Marmot Avis 

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.

Their warranty service is worse than abysmal - don't count on them even honoring their warranty. I wouldn't recommend buying their products. This does not appear to be industry wide....I have warranty experience with Mountain Hardware and it was stellar!

I bought a Marmot Eclipse EvoDry jacket less than 2 years ago and the water never really beaded off of it that well. Now it literally just soaks into the jacket. I bought it on sale directly from Marmot but the original price tag on this jacket is $250. It says on one of the tags "STAY DRY GUARANTEE - A lifetime of rain protection". I still have all of the original tags, receipt, and the original packaging it came in. I have been trying to get a hold of the company to either fix it or give me a replacement and they are not getting back to me. I have put in a claim with Marmot Warranty & Repair and they were supposed to get back to me 5 days ago at the latest and still nothing. This company is not what they used to be. They are liars and do not stand by their product. The quality of the products and the customer service are trash! DO NOT WASTE YOUR TIME OR MONEY!!!

This whole order has been one problem after another. The Marmot website is glitchy. First I entered my 15% code from signing up with my email. The order didn't go through even though I was correctly entering my credit card information. Then I tried ordering again but got a message saying the 15% code had already been used. So I signed up with another email and got a new code. I put in my order and then paid with Apple Pay. They then used another email address (probably the one associated with my Apple Pay) to send me my confirmation. The confirmation said I ordered a Large. I ordered a Medium. I tried to go in to change the order using the confirmation email but the account said there were no existing orders under that email. I emailed their customer support. Didn't hear back so I called them this morning. The guy told me that they couldn't "tamper" with an existing order, that I would have to wait until the large was sent to me and then return it. I told him this was environmentally wasteful and unnecessary since the order hadn't been shipped yet. He told me there was nothing that could be done. I asked for a manager. He told me one would call me in the next 48 hours. No one ever called me.

I ordered a Marmot Minimalist Pro jacket in February 2023. Price on website and price I was charged was $275. Item arrived and production date on jacket tag is October 2021. Because jacket is 1 1/2 years old, the price tag attached to the jacket read $250. Overcharged for an older stock jacket.

Their customer service is nearly non-existent. They cancelled an order of mine via email after sending me an order confirmation and gave no explanation as to why. I spent over an hour on hold after calling their customer service department waiting for someone to pick up and place the order again for me. Then the customer service representative I got was strangely argumentative and defensive when I asked him about when I should expect to receive the order and would not directly answer the questions I asked him. He also sounded like he was from India and didn't fully understand what I was saying. It was weird and unpleasant.

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!