Marmot Avis 147

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!!

Jacket I ordered too big. The company offers no exchanges. Wanted me to return the jacket. Pay the original amount for a new jacket. Wait up to a month to verify that the first jacket was not worn. Then and only then would they resend the size I needed with the discount I received on the initial order. Customer service, Angel, was intolerant and rude. won’t be ordering any more jackets from this company. I’ll stay with North Face or Patagonia for the better customer service.

Specifically looked for their return policy before purchasing a coat and saw "free returns" right below the "Add to cart" button. Decided to purchase. Got the coat and it was just not great quality. The shape was pretty awful and the size ran quite large by my experience. I went to return it and was denied because they said it was a "FINAL SALE" item. I went back to the product page and this time I did see the "FINAL SALE" across the top, but what does that even mean? Am I, as a customer, expected to know what they are inferring by slapping that banner on a page? Even then, that doesn't change the fact that the listing still says "free returns" on it. That's conflicting information. Why does Marmot get to decide which bit I should pay attention to? That's fraudulent. I've successfully sued online retailers for this sort of thing in the past, and I'm strongly considering it this time around as well.

I contacted them about the situation via their web form but nobody replied. Two weeks later I got an email requesting a product review, so I left a 1-star. They replied to that (of course they did) with a canned email stating that I should reach out to customer service. Customer service told me to contact customer service. LOL W/E. I returned to the web form, typed up a whole message that explained the situation, and when I hit send, the form crashed. I gave up. It's just not a good company. Their prices are inflated. Their service is poor. Their website is buggy. Their product information is deceitful. I'll be shocked if they remain in business over the coming years.

Zero customer service. No email confirmation after order is placed and payment made. No update provided on a shipping date. Order just said processing. Would not respond to my contact message on their site. Finally stopped payment and cancelled the order. I am sure they are a SCAM company. Buyer Beware.

I own three Marmot Guides Down jackets - three different models. The first and second model are great.

I assume model 14553 is the one weighing in at 1153 grams(from around year 2000), model 73060 at 1141 grams(from around 2015) and the new model 72590 at 754 grams - 387 and 399 grams lighter than the two previous models.

You can see it, you can feel it, when they have taken out 1/3 of the down filling. It is not nearly as warm as my first and second model, which are great.

My first has some holes, so its become a work jacket. Second is great.

The reason I bought a third, was because this is the only jacket I use in the winter, and it was on sale, so I thought, I am going to use these until I die.

First one I have had since about 2000. Second I bought in about 2015. They are very durable and the two first models set the standard for good priced, very warm down jackets. Hard to find better or cheaper.

But the last model is far from the first two.

No more Marmot Guides Down for me, I am sad to say.

I will get a refund for the last one, because the norwegian store has great service, but its still sad.

Dont buy Marmot down jackets - they will take out lots of down and never tell you anywhere on any websites.

Also, I got two different stories from Germany and the US on the weight and down fill.

US reply: "The weight of all three models - M14553, 73060 and 72590 should be comparable. This also applies to the fill weight. The weight difference might me caused by the size of the item - Small sized jacket would weight less than XL."

Germany has a completely different story:
"I have done some research and all versions of the Guides Down Hoody through the last decade were between 650g and 700g for size M. I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.”"

I am still waiting for their reply. They should at least agree on the answer. Did they remove almost 400 grams of down or is my jacket an erroneus product.

My entire letter, if anybody is interested:

Weight of Marmot Guides Down

Letter attached as word-document

So, I have three different models of Marmot Guides Down, all size XL, and have weighed and tested them all against each other and there are remarkable differences.

Marmot customer care USA says this:

“Dear Sindre,

Thank you for your reply.

The weight of all three models - M14553, 73060 and 72590 should be comparable. This also applies to the fill weight. The weight difference might me caused by the size of the item - Small sized jacket would weight less than XL.

If I can be of further assistance, please reply to this email directly.

