Marmot Avis 146

I had a disappointing experience with Marmot regarding a return and refund.

I purchased two identical winter jackets (different colors) on March 31, 2026. The order arrived on April 8, 2026. I tried both jackets on indoors only to decide which one to keep, and chose the green jacket. I returned the blue jacket shortly after, dropping it off at a FedEx/Walgreens location on April 14, 2026. The return was delivered back to Marmot on April 21, 2026.

After following up twice with customer service, I was told both times that my refund was being processed. However, on April 30, 2026, I received an email stating my refund was denied due to alleged “wear,” including dust and pet hair.

This claim is inaccurate. The jacket was never worn outside or used beyond a brief indoor try-on, which is standard when shopping online. Any minor lint or pet hair would have been incidental and does not indicate use or damage. The item was returned promptly, in its original packaging, and in essentially new condition.

What is most frustrating is the inconsistency between customer service communications (which indicated the refund was processing) and the final denial.

At this point, I am still seeking a fair resolution and refund for the returned item. I hope the company reviews its return inspection process and handles similar cases more consistently going forward.

I had an AWFUL experience with Marmot.com. I have worn their ski pants for years. I placed an order at the end of January. The pants did not fit and I returned them within two days, unworn and with all tags attached. Marmot refused the return and sent the pants back to me a month later with no explanation. After numerous calls to their customer service, I was finally told that the pants were "dirty". This was completely untrue. If anything, there were a few specks of lint on the very bottom of the pants because Marmot sent them in a box without any inner plastic bags. I took videos of the front and back of each pair of pants and sent them to their customer service. They did not reply to my videos but simply replied that the pants were "dirty". I'm so disappointed because I've worn Marmot products for years and always thought they were a very reputable company. They have kept my money and left me with three pairs of ski pants ($175 each), brand new and with tags, that do not fit me. I feel as if I've been stolen from and can't understand how a company like Marmot could do that to a customer. I have learned the hard way that Marmot's customer service is AWFUL because they don't value long time customers. I will certainly never purchase another Marmot item again.

Bought a bag, stitching fell apart. Contacted Marmot, get told to speak to the distributor, distributor tells me to bugger off and speak to the retailer. Retailer tells me to go to Marmot. Expensive bag, fell apart, no one took responsibility. I'll not be buying Marmot again after this.

For many years I associated Marmot brand as a quality product. I read a few recent reviews, and was suspicious of some things I read on the internet. All I can do is relate my personal experience. I had a rainwear jacket, Marmot brand, for many years. The lining began to breakdown, and I was going to junk the jacket. I contacted their warranty department to see if a repair was possible. Their response was to offer me a free replacement since it was not repairable. They made the work of replacement very easy. I am 100% pleased with their product support.

I had a down jacket which is 15-20 years old. Recently the zipper started to open up. I contacted Marmot in the hope that they could/would do a repair, at my expense. I was pleasantly surprised when their response was that they couldn't repair it but would replace it. It was old, I had no receipt but still they went ahead with the replacement. I was so very delighted with how they handled this

The quality is good but the customer service is completely non-existent!

Charge me money for expedited shipping their website states 2 days. I call customer service and they say it’s supposed to read 3 days. Either way. I am now on day 5. I reached out day 2 and asked about delivery. Currently day 5 with. No response. Yet here we are. They refuse to refund me any money. Until they have received the item back in their possession. I can’t believe customer service like this.

I bought a marmot precip jacket and within a very short space of time part of the velcro fastenings came undone. I approached marmot by email for a repair or replacement under the guarantee and they didn't want to know, they told me to go back to the supplier. The supplier no longer has my size or the colour of my jacket. I sent marmot a receipt of purchase but they still didn't want to know. Very very poor service from a company that I have used for years. I won't be buying another marmot jacket

The Lifetime Warranty claim is bogus. Buyers beware. You will not be reimbursed for defective gear purchased from Marmot.

Customer service was awful.

Marmot used to be such an amazing company with high quality gear. Flash forward to 2025 and it’s selling jackets of such poor quality and design, nothing compared to the Quasars and other old school goose down puffy jackets of late 90’s and early 2000’s. My old Marmot coats averaged 8-9 years of heavy northern winter use.

I tried to get a minor repair on a jacket that is seven years old. Marmot customer service refused to fix it but then said they would offer a virtual credit of $285 in place of the lifetime warranty and then I just never heard from them again. no credit issued, no lifetime warranty honored. buyers beware

I'd give 0 stars if I could. Their customer service is absolute rock bottom, awful. We bought a 6P tent, and used it exactly once. The poles got bent. We sent them a message asking if we can get replacement poles. They told us that under their warranty, we can get a whole new tent if we mark our current tent with permanent marker. As we live in Canada, this worried me, as I didn't want to pay for shipping, duties or any new tariffs on this replacement tent. They assured me it would be sent from a warehouse in Canada. I asked again if we can just get new poles as we don't want a whole new tent, the tent was used ONCE! It was still brand new.. they insisted they can't get us poles, only a new tent. So we mark our tent, send them the photos and ask for a new tent. They did not send us a new tent, as they didn't have it available in their warehouse. WHY IS THIS NOT CHECKED BEFORE WE WERE ASKED TO RUIN OUR TENT!? After countless emails back and forth and 6 weeks later, all they could send us was a 3P light tent. Half the value of the one we bought. So now I am sitting with a marred tent and a 3P tent I have absolutely NO USE for, even selling both tents together would not get me back the money needed to buy another of the same 6P tent we had. Useless company and I will never, buy Marmot again.

