Support, I am hoping for some support from your group. I live in Colorado and purchase...
GetHuman-jzboyan's customer service issue with The North Face from January 2019
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The issue in GetHuman-jzboyan's own words
Support, I am hoping for some support from your group. I live in Colorado and purchase lots of outdoor clothing for me and my * daughters. Over the years, Patagonia and North Face have been prevalent in our home. At the beginning of ****, I purchased a set of your ETIP women’s gloves from REI. I loved them but lost the left glove over many trips this year to NYC to care for my brother who has been very ill. I called North Face to purchase a replacement for the missing left glove. I was curtly told “NO.” I wasn’t asking for a gift, but to purchase a single glove. No assistance or support was provided or offered. **BC I liked your ETIP glove so much, I purchased another entire pair-again at REI this fall. In November, on a return from another harried trip to NY, I was delayed at LaGuardia airport for * hours and unfortunately lost another glove-another left. **When visiting REI yesterday to look at the gloves again I spoke with REI personnel as the XSmalls were sold out. I told them the story. REI encouraged me to contact TNF again, which I did this am. I spoke with Cara (SP?) and then LISA. Both told me firmly they were not able to replace my missing glove. I was not asking to replace a glove for free. Instead I asked to purchase yet a third set of gloves. I asked to purchase * left gloves at full price. I explained the situation to both women. NO GO, and no customer service. I also explained how disappointed I was as our experience over the past ** years with Patagonia staff has been THE EXACT OPPOSITE. Patagonia staff at the local level in Colorado and home office has always been willing to try to help us—their paying customers-sending clothing for repair, replacing clothing at no or substantially reduced costs and communicating effectively and emphatically with us-- their customers. The experiences with North Face “Customer Service” could use, in my humble opinion, some substantial upgrading. Refusing to SELL a customer replacements to an expensive glove set seems unacceptable to this customer who remains very disappointed, not with your product but your personnel and attitude. Patagonia does not have a product equal to your gloves, but the “customer service” from TNF leads me to believe you do not value your customers and I should do business with those who do.
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