ComplaintsforVibe Kayaks, LLC.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I placed order ***** on August 27, 2024. I have a multitude of issues with this order.First, when placing an order, Vibe railroads you into planting a tree in ****. The order page states that if you do not plant said tree, then Vibe is not liable for any items lost, damaged, or stolen during the shipping process. Second, after placing my order, I was contacted later in the day stating that their was a glitch that cause Vibe to not collect a shipping payment. As this was the fault of Vibe's IT department, or whomever they subcontract IT to, Vibe should have absorbed this cost. Instead of Vibe paying for ****'s mistakes, the customer has to pay for ****'s mistakes.On the day after my order, I noticed that the money was put back into my account. I contacted Vibe and received a response stating that everything was all good and that the transaction will be processed as normal. This was the last time I received any sort of timely or helpful response. I write this complaint on the 24th day after my order. The **** website states that on day **************************************************************** to set up delivery. This has not happened.I sent Vibe a message (they have no customer service phone number) on 9/16 asking for an update. I received the following response the following morning:"Hi ******, I am so sorry about that! I've contacted our warehouse and logistics manager to get this moving asap. I'll be in touch soon with an update."I have yet to receive the update promised to me. It has been 49 hours at the time of writing this ************ the 24 hour **** of not receiving my promised update I sent Vibe another message voicing my displeasure and demanding a resolution. This message has also not received a response. It has been 25 hours at the time of writing this ************ appears the the only time the Vibe is willing to communicate with a customer on a timely basis, is when the message pertains to Vibe receiving money.

  Business response

  09/19/2024

  Hi ******!

  I do apologize for the delays you've experienced with your order.

  We're working hard to get you the information you've requested and deliver your boat to you in a timely manner. However, we work with 3rd party couriers, and they don't always respond as quickly as we'd like them to so we're unfortunately at a standstill until we hear back from them about the status of your order. I know you want your boat, so we are working as quickly as we can to push this along, but you are going to need to be a little patient. Additionally, as stated on our website, it can take up to 30 business days to deliver our kayaks due to their large size and careful manner we need to ship them so they aren't damaged in transit. So, please rest assured that we will get your order to you as soon as possible, and we are working as hard as we can to ensure your boat gets to you safely. 

  All the best!

  The Vibe Team

  Customer response

  09/19/2024

   
  Complaint: 22307848
  
  I am rejecting this response because: The boat has not even shipped yet. There is no tracking number. You are trying to push the blame on the third party logistics company when they do not have the shipment yet.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Fri 9 Aug 2024 filled a web form and asked if there were sales coming up or if there was a price guarantee. Answer on 8/12 was that no sales were coming up.On 8/12 placed order ***** for 2 kayaks and 2 summit seat purchases. About 8/30 I noticed they had gone on sale, and since nothing had shipped, on 8/30 I filled out a web form (*****) after responding to the earlier email from Vibe with no response and asked if Vibe would honor my price for that order. On 9/3, I followed up and received a response that Vibe would not honor the sales price for my order. I responded and asked if I could cancel my order, and Vibe responded that they would cancel and refund my order.On 9/3, based on that information from Vibe, I re-ordered the same 2 Kayaks and 2 summit seat the sale price (order *****).On 9/5, I received notice from Vibe that my original order had shipped and they could not cancel it. I had not received any shipping information, so **** then provided my a screenshot. I responded to that email stating that based on their agreement to cancel my original order, I had placed a new order, and now that new order needed to be canceled.On 9/5, Vibe confirmed that they would submit a cancellation request for the order.On 9/6, one of the two kayaks had been delivered by freight service, but the summit seat perches had not shipped from the original order, and no information provided about the second kayak.On 9/6, I followed up via email to confirm that the second order had been cancelled, and have not yet received a response. I also received notice that the perches from order ***** had shipped, but still nothing from my original ******** phone # was provided to discuss.I am asking that Vibe delivery the items I ordered - 2 summit seat perches (which have shipped from my second order), 1 ghost 110 kayak (which has been delivered from my first order) and 1 ghost 130 kayak; and I am requesting that my original purchase amount for order ***** be refunded (*******).

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I ordered a replacement seat for my kayak. When it arrived I noticed I ordered the wrong one. I contacted them and they said to send the wrong one back and to order a new one. I did and they received the return on 6/17/2024 @ 1205 pm. Ive emailed them to see when I would get the refund and they told me that I didnt send the whole seat to them. I did and told them to check the weight of the *** package and then check what their seat weighs and they now wont respond to me or anything else.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Been waiting since may for a product from this business and just keep getting the run around have over 800 dollars invested they have now just stopped responding to communication after several attempts to reach a resolution.

  Business response

  08/14/2024

  Hi ****!

  As we've mentioned a few times in emails with you, we're working on getting you a drive. We'll be following up with you via email later today, but we will be getting you a drive

  Thanks!

  Customer response

  08/14/2024

   
  Complaint: 22137756
  
  I am rejecting this response because: I am done with promises I want facts send the tracking number that shows the drive had been sent I am done playing games and getting the run around either send me the tracking number that the drive is in transit or refund me for the drive!
  
  
  
  ***************************

  Business response

  08/14/2024

  Hey ****!

  You'll be getting a tracking number from our CS team in the next 48 hours

  All the best!

