The North Face Reviews

Ordered on line waited for the SMS to tell me when to collect and waited waited then SMS came after 2 weeks to give tracking and to collect from the collection point ??? no goods waist of time and then the refund will take two weeks never ever aging North Farce

I use to like north face and I have bought a lot of chlothes spent a lot of money and the products are so poor quality yet same price as other brands, the logo just falls apart, the product feels cheap, they last a couple months at best, the shoes feel cheap and you spill even a tiny bit of drink on them and it stains, this company used to be good back in the day untill there quality or what ever there using to make the chlothes has cheap, most company’s now are being to cheap and leaving us with poor quality products I will be buying other brands from now on

I purchased a coat that was about $350. The coat keeps me warm, but is not water resistant as it should be. I was with 3 people and there was snow. My coat was soaking wet, while their Columbia, Old Navy and Shell jacket kept them dry. If I wet my hands and flick it on the coat, it soaks thru. It does NOT repel at all. I contacted the warranty department who advised me to send it in. Filled out the paperwork and dropped it off at the local store who sent it in. I got a message back saying the coat was not covered under warranty and gave me a number to call with any questions. I called the number and spoke with Ka. She said it is not waterproof. I asked if I could receive a credit or exchange and she said no because waterproof isn't under warranty. I explained that I understand not waterproof, but this isn't even water resistant. I was hoping to exchange for a different coat. She said it wasn't under warranty and they will not exchange. I asked what I should do, as a coat that is not waterproof is not acceptable for $350. She said she would suggest me buy a new coat. Service action #1256316. I was courteous throughout the call. She said if it were her she would just go buy a new coat. She must make good money to not be upset about a $350 coat.

I bought an expensive Insulated Jacket but a few days after it arrived I noticed a small fault.
I searched on Trust pilot for NorthFACE and to say I was then concerned was an understatement. Monday Morning I phoned and within 10mins I spoke to a genuinely helpful customer service representative that initiated a next day return/pickup. It was explained clearly that a refund could take up to ten working days after they receive the coat and authorise a refund. That’s exactly what happened, ten days I got an email informing me that a refund had been issued, then another 48hours it showed on my credit card. So my customer care experience has been very good even though the coat had a defect!
The only negative I can say is that the original jacket I bought is now out of stock in not just my size but all sizes so I’m unable to repurchase it in that particular colour.
I will buy from them again in the near future because they have shown themselves as being professional and on a whole they do make very good coats & insulated jackets.

Received a jacket with a faulty zip. They said they would have it picked up by a courier and would refund me when they received it. Courier never showed and they are just ignoring my emails. Very poor customer service.

Poor and slow customer service. Item arrived faulty but return process was so long. They don’t do exchanges so have to return, receive money back and reorder. By the time they responded and processed my return, the price of the jacket had significantly increased. After a lot of complaining they did offer me 15% off if I re-ordered but found it cheaper elsewhere.

Excellent! I ordered a pair of boots and the process was seamless from start to finish! I ordered on 29th December and was informed due to Brexit my order could not be despatched until 5th Jan. They arrived today which I thought was remarkable as was expecting a further delay. I’m extremely happy with my purchase.

Absolute disgrace this company !!. I have to whole heartedly agree with the previous reviews and wish I'd read them prior to placing an order online. Since receiving the first email that they have received my order AND TAKEN MY MONEY trying to contact the company has been impossible. The advertised online number has a message "due to unforseen circumstances we are unable to take your call, please call back in 20 minutes".. that's been going on for days. Finally got through to someone by calling the wholesale order line and was given a fake tracking number with Australia Post and the order has not even been despatched. Today I called again and was put on hold for 25 minutes only to then have the machine tell me all operators are unavailable. Would some one please advise from the North Face if the company has gone into liquidation. Absolute disgrace from the Australian North Face and I will never buy their products again online or instore. I have purchased items from another company and already received them in the same time frame.

I have placed an order, they have charged me, no delivery after 3 weeks and no answer to any emails and cannot call them every time you press the call button it just makes you fill in another form . Terrible! I feel like I have been scammed

I just got off the phone with a customer representative and I am irate that I can longer take advantage of the order that I originally placed on cyber monday. The fact that the processing of the payment had to do with NorthFace and Paypal and nothing to do with me is what makes this so sad. I am living out of the country trying to order Christmas gifts for family members in the states. I placed my order on Cyber monday and was even charged on paypal and my funds have not only been locked up for 10 days, but now I am being told that NorthFace will not honor my order. We are now 15 days from Christmas and I have nothing for my mom and dad back in that States. Not only that, but I chose to shop with NorthFace on Cyber Monday when I could have shopped with anywhere else. Next time, I will be sure to look elsewhere.
This is disgusting. I hope that you don't treat every customer this way.

Absolutely non existent customer service. Ordered a tshirt that was marked as delivered but nothing was received. Trying to talk to northface is shockingly difficult and when you do you will get disconnected as staff are clueless on the law and the obligation to actually honour the sale. Now being forced to wait on them conducting an investigation with their delivery agent (Yodel) and leaving us hold until they deal with it their end, no one knows how long this will take. Have also been told if Yodel say they delivered to the correct address they will side with them even if no evidence is given. Avoid ordering anything from NorthFace as you will be disappointed. Now having to raise a charge back with the bank as North Face have no intention of resolving the situation.

Two phone calls made one 22 minutes on hold and cut off, 2nd 18 minutes on hold and cut off! I was chasing an email that was sent two days ago, chasing an order that was made 10 days ago and not received! The North Face don’t give a rats about their customers!