Marmot Reviews

I couldn't agree more with the majority of the reviews. The tent pole broke after 20 uses. I could have returned it to REI, no questions, for a full refund. Instead, I sent the tent poles, including the broken one to Marmot warranty in late February 2020. Understood Covid happened. Yet there was no communication for over two months. After multiple calls, I reached someone who agreed to help. Ultimately, in June 2020, I received the one broken pole replacement but Marmot did not return the other two poles I sent. I tried to track down the missing poles to no avail. I also tried to purchase the missing poles (the website says they do this)--also no luck. It is now 14 months' later. I had to purchase a replacement tent for $200. No word, apology or acknowledgement from Marmot. Again, the disruption of Covid is clear. Nevertheless, Marmot had no problem continuing to sell new merchandise while it completely abandoned any warranty responsibility for items it had already sold.

Marmot customer service is amazing. I returned a tent that had some issues with the waterproofing coming off. I had had the tent for a long time. They quickly issued me a credit. I called and ordered a new tent which was $20 more. They waived that add'l charge and shipped it to me free immediately. Doesn't get much better/easier than that!

We had a Marmot tent rainfly fail and they gave us a credit after we sent it back (yay!)
Gave us a number to call to place a new order. That's hilarious. Never gets answered, worst IVR in HISTORY. Then you leave a voicemail that never gets returned. Ever. Even after 5 voice mails. Then you email corporate and 2 WEEKS later they love me off with a "notified the right department" email and 1 week later STILL NO REPLY FROM MARMOT. Here is Marmot's New 2021 Tag Line: "Marmot: The best gear on the planet serviced by the most apathetic people in history."

It has to be truly amazing or truly terrible for me to write a review. Marmot is, sadly, the latter. It was so bad that I checked more than once to see that I wasn’t on some spoofed site. As many reviews have stated, this is pretty par for the course and Marmot has lost me as a customer.
I ordered a shirt that was being featured in sale ads but made sure to pick my size in a color that was in stock. Order confirmed but 2wks later nothing. One customer service line disconnects you. The other claims they are in training. I finally IM’d w/ a rep who informed me that the order was canceled but I wasn’t charged (we’ll see) then promptly ended the chat. Since you obviously can’t fulfill orders, maybe at least send a boilerplate email informing your customers?

Don't ever buy from Marmot, scam place.
Worse scam ever. Tracking says delivered but I was waiting all day for the item and nothing. I tried reaching out to Marmot customer service and emailed them, no response! Scam scam scam, I can't get a refund because FedEx shows delivered AND I never received the jacket!

Customer service never responds to inquiries. I have been a customer for a long time and I have bought many items from Marmot. After having some problems with some of their products I reached out several times. They never respond. You cannot get in contact with them. I do not understand but there are plenty of other similar companies I can give my business to. For my most recent request all I needed was replacement buttons because multiple broke and even them telling me "no" would be sufficient. I still like their products but if you have a problem you are on your own.

I purchased a coat last November. It was a beautiful coat but a little snug in some areas for me. I submitted for a return and was planning to re-purchase in another size. My return never made it... it was lost by the delivery carrier. Now I do understand that this is not Marmot's fault but I did reach out to Marmot to try and figure out what I was to do once I realized my coat was shown to be in Salt Lake City for several weeks but hadn't made it to Marmot. I wasn't sure how to proceed since the shipping label was generated by Marmot not me. No response. They do not have a staff that answers phones. There's no option to even leave a message. Their website says their staff is working from home. I submitted online forms. Crickets. It's been months and I've never heard back in any way, shape or form.

I ordered a jacket from marmot 2 weeks ago on marmot.com, it says 3 business days shipping but it never get delivered. The status is always “processing”, I wonder if they are making every jacket from the scratch by one person. I’m calling every day trying to cancel the order. I never expected this would be so slow and such bad experience.

Planned a camping trip to Colorado. Ordered a sleeping bag from the company's website 3 weeks before my departing flight. All references to shipping time stated "3 business days."
It became clear after 2 weeks of no tracking updates that my order would not arrive in time so I called customer service and got a message that they were "receiving too many calls" and to try again later and then the line hangs up. Gee, I wonder why they are receiving so many calls. Can you imagine actually advertising a CUSTOMER SERVICE phone line on the Internet that hangs up on your customers when you call? Insane!
I followed up by email to request a cancellation and refund of my order so I could use the funds to procure a sleeping bag after arriving in Colorado and received a canned response that they had "received my message" and over 8 days later I have received no response to my email.
Ironically, the bag arrived the day I got home from my 5-day trip.
You can call this company and get a recording. You can email this company and get an automated response. Who do I call or email for actual customer service? Shame on you, Marmot. I will be disputing the charge with my financial institution and I will never buy another Marmot product again.

I loved a jacket I purchased from them several years ago. I purchased a similar jacket this fall. I wished I'd read the customer service reviews ahead of time. The zipper broke after a 3rd wearing and the quality has decreased in recent years. I have returned the jacket. I have not jacket AND I'm out the $140.00 for the jacket. Calls and emails are going unreturned except to say they have the jacket. If this continues unresolved, I will start posting my experience with their products on hiking forums to warn future customers.

Purchased a Minimalist GoreTex jacket through SportPursuit(who were excellent and refunded promptly in full after 10 months). I wore the jacket on one dry day and two wet days. On each of the wet days I ended up soaked. The waterproofing was non-existent. I am glad that on each occasion I was not on a long walk or somewhere with more extreme/demanding conditions or I would have been in trouble. Maybe I was just unlucky, but it was a disaster,

Everything everyone has already written about horrific/nonexistent customer service is 100% correct. I have now been waiting almost a month for a refund since the returned item was received by Marmot. I have tried emailing multiple times. There is no way to get a hold of anyone via phone either. This is unbelievable coming from what I thought was a legitimate company. At this point I want my money back and I will never buy from them again.