Figleaves

I bought two items and returned it straight away (I just didn't like it) using the free returns label.

The Figleaves refund deducted the cost of the original postage, which is illegal for returns within 14 days. Their T&Cs said they deduct the cost of the return postage, but the person on their call centre said they were deducting the original postage. Either way, it's not "free returns".

My call to request the postage was refunded resulted in an argument about the law. Since I had researched this I was able to eventually convince the person that I knew that they had to refund this money, which they have now done.

I reported them to the Advertising Standards Authority for false claims about free returns. The ASA responded that I had a valid claim and they had written to Figleaves.

Figleaves have now removed the banner at the top of the page saying "free returns". They have also changed the T&Cs to reflect the law.

AND: I tried to post a review similar to the above on their website and they rejected it because "it did not meet all our website guidelines". They say they only accept reviews of the actual product purchased (which is very convenient for them, as that means THEY can never be criticised on their own website).

So: don't expect Figleaves to be nice or helpful. I now consider them a "gamer" who aren't interested in customer service, just seeing what they can get away with until they are forced by external pressure to follow the law. I was becoming a regular customer and will now never use them again.

Has anyone else had a bad experience with Figleaves.com. I had liked the company until this latest experience. I ordered 7 bras from what I had thought was a U.S. company. About a week or so after returning a number of the bras, I receive a $78.33 bill from DHL for interntaional shipping from the UK. When you place the order, they do not tell you that you will have to pay a separate cost for international shipping. They told me that I should have noticed a pop up window about incurring this kind of additional cost. They admitted that the exact amount is never mentioned. Their justification is that it was not put on your credit card at the time of the order. So they don't have to tell you about it.

I partially blame myself for not checking more sites for their reviews on Figleaves. I just saw the one site said it had a 8.9/10 rating and just went with it. I assure you I regret it.

I live in Canada, and I placed an order on the US site on January 27th. When I hadn't received anything after the range of "7- 10 business days" had come and gone by, I messaged them online through a contact form and got no reply. Not even a canned automated message.

Then a few days later I tried again and spoke with a representative through live chat who fed me a "it could be held up in customs or maybe you should check with your local post office" line. Which was deeply unhelpful since she didn't even supply me with the name of the company delivering to my door.

Fast forward two more weeks to February 29th, and this time I tried again online. After stating my frustrating experience, a representative offered to send me a replacement with express delivery, with no additional cost. Okay, cool. People muck up sometimes, so all's well that ends well, right?

No. Not when I'm hit with a $41.59 CAD duty fee for an item that's worth $100 CAD. From the other reviews I've read, this happens to people who live in the US too. The US Figleaves site doesn't send you stuff from a warehouse in US -- it's all from the UK regardless. My invoice lists two UK addresses -- it's either from Hertfordshire or Suffolk. Have fun with that.

Others who have more patience than me say that there is one tiny line of fine print on the site that says something about possible duty fees and taxes, but I assure you, they've certainly tried their best to make it as obscure as possible.

I know it's tempting to buy from Figleaves since they have a great range of sizes, but DON'T DO IT. The product I received is as advertised, and it's exactly like the one I saw in Nordstrom, but this entire shopping experience is frustrating and ridiculous.

The website design is fine, delivery is usually quick but if you dare to find a bra unfitting and try to return it for a refund or a store credit - OMG! The horror! I once had to chase them for months! (literally) to get a simple refund for one bra I had returned (within the return time frame they allow for refunds). The second time I got the package very late, more then a month after ordering and when I asked them if I can return some of the items still, for a store credit or exchange (as many other online bra shoppers I ordered the same item in different sizes to find the best fitting one) I was simply IGNORED, time and time again.
Moreover, if you look at their "terms and conditions" page you'll find a threatening "fraud" section:

https://wecc.drct2u.com/system/templates/selfservice/figleavesUK/#portal/1004/article/2886/Fraud

Which is likely to make to you feel more like a thief than a costumer. They're fine as long as you don't cause "trouble" like daring to ask for a refund or make a return. If you're smart - stir away, especially as finding a bra that fits is so hard to find and it is likely that you'll have to make a return sometime.

Seems Figleaves could care less as they already deleted my original review of a tankini. I will lose money to ship the item back for a refund on an item that was not as described. SAD -- I ordered a 36DDD (came as 36E, UK size, ok fine) but there is absolutely NO WAY this is a 36E! In fact, in measuring it flat it is only 14" across the front seam-2-seam, and will barely stretch to 16". The underwire is also 1.5" shorter than all of my underwires (tip-2-tip measuring across the U shape). Which would in fact make it a 32D at best. I've never been afraid to squeeze into anything given my bra size, but with this tankini it is impossible. Now, of course, I have to pay for shipping for return or exchange, which shouldn't be the case since it it clearly not as described. I found out after the fact, that this is a regular practice with Figleaves clothing options/online purchases- terrible to know your sizing is wrong and send the item anyway -just plain ridiculous.
100% DISAPPOINTED - ITEM SIZE NOT AS DESCRIBED