ComplaintsforBrooklyn Kayak Company

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a kayak from Brooklyn kayak company and it leaked. When I reached out for help, ***** assured me it was covered under warranty and offered either a refund or replacement but a replacement would take a while for the inventory to arrive and then ship. We said a replacement was fine and have been in contact with BKC this whole time. Now we are a year into the process and the inventory finally arrived, now ***** at BKC is telling us there are over $600 in fees that were never mentioned in the beginning. He told me that we have a credit with the company for over $1500 but a refund is not an option now. *** tried contacting higher management, *****, and ***** at BKC to resolve this issue and get our refund but they have stopped responding. Please help resolve this.

  Business response

  06/28/2023

  Hello,

    Thank you for your feedback.  I can assure you our intention remains the same which is to either provide a replacement or a refund.

  I am not sure why you feel you will not be getting this but please call ***** at your earliest convenience so hen can convey the same.

  Thank you.
  

  Customer response

  06/28/2023

  
  Complaint: 20229598
  
  I am rejecting this response because:

  I have tried multiple times to reach ***** for a refund and he WILL NOT respond to us. I would like a full refund and to resolve this matter asap.
  
  
  
  Regards,
  
  ***************************

  Business response

  06/29/2023

  Hello,

    Thank you for confirming.  ***** A has not heard from you regarding issuing a refund or replacement since your last conversation last week.  We need to go through ***** in order to get this processed.

  I can assure this will get taken care of but it must go through the proper steps.

  
  Thank you.
  

  Customer response

  06/30/2023

  
  Complaint: 20229598
  
  I am rejecting this response because:
  I did not speak to ***** last week. He has been avoiding all my voicemails and emails for months and when I reached out to the customer service for higher management to call me nobody contacts me. This has been a long process and we would just like to have a refund. You guys at BKC have all my contact information and card information so it should be really easy to issue the refund. 
  
  
  Regards,
  
  ***************************

  Business response

  07/03/2023

  Hello,

    Thank you for confirming.  We waited quite a while to not issue a refund and issue a new kayak, we still intend to do that.

  I will contact you myself this way we can wrap this up.

  Thank you.
  

  Customer response

  07/03/2023

  
  Complaint: 20229598
  
  I am rejecting this response because:
  
  I have left more voicemails for ***** and customer service with no response again. I was told there was $400 fee for taking the leaky kayak to the dump, can you just refund the balance please? We will eat the $400 loss.  This has been such a long crappy experience. All of my contact information is the same as on file. 
  
  Regards,
  
  ***************************

  Business response

  07/05/2023

  Hello,

    Why is my response saying I am going to call you being rejected?
  

  Customer response

  07/06/2023

  
  Complaint: 20229598
  
  I am rejecting this response because:
  
  Ive still been waiting. So I rejected the response since I have not been contacted or had a return call or email. You have all my contact information so please call anytime to resolve this. Or you can just put the credit on my card on file. 
  
  Regards,
  
  ***************************

  Business response

  07/06/2023

  Hello,

    Thank you for confirming.  Will do.
  

  Customer response

  07/07/2023

  
  Complaint: 20229598
  
  I am rejecting this response because:
  
  I still havent been contacted. Maybe you can give me your contact information and I can try calling you? I would love to get this resolved.
  
  Regards,
  
  ***************************

  Business response

  07/13/2023

  Hello *****,

    I did try reaching out but received your voicemail.  You can contact me directly at ************.

   

  Thank you.
  

  Customer response

  07/13/2023

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

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tandem pedal kayak from BKC in July it was supposed to be delivered on 15 Aug but the delivery company dropped off the wrong one, not a big deal mistakes happen, they were supposed to drop off the correct kayak the next day but did not. I called multiple times an was constantly told it will be the next day, the next day, the next day. Finally I was able to speak to a manager after telling them I was going to go to BBB to get this resolved and was assured it would be delivered on 29 Aug again it fell through. I either need to be delivered my product today or issued a full refund. One thing is for sure the customer service at BKC and the delivery agency is horrible, I would not recommend this company to anyone regardless of how enticing they make their products look.

