Complaints

This profile includes complaints for VF Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  VF Corporation

  1551 Wewatta St Denver, CO 80202-6173

• 

  The North Face

  4848 Bethesda Ave Bethesda, MD 20814-5202

• 

  VF Corporation

  7650 W Reno Ave Oklahoma City, OK 73127

• 

  The North Face Warranty Department

  510 Crystal City Hwy Ste 7 Uvalde, TX 78801-6180

• 

  The North Face

  799 Grand Ave Saint Paul, MN 55105-3307

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in my North Face backpack for repair to their warranty department; upon further communication, they indicated that the necessary repair would not be covered so I elected to have them just ship my backpack back to me as it was still entirely functional. North ************ action number *******. North Face used ***** to ship the item, but did not include any instructions on delivery or require signature; tracking number ************. I never received the delivery despite the tracking suggesting they left it outside (high traffic/crime area). The North Face was unwilling to petition ***** regarding the missing package, and suggested it was at the consumer's burden. I have separately petitioned a claim with ***** but have gotten nowhere. As a a consumer I'm now out of options and facing the financial burden (have to buy a new backpack) because North Face didn't ensure my package was delivered in person (require signature) and won't coordinate with ***** on the delivery issue. Most B2C companies will engage on delivery problems, but North Face said it was not their policy - tough customer service. I am requesting a replacement bag, or commensurate value in the form of refund so I can purchase a new backpack.

  Business Response

  Date: 06/22/2023

  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 have been in touch with The North Face *************************** who will be reaching out to the customer and providing them with an electronic gift card that should cover the value of the item. We are sorry for the inconvenience.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a return on March 13, 2023 and have still not received the refund of $1,005. I called the North Face a week after I made the return when I realized that I hadn't received the refund yet and they informed me it would take 3-5 weeks to be fully processed and for me to receive the refunded amount. While I thought this sounded crazy I decided to wait anyway. It has now been over 6 weeks and I still haven't received the refunded amount. They have made it very difficult for me to contact a representative with long phone wait times or the call dropping.

  Business Response

  Date: 05/03/2023

  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 North Face customer service has issued a refund to the customer via their original payment method. They should receive the refund within the next 5 to 7 business days.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 05/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on March 21 and received it on March 24. Order #A2336221. I ordered 2 jackets for my relative, one didn't fit and the other was the wrong model. As advised by their rep, I went ahead and repacked and returned the jackets last week. Today is April 18, 2023, and I have yet to receive the $572.40 refund and I need to use the funds before the family's upcoming trip.

  Business Response

  Date: 04/19/2023

  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 North Face customer service has issued a refund to the customer via their original payment method. They should receive the refund within the next 5 to 7 business days.
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed two orders (Order #: **************** #: A2362268) on the same day and both orders were shipped, but to the wrong address. The photo proof of delivery showed a house that is not mine. When I attempted to call customer service at ********************** Face, they refused to refund my orders or re-ship the items and advised that I should dispute the charge with my credit card issuer. In other words, they miss-delivered the package and want *me* to clean up their mess. I hereby demand a refund or I will file a complaint with the *************************************

  Business Response

  Date: 04/06/2023

  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 North Face customer service has issued a refunds to the customer in the amounts of $86.20 and $349.11 on April 6, 2023. They should receive the refund within the next 5 to 7 business days.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

• Initial Complaint

  Date:04/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm not sure if I should complain against the North Face or OnTrac. I placed an order on the "North Face official website. The package shows "delivered" on March 4. I try to find it on March 5 or 6, but I couldn't find it. Then I went to find it more times afterward on other days, and I still couldn't find it. Packages were supposed to be put into lockers or the mail room. The delivery photo shows the package in a public hallway with other packages. It's not "delivered" properly.1. I have been getting numerous packages from various places at this residence. This is the ONLY ONE package lost. Other packages are delivered to lockers or [INSIDE] the mail room. The photo shows the package in a PUBLIC hallway not IN the mail room. The PUBLIC hallways is right at the entrance of the apartment. It is not properly delivered. It was not supposed to be delivered there. As a result of the delivery person's action, the package is now lost/unable to locate. The delivery person is at least negligent in this case.2. I have followed ******'s suggestions and contacted the seller (the North Face). Because the package shows "delivered," they suggest me to dispute with my bank. 3. I know I have the option to dispute it with my bank. However, I know the dispute process is going to be really troublesome because I used a non-US credit card issued by a non-US bank. Again, all because the package was labeled delivered with a photo showing the package in a PUBLIC hallways. 4. I'm not going to waste my time with my bank because OnTrac did not deliver to the destination properly.OnTrac delivery should have delivered in lockers or IN the mail room. Not ********** it on a PUBLIC hallway.

