The North Face Reviews 2,109

Terrible. Faulty item and terrible customer service

I’m extremely disappointed with my experience ordering from The North Face. I purchased expensive items, but they were never delivered to the correct address. It’s now been over four weeks, and every time I reach out, I’m told there’s an ongoing "investigation." Meanwhile, I’m left without my products and without a refund.

This is hands down the worst customer support I’ve ever experienced. The lack of accountability and transparency is shocking—especially from a global brand like The North Face. It’s unacceptable.

I’m very unhappy and deeply regret ordering from them. Avoid at all costs.

I spent $72.53 on your skeena sandals. Both of them fell apart almost immediately. How do both fall apart within an hour of each other. So much money spent on your stupid sandals just so they could fall apart. I will never buy another product from you ever again.

Do not believe in North Face's pitch on their FUTURELIGHT™ technology. Spent more than £200 on their Women's Summit Superior FUTURELIGHT™ Jacket, and the internal lining material started flaking off within two years. Unfortunately, I didn't know where the white flakes were coming from every time I wore this jacket until one day, it rained and I was soaked through. When I contacted their customer service, it was as unhelpful as a lot of other reviewers pointed out, since I didn't keep the receipt, and they said a bank statement from the store cannot be used as proof of purchase. I should ask initiate a warranty claim with the store instead. After further back and forth, their customer service team eventually passed me onto their warranty team, and they were even worse; they did everything they could to throw out any potential claim case. I explained to them that whether I'd be considered for a warranty claim or not, they should at least take in the jacket for an inspection (for their own learning) because I expected them to be interested in finding out how the material is faulty/defective and failing within their warranty period of two years (probably knowing full well that their jackets don't last more than two years). They had no interest and shut down any further correspondence. Will never buy anything from the North Face ever again and would not recommend them to anyone either. Such a shame for once reputable brand.

Horrible and disappointing
I order a $760 snow suit, I accidentally entered a non existing address as the shipping address (my fault I know) but I called the north face before it was shipped to switch the address. They told me not a problem that they would correct the address and notify FedEx (the shipper). I never received my package and FedEx delivered it to an address I have no knowledge of or didn’t authorize. To top it off someone I have no idea who they are signed for my package. The only advice the north face gave me was to call my financial institution to dispute the charge, meanwhile the north face and FedEx are the ones who misplaced my package. I am so upset and will never order or purchase from the north face again. I am out of a lot of money due to this and no one wants to seem to help me.

If I could give 0 stars I will. Bought 2 (very expensive) jackets for my children and the very first month, a hole appears in both jackets, same area. Certainly a fabric defects. I sent them back to the customer service and of course it was not covered by their warranty. Will never buy again from Northface, very poor quality, the fabric should be very resistant for children especially given the price. And they should have at least repaired the jackets. Asda quality is 100% better.

I have a North Face long downfilled jacket. It's actually the second coat I've gotten under the lifetime warranty. The material on the first coat was much better than the second coat. This second coat not only is faded quite a bit, it also frayed along the pockets and the sleeves. I've been trying to return this coat and get a new one for quite some time now. As per request I've taken pictures of the faded areas, the freyed areas and all the labels. Still, apparently there's a specific label I haven't sent a picture of. Either it's the one tag that has faded completely or I font have a clue where it is. I've just let them know this and informed them that I'm going to do a review. I'm not sure what else to do. Just take this coat to a seamstress to dye snd fix, I guess. Definately not pleased with North Face!!

Purchased a pair of NorthFace mens trail shoes with gore-tex over a year ago. I did not use them for a long time, but then recently used them for casual wear only. The soles are in excellent condition, however, the seams are separating on the uppers where the fabric meets the rubber. I called North Face customer service and they transferred me to the warranty department. Since the shoes are out of warranty, they said that they could not help me in any way. I commented that it seems that North Face apparently has no interest in quality. Still no offer to help. I will never recommend or purchase North Face products.

Customer service informed me that my refund was processed and the funds will be in my account within 10 working days, due to a glitch in their system, resulting in my order being cancelled. The transaction was made on 15th February 2025. I am still waiting for my refund. I expected more from a huge company. Avoid at all costs!

I would not use the North Face again - returned a coat on 14 Feb and still waiting on a refund after over a month. No notifications - awful customer service (mostly useless chat bots) not what you would expect from a high end brand.

Horrible quality sweater, pilling after one wash, crew neck become loose and deformed

How is this company still in business?

I purchased a pair of North Face snow boots expecting quality, durability, and reliability. What I got instead were rubber soles that began to degrade and crack after a handful of snow days.

When I reached out to North Face for support, I was met with dismissive responses, a refusal to acknowledge the issue, and a frustrating back-and-forth process that led nowhere.

After minimal research, I discovered numerous reports from customers in both the UK and the US experiencing the exact same issue. The problem appears to be caused by hydrolysis in PU midsoles, a well-known material failure in the footwear industry. While this may not be classified as a manufacturing defect, it points to a poor material choice and makes the boots not fit for purpose.

Yet, when presented with these facts, The North Face claimed to have never heard of the issue, a response that is highly unlikely and borderline insulting given how widespread the problem is and The North Face seems unwilling to engage when presented with clear, undeniable facts.

