Not resolved
Customer service
Exchange, Refund and Cancellation Policy

North Face has a saying that they are "customer centric".If you buy an item from them that doesn't fit, or is uncomfortable, or for just about ANY reason, you will have to pay to send it back for a refund (less the return shipping costs you pay).

They charge about $5 shipping to send the item and it cost me $13.60 to return it. I had purchased a hoodie through their online store at Amazon that was too large, but it fit my son who liked it, so I gave it to him and ordered another hoodie in a smaller size. I was happy with it. Then, I can across a "Stealth Byron Jacket" that I decided to purchase in the same size as the hoodie that fit me.

It didn't. When I requested a return authorization it was approved, but I had to pay for the return shipping and insurance. When I wrote customer service to question their return policy I received a very snarky, dismissive and sarcastic reply. Here's the exchange conducted through Amazon: Here is a copy of the e-mail that you sent to Gear North.

Please allow 2 business days for the seller to respond.   Order ID 111-3953926-2925818: 1 of The North Face Men's Stealth Byron Jacket (X-Large, Nautical Blue) [ASIN: B00EMTE2R2]   ------------- Begin message -------------   I wasn't sure which category to select for this message. The jacket isn't damaged or really "defective", unless the fact that it didn't fit me right is considered defective to my being able to use the product. My primary concern, before I write it in a review, is that I was required to pay the return shipping in order to return an item that doesn't fit correctly.

I wasn't given any other option when printing out the label. Shipping was $13.60 for flat rate priority so that it was insured and tracked. If this is your policy I will not order from you in the future and I'll make sure other potential customers are made aware of this potential issue. I have a hoodie that fits nicely and I love the quality.

I ordered this jacket in the same size.     ------------- End message ------------- Order ID 111-3953926-2925818: 1 of The North Face Men's Stealth Byron Jacket (X-Large, Nautical Blue) [ASIN: B00EMTE2R2]   ------------- Begin message -------------   Hi, I'm sorry you feel you should have free returns on this item. It is our policy that buyers pay for return shipping. This is a fairly standard practice in the retail industry.

We do not put that cost upfront into the price of an item as the majority of people do not return items. Thank you for understanding. Matt Gear North     == Did this solve your problem? .


.I would suggest that if a customer really wants to purchase North Face clothing that they consider buying from someone else that really values their customers and wants to ensure they are happy, like Zappos, or only purchase at a location where they can try on the item before buying.

Review about: North Face Stealth Byron Jacket.

Reason of review: Poor customer service.

I liked: Quality of product.

I didn't like: Return policy or customer service.

Had an Experience with North Face?

Write a review


Terms of Service
Post Comment

You May Also Like

North Face - Warranty North Face "Defect in footwear purchased for 01 (one) year at LOCAL: Just took off solo User for TrailRun and Tracks only the SALOMONs and SPORTS. FACE NORTH is exactly in..." Read more Rosewe - Dress Review from Clarksville, Tennessee Rosewe "Way off! Using for an army ball but this just looks too cheap for a formal ball! Too big and fitting sucks!! Waste of $40!!!!! ..." Read more Ivrose - Scam scam Ivrose "ordered 145.09 worth of merchandise of clothing from this company paid for expedited shipping and all. Customer service refused to give me tracking information which was odd lied said my..." Read more Modlily - Dress did not match photo on website Modlily "I ordered a dress that I thought was beautiful on the I received a dress from and it was hideous. It was made of poor quality and looked..." Read more Sears - NIGHTMARE Wedding Ring Set!! Sears "I have been having issues with a diamond wedding ring set I purchased 2 years ago and Sears has yet to rectify the situation. I initially purchased the set along..." Read more Don't use Tradesy. Tradesy "I purchased a piece of luggage from EEG Closet on Tradesy and boy was I fooled... The luggage description said that it was gently used and had two scuff marks...." Read more Usaa - Unbelievable Usaa "Recently I was involved in an accident where upon approaching a light another driver who was stopped behind a much larger vehicle pulled out at the last minute in front..." Read more Anderson Duff Attorney Lawyer Revision Legal Revision Legal "Anderson Duff stole trust fund money from my grandfather. He is a lying, dishonest charlatan. My grandfather is now dying because he isn't able to pay for surgery. A truly..." Read more