Price shopping tips, with West Marine.

About two years ago I had an extendable boat hook that would not lock to any extended length. I had it for over a year and when I mentioned it while shopping there for something else the store employee told me to return it and pick up a replacement. Which I did. No hassle return and exchange. No paperwork, Just a new boat hook, which two years later works fine.
 
Warren: Try another store if you prefer, but don't hesitate to go back to the same store, same person, tell them they must be confused, and ask them to dial 1-800-BOATING so you can discuss the matter with West Marine's customer service people. The question is: what part of the No Hassle Guarantee Policy precludes you getting a full credit, or substitute item, since the Policy makes no mention of expiration of the manuracturer's warranty, and contains no time limit on application.

david
 
My son Nathan was a manager at West Marine in Reno several years ago and he liked matching deals, and working with customers to get them better prices....he said it broke up a normally boring day...plus he liked making friends with his customers.... it was not money out of his pocket, so he really did not mind...plus West Marine does not work on commission so spending time helping a customer to find a $ .15 part did not bother him at all....

Joel
SEA3PO
 
Good show Pat. Some had suggested that reducing WM's profit was causing harm to a valued supplier. I sure don't see things that way. They need cash flow and even making 2% on an item beats nothing.
I also agree with the idea of going back into the same store to hold them to the corporate return policy. Consider the encounter as an investment in your valued relationship with your most local store.
 
The store in question was in Tierra Verde and we are on our way to Apalachicola now, so will not be near that store again. But I will try again and will follow the suggestions above.

Thanks!
Warren
 
Doryman":tvat4fhj said:
Almas Only":tvat4fhj said:
Now, for the return. Virtually every product at West Marine comes with a manufacturer’s warranty. If you’re interested in the term of that warranty, check the catalog. If there’s any problem during the warranty period, bring the item back, with your receipt. If it’s more than 30 days since the purchase, your best bet is to replace with a new unit, or to offer to take a gift card back for full amount paid. The credit will include sales tax, and should also include shipping for which you were charged, but which West Marine didn’t actually pay. You might or might not be successful on the shipping, but that’s not a big deal.

But, this is where the return process gets interesting. Read the West Marine “No Hassle Guarantee”, and try to figure out what it means. Here’s what it says:

“Satisfaction Guaranteed: We’ve had the same “No Hassle Guarantee” from our very first day in business. If you are ever dissatisfied with any purchase you make from us, simply return it. We’ll replace the item or issue a company credit for the items you return. We want you to have complete peace of mind on every purchase you make from West Marine."

Store managers hate the No Hassle Guarantee, because what it means in practice is that merchandise that is within, or outside, the manufacturer’s warranty period is taken back, full or near-full credit given the customer, and the item is then hit a few times with a hammer, painted yellow, and thrown in the dumpster. The bolder customers simply say “I’m not satisfied with this”, while those with more discretion say “my friends say there’s static whenever I try to transmit, and sometimes it won’t transmit at all.” Most of these customers are telling the truth.

Some store managers, and a few sales associates who are trying to save the company from itself, will try to tell you that once the manufacturer’s warranty has expired, you’re out of luck. Others will tell you that during the warranty period, your only recourse is through the manufacturer. But, few will resist a customer who says “The company has a no hassle guarantee policy, and I want another unit (or, a credit for the purchase price), and if I can’t get it here, I’m going to call corporate and ask why store #___ won’t honor the guarantee published over the signature of Randy Repass.” If all else fails, stop by another West Marine store in your later travels. You’ll have no trouble finding one more cooperative.

This Guarantee is a real reason for shopping at West Marine. They make up for it’s cost with sales of other items. It’s in their best interest, and yours.
Click to expand...

I must have encountered one of the "few sales associates who are trying to save the company from itself" today. I have a Marinco bag (for storing shorepower) that I bought 2 years ago which developed a split in the side. The sales associate I dealt with would not take it back, saying that if she did that would mean that anyone could bring something back after years of use, blah blah blah.

I will try at another store as per your suggestion.

Warren
Click to expand...

I have to take exception with this. Taking something back that you've had for two years is, to me, abusing a store's return policy. Oh, sure, if you go from store to store, you will eventually find a sales associate who may do the return. But, TWO YEARS? Did Marinco warrantee the bag for any determinate amount of time? Nothing lasts forever, and while you may think that you're coming out ahead of the deal with that return, if everyone did that, West Marine would go out of business.

Many years ago, I worked for a retail company who had a "satisfaction guaranteed" motto. I got in trouble for refusing to make an exchange for a customer who wanted to bring back a worn out pair of jeans that were a brand that we didn't carry. I was one of those store managers who thought I was saving the company from a fraudulent return. Instead, my district manager told me: "If the customer wasn't satisfied, it's our job to do whatever is necessary to make her happy."

I asked, "Even if she didn't buy the goods here? AND the fact that they were WORN OUT, not defective?"

He said, "Yes. It's not your money. You could have converted that customer to be one of ours."

"At what cost? There comes a time when a business should NOT try to appease a customer... like when that customer is obviously trying to take advantage."

He didn't agree. That chain is no longer in business.

Boaters World is gone. Many local boat stuff places are on the rocks. I'd sure hate to see West Marine go that same route. Matching prices is one thing, but to take something back after two years? Businesses need our patronage to survive. But how much should they do to deserve our business? At some point, it becomes diminishing returns.

If you have your boat two years, whack the props on the rocks and bend the skegs, should C-Dory replace the motors?

