Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchasd a kayak. It is brand new . Collecting water in ****. My 15 year old son used $2200 to purchase with his own money. He put in water and 30 min later the boat has excessive water. I have called company 10 times and they all have same response " a representative will contact you soon." I emailed MULTIPLE times and I am dismissed on every email. I consistently ask for a replacement and they tell me they must speak to me so I say then CALL ME and they dont. This has been going on for weeks .

  Business Response

  Date: 06/20/2025

  Hello Terri,

    Thank you for reaching out to BKC.  Happy to hear everything was taken care of earlier today with one of our reps.

  Please let us know if you need anything else, we are happy to help.

  Thank you.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The kayak I purchased had a stated weight capacity of 500 lbs and an actual capacity closer to half that. I tried multiple times to find a resolution. In good faith I sought alternatives for months including offering to transport it to a *** dealership for them to see if it was defective. I provided video of the kayak taking on water when my son (240 lbs) was in the kayak, and took it on my dime to a Kayak and canoe shop to have it looked at in case there was an issue they could find. I finally asked how to simply return the kayak and have had zero communication since.

  Business Response

  Date: 06/17/2025

  Hello Dori,

    Thank you for reaching out to BKC.  It doesn't seem like our team has heard from you in quite a while.

  If you can help follow up through our CS help desk, I am sure we will come to a resolution in your favor.

  Thank you.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been attempting to help my son who is an adult resolve an issue with Brooklyn kayak company. He purchased one of their kayaks in May 2024. The kayak comes with a five-year warranty on the hull. ****** filed a warranty complaint with the companies website. I also messaged them on ********. It appears they are not making good on their five year warranty and have come up with excuses as to why. Based on summations.. not only did the **** get a hole in it after two dozen or so uses the pedal drive fell off, and a clip . All things that are warranted that they are not making good on. I have provided pictures to the company and they are making up excuses. Excuses as to how they think the kayak was treated. Excuses not based on fact.

  Business Response

  Date: 05/28/2025

  Hello *******,

    Thank you for reaching out to BKC.  I am happy that everything was taken care of.

  Please reach out to us if you need anything else.

  Thank you.

  Customer Answer

  Date: 05/28/2025

  [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. I initially received a message via ******** from the company that was less than satisfactory to me. After speaking with *****, we came to a mutual understanding and mutual agreement where the company will provide parts in order to repair the kayak. I will also make additional purchases to repair a hole and protect it.  I understand the owners position and he was very receptive to mine. I might have jumped the gun with the BBB but at the time the ******** message upset me. I am glad things worked out as a consumer and a person. This should not reflect negatively on the company.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my order for a week now. I call everyday and am told someone will contact me within 24hrs and that all their support staff is on the phone handling other calls, which I'm pretty sure it's a lie because, wouldn't i be in the queue for a callback since I've been calling all week? I'm never contacted. I attempted canceling the order the next day after the online purchase. The kayaks had not shipped. I ordered 2 kayaks, almost $3000. Just cancel my order. I hope nobody ever ever EVER, does business with this company again. They do NOT care about their customers at all. I want going to cancel, but just ****** some reviews about ***, I refuse to deal with a company like this. I have filled fraud on my credit card and will be filing a police report next week, and filing a consumer lawsuit. This is crazy, just give me my money back!

  Business Response

  Date: 05/27/2025

  Hello *****,

    Thank you for reaching out to BKC.  It seems you did not get our last few emails confirming your request, apologies.  We did handle this for you and you should have confirmation via email.

  If you need anything else, please let us know.

  Thank you.

  Customer Answer

  Date: 05/27/2025

  
  Complaint: 23373578
  
  I am rejecting this response because:
  
  It seems as though you decided to ship my order. I just received this email instead of cancelling my order.
  
  "Hi,
  Hope you're ready to hit the water because your kayak is now on the move! You can expect delivery within 2-5 days from receiving this email.
  Our carrier typically reaches out approximately 12-24 hours before delivery to coordinate timing, but please keep an eye out just in case.
  If you have any questions, just let us knowwe're here to help!
  Thanks again, and welcome to the *** family!
  Warm regards,
  *****
  Brooklyn Kayak Company"
  
  I do not want these Kayaks and will reject shipment! Please refund my money. Thank you.
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 06/05/2025

  Hello *****,

    Thank you for reaching back out.  Our team has responded a few times to your concern but we have not heard back.  Please check your email and we will make sure to get you taken care of.

  Thank you.

