Marmot

I've been using Marmot, The North Face, and Patagonia for over 30 years. All of these companies, I use because of the quality of their gear and the lifetime warranty. All these years, I've had to utilize their customer service and warranty at least once. Marmot by far has the fastest, easiest and most responsive customer service I've encountered. The gear I've used has been for mountaineering, hiking, snow sports, and camping. I'm sold how well they stand behind their products...Way to stay competitive Marmot!! In my experience, Marmot's customer service has been the most reliable among the brands I've used for decades. Their gear has served me well in various outdoor activities, and their commitment to their products is commendable. Kudos to Marmot for keeping up their competitive edge!

I bought from them directly because the website advertised a 30-day return policy without hassles. The catch: the return policy only applies if you haven’t opened or used an item or set up a tent. I set up the tent outside to test it, took it down after 30 minutes, then RMAed and returned it, paying for shipping. Without any reason, the tent was sent back to me. When I followed up, I was told the tent was used and the return was refused. Maybe they should clarify on their website how you can test a tent without setting it up, or stop promoting a return policy that just doesn’t apply to tents.

I purchased a jacket that boasted a lifetime warranty. The label stated it was made from the best materials available. Unfortunately, the waterproof feature failed soon after my purchase, but I misplaced the receipt and overlooked the lifetime warranty. A decade later, I discovered the receipt and warranty, only to find that the company wouldn't honor it, saying the lifetime warranty was just a conditional 5 years filled with exceptions. The jacket's quality was no better than others that cost 90% less. Completely poor quality.

I got a $650 Marmot down parka from their website. My order disappeared. I called customer service after waiting 5 days, they said “processing”, whatever that means, promised an update next day, haven’t heard a thing. Avoid their website. If I don’t hear back in a few days, I'll cancel Marmot order and get a Patagonia coat, should have done that first. At this pace it'll be spring 2023 before I get a coat from Marmot.

I got some Marmot stuff before, had warranty issues with 2. Got them both on sale, 60% off. They fixed it quick, gave me full credit. Used the credits, got 2 new jackets. Marmot's been good.