Is marine.com having problems?

mfdgs · #1 (**permalink**) 03-15-2010

Hi,

I am wondering if marine.com is in business or are they just really backed up? I placed an order 3 weeks ago and they don't update the order status, respond to my help tickets, reply to my e-mails or answer the phone. Is this a real business? Any regular customers that can help set my expectations?

Thanks,
Dave

creedence623 · #2 (**permalink**) 03-15-2010

I want to say I tried to buy a $2500 auto pilot with this company some time ago and had a similar experience. A few weeks after placing my order with no status updates I received an email claiming they had run out of shipping materials and were now able to ship my order if I still wanted it. The email also said I could cancel the order which, after waiting so long, I opted to do. That was the last I heard from them, no refund, no nothing. I ended up going through my bank to cancel the charge. The bank was good about it all, and even fronted me $2500 while they pursued the company.

Hopefully I am wrong about this company, but I am more certain than not that this is the same outfit. I hope it all works out for you, there's a chance my experience is one of those 1 in 100 kind of flukes.

JohnRPollard · #3 (**permalink**) 03-15-2010

Dave,

I will forward your note to the management of Sailnet/Marine.com. I'm sure they will be happy to look into your concerns.

rhills · #4 (**permalink**) 03-16-2010

I'm sorry to say I've had a similar experience. I placed an order on 2 Feb for nearly $600 worth of instruments and have heard nothing since the original email confirming my order. I've recently tried contacting the SailNet shop via email, via their "Contact Us" page and by raising a ticket. I've tried clicking on their "Live Chat" button at various times of the day and night but always get a popup saying "Department is currently unavailable. Please leave a message.".

I hope it's some transient stock control problem, but it would help if they responded to my enquiries.

Cheers,

Rob Hills
Waikiki, Western Australia

mfdgs · #5 (**permalink**) 03-17-2010

I got an update on my order today! So maybe not all hope is lost.
Thanks,
Dave

smackdaddy · #6 (**permalink**) 03-17-2010

I'm glad to hear that. I've ordered several things through them and have been pleased each time.

They're good people.

padean · #7 (**permalink**) 03-17-2010

Ordered some rope clutches last spring and had a similar experience, but the clutches eventually arrived in good condition and worked fine. It seems from this, your experience, and other posts in the past that there may be a problem with customer service, but they have some good equipment at reasonable prices.

rhills · #8 (**permalink**) 03-17-2010

I've still heard nothing and my order status still says "pending". I can be patient, but it would really help if they'd just let me know what's going on and some sort of ETA.

smackdaddy · #9 (**permalink**) 03-17-2010

rhills - you might try using the contact info for marine.com instead of going through Sailnet.

For whatever reason, even though they're the same organization, marine.com seems to get more attention on the customer service side.

I dealt with karen@ the above address and she was great.

degreeoff · #10 (**permalink**) 03-17-2010

I just placed and recieved an order for $2500 worth of electronics. I had to call and call and call but when I got through they were very nice and shorthanded as they do not stock things.......I got the goods, 2 days after the call. I think they need more help but I can vouch for them being a REAL company.

Josh