This company is fantastically horrible. Not only is their product cheap, but their customer service (which is exceptional before your purchase) is unbelievable horrible afterwards. If you're trying to get your money back then good luck. It takes days to get a response, and they are poorly worded with little to no direction. The provided telephone number doesn't even work. It's been over three weeks since purchasing and I still don't have my money back. These guys are a disgrace to Canada - do not buy a single thing from these guys, nothing about them is remotely professional.
Have emailed the company many times. Today I finally filed a Better Business Bureau complaint. Company has raised millions in successive Kickstarter campaigns and expanded sales in Canada and the UK but still hasn't followed through for original backers. Communications seem evasive. Waiting for refund and if they ever do send, I'll be certain to demand a full refund. This company has done nothing to demonstrate ethical or honest customer service.
I excitedly purchased one of their jackets since it seemed like an excellent product. Turned our the quality was much lower than expected and sizing was not great - have been trying for several weeks now to get a refund no luck. They give approval for your refund, take your product back, and then disappear. It's a pretty nice scam they're running here - I hope they get what deserve. Oh and good luck trying to get a response from them.
Lied about their sizing and refund policy. The jacket I bought was way too big so I returned it. More than 10 months later I have yet to receive a refund. At the end of the day I paid $400 for nothing. I might as well send money to some Nigerian prince
Backed this company via Kickstarter. Product was super late (winter was very much over), sent the wrong size, returned with tracking, accepted, return and then... NO REFUND. Many emails, and after a while they stopped responding.
The product was awful to start with, and you can get much better, for cheaper. I would run away from this company.
There are some problems with customer service and the internal structure of the organization. However, after some effort, they refunded my money and gave me the jacket for free. I must admit that the jacket itself is worth the money - Hands down one of best jackets I have ever owned! - Warm, good quality, functional and looks awesome!
Hello Irfan,
We are constantly working to improve our processes and give our customers the best experience possible. We are glad to hear that you like your coat.
Ordered March 2016, arrived December 2016, and was not the coat I ordered, had to send back twice at my own expense after being opened and refused on their end in an effort to get me to give up and keep it.
It has been sitting with them since May 2017, and I still don't have a refund.
Hello Renee,
We apologize for the experience that you had. We are glad that we were able to get your refund sorted out for you.
And just like that the jackets arrived today. Must say, despite the frustrating 2+ months from order to delivery, these are some pretty sweet jackets. Happy to up the star rating. Once the left hand knows what the right hand is doing, this company is going to be a thing. Damn good jackets.
Hello Ronny,
Thank you for the feedback. We are glad to hear that you like your coats. We are constantly working towards improving our processes to ensure that we are giving our customers the best experience possible.
I ordered 2 jackets over 2 months ago and i still havent received them. I get an email once every two weeks saying it will be shipped "this week", yet the tracking number has no information. I've called my credit card company to dispute the charge. Very unhappy with them, all i get is empty talk
I backed the kickstarter camping. I decided to send the coat back for a refund because 1) it was too big and 2) the faux fur around the hood was pitiful. I followed their directions to email, give my email and order number, get a return ticket and then send my jacket back to their facility in Toronto. Once the jacket was delivered my return would be processed. Only it never was. I then got the run around from the whole company. At least 10 different people all said they would look into it' but nothing was ever done and I was never refunded. Worst customer service experience ever.
Terrible customer service. I ordered a jacket on Oct 11,2017, and emailed them to cancel my order the following day once I measured myself and realized the jacket would not fit my pear-shaped body. Still, I received the jacket in the mail two weeks later. There were no instructions about where to send the jacket back. I emailed them to ask about this. A week later they sent me a link to "request" a return and refund. It's been 2 weeks and I've heard nothing back from them, despite sending them an angry email every 5 days or so with no reply. Now I'm stuck with a jacket I don't want with no way to return it. And now its past the 2 week return limit. Ridiculous.
Hello Jen,
We do apologize for the experience that you had. Your feedback is appreciated. The reason that we were unable to cancel your order is because all pre-orders are locked in 30 days before they are set to ship as explained in our policies. However, customers do have the option to initiate a return within 30 days of receiving their products.
Terrible customer service. I wanted to order the animal free Smart Parka with fabric gloves, not leather. Continued to get a generic response from the company that the Smart parka was animal free and came with fabric gloves despite the fact that the website says the complete opposite and all jackets come with leather gloves. The most frustrating part is they just wouldn't answer a simple question and seemed to not care at all. Was excited to order the jacket but won't be supporting the company due to the terrible service. Completely believe all the reviews regarding coats not being refunded etc as they truly seem to not understand how to treat their customers.
Hello Kyla,
Thank you for your feedback. At the checkout, you are able to choose either fabric or leather gloves.
