“Their "Call Center" has a recording that says representatives are not available by telephone! Unfortunately, this is consistent with the service quality in my local store, which seems to be staffed by unmotivated, untrained people with no boating experience, where inventory is sketchy and unpredictable.”
“Poor customer service. No one answers the phone and no response from their live chat. I won’t buy a product from there again if they can’t support their customers”
“Confirmed shipment of a boat motor and charged my card yet they are unable to provide a valid tracking # for over a week.
Only way to communicate is via TEXT.
No way to escalate the problem either.
POOR SERVICE AND COMMUNICATION.
Order cancelled!”
“You can no longer contact Customer Service. West implemented a "Chat" only customer service that seemed to be an AI bot but as of the past several months the "Chat" line does not work so there is absolutely no way to contact customer service.
In December 2024 I ordered an item on line that was on sale and paid with a gift certificate. The order was cancelled several days later by West with no explanation. I discovered that West no longer had a customer service department that you could call and speak to someone. I used their "Chat" line and eventually got to a live person who said I would get a refund. Since then I have tried the Chat line but it no longer works. It has been five months since the order was cancelled and no refund or credit was ever issued. The customer service "Chat" line no longer works so there is no way that I can find to contact the company.”
“What’s the point of offering next day or 2 day shipping if you don’t have the capability to do so, I paid 40 dollars in shipping due to the urgency of the situation. Wish I read these before ordering”
“Purchased email gift card. Recipient did not receive notification. Tried many different ways to contact customer service. Customer service is an absolute joke….evidently they have zero live agents. Called my credit card company to void purchase. I had no other option.”
“I've ordered a product on line 21 days ago. Haven't received the product yet. Can't contact anyone from customer service. No one answers the Chat. West Marine is the worst.”
“Worst place to buy from, you cannot get ahold of an agent to help with returns, they sent me wrong size deck boots that were on sale, tried to caht online and they stated an agent would text me back, they never did. After wasting my time, I went ahead and returned the product myself had to pay $34 dollars in shipping, in hopes they getvthe product back and send the right size deck boots. Never again will I buy from this store!!
8”
“Bought a custom chair for boat. It’s too large. Tried to return and was told that despite the fact that I ordered it on line and that there was no West Marine store within 200 miles of my location, the only way to return the item was to take it to a store. Ridiculous! Don’t order from this company unless you have a store near you!!!”
“I tried to order an item on sale only available online. Went 150 miles from my house they had none. Couldn't talk to anyone bit on Chat and Ashley G. just stopped chatting with me.”
“They shipped me open boxes with product missing. The stuff that arrived was OBVIOUSLY used; sandy and scuffed. And there is no customer service at all; not bad service, there is no ability to report missing items. There is no phone number and if you call the store, they so to go to the website. The website has a chat option. That chat is not manned, its just a bot that says they cant help”
“Ordered an inflatable raft online and had to pick it up at the store. The sales person at the store loaded into the car and when we try to register it with the department of motor vehicles, it was missing paperwork that the staff member from the store should have filled out, spent a week calling customer service lines and emailing people with no help. I was actually screamed at by a staff member and told me they weren’t going to do anything after paying $1200 for this raft. It is completely useless because I can’t register customer service ever.”
“I bought something from West Marine. It did not fit after the guy that was working there told me that it would so I returned it. That was Saturday the 15th of June. On there website it says that funds will be immediately returned to the card if the receipt and card were presentable when the return happen. I had both my card and my receipt. I have the receipt that they actually printed out that says returns on it and now we’re on the almost 3rd day and I have not gotten my money back. Do not buy from here. I am not the only person that this happened to you, it happened to multiple people all the time all of their stores and whatever you do do not listen to any of their employees. They have absolutely no idea what they’re talking about more than 85% of them, I am very frustrated and you can’t get a hold of anybody because you call the customer service line and you sit on hold for two hours. You call the store there’s never a manager in any other stores. They always seem to have to. They had to leave just like five minutes ago, this place sucks. Do not go to it They will rip you off also”
“I bought Star Link system online from West Marine, just a bit under $500. I "chatted" with a customer service rep before buying the item and asked if the item came with all the parts needed to install.
"Yes, it is complete for installation".
It arrived, and of course the flat panel antenna instructions show that the flat panel is designed to sit on a deck, or the yard, or wherever one won't run over it, or the dogs chew on it or the critters chew and defecate on it.
West Marine does not handle the shipping return. I chatted with their help, which was not help. I called and set on hold until my life needed attention. I called the Anderson SC West marine and set on hold until the machine finally said no one was answering.
Let's summarize that West Marine's lousy customer service and misleading statements will ensure I remember their name and never buy from them again.”
“Bad Manager in Raleigh NC Store. I ordered registration letters/numbers for my boat and i was to pick up at the store. I received an email from West Marine that said "item(s) are ready for pickup". i drove 20 minutes to the store only to find out it wasn't there. I asked the manager to send them to my house when they arrived due to it being their fault. He refused and offered no apology. I cancelled my order.”
“Order battery boxes from them and probably did not do thoroughly research and the boxes did not fit my application. The return cost was more than the price of boxs. They did not email a return label and made the return cost up to me. I am now stuck with the order. Not happy with there return policy.”
