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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

    • 28 total complaints in the last 3 years.
    • 10 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:07/09/2025

      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 tried multiple times to cancel an order due to the item not being in stock and prior to it being shipped. West marine on July 1st supposedly created a case number for the refund (********). When I contacted them again on July 2nd, they claimed they had no update from the vendor. West Marine the charged my card on July 03, 2025, for $1,029.99. They then changed the status from in progress, to shipped to stop me trying to cancel. The original order was supposed to have been delivered July 2nd. West Marine created the shipping ***** label on July 2nd and the item has not been picked up as today July 08 25. There is no tracking info available. My assumption is that the item is STILL not in stock which is why ***** has not picked it up. This is incredibly poor service and appears to be misrepresentation or misleading statements of facts. There is no reason for this nonsense when all West Marine had to do was cancel the order when I first requested it on July 1st. since it was not in stock.

    • Initial Complaint

      Date:06/26/2025

      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 believe their website contains false advertising on their shipping times frames and that it is a drop shipping site. They are advertising next day delivery and once you order the item you are then told it will take 5 weeks to arrive. When requesting a refund you are told they have no control over that and its up to the vendor to provide it, which can also take 5 weeks. Not fair business practices and false advertising

    • Initial Complaint

      Date:05/29/2025

      Type:Sales and Advertising 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 went on the The west marine website checking a West Marine gift card that I had which was $300 when I checked the west marine website said the card was $300 the next day I went to order something and the card only had $51.23 on it someone used my gift card threw west Marine website and I would like the rest of my money which is $248.77 there is no way I can speak to a person there I hope you can please handle this for me its very upsetting my number is ************ thank you

    • Initial Complaint

      Date:05/22/2025

      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.
      My main complaint is three-fold:1) Their online customer service is horrendous. They have a Live Chat that no one responds to (I sat on the Live Chat three separate days at least an hr at a time), and there is no customer service corporate number to contact. 2) I signed up for their Gold membership for $25 (which is not a big deal based on the price), but within hrs I started getting spam calls (15 call w/in 30 min) about 4 hrs after I put in my personal info into the West Marine system at the checkout register. I have a serious concern that my info was hacked or sold from West Marine.3) Since paying for the Gold membership, I've tried to log in to West Marine using my email and password and it says they're not recognized. When I try and reset my password through ************************** I don't receive any email to reset my password. I called the **************************************** store and they confirmed that my email and phone number is in their system.I would like my $25 returned, and more importantly I would like an official letter from West Marine confirming my info was not hacked and that they didn't sell/distribute my personal info. I would also like in writing from West Marine that my personal info has been deleted from their systems. I believe that West Marine Gold membership is a giant scam to sell peoples personal information.

    • 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.

    West Marine is NOT a BBB Accredited Business.

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