“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.”
“Had an issue ordering online. Call them directly and they said someone would get in touch with me to solve the issue and never did. I sent him a subsequent email regarding the same issue I get no response. Their customer service is very poor. When somebody contacts you because they want to buy something from you, that should get first priority.”
“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!”
“We went in today needing help with a valve from a old inflatable West Marine kyak. We had 3 people helping us. All VERY nice and trying to help. In the end they could not help but sent me to someone who could. I give 5 stars for customer service. We will be back.. (I saw an nice jacket I have my eye on. Lol) thank you for your help ~♡~”
“After purchasing the wrong product and requesting a cancellation i was left slightly annoyed at the response from their chat line. I received the product and requested a return label to which i was met with exceptional customer service. The product was great, just not what i meant to order and i appreciate the help i received fixing my mistake. Thank you West Marine.”
“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.”
“Joe Fishing in the West Islip N.Y. store is amazing and very knowledgeable. He has helped me on three occasions. Once was the purchase of a rod and reel with expert advice. Another time he sold me bait that was unconventional but he promised it would catch Fluke and it did. Lastly he advised me on how to buy a bigger anchor that I needed but could not fit in my anchor box. I highly recommend Joe to anyone that has any questions marine related. He is a wealth of knowledge and a really nice guy.”
“Stopped by the Rock Hall store to get some parts, was surprised to see a new manager. She was very friendly and extremely helpful, was interested in understanding what I was trying to do, and was able to help me find what I needed. A great new addition to this store.”
“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 ordered 2 pairs of sneakers Saturday November 23 received them Monday
morning November 25, that was super fast delivery! I love the sneakers they are perfect! Great experience with this company!”
“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.”
