Bergen Waterproof Mid Boot (Men)

I ordered the Bergen boots on 28 December 2026 with a promised delivery date of 5 January. The order was never picked up by the carrier. After multiple follow-ups, I was informed on 6 January that the package was "lost in shipping" and that a refund had already been processed without my consent or prior communication. No attempt was made to reship the item, and I was not given any choice in how the issue was handled. To make matters worse, customer care has now asked me to place a new order at the current price, even though the boots were originally purchased at a discounted rate that is no longer available. This effectively asks the customer to pay more for the same product due to an internal fulfillment failure. In addition, my money has been blocked for nearly two weeks, leaving me without the product during winter and without access to my funds-through no fault of my own. Customer support showed little urgency or accountability and offered no meaningful compensation or solution. This experience reflects poor order management, weak communication, and a complete lack of customer-first thinking. I expected far better from a brand like The North Face.

I placed an order for the Bergen boots on 28 December 2026, with a promised delivery date of 5 January. However, the order was never picked up by the carrier. After multiple follow-ups via email and phone, I was finally informed on 6 January that the package was supposedly lost in transit and that a refund had already been processed-without any prior communication or consent from me. This handling of the situation is highly unprofessional. At no point was I consulted or given an option to reship the product, which is basic customer service etiquette-especially for a seasonal essential like snow boots. Instead, a unilateral decision was made on my behalf, leaving me without the product when I needed it most. To make matters worse, my money has now been blocked for nearly half a month, with the refund expected to take an additional 5-7 business days to reflect. This is unacceptable for an error that was clearly not caused by the customer. The customer support experience was equally disappointing. There was no sense of accountability, urgency, or empathy, nor was any alternative solution offered to help resolve the situation. Overall, this has been a poorly handled case, reflecting a serious gap in order fulfillment, communication, and customer care standards. I expected far better from a brand of this stature.