Business Profile
Boat Supplies
West MarineHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Boat Supplies.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/10/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a 3.5 hp mercury outboard on 12/30/2024. The motor will not run and they will not take it back. They want me to take it to another dealer to have it fixed. No other dealer will look at this for me. They should be responsible for giving me a working engine.Initial Complaint
12/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On 11/24/24 I attempted to purchase an inflatable boat from West Marine. Each purchase was confirmed followed by a cancelation notice because west marine was unable to verify my identity. However, I am a member of the website. I also used ****** during one of my purchase attempts as a way to verify my purchasing identity through a third party. West Marine does not maintains that they will "contact you to confirm your identity," though they, however, do not reach out to confirm your identity, they simply cancel your order. Their process as depicted on their website is not accurate to their normal operating procedures and should be amended to reflect the true and accurate statements.Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
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
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
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
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
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
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
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?
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
25 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.