  Customer response

  08/14/2024

   
  Complaint: 22137756
  
  I am rejecting this response because: you have had two weeks Iv asked for it everyday you then stopped responding for 9 days after saying we will get you information asap well I believe 9 days is more then enough time to get it out Im so beyond frustrated and tired of being jerked around!!!
  
  Sincerely,
  
  ***************************

  Customer response

  08/23/2024

   
  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. 

  The drive arrived today weird how things move quicker when you get others involved 

  Sent from my iPhone

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a Kayak and j-cradles from Vibe on 5/21/24 and was told it would be up to 20 business days to receive the cradles and up to 30 to receive the Kayak, as they would ship separately. At the 23 business day **** I sent an email to their customer support asking about the order since I had not even received confirmation that anything had shipped. I sent a follow up email 3 days later as I had not gotten a response from the first email. I got a response from a *** informing me that the order was waiting pickup and would ship very soon. I waited for over 2 weeks before sending another email asking about my shipment as I still had not received anything saying it had even shipped yet. Not long after that email I got confirmation that my Kayak had been picked up from a shipping company but it says nothing about the **cradles that I also ordered. I am set to receive my Kayak this coming Saturday but it looks like I will not be able to transport it without going out and buying cradles somewhere else. I have sent 2 emails to Vibe in the last week asking about the cradles since the shipping companies delivery bill clearly shows they only have 1 item for me, which is the kayak, but have not heard back. I am hoping to get this resolved as I know they have high quality products but the lack of responsiveness has been frustrating.

  Business response

  08/07/2024

  Hey *****!

  I'm so sorry for the delays, we've gotten your emails and we're working on getting you your items, but we've been having a slew of issues with out logistics partners so its been a difficult few months.

  I'll track down your order and get the j-cradles shipped to you ASAP though

   

  All the best,

   

  The Vibe Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Kayak from Vibe Kayaks along with a summit seat and summit base. I also order a summit perch on a separate order which attaches to the summit seat. The kayak and summit perch have been delivered but the summit base and seat were not. I reached out to the company with concerns about the delivery noting that I have not yet received the base and seat which were supposed to ship separately and arrive at minimum 10 days sooner. They claimed that the base and seat were shipped with the kayak which was not their policy per their website and original confirmation email. They assured me that the items in question would be with the kayak. The kayak was delivered but there was not base and seat. The kayak and the summit perch are not useable items on their own and require a seat to be functional for my use which is why I ordered it in the first place.I reached out to them again and provided proof with pictures of the delivery itself and the manifest that only one item, the kayak, was delivered. I spoke with the delivery drivers and they stated that they were contracted to deliver only one item. Vibe kayaks stated that they changed ways they ship items to save money, which was not disclosed to me, and that they would place another order for me and have it shipped. I requested reasonable proof of this in the form of proof of order in my name and to my address along with tracking information and now they stopped responding. It has now been over a month and there is no indication that they plan to provide me with the items I have purchased and paid for in full.They do not provide a customer service number to call and speak to someone and the only way to reach them is by email for the customer.

  Business response

  07/16/2024

  Hello ****.  
  We understand your frustration with the initial delay, and we sincerely apologize for any inconvenience it caused.

  
  We're happy to inform you that your summit base and summit seat are on their way to you and estimated to arrive by *** Thursday July 18 between 1-5 pm.  You can track your shipment progress with the following tracking information:

  
  Tracking Number: 1Z4V53810322574586
  Carrier: ***
  Tracking Link: *****************************************************

  
  Please use the info above to track the progress of your order arriving at your door. We appreciate your patience and understanding during this busy time. We're thrilled to get you out on the water and paddling in no time!

  Attached is proof of your new sales order as of July 11.  I will also be sending you $100 gift card to apologize for all the delays.  
  
  If you have any further questions regarding your order or shipment, please don't hesitate to reply to this email.
  
  
  Great Vibes!
  Sincerely,
  The Vibe Kayaks Team

   

  Customer response

  07/19/2024

   
  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.  The package has arrived and I carefully inspected it as the packaging was damaged and the box was not secured and had a large gap from whoever attempted to tape it shut.  Luckily, the contents were in good working order.  I hope that they clarify their shipping methods in the future if they decide to deviate from what they advertise to their customers.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My order, which I placed in April 2024, has not arrived in full. The previous customer service representative assured me it would be sent out within the last week of May and it never was sent out. They even gave me a tracking number and *** never got the item. In June, I reached out to their ******** page after sending them countless emails with no response. The message said they replace the order so it would be shipped out and delivered at the end of June. On July 9th, I finally received an email back from a new representative and they said they would replace the order again, for the 3rd time and it would ship out by the 12th. It has never moved and when I ask about an update, the customer service representative, who was actively responding to emails, again will just stop replying. This is horrible customer service. All I want is what I payed for but I just get ignore and my item is never being sent. Why cant I just get an honest answer or just have my item sent when I get told it would be. I want a full refund if I cant have my item sent. Id rather have the impulse drive but if they wont send it, I will unfortunately have to get my money back. Please be honest with your customers.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a kayak (details below) from Vibe Kayaks on May 31, 2024. I was promptly charged, but the vendor has not initiated shipment of the order. I have written and called multiple times and either a) Vibe does not respond at all or b) says be patient. they have "staffing challenges."I requested a refund on July 3rd, only to get another boilerplate response of "be patient."ORDER ***** Cubera 125 Lite 1 $849.99 Summit Perch 1$119.99 Route Package Protection 1 $24.38 Discount (VIBENATIONNLLDGLB6) $-14.43 