The North Face Customer Service Issues

Three weeks ago, I spoke to an individual named Eric at North Face. I reside in the White Mountains of Arizona, where heavy snowfall occurs in winter. Living on Social Security Disability, my budget is limited. Despite reaching out to local thrift stores, I was unable to find snow boots within my budget. Eric from North Face kindly offered to send me boots at no charge after learning about my situation. However, the boots have not arrived, and I have been unable to reach anyone at North Face for assistance. Although Eric's gesture was incredibly kind, I am still in need of the boots. I recall a public relations contact named Jessica Hollister who mentioned she could assist me. Unfortunately, North Face staff today could not locate Eric, and I have left messages for Ms. Hollister with no response. Can you please direct me to the appropriate department that can help fulfill Eric's offer of sending me snow boots? I appreciate your attention to this matter and hope for a resolution soon. Thank you. Sincerely, M.D.

I am seeking support from your team. I reside in Colorado and regularly buy outdoor clothing for myself and my three daughters. Over the years, we have commonly used Patagonia and North Face products at home. At the start of [redacted], I purchased a pair of your ETIP women's gloves from REI, which I adored. Unfortunately, I lost the left glove during many trips to NYC to care for my sick brother. When I contacted North Face to buy a replacement left glove, I was abruptly denied assistance. Despite not asking for a freebie, I was met with a lack of support. Due to my high regard for your ETIP gloves, I bought another pair from REI this autumn. Regrettably, on a return trip from NY in November, I lost another left glove while stranded at LaGuardia airport for 8 hours. When I visited REI recently and shared my story as they were out of XSmalls, they advised me to contact TNF once more, which I did this morning. Even after explaining my situation and offering to purchase two left gloves at full price, I was met with a firm refusal from both personnel members, Cara and LISA. I expressed my disappointment regarding the contrasting experiences with Patagonia staff, who have always gone above and beyond for us. Although Patagonia lacks an equivalent product to your gloves, the service from TNF seems lacking in my opinion. The refusal to sell replacement gloves to a loyal customer like me is disheartening. It seems like TNF needs to significantly improve its customer service approach.

I purchased 32 [redacted] jackets multiple times on The North Face website to send to my factory employees but encountered unsuccessful transactions. The issue stemmed from my non-Canadian credit card. Despite successful previous transactions on another computer, this time, the purchases didn't go through, leading to a loss of over $7,[redacted]. The credit card ending in [redacted] was charged for multiple failed attempts totaling 32 jackets. I am unable to locate any order confirmation on the website. I am requesting a resolution such as a refund for the failed purchases or the creation of an order for the specific 32 jackets needed, in sizes M, S, and L as follows: 24 M, 6 S, and 2 L. Your assistance in resolving this matter promptly would be highly appreciated.

Dear North Face, I'm Britta Barnes, a high school sophomore from San Clemente, California, USA. I've been passionate about hiking since I was young, exploring national parks with my family. At 10, I began tackling the 6 pack peaks in Southern California and at 12, inspired by "No Summit Out of Sight," I set a goal to summit the highest point in every state. My family and I have already conquered peaks in California, Arizona, Nevada, New York, and Colorado. In the future, I aspire to hike the PCT trail and the Appalachian Trail. Pursuing these ambitions can be costly, so I'm reaching out to see if I could receive gear sponsorship. Hiking is my true passion, and I hope to continue exploring nature for years to come. Thank you for considering my request!

I bought a North Face jacket at Gunwharf Quays last year, and after washing it per the delicate wash instructions without tumble drying, the down has clumped together. Returning to the store, I was advised I should have used a down wash and tumble dried with tumble dry balls, despite no mention of this on the jacket's washing instructions. I have since purchased the down wash from the store and inquired about returning the jacket if it doesn't improve, only to be told it's my own fault for washing it incorrectly. Now, I am unsure what to do with the other jackets we purchased or my own. The staff at Gunwharf were not helpful, so I am reaching out to you for further assistance.

My name is Aylin Tepe, and I purchased a black hooded North Face jacket from a store in Ankara, Turkey. Unfortunately, the writing on the front has begun peeling off, and now only two letters remain. I contacted the store's management via email, but they informed me they are unable to assist. I am interested in having the brand reprinted on the front of the jacket. Despite my willingness to cover the costs, the store reiterated their inability to help. I am not seeking a replacement, simply a reprinted logo. I would greatly appreciate any guidance or assistance you could provide. Thank you in advance for your help. Kind regards, Aylin Tepe.

I recently sent my classic Borealis bookbag for repair, but I received a Borealis non-classic backpack instead. I am disappointed because it's not the same product I sent for repair. Yesterday, the agent mentioned that I could exchange it for the classic Borealis backpack once I inform the warranty company for the free shipment label. What should I do next?

Hello - I recently attempted to place an order securely online, but encountered an issue when trying to make a payment. After clicking "Make Payment" four times using two different credit cards, I received a message stating "We are unable to process your payment, please review your details below and resubmit your order." I find it frustrating to have to repeatedly resubmit my order online. Despite my efforts, the payment did not go through. I am concerned about getting charged multiple times for the Women’s [redacted] Glacier Fleece Jacket priced at £60 that still appears in my basket. Could you please assist me with resolving this matter promptly? Thank you, Jia

I had a frustrating time trying to buy two items. Despite having an XPLR account, I couldn't log in and had no success resetting my password. I had to create a new account but experienced email issues due to my existing one. After switching devices, I could finally log in, but encountered https errors. Changing the shipping details caused more trouble, leading to an unwanted $17 shipping charge. When seeking help via live chat, I was informed that orders couldn't be altered, which contradicted the website's cancellation policy. Additionally, the support email address provided proved to be nonfunctional ([redacted]).

I am disappointed in the poor quality and high prices of North Face products. I have had multiple issues with badly made garments, and when I raised a concern to the manager, I was met with ignorance. The garment in question had visible faults like over sewing and hanging cotton on both legs. This reflects poorly on North Face's brand reputation, and it's frustrating to experience such low quality, especially after a previous complaint. These items feel like they could be counterfeit due to the lack of quality control.