Incorrect item recieved - refunded for the lesser incorrect value item
Oh wow! Was not expecting to see so many negative reviews, being a ´premium´ brand... I feel deflated now knowing what is happening to me seems to be the usual!Placed an order with them for a fleece jacket, instead got sent a long sleeve tshirt, with the fleece jacket labels attached to it.Was instructed to return under the reason ´wrong item recieved´ only return option was a drop off point - nearest being 8 miles away from me. Nearly 2 weeks later i get an email saying they have refunded me.... not for the £57 fleece i ordered and paid for, but for the £16.20 long sleeve tshirt they incorrectly sent me! Customer service on the phone lack any confidence, they can only email the warehouse and inform them of the mistake. Good job i took photos of the incorrect garment received and its labelling as proof, as feel it will be a battle getting my money back.
Trevos
The absolute worst customer service I…
The absolute worst customer service I have Ever met. I was based in a small town in Austria and ordered 6 different pairs of shoes that i’d like to try out.No problems recieving the parcel in Austria. But everything has been so bad in regards to the return of my order. First off they Only work with UPS. Nearest drop off would be 1,5 hours drive which does not really add up with the free return. I was in contact with the customer service multiple times. She thought I was in Denmark eventhough the parcel was delivered in Austria. She couldnt help me in regards of another Way to ship back the parcel. Then she compromised by sending UPS to my adress to Pick it up - without noticing me (also would not have been told a time for Pick up so should sit Home 24/7 to be there until the UPS person would come). I missed that since she never called me back to inform me as she Said she would. It was back and forth being in contact. Eventually I told her that I wanted to send the parcel back myself. I then send it of to the adress of return, but turns out that they have not accepted the return since it was sent privat and not through UPS. Everytime i reach out for help, they are using such polite laungage-wise replies, BUT does not take any responsibility or help out in any Way. “I’m so sorry” does not help me get my return back.This is the absolute worst Company in regards to returns - unfortunately i learned AFTER being in this situation, that I am far from the Only one in this situation. Watch out people! This feels like such a scam!
Aviaja
Warranty is not worth the paper or website it's written on
I purchased a NF Lohtse jacket over Black Friday.Having worn in a couple of times and noticed some damage on the inside collar. I contacted customer service to see if I could get a repair under the guarantee. I sent them images and they claimed it was mechanical damage and was not covered. No explanation or guidance was provided. I will never buy another product from them. They are thieves and I will never purchase anything from them.
Imran Awan
"Extremely disappointed with…
"Extremely disappointed with @TheNorthFace. I bought a Borealis bag expecting premium quality, but the internal lining disintegrated (manufacturing defect).Despite sending photos and details, your customer service remains silent. Is an 'F' rating on BBB the new company standard? I expected much better from a brand that claims to stand behind its products.Fix this. #TheNorthFace #BadService #QualityIssue #Borealis"
ron nuhamovici
This is my 2nd review after being…
This is my 2nd review after being robbed with 2 items missing in my delivery.I then proceeded to return the remaining items i had received.After returning all 5 items, they had the audacity to say that i had only returned 2 items. making me lose overall around 1700£ on my order with north face.This is the most ridiculous thing to ever happen to me i don't know how this company is still allowed to exist while ripping off hard working citizens.Whether its employees stealing the items or the company being aware and not doing anything about it or just a scamming company do not buy from this company ever.You will lose your money.I'm currently in talks with my credit card and will also look to take them to the small claims court.
Jordan Rabhi
Wrong item sent
I ordered The North Face Nuptse Outdoor Mules, but instead received a completely different product – a pair of hiking boots. The box was labelled as the mules, but the contents were wrong, which clearly points to a warehouse or quality control failure.What is most frustrating is that customer service initially refused to send a replacement and only offered a refund, despite the correct item still being in stock. This means I am inconvenienced and have to reorder due to their mistake.This is not a minor issue. Sending an entirely different product while labelling it as something else shows poor fulfilment controls. I expected better from a premium brand like The North Face.I am currently waiting for them to resolve this properly by providing the correct item.
Nick Budzynski
Very good customer support
I filed a warrenty to which they said it was not eligible but after some back and forth they allowed a one time courtesy.
Singham
I would give 0 star if I could!
