West MarineReviews of westmarine.com

now that the Delaware store is closed, as long time Pro account company we are done. Customer service has moved to only chat, and that doesnt open til 10am. clearly they are not intersted in commercial accounts anymore. Sad we will miss the great responsive staff at the New castle store.

I bought this tube at West Marine in Apollo Beach. They were closing down the box looked a little beat up , but they reassured me it should be perfect as I open it up. The entire tube has been sliced and it looks like someone’s tried to repair it and now we’re stuck with a tube with a hole in it. I’m very aggravated with West Marine brand new tube.

I'll start with the positive and say generally I've had success with online orders. The reason for the 1 star is because when you have a problem there's no customer service to talk to. Chat is the only option (no phone, email, or “contact us” form) and I've been waiting in the queue for a half hour so far. They emailed me a discount code that doesn't expire for a few more days, but it doesn't work and the email or website doesn't tell you why it doesn't work (what items are excluded for that promo code). I keep saying I won't come back, and I did wait more than a year this time, but their selection is so good it's tough not to come back (until my experience today - I'm going to try to stay away for good).

Like other complaints that I've seen, my order is much later than I thought and there is NO human to talk to. In fact, their chat doesn't even function at all so there is ZERO ability to figure out where the order is. NEVER will I use this company again. They closed a store near us and I think that whole company is going down the tubes.

Worst place I have ever dealt with, would go negative stars if I could. Saved up $1400 and ordered my new Garmin UHD2 94sv chart plotter/ sonar. The unit came in even earlier than they had estimated, I thought great, I opened the box and nothing was packed like it should have been, so I took inventory of what I had and found that I was missing the protective cover, the transom mount for the transducer, and the transducer as I looked it over a little more I found that the base that the head unit snaps into did't even fit the head unit. So I contacted customer service via chat and it was the most bizarre chat I have ever had, anyway he to me to send the unit back and provided a shipping label and after they received it the would refund my money and then I would have to reorder if I wanted it still.They couldn't just send me a new one. So I sent it back and waited for the tracking to show it delivered, 48 hours went by with no refund so I contacted them again only to learn that it would take 2-3 weeks to process the refund. Now that is awesome customer service for you.Guess I will by the new one elsewhere, eventually when I get my money Kevin P

I tried to order a couple shutoffs online. The order didn't ship after a week so I contacted them, which can only be done through online chat that took about 30 minutes to get a rep. The rep assured me they would send me an update email in the next 2 days. after a week I am currently trying to get through to them via chat and after waiting 30 minutes to get through they closed out my chat and now I'm waiting again with twice as many people in queue.

No customer service reps to talk to on phone. Limited hours and always “unavailable”. Not even an option to hold. They refer you to chat on website. Very long waits and poor solutions. Chat delays and disconnects also, so they completely skirt addressing issues with their customers. Do not use West Marine. If you have had a similar experience, report to BBB. Wouldn’t be surprised if a class action lawsuit happens w them. Save your receipts.

Although physical stores are often convenient and helpful, the online store is useless. I’ve tried submitting the same order twice and have yet to be successful. Both orders have disappeared somewhere along the way. They’ve navigated customer support to a glitchy chat bot that drops you more often than not. If you do reach an agent, they don’t follow-up as they promise. I’m honestly not positive that this website isn’t just a scam. Avoid at all costs!