  Business response

  09/28/2022

  Hello *******, We have responded to this complaint many times. There is not much more we can do here, you have the product in perfect condition. Please stop sending these complaints over and over.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a tandem pedal kayak from BKC in July it was supposed to be delivered on 15 Aug but the delivery company dropped off the wrong one, not a big deal mistakes happen, they were supposed to drop off the correct kayak the next day but did not. I called multiple times an was constantly told it will be the next day, the next day, the next day. Finally I was able to speak to a manager after telling them I was going to go to BBB to get this resolved and was assured it would be delivered on 29 Aug again it fell through. I either need to be delivered my product today or issued a full refund. One thing is for sure the customer service at BKC and the delivery agency is horrible, I would not recommend this company to anyone regardless of how enticing they make their products look.

  Business response

  09/14/2022

  Hello ******* Thank you for reaching out to BKC. Sorry to hear about your experience with delivery. I do not everything has been taken care of so please let us know if there are further issues. We are not entirely sure why this needs a BBB complaint since this was a delivery issue and we have taken care of it. Thank you

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent almost over a thousand dollar on what appeared to be a good quality kayak. Upon receiving it, everything was soaked in water including the inside of the kayak. It seemed very flimsy but knew we needed to try it on the water first. Once we did we knew instantly that it was horrible quality. It sits extremely low in the water so much so that even the mildest waves from boats causes water to come close to coming in and rocks to the point that it feels as if it will flip at any moment. This is while have 1 adult in the back and a child in the front so no where near the weight **** The drain holds are in the front location of each persons area and the water just flows back to the person getting there **** wet and water to not drain as it should. I have reached out by email being told to call to resolve the issue as I asked for return and refund. Upon calling as instructed to, I have only got the voicemail telling me to call. So I left a message and then sent another email only to be told me voicemail wasnt not found and to call again. I have since called again and the same thing happened. So I am 3 days of calling and emailing and still no closer to talking to someone to resolve the issue at hand. So I have over a thousand dollar kayak just sitting in my garage because no one feels safe in it.

  Business response

  08/08/2022

  Hello *****, As discussed, we are working on the issue for you. This was very premature to send BBB a notice and I wish customers knew how much this affects businesses. We are taking care of you as discussed. Thank you.

  Customer response

  08/08/2022

  
  Complaint: 17666135
  
  I am rejecting this response because:
  
  

  while I am hopefully that our solution works, I am still highly disappointed in the fact that it is impossible to reach the company by phone and took a week and filing a claim with the BBB to get someone to call me and discuss a solution. I am very much hoping that the replacement kayak is better and not with the issues of the current one. My only hope is that customer service improves as reviews of the kayaks are good but the service definitely lacks. I am upset I had to go this far to get more than an email response. 
  
  
  Regards,
  
  *************************

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new kayak,on my first trip using the kayak the seat straps broke (almost got injured) I have been waiting for 2months and still no replacement seat. upon returning from my first trip,I found the seat material and straps were dry rotted.

  Business response

  06/10/2022

  Hello ******, Thank you for your feedback. We certainly understand the frustration and as discussed, we have you covered under warranty and are providing a brand new seat. Thank you.

  Customer response

  06/10/2022

  
  Complaint: 17319593
  
  I am rejecting this response because:  i have been told that  3 times now.
  
  
  
  Regards,
  
  *************************************

  Business response

  06/21/2022

  Hello, There needs to be some understanding that products are delayed. We and all companies are going through this. Your kayak is can be used until we get the seat in stock and shipped to you. We assure you it will happen ASAP. Thank you.

  Customer response

  06/21/2022

  
  
  Complaint: 17319593
  
  
  I am rejecting this response because: company's poor judgment and disregard for selling a quality product fall way short of anything that's good or reputable, also if you were shipping something 800 miles away wouldn't you want to know it was 100% in good shape ready that seat with all that dry rotted material on it should have never left your Warehouse once again your inferior employees need better training from supervisors that are simply getting that money.
  
