SailNet Community - Reply to Topic

   Search Sailnet:

 forums  store  


Quick Menu
Forums           
Articles          
Galleries        
Boat Reviews  
Classifieds     
Search SailNet 
Boat Search (new)

Shop the
SailNet Store
Anchor Locker
Boatbuilding & Repair
Charts
Clothing
Electrical
Electronics
Engine
Hatches and Portlights
Interior And Galley
Maintenance
Marine Electronics
Navigation
Other Items
Plumbing and Pumps
Rigging
Safety
Sailing Hardware
Trailer & Watersports
Clearance Items

Advertise Here






Go Back   SailNet Community > On Board > Gear & Maintenance > Why West Marine pi$$es me off
 Not a Member? 


Thread: Why West Marine pi$$es me off Reply to Thread
Title:
  

By choosing to post the reply below you agree to the rules you agreed to when joining Sailnet.
Click Here to view those rules.

Message:
Trackback:
Send Trackbacks to (Separate multiple URLs with spaces) :
Post Icons
You may choose an icon for your message from the following list:
 

Register Now

In order to be able to post messages on the SailNet Community forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.
Please note: After entering 3 characters a list of Usernames already in use will appear and the list will disappear once a valid Username is entered.
User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.
Password:
Confirm Password:
Email Address
Please enter a valid email address for yourself.
Email Address:

Log-in

Human Verification

In order to verify that you are a human and not a spam bot, please enter the answer into the following box below based on the instructions contained in the graphic.



Click here to view the posting rules you are bound to when clicking the
'Submit Reply' button below


Additional Options
Miscellaneous Options

Click here to view the posting rules you are bound to when clicking the
'Submit Reply' button below


Topic Review (Newest First)
03-17-2012 01:14 PM
GaryHLucas
Why West Marine pi$$es me off

Everyone makes me smile. Some when they arrive, some when they leave!

Gary H Lucas
03-17-2012 12:16 PM
gtod25
Re: Why West Marine pi$$es me off

Wow, this whole thread has made me miss working at WM. As I have said previously I work there part time (for the discount) and have been off sick for the past 4 months (another story). I plan to go back in April and work a few days a week.

The posters on the thread have broken down pretty much as we experience our actual store customers.

1. The regular shoppers. In, find what they need, pleasant to staff, check out, gone. Professionals, Port Supply, long term boaters. Know about price matching etc. Don't always love WM, but that's not a requirement to shop there. Get bugged by being told about the "Hero" product etc. but know we have to ask. We love these people.

2. The Newbies. Wander around looking somewhat lost. If lucky enough to find an experienced associate (they will eventually) they will get good advice and will become long time WM customers. Really appreciate that they are in a clean, organized store with things that they can touch and see. Realize that they can bring it back if its the wrong item realize that there is a price premium for this. Will eventually gain more experience and become regular shoppers.

3. The "Expert". Surprisingly rare. Comes in at speed, ignores all offers with a grunt. Goes straight to the wrong aisle. Shouts at me from the end of the aisle "wheres the bloody....". Starts the conversation "I can't believe that you don't have .... in stock, at the price you charge." Continues, Expert:"I asked one of your associates last week about the voltage drop along 20ft of #2 wire and he had no clue what I was talking about", Me:"Which associate" Expert: "the 17yo, new kid (could also be the 40yo, cruising lady)." Me: "We will work on that SIR"

I generally get alerted to the "Experts" if I'm on the floor. They usually make my day. I am overly courteous, use lots of SIRS, stay with them until they find everything, escort them to the register, cash them out myself, and then walk them to the door. I generally don't argue with their diatribe about WM and its policies. I occasionally point out that there are workarounds (e.g. price matching etc.). I don't argue that we occasionally have weak associates and even stores (its true). Sometimes the "Expert" will calm down and I may even get the fully reason why they were bent out of shape in the first place, it is frequently a valid reason, but not caused by my colleagues or my store. (one "Expert" had two bad knees and after knee replacement surgery became an absolute gentleman).

