"I went to West Marine in Panama City FL on 04/16/23 at 12;49 PM.
The Cashier, Alexander, misled me to believe that if I upgraded my Reward program, it would cost $25 and because of the size of my purchase, I would only be paying $5 not $25.
After getting a few miles down the road I realized that What I was told was not even close to the truth. I ask when I would see the results of my $25 reward upgrade, that is when he told me that it would show up at the end of the month after I made an online purchase. In my opinion, this is why this store is destined to fail. "
"We ordered a dock box online and waited 2 weeks for delivery but ok, understand things are slower these days. When it finally arrives, we open the box and the fiberglass dock box is shattered. We immediately call customer service and get told "they will get back to us" Four days later we call again and am told " a case has been created and they will get back to us". Wait a week and call again are told "we have the case and the man who schedules the pick up was away but has the case now and will get back to us". Wait another week. On my 4th call I am told " it is a case we have to take up with the shipping company, West Marine is not responsible, and the customer has to contact the shipper and take care of it"
Three weeks and no one could have told us this earlier as this large, shattered box sat in our front yard??
Horrible service. Ordered from Amazon and it arrived 3 days later in perfect condition. Lesson learned."
"Horrible service. They sent me wrong products and after returning it, they didn't refund in-spite of multiple phone calls, it's been two weeks.
"
"I bought a 500$ fish finder with a bad transducer and they will not let me return the unit with in 2 weeks period "
"West Marine shipped me a new trolling motor in a box full of dents and holes. Upon closer inspection it had been previously opened and sloppily restapled and taped. The motor was damaged. The tiller assembly rattled with broken plastic parts. The parts requiring assembly were tossed unwrapped into the bottom of the box. Very sloppy. Very disappointing. When I sought help they turned on the bureaucracy and referred me to a list of phone numbers and email addresses. It’s hard to trust a company that shows so little regard for customer service."
"buyer beware, item never shipped.
"
"I made a online purchase and found that the product failed while using it on the second use. I called West Marine customer service and they were very helpful in a solution to my needs. Thank you for your excellent customer service. I will use West Marine again"
"11/29/20. Printed out my $10 reward certificate for being West Advantage Gold Reward member. Certificate expires 9/27/21. Store would not honor the certificate. Sales clerk "Norine" just said system would not allow and gave me the company toll free number to call. I asked her simply to just honor the certificate I printed that very morning and she said no. Terrible customer service...for 10 bucks! Left me feeling terribly about this company and will now always seek other retailers for my needs. Really West Marine? Is that how you treat your customers? I will tell everyone at the marina where I dock my boat about this experience."
"I understand delayed shipping but I payed for 2 day ordered onn 8/3 and did not get until 8/10/20. I payed 21.95 for additional shipping. You should not offer it if you cant deliver. I needed to return the item since I didnt get it in time and yep I have to pay to send it back. Customer service person not to friendly about it either. Would not purchase from them again!!!"
"I purchased in store and was told it would be shipped in two days. I contact customer service
to just get the run around. I will never purchase from them again unless I can purchase it in store."
"I ordered on june 12th for almost 500 USD material from Westmarine , they charged me on 15 th july and told me they send the items in Taiwan where I live.. Then , since now, no news .. we are the august 11th .. I send many e mail ( 5) , phone .. 1 answer only on august 4 th saying :
Hello Philippe,
We apologize for any inconvenience. We are in contact with our order management department to get the tracking number.
Then nothing more ... They obviously dont care .."
"I don't wait this long from any other retailers."
"I've bought at West marine for years. Just started ordering online. Had an order show shipped, then a week later same order showing in process. Called and couldn't get through. Went through the online help. No help.I will not use West Marine again."
"Told would arrive in 7 to 10 days. 10 days still shows in process. Contacted customer service and received typical "sorry we are experiencing higher than normal orders". Hmm people are out of work...maybe hire more people and cash in on the high number of orders? No wonder West Marine is having to close stores and is just short of being out of business. Terrible and getting worse at West Marine"
"I ordered three things, first two came in quickly. Third item which was a piece of rope remained unshipped for another week and a half (items shipped were useless without the third item). Then it changed to "In Process". Using chat was a joke. Chat says your are first in line. Half hour later and 15 messages saying "you are first in line" nothing had changed. I gave up. Then I called after waiting five minutes, a messaged tells me I am 181st in line. But they offer a call back. The call back came about an hour later. The agent told me that since it said "in Process" it meant it was packed and ready to ship and would go out later that day or tomorrow. (and it was going to ship from the other coast). For the next 3 days it remained as "In Process". I tried sending an email inquiry. I received a form letter email back full of excuses with nothing specific to me twice (but different form letters). Finally 4 days after it went from not shipped to "in process" It now says shipped. It is supposed to arrive in a week, which will mean, if it arrives in time, 19 days. How long is the sailing season in New England? 19 days is a major chunk of that time. I wouldn't order again from West Marine for something I need. I forgot to mention that they sent me someone elses order too, which I had to wait in line at the post office to receive. The couldn't figure out who should have gotten it. Maybe it was your order?"