I am commissioning a new Catalina 350 and I ran into a major problem with my West Marine credit card. I purchased lots of electronics at West and charged them to the card. I then wanted to take advantage of additional sales and needed to pay down on the card so I sent them overnight mail a subtantial payment so that I could charge additional gear and take advantage of a promotional 20% off deal. Lo and behold I found myself being punished by being denied the use of my card for 30 days because my payment was over $1500. In other words pay off your West Marine credit card and find yourself being denied the use of your card for additional purchases for 30 days! Has anyone ever heard of being punished for paying off their card like this? I must say here, that the West Marine store I am dealing with, were just as appalled by this action as I was. Every attempt was made by the store to allow me to continue using my card for additional purchases. I had already spent about ten thousand dollars on gear and they certainly did not want to lose sales due to this "stupid" policy. We found a creative way around it but it certainly should have never have been a issue in the first place. Customers like me should be rewarded for paying down their debt and not punished by being denied additional use of the card.
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Mark
Ouch
Wow...ten thou on gear...what did you pay for the boat??? I too had a money problem at West but it was quickly resoleved. Their computer register tried to charge me $40 for a $9 light fixture. When I pointed it out on the receipt I was credited that amount on my charge card and given the light fixture for nothing. This does not make up for the $30 overcharge but does prove that their in store reps stand behind the customers (even though I had to find the mistake and point it out) -Mark
Wow...ten thou on gear...what did you pay for the boat??? I too had a money problem at West but it was quickly resoleved. Their computer register tried to charge me $40 for a $9 light fixture. When I pointed it out on the receipt I was credited that amount on my charge card and given the light fixture for nothing. This does not make up for the $30 overcharge but does prove that their in store reps stand behind the customers (even though I had to find the mistake and point it out) -Mark
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Pete Staehling
Bad Experiences with West Marine (A Rant)
I also had problems with their corporate policy among other things. I no longer deal with them. I ordered a folding bike at the local store. I was promised delivery in a couple weeks. I was required to pay in full up front. I charged it to a credit card. Almost 4 months later still no bike, and not one call from the store or the corporate office. I did stop in and ask a couple times. I decided that "enough was enough" so I cancelled my order. The card I had used was paid off and I didn't want the money credited to it. I was told my only other option was to have a check mailed to me from their corporate office. They said that required a ONE MONTH WAIT! This after them holding my money for almost four months for merchandise they promised in about two weeks. The check did arrive on time (30 days after the return). I was really ticked off by the almost 4 month wait for merchandise that didn't show up, the 30 day wait for a refund, the failure to keep me posted on the progress (or lack of) on the order, the lack of a simple "I'm sorry", and their general total lack of concern. I wrote a long (angy, but polite) letter of complaint to both the store and the corporate office. I received no reply from either. During the entire process no one even expressed any apology for the delay, the inability to deliver the promised merchandise, or the long period they held my money. They acted like they couldn't understand why I was cancelling the order. They did call to say the bike finally came in some time later, but by then I refused it even though I still wanted it. I didn't want to reward their lousy service with my business. All it would have taken from them was an "I sorry" at any point in the process, but instead they lost my business. Pete
I also had problems with their corporate policy among other things. I no longer deal with them. I ordered a folding bike at the local store. I was promised delivery in a couple weeks. I was required to pay in full up front. I charged it to a credit card. Almost 4 months later still no bike, and not one call from the store or the corporate office. I did stop in and ask a couple times. I decided that "enough was enough" so I cancelled my order. The card I had used was paid off and I didn't want the money credited to it. I was told my only other option was to have a check mailed to me from their corporate office. They said that required a ONE MONTH WAIT! This after them holding my money for almost four months for merchandise they promised in about two weeks. The check did arrive on time (30 days after the return). I was really ticked off by the almost 4 month wait for merchandise that didn't show up, the 30 day wait for a refund, the failure to keep me posted on the progress (or lack of) on the order, the lack of a simple "I'm sorry", and their general total lack of concern. I wrote a long (angy, but polite) letter of complaint to both the store and the corporate office. I received no reply from either. During the entire process no one even expressed any apology for the delay, the inability to deliver the promised merchandise, or the long period they held my money. They acted like they couldn't understand why I was cancelling the order. They did call to say the bike finally came in some time later, but by then I refused it even though I still wanted it. I didn't want to reward their lousy service with my business. All it would have taken from them was an "I sorry" at any point in the process, but instead they lost my business. Pete
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Doug T.
