ComplaintsforBrooklyn Kayak Company

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Visited the Brooklyn Kayak site & saw 5 star ratings and A+ BBB score there - now believe this to be intentional fraudulent / misleading actions by company. Received great customer care at inquiry and ordering phase - prompt follow-up and call returns. Made me feel confident, so ordered two pedal kayaks ($1200 ea - discount for end of season). Received them & used them once - had major issues. Called the company right away. One kayak's pedal system does not work right -- and we are comparing to the identical kayak we bought at the same time. Both have seat lock-in issues (front right on one and left on other). Both have issue with locking in pedal system (different locking in issues). We called after first use, and were asked for photos and videos -- which we promptly provided. We were told we needed to "use the kayaks more". We did as instructed a couple more times -- and still have all the same problems. Have called company and left messages more than 9 times (with their recorded message saying we would receive a response in 48 hrs); also sent emails with another promise of response -- never received any response. After multiple months and calls /emails from us where we left detailed messages, finally got call from a CSR identified as ************ -- he asked what the problem was and if I could resend the photos and videos. He said they would make things right and he was sorry for the issues with the kayaks and the issues with communication. Promised he would call back on Monday with how to resolve our situation, but he never did (it's been 3 weeks). Have continued to call and leave messages and continued to send emails. Have gotten no response. They took our money, promised support, and refuse to help us deal with this. Think they are a scam company who sells defective products, refuses to respond to complaints, and has not made good on the promise to support customers - which is what they told me when I ordered and was the main reason I ordered form the company.

  Business response

  06/25/2024

  Hello ****,

    Thank you for allowing us to handle this for you today.  We seem to be all squared away.

   

  Thank you.
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I ordered (#BKC265505) the Brooklyn 10.5 pro kayak on 3/19/2024 and received it on 5/11/2024 and paid $1347. I also ordered (#BKC264824) the Electric 36lb ************** on 2/13/2024 and received it on 2/21/2024 and paid $299. Immediately after my very first use of the products I emailed the company's customer representative ************************* informing him of a water leak in the dry hull area of the kayak and a severe vibration on the trolling motor under power on 5/31/2024. ****** responded on 6/3/2024 and requested pictures and video to depict the issues. I promptly responded on 6/4/2024 with the requested pictures and video and got no response. I emailed again on 6/6/2024 to follow up and again got no response. I emailed ****** again as another follow up on 6/10/2024 and again I got no response. Then lastly, I sent an email on 6/11/2024 yet again no response. I was requesting a reasonable solution to these issues as they severely hinder the operation and safety of the kayak and motor operation. I would like a full refund or a replacement kayak as it is a solid mold plastic product with a defect that leaks and is unacceptable and dangerous in its current condition. I would also like a reasonable resolution to the severely vibrating motor as it is just a matter of time before it has a catastrophic failure. Some form of response and/or acknowledgement to these issues to offer a reasonable and amicable solution would be a great start however offering no response at all is just bad business and very disappointing to say the least.Regards,*********************************

  Business response

  06/11/2024

  Hello *****,

    Thank you for your feedback.  We responded to your request that we are reviewing with your team.

  Please Give us the time and opportunity to review what you sent.  Thank you.
  

  Customer response

  06/12/2024

  
  Complaint: 21831921
  
  I am rejecting this response because: you have already had 10 days to review the information. I am hopeful for a more timely resolution. 
  
  
  
  Regards,
  
  *********************************

  Business response

  06/17/2024

  Hello *****,

    Thank you for your patience.  We have a team member ready to reach out to you tomorrow with a resolution.

  Thank you.
  

  Customer response

  06/21/2024

  
  Complaint: 21831921
  
  I am rejecting this response because:
  On 6/18/2024 your customer service stated they would have a resolution forward to me by 6/19/2024. It is now 6/23/2024 and I have gotten NO responce none. Not an email nor a telephone call or text. Nothing. Please pesond with a timely resolution to these issues. 
  
  Regards,

  *********************************

  Business response

  06/26/2024

  Hello *****,

    Sorry to hear your issue was not resolved yet.  It does seem like the rep you were working with had a solution for you so I am checking as to why you didn't get this information.

