April 2024

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.....

High quality outdoor clothing!

The marmot coats are amazing quality, I DO NOT AGREE WITH WHAT THEY STAND FOR but their coats are good quality.

i bought a marmot rainjacket years ago and after a year or so the inner layer came off. marmot has a lifetime warranty on their products.therefore i opened a support case on the marmot site. i had to deliver all information and it took a while for marmot to respond.three weeks ago i was informed that marmot would send me a brand new jacket in a similar (actually 30 bucks higher) price range as my old broken jacket.thank you marmot, i appreciate thati love the new jacket

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.

Marmot customer service is amazing. I returned a tent that had some issues with the waterproofing coming off. I had had the tent for a long time. They quickly issued me a credit. I called and ordered a new tent which was $20 more. They waived that add'l charge and shipped it to me free immediately. Doesn't get much better/easier than that!

Love their GORE-TEX jackets!

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.

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.