The North Face レビュー 

Extremely poor customer service. I recently ordered an expensive puffer coat. The delivery courier was DPD. On the day of delivery I left instructions for delivery to be made to my neighbour, this was confirmed in the DPD app and a confirmation email. Unfortunately the delivery driver failed to follow delivery instructions and left it behind a plant pot outside the front door.When I returned home unsurprisingly the package had been taken. I raised a complaint with TNF and they said they would contact the courier to investigate what happened. I provided evidence on my delivery instructions. Ten days later they have contacted me to say they will not be issuing a refund as they was happy that the delivery was made.
I’m £220 lighter with no coat. Terrible customer service who have basically discarded my evidence and called me a liar.
Avoid at all costs

Awful customer service. Logistically incompetent.
I am having a similar issue as a previous reviewer B Billy B. I paid NF £220 for a jacket for my daughter's Xmas present. Was given a tracking number from Yodel but when tried to track the order it says Parcel still will North Face. This went on for 1.5 weeks. Phoned North Face many times during this time and each time they tell me it is on it's way. One customer service assistant told me on the phone that she will look into it. Next thing I know I get an email to say order has been cancelled and I can reorder on the website! No explanation as to what went wrong or if I wanted it cancelled. I then get a message from Yodel saying parcel is being returned as I didn't collect it! So frustrating, I never received any email/text to tell me to pick up the parcel. Thought I'd investigate at my pickup location (Yodel collection at newsagent) to see what happened and the man there (that would not give me his name) said he could not check to see if my parcel had actually arrived and been sent back or not as he doesn't have access to any parcel info. So I don't know if it is NF, Yodel or the pickup location not delivering! Stupidly reordered the jacket thinking that was a one off bad experience and guess what same experience again. It has been 3 weeks and when I track my (New) parcel it says Parcel still with North Face even though I have been given a tracking number - same as before. Sort it out NF!
Look at your reviews, only a 1.5 score! Such a dismally poor service. Definitely did not expect this incompetence from a highly respected brand. Do something about it and look into it. Is it you or Yodel that is so incompetent.

Exceptionally poor customer service. Attempting to return an order turned into a two-week ordeal. Yodel drop-off locations refused my parcel, claiming it was too large. After two phone calls, North Face arranged a UPS pickup but provided the wrong address, so the parcel was never collected. On the 3rd call, they promised a DPD drop-off label but failed to send it. On the 4th call (after repeatedly explaining the issue), they assured me the label would be sent that day, but it never arrived. On the 5th call, I was told they don’t offer DPD labels, contradicting earlier promises, and instead sent a UPS collection, which I didn’t request. Finally, on the 6th call, they sent the correct label, and I dropped off the parcel successfully. In between those 6 times I called them, there were multiple email exchanges and they also called me 3 times.
Their customer service incompetence is monumental. I will not shop with them again.

Update: 1 month after I have returned the items and they confirmed they have received it, they have still NOT PROCESSED MY REFUND. I only got my money back when I reported them to my credit card company who reversed the charge. It's absolutely appealing and I will be reporting them to the trading standards.

I am extremely disappointed with the quality of the jacket I purchased from North Face and the customer care service I received. The jacket, which I expected to be durable and high-quality, has a serious issue with the feathers escaping through the fabric, particularly along the seams. The sharp quills of the feathers have poked tiny holes in the fabric and are now working their way to the outside. This is not only frustrating but also completely unacceptable for a product of this price range.

When I reached out to customer care (Case ID: 19612350) to resolve this issue, they simply told me that this was "normal" and refused to offer any kind of refund or solution. I find this response to be both unprofessional and dismissive. For a brand that markets itself as providing top-notch outdoor gear, this is completely disappointing.

It seems that North Face is using cheap materials that aren’t up to the task, and their customer service is equally poor, showing no interest in addressing the problem. I will be hesitant to buy from them again and would not recommend their products based on this experience.

POOR SLOW RETURNS!!
I WILL NOT BE BUYING FROM THE NORTH FACE AGAIN ‼️
Sent a parcel back a few days ago not even a confirmation of receipt ! Takes ages to get refunded. They have received my return it’s taken over a week !! BUT IVE NOT BEEN REFUNDED ‼️

For a well desired brand the clothing is cheap and tatty, I bought a north face tracksuit that was £135 and literally after 2 cold soft washes the what can only be described as “IRONED ON” north face emblem has all peeled off, bearing in mind I’ve not even had them for more than 6 weeks.

