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West Marine just does not get it.

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West Marine just does not get it.

Old 05-12-2018, 11:23 AM
  #1  
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Default West Marine just does not get it.

I am done with WM. They just don't get customer service. I ordered an item 2 weeks ago that was supposed to arrive in 3 days (Wed), never got a call so I stopped by the store the following weekend. They tell me item is in transit, so OK. Today, 2 weeks and 1 day after the original order I again stop by the store and now they tell me the item was shipped but never arrived and they are going to reorder it and ship it next day. Great. Except when the young man at the register gives me receipt there is an additional $29 for shipping. What! He says that is what he was told to do. So I torn the receipt in front of him and told him to cancel the order since I was never stepping into a WM again.

WM needs to understand that now more that ever brick and mortar stores have to appreciate the customers that walk in. Unless they change their hiring process and hire more boaters and people who know boats they are going to loose all the loyal (up to today) patrons.

This store is walking distance from my home. I will drive 8 miles north or 4 miles south to buy from a locally owned store. Enough. The price match policy is nice but all it means is we have already done the homework for them and found a better price, so why not buy from that source to begin with.

Sorry for the rant and rave, but I am really pi$$ed off at WM right now.
Thanks for listening.
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Old 05-12-2018, 11:29 AM
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I think they are doing great in a small market. If WM goes bye bye we will all regret it. It's nice having an actual store that will price match right then and there. Matter of fact, I was at ours a week or so ago. I was looking at a Simrad unit. Not on sale anywhere. However, they had a two day sale that coming weekend. I needed it for the weekend. Manager was helping me and informed of the sale. Now what's the big deal about that? Well, he said just call in saturday and get your refund for the price difference. 30 day price match.
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Old 05-12-2018, 11:54 AM
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My local Southern California store is great. Super cool and friendly people that do what they say they are going to do.

Price matching makes it even better.

Your situation is not the norm and if there was no WM, I'd be bummed.
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Old 05-12-2018, 11:56 AM
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I'm glad WM is working out for you. In a small market there are not many choices. Like I said, they need to look at who they hire. Your store must have knowledgeable staff. I am not so lucky. Funny story, I asked one of the young people working there if he knew how to make a bimini twist. He replied he did not dance. LOL. It would be funny if it wasn't so sad. The assistant manager to me " I don't go to boat shows. This is only my job". Enough said.
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Old 05-12-2018, 11:58 AM
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Purchase from anywhere with a Citi credit card and get 60 day Price Rewind...
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Old 05-12-2018, 12:05 PM
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boatstoreusa.com
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Old 05-12-2018, 12:18 PM
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I just went to the local WM store for a VHF radio. It’s a big store. 6 different Icom radios were out of stock. The salesperson was very frustrated. They must only keep one in stock at a time. You would think spring time on Long Island they would stock up a bit. I asked if they wou;d sell me the display. They said yes but on;y a small discount. I agreed. The sales man too apart the display case, unwired the alarm and boxed it with military performance. He must have done it 1000 times. I got to the register and to my surprise the took off $50.00 on a $200.00 radio. Dumb way to do business.
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Old 05-12-2018, 12:39 PM
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Yup there are definitely frustrating visits, however more often than not the local WM here has been very solid. If you can, order whatever you can online so you can track the order via your WM profile. They dknt charge you until yoire at the register in store. Bring the price match info with you when you pickup in the store, since the WM employee will have to type the price match info into the register anyways.

If you order in store, you're really relying on them. Sometimes it goes great, sometimes not so... for example, 2 weeks ago my cousin asked me to pick up a Dragonfly 7 pro for him next time in WM and price match it to gpsstore.com. The store orders it up, 2 days later, I pick it up. Meet up with him on the boats a week later and give it to him. He texts me the next day: it's missing hardware, etc. is a returned/used unit.

He lives 45 min from the nearest WM. Now he calls the store, they tell him they'll order a new one and call me. A week goes by and he asks me any update on the plotter? I call WM, person goes, Hey Joseph you ordering another plotter? I go no, that's a replacement. Is it in? Store says no, you need to order a 2nd unit or return the 1st. I went online, ordered a 2nd unit in 3 minutes to be shipped to the store. They call to say it's in, I asked him open the box and make sure its new please. He did. So, my cousin drove the hour and a half to swap it out and my card was never charged for the 2nd order.

