North Face -false advertising

ND2017

Hi there!

I'm hoping someone can help me or point me in the right direction on how I should deal with this or if I should just walk away.

Background: Purchased a North Face (TNF) coat from a TNF stockist advertised to have a certain technical feature 600 fill down, but is actually 550 fill down. It was an important consideration for me as it was a deciding factor in selling my other much relied upon TNF 600 fill down coat to enable me to 'trade up' to one which was more expensive but didn't compromise on the fill down and additionally offered a waterproof option.

Upon informing TNF they have offered no apology in their admission that the item is advertised to be something that it isn't and offered as a bonus that I can have a full refund from the stockists without suggesting an alternative coat which fits the criteria and budget I am looking for in the middle of winter.

Having had no apology I am a bit infuriated that they have shown no regard for the considerations I made to sell a great coat which i already had, to buy one which is a lower grade and quite frankly I feel I was conned into buying. It might not seem a big difference to some, but it is a technical feature i factor in as I live near the Peak District and I am out in all sorts of weather everyday.

Furthermore I know they are an expensive brand, but as a repeat customer, having been fairly happy with the performance of past purchases I don't mind paying for quality. However as with most people I work hard for my money and everything I buy is considered and not just frittered away. Thats why I feel so strongly that TNF are fundamentally wrong in how they have dealt with this. I'm fairly sure misleading your target demographic, making them feel conned and trying to sweep it under the carpet is not the way to do business.

Should I just let this go?

elsien

They've offered you a full refund, which meets their obligations. They can't be held liable for you selling your old coat before checking you were happy with the new one.
It's not great customer service. But if the misleading advert is still out there you have the option of reporting to the Advertising Standards Authority.

BoGoF

You said advertised by a TNF stockist.....is this a TNF shop or other store selling TNF goods. Did the jacket itself state 600 down?

ND2017

Hi bogof. Both TNF official website and stockist where I got it from (online) and other stockists advertise it as a 600 Fill down.

The item itself has 550 Fill down stitched onto the sleeve of the product. I couldn't physically check this as I bought it online, so was only able to do so when it arrived. I checked it because it seems lighter than my previous 600 fill down coat. I also checked a few review after I bought it and some people have complained it seems a bit lighter than their previous coat of the same style but not sure previous models were the same fill down.

ND2017

hi and thanks for your reply. I sold my coat on the basis I was happy with the technical specification advertised on their website. I couldn't physically check it until I had purchased and its physically arrived.

tykesi

Talk about an over-reaction!

As has been said, not their fault you sold the old coat, take the refund and get on with your life.

IAmWales

Accept their refund and ask which coat does have 600 fill down. Buy said coat.

Or keep the new coat and put another jumper on.

You live in the Peak District, not Antarctica.

ND2017

I didn't say I lived in Antarctica. I would be getting a much better coat if I was. They don't sell another with that fill, so yeah I guess I'll stick another jumper on! Thanks for your reply.

martinsurrey

ND2017 wrote: »

hi and thanks for your reply. I sold my coat on the basis I was happy with the technical specification advertised on their website. I couldn't physically check it until I had purchased and its physically arrived.

do you understand how down fill power ratings work?

from your posts I don't think you do.

a 550 down fill jacket could be MUCH warmer than a 800 down fill jacket.

The number represents how much space (in cm cubed) 1g of the filler occupies.

You also need to know the AMOUNT of filler used in the jacket (in grams per meter squared) to measure how warm the jacket will be.

A jacket with 1g of 800down filler per m squared will be light and cold.

A jacked with 100g of 550down per m squared will be nice and warm.

looks like you've been sucked into number blindness (bigger number=better!)

ND2017

It might be an over reaction for you, but I am a part time worker and a part time student so it is quite an investment for me.

Also if you bought a caribener that specified it could take 10 stones, but actually it could only take 5 stones for a higher price and you used it for the activity you need it for -would it be an over reaction to feel you were cheated?

ND2017

Yes I do. I work for part time for a pillow manufacturer who use down. I don't think you fully understand about the quality measurements of down.