Defender IndustriesReviews of defender.com

We always have the worst experience, with nothing being in stock that says is available! Staff want to help but often lack knowledge and care. If we can avoid shopping here we do!

I like working with small businesses however they aren't able to fill the needs of their customers or pricing as the bigger companies can.

The management seemed very nice however they didn't have many items in stock and required me to wait long periods to receive the parts I was looking for. Now sure how they can stay in business with that lag time.

I basically got the run around when my part I ordered didn't arrive on time.

They communicate poorly and don't give updates on the work or delivery. I've had to call in multiple times for updates.

The positive reviews look like they were paid for or they had their friends post as I have never experienced such bad customer service in my life. I foret if his name was Ryan or Brian, but he treated me like I was an idiot and didn't know anything. His demeanor was very arogant and cocky. Maybe I caught him on a bad day but I decided not to work with them.

Not sure if this is a rating of Defender or UPS. I often receive an order in one or two days from Connecticut to Pennsylvania. This time I ordered a large can of epoxy and it took four days and the can was SEVERELY dented on the top, bottom, and side.

In over 40 years, I never had a bad experience with Defender going back to the store in New Rochelle which my wife and I would joke it was a $100 toll on RT. 95. That was in the 1970's, today we joke it is a $500 toll on RT.95. It's eyewatering to think how much has been spent in all those years. Unfortunately today was an exception. When my windlass quit while cruising in Maine, Lewmar tech support thought the motor would have be replaced and had only one in stock. I ordered the motor to ensure the repair when I returned. It had to be ordered from Defender as Lewmar could not sell directly. When I returned the motor was repairable and I contacted Defender to return a $700 motor. Defender refused to take the return even though I offered to pay the restocking fee as described in their return policy. I also offered to cover any restocking fee Lewmar might charge (Lewmar confirmed they would take it back). Jason at Defender explained taking a return on a special order is a labor intensive process. I then offered to pay whatever they wanted up to $400. In a very polite and professional way Jason told me I was screwed. Unfortunately this has left a bad taste in my mouth and a big dent in my wallet. I do carry spares but have no need for an already reliable windlass motor.