations in the UK which covers online purchase from UK registered companies. As a return within the statutory period by the recipient is de facto a cancellation of purchase, you might expect full refund. Figleaves website even claims that they will refund delivery charges. However if the recepient does return the gift within this period, Figleaves customer services will argue the recipient of the gift has to write to them explicity 'cancelling' the purchase for a full refund.
3) When you have a problem with Figleaves, a different customer services will respond to you each occasion. You will not be able to deal with one person. The responses are handled by whoever is on duty, so you will have no continuity and it will be a struggle to escalate your issue.
Figleaves have a good thing going for themselves. The gift boxes sales guarantee a revenue stream even for unwanted orders. If the gifts and gift box are returned, they will hold on to part of your payment.
It's so hard to find my size but Figleaves not only has it, but has it in many different colours and sizes and in a price that's competitive to the regular sizes in department stores. Buying my size normally costs over $100 because I'd have to go to a specialty shop (you won't find 36HH in any Wal-mart!) so I'm very happy for this. Also I once got a faulty bra but followed their directions, mailed it back and got my refund including the $30 it cost to ship it back couriered/insured. I will keep on shopping here as long as they keep having my size!
I had no trouble with figleaves until I tried to return my order. On a whim, I sent the package with delivery confirmation. I had attached THEIR OWN address label sticker so I know the address is correct. Two and a half weeks after sending $180 worth of bras back to the company I still had no confirmation of receipt of my order. I checked the delivery confirmation and discovered that item had been delivery two days after I sent the package. They had received it exactly two weeks ago.
I contacted the company and said: "I shipped you my return on July 3rd. According to my delivery confirmation (insert delivery confo number here) you received my item on July 05, 2012, 10:24 am at your VA, USA location. However, I have not received an e-mail to confirm that the item has been received. As it has been two weeks since you received my item, I would like confirmation that my order has been received and to know the current status of my refund. Thank you for your understanding."
The company replied: "Unfortunately, we still have no record of having received your return. We'd therefore suggest that you make a claim with the carrier you used to return the goods. If you need any further information from us in order to do this, we will of course be happy to help."
At this point I was panicking. I decided to follow their advice and contact the post office. However, since I had proof that they HAD received it I began to file a paypal claim as well in case things at the post office revealed only that figleaves did have my item. As I was filing the paypal claim I received another e-mail from figleaves stating: "Just to let you know that your returned parcel from order number XXXXXXXX has arrived safely back at figleaves.com. [continue with canned response here]."
From this incident I would make the following comments:
A) I will not be ordering from them again without a delivery confirmation on my end no matter how this situation is resolved. Anyone who is being jerked around by them should file a paypal claim.
B)I would suggest to figleaves that they try the following approach when they are unsure where they put a package. "We don't see your package in our system, please give us 24 hours to check our warehouse for your item. If we cannot find it, WE will contact the postal service to find out who signed for the item since your confirmation number does show it was delivered here."
Oh, and apology for blaming me would go a long way.
C) I found it EXTREMELY rude that I should have to contact the post office when it was a mistake on their end. That is just plain irresponsible to ask your customer to do the leg work when there is obvious proof you received the item.
D)Until figleaves changes it's attitude and policy regarding shoving customers under the postal system bus for figleaves mistakes, I'll be staying away.
I would not recommend Figleaves, their customer service is appalling.
I placed an order of £30 with figleaves that they sent via Royal Mail but never arrived. I contacted figleaves that my parcel had not arrived and they told me that I had to chase up Royal Mail for my parcel. Royal Mail were very helpful, but because figleaves had not sent the parcel as a tracked piece of mail they couldn't help me.
After contacting figleaves on several occasions they eventually sent me a claim form for my missing parcel. They have now said they will not send me any further parcels without me paying the extra for express delivery and after 6 weeks I still have not had a refund for the items I have not received.
Having used multiple other e-commerce sites any order worth that value was always sent via a trackable postal service and all these parcels were received. I will not be using figleaves again because of their shocking customer service.
I love figleaves! A lot! I have used them for a so many purchases over the years! And always end up with things I can't live without.
They have such a huge selection of everything thinkable in underwear, lounge-wear and more! From basics to boudoir!
They have the trunks my husband prefer as well as a range of maternity bras that makes you feel comfy and mummylicious. And the sassy underwear that is not mummyish at all!
They are very generous with their discounts and offers, and I have never had any bad experience. I even love that they wrap your items in a sheet of silk paper.
The only downside is (for overseas buyers) that if you are going to return anything, you will have to pay the postage yourself. It may seem like a little thing, but here in DK it is a rather expensive affair. And this is such a huge site, that you should think they could afford to put a free return label with your order.
This is where I buy most of my lingerie and swimwear. My favorite brand (Freya) is hard to find in France and rather expensive here. Figleaves offers an amazing selection for all sizes at fair prices.
Over the years, I've only had one issue with delivery, which was solved very quickly and efficiently by customer service.
I wish I could enjoy the same free shipping/free return policy as English customers do, as returns from France to the UK can be a bit costly. However, considering the overall quality of the products they offer and their prices, it still is cheaper to buy from them and pay postage if I order more than one or two items than go to a local shop.
Would definitely recommand this site, especially to ladies who have trouble finding products in their bra size in regular shops.
Awful customer service and total refusal to offer a refund for damaged goods…
I bought a bikini from Figleaves for a holiday, it fitted perfectly on dry land but when I went in the water for the first time I realised it got quite slack. The second time I wore it the problem got much worse…I could hardly keep the bottoms up. When I dried it off and looked at the bikini all the elastic around the waist had perished and formed a big wave. The bottoms were notably larger than when I’d bought them (holding them up against the same style brief also from Figleaves). I returned them to Figleaves who refused to refund me because "they don't agree there is a fault in the bikini"!!! A bikini that perishes after two wears and cannot be worn in water is faulty! I asked them to elevate the complaint to someone else and they refused - no further discussion, I could have my faulty bikini back or they would throw it away. I cannot believe a company of their size takes advantage of the fact you have no further come back. I've spent £50 on a bikini that I wore twice. Awful customer service I will never buy from them again… By the by, I had a problem with a Bravisimo bikini the previous year and receive a full refund & apology by return of post, delightful customer support. Shop for your undies and swimwear there in future!
I tried to order stockings for my wife but even after submitting my payment details to them they failed to deliver. Fortunately, they did not process my payment details. I found them unreliable and would never use them again.
Figleaves har udvist god kundeservice. Min pakke med bestilt tøj nåede aldrig frem, og efter diverse efterlysninger og undersøgelser for om pakken var blevet helt væk, fik jeg mulighed for at få pengene igen eller få varene gensendt. Jeg valgte at få pengene igen og de blev overført til mig samme dag som vores aftale blev indgået. God og hurtig kundeservice. Tak for det.
Figleaves has demonstrated good customer service. My parcel with ordered clothes never reached my frontdoor, and after a few investigations at the Postal Service companies, the conclusion was, that the parcel was gone. I got a choice between a refund or a replacement. I chose refund and the very same day, the full refund was transferred to my creditcard. Good and quick customer service. Thanks for that.
I have bought quite a bit from here, I just wish their product descriptions were a little more descriptive as far as bra padding goes. I have received only one bra that did not look as pictured. They're return/exchange policy is great, shipping is also decent. Wide variety of lingerie, decent pricing.
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