The North Face Reviews 343

I WANT TO GIVE ZERO STARS
I ordered a jacket but they didn’t have the pink my daughter wanted online so thought she would maybe like the mahogany color. In the meantime we went to London and saw the pink so bought it. I didn’t even open the Mahogany and sent it straight back in the sealed original packaging.
I didn’t want to do this having read the rules but they refuse to use another way.
Yodel have lost the return and despite me having the receipt for return and video/ photo evidence I still might not get my money back and they are trying not to give it! Absolutely appalling and they have lost a customer in me and all my family.
Posting this on every social media possible and I shall not give up! ITS MY MONEY!

Purchased a £270 winter coat, the zip was faulty. Sent it back to NF customer services who refused to fix under warranty. Took it to my local retailer, they were useless and said they couldn’t help. Very poor quality at a very high price. Won’t buy again from North Face, product and service very poor.

Wish I had read the reviews here before I purchased a pair of North Face supposedly waterproof walking shoes last year from Millets. About 6 months after having them my feet felt a little damp, I just ignored it but should have returned than, I just couldn’t find the receipt. Now feet fully saturated after even just walking on the grass to pick up the dogs ball after it’s been raining. What a waste of £95… the only place for them now is in the bin!!

Was going to buy a new hat my old one that faded saw these awful reviews terrible story’s and to be rated 1star there not just a few slander story’s that’s a lot bad experiences I don’t like online shopping but glad I see these now il avoid incase the hats just fade again.

Arctic Parka: nothing Arctic about this coat. What an abysmal company, the north face is. I sent a jacket that I bought for my son for school that was £540. He said he was freezing in it as soon as the weather dropped down to 0 he has barely worn it. It should not be described as an Arctic Parker because is there is nothing Arctic about it it’s rubbish. Basically it’s the most abysmal jacket completely overpriced. to say the Customer Services and warranty department are abysmal is an understatement. They offered no help and no solution. I couldn’t even get a label for two months to send the jacket back to them. They refuse to give me their legal details. They should get zero stars because they are not fit to be operating in the UK as a professional company. Do not waste your time and money on their products. They are overpriced rubbish. I still intend to take them to court as this product is clearly missold and misrepresented in its title. Provide your legal details and account for your selves, not the north face.

The zip on the SECOND North Face jacket I’ve owned is broken. Each time, just over 2 years old and therefore out of warranty. ‘Customer Service’ directed me to a third party repair company. Terrible longevity built into their products. By contrast, I had a 10 year old Timberland jacket that finally died after serious wear and tear.
This company does not deserve its reputation or its following. Avoid wasting your money on perishing tat which will fail and head for landfill

I sent my faulty jacket to their return warehouse and someone from their team signed parcel as received but they said they didn’t receive and now I’m not having back my item.
Should be not even one star.

I wish i could rate a zero! I ordered some boots which were unfortunately too narrow so i returned them following The North Face's automated returns system on their website. This was arranged with Yodel, i dropped the parcel off and 2 days later was told it was back with the wareouse. I was told to allow 14 days for the refund which i did. On day 15 I called and was told they would look into it and email me. I received an email from the 'fraud & investigation' team stating that the goods were not received and no refund will be issued. No one in 'customer service' will speak to me now as that team have basically closed the case and nothing can be done? It literally states on their website that it was received and a refund is being processed and now i am being screwed over! I really wish I had read these awful reviews first as clearly I am not alone. How can they get away with this?

APPALLING!! As a member of XPLR should get free delivery - now been told I have to pay a collection and handling fee of £5 - is this real? For a "high quality" product the customer service skills are appalling ! Surely this is false advertising as the delivery is clearly not free? Would like to know how they can justify the over inflated prices??

AVOID UNLESS YOU MIGHT NOT HAVE TO RETURN
I am still waiting for my return , endless emails . They actually lost my first package, which I reordered. First return took weeks on a LOST DELIVERY , and now still waiting for returns on the next parcel. Absolutely appalling customer service , never again which is a shame as the products are really good . Chased again on 5/2 to be told JUST WAIT by Jorge M from their customer service department. Absolutely says it all ! NEVER AGAIN

Poor quality of Futurelight outdoor shoes

Customer Service Department
The North Face

Dear Sir/Madam,

I am writing to express my dissatisfaction with a recent purchase from The North Face. On December 26th, I bought the MEN'S TRANSVERSE 2L DRYVENT™ JACKET (Order Number: 86153689) from your [Online Store/Physical Store Location]. I chose The North Face for its esteemed reputation in delivering high-quality outdoor apparel. However, my experience has fallen short of the brand's esteemed standards.

