-
April 2023 by Dankh H.
Terrible experience w online.Clothes are of good quality, however.Order #1: customer support said they can't cancel despite it literally has been sitting unshipped for 5 days now.Order #2: I paid for 2-day shipping on Saturday. They said Wednesday delivery but it didn't get shipped by them till Tuesday night.So basically any estimates they give on shipping, paid for or not, is invalid.It only applies when they get around to actually shipping it.Good luck trying to get customer support on the phone too.Stay away!
-
February 2023 by Susanne LaBarge
I’m sooooooo saddened by what has happened with Marmot. It’s been my favorite high quality store for many years. When they had the store in Berkeley it was awesome!!! Great products, great service. Now……..there’s no stores to shop at, the merchandise has gone WAYYYY down in quality!!! Online purchases are no better! The sizes are all off, they’ve eliminated pockets for outdoor jackets and if you need to exchange for a different size…they don’t allow that. You have to return the item, wait a month for them to acknowledge they received it, then another three weeks to get your money back. THEN you must buy the other size and wait another month to actually get it delivered. I’m so disappointed.
-
December 2022 by Dallas Petree
Joke of a company. Called customer service to see if a sleeping bag would fit me. They laughed at me on the phone and said it was for a child. I said then why do your reviews say it fit a 6'2" 240lb man just fine and your specs on this bag is more room on the dimensions and weight than the kids and normal adult bag. They didn't know. Second person via email incorrectly stated it was 6' bag but they were wrong too, because I ordered it anyway and it was big enough for a 6'6" human. Third issue is they had a Thanksgiving black Fri sale for 30% off this bag, I ordered, the next day they had 40% off and when I called they said on the phone they will do a one time price difference adjustment. That never happened. I'm returning this garbage and buying North Face.
-
December 2021 by Justin Cline
I purchased a $700 marmot tent and one of the buckles broke on the rainfly the 2nd time I used it. I've tried for several days to get in touch with Marmot Warranty services, but every time I call there is a message they are not available.I did manage to call twice out of probably 50 attempts where I was put on hold for a representative. The first time, I waited on hold for an hour and a half when someone finally picked up, said "Thank you for calling", then immediately hung up on me. I called back, was placed on hold for 45 minutes before I got an automated message that the warranty team was "in training" and try and call back later.
-
December 2021 by HON YIN YEUNG
I have placed an order at 6 Dec 2021 with 1x Tungsten Ultralight Hatchback 3-Person Fly. After finished payment, I haven't received a confirmation email, but the system already credit my account USD 104.99. I have contacted CS for checking and they said no record found on my account. I have tried inform them to communicate with their finance department for check this record's transaction. But they don't reply me until now. It's very horrible for online shopping if you already purchased but no record found. I don't know why how a famous company but have terrible services. It's like a scam!
-
April 2021 by Larry H.
Update: I finally got lucky and spoke with Roxanne, a Marmot CS Rep, and with her experience she listened to my order problems and she resolved them in a heart beat. Roxanne explained that the CS Staff was short-handed but they would be getting a dozen newly trained CS Reps next week to assist them. For some reason the XL EVODry Clouds Rest Jacket I purchased over two weeks ago was not available anymore so I asked her to go one size down since my last XL Torreys jacket that I purchased a month ago was a little large on me so a Large size should work well with me. Roxanne was nice enough to expedite my shipping due to all of the problems I've had waiting on my order and I appreciate it very much. I've upgraded my star rating from one to four stars due to Roxanne's quick actions although I do believe that Marmot's management was delinquent in their duties to alert their customers on their website to the delays that should have been obvious that were coming due to the lack of staff in their CS group. I would still rate Marmot's Management with One Star since they stuck their proverbial heads in the sand and ignored their Customer's problems! Marmot began from several friends in the 70's who cared about putting out quality products and providing great customer service. I've purchased tents and bags with the Marmot brand over the years and never had a problem, but I've always dealt with online gear sellers and never directly with Marmot. I made the mistake of purchasing recently directly from Marmot with the following expectations as currently stated on their site: Free 3-Day shipping and free returns on all orders. Terms & Conditions Please note: 3-Day shipping is the speed of the shipping. Orders take 1-3 business days to process before they are shipped. Please consider this timeline prior to your purchase. Marmot if you can't meet the shipping parameters you've stated then by all means update your website to state that it may take 2 to 3 weeks to process your orders and don't stick your collective heads in the sand and pretend nothing is wrong... It's now in the 2nd week and soon to be starting my 3rd week for me and I found out they don't have adequate phone service for any semblance of a Customer Service Dept. When I login to my account it still shows "Processing" whatever that means. Your company needs to take lessons from Patagonia and North Face when it comes to how to run a successful business...
-
April 2021 by Shannon Myers
I attempted to purchase the Women's Solus Featherless Vest on 2/3/21. I purchased it online and received a confirmation number on screen but I never received a confirmation or shipping email. After a week, I called the customer service number on their website and heard an automated message that directed customers to submit a form on their website since they were experiencing high call volume. I submitted a form asking for an update and I never received a response. On 2/16/21 I received an email saying that my order was cancelled, even though I never requested the cancellation. I responded explaining that I still wanted the vest and I did not receive a response. On 3/15/21, I received an email asking how my shopping experience was, needless to say I expressed my frustration with the customer service by commenting with "I never received the product. I contacted Marmot on two different occasions and never received a response. The only communication I received was a cancellation email. I am very disappointed." The following day I received an email saying, "Our staff has read your review and values your contribution, however, it did not meet all of our website guidelines." After multiple attempts to reach the Marmot Customer Service team, I am throwing in the towel. If I purchase any other Marmot products it will be through another retailer.