if you can, put the order together through the site and have it sent to store. Once in the store, it's a great experience.
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Old 05-12-2018, 12:39 PM
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Never had any problems with my local WM. Nice folks, and it's nice to be able to put hands/eyes on a product before buying it.
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Old 05-12-2018, 12:51 PM
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Originally Posted by Swammy2 View Post
I'm glad WM is working out for you. In a small market there are not many choices. Like I said, they need to look at who they hire. Your store must have knowledgeable staff. I am not so lucky. Funny story, I asked one of the young people working there if he knew how to make a bimini twist. He replied he did not dance. LOL. It would be funny if it wasn't so sad. The assistant manager to me " I don't go to boat shows. This is only my job". Enough said.
print the email, name the store address and mail it to their CEO in a handwritten envelope. He will get it.
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Old 05-12-2018, 12:55 PM
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So tearing up the receipt and acting like a douche to somebody just working the register. He had nothing to do with it and also probably couldn’t change without a manager. Why not speak to someone else that could actually correct the issue.
The whole thing about Bimini twist don’t really mean a thing. They have other things there besides fishing maybe that kid works there because he is a wakeboarder or maybe he wants to be a marine mechanic and likes getting discounts on parts. Shit I can tie hundreds of knots and know a ton about outboards but if you asked me about sail boat shit I would probably have said I don’t dance.
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Old 05-12-2018, 01:01 PM
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Originally Posted by solarfry View Post
print the email, name the store address and mail it to their CEO in a handwritten envelope. He will get it.
Why? Why should I go the inconvenience to try to save their jobs. They will figure it out when they are out of a job. I vote with my feet.
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Old 05-12-2018, 01:02 PM
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Originally Posted by Swammy2 View Post
I'm glad WM is working out for you. In a small market there are not many choices. Like I said, they need to look at who they hire. Your store must have knowledgeable staff. I am not so lucky. Funny story, I asked one of the young people working there if he knew how to make a bimini twist. He replied he did not dance. LOL. It would be funny if it wasn't so sad. The assistant manager to me " I don't go to boat shows. This is only my job". Enough said.
What does knowing how to tie a bimini twist have to do with a retail outlet?
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Old 05-12-2018, 01:08 PM
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Originally Posted by jdiddy101 View Post
So tearing up the receipt and acting like a douche to somebody just working the register. He had nothing to do with it and also probably couldn’t change without a manager. Why not speak to someone else that could actually correct the issue.
The whole thing about Bimini twist don’t really mean a thing. They have other things there besides fishing maybe that kid works there because he is a wakeboarder or maybe he wants to be a marine mechanic and likes getting discounts on parts. Shit I can tie hundreds of knots and know a ton about outboards but if you asked me about sail boat shit I would probably have said I don’t dance.
Thanks for the kind words. LOL. The acting manager who ordered the guy at the register to do this was right next to us. They know better, just don't care. The bimini twist thing is an indication they are hiring staff with no clue of what boating is. Glad you can tie so many knots. Good for you.
Over and out. Already spent too much time on this. Rainy day and have a few reeks to re-spool. And of course tie bimini twists, LOL.
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Old 05-12-2018, 01:11 PM
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I buy from the smaller online retailers. Just got some high-water alarms from Hodges for a great price...

I don't really want to dick around with price-matching, etc. Why should I? I'll just buy it from the person that wasn't trying to screw me - they deserve it.
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Old 05-12-2018, 01:12 PM
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FYI, West Marine is a THT vendor. I don't think they'll be active or a Sponsor for long. They can't compete with any of the other merchants on here who aren't looking to clobber their customers unless they ask to not be clobbered (price matching). LOL.
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Old 05-12-2018, 01:20 PM
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I think its more of a brick and mortar problem than a west marine problem. When profits go down cost cutting measures are put inplace and these degrade the customer experience.
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Old 05-12-2018, 01:22 PM
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Originally Posted by Swammy2 View Post
Unless they change their hiring process and hire more boaters and people who know boats they are going to loose all the loyal (up to today) patrons.
I don't think anyone who works for WM on the retail side can afford a boat, and if they were to pay those people enough to attract boat owners, they will price themselves out of business. It's conundrum.
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Old 05-12-2018, 01:37 PM
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Originally Posted by Swammy2 View Post
I am done with WM. They just don't get customer service. I ordered an item 2 weeks ago that was supposed to arrive in 3 days (Wed), never got a call so I stopped by the store the following weekend. They tell me item is in transit, so OK. Today, 2 weeks and 1 day after the original order I again stop by the store and now they tell me the item was shipped but never arrived and they are going to reorder it and ship it next day. Great. Except when the young man at the register gives me receipt there is an additional $29 for shipping. What! He says that is what he was told to do. So I torn the receipt in front of him and told him to cancel the order since I was never stepping into a WM again.

WM needs to understand that now more that ever brick and mortar stores have to appreciate the customers that walk in. Unless they change their hiring process and hire more boaters and people who know boats they are going to loose all the loyal (up to today) patrons.

This store is walking distance from my home. I will drive 8 miles north or 4 miles south to buy from a locally owned store. Enough. The price match policy is nice but all it means is we have already done the homework for them and found a better price, so why not buy from that source to begin with.

Sorry for the rant and rave, but I am really pi$$ed off at WM right now.
Thanks for listening.
Big man tearing up the receipt in front of some poor kid just trying to pay for college.
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Old 05-12-2018, 01:38 PM
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Personally West Marine has provided me with some of the best customer service over the years. I can give you two very recent examples:

1. My bilge pump failed a few days ago. It was a West Marine brand (re-branded Jabsco) which I had purchased nearly 3 years ago. I checked on their website and I saw that it was supposed to have a 3 year warranty. I removed it from my boat, brought it to the store and it was exchanged with a new one on the spot, no questions asked. Didn't even have to show a receipt since it was listed under my account history.

2. I had bought a full set of Sierra gauges from WM almost 4 years ago. Recently the tachometer failed. There was no information on West Marine's website regarding the warranty, but a quick check on Sierra's website showed "limited lifetime warranty". Since this was an online order, I called the 1-800 number, I explained the situation and simply asked if this would be covered by warranty by any chance. I really wasn't expecting anything to come out of it. To make a long story short, the customer service person I spoke with had no idea, but took down my information and promised to call me back within a day or two. Truth be told nobody called me, but a brand new tachometer showed up at my doorstep three days later.

Those are just two very recent examples out of many. I truly believe this kind of customer service is hard to beat.
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