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Sort of a nice surprise from The North Face Co. which shows that contacting the right people does pay off with customer service. Case in point, last month I purchased an expensive piece of North Face luggage for a trip we were taking to Europe. While on the trip I had both the exterior zipper pulls break off and also had an interior strap break. Once we returned I called North Face Warranty to see about having it fixed and they basically said sure, send it to us at your expensive and we'll look at it. Problem was, I had already thrown out the original large box and I had to pay for shipping ($30.00). All this after spending $350.00 on a higher-end bag. I literally had to beg them to send me a free Fedex mailing label which she basically told me they don't usually do. I was also forced to buy a new cardboard box at the UPS store for $18.00 just to send it in.
Not being happy with my North Face customer service experience, I wrote the President of North Face by snail mail to complain about my experience and long history of being a North Face customer. Sure enough, a week later the President of North Face emailed me to apologize for my experience and offered to send me an entirely new bag free of charge. Now that's real customer service, I'm just sorry I had to go to the top in order to get it right. With some companies having great customer service and others not so much, I've unfortunately learned over the years to contact the right people in order to get the satisfaction I deserve as a customer.
Not being happy with my North Face customer service experience, I wrote the President of North Face by snail mail to complain about my experience and long history of being a North Face customer. Sure enough, a week later the President of North Face emailed me to apologize for my experience and offered to send me an entirely new bag free of charge. Now that's real customer service, I'm just sorry I had to go to the top in order to get it right. With some companies having great customer service and others not so much, I've unfortunately learned over the years to contact the right people in order to get the satisfaction I deserve as a customer.
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