MarmotReviews of marmot.com

I'd give 0 stars if I could. Their customer service is absolute rock bottom, awful. We bought a 6P tent, and used it exactly once. The poles got bent. We sent them a message asking if we can get replacement poles. They told us that under their warranty, we can get a whole new tent if we mark our current tent with permanent marker. As we live in Canada, this worried me, as I didn't want to pay for shipping, duties or any new tariffs on this replacement tent. They assured me it would be sent from a warehouse in Canada. I asked again if we can just get new poles as we don't want a whole new tent, the tent was used ONCE! It was still brand new.. they insisted they can't get us poles, only a new tent. So we mark our tent, send them the photos and ask for a new tent. They did not send us a new tent, as they didn't have it available in their warehouse. WHY IS THIS NOT CHECKED BEFORE WE WERE ASKED TO RUIN OUR TENT!? After countless emails back and forth and 6 weeks later, all they could send us was a 3P light tent. Half the value of the one we bought. So now I am sitting with a marred tent and a 3P tent I have absolutely NO USE for, even selling both tents together would not get me back the money needed to buy another of the same 6P tent we had. Useless company and I will never, buy Marmot again.

They literally do not respond to repeated emails or phone calls to resolve issues. I have been a 15 year customer and will not use them again. Horrible customer service

Since I trashed north face yesterday over the customer service or lack there of, I felt it only fair to point out a stark contrast in the way the two companies handle customer service and warranty. North face had none and wouldn’t replace a five cent zipper on a jacket. It cost me $15 to mail to them because I I was told they had an unconditional guarantee. On the other hand, Marmot, while a little slow in responding (although it was right after Christmas and I’m sure they were slammed) gave me store credit worth four times the original item’s MSRP and shipped it overnight. That’s how you gain and kick customers. And of course, a good product.

Lining on Precip Rain Jacket coming apart, and peeling away in various places after 4 years of minimal use. Only worn in the city when raining. No hiking, cleaning, sweating, bug spray, spf, salt (from sea) or anything else that would degrade material. Marmot first asked re cleaning of jacket, I told them I hadn't cleaned it as it hadn't been necessary. They then suggested that not cleaning the jacket, and sweat and salt was the cause. I said there had been no need to clean it as it was never dirty; it was not exposed to salt (don't end up at the seaside in the rain), and I only wore it the odd time in the city so sweat was not the cause - also the jacket degraded in places where sweat, would not have been an issue. They then said the claim was to be rejected with no reason as to why the material, which is supposed to have a lifetime warranty (both material and workmanship are under this warranty) had degraded so much. Looking online, I can see many other people have this same problem with this jacket. Some reported similar problems with other high-end jackets, but these companies had adhered to their warranty and replaced the jacket. So disappointed in both the quality of the jacket, and the support from Marmot. I would not buy from them again. My lower-end previous jacket lasted about 20 years, and apart from the ventilation zips in the Marmot which I loved, worked every bit as well.

I bought a rain jacket and pants from them and never used it. I had it in storage for >10 years. I found out the waterproofing fabric inside the garments had disintegrated and crumbled. I contacted them about their lifetime warrantee and they told me to jump through all kinds of hoops. I had to take pictures of it. But they wanted more specific pictures. I sent this to them. They initially offered me credit for the items. They then asked me to write MWN on the garments and to show them a pic. But I threw the garments out! When they found out I now live outside the U.S., they declined to warrantee the items since I also didn't send them a pic with the 'MWN' on it. So if you wear the garments outside the U.S., the warrantee is invalid? Even though I am a U.S. citizen and bought the garments in the U.S. What the heck???? Why put me through all this hassle to ultimately come out with an excuse to tell me: too bad, so sad. I will never buy anything from Marmot again!

Purchase at the end of last month was confirmed by the site, then got a vague email about a delay a few days later. No updates for 2 weeks on what happened or why. Turns our my credit card got defrauded after the purchase with Marmot and they cancelled my order without my knowing.

Purchased A Marmot 4 person Midpines tent. used it twice before the tent pole snapped, Marmot claimed they no longer had any of the same tents in stock in Canada, I asked for a replacement tent pole, they apparently don't have any to spare. They offered to send me a 3 person tent as a replacement, turns out they don't have any more of them either. Now they are offering me a 2 person tent of lesser quality. I have been using Marmot tents for 20 years, not any more, don't waste your money on this product, the quality no longer reflects the cost.

I bought a Marmot knitted sweater with zipper closure last year. First pills started to appear in about 3 months time. After half a year it started looking terrible. There is no other complaints about this product. It is warm and comfortable, but I can't use it. Another problem with Marmot is that their system is designed to accept complaints from people living in the US, Canada and the UK. What about others? I bought mine in Dubai. Why should not I have an option to inform the company?