  Business Response

  Date: 04/06/2023

  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 North Face customer service has issued a refund to the customer on April 6, 2023. They should receive the refund within the next 5 to 7 business days.

  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 04/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:04/02/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with The North Face on September 26, 2022 for the amount of $933.12 for (3) **** Retro Nuptse Jackets (Order #: A0374348). The order was supposedly delivered on September 28, 2022 at 1:23PM via ***** and required a signature upon arrival, although the items were never received by me because I was not home at the time of delivery (Tracking #: ************). Once I arrived at my residence around 6:00 PM that same day I found no package present and contacted The North Face and filed a claim with the shipping company, *****, immediately. Another individual signed for the package in my name, using a signature of STIM, which I have never used before and therefore, is not representative of my signature or myself. I have reached out to The North Face, as the merchant, on multiple occasions in an attempt to solve the issue of the theft of my package. After being told by an agent it would be reimbursed on their end, I was later told by another that there was nothing that could be done and to pursue action through the authorities and my credit card company. I had filed a police report and am still disputing the charge with the credit card company due to documentation being provided by The North Face, even though the company is aware that I never received the package. Being that they jackets never received by me, I refuse to have to pay for merchandise that I do not have and never received. I am I requesting the amount be reimbursed on The North Face's end. I am not financially responsible for these items as they are not and never were in my possession.

  Business Response

  Date: 04/06/2023

  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 North Face customer service has issued a refund to the customer through PayPal. They should receive the refund within the next 5 to 7 business days.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 04/17/2023

  To whom it may concern, 
  
  I am reaching out in reference to case ID ********. The complaint has been resolved as the merchant has followed through and provided the refund for my items. Now that the refund has been posted to my account, I find the resolution acceptable. Thank you so much for your help.
  
  Best,
  ******
  

  
  

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 25 about 2pm I drove to ***************** Mall in *******, Ma. from ******, ** about 2 hours away. To do an exchange or replacement of order #A231317201. The associate ( small woman with black hair and a pointy nose ). Literally, told me she could not do the return because she didnt have that much money in the store and they were not The North Face store just ************************* Mall. This all happens before I could tell her what l wanted to do

  Business Response

  Date: 03/29/2023

  Dear ************,

  
  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 have been in touch with The North Face customer service department, and they have let me know that the ************************* store is an independent store and has only been licensed to use The North Face name. Regretfully, because this store location is simply an authorized retailer, we do not control the stores business conduct.

  
  We hope the matter can now be closed.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19853229
  
  I am rejecting this response because: What a Lame excuse. Then North Face or that independent retailer still carries North Face brand should be more careful about who they hire because that associate was EXTREMELY rude and LOUD its still reflects North Face brand/name. Also, l guess its okay to display behavior of that nature. Definitely the location(if you know what l mean) How about saying On behalf of North Face we apologize for the unpleasant experience. Basically, the associate could have handle herself in a professional manner, but as you stated they can conduct business as pleased.l will stay with Backcountry and Timberland.
  
  Sincerely,
  
  *******************************

   

• Initial Complaint

  Date:03/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I went to North Face and was in the dressing rooms I could see their security cameras from the dressing rooms. I'm concerned the security cameras can see into the fitting rooms when people are changing. I don't know who to bring this issue up too.

  Business Response

  Date: 03/20/2023

  I will get in contact with our security team to follow-up on this matter. Can the customer please provide the location of the store referenced? 

  Customer Answer

  Date: 03/20/2023

  It was at North Face at the Outlet Malls in ********. 

   

  ****************************************************************************

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the wrong merchandise, I called customer service and complained she said once the label scans I will get a refund or replacement she we can't help you unless the label scans !!!!! No refund no replacement. The label scanned and i got nothing. Order A2307307 tracking **********************. Such a hassle to deal with them, it's not my fault and they are helpless

  Business Response

  Date: 03/20/2023

  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 North Face customer service has issued a refund to the customer on March 20, 2023. They should receive the refund within the next 5 to 7 business days.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a jacket that I purchased in an official store. The original price should be $260(excluding tax), but the store ripe off of the price tag told me that the price of $260 is a price that after a 30% off, we did check for several times before paying for that, but they still confirm that is the price after 30% off. The final price I paid was $234(which is including the 10% off of membership account open). The official website is also shown that the price of $260 is this jacket original price, not a price after 30% off. I would like to have a price adjustment and an apology for the price cheating.

  Business Response

  Date: 03/20/2023

  Dear ************,

  
  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 North Face customer service team has let me know that because this item was purchased in a store, they are not able to look into the pricing discrepancy. They will forward this information to the store manager and district manager for review,who will reach out to the customer for the pricing refund or explanation.

  
  We hope that this outcome is acceptable to the customer and the matter can now be closed.