The North Face Reviews 343

I wish I had looked at reviews as what a useless company I ordered some shoes well in advance of my holiday to Berlin on Wednesday 28/5/25 and have opened them today to find they sent 2 left footed shoes. I will have had to return them but have been told I will have to wait until it is received to get my money back so I can afford to reorder them. Therefore I will not have them to go away with, I have never known a company send a pair of shoes this way in all my life and is very unprofessional and ruined my trip.

North face are a disgrace!
I’ve been chasing a refund for over a month now! I have my return parcel receipt and also have proof they’ve had my parcel for weeks. Every time I call and talk to someone they say they will call me back later that day with an update and that the team are looking into it. The team have now been looking into it for weeks and weeks and everyone seems to be passing the book! I can’t believe that a company of this size is not giving me my money back!! It’s disgusting and the customer service is without a doubt the worst I’ve ever experienced!!!!
If you like the clothes dont bother buying it from them directly as there’s a good chance they’ll steal your money!

Purchased a refurbished retro Nuptse gilet from the north face renewed (linked from the North face website). Gilet looked great but one panel was empty, so asked for an exchange, no reply, after 7 days, I emailed again as needed to send it back within the 14 days allowed. Eventually got a reply on the 14th day (a game of theirs probably!) Was immediately refunded the postage, but for months, even though they kept communicating back and saying ‘to hang tight’ they didn’t issue a refund. Eventually had to go through the credit card company to retrieve the money. Totally shocked by this whole process and ridiculous customer service from the North Face. Avoid!!!

Worst experience and never would buy again online from them. They won’t refund saying our item has not been received. Even with proofs and tracking saying the item has been reached back to north face.

FAKE website!!! Something suspicious is definitely going on. They took my money, and three days later they told me the item was out of stock, but their website still shows sizes UK4 and UK8 as available. I don’t understand how this is possible. It feels like fraud. It seems like they’re using a trick to hold onto customers’ money for a few days. If you think about it, it’s quite a profitable move to hold thousands of people’s money with interest-free. This is my honest experience, and I’m sorry to say I’ll be sharing it everywhere I can. We’re going on holiday this Friday and now we’re going without shoes. I’m sure you care deeply about our holiday plans. 😂 Big thanks to The North Face. This was our first time buying from you, and we were excited, ready to become loyal customers. But after this experience? Never again.

Very poor customer service and very bad experience overall. £200 Product ordered online, returned because it was small. Return confirmed in Yodel and in the North Face tracking systems but North Face refuse to issue a refund because they ‘can’t find the product’. I feel that I’ve been robbed, only choice is to dispute through my bank..avoid at all costs

Advertise delivery 2 to 5 days. This is false Advertising. Just been advised will be Over that timescale great as wanted for a present. After years of using won't use again. Spoke to customer service they could not give a dam

Scammers of the highest degree.

I returened 2 products to the value of €210 to TNF in November 2024 and was not refunded to the gift voucher I used. This is really confusing as I returned twice before and was refunded with no issues.

Firstly, I raised the issue with CS via phone call. I spent 13 minutes talking with an agent who then hung up. The agent on the phone was completely clueless about their own policies and laws regarding online purchasing.

I chose to raise the issue via email after this. 4 weeks later and I'm still without the €210 I was supposed to have been refunded. The agent I was dealing with was named Elsa and she has been extremely unprofessional all the way through. She has been fobbing me off pretending the issue was being investigated in all departments but these were just bare faced lies to deflect responsibility.

Never again will I purchase from the The North Face and would advice anyone else to do the same.

What really confuses me is the Irish website is actually based in Switzerland, a non-EU country which makes it very difficult to take any legal action from the Republic of Ireland. It's almost like it's set up this way on purpose, TNF are scamming you for your money.

£280 for a puffer jacket that said you can chuck in the wash I did exactly that and the whole thing is ruined! Screw this company!

For such a big brand they run a scam on returns where you send the stuff back, confirm it's there but then tell you their fraud team has refused to send the payment and you need to contact your bank to claim back the payment. Called several times and always come back to Fraud team has made there final decision and they won't reverse it even though they sent confirmation they received the items. Claiming back from the bank potentially takes weeks to sort out and in the middle of this now. If bank refuses then I will need to take them to small claims court, again wasting my time. Reading the other reviews they have done over so many customer so be warned. Never buying any TNF stuff again in my life.

Delivery taking more then advertised on website, when chat to customer service there is just being told as is being shipped from european warehouse and is taking so long to have it.

xtremely disappointing experience with The North Face at Bicester Village. After making a purchase, I discovered the theft protection tag was still attached when I got home. This oversight forced me to make an unnecessary 2-hour round trip back to the store to have it removed.
Upon arrival, the staff showed no remorse for their mistake and offered no compensation for the time and money wasted on travel. Their attitude was shockingly rude and unprofessional, completely disregarding the inconvenience they had caused.
The lack of customer service and accountability is appalling for a brand of The North Face’s caliber. This experience has significantly damaged my perception of the company and I’m hesitant to shop with them again. I expected much better from what is supposed to be a premium outlet shopping destination.
I would strongly advise potential customers to double-check their purchases before leaving the store, as the staff clearly cannot be relied upon to do their job properly. The combination of incompetence and poor attitude makes for a truly unpleasant shopping experience at The North Face in Bicester Village.

