Marmot Reviews 144

This is the worst consumer service I have ever had. Return payment are always late, you must call them to get your money back!!!!after 3 weeks of receiving Return order. And the payment is not right 😐. I really like marmot, but they need to do something with their service!!!!

Disappointing….
On my second zipper breaking on 2 Marmot jackets.
Just bought a pair of hiking pants, so many labels on the inside (9 of them had to be cut out, very scratchy & uncomfortable.
Really wanted to support a small business from Northern CA
I’ll just stick with Patagonia.

Marmot recieved my return order and never gave me my money back. Weeks later I called and they said another department processes the credits after returned, it's not automated.
WATCH YOUR CREDIT CARD CLOSELY!

Darn, I like Marmot gear...but what a cluster.

Customer service is non-existent. Ordered a coat (340.00) by overnight shipping. Item was never shipped. No one answers call. Automated message directs to an online form. Tabs for forms don’t work. Emails go unanswered. Stay away.

Like somebody said, I wish a zero was available. Ordered a coat on Black Friday and it hasn’t shown up. Customer service is worthless. Apparently, the color I ordered may be out of stock. They can’t say for sure. No one returns calls. It’s terrible.

called multiple times and waited over 30 minutes with no answer, finally got through, order processing but cannot be canceled. said call back to get order canceled. I don't have hours to spend tracking down customer service.

-5 STARS. I ordered a tent that included the tent, poles, stakes, storage bag, a footprint and rain fly. i was only sent the rain fly (no tent, no poles, stakes, etc, just the fabric). upon reaching out to marmot they informed me that it was me who made the mistake. sent them screenshots of my order and even hilighted order description that stated it was a tent and what it included (the photo on my order didnt even have the rainfly on it). they responded letting me know that theres now way i got a tent from them for so cheap. i explained that in the screenshots they can see the tent is big time on sale and i also had a 50% friends/family discount. they ignored it and said it was still my fault but they could offer me 50% off of another more expensive tent that was unrelated to what i ordered. i asked if they could at least send me some stakes and poles for the rainfly as if i ordered that like they said it should have come with it. they refused because "that would too closely resemble a tent". what absolute crap. ive supported their company for the better part of 2 decades and wont be endorsing their company again due to their false advertising and refusal to make anything right. i was also hung up on 3 times when i didnt accept their rude answer of "you ordered it wrong" before i got somene semi professional. if someone from marmot sees this and cares id LOVE to share all of my screenshots of my terrible experience with your company

Marmot company closed not too long after Covid and unfortunately left their website up. They’re based in Colorado and their main store is permanently closed. I ordered from this company and have yet to receive back funds.

I think they might be out of business but haven’t told anyone yet. Like so many others, I ordered on line but it has been “in progress” for several days and no one answers their phones or returns emails. They do have a recorded message that has not been changed for several days stating they are fulfilling orders dated 11/28. I called a company store in Steamboat Springs and the person I talked to apologized and said he’s been getting similar calls from others like me but he was told the online order site has been shut down temporarily because they are in training with no one to answer the phones right now. Don’t think I buy that story and a very strange way to run a company if you care about your customers.

I wish I could give 0 rating! Please stay away from this company and this brand! 10 days past and my order still not shipped! And phone call to customer service never got through. What a joke!

Ordered a coat December 1st and it says still processing. Called a few times to inquire stayed on the phone for 45mins but no one answers the phone. No phone or email response. Hopefully i'll get my order. I thought this was a good company, might be my first and last time buying from Marmot.

Coat got delivered to the wrong address -- fedex photo shows wrong address as well.

A few emails and calls to marmot. No response on emails and calls are dropped when in queue.

I placed an order. I called them to cancel it. However, they told me they could not cancel it saying it would be shipped in 24 hrs. It has been a week since I spoke to them and the order still has not been shipped. I called again today and the person on the phone was not able to help and disconnected the phone.

I put in an online order a week ago for 2 winter coats for our upcoming overseas trip. A week later, the order is "still processing." I don't want to purchase the items anymore because the time has ran out to get them in time for the trip. I called up Marmot's customer service, and got the recording that ALL their employees are going through "training" and got hung up on! There's no option to cancel the order online for that hasn't gone through yet. Basically, your credit card information is held "hostage" until when they choose to process and send your items. I don't want the items anymore since they won't arrive in time, and I don't want the items to be sent to my house when there's no one there to receive them! My credit card company says the only option is to cancel my credit card and get it re-issued with a new number, which is what I'm forced to do! Marmot is a company with shady business policy. They advertise and take orders they cannot fulfill, and then disallow customer to cancel "in process" order. It's like holding customers' credit card information in purgatory! It's ridiculous!

Ordered a coat 8 days ago and it still has not shipped. No response to my email. Nobody answers the phone.
A great product I thought with NO service.

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.

I bought a coat for my son on September 6, they sent it to me as a girl, I contacted them to change it and they told me that they did NOT change it, a situation that was their mistake! I returned the coat on September 17 and still today October 4, 2022 I do NOT receive the refund of the money, practically a month later I have not been able to buy the coat for my son because the store kept the coat and the money!

Based on my experience with Marmot's warranty department, I will avoid the brand going forward.

The Marmot warranty looks amazing on paper, they cover your stuff for life! But in reality, the warranty is horrendously slow. You have to pay to ship your item to them. Then they will take MONTHS (not an exaggeration) to get your stuff fixed. They have had my jacket for over two months to replace one zipper.

Go with a different brand.

Good luck getting them to respond. Two years ago I tried to contact them via two different methods regarding a suggestion on repairing a tent I recently had bought. No response. Recently another tent I have started leaking and ruined a trip we were on. I again tried two different contact methods to seek guidance on what to do. No response. We own three Marmot tents along with thousands of dollars worth of other gear and clothing from them and I can't say that I'll be a customer again. Customer service with outdoor brands is not what it used to be, but I've never had such a lack of it with the other brands.

these guys used to be a good company but now they have terrible customer service. After exhaustive research and 'guidance' they steered me toward two bags that I bought for me and my new husband as a wedding present that were supposed to zip together and we discovered upon arrival that they didn't. I then tried to get in touch with them for months and months but they had some outgoing message saying they were always in a meeting and no way to leave a message. I sent emails and never heard back. I finally gave up (it was 2020 after all and I figured i would try again at another time). Finally a few months ago, after two years of having the wrong bags, I sent an email and lo and behold got a response! I said I wanted to send in at the end of the summer season when I knew I would be done using the bags and they said, no problem - let us know when you are ready and we will give you instructions. well, I have tried now to call and email several times and can't reach anyone. I am nervous even if they do respond to send in my bags that I may never see them again and have no recourse if that happens. Super disappointed. Worst customer service I have ever experienced from an outdoor gear company.