Might aswell just go to primark and get some iron on logos, be much cheaper and wouldn’t know the difference.

Exceptionally poor customer service, and appallingly bad service for delivered items.
Happy to give excuses rather than sort the issue of non delivered items.
A premium brand but with all the service attributes of a backstreet dodgy tyre trader.
Update on above - my reply after further interactions with a service agent who told me I had to wait up to 10 business days to get my money back.

“I honestly think within 10 business days is dreadful, truly dreadful.
I paid NF £158.90 on 22nd November for a birthday present for my son’s birthday on 30th November.
Despite the tracking, and a notification from Yodel, saying it had been delivered on 3rd December, when I went to pick it up on 4th December the Post Master said it hadn’t actually been delivered.
A NorthFace service agent said it was because I hadn’t picked it up in time, the tracker said it had been returned to sender, the Post Master said it hadn’t actually been delivered.
Someone isn’t telling the truth.
I believe it is the Post Master that is telling the truth, which then begs the question - how can I pick up something that hadn’t been delivered in the first place?
You said it would take up to 7 days from when it returns to the depot - how can something that wasn’t delivered be returned to the depot?
Your email says I am now going to have to wait up to 10 days for a refund.
To summarise I paid £158.90 for a parcel that wasn’t delivered and I have to wait possibly up to 27 days since NF took my money before I actually get it back. That is beyond dreadful customer service.
On top of that it’s the first time in 25 years that my son has never received a present from me on his birthday.
I can categorically say this is the worst customer service I have ever received from any company.
North Farce have absolutely zero care for me as a customer and will never receive any of my hard earned money ever again. I will also be telling all my friends, family and acquaintances as well as social media just how poor a service, a perceived premium brand is happy to provide.”

Telephone agents are incapable of processing orders / returns / refunds / discounts

The jacket was ok but the way it came in a paper bag no protection over my jacket you pay 310 for a jacket expect it to come in nice packaging terrible the jacket could have easily been ripped just dumped into bag

"I don't care", says the manager of The North Face Bluewater, over and over again to my questions and in front of my daughter and other customers. Why? Because I'm trying to exchange an online purchase from The North Face website at The North Face store, shocking!!! After all, they are the same company. Wrong!! No, not at all, no way. I'm told the online store is entirely separate from the Bluewater store and the systems don't talk to one another. I may as well be presenting a bag of peas from Sainsbury's for exchange. What year are we in?

But I'm standing here now with a branded North Face package I bought from the North Face website, and this is a Noth Face store, and the response is, "I don't care; you can't return it here". But I'm here now, I have travelled 45 mins, "I don't care" the responses. What about the impact on the environment? Posting it back and forth for a replacement, he continues, "I don't care", over and over. He showed no empathy at all.

What monumental arrogance from the store manager and lack of respect for customers, the brand and its CSR. This is the cold face of The North Face and leaves a lot to be desired.

He handled the situation with confidence of his complete unprofessionalisum with the "I don't care" attitude. He must have this a lot, and I was just another annoyance interrupting his day.

Looking at other reviews, I now know that this is a franchise and doesn't accept returns from any other stores, let alone online. This is also stated online. Firstly, it is not acceptable to have such a disjointed customer experience, and most importantly, the arrogance and lack of respect from the manager were truly shocking!!!!!!!!!!!

Does my experience align with the franchisee's values? Let's find out! I have been a The North Face customer for over twenty years. Because of the actions of the store manager, I will return the £410 ski jacket without replacement and switch to a different brand that does care about me and the environment!

Where do I start? I bought the Women's Arctic Bomber just a week ago on their 20% off Singles Day for £288. But on arrival I discover the jacket's fur trim is not detachable despite what it shows in the pictures, and neither is the hood fully adjustable.
A waste of money that CS don't seem to bother about except to tell you to send it back, humphing a box to the Yodel store, and freeze while you wait for them refunding you.
Now it's 30% off on early Black Friday!! I actually forgot about BF but to entice with 20% off knowing they were going to take another 10% off a week later, costing me £36 is utterly disingenuous.
I have no winter jacket as I'm waiting for them to get back to me and give me some money off after I continued to complain. I can't wear it despite it being minus 5 outside.
In any case how am I even meant to wash and dry this thing while the faux fur is attached? The washing label even says 'remove detachable items before wash' yeah perhaps you should've actually sent one with detachable items??????
I'm never buying from this company again if they don't refund me some more money.
£288 is a lot of money for me; especially galling when it could've been £252 a week later. I don't have the funds to buy another jacket from somewhere else, and was utterly freezing today with just a rain jacket that I can only fit a light jumper under.
I was so happy when this jacket I had saved up quite a while for arrived, but now I'm just sick.

