Marine Layer Avis 19

Ordered a set based on what was listed as in stock, then was told after purchase that part of it was sold out. The item still showed as available online, which is misleading.

The resolution repeatedly put the responsibility on me to fix their mistake. I was left with half a set and had to repackage it, print a return label, and ship it back. That’s unnecessary extra work caused by inaccurate inventory.

This should have been handled with a full refund from the start.

Warning! Chinese based company. Will never send your order and your credit card number will be all over the Internet. This is why you’ve never heard of them except on those social media apps. Stay clear!

Quality product, quick and free shipping, long return window.

Wool blend cardigan pilled badly third wear. Will not purchase wool again from Marine Layer.

they hack your credit card to ShopPay, and now my credit card # is all over the internet. Woeful ethics, ML. I will have to cancel the card and send a fraud alert

I have ordered white trousers and there was a glitch that after washing the waist rope fell off. Not sure if that was because of the washing machine or a defective item. But as soon as I told this to the Marine Layer, they issued me a full refund, which totally converted me from a slight frustration to becoming a true fan. That's a highly respectful policy, and I trust this is how Marine Layer gives a warranty and stamp for their quality.
Others can only learn from such an example.

Be advised that if you make a single purchase from this company, you will likely be inundated with unsolicited catalogs despite repeated requests to discontinue them. I have utilized every opt-out resource available, including DMAchoice, the USPS opt-out service, and direct contact with the company on six separate occasions.

I received my first unwanted catalog on June 10th and immediately emailed Marine Layer to request removal from all marketing lists. The company responded the following day, stating:

"No prob. You can unsubscribe from our catalogs here. It can take 8–12 weeks to stop getting catalogs, but have no fear, once we have your information, we will place your address on our 'do not mail' list."

I followed the instructions provided and reasonably assumed the matter was resolved.

However, on September 27th, fifteen weeks after completing their form, I received another unsolicited catalog. I contacted Marine Layer again to report that I had already completed the unsubscribe process, yet continued to receive marketing materials. On September 29th, the company replied with the exact same message quoted above, offering no acknowledgment of my prior correspondence.

Later that same day, I replied and asked whether their response meant an additional 8–12 weeks would be required for removal. The company did not reply. I sent follow-up emails on October 1st, October 4th, and October 7th, each reiterating my request and eventually making a formal demand that all promotional materials cease. None of these communications were answered.

On November 2nd, I received yet another unsolicited catalog. At this stage, I consider the company’s conduct to be neglectful and bordering on harassment.

Marine Layer has lost at least one customer—me.

I visiting the Corte Madera store a few weeks ago and WOW! The store was beautiful and the staff was very friendly. I found several t-shirts and a few really soft sweatshirts to buy both me and my husband. I had a great experience and will definitely be shopping again soon.
And the emails are great!

I participated in Marine Layer’s “Respun” program, where you pay $20 for a recycling bag and receive a $40 store credit. I purchased six bags and received six $40 credits.

While the terms say credits cannot be stacked, the program is designed in a way that forces extra spending. Each $40 credit falls below the $50 free-shipping threshold, meaning you must either pay shipping or spend at least $10 more per order. This should be disclosed more clearly in the fine print.

Marine Layer claims they make no profit from this program, but that’s misleading. Because of the restrictions and shipping threshold, they profit on every redemption.
They also have stated before that this program "helps save the environment", yet by refusing to allow credits to be combined, customers are forced into multiple shipments, increasing carbon impact rather than reducing it.

I’m sharing this so other customers don’t fall into the same trap.

I placed an order for two T-shirts and a pair of socks. After a while, I received an email stating that one of the T-shirts I ordered and paid for wasn't available. This is the first issue: why have the item available for online purchase if it was out of stock? I did get a refund for that item, which is great. However, the other T-shirt and socks were sent separately. From a sustainability point of view, I don't understand why a company would send items separately, especially if they're small, lightweight, etc. The main reason for placing the order in the first place was to buy from a sustainable business, only to end up incredibly disappointed. On top of everything, I haven't received the items, and it's been more than two weeks. Honestly, I should have read the reviews before making a purchase with this brand.

Clothing aside, Marine Layer has some of the best customer service in the game. Love this brand!

They delete negative reviews and use mixed fabric types in a single garment that you can't clean.

Oh, and if you happen to have thighs of any actual size, they have a pair of crappy loose sweatpants you can buy lol

Hey, Marine Layer. I should have read these negative reviews earlier. Sucks that others have had the same crappy customer service experience with you. Not only does ML never answer their customer service phone line, they are not helpful via email AND have the rudest staff at their Berkeley store. The new Re-Spun program is deceiving. You buy a $22 bag ($20 plus shipping) in order to get a $40 discount. If you’re unhappy with the item you purchase with that $40, or the item doesn’t fit, you’re out of luck…you’ve just lost your money. You won’t get that credit back, so that’s money down the drain. How inflexible and ridiculous is that. The sales associate in store didn’t even offer me any alternatives before telling me that my $40 credit had been lost. I used to love Marine Layer’s Re-Spun donation program until it became a scam. After years of purchases, Marine Layer has lost a loyal customer and doesn’t even care.

I ordered an item online and paid for it with my Re-Spun Take Back Bag reward. The item did not fit as expected, so I returned it. I was then told that I would not receive a refund or store credit, effectively losing the $40 reward, even though I wanted to make another purchase. This is unfair, especially considering the amount of clothes I donated to Re-Spun. I'll be sure never to purchase from them again.

Probably my favorite clothing store all around.

The recycling program is less eco-friendly now (they have to ship an envelope to you and you have to send it back) and requires you to pay $20 for an envelope to get $40 back. Customer service doesn’t reply via email or phone. Top it off, the salespeople are unhelpful and have no interest in actually serving customers. What gives?

My Marine Layer experience in a nutshell: shady, unprofessional, unresponsive.

I won't be giving this company another dime and neither should you.

I ordered a few items, one of which was too small. When I contacted them about returning it, they lied about the item being marked "final sale" even after I sent them screenshots of their own website, where it said nothing about final sale on the product page, the cart, or during the checkout process (the product page literally says "free returns" right on it).

Phone customer service is nonexistent. I went back and forth with someone over email who was rude, unapologetic, and shady as hell. After a few emails, they literally ghosted me. 10 days later, and I'm still trying to track down my money.

The store gets 5 stars. I love their products and I'm always happy with the service I receive in store.

However, when I ordered an item with express/next day shipping, the company sat on my order for a day. I followed the next morning to say, "hi, would you please update me on my shipment?"

No response.

I wrote again the next day and asked for an update. I received a response some time later that said, "oh yeah, we've sent it out," which wasn't true. They'd created a UPS label, which indicated that the item would arrive 5 days after the order was placed.

I asked if they would please do me the courtesy of refunding the item, as it was purchased for a vacation. They told me that they couldn't do that because it was already sent out (untrue, only the label was created).

Their response? "But you can send it back to us after it arrives." Well, the problem isn't the I don't want it. The problem is that I don't want it 5 days late, after I've left town for vacation.

I followed up to show them that the item hadn't been sent out for delivery, sending a screen capture from the UPS tracking site. I reiterated the I would like this item canceled and refunded, as it would arrive too late, and it's not too late to cancel.

No response.

Why should I pay an additional $25 for overnight shipping on an item that's $88, just to have it arrive so late?

If Marine Layer is too small to handle logistics for overnight shipping, they shouldn't offer it on their website!

I love the store. They make returns super easy and always free, no questions asked.