I ordered this as a kickstarter in July, expecting delivery in October. Nothing came. Emailed them, replied that my order had gotten lost in the mail, and they would ship me a new order within 10 days. Now, this reply was sketchy because these coats were made for consumers who had already paid. They don't really make extras, from what I understood. 10 days came and went. Still nothing. Now it's the end of October, it's cold. I want a winter coat. Email them again. They apologize again, saying they are shipping within 10 days again. And they offer me 40% off my next order (ha ha). I respond saying that, at this point, I just want my money back and that it feels like a total scam. They never answered me again. Had to go through my credit card company to get a reimbursement. Such a hassel.
I was approved for an exchange, and as seen with others that have left a review on this company, I never heard from them once the coat was sent back. I filed a complaint with the FTC, and I would encourage anyone else having issues with this company to do likewise.
Another level jacket. OMG i love it. I ordered online. Didn't expect it was so nice. It come with gloves, come with scarf, comes right before winter, make me cozy for my freezing Canada winter... The best part is it looks cute on me... great price as well. Not those cheap ones in the mall. More than my expectation. Definitely good buy.
Hello Yanni,
Thank you so much for sharing your feedback of your Smart Parka!
We're happy when our customers are happy, so we're glad we served you well and created a winter coat you love. Enjoy staying warm for years to come!
The coat is not worth 300 bucks. When the campaign started, it was promising, but the end product is very cheaply manufactured. Their customer experience is awful. They failed to return your money once you returned the coat, so I had to go through my credit card dispute company. I do not know why people are putting fake reviews of 5 stars lol.
Hello Syed,
Thank you for sharing your feedback.
Sorry to hear you didn't like the coat.
PS. Fake reviews? What does that mean? Just because you're not happy doesn't mean others can't be satisfied with their products. There were almost 9,000 backers of the project and a rough estimate of 500-1000 were not happy. The rest remained quiet and happy.
Backed this company on kickstarter knowing I was taking a risk. The product they delivered did not even come close to expectations they set and was delivered months after originally promised. I was willing to accept this as a loss, but they then offered their backers refunds. I shipped my coat back immediately at my own expense, emailed them with tracking information, contacted them after my item was received and again several times later. It has now been 6 months and I have yet to receive a refund. They are scammers of the worst kind. Please do not be fooled. Save your money and save yourself the stress of trying to have any kind of conversation with them.
Hello Francesca,
I am sorry to hear you're not happy with the way our refunds are handed out. We have refunded 95% of our backers that have returned the coat. The other 5% need to wait for their products to be inspected once our warehouse opens, so we know the returned products are not in unsuitable shape. You must be in that 5%, so I am sorry to hear yours wasn't inspected before our warehouse move.
They don't respond to emails, send out coats months too late, and when they finally respond they "don't accept returns". Truly an abomination, I would stay far away from them. Review on the coat: much bulkier than expected, lesser quality than expected, just your typical junky Chinese coat.
Hello Mushky,
Thank you for sharing your feedback, but every single ticket you ever submitted has been answered. Just because the product did not meet your personal expectations does not mean you need to spread false information about our customer service.
The warmth feels like i'm walking outside with five thick blankets on, can't believe it'll be this warm, i thought the positive feedback were a joke but it's not, worth the money i worked on so hard to earn
Hello Phoebe,
Thanks so much for sharing your feedback.
We're happy to hear that you're staying warm and hope you continue to stay warm for many winters to come.
My Smart Parka is all I want from a perfect winter jacket. Its incredibly warm for the challenging winters we have in Canada, and besides that its very stylish, and great quality - I always get compliments when I wear it. I would definitely recommend it to anyone!
Hello Victoria,
Thank you for the great feedback. We are glad to hear that you like your coat.
It took awhile to have my Smart parka delivered. With that said, I knew upon ordering that I was backing a crowd funded company. It was a startup with no experience in large scale order fulfillment. Even though there were a few delays, the coat delivered was an amazing quality that I am extremely happy with. Keep in mind that this is a new company, not a large scale company like Canada Goose and we are all 'investors' so patience on the matter is necessary. I would definitely buy from them again. They have great products and great customer service.
Hello Val,
Thanks so much for sharing your feedback! We aim to continue to best serve you going forward, so please do not hesitate to reach back out by emailing info@northaware.com with any issues or concerns. I am always here to help.
Overview
NorthAware has a rating of 2.7 stars from 67 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with NorthAware most frequently mention customer service, smart parka and tracking number. NorthAware ranks 14th among Jackets sites.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Javan,
Thank you for the feedback. Our sizing chart has been updated and is true to the sizing of our coats. All customers have the option of returning their coats for a refund within 30 days of receiving their products. If your refund has not been received, please send us an email to info@northaware.com and we can certainly assist you.