The North Face

My husband purchased a winter coat at the end of last seasonAfter only wearing it a handful of times, the zipper brokeWhen he tried to return it to the store, they said his only alternative was to send it in to get repaired which would take eight weeksIt is pretty unacceptable to have to go without a winter coat for two months of the winter

Final Consumer Response / [redacted] (2000, 9, 2015/05/14) */ The company has sent me a $gift card as replacement

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ Dear Ms [redacted] , This is in response to your letter dated October 7, 2015, sent to The North Face brand regarding a consumer complaint from [redacted] We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction and have reviewed and investigated Mr [redacted] 's complaintWe have checked our records and are unable to find any record of communications from Mr [redacted] through our customer service department regarding this matterWe request your assistance to ask Mr [redacted] to contact our customer service department at X (XXX) XXX-XXXX at his earliest conveniencePlease have him ask for our Manager, [redacted] , who can try to work with him to resolve the matter We will be unable to take further action until we receive more information from Mr [redacted] but we would be pleased to try to assist him if he is able to call Mr [redacted] Thank you for your assistance in this matterPlease do not hesitate to contact me should you have any questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called two times after I got the business response to speak to the manager named hereOnce he was not in the office and other time he was out ok lunchBoth times the representative told me that she has emailed the manager for follow upI haven't received a call backIt is just as the outlet stores they make bunch of empty promises and never follow up on it My number is XXXXXXXXXXI would want someone from corporate office to call me Final Business Response / [redacted] (4000, 9, 2015/11/11) */ Dear Ms [redacted] , This is in response to your letter dated October 28, 2015, and the consumer's rebuttal complaint The Manager of our North Face Woodbury Outlet Store recently contacted Mr [redacted] regarding his complaintThe Manager has asked that Mr [redacted] send to his attention the three items he purchased from to store so that the merchandise can be inspectedThe Manager mailed a shipping label to Mr [redacted] that would allow him to send us the merchandise, free of charge Currently, we are awaiting receipt of the merchandise from Mr [redacted] We look forward to finding a resolution in this matter

Initial Business Response / [redacted] (1000, 6, 2015/09/30) */ Contact Name and Title: [redacted] , Paralegal Contact Phone: XXXXXXXXXX Contact [redacted] @vfc.com Dear Ms [redacted] , This is in response to your letter dated September 16, 2015, sent to The North Face brand regarding a consumer complaint from [redacted] We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction and have reviewed and investigated Mr [redacted] 's complaintWe have checked our records and are unable to find any record of communications from Mr [redacted] through our customer service department regarding this matterThat said, this complaint does not appear appropriately directed at The North Face brandContrary to Mr [redacted] 's suggestion, the printout that he submitted to your office with his complaint is not from The North Face website and therefore are not goods and prices offered by The North FaceI am attaching a representative example from WWW.THENORTHFACE.COM, which is our ecommerce website to show you that our website's appearance is quite distinct from the website that Mr [redacted] submitted We are unable to honor the price for which Mr [redacted] claims the merchandise was advertised because the advertisement is not from The North Face websiteMr [redacted] must make his product purchases from the website featured in his submission We now consider this matter closed unless there is additional or different information for us to consider

Final Consumer Response / [redacted] (3000, 9, 2014/07/18) */ Dear ***, I just received a call from a store manager who identified himself as [redacted] at the: [redacted] XXX XX [redacted] XXX XXX XXXX he said that this was a sister concern of the Banff Store and that he would give me a full refund for the shoes that I have requested in my complaint I will go to this store on July 18,and get the refundI request that you please leave this complaint unresolved till I actually have the $something back on my American Express Credit CardI will let you know the outcome soon Kind Regards, ***

Initial Business Response / [redacted] (1000, 10, 2016/01/29) */ This is in response to your letter dated January 15, sent to The North Face brand regarding a consumer complaint from [redacted] We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfactionWe are pleased to have resolved this matter with the customer and she has been refunded for the returned jacket and her shipping costs Please don't hesitate to contact me should you have any questions

