Review Time
Awful customer service. I bought a brand new jacket and the zipper fell off about 3 months later. I spoke with someone and submitted all of the necessary info and then nothing. No reply to my email with next steps and when I call customer service during normal business hours it says the office is closed. Will NOT be buying another north face product again!
I am beyond disappointed with The North Face. I purchased the "Back-to-Berkeley III Leather WP" boots, which leaked from the get go of use—despite being advertised as waterproof.
As AI-generated review summaries already confirm, my experience is clearly part of a systemic issue. The brand seems to have a pattern of subpar product quality and a customer service strategy based on refusal and ignorance.
Instead of honoring their legal obligation to repair or replace a faulty product (under the burden of proof rules in § 477 BGB), customer support hides behind internal policies. Despite having a credible witness for the purchase, my claim was rejected simply because I no longer have the paper receipt from a cash purchase.
For a brand that claims to be a leader in the outdoor industry, it is unacceptable to prioritize internal "policies" over national consumer protection laws and established case law (e.g., LG Essen, Case 4 O 415/04), which explicitly states that a receipt is NOT the only valid proof of purchase.
It is sad to see TNF letting loyal customers down just to avoid costs.
My case (case 21187456) has now been escalated to the Management of VF Germany and the Consumer Protection Agency.
If you value quality AND reliable service, look elsewhere.
This was most definitely my last purchase from this brand.
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!!!
I received a defective item. The waterproof shoes leaked. Customer service was lacking, with unhelpful staff. Due to the warranty policy, I had to pick up my replacement from the store, which was nearly impossible to confirm. Overall, a very unsatisfactory experience!
Another product that simply doesn't serve its purpose... I choose this brand for its style rather than functionality, as their items often struggle in tough weather. I recently bought a pair of supposedly waterproof boots, and on a moderately rainy day, they leaked! £130 is steep, and while I love the design, it's frustrating that the basics aren't done right... so disappointing once again, especially since my last pair was of similar poor quality; I might as well buy fakes from elsewhere...
I have not received my £700 order. The courier keeps updating the tracking to say they attempted delivery. I work from home and have a doorbell camera—no delivery has been attempted. After complaining and waiting three days for a response, I received generic emails claiming ‘a delivery has been attempted’ while ignoring what I've told them. I'm considering disputing the charge with my card company for a refund. I do not recommend.
I wanted to share a candid review of this brand. I've owned many of their products over the years and appreciated them. However, I received a recon backpack as a gift nearly two years ago, and just two weeks ago, the strap broke when I put it on. I reached out for repair or replacement, but they insisted I provide a receipt first. Even if I had bought it, finding a receipt after 22 months is tough, and since it was a gift, the giver can't locate it. So, this £120 bag is heading to the landfill. I'm extremely disappointed with their customer service and will not be purchasing from them again after spending so much on their items.
I have a digital gift card and was ready to buy two coats. The code is showing as invalid. This was a gift from two years ago, but it's valid until August 2026. I contacted the customer care team, and it was the most frustrating interaction I've ever had with an online retailer. They were unhelpful, and the tone of their responses left a bad impression. I have proof of purchase, the code, and the email for the transaction. Without an order number, they refused to assist. So, that’s £100 wasted. I was about to spend a good amount, but now I won't be buying from them again. I strongly advise others to steer clear as well. Absolutely shameful.
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From technical climbing gear to casual clothing, The North Face delivers high performance, quality and style. We are the the ultimate outdoor brand. Never Stop Exploring
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