North Face Customer Service

User Reviews, Ratings and Comments



North Face customer service is ranked #462 out of the 947 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.80 out of a possible 200 based upon 80 ratings. This score rates North Face customer service and customer support as Disappointing.

NEGATIVE Comments

76 Negative Comments out of 80 Total Comments is 95.00%.

POSITIVE Comments

4 Positive Comments out of 80 Total Comments is 5.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • North Face

    Customer Service Scoreboard

    • 32.80 Overall Rating
      (out of 200 possible)
    • 76 negative comments (95.00%)
    • 4 positive comments (5.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.8 Issue Resolution
    • 3.1 Reachability
    • 2.0 Cancellation
    • 3.6 Friendliness
    • 3.4 Product Knowledge

Add your review!

Posted by Suebee


I bought a Thermoball jacket from a Blacks retail shop, which clearly states on the swing ticket that it is equivalent in warmth to a down jacket. I wore the jacket on holiday in south Italy in November. The temperature was never below 14degrees Celsius. It did not keep me warm. I swopped a with friends down jacket and was amazed at how warm hers was, she was amazed at how cool the thermoball jacket was.
Since the jacket does not do what The North Face claim it does, and it's not cheap, I returned to Blacks and they couldn't give me a refund. I rang The North Face and was told to return the Jacket to another retail shop called Two Seasons. This shop does not stock The North Face jackets. Two Seasons said this had happened before and they couldn't help me. Looking through The North Face customer service ( ha!) website I cannot find a returns policy that does not relate to online purchasing. I am now left with a jacket I don't want and £150 poorer. Shame on you North Face! Get this sorted.

Posted by Anonymous


this return process is the worst, be sure you like it, or it fits, cause the process to return it is very long. wont order from here again.

Posted by D


Extremely poor experience. Jacket of a low standard and faulty. Warranty process takes so long and you have to constantly chase. Also, have to wait weeks (over 6) for a conclusion. They are quite good at apologising but terrible at resolutions.

Posted by Anonymous


Make sure when you order from North Face you know your correct size. Returning an item is a nightmare. The customer service do not come off very professional at all and they tell you what you want to hear. Good luck.

Posted by lifeIsYourRight


Im Pissed. I bought Jackets, bookbags, etc Wednesday Nov 23 2016 and my 74 yr old moms jacket the zipper was not going up. She lives 1 hr 20 min from store. Because I paid she was adamant about getting new one and resolving. She drove gets to Towson mall. They don't have it so she hands receipt and wants refund. Because of age they say you can't return only if you have your sons credit card.They actually sent her away saying their system can't return money. NOW I ALSO LIVE 1 HR 10 FROM North Face store. So she has 3 hrs plus gas etc and now I have to spend 2hrs plus and gas to return jacket.This is a joke and no where does it say must have receipt and card. I reached out to North Face if I don't get resolution I will make it my job to lure people away and show them their are much better, and customer friendly Outdoor manufacturers. KUHL is one that exceeded my expectations and bent over backwards to keep us buying and we do just that.I will post what resolution they offer and let everyone know if they care about customers. My mom is older, has cancer, doesn't feel great, and struggles in today's world of technology, so last thing she needs is a bunch of BS from what's supposed to be a high end outdoor enthusiasts company.
Till then. Buyer beware that ya might get stuck with crap if u buy

Posted by Neek


I have 3 girl's that needed winter coats they all receive northface coats each one of my girls have different taste am I to ask the gift giver for a receipt how do i go about getting a change with out a receipt

Posted by Fraze_CDN


My experience with North Face has been abysmal. They have lost me as both a customer and an advocate. I will be sharing my terrible experience with North Face to everyone I can and I will never recommend North Face to anyone. I would recommend WalMart before ever recommending North Face. I purchased a pair of boots over $200 and in only THREE days of normal wear the toe started to come apart. They wanted me to SHIP THEM to them at MY expense to have them replaced?!! Their customer support is awful and so is their product. STAY AWAY from North Face at all cost.

