The North Face Reviews

Extremely bad customer service. They cannot keep up with their words and bluntly lie through their teeth. I have been waiting from a month for them to collect a faulty product and I call their customer care twice a day and they make false promises and never turn up.

Purchased North Face hiking boots. In less than 6 months of minimal wear, sole became unglued. Sent in for repair under warranty. Informed not repairable. I could have had repair done locally - not complicated. I requested shoes be returned for local repair. They informed me return not possible because boots had already been recycled. Gift certificate sent for value of boots. Looked online - acceptable boots not available in my size. Ordered vest and socks instead. Now 3 weeks later, still have not received order. Here is email response from my inquiry regarding completion of my order: "Thank you for contacting The North Face. Unfortunately I am unable to provide that information to you at the moment. The other portion of this order is coming from a store, we have reached out to them and was told by a manager that they would process the rest of your order on Monday. Until then, we would not have any further updates on your order. Please accept our apologies for any inconvenience this may have caused you.

If we can be of more assistance please contact us again. We would be happy to help.

Sincerely,
Hoa T.
The North Face Online Customer Care Team
NEVER STOP EXPLORING!"

Bad boots, bad service, broken promises.

Invested in a high quality north face commuter backpack for work to last me a while in May (£140). The zip came off, inside the bag (ridiculous), meaning I had to unpick a seam to get my wallet, train ticket out etc. I took clear photos and requested a replacement. Turns out the warrant form is pretty crap and goes nowhere. Followed up with an email and was told I have to wait to get a replacement after inspection etc. baffling. Why can they not send out a replacement now and charge if they think it’s a fraudulent claim like most quality retailers do or promise a replacement in days rather than weeks?! I thought TNF was a good company. Clearly not. Now waiting weeks to find out when I can get a bag I need to use everg day.

The amount of money the ‘higher quality’ costs don’t bother. Buy from a different brand.

Had my jacket approx 3 years and all the seams and glue are coming apart. Messaged customer care and they advised only 2 year warranty, although advised differently when purchased in store??

Thinking of buying North Face? Well, don’t.

If I could give a 0 I would.
Purchased 2 items off TNF in sale. Delivery took a week of the 2 items in one box, items unsuitable so I sent items back via yodel and my local newsagents. 3 weeks later no refund. I ring TNF and they state that only 1 item received and they’d send it to the fraud dept? The guy stated that they are having problems with items being stolen. After a few days email states that TNF have closed the case and they’re satisfied that all items return have been refunded????? Only 1 item refunded and I’m £50 down ……. They told me to take it up with my credit card company! I’m fuming and feel like I’ve been robbed. And it’s not the first time neither. Never again will I purchase direct through TNF website. DO NOT USE ! YOU HAVE BEEN WARNED ! THEY CANT GET AWAY WITH IT !

Okay, so I purchased two jackets in the summer sale. They arrived, great condition, no issues with the products themselves. However I felt one wasn’t very me so I wanted to return it. I booked a return and collection through their website, waited and waited… dates passed… nobody ever came. Emailed the company and never received a reply. I guess I’m stuck with it now, absolutely terrible customer service and returns team. I will in future go back to buying northface items through more reputable and respected companies such as asos and others. People spend too much money on your site to be left in limbo not knowing if they will get their money back. Absolutely shameful!

I have purchased and used many North Face products over the years. I currently own three NF tents, two NF sleeping bags, and two NF ski parkas. This review is not so much about the product, as it is about the warranty service. I had a tent whose zipper had failed. I sent the tent to the NF warranty facility in Uvalde, TX, and they said that the fabric wear and tear was not warrantable. My warranty claim document was very explicit that I was focusing on the zipper, nothing else. I called the number and talked with a person and explained that it was the zipper that had failed. Again, nothing happened for weeks, and then a package with the unfixed tent arrived on my doorstep with no reference to the zipper problem. I gave up and took it to Rainy Pass here in Seattle, who promptly put in an entire new zipper without any problem. The RP repair cost me about $150, but now I have a usable tent (and I went out and used it the following week).

I never got a clear response from NF on why they ignored the zipper, which was the focus of my warranty claim, and they were seriously uncommunicative during the multiweek process.

I've had other gear fixed under warranty with other gear companies, and never had the problems I encountered with TNF. Be warned!

Wait 8 days after placing an order for the email to say now out of stock! When there was plenty when I ordered.

I will avoid in future.

If I could I would give a 0 star!!!! Customer service is horrible! I asked for a refund after not receiving my order on time as I needed coat for my daughter (I thought I’ll go and buy it from the shop if they can’t deliver on time) the response I’ve got ‘OK I WILL CANCEL YOUR DELIVERY’ and ended the conversation! I don’t know is she canceling my order or just delivery?! Horrible horrible customer service!

Website is a complete and utter waste of time... having said that now I've seen all the bad reviews I'm very glad their website is such rubbish and I couldn't get my order to go through. More business for Mountain Warehouse.