ComplaintsforWest Marine

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased an inflatable raft from West Marine online, 7/2/24. Picked up the raft from the ***************, ** store on 7/15. We went to the New ********************* of motor vehicles to register the raft and were told that we do not have the correct paperwork. Called the store and found out they were supposed to give us some kind of paperwork and receipt of online purchase when we picked it up, but were not giving any of that, spent the next week chatting online with customer service from ********************** and speaking to over 25 different representatives trying to get this situation rectified so I can register the inflatable raft. Each person I spoke to seem to give me a different story and promised for follow up, which none of that happened either Fast-forward a week later, we are in the same situation, no help from West Marine. They basically told me Im going to have to wait for them to produce, which could be a while. The purpose of buying this raft was to use it on summer trips, and summer is quickly fading. I purchased this raft for $1200 and paid $103.50 in New York State tax. The *** department of motor vehicles requires us to show a receipt with the purchase price tax and the boat HULL number. If I wait for West Marine to produce these documents, it could be weeks and I am stuck with a completely useless $1200 boat for the rest of the summer. The only way I can register is to repay the New York sales tax, which at this point I dont have a choice with doing because of West Marines mistake at the store. *** explained this to each and every representative I spoke to and quite frankly so many of them were rude and cut you off and wouldnt let you even explain the situation and what was needed by the New ********************* of motor vehicles.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My order was cancelled but wear marine never refunded my money they owe me about 600 dollars . I only received partial order . I even got an email stating partial order . They never refunded my Affrim account and now I am liable for the products I never received. I have called them at least 5 times , there is a case number but no action abd my payments are due to affirm.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 5/25/24 I purchased several items as noted on attached receipt. $204.10 to be exact. The Polarized sunglasses, item ******* started pealing the blue color about 3 weeks after purchase. I brought back said item today, 6/28/24, ready to purchase an additional $200.00 dollar of merchandize. I was told that they cannot do anything to help me, despite being a consistent and loyal customer. They gave me the number of the manufacturer. As a result, I did not purchase the additional items. I have spent thousands of dollars at this store as a boat owner and they chose to lose me as a customer for $37.49. Management needs to be notified and I want my money back.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 1st I placed an online order to West Marine for a hypalon inflatable boat. The boat was delivered to the ************** store. When I picked it up I found it to be more heavy than I anticipated. Once I unpacked it I realized that I should have ordered the *** version which was considerably lighter. At this point I had only taken the boat out of the box and not even unrolled or assembled anything. I decided to take the boat back for an exchange. When I spoke with the store manager, he refused to accept my return. I was treated rudely and as if I were ignorant for not knowing the store return policy. When I explained that I did not know this item was nonreturnable he showed me a faded sign at the point of sale with the policy. My issue is that nowhere during the online purchase was this policy disclosed, not even at the checkout portion. The manager referred me to a ***** # but said his answer was no and he has the last say. I called the number and opened a case with West Marine. **************** said the item can not returned as well. I asked where the policy was online and they said I needed to search for it. I did and explained it was nowhere in the description. I researched CA return laws and Civil Code Section 1723 states that nonreturnable items must have the policy posted which they did not. Also that in the store the policy must be posted at every entrance and directly on every item that is nonreturnable. I went back to the store and it was not. West Marine is in multiple violations off the code. Based on the fact that they failed to disclose the noreturn policy in the online point of sale or on the item in the store, I feel my return should be accepted. Furthermore, the policy does not even specify my item as nonreturnable. They only refer to "life rafts" which are a completely different category. I asked several times through email and phone to speak with upper management and my request was denied. Now Im out $1743.99 and stuck with an item I cant use.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I am requesting delivery of the Flotation Pouch for the RescueME PLB1 personal locator beacon that should have come with the product. On September 4, 2023, I purchased, online, the RescueME PLB1 from West Marine and received the product, order number ********. However, I did not receive the flotation pouch that was listed in the product description on the website. I contacted my local West Marine store and on September 8, 2023, the local representative completed a submission form about the missing flotation pouch and sent it to the manufacturer in England. I was then told by West Marine to contact the manufacturer by email, which I did. The manufacturer got back to me stating that I had to deal with West Marine directly, since West Marine was the retailer I purchased the product from.After multiple emails, on September 12, 2023, a Customer Support Team Leader from Ocean *********** Emailed me stating I have spoken with a colleague of mine, and we are going to send you out a pouch as a good will gesture to the address you provided. Unfortunately, I have yet to receive the flotation pouch.On October 6, 2023, I sent a follow up email to the Customer Support Teal Leader inquiring as to when I may receive the flotation pouch. I have not heard back and have not received the pouch. It has been over one month since my last email.Attached is a copy of the product description indicating that the Flotation Pouch is included.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  First, I notice MANY similar complaints for this company on BBB site so I hope this is issue is resolved for everyone. Second, this is the second time I've experienced this issue with west marine. Date of transaction: 10/29/2023, order (********) placed then placed on backorder and canceled next day. I chatted with customer service rep online and personally talked to manager at store with no resolution. Pricing policy on website indicates WM has the right to cancel due to price errors. However, item was marked as "clearance" some days and then regular price other days. Full audit trail of item offered on website should be examined. I purchased item marked as clearance. Policy states that once item is marked as clearance it has been "permanently reduced". Not true (review audit trail) and this is directly in conflict with their policy. As I said earlier, this has happened to me twice in past year. Item is offered at reduced price but then order transitions to backorder and then is cancelled within days. I have no problem with backorder but do have problem with canceling. If they don't want to sell me the product at the price they offered, then they should not have posted on website in the first place. Again, false advertising. Like any other business I purchase from, I want WM to honor my order at the price they offered. I'm quite sure if I ordered item at regular price, it would appear on my doorstep within days. If this issue is not resolved, I would at least like to see false advertising practices at WM corrected.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a West Marine dehumidifier Model ******* and the fan quit working. I was afraid it would overheat in my boat and boathouse. This was a liability. I had purchased with cash and not used my account number since I did not want all the spam from West Marine. I took it back to the ********** store manager and asked to have it repaired or replaced. After waiting 45 minutes I was told they could not do anything for me. I asked again to have it repaired but was told they could not do that. Terrible customer support. I left unit at store. Want it replaced.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Have been trying to get a response after numerous email contacts. They just will not respond and are ignoring me so looking for some help please. I bought online and received the product in ******** **. My contact was through customer career but again, they just will not respond. I love the product, just didn't expect the dock box to fail within a month.I sent them this:Order # ******** was perfect when I picked it up. We had not used it nor was anyone at the dock as we were out of town.. Last week I noticed that the unit had a small crack open up on the lid corner. This AM it's even bigger. Need to know what warranty is and how we get replaced/fixed?

