Complaints

• 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 The manager, *****, sold him an outdated 2022 Waterway Guide and talked him into buying a $25 Annual Gold Membership.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.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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

  09/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  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

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  08/30/2022

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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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.

*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. ↩