The North Face

It’s a fake north face store. A franchise that does not honour the parent company’s warranty or uphold the level of customer service you’d expect from north face. Stay away… Far away!
Or go in to try on the product and order online direct from north face so you get the proper warranty.

Such a nice store. I loved the backpack I got from them. Very cute and durable. I really liked the store it is big but warm and cozy. I will definitely shop from them again. The bag is very easy to carry since it was designed for women torso. Very kind and helpful staff.

Worst experience and customer service ever! If you want to buy North Face products buy from the main company online. This is a Franchise and you will never get the level of service you expect from an international brand at this store. They carry the worst selection of merchandise and if they don’t have the product you’re looking for in the store then tough luck. They won’t order anything in for you either. Save all the hassles and buy from the parent company.

I came here the other day to check out some snow pants and some winter gear for a UYE that I was attending at Cypress. I found the quality and clothes a lot more reasonable and it is a name brand that I recognize. I did buy a pair of gloves as I am hopeful for snow before the end of February, however, the gloves, which were nicely insulated saved my little fingers from freezing during the UYE. Customer service was awesome. Prices are high but the quality is there.

I’ve always worn and believed in the North Face brand. My recent experience has changed that. I asked the staff of this place to send a garment (that I bought here) to NF Warranty to see if it could be repaired. I was told I would be called and advised if the warranty applied or if I had to pay for the repairs myself. I was told if I hadn’t heard, to check back in 4 – 5 weeks or so. When I hadn’t heard back (always a bad sign), I was told NF Warranty could not repair and would normally replace — except they didn’t make that garment anymore. I asked to have my garment sent back and said I would have it repaired somewhere else. That’s when they told me it’s gone, NF destroyed it. I was furious. NF warranty apparently offered me a credit toward something else, but the credit is only good at that store. Every time I checked (4 times now), they don’t have a certain product (in stock online), don’t have the size, and will not order it in. When I told them I didn’t understand why a North Face store can’t order in a North Face product that’s in stock online, that’s when they were quick to point out that they are NOT a North Face (despite having the North Face sign blazened above their doorway and despite carrying only North Face products). To date (almost 5 months later) they have basically left me with this: they won’t help me get any of 4 items I want, and in response to my asking if they can have the credit for use at the North Face store online, they offered me the phone number for ME to call. This is horrendous customer service. Beware.

My wife was just in the store this morning as she needs a new winter jacket. The staff did not acknowledge her at all. She tried of a few on her own, found one she was interested in, but had a few questions to ask. Again, no one assisted her as they were busy talking amongst themselves about the music playing in the store. She left without spending a penny.
We like to support local businesses, but customer service, or lack there of, prevented her from supporting this location in Kitsilano.

As this is a franchisee store they wont honour the corporate returns policy. Very disappointing as excuse they were a franchise sounds poor to me. Oddly enough many other franchise stores manage to follow there brands corporate policy. If you want to try something on before you buy it make use of this place but dont buy anything as they wont allow returns if you are unhappy with the quality of the product like North Face will do if you buy online or for a store in the US.

It doesn’t really seem like anyone working here knows anything about anything. I called in the morning to check for an infant fleece onesie. I was told they had one in 6 – 9 months and one in 12 months. When I went in to buy it, I was told that NO stores have it. So… a big waste of my time. And it seems like every question I ask I have to ask it twice.
No one here seems to know what they’re talking about… case in point: I bought a new jacket at this location a few weeks ago. When I was shopping, I was deciding between two jackets. I asked one of the employees the differences between the jacket and what is the lowest temp you could be in with those jacket. Her response was «it depends on what you think cold is». Like, wtf? I bought a northface triclimate jacket at the Eco Outdoor Sports store on Broadway, and right away the guy helping me told me EXACTLY what temperature I could go down to, as well as how wind and rain and snow will affect my comfort in the jacket.
So…if you’re spending $ 400 on one of their jackets, just be prepared to figure things out for yourself.

I really don’t believe that The North Face store deserves such a low star rating. I came here last weekend because my old North Face jacket was falling apart after 4 years of heavy use, and I needed a new one. I was easily able to find the same style of jacket I had bought 4 years ago, and they had all of the sizes available.
The staff are pretty friendly, and were quick to point out the current promotion in the store (which I think was buy one get one 50% off). This is a great deal if you’re looking for new gear. They do stock an alright variety of jackets, workout gear, shorts, and backpacks in a large variety of sizes, which is great to see in Vancouver.
If you really like North Face gear, check out this shop on W 4^th Ave.

Didn’t carry the model I was looking for of backpacks, but helpful service.

store asst manager has worst people skills I’ve seen in long time. Arron (female). other staff seemed friendly and helpful, but this gal is in different league. Avoid her and I, personnally will never shop there again.

found the same jacket for $ 100 less and store wont match price.
thank you but no thank you.
ill spend my money where I find value not in your overpriced establishment.

Average merchandise made in China at inflated prices. LOUSY customer service. Better off at Helly Hansen or the Co Op…

A while back I used to frequent The North Face stores in Post St@SF and Beverly Drive@LA. Both were big, well-​designed stores that really showcased what the product was all about. Fast-​forward to last year and my eyes zoomed in on a The North Face store while walking along Kits. I wondered why they would build a small store for a company that promoted «outdoor» gear and apparel. I realised this was a licensed store operated by Vancouver’s own ECO Outdoor Sport Limited (whose main store and operation was just across the street).
I have to give credit to ECO for opening a dedicated store. The pricing is actually pretty decent for Canadian market conversion with ever fluctuating exchange rate. Which to give you an idea a USD95.00 shoe (M Rowan) equals to CAD120.00. And although there is surprisingly a good amount of stock especially and obviously for more popular/​practical items, the variety of the colour selection is sparse or missing from our market.
Having pried myself away from The North Face brand to discover other equally advanced outdoor gear companies that use Gore-​Tex materials, I can only wish this store can catch up with the evolving market and update it’s design elements. Being a one-​brand store, they can only catch up as fast as what The North Face can come up with.