The North Face Reviews 343

A week ago I purchased a digital gift card from their e-shop, which was supposed to arrive in my email immediately. I went to the party 2 days after ordering with a business voucher, which I had to make quickly. It's been a week and I still don't have the card, no one is responding to my emails. I really wouldn't expect this from such a professional brand as TNF.

Literally the worst company I have ever had the misfortune to buy from. I bought a pair of shoes that fell apart after 2 months, and they have refused to treat it as a warranty claim, offer a replacement or a refund. Their customer service team are truly dreadful, they just blank you and refuse to respond to emails and phonically. Do not buy anything from this company.

Awful, scammy company.
I ordered a jacket, but after arrived realized it’s too large.

So request a return, send the item back and make sure I take the return receipt and everything.

4 weeks later still no refund, contact north face, send them all the receipts and stuff. They claim they never received the return item. Even if it shows clearly that the DPD lost it half way through.

Still didn’t get my £350 back.

Apparently it’s a common thing for north face. So do not buy from them.

I am absolutely appalled by the way The North Face handles returns. I returned an order using their chosen courier (Yodel), and the tracking clearly shows that the parcel was successfully delivered back to their warehouse. I have the proof.

Instead of taking responsibility for their own warehouse operations or their courier, they completely washed their hands of the situation.

So now, The North Face has my returned items AND my money, and I have absolutely nothing. If you are buying online from them, beware. If anything goes wrong with a return, they will not help you, they will ignore tracking evidence. Absolutely disgraceful.

I recently ordered a product but it didn’t go through so I got in touch with customer services and spoke to a lovely man called Adam S. He was very kind, helpful and understanding as I’m autistic and have ADHD, he was very patient and resolved the issue within a day. Highly recommend.

I have received my trainers but they are completely different colours from the advertised trainers, False advertising isn't good for a big brand , I bought them because I liked the colours but these are completely missing the details and colours of the ones on show , I have contacted customer service but no reply, Would not recommend and will definitely not be purchasing anything else as I'm paid a lot of money for these.

I went to the store to ask for advice about my jacket that is less than 2 months old and there is fiber migration / Insulation Leakage.The internal synthetic fibers or down are poking through the face fabric and the hemline. The store manager on Regent Street made me feel like I was using the jacket improperly and said that they have 3 northface jackets and its never happened to them. I was on the verge of tears because its my first jacket and I have been told they last a long time and are very durable.

I bought this mitten in Nov 2025, and wore it twice for around 8-9 days. You can see this edge is broken, I checked that there is 2 years warranty, but TNF rejected the replacement nor repair.

I wonder that the quality we should expect, right? If it is, then I probably will avoid TNF in the future.

Bought an item via thenorthface.co.uk website using a gift card I was given.
The item was too big even though I had exactly the same item in the same size already, bit strange.. anyway no problem, I'll just exchange it for the next size down....oh no you won't!!
So they don't do a straight forward exchange, OK whatever, I'll send it back get refunded straight back to the gift card and order again...on no you won't!
So they receive it back on the 16th Jan...no immediate refund AKA like Amazon.
21st get notification refund has been processed . Great i'll be able to order the item again...oh no you won't!
Gift cards apparantly take 7-10 working days to appear back on the balance.. WTF thats longer than card payment! great. So have to wait until 3rd Feb.
3rd Feb comes no gift card balance. Contact TNF "customer care" again, we will investigate it internally but we need the gift card number ( I provided it already ) and the gift card order number....ok I don't have the order number of the gift card... as it was a gift, hence the name. So I have provided the original order number of the item and the gift card which is all I have (and needed to order the item in the first place) as per there terms and conditions.

After telling them this I receive another email again asking for the original gift card order. Again I reply I don't have it.
This repeats its self 4 more times! each time is 5 days in between their replies....insanity.
After a few times this happened I could see they were clearly not going to try and resolve the problem by just simply issuing a new gift card for the value of the item (that would be too simple), so I asked for a letter of deadlock (3 times) they refused.
Asked for the details of the abitration service they use or ADR - eventually got someone to say that they don't have one- great!
So no other recourse but court action- so asked for the details of who to send "letter before claim" - no reply has come.....make of that what you will.

The moral is this company is one of the worst I have ever had to deal with there is Zero "customer care" with broken promises... "I’m here to support you through the rest of this process, and I’ll make sure everything is taken care of for you" - direct quote from 26-1-26 email.
And worst of all if you ever buy something with a gift card there is no protection- no refund - no recourse.

Tell your friends and family never to buy you a gift card from this company.
AWFUL

Very disappointed with The North Face.

I paid for a jacket that was never received because it was stolen during delivery, and the company has refused to replace it or refund me. Instead, they told me to contact my bank and request a chargeback, which is unacceptable customer service.

I’ve been a loyal customer for years and own a large amount of North Face gear for hiking and skiing, including equipment for my wife and children. After this experience, I will not be purchasing from them again.

Be careful when ordering online — if something goes wrong, you may be left without your product or your money.