Annapolis atore?
Pete, this was at the Annapolis store, I presume. I don't go there anymore either. Lots of stuff in stock but I don't like the people there. I still use the Deale (Herrington Harbour) store a lot though -- the folks there are very friendly and have always provided excellent service. Last week I returned more than$500 worth of stuff that I bought more than a year ago -- without receipts -- and they didn't bat an eyelash. I don't use their credit card. Haven't had any problems with special orders being late -- some have actually arrived earlier than advertised. However, I ALWAYS comparison shop before I buy anything bigger than a SS screw from them. While their prices are almost always lower than BoatUS (or Fawcetts), they are frequently beat by sailnet, pyacht and other internet sites. For example, I needed new bow nav lights. At West Marine the pair was $58. I found them on the net for $43, incl shipping. Rope and blocks and stuff are always cheaper elsewhere. But hell, the Deale store is only 1/4 mile from our boat!
Pete, this was at the Annapolis store, I presume. I don't go there anymore either. Lots of stuff in stock but I don't like the people there. I still use the Deale (Herrington Harbour) store a lot though -- the folks there are very friendly and have always provided excellent service. Last week I returned more than$500 worth of stuff that I bought more than a year ago -- without receipts -- and they didn't bat an eyelash. I don't use their credit card. Haven't had any problems with special orders being late -- some have actually arrived earlier than advertised. However, I ALWAYS comparison shop before I buy anything bigger than a SS screw from them. While their prices are almost always lower than BoatUS (or Fawcetts), they are frequently beat by sailnet, pyacht and other internet sites. For example, I needed new bow nav lights. At West Marine the pair was $58. I found them on the net for $43, incl shipping. Rope and blocks and stuff are always cheaper elsewhere. But hell, the Deale store is only 1/4 mile from our boat!
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Allen
I Use SailNet & BoatUS
I have had nothing but good experiences with SailNet & with BoatUS. I use SailNet for online purchases & the local BoatUS store for when I need to go to a showroom. I've had neutral experiences with West Marine, but that credit card policy is a joke. Because of your bad experience, they've lost my business. Thanks for the heads up. --Allen
I have had nothing but good experiences with SailNet & with BoatUS. I use SailNet for online purchases & the local BoatUS store for when I need to go to a showroom. I've had neutral experiences with West Marine, but that credit card policy is a joke. Because of your bad experience, they've lost my business. Thanks for the heads up. --Allen
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Pete Staehling
No, Rosedale
> Pete, this was at the Annapolis store, I > presume. Actually the Rosedale store on Pulaski Highway. I have been splitting my business between the marina where my slip is (Maryland Marina), BoatUS, and Sailnet. I also plan to order some stuff from Catalina Direct. I was surprised to find the local Marina pretty competitive on most things. They are certainly more knowledgeable than the average salesperson at most chain stores. Pete
> Pete, this was at the Annapolis store, I > presume. Actually the Rosedale store on Pulaski Highway. I have been splitting my business between the marina where my slip is (Maryland Marina), BoatUS, and Sailnet. I also plan to order some stuff from Catalina Direct. I was surprised to find the local Marina pretty competitive on most things. They are certainly more knowledgeable than the average salesperson at most chain stores. Pete
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Al
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Ned Strain
Price Matching
I've used their price matching on almost everything I've bought at west Marine. Saved hundreds of dollars. In some cases I've printed out web pages and they've been accepted - no complaints here. I'm sure (like everything else) personnel varies from store to store - but I've always found their sales people to be knowledgeable or capable of finding someone who is. Ned and Tani Strain s/v Family Therapy 1995 h336 Chicago
I've used their price matching on almost everything I've bought at west Marine. Saved hundreds of dollars. In some cases I've printed out web pages and they've been accepted - no complaints here. I'm sure (like everything else) personnel varies from store to store - but I've always found their sales people to be knowledgeable or capable of finding someone who is. Ned and Tani Strain s/v Family Therapy 1995 h336 Chicago
My observations.