Regrettably, within less than two months of purchase, the jacket's zipper malfunctioned after fewer than ten uses. This is particularly disheartening considering the product's cost and the brand's reputation for durability and reliability.

Given these circumstances, I am seeking a resolution to this issue. I would appreciate the opportunity to select a different model as a replacement for the defective jacket. Additionally, in recognition of the inconvenience and disappointment experienced, I am requesting a 31% discount on this replacement. Should this not be feasible, I would accept a full refund as an alternative form of compensation.

I would love to provide copies of the receipt and photographs of the defective zipper for your reference. Your prompt and positive response to this matter would be greatly appreciated and would help restore my confidence in The North Face.

Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.

Sincerely,
Jeff

We all know The North Face products are great but customer service is appalling and getting a refund is like pulling teeth. This is not the first time I’ve had this problem with The North Face.
Last time I opened a PayPal dispute and uploaded all my support emails etc.
The North Face contacted me and said they’d issue a refund if I closed the PayPal dispute, which I did. 10 days and they still didn’t refund me so I re-opened the dispute and PayPal gave me the refund. Thank goodness for PayPal.
I have the sample problem again. It’s more than two weeks since The North Face confirmed my return and said they’d refund within 14 days, but they haven’t. Customer services are unable to say when they will refund me. So once again, it looks like the only way I’ll get my money is to open another PayPal dispute with The North Face.
As I say, thank goodness for PayPal!

Worst customer service I’ve ever had so far. I ordered a bag from here and when I got my parcel I received the wrong item. I did the online live chat to try and get this resolved, they didn’t even try to help me and the chat was being ended by the agents while mid way through giving them all the details and this happened about 3-4 times. Also the bag that I did receive from them I can’t even find it on there website so I have no idea the price of it if it’s cheaper than what I actually paid and I also think the bag I received is a return from another customer as the tag inside the bag looks like it’s been cut off. Not a satisfied customer at all definitely won’t be ordered from them again, first and last time.

Bought a North Face bag through the official .Co.uk website. Had a few initial problems using the payment gateway but managed to make purchase. When bag arrived it had the wrong label attached to it. It was a 32l bag with a 64l tag. So I had paid for a 64l duffle bag and received a 32l duffle bag. Of which the colour was wrong too! Tried numerous times to contact the company using the phone number but by an automated message stated they were closed. This was a couple of days before due to travel. So had to make other arrangements for replacement bag and also had to arrange return of said incorrect bag. Sent emails explaining disappointment and inconvenience of whole episode but had no response or acknowledgement of my emails or of the problem. Hugely disappointed that this company has such bad customer service. Has put me off purchasing any further products. I will purchase and recommend Patagonia products in the future.

On 22nd of November around 11:30am, I took my daughter to the North Face store at Westfield and agreed to spend £315 to make her happy. We went back home, and at around 1:30pm she came down with the jacket's zipper in her hand. Immediately, we went back to the store and showed what happened to the lady that sold us the jacket. The lady is also the store's manager. As you'd expect, she asked one of the floor assistants to take another jacket from the stockroom, when she noticed that the jacket I was returning had a white sticker on it. At that point, I didn't know what the sticker was. We had a bit of debate about it and she mentioned she hasn't sold the jacket with the sticker on it, which I absolutely understood. She then agreed that the jacket would be replaced because of the broken zipper, however she would need to send it for her team to double check. She filled out a form, gave me a copy and told me I would hear back from them in the next 7 days, although she had written 6 to 8 weeks in the form.

I came back home with an upset child when I heard that our nanny had put the white sticker to name my daughter's on the jacket and then removed it when she overheard the conversation that we would be returning it. Needless to say that I called the store straight away but no answer for more than 2 hours.