Unlike Mitt Romney I don't believe that Corporations are people. Store associates are people, with all their flaws. If you have problems with Corporate WM, e-mail them. If you have problems with a store tell a manager. If after all this you still plan to be an "Expert", we have a saying in Ireland;

"Don't let the door hit you on the arse on the way out"

Happy St. Patrick's day!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
03-17-2012 10:07 AM
Dean101
Re: Why West Marine pi$$es me off

Quote:
Originally Posted by Maine Sail View Post
The difference is I build relation ships with my vendors and get treated extremely well as a result. I need them, they need me, its called capitalism, not a huge secret.... My WM/Port Supply rep answers my emails or texts within minutes pretty much 24/7 and I often send him emails late at night when I am placing orders. I could not ask for better support. Some people get treated as they treat others...?

It was not always this way for me with WM. The previous rep was not my favorite guy and had rather poor communication skills. Coming from a high level sales & sales management career I had little tolerance for this. I purchased very little from them for years and my pricing matrix reflected that making it even harder to buy more from them.

When I got a new rep he asked why I bought so little and I was brutally honest. He accepted that and told me point blank "I am going to get your business back", I respect that but I like proofnot just statements... Long & short John went out of his way to EARN my business back.

WM is not about WM it is about the people, always is, as any business is. If you have a poorly managed store let the folks in Watsonville know about it the staff won't last or will get better training. My store has some excellent staff from Warren the manager to Kirk the assistant manager to John my Port Supply rep.

I chuckle at the folks who walk into a marine store with a holier than thou high roller attitude. The clerks could care less what those types think of themselves but they bend over backwards when I walk in the door because I am polite and treat them as I would want to be treated. In return they treat me GREAT.

I was at the boat builders show today when my sales rep for WM came over and personally thanked me for last weeks order. Apparently it will help make his month a lot better than it had been. He told me to call him when I need to place my next stock order for wire inventory. John knows he'll never get all my business but he is HONEST with me.

A few weeks ago I needed a Raritan PHC head for a customer. I called him for a better price, as he always says call me first. When I told him the other price I had been quoted he flat out told me to buy it there because it was below his cost and he could not even come close. I respect that honesty with NO BS... Apparently this other distributor took advantage of a truckload special and Watsonville did not. Stuff happens and I respect that but he did not try to BS me about why they could not meet the price just that they could not.

So no, I am not a "sucker" and wisely choose to spread my business so I have more avenues. As an example last summer Raymarine was out of nearly EVERYTHING, stock was horrible. I searched high and low for the part I needed and wasted about an hour and forty-five minutes on-line & calling vendors to check inventory, "back ordered sorry". I even called my inside guy at Raymarine repair to see if he could get me a rebuilt one, "we don't even have the parts to repair them right now". I called my WM manager and explained my situation. He did a search of the 300+ stores in his system and found a return that was going to be shipped back to the vendor. It did not show as "in stock" but Warren knew where to look and bent over backward to find me the part. I had it in 24 hours and when I got it the factory seal was still intact. Defender could not help, Hamilton could not help, Kellogg could not nor could any other Raymarine dealer The ONLY one who could was my local WM. Imagine where I would have been had I had a tissy fit because my local WM aisle clerk did not know the difference between NPT & NPS threads or that Marelon is Zytel, or that Trident 101 & Shields 101 are not the same quality or what tinned wire is. I don't go into WM looking for "advice" I go in to buy product I know I need. I don't go into Home Depot looking for advice either as I generally don't like to rely on near minimum wage clerks for advice on things that are important. I do my own research then go purchase the product.

Had I burned this bridge because I was not a huge fan of the previous rep I never would have been able to get that part for a customer who spends a lot of money with me.... I bend over backwards for my customer, WM bent over backwards for me and we're all happy with the result...

The fact that you are so angry about the tinned wire incident still stuns me. You could have politely taken the 30 seconds to explain what it is and why it is done to HELP this clerk. That sort of thing never would have even made me blink...

