The North Face: most-reported complaints
- Complaints in recent reviews
- 92% of 125 recent reviews analysed
- Most-reported issue
- Faulty product 35% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 1.3 from 2,218 total reviews
- Review window analysed
- 2026-01-28 to 2026-11-11 125 reviews
- Sector
- Retail
Automated analysis of 125 public Trustpilot reviews published 2026-01-28 to 2026-11-11. TrustScore 1.3 from 2,218 total reviews — see the Trustpilot page. Quick answer: is The North Face legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which account for 35% of the 115 complaints identified in 125 reviews. Support unhelpfulness is the second most common concern, cited in 34% of complaints, while delivery failures and warranty disputes follow at 24% and 22% respectively. The trend for faulty product complaints is falling, whereas support-related issues are rising, and both delivery and warranty trends remain flat.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about The North Face?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Faulty product | 35% | 40 | falling | |
| Support unhelpful | 34% | 39 | rising since 2026-09 | |
| Delivery failed | 24% | 28 | steady | |
| Warranty disputes | 22% | 25 | steady | |
| Refund refused | 15% | 17 | rising since 2026-09 | |
| Refunds delayed | 10% | 12 | falling |
Faulty product
40 reports · 35% of complaints“Customers are ignored for weeks, then told faults won’t be fixed even when reported under warranty.”
2 readers marked this review helpful on Trustpilot.
“after a couple of washes the logo started peeling off”
2 readers marked this review helpful on Trustpilot.
“After the second wear there was a hole ripped in the leg”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
39 reports · 34% of complaints“They showed a discounted price in the website, but if you tried to add the article to the cart it was full price”
2 readers marked this review helpful on Trustpilot.
“It is over a month since they received my return and still no sign I will actually receive a refund”
2 readers marked this review helpful on Trustpilot.
“After the second wear there was a hole ripped in the leg”
1 reader marked this review helpful on Trustpilot.
Delivery failed
28 reports · 24% of complaints“refund refused after a week of correspondence”
1 reader marked this review helpful on Trustpilot.
“They never ship items.”
1 reader marked this review helpful on Trustpilot.
“Parcel with expensive costs never arrived”
1 reader marked this review helpful on Trustpilot.
Warranty disputes
25 reports · 22% of complaints“They do not stand behind their product at all. They lie about everything”
2 readers marked this review helpful on Trustpilot.
“Customers are ignored for weeks, then told faults won’t be fixed even when reported under warranty.”
2 readers marked this review helpful on Trustpilot.
“After the second wear there was a hole ripped in the leg”
1 reader marked this review helpful on Trustpilot.
Refund refused
17 reports · 15% of complaints“refund refused after a week of correspondence”
1 reader marked this review helpful on Trustpilot.
“They flatly refused my refund.”
1 reader marked this review helpful on Trustpilot.
“they have refunded me.... not for the £57 fleece i ordered and paid for, but for the £16.20 long sleeve tshirt they incorrectly sent me!”
1 reader marked this review helpful on Trustpilot.
Refunds delayed
12 reports · 10% of complaints“It is over a month since they received my return and still no sign I will actually receive a refund”
2 readers marked this review helpful on Trustpilot.
“Unable to get a refund in 2months despite providing return tracking”
1 reader marked this review helpful on Trustpilot.
“finally a refund was given 5 -6 weeks late.”
1 reader marked this review helpful on Trustpilot.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-11-12 and found 5 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 139 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 31/03 A pair of The North Face shoes worth up to £99”, “E: 01/02 win a the north face ski jacket”, “E: ? Win a The North Face Nuptse Vest”.
Elsewhere: 4.2★ on Google (1,181 reviews, as of November 2026) — a 2.9-star gap between its Trustpilot and Google scores.
TrustScore over time
1.4 → 1.3 across 13 census measurements since 2026-10-07. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 13 dated readings
2026-10-07 (0%, 0.0d) · 2026-10-10 (0%, 0.0d) · 2026-10-13 (0%, 0.0d) · 2026-10-16 (0%, 0.0d) · 2026-10-19 (0%, 0.0d) · 2026-10-22 (0%, 0.0d) · 2026-10-25 (0%, 0.0d) · 2026-10-28 (0%, 0.0d) · 2026-10-31 (0%, 0.0d) · 2026-11-03 (0%, 0.0d) · 2026-11-06 (0%, 0.0d) · 2026-11-09 (0%, 0.0d) · 2026-11-12 (0%, 0.0d).
Severity: 30% of this company’s 115 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.2 days between the experience and publishing their negative review (118 reviews record both dates).
Sector benchmark: faulty product makes up 35% of this company’s complaints vs a 26% median across 216 ranked companies in its sector.
Review velocity: 294 of this company’s 2,218 Trustpilot reviews (13%) were written in the last 12 months.
Other UK companies with evidenced “Faulty product” complaints
- The Soap Kitchen
- The Whizzer Co.
- Tidyalloys
- Timports
- TomTom
- Tower
- Translation Online | Certified Translation Service UK
- Turnbull - Builders Merchant
- UK Water Filters
- uk.vtoman
See all companies by issue: Faulty product · Support unhelpful · Delivery failed · Warranty disputes · Refund refused · Refunds delayed · Sector table: Retail in the UK
Compare The North Face with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-12.