Originally Posted by klawrence
So I am new to buying marine
stuff and have heard that service in general is lacking in this industry. I just had my first bad experience with an online shop.. just trying to get some rope
and a fid kit.. I follow their policy and order two hours before their stated cutoff. They don't ship and have the gall to tell me I ordered two hours later than I did (pretty obvious if the guy would have just looked at the timestamp on the email
Where can I get expedient service, same day shipping, and fair shipping prices? This other one was about double what it should have been for USPS flat rate. As an owner of an online business, it really ticks me off when some behemoth established brand that supposedly has existed for EIGHTY YEARS doesn't have it's **** together and calls me a liar. Who deserves my money
To borrow from Lewis Black: “The Rant is Due”!
You are correct. Customer service in the marine industry in general is horrific.
In the past, I have bought a great deal of equipment
at Defender and their stock availability, pricing and shipping were generally quite good.
However, their return policy and customer service have proven abysmal, for me at least, so much that they have pushed me back to West Marine. They are the “You bought it, you got it” option.
Comversely, I get free shipping to any WM store I am near to and they will take back any item at any time for any reason. I don't abuse that, but the couple of times I had a product failure they cheerfully took them back and I didnt have to fight with the manufacturer. Kudos!
At Defender last year, despite my careful questioning, I got what turned out to be really bad advice
from the Simrad
reps on site at their annual March sale
. I took their advice
and tried to corroborate it with the Defender electronics
staff, but then NO one at Defender could be bothered to help me double check their recommendation. When the products didn't work
and I had to spend hundreds on a different part, they didnt have my back and clearly showed they didn't care. Zero. Nothing but attitude.
Ok, I know how to play that game
, And I am comfident I can play it a whole lot better than them!
Since they wouldn't help me out for a few hundred bucks for a bad purchase
I made at their store dependent on the advice from the reps there, I moved $11k+ in purchases I would have certainly spent with Defender over to West. I buy almost nothing at Defender now and then only simple things that I wont possibly need any customer support for.
is off my list as well.
All that said, I really try to support the smaller guys. Newport
Nautical is great as is Ships Store and Rigging
, both in RI. Not online catalog type ordering, but if you call them they are responsive and will get you almost anything at fair prices. Bacon Sails
is great as well for
Rant complete! Now back to the Blizzard here in Dublin!