"As usual, WM prices are very high. They advertize all over the store that they price match. So I asked them to price match Defender Marine and the cashier did not want to spend the time confirming the price I was telling him. Granted, he was the only cashier in the store and there were people waiting behind me. But then, don't offer the price match policy if you're not going to follow through. Very bad customer experience."
"My order was processed with a purchase email then said it was shipped 20 days later still not received no tracking information sent three emails and to customer service calls and they still had no clue what to do. Finally I asked for a cancellation on my order. What a joke company"
"Only gave 1 Star because 0 wasn’t an option. I called the West Marine in Savannah ga and asked them to hold a Fusion radio and speakers and was told that they would. After driving 30 miles I was told when I got there that they had sold the stereo 5 minutes before I got there. **** poor customer service. If your not going to do what you say, don’t not do it. I will never go into another West Marine as long as I live. Ray Christian"
"Absolutely horrible experience! Was lead to believe they would take care of the issue and in the end was told tough luck. One costumer service representative would tell you one thing " just wait and they will make it right" while another would tell you "its not their fault we don't know what we are going to do". In the end it was a total waste of time and was refunded my money in different phases.... Michael Blackwell"
"i bought a clarion marine m303 stereo from west marine at which time i bought the extended warranty,a year or so later the unit broke so i filed a claim with the warranty program that was on june 5 at which point they had me mail the unit in,after several phone calls and not one call back no luck on the warranty,then some time go buy i call in and they had cancelled my claim and never called me to let me know,so we reopened the claim several phone calls later and a lot of run around now we are into dec 22 new run around is there closed for christmas...7 months and still no resoluation to the claim ,and by the way each phone call takes about 30 min or more...buyer beware do not buy west marine extended warranty "
"On cyber Monday I placed an order for some lifejackets. Had to call customer service because their system had crashed. It took three separate calls on different days to get them to put my right email address in and I still don't know if they got it right. I had to call their home office in California because of the runaround I was getting with the local customer service reps. I have never received an email confirmation of my order they sent me a snapshot of my order ticket that's the only way I know what my order number is. They stated my product would be coming off the East Coast and that they can't even confirm what's happening to my order at their own warehouse. I was asked if I wanted to cancel the order and I believe they asked me that because they know they don't have the product which they advertised. I told them I would give them two more days it has been 10 days now and I should have received my product 5 to 7 days after ordering. Whether I get my product are not I will never step in another West Marine store in my life. It is pretty bad when the home office can't even confirm one order in their own warehouses."
"i live outside of the US and placed an online order with international shipping, the product i recived had a critical factory defect that can only be seen after opening the product nylon packaging (can't blame the team for not seeing), i got a bit nervous as handling such an issue from another country can put me on the lower hand, also read the reviews here on ResellerRatings and i was thinking "oh boy" but to my surprise i recived even better than expected service from the amazing international team.
they provided a great service for my complete satisfaction and the minimum i can do is provide this positive feedback.
i will recommend WestMarine to my friends and to whom who has doubts.
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"I shop at Worst Marine when I must. Pricing is ridiculous, but they set the standard, and everyone else follows. They are the opposite of Walmart for price strategy. If West has the choice of 2 makers of equal quality of a product, and one is $100, the other is $250, West will choose the more expensive vendor exclusively (Ancor Electrical terminals for example, and many others), unless there is no other option due to competition carrying the first vendor. They carry some good quality stuff (electronics), but much of what they carry is of dubious quality (cheap Chinese RIBs that the charge top $ for), Perko (anything Perko makes is guarenteed to break in a saltwater environment in about 3 years), etc. I put a Perko breather vent on a hose stack, it resides with other vents 22 years old ... the Perko disintegrated in 3-4 years, the now 25 year old vents look a little tired, but 100% intact still. The 3 Perko items I bought all turned to garbage and were chrome plated pot metal unsuitable for marine use. Might be OK for your bass boat, but probably not.
West has been purchased this year (2017) by a hedge fund / investment firm ... so they probably are history in the next year ... or things will get worst. I am lucky enough to be close to the flagship store in Ft. Lauderdale, so they will have the thing I need about 75% of the time. The display in the giant store is great, the store is staffed well, but in the boating capital of the US, Ft. Lauderdale, customers are a rarity in this store (10 visits over 3 years)."