Placed an order with North Face 2 weeks ago kept on checking on delivery from DPD but nothing, I logged into my account to find out that it says return status, I never received the items, they just took my money, never even shipped the items to the courier, pls avoid at all costs and don't order anything online, I am 130 pounds out of my pocket with no goods received 😢 will try to dispute it through PayPal, fingers crossed

Ordered a coat which was apparently delivered, the tracking image was a close up of the label with no other context - so could have been anywhere - it wasn’t my house as we never received it. Spoke to TNF and they explained how sorry they were and that they would deal with it. No further response, chased a number of times and was ignored. Eventually did a claim back with the bank to recoup funds. TNF just don’t care and I wouldn’t buy anything from them again.

Literally been ages since I returned my item I returned it at the start of jan why is it taking nearly a whole month to get my money back, I still haven’t got it! And they told me to wait till the 28th now

Brought a Northface quest jacket from bx shopping centre branch, only 6 weeks into wearing the jacket ,I relised the arm stiching going white and splitting. Tool back to there branch, a HORRIBLE man called Chris, accused my wife of trying to pull a fast one.
The manager or supervisor was the same sxxx .
NEVER BUYING NORTHFACE AGAIN , ALL THERE STUFF ARE CHEAP QUALITY.
SHAME ON YOU.

order no： #N5746654
The refund was requested on 29 November, and tracking confirms the returned item was delivered to your warehouse on 2 December. As of 16 January 2026, I have still not received the refund.

I have contacted customer service multiple times by email and phone. Each time I was asked to wait (15 working days on two occasions, and most recently an additional 7 working days), with no resolution. I also requested contact details for the complaints department, which were not provided.

It has now been nearly seven weeks with no refund or clear timeline. This delay is unacceptable.

I request immediate confirmation of the refund status and a clear completion date.

I am extremely disappointed with The North Face and how they handled my return.

I returned an item on 19 December in line with their returns policy. The parcel was delivered to their warehouse on 22 December, confirmed by Yodel tracking and The North Face’s own website. I have clear proof from both.

I contacted customer service multiple times. At first, they confirmed receipt of the return and told me the refund was delayed due to Christmas. I was then given multiple promised refund dates that were never honoured.

Later, I received an email from their fraud department claiming they never received my return and refusing my refund, despite the tracking evidence. This was extremely distressing and completely unacceptable. Being indirectly accused of dishonesty when you have done everything correctly as a customer is shocking behaviour from a company of this size.

I asked for Alternative Dispute Resolution (ADR) details as required by UK consumer law, and this request was ignored. Instead, I was repeatedly told to contact my bank.

At this point, I don’t have the item, I don’t have my £164.50 refund and I’ve spent weeks chasing something that should be straightforward.

This experience has caused me significant stress and has completely destroyed my trust in the brand. I would strongly advise anyone considering ordering from The North Face to think carefully, especially if there is any chance you may need to return an item.

Very poor customer service, poor accountability, and an unacceptable way to treat customers.

I am shocked at how badly The North Face treats its customers when something goes wrong.

I paid cash in-store and was refunded with a gift card valid for 12 months and usable both online and in-store, which I agreed to. After that, the company removed the funds completely without providing the product.

It then took over a month for The North Face to admit the issue was entirely their fault.

Instead of restoring the original gift card, they issued a downgraded replacement that I never agreed to:
• Online-only code
• Only ONE MONTH to use it
• Restrictions on what I can buy (no discounted/sale items)
• Worse terms than the original refund they themselves provided

So my money was taken, no product was supplied, my refund was removed, and then I was given a heavily restricted code with a one-month deadline, as if I was being punished for their mistake.

This is not customer service — it feels like deliberate obstruction designed to make sure customers lose their money. The support process was slow, dismissive, and completely unfair.

For a brand of this size, this behaviour is unacceptable. If anything goes wrong with your purchase, expect delays, downgraded refunds, and arbitrary restrictions.

I strongly recommend avoiding The North Face. There are plenty of brands that respect their customers — this is not one of them.

ordered 3 items from northface, no confirmation emails to confirm my order, without telling me they send my items in 2 packages with 2 different companies, so when I opened the 1st one without knowing about the 2nd, I thought they had forgotten to include all my items, no communications that the items were on there way, UPS couldnt even text me or be bothered to deliver to my house, they left them in the local shop without even telling me, AVOID this company to AVOID stress and hassle and the risk of losing your items, its the first and last order from me

I bought man jacket from them and when I received I didn’t like it so I returned on same day by Yodal and after some days they received and is confirmed on tracking is been delivered back to north face .
But they didnt refund me till 7/01/26 so I ask them they said they apologise for delay as is due to holiday and they have backlog so I understand then they ask me to wait till 12/01/26 and when I ask them by email and call I still not receive my refund £182.75 they refuse to refund me they say they haven’t received the item back I send them all proof of return they still refuse my refund.
They are thief they take people money like this now I have to escalate this matter to my bank and suffer all hassle and stress due to them don’t buy from them is warming for everyone.
They are thief’s .bad service bad reputation big name

I treated myself to one of your jackets in autumn. I needed to wash my jacket so I read the label and care instructions so I didn’t make a mistake. Unfortunately the jacket came out all thinned and the feathers inside clumped together. I had warranty but they are trying to call me a lier and say I did it incorrectly which is not true as why would I waste money and not do it correctly? I am a lier I’m guessing. I can’t use the jacket anymore. They aren’t helping me at all and don’t care.