The North Face Reviews 343

Ordered a bag on 20th December 2024. Order status remained the same over the Christmas period. Queried on 7th January for Yodel to inform me that my parcel has been returned to North Face. 10 Days for a refund. No explanation. Joke.

It is time to boycott North Face and consider switching to Adidas Terrex. North Face appears to be a greedy corporation that is aware of Jodel’s struggles with parcel delivery this year. While many other companies have opted for different couriers, North Face has remained steadfast in its current service. This lack of consideration for customers is unacceptable.

Despite being promised on 5th December, 13 days after taking my money, that I would receive a refund within 10 days for something they failed to send, I AM STILL WAITING ON MY REFUND.
If anyone from North Face monitors Trustpilot, is this really the level of service you think is acceptable?
Truly awful customer care and service.

I rarely complain....but, I bought a North Face jacket in the USA a month ago. The zip has broken and the only solution being proposed by North Face is that i fly back to the USA from the UK. Utterly appalled both by the quality of the product, and the lack of any responsibility in the customer service. No reply on email submitted a week ago; 15mins on hold; and totally unsatisfactory chatbot experience. 3Something majorly wrong with their operating model.

Awful. Receivdd my jacket for a refund 4th December. I've had nothing back. Customer service briefly engaged (one helpful contact), but no resolution. The North Face owe me £252. Merry Christmas

Wow - I should have read these reports prior to purchasing from "The North Face RENEWED". Back in October I purchased my daughter a "Mens Carto Triclimate Jacket" for £213.65 (RRP £270). My daughter was keen on the "renewed" aspect of the purchase and also I was happy it was less than the full RRP. The Jacket arrived but NOT AS DESCRIBED only one part of the "2 Piece" product. I filled in a customer service report and received "Thank you for reaching out to The North Face Renewed! I'm sorry to hear that your order arrived incomplete. Unfortunately, we do not have a replacement piece to send at this time, however, thank you for flagging this for us, we will be sure to address this with our team. You can start a return by visiting our return page here. By entering your order number and email, you will be taken to your order history. There you will be able to select the item to return and generate a return label. Once your item has been received and processed, we will issue a full refund on this item.

If you'd like to keep the item, please send an image of the condition of the item and we'll be happy to look into this issue further. " Meantime my daughter was already away at University and would be without a jacket if we returned it (&it seemed very odd they need a photo). I suggested to them to send a similar replacement and sent photo's. A few days later I received "I would be happy to send you a pre-paid return shipping label, or a £30 discount to be refunded back to your original method of payment. Kindly let me know which of these options works for you! " - neither of which did I consider were a fair resolution. This was then amended to being able to purchase another item with the £30 discount. I have now reached out again 3 times and receive no response - it seems that this is their "Resolution Policy" - so I would agree with other posts, and tell people to avoid shopping with "The North Face - especially their Eco-friendly "RENEWED" department, unless they wish to receive incomplete orders and terrible post purchase care. There are so many similar products with much much better after sales service. Sad as I think the idea is great especially for students, but in practice they are likely to be better off shopping elsewhere.

I agree with all the other negative comments I purchased a pair of trousers from north face online, the North face badge rubbed off the day I wore them with out even going in the washing machine, seems like the North Face quality is no where near like it used to be way to commercialised and overpriced for what used to be very good outdoor wear .

Ordered an item, delivered to completely wrong address Yodel state. Discussed with North Face customer service and said for me to find the item as delivered to ‘my neighbour’ and that this has been delivered appropriately and to go through my card provider for a refund. The address was actually 3 streets away, they deny having item.
Absolute sham!
Appalling service!
Stick with Columbia, Rab or any other reputable outdoor retailer!

To cut a very long story short, I sent a return back to North Face on 28th November. I have the courier receipt and also the online tracking returns confirms that it has been returned. Since the 28th I have made daily calls to north face, each day being told a different response. Some customer agents tell me they don’t have my return (even though I have proof they do) some agents promise the refund is coming, some say a manager will call me (but they never do), it’s been 3 weeks now and still no refund. So many people on here and online experiencing the same thing it makes you wonder if there are serious problems going on with the company’s finances wither that or they need a new returns system.
I know a lot of children/teens will be asking for the coats for Christmas and birthdays presents, my advice would be If you are going to buy from them, avoid ordering off the website. Go into a physical store where you can try the products on and don’t have to risk sending things back and losing your money.

Very aggressive manager! I went in for a puffer and a peak. The manager who has a beard and glasses was really aggressive and dismissive. I will never shop here again until he is removed!!

PAID FOR ODRER AND NOT RECEIVED DO NOT USE THIS SCAM COMPANY

Order number N1354961

I bought a ski coat off their renewed website and it arrived with a used sanitary product in the pocket. Avoid at all costs

Awful. Nothing delivered, parcel missing. Both Yodel and NF completely unhelpful to try and resolve. Still without a refund or exchange or replacement. Just in limbo, but they have my money.

