The North Face Reviews 2,109

Appalling customer service! For a company charging the prices they are I'm shocked at how appalling their service is. Order 'Girls North Down Hooded Coat' in their 'Size & Fit' it states model is 149cm and wearing a Large, my daughter is 148cm so assumed Large. However, it's an expensive coat so ran the Size Chart to be sure but as expected a Large was the required size. When it arrived it was basically a cropped coat, didn't even cover her middle. Yet on the model that's apparently a CM taller and also wearing a Large but somehow the coat covers her entire torso all the way to the top of her legs..... Either she is not 149cm or she is not wearing a large. Therefore false advertising, which at £135 is pretty remarkable, cannot even manage to provide accurate pictures/size details.

Anyway, returned the same day as received, arrived at their warehouse shortly after, 11th September confirmed received. Chased a week later as nothing, agent advised refund will be with me in 1-2 days. Slow but ok. 1-2 days passes..... nothing. Spoke to another agent, who states 'they shouldn't of told you that, all refunds are 14 days' . Not to worry, they'll manage the case and make sure the refund is sorted on the 14th day '25th Sep'. The day arrives, you guessed it nothing/nada. Friday - surprise.. also nothing. No one works weekends, why would they no one chasing refunds or orders this company has it all under control. Chased myself today to be told it has to go to the back office to be approved. APPROVED it's my money you're holding on to, you confirmed you received the item back over 2 weeks ago. Do not order online unless you're happy to risk getting a complete different item to what was ordered and being out of pocket for the privilege. At this moment in time still no refund and no word from anyone that I'll actually receive it.

Thought this is a thermor-reguluatign
but
ended up being cold in it for 0 reason.

1 star is too much. They have messed me around all week. Items that are for a charity event. Its deplorable. All week making phone calls and still nothing. And the women I spoke to this morning sounded about 12 and couldnt care less.
I'll never use this company again. How sad

best shop in the world

I haven't even received my jacket yet and, unless it's made of gold when it does eventually arrive, I've already seen enough (or rather not seen enough) that 1 star is already 1 star too many.

They promise 5-6 working days for delivery. This is rubbish and vastly underestimated.

They don't tell you that most goods ordered online in Switzerland are shipped, not from the mountainous region in which you'd expect The North Face to keep some stock ie. Switzerland, but from Belgium, of all places. You might think, well what difference does that make in this day and age, with all the advanced logistics on offer? In theory, not a lot. But they also don't tell you that they take days to even process an order and book the logistics (4 days to be precise). They then neglect to tell you that when they finally get around to booking a courier, they partner with one of the worst rated in Europe - GLS. It then takes GLS at least one week to get their act together and actually collect the product in Belgium and transport it to Switzerland - bear in mind it is possible, albeit not practical, for a person to walk from Belgium to Switzerland in 5-6 days (according to Google Maps). I find this shocking and an utter disgrace that a company operates in this way in 2025. The package is eventually passed to Swiss Post, who apparently require you to be at home to sign for the delivery, whenever that might occur - who knows?

It's approaching 2 weeks since I placed my order. On my first attempt to call The North Face, the line was down (inoperative). Well done The North Face for that. Awwww, having a coffee break were you? I managed to reach someone earlier today, who was only capable of viewing the same useless "tracking" information from GLS (with no planned delivery date) as that which I could access myself. She contacted GLS after the call then sent me an email advising expected delivery in the next 2-3 days. IF this actually transpires, it will be significantly longer than 2 weeks in total. I say "IF" because I've just read some of the other reviews here and clearly I should consider myself lucky if my order arrives this side of Christmas, several other reviewers having never received theirs!

My 1-star rating is not the exception, nor is it anything new in regard to its content. And yet, here we are. One has to deduce from this, that The North Face care not for customer feedback, and by extension, customers. What a way to do business.

If my jacket ever arrives, I don't care if it's the best jacket I've ever owned, I will never put myself through this nonsense again. And let's be honest, anyone familiar with imported goods from outside Switzerland (albeit unwittingly ordered from abroad in this case because The North Face do not disclose this when ordering on the Switzerland website), will know that Swiss customs are not exactly careful when it comes to performing checks on imported goods - over the years I've received more damaged goods after customs controls than I care to remember! And Swiss customs consider it your own fault for having ordered abroad in the first place (not that I knew I was doing that, thank you The North Face), so there's no claiming for the damage caused by customs either. In short, after a couple of days in customs, I'll be surprised if the jacket is even in one piece anymore.

All in all, I strongly deter anyone from ordering The North Face products online in Switzerland. If you really must purchase their products then go to a store. But honestly, their clear disdain for customers has put me off for life.

I'd give 0 stars if I could.

I called customer service this morning as my order seems to be delayed. The customer service assistant was rude and communicated in a “I am always right” manner. Never expressed any understanding or empathy.