What I see as a trend at the West Marine Stores in out area, is they quite often are out of stock or do not carry many items. They are driven by their computer systems that control how may of each item is stocked in a store. If an item does not more in a given period of time they remove it from their permanent stock. The store managers have very little control. I feel that they do not carry the best quality product lines, just the ones that produce the best bottom line for W/M. This is somewhat evident by their own private label on many products. You now have to pre-pay for any item that you order. They do not carry many items in their stores or catalog. You can order them through the special orders department. Their prices are generally at the top end of the scale. Yes they will price match, but if have to do all of this research to get the price match and then wait for them to order it, I will just purchase from the cheaper vendor (everything else being equal). I often shop at W/M because of the convenience. I am basically acknowleging that I am paying more for most items because I want to save the time. West Marine went public a few years ago. Their new model is high prices with staffing that knows about as much about boating as my dog. They are generally courteous but have very little or any knowledge about the products on the shelves. I realize that this is a generalization, but many others will agree.
What I see as a trend at the West Marine Stores in out area, is they quite often are out of stock or do not carry many items. They are driven by their computer systems that control how may of each item is stocked in a store. If an item does not more in a given period of time they remove it from their permanent stock. The store managers have very little control. I feel that they do not carry the best quality product lines, just the ones that produce the best bottom line for W/M. This is somewhat evident by their own private label on many products. You now have to pre-pay for any item that you order. They do not carry many items in their stores or catalog. You can order them through the special orders department. Their prices are generally at the top end of the scale. Yes they will price match, but if have to do all of this research to get the price match and then wait for them to order it, I will just purchase from the cheaper vendor (everything else being equal). I often shop at W/M because of the convenience. I am basically acknowleging that I am paying more for most items because I want to save the time. West Marine went public a few years ago. Their new model is high prices with staffing that knows about as much about boating as my dog. They are generally courteous but have very little or any knowledge about the products on the shelves. I realize that this is a generalization, but many others will agree.
Retail-level dealerships
Two points: 1. West Marine have obviously got a policy whereby they require that you pay their exorbitant interest on large balances before paying it down. In this way they sound like they are more in the lending ('loan-sharking') business than the boat-stuff business, and that is reason enough to avoid them on principle (does anyone recall how hard it was to get a boat loan from banks and lenders in the '70s? Now that they want us-- screw 'em!!). 2. Forewarned is forearmed: the wisest thing the consumer can do is to read up on products beforehand and not rely upon dweebs on commission in the stores. I recommend that all sailors get familar with product lines such as Schaefer, Lewmar, Forespar, Harken, paint people, roller-furling people... et al. These catalogues can be easily acquired by EMailing or phoning the companies. Look the stuff up yourself, read their tips, compare their products, and then go into the store a knowledgeable consumer and tell THEM what you need and what you will pay for it. I would not rule out going with mail-order too-- but remember to research what you are buying first or it will be a pig in a poke for you. JC 2
