The North Face Reviews 207

I'm very dissatisfied with the quality of North Face products. I bought an expensive down jacket, and after one season (a year, during which it was only worn in winter), it's tearing at the back. So much for durable clothing. Customer service was terrible; it's supposedly my problem, and I could have easily repaired the jacket with patches at great expense. I can't recommend them, despite what their advertising promises.

Terrible service and arrogant staff. I wasn’t allowed to buy anything because they insisted on closing exactly at 19:00. One employee got personal and rude — not a nice person at all. Felt discriminated against and completely unwelcome.

Buy your gear online instead. Let them go home empty-handed.

They still don't refund me for returned items. Thenorthface.de don't care. They receive it and now saying they still not and will not refund me anymore.

My overall experience was good besides a delay with my shipping.

Worst customer service ever. Without any reason they just canceled one of my orders in which I had paid with a gift card. Not only did they make me go physically back to the store where the gift card was from to prove the correctness of the code but they even replaced it then with a coupon valid only for three months.
Then when I had used that coupon on one order I unfortunately had to return the customer service stopped replying to my mails in which I had asked them to reactivate the code.
Now the three months period is over and my money is gone.
This company really doesn't value there customers! Never again!

Wow. I came here expecting to be a fairly lone negative review but I can see that is far from the reality.

I purchased a pair of walking boots online which arrived very promptly. Unfortunately as soon as I put my foot in them I discovered an egg like bulge in one of the soles. Naturally I immediately requested a return and packaged the boots back up. The first hurdle was the returns process which required travelling to a Yodel drop off, Royal Mail is not an option.

I then went away on holiday, having to take the much more expensive Merrell walking boots I had also ordered and was hoping to return in favour of the North Face ones. Anyway...

1-2 weeks later, having not received a refund, I checked via the online assistant that my return had been received and was relieved to see it had. A week or so on I logged in again, return received but still no refund, so I contacted customer services via the website. To cut a long story short, after several emails and two phone calls I was told that they would not be issuing a refund, their decision was final and I had to take the matter up with my bank. I explained to the last representative on the phone that I could see the return had arrived and that this made no sense. He informed me that there was probably an issue during the checking in of the parcel back at TNF, and they would not refund and that was their final say on the matter but they could offer no clarification as to what the actual problem was, whether there was potentially a human or system error their end, whether the package had been damaged during transit etc etc. Basically: it's tough, my hand's are tied, we don't know what the actual problem is but we're not giving you your money back.

This is highly frustrating as from the moment the parcel is handed over to the courier I have no control whatsoever over the process yet am at their whim as to whether they handle the return properly. It is further galling that this was a faulty product to begin with which I had to make a special trip to return.

I strongly advise you not to order direct from The North Face, if you really want one of their products go via Amazon or any other supplier (Snow+Rock are very good in my experience). I however would not under any circumstances shop with this brand again and it leaves a very bitter taste to see their products in our household, the sooner the kids grow out of them the better.

The delivery took longer than expected. But the customer service email was very responsive. I returned the product and the return was smooth. I asked for another discount coupon since I had already used mine on the returned item and they sent me a new one.

Today I had an extremely disappointing experience at the checkout. I purchased a rain jacket for around 160 Euros, enticed by the advertised 20% discount on purchases over 120 Euros. After finalizing the purchase, my husband selected a sweatshirt for our son, priced under 50 Euros, and handed it to me.

We politely asked the cashier if we could apply the discount to the sweatshirt as a separate bill or return the jacket and combine both items into a single purchase to qualify for the discount. Despite the store's 30-day return policy, which should have allowed the second option, the staff handled the situation poorly.

Instead of accommodating our simple request or promptly denying it, they made us wait unnecessarily while making two phone calls. Eventually, someone came out and rudely informed us that neither option was possible – we couldn’t return the jacket nor apply the discount to the sweatshirt. The rudeness and lack of basic customer service were shocking.

This experience made us question whether their behavior was standard practice or influenced by racial bias, as we are of brown ethnicity. Despite the unpleasant interaction, we bought the sweatshirt without the discount to avoid disappointing our child.

I urge this store to train its staff in basic customer service ethics. Even a refusal can and should be communicated politely. The way we were treated was unacceptable and has left us reluctant to shop here again.

I even contacted them and lodged a complaint but they never care to respond.

I own many The North Face products and have so far had a great experience. However, there is room for improvement on their Austrian website's user experience. My UX would greatly improve if I could select English as my preferred language on the Austrian website. Currently, when I select "Austria", there is no option to select any language because German is the default and only option. Vienna, Austria is as of 2023 the 5th biggest city in the EU with many internationals! So having English as a preferred language option would improve the UX.

The return at The North Face is currently completely broken, nobody from customer service is available to help, after reporting my case by email i got an automatic respond 2 weeks later that they apologize for a delay and they believe my problem was solved in the meantime(!!!!)- and that my case will be closed! It's the worst online shopping experience I've ever had