Marmot Avis 147

Based on my experience with Marmot's warranty department, I will avoid the brand going forward.

The Marmot warranty looks amazing on paper, they cover your stuff for life! But in reality, the warranty is horrendously slow. You have to pay to ship your item to them. Then they will take MONTHS (not an exaggeration) to get your stuff fixed. They have had my jacket for over two months to replace one zipper.

Go with a different brand.

Good luck getting them to respond. Two years ago I tried to contact them via two different methods regarding a suggestion on repairing a tent I recently had bought. No response. Recently another tent I have started leaking and ruined a trip we were on. I again tried two different contact methods to seek guidance on what to do. No response. We own three Marmot tents along with thousands of dollars worth of other gear and clothing from them and I can't say that I'll be a customer again. Customer service with outdoor brands is not what it used to be, but I've never had such a lack of it with the other brands.

these guys used to be a good company but now they have terrible customer service. After exhaustive research and 'guidance' they steered me toward two bags that I bought for me and my new husband as a wedding present that were supposed to zip together and we discovered upon arrival that they didn't. I then tried to get in touch with them for months and months but they had some outgoing message saying they were always in a meeting and no way to leave a message. I sent emails and never heard back. I finally gave up (it was 2020 after all and I figured i would try again at another time). Finally a few months ago, after two years of having the wrong bags, I sent an email and lo and behold got a response! I said I wanted to send in at the end of the summer season when I knew I would be done using the bags and they said, no problem - let us know when you are ready and we will give you instructions. well, I have tried now to call and email several times and can't reach anyone. I am nervous even if they do respond to send in my bags that I may never see them again and have no recourse if that happens. Super disappointed. Worst customer service I have ever experienced from an outdoor gear company.

I would not recommend Marmot and have had a terrible experience with their customer service and warranty department. First my jacket panel ripped clean in half in the washer (first time washing the jacket as instructed in a brand new washer). I filed a warranty claim, which took an obscenely long multiple months to process. Rather than be given a replacement (my jacket is still in production). I was given a credit. The credit can only be used via email or phone through the warranty department and cannot be applied to discounted items. This information is conveniently not included in the email follow-up.

I just feel like every part of this process screams Idgaf about the customer. Why are all of these restrictions imposed on this credit when you all can't even adhere to your own quality standards? I don't think I'll be purchasing or recommending another Marmot product after this.

I wish I could give negative stars to marmot. After using one of their tents just a handful of times it tore in 2 places. After waiting 14 weeks, we received our tent back from warranty, they didn’t fix one of the ripped spots and sewed a terrible patch into the other. I will never again purchase anything from this company. Their disrespect to their customers is unbelievable.
DONT PURCHASE FROM MARMOT

My limelight 2 tent fly leaked so everything inside got soaking wet. It has life-time warranty. Here is response form Marmot:

Hello,

I am sorry to hear about such issue and the wait, however at this point we do not provide or sell or replace rainflies. We are out of stock. I do apologize for the inconvenience this may cause.

UPD. It was totally crazy but I got a replacement. I'm afraid to go camping with it now as I don't trust the quality anymore :(

Marmot has terrible customer service. I purchased a jacket from them that fell apart within a few months. I made a warranty claim, and instead of replacing the jacket they gave me credit that I could use. Using the credit proved to be impossible. I was instructed to call their warranty department, and the hold times were extremely long. And when I finally got someone on the phone, they told me they couldn't help and to email customer service instead. The emails I sent to that address, however, kept bouncing back. I still have been unable to get a replacement from them. I will never buy a Marmot product again.

This is in an email from customer service: high volume of repairs, up to 5 or 6 months to repair, no reimbursement for shipping,

" Please, bear in mind that we are still dealing with a backlog and it may take time for warranty team member to contact you. Our current full repair time is 7– 9 weeks: Evaluations 3 –5 weeks | Repairs are an additional 2 – 4 weeks.

Please note, If we continue to experience a high volume of warranty repairs, and our responses will temporarily take longer than normal. We apologize for any inconvenience, and appreciate your patience and understanding during this time.

Thank you for your understanding and I apologize for any inconvenience caused.


