MarmotReviews of marmot.com

Terrible experience. I ordered an item directly from Marmot online that was shipped 3 weeks ago and I still haven't received it. Further, I have tried contacting their customer service through the form on their website about my order and received no reply, plus tried calling Marmot several times but got the message that their customer service dept. was "too busy" and could not take my call so I should try back another time. What??? What reputable company doesn't have a way for customers to connect with them? I know there potentially may have been delays due to the holidays and COVID, but I planned ahead when buying gifts and had no trouble receiving orders in a timely manner from other companies. I love Marmot products but will never order directly from them again, and am seriously rethinking whether I will buy their products at all in the future.

I returned a jacket, it was received by Marmot about two weeks ago. I have since received no information about my refund status. I have tried to call customer service numerous times and it always says they are too busy to answer. I have contacted them through email as well - no reply. If you are looking to purchase from this company, I would advice you to stay far away. Update: after disputing the charge on my cc and posting this review, Marmot customer service finally reached out and provided my refund.

I have tried to return one of the items I bought for almost a month ago multiple times and still NOBODY has reached out to me

What a truly disappointing experience. This might be my worst online shopping experience ever. I ordered from Marmot on the 6th and the order is still "processing". I was on hold for 45 mins last week after calling about the order and the person on the call assured me that it would ship out by the 14th at the latest. It is now the 15th and no shipping labels have been created. I understand that regular processing times are 1-3 business days and to give 3 extra days for COVID, but it's been 7 business days with no communication. I tried to call them again but was put on hold for an hour, so I gave up. I also emailed them a week ago but received no response. At this point, I just want to cancel the order. However, I'm unable to reach anyone to ask them to cancel. I understand that there may be staffing issues due to COVID but putting customers on hold for hours is such a bad practice. I've ordered stuff from other outdoorsy websites during COVID, such as Patagonia/LL Bean/Backcountry, and I've never waited over 5 mins for a customer service representative. To anyone reading this review, I urge you to order Marmot products off of different websites, such as Backcountry, Moosejaw, Zappos, etc. I ordered the same Marmot jacket off of Campsaver on the 9th and it arrived today on the 15th. Meanwhile, I'm still waiting on my Marmot order to be processed (let alone shipped), even though I ordered it earlier. I had to order the jacket off a different website like Campsaver because I was afraid of something like this happening based on all the other reviews about Marmot on this website - I was hoping to get the jacket before the 18th, but it seems pretty hopeless at this point.

A zipper broke on a coat I had owned for less than 2 years (and used for just 2 seasons). I went to get it repaired and after sitting on hold twice for 30+minutes was discounted from the call center and then on the second call given a brief answer and disconnected again. I also tried shipping the product but would need to pay $25 (I asked for free shipping and was denied) which costs more than it would to just repair myself. Their warranty is completely worthless. Very disappointed that I splurged and bought this brand. You would think a company that prides itself on quality would care more about their customers.

Do not purchase from Marmot. Zero customer service. They used to be a wonderful company with great service, unfortunately when I needed help with my last purchase they do not respond to any correspondence. I am still owed a refund and it is basically theft if it is never processed. I don’t know what has changed within the organization but I am very disappointed.

I bought two Marmot items recently - a base layer pullover and down jacket. The pullover began to pill almost immediately and the jacket began losing feathers right away as well. Customer service with the company is non-existent. I guess all I can do is not buy any more Marmot products. Which is a pity because years ago they made good clothing. What happened to this company?

I ordered a jacket, got a order confirmation number. Waited 5 days but received no other information. Called them they said jacket was out of stock, and that all the jackets were gone. Told me I fell through the cracks in their system, and she could not help me. BAD! Never will try to buy a Marmot product again.