" Absolutely the most horrible customer service I've ever experienced in my life. They have the wrong pictures and descriptions on the wrong items. They say they're going to call you back and never do, don't return emails. It's ridiculous how poor their service is. I will never use this company again!"
"I'm new to the boating world and just in the last 30 days I have order about $3,000.00 from West Marine. First order was for a Simrad radar set up and a shoot Thur hull transducer. When I placed the order I was told everything was in stock and I would have it in 3-4 days. I really wanted it by the up coming weekend so I paid extra for 2 day shipping. Then after paying I get a email there out of stock and once they get it back in stock it would be sent out by 2 day shipping. It took 7 days on radar and 11 days on transducer. Gave them a second chance and order wiper blades and arm which showed to be in stock. After 8 day showing they still had not shipped I called. Was told they did not know why they had not shipped but they would send them overnight. I just the email later that day they had been shipped but not overnight but normal shipping which shows 5 day delivery time. West Marine you have lost a good customer due to your false advertisement and lies."
"We purchased an outboard motor with an extended 5 year warranty. Although we have all the receipts and paperwork, neither the store nor the warranty company has any record of our purchase. (The warranty company is Warrantech). I have given them the same info 4 times and am told to call back in 3 days when the registry will be in the system. Don't waste your time with West Marine."
"After contacting customer service a total of three times, far past the stated processing time, I was told that I would not be receiving my product. For a company that states, "We strive to be the best supplier of boating-related products and services that provide outstanding value to every Customer." From my personal experience with West Marine, it couldn't be further from the truth.
I placed my order three weeks before leaving on a week-long Canadian wilderness trip. I received an email after placing an order on the West Marines webpage telling me my order would be processed within 3 to 5 business days. After waiting 7 business days and not receiving anything from West Marine I called customer service. I was told that my product had run into some complications but, would be shipped out of Florida within one to two business days. I waited two business days without hearing back. I contacted West Marine again via online live support. Live support told me that my order, "has taken a little longer than expected. There is a chance that this product is unavailable". Hearing that after waiting all this time my order might be unavailable I called customer service again. This time I was told that it was in fact my product was unavailable, despite still being listed online, and I would not be receiving my order. I was offered nothing for the incredible inconvenience other than a sorry. This business clearly does not care about its customers. With overall sales to West Marine going down each year, and its only growth specifically coming from sales from eCommerce increasing by 9.5% mainly due to its increase of sales in merchandise, a normal person would think that West Marine would care about these customers coming back. This company clearly has issues.
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"I ordered a stand up paddleboard to be shipped to my local store. Received confirmation of my order, then nothing for a full week. Only after I called and waited on hold forever did I find out that the board I ordered was no longer available and that they were cancelling / not fulfilling my order. They refused to offer a comparable product at the same price. Abysmal customer service, both online and over the phone. No one has responded to my emails detailing my complaints. I will avoid West Marine entirely in the future, and buy from a reputable company like REI. "
"Website commerce has been around long enough ... During the website bank institution validation for finalizing items in the cart process i got a descriptive error message and thought i fat fingered. Looking at the zip i keyed all looks good. So, retyped same correct number and received same error. Hmmm, ok, i'll just call the order in the next day with the items still showing in the cart.
The next day i look at my bank ledger to discover 2 identical West Marine pre-authorizations debiting my balance. So, maybe the order did go through after all and punched it twice not noticing. NOPE - order still sitting in cart.
Called customer service and with NO concern for the fact that it was on their side i was coldly instructed to take the action and release the preauth with my bank. No sorry, no can i help take your order to clear the preauth, no nothing.
... i did provide detail in an email to West Marine and the last reply did contain an apology.
However, a bit unnerving to make another attempt at their website."
"Tried to order a Force 10 stove from West Marine website. Order disappeared twice. Customer service could not find. Ordered by phone for Monday delivery. Did not come, store cannot find, website tracking says "Technical error". Store can only email warehouse cannot call.
Big San Diego store on Rosecrans totally understaffed. Tried to write the West Marine CEO but he has no email and says don't write me on Linked In. When West Marine tanks no-one will understand because they upper management is so isolated."