Marmot Avis 

I attempted to give the following feedback and then received a message from customer service saying it did not fit their criteria: Paid for 2 day shipping jacket arrived 2 weeks later. I ended up buying a different jacket for a trip. Send a message to customer service x 2. Never heard back. Returned jacket, received an email saying it could be 3 billing cycles before I receive a refund. Never would purchase anything ever again. And I am still out $16 for expedited shipping.

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.

Terrible horrible customer service! I received a coat I purchased in the mail and it was burned and destroyed--not wearble!! After two emails with pictures and calling customer service multiple times, waiting well over 30 minutes no one ever picked up the phone. Don't waste your time. Still have no refund nor have I been able to get anyone on the phone.

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.

This is a follow up to a previous review- Marmot did get back to me about the delay in the refund and was extremely nice, explanatory and apologetic. They made sure that I received my refund immediately and asked how else that could improve on my experience. I appreciated their response to the issue.

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,

Terrible customer service. I've had a similar experience as others. I had return marked as delivered and heard nothing for weeks. I figured it was covid related and they just never updated their website stating you'd get a confirmation email within 2-3 days but seeing all these reviews I realize that's not the case. But the real problem was that you can't contact them. 2 emails went unanswered and like others, when I tried to call during their stated hours the recording just said no one was available. I then tried via submitting a form online and also wrote a review on the product page and they finally responded...a template email stating that returns were taking 3 weeks to be processed. Which would be fine but tell people that! And they rejected my review. Maybe it was just coincidence but they moderated the review quickly and then confirmed my return so maybe that helped. Hoping it's not another 3 weeks to actually have my card refunded. I have a bunch of their gear but after this experience I'll be choosing other brands

Still stringing me along for a return i made over a month ago. What kind of customer service is this. Never ordering from Marmot again. Why don't you finally give me my return.

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?!

Purchased a jacket directly from Marmot. Less than three months later, a closure button tore out. I'd like to return it for replacement.

I've been on hold for more than 30 minutes three separate times, having to give up each time.

Avoid this company because there is no customer service. Or think of it this way...no matter what they say, there are no returns, no service, no warranty.

Next stop is the Department of Consumer Trade & Protection and the BBB.

I don't want to give any star, first of all. I spent all my saving to buy a 446.25 jacket for my husband. He wanted to return because we desperately need the money. The return was complete in October, but we have not received the money yet. I lost my job and we suffered a great deal to buy food so I repeatedly called, emailed quite every day. We have not received any response, let alone any human answer and this is the great amount of money that could help us survive from this pandemics. how could a big company like Marmot sink any lower to this malevolent act ? it is quite worse than a thief.

Terrible experience. I ordered an item directly from Marmot online that was shipped 3 weeks ago and I still haven't received it. Further, I have tried contacting their customer service through the form on their website about my order and received no reply, plus tried calling Marmot several times but got the message that their customer service dept. was "too busy" and could not take my call so I should try back another time. What??? What reputable company doesn't have a way for customers to connect with them? I know there potentially may have been delays due to the holidays and COVID, but I planned ahead when buying gifts and had no trouble receiving orders in a timely manner from other companies. I love Marmot products but will never order directly from them again, and am seriously rethinking whether I will buy their products at all in the future.

I returned a jacket, it was received by Marmot about two weeks ago. I have since received no information about my refund status. I have tried to call customer service numerous times and it always says they are too busy to answer. I have contacted them through email as well - no reply. If you are looking to purchase from this company, I would advice you to stay far away.

Update: after disputing the charge on my cc and posting this review, Marmot customer service finally reached out and provided my refund.

I have tried to return one of the items I bought for almost a month ago multiple times and still NOBODY has reached out to me

What a truly disappointing experience. This might be my worst online shopping experience ever. I ordered from Marmot on the 6th and the order is still "processing". I was on hold for 45 mins last week after calling about the order and the person on the call assured me that it would ship out by the 14th at the latest. It is now the 15th and no shipping labels have been created. I understand that regular processing times are 1-3 business days and to give 3 extra days for COVID, but it's been 7 business days with no communication. I tried to call them again but was put on hold for an hour, so I gave up. I also emailed them a week ago but received no response. At this point, I just want to cancel the order. However, I'm unable to reach anyone to ask them to cancel.

I understand that there may be staffing issues due to COVID but putting customers on hold for hours is such a bad practice. I've ordered stuff from other outdoorsy websites during COVID, such as Patagonia/LL Bean/Backcountry, and I've never waited over 5 mins for a customer service representative.

To anyone reading this review, I urge you to order Marmot products off of different websites, such as Backcountry, Moosejaw, Zappos, etc. I ordered the same Marmot jacket off of Campsaver on the 9th and it arrived today on the 15th. Meanwhile, I'm still waiting on my Marmot order to be processed (let alone shipped), even though I ordered it earlier. I had to order the jacket off a different website like Campsaver because I was afraid of something like this happening based on all the other reviews about Marmot on this website - I was hoping to get the jacket before the 18th, but it seems pretty hopeless at this point.

I placed an order over a week ago. It is still “processing”!

I called when Customer Service opened and all representatives were away from their desks training. Just days from the Christmas cutoff during in the business time of the year in a pandemic! Though it is likely just a way to stop the rush of calls that they know are coming at 10:30 EST when customer service opens. I called back 40 minutes later and waited over an hour to talk to a customer service rep, who says things are delayed 3 additional business days due to Covid. Regular processing time is 1-3 business days an additional 3 would be 4-6 and I am already at 6 business days, and no sign of it shipping. Customer service has no idea when it will, just that things are behind due to covid. She offered to have a supervisor call me. Not sure what they can do, but I said sure. She said they would call within minutes. I waited three hours and no call. I called back waited 1.5 hours and the rep accidentally hung up while looking up the order, I just want to confirm it will in fact go out today.

I also ordered from Back Country, MooseJaw, REI, Helly Hansen and EVO and ALL have managed to ship and some have already delivered. Marmot was my first order!

Very disappointed, I hope that it does indeed go out today or I will now be left to return the items and have to deal with customer service wait times again to get my refund. At least I know with four days until my trip that some of their competitors can get it here even in that short time frame.... some shipped the day I ordered and came the next business day!

UPDATE: After another 2 hours on hold I did manage to get a customer service rep who was very helpful. Cautiously optomistic that I may get my order by week’s end. Upping my review to 3 stars in waiting to see if it ships as promised.

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 at the BBB website which had an alternate phone number. I called the phone number and immediately reached Lisa (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 Sarah (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 "Lisa and Sarah," for being present in the heart of Marmot and for gracing me with humility. Even though 'Sarah' 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.....

A zipper broke on a coat I had owned for less than 2 years (and used for just 2 seasons). I went to get it repaired and after sitting on hold twice for 30+minutes was discounted from the call center and then on the second call given a brief answer and disconnected again. I also tried shipping the product but would need to pay $25 (I asked for free shipping and was denied) which costs more than it would to just repair myself. Their warranty is completely worthless. Very disappointed that I splurged and bought this brand. You would think a company that prides itself on quality would care more about their customers.

Do not purchase from Marmot. Zero customer service.
They used to be a wonderful company with great service, unfortunately when I needed help with my last purchase they do not respond to any correspondence. I am still owed a refund and it is basically theft if it is never processed. I don’t know what has changed within the organization but I am very disappointed.

I have known and worked with Simon for over 30 years. You can’t go past his expert marketing knowledge to assist your business in getting noticed. You want genuine leads that convert then you must talk to Marmot.