The North Face Reviews 2,109

Would rate 0 if I could! Terrible customer service and shocking product quality. Customers are ignored for weeks, then told faults won’t be fixed even when reported under warranty. My £350 coat failed and they refused to take responsibility.

For a brand charging these prices, the quality is rubbish and the customer service is just as bad. I will never spend £350 on a coat — or anything else — from The North Face again.

Very disappointed with The North Face.

I paid for a jacket that was never received because it was stolen during delivery, and the company has refused to replace it or refund me. Instead, they told me to contact my bank and request a chargeback, which is unacceptable customer service.

I’ve been a loyal customer for years and own a large amount of North Face gear for hiking and skiing, including equipment for my wife and children. After this experience, I will not be purchasing from them again.

Be careful when ordering online — if something goes wrong, you may be left without your product or your money.

Two years ago I ordered a parka for 315 GBP on the Northface website. I was expecting that this would be an investment that would last me at least 10 years. The quality of the parka was disappointing from the start with the hoody being oversized and unusable. Then a year later, the zipper broke.

On November 14, I sent Northface pictures of the damage and after examining the claim, they requested the item to be sent to their warranty team for further inspection.

They claimed to have sent me a return label, but they never did. Only two weeks (and two email reminders) later they provided the return label on December 4.

I sent the warrenty team my Parka and on December 31 they let me know the item was now successfully repaired and already on its way back to me. They even sent me a tracking code.

Eight days later, I still hadn't received my Parka, so I reached out on January 8. Northface let me know repairs were still ongoing on January 12 , and informed me the parka couldn't be repaired on January 16.

They offered me a full refund which I accepted.

As I closed the bank account I had paid my Parka with over a year ago, I requested the refund to be issued to another bank account in my name.

Northface let me know this wasn't a problem and they requested my bank details. I provided these the same day.

Then Northface let me know they would issue the refund to the bank account I paid with (which I closed). If it would bounce, then they'd issue my refund to the details provided.

On January 26 I still hadn't received my refund and I reached out once again.

Northface let me know if I hadn't received the refund by January 30, I should reach out.

I did.

Northface let me know the refund was issued and I should contact my bank to locate the money.

It is now February 4, and 82 days and 25 emails later... I still haven't received a refund.

And they kept my parka as well.

Northface, please act like a premium brand and resolve this issue asap. Case number: 20791438

Update: The Northface claims they issued the refund and refers me to the bank, the bank claims they never received the refund and refers me back to the merchant.

End result is that I lost my parka and 315 GBP.

Very reliable and comfortable for hiking

Absolutely shocking experience, Royal Mail accidentally mixed up the parcels and returned my Ugg boots to North Face, I know it's annoying and not North Face mistake but all it takes is for them to send them back to me, I'm happy to pay for postage - it's now been over 2 months with no news / no update and absent customer services.

Bought these boots in 2024. I live in Toronto and the winters could be unpredictable. I rarely wore them for the first winter. Maybe I wore them twice. There were issues with the laces catching on the fasteners. Fast forward to 2025, our winter is cold and snowy, so I’m wearing the boots. Again, the laces are catching on the fasteners I fall and injured myself. I call and go through the warranty process. They tell me based on my pictures, yes the fasteners are faulty. They’re going to check my warranty. Turns out I don’t have a warranty and they’re gonna give me 20% off new boots. The boots are over $200 based on what I told him I at least expected to get a replacement pair of boots but that’s how it works with these big companies. It doesn’t matter if you fall and injure yourself due to faulty fasteners, they’re still going to placate you by giving you just the bare minimum. I repaired the fasteners myself and have been wearing them, HOWEVER, they don’t keep your feet warm! Even in minus 10 my feet are still cold. And water is seeping through and my feet have been wet.
STAY AWAY FROM NORTH FACE BOOTS!!!

