The North Face Opiniones 

On 22nd of November around 11:30am, I took my daughter to the North Face store at Westfield and agreed to spend £315 to make her happy. We went back home, and at around 1:30pm she came down with the jacket's zipper in her hand. Immediately, we went back to the store and showed what happened to the lady that sold us the jacket. The lady is also the store's manager. As you'd expect, she asked one of the floor assistants to take another jacket from the stockroom, when she noticed that the jacket I was returning had a white sticker on it. At that point, I didn't know what the sticker was. We had a bit of debate about it and she mentioned she hasn't sold the jacket with the sticker on it, which I absolutely understood. She then agreed that the jacket would be replaced because of the broken zipper, however she would need to send it for her team to double check. She filled out a form, gave me a copy and told me I would hear back from them in the next 7 days, although she had written 6 to 8 weeks in the form.

I came back home with an upset child when I heard that our nanny had put the white sticker to name my daughter's on the jacket and then removed it when she overheard the conversation that we would be returning it. Needless to say that I called the store straight away but no answer for more than 2 hours.

Within the 7 days, no one contacted me. On the 5th December, I went back to the store, and I was informed by another manager that the jacket was in Poland for the zipper to be fixed and I had to wait 6-8 weeks. I shared my frustration with the duty manager working that day, not only because my daughter would not have a coat for the winter, but because the store manager that sold the jacket lied to us saying that the jacket would be replaced. Remember that I only had the coat for 2 hours and the zipper came out. Also remember that I paid £315.

Not hearing from the brand, I went back to the store on the 9th December and spoke to a 3rd manager. He confirmed the information that the jacket was sent to Poland and I had to wait up to 8 weeks. Not happy with the outcome I then contacted "the UK Customer Service" 3 days later - on 12/12/23 - and they raised a ticket #18291432. On 13/12/23 I received a call back. Guess what? They also didn't manage to speak with the store manager as they were not answering the phone. The customer service representative then asked me to try and speak directly with the store. I explained that I had myself tried to phone the store more than 10 times without any success, and my only hope was that Customer Service would solve the issue.

The "warranty team" then got involved on 15/12/23 when I sent a copy of the receipt to customer service and asked either for a new jacket or a refund. On 21/12/23 Warranty contacted me back. They acknowledged my case, explained the 2 years warranty process which I was covered for, and guaranteed that the Westfield store would call me back. I again asked for a refund or replacement. On 28/12/23 I received an email from a staff member new to the case asking everything again which made me give up.

45 days later, on 05/01/24, I went back to the store. The store manager wasn't working and I explained the case to a shop assistant. Clearly, she was unaware of the case, but I was sick and tired of the situation and told her I wouldn't leave the store without the case being sorted out. To my surprise, after we spoke, she went to the stockroom and came back with the same coat, unfixed. She also said that the store contacted me on 13/12/23. I have never received any email from North Face Westfield Store and found out later that they sent the email to the wrong address.

When reading the email, to my surprise, it said that the Warranty Team analysed the case and wouldn't replace the zipper as it was broken due to bad usage. Again, remember, my daughter has never worn the jacket. The item has been in our possession for 2 hours only. And, she advised me to solve the issue with Customer Service, which I had contacted in the past and wasn't helpful at all.

I refused to take the jacket back and asked her to call the store manager who sold me the item. The store manager, to my understanding, denied all the facts and told the shop assistant that she could solve the issue herself. Again, the store manager said that the issue would be solved if I took the jacket back and called Customer Service, which I didn't.

I want the questions answered:

How can the store came up with the Warranty team answer if they were in contact with me unaware asking for details?
By the way, why is this a Warranty case if I’d bought a faulty item already?
Why did they tell me the coat was being repaired in Poland for all this time and now, the coat still has a broken zipper?
Why involve Customer Service again if they had been involved but didn't manage to solve the issue?

Must be the worst customer service EVER, the web site shop, MUST take first place for the worst on line shopping site EVER. I was given a North Face voucher for Christmas, cannot even use it, because EVERY time l get to the check out and try to pay, l get the error message (tried everything, different cards, telephoned Customer Service - that was joke, my bank says it's a North Face system problem) - l could go on. AVOID the on-line shopping expierance, it just doesnt work. Dont bother to contact Customer Service by email, they dont answer EVER. If l could have given zero stars l would have.