-
February 2021 by Karen S
There is no way to reach Marmot's customer service. I bought 1 jacket for myself and 2 for my kids. My zipper broke after one use. I sent the jacket back but never got confirmation /a refund! I have tried numerous times, but put on hold for prolonged time, then a message comes on to call back later as they are too busy, and then the phone disconnects. I finally reached someone in the warranty department and they wouldn't address the issue, instead they transferred me to the same line where I was disconnected again! I also have sent 2 email messages and never received a call back. I waiting for $300 to be refunded. Very disappointing. I will never buy from this company again!
-
January 2021 by Sarah A
Terrible customer service! Been trying to return a defective Gore-tex rain jacket - completely leaked through the first time I used it during a light rain - since November 14th. I sent an email to customer service on that date describing the situation and included a photo of the issue. I received an automated email with a reference number ( ******** ) but never received a follow up. On January 15th I called the customer service number, sat on hold for 25 minutes, only to be told I somehow dialed the wrong number. I was then transferred to a line that said no one was available, to try back later, and it disconnected. I don't want to put in a warranty claim as there's nothing to actually fix. It's simply a defective product and I want my money refunded.
-
January 2021 by Dorothy W
Similar reviews as below: submitted a warranty claim 10/16/2020. It was received 10/26/2020. Since then I have heard nothing from them. I have emailed them twice and called their 1800 number several times, being put on hold for more than 30 minutes before I would finally just give up. I don't understand why their warranty service has to be so poor that they cannot even reply to emails.
-
December 2020 by Nikki P
I purchased a jacket and ended up returning. ***** confirms the item was received by Marmot about two weeks ago. I have not been contacted and I have not received my refund. I have contacted customer service, no one has replied and I have tried to call numerous times and no one answers - the answering service actually just tells you no one is available and hangs up.
-
December 2020 by Mark L
Like many of the angry or disappointed commenters below, I learned a valuable lesson after dumping and projecting upset over a perceived lack of access to customer service when 'I wanted it.' I had exhausted my patience after trying four days to reach customer service via phone and email following a purchase during a one day online discount promotion for Hype Down Jacket. Marmot gear, always had stellar recommendations from gear heads at my local REI and local outfitters. For years I could not afford Marmot gear. Two and half years ago, before sojourning to my former life in the Netherlands for 20 months, I found a Marmot Gore Tex Minimalist Lightweight Waterproof Rain Jacket on sale. It shielded me from the notorious moist and grey autumns and was the ultimate outer shell to a basic polyester, baffled filled 'winter jacket.' That Marmot outer shell kept me dry and warm. A week ago Sunday; a one day 30% Marmot online sale, I purchased a Hype Down 800 fill jacket, no more 6 layers for me! But I needed to verify I had the right size. The next four days, I called customer service; lines always busy. I emailed from gmail twice and twice through their portal. No response. Curious, I googled the company and ended up here. I called the phone number on this page, immediately reached **** (not her real name) and after describing my experience and what I read from online reviews, she had listened with empathy and spoke with a sense of responsibility and promised a manager would call me back. Within an hour ***** (not her real name), called me from her personal line, asked me to share my experience and report what I learned from an online search. She apologized with palpable emotion and reflected my upset back without any debate except for an offer to make it right, not just for me but each and everyone who has gone online to vent them selves whether over a broken button or a unhappy customer service experience. Her grace instantly humbled me and snapped me out of my sense of entitlement because 'my' money spent equalled 'do as I want.' You see, it wasn't about 'not getting what I wanted,' (immediate attention, on my terms), it was about realizing that right now, in the middle of a pandemic, where everyone is confronted consciously or not with an existential dilemma, staff at Marmot are getting sick and are overwhelmed at work just like nurses and doctors in hospitals are overwhelmed and getting sick while trying to fill orders for jackets, or hold a phone to a loved one to say goodbye. I am sorry if you came here to vent a rage or pain which is personal and has nothing to do with grace. Thank you "**** and *****," for being present in the heart of Marmot and for gracing me with humility. Even though '*****' verified my order was canceled and the credit card charge would not be processed (it came off yesterday), a hype down jacket arrived via Fed Ex today. (Sarah mentioned she was going to make it right) If you read this review up to now, I recommend a few deep breaths before you vent any rage online and instead, reach out and ask for help. Like many other brave souls are doing their best in hospitals or running a company during economic stress caused by a potentially deadly virus, don't give up your humanity over a broken zipper or busy phone line. The angels are there and they are doing their best. With prayers for you and your loved ones, practice empathy.....
-
December 2020 by Jason Fowler
I used to love the products, but customer service is basically nonexistent.I enquired about a replacement zipper slider for a sleeping bag to purchase to repair my own sleeping bag 6 times and haven't even received the courtesy of even a simple reply from the company to acknowledge my request.
-
December 2020 by John Brennan
Great Customer Service!I had a problem with my big Marmot car camping tent. I called with my problem and J. at Marmot found a great solution. Really great, friendly customer service. Above and beyond great products.
-
December 2020 by HMS
Worstcustomerserviceever. Trying to return an item. Already been twice on hold for over a hour. And a previous return has been rec'd two weeks ago; no refund as of yet. Never ever again will I purchase a Marmot product.