Two points: 1. West Marine have obviously got a policy whereby they require that you pay their exorbitant interest on large balances before paying it down. In this way they sound like they are more in the lending ('loan-sharking') business than the boat-stuff business, and that is reason enough to avoid them on principle (does anyone recall how hard it was to get a boat loan from banks and lenders in the '70s? Now that they want us-- screw 'em!!). 2. Forewarned is forearmed: the wisest thing the consumer can do is to read up on products beforehand and not rely upon dweebs on commission in the stores. I recommend that all sailors get familar with product lines such as Schaefer, Lewmar, Forespar, Harken, paint people, roller-furling people... et al. These catalogues can be easily acquired by EMailing or phoning the companies. Look the stuff up yourself, read their tips, compare their products, and then go into the store a knowledgeable consumer and tell THEM what you need and what you will pay for it. I would not rule out going with mail-order too-- but remember to research what you are buying first or it will be a pig in a poke for you. JC 2
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Barry
Go Away West Marine
They rarely have what I need in stock. They put their first store in my state and now I get the privilege of paying sales tax on my mail orders. When I special order something from them, it takes 7-10 days to arrive. Then it takes 3-4 days for my local store to unload the order. It's frustrating when you're waiting for a part, they have it and refuse to look for it. Mail order it and it will be at your home in 3 days. The message is: NEVER ORDER ANYTHING FROM THEIR STORE! Can you say: SAILNET, BOATUS, BOATERSWORLD ? Life's too short to deal with WEST MARINE. Barry
They rarely have what I need in stock. They put their first store in my state and now I get the privilege of paying sales tax on my mail orders. When I special order something from them, it takes 7-10 days to arrive. Then it takes 3-4 days for my local store to unload the order. It's frustrating when you're waiting for a part, they have it and refuse to look for it. Mail order it and it will be at your home in 3 days. The message is: NEVER ORDER ANYTHING FROM THEIR STORE! Can you say: SAILNET, BOATUS, BOATERSWORLD ? Life's too short to deal with WEST MARINE. Barry
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Frederick Pierce
West Marine
BARRY did you ever hear of DEFENDER MARINE SUPPLY in Waterford CT/ 1 800 628 8225 you can not beat there prices call for a catlog and two or three day delivery
BARRY did you ever hear of DEFENDER MARINE SUPPLY in Waterford CT/ 1 800 628 8225 you can not beat there prices call for a catlog and two or three day delivery
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Mike
Like everyone else
I have found West Marine to be like most other large chain businesses these days: extremely variable service from location to location. They seem to have trouble finding workers who know anything about boating. I do not go to the local store unless I know exactly what I am looking for because their help (with the exeception of the manager) is utterly clueless. On the other hand, I have found their catalog staff to be terrific and knowledgeable. A new BoatUS store opened up in the area, and I have found the staff in that store to be better informed than the local Westies. I do not like buying on line or thru a catalog unless I know precisely what I am looking for; I prefer to speak to someone face to face and to touch the merchandise. If their price is a little higher, I think that is a reasonable premium to pay for expert advice and good service.
I have found West Marine to be like most other large chain businesses these days: extremely variable service from location to location. They seem to have trouble finding workers who know anything about boating. I do not go to the local store unless I know exactly what I am looking for because their help (with the exeception of the manager) is utterly clueless. On the other hand, I have found their catalog staff to be terrific and knowledgeable. A new BoatUS store opened up in the area, and I have found the staff in that store to be better informed than the local Westies. I do not like buying on line or thru a catalog unless I know precisely what I am looking for; I prefer to speak to someone face to face and to touch the merchandise. If their price is a little higher, I think that is a reasonable premium to pay for expert advice and good service.
