Defender Marine - Waterford, Connecticut

Jimbo A.

I would specifically like to recognize "Ms Jen" from Customer Service. I was having an extremely difficult time getting a part that I needed and it was all my fault for the problem. I contacted Jen and after a phone call and a few emails, she helped me get straight and solved all my problems. It is really great when you have a problem as a customer and you can rely on Customer Service to be there when you need them, and have patience with you.

claude G.

Ordered a few things and the web site said in stock for all three items. After a week, I messaged and it turns out they don’t actually have the things I needed in stock, but, they will have them in stock in another ten days. My fault I guess for not noticing it said “in stock-ships in 2 to 4 weeks” Their reply after I reached out to them and cancelling my order were decent though. Zero stars for getting me what I need and being truthful on the website. one star for responding quickly though.

Tim H.

There are a lot of online sources to get boat parts. The difference is in the details. When we place an order and there is any delay, we get an update or an email. If it's in stock it leaves almost immediately.
Answering emails and proactively reaching out when there is any issue is essential since we live aboard and our delivery address is constantly changing.

Patty M.

This relates to customer service only because that is where we stopped trying to place an order with this company. We needed to confirm that we were replacing the same model product. No help at all. All she kept asking if it we had “looked online”. Every concern/question was responded to with “that information is online”. We planned to order online, but simply wanted some professional confirmation regarding the product. Defender should just record a message stating “ We offer no real customer service, please look online.”

J W.

Had a great experience with Defender Marine. Purchased a large order with an AIS being one of the items. Long delay for MMSI number so customer service worked with me on options. In the end we cancelled the order and I repurchased the other items with a few added on. New order didn’t have sale price from original purchase. They were able to get the sale prices but they had to enter the order. Through the whole process the customer service staff were informative, professional and very helpful. This is what all customer service experiences should be like.

Thank you Cindy and Angel for all your help.

Jason

David B.

They use USPS and that sucks! It said my order will be here on Friday. Ordered from Defender on Monday. Bulbs for my navigation lights on my boat which is a must. Then I get a USPS message saying it will be delivered on Thursday. That got me excited! So now it’s Friday and I’m planning on going fishing on Saturday! I launch the boat about 30 minutes before sunrise. I drive across the bay at night to get to the fishing grounds early. Thanks USPS and Defender for not being able to go fishing when I need to. Ran around town to a couple of auto parts stores to find bulbs. I found one buts it’s to big. Try to make it work but no go! Thanks!😡

Fanglor Z.

Great service in store. Customer service for web is also great and friendly. Best selection of inflatable boats and yacht tenders dingys and outboard motors: Zodiac Highfield AB Achilles, Yamaha, Mercury, Tohatsu, Honda, Torqeedo. Defender will get you out on the water and has everything you need to keep your ship in shape.

x-yleo X.

Not recommended! Dubious and untrustworthy company. I am a german sailor who needed a new life raft. Since I didn't want to have such an important package delivered to a port, I looked for a company that offers the option of pick-up (within 7-10 days). After I placed my order, the company contacted me and said that pick-up was not possible. I pointed out that this was offered on the Internet and was told that they would make an exception for me. So I sailed for 10 days in bad winds to pick up the liferaft as quickly as possible. When I got there, I was told that it would take at least another 11 days for it to arrive. I was not contacted, but went to the store in the belief that I could sail off again tomorrow. The people in the store assured me that they would take the utmost care of my case. This was not the case. I then waited another 11 days. After these 11 days I contacted Defender to find out if I could pick up my liferaft. I was told that it would arrive in two months at the earliest. With each delay, defender did not contact me, but I had to contact them to find out such things, which now cost me as a sailor almost a month in total. I was still called and assured that they could understand how frustrated I was instead of apologizing reasonably and offering me some other option or clearing up the previous lies. And now comes the most dubious part: on their website, they are still offering this exactly life raft with the following addition: in stock, pick up in 7-10 days. For us sailors, planning is extremely important, marina defender has behaved in a dubious manner, they could not plan, I was not contacted despite the delay. I strongly advise every sailor not to work with this company. If this had happened to me in Germany, I would have sued the company.