Marmot Avis 147

No info about how to return a product. There email system does not work to request info on returns. There phone system doesn't work. Terrible customer service. It's really customer disservice.

SAVE YOURSELF THE HEADACHE!!!
The customer service representative answered and hung up on me four times!! Then when I finally got someone she was no help and her supervisor was unavailable. I was calling about a order that said delivered that I NEVER received.
It is not worth it!! I repeat it is not worth it!!

Hi, earlier this year I bought a Marmot Pre Cip Eco jacket. I've worn it 5/6 times, but not in heavy rain just light showers. Today I went out in heavy rain for only around 15 mins and the jacket failed completely. The jacket let water in throughout. I was soaked. This is extremely disappointing. I cannot recommend this jacket as it doesn't live up to expectations and I certainly can't trust it out walk in on the hills.

They're Dividing Humanity, in their eyes we are not all the same. They are running a grant program that you can apply if you only have the right skin. I'm Hispanic, I'm included but others are not and this is what has been killing humanity for thousands of years, we can do better than this today

I couldn't agree more with the majority of the reviews. The tent pole broke after 20 uses. I could have returned it to REI, no questions, for a full refund. Instead, I sent the tent poles, including the broken one to Marmot warranty in late February 2020. Understood Covid happened. Yet there was no communication for over two months. After multiple calls, I reached someone who agreed to help. Ultimately, in June 2020, I received the one broken pole replacement but Marmot did not return the other two poles I sent. I tried to track down the missing poles to no avail. I also tried to purchase the missing poles (the website says they do this)--also no luck. It is now 14 months' later. I had to purchase a replacement tent for $200. No word, apology or acknowledgement from Marmot. Again, the disruption of Covid is clear. Nevertheless, Marmot had no problem continuing to sell new merchandise while it completely abandoned any warranty responsibility for items it had already sold.

Marmot customer service is amazing. I returned a tent that had some issues with the waterproofing coming off. I had had the tent for a long time. They quickly issued me a credit. I called and ordered a new tent which was $20 more. They waived that add'l charge and shipped it to me free immediately. Doesn't get much better/easier than that!

We had a Marmot tent rainfly fail and they gave us a credit after we sent it back (yay!)
Gave us a number to call to place a new order. That's hilarious. Never gets answered, worst IVR in HISTORY. Then you leave a voicemail that never gets returned. Ever. Even after 5 voice mails. Then you email corporate and 2 WEEKS later they love me off with a "notified the right department" email and 1 week later STILL NO REPLY FROM MARMOT. Here is Marmot's New 2021 Tag Line: "Marmot: The best gear on the planet serviced by the most apathetic people in history."

Ordered a jacket online 3 weeks ago, got an order confirmation but the website said it has been processing this whole time. Sent multiple emails asking for an update to customer service but received no responses, and tried calling the help line multiple times and got an automated message saying the wait times are too long and then hangs up without me being able to speak to a rep! After days of calling, finally reached someone on the phone who told me because it hasn't shipped yet, the jacket is out of stock and the order won't be able to be filled. This is just ridiculous! The 3 day shipping promise is a lie, and how can you trust the website anymore if you have no idea if they actually have a product in stock. This will be the last time I buy anything directly from the Marmot website.

Don't ever buy from Marmot, scam place.
Worse scam ever. Tracking says delivered but I was waiting all day for the item and nothing. I tried reaching out to Marmot customer service and emailed them, no response! Scam scam scam, I can't get a refund because FedEx shows delivered AND I never received the jacket!

It has to be truly amazing or truly terrible for me to write a review. Marmot is, sadly, the latter. It was so bad that I checked more than once to see that I wasn’t on some spoofed site. As many reviews have stated, this is pretty par for the course and Marmot has lost me as a customer.

I ordered a shirt that was being featured in sale ads but made sure to pick my size in a color that was in stock. Order confirmed but 2wks later nothing. One customer service line disconnects you. The other claims they are in training. I finally IM’d w/ a rep who informed me that the order was canceled but I wasn’t charged (we’ll see) then promptly ended the chat. Since you obviously can’t fulfill orders, maybe at least send a boilerplate email informing your customers?

Marmot began from 2 friends in the 70's who cared about putting out quality products and providing great customer service. I've purchased tents and bags with the Marmot brand over the years and never had a problem, but I've always dealt with online gear sellers and never directly with Marmot. I made the mistake of purchasing recently directly from Marmot with the following expectations as currently stated on their site:

Free 3-Day shipping and free returns on all orders.

