I had a down jacket which is 15-20 years old. Recently the zipper started to open up. I contacted Marmot in the hope that they could/would do a repair, at my expense. I was pleasantly surprised when their response was that they couldn't repair it but would replace it. It was old, I had no receipt but still they went ahead with the replacement. I was so very delighted with how they handled this
I had a down jacket which is 15-20 years old. Recently the zipper started to open up. I contacted Marmot in the hope that they could/would do a repair, at my expense. I was pleasantly surprised when their response was that they couldn't repair it but would replace it. It was old, I had no receipt but still they went ahead with the replacement. I was so very delighted with how they handled this
The quality is good but the customer service is completely non-existent!
The quality is good but the customer service is completely non-existent!
Charge me money for expedited shipping their website states 2 days. I call customer service and they say it’s supposed to read 3 days. Either way. I am now on day 5. I reached out day 2 and asked about delivery. Currently day 5 with. No response. Yet here we are. They refuse to refund me any money. Until they have received the item back in their possession. I can’t believe customer service like this.
Charge me money for expedited shipping their website states 2 days. I call customer service and they say it’s supposed to read 3 days. Either way. I am now on day 5. I reached out day 2 and asked about delivery. Currently day 5 with. No response. Yet here we are. They refuse to refund me any money. Until they have received the item back in their possession. I can’t believe customer service like this.
I bought a marmot precip jacket and within a very short space of time part of the velcro fastenings came undone. I approached marmot by email for a repair or replacement under the guarantee and they didn't want to know, they told me to go back to the supplier. The supplier no longer has my size or the colour of my jacket. I sent marmot a receipt of purchase but they still didn't want to know. Very very poor service from a company that I have used for years. I won't be buying another marmot jacket
I bought a marmot precip jacket and within a very short space of time part of the velcro fastenings came undone. I approached marmot by email for a repair or replacement under the guarantee and they didn't want to know, they told me to go back to the supplier. The supplier no longer has my size or the colour of my jacket. I sent marmot a receipt of purchase but they still didn't want to know. Very very poor service from a company that I have used for years. I won't be buying another marmot jacket
The Lifetime Warranty claim is bogus. Buyers beware. You will not be reimbursed for defective gear purchased from Marmot.Customer service was awful.Marmot used to be such an amazing company with high quality gear. Flash forward to 2025 and it’s selling jackets of such poor quality and design, nothing compared to the Quasars and other old school goose down puffy jackets of late 90’s and early 2000’s. My old Marmot coats averaged 8-9 years of heavy northern winter use.I tried to get a minor repair on a jacket that is seven years old. Marmot customer service refused to fix it but then said they would offer a virtual credit of $285 in place of the lifetime warranty and then I just never heard from them again. no credit issued, no lifetime warranty honored. buyers beware
The Lifetime Warranty claim is bogus. Buyers beware. You will not be reimbursed for defective gear purchased from Marmot.Customer service was awful.Marmot used to be such an amazing company with high quality gear. Flash forward to 2025 and it’s selling jackets of such poor quality and design, nothing compared to the Quasars and other old school goose down puffy jackets of late 90’s and early 2000’s. My old Marmot coats averaged 8-9 years of heavy northern winter use.I tried to get a minor repair on a jacket that is seven years old. Marmot customer service refused to fix it but then said they would offer a virtual credit of $285 in place of the lifetime warranty and then I just never heard from them again. no credit issued, no lifetime warranty honored. buyers beware
I'd give 0 stars if I could. Their customer service is absolute rock bottom, awful. We bought a 6P tent, and used it exactly once. The poles got bent. We sent them a message asking if we can get replacement poles. They told us that under their warranty, we can get a whole new tent if we mark our current tent with permanent marker. As we live in Canada, this worried me, as I didn't want to pay for shipping, duties or any new tariffs on this replacement tent. They assured me it would be sent from a warehouse in Canada. I asked again if we can just get new poles as we don't want a whole new tent, the tent was used ONCE! It was still brand new.. they insisted they can't get us poles, only a new tent. So we mark our tent, send them the photos and ask for a new tent. They did not send us a new tent, as they didn't have it available in their warehouse. WHY IS THIS NOT CHECKED BEFORE WE WERE ASKED TO RUIN OUR TENT!? After countless emails back and forth and 6 weeks later, all they could send us was a 3P light tent. Half the value of the one we bought. So now I am sitting with a marred tent and a 3P tent I have absolutely NO USE for, even selling both tents together would not get me back the money needed to buy another of the same 6P tent we had. Useless company and I will never, buy Marmot again.
I'd give 0 stars if I could. Their customer service is absolute rock bottom, awful. We bought a 6P tent, and used it exactly once. The poles got bent. We sent them a message asking if we can get replacement poles. They told us that under their warranty, we can get a whole new tent if we mark our current tent with permanent marker. As we live in Canada, this worried me, as I didn't want to pay for shipping, duties or any new tariffs on this replacement tent. They assured me it would be sent from a warehouse in Canada. I asked again if we can just get new poles as we don't want a whole new tent, the tent was used ONCE! It was still brand new.. they insisted they can't get us poles, only a new tent. So we mark our tent, send them the photos and ask for a new tent. They did not send us a new tent, as they didn't have it available in their warehouse. WHY IS THIS NOT CHECKED BEFORE WE WERE ASKED TO RUIN OUR TENT!? After countless emails back and forth and 6 weeks later, all they could send us was a 3P light tent. Half the value of the one we bought. So now I am sitting with a marred tent and a 3P tent I have absolutely NO USE for, even selling both tents together would not get me back the money needed to buy another of the same 6P tent we had. Useless company and I will never, buy Marmot again.