  You will have it shortly.

  Thank you.
  

  Customer response

  06/27/2024

  
  Complaint: 21831921
  
  I am rejecting this response because I have been patiently waiting a prompt amicable resolution and have been disappointed with the lack of progress. There has been no communication and no resolution presented to date. 
  
  
  
  Regards,
  
  *********************************

  Customer response

  08/05/2024

  [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

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered an MPK9 kayak on 04/23/2024, credit card charged for $1,236.27 on 04/24/2024, Order confirmation #BKC266402.When I ordered from the website, the backorder date showed May 15, 2024. After that date passed, I looked on the website and the backorder date showed 06/04/2024. Now the backorder date on the website is 06/23/2024. Now I am concerned that I will never receive the kayak I have ordered and paid for.

  Business response

  06/10/2024

  Hello ***,
    Thank you for reaching out to BKC.  We certainly understand the delay is not ideal.  
  
  We are at the any day point right now of your kayak arriving and shipping.  You will receive shipping confirmation with tracking once that occurs.  We have the opportunity to switch to a pedal pro kayak as well if you feel you would like to.
  
  Apologies for the delay but please let us know what we can do to help.  Thank you for your patience.

  Customer response

  06/14/2024

  [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:
  
   The company's response to my complaint was rapid and polite. They still did not have the kayak in stock although they said they were expecting it very soon. I decided that seven weeks was enough time to wait for delivery and asked for the charge to my credit card to be reversed which they did. While neither I nor Brooklyn Kayak Company got what we originally planned (delivery of a kayak), our interactions were timely, civil and professional. I am satisfied with the resolution of this issue
  
  Regards,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order two kayaks from this company. They failed to send seats with the kayaks. Had to send multiple messages to the company to get an answer. Took an additional week and a half to get the seats that they had forgotten. When the seats arrived they were warped and missing hardware and damaged. Tried calling with no avail. Tried emailing them still no answer. Its sad that they dont take care of their customers.

  Business response

  05/15/2024

  Hello ******,

    Thank you for reaching out to BKC and sorry to read about your experience.  I do see a few emails responded to within minutes from when you sent them the latest one requesting an MCO.

  I do not see the lack of responses as stated but responses stating we are taking care of you.  Please let us know if this is not being responded to properly but we will make sure you are 100% satisfied.

  Thank you.
  

  Customer response

  05/15/2024

  
  Complaint: 21710275
  
  I am rejecting this response because:

  the reply is an automatic reply by a bot or AI not an actual person 
  
  
  
  Regards,
  
  *******************************

  Business response

  05/15/2024

  Hello ******,

   Thank you for confirming.  The message simply states that our team will respond with what is needed within 24 hours.

  I will make sure that happens.

  Thank you.
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I now have a boat thats utterly useless to me. First issue was the shipping. The shipping company is horrible and I had to drive 3 hours one way to pick it up from their warehouse so I didnt have to chance waiting several more weeks. When I picked it up the seats were missing. It is impossible to get anyone at Brooklyn Kayaks customer service on the phone and they definitely wont respond to your emails other than auto reply. I got lucky and the owners phone number was on the bill of lading. Not as the shipper but as the bill to contact. I got him on the phone and by the end of the day he sent the seats through *** which was awesome for him to do. I offered to pay for the expedited shipping but he said no, that he covered it. MAIN ISSUE:When I got it home and unwrapped it was missing the serial number. Some have a sticker somewhere have a plate, this one has nothing. I texted the owner and told him I received the tracking number for the seats, thanked him, and told him of the new issue. He asked for pictures of the boat which I sent. He then told me that yes it was missing and that customer service would take care of it and if not to let him know. I sent several emails and placed countless phone calls to customer service. Finally they called me back after trying to reach them for two days. The person I spoke to said they would issue a serial number for it, mail me the certificate of origin, and email me a copy by the end of the day. Didnt happen. Ive called customer service repeatedly with no answer. *** called and texted the owner with no response. All I need is an emailed copy of the certificate of origin with a serial number and I can get it registered. Problem solved. Without it, its useless. I bought the boat, motor, and motor mount all at the same time. They know that I have to have that paperwork to get it registered.

