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:03/29/2024

  Type:Customer Service 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 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

  Date: 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

  Date:03/05/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/07/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/28/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/11/2023

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/24/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 09/07/2023

  Hello,

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

   

  Thank you.
  

  Customer Answer

  Date: 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

  Date: 09/11/2023

  Hello ********,

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

   

  Thank you.
  

  Customer Answer

  Date: 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

  Date: 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 Answer

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

• Initial Complaint

  Date:06/23/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 07/05/2023

  Hello,

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

  Customer Answer

  Date: 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

  Date: 07/06/2023

  Hello,

    Thank you for confirming.  Will do.
  

  Customer Answer

  Date: 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

  Date: 07/13/2023

  Hello *****,

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

   

  Thank you.
  

  Customer Answer

  Date: 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

  Date:08/29/2022

  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 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

  Date: 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

  Date:08/29/2022

  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 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

  Date: 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

  Date:08/03/2022

  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.

  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

  Date: 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 Answer

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