P.S. Buying more from WM tomorrow & Hamilton...
Aaahhhh, the art of shopping! On the surface, I totally agree with you about not trusting your satisfaction with your purchase to a minimum wage clerk, or even with the store manager or anyone else for that matter. ut as you point out, not all store representatives are the same. I will listen to any advice from any associate, new or experienced. It's up to me to decide if that advice is good or bad.

I'm no kind of sales expert but I do know that every transaction of this sort has a seller and a buyer. Having a knowledgeable, friendly, helpfull seller (the clerk) benefits the buyer (you). The flip side to that is having friendly, patient buyer who knows what he/she is looking for helps the seller do his job, which also benefits the buyer. If you are more knowledgeable than the clerk, passing along that knowledge will help that clerk to better serve you in the future. If one side of the equation is not doing their part, it is difficult to conclude the transaction.

If the clerk is not doing their job, chances are they won't be around for an extended period of time. If you as the buyer are not doing your part, well, the clerks are not going to be motivated to do their part.

You catch more flies with honey so don't let your attitude be dosed with vinegar.
03-17-2012 01:35 AM
Maine Sail
Re: Why West Marine pi$$es me off

Quote:
Originally Posted by L124C View Post
See...another boat owner gets taken to the bank and is proud of it. No worries about WM going out of business anytime soon! In fairness, I'm assuming you have Port Supply, right Mainsail? Good luck with the Raymarine gear, but thats another thread!
The difference is I build relation ships with my vendors and get treated extremely well as a result. I need them, they need me, its called capitalism, not a huge secret.... My WM/Port Supply rep answers my emails or texts within minutes pretty much 24/7 and I often send him emails late at night when I am placing orders. I could not ask for better support. Some people get treated as they treat others...?

It was not always this way for me with WM. The previous rep was not my favorite guy and had rather poor communication skills. Coming from a high level sales & sales management career I had little tolerance for this. I purchased very little from them for years and my pricing matrix reflected that making it even harder to buy more from them.

When I got a new rep he asked why I bought so little and I was brutally honest. He accepted that and told me point blank "I am going to get your business back", I respect that but I like proofnot just statements... Long & short John went out of his way to EARN my business back.

WM is not about WM it is about the people, always is, as any business is. If you have a poorly managed store let the folks in Watsonville know about it the staff won't last or will get better training. My store has some excellent staff from Warren the manager to Kirk the assistant manager to John my Port Supply rep.

I chuckle at the folks who walk into a marine store with a holier than thou high roller attitude. The clerks could care less what those types think of themselves but they bend over backwards when I walk in the door because I am polite and treat them as I would want to be treated. In return they treat me GREAT.

I was at the boat builders show today when my sales rep for WM came over and personally thanked me for last weeks order. Apparently it will help make his month a lot better than it had been. He told me to call him when I need to place my next stock order for wire inventory. John knows he'll never get all my business but he is HONEST with me.

A few weeks ago I needed a Raritan PHC head for a customer. I called him for a better price, as he always says call me first. When I told him the other price I had been quoted he flat out told me to buy it there because it was below his cost and he could not even come close. I respect that honesty with NO BS... Apparently this other distributor took advantage of a truckload special and Watsonville did not. Stuff happens and I respect that but he did not try to BS me about why they could not meet the price just that they could not.

So no, I am not a "sucker" and wisely choose to spread my business so I have more avenues. As an example last summer Raymarine was out of nearly EVERYTHING, stock was horrible. I searched high and low for the part I needed and wasted about an hour and forty-five minutes on-line & calling vendors to check inventory, "back ordered sorry". I even called my inside guy at Raymarine repair to see if he could get me a rebuilt one, "we don't even have the parts to repair them right now". I called my WM manager and explained my situation. He did a search of the 300+ stores in his system and found a return that was going to be shipped back to the vendor. It did not show as "in stock" but Warren knew where to look and bent over backward to find me the part. I had it in 24 hours and when I got it the factory seal was still intact. Defender could not help, Hamilton could not help, Kellogg could not nor could any other Raymarine dealer The ONLY one who could was my local WM. Imagine where I would have been had I had a tissy fit because my local WM aisle clerk did not know the difference between NPT & NPS threads or that Marelon is Zytel, or that Trident 101 & Shields 101 are not the same quality or what tinned wire is. I don't go into WM looking for "advice" I go in to buy product I know I need. I don't go into Home Depot looking for advice either as I generally don't like to rely on near minimum wage clerks for advice on things that are important. I do my own research then go purchase the product.