Initial Business Response /* (4000, 9, 2016/01/19) */
Dear Ms***,
This is in response to your letter dated January 5, sent to The North Face brand regarding a consumer complaint from PK ***
We want to assure you and the consumer that we take consumer concerns and feedback
seriously and we strive for consumer satisfactionOn January 11, 2016, our Customer Service Manager spoke with Mr*** regarding this matter and was able to assist Mr***Mr***'s credit card has now been credited
We now consider this matter resolved and closed
Please don't hesitate to contact me should you have any questions
Initial Consumer Rebuttal /* (2000, 11, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally resolved and they went out of there way to ensure that it wasGreatly appreciatedWill always be a loyal consumer of this brand

Initial Business Response /* (1000, 5, 2014/12/02) */
This is in response to consumer *** ***'s complaint concerning his difficulties with The North Face ecommerce site at www.thenorthface.com
We want to assure you and Mr*** that we take consumer concerns and feedback
seriously and we strive for consumer satisfactionWe regret that the Mr*** had a negative experience with our website, however, the challenges he faced were a result of our mechanisms on the website to prevent fraud and protect consumers and our business
Please be advised that we have already connected with Mr*** and addressed his concernsOn November 24, we fulfilled an order for him over the phoneThat order was shipped to him via free overnight delivery and delivered on November 26, In addition, all his previous attempts to place orders on our website have been cancelled and any pre-authorizations that were initially placed in connection with those order attempts have been reversed and voided
We expect you will agree that this matter can now be closedPlease do not hesitate to contact me directly if you should like additional information

My husband purchased a winter coat at the end of last season. After only wearing it a handful of times, the zipper broke. When he tried to return it to the store, they said his only alternative was to send it in to get repaired which would take eight weeks. It is pretty unacceptable to have to go without a winter coat for two months of the winter.

Initial Business Response /* (1000, 5, 2015/10/21) */
Dear Ms. [redacted],
This is in response to your letter dated October 7, 2015, sent to The North Face brand regarding a consumer complaint from [redacted].
We want to assure you and the consumer that we take consumer concerns and...

feedback seriously and we strive for consumer satisfaction and have reviewed and investigated Mr. [redacted]'s complaint. We have checked our records and are unable to find any record of communications from Mr. [redacted] through our customer service department regarding this matter. We request your assistance to ask Mr. [redacted] to contact our customer service department at X (XXX) XXX-XXXX at his earliest convenience. Please have him ask for our Manager, [redacted], who can try to work with him to resolve the matter.
We will be unable to take further action until we receive more information from Mr. [redacted] but we would be pleased to try to assist him if he is able to call Mr. [redacted].
Thank you for your assistance in this matter. Please do not hesitate to contact me should you have any questions.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have called two times after I got the business response to speak to the manager named here. Once he was not in the office and other time he was out ok lunch. Both times the representative told me that she has emailed the manager for follow up. I haven't received a call back. It is just as the outlet stores they make bunch of empty promises and never follow up on it.
My number is XXXXXXXXXX. I would want someone from corporate office to call me
Final Business Response /* (4000, 9, 2015/11/11) */
Dear Ms. [redacted],
This is in response to your letter dated October 28, 2015, and the consumer's rebuttal complaint.
The Manager of our North Face Woodbury Outlet Store recently contacted Mr. [redacted] regarding his complaint. The Manager has asked that Mr. [redacted] send to his attention the three items he purchased from to store so that the merchandise can be inspected. The Manager mailed a shipping label to Mr. [redacted] that would allow him to send us the merchandise, free of charge.
Currently, we are awaiting receipt of the merchandise from Mr. [redacted]. We look forward to finding a resolution in this matter.

Final Consumer Response /* (3000, 9, 2014/07/18) */
Dear [redacted], I just received a call from a store manager who identified himself as [redacted] at the:
[redacted]
XXX XX [redacted]
XXX XXX XXXX
he said that this was a sister concern of the Banff Store and that he...

would give me a full refund for the shoes that I have requested in my complaint.
I will go to this store on July 18,2014 and get the refund. I request that you please leave this complaint unresolved till I actually have the $170.00 something back on my American Express Credit Card. I will let you know the outcome soon.
Kind Regards,
[redacted]

Final Consumer Response /* (2000, 9, 2014/03/17) */
The north face contacted me and resolved the issue.

