ComplaintsforBrooklyn Kayak Company

• Initial Complaint

  09/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered a kayak from Brooklyn kayak company. They assured us it would be delivered by September 24. We relied on that because we have a planned fishing trip and needed it on time. The kayak has not been delivered. They are not returning any of our calls. Their reply to email is vague and misleading. They have taken our payment but not provided the kayak.

  Business response

  09/30/2024

  Hello *****,

    Happy we were able to get you taken care of.

  Please let us know if you need anything else.

  Than you.
  

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased in June of 2024 for Fathers Day. Started assembling in July. After installing seats, realized the way the seat was made it blocks a storage compartment that can't be opened unless the seat is removed. Reached out to company end of July and asked if compartment should be able to open with seat in place. They said yes. I preceded to tell them it does not. They ask to send pictures which I did. Shortly after I reached out for an update and I was told I would have a solution in a day. I waited and no solution came. I sent several emails asking for an update and all emails moving forward have been ignored so I called and left a messaged and demanded someone call me in 24 hours to resolve the issue. I also sent an email stating the same. This was 4 days ago and still no response.

  Business response

  09/19/2024

  Hello ******,

    Thank you for reaching out to BKC.  We have your ticket open as our product team continues to work on a solution.  They are wanting to come up with something that is perfect for you so it is taking time since this has not come up before.

  You will get a resolution from us shortly.

  Thank you.
  

  Customer response

  09/19/2024

  
  Complaint: 22297277
  
  I am rejecting this response because there has been no communication.  The fact is emails have gone unanswered and call has not been returned. This is not acceptable. A manager or whomever should have reached out to me to let me know what is going on instead of ignoring me. At this point I think you are trying to buy time and hoping it goes away. 
  
  
  
  Regards,
  
  ****** *****

  Business response

  09/19/2024

  Hello ******,

    We certainly understand but we are simply working on a solution here.  There is nothing to respond to right now as we work through this.

  We will absolutely follow up.

  Thank you.
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a kayak from Brooklyn kayaks in ********** last Thursday which was the 9/5/24 in taking my info down on payment it only took seconds and the money was gone from my account . The following week on Monday 9/9/24 I called and asked for a refund due to they said the motors were on back order and I would get those later and so on. I asked for my order to be canceled and they stopped talking and put me off over and over and over by auto reply email which does nothing. they won't answer any calls at all. they won't give my money back and I have nothing. their tracking is fake which sends you to the App Store to download some tracking app which I shouldn't have to do so even if they did send anything I wouldn't be able to track it. I just want a refund because this was a lot of money and it's gone in seconds. I need help resolving this matter.

  Business response

  09/16/2024

  Hello ******,

    We are doing everything we can to help you with your order.  At time of purchase we stated 7-14 business days for delivery.  You received a call and a few emails stating it was shipped and when to expect a call from the carrier to schedule the delivery.

  Please allow us to do what was stated and you will be taken care of.

  Thank you.
  

  Customer response

  09/18/2024

  
  Complaint: 22282962
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order was shipped, but I have no idea and cannot get any accurate I formation on the delivery. They said it would be delivered yesterday and I cancelled appointments to be home for the 4 hour duration. Now they say maybe next week but theyll email me within 24 hrs of the delivery. Short notifications line that are unacceptable. They also charge a fee if youre not there to accept the delivery when they decide to show up. I would just like a full refund so I can purchase a kayak elsewhere. The order number for Brooklyn Kayak is: BKC269799. Thank You.

  Business response

  08/04/2024

  Hello *****,

    I am happy we are able to work with you on this and will ensure delivery is handled properly.

  Please expect solution/update shortly.

  Thank you.
  

  Customer response

  08/05/2024

  
  Complaint: 22082808
  
  I am rejecting this response because:
  
  It is now the evening of August 5th and have received zero contact to deliver the order nor did I receive a refund. 
  