What’s even more absurd? The rubber soles literally break down as a byproduct of not being worn enough. So, if you only wear your boots on the occasional snow days, they could start decomposing on their own in the wardrobe, without even touching the ground. You’d expect this maybe from buying unbranded products, but not from a premium-priced outdoor brand that is supposed to specialise in products for extreme outdoor conditions.

I invested my hard-earned money in a product I believed would last, one that would endure the elements and deliver consistent performance over the years. Unfortunately, North Face has failed to meet that promise. There are brands out there that take outdoor gear seriously, companies that honour their customers and stand behind their products when issues arise. North Face, however, is not one of them.

What's more frustrating is how North Face hides behind their 2-year warranty, refusing to acknowledge the problem even when it’s clear that the issue stems from a poor material choice. It doesn’t matter whether it’s categorised as a manufacturing defect or not—hydrolysis in PU midsoles is a known issue in the industry, and the fact that they don’t take responsibility for it shows a lack of accountability.

Beyond the product failure, their customer service experience has been frustrating and unhelpful. Instead of offering transparency and support, I was left navigating weeks of frustrating back-and-forth for answers that should have been readily available. Had they been honest from the beginning, I may have considered a goodwill gesture and moved on, but the lack of accountability has completely shattered my trust in this brand and now I'm feeling compelled to write this review so other don't waste their money on a company that really doesn't care.

In summary, The North Face may charge premium prices, but the quality doesn’t match the cost. If you're looking for snow boots that will truly stand the test of time, skip The North Face and invest your money in another brand that delivers on durability while respecting its customers. The North Face is high on price, low on quality, I suggest you avoid them if you want reliable gear that actually lasts.

Purchased a small base camp washbag for my son last year, straight out of the packaging the velcro holding the mirror in place has pulled a strip from the mirror. Item returned for inspection, photos, multiple contact chasing and told warranty doesnt cover the defect, despite it being from manufacture prior to use. 5 months later still North Face still playing hard ball. Surprisingly poor service!!!

Received an item with hair in the hat already. When asked for a exchange, they explained, I need to refund and then buy a new item.

Returned a order. After a week i asked about my refund they said we recieved your parcel wait up to 10 days for refund.
After 10days were over i messaged again an asked for my refund. An well well we have not recieved your return in our warehouse. Worst company i ever orderd from BE AWARE DO NOT BUY AVOID

Wow. I came here expecting to be a fairly lone negative review but I can see that is far from the reality.

I purchased a pair of walking boots online which arrived very promptly. Unfortunately as soon as I put my foot in them I discovered an egg like bulge in one of the soles. Naturally I immediately requested a return and packaged the boots back up. The first hurdle was the returns process which required travelling to a Yodel drop off, Royal Mail is not an option.

I then went away on holiday, having to take the much more expensive Merrell walking boots I had also ordered and was hoping to return in favour of the North Face ones. Anyway...

1-2 weeks later, having not received a refund, I checked via the online assistant that my return had been received and was relieved to see it had. A week or so on I logged in again, return received but still no refund, so I contacted customer services via the website. To cut a long story short, after several emails and two phone calls I was told that they would not be issuing a refund, their decision was final and I had to take the matter up with my bank. I explained to the last representative on the phone that I could see the return had arrived and that this made no sense. He informed me that there was probably an issue during the checking in of the parcel back at TNF, and they would not refund and that was their final say on the matter but they could offer no clarification as to what the actual problem was, whether there was potentially a human or system error their end, whether the package had been damaged during transit etc etc. Basically: it's tough, my hand's are tied, we don't know what the actual problem is but we're not giving you your money back.

This is highly frustrating as from the moment the parcel is handed over to the courier I have no control whatsoever over the process yet am at their whim as to whether they handle the return properly. It is further galling that this was a faulty product to begin with which I had to make a special trip to return.

I strongly advise you not to order direct from The North Face, if you really want one of their products go via Amazon or any other supplier (Snow+Rock are very good in my experience). I however would not under any circumstances shop with this brand again and it leaves a very bitter taste to see their products in our household, the sooner the kids grow out of them the better.

Appalling. Sent a new £410 jacket for repair, heard nothing for weeks despite endless chasing and finally got a reply stating they had “lost” the jacket. This was December and it’s now March and I am yet to receive a refund. I think I’m 17 emails to them when I last checked. As someone who was a manager in customer services, I’d be sick if any of my staff or colleagues operated the way North Face do. Probably the worst company I have had the misfortune of dealing with.

Having to wait 2 weeks as standard for a refund on expensive products when it should take one day is criminal

Don't buy anything - you might just lose your money! It's unbelievable how such a well-known company doesn't know how to run an online store and serve people.
***
Älä osta mitään - saatat menettää vain rahat!
Käsittämätöntä miten näin tunnettu yritys ei osaa pyörittää verkkokauppaa ja palvella ihmisiä.

Placed an order but could not received any email as confirmation, I have to contacted the customer service and was told because I did not register with them, so the customer not receiving the confirmation I said that they should send customer the confirmation email weather or not they register with Northern Face, all customers have the option to not to.

It is so annoyed that I have spent time to check the order, and such a shopping experience from them. So disappointed! I wish I could read the Trustpilot before buying from them.