Had I burned this bridge because I was not a huge fan of the previous rep I never would have been able to get that part for a customer who spends a lot of money with me.... I bend over backwards for my customer, WM bent over backwards for me and we're all happy with the result...

The fact that you are so angry about the tinned wire incident still stuns me. You could have politely taken the 30 seconds to explain what it is and why it is done to HELP this clerk. That sort of thing never would have even made me blink...

P.S. Buying more from WM tomorrow & Hamilton...
03-17-2012 12:05 AM
FlyingScot255 Today, I thought about traveling 52 miles to West Marine or ordering online and spending $52 for Interlux Interprotect 2000E, and $20 for 2 oz. of Marine Tex putty, but chose instead to order online through Wholesale Marine and pay $29 and $9 respectively. Free Shipping vs. whatever West Marine would have charged as well. On top of that, I had a question and a Wholesale Marine rep. was easily accessed via online text -- and was very helpful. I'll have the paint and putty in two days. Since I'm a poor sailor throwing money into my whole in the water, I'll take WM (Wholesale Marine) over WM (West Marine) every time.
03-15-2012 10:27 PM
sailor50
Re: Why West Marine pi$$es me off

Holy Crow!

I am sick of the self serving cheapo that thinks they are deserving of a freebie! Who of you have put your life, business, name, and reputation on the line? Where did your "cajones" come from?
03-15-2012 10:17 PM
mitiempo
Re: Why West Marine pi$$es me off

Each strand of wire is coated with tin for corrosion protection. Recommended for all wires on a boat.
03-15-2012 10:12 PM
jillmstar
Re: Why West Marine pi$$es me off

So what is tinned anyways?
03-15-2012 08:05 PM
xymotic
Re: Why West Marine pi$$es me off

The Seattle store is 1/4 of the size it is "supposed" to be for the market. But they simply could not find a suitable building until Paul Allen finishes playing with his tonka trucks on the waterfront.
03-15-2012 06:53 PM
jb1528
Re: Why West Marine pi$$es me off

Well I didn't read all the pages of this string, so if I repeat somemone else's semtiment on this, well sorry.

I spent 25 years in hardware retail. When I started, I didn't know much. I swept floors and three years later, I'm assistant manager. I learned everyday.

I'm not sure that WM is structured in a way that new hires can learn by osmosis so to speak like I was able to. As the years went by, I always appreciated the patient customer that knew more that I did. Also as the years went by, and as my knowledge base grew, I had to prove myself to the regulars when the boss was gone. I did. I also know they appreciated me being truthful when I didn't know the answer.

What disappoints me more is that the selection is so poor in my local store compared to the big store in Seattle, and even that is slanted. I don't know what the total area is, but clothing takes up a ton of space. I also think that WM, at least in my area, isn't the place to go to for maintenance stuff. I'm fortunate to have two much better sources for that. Every merchant chooses what they focus on. Fisheries doesn't have that much clothing, but a ton of electrical for example.

As for the price match thing, I've taken advantage of that, but I wish they just were more reasonable in the first place.

Small bungee cord at Fisheries Supply...$.08/ft. WM...$.65 what!!??

Anyway, we as consumers make choices based on price and customer service, whether it is groceries, clothes or docklines. Money talks, buying or selling.

I'll stop now. Thanks.
This thread has more than 10 replies. Click here to review the whole thread.

 
Posting Rules
You may post new threads
You may post replies
You may post attachments
You may edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On


All times are GMT -4. The time now is 01:15 AM.

Add to My Yahoo!         
Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.
SEO by vBSEO 3.6.1
(c) Marine.com LLC 2000-2012

The SailNet.com store is owned and operated by a company independent of the SailNet.com forum. You are now leaving the SailNet forum. Click OK to continue or Cancel to return to the SailNet forum.