Posted by sun


On 4th Sep 2016, myself and my friends visited the North Face store located in the outlet mall in Gilroy California. Myself and my Korean friends purchased numerous products and asked for a military discount combined with the store discount. The store clerk was willing to combined the military and the store discount, however the store manager did not agree to combined the discount. My Korean friend asked the store manager why the store policy has changed all of a sudden. The store manager told her that there is no such thing as a combined discount and if that had happened, it was definitely a mistake by the clerk. Previously myself and my many friends who had been to the store got a combined discount.
Tasha (The Store Manager) was unwilling to adapt her tone with my Korean friend. She demonstrated frustrated manner when my friend asked a question about the combined discount. If there is a store policy, I would agree, however she didn't tell my Korean friend no in a tactful manner when the customer's expectation could not be met.
The Store Manager's position is critical to be image of a Company.
The Store manger need to work on her customer service skills because she didn't need to be rude to explained the store policy to my friend. She needs to treat people who speak english as a second language same as she would treat others.

Posted by Anonymous


I am facing a bad problem with such a prestigious and good brand, Never thought I would be going through this much hassle..

I ordered something and returned it to Paramus, NJ -NorthFace store and got a gift card of value $249- a Physical gift card.

10 days back I thought of using it and found the Balance is now $0. Called Customer Care and they told me you need to talk to store and they cannot do anything.

They gave me details like-
It was issued on May7th and whole amount is used on June12 BUT IN CALIFORNIA and I am living in NJ, never went to California, the gift card is physical and it is with me right now, never stolen, so how would the gift card is showing $0 now??

So I can only assume the system generated 2 gift cards of same number or the Gift cards are getting hacked or may be some other reason, that Northface can tell me ??

The PARAMUS,NJ Store is not cooperative at all, spoke to manager, he is saying he cannot do anything and I should file a police complaint which I would be doing but I asked him who is responsible and who is representing NorthFace, Why cannot you check internally with California store and open up store cameras to see what happened on June 12 at that time and who used the physical gift card. They must have footage with them, But no response from them..

Only thing the store manager is repeating to file a police complaint and it is then between ME and police.. and not with NorthFace, So does he meant will not get my $249 ?? or How long I need to wait for my money ??

Now AS A BRAND -NORTHFACE - Please let me know who is responsible here ??? from where I will get my MONEY back..

GUYS I am not sure I am alone facing this problem, if something is going with you or happened with you in PAST, we can connect and take this further.

Thanks

Posted by Anonymous


I am facing a bad problem with such a prestigious and good brand, Never thought I would be going through this much hassle..

I ordered something and returned it to Paramus, NJ -NorthFace store and got a gift card of value $249- a Physical gift card.

10 days back I thought of using it and found the Balance is now $0. Called Customer Care and they told me you need to talk to store and they cannot do anything.

They gave me details like-
It was issued on May7th and whole amount is used on June12 BUT IN CALIFORNIA and I am living in NJ, never went to California, the gift card is physical and it is with me right now, never stolen, so how would the gift card is showing $0 now??

So I can only assume the system generated 2 gift cards of same number or the Gift cards are getting hacked or may be some other reason, that Northface can tell me ??

The PARAMUS,NJ Store is not cooperative at all, spoke to manager, he is saying he cannot do anything and I should file a police complaint which I would be doing but I asked him who is responsible and who is representing NorthFace, Why cannot you check internally with California store and open up store cameras to see what happened on June 12 at that time and who used the physical gift card. They must have footage with them, But no response from them..

Only thing the store manager is repeating to file a police complaint and it is then between ME and police.. and not with NorthFace, So does he meant will not get my $249 ?? or How long I need to wait for my money ??

Now AS A BRAND -NORTHFACE - Please let me know who is responsible here ??? from where I will get my MONEY back..

GUYS I am not sure I am alone facing this problem, if something is going with you or happened with you in PAST, we can connect and take this further.

Thanks

Posted by victoria


I wish I had read what other people wrote here before the purchase. Now I struggle to return the jacket, the order number is not recognized by the system and we don't have a working printer to print their labels.
I am very frustrated, don't think I shall buy from them again

Posted by Lizard


My experience in the past ok. But if u do what they advertise tords. Live a free live an travel. There warranty isn't a good thing at all if u need them there not there. I'm on a backpacking trip one of my two pair of pants faild my North Face ones. I thought how perfect timing I'm in Bosie there's a store here.they wanted me to wait 1-2 months for my pants. Or I could take $44 in credit. What's that two pair of socks. Besides there stuff has been getting cheaper made not priced.will never buy from them again.

Posted by Anonymous


I bought North Face jacket $350.99 after discount (Nov 29, 2014) from 2460 Winston Churchill Sport Chek shop.I was told this has 5 years warranty.

I noticed fabric was ripped near hood zip. I went to the shop with receipt expecting they will take it and get it fixed. But they told me to contact North Face Customer Service directly.