Thank you for choosing Marmot,
Kacper
Marmot Consumer Service

Reach us on:
1-888-357-3262, Monday to Friday: 9AM - 5PM EST”

-

Benedikte Bore, with Snowbiz.no, got in contact with Marmot Europe, technical division and they say this:

“The old Guides Down Hoody (73060) weighs 658g with a fill weight of 195g in size Medium. Unfortunately I only have weighs for size M on all styles, but + ~15% weight for size XL seems pretty plausible to me. I have done some research and all versions of the Guides Down Hoody through the last decade were between 650g and 700g for size M. I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.”

-

He claims the weight of my (probably last model of) Guides Down Hoody is correct.

“I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.”

The problem is of course, that my two previous models of Guides down weighs almost 400 grams more each, both weighing just 12 grams apart.

I assume model 14553 is the one weighing in at 1153 grams, model 73060 at 1141grams and the new model 72590 at 754 grams - 387 and 399 grams lighter than the two previous models.

I can produce the models for inspection if anyone wants to confirm what I am saying!

Its not just obvious through weighing the models, its easy when you take a quick glance, to see that the thickness of my two previous models is far greater than on the last model. It is simply far smaller in size, far less fill, far less warm.

I tested all three models in minus 10 degrees celsius, which we had for some weeks where I live, and there is no doubt in my mind. The last model is not comparable to the previous two models when it comes to insulation/isolation.

I buy Marmot Guides Down jackets, because they set the standard for seriously warm down jackets at an affordable price.

I would like to continue to do that, but not if the weight of insulation has fallen by 37%, more than a third.

I would like a full refund or another Marmot Guides Down that weighs about 1200 grams, like before.

Thank you all!

Best,

Sindre Rudshaug, Fredrikstad, Norway.

I have bought a number of Marmot products in the past few years, and has warranty issues with 2 of them, ( the same parka , actually) . I had bought both of them on sale , about 60% off. The claims were processed promptly and I received a credit for the full price of both parkas.

The credits were easy to use and now I have 2 really nice brand new jackets. My experience with Marmot has been very positive,

Terrible customer service! No exchange policy and they will not honor the sale price on a return. You have to re-order and if it's not the same color (because they are out of stock) you get nothing. I will never order from this company again

Company does not honor its promised discount of 15% to new customers. Don't be fooled!

There is no customer service at marmot. If you buy a sale item you get 0 warranty and 0 chance for refund/exchange and they will consumately hate you as a costumer. Marmot is a scam company that doesnt value their own product line/customers. Hood on my Marmot Shadow broke in a matter of days and they basically told me where I could shove it. I would never buy from this company or even try to contact them again. Also they delete all one start reviews from their site which is a further scam to keep their ratings high. Beware that when you buy sale items from Marmot you cant get customer service, warranty, exchange, or. refund. You're STUCK.

Last winter I wanted to buy a pair of winter jackets, each of which costs around $600-$700. Placed an order on the official website with delivery throughout the USA (to New York). I had just arrived and could only pay with a Bank of Georgia card. The order was confirmed, the money was debited, then the order was canceled and the money was returned. After talking with them, I found out that they do not accept cards from banks outside the United States. They told me to pay with an American card. And here it is winter again. I made an order an hour ago, indicated an American card (Bank of America), but it gave me an error. I tried three more times with three different payment methods (American payment methods), but it gave me the same error. At the same time, when I tried to pay through Pay Pal, the money was debited (frozen). Last time I went and bought what I wanted on the Patagonia website. I think this time, if things go like this, when they return my money, I will also go to buy on the Patagonia website.

I purchased a Marmot down sleeping bag, the Paiju 10, for $765. I've owned it for 2 years and have used it on and off, but not a whole lot. Last month on the first night of a 4 day hike the zipper failed, leaving me cold every night as I ttried to wrap myself in as best I could. The company offered to fix the zipper, but won't pay for postage.

From my experience the quality and customer service of this brand are both terrible

I had a great down vest that I bought over 10 years ago. The zipper failed and the customer service experience was great. I wanted it fixed because the vest was useful and fit well. They offered a cash alternative and I ordered the "new" version of their down vest. The new model was of poor quality and not warm like the old model. It was filled with 80% recycled down and 20% Kapok versus 100% goose down. The fabric itself was recycled as well and not of the quality that I had been accustomed to with Marmot. I am so disappointed in the garment. I wish they offered to have the zipper replaced.

