B&G Reviews 144

FedEx lost package; B&G didn’t respond to my email asking them to look into it. 1-star.

Update: it looks as though they worked with FedEx to locate package; now expect delivery tomorrow. They need better mechanism than a bad rating on “trustpilot.com” to be altered to shipping problems. Upgraded rating to 4 stars.

The Nemesis 9 that I purchased and was a very pricey readout and was advertised as, "set up automatic point of sail dashboards or entirely create your own." It said nothing about this feature not working with Triton2 or Vulcan. I have around 13K invested in B&G instruments. I had been sharing with other sailors how the Nemisis will automatically change with point of sail only to find out it doesn't! I asked this question before I installed it and didn't get an answer right away. My plan was to return it if it didn't have this feature. After I purchased it, I found some conversation on Sailing Anarchy that said the feature doesn't work with Triton2 and Nemesis wasn't worth the money. I reached out to see if this was true and it took weeks to get an answer. Looks like I should trust Sailing Anarchy for information rather than B&G? Now I have the instrument installed and had a custom bracket made for the installation so returning it is not a great option. So now I guess I just live with my disappointment and add to the Sailing Anarchy discussion to warn others.

Placed the order June 10th, no news til June 17th when I prompted status

Needed a part to replace a thin plastic piece which broke during installation attempt. They advertised a part kit, but don't actually sell it, though numerous other parts are sold. The B&G rep directed me to purchase the replacement part from one of the many other international locations outside the us. Several were found which had the part in stock, went through the purchase cart login process with shipping addresses and so forth. After shopping on each site, while closing out the purchase each site gave a denial to the effect "we will cancel order for outside the country xyz". So why not stock the product in the US if you stock it elsewhere? And way make a customer jump through hoops trying to purchase outside the country if you knew it was such a waste of time?

Delivery was very fast. Thanks

B&G support is very helpful. Items I ordered arrived on time. Thanks.

Connectivity Issue. Bought a new H5000 Race /Color Graphic display to replace the H3000 Race display used with my H3000 Hercules CPU and other displays. Phone based tech support said no Fastnet to NMEA 2000 cable needed. On-line tech support said it is. Bought Fastnet to NMEA 2000 cable and installed on my new H5000 Graphic display. Hooked up cable wires to previous display contacts and am left with a blank screen. Power is fine. Maybe I really didn't need the conversion cable after all. Or there is some other connectivity issue. Stay tuned.

A week after making a purchase I have no idea if the thing I bought was in stock, when it may ship, and no response to a contact form when I asked for an update.

I have always been impressed with legendary B&G products. They are top class instruments for sailing. When it came time to upgrade it was my 1st choice.
My purchase with B&G was great with fast shipping, great customer support and service..
I highly recommend B&G products, 1st class all the way

B&G did OK. FedEx let the package sit in a transit area in MS for four days with no holiday involved and another day in another transit area and never changed the delivery date in their tracking app. had to cancel the crane at great expense and reschedule for another day. Not great FedEx.

I have attempted to purchase 6k worth of components. I have not received one email confirmation of my order even though a hold has been placed on the funds in my account. I’ve called several times now and actually spoken with a few different people who assured me that I would be receiving an email on that day. Still no email. The last correspondence was with Christine who explained that my NAC3 Corepack was out of stock and that the other components wouid be shipping overnight. Still no indication of when and if I’ll be receiving any of what I ordered.

This is an edition to my original review.

Upon further review, in fairness to the company, I see that the funds were originally placed on hold and later the hold was released, which I am grateful for. I stand by my original review of “poor communication” however. There was no email confirmation of the original order, there was no indication that the order had been made other than a hold placed on the funds in my account. I had to search the internet to find a number for the company I placed the order with which I thought was B&G but turned out to be Navico. Once tracking the number down I was given another number to call which was the “e-commerce” division. I eventually spoke to someone that told me the order had indeed been placed but was being “held” because one of the items was on back order. She told me someone would call me to confirm when the order would be filled and that I would be receiving an email that day confirming all of this. Did not happen.
Next day, I call again to speak with another person who told me the missing item would indeed be filled as it was shown to be in stock in their warehouse. Again, an email would be forthcoming that day. Nothing.
Day three of my process of tracking all of this down… BTW, this would be day 6 after placing the original order. Spoke with Christine who I again had to call, who told me the entire order would be filled and that it would be shipped overnight express. She was pleasant and apologetic. I reiterated to her I still had no confirmation email. I told her I was working with some deadlines and needed these items ASAP and if I couldn’t get them within a few days, that I would need to purchase at least one of the items somewhere else. I recieved my first email notification from this company later that day, which stated that they couldn’t get the item that may or may not be in stock.
I’m patient, but when we’re talking about $6000 worth of items that you may or may not have ordered because you only see funds held as pending and no actual confirmation receipt, I start to get impatient. Come on guys, you can do better. Communicate better with your customers.
Brian

My response to the companies response below:
If Navico's trust pilot reviews on this review platform are an indication of their commitment, somethings not working. They made the really "pleasant" response to me below, but didn't reach out to me personally to make an apology for all of the wasted time and effort I put in to attempt to order from them.