Bought some ski trousers that were £225. Wore them for 5 days skiing in France, they came back covered in tears and scratches and not what I would expect from a ‘premium’ brand.

Went to the Leeds Briggate store to ask for a refund, clearly not fit for purpose as advertised as ‘for skiing and snowboarding’. Was spoken to rudely by Sophie who stated basically ‘there’s nothing we can do as it’s not a warranty item, it’s wear and tear’. Since when is 5 days of usage classed as ‘wear and tear’?

Then spoke to the manager on the phone, he invited me into store (where I thought at least I may get some gesture of goodwill, such as a gift card), to then say the EXACT same thing as he did over the phone, with no change in his position. Wasted my time twice travelling into Leeds, the customer service team were more helpful than the store staff. Even though they couldn’t see my order they still gave me a discount on my next purchase (as if I’d buy from them again).

Spent thousands on this brand over the last 15 years and I’ll never shop here again. I’ll go to a proper outdoor brand like Patagonia next time who won’t argue with customers over a few hundred pounds.

Had to dispute the transaction with my bank and because north face wouldn’t have the item returned as it wasn’t a warranty item, I couldn’t get my money back so I’m going to be £50 down in addition to the £202 I paid for them (with a discount at till) getting them repaired.

I recently purchased a coat from this company . The coat was to big for me, so I sent it back , no quibble and returned my money within a few days really helpful and kept me informed the only downside was I went to another store which retails the same items and tried the next size down which was to small, overall though a great company will purchase another coat on line
Service and coat first class it was just the size

I kind of liked the company and brand but was left with a really bitter taste in my mouth when using their returns process and speaking to their support team.

They only offer Yodel drop off, and I don't own a car. I asked for an address to send to with me paying the postage (and using Royal Mail's pickup service so I don't have to lug packages across town) and they said it wasn't an option - as if they can't even accept post from any other carrier. They were pretty snarky about it as well, I really didn't like the experience.

WOMENS RUNNING SHOES £145
I bought these shoes on January 30 in Regent St.
I was told at the time that they had a good grip in wet conditions especially on pavements which I specifically asked about.This is not the case they are not suitable in damp or wet condition have no grip at all. I would say they dangerous in these conditions. are not suitable in damp or wet condition have no grip at all. I would say they dangerous in these conditions.
The benefits stated include grip and traction on both wet and dry. Thet are not fit f9r purpose.
Can you please comment.

Refund never returned to me - despite north face insisting several times they had processed it; eventually they’ve just stopped replying to emails altogether.

When I call I’m told I will get a resolution the same day, but it is never forthcoming.

Special shoutout to Boyko who was supposed to be responsible for assisting and just consistently lies that the refund was processed, and now ignores all emails.

Even my email requesting their in house legals email in order to send a letter before action before initiating a small claim for the stolen funds has been ignored.

It’s a very odd experience for a big brand name like north face, it’s like engaging with scammers rather than a legitimate outfit. Weird own goal on behalf of the company as I will never shop with north face again (having previously been a loyal customer !)

I had a horrible experience with The North Face’s customer service. I purchased an item during Black Friday using a gift card but had to return it due to sizing issues. Despite receiving a refund confirmation, the amount was never credited back to my gift card. After nearly two months of back-and-forth and multiple calls—none of which were helpful—I was finally issued a discount code. However, by then, the item I wanted was out of stock and the Black Friday discount was gone. When I finally got a chance to repurchase it, The North Face’s system downgraded my express shipping to standard, forcing me to cancel the order. Now, I can’t use my discount code again. This entire process has been frustrating, and their support team has been completely useless. I expected better from such a well-known brand.

Bought a NUPTSE 1996 jacket in blue from their sale last year. The washing instructions said to wash the coat on 40 degrees, so I sided with caution and washed on a short 30 degree wash. The insulation inside the coat has now fully disappeared. Contacted the warranty team who have said the warranty isn’t valid due to “ Wrong product care”, even though the washing instructions were followed correctly. Awful quality of a coat that’s apparently worth over £300, on top of poor customer service and mislabelling on the coat. AVOID THIS COMPANY

I have bought a Jacket and paid much but The coat was watertight and I got soaked.I have only weared it one time . I was really gobsmocked. No difference then Tikimax :( I dont think that i ll buy anthing from Northface anymore. Staff is not keen on helping to sort it out and made me feel that Get out of the store. and i am so regretful to buy from Kingston .