MarmotReviews of marmot.com

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.