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Business Profile

Boat Supplies

West Marine

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Boat Supplies.

Complaints

This profile includes complaints for West Marine's headquarters and its corporate-owned locations. To view all corporate locations, see

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West Marine has 41 locations, listed below.

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    Customer Complaints Summary

    • 26 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been a customer of ********************** for over 10 years and have mostly always been satisfied until this last horrible experience. I visited the *************** location and dealt with a horribly manager named ***. He didnt care that his employee provided me the wrong information. I tried to return the item which was worthless due to their employees misinformation. I was told to buy the wrong product to fill gel coat cracks. I left the product there as I have no use for it. He refused to address the issue and instead acted immature. I plan on opening a credit card dispute.

    • Initial Complaint

      Date:01/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:12/02/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:07/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:07/01/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:06/24/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:11/14/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:10/31/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date:09/28/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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.

    West Marine is NOT a BBB Accredited Business.

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