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RichJ
Defender is #1
seriously, I've tried most of them and in order Defender: A+ SailNet: C+ BoatUS: D+ WestMarine: E Defender, in both store and mail order has it hands down over them all. My suggestion, if mail ordering, call and speak with them rather than online. Sailnet, should get their act together, I ordered an item, they billed my credit card, they stopped dealing with the supplier & they (SailNet) forgot about me. It took 5 phone calls to find out they couldnt deliver or fill my order. WestMarine & BoatUS, well it's like dealing with Home Depot or Lowes, none of which should be taken seriously. just my 2cents RichJ
seriously, I've tried most of them and in order Defender: A+ SailNet: C+ BoatUS: D+ WestMarine: E Defender, in both store and mail order has it hands down over them all. My suggestion, if mail ordering, call and speak with them rather than online. Sailnet, should get their act together, I ordered an item, they billed my credit card, they stopped dealing with the supplier & they (SailNet) forgot about me. It took 5 phone calls to find out they couldnt deliver or fill my order. WestMarine & BoatUS, well it's like dealing with Home Depot or Lowes, none of which should be taken seriously. just my 2cents RichJ
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Barry
Defender Experience - NFG
On my first any only order to DEFENDER some time ago I ordered an bow roller for my CQR 35# plow anchor. I asked if it was in stock and was told yes. My VISA was promply billed and I got a back order notice a week later. Never did get that part from them. Life's too short to deal with DEFENDER! When shopping for a Profurl unit I approached DEFENDER at the Annapolis show last fall. They could not come close to Sailnet's price not to mention free shipping. Barry
On my first any only order to DEFENDER some time ago I ordered an bow roller for my CQR 35# plow anchor. I asked if it was in stock and was told yes. My VISA was promply billed and I got a back order notice a week later. Never did get that part from them. Life's too short to deal with DEFENDER! When shopping for a Profurl unit I approached DEFENDER at the Annapolis show last fall. They could not come close to Sailnet's price not to mention free shipping. Barry
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Jim WIllis
Try being a vendor for West Marine!
First, on price matching: IF the West Marine name is on the product you cannot do price matching- hence the preponderance of their own brand name. Now for my story: When the company was still privately held and run by Randy Repass, they had a great manager buy program to get around the USSR- type centralized buying red tape and to give local customers what they wanted not want they were told to get. Myself and many other small vendors spent much effort and many dollars supporting our products in these stores (I had virtually all of them in CA) with shows, demos, full page ads, travel to Florida etc. We set sales records at some some stores where the staff supported the product well. Some of the Managers in those days were really great. Then the company went public and got overstretched financially (this was 1998).... West shafted me and the rest of us small vendors by putting the manager buy program on hold (while denying it) telling customers we had gone out of business etc. My inside info told me that "big manufacturers" complained about preferential treatment of the independent small companies and wanted them out, then they started selling shelf space etc etc. Of course some of this is technically illegal, but hey if Microsoft can get away with it....... Actually it was probably a blessing in disguise, because I have heard (e.g. thorugh a clothing manufacurer) that they typically get you in at a discounted rate, then next year your are squeezed on price, then again and again. You complain- you are out! Now they are into 3 months to pay, increased liability insurance etc. (I a still officially a vendor- until they read this!). I will say that Boat US and Boaters World do not have this reputation with vendors. The best companies I have dealt with have been TAP plastics and Svendsens in CA- still privately held and of course this site! How about some war stories from other small companies. They certainly complained to me- do they have the guts to do it publicly? Jim W
First, on price matching: IF the West Marine name is on the product you cannot do price matching- hence the preponderance of their own brand name. Now for my story: When the company was still privately held and run by Randy Repass, they had a great manager buy program to get around the USSR- type centralized buying red tape and to give local customers what they wanted not want they were told to get. Myself and many other small vendors spent much effort and many dollars supporting our products in these stores (I had virtually all of them in CA) with shows, demos, full page ads, travel to Florida etc. We set sales records at some some stores where the staff supported the product well. Some of the Managers in those days were really great. Then the company went public and got overstretched financially (this was 1998).... West shafted me and the rest of us small vendors by putting the manager buy program on hold (while denying it) telling customers we had gone out of business etc. My inside info told me that "big manufacturers" complained about preferential treatment of the independent small companies and wanted them out, then they started selling shelf space etc etc. Of course some of this is technically illegal, but hey if Microsoft can get away with it....... Actually it was probably a blessing in disguise, because I have heard (e.g. thorugh a clothing manufacurer) that they typically get you in at a discounted rate, then next year your are squeezed on price, then again and again. You complain- you are out! Now they are into 3 months to pay, increased liability insurance etc. (I a still officially a vendor- until they read this!). I will say that Boat US and Boaters World do not have this reputation with vendors. The best companies I have dealt with have been TAP plastics and Svendsens in CA- still privately held and of course this site! How about some war stories from other small companies. They certainly complained to me- do they have the guts to do it publicly? Jim W
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Greg Sampson
The only reason I go....
