figureempire.com Reviews 167

Bought a lego set and the website showed a genuine lego box whereas I received a fake Chinese version. All the reviews on the site are 4 and 5 star and when I left a scathing review it never was published.

Figure Empire sell products not worth the money paid while avoiding issuing information on how to return or providing refunds. Don't fall for their rubbish.

Ordered LED dog harness it came but way too small even after following their measurements. No paperwork so emailed asking how I return. Four times I have emailed and no reply. Please be warned DO NOT order off this site you will be throwing your money away.

Charged my card in the name of: YARNOBSESSION.COM WENTWORTH POINSW Look that company up on Trustpilot.

Also note their registered UK address is a scam address: 12 Constance Street, London, E16 2DQ

I ordered a Multifunctional Hammock Tent - GREEN × 1 on 13 October 2020.

I emailed them afterwards to see if they could apply the 10% discount retrospectively and they promptly replied they couldn't because the offer didn't apply to orders over £75. However, that wasn't true as their website allowed me to apply 10% discount to the same hammock when i tested it and I have a screenshot proving it.

On 19th October I received an order dispatched email.

On 29th October I received a small 2kg parcel at my place of work which I excitedly opened but I was soon very disappointed to find it only contained half of what I ordered. I'm missing the rain fly and rope, the air mattress as well as the guy lines and stakes.

I emailed that evening querying when I would receive the missing items and I haven't received a reply yet 9 days later despite sending them a further email and website message since then.

I thought this item was shipped from Vietnam but the envelope I received had 48h UK tracking and was sent from Unit 5 Trident Way Southall UB2 5LF.

On the website it states you can organise returns by clicking on the “Complete Orders” link under the My Account menu and click the Return Item(s) button but there is no such option available!

If they still haven't replied in three more days I will post what I received back to the address it was sent from recorded delivery. It's only worth about £30 on its own and useless for wild camping without the other 2kg of stuff. I will also be reporting this matter as potentially fraudulent to my credit card company as I doubt I will ever receive a refund, the missing items or any further emails from them.

In the meantime I shall try phoning them. I'm also going to email them from a different email address about ordering an item to see if they reply to that whilst ignoring my other three emails about the missing items.

Update 9/11/20
They replied to both my pretend sales inquiry emails.

I then emailed them with photos and screenshots as below:

Nov 8, 2020, 10:49 AM (1 day ago)

Hi,

Please read my Trustpilot review: link to this page

I don't understand why you are not responding to my emails about the missing items from 10 days ago yet you responded to two emails I sent yesterday from two different email addresses about pretend sales inquiries.

Please see attached proof that everything I say is true.

If you are not going to send me the missing items I want a refund so please confirm which address I should post what you sent me to. Also you should send me a postage paid label as this is not my fault. Two senior managers at my work witnessed me open the 2kg package which should have weighed 4.1kg if the rain fly, rope, air mattress, guy line and stakes had been included.

I hope to hear from you soon, otherwise I will be reporting the fraud to my credit card company and I will not be improving my review of you on Trustpilot.

Best wishes,
Lewis

3:57 AM (16 hours ago)

Dear Lewis,
First of all, Sorry for the late reply!
We understand your feelings and We sincerely apologize for that.
Please give us a few days for us to resolve your problem, we will respond to you as soon as possible.
Once again, we apologize for any inconvenience this may have caused.

Many thanks,
Wishing you a great day.
From FigureEmpire

Hi there,

I've waited two more days on top of the 12 days since my 29th October email asking you to clarify the missing items. If in 14 hours you still haven't confirmed the address to return what I received for a refund like you 100% guarantee on your website. Or proved the missing items are being posted to me ASAP I will be reporting this fraud to my credit card provider, Action Fraud and Trading Standards.

Best wishes,
Lewis

Nov 26, 2020, 12:05 PM

Hi Figure Empire,

Thank you for the email.
No, a 50% refund (£127.95 /2 = £63.50) is still frankly theft since the cheapest cost to buy substitutes for the items you didn't send would amount to a 75.5% refund

Please stop trying to steal money from me! If you were a reputable firm you would have sent me the missing items or given me the address to return the item for a refund a long time ago.

The rain fly is by far the most expensive item being made of 70D ripstop Polyurethane and as I have already explained it's not even possible to buy the same matching rain fly separately. The cheapest cost for me to buy substitute items for the items you did not send is £74.99 + £21.59 = £96.58 and I don't even want that.

Please email me a postage paid label and copy in disputes@tescobank to prove you have done it so I can return what you sent me for a 100% refund like you 100% guarantee on your website.
Lewis

30 November,
FigureEmpire didn't reply or send a label!

Item arrived damaged and nothing like the picture. Contacted the company several times via the email address on their web site and got no reply. Lost my money, would advise you steer clear.

Poor service, item never arrived and never got my money back. Wouldn’t recommend