I have used Marmot gear for over 30 years. My last purchase the Limelight 3 tent had a catastrophic failure on my second trip. This was a 2 week trip to Alaska and on the first night setting it up the fly window came off.....the glue that held it in place apparently degraded. This could have been life threatening with all of the rain we experienced but we were prepared with duct tape and were able to effect a repair that held the window in place.
That's my first Marmot failure so I gave them some latitude on that. The customer service however is unbelievably bad. I sent the fly in for repair and they acknowledged that they've had failures with this glue and would sew and tape seal the repair under warranty. So far so good. Unfortunately that's the last I heard from Marmot customer service. I have contacted them multiple times via email (it is IMPOSSIBLE to get someone via their "800" number), and have never yet heard back from them. So I am in limbo....waiting for my tent fly to be repaired and sent back to me. Marmot's had a good reputation over the years but terrible customer service is a black eye that will follow them if they don't fix this.
Review by Rickus Moukit3 months ago
This is what I tried to post to Marmot’s review page regarding the Knifes Edge jacket. They refused to publish it. The strange thing is that I received a confirmation mail that they won’t publish this review, but I still haven’t heard anything about the warranty issue despite the fact that it has been almost 2 MONTHS since I started this claim. As stated by others on this site, Marmots customer service is APPALLING. Definitely the worst I have encountered by far. Shame on you Marmot
First, this jacket is a piece of junk! Yeah it’s a nice looking jacket with nice features like pit zips, gore-Tex and excellent packability, but it is TOTALLY USELESS in rain, which isn’t good for a rain jacket. The first time I took this out in the rain, I was DRENCHED after less than 15 mins in barely moderate rain conditions. I have had this jacket since June and I have barely used it, still one the pocket seams has already come unglued. Marmot is charging $225 for this jacket which is an absolute joke. The jacket isn’t waterproof, it’s poorly built and has an extremely poor value for money. But that’s not even the worse part. Marmot’s customer service has been APPALLING regarding the return of this jacket. I had been trying to reach them through their “contact us” portal but they NEVER even bothered to return my mail. Then I found an alternative mail for customer service, and after several weeks had already passed, they advised me to contact the warranty department, so of course I tried. It has now been almost 2 MONTHS and AT LEAST a dozen mails to the warranty department and absolutely no response from them. Seriously THE WORST CUSTOMER SERVICE EXPERIENCE I have ever encountered. I very rarely write reviews like this, and they could have easily solved this weeks ago, but Marmot has literally left me no other choice. When you write a review here you are prompted to “avoid writing about customer service, contact us instead” blah blah. What a joke. I have been trying to reach you since early August. SO DO I HAVE YOUR ATTENTION NOW Marmot???? I WANT MY MONEY BACK!!!
Review by Sooriya3 months ago
I have a Marmot tent. It’s great, but the customer support and service post-sale is atrocious. I’ve emailed / phoned / tweeted at least a dozen times to replace a small part which broke - and the support is laughable. Probably the worst customer support experience I’ve encountered.
Review by PBeau5 months ago
Excellent gear that be relied upon 100% of the time. Great fit. Great colours. Fantastic performance in the worst conditions.
Review by AWalck Statis7 months ago
Nice tents, but when something is off or you want to discuss leakage of the expensive tent you bought, there will be absolutely no one to answer you from Europe. US puts it through Europe, I tried to contact them for months and they just leave you with your problem. Not even a polite response, nothing at all. Very very bad customer experience. And that for quite expensive products, really disappointing.
Review by Alexxus7 months ago
Ex Officio is a Marmot subsidiary. Don't do business with them on line or expect to be able to contact them to honor their warranty. I own over 30 pieces of their clothing and once I need to contact them. Impossible...and when I do get through they will tell you anything to get off the phone. They don't respond to Emails or their contact forms. The phone line get backed up and I have no idea how to get through and I've waited over 1/2 hour.
Review by Mela1 year ago
I am currently living in Colombia and have a Marmot back I got in the states which is falling apart after only 4 months. After finally hearing back from Marmot, they said I have to contact their distributor here in Colombia. I did, they said they cannot help me. I contacted Marmot again and they keep sending the same message every time... By far the worst customer service of any outdoor company. I am an outdoors person, and was very saddened by this experience.
Review by Shirleyann1 year ago
Zero customer service period! Had pre-sale questions about a very expensive rain jacket and their chat support always says unavailable during posted hours, they do not answer their phones so dropped an email over a week ago with no response. Can't imagine what happens if I need service or actually try to make another Marmot purchase. Instead called Patagonia about one of their jackets, they answered in 10 seconds and made a purchase with them in just a few minutes. Good customer service goes a long way!
Review by Hagrid Ekenes1 year ago
My jacket was lost and never received and replaced. The customer service number
(888) 357-3262 ) you call 100 Times makes you go in circles. Customer service lady Ms. Nancy Sherwood was very rude. She never returned my emails. My money is stuck
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