  Business response

  04/01/2024

  Hello,

    Thank you for reaching out.  Our team has been in touch with you several times with issues that have come up.  We have taken care of you each time and will do the same here.

  We have responded multiple times letting you know that we are handling it.  Please be patient here and everything will be taken care of.

  Thank you.
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a Kayak with Brooklyn Kayak Company and I have been trying to reach them though email, telephone and amazon without any success. I need the *** in order to register the kayak with ******* vessel titling. I even tried to get it online and the website does not work. I hope someone can help me with this matter please. I call the number I get an answering machine. I sent a couple of emails and no response back.

  Business response

  03/05/2024

  Hello *****,

    Thank you for reaching out to BKC.  Our team has responded to your request today indicating we will be shipping out your *** right away.

   

  Thank you.
  

  Customer response

  03/05/2024

  [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

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9-26-23 , I PURCHASED ONLINE, A KAYAK FROM BROOKLYN KAYAK COMPANY. The price was 1.600.00 dollars. I recived this kayak within a 2 week peroid. I did not recive with this kayak a ****** A MANUFACTURES CERTIFICATE OF ORGIN. With out a ****** i am unable to get regerstration and licenced in the *************. I have tryed calling BKC, But only get voice mail,I have e-mailed B.K.C. ********** and no responce. MY Order number is # BKC263180, The kayak hull number is #RRG12964B323. The color is Blue camo. Model NUMBER #SK12 .Thank you for your help. Without the ****** IS like getting a car with out a title. Worthless. ***********************. All i want is the ****** For this kayak . I like and want too keep it.

  Business response

  01/08/2024

  Hello,

    Thank you for reaching out to BKC and sorry to hear that you have not received your MCO yet.  We have mailed it however, if you have not received it yet, we will have to ship another one.

  This is will be mailed right away and with a priority service.  If you do not receive it within two days, please let our customer service team know.

  Thank you for your patience.
  

  Customer response

  01/08/2024

  [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

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a Kayak on Aug 17, 2023 via Amazon Pay on the *** website. Item described and quoted: "In stock: Delivery within **** business days". and that a tracking email would follow (email). On the **************************************** email had followed by that date. No updates or communication. Received an email that stated that my address was not within the region serviced by their shipping partner AM Trucking. This was not communicated prior to purchase by any means. Not on website, or any marketing material -including amazon website. Since that was the case I was asked to make a pickup at a location that the trucking company did service. I attempted to find a closer address than the one provided (several hundred miles away!) by *** as a alternative. I am to meet a driver at a location/ gas station etc. I emailed a reply but heard no reply. I called ( but there is never a live answer and only voicemail ). For the first few calls, I received calls back and promised a call back from the appropriate person. That person was not at work, will be back and make a call etc. I did not receive a call. I emailed and called back many times with no communication back. I contacted Amazon Pay to file a complaint/report. I am now filing a BBB report. Firstly: I received a kayak and a canoe this month from another company delivered to my door. Claims that they can't ship to my address is dubious and claims that this is a normal; situation (picking up a delivery and meeting trucks at other places than your home) is NOT normal either. I can assure that is the case, as I have VERY recently purchased boating items and that was not an issue in either case. in fact, I looked up my previous orders and have received a total of three kayaks and a paddle boat within the last 4 (four) years alone. All delivered to my door. This issue has been reported repeatedly (failure to ship to the address and contact customers in a timely fashion) to the BBB on these very pages. REPUTATION.

  Business response

  08/28/2023

  Hello,

    We are certainly sorry about your experience.  We are up front about everything including our carrier not being able to deliver directly to you.  We are not forcing you to meet our carrier, simply requesting and offered a $125 refund for your incontinence.  Our team has responded today and many other times to your emails and calls.  We are also not other companies, we do not know their processes or how they deliver their products.

  Please check your email as you agreed to meet our carrier for delivery.  If this is something you do not want to do, please let us know.