The quality of the shoes is shocking. I have worn waterproof shoes by north face since 2010. The most recent pair of Hedgehogs I bought are absolutely disgraceful. Hard plastic type material. Completely different sizing and soles that are extremely slippy in the wet. Not acceptable for any shoes but particularly for ones sold as waterproof. I’ve spent a significant sum on a pair of shoes that are only fit to bin. DO NOT BUY

Horrible return time on refunding money/credit from returns. Human gives same verbatum ansser as robot and puts you off for atleast a month. Meanwhile you are being chgd interest from your creditcard co. For the purchase. I will not be purcbasing from them again. Also products are mis sized. Way smaller than typical sizes.

does not issue refund whatsoever
returned order last year
said would issue before 27th Jan and still nothing
completely waste of time

My review is not about the product but about Northface customer service. I received a white down jacket as a gift. I loved the white but found I had to wash it rather quickly. I followed the washing instructions exactly. Unfortunately the inside down just balled up in each section. I contacted customer service and within a week received an apology and gift card replacement. I was very happy with their customer service. I have washed other NF products and they were fine. My jacket must have been defective. Thank you

Absolutely rubbish customer care and support for online purchase. I have purchased 3 items and only shipped 2 items and when I have raised the issue they sent me email reply they have shipped all 3 items. They just robbed me my £40

Return policy for gifts is not customer focused and poor communication. Will not use again.

Horrendous company, received my order back and confirmed the return in December. Now claim they were unable to refund my £309 back to PayPal as it failed (PayPal confirmed this is not the case) promised a bank transfer refund and I’ve received nothing. Avoid at all costs telling me a complete pack of lies.

This used to be my go to place for so much of my clothes but between the quality of the clothes & the extremely poor customer service I have gave up with them & now shopping elsewhere. Using “Recycled” clothes but the new ones actually look & feel second hand & waiting over a week for an update on an order. Poor poor poor.

Horrible customer service for online purchase!

FALSE ADVIRTISEMENTS!! DO NOT BELIEVE THE EMAILS THEY SEND YOU! OFFEREING 15% OFF YOUR PURCHASE! LIARS! That would have been $40.00 off my order. When I called them on it they said, OOOPS?
I have to return item and then buy it again??? What?? Shame on them!!! I will be returning and not buying anything from them again.
Enjoy 15% off for joining XPLR Pass. Discount is auto-applied to your cart in Order Summary if not already
NO NO NO it is not! no discount
this is their response to my complaint:

We are really sorry to hear about this experience—we completely understand how upsetting it is when the discount you expected wasn’t applied.

We regret to inform you that we are no longer able to make changes or modifications to this order. It has already been acknowledged by the warehouse and is currently being prepared for shipment.

Here’s what we can do to help:
If you’d prefer and once the order ships out, we can request the carrier to return the package to sender in an attempt to intercept the delivery. Once the request is accepted and the item is successfully returned to our warehouse, we’ll issue a refund to your original payment method.

I am extremely disappointed with The North Face and how they handled my return.

I returned an item on 19 December in line with their returns policy. The parcel was delivered to their warehouse on 22 December, confirmed by Yodel tracking and The North Face’s own website. I have clear proof from both.

I contacted customer service multiple times. At first, they confirmed receipt of the return and told me the refund was delayed due to Christmas. I was then given multiple promised refund dates that were never honoured.

Later, I received an email from their fraud department claiming they never received my return and refusing my refund, despite the tracking evidence. This was extremely distressing and completely unacceptable. Being indirectly accused of dishonesty when you have done everything correctly as a customer is shocking behaviour from a company of this size.

I asked for Alternative Dispute Resolution (ADR) details as required by UK consumer law, and this request was ignored. Instead, I was repeatedly told to contact my bank.

At this point, I don’t have the item, I don’t have my £164.50 refund and I’ve spent weeks chasing something that should be straightforward.

This experience has caused me significant stress and has completely destroyed my trust in the brand. I would strongly advise anyone considering ordering from The North Face to think carefully, especially if there is any chance you may need to return an item.

Very poor customer service, poor accountability, and an unacceptable way to treat customers.

Items shows available till you check out
Poor inventory update
London blue hoodie shows available

So disappointed with the quality of the ski outfit I bought for my daughter. 4 days into wearing the outfit it puckered, frayed and the fabric was no up to the wear and tear of a ski activity. North Face are refusing to accept this and refund or replace the £500 outfit.

I bought a jacket filled with down and after two weeks it already started losing the feathers. I was very disappointed.