They literally do not respond to repeated emails or phone calls to resolve issues. I have been a 15 year customer and will not use them again. Horrible customer service

Since I trashed north face yesterday over the customer service or lack there of, I felt it only fair to point out a stark contrast in the way the two companies handle customer service and warranty. North face had none and wouldn’t replace a five cent zipper on a jacket. It cost me $15 to mail to them because I I was told they had an unconditional guarantee. On the other hand, Marmot, while a little slow in responding (although it was right after Christmas and I’m sure they were slammed) gave me store credit worth four times the original item’s MSRP and shipped it overnight. That’s how you gain and kick customers. And of course, a good product.

Lining on Precip Rain Jacket coming apart, and peeling away in various places after 4 years of minimal use. Only worn in the city when raining. No hiking, cleaning, sweating, bug spray, spf, salt (from sea) or anything else that would degrade material.
Marmot first asked re cleaning of jacket, I told them I hadn't cleaned it as it hadn't been necessary. They then suggested that not cleaning the jacket, and sweat and salt was the cause. I said there had been no need to clean it as it was never dirty; it was not exposed to salt (don't end up at the seaside in the rain), and I only wore it the odd time in the city so sweat was not the cause - also the jacket degraded in places where sweat, would not have been an issue.
They then said the claim was to be rejected with no reason as to why the material, which is supposed to have a lifetime warranty (both material and workmanship are under this warranty) had degraded so much.
Looking online, I can see many other people have this same problem with this jacket. Some reported similar problems with other high-end jackets, but these companies had adhered to their warranty and replaced the jacket.
So disappointed in both the quality of the jacket, and the support from Marmot. I would not buy from them again. My lower-end previous jacket lasted about 20 years, and apart from the ventilation zips in the Marmot which I loved, worked every bit as well.

I bought a rain jacket and pants from them and never used it. I had it in storage for >10 years. I found out the waterproofing fabric inside the garments had disintegrated and crumbled. I contacted them about their lifetime warrantee and they told me to jump through all kinds of hoops. I had to take pictures of it. But they wanted more specific pictures. I sent this to them. They initially offered me credit for the items. They then asked me to write MWN on the garments and to show them a pic. But I threw the garments out! When they found out I now live outside the U.S., they declined to warrantee the items since I also didn't send them a pic with the 'MWN' on it. So if you wear the garments outside the U.S., the warrantee is invalid? Even though I am a U.S. citizen and bought the garments in the U.S. What the heck???? Why put me through all this hassle to ultimately come out with an excuse to tell me: too bad, so sad. I will never buy anything from Marmot again!

Purchase at the end of last month was confirmed by the site, then got a vague email about a delay a few days later. No updates for 2 weeks on what happened or why. Turns our my credit card got defrauded after the purchase with Marmot and they cancelled my order without my knowing.

Purchased A Marmot 4 person Midpines tent. used it twice before the tent pole snapped, Marmot claimed they no longer had any of the same tents in stock in Canada, I asked for a replacement tent pole, they apparently don't have any to spare. They offered to send me a 3 person tent as a replacement, turns out they don't have any more of them either. Now they are offering me a 2 person tent of lesser quality.
I have been using Marmot tents for 20 years, not any more, don't waste your money on this product, the quality no longer reflects the cost.

I bought a Marmot knitted sweater with zipper closure last year. First pills started to appear in about 3 months time. After half a year it started looking terrible. There is no other complaints about this product. It is warm and comfortable, but I can't use it. Another problem with Marmot is that their system is designed to accept complaints from people living in the US, Canada and the UK. What about others? I bought mine in Dubai. Why should not I have an option to inform the company?

I bought a jacket which had a lifetime warranty. The tag claimed highest quality materials used. The waterproofing well apart shortly after I bought it but I couldn't find the receipt and forgot it had a lifetime warranty. 10 years after I bought it I accidentally found the receipt and warranty. Marmot would not honour stating lifetime warranty did not mean lifetime warranty but a very conditional 5 years with lots of exceptions. The quality of the jacket was no better than other jackets 90% cheaper. Absolute rubbish quality.

I purchased from them directly as the website advertised on hassle 30 day return policy.

The fine print: return policy works only if you never opened an item or set up a tent. I had set up the tent outdoors to test it, took it down after 30 mins, RMAed it, and returned it, paying for shipping.

Without any explanation, the tent was delivered back to me. Then upon follow up was told that the tent had been used and the return was rejected. Perhaps they can explain on their website how a tent can be tested without it being setup, or stop advertising the return policy that simply does not work for tents.

I've been using Marmot, The North Face, and Patagonia for over 30 years. All of these companies, I use because of the quality of their gear and the lifetime warranty. All these years, I've had to utilize their customer service and warranty at least once. Marmot by far has the fastest, easiest and most responsive customer service I've encountered. The gear I've used has been for mountaineering, hiking, snow sports, and camping. I'm sold how well they stand behind their products...Way to stay competitive Marmot!!