MarmotReviews of marmot.com

I bought a jacket which had a lifetime warranty. The tag claimed highest quality materials used. The waterproofing well apart shortly after I bought it but I couldn't find the receipt and forgot it had a lifetime warranty. 10 years after I bought it I accidentally found the receipt and warranty. Marmot would not honour stating lifetime warranty did not mean lifetime warranty but a very conditional 5 years with lots of exceptions. The quality of the jacket was no better than other jackets 90% cheaper. Absolute rubbish quality.

I purchased from them directly as the website advertised on hassle 30 day return policy. The fine print: return policy works only if you never opened an item or set up a tent. I had set up the tent outdoors to test it, took it down after 30 mins, RMAed it, and returned it, paying for shipping. Without any explanation, the tent was delivered back to me. Then upon follow up was told that the tent had been used and the return was rejected. Perhaps they can explain on their website how a tent can be tested without it being setup, or stop advertising the return policy that simply does not work for tents.

I've been using Marmot, The North Face, and Patagonia for over 30 years. All of these companies, I use because of the quality of their gear and the lifetime warranty. All these years, I've had to utilize their customer service and warranty at least once. Marmot by far has the fastest, easiest and most responsive customer service I've encountered. The gear I've used has been for mountaineering, hiking, snow sports, and camping. I'm sold how well they stand behind their products...Way to stay competitive Marmot!!

Jacket I ordered too big. The company offers no exchanges. Wanted me to return the jacket. Pay the original amount for a new jacket. Wait up to a month to verify that the first jacket was not worn. Then and only then would they resend the size I needed with the discount I received on the initial order. Customer service, Angel, was intolerant and rude. won’t be ordering any more jackets from this company. I’ll stay with North Face or Patagonia for the better customer service.

Specifically looked for their return policy before purchasing a coat and saw "free returns" right below the "Add to cart" button. Decided to purchase. Got the coat and it was just not great quality. The shape was pretty awful and the size ran quite large by my experience. I went to return it and was denied because they said it was a "FINAL SALE" item. I went back to the product page and this time I did see the "FINAL SALE" across the top, but what does that even mean? Am I, as a customer, expected to know what they are inferring by slapping that banner on a page? Even then, that doesn't change the fact that the listing still says "free returns" on it. That's conflicting information. Why does Marmot get to decide which bit I should pay attention to? That's fraudulent. I've successfully sued online retailers for this sort of thing in the past, and I'm strongly considering it this time around as well. I contacted them about the situation via their web form but nobody replied. Two weeks later I got an email requesting a product review, so I left a 1-star. They replied to that (of course they did) with a canned email stating that I should reach out to customer service. Customer service told me to contact customer service. LOL W/E. I returned to the web form, typed up a whole message that explained the situation, and when I hit send, the form crashed. I gave up. It's just not a good company. Their prices are inflated. Their service is poor. Their website is buggy. Their product information is deceitful. I'll be shocked if they remain in business over the coming years.

Zero customer service. No email confirmation after order is placed and payment made. No update provided on a shipping date. Order just said processing. Would not respond to my contact message on their site. Finally stopped payment and cancelled the order. I am sure they are a SCAM company. Buyer Beware.

I own three Marmot Guides Down jackets - three different models. The first and second model are great. I assume model 14553 is the one weighing in at 1153 grams(from around year 2000), model 73060 at 1141 grams(from around 2015) and the new model 72590 at 754 grams - 387 and 399 grams lighter than the two previous models. You can see it, you can feel it, when they have taken out 1/3 of the down filling. It is not nearly as warm as my first and second model, which are great. My first has some holes, so its become a work jacket. Second is great. The reason I bought a third, was because this is the only jacket I use in the winter, and it was on sale, so I thought, I am going to use these until I die. First one I have had since about 2000. Second I bought in about 2015. They are very durable and the two first models set the standard for good priced, very warm down jackets. Hard to find better or cheaper. But the last model is far from the first two. No more Marmot Guides Down for me, I am sad to say. I will get a refund for the last one, because the norwegian store has great service, but its still sad. Dont buy Marmot down jackets - they will take out lots of down and never tell you anywhere on any websites. Also, I got two different stories from Germany and the US on the weight and down fill. US reply: "The weight of all three models - M14553, 73060 and 72590 should be comparable. This also applies to the fill weight. The weight difference might me caused by the size of the item - Small sized jacket would weight less than XL." Germany has a completely different story: "I have done some research and all versions of the Guides Down Hoody through the last decade were between 650g and 700g for size M. I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.”" I am still waiting for their reply. They should at least agree on the answer. Did they remove almost 400 grams of down or is my jacket an erroneus product. My entire letter, if anybody is interested: Weight of Marmot Guides Down Letter attached as word-document So, I have three different models of Marmot Guides Down, all size XL, and have weighed and tested them all against each other and there are remarkable differences. Marmot customer care USA says this: “Dear Sindre, Thank you for your reply. The weight of all three models - M14553, 73060 and 72590 should be comparable. This also applies to the fill weight. The weight difference might me caused by the size of the item - Small sized jacket would weight less than XL. If I can be of further assistance, please reply to this email directly. Thank you for choosing Marmot, Kacper Marmot Consumer Service Reach us on: 1-888-357-3262, Monday to Friday: 9AM - 5PM EST” - Benedikte Bore, with Snowbiz.no, got in contact with Marmot Europe, technical division and they say this: “The old Guides Down Hoody (73060) weighs 658g with a fill weight of 195g in size Medium. Unfortunately I only have weighs for size M on all styles, but + ~15% weight for size XL seems pretty plausible to me. I have done some research and all versions of the Guides Down Hoody through the last decade were between 650g and 700g for size M. I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.” - He claims the weight of my (probably last model of) Guides Down Hoody is correct. “I have no idea what he is talking about and with whom he might have had contact with, but the weight of his Guides Down Hoody is correct.” The problem is of course, that my two previous models of Guides down weighs almost 400 grams more each, both weighing just 12 grams apart. I assume model 14553 is the one weighing in at 1153 grams, model 73060 at 1141grams and the new model 72590 at 754 grams - 387 and 399 grams lighter than the two previous models. I can produce the models for inspection if anyone wants to confirm what I am saying! Its not just obvious through weighing the models, its easy when you take a quick glance, to see that the thickness of my two previous models is far greater than on the last model. It is simply far smaller in size, far less fill, far less warm. I tested all three models in minus 10 degrees celsius, which we had for some weeks where I live, and there is no doubt in my mind. The last model is not comparable to the previous two models when it comes to insulation/isolation. I buy Marmot Guides Down jackets, because they set the standard for seriously warm down jackets at an affordable price. I would like to continue to do that, but not if the weight of insulation has fallen by 37%, more than a third. I would like a full refund or another Marmot Guides Down that weighs about 1200 grams, like before. Thank you all! Best, Sindre Rudshaug, Fredrikstad, Norway.

I have bought a number of Marmot products in the past few years, and has warranty issues with 2 of them, ( the same parka , actually) . I had bought both of them on sale , about 60% off. The claims were processed promptly and I received a credit for the full price of both parkas. The credits were easy to use and now I have 2 really nice brand new jackets. My experience with Marmot has been very positive,