Never again

oh wow, thank God i did not purchase a 300 euro jacket from here. i was dumb enough to buy an overpriced tshirt which ripped in many places within 1 wear. i'm not fat and i wear oversized, so there was 0 friction while wearing. i opened a case and it was of course immediately rejected. i suggest you google VFC brands and avoid all of them, as north face is only part of their garment. there is so much more. this is basically like E-corp from mr robot. if you know you know. i suggest anyone who cares about their money and what they wear to stay away from this brand.

I've bought three pairs (separately, of course) of the Men's Hedgehog Gore Tex shoes over the past two months - two pairs from Amazon and one pair directly from North Face. I had to return all three pairs because of a manufacturing stitching defect on the top of the left foot. I informed the North Face Head Office of this defect and even provided photos, but no one, other than a kind receptionist, has got back to me with an update. I find that not only unprofessional and impolite, but also ungrateful. I did them a great service reporting the issue in detail, and they've ignored me. Shame on North Face. Not even a 'thank-you' discount or voucher. I have no idea if the issue - a stiching defect on top of the left shoe - has been fixed. I will stay clear of North Face until they have the decency to update me.

Don’t buy anything from NORTH FACE!!!!
Cheap poor quality products! The returns department even worse!!!!!

Worst customer service ever
Brought a jacket
It got damaged on the collar so I called them to try and get a refund

Instead a supervisor said no and They did not help one bit

Poorest customer service in my life ! Will not be shopping with them ever again don’t waste your hard earned money on a company that will not listen to the customers and get feedback on poor quality made products they sell on their website over five months and still no refund

Annoyed and frustrated the directors need to get a hold of the customer complaints department from start to finish it is poor

Ordered some jackets over a week ago, emailed to say they still hadn’t been dispatched. Generic response back to say it can take 3-7 days (which it had been). Clicked the option for support where it said someone would be in contact with me. No one attempted to contact me via phone or email and now my order has been cancelled?! Absolutely appalling. I can’t believe such a huge brand has customer service like this and seemingly doesn’t care given all the bad reviews on here. Avoid

The Made-to-last Northface of the past is gone. In it's place is a company that makes products designed to a short time before needing to be replaced. I guess being a Buy It For Life company wasn't profitable enough for the VF Corp shareholders. Buy a different brand, a more responsible one that doesn't heap our landfills with sub-par products to pad their profit margin. I will never buy North Face again.
They also refused to honor the warranty after taking a week to get a response.

Absolute joke I bought jackets and half the jacket was missing. I returned it over a month ago and have not heard anything from them or received a refund. Sent about 4 email and had not a single human responses. It’s being a joke.

#004-246637786260396

I tried the North Face Renewed store. They sent a heavily used, damaged product, claiming it was like new. There are stains all over the product, and zippers are either missing or not working. They did not clean or even pack the product appropriately for shipment. Just threw it in a bıg paper envelope, wrinkled badly. And I have to pay shipping costs both ways for such a scam.

Case Number: 20515731 - FYI The North Face!!
Appalling service from start to finish from a multi-billion-dollar company. My first pair of shoes developed a material flaw, and after weeks of back and forth the warranty department finally accepted responsibility and replaced them. The replacement pair were the newer model and don’t fit me, despite this I was advised this cannot be so as the “product codes” are the same!!! I asked for a size up, a refund or credit and was told categorically NO as the warranty teams decision is final!!
The company refuse to acknowledge the possibility of 2 similar shoes not being the exact same fit!!

I’m now £150 out of pocket, and have to accept their decision and keep a pair of shoes I can’t wear.

Shocking treatment from a company of this size. Buyers beware.

I ordered a jacket for my child, and the package was delivered to the wrong address. The photo delivery proof showed that the package was not left at my home. When I contacted The North Face, they stated that they considered the delivery to be complete and the case closed! They would not do anything else to help me. The delivery service noted that it was not their responsibility. I will never shop here again.

My four season Himalayn 47 tent is a nightmare. window on fly rotted out. Tent pole snapped, shock cords have lost elasticity. filed warranty claim was told to check back in a month.
inquired about how to proceed if poles are not available, was told to buy from amazon on my dime.
will never buy another product from north face. a once great company has gone done toilet! if i could have given less then 1 star rating i would have. do not buy from north face.

I ordered four jackets for my children and the packages were delivered to the wrong address. Photo delivery proof showed that the packages were not left at my home. When I contacted The North Face, they suggested that I file a dispute with the delivery service and my bank, but would not do anything else to help me. And of course, the delivery service doesn't make it easy to file a dispute with them either. I will never shop here again.

It appears that the north face have stooped to an all time low to boost sales all of their products are not producing for real hikers indeed now for the masses inferior materials and lows standards and tat! I will not be purchasing any more products

The products are durable and stylish, perfect for outdoor activities. Shipping was fast, and the overall shopping experience was very satisfying.