So I came home, checked North Face web site and found it is quite expensive to ship it to them. Check their return policy.
Beware of this. I do not think this is good return policy and lot of hassle for consumer.

Posted by Anonymous


Trying to refund a boot that was bought for a trekking. The front of the boot(made of thick rubber) opened from side to side when I used it in a shopping mall a few days prior to the trekking trying to soften it a bit in preparation for the long trekking. The boot was never used for the purpose intended and is still brand new. Managed to talk to the customer services through the chat available in the website. The chat operator seemed to be in such a rush to finish the chat that he just ended the conversation without giving me any solution and even advised me to go to Columbia. O_o
I guess I will just follow his advice.

Posted by RUS


Hiking boots had soles coming off after light use. I used the company website email and never heard a thing from them. I believe it was on their website where is said, lifetime warranty, but let's get real, not really lifetime! Then why say it? Boots have a shorter warranty I believe, one year, or less. I won't be buying top dollar North Face again.

Posted by Anonymous


I 'm emailing in regards to a couple of claims . I called the warranty department at 800.501.3054 and spoke to Maria a few times already. Maria promised to call me on Thursday, December 10 and never called me back in regards to claim for a Super natural jacket. I called in and spoke to a Sara and she said she is busy and cannot take my call and will try calling me back, but never called me .



I received a call from Maria the next day where she informed me that the jacket was either lost or somewhere in the store and they could not find it and will call me after she finds out in the next 24 hours and she failed to return my call. This was a jacket which my wife gifted me and now due to your negligence and carelessness it has been lost. In addition to this your warranty department has horrendous customer service. Maria was being untruthful not only with the status of the jacket but also about when she'd call me which she failed to do so. I'm copying this email to a few newspapers as well to show them your approach towards customers and the nonchalant behaviour of the employee.



Maria insisted that I take the $ 530 for a replacement, which I declined to do so since this was a jacket which was a gift at the time I was sick and would not go for any other. I am hoping this email can correct all the wrong that has been done so far and not aggravate the situation any further.

Posted by Anonymous


terrible customer service. I was emailed VIP points which gave me a card # and pin for a credit of $7.74. I tried to use it, but the screen said it was invalid. I chatted with customer service, who told me to refresh my screen. I told her I already did. She then told me sometimes the can't be used until December 1st. i told her the email said I could use it then, and even had a link to sue it then, and I copied the wording from the email. She told me to call customer service. I asked her "is this not customer service?" She then re-iterated for me to call the 800#. No help at all, I assume since it's around Christmas, she was seasonal help, which is actually no help at all.

Posted by mad


One of the worst customer service experiences I've had in about 55 years of outdoor recreation. I have a NF Base Camp Duffle bag on which I depend daily. I travel for a living and use that bag every single day. Climbs, rafting, sailing, motorcycling...you name it, that bag goes along. It's about 3 years old. During the past summer I phoned Warranty and was told the wait time was 6-8 weeks. Couldn't let it go that long. In November, I'm passing thru San Leandro where the warranty address is located at 14450 Doolittle Drive. I phoned on a Thursday and explained the situation. The pleasant, cooperative woman told me to call so someone could meet me. She explained they don't normally do drop-off's but would try to help. I changed every plan (was in Desolation Wilderness) to get there Monday. When I called again, Amy refused to honor the word given previously. I will never again buy any NF product.

Posted by FC


I bought a pair of winter boots and within 2 months of light use, the heel started to fall apart. When I contacted via email the customer service, they took about two weeks to respond (despite that it states in their website that it only takes up to 2 working days for a reply). They were not helpful at all. They just asked me to call instead. When I did I never got anyone on the phone. Left a few messages. Nothing, no reply, nothing. I emailed a few more times and it's been months now. MONTHS! and NO ONE has ever gotten back to me. It is the WORST CUSTOMER SERVICE! not to mention poor quality in their products.

Posted by Gill


I bought a gore-tex Summit Series jacket from a high Street retailer. It is of very poor quality despite costing £170 in the sale. It is totally useless now and will have to be binned due to serious delamination around pockets and vent zip, causing a huge hole in the side. The retailer was helpful but The North Face won't take it back now as it is a couple of months since warranty expired! They have no concept of goodwill or customer care and I certainly won't buy their brand again. Very disappointing.

