Where credit is due

[DannyS]

Practical Sailor magazine always has a section called "Where credit is due" that allows readers to give kudos to companies that stand behind their products. I've had a couple of experiences with West Marine lately that I felt were woth mentioning since they are so often on the receiving end of much criticism.
Last spring I bought a new inflatable from them that I used all season and liked very much but I couldn't seem to keep one the inflatable floor chambers fully pumped up. I called them 6 months after purchase and they told me where to take it locally for inspection and repair. I dropped it off and picked it up a month later (it was winter here so there was no hurry), no charge, no questions asked. I saw the labor bill and it was only around a hundred bucks but it was a hundred I can spend elsewhere.
Last week, Defender had a sale on their Manson Supreme anchors and since I've been thinking of upgrading our anchoring hardware, I printed out the page on their site and headed to W.M. Defender's original online price was already $75 cheaper but then they dropped by another $35 and no sales tax. West Marine matched all that and reminded me that since I was a West Advantage member, their price came in $10 cheaper since I'd receive the rebate in the mail.
I know these are things that we all think businesses SHOULD do, but since West Marine takes alot of heat for their prices, I thought I'd give them a thumbs up for their service when you need it.

 

[Dean5735]

Some stores are great

I worked at our local store here in Petoskey Michigan for a summer and we would treat customers like kiings!! Our manager was a real person, and treated people like a customer should be treated. I was 47 at the time and retired from my first career,25yrs. in truck equipment. My dad tought me/us how to do the right thing, I was amazed that WEST MARINE felt the same way and let me take care of our customers like friends, many really became friends that I am still in touch with. They would stand behind any product and honor about any price for anyone.

Now, I have heard some horror stories too. I'm sure it is how you are brought up more than how you act at work.

GREAT POST

Dean

 

[Jim Seamans]

Hey B&D

Are you suffering like the rest of us not having SOL online? Wish the DNS issue would hurry up and get fixed.

 

[Warren Milberg]

I happen to like West Marine for a variety of reasons, the primary one is that they have a store on the grounds of my marina. Whenever I need something, mostly in a hurry, they mostly have it. While I think their prices are always significantly higher than just about any other marine supplier, they never hesitate to price match if I have had the forethought to print out the price of an item I found online somewhere else.

 

[sailingdog]

While West Marine, if you have a good store with a good manager, can give pretty good customer service..... it would be nice if you didn't have to bludgeon them into giving you a fair market price on an item. I'd also point out that in some cases, the prices on their shelves are higher than suggested retail. You really have to have a good idea of what the street price is if you're going to shop West Marine.

 

[Ron20324]

You really have to have a good idea of what the street price is if you're going to shop West Marine.

Or shop ANYWHERE, for that matter.

 

[Paul J. Rusyniak]

I come here first!
Paul

 

[DannyS]

I do too, and I checked here for the Manson Supreme. Hey Phil....

 

[Stu Jackson]

Seems to me that those who do NOT shop

competitively are doomed to their own failure and shouldn't blame anyone else.

Great post. Our WM store in Alameda is less than a mile from the one in Oakland, and is just a tad further to drive. But the difference is like night and day. The Alameda store is newer, brighter, and so are its associates!

Not too hard to do some price shopping on line and bring the printout with you as earlier suggested. If you need nuts & bolts, it's no issue, but if you're purchasing something with big price tag, (boat related or NOT) who in his right mind would simply go into a store, buy it and then complain about the price? C'mon...

 

[Phil Herring]

I do too, and I checked here for the Manson Supreme.

Turns out we do have access to the Manson. Didn't know that!

Do you want the #25 or the #35?

You could use either; might depend on whether or not you have a windlass?

 

[DannyS]

I should have asked! Sorry Phil, I went with the 35# (and no, I don't have a windlass). Just curious, what's the price on that and do you price match?

 

[John Nantz]

Blowinganddrifting - interesting post #2

Looked at the picture of your boat out in the snow then noticed what I suspect is probably your wife huddled up out there in the cold - what do I say.... pretty cool picture?

Then closed the picture and noticed your avitar - is that you sitting close to a wood stove with the fire going???

Pretty neat when you put it all together and think about it. I think spring just arrived here a few days ago. At least the buds on the trees are just starting to open up and there is some green which are the leaves starting to show.

 

[TimCup]

Guilty as charged-

Waste Marine, Worst Marine, I too, complain about the prices, and while I can justify the complaining in my mind, I know it's not fair. They are plentiful, local and almost always have what I am desperate for in the moment.

Yeah, the prices are high, but there are times I'll pay double to have it NOW.

Recently they closed 40 stores because of the economy, and the clearance room at our West Marine (Oh God, did I just say "our" West Marine!?!) was packed with stuff at very reasonable prices.

I find it laudable that in spite of the downturn in sales, WM is still honoring the "customer first" philosophy. I hope it keeps them afloat till things turn around...

cup

ps- I'm in the car business... I can guarantee you MY customers do their homework before buying a "big ticket item.."