ComplaintsforVF Corporation
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
returned items and have confirmation of return but customer service has not refunded me and is not giving me an updateInitial Complaint
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
I had ordered 2 North Face Mens 1996 Retro Nuptse Jackets in the black colorway, size 3XL. I had bought them for a friend and then decided to buy something else for him, so I went to return them. Originally, I had sent North face the incorrect item sending them a piece of mail by accident and messing up on my end. I then relayed that concern to North face, via their chat service. I am not sure of the exact date with the chat, but to my understanding they have all records of the chats made. The package was originally delivered to my house on February 27th as well. I had been given a new tracking number to return, tracking ID: ************ which reported it was delivered April 17th and was dropped off April 11th. I have waited more than a month for the North Face warehouse to process the return but still have not received anything. Unfortunately I do not have record of the chats but I do think North Face has record of those.Business response
05/31/2024
The consumer did not send back both jackets. Our distribution center confirmed that they never received the items. The consumer previously sent us an empty envelope then sent us an empty 12x12x12 box. That box was empty and too small to contain 2 Nuptse jackets. This consumer was using multiple different email addresses to place orders on our website. Since both items were never received, we will not issue any refund. We have reason to believe the consumer sent multiple fraudulent returns to us.Customer response
05/31/2024
Complaint: 21773962
I am rejecting this response because: I had explained prior I had sent the wrong items to the warehouse, It was an honest mistake on my part. the box was boxed up prior and I did not drop it off myself so I was not sure that there was nothing in it. Upon hearing about the empty box I personally made sure that the box has both jackets and sent it the third time with updated tracking. Please recheck with the warehouse as the jackets were in fact returned.
Sincerely,
***************************Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear Better Business Bureau,I am writing to file a formal complaint against The North Face for their mishandling of my return under order number A4489741, which contravenes both their stated return policy and U.S. consumer protection laws. Despite adhering to their return instructions, the refund for a MENS ***** VISTA STRETCH JACKET, totaling $153, has not been processed within the timeframe promised. This has caused significant inconvenience.The item was ordered on February 20, 2024, and returned after it did not fit, with all necessary return protocols followed. Despite confirmation from The North Face's support service that the item had been received at their warehouse and that the refund would be processed within 7 to 14 days, I have not received the refund nor any further communication.Initially, The North Face confirmed receipt of the correct item, but later contradicted themselves by claiming the returned item was incorrect and subsequently stating it needed to be scanned, which is not mentioned in their policy. They then inappropriately directed me to resolve this issue through my bank, which is uninvolved in the transaction.This delay and lack of communication breach the *** guidelines, which mandate prompt processing of returns and refunds. The North Face's shifting of responsibility and inconsistent statements lead me to believe my package may have been misplaced or mishandled at their warehouse.Therefore, I demand an immediate resolution including:The prompt processing and issuance of a full refund of $153.A comprehensive explanation for the refund processing delay.I have attached all pertinent documentation to support my claim. I trust the BBB to help facilitate a swift resolution to this issue, failing which I am prepared to escalate the matter further legally.Thank you for your attention to this urgent matter.Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a jacket from Supreme and have the original receipt, I was told by GOAT that this $10,000 jacket plus tax was not authentic. It is supposed to be 1 of 43 jackets made but yet this 1 that I have is supposedly fake and came from Supreme directly.Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Immediate Resolution Required: Refund for Returned Merchandise Not Processed (Order A4483838)Dear Sir/Madam,I'm addressing the failure to process a refund for the returned MENS ALTAMESA 500 SHOES under order A4483838, violating The North Face's return policy and U.S. consumer laws. Despite following the return instructions, the refund hasn't been issued within the promised 7-14 days after the warehouse's receipt confirmation on March 30th, 2024.Order details:Ordered: February 20th, 2024, via The North Face's website.Total: $155.Return initiated: February 23rd, 2024, due to size issues.Returned item shipped via ***** tracking number: ********************** from *********, ** Return delivered to The North Face in *******, **, on March 19th, 2024.Warehouse confirmation of receipt: March 30th, 2024.Nearly 30 days have passed without a refund or updates, breaching The North Face's return policy and contravening consumer protection laws. This delay and lack of communication necessitate an immediate remedy.In compliance with the ***s Mail, Internet, or Telephone Order Merchandise Rule, and given the item's return under all prescribed conditions, I urgently request:Immediate processing and issuance of the full $155 refund for order A4483838.Written confirmation of the refund process initiation and an expected timeline for the refund.An explanation for the refund delay and measures to prevent future occurrences.I emphasize the necessity for The North Face to uphold its responsibility for the refund. A failure to promptly address this issue will compel me to seek further action, including filing a complaint with the *** and considering legal steps to ensure my consumer rights are protected.I've attached all relevant documentation to substantiate my claim. Your swift resolution of this matter is crucial.Thank you for your attention to this urgent issue.Initial Complaint
04/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I turned in a jacket to North Face Outlet at ****************** in ******* ********** on 11/22/2023 for a Warranty Repair/Replacement. I was told that it would take a few weeks as it was the holidays, which I understood. Since then I have not heard back from North Face and never received my item back or a gift card for replacement. I contacted North Face customer service and gave them all my information, name/address/phone number/email and they said they didn't have any record of me or my item. I am unsure of what else I can do in order to receive any kind of information on where my item is or the return/give card replacement of it.Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order (NO. A4501789) on **************************************** on 22 Feb. for some clothing. The total I paid was $439. I decided to return them because they are not what I expected so the trader created the return label on 8th Mar. and I returned it on 11th March. Till today it's still not delivered but the trader refused to make a claim with the courier nor refund me.Business response
04/15/2024
Dear Sir or Madam,
This is a response from The North Face brand regarding a customer complaint from ************************* ********************* Complaint ID #*********.
We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. However,in this instance, we are not able to process a refund for this customers return. These items were not returned to our *************** Until the correct items have been received, unwashed, unworn, with tags still attached we are unable to process this refund.
We hope that this matter can now be closed.Initial Complaint
04/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Hello,I purchased 9 items from the North Face official website on February 6, 2024. Because of the size problem, I returned the entire order. I used the return label provided by the customer service agent to put the 9 items in a large box and returned them. But so far I have only received refunds for three items,Whenever I contact them to discuss this issue, their customer service supervisor always tells me that the warehouse staff only scanned three items and they will issue a refund once the other 6 items are scanned. They tell me that if I don't want to wait, I can contact the bank. Disputing the transaction, I have the return receipt and the return tracking information says the weight is 10 pounds, there is no way it was just three items, North Face's return service has always been very good. Now I don't know what happened. I request you to contact the warehouse staff to process the refund for the remaining 6 items as soon as possible. Thank you!Business response
04/15/2024
Dear Sir or Madam,
This is a response from The North Face brand regarding a customer complaint from *********************** ********************* Complaint ID #*********.
We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. Unfortunately,in this instance, the returns department has only received three of the nine items the customer claims to have sent back in their order. We know it is frustrating but do ask that the customer file a dispute with their financial institution.
We hope that this matter can now be closed.Customer response
04/15/2024
Complaint: 21557765
I am rejecting this response because:
Sincerely,
***********************Hello, you claim that the return center only received 3 items, this is absolutely impossible because the large box I returned weighed 10lb and had 9 items together, I think your warehouse staff made a mistake, please Review this issue with the warehouse supervisor, I want you to know that this is a serious crime of commercial deception!
Customer response
04/15/2024
I have the return receipt and I can ask ***** to provide return details if you need them, there is no way there are only three items in the big 10 pound box! ! !Initial Complaint
03/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sent my jacket to The North Face warranty department in ****** ** for repair in December. The jacket was delivered 1/2/24. The repaired jacket was never returned to me. I contacted the warranty department and was informed they had no record of receiving the jacket. Tracking shows the jacket was delivered to their warranty center. I included the appropriate form with the jacket I sent in.Business response
03/20/2024
Hello,
I have forwarded this complaint to our customer care department. Would you be able to provide the tracking information?
Many thanks!
Customer response
03/27/2024
I do not accept business response. Did not yet receive a resolution to this case.Business response
03/29/2024
Dear Sir or Madam,
This is a response from The North Face brand regarding a customer complaint from *********************** ********************* Complaint ID #*********.
We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. I want to thank the customer for providing the tracking information. The North Face customer care team has let me know that unfortunately they were not able to locate the product so they will be providing the customer with a new replacement item.
We hope that this outcome is acceptable to the customer and the matter can now be closed.Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
September 24, 2023 I placed an order with the north face. I ended up returning the entire order. The total of this order was $1938.59. The return got sent to their warehouse and I never got refunded. I contacted multiple times and was told they had a huge outage resulting in them not refunding me and told me to wait. Its been months since this incident and I still have yet to be refunded. They told me to dispute with my bank but I cant because its passed the 60 day timeframe from when I can start a claim with the bank. I was told multiple times to keep on waiting and that my refund was coming but nothing has happened. I need my money back. They havnt resolved this at all and this is very unfair. No customer should have to wait this long to get an answer in general.Business response
03/13/2024
Dear Sir or Madam,
This is a response from The North Face brand regarding a customer complaint from ********************* ********************* Complaint ID #*********.
We want to assure you and the consumer that we take concerns and feedback seriously and we strive for consumer satisfaction. The returns department has not received all of the items the customer claims to have sent back in their order. We did receive the Mens Denali Jacket and have issued a refund for that item. At this time, we ask that the customer file a claim with their financial institution for the remaining refund. They will be able to assist with this.
We hope that this outcome is acceptable to the customer and the matter can now be closed.Customer response
03/13/2024
Complaint: 21381199
I am rejecting this response because: i returned the full order and was promised the full refund; they stated a statewide outage stopped them from refunding my money at the time and kept telling me it will take a little bit longer; I was told by them just couple weeks ago to dispute the amount with my financial institution but that is not possible anymore because 60 days dispute timeframe was passed due to The North Face promising me my refund . i provided all of my communication with them to you already and you can see that each time refund was promised.
Sincerely,
*********************
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Customer Complaints Summary
154 total complaints in the last 3 years.
46 complaints closed in the last 12 months.