I would give 0 star if I could!I purchased two pairs of winter boots online, sent them back for refund via their courier company Yodel. took them down to Morrison daily store, 3 days later, the parcel returned back to my house with empty shoes boxes!!!The parcel was handed to me in front of my front door and clearly the parcel inside is empty with no weight at all!!!!I have no idea what happened to the parcel within these 3days after I dropped it off at Morrison daily.none of the parties are giving me responsesthe worst ever online shopping experiencewill never ever shop from TNF again
Anna
Dont cate at all about customers
Part ship an order then after 8 days still not sent part of itSays still preparing after 8 daysSo as far as north face are concerned it doesnt matter how long they make you waitThere attitude is SO WHAT JUST WAIT AND WE ARENT BOTHERED WHAT YOU THiNKLiterally contact them and say they cant do anythingABSURD
Jason True
Awful
Ordered several items. One was not received. Send proof and queried and they refuse to refund the £300 item so I am left out of pocket. Outrageous service. Do not order
Anna Goodship
Misleading size guide
Misleading size guide, advert stated my jumper was oversized on a 6ft model yet funnily enough on me who is also 6ft the jumper is tiny.I attempted to return the jumper but my nearest drop off point is over 3 hours away with no alternative other than pay for returns myself.This will be my last order from the north face
Sean Macnab
The North Face would refuse to cancel…
The North Face would refused to cancel an order that was placed within minutes of my request. Completely unacceptable and terrible costumer service. I will not be ordering from them again!!
J C
Seriously shocking website and…
Seriously shocking website and inventory system. Every time I’ve tried to purchase I’ve been allowed to select place in my bag but when I go to pay it removes the item as out of stock. Go back into the website and it’s still there to be selected.Even customer service couldn’t explain and gave me no options. They don’t want the business obviously.Total waste of time, save yourself the pain and go straight to Patagonia.
Jason Mount
Shockingly bad refunds
Poor quality. £400 jacket with the logo hanging off. Unable to get a refund in 2months despite providing return tracking and it showing received. Joke of a company
Pauline
Would give it zero if I could
Would give it zero if I could. North face lost my return and then blamed me saying I never sent it! Then ignored me constantly whenever I gave proof of my return receipt and their website literally saying the return was received within their warehouse. Stay clear certainly for online orders! Every-time I rung them they said to contact my bank. I had to go through my bank who were more than helpful but this took in total two months because of north faces error that they refuse to admit to.
Paige Willmott
Beware: The North Face ignores European consumer rights and legal standards!
I am beyond disappointed with The North Face. I purchased the "Back-to-Berkeley III Leather WP" boots, which leaked from the get go of use—despite being advertised as waterproof.As AI-generated review summaries already confirm, my experience is clearly part of a systemic issue. The brand seems to have a pattern of subpar product quality and a customer service strategy based on refusal and ignorance.Instead of honoring their legal obligation to repair or replace a faulty product (under the burden of proof rules in § 477 BGB), customer support hides behind internal policies. Despite having a credible witness for the purchase, my claim was rejected simply because I no longer have the paper receipt from a cash purchase.For a brand that claims to be a leader in the outdoor industry, it is unacceptable to prioritize internal "policies" over national consumer protection laws and established case law (e.g., LG Essen, Case 4 O 415/04), which explicitly states that a receipt is NOT the only valid proof of purchase.It is sad to see TNF letting loyal customers down just to avoid costs. My case (case 21187456) has now been escalated to the Management of VF Germany and the Consumer Protection Agency. If you value quality AND reliable service, look elsewhere. This was most definitely my last purchase from this brand.
Lena
The north face sole of winter boots has come apart
The sole of the winter boots I bought from The North Face Turkey store has come apart. I bought the product about 5 years ago, but this is not due to use, but rather the sole has rotted away. This is not user error and is consumer deception. For a shoe to rot away in 5 years while sitting idle, it must be made with low-quality materials. I absolutely do not recommend this brand. Don't choose it, you will regret it.
Cagri Topak
The company was okay
The company was okay. Bought a pair of Verto Alpine walking shoes. Very uncomfortable, stitches were frayed on the inside causing blisters. Previously had Hedgehogs which were better.Wouldn’t recommend
Simon Christie
Men’s Back-To-Berkeley IV Textile…
Men’s Back-To-Berkeley IV Textile Waterproof Boots cracked after less than two months of wearing them. City walk, office to home to coffee , most of the time in the car. It’s a clod boot as well, anything below 5c requires technical socks to be warn.
Ivan Radisavcevic
Bought a winter jacket
Bought a winter jacket. It got damaged. The return experience was beyond par. Dennis, supervisor at the Yorkdale Mall location was helpful and kind. He was also very responsive and had my new jacket within the day.
Chris
