The North Face Reviews 

Shaun was just amazing , fabulous knowledge and help .refreshing .
Ordered out goods quickly , lots of advise . So lovely well mannered .

I placed an order for an in-stock item, 24hrs later the order status is still "Processing"!

I used their webform to query/cancel my order and their reply was "Our ordering system is super quick which means it's not possible to change or cancel an order once it has been submitted."

Apparently an order cannot be cancelled even if it's not been shipped. I have to wait for delivery and then return it.

If they consider 24hrs to be super quick, I guess I should name beneficiary's on the return/refund process.

I tried the chat button - nothing!
I tried the "I still need some help" link in the email, 30 minutes later - still nothing!

Buy something and within a day they are further reduced really rubbing it in. North face items are made in countries where they exploit labour for peanuts and sold at massively exorbitant prices. I have many many north face items but no more than 5% of these items are acquired directly from north face as the website is poor functionally and the prices are horrendous. Yes very cheap made items sold at very inflated prices. The majority of north face badges are vinyl stuck on rather than stitched to ensure they come off ASAP with laundry and ironing. The north face want customers to cover the cost of them reducing THEIR carbon footprint and think customers should pay more for them using less packaging. One good thing is they use dpd for delivery rather than the mickey mouse companies like yodel, evri and royal mail.

I understand that reviews are generally to complain.

HOWEVER.

My experience with The North Face customer service team beggars belief.

I initially wrote to them, to explain that my rolling thunder extendable handle had lost a screw which was located next to one of the red buttons you would use to extend or retract said handle.

I have had this lugguge over two years, bought it for over £200 had no issues in this time and love it.

North Face firstly replied stating they don't replace wheels, no idea why I got this response!

When I responded, and said I was willing to pay for the shipping and the screw (which cost would be a few pence). They said they don't replace them and I should look in local stores!!!

The screw is not generic and used only by North Face.

I am now at an impasse, unable to use my luggage as the handle is unusable and North Face can't or will not assist me by replacing the screw that I am quite willing to pay for.

North Face, please restore my faith in you and help me with this issue.

Delayed shipment, 3 seperate days with agents to check, promised updates that never came.
Agent couldnt reorder - would have to refund and order again. Guidance of next day delivery on website actually means up to 4 days as explained by an agent. Ultimately went with a different brand.

I wish I had looked at reviews as what a useless company I ordered some shoes well in advance of my holiday to Berlin on Wednesday 28/5/25 and have opened them today to find they sent 2 left footed shoes. I will have had to return them but have been told I will have to wait until it is received to get my money back so I can afford to reorder them. Therefore I will not have them to go away with, I have never known a company send a pair of shoes this way in all my life and is very unprofessional and ruined my trip.

North face are a disgrace!
I’ve been chasing a refund for over a month now! I have my return parcel receipt and also have proof they’ve had my parcel for weeks. Every time I call and talk to someone they say they will call me back later that day with an update and that the team are looking into it. The team have now been looking into it for weeks and weeks and everyone seems to be passing the book! I can’t believe that a company of this size is not giving me my money back!! It’s disgusting and the customer service is without a doubt the worst I’ve ever experienced!!!!
If you like the clothes dont bother buying it from them directly as there’s a good chance they’ll steal your money!

Purchased a refurbished retro Nuptse gilet from the north face renewed (linked from the North face website). Gilet looked great but one panel was empty, so asked for an exchange, no reply, after 7 days, I emailed again as needed to send it back within the 14 days allowed. Eventually got a reply on the 14th day (a game of theirs probably!) Was immediately refunded the postage, but for months, even though they kept communicating back and saying ‘to hang tight’ they didn’t issue a refund. Eventually had to go through the credit card company to retrieve the money. Totally shocked by this whole process and ridiculous customer service from the North Face. Avoid!!!

Worst experience and never would buy again online from them. They won’t refund saying our item has not been received. Even with proofs and tracking saying the item has been reached back to north face.

FAKE website!!! Something suspicious is definitely going on. They took my money, and three days later they told me the item was out of stock, but their website still shows sizes UK4 and UK8 as available. I don’t understand how this is possible. It feels like fraud. It seems like they’re using a trick to hold onto customers’ money for a few days. If you think about it, it’s quite a profitable move to hold thousands of people’s money with interest-free. This is my honest experience, and I’m sorry to say I’ll be sharing it everywhere I can. We’re going on holiday this Friday and now we’re going without shoes. I’m sure you care deeply about our holiday plans. 😂 Big thanks to The North Face. This was our first time buying from you, and we were excited, ready to become loyal customers. But after this experience? Never again.

