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Business Profile

Boat Supplies

West Marine

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Boat Supplies.

Complaints

This profile includes complaints for West Marine's headquarters and its corporate-owned locations. To view all corporate locations, see

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West Marine has 41 locations, listed below.

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:10/31/2023

      Type:Delivery 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.
      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

      Date:09/28/2023

      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.
      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

      Date:09/19/2023

      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.
      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

      Date:08/16/2023

      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.
      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

      Date:12/13/2022

      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.
      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.

    • Initial Complaint

      Date:12/03/2022

      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.
      10/26/2022. I paid ******* with a ****** Next day deliver fee. I have contacted them multiple times and they said they will make a note of it. I still haven't received the item I ordered or a refund. I am not pleased with this company at all.

    • Initial Complaint

      Date:09/27/2022

      Type:Customer Service 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.
      West Marine adds expensive and high demand products into their Clearance section but then cancels the order once chat team is contacted to track the order. This is clear false advertising. They hold your money until you reach out to get a refund.
      No action is taken to right the wrong of false advertise and not providing services paid for. A simple return charge to payment method.

      ACTION REQUESTED: Negative mark on the business and/or resolution to stop the false advertising.

    • Initial Complaint

      Date:09/27/2022

      Type:Delivery 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 kayak paddle on clearance via the West Marine online sales WEB page. After waiting three weeks, and not receiving this product, I call the West Marine customer service center. I was told the product I ordered was out of stock and the representative said they will cancel the order. And refund the purchase amount Since then, it has been over two months, several calls to the customer service center has been made. Last two times this has gone to a supervisor (based on the persons I spoke to on the phone). I was told I would receive a gift card. Never did. I was told I would have reward certificates place on my account, which did not occur. For over two months I have been attempting to obtain a refund. West Marine has failed to refund the amount owed to me.

    • Initial Complaint

      Date:09/20/2022

      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.
      I saw online that West Marine had Torqueeda motors available on clearance. I called my local Denver West Marine to make sure and was told - yes, they had 3 motors in Annapolis, Maryland and to go ahead to purchase online. I, literally, then pulled money out of my retirement to purchase the motor. When I placed the order online I called the Denver store again and he confirmed, they had my order and all was well. Then I got an email saying my item was on backorder. I called the 1-800 number and the lady I spoke to confirmed again - by calling where the motor was - that it was indeed in stock and would be shipped. I called a bit later and was THEN told - sorry, they couldn't ship the item and then cancelled my order. She stated that because it was a lithium battery the story couldn't ship it. However, two other people on three separate occasions assured me the item could and would be shipped.
      I find this to be bad practice at best and false advertising at worst. The item should A) either be available or B) not online to order. The people I spoke with assured me up until the last person - that I would get my item and not to worry.
      I feel that they should honor the price available online and send me the item I requested (Torqueeda Short Shaft 1003C Travel Electric Motor for $1500) or a comparable item at the same price. By advertising the item was available and telling me directly it was and then not sending me the item is False Advertising and a crime in Colorado.
      (In addition - I asked to speak to a supervisor and was told they would call me. They have not.)

    • Initial Complaint

      Date:09/09/2022

      Type:Customer Service 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.
      I signed up for Westmarine rewards program when I went to the west marine store and made a purchase. Subsequently I reached out to West Marine to ensure my online account is linked to the number I received in the store. My online account reflected the correct reward points and reward program number.

      I subsequently made multiple expensive online purchases which I assumed would be included in the reward program. However after some time, I noticed my reward points was not increasing. I therefore sent an online request to Westmarine for which I never got a response and just forgot about it.

      I later needed a radio and purchased the reward's gold program since the $25 for the gold gave me for free a number needed for the phone I purchased. Otherwise that number costs $25. Additional over that weekend WestMarine offered 4x reward for gold membership.

      No surprise, I never got the gold membership which I paid $25, I have to now pay another $25 to use the phone I purchased from them , and I still have no rewards for several hundred $$$ of purchases.

      Hence I called Customer service and I was told Westmarine has a ticket number for my request several weeks earlier to correct the rewards for my online purchases. The Customer service rep stated that WestMarine has a ticket but never responded. She also stated she tried to resolve but updates where not taking. She also said she was updating the ticket to reflect the conversation.

      At this point its clear West Marine's rewards program is FRAUDULENT. I would assume many people have no idea that their rewards are not being credited. Maybe a class action suit is appropriate as I believe I am not the only person. Before going that course lets see if**** can resolve.

      I want value in cash and not store credit as I do not want to be a customer of a company who knowlingly and negligently refuse to respond to tickets, avoids responding to valid, and simply does not honor is obligations.

    West Marine is NOT a BBB Accredited Business.

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