Change is not always improvement [Defender, West Marine]

[Christian Williams]

For Home Depot, one trick I have finally learned is to note the item location while on line. It saves me a good deal of searching for items possibly separated by 200 yards of racks. You can do it on a cell phone while standing there, and it beats finding somebody to ask. Example:

11 in stock Aisle 22, Bay 022

 

[Chschaus]

If you think the New website stinks you should visit the new remodeled (No Self Service) store. Defender outlet store is about 30min from our Marina, I needed a few things and they are much less expensive than WM so on Saturday I took a ride. I almost gave up and walked out! The store that was once huge is now a few hundred sq feet and all items need to be ordered from the website (with the help of an employee) and picked from the warehouse. fortunately what I needed only took a few minutes after my 40 min wait for assistance. There were people waiting for well over an hr! I guess they just want to do all online.

 

[kiwisailor]

If you think the New website stinks you should visit the new remodeled (No Self Service) store. Defender outlet store is about 30min from our Marina, I needed a few things and they are much less expensive than WM so on Saturday I took a ride. I almost gave up and walked out! The store that was once huge is now a few hundred sq feet and all items need to be ordered from the website (with the help of an employee) and picked from the warehouse. fortunately what I needed only took a few minutes after my 40 min wait for assistance. There were people waiting for well over an hr! I guess they just want to do all online.

Yip they have gone backwards for in person store sales and prices have gone up noticeably. I've given up on Defender now moved my purchases to WM Mystic, CT as they have in person store shopping, the downside is their store stock levels are often low or out of stock on the shelf. The WM gold rewards program along with their many specials and discount codes makes WM very competitive with Defender. They also will price match if in store and you ask.

 

[Tin Kicker]

Yip they have gone backwards for in person store sales and prices have gone up noticeably. I've given up on Defender now moved my purchases to WM Mystic, CT as they have in person store shopping, the downside is their store stock levels are often low or out of stock on the shelf. The WM gold rewards program along with their many specials and discount codes makes WM very competitive with Defender. They also will price match if in store and you ask.

Makes sense from a bottom line.

Less overhead on inventory and fewer employees. By ordering on the website they can have items shipped from a manufacturer and don't even need as much stock, warehousing, or inventory.

Sucks as a "need it today" customer or looking for something unusual.

 

[Christian Williams]

West Marine in Marina del Rey, a concentrated boat market, five years ago had a large store with half a dozen well stocked aisles. They intended to move half a mile to a new Waterfront development, with larger space and better parking. Staff were excited.

Then Covid. Floor space of store was cut in half. Plan to move was scrapped. Yet it's still a valuable resource and one of their flagships.

Ah yes, walk-in retail. Today I needed a new mouse pad. The store is four blocks away on my electric bike, where I can park within two feet of the door. But I ordered it from Amazon. It was $1.99 (33 percent off). It will be here tomorrow, free shipping. Irresistible is 2023.

 

[Prairie Schooner]

Well, they aren't trying to sugar coat it, I guess.

 

[Nick J]

I usually don't like to price match, but West Marine is so far out of line on their prices I don't feel bad taking them up on their offer. This weekend's example was a 250' spool of Anchor 14 awg duplex wire. WM had it for $242.99. Anchor Express advertised it for $106 and WM matched it.

 

[Kenneth K]

Well, they aren't trying to sugar coat it, I guess.

they've learned from the car dealers.....

 

[Filkee]

Rem

West Marine in Marina del Rey, a concentrated boat market, five years ago had a large store with half a dozen well stocked aisles. They intended to move half a mile to a new Waterfront development, with larger space and better parking. Staff were excited.

Then Covid. Floor space of store was cut in half. Plan to move was scrapped. Yet it's still a valuable resource and one of their flagships.

Ah yes, walk-in retail. Today I needed a new mouse pad. The store is four blocks away on my electric bike, where I can park within two feet of the door. But I ordered it from Amazon. It was $1.99 (33 percent off). It will be here tomorrow, free shipping. Irresistible is 2023.

Remember when it was The Captains Locker?

