West Marine

Resolved I called the customer directly and explained to him that Gary clearly misrepresented the plus plan that we sell Without hesitation I offered to refund the price of the plus plan that he paid for I also explained to him that I was on vacation that week and the employee on duty was following company policy and that as soon as it came to my attention I contacted him He seems happy I sent him a refund via us postal service mail after talking to him this morning We are all friends again Thanks, Jimmy C [redacted] Manager West Marine Tigard 503-624- 503-431-FAX [redacted] @westmarine.com

Company's response below:West Marine is aware that there was an error in its advertisement in its June Flyer on page #which featured a *** *** Replacement Gas Filter/Separator and also pictured the bowl as inclusive in the price advertised when in fact the product on ad did not include
the clear bowl. West Marine discovered this error on the same day the flyer went to mail and immediately created and sent out an “Oops” sign to all of our stores to let customers know of our errorThe sign reads as follows “We inadvertently advertised this product with incorrect image and description, showing that the bowl was includedThis offer only includes *** replacement elements without bowlWe apologize for any inconvenience this may have caused.” Additionally, please note that in our flyers, catalogs, etcwe include the following disclaimer: “We’re only human and occasionally make mistakesFrom time to time there may be information on our website or in the flyer that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availabilityWest Marine reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice.” We sincerely apologize for this inconvenience. *** *** *** West Marine, Inc. Phone: *** *** Fax: *** *** ***

Resolved
I called the customer directly and explained to him that Gary clearly misrepresented the plus plan that we sell. Without hesitation I offered to refund the price of the plus plan that he paid for. I also explained to him that I was on vacation that week and the
employee on duty was following company policy and that as soon as it came to my attention I contacted him
He seems happy. I sent him a refund via us postal service mail after talking to him this morning
We are all friends again
Thanks,
Jimmy C***
Manager
West Marine Tigard
503-624-
503-431-FAX
***@westmarine.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The ad clearly states "Includes the filter element and bowl, but not the mounting head."  That is what they pictured and described, but do not honor. That in my opinion is false, or bait & switch advertising.
Regards,
[redacted]

West Marine deleted negative reviews of products, misleading customers as to the quality of these products. I filed several negative reviews several of which were deleted, perhaps all of them. Additionally, my account for submitting reviews was deleted and I had to reactivate it. Clearly West Marine has demonstrated a pattern of purposefully misleading customers. I suppose I am no the only one who feels this way given their poor rating by the Revdex.com.

Review: West marine advertises a price match policy that will honor competitor pricing. Four easy steps posted on their website and if competitors price is confirmed they will honor it. After speaking with a rep from West Marine he stated that this policy has changed and they no longer honor competitor pricing. Rep was unwilling to help and refused to acknowledge West marines own policy. If West Marine has changed its policy it needs to update its website and better inform its employees. I am a long time customer of West Marine and this was a unexpected ordeal.Desired Settlement: I would like feed back from West Marine on either honoring a price match or updating their policy on price matching.