Within the 7 days, no one contacted me. On the 5th December, I went back to the store, and I was informed by another manager that the jacket was in Poland for the zipper to be fixed and I had to wait 6-8 weeks. I shared my frustration with the duty manager working that day, not only because my daughter would not have a coat for the winter, but because the store manager that sold the jacket lied to us saying that the jacket would be replaced. Remember that I only had the coat for 2 hours and the zipper came out. Also remember that I paid £315.

Not hearing from the brand, I went back to the store on the 9th December and spoke to a 3rd manager. He confirmed the information that the jacket was sent to Poland and I had to wait up to 8 weeks. Not happy with the outcome I then contacted "the UK Customer Service" 3 days later - on 12/12/23 - and they raised a ticket #18291432. On 13/12/23 I received a call back. Guess what? They also didn't manage to speak with the store manager as they were not answering the phone. The customer service representative then asked me to try and speak directly with the store. I explained that I had myself tried to phone the store more than 10 times without any success, and my only hope was that Customer Service would solve the issue.

The "warranty team" then got involved on 15/12/23 when I sent a copy of the receipt to customer service and asked either for a new jacket or a refund. On 21/12/23 Warranty contacted me back. They acknowledged my case, explained the 2 years warranty process which I was covered for, and guaranteed that the Westfield store would call me back. I again asked for a refund or replacement. On 28/12/23 I received an email from a staff member new to the case asking everything again which made me give up.

45 days later, on 05/01/24, I went back to the store. The store manager wasn't working and I explained the case to a shop assistant. Clearly, she was unaware of the case, but I was sick and tired of the situation and told her I wouldn't leave the store without the case being sorted out. To my surprise, after we spoke, she went to the stockroom and came back with the same coat, unfixed. She also said that the store contacted me on 13/12/23. I have never received any email from North Face Westfield Store and found out later that they sent the email to the wrong address.

When reading the email, to my surprise, it said that the Warranty Team analysed the case and wouldn't replace the zipper as it was broken due to bad usage. Again, remember, my daughter has never worn the jacket. The item has been in our possession for 2 hours only. And, she advised me to solve the issue with Customer Service, which I had contacted in the past and wasn't helpful at all.

I refused to take the jacket back and asked her to call the store manager who sold me the item. The store manager, to my understanding, denied all the facts and told the shop assistant that she could solve the issue herself. Again, the store manager said that the issue would be solved if I took the jacket back and called Customer Service, which I didn't.

I want the questions answered:

How can the store came up with the Warranty team answer if they were in contact with me unaware asking for details?
By the way, why is this a Warranty case if I’d bought a faulty item already?
Why did they tell me the coat was being repaired in Poland for all this time and now, the coat still has a broken zipper?
Why involve Customer Service again if they had been involved but didn't manage to solve the issue?

Must be the worst customer service EVER, the web site shop, MUST take first place for the worst on line shopping site EVER. I was given a North Face voucher for Christmas, cannot even use it, because EVERY time l get to the check out and try to pay, l get the error message (tried everything, different cards, telephoned Customer Service - that was joke, my bank says it's a North Face system problem) - l could go on. AVOID the on-line shopping expierance, it just doesnt work. Dont bother to contact Customer Service by email, they dont answer EVER. If l could have given zero stars l would have.

Website payment gateway does not work with safari, now i tried multiple times, apparently when I use chrome the payment gateway thinks Im a fraudulent customer. Tried now 10 times over 2 weeks to spend £2000. I give up, buying elsewhere.
If the brand owner see's this, you've lost a long term customer and by the looks of the reviews here, your brand wont last long at this rate. Good luck!

Fantastic outdoorsy stuff!
Thank you very much for always making quality products!
First product I ever bought was in 2000, loyal customer since then! Please bring back the Vegas vest 😍

Ordered for Black Friday with 30 pct discount :
1/order was lost by Yodel … or what I was told…
2/so I had to re order 2 weeks later and pay again without getting my refund which was effective two more weeks after …
3/dis follow close emu their size chart-advise … ski trouser was so big even if correct size as per size chart that I had to return and wait again for refund …
4/sent an email to support as by returning I lost my Black Friday 30 pct … no reply after 10 day !

The North Face, such brand is supposed to have a great customer support team isn’t it ? Tell me is it normal that your size chart is so wrong ?? Is it normal that by returning product you loose the rebate on product it should be an exchange and not a return, then refund then repayment and then full price product ??? Not happy I don’t recommend the experience !