Extremely poor customer service. I recently ordered an expensive puffer coat. The delivery courier was DPD. On the day of delivery I left instructions for delivery to be made to my neighbour, this was confirmed in the DPD app and a confirmation email. Unfortunately the delivery driver failed to follow delivery instructions and left it behind a plant pot outside the front door.When I returned home unsurprisingly the package had been taken. I raised a complaint with TNF and they said they would contact the courier to investigate what happened. I provided evidence on my delivery instructions. Ten days later they have contacted me to say they will not be issuing a refund as they was happy that the delivery was made.
I’m £220 lighter with no coat. Terrible customer service who have basically discarded my evidence and called me a liar.
Avoid at all costs

Awful customer service. Logistically incompetent.
I am having a similar issue as a previous reviewer B Billy B. I paid NF £220 for a jacket for my daughter's Xmas present. Was given a tracking number from Yodel but when tried to track the order it says Parcel still will North Face. This went on for 1.5 weeks. Phoned North Face many times during this time and each time they tell me it is on it's way. One customer service assistant told me on the phone that she will look into it. Next thing I know I get an email to say order has been cancelled and I can reorder on the website! No explanation as to what went wrong or if I wanted it cancelled. I then get a message from Yodel saying parcel is being returned as I didn't collect it! So frustrating, I never received any email/text to tell me to pick up the parcel. Thought I'd investigate at my pickup location (Yodel collection at newsagent) to see what happened and the man there (that would not give me his name) said he could not check to see if my parcel had actually arrived and been sent back or not as he doesn't have access to any parcel info. So I don't know if it is NF, Yodel or the pickup location not delivering! Stupidly reordered the jacket thinking that was a one off bad experience and guess what same experience again. It has been 3 weeks and when I track my (New) parcel it says Parcel still with North Face even though I have been given a tracking number - same as before. Sort it out NF!
Look at your reviews, only a 1.5 score! Such a dismally poor service. Definitely did not expect this incompetence from a highly respected brand. Do something about it and look into it. Is it you or Yodel that is so incompetent.

Exceptionally poor customer service. Attempting to return an order turned into a two-week ordeal. Yodel drop-off locations refused my parcel, claiming it was too large. After two phone calls, North Face arranged a UPS pickup but provided the wrong address, so the parcel was never collected. On the 3rd call, they promised a DPD drop-off label but failed to send it. On the 4th call (after repeatedly explaining the issue), they assured me the label would be sent that day, but it never arrived. On the 5th call, I was told they don’t offer DPD labels, contradicting earlier promises, and instead sent a UPS collection, which I didn’t request. Finally, on the 6th call, they sent the correct label, and I dropped off the parcel successfully. In between those 6 times I called them, there were multiple email exchanges and they also called me 3 times.
Their customer service incompetence is monumental. I will not shop with them again.

Update: 1 month after I have returned the items and they confirmed they have received it, they have still NOT PROCESSED MY REFUND. I only got my money back when I reported them to my credit card company who reversed the charge. It's absolutely appealing and I will be reporting them to the trading standards.

I am extremely disappointed with the quality of the jacket I purchased from North Face and the customer care service I received. The jacket, which I expected to be durable and high-quality, has a serious issue with the feathers escaping through the fabric, particularly along the seams. The sharp quills of the feathers have poked tiny holes in the fabric and are now working their way to the outside. This is not only frustrating but also completely unacceptable for a product of this price range.

When I reached out to customer care (Case ID: 19612350) to resolve this issue, they simply told me that this was "normal" and refused to offer any kind of refund or solution. I find this response to be both unprofessional and dismissive. For a brand that markets itself as providing top-notch outdoor gear, this is completely disappointing.

It seems that North Face is using cheap materials that aren’t up to the task, and their customer service is equally poor, showing no interest in addressing the problem. I will be hesitant to buy from them again and would not recommend their products based on this experience.

POOR SLOW RETURNS!!
I WILL NOT BE BUYING FROM THE NORTH FACE AGAIN ‼️
Sent a parcel back a few days ago not even a confirmation of receipt ! Takes ages to get refunded. They have received my return it’s taken over a week !! BUT IVE NOT BEEN REFUNDED ‼️

For a well desired brand the clothing is cheap and tatty, I bought a north face tracksuit that was £135 and literally after 2 cold soft washes the what can only be described as “IRONED ON” north face emblem has all peeled off, bearing in mind I’ve not even had them for more than 6 weeks.

Might aswell just go to primark and get some iron on logos, be much cheaper and wouldn’t know the difference.

Exceptionally poor customer service, and appallingly bad service for delivered items.
Happy to give excuses rather than sort the issue of non delivered items.
A premium brand but with all the service attributes of a backstreet dodgy tyre trader.
Update on above - my reply after further interactions with a service agent who told me I had to wait up to 10 business days to get my money back.

“I honestly think within 10 business days is dreadful, truly dreadful.
I paid NF £158.90 on 22nd November for a birthday present for my son’s birthday on 30th November.
Despite the tracking, and a notification from Yodel, saying it had been delivered on 3rd December, when I went to pick it up on 4th December the Post Master said it hadn’t actually been delivered.
A NorthFace service agent said it was because I hadn’t picked it up in time, the tracker said it had been returned to sender, the Post Master said it hadn’t actually been delivered.
Someone isn’t telling the truth.
I believe it is the Post Master that is telling the truth, which then begs the question - how can I pick up something that hadn’t been delivered in the first place?
You said it would take up to 7 days from when it returns to the depot - how can something that wasn’t delivered be returned to the depot?
Your email says I am now going to have to wait up to 10 days for a refund.
To summarise I paid £158.90 for a parcel that wasn’t delivered and I have to wait possibly up to 27 days since NF took my money before I actually get it back. That is beyond dreadful customer service.
On top of that it’s the first time in 25 years that my son has never received a present from me on his birthday.
I can categorically say this is the worst customer service I have ever received from any company.
North Farce have absolutely zero care for me as a customer and will never receive any of my hard earned money ever again. I will also be telling all my friends, family and acquaintances as well as social media just how poor a service, a perceived premium brand is happy to provide.”