“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.”
“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.”