Terms & Conditions
Please note: 3-Day shipping is the speed of the shipping. Orders take 1-3 business days to process before they are shipped. Please consider this timeline prior to your purchase.

Marmot if you can't meet the shipping parameters you've stated then by all means update your website to state that it may take 2 to 3 weeks to process your orders and don't stick your collective heads in the sand and pretend nothing is wrong...
It's now in the 2nd week and soon to be starting my 3rd week for me and I found out they don't have adequate phone service for any semblance of a Customer Service Dept. When I login to my account it still shows "Processing" whatever that means. I did get an automated reply to my online query but to date no one has responded which from what I've read on these reviews it seems to be par for the course. Your company needs to take lessons from Patagonia and North Face when it comes to how to run a successful business...

I purchased a coat last November. It was a beautiful coat but a little snug in some areas for me. I submitted for a return and was planning to re-purchase in another size. My return never made it... it was lost by the delivery carrier. Now I do understand that this is not Marmot's fault but I did reach out to Marmot to try and figure out what I was to do once I realized my coat was shown to be in Salt Lake City for several weeks but hadn't made it to Marmot. I wasn't sure how to proceed since the shipping label was generated by Marmot not me. No response. They do not have a staff that answers phones. There's no option to even leave a message. Their website says their staff is working from home. I submitted online forms. Crickets. It's been months and I've never heard back in any way, shape or form.

Customer service never responds to inquiries. I have been a customer for a long time and I have bought many items from Marmot. After having some problems with some of their products I reached out several times. They never respond. You cannot get in contact with them. I do not understand but there are plenty of other similar companies I can give my business to. For my most recent request all I needed was replacement buttons because multiple broke and even them telling me "no" would be sufficient. I still like their products but if you have a problem you are on your own.

I was given a Marmot jacket for Christmas. Within a month the fabric had pllled up worse than I had ever known. Marmot has made their customer service web site not to work. It is also impossible to talk to them on the phone probably too many people complaining about the quality of their products
Neville Duffield Cincinnati

Terrible. Bought a jacket online and then was told it was out of stock a week later and offered nothing for the inconvenience. Left a review and Marmot screened it out. So apparently their customer service team focuses only on removing negative feedback, not resolving it. Never will shop with Marmot again.

I ordered a jacket from marmot 2 weeks ago on marmot.com, it says 3 business days shipping but it never get delivered. The status is always “processing”, I wonder if they are making every jacket from the scratch by one person. I’m calling every day trying to cancel the order. I never expected this would be so slow and such bad experience.

Customer service non-existent. I ordered a “del norte” shirt. Got here and the bag looked like someone had skidded over it with a forklift. Tore open and a big grease(?) stain over the right side pocket. Sent 3 emails to what Marmot implies is their “customer service” department ... Crickets. Not even an acknowledgment that my multiple emails with pics were rec’d. Thought I could get their attention by posting a review on their site. Got an email back 5 days later from one of their corporate tools saying that my review did not survive their “moderation” panel. Just a bunch of socialist loser a-holes. “Never again” with these morons would be an understatement.

I attempted to give the following feedback and then received a message from customer service saying it did not fit their criteria: Paid for 2 day shipping jacket arrived 2 weeks later. I ended up buying a different jacket for a trip. Send a message to customer service x 2. Never heard back. Returned jacket, received an email saying it could be 3 billing cycles before I receive a refund. Never would purchase anything ever again. And I am still out $16 for expedited shipping.

Planned a camping trip to Colorado. Ordered a sleeping bag from the company's website 3 weeks before my departing flight. All references to shipping time stated "3 business days."

It became clear after 2 weeks of no tracking updates that my order would not arrive in time so I called customer service and got a message that they were "receiving too many calls" and to try again later and then the line hangs up. Gee, I wonder why they are receiving so many calls. Can you imagine actually advertising a CUSTOMER SERVICE phone line on the Internet that hangs up on your customers when you call? Insane!

I followed up by email to request a cancellation and refund of my order so I could use the funds to procure a sleeping bag after arriving in Colorado and received a canned response that they had "received my message" and over 8 days later I have received no response to my email.

Ironically, the bag arrived the day I got home from my 5-day trip.

You can call this company and get a recording. You can email this company and get an automated response. Who do I call or email for actual customer service? Shame on you, Marmot. I will be disputing the charge with my financial institution and I will never buy another Marmot product again.

Terrible horrible customer service! I received a coat I purchased in the mail and it was burned and destroyed--not wearble!! After two emails with pictures and calling customer service multiple times, waiting well over 30 minutes no one ever picked up the phone. Don't waste your time. Still have no refund nor have I been able to get anyone on the phone.