The North Face Reviews 2,109

I bought a North Face backpack almost a decade ago which was a fantastic, durable product. I bought another backpack (Basin 36) recently and it couldn't have been more different: terrible quality - the backpack's inside ripped apart on my first hiking trip - and design.

Order scheduled to arrive 8-14. Called service department today on 8-18 and was told it would be here by 7 pm. Delivery truck arrived, stopped, as my husband sat outside nearby waiting. The driver looked through packages, never spoke to my waiting husband, then blared angrily out of the drive without leaving a package or an explanation!!!

Note: All items purchased in-store (REI, etc.) in the United States.

I've had great success with Northface products. The products are high quality. I have a warm puffy down jacket that got me through winters in northern Wisconsin. My winter wicking pants keep me warm and are comfortable. My backpack's zipper, after about 12 years, finally broke. I mailed my backpack to North Face and they fixed it! I 100% trust North Face products and highly recommend them to others based on the quality.

Ordered item, dpd sayed tried to deliver( someone was at home all day) expected to collect 5 miles away.

Called north face… not interested in the slightest. So said get dpd to collect form miles away and give me a refund. 3rd time this had happened, stupidly used them again. Going to boycott the brand as they are quick enough to take money, and don’t care if there’s an issue.

You chose that courier not me..

Don’t worry dpd will be getting as good a review

Ordered a hat for holidays, said 2-5 days delivery. After 7 days it still said pending - unable to speak to anyone other than a bot which said I had to wait. 4 weeks later, still no deliver, no refund or explanation. After 5 weeks, the order was cancelled and I was told I would get a refund in 10 working days. I said I would like to make a complaint and was offered a 10% discount code! I said I didn’t want that and would like to escalate it further. Offered ‘express delivery’ (already waited 5 weeks) and 15% discount (£3.55). Was told to take it or leave it. I will leave it and never shop The North Face again!

I wish I read the reviews on here first! I ordered a coat with expected delivery time of 3-5 working days. 7 days later they say it’s dispatched to the courier, finds out the item hadn’t been dispatched. They see it hasn’t and tried to compensate me with a 10% off next purchase. They wanted me to reorder to then give me express delivery. Sorry but I’m not paying twice for an item. Problem was not resolved so I got a refund. Never again will I buy from the site.

The North Face Down Jacket has been a fantastic purchase in terms of warmth and durability. I’ve worn it through two harsh winters without much wear, which is impressive. Yet, the initial price was a shock. I had to scour various sales to afford it comfortably.

While it’s an investment in terms of quality, the high cost required serious consideration and bargain hunting, which may deter some potential buyers. Really, the jacket is cool but too expensive

Don’t trust delivery time
I opted for an express delivery. 2 working days after my order, still no news from my shipment. When I contacted the customer service, I got told it is still being processed and the 1-2 delivery time only starts to count when they will process it … very useful. Most companies I order from get faster processing. Finally when complaining in after sale service, they abruptly stopped the chat. Never again for me

I bought a jacket 10 days ago on sale in your homepage. I haven't heard anything about delay, out of stock or something like that. I've tried to get in contact with North Face, now i have received an email, (which is not in English, or Danish, so i had to translate it?!) which says, that my order now is returned, and i will get the money back.
This is really bad service, and did not expect this for a brand like North Face.

Ordered £100 worth of t shirts for 4 and I was sent 1. I raised a dispute and they said I was lying and didn’t refund me. Disgusting! Actually robbed by theses crooks. Never ordering again. Scum bags

The team don’t now how solve customers issue they giving threatening to customers.

The north face packaging is so cheap and dirty they don’t know how to make clean packaging while send products for saving money the send 500£ work in very cheap paper bag and someone in the transit open the paper bags from down and stole the one jacket.

When I send complain they just refused to help they said they check wear house and everything was ok how fool reply.

Very bad experience I have with the north face and staff is so rude I don’t want to mention the name of that guy.

But I’ll never buy from them again in future it was my favourite brand but nothing is permanent in life.

Their jackets and backpacks are durable and preform exceptionally well.

Rude service from the store in Stockholm and expensive clothes, considering you can get similar quality at other brands like Salomon for considerably less.

I feel let down by North Face. Can anyone tell me what the North Face life time guarantee is actually for? I returned a £300 coat along with the original purchase label with a lifetime guarantee to my local store weeks ago & was surprised to be told that the broken zip & breaking down lining wasn’t covered. No one at North Face is resolving this & ducking the issue by saying that the warranty period is now 2 years rather than a life time guarantee which they say they currently do not offer.
Surely the warranty at the time of purchase still stands & I shouldn’t have an ongoing battle to get a resolution.
This is very disappointing & certainly doesn’t meet expectations when purchasing in good faith.

Ordered a jacket described as being in ‘as new’ condition. It arrived with the bottom hem hanging off. Immediately emailed them with photos. Automated email acknowledging receipt, then nothing, then read the reviews on here. Expensive lesson which I won’t be repeating

My partner bought the Hedgehog Futurelight shoes for their waterproofing and durability, but after only 19 months of moderate use, the upper front panel split at the point where the shoe bends, a clear weak spot. They now leak in wet conditions, which defeats the purpose of a waterproof hiking shoe.

The soles are barely worn, showing the shoes haven’t been overused or abused. We contacted The North Face under the 24-month warranty and was initially sent a return label for inspection. However, before we could even send them back, my partner received an obviously standard AI written email stating that the issue "does not meet the criteria for coverage under our warranty policy" and was not considered a material defect.

This was extremely disappointing. A premium product should last longer and a brand like The North Face should stand by its warranty. Unfortunately, both the product quality and customer service fell short of expectations.

What's happened? We've bought SO MANY North Face products previously and they've given SUCH GOOD SERVICE! Our favourite tent is a North Face cross hoop -- its 100% stormproof!

Advertised online price for a hat would not show up properly in the cart on NorthFace's website. Chat agent couldn't do anything about it, so they gave me an email address. Two days later I got a response, directing me to a phone number and assuring me they would honor the advertised price on their website. Despite the email, the agent on the phone started arguing with me that the price in the cart was correct. I wasted so much time because of this awful customer service that they lost me forever.

What a once upon a time awesome brand that jumped from top spot to absolutely awful, lost track of the amount of jackets and t-shirts that either fell apart or lost its shape immediately… Ok but they’re famous for they’re quality backpacks?? Nope also fell apart within warranty timeframe yet refused a refund from whom sounded like a snotty 13 year old girl seemingly replying from a phone in text format completely ignoring the complaint and just replying “I’ve sent your voucher, what else do you want”. Just a replacement bag of a product that is faulty across the range as per the reviews. Diabolical brand. Best outdoor brand/service on the market now…ThruDark 👈. Stay clear of north face. Still no refund of my within warranty poor quality backpack.

I submitted a previous review noting how they lie about their warranty and for a 5 cent zipper they sent back un repaired despite their guarantee, I wanted to add that since that time, Marmot couldn’t fix a seam in a $75 rain jacket and asked if I would accept $600 in store credit. Uh, yeah. That’s customer service and I’ll be a Marmot customer for life and would never spend a $1 on NorthFace crap.

My order was delivered in exactly 3 days and just in time for the event. Thank you Northface.