I sent in my resolve jacket which had discoloration because of the blue dye, but I was told that it's not the warranty problem and they can't do anything about it. My zipper wasn't working in threat jacket and they refused to do anything about it.

Dear Ms. Thomas,
This is in response to your letter dated March 29, 2016 sent to The North Face brand regarding a consumer complaint from A[redacted] D[redacted]. 
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer...

satisfaction.  We have investigated the matter and believe that Mr. D[redacted] was appropriately charged for shipping and sales tax on his order.  However, we do appreciate Mr. D[redacted] as a customer and to this end we have credited him for the shipping charges in the amount of $59.77 that were applied to his order.  As a matter of law, we are not able to refund the sales tax in the amount of $18.34.     
We trust that this matter is now closed.  Please don’t hesitate to contact me should you have any questions.
 
Sincerely,
D[redacted] F[redacted]

Initial Business Response /* (1000, 5, 2015/10/06) */
Dear Ms. [redacted],
This is in response to your letter dated September 22, 2015, sent to The North Face brand regarding a consumer complaint from [redacted].

We want to assure you and the consumer that we take consumer concerns and...

feedback seriously and we strive for consumer satisfaction. Our Warranty Customer Service Team has reached out to Ms. [redacted] directly and will be replacing her jacket noted on the complaint. The customer advised our team that she is fully satisfied with this resolution.
We now consider this matter closed.
Please don't hesitate to contact me should you have any questions.

Initial Business Response /* (1000, 10, 2016/01/29) */
This is in response to your letter dated January 15, 2016 sent to The North Face brand regarding a consumer complaint from [redacted].
We want to assure you and the consumer that we take consumer concerns and feedback seriously and...

we strive for consumer satisfaction. We are pleased to have resolved this matter with the customer and she has been refunded for the returned jacket and her shipping costs.
Please don't hesitate to contact me should you have any questions.

Final Consumer Response /* (2000, 9, 2015/05/14) */
The company has sent me a $100 gift card as replacement

Initial Business Response /* (1000, 8, 2015/09/14) */
Revdex.com, thank you the issue was resolved. [redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/09/22) */
Revdex.com, thank you the issue was resolved. [redacted]

Initial Business Response /* (1000, 5, 2016/02/15) */
Dear Ms. [redacted],
This is in response to your letter dated February 1, 2016, sent to The North Face brand regarding a consumer complaint from Mr. [redacted].
On February 10, 2016 our customer service department phoned Mr. [redacted] at the...

number provided in your letter, however, we were unable to reach him as the number has been disconnected. On February 11, 2016 we mailed a letter to Mr. [redacted] in which we provided him with our Warranty Return Form and a prepaid shipping label. We asked Mr. [redacted] to complete the form and return the damage backpacks to our Warranty Department for evaluation.
Currently, we are awaiting receipt of the merchandise from Mr. [redacted]. We look forward to finding resolution in this matter.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/09/30) */
Contact Name and Title: [redacted], Paralegal
Contact Phone: XXXXXXXXXX
Contact [redacted]@vfc.com
Dear Ms. [redacted],
This is in response to your letter dated September 16, 2015, sent to The North Face brand regarding a...

consumer complaint from [redacted].
We want to assure you and the consumer that we take consumer concerns and feedback seriously and we strive for consumer satisfaction and have reviewed and investigated Mr. [redacted]'s complaint. We have checked our records and are unable to find any record of communications from Mr. [redacted] through our customer service department regarding this matter. That said, this complaint does not appear appropriately directed at The North Face brand. Contrary to Mr. [redacted]'s suggestion, the printout that he submitted to your office with his complaint is not from The North Face website and therefore are not goods and prices offered by The North Face. I am attaching a representative example from WWW.THENORTHFACE.COM, which is our ecommerce website to show you that our website's appearance is quite distinct from the website that Mr. [redacted] submitted.
We are unable to honor the price for which Mr. [redacted] claims the merchandise was advertised because the advertisement is not from The North Face website. Mr. [redacted] must make his product purchases from the website featured in his submission.
We now consider this matter closed unless there is additional or different information for us to consider.