  Thank you
  

  Customer response

  08/29/2023

  
  Complaint: 20531925
  
  I am rejecting this response because:

   

  you are forcing some customers to pick up/meet a delivery away from their home and sleays in another city.  that is not listed or mentioned before the sale. you did not provide any other solution. that is the definition of forced.

  email has been  received twice now in furtherance of the shipping. no call for furtherance. stating you will do something and not doing it ( call or email) is not a call or email towards resolution. surely you see that. someone will call is not a solution. it is just continuing not solving the issue. 

  you are not upfront before the sale that delivery will be an issue for 20%, as I was told, of your customers. 
  
  you appear to not take this shipping as a real problem for your customers. you appear to think it is a non issue. as you read responses from your bbb complaints on the issue of shipping, you very much clearly have the opinion it is just how you do business.

  i contend it is not normal for a kayak company to request customers meet them in other cities to get their purchase. 

  in fact; my own personal provable experience is that it is not a problem for others. 

  I dont think your company is learning from the bbb process. you have reviews, bbb conplaints, (trust pilot, etc.)  

  when you have negative reviews or complaints it is always about fulfilment, and communication. thst is your problem area you ignore. my experience was exactly as expected if you read negative reviews,  you have an opportunity to fix that. 

  state that you have limited to your door delivery clearly on your website before purchase. you have a tool and website link you sent me. provide thst to customers to make an informed 

  failure to do so voluntarily, with so much evidence obtainable online (reviews and complaints) would be in your best interest. your state attorney general may find that your claims of free shipping/delivery and advertising needs an asterisk. 

  communicate with customers and follow through with emails  and calls in timely fashion.

  to be clear: I am unhappy because i was not made aware of shipping troubles your company had before the purchase. 

  i had to contact you about delivery, when you were clearly aware i would not receve the delivery of the paid for item without some kind of agreement with me.  you did not contact me, or advise me snd sllowed over a week to pass.  

  you did not respond in a timely fashion after dropping a bombshell delivery  failure revelation.

   Regards,

  
  *****************************

  Business response

  09/06/2023

  Hello,

    we understand the experience is not good for this type of request but it is merely a request.  We do not force any customers to meet carriers, it is only in a situation where our carrier cannot deliver which is NOT usual.

  You are reading a handful of complaints regarding delivery when we ship thousands of kayaks a year and have been in business for over 6 years.

  We take each complaint seriously but certainly this is wrong to state we force customers to meet the carrier.  Its a request and extremely rare.

  Thank you!

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered and paid for two replacement items, a drive arm and straps for the seat that were defective from the start. ******** couldn't seem to get the warehouse workers to pick the parts and send them out. After 3 months, I received the wrong parts. Then ******* stepped in and again, sent the wrong part and I still don't have the seat straps. They are now ignoring my emals asking when the part I paid for will ship. Time to get someone involved.

  Business response

  08/11/2023

  Hello ****,

    Thank you for reaching out, we are certainly not ignoring.  We currently do not have any open orders for you so that could be the issue.

  Please send an email to our help desk with what you are waiting on.

  Thank you
  

  Customer response

  08/17/2023

  
  Complaint: 20455184
  
  I am rejecting this response because:
  ******** knows I've ordered straps for the seats, and an arm clamp. I got the arm clamp after telling ******** that I would leave an honest review each day that I had to wait for a tracking number. Now ******** indeed ignoring me. Replacement seat straps. That's all. Send the seat straps Carleigh. 
  
  Regards,
  
  ***********************

  Business response

  09/06/2023

  Hello ****

    We are certainly not ignoring you.  The order for your straps has been processed and you will be receiving them shortly.

   

  Thank you!

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in March of 2023 i purchased a BKC PK14' sit ontop tandem fishing kayak. First of all it was late on delivery. Then when I unpacked it I noticed several dull spots all over the kayak. Contacted company regarding the issue. They told me to get some Turtle buffing compound & see if it buffs out. (I paid over $2000.00 on this kayak!) Really didn't feel like me needing to do this was right but I did! Sent them pictures of before & after. You can clearly tell this kayak was not finished before shipping out. I tried to work with customer service & all they do is nothing! I requested to have the receipt & certificate of origin sent out so I can at least register it. Still haven't received that either! NOT HAPPY!!