Marmot Consumer Service "

I bought a limestone 8 tent. It was missing awning poles. It is clearly stated in red that the poles are included. They are not. Customer service replied that they were available for purchase but not included. When I called, they said they would look into it. After 1month, they decided that they were going to send me the poles and would send me the poles. We are now at 3 months, still no poles. A week ago I was told they would ship in 2 to 4 business days. Still nothing. I have talked to the store I purchased it from and they will honour the return. I am done with marmot. Worst company ever. I wish I could rate it 0 stars

Paid EUR145 online for a rain jacket in December 2021, have still not received it and Marmot refuse to reply to my emails. I would say: never use Marmot. They steal your money, full stop. I intend to sue them through the Small Claims Court but above all, I want to warn all consumers off them.

never use this co. never. i returned a jacket and my credit card I used was inactivated so they just decided to "send a check" but I never got the check and every time I called - waiting to get my $320 back, my call would be dropped.

STAY AWAY FROM HERE !!! This will be the "first" & LAST time that I ever order from Here !!! Once you have invested All the time it takes to, finally, decided what you want then, place your order, you think you're "done", but you're NOT, because Now, you get to be Jacked Around, by somebody, in INDIA, that has, absolutely, No Idea WHAT is going on with your order, that Over a week later, still has NO TRACKING NUMBER & may be "Out of Stock", by the time they get to it, if Ever !!!

This is nonsense and unacceptable.Warranty department made me for so long over the the phone and as soon as they pick up they disconnect.They dont want to hear a thing.Bye bye Marmot..No longer Im going to purchase or have my family purchase from you

DO NOT USE marmotsaleuk.com
I bought a Marmot coat recently and going through the checkout, the price was dropped under £100. It seems credit cards aren’t interested in refunds/ claims under £100. I received no confirmation from the website sale, there is no way of contacting them other than by email, to which they don’t respond. The website do not honour the sale but are successful in getting payment.

20+ years Marmot customer here.
I got a lot of Marmot product over the years from jackets, pants, gloves, hats, to sleeping bags. I was a happy customer and used their warranty services with great satisfaction.
But it looks like Marmot has changed ... Last warranty started fine and they issued me a good refund for my expensive ski pants that could not just be fixed (they were still functional though) and I was happy looking forward buying new pants this season.
The catch is that I have to call to place my order. Here is where it went bad. I've been calling for this since November and waiting for hours just to be dropped. Other times I got the we are "in training" message others reported here. I tried emailing too but no answer. I tried replying to the ticket I already had, no answer.
Then I called the non-warranty phone number and after one hour on hold someone did answer. Nice person but could not honor my credit, just took my info and said she will forward the info to warranty department. They replied the next day asking what item I'd like. Surprise that they replied on the same warranty ticket. So the ticket was still alive.
I replied with what I wanted and then again total silence to this day.
In the mean time the item that I wanted (pants to replace the old pair) is sold out. So now I have to buy some pants out of my pocket.
So the moral of the story is do not buy Marmot if you care about warranty. If you need to use the warranty ask for them to fix the item or just to send it back. Do not take the credit as it is useless.
BTW: I'm going to return the new Marmot jacket that I just bought from local retailer. I do not want to give them more business or have to deal with this kind of service again.

Bought a couple of coats and haven't received Shipping info in a week. I tried calling customer service but they will not pick up. Sent an email and also have not received a response.

AVOID! Appalling company. Ordered a jacket on line via marmotsaleuk website then cancelled day after, Payment system shows different payees so seems like a SCAM. No replies from emails, get bounce back, When I threatened with Bank Disputes system, did get a reply but they plead with you to keep your order! Cancelled 0rder 24/09/21, now 10/12/21 still not received even though they say in process of refunding. Now referring to Bank Disputes system with Visa. AVOID them at all costs!

I would say terrible customer service but there wasn’t any customer service at all!! not on the phone not email none although they did send me a chance to review. What a joke

Horrible customer service! Waited 30 min with sales number to be told to call the warranty number, asked to be transferred but they don't have that capability in 2021?!?! Waited an hour with the warranty number, the representative was rude, unhelpful, didn't listen and kept telling me they don't have marmot gift cards... especially not the one I'm holding in my hand that read, ' never expires' . Representative hung up on me. I've tried to use this "credit", gift card...whatever words you want to use for years. Originally had 250$, now 104$. It has been nothing but a headache. This is not a covid problem, it's a company Marmot issue with customer service over the past 5-6 years. Will never shop or recommend to friends. Extremely disappointed...they can keep the 100$ and lose a loyal customer. Email system is garbage, all you get is generic answer to call customer service number. Good luck with that!!!!!

The marmot coats are amazing quality, I DO NOT AGREE WITH WHAT THEY STAND FOR but their coats are good quality.