If you think the bag didn't hold up like it should, contact the manufacturer. You may get your bag replaced. Or, they may offer you a replacement at a reduced price. But, if the manufacturer won't replace it, why should the retailer (who is going to eat the whole cost) be expected to replace it? I'm certainly not saying a retailer and/or manufacturer shouldn't stand behind their product... I AM saying at what point are you taking advantage of a company policy? Where would that company be if every customer did likewise?

I don't know how you stored that bag. I don't know if you over-stuffed it. But after two years, I think you've gotten some good use out of it. You were a technical editor for some time... what if a publisher said to you, "You know, that article you wrote two years ago isn't pertinent any more; you should give us the money back we paid you for it"? Would you feel that's fair?

Many businesses are in tough straits these days. You expect them to be fair with you... I think that fairness should be reciprocated. It sure would be nice if West Marine continues to exist in the future. As a former business owner, I would bend over backwards for a client... how far should any business bend?

Just something for consideration.

Respectfully,
Jim
 
:lol: Wow, Jim you nailed it. As a West Marine manager for 6 years now this policy is a great thing for customers. Like you said however it isn't meant to be a forever program.
We truly want customers to be happy with the products they buy and if a mistake has been made or it's wrong or doesn't fit whatever bring it on back. If a product is under warranty and you've only had it a few weeks we'll swap it out right now for another. If it's a year and a half old we'll contact the warranty factory to get a return authorization so you can send it in to get it fixed.
When something is a couple or a few years old and worn out that's when the the challenge occurs. I always try to ask "what do you think is fair?"
Maybe a gift card for half the value? You have had some use. If the answer is "I want a new one" I chat with my District manager and sometimes we do it and sometimes we don't. I have had people want to return 4 year old worn out zincs and 12 year old batteries.
It is a challenge to keep everyone happy for sure. I love my job and the challenges it repressents and I love my C-dory and the folks I've already met thru C-brats. I for sure want WM to be strong so we can help keep you all running great.

:D George
 
I think one thing that is missing from the discussion here is what kind of customer is trying to return the item? The WM sales associate had to go through dozens of pages of my purchases to find the item in question. It should have been obvious to the sales associate that I was a good, long-time WM customer. I think there should be some judgement involved, as Jim and George suggest, but also I think the request should be evaluated on the basis of the purchasing patterns (and return patterns) of the customer. This is the first time I have wanted to return something that I thought did not meet WM's quality standards. I think that should count for something.

Warren
 
Some retailers are tracking customer return patterns. They've had to go to this because of customers abusing return policies. Warren, I am not saying you are doing that. This thread was becoming one-sided (IMO), almost encouraging returning of anything for any reason. Should a "good" customer be allowed to return more (or given more latitude) than someone who hasn't been a regular? As a good WM customer, you are probably already enrolled in their rewards program; I know I've enjoyed receiving those gift certificates in the mail. Sorry, Warren, I don't go along with your premise - a return should be allowed because it is legitimate, not because one customer "deserves" it more than another.

I don't want to damage our friendship. Just as West Marine wouldn't want to lose you as a customer. What do you think is fair here? Did you get two years of use out of the bag? Was the bag defective? If so, did that defect just show up after two years? How long should the bag last? Would you have tried to return it if you hadn't read this thread? If you bought it at a local Mom & Pop marine store, would you try to return it?

If the shoe was on the other foot, and you sold that bag to someone at a garage sale... and two years later they came back to you because the bag tore... what would your position be?

In 32 years of owning my own business, I asked two customers to not come back. One was a big spender; she came back repeatedly. None of our employees wanted to deal with her because she would find fault with everything. We remade every order. When I asked her why she kept coming back if she wasn't happy with the original order, her reply was, "I've done business with other studios; they won't let me return things." :disgust But, she taught me a valuable lesson: just because someone is a regular, it doesn't make them right. To give you some insight on this person, she would order 10 images from the same negative and then she would say that they didn't match. All made by machine, all at the same time. I couldn't see any difference, but to keep her happy, I would remake the ones she thought were "different." The remakes were always "perfect" (her words). They didn't look any different (my words, and the results of our densitometer and video analyzer). I boxed up several years worth of negatives from her orders, handed them to her, and said, "I am truly sorry we cannot please you. Take these anywhere you want, just don't come back here." I stepped into our work room to a round of applause from the staff.

I'm telling you this story NOT because I think you are that kind of customer, but to show that spending a great deal of money doesn't make that person's return more legitimate. Only you can say whether or not the bag performed to your expectations... but if one sales associate turned you down, there must be some question about it.

You're a good guy, Warren, I'm sure you'll do what's right.

Best wishes,
Jim
 
Businesses such as West Marine are protected by various versions of the Uniform Commercial Code. Basically, the Code states that all sales are final, and warranties are fairly limited. Under the UCC, there is no such thing as a “No Hassle Guarantee”.

A business is free to make whatever guarantees it wants, and basically trade off it’s protections under the UCC for the increased profits that flow from enhanced customer goodwill. West Marine, with the benefit of virtually unlimited legal advice, has elected to expand its business by advertising broadly worded guarantees of the products it sells. It is fully capable of imposing time or other limits on that guarantee, and has elected otherwise. It is also fully capable of adjusting its pricing to recover the costs of a guarantee.

It is a very rare occasion when a customer taking full advantage of the No Hassle Guarantee does not also have a basket full of other merchandise being bought at the register. Perhaps West Marine has made a wise cost/benefit calculation.

We all deal in a manner which we feel is fair, and our definitions of fairness may differ, based on the circumstances. However, my definition is not shaped by a desire to protect corporations from themselves. They’re pretty good at that already.
 
Back
Top