MarmotReviews of marmot.com

Honestly speaking, the item looked nothing like the listing pictures, honestly, which left me chasing them for weeks. 2 out of 5 stars from me.

The quality is good but the customer service is completely non-existent!

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?

Sent in a parka for a warranty repair of a bad zipper in November; it is now March and we cannot get any information about when we will get our item back. We received an email saying it was next in line two months ago but it seems to have disappeared. We have not received any response to requests to get the parka back even if it's not fixed. I will no longer pay for Marmot products if a warranty means they steal your belongings. UPDATE: After 10-15 attempts to email and call the warranty center itself were unsuccessful, we emailed the regular (non-warranty) customer service line with threats to take legal action if they failed to return or replace the (very expensive) coat. It took some time to hear back, but we were finally offered a replacement. Upgraded my review from 1 to 2 stars, but will not be shopping with Marmot again.

Ordered a $650 Marmot down parka from their website. My ordered fell into a blackhole. I called customer service after waiting for 5 days to get an update, they said “processing”, what ever that means, told me I would get an update follow day, haven’t heard a thing, Stay away from their website. If I don’t hear or get an update in a few days, I cancel and my Marmot order and order a down coat from Patagonia, which I should have done in the first place. At this pace it will be spring 2023 before I get a coat from Marmot.

Maybe it was my fault that I didn’t read the return/exchange policy before I bought from Marmot but I assumed in Covid times that they would be like most other online companies and I would be allowed to exchange an item. I bought a shirt for my brother for Christmas and while it arrived on time, it was a size too large. He wanted to exchange it for a smaller size but Marmot said that they do not do exchanges only refunds. I was pretty bummed because he liked the shirt and asked if they could possibly make an exception. It took forever to get through to them and when we did, they just said no. They told me that I could buy the shirt again in the smaller size but they would only do a refund. I considers that. So we mailed the shirt back 1/2. I got an email from Marmot saying they received the shirt 1/4 but they did not refund my credit card until 1/27. So no, I would not be rebuying the shirt a month after Christmas. I bought him something else from another company. Needless to say I will not be purchasing anything from Marmot ever again. Who doesn’t do exchanges for online products that need to be tried on?!

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....

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.