The North Face Newcastle

I went looking for Christmas presents and they had sold out. I checked with the staff who were very helpful and found what I needes in the back.

Visited on 6/10/2021. Absolutely appalling service by female staff with the arm tattoo. Went inside the store when there were no other customers, ground floor staff noticed but completely ignored us whilst chitchatting away. Staff with the tattoo simply nodded, shook or shrugged her shoulders when we asked questions. She also scolded us because we didn’t fully zip off the jackets after trying them. Mind you, there was practically no one in the store as we went during non-peak hours. She was also on her phone.It’s sad because North Face products are expensive so you expect the service to be great but it was disappointing if not despicable. It’s almost as if this was subtle racism as the other customer (who has the same skin colour as us) was also treated the same. Maybe, maybe not.I have always been a fan of North Face. But after this experience, I will never come back. You have lost a customer, and probably will lose more if you keep up with this type of service.

Came in to purchase a coat on my partners birthday and the two sales assistant on the top floor did not look happy at all. Not very welcoming. Didn’t tell us about the ten percent off which we probably would have bought more than a coat and a fleece. The only redeeming factor was the sales assistant on the checkout. He told us about the 10 percent off and ensured that the fleece we purchased was not marked. Was very welcoming and helpful! Just a shame that upstairs in the men’s section are probably missing out on sales by being unwelcoming and not telling us about the 10 percent.

Not impressed. Brand new store but service poor. Music was very loud and screechy". A store environment should be welcoming. This store isn't. I went around the corner to Fenwicks and bought the same Tee cheaper and with way better service."

If you’re looking to be protected outdoors. This is the place to be

Excellent customer service and very helpfulHad an issue with a coat I bought a couple of months ago, couldn’t find the receipt. The manager looked through the transactions for the day we bought it and out of goodwill replaced the jacket. Always use this shop and will continue to do so. Very helpful and accommodating

I liked everything about the New store, but the service is so pathetic.

Terrible staff, unwilling to help... manager also didnt care and says everyone makes mistakes despite disgusting attitude from their staff. Should probably rehire most your staff here.

I purchased a pair of ski gloves from this store, which at £75 were not cheap. I have always liked the brand and have never before had an issue with quality...until now! After literally only one wear skiing for one day (on proper snow, not at a dry ski slope), the leather has badly worn and even ripped in some places. I therefore decided to return them to the Newcastle store where I purchased them to find that the manager was not in the least bit helpful. In fact he was completely dismissive and quite frankly rude and said it was wear and tear and wouldn’t be covered under the warranty. What....wear and tear to that level after only ONE wear!!?? He even asked if I’d fallen over a lot! Well, it is skiing and yes as a novice, funnily enough I did fall a few times but the gloves didn’t indicate ‘for professional / extremely competent skiers only who are less likely to fall over’. He even tried to belittle me by saying he once bought a North Face coat and his dog jumped up and put a hole in the jacket, which he couldn’t expect the North Face to take responsibility for. That was an accident and absolutely the North Face can’t take responsibility for an accident but I was wearing my gloves for exactly the purpose I had bought them and I would certainly not expect them to wear to that extent after literally one wear. He was so dismissive, he told me to call customer services. He didn’t even attempt to point me in the right direction; he just told me to look on line. Well, I’ve called customer services and they can’t help because the purchase was made in a store and therefore they have no record of the transaction. The lady I spoke to was at least apologetic and gave me the warranty email address. I feel like I’m being passed from pillar to post and customer service at this company is distinctly lacking. Once they’ve got your money, that’s it! I will certainly never buy anything from this company again. As for the store manager at Newcastle, I am disgusted at his attitude and lack of any interest in helping me.13th March 2020.....an update. My faith in the North Face as a company has been restored. The Warranty Department turned out to be really helpful. I returned the gloves for inspection (FOC - arranged through them via UPS). After a few emails, all very polite and not frustrating at all, they agreed to give me my money back. To them, thank you for your help and understanding. To the Manager in Blackett Street, Newcastle.....you were rude, unhelpful and condescending. However, I persisted and even though it took 3 months, I got my money back. Shame you felt it necessary to be that way! Even if you felt you couldn’t make a refund or indeed credit note decision, you could have politely pointed me in the right direction. Let’s hope your customer service skills improve going forwards for the sake of future customers and the reputation of the North Face!

Nicely arranged and helpful staff. Nice collection