The North Face Reviews 

I’ve bought a lot of North Face gear over the past 25 years and have generally been pleased with it. I’ve never had cause to contact the company about any issues… until recently.

I bought a £150 jacket and found, shortly after buying, that the coat loop snapped. Looking at it vs my old jacket that it replaced (which is still going strong albeit looking slightly shabby after 20 years!), it was clear that quality standards have dropped considerably. This is also clear from a kids coat bought recently too.

Apart from declining quality standards, the response from customer service was initially silence followed by inconsistency and rudeness.

My only regret is not looking on Trustpilot first - this review will be lost in a sea of negative reviews focusing on poor customer service. But I would add the lack of quality these days and will certainly never buy North Face products again.

You cannot cancel your order. This is a new low for brand expectations, in our experience.
Although it does say so in the fine print on their web page if you look. Is this a violation of the Consumer Contracts Regulations in the UK? Anyway, your money stays in their account longer and you have to wait while it is almost delivered, turned around and then you wait for it to be checked at the warehouse and the process begins of having it refunded at some point and you get your money back into your account, hopefully (?) Wish we had read the reviews here first.

I cannot believe the terrible service I have had from this company. As it is such a known brand I did not even think to look at trust pilot. I ordered 2 ski trousers the first time one size was sent incorrect the other was too tight . I thought this was an innocent error on one item sizing so I sent both straight back and ordered another 2 in the correct sizes .

To my dismay I get sent 2 ski trousers this time both the wrong size from what I had ordered. By this point the company had ££640 of my money and I had no ski trousers for either myself or my daughter.

When I rang to complain the lady I spoke to was unable to let me speak to a manager or even had a number or details of a manager I could access myself. She said she would order a courier straight away and I’m now on day 4 and no courier to collect this refund.

Quite frankly I’m disgusted that such a big well known company has such appalling service. It has completely turned me off this brand and I will be telling others my experience. If I could give a zero review I would!

Hi like othere customers if I could score them a zero I would I have been trying to return a parcel for three weeks I'm constantly being told a courier will pick the parcel up as it was too small they never turn up phone them every day they tell me the same thing every time there only appears to be two people who answer these calls as it the same name snd female that I speak to every time I have added for a drop off point where I can rake the oarcel they then told me there's an issue with there system so I can't drop it if I think consumer advice needs to look into this online company as they are shocking company to deal with would advise any one to stay away from this online company very frustrated annoyed customer

Wish I had read the reviews before I ordered but you really don’t expect this from a well known expensive brand. If I could give minus stars I would.
Ordered 2 coats, returned 1.
Somehow during the point from when I handed the parcel to yodel to point received at warehouse my package had been tampered with. Jacket taken out, random items put in. I can prove via ring camera footage that my parcel has been re-sealed by someone and is not how I sent it. I used the free return service provide by North Face but somehow I am liable for this rather than them taking it up with their courier provider. Needless to say I’m not being given my refund. I now want to return other jacket as I don’t want to give them a penny but worried I won’t get any of my money back even if it arrives there after reading all the other reviews. How is a company allowed to operate like this. Surely they should be investigated?
DO NOT BUY FROM THIS COMPANY!

I purchased a jacket at xmas as a gift, this was not the right size so ordered the next size up and returned this one Dec 22. Now Jan 22nd no refund and they ignore all emails.

I have the proof of return but still nothing.

quick to take money but not quick to return

Unfortunately, I've had a very similar experience to all the other negative reviews I have read. I ordered a jacket online and returned it on the 15th of December 2022 using the instructions provided. It is now the 22nd of January and TNF still hasn't received my item (apparently the courier can't confirm its location). I contacted customer service and was told they would process a manual refund, with the money being returned to my account within 10 working days. It has now been over 2 weeks and still no refund. I would STRONGLY advise against ordering from their website unless you are happy to lose a lot of money because trust me you will. I will definitely NOT be buying online from them again. If I could leave 0 stars I would.

Literallt the worst customer service i have ever received. If i could hqve left 0 stars i would have and i wish i had read these reviews before I purchased a north face coat costing €270. I returned the jacket as it did not fit my daughter and the company said they would refund me so i could reorder instead of just exchanging the product. Here i am a month later after the product was collected and not refund. I have called the customer service department 11 times and emailed 9 times and still my refund has not been returned. They have told me that they have received the return. I have asked a manager to call me but they dont seem to care that i am down €270, a manager has not bothered to call me. Not sure if this is a scam company but if you are reading these reviews before making a purchase run for the hills as it ia literally the worst customer experience i have ever endured and this company do not care about their customers. I am still out of pocket and will never order from thia brand or company again ever.