  
  
  
  Regards,
  
  
  *************************************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/19/22 I ordered 2 kayaks online for $2,379.76. Brooklyn kayak company reached out to me on the 24th stating they could not deliver to my address they offered a couple of small upgrades and $125 credit if I was willing to go meet at a gas station an hour and a half away after requesting cancellations 2 to 3 times through email and they kept prying to this other deal I accepted. On the 5/25 they asked me to verify that would work, I then asked to cancel on the 5/27. The 31st they said I could cancel and then they sent another email on 5/31 that it was shipped but it's still there, I checked the shipping today 6/1 through their carrier and it still shows it's waiting pickup they want me to pay a $400 restocking fee, an additional fee for returning the product back to their warehouse through the carrier but the items were never shipped, they never left, it's not that I don't trust have to drive a hour and a half to a gas station to make a pickup from a carrier. It's not convenient and the more I've gone through this fiasco I get more frustrated with the transaction. If I'm out the $400 so be it but I shouldn't be. The fees were presented to me later and was hounded several occasions when I requested a cancellation but the persistence got me until the meeting place was set. A gas station in the middle of nowhere **********, it was a no for me. Now I'm reaching out for help, and I just want resolution.

  Business response

  06/15/2022

  Hello ******, Thank you for your feedback. This is not how the emails are dictated. We certainly did not hound you as it was merely requested. You agree to meet at the gas station and provided you with the refund as stated. It was shipped and we are now on the hook for the delivery fee. We do apologize but that is the fee for cancelling something while it is in transit. Please help us understand why you agreed and now do not want the delivery. Can you always reach out to us directly to get it taken care of. Thank you.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered a kayak over a month ago, 1 of the seats is missing, crack in kayak *just rec'd the kayak today*Numerous emails sent on the whereabouts of the seat, keep getting told its being shipped only to find out it has not. Cannot get a hold of by phone, get an answering machine telling you to email customer service. Its constant run around and now the kayak has a crack on the handle. I will not pay for this kayak that has a crack, still don't even have the seat that goes in it. I want a resolution to this, the kayak needs to be replaced and I need the cushion that we paid for.

  Business response

  05/20/2022

  Hello *******, We have responded to every single request/email you have sent including the latest email from Thursday 5/12 with tracking. There was no need to open a BBB complaint as we have handled your request. Thank you.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 23 2022 I ordered a kayak from Brooklyn Kayak Co. I gave 978 dollars, which they already charged my credit card. Haven't got kayak. They advertised in stock, only 2 weeks to deliver and free delivery. Now they are saying they can't find anyone to deliver. Just want my money back.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased two 13 foot fishing pedal sit on top kayaks on January 31st for $3,074.60. Order#BKC ******. Our money has been deducted from our account. We have sent HELP messages.and called several times with no resolution. We are willing to pick them up anywhere in ****** or ********* ********** where they deliver their free shipping. We want the kayaks! Please help us

  Business response

  03/24/2022

  Hello *****, Thank you for reaching out to BKC. You purchased these kayaks on a 2 month pre order. As discussed as recent as yesterday, we have shipped your kayaks and they are currently on the way. Please let us know if there are any issues so we can assist.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a wall rack for my kayak from Brooklyn Kayak Co. (BKC) on 2/1/22 for $32.97, with the purchase charged to my credit card on 2/2/22. The website indicated that the product was in stock, but after placing the order I heard nothing. I emailed and called repeatedly and was finally informed by email that it was being shipped. I received a package on 3/7/22 only to find out it is the wrong item. It is a kayak transport with wheels, not a wall rack for kayak storage. Since receiving the package I have called and emailed multiple times without a response from BKC. I am unable to talk to anyone at the company. They do not answer their phone nor did they return phone or email messages. I require a full and immediate refund and instructions as to how to return this unwanted product without additional cost to me.

  Business response

  03/23/2022

  Hello *****, Thank you for reaching out to BKC. Sorry to hear you received the wrong item. As discussed via email and via phone, we have refunded your account. This was a mistake made by Amazon in shipping out the wrong product. Again, we have refunded you and hopefully this resolves the issue. Thank you for your patience.

  Customer response

  03/23/2022

  
  Hi *********. As discussed, this case has been resolved to my satisfaction. They have since refunded my charges and provided me a postage label to return the incorrect item. I sent a message via ******** that prompted a quick response from BKC via ******** messenger.
  
  Sent from my iPad
  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. ↩