Bought a waterproof North Face long jacket in the spring and went to wear it today and the zipper is wrong sided and impossible to do up. The jacket is fine....but the zip renders the product USELESS. Do not buy.

Absolutely shocking worst customer service for trying to recieve a refund.avoid at all costs.been waiting over 2 months and still no refund processsed.can never speak to same agent.

NORTH FACE (not) RENEWED. Bought a jacket for my son through the renewed website. Cheaper returned item that had been ‘renewed’ ie repaired. Only it hadn’t…son after having worn it for a few days noticed a big tear inside a pocket. I contacted ‘customer services’. After several days delay we were offered a refund (on receipt of the item), though a courier service who don’t pick up from anywhere near where I live (Scottish island) and would obviously leave my son with no coat at the start of the winter! Apparently they can’t repair it; yeah clearly not. Last NF item we will ever purchase. Wish I’d seen these other reviews first.

Please have a word with Maria from The North Face in Westfield, White City, as we visited on Saturday, 12th October 2024. She was standing by the doors with another gentleman, who was lovely, and the alarm kept going off. Instead of politely asking us to move away as we were trying to figure out why it kept triggering (i.e., if a tag from another purchase had been left on), she very rudely demanded that we move away from the alarms, which we did. However, it went off again, not due to anything we did, but it seemed like the sensors were overly sensitive, as they would trigger whenever a customer walked in or out.

She was just rude and looked visibly fed up, clearly frustrated about something, as she was taking it out on any customer nearby whenever the alarms went off.

We didn’t buy anything, but her terrible attitude certainly left a sour taste in our mouths, so much so that I asked for her name to write this review. If you review the CCTV footage from the time of our visit, I’m sure you’ll be able to see her storming around the store in a strop.

I didn't receive gift card bought online - and it was impossible to contact customer services by chat, email, phone, Instagram and no response.

Do NOT buy gift cards from this company.

Don't get Deceived by the brand name.
Dont buy direct from the North Face website, absolutely appalling service and the jacket (Women Ripstop 1992 ) sent a used and defective product, and it is very hard and difficult to get back refund, once received back the items will stopped responding to you. Not sure how did the brand got such famous.

I’ve bought an hiking jacket and a lifestyle parka jacket in the last month and I’m absolutely amazed by the quality of both. Of course they are expensive but if you want a good product you must be ready to spend some money on it. Not sure why all those bad reviews but I’m really happy with both of my purchases. If this will be the standard of their products, I’ll surely buy again from The North Face

I purchased 2 items with them in different occasions. First was a puffer jacket and I addressed it to deliver in my house. However, they claimed that the courier have lost it. As it was the couriers fault I tried to buy from them again but this time its a hoodie and chosen the click-and-collect option and the result was the same. The item didn’t even delivered to the collection shop. Wasted time. They’ve just lost my trust in purchasing an item with them.

Gift card hoodie return nightmare!

I was gifted a gift card.
Made a purchase using the gift card number.
Disposed of the physical card because the evidence of the card number was used on the purchase on my account.
Hoodie didn't fit so returned item.
Cannot:
- Directly exchange for the same item in a different size.
- Get a refund on my account despite obvious evidence it was a gift card purchase and the number was part of the order(?!)

Customer service attitude was not good: ensuring they made clear they had no liability on the matter and had the attitude of advising what they could not do rather then what they could do. Despite me being really concerned about this, their attitude was really cheery about the whole thing which was inappropriate and bizarre(?)

I had to escalate to a manager as I thought I may be talking to an A.I bot (although it was actually a real person). I wanted to emphasise there was a situation whereby I had no product (too small) and a chance that they would be keeping my money and I was extremely concerned!

Fortunately the manager, Anthony understood the severity of the situation and was professional so he actually seemed concerned and had an awareness of the situation. I was extremely fortunate that the person who gifted me the card had the receipt. This resolved the situation after 10 days of back and forth emails and why I have given 2 stars instead of 1.

I've also advised the person who gift me the gift card not to purchase North Face gift cards for me in future due to the unreliability issue and lack of trust in the customer service. North Face gift cards were a go-to from and for friends and family on birthdays/Christmas, but lesson learned.

DO NOT PURCHASE GIFT CARDS FROM NORTH FACE. I WAS LUCKY, BUT IT WAS POSSIBLE THEY WOULD HAVE KEPT MY MONEY.