“I ordered a women’s 1996 retro nuptse jacket on 20th October, to be delivered while I was on a business trip to the US (thus, staying at a hotel). I experienced a great deal of stress and frustration due to this order, which I paid a significant amount for but did not receive. In addition to being left without the product, I have had to go through all of this trouble and stress since October 25. I understand that several things went wrong during the process, but in my opinion, the main issue was North Face not properly explaining what I needed to do in order to have the package delivered on the agreed-upon date, and not respecting my request to cancel the delivery.
I tried to understand what a "lack of access code" was, but no one could explain it to me. I then requested to cancel the delivery because I was returning to my home country, and, therefore, it would no longer be possible to receive the package, which was already past the delivery deadline. I also contacted North Face directly, requesting the cancellation of the order because the delivery could not be made on time. But my request was not respected. Moreover, no one in the chats with the delivery company or with North Face was able to explain why the package was not being delivered on time. And now there is no possible way to contact North Face. The company's channels are only useful for selling. Customer service and delivery services are simply garbage.”
“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.”
“It appears that North Face is a WOKE company and I for one will not purchase another item from this company, there are competitive companies out there that are not political. Go woke go broke
Bud P”
“I ordered my product a week ago, after this week had passed I still hadn't received any update on my order so I login to my account to see its still being processed. I get onto live chat which were as good as useless to be told they can't even see my order. I ask for a refund and apparently it's an issue with my bank that my order isn't showing. Well it funny how all my other orders has arrived from the same day and the payment has cleared my bank successfully. Absolute joke of a company and will never be ordering again. Now just to wait 30 days for my refund which no doubt will get lost in their system. PLEASE AVOID AT ALL COSTS”
“I ordered a jacket from North Face on Black Friday and it came within a week with no issues.
However, trying to return it is another story. I've had to print out so many labels and I don't own a printer so it's costing me money. I first tried to drop it off at a store but they couldn't take it because the parcel was too big (I understand that this isn't NF fault). I then booked my package to be picked up and had to print out another label. I booked online and was surprised there was no confirmation email, tracking, or anything to confirm this. I had no idea when it would be picked up despite selecting a time on the website, as there was no communication from NF or the delivery company.
The day my package was supposed to be picked up, no one came. There was no indication that someone had tried to pick up my package so I tried booking for the next day. Again, no one came.
I then called customer service and they reassured me saying they would send an email with tracking details. They also said that they would provide the label as they can understand how frustrating it is to keep paying for printing labels for a return.
I never received an email with tracking details. I called them up again and the rep I spoke to this time said she would book another timeslot for me. I had also booked another one just in case as at this point I had already experienced so many issues with this.
The call ended with the understanding that they would send another email with tracking details etc. However, I got a call back within 1 minute when the rep informed me that the previous email I was supposed to receive got sent to a completely different email address which wasn't associated with my account?! She then forwarded me the email including the email address it was initially sent to.
Huge violation of privacy as my details were essentially sent to a random person.
Of course, no one ever came to pick up my package. The tracking service provided by UPS just says that they are "still working to find a day to pick up my package and that it would be the next working day". It's been 2 working days since the holidays and I'm so fed up with how long this process has taken.
I called customer service again today and I spoke to Dilyan who understood my concerns and frustrations. He was the most receptive rep I've spoken to so far. We decided to try out the drop-off instead as I've had so many issues with the pickup-return option.
The label is going to be sent to me so I don't have to pay to print another one out (not sure why they don't use inpost in the UK where no label printing is required? or have a similar return process as ASOS).
I hope this will be successful this time and that the refund process is easy.
I don't usually write reviews and have worked in customer service before, so I have a fairly high tolerance for stuff like this. However, I've never experienced a process and handling of customer issues this poorly.”
“I bought a pair of North Face Walking shoes 2 1/2 years ago, thinking if I spent more I'd have a better shoe. I wear them only for dog walking in the mornings and never in wet weather. One of the shoes has completely come away from the sole. I contacted the customer service team and warranty department. They will not have any discussion and will not even answer my email after the initial contact.
Do yourself a favour and look elsewhere if you want a quality shoe.”
“Ordered a backpack. What i got was 5$ sunglasses that were not even northface. I have been fighting with them trough email and they wont refund unless i send them the sunglasses. Also they tried everything except give me the address to where return the item. Terrible service but fast responce. NEVER ORDER FROM HERE.”
“The worst service ever. My order arrived incorrectly with wrong items in it. Was advised I need to send the parcel back in order to get money back. The courier they booked never showed up to pick the parcel up. I contacted the customer services now twice and no response. Sending the parcel back myself and just hoping I'll eventually get my money back!!!!”
“ordered 2 identical jackets which arrived together- immediately returned together in one package with the required documents- North Face are claiming only one jacket was returned and therefore keeping £250 of my money! I contacted them and they asked me to fill out a form and send them a photo of the completed form- they are now claiming they cannot access my attachment.”
“Sub standard jackets not the £270 ones you think your paying for. I wanted to add an image but my son waited too long to receive it and is wearing it and would not send it back for a full refund. Youth is Niave.”
“I ordered a number of items for my sons birthday. I was told that delivery would be 5-7 business days. When I looked at the yodel tracking 5 days later it hadn’t been updated. I spoke to yodel who confirmed that the north face hadn’t even sent them the parcels yet to be delivered. North face confirmed this and couldn’t tell me when they would be sent to yodel or eventually delivered to me. They just said that they were experiencing delays due to covid. It seems like every shoddy bit of behaviour by such companies is being blamed on covid. How is it though that some companies are doing so much better? I’ve ordered tons of stuff online from other retailers over the last year and generally things have been ok. Everyone expects some problems and I’m usually a patient person. That said I’m totally fed up with companies who, after a year of covid, haven’t got their act together and still make promises they can’t keep. They are quick enough to take your money though!! On top of that it’s the constant rubbish spouted by customer services about how they are powerless to do anything blah blah blah. Change the record. So now I am left trying to sort out replacement birthday gifts for my son while being out of pocket by approximately £150. Thanks a bunch North Face. In future I’ll be buying elsewhere.”
“Warning! Before ordering, bear in mind you cannot cancel an order, even after 5 minutes, 55 minutes or 2 hours and 55 minutes. Once you "submit" your payment, no cancellations, ever! You can, of course, return items if they ever arrive by Yodel! But no cancellations. Got it!”
“It seems that if you're out of warranty they don't want to know about it even for a tiny spare part. Basically I lost a "Zip-Pull" from an expensive Summit Series Point Five Gore-Tex Jacket & you might think it would be easy to replace.... I emailed TNF Customer Service twice & I rung them twice and I got nowhere. Immediately they try to fob you off when they hear your warranty is up (this item costs near £400 new & barely a year out!). The TNF staff were very hard to understand & they didn't even know what a Zip-Puller / Toggle is nor the jacet itself!!! I thought I was eventually getting somewhere when she said she would escalate it to Spare Parts (to whom I originally addressed my mail) but two weeks on & nothing. I have bought a lot of TNF gear over the years but will think twice from now on. Thank Goodness for the TNF/ Ellis Bingham Staff in Westfield Stratford who fixed my problem & even supplied me an extra spare one!!! Sincere thanks to Dean & Co.”
“The guy in the Birmingham store was very helpful, he greeted everyone with a smile and gave me different choices when I explained the type of coat I wanted. Delivery came on the 5th day after. The girl at receptionist typed my address in wrong, I think she was new and I did get in contact after to correct the number so no harm done.”
