Marmot Reviews

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.....

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.