Marmot Avis 147

Poor Customer Service. I ordered a tent online with Marmot on 9/10. I have emailed them twice and not received a response. I am currently on-hold, its been 42 mins at this point. Today is 9/21, no shipping notification or communication about delays, etc.

I just wanted to know when my tent was going to ship because I am going backpacking in October... but at this point I am just going to cancel the order as I can't trust them to help with any issues that may arise in the future.

Very Disappointing. I'll update with more details after I get through...

Update: 57min on hold to be told that they did ship it but just didn't send me the tracking information. I still canceled the order and requested a refund because I don't have it... They said they'd reroute the package back to them. Hopefully that's the end of it.

Update 2: They sent it anyways. So basically their customer service has done nothing but waste my time...

I placed an order 10 days ago and have yet to receive any shipping/tracking information. The customer service number is answered by a voice message stating that all the cs reps are in a training "to better serve" me. Well, apparently the training goes on for days because every time I've called, I hear the same message. I reached out to them by email yesterday and have not received even a courtesy automated response acknowledging receipt. Pretty sure there is no actual customer service department.

I always base my experiences on customer service and quality of product.

To be quite frank, they have less than average customer service from my personal experience. I placed an order on 9/1/20. It was supposed to be shipped on 9/2 or 9/3 (as per the purchase order receipt). I called customer service a few days later because I did not receive a shipment confirmation email. It took me two days to get in contact with someone (don't bother writing an email). When I finally spoke with a customer service rep, she was argumentative when I told her my order did not ship on time. She stated there are shipping delays because of COVID-19 and it said that when I made my purchase. I advised her if that is the case, it should not state the complete opposite on my purchase order receipt. She also stated Marmot is a smaller brand and it is tougher for them to keep up because employees have been furloughed.

I don't need to hear a sob story. I am paying for a service and that is what I expect, end of story. Don't advertise for promises you cannot keep.

Long story short, I was told the order will not ship until approximately ten days after the order was made. Well, that made my decision quite easy..... I will not order from Marmot again.

It is unfortunate because they make good product. I'm sure when I receive the items, I will be satisfied and that is why I am giving two stars. But again, as for customer service, they still have work to do....

Super slow and super unresponsive. Not very friendly. Maybe they need a raise or give their jobs to someone who gives a rat

I bought a Marmot Limelight 3P tent a couple years ago. I used it about 3 times and the teardrop plastic window in the rain fly fell out. I contacted Marmot who asked that I send them the fly for inspection. I sent it in November 2019. They emailed and said they would replace the fly under warranty. Multiple attempts since at calling and emailing for updates are unanswered and 10 months later I still don't have the replacement fly so the tent is unusable. Poor quality construction and poorer warranty service. I will not recommend these tents to my camping buddies.

I purchased a pair of Marmot walking shoes from Blacks, with very little wear the stitching came undone on both shoes. I was really surprised that Marmot put such a rubbish upper on vibram soles.

Worst customer service! Wish there is a negative rating. First time buyer for camping gears and was so excited for my 1st camping experience. I chose Marmot because it advertised 3-day free shipping. I ordered a couple of items on May 21, 2020 around 3pm EST but didn't received any tracking info until May 26. So I called the customer service to inquire about the shipping status and it was not shipped yet. So I questioned whether it would be shipped today and I will be able to get them by Thursday. The agent said I didn't read their shipping policy carefully. Under 3-day shipping, it says "ordered received within 2-4 business days". What does it mean? She kept pointing out to the phrase and said i order the after the cut-off time on Thursday so it was technically ordered on Friday which was a business day. When I pointed to that, she changed her word and said it takes 1-2 business days to process and then 3 days for shipping and tried to educate me that I don't understand the policy. I would have ordered them from somewhere else where i can pick them up. I just didn't want to travel in the midst of covid 19 and I trusted the 3 day shipping policy and ordered as I thought I have enough time. They sure know how to cheat customers and don't feel sorry at all. The agent's attitude was very arrogant and she blamed my lack of understanding for their tricky/sneaky shipping policy.

Bad customer scervice. After several long emails from me they finally replied with, the information they withheld, that they use dangerous chemicals in their products that is similar to the now banned PFOA also known as c8. They apparently use the c6 knowing that it could cause cancer and hormonal disruptments in the body, and that it definately does bio accumilate!! PFHxA = c6

i bought a marmot rainjacket years ago and after a year or so the inner layer came off. marmot has a lifetime warranty on their products.
therefore i opened a support case on the marmot site. i had to deliver all information and it took a while for marmot to respond.
three weeks ago i was informed that marmot would send me a brand new jacket in a similar (actually 30 bucks higher) price range as my old broken jacket.

thank you marmot, i appreciate that
i love the new jacket

Returns sent January 2nd via Federal Express. Today is January 21st, no corespondance what so ever. Return arrived? Processed? Refunded? Nothing! Absolutley ridiculous. Get with it Marmot!

Ordered an item around Black Friday at a good price from the store. As it was from the US I used An Post to forward the item onwards. However, I never received the item or communication from the customer service. After following up myself i was informed that apparently Marmot really dont do this kind of business and will not ship the item as the shipping address doesnt match my billing address. Considering I live in a variety of countries, these never do and never will from my perspective. I have done this same system with just about every other vendor and wonder how they call themselves a global business. I was later informed it was decided that the item would be shipped. After waiting another 2 weeks contacted them again only to find that they decided not to ship the item at all. I can only suspect that they either didnt have the product available or simply one of the staff members wanted it for themselves. My first and last experience with the brand! Considering I will be doing Racing the Planet this year I will certainly be communicating my thoughts on my experience with the brand.

