"I called and spoke with someone before placing my online order and then spoke with customer service twice more the next two days concerning my order, a fishfinder and tube of sealant. When my package arrived I was shocked to receive only the sealant and a note that my fishfinder is on backorder. When I called customer service to ask why I wasn't told in the three phone calls that it wasn't available, and why it was still showing available on their website, I was told that it is no longer available at all and will not be. They offered to give me a $20 discount on a unit that cost more than $200 more than the one I ordered. No explanation as to why they didn't tell me, or why the website still shows it as available and then to give such an insulting offer to make up for their repeated mistake was the last straw. Will NEVER purchase from them again."
"A new unopened west marine branded vinyl mildew stain remover leaked on and discolored my leather car seat- I had just bought this, taken it out to my car where I laid it on its side on the car seat, and the paper bag and my seat were soaked within 10 minutes of the purchase. The local West marine staff referred me to the corporate office in Watsonville California who did an "investigation" in which they said they saw no leakage on the store shelf where the bottle was located, therefore they denied any responsibility for this. Note that the bottles in the store are upright, the leak occurred when the bottle was laying on its side, and they did not even ask to look at the bottle which leaked. I then wrote and told them I thought their investigation was incomplete and offered to send them the bottle which leaked but West has refused to do this or to respond to any additional communications I have tried to make with them - even going so far as getting Boat US to contact them. Although the local staff at West Marine is friendly, this experience was an eye-opener because i've been a West customer for many years - but this was my first complaint and had to deal with the corporate office "
"After driving 40 miles to West Marine in Fort Walton Beach,FL last night to p/u a battery switch I found myself running a few minutes late and realized that I was not gonna make it before they closed so I called them and explained my situation and they were very helpful and stayed late and accommodated me.They are very knowledgeable and go above and beyond to make sure you not only get what you need but also @ the best price."
"item didn't come as specified I call them no help customers wrong. after getting off the phone I go to the grocery store to get my 4 year old and 4 month old food to find out my debit card has been stopped they had put another order on to my debit card on unapproved making an overdrawn account locking my money up for 7 days no way to feed my family now. in still won't make it right"
"They have terrible customer service , terrible return policy and outrageous prices. I don't know why somebody is buying from there open your pc and shop around."
"West Marine is not capable of international shipments.
Do yourself a favor and purchase from a more reputable supplier"
"One of my Favs, they provided me with excellent products. They are with in driving distance of about 2 hours. I tend to do my orders on-line. always treat well. even have recommended them to other boaters"
"Buyer beware! My first order was ok, nothing special. The problem was when I tried to reorder he product. I added the product to my cart, $140 price in cart, checked out. I got all the way to the final page of checkout to confirm my order and the price jumped from $140 to $197! If I hadn't been paying attention I might have just confirmed the order and ended up paying the extra $57! ...which they probably count on. When I called customer service and spoke to Hal, he said "well, sir, prices change all the time." I can understand that, but in the middle of my order? That's just not good practice. Other retailers that I've purchased from offer to honor the price if there is a change during checkout. To me that seemed like "bait and switch". I will go out of my way to not buy from West Marine again. "
"called the point place store in ohio about availability of andodes for a "2003" bravo 3 drive" yes we have them "click"
hung up drove over on my lunch time to get said parts and guess what oh we don't have them. i said i called and was told they were in stock. same guy who was on the phone says (the voice) well you must of made a mistake. this store has the worst customer service i have ever seen the only people who care in there are the ladies at the cash registers. i WILL NEVER USE WEST MARINE AGAIN!! i got my parts at my local marina 30% cheaper and was treated as a customer not an idiot. best advice shop around and forget west marine"
"Horrible customer service and ecommerce experience. Placed a simple order for an Egift card for my brother's birthday on their site. There's not even a physical delivery involved- just an email. Simplest order you can get, right? Wrong. They held the order automatically and called me the next day and left a voice mail to that I needed to call back to "verify my shipping address". Shipping address? It's an email! I called back and spoke with a rude customer service rep who told me they needed to confirm the order since it's a "large amount", which it wasn't. I can only assume it got flagged because the delivery address was different from the billing address. Which makes sense, since, you know, it's a GIFT card. Anyway I confirmed the order and hung up thinking that was that. Wrong again. Apparently I must have let my annoyance at the bureaucratic stupidity of the situation through a little too much on the call, as the agent did not release the order. Now I don't have a gift for my brother and still have to deal with their brain dead customer service over something that with literally any other vendor would have gone out instantaneously. I'm going to tell them to screw off and just give him a visa gift card, since ecommerce is just too difficult for them. "
"Ship to store? Good luck, the shipping tracking number only goes back to the order confirmation. NO tracking. NO idea when the order arrives at the store. 12 days later, I call and told they the store should have the part. They just have so many orders, they just don't have the time to call. What risk does West Marine have? They got my money, who cares, right? No thanks, this has to be the worst online experience I've ever had anywhere."
"I will not be ordering from West Marine any time in the near future. There is another place with much better prices and no tax. Person I spoke to on the phone was not very friendly or helpful. As a matter of fact he was a little rude."
"Purchased two hardware items in the store in Woburn, MA and the total was $62.89. They were roughly $30 each plus tax. A sliding bolt for the inside of the cabin door and a hasp for the outside of the cabin door so I could keep it locked. The same exact two items online, without being in a plastic West Marine bag cost me a total of $13.61 which included shipping. That is 550% higher than what I paid."
"West Marine sucks............waited 15 days and it was discontinued before I ordered it. Nobody told the public or me(the buyer). Finally got a survey, no order..........discontinued, but was I informed, NO! After 38 yrs in business in St. Petersburg, I cannot condone doing business this way or I would be gone."
"Gave excellent service on defective item with west logo long after purchase."