Website payment gateway does not work with safari, now i tried multiple times, apparently when I use chrome the payment gateway thinks Im a fraudulent customer. Tried now 10 times over 2 weeks to spend £2000. I give up, buying elsewhere.
If the brand owner see's this, you've lost a long term customer and by the looks of the reviews here, your brand wont last long at this rate. Good luck!

Fantastic outdoorsy stuff!
Thank you very much for always making quality products!
First product I ever bought was in 2000, loyal customer since then! Please bring back the Vegas vest 😍

Ordered for Black Friday with 30 pct discount :
1/order was lost by Yodel … or what I was told…
2/so I had to re order 2 weeks later and pay again without getting my refund which was effective two more weeks after …
3/dis follow close emu their size chart-advise … ski trouser was so big even if correct size as per size chart that I had to return and wait again for refund …
4/sent an email to support as by returning I lost my Black Friday 30 pct … no reply after 10 day !

The North Face, such brand is supposed to have a great customer support team isn’t it ? Tell me is it normal that your size chart is so wrong ?? Is it normal that by returning product you loose the rebate on product it should be an exchange and not a return, then refund then repayment and then full price product ??? Not happy I don’t recommend the experience !

Absolute joke. avoid online.

Didn't send my package "GLITCH" apparently.. didn't send my refund "GLITCH" told me to be more patient!!! This made me angry.. and apparently another "Glitch" with my refund. So basically they just stole my money and have sent me 3 patronizing emails in broken English telling me I have no patients. Il have to wait another 10 working days before I can complain again about NOT getting the refund!!!

Shortly after leaving my review about how happy I was with my nice new comfortable shoes, they started to dig in badly. It seemed that there was something hard on either side of where the tongue met the main part of the shoe. One of these four points in particular became almost sharp and started to poke through the fabric. I had a sore red patch on the side of my foot and just couldn't continue wearing the shoes. I was expecting a bit of a fight but I explained the issue and sent photos and they acknowledged it did seem like a manufacturing defect. I returned the shoes for inspection and just got a refund a few days later. It couldn't have been any easier really. I still need to replace my walking shoes and I'm a little bit unsure about North Face quality now but I have to say that the customer service was excellent.

I would just like to highlight and commend the excellent customer service of Chris at Westfield White City store, London U.K. I bought a puffer jacket for my son. Chris was very helpful and recommended the right size.

I purchased the woman's trail boots at £160 as it clearly states that they are waterproof and will keep your feet dry in both rain and snow .. I have been using the boots in dry weather and they are comfortable and adequate. Today however was the first time walking the dog in the rain and my feet are soaking. These boots are obviously not waterproof as stated. Very very unhappy as the boots were expensive.

Terrible ongoing experience, ordered 2 fleeces. Took over a week to arrive, I’m now 2 weeks into trying to return one size. No parcel drop offs would accept the parcel, arranged a pickup - have waited in for a week and a half being strung along by CS. Almost a month since my original purchase - wish I’d read the reviews. Will never be shopping here again.

The worst costumer service ever. I tried to contact them for my order, but they wasted my time and did not help with the issue with the DPD and their service.
AWFUL.

I returned a coat (didn’t suit, quality was excellent) via Yodel. Tracking after two weeks stated it still hadn’t been delivered back to The North Face. I contacted customer service, they have been brilliant. Simona responded quickly, and contacted Yodel to investigate. Unfortunately my parcel cannot be located, but I have been fully refunded. I appreciate the customer support and will definitely purchase from them again.

I don't even want to give 1 star. Order dispatched 2 weeks ago, no sign of it. Customer Service is absolutely shocking, promised responses and they never come. For a company that is not exactly cheap, this is disgusting. I will never order from them again.

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

The company does not offer a viable solution for a defective product. I bought a rain jacket and it got a problem with the pocket sewing. Just because I'm not physically in UK anymore, the company does not offer any solution. As i'll have to fix it myself, i ask for a discount and the company does not reply to me anymore.

A shocking, depressing and humiliating experience which completely follows the pattern of other reviews below.
THERE IS CLEARLY FRAUD being committed at North Face returns department.