Posted by [email protected]


I bought a pair of north face gloves to go with my jacket. These items were bought at Sports Authority in West Long Brsnch, NJ 07774. Love my gloves great with my iPhone easy to drive in kept my hands warm however after paying in snow the gloves were no longer able to used with my phone. No problem like my gloves until in less than 4 months they have hole.
When I buy an item except electronics if it fits I destroy my receipts like most people do the gloves were not the quality I expected & your return policy is horrible.

Posted by Buy something else than TNF


Takes Too Long And Unprofessional(inconsistant Answers)

Posted by Anonymous


Brand new 1/4 zip Microfleece velour popped a hole after 2 washes. I sent it in for repair and the repair quality was POOR. I have 10 of these shirts and 5 North Face jackets. I am only going to buy Columbia now, their products hold up better and cost a lot less.

Posted by Frustrated


My white 0-3 month fleece snowsuit - one of the snaps broke - I just wanted a
Replacement snap. They want me to send the whole thing to them just for a snap.
This is ridiculous - 4-6 week wait to get it back. We will have outgrown it by then.
Tried to call the 888-863-1968 - no one was there no operator this was at 2:20 pm
Someone should be there and couldn't leave a message. POOR CUSTOMER
SERVICE. Not customer friendly. I have 4 of these infant fleece snowsuits in diff
Sizes. Not happy - cant even send me 1 white matching snap for me to fix it.

Posted by aaa


Terrible experience. I purchased a North Face winter jacket and within the 12 month warranty period the pockey zipper broke. I returned the jacket to the place of purchase who agreed the jacket should be repaired by North Face. Jacket shipped out. Upon return, I could not believe the poor repair of the zipper. The store agreed the repair was below standard. I requested the jacket to be returned to North Face for a proper repair of the zipper. I was contacted by the store who informed me North Face was now refusing to do the repair and accused me of tampering with the zipper! Crazy- they did a terrible job fixing it the first time and then refused to fix their brutal repair! I had the store manager contact the North Face rep who also refused to do anything sticking to North Face's claim I tampered with the zipper. Not only am I upset, I'm also insulted. Last item I purchase from them.

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Posted by Sweetdofmd


I would just like to say I really appreciate the customer service I received at The North face return. They went over and beyond and repair my jacket. I would truly recommend they to anyone.

Thanks again NFR.

Debra Whitaker

Posted by Result


I LOVED MY SPECTRUM 23 TENT. At the time in my life it was my biggest expenditure and I loved the sense of freedom and security its lightweight shelter gave me. 7 years later however, the seams tape had eroded to the extent that the tent leaked. Not ideal. I rang Northface customer service and was called back at my request by a very nice lady there. I was advised to take the tent to my local NorthFace store (though I had bought the tent in Blacks, I no longer had the reciept). The Store accepted my tent and gave me a reciept, promising a response within 4 weeks. In two weeks I had a call to say that I was to be given a replacement. A few days later I went to the shop hugging my new Spectrum 23. Thanks Northface!

Posted by pizzaeater


The zipper on my Aelutian Sleeping Bag broke 3years after I bought it. I dropped it off at the local Northface store in downtown Seattle, they shipped it to their warranty department, and I got it back good as new within 2 weeks. Could not have been easier, and it was free with zero hassle.

Posted by Dag E. Josang


I returned one of my two VE-25 4-season tents for a defective bug screen zipper; and the rather "experienced" rain fly from my other VE-25, which ripped during a recent set-up. The tent pieces were evaluated by TNF Warranty staff; the zipper was a warranty repair witout question. The fly, however, was initially deemed to have failed due to age and UV damage, conditions not necessarily covered by warranty. I had a phone conversation with TNF representative "Shanti", who initially offered to replace the fly for half price, $100 instead of MSRP of $200. I then patiently and politely appealed to him that I bought TNF gear because of the high quality and performance of their products, and the TNF company reputation, despite the high price-per-item exceeding $500, and could have bought a number of tents at a significantly lesser price. Shanti relayed my "appeal" to someone with a bit more authority than he had; he returned to the phone a few minutes later and informed me TNF would replace the fly at no charge to me, which they did not have to do! I received the repaired tent and replacement fly in less than 2 weeks after this phone call.

I am a consumer who places great value in service after-the-sale; I am now a loyal and life-long customer of The North Face, and enthusiastically use this venue to sing the unsolicited praises of The North Face Customer Service/Warranty department! Whoo-Hoo! Great job, TNF! Thank You!!!

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