They literally do not respond to repeated emails or phone calls to resolve issues. I have been a 15 year customer and will not use them again. Horrible customer service
They literally do not respond to repeated emails or phone calls to resolve issues. I have been a 15 year customer and will not use them again. Horrible customer service
Since I trashed north face yesterday over the customer service or lack there of, I felt it only fair to point out a stark contrast in the way the two companies handle customer service and warranty. North face had none and wouldn’t replace a five cent zipper on a jacket. It cost me $15 to mail to them because I I was told they had an unconditional guarantee. On the other hand, Marmot, while a little slow in responding (although it was right after Christmas and I’m sure they were slammed) gave me store credit worth four times the original item’s MSRP and shipped it overnight. That’s how you gain and kick customers. And of course, a good product.
Since I trashed north face yesterday over the customer service or lack there of, I felt it only fair to point out a stark contrast in the way the two companies handle customer service and warranty. North face had none and wouldn’t replace a five cent zipper on a jacket. It cost me $15 to mail to them because I I was told they had an unconditional guarantee. On the other hand, Marmot, while a little slow in responding (although it was right after Christmas and I’m sure they were slammed) gave me store credit worth four times the original item’s MSRP and shipped it overnight. That’s how you gain and kick customers. And of course, a good product.
Lining on Precip Rain Jacket coming apart, and peeling away in various places after 4 years of minimal use. Only worn in the city when raining. No hiking, cleaning, sweating, bug spray, spf, salt (from sea) or anything else that would degrade material. Marmot first asked re cleaning of jacket, I told them I hadn't cleaned it as it hadn't been necessary. They then suggested that not cleaning the jacket, and sweat and salt was the cause. I said there had been no need to clean it as it was never dirty; it was not exposed to salt (don't end up at the seaside in the rain), and I only wore it the odd time in the city so sweat was not the cause - also the jacket degraded in places where sweat, would not have been an issue. They then said the claim was to be rejected with no reason as to why the material, which is supposed to have a lifetime warranty (both material and workmanship are under this warranty) had degraded so much.Looking online, I can see many other people have this same problem with this jacket. Some reported similar problems with other high-end jackets, but these companies had adhered to their warranty and replaced the jacket.So disappointed in both the quality of the jacket, and the support from Marmot. I would not buy from them again. My lower-end previous jacket lasted about 20 years, and apart from the ventilation zips in the Marmot which I loved, worked every bit as well.
Lining on Precip Rain Jacket coming apart, and peeling away in various places after 4 years of minimal use. Only worn in the city when raining. No hiking, cleaning, sweating, bug spray, spf, salt (from sea) or anything else that would degrade material. Marmot first asked re cleaning of jacket, I told them I hadn't cleaned it as it hadn't been necessary. They then suggested that not cleaning the jacket, and sweat and salt was the cause. I said there had been no need to clean it as it was never dirty; it was not exposed to salt (don't end up at the seaside in the rain), and I only wore it the odd time in the city so sweat was not the cause - also the jacket degraded in places where sweat, would not have been an issue. They then said the claim was to be rejected with no reason as to why the material, which is supposed to have a lifetime warranty (both material and workmanship are under this warranty) had degraded so much.Looking online, I can see many other people have this same problem with this jacket. Some reported similar problems with other high-end jackets, but these companies had adhered to their warranty and replaced the jacket.So disappointed in both the quality of the jacket, and the support from Marmot. I would not buy from them again. My lower-end previous jacket lasted about 20 years, and apart from the ventilation zips in the Marmot which I loved, worked every bit as well.
I bought a rain jacket and pants from them and never used it. I had it in storage for >10 years. I found out the waterproofing fabric inside the garments had disintegrated and crumbled. I contacted them about their lifetime warrantee and they told me to jump through all kinds of hoops. I had to take pictures of it. But they wanted more specific pictures. I sent this to them. They initially offered me credit for the items. They then asked me to write MWN on the garments and to show them a pic. But I threw the garments out! When they found out I now live outside the U.S., they declined to warrantee the items since I also didn't send them a pic with the 'MWN' on it. So if you wear the garments outside the U.S., the warrantee is invalid? Even though I am a U.S. citizen and bought the garments in the U.S. What the heck???? Why put me through all this hassle to ultimately come out with an excuse to tell me: too bad, so sad. I will never buy anything from Marmot again!
I bought a rain jacket and pants from them and never used it. I had it in storage for >10 years. I found out the waterproofing fabric inside the garments had disintegrated and crumbled. I contacted them about their lifetime warrantee and they told me to jump through all kinds of hoops. I had to take pictures of it. But they wanted more specific pictures. I sent this to them. They initially offered me credit for the items. They then asked me to write MWN on the garments and to show them a pic. But I threw the garments out! When they found out I now live outside the U.S., they declined to warrantee the items since I also didn't send them a pic with the 'MWN' on it. So if you wear the garments outside the U.S., the warrantee is invalid? Even though I am a U.S. citizen and bought the garments in the U.S. What the heck???? Why put me through all this hassle to ultimately come out with an excuse to tell me: too bad, so sad. I will never buy anything from Marmot again!