• Initial Complaint

  Date:04/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my kayak from Brooklyn kayak company on March 24th. Supposed to be 7 to 14 days shipped. I was looking at another kayak but it was back ordered until the end of April. I called BKC and it seems like some lady at her house answered the phone. I had to ask if it was BKC cause I thought I dialed the wrong number. She took my info and said someone would get back to me. A guy named ***** called and left me a message I couldnt really understand so I called back 2 more times. Its been a week and I have not got a call back. The emails sent are just auto response. All I wanted was my kayak delivered in the time frame they gave when I ordered it. At this point I just want a refund. Especially after reading the quality of these kayaks are not good from another gentlemans complaint I read.

  Business Response

  Date: 04/23/2025

  Hello ****,

    Thank you for your feedback.  Apologies for the delay, as we explained it was on a backorder at time of purchase.  We are set to get your order shipped as it has arrived in stock.

  We can cancel your order but would certainly hate to do so.  Please let us know so we can advise.

  Thank you for your patience.
  

  Customer Answer

  Date: 04/23/2025

  [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. I would like to cancel my order with BKC and get a refund. I was not informed of any back order when I ordered my kayak and expected it to be shipped and delivered within the 14 day timeframe they gave me. So please cancel my order and get my full refund to me asap. Thank you!
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 04/24/2025

  
  Complaint: 23223665
  
  I am rejecting this response because:  I would like to cancel my order with BKC and get a refund. I was not informed of any back order when I ordered my kayak and expected it to be shipped and delivered within the 14 day timeframe they gave me. So please cancel my order and get my full refund to me asap. Thank you!
  
  
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/24/2025

  Hello ****.

    Thank you for confirming.  We will get this taken care of right away, you will receive confirmation via email shortly.

  Thank you.
  

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased 3 kayaks from Brooklyn Kayak Company and have been extremely satisfied with them and their ***************** However, this past September 2024, my kayak tipped over while kayaking in ***************, *******. I lost my kayak seat and the liner to my dry box.I contacted Brooklyn Kayak and ordered a new seat and a new dry box liner. Since I know they sell many different kayaks, I specifically described which seat and which dry box liner I was ordering. When I received the dry box liner, it was the incorrect liner, and after contacting Brooklyn Kayak, they sent me the correct liner.....no problem.Then I received the incorrect seat. I contacted Brooklyn Kayak, and after many back and forth emails and phone conversations and texts, telling me they were sending the correct seat and that the *********** has the seat, I have still not received the correct seat for my kayak.Then they stopped answering their phone. A recording comes on that says "There is no one available to help you now, please try your call again later". I continued to call, sometimes as many as 20 times, but still the same recording. On some days, when I did get an answer, they said it was an answering service and they would forward a message to them, but they never responded.Leaving me no other option, I finally contacted my credit card company and filed a complaint, letting the credit card company know that I was not seeking a refund, but I wanted the correct seat for my kayak. They were unable to resolve with Brooklyn Kayak, and they refunded my money.I wish that Brooklyn Kayak would make good on my request to send me the correct seat for my kayak. I would gladly return this incorrect seat and pay again for the correct seat.I have recommended Brooklyn Kayak to several people who have asked where I purchased my kayaks from, however, I can no longer recommend them if they do not have good *****************Please help me get the correct seat for my Kayak.Thank You.

  Business Response

  Date: 11/19/2024

  Hello *****,

    Thank you for reaching back out.  Certainly sorry for all the back and forth.  We have been having some issues with this seat specifically, even though the shipping team has stated it was shipped.  There has been no movement on the tracking #.

  I am going to contact you to get this resolved once and for all.
  

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22575820
  
  I am rejecting this response because: I have been told, in response to some of the thirteen emails that I have sent since September 25th (over half of them were ignored) that the seat has been processed, that the seat is on the way, and that the seat has definitely left the building. After almost three weeks of no response to emails, the company response to the BBB is that the seat has not left the building, that they will contact me directly and get this all straightened out. This is more of the same. I have not been contacted. The company has me over the barrel. This seat is not something you can just go to the store or go online and buy. It is custom to pre-molded mounts on the Brooklyn Kayak. Now I am stuck with a $900 kayak with no seat.
  
  
  
  Regards,
  
  ***** ************

  Business Response

  Date: 12/12/2024

  Hello *****,

    Apologies for the delay.  This will be the second time we are shipping the seat as we do see the first delivery was never made by the carrier.  We are using a different service and you will receive it within a few days.

  Again, apologies for the delay, we will get this new seat to you.

  Thank you.
  

• Initial Complaint

  Date:09/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***********************