figleaves.com

Full review
Figleaves sizing was misrepresented on the three products I purchased. Two of the three were of different brands. I purchased these items as gifts.

Upon determining the sizing issue, I called Figleaves to get the returns department address to make an even exchange—simply for size. My first call was responded to with a flat and direct: “You can’t return the items because they were on sale.” No apology at anytime during the call. I said I just want to exchange. The representative said, “non-returnable.” How incredulous. I had never heard of such a thing. I asked to speak to a supervisor and was told there was not one available, “There are only two of us here in the building! It’s after midnight here, everyone has go home.” Can you believe that there was no supervisor? “Who is watching the store, I said to myself. I then realized that I was calling the UK (even though my package was shipped from the Michigan, USA). I asked the person to leave a message for the supervisor to return my phone call at 8 a.m. EST US or 1 p.m. UK time.

I received a call at 2 p.m. EST US on the next day. I again inquired about a simple exchange for size. I received the same response “You can’t return the items because they were on sale.” She further stated that the ‘no return’ policy on sale items was on the website. “That’s our policy,” she added. In point of fact, it isn’t anywhere on the site. In fact, the site and confirmation emails speak of a 100% satisfaction guarantee:

 “We offer a 100% Customer Satisfaction Guarantee - if you're not completely satisfied with the items you have ordered, we will exchange them or give you a full refund, provided that you return them to us in their original condition, with all labels intact.

Please note that returns on hosiery cannot be accepted if the packs have been opened, and certain products are also excluded from our general returns policy for hygiene reasons (this will be indicated on the product description pages of applicable products on our website). Items can be returned up to 28 days after you receive them.”

So where is the “100% Customer Satisfaction Guarantee?” The second paragraph doesn’t apply with respect to the items that I purchased. The order was placed on December 5, 2008 and delivered December 16. The call in the attempt to exchange was made on December 28, 2008—not even close the 28 day limit. Furthermore a special allowance is made for holiday gift returns:

“For items ordered after November 1 as Holiday gifts, any return must be received by us no later than January 12, so please allow sufficient time for postage.”

Still, the items could be returned well before that deadline. But they would not be accepted for an exchange for size.

And I was offered no further help. I told the person that I would no longer shop at Figleaves and that I would share that message with the person who referred me and anyone else with whom I come in contact. I had to ask, “Is the economy THAT good in the UK that you can lose customers?” To which I received no response (not that I was looking for one. Again, no apology whatsoever. The tone of the representatives in both instances was haughty and rather brusk.

Unless you like to be treated as an ignorant ‘Yank,’ STAY AWAY from Figleaves. Unless of course, you are 100% certain that whatever you order will fit perfectly and you will never need any type of customer assistance, perhaps you might want to take a chance. But it is just that—a chance—a big gamble. The odds are not on the customer’s side. I‘ve seen better odds at a Las Vegas casino.