Would vote a 0 if I could!

Wouldn't recommended Marmot brand to anyone for a few reasons. Had a pretty frustrating experience with the company after purchasing a gore tex raincoat. After roughly a year, the jacket leaked and the zipper broke...

The most frustrating part has been redeeming the credit for my jacket. Marmot customer service team is very impersonal, and VERY slow to respond. I don't plan on getting my purchase anytime soon. Have emailed multiple times over the past year and have had either no response or a very slow, unprogressive reply. Super disappointing to see a company like Marmot shifting their focus from customers and quality.

Seeing a notice somewhere that Marmot has a lifetime product warranty reminded me that I had a 20-yr-old Marmot raincoat whose inner lining had peeled off. I thought: wouldn’t hurt to try to submit it under warranty, even though I expected I’d be out of luck since I didn’t have the receipt and so much time had passed. I submitted a claim, provided the requested photos, and was surprised to be issued $150 credit, enough to get a replacement raincoat. It blew my mind that Marmot was willing to replace a 20-yr-old product. Best warranty experience ever.

As I go to post this, I see someone else had exactly the same experience I did with the same kind of product. I echo her enthusiasm for Marmot.

Don’t buy the “we stand by our products” claim. My rain jacket showed discolored spots after first wash. It’s five years old and rarely used, but didn’t think that mattered, given their claim. They would not replace my jacket. Patagonia customer now!

I have an old Marmot waterproof raincoat and the inner waterproofing started to flake off. I had no idea when or where I purchased it, or how much it cost. I contacted Marmot via their website and provided details and pictures as requested. They determined that it couldn’t be fixed and provided me with a very generous credit, based on the estimated original cost of the coat. I ordered a new waterproof coat, similar in design to my old coat. I received the new coat a few days ago, only a few weeks from the original warranty claim. I am a Marmot customer for life!

Contacted Marmot customer service 6 weeks ago and received an email reply that they would reach out in two weeks. A month went by & I called their “customer service” line. That’s minutes of my life I cannot get back…After reading these reviews, I sure don’t want to send a virtually new jacket with an improperly sewn side zipper…Will try to find someone to repair. Will not waste any more time with this label. I am done with Marmot. I too am sold on Patagonia! Sadness….

Sent in a parka for a warranty repair of a bad zipper in November; it is now March and we cannot get any information about when we will get our item back. We received an email saying it was next in line two months ago but it seems to have disappeared. We have not received any response to requests to get the parka back even if it's not fixed. I will no longer pay for Marmot products if a warranty means they steal your belongings.
UPDATE: After 10-15 attempts to email and call the warranty center itself were unsuccessful, we emailed the regular (non-warranty) customer service line with threats to take legal action if they failed to return or replace the (very expensive) coat. It took some time to hear back, but we were finally offered a replacement. Upgraded my review from 1 to 2 stars, but will not be shopping with Marmot again.

Their warranty service is worse than abysmal - don't count on them even honoring their warranty. I wouldn't recommend buying their products. This does not appear to be industry wide....I have warranty experience with Mountain Hardware and it was stellar!

I bought a Marmot Eclipse EvoDry jacket less than 2 years ago and the water never really beaded off of it that well. Now it literally just soaks into the jacket. I bought it on sale directly from Marmot but the original price tag on this jacket is $250. It says on one of the tags "STAY DRY GUARANTEE - A lifetime of rain protection". I still have all of the original tags, receipt, and the original packaging it came in. I have been trying to get a hold of the company to either fix it or give me a replacement and they are not getting back to me. I have put in a claim with Marmot Warranty & Repair and they were supposed to get back to me 5 days ago at the latest and still nothing. This company is not what they used to be. They are liars and do not stand by their product. The quality of the products and the customer service are trash! DO NOT WASTE YOUR TIME OR MONEY!!!