If i could leave no stars i would have! Ordered shoes for a birthday present and the wrong size was sent - contacted North Face to be told they don't offer exchanges and the best option is to send them back and reorder them - only the size i ordered is now out of stock so the "best" option is to just send them back. Shocking service from North Face when this is their mistake! Won't be ordering online again

Still waiting for my purchase online with a transaction fee, tracking says it's on transit since January 8th, what a joke! The North Face how do you even sleep at night scamming people? Hope karma will get you someday!

DO NOT ORDER ANYTHING ONLINE FROM NORTH FACE. Weeks later still waiting, customer service a joke. They take your money and end of correspondence.

I received my online order OK, but had to return it as it was too large. I created a return for pickup by the delivery company. They never showed up, never contacted me, nothing. I forgot my password to the northface website, but tried over a couple of days to press the "forgot your password" button in order to reset it, but the link was broken and wouldn't work. I took the parcel back to the store on Regent Street who would not process the return as the company policy does not allow it. I then had to walk further to a newsagent to drop it off. They have TERRIBLE customer service, returns pickup does not work, the website does not work. I would NEVER order online again from these people.

Shocking customer service and practices. Paid just over £500 for two jackets that were dispatched using Yodel and refused delivery by the collect plus store due to storage issues. Rather than rearranging a different collection point, the package was sent back to sender with no input from the customer. Called customer services, to which I was told I have to wait for them to receive the items back before a refund is processed, which can take 7 days. I would have to order at full price to get the jackets within a reasonable time frame, and then get a retrospective price adjustment because they wouldn’t reissue a discount code I had for the original order. What should be a straight forward delivery of a jacket in a few days, will turn out to be long winded process over weeks and £1000 that will need to be refunded as long as returns are received without issues. I have paid for items, not received said items through no fault of my own, therefore I should be entitled to an immediate refund, however this is not the practice of North Face. Argh, I have buyer’s remorse now after reordering, but will see it wait for the outcome of the second order. If I receive my jacket, I will not order ever again online from North Face!

Ordered a pair of shoes off of the official website two weeks ago and they STILL haven’t even been sent out. Contacted the support team and haven’t had any response at all.

Shame on you!

waiting on my package for over 3 weeks now. They have delivered it in a city 20 kilometers of my home adress??? That specific company said they never received any package. Already phoned them around 5 times with no solution.. Never thougt a company this big could let you down this hard haha!

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.

what an absolute joke! the parcel's gone missing during the delivery but the north face only can refund me when the parcel is returned to them. it has been more than 30 days i've placed an order. other big retailers do issue refunds in the same situation when they know it's missing. this definitely isnt the customer's reponsibility, it is your own problem to deal with the carrier. i havent even touch the parcel. GIVE ME MY £300 BACK

Don't bother- terrible customer service. Buy elsewhere...

Seriously how are your stores still open?

Bought an item online, visited an 'official' North Face Store today to try and exchange the item, but they were not willing to help as 'their tills are not able to do exchanges/refunds of products purchased online'.

I'd driven 15 miles in to go in person to support the store... but the lack of customer service has highlighted that stores such as this will soon go out of business.

So I retuned my order (which will cost North Face more), got a refund...(I hope) and re-purchased the item at a cheaper price from another store.

Looking to buy through North face online? Don't! You gain NOTHING by doing so, buy elsewhere where the retailer understands the importance of customer service.

I bought a bag online in the sale and specifically for a trip of approx 3-4 mos. Within a couple of weeks the stitching had come loose and one of the handles detached at one end.
Trying to deal with the online team has been exhausting. Despite sending photos showing the issue, and the item being under warranty, they insist on me posting back the item to the UK before passing judgment. The item is a travel bag. Without replacing it I’m rather stuck - and paying for a new one before commitment on a refund seems unreasonable when the issues are so clear. I have sent numerous emails and the responses are always generic and unspecific. I have given you dealing with the online team as it is a total waste of time.

I bought a £200 Apex Flex 2.0 jacket and have multiple problems.

1. I bought it from a shop labelled "The North Face" in Covent Garde London which turned out to not be owned by The North Face company but licenced to another company, so all dealing was through a 3rd party. Even my receipt had a North Face logo on it, but it was Ellis Brigham who actually owned it.

2. The main zip broke after 6 months of light use. The jacket was replaced by Ellis Brigham.

3. The zips on both pockets broke just after my two-year warranty finished. Literally, the toggle went straight through the cheap metal loop on the zipper. No option to reattach as the loop had a gap on both sides just through normal use.

4. The North Face had no interest in recognising the issue and just said it was out of warranty.

Extremely expensive windbreaker with poor quality details and terrible customer service. I will never buy anything from this company again.