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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2022

      Type:Billing Issues
      Status:
      Resolved
      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 ordered two air conditioning units from West Marine to be shipped to ****************.
      When the shipping confirmation email came through, it stated two units ordered, four units shipped. I immediately called to try to stop all units from leaving the warehouse but it was too late. The representative, Teresa, said she would contact the shipping company to issue a return for two units.
      My credit card was charged for four units instead of the two I ordered. Teresa issued a refund immediately for two units.

      Unfortunately all four units were delivered to the mail center in ********** the following week then 15 minutes later, all four units were collected and returned to West Marine.

      We were departing the territory, so the delay in delivery became a problem. West Marine did their best to ship two different units while the others were held up in the return shipment, so they had to charge my card for two more units. Unfortunately there were no units available to be shipped, so I had to wait 3 weeks for the units to return to West Marine then be shipped to*********** again. My card again had been charged for four total units, but I only received two units.

      This does not include any of the customer service issues and miscommunication complaints that I have with this transaction. I am only submitting this because I have been trying to resolve this issue for 2 months and still have not received a credit for the units that I did not receive.

      The total dollar amount that needs credited is $3,599.98.

      Business Response

      Date: 08/23/2022

      Consumer Response /* (2000, 9, 2022/08/23) */
      BBB Complaint Case# ******* (***************************)
      West Marine contacted me directly and finally issued my credit. Complaint has been resolved. Thank you

    • Initial Complaint

      Date:07/28/2022

      Type:Billing Issues
      Status:
      Resolved
      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 ordered an air conditioner at the store on 7-21-2022, paid cash, 1,915.94 dollars. Found out the next day they were out of stock. The store refused cash refund, they said it would take 3 to 4 weeks to mail me a check.
      I called the number they gave me************* line is always busy. I sent them two messages on there website, no answer. Is this legal? can they keep my money for up to 4 weeks with a wait time of a week for check to clear at my bank? I told them in the message that I really need this money to buy another air conditioner.
      Thank You

      Business Response

      Date: 08/30/2022

      Consumer Response /* (2000, 18, 2022/08/30) */
      Complaint has been resolved.

    • Initial Complaint

      Date:07/20/2022

      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.
      Bought a dinghy from West Marine June 2020. The dinghy has a 5 year warranty. June 2, 2022 I contacted West Marine and let them know the seams of the raft were beginning to separate and leaking water. I was asked to send pictures of defect, provide copies of the bill of sale, copies of receipts and pics of the VIN # and hull #. I have sent all of the requested items. I have called numerous times and sent numerous emails to no avail. When I call I'm asked to provide a complaint #, which I have not been issued and they willnot issue one over the phone. When I send an email they respond days later with no info, just a quick response saying " we appreciate you contacting us and we will be looking into the info you gave us and look forward to getting this issue resolved" I need this issue resolved ASAP. Thanks for your help.

    West Marine is NOT a BBB Accredited Business.

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