The North Face.
It’s a great brand and one that you’ve probably heard of.
My go-to lightweight winter jacket is from The North Face and several months (mid January) ago I decided to update it to the newer version.
The original size ordered was too small (Same size as my old jacket. Don’t you love when brands change their sizing?) so I needed to make a swap. Based on timing, I did this by way of placing a new order and doing a refund for the original order.
The refund experience for the original order is what prompted this post.
On April 16th, three months after the order was placed, I received a notification of my refund by email. Literally, this has taken so long that I completely forgot about being owed the refund.
Am I still a fan of The North Face after this experience? Yes, because they produce a quality jacket that I can count on.
Will I think twice the next time I want to make a purchase with them on a whim and am not sure if something will fit? Yes, because it shouldn’t take a quarter of a year to process a refund.
Getting customers is hard enough, so for those that we have, it’s critical to have processes in place that create a great experience from A to Z.
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