The North Face

I bought a winter parka last year from North Face, and within the year, a rip developed in the lining. When I was at the mall one day in September, I asked whether or not it could be fixed, and the sales associate there told me that I could bring it in and they would either fix it or provide a new jacket. I was impressed, and brought my jacket in on October 2nd, 2017. They told me the jacket could be fixed, but may not be covered under warranty, and that they had to ship it off to have it fixed, a process that would take between 2-6 weeks. I was okay with that, and asked them to ship it. I was not given a reference number/ case number, but was told to call the warranty office in order to receive one. When I called warranty, they had not received my coat/ didn't have a reference number for me. They did reassure me that, because of the timing that I dropped the coat off, they would be able to finish it closer to the 2 week mark than to the 6 weeks. I was pleased, and let the issue go. I called back 2 weeks later to check in and see how much it was going to cost/ get my reference number. No coat. Nothing under my name. I called the store in order to see if it had been shipped back already, only to be told that they have nothing to do with warranty, and to call warranty in order to find anything out- they didn't have my coat. 6 weeks after I dropped my coat off, I check in again- did anyone find my coat? Warranty still has nothing there under my name, and they offer to call the store to further investigate. They find out that the coat never left the store. The individual responsible for warranty items calls me when she gets to work that evening, and reassures me that they will send out the coat the next morning on express, and that it will be done as soon as possible. That was a week ago, and I just got off the phone with warranty, who has STILL not received my coat. Where is my coat, North Face? The level of disorganization between staff, and disrespect for my time and belongings, is infuriating. I was given the wrong information, disregarded, and all the while do not have a parka to wear during -18 degree weather. I do not recommend North Face as a place to bring your business. I also would like a parka... I'm cold.
7 years ago (22-11-2017)

Great store, great selection ... And always has good 40% off deals
7 years ago (26-04-2018)

Went with my eldest daughter to return winter gloves. It was a quick & easy fix. She bought another pair there. Later on in the year I ordered a Women's Venture Jacket for her younger sister! They both love The North Face!
7 years ago (19-09-2017)

First off, any North Face product I have owned has been awesome, the brand really has quality outdoors gear. I have a few jackets, a 65L Terra backpack and a few pairs of pants. All top notch gear for my lifestyle. The WEM location is always clean and well organised, really makes for a pleasant shopping experience. Usually when I go in I get helped by one of the managers (Sheldon). He has always been professional and personal in his approach to make sure I find the right product for my adventures. Love the products, the store, and the staff. Keep up the good work guys!
8 years ago (12-06-2017)

Plan to buy a Backpack but not in stock. So a trainee rep trying to help me. He even try to order item from online for me and ship it to the store due to I am going to be in Edmonton for a week. But a young female rep interrupt our conversation and tell me that they will not take any order online and cannot request warehouse to ship item to the store. In a very RUDE way. So in my mind, you do not want my business, I can always bring it somewhere else. I politely tell the traniee, I changed my mind and left. I have been to many different North Face store from different province and this is the by far the worst customer service experience ever. Their management need to straighten the customer service skills.
8 years ago (17-01-2017)