is to physically check out items that I am going to buy online (sailnet or Boatersworld), It often helps to see/compare similar products in person and then reap the savings online.
is to physically check out items that I am going to buy online (sailnet or Boatersworld), It often helps to see/compare similar products in person and then reap the savings online.
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Bob Howie
Steve's Dog & West Marine
First off, I've seen Steve Dion's dog and from the looks of it, I'd say the dog knows more about sailing than some of the "helpful staff" at West Marine. The store in League City, Texas, sorely PISSED me off with their lame ass attempt to dodge deceptive trade practice/bait-and-switch advertising on some Garmin gear. The Texas Attorney General has ruled numerous times that disclaimers opposite apparent good deals have to be readily apparent and readily understandable and not obfusicated by fine print, obsequeous stock reference numbers that only make sense to the advertiser and without having to be gleaned by a page-by-page perusal of the entire circular. West Marine has obviously never heard of the Texas Attorney General and therefore doesn't give a flying fig about it. Suffice to say, I'd rather go back to using a sextant, lead line and bread crumbs to find my way out and back if it otherwise meant I had no other choice but to buy electronics from those idiots!! They got some really goofy-assed ideas about what is and what is not customer service. Anyone want Blue Water Ship's Store phone number just down the street from West Marine? Oh, yeah, and please pardon my French in this missive...sorry y'all!!
First off, I've seen Steve Dion's dog and from the looks of it, I'd say the dog knows more about sailing than some of the "helpful staff" at West Marine. The store in League City, Texas, sorely PISSED me off with their lame ass attempt to dodge deceptive trade practice/bait-and-switch advertising on some Garmin gear. The Texas Attorney General has ruled numerous times that disclaimers opposite apparent good deals have to be readily apparent and readily understandable and not obfusicated by fine print, obsequeous stock reference numbers that only make sense to the advertiser and without having to be gleaned by a page-by-page perusal of the entire circular. West Marine has obviously never heard of the Texas Attorney General and therefore doesn't give a flying fig about it. Suffice to say, I'd rather go back to using a sextant, lead line and bread crumbs to find my way out and back if it otherwise meant I had no other choice but to buy electronics from those idiots!! They got some really goofy-assed ideas about what is and what is not customer service. Anyone want Blue Water Ship's Store phone number just down the street from West Marine? Oh, yeah, and please pardon my French in this missive...sorry y'all!!
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Bob Howie
B.O.W.
Down Florida way there's an outfit called Boat Owner's Warehouse. Place is flippin' Ace True Value Hardware of marine stuff. Nothing fancy, just plenty of stock with folks who can tell you how many nuts and bolts are in stock, what sizes they are and where they are located in the rows and rows of bins. Damn! Wish I had one of those in Texas! Never set foot back in West Marine again.
Down Florida way there's an outfit called Boat Owner's Warehouse. Place is flippin' Ace True Value Hardware of marine stuff. Nothing fancy, just plenty of stock with folks who can tell you how many nuts and bolts are in stock, what sizes they are and where they are located in the rows and rows of bins. Damn! Wish I had one of those in Texas! Never set foot back in West Marine again.
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Robert W. Bonney
Jim Willis
Hey Jim, Could you please give me an e-mail address where I can send you some questions? I am doing some research into the small vendors and hope you could give me some insight. You can e-mail me at robert.bonney@keanmiller.com Thanks!
Hey Jim, Could you please give me an e-mail address where I can send you some questions? I am doing some research into the small vendors and hope you could give me some insight. You can e-mail me at robert.bonney@keanmiller.com Thanks!
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