After buying a ski jacket (£168) on line I returned it and bought another one a size up. Both arrived promptly but I never received a refund for the first, only an email from NorthFace fraud department (!!!?) saying the package wasnt received. I however obtained proof from their returns courier (YODEL) that the package was returned and signed for by NorthFace. Their own website was then updated to say the package was received.
Yet after several calls to the customer services (utter joke) I was told the they couldn’t give me any information and only that the fraud teams “decision was final”.
Their advice (on email) was that I follow up with my card issuer and receive a refund.
However, after progressing a refund via visa NorthFace responded to the bank enquiry with utter lies saying that another item of clothing was returned, providing no evidence whatsoever to back that statement.
Utter lies.
I initially thought it was a case of utter incompetence and process failure but the false statement to my bank moreover proves there is some sort of fraud going on at NorthFace returns department. I imagine someone is reselling the kit on eBay or elsewhere. Or just keeping the kit!

A shocking experience from such a well know brand.

NorthFace - do some investigation here, your company and brand is being seriously undermined.

I want my money back too!

Oh my goodness! I bought a coat and had to return it as it was too big. TNF received it on 8th March 23 (I have a record of that on my online account!). I asked for a refund and they refused saying they did not receive the item! I sent them photographic evidence showing that they did! They still say no! I can only think of one word to describe someone who takes your money FOR NOTHING and refuses to give it back. They are now advising I ask my bank to pay the money back to me. Well, geniuses, my bank didn’t take my money in the first place. It was you. Just dreadful, dreadful and humiliating experience having to ask for your own money.

Bad customer service
Bad bad bad bad bad.....

My last update 21/04/2023

Now I understand all the reviews about this company. I have taken time to read some reviews and the truth is that my case is the same or similar other clients. This is disgraceful the way a customer is treated.
My experience is the worst I've ever had.
I lost my package and the supplier's decision is that there is no replacement or refund.
There is no help or compensation. This company really does not care about customers.
The shipping company that they used is the same or worse than them. They closed the case and washed their hands of it. In other words, I was left without a package and without money and with a lot of stress with all the calls and emails that I had to send since April 7. Please do not buy from this company. You already know what is going to happen. All the best

There is no any help from this company.
I bought a pair of hiking boots, but unfortunately they weren't my size. I returned them expecting a larger size. I got the next size but unfortunately the package was not delivered as indicated by the tracking number. According to them the box was delivered but I have not received anything. They left the box on the street and someone came to take it.
I have been dealing with my missing package since April 7th, but have received no help from the CS and VF Fraud and Investigations team. They said that the tracking number confirmed the delivery of the package and that it was not their problem. I had to contact the shipping company to deal with this. They told me that the North Face has to refund the value of the product but The North Face tells me no. This is the email that the transport company has sent me.
"The next best course of action would be to contact Northface again for further assistance regarding a refund for the missing package. Once contact has been established on their end, they will contact us directly to ensure the claims process is followed on your end to ensure that you are not left out of pocket for the lost package.
We have also reached out to them through our internal communications portal to let them know what has happened and provide further assistance. "

This is the email The North Face sent me:
"We have carried out our investigation and are satisfied that all items were correctly shipped and delivered. As a result, we will not issue a refund on this occasion.

If you still wish to dispute this, you have the right to file a chargeback inquiry with your chosen payment provider. If you wish to proceed with this, please contact your payment provider who will be able to assist you further."

Very upset as this company is not providing any help. They are the ones who have to deal with their shipping company. Why I have to do it? I just need my money back.
They lost my package and now I'm in the middle of these two companies trying to get a refund
Not happy about this AT ALL.

Bought MEN'S VECTIV™ TARAVAL HIKING SHOES
TNF Black-Mineral Gold / 7 in janeuary this year just over three months old and stitching on the left shoe came undone on the outer side of the shoe. Light normal wear walking etc. Very poor quality considering they cost £80 on the sale. Would not buy any of there trainers again and would not recommend them.

I purchased a new NF Jacket at the end of January, after reading reviews I was little worried about the quality.

The coat arrived swiftly, and I wear it most days. It's holding up well, and is as described both in quality and fit.