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Membership Refund-West Marine Store **********, ** My husband, who has a disability and is over 60 years of age, went into the West Marine Store on 5/2/23 in ********** to by a 2023 Waterway Guide. The manager, *****, sold him an outdated 2022 Waterway Guide and talked him into buying a $25 Annual Gold Membership. WE DO NOT own a boat. We do not buy boat products from West Marine. Memberships are for boat owners. I immediately Called and emailed West Marine **************** in May 2023. **************** stated the ********** Store would NOT credit my ***** Therefore, West Marine **************** stated they would send a refund check in the mail for $25. I have emails and phone records to prove this fact. The check NEVER arrived. I called customer service a second time. I was told a SECOND time that I would receive a check in the mail. The check never arrived. Meanwhile, I have an email from ******************************* West Marine **************** also stating in PRINT that I would receive a refund. I never received it. After waiting almost 4 months with multiple phone calls, emailing, and being lied to I called West Marine again on 8/15/23. I spoke to ***** in customer service. ***** called the ********** store, spoke to the West Marine ********** store manager, whose name is *****. She is the manager that sold the membership to my husband back in May. This is the store that refused to refund my **** for almost 4 months. ***** at customer service now, suddenly stated that the manager would refund my **** over the phone (but refused in the past). The manager told ***** she was "busy" and would call me in "just a few minutes." Three HOURS went by, and finally *****, the manager calls me with an ATTITUDE. She said memberships are non-refundable. I said to her, I was never told the membership was non-refundable by anyone at West Marine. In fact, I was told multiple times I would receive a check in the mail because YOU, the manager would not credit my **** over the phone. I won't be spoken to by this woman in that tone, when she created this entire issue that is almost in the 5th month. I want my refund of $25.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Note: Major complaint derogatory letters hand written on a delivered box from west marine.com received December 6, 2022 to our address of ****************************************** Order # XXXXXXXX Date Ordered: 12/01/2022 Order Status: Shipped Shipped to: *********** ****** ********* *** **** Block Model # XXXXXXXX ******* On December 6, 2022 my wife and I received a package delivered to us with hand written letters ***. I contacted West Marine that night. I talked with two previous operators and eventually Spoke to a supervisor named *****, ******* west Marine department contact specialist center who handled Complaint. ***** says he do not know why *** was hand written on our box or if it is a code and coded *** on our box. *****'s Email address is *********************. I sent pictures of the package and he acknowledged receipt. Then he stated ******************************** is the carrier who delivered this order to us. Their phone is XXX-XXX-XXXX in ***** their hub is out of **************. I acknowledged that was what the previous operator stated as well. ***** asked that we give them a couple of days to allow his department to return to us an answer from their investigation. I gave ***** 48 hours. The Logistics company took a very so what attitude and We'd have given West Marine every chance to calm my family down and take ownership of their shipment. I have offered many solutions but no one their want to help me restore harmony in my home and satisfy us as a customer. Do I call the State attorney general's office, NAACP, SCLC and TV news station to get their attention. Because I have emails revealing our desire to move on. My wife is terrified and ************************** I do not need this stress of a hate crime. I am attempting to retire*********************** and enjoy my family however this type of foolishness is unacceptable specially when a company like this hires a sub contractor who screws up then they take a oh move on attitude.

*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. ↩