  Regards,
  
  ***********************

  Business response

  08/09/2024

  Hello *****,

    Thank you for reaching back out.  Delivery as discussed with the carrier is scheduled for 8/13.

  We are staying on top of this to ensure.

  Thank you.
  

  Customer response

  08/10/2024

  
  Complaint: 22082808
  
  I am rejecting this response because:
  
  I requested a refund, but they have been stringing me along about delivery. They called about doing the delivery on 8/13. They guy said I dont need to be home at the time, but then I got an email with the same conditions that a delivery charge will be applied if I am not home to accept the delivery. I really wish I had checked the reputation before ordering. With the horrible customer service, what happens if I need to order replacement parts? What happens if I receive the order and things are missing? I would rather have the refund. 
  
  Regards,
  
  ***********************

  Business response

  08/14/2024

  Hello ****,

    Thank you for your patience throughout.  As discussed, we are working on the solution for delivery.

  We will make sure this gets done.

  Thank you.
  

  Customer response

  08/14/2024

  
  Complaint: 22082808
  
  I am rejecting this response because:
  
  As discussed on the phone. I will look for delivery on Saturday and a partial refund. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and received 2 kayaks. We need the Manufacturers Certificate of Origin for each kayak to title our kayaks and register them with the ******************* of ***************** or we cannot use our trolling motors. I emailed BKC and received a response that they would be mailed. 2 weeks went by and I did not receive them. I emailed again, was told they were mailed and I should have received them and they would mail them again and I still have not received them. We paid $1956.60 for the kayaks and while we like the kayaks, we are limited in how we use them. We just want the MCOs so we can properly title and register our kayaks to comply with MD law. Order #BKC268469.

  Business response

  07/16/2024

  Hello *****,

    Thank you for reaching out.  I am glad everything was taken care of today.

  Please let me know if you need anything else.

  Thank you.
  

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a boat with no MCO. The boat can't be registered, so it is useless. Customer service has likewise been useless. First they say I can get it online. No I can't, that doesn't work for my boat model. Then he claims it was mailed to me. First of all WHY? Just email it. Second of all, it has been 10 days and it is still not here.

  Business response

  07/09/2024

  Hello ****,

    Sorry to hear you have not received it just yet.  Looking at our system it was mailed twice so I would like to try a different method since you have not received it yet.

  Can you respond to the latest email and provide your direct contact?

  Thank you
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this kayak and upgraded aluminum Kayak seats after looking at several different ones. (Order #BKC268195 Total price $1134.28).We made the purchase on June 7, 2024, and after several weeks passed I sent an e-mail directly to Brooklyn Kayak same finally arrive on June 28, 2024. their site states that these seats fit the kayak that we purchase. (Seats fit RA220, **122, and **219.)We discovered that the seats did not fit. We notify the company and sent pictures of the fitment issue and Kayak serial #. This was a production defect, and impossible to properly install and safely secure the seats. The cut out in the kayak mold die not line up nor were the seat lower bars long enough.Since my initial notification of this problem to Brooklyn Kayak, it has been a back and forth with Brooklyn via e-mail mostly on my part; whereby, I get back mostly this generic/Robot responses. I have tried calling, e-mail messages and leaving voicemails, which again states someone will call back within ***** hours. Via review videos found on-line that this has been ongoing issue regarding seat fitment for the last two years and they are well aware of same. Yet they continue to sell this product under false pretenses! My husband and I ordered these particular upgraded seats due to our age and age related arthritis. this deciding factor in our purchase of this particular Kayak. Their unwillingness to resolve this matter in a timely manner or even at all, and questionable selling practices, prompted us to seek assistance via filing a formal complaint with Better Business Bureau, regarding their fraudulent practices. This is totally despicable and incomprehensible of how this has been handled! To amicable resolve this matter we are requesting that Brooklyn Kayak make the necessary arrangements to pick up the ** 219 Kayak and send us the correct kayak model the ** 122 at their expense.

  Business response

  07/09/2024

  Hello *******,

    Thank you for your feedback.  We will have a resolution in your favor in one business day.