To start with, the tracking to receive my product was poor. The product runs small. The worst part of Marmot is the customer service. You have to wait on hold for 15 minutes (or longer) and listen to this very annoying (not pretty) piano music. I iniated my completed return on December 16th, today is January 3rd, and I still have yet to get my credit back. The customer service person told me they are running behind. Seriously, 18 days later and i have not gotten my refund. That's poor cusotmer service, and I would not order directly from Marmot again.

Very poor customer service by phone and email, but I finally got through. Turns out they have very few customer service reps available by phone such that the San Francisco store stated the wait time was averaging two hours. Here's the trick. If you can't get through, call a store directly--San Francisco, for example--they'll get someone from their main office to call you back. That's what I did today and I finally received tracking information and an opportunity to ask a product question. Hopefully, they'll improve the main customer service line and email response times.

They deserve negative stars. I bought a rain jacket from them that was quite beautiful, but then fell apart after wearing it only a few times in non strenuous conditions. I emailed their customer service team. They didn't email me back. A year later I emailed them, opened a return, and tried to contact them numerous times after they failed to meet their own stated timeline for getting back to me. I imagine someone is just deleting the emails that come in. Unacceptable. I will never buy a marmot product again. Neither will my husband and family, and I will advise everyone I know to go with a company with actual customer service. The other experiences I have are with gore-tex - phenomenal customer service, and osprey - excellent. I have heard from friends about their good experiences with companies like MEC, Patagonia and The North Face. NEVER AGAIN MARMOT.

Bought a down sleeping bag. After only a few years (with perfect storage) it is loosing all its down and its useless. I contaced customer service who told me to give my contact information and then the European department of Marmot would reach out. They didn't. I contacted them again. No answer. I contacted them again. No answer.

If I'm not contacted my Marmot soon - I have to say NEVER Marmot again.

This is what I tried to post to Marmot’s review page regarding the Knifes Edge jacket. They refused to publish it. The strange thing is that I received a confirmation mail that they won’t publish this review, but I still haven’t heard anything about the warranty issue despite the fact that it has been almost 2 MONTHS since I started this claim. As stated by others on this site, Marmots customer service is APPALLING. Definitely the worst I have encountered by far. Shame on you Marmot

First, this jacket is a piece of junk! Yeah it’s a nice looking jacket with nice features like pit zips, gore-Tex and excellent packability, but it is TOTALLY USELESS in rain, which isn’t good for a rain jacket. The first time I took this out in the rain, I was DRENCHED after less than 15 mins in barely moderate rain conditions. I have had this jacket since June and I have barely used it, still one the pocket seams has already come unglued. Marmot is charging $225 for this jacket which is an absolute joke. The jacket isn’t waterproof, it’s poorly built and has an extremely poor value for money. But that’s not even the worse part. Marmot’s customer service has been APPALLING regarding the return of this jacket. I had been trying to reach them through their “contact us” portal but they NEVER even bothered to return my mail. Then I found an alternative mail for customer service, and after several weeks had already passed, they advised me to contact the warranty department, so of course I tried. It has now been almost 2 MONTHS and AT LEAST a dozen mails to the warranty department and absolutely no response from them. Seriously THE WORST CUSTOMER SERVICE EXPERIENCE I have ever encountered. I very rarely write reviews like this, and they could have easily solved this weeks ago, but Marmot has literally left me no other choice. When you write a review here you are prompted to “avoid writing about customer service, contact us instead” blah blah. What a joke. I have been trying to reach you since early August. SO DO I HAVE YOUR ATTENTION NOW Marmot???? I WANT MY MONEY BACK!!!

I have used Marmot gear for over 30 years. My last purchase the Limelight 3 tent had a catastrophic failure on my second trip. This was a 2 week trip to Alaska and on the first night setting it up the fly window came off.....the glue that held it in place apparently degraded. This could have been life threatening with all of the rain we experienced but we were prepared with duct tape and were able to effect a repair that held the window in place.
That's my first Marmot failure so I gave them some latitude on that. The customer service however is unbelievably bad. I sent the fly in for repair and they acknowledged that they've had failures with this glue and would sew and tape seal the repair under warranty. So far so good. Unfortunately that's the last I heard from Marmot customer service. I have contacted them multiple times via email (it is IMPOSSIBLE to get someone via their "800" number), and have never yet heard back from them. So I am in limbo....waiting for my tent fly to be repaired and sent back to me. Marmot's had a good reputation over the years but terrible customer service is a black eye that will follow them if they don't fix this.

I have a Marmot tent. It’s great, but the customer support and service post-sale is atrocious. I’ve emailed / phoned / tweeted at least a dozen times to replace a small part which broke - and the support is laughable. Probably the worst customer support experience I’ve encountered.

Ex Officio is a Marmot subsidiary. Don't do business with them on line or expect to be able to contact them to honor their warranty. I own over 30 pieces of their clothing and once I need to contact them. Impossible...and when I do get through they will tell you anything to get off the phone. They don't respond to Emails or their contact forms. The phone line get backed up and I have no idea how to get through and I've waited over 1/2 hour.

I am currently living in Colombia and have a Marmot back I got in the states which is falling apart after only 4 months. After finally hearing back from Marmot, they said I have to contact their distributor here in Colombia. I did, they said they cannot help me. I contacted Marmot again and they keep sending the same message every time... By far the worst customer service of any outdoor company. I am an outdoors person, and was very saddened by this experience.