“Their product description online was wrong, now I'M PAYING to return the parts. After finding they don't even have a customer service phone number, I spent an hour waiting for a chat agent to connect who told me there was nothing they could do and he doesn't even know if they carry the correct part.
First and last time shopping at West Marine, thanks for nothing and dekcuF teG.”
“We called before coming to have them pull the parts we needed. We get here and some parts were not available and the other parts were wrong!! This would have been nice before we drove an hour. In addition, the staffer was flip & very unapologetic.”
“If I could put a zero star in would ive waited 14 days for a simple anti siphon valve just for the chat to tell me its been lock up in computer or something. So I had to cancel the order lucky I ordered from a different place an I got 2 valves for the price of one at west marine an I got the 2 valves in 3 days .. do not shop online here for anything you can only chat with Ai for customer service then if it does send you to an agent it takes forever to chat with them an they will just tell you they can't help you with that an leave you hanging no # to call or anything worst experience ive ever had with a company but I guess it could get worse i haven't received my money back yet after canceling so I may never see that 41.00 dollars again”
“Placed order for LED light strips and switches, lights showed up, but no switches. I've tried to contact through there "chat" and keep getting cut off
I've made my last West Marine purchase!!!!
It's not just poor customer service, it's No customer service!!!”
“Bought a throttle cable from West Marine in Houma, third time out in the boat, the throttle cable snapped. Cable was checked out by a professional shop local. West Marine informed me they do not warranty or return installed items. Terrible customer service selling bad products!”
“Ordered some vinyl letters for my boat. Said super fast shipping right beside the item I purchased. A week went by and they never shipped the item. Canceled order and wont be doing any more business with them. Do not recommend. False advertisement.”
“I have never had my credit card hacked and that’s because I rarely use it. I usually deal in cash or checks. A few months ago I purchased some products at West Marine I Washington NC.within 8 hrs. I had my card used for $750 in California. Be aware!”
“Website sucks!! Product details obviously not written by anyone who has ever been on a sailboat. Order process is horrible… impossible to pay for the damn order.
West Marine has slipped a LOT since the days when they were a worthwhile supplier”
“According to free shipping, the company has in the application a recurring charge in other words, a scam, a recurring charge of 30 dollars a month, shame on you, West Marine. You know, and you do nothing.”
“Check out on West Marine web site is terrible. The site charges shipping when it shouldn't and legit promotion codes like black Friday week codes do not work. Chatting with representatives brings promises of a refund but I read these often are not forth coming.I have to think a company of this size has the ability to fix issues like this if they wanted to. I don't have similar issues with other sites. It's deliberate. Shame on West Marine.”
“Someone's really dropped the ball in their stores. They used to have everything I needed kind of like the home Depot for boating. Now five trips leaving empty-handed they are out of everything what they do have is China junk. It's a shame it was a great store.”
“I bought a dinghy from west marine 2 years ago. The PVC started melting away and I brought it up to a manager. He said he would start the replacement process and get back to me. A couple of months later I brought it up to a different store and they did get the process started. they emailed me back that they prorated my return and I would get back less than half of what i paid for it after it failed after 2 years in a 5 year warranty. Nobody at west marine corporate wants to hear complaints so there is not a place to complain to or write a review. bad warranty, bad policies, bad customer experience.”
“Incompetence or deceitful? Either way, stay clear of West Marine. I ordered a Push Pole from West Marine for $243.79 which they promptly charged my PayPal as soon as it shipped. Given their price, the standard shipping fee of $9.99 was waived. However, the United States Post Office refused to deliver the package unless I agreed to pay $106.56. I did not agree and immediately replied to West Marines' confirmation of purchase email but never heard anything back. I filed a complaint with PayPal and haven't heard anything from PayPal either. Seven days have passed since I first contacted West Marine. I even sent them copy of the USPS form. Still nothing. Incompetence or deceitful? YOU HAVE BEEN WARNED.”
“⸻
Order #23030026 – Same Day Delivery Not Honored
I placed an order on September 25, 2025 for a Gelcoat Repair Kit with same-day delivery to Port Charlotte, FL (Order Total: $75.21).
West Marine promised same-day delivery, but my order still has not been delivered as of today. This is frustrating and disappointing because I relied on your guarantee of quick service.
I respectfully request an immediate update on my order status and an explanation as to why the same-day delivery commitment was not fulfilled. If the item cannot be delivered as promised, I expect a refund of the shipping charge and compensation for the inconvenience.
West Marine, please take accountability and resolve this issue promptly”
“Larry, guy working the counter, called us liers claiming the part we tried returning wasn't from the store. He's the one that sold it to us 2 weeks prior. If we couldn't return it that would of been fine but to imply we were trying to scam the store in front of other people was very inappropriate and uncalled for.”
“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!”