  Please understand that this issue is not a small one and what you are requesting is not a small request either.  We will take care of you and provide a resolution.

  Thank you.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered a kayak on April 30th, with the ship date being May 10th. I have received no updates on my item that should have been on its way by now and even delivered. I have tried calling the company, but am always sent to voice mail. I have emailed the company several times, and only received a response once stating the kayak would ship by May 20th. The kayak never shipped. I still have yet to hear anything, and I am unable to get a hold of customer service. I have been more than patient, but this is becoming unacceptable. Not only am I leaving this bad review out of frustration for their poor business practices, but because they will not answer my emails or phone calls, and have no other way of contacting them. I would like to know an estimated time of arrival or next week I will begin the process of refunding this kayak due to fraud and I will be reviewing this on every possible outlet you sell on. I'm very displeased.UPDATE: Finally received my kayak 2 months later. They sure did take their time sending it after taking my money. After receiving the kayak I noticed that the propeller drive did not come with the pedals to operate the drive. This company is a joke. Do not buy from them. Worst company Ive ever worked with or bought anything from. Im also pretty sure a lot of their reviews are fake. Dont ignore the bad reviews. Dont make the same mistake I did.

  Business response

  07/10/2024

  Hello *****

  Thank you for your feedback.  As discussed with you yesterday/today, this was all taken care of.

  Please let us know if you need anything else.  Thank you.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * Date of purchase 05/25/24, shipped 5/29/24, arrived without the seats; they came two weeks later. * Amount paid $1,243.17 Inv# ****** * We were told several times that they mailed the MCO so we could get it registered in Florida (so we could use it). * We have called, written, and had minimal responses. Isaac, the owner, told my husband Carl and me he had mailed the MCO several times, but it had never come. We tried to complete one online ( it gives you the option to do that), but when we go to the tax collector to register, we are told they need the original from the company. We have been to the tax collector's office three times, each time making an appointment. We have written and called 6/18, 6/21, 6/24, 6/29, and told 7/8, and that is just myself reaching out, not my husband, and never got a response. * They have not once tried to help or solve the problem. This $1200 investment is useless if we can not get the proper paperwork we were told would be sent.

  Business response

  07/08/2024

  Hello,

    Thank you for your patience.  It was a pleasure speaking with you today to resolve any issues or concerns you had.

  Please let us know if you need anything else.

  Thank you.
  

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  i’m not rejecting, but I am not closing this until I receive the tracking number that I was promised and the MCO received.. I appreciate the phone call. It’s the follow through that had me file a claim in the first place I look forward to getting my MCO. 
  
  
  Regards,
  
  ***** *** **** ******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 12.0 pedal kayaks on June 9th .The back order shipping date for the camo kayak ordered was 6-11-2024 . AFTER 6-11-2024 , the date changed to 6-16-2024. It has still yet to be shipped out . The teal kayak -gift for my daughter's birthday was set to ship on the 26th per customer service. I email the ********************** and asked multiple times for an update / ship date . ***** was the first rep to contact me informed me that both kayak should be shipped on the 28th . Once the 28th came I emailed to make sure all was on track . I was told that the teal kayak was still not I'm stock . **************** rep ******** responded with vague information . I requested multiple times for a manager to contact me via phone. The requests were ignored. Once I stated that I would be giving a Terrible review if not given information , ****** responded stating that he updated my order to two camo kayaks. This is not ideal for my daughter to have that color , but with the amount of time that has passed I just wanted her to be able to have a gift. The last email recieved was that he updated my order . Still has not been shipped and no response to when it will be . 2100 dollars was taken out of my bank for the order on June 10th . It took less than 24 hours to take my money but over 3 days to recieve a response .

  Business response

  07/08/2024

  Hello ********,

    Thank you for your patience.  It was a pleasure speaking with you today and resolving any concerns you had.

  Please do reach out if you need anything else.

  Thank you
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