North Face Winnipeg / Prairie Summit Shop

To– ‘The Prairie Summit Shop’ of Winnipeg
I sit here this evening, feeling very frustrated at the customer service I received today. In an industry where the customer is always right, you failed me. For a company who «…is entrusted by the North Face to represent the North Face products in the best possible manner» you have failed yourself and the North Face company.
While purchasing a North Face jacket for my daughter (three years in a row), I believed I was buying her «only the best technical product in the industry». I believed I was spending the extra money for a jacket which would serve her well and keep her warm on our cold, wintery days. Boy, was I wrong! While speaking to the store manager today, I was truly taken back by his unwillingness to please a loyal customer. For a situation which he could of easily dealt with himself, he chose to send me away and told me to call head office myself! He even provided me with the phone number! (Apparently too busy to handle the problem himself!)
Here is the story. This past weekend my daughter wore her North Face winter jacket for the first time. She was so excited to finally be able to play outside after our first snowfall! A few hours later, when it was time to come in, she was complaining about her chin and how her chin was hurting. I got her to look up and on closer inspection I was horrified to see a bunch of scratches from something in the collar of the jacket. One of the scratches actually drew blood. This was no joking matter.
I wasn’t able to get ahold of ‘The Prairie Summit Shop’ until Tuesday morning when the store opened. I explained my case to the store manager, Shawn. I could already tell he was skeptical, however I took pictures of her chin to prove my point. Shawn informed me I would have to bring the jacket in to the store so he could «examine» it. The jacket was clearly defective, as no piece of clothing should hurt anyone let alone a four year old child! So off I went, to take the jacket in to be «examined». While at ‘The Prairie Summit Shop’ on Grant Avenue, Shawn was not able to find exactly which part of the jacket scratched my daughter’s chin. He told me, in this case, I had to deal directly with North Face, blatantly telling me I was full of poo.
Now I am really annoyed as my daughter has no winter jacket at all! Maybe I should call up Shawn and let him explain to my daughter why she can’t go outside and play in the snow for another 7 – 10 days while her replacement jacket from The North Face head office is being mailed to her. Maybe then, Shawn would apologize for his laziness and unwillingness to deal with the issue at bay.
Thanks Prairie Summit of Winnipeg for making the job of being a mom that much harder. For a company who «is entrusted by the North Face to represent the North Face products in the best possible manner» you should be ashamed of yourself!
Frustrated loyal parent of two–
Kelsey
P. S. — Next time I am told to shop local, I am going to bring up this story and how my local shop screwed me over! I am then going to go on to explain how the online sector of the North Face company came through and stood behind their defective product. If I choose to buy a North Face product again it MOST CERTAINLY won’t be from ‘The Prairie Summit Shop.’