Very poor customer service and very bad experience overall. £200 Product ordered online, returned because it was small. Return confirmed in Yodel and in the North Face tracking systems but North Face refuse to issue a refund because they ‘can’t find the product’. I feel that I’ve been robbed, only choice is to dispute through my bank..avoid at all costs

Advertise delivery 2 to 5 days. This is false Advertising. Just been advised will be Over that timescale great as wanted for a present. After years of using won't use again. Spoke to customer service they could not give a dam

Scammers of the highest degree.

I returened 2 products to the value of €210 to TNF in November 2024 and was not refunded to the gift voucher I used. This is really confusing as I returned twice before and was refunded with no issues.

Firstly, I raised the issue with CS via phone call. I spent 13 minutes talking with an agent who then hung up. The agent on the phone was completely clueless about their own policies and laws regarding online purchasing.

I chose to raise the issue via email after this. 4 weeks later and I'm still without the €210 I was supposed to have been refunded. The agent I was dealing with was named Elsa and she has been extremely unprofessional all the way through. She has been fobbing me off pretending the issue was being investigated in all departments but these were just bare faced lies to deflect responsibility.

Never again will I purchase from the The North Face and would advice anyone else to do the same.

What really confuses me is the Irish website is actually based in Switzerland, a non-EU country which makes it very difficult to take any legal action from the Republic of Ireland. It's almost like it's set up this way on purpose, TNF are scamming you for your money.

£280 for a puffer jacket that said you can chuck in the wash I did exactly that and the whole thing is ruined! Screw this company!

For such a big brand they run a scam on returns where you send the stuff back, confirm it's there but then tell you their fraud team has refused to send the payment and you need to contact your bank to claim back the payment. Called several times and always come back to Fraud team has made there final decision and they won't reverse it even though they sent confirmation they received the items. Claiming back from the bank potentially takes weeks to sort out and in the middle of this now. If bank refuses then I will need to take them to small claims court, again wasting my time. Reading the other reviews they have done over so many customer so be warned. Never buying any TNF stuff again in my life.

Delivery taking more then advertised on website, when chat to customer service there is just being told as is being shipped from european warehouse and is taking so long to have it.

xtremely disappointing experience with The North Face at Bicester Village. After making a purchase, I discovered the theft protection tag was still attached when I got home. This oversight forced me to make an unnecessary 2-hour round trip back to the store to have it removed.
Upon arrival, the staff showed no remorse for their mistake and offered no compensation for the time and money wasted on travel. Their attitude was shockingly rude and unprofessional, completely disregarding the inconvenience they had caused.
The lack of customer service and accountability is appalling for a brand of The North Face’s caliber. This experience has significantly damaged my perception of the company and I’m hesitant to shop with them again. I expected much better from what is supposed to be a premium outlet shopping destination.
I would strongly advise potential customers to double-check their purchases before leaving the store, as the staff clearly cannot be relied upon to do their job properly. The combination of incompetence and poor attitude makes for a truly unpleasant shopping experience at The North Face in Bicester Village.

Bought some ski trousers that were £225. Wore them for 5 days skiing in France, they came back covered in tears and scratches and not what I would expect from a ‘premium’ brand.

Went to the Leeds Briggate store to ask for a refund, clearly not fit for purpose as advertised as ‘for skiing and snowboarding’. Was spoken to rudely by Sophie who stated basically ‘there’s nothing we can do as it’s not a warranty item, it’s wear and tear’. Since when is 5 days of usage classed as ‘wear and tear’?

Then spoke to the manager on the phone, he invited me into store (where I thought at least I may get some gesture of goodwill, such as a gift card), to then say the EXACT same thing as he did over the phone, with no change in his position. Wasted my time twice travelling into Leeds, the customer service team were more helpful than the store staff. Even though they couldn’t see my order they still gave me a discount on my next purchase (as if I’d buy from them again).

Spent thousands on this brand over the last 15 years and I’ll never shop here again. I’ll go to a proper outdoor brand like Patagonia next time who won’t argue with customers over a few hundred pounds.

Had to dispute the transaction with my bank and because north face wouldn’t have the item returned as it wasn’t a warranty item, I couldn’t get my money back so I’m going to be £50 down in addition to the £202 I paid for them (with a discount at till) getting them repaired.

I recently purchased a coat from this company . The coat was to big for me, so I sent it back , no quibble and returned my money within a few days really helpful and kept me informed the only downside was I went to another store which retails the same items and tried the next size down which was to small, overall though a great company will purchase another coat on line
Service and coat first class it was just the size

I kind of liked the company and brand but was left with a really bitter taste in my mouth when using their returns process and speaking to their support team.

They only offer Yodel drop off, and I don't own a car. I asked for an address to send to with me paying the postage (and using Royal Mail's pickup service so I don't have to lug packages across town) and they said it wasn't an option - as if they can't even accept post from any other carrier. They were pretty snarky about it as well, I really didn't like the experience.