  Business response

  07/25/2023

  Hello ********,

    Thank you for reaching out.  We certainly have been trying to work with you but we simply do not agree based on the pictures you have sent.  We have made several offers to try and remedy this situation and unfortunately and replacement kayak is not in the cards.

  We still want to work with you and come to an agreement so please reach out to ************.

   

  Thank you.
  

  Customer response

  07/25/2023

  
  Complaint: 20367119
  
  I am rejecting this response because the only solution you have offered is for  me to wax & polish my new kayak so it looks new! How is that a salution for me? I have tried to call your # & ot goes to voice mail! A partial refund should be issued for my inconvenience! Still haven't received my certificate of orgin!
  
  
  
  Regards,
  
  *******************************

  Business response

  07/26/2023

  Hello,

    Thank you for reaching back out.  I do not see this in the email but I do want to take care of you.

  Please send an email to *********************************** reference my name in the email ***** and I will work out a partial refund for you.

  Thank you.
  

  Customer response

  07/28/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: I would have like to except the response but once I got the certificate of origin & asked about the partial refund. They stopped responding!
  
  
  
  Regards,
  
  *******************************

  Business response

  07/28/2023

  Hello,

    I do see one of our reps ******** going back and forth via email working on getting you taken care of.

   

  Thank you.
  

  Customer response

  07/28/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: ******** hasn't helped me at all with this partial refund! It took he how many emails to finally send me the link to get my certificate of origin & that's was after i went to BBB! 
  
  
  
  Regards,
  
  *******************************

  Business response

  07/31/2023

  Hello,

    Sorry if there was any confusion.  The last email I see is you asking for how much the partial refund is.

  Our team will respond today and get this taken care of.

  
  Thank you!
  

  Customer response

  08/04/2023

  
  Complaint: 20367119
  
  I am rejecting this response because:the certificate of origin that they provided me with is not the original! So the court house rejected it & once again I sit with a kayak I can't even put it in the water! I bought this on March 8th & have been trying to work things out & it just keeps on getting worse! PLEASE SEND ME OUT THE ORIGINAL CERTIFICATE OF ORIGIN! 
  
  
  
  Regards,
  
  *******************************

  Business response

  08/24/2023

  Hello,

    Thank you for confirming.  Yes, that could be the requirement of some states and yes, we will send you the original.

   

  Thank you.
  

  Customer response

  08/29/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: I have been told the certificate of origin has been sent to me several times! Yet I still sit here without it! I ask you to ***************** mail to make sure it gets to me but nope! Really upset that I can spend over $2000 on one of your kayaks & you won't even send out the certificate of origin by certified mail! 
  
  
  
  Regards,
  
  *******************************

  Business response

  09/06/2023

  Hello ********,

    There must be an issue with address as we have confirmed sent this multiple times.  We do not have issues mailing MCOS but maybe we need to address this with another address.

  Customer response

  09/07/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: everything else you send to me. I have received! My address is ************************************************..... if you ***************** mail.  I will be able to track it down by the tracking #. Send me an invoice with the regestedmail # & how much & I will pay for it! Thank you
  
  
  
  Regards,
  
  *******************************

  Business response

  09/07/2023

  Hello,

    OK, will process again and send to you the information.

   

  Thank you.
  

  Customer response

  09/11/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: haven't received tracking info yet! Please send it to me like you said you would. Thank you!
  
  
  
  Regards,
  
  *******************************

  Business response

  09/11/2023

  Hello ********,

    I have ******** sending that to you, I just reached out and advised her to do so.

   

  Thank you.
  

  Customer response

  09/13/2023

  
  Complaint: 20367119
  
  I am rejecting this response because: ******** did NOT send the tracking #! She just emailed me asking if I had received it the certificate of origin! You have a big lack of communication in your Co! 
  
  
  
  Regards,
  
  *******************************

  Business response

  09/19/2023

  Hello ********,

    I did check and the email was sent with the correct tracking information.

  Please let me know if there are any issues.

  Thank you.
  

  Customer response

  09/19/2023

  [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,
  
  *******************************

*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. ↩