The person I spoke with helped me identify the mounting solution I needed, and assisted me with the order. Thank you

Product was great and got it quick. Perfect!

Coming from a separate industry, commercial construction, I worked extensively with engineers and architects for decades. My experience with B&G's support team I can share; they're respectful & on point! For someone who is still learning, precise & clear input is indispensable. No less, greatly appreciated! The product line speaks volumes, not enough room here, surf the site :)

The experience was good, was a misunderstanding when I got try to by the first Time I got a email about frauds I didn’t know was from you, I thought was a fraud email try to get information so I never responded and my order was cancel. Know I send my second order, but never got the email so I don’t know it is ok. The money in my account is gone, so. But I love B&G I am changing all my instruments in my sailboat so I need by more staff.

Tried to buy a chart plotter online. Paid by Visa card.They took my money and then some random credit company emails me and asks me for a copy of my cc and ID to ensure there is no fraud. But they already had my money! There was no way I was going to send personal info to a random online company and so had to cancel the order as B&G would not ship without this "verification". never had this kind of experience with any other online shopping company, very disapointing.

I was happy with my purchase. I would be convenient if you had a phone contact and not just a email, my purchase was running a bit slow and needed to check status.
All worked out fine! Thanks.

Dear Sir or Madam,
I purchased a B & G suite of instruments 1/24/2021, and had it installed on my catamaran. RAM Marina in Rio Dulce, Guatamala purchased the package and installed it. This included the new Zeus 3s with the Halo 20+ Radar, T2 AP ram w/ NAC-3 corepack, WS 310, Triton 2 AP control w/ Triton 2 Display, NAIS-500 Transceiver, and ForwardScan depth finder. I am very happy with the operation of the package with the exception of the ForwardScan (serial number A00054E5). It has a tendency to stop reading depth in shallow water as well as shows erroneous depths/no depth in deeper waters. As I mentioned above, I purchased the package through RAM Marina in Rio Dulce, Guatamala. They did a great job with the install and commissioning. Any idea what might be causing the ForwardScan to stop reading in shallow water? The install was done correctly and the transducer installed plumb and level. I’m thinking of adding an additional standard depth finder due to the unreliability of the forward scan. It has resulted in my running aground three times in Belize. There was no damage to the boat (Only bottom paint ground off on keels and rudders) as I am very cautious in areas I am not familiar with. But the reason I spent $1,000 on a depth finder was to avoid this issue to begin with. I sail single handed.
Any ideas what might be causing this malfunction? Do you think it is a setting or a bad transducer? I’ve gone through all the settings and setup, but have not been able to sort this out.
Please advise.
Taylor ODell
S/V Cat Tales

**Final Update - Resolved
After the previous posting, I did get a return label from another person at B&G. Unit was returned, and I did receive a refund on April 9. So Order placed 2/18, no confirmation of order, shipped and arrived 3/8. Tried to cancel on 2/27 - finally resolved April 9th. Moral of the story - don't buy direct. Much easier to purchase through distributors or resellers. I hope none of this equipment ever needs warranty repairs...

**Update to review 3/24/2021

After the initial review I was contacted by a representative from Navico/B&G within a few days of posting. I explained my situation - that I had paid through Paypal and never received an order confirmation or reciept, and that it had been several days. My SC27 was at the boatyard ready for parts, so being unable to resolve the matter without an order number I ordered through West Marine and paid for overnight shipping.

When this was reported to the representative on 3/1, the initial response was 'our IT team said that we do not accept Paypal so you must have ordered through a dealer or distributor.' When I sent screen shots of the order, my paypal transaction that shows Navico and their corporate address, the website footer that shows Paypal is accepted - the response was that the issue would be escalated and a refund issued.

The item ended up arriving 3/8. I provided the order number to the representative and was told that a return label would be provided.

After no contact since then, I emailed orders-b2c on 3/23, (the email address provided on their site for returns) requesting a 'satisfaction-guaranteed' return but have yet to receive a response 24 hours later.

I'm hoping the quality of the product exceeds the quality of the customer service.

Order confirmation never came, so not sure order was even placed. Paypal shows the authorization but no charge.

Just need the order cancelled at this point. If there is one. I ended up purchasing from West Marine online instead.