 

[Prairie Schooner]

Immediately inside the cramped entrance of one of our local old-timey hardware stores, where, coincidentally (?), I'd stopped to think.

. .

 

[Filkee]

Rem

Remember when it was The Captains Locker?

I do remember the Captains Locker. Got my rigging knife there when I was a Sea Scout.

 

[Sidnewport]

I just gotta say that since Defender redesigned their web site, I've been getting a lot more familiar with West Marine's web site. Has anyone else felt this, or is it just me?

If you go into Defender's store, it will make you appreciate a West Marine store.

 

[Sidnewport]

Man, I have ten years with them and the account history was where I looked see to line diameters, brand names and such. It was invaluable.

From: Defender [mailto:cs@defender.com]
Sent: Saturday, February 25, 2023 11:17 AM
To: Christian Williams <cw@christianwilliams.com>
Subject: Re: Defender - Report Website/Content Issue - Contact Us

Hello Christian,
Thank you for visiting the new Defender website!
Your previous orders will not be listed under your new account order history currently. We are working on adding this information back to your account history. However, we still have access to this order data. If you have any questions about a prior order, please confirm the order number, your name or email address, and we'd be happy to assist you further.
Please let us know if there is anything else we can help you with.
Thank you for your patience and understanding,
Leah
Customer Service | Defender Industries
1-800-628-8225 | CS@defender.com

Better get our account histories back fast, if you want business. This is widely discussed as a good reason to ditch Defender.

Makes you appreciate Jeff Bezos, doesn't it?

 

[ConchyDug]

I just saved $1500 on a back stock RIB from Defender. Say what you will about the UI they still have cheaper prices. I've been working for a boat dealership for the last 6 months and "retail price" vs "dealer price" is shocking at West Marine. Almost as bad as Land'n Sea Catalog's pricing.

 

[AK67]

I've not had issues navigating the Defender site, also use Hodges Marine (I have found their prices better on electronics in particular), and just bought a new Kuuma 125 grill from Marine Parts Source that was substantially less than other offerings. Very lucky to have Hamilton Marine, an excellent local chandlery with several locations in my state - my YC membership also gets me a discount there. West Marine is pretty much my last resort unless they have an unbeatable sale.

 

[Prairie Schooner]

- - - PSA - - -


Problems with Defender site.
I have been getting this page the past few days. It's occurred in both the Firefox and Safari browsers. I called Defender today and they said it's an ongoing problem since late last week and that they are working on fixing it. The poor lady sounded pretty harried. So if you're having the same result, it's not your computer settings.

 

[gabriel]

I long ago put Defender (one can say defender put themselves) at the bottom of a long list of places I can buy boat stuff from. It’s what I do when any business I do business with gets to this stage in its life cycle. Our wallet is the loudest voice.

 

[Prairie Schooner]

I long ago put Defender (one can say defender put themselves) at the bottom of a long list of places I can buy boat stuff from. It’s what I do when any business I do business with gets to this stage in its life cycle. Our wallet is the loudest voice.

I was disappointed in the change of ownership. The discontinued annual spring open house and sale was a fun event. (We're about an hour away from their CT location.) There were bumps in the transition of IT systems. But I still find the prices can be lower than other options. I've gone more often to local resources we're lucky to have, but still look to Defender. - Would you care to elaborate on what about the business has turned you off?

 

[peaman]

I try to remember to check Fisheries Supply, or Hodges, or others before Defender or West. A couple weeks ago I had occasion to visit Defenders store for first time since they closed their showroom following the change in ownership. The showroom is now open again, much bigger and better than before, for what that's worth. The web site is still much worse than it was before, though.

 

[gabriel]

I was disappointed in the change of ownership. The discontinued annual spring open house and sale was a fun event. (We're about an hour away from their CT location.) There were bumps in the transition of IT systems. But I still find the prices can be lower than other options. I've gone more often to local resources we're lucky to have, but still look to Defender. - Would you care to elaborate on what about the business has turned you off?

what did it for me was their club membership program (which is gone now. Good riddance) and the dual pricing. I didn’t like their newer website either.