The North Face Reviews 343

Telephone agents are incapable of processing orders / returns / refunds / discounts

The jacket was ok but the way it came in a paper bag no protection over my jacket you pay 310 for a jacket expect it to come in nice packaging terrible the jacket could have easily been ripped just dumped into bag

"I don't care", says the manager of The North Face Bluewater, over and over again to my questions and in front of my daughter and other customers. Why? Because I'm trying to exchange an online purchase from The North Face website at The North Face store, shocking!!! After all, they are the same company. Wrong!! No, not at all, no way. I'm told the online store is entirely separate from the Bluewater store and the systems don't talk to one another. I may as well be presenting a bag of peas from Sainsbury's for exchange. What year are we in?

But I'm standing here now with a branded North Face package I bought from the North Face website, and this is a Noth Face store, and the response is, "I don't care; you can't return it here". But I'm here now, I have travelled 45 mins, "I don't care" the responses. What about the impact on the environment? Posting it back and forth for a replacement, he continues, "I don't care", over and over. He showed no empathy at all.

What monumental arrogance from the store manager and lack of respect for customers, the brand and its CSR. This is the cold face of The North Face and leaves a lot to be desired.

He handled the situation with confidence of his complete unprofessionalisum with the "I don't care" attitude. He must have this a lot, and I was just another annoyance interrupting his day.

Looking at other reviews, I now know that this is a franchise and doesn't accept returns from any other stores, let alone online. This is also stated online. Firstly, it is not acceptable to have such a disjointed customer experience, and most importantly, the arrogance and lack of respect from the manager were truly shocking!!!!!!!!!!!

Does my experience align with the franchisee's values? Let's find out! I have been a The North Face customer for over twenty years. Because of the actions of the store manager, I will return the £410 ski jacket without replacement and switch to a different brand that does care about me and the environment!

Where do I start? I bought the Women's Arctic Bomber just a week ago on their 20% off Singles Day for £288. But on arrival I discover the jacket's fur trim is not detachable despite what it shows in the pictures, and neither is the hood fully adjustable.
A waste of money that CS don't seem to bother about except to tell you to send it back, humphing a box to the Yodel store, and freeze while you wait for them refunding you.
Now it's 30% off on early Black Friday!! I actually forgot about BF but to entice with 20% off knowing they were going to take another 10% off a week later, costing me £36 is utterly disingenuous.
I have no winter jacket as I'm waiting for them to get back to me and give me some money off after I continued to complain. I can't wear it despite it being minus 5 outside.
In any case how am I even meant to wash and dry this thing while the faux fur is attached? The washing label even says 'remove detachable items before wash' yeah perhaps you should've actually sent one with detachable items??????
I'm never buying from this company again if they don't refund me some more money.
£288 is a lot of money for me; especially galling when it could've been £252 a week later. I don't have the funds to buy another jacket from somewhere else, and was utterly freezing today with just a rain jacket that I can only fit a light jumper under.
I was so happy when this jacket I had saved up quite a while for arrived, but now I'm just sick.

Bought a waterproof North Face long jacket in the spring and went to wear it today and the zipper is wrong sided and impossible to do up. The jacket is fine....but the zip renders the product USELESS. Do not buy.

Absolutely shocking worst customer service for trying to recieve a refund.avoid at all costs.been waiting over 2 months and still no refund processsed.can never speak to same agent.

NORTH FACE (not) RENEWED. Bought a jacket for my son through the renewed website. Cheaper returned item that had been ‘renewed’ ie repaired. Only it hadn’t…son after having worn it for a few days noticed a big tear inside a pocket. I contacted ‘customer services’. After several days delay we were offered a refund (on receipt of the item), though a courier service who don’t pick up from anywhere near where I live (Scottish island) and would obviously leave my son with no coat at the start of the winter! Apparently they can’t repair it; yeah clearly not. Last NF item we will ever purchase. Wish I’d seen these other reviews first.

Please have a word with Maria from The North Face in Westfield, White City, as we visited on Saturday, 12th October 2024. She was standing by the doors with another gentleman, who was lovely, and the alarm kept going off. Instead of politely asking us to move away as we were trying to figure out why it kept triggering (i.e., if a tag from another purchase had been left on), she very rudely demanded that we move away from the alarms, which we did. However, it went off again, not due to anything we did, but it seemed like the sensors were overly sensitive, as they would trigger whenever a customer walked in or out.

She was just rude and looked visibly fed up, clearly frustrated about something, as she was taking it out on any customer nearby whenever the alarms went off.

We didn’t buy anything, but her terrible attitude certainly left a sour taste in our mouths, so much so that I asked for her name to write this review. If you review the CCTV footage from the time of our visit, I’m sure you’ll be able to see her storming around the store in a strop.

I didn't receive gift card bought online - and it was impossible to contact customer services by chat, email, phone, Instagram and no response.

Do NOT buy gift cards from this company.

Don't get Deceived by the brand name.
Dont buy direct from the North Face website, absolutely appalling service and the jacket (Women Ripstop 1992 ) sent a used and defective product, and it is very hard and difficult to get back refund, once received back the items will stopped responding to you. Not sure how did the brand got such famous.

I’ve bought an hiking jacket and a lifestyle parka jacket in the last month and I’m absolutely amazed by the quality of both. Of course they are expensive but if you want a good product you must be ready to spend some money on it. Not sure why all those bad reviews but I’m really happy with both of my purchases. If this will be the standard of their products, I’ll surely buy again from The North Face

I purchased 2 items with them in different occasions. First was a puffer jacket and I addressed it to deliver in my house. However, they claimed that the courier have lost it. As it was the couriers fault I tried to buy from them again but this time its a hoodie and chosen the click-and-collect option and the result was the same. The item didn’t even delivered to the collection shop. Wasted time. They’ve just lost my trust in purchasing an item with them.

Gift card hoodie return nightmare!

I was gifted a gift card.
Made a purchase using the gift card number.
Disposed of the physical card because the evidence of the card number was used on the purchase on my account.
Hoodie didn't fit so returned item.
Cannot:
- Directly exchange for the same item in a different size.
- Get a refund on my account despite obvious evidence it was a gift card purchase and the number was part of the order(?!)

Customer service attitude was not good: ensuring they made clear they had no liability on the matter and had the attitude of advising what they could not do rather then what they could do. Despite me being really concerned about this, their attitude was really cheery about the whole thing which was inappropriate and bizarre(?)

I had to escalate to a manager as I thought I may be talking to an A.I bot (although it was actually a real person). I wanted to emphasise there was a situation whereby I had no product (too small) and a chance that they would be keeping my money and I was extremely concerned!

Fortunately the manager, Anthony understood the severity of the situation and was professional so he actually seemed concerned and had an awareness of the situation. I was extremely fortunate that the person who gifted me the card had the receipt. This resolved the situation after 10 days of back and forth emails and why I have given 2 stars instead of 1.

I've also advised the person who gift me the gift card not to purchase North Face gift cards for me in future due to the unreliability issue and lack of trust in the customer service. North Face gift cards were a go-to from and for friends and family on birthdays/Christmas, but lesson learned.

DO NOT PURCHASE GIFT CARDS FROM NORTH FACE. I WAS LUCKY, BUT IT WAS POSSIBLE THEY WOULD HAVE KEPT MY MONEY.

Boots made with very poor quality material. Worn through within a month of use. North Face are refusing to provide a replacement or refund, claiming that it is my fault that the material wore through! Terrible quality product, terrible customer service.

What a surprise, I expected North Face to be 5*, seems I’m not the only one to have a poor experience with their product and customer service (or lack of it).
My explorer trousers already has stitching falling apart after wearing them just twice! Emailed a photo and was told this was a problem with the production but North Face does not have an exchange policy. Eventual I’m told take them back to the retail outlet you bought them from - goodbye!!!!
So am I inclined to buy North Face ever again - NO. Other brands want your loyalty and care about their customer experience, message received NF I will give my loyalty to those that care.

I have ordered jacket ,shorts and hiking shoes for my daughter for school trip. My order was left outside my front door without any instructions given to the DPD. I live in the block with no safe place. I am disgusted of how I have been treated by Northface customer services. There is a clear photo of my parcel on the floor outside my front door. When I challenged the company they were unhelpful and not interested in resolving this situation. They made it clear that they will not be refunding or replacing my lost order. I've been ripped off by a leading brand company!

AVOID!! Rip off brand with a customer service team who have zero knowledge, empathy or effort to help resolve issues. I purchased many items from North Face as Christmas gifts for my family. One of them being a wooly jumper/jacket costing £94.50 (with my teacher discount). Unfortunately, the jumper was too long on my sisters arms so I returned it and asked for a refund. I have the receipt of return and the delivery company kept me updated with return and emailed when returned. North Face themselves even emailed to say they had received my item and to wait for my refund. I patiently waited and waited as their website said that they are busy due to Christmas returns. After emailing them on numerous occasions, I then received an email saying that I won’t be getting a refund because they didn’t receive my item. I sent them the email they sent me as my evidence and they said I still wouldn’t be getting a refund. So I am £94.50 down, a jumper down and my sister is still waiting for the refund so I can finally giver her a Christmas present.

After a recent visit to the North Face store at the Trafford Centre in Manchester. A suggestion to the staff: if you are going to talk about potential customers on your natty headsets then I suggest you don't let people overhear you doing it! Then smiling at me in a condescending fashion isn't going to help!

Purchased a £145 walking boots from north face.. The material is faulty as we took them to a independent repair shop to get second opinion.. They were worn once for approx 1 hour when the fault was noticed.. purchased in February worn march for 1st time..
Many exchanges of e Mail’s, North face refuse to replace no refund wanted just a replacement…
Will now try taking matter to rip of Britain or ombudsman..
Disgraceful service consider they are meant to be high end prouducts..

I ordered a size small and medium for next day delivery so that I could find the right size. Only the size medium arrived in the mail...

I sent pictures and evidence of the weight to TNF and they rejected my refund claim. I’m now out £272 for a jacket that I never received!

Do not trust that you will receive the correct items in your order from TNF.

Complete failure from packaging to customer service.