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Business Profile

Online Retailer

Marmot

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Started a warranty return on my marmot jacket because it stopped zipping properly, the zipper would stop about 1/4 of the way up. They emailed me and said it was not repairable but that it would qualify for their limited lifetime warranty and they would give me $275 for a new jacket. I looked on their website to reorder the same jacket and the only jacket of similar quality offered is $400. so basically their "warranty" does not even cover a replacement comparable jacket. When I asked to qualify for the pro deal, their discount program, to help cover the remaining cost (125.00) they said I did not qualify for the pro deal because I was a veteran and not active duty. I am a disabled veteran, not just a regular veteran. It is a disgrace that a disabled veteran does not qualify for their discount. So not only did their warranty not cover a replacement jacket, but they also refused to give me the pro deal discount to help cover the remaining cost after their warranty credit. This is extremely poor customer service and all I am asking is for the replacement jacket to be covered under their warranty or for them to let me into the pro deal discount so it can help cover the remaining cost (125.00) of the replacement jacket.

  • Initial Complaint

    Date:11/16/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a $65.16 order from Marmot on October 04, order #MMT337458929126, which included a Men’s Leconte Fleece jacket ($37.49).

    The jacket fell apart after the first day of use, with huge tears around the sleeves. I attempted to return this on 10/09/23 through Fedex. On Friday Nov 10, 2023, I received the item back from Marmot explaining that as a final sale item, it was not eligible for return. The Men’s Leconte Fleece jacket was NOT the final sale item, but the other item in the order was the final sale item (as shown in the screenshot below). Nonetheless, I filed a warranty repair claim the same day and have not heard back, since.

Marmot is NOT a BBB Accredited Business.

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