The North Face Soho — Local services in New York

I've never owned a northface jacket, so i wasn't rally sure where to begin. Brian was so helpful from the very start. We talked about what i would want to use the jacket for, and then we explored a few different styles and fits - also different sizes, to see which one i felt most comfortable in. Brian was by my side every step of the way to help me decide. I really appreciated how knowledgable he was about the brand, and it was obvious how passionate he was about it - he truly believed these were the best jackets, and that I needed to own one asap (and he was so right. I did need one =))

I also learned from Brian about the lifetime warranty - which I didn't know about prior to stepping into the store. With all of his help, and then learning there was a lifetime warranty - I knew I was going to walk out of the store with a new winter jacket.

Brian went above and beyond to make sure I was taken care of from the point when I started asking him questions, all the way until I literally walked out of the door. In that short time at the store - i felt i was in great hands with a trustworthy person who was being honest with me, and he was also super personable ( like - can we be friends?)

Brian seems like a true gem for Northface - based on my experience, someone who really should be recognized for exceptional work and passion for what they do, going above and beyond - and passing that great energy on to others....

Unacceptable customer service. I purchased a jacket on sale that turned out to be the wrong size. I spoke to a representative at length over the photo who told me I could come in and exchange. We discussed the price I had paid vs the price on the tag. I make sure to mention that I got it on sale at a different location, and at no point does she mention me paying full price for the exchange, or even a possible price difference. When I get to the store, she is at lunch break so I speak to another sales representative. He is nice and helpful and mentions ‘a little price difference’ as he only has the newer model. We make it all the way to the transaction before he tells me that the ‘little’ price difference in fact means twice the amount. I am stunned that this was never mentioned to me and explain that I now waisted hours of my day, and that I was misled on the phone. He chooses to do nothing, while admitting that I should have been informed over the phone of the price difference and he will not let me wait to speak to the woman I spoke with on the phone. I return home with the wrong size jacket and an overall bad feeling. This is unacceptably customer service, waisting hours of my day, offering no help, and providing at best misleading communication. I will return the jacket, and purchase one with...

Trash return policy…

Went in to return a birthday gift I got for someone. I overheard the manager, in front of of my face but not directed to me, say I wouldn’t be able to get a refund because I according to my receipt I used ApplePay with my online pick up purchase. No other options were given.

To start a return via my online North Face account, the only options I see are to pack it up and ship it with a printed label, or pack it up and drop off at a FedEx location. Both very inconvenient, especially since I trekked from my house to this out of my way store.

When I got home I considered the option of a store credit. I called this store, and Ana answered (the two stars is solely for her help both at the store and over the phone). She said, as per the company’s store policy, I’d get just 40% refunded back if the bag was considered damaged… wtf? But to be sure she went and asked the store manager “what could be done” in my situation, seeing as the bag was never used and still had all its tags. After briefly placing me on hold, Ana said her manager said I could get 60% back in a store credit (for a bag that is still being sold and would be put back on the shelf to be sold at full price!!!!).

All this to say… this is why retail is dying: crappy and inconvenient...