The North Face Reviews 

I bought the Borealis Classic Patch white dune for women as a gift to my daughter. Unfortunately UPS never tried to contact me and the product was returned. Since I'm a stubborn, I decide to do it again. This time I took the pain to register myself on UPS platform and make it clear that I want my product. This time, they left a note and send me to pick the product on a drop point.

The product is all good. Just don't trust that UPS will do theis job and choose to collect on the drop point if you really doesnt want problems.

PS - North Face returned my money 7 days after UPS didn't deliver it to me.

Absolutely disappointed with this North Face jacket. Paid £90 and after a couple of washes the logo started peeling off — now my jacket literally says “Orth Face”. For a brand known for quality, this is unacceptable. Total waste of money.

I gave this store a chance and came away disappointed. The tracking information was inaccurate for most of the delivery window. Not an experience I'd want to repeat.

This was one of my more frustrating online shopping experiences recently. The tracking information was inaccurate for most of the delivery window. I had to chase up the order myself since there was no proactive communication. Delivery took much longer than the estimate on the site, with no real update along the way. Would only order again if things clearly improved.

I am absolutely appalled by how The North Face Europe handles returns and treats loyal customers. I returned an order worth approximately €660 using their official, free UPS return label. What followed can only be described as corporate fraud and absolute chaos.
For weeks, the customer service (specifically an agent named Clair) repeatedly lied to me in official emails, claiming that my package "was never received or registered in their warehouse system." They flatly refused my refund.
However, thanks to the chargeback investigation by my bank (Revolut), the truth came out. The North Face had actually received my package long ago, opened it, and provided pictures to the bank claiming that the box contained two hanging lamps instead of the shoes I ordered! They purposefully hid this fact from me for weeks, denying me any right to defend myself or investigate what happened during transit, while actively misinforming me that the box was missing.
To make matters worse:
1 Breach of their own Terms: According to Section 6 of their own Return Policy, they are strictly obligated to inform the customer via email if a return is incorrect. They completely failed this procedure. Furthermore, under Section 7, they explicitly state that the customer bears the risk of loss/damage ONLY if they choose their own courier. Since I used their official UPS label, The North Face is legally responsible for the package in transit.
2 Refusal to cooperate: UPS explicitly stated that only the merchant (The North Face Belgium, as the owner of the shipping account) can open an official investigation for mail tampering. The North Face completely ignored this and told me to fix it myself, which is legally impossible.
They even had the audacity to offer me a 30% discount code as a "resolution" for keeping around €660 of my money.
The moment I confronted them with the exact quotes from their own return section proving their liability and procedural failures, they went completely silent and stopped responding.
This matter has now been officially reported to the Police (criminal fraud/theft under Art. 286 K.K.) and escalated to the European Consumer Centre (ECC). The North Face is no longer a premium brand – it is a company that breaks its own terms, lies to customers, and hides evidence. Buy from them at your own risk, because if anything goes wrong in transit, they will keep your money and blame you.

I bought a North Face rucksack from a high end department store. After just six weeks, the foam padding developed a strong toxic smell, making it clear the product was faulty.

As I was closer to the main North Face store in London, I asked if they could help with a refund. I was told they couldn't because my purchase "wasn't on their system". It was still their product, sold by them to the department store, but because it had been bought through a third party they took no responsibility for an obvious manufacturing fault.

Very disappointing customer service. A brand should stand behind its products, regardless of which authorised retailer sold them.

Dear The North Face Customer Service,

I am writing to raise a complaint regarding a disappointing warranty experience at your Westfield London store.

I originally purchased a Trail Lite Speed 20L Backpack from your Westfield London store because I have always trusted The North Face for its quality and durability.

After a relatively short period of normal use, the carrying handle started to come apart. I returned to the same store, where the backpack was replaced under warranty.

Unfortunately, the replacement backpack developed exactly the same fault in exactly the same area. Experiencing the same manufacturing issue twice has left me with very little confidence in this model.

Today I returned to the Westfield London store once again. As the original model was no longer available, I was offered a Basin Backpack 18L as a replacement. Although I appreciate that the staff tried to offer an alternative, I later realised that this backpack has a lower retail value than the product I originally purchased.

When I asked what would happen regarding the price difference, I was told that nothing could be done. I explained that if I had chosen a more expensive backpack, I would almost certainly have been expected to pay the difference, so it did not seem fair that I should receive a lower-value product without any compensation.

I was then told that if I had requested a refund instead of an exchange, the outcome would have been different. I immediately asked whether I could return the replacement and receive a refund instead, but I was told that this was no longer possible. I found this explanation confusing and inconsistent.

I accepted the replacement at the time because my son was with me and I did not want to prolong the discussion in the store. However, after thinking about the situation, I genuinely feel disappointed with how the matter was handled.

This is not simply about the price difference. It is about receiving a fair resolution after experiencing the same product failure twice and feeling that, as a loyal customer, my concerns were not properly addressed.

I am not looking to take advantage of the situation or ask for anything unreasonable. I simply believe that an equivalent replacement, a refund of the difference in value, or a store credit would have been a fair outcome.

I would be grateful if you could review my case and let me know whether there is a more appropriate resolution.

Thank you for your time, and I look forward to hearing from you.

Kind regards,

I am extremely dissatisfied with the service I have received.

For over a week, I repeatedly contacted customer services for updates regarding my order and concerns, yet I was continually left chasing for information. I was assured on several occasions that my order was progressing and due to be shipped, only to then be informed that it had been cancelled because of an item shortage.

I was also promised a call from a manager, which never happened. Furthermore, I was advised that some of my previous requests had not been picked up properly, which only added to my frustration and lack of confidence in the service being provided.

Whilst I communicated with Habiba and Menna throughout this process, the overall handling of my case was unacceptable. I spent considerable time chasing updates, received assurances that were not followed through, and ultimately ended up with a cancelled order and no meaningful resolution and still seeing if I actually get my refund

This experience has been stressful, frustrating and far below the standard of customer service I would expect. Customers should not have to repeatedly chase for updates, be given assurances that are not honoured, and then be left disappointed at the last minute.

LASTED 6 MONTHS!! Ladies Hedgehog waterproof walking boots developed a hole on the natural crease as you walk, on both boots, then started to leak. I returned them then they sent them back saying 'no manufacturing fault found' Disgusting !! Will never buy from them again

Had an issue with a jacket - constant feathers coming out onto clothing and once washed (following their instructions), inner lining clumped in certain places making the jacket unusable.
Customer service awful and no interest in resolving the issue - decided based on photos it was my fault and wouldn't inspect the item.
Complete waste of money!

I placed an order for the Men's Hedgehog GORE-TEX Hiking Shoes (Order #NX106302) over two months ago. The parcel was sent to a post office collection point, but I was unable to collect it in time, so it should have been automatically returned to The North Face.
Almost two months have passed and I still have not received my refund. I contacted customer service via live chat and was connected with an agent who opened an "urgent" investigation with the courier and gave me a case number, but since then I have had no real update or resolution.
For a company of this size, I expected a much faster and more transparent process when it comes to refunds for undelivered/returned parcels. The lack of follow-up and accountability has been extremely disappointing.
I would not recommend buying directly from The North Face, as their customer support and order follow-up are simply not reliable. Still waiting for my money back after two months.

Northface is not the brand they were. Bought a northface item at Somerset & they would not return the item. Offered me 60% of the retail value -even though I had the original receipt & bag. The item feels cheaper quality of past northface items. Been a loyal customer with Northface ski pants, ski jackets, bike jackets, hiking shorts etc. Never been treated so poorly at a high end outdoor retailer before. I understand a No Return Policy at a low end retailer. Northface always stood for quality items & superior customer service. Northface must have been bought out by a Corporation that is bleeding the brand dry. My item was never worn, & had the original tag on. I tried to get a store credit, because I was going to buy a new North face ski jacket this winter. No resolution -just 60% of the receipt & I had to use the money same day. For pete's sake it is summer & they had no winter ski jackets in stock. The customer in front of me was having the same issue with no returns.

Nils at the Bluewater Shop was so awesome, myself and Husband had a lovely traditional good old fashion customer services experience today from him. Well done Nils we will be back!

Product, i.e. trainers were absolute garbage and material started to tear after only 6 months of very limited use, the Next Ruth Face will not do anything as no receipt available, who keeps receipts for such periods.
Fair to say they have no confidence in their shoddy products, hence they look for any excuse not even to look at the defective product. The North Face are an old and spent product, try looking at the newer and better products now available across the arena and North Face will be a distant product, especially on current performance….

I went into this store intending to shop for a shirt and was pleasantly surprised to find sales on sweaters and jackets. While browsing, I received a call from a Deaf friend and began communicating with him in American Sign Language. An employee named Aya approached me and asked whether I intended to make a purchase. I politely explained that I did and that I was simply finishing my conversation.

Despite that explanation, she repeatedly questioned me about whether I was going to buy something. She reminded me that the store closed at 9:00 p.m., and I responded that it was only about 8:25 p.m. and that I still had plenty of time to complete my purchase. Even after I explained that I was almost done with my conversation, she continued pressing the issue and suggested that I take my conversation elsewhere.

The interaction made me feel unwelcome, pressured, and uncomfortable enough that I decided not to make a purchase at all. I left the store and intend to raise my concerns with corporate because I do not believe customers should be repeatedly questioned after clearly stating that they intend to buy something.

I ordered a jacket that, according to its size, should be good for a child's height. I bought one size bigger because it's better to have a little too big than too small. When the jacket arrived, it turned out that it was too small. I exchanged it for two sizes larger because it was real that such a size should be good. Of course it came, but it was too big. When I wanted to exchange for a different size, I was informed after a conversation with a member that this was not possible because this was their refund policy. When I read this return policy, it turned out that there is nothing like this there when it comes to replacing the size. It only said that you could return up to 30 days from the moment of purchase, which was within the time. After another consultation with their member, I asked her to show me exactly the rules she is talking about, because there is no such thing there. She said she could only apologise to me that it wasn't there and ask the people who were doing it to update it. It's sad

In February I purchased a North Face Borealis pack. For my son's birthday I have one and he always wanted one.

Admittedly it was reasonably discounted during a sale.

Disappointingly the elastic cord frayed on first use.

The return of the item was hassle free but I received a notification quite soon after saying the item could not be repaired and as such it would be refunded.

I queried this as this item is still sold by North Face and got this answer...

"The North Face warranty team cannot always replace a product because replacements are only possible if the exact same item is still available is their own stock availability.

As the warranty team have their own separate stock allowances for replacing products."

So basically I interpret that as 'all of last year's sale items have sold out and we won't replace it with the this year's version".

Fair enough. But not the customer service experience I've come to expect from large organisations where I have received far better customer service and replacements no quibble.

I'll be looking at other brands to replace my son's backpack and will be discouraging him from buying this brand again.

My backpack is falling apart just after two years of wearing it. According to north face customer service it's the weight that I've been carrying around..

Un helpfull staff. And their famous 1996 retro jacket is waste of money as it releases fur and they refused to rake it back

tnf quality has gone downhill so bad. bought a puffer jacket last month and it feels incredibly thin, barely any filling inside and feathers are already leaking through the seams. worst part is i tried leaving a honest review on their official website but they rejected it lol. they only keep the 5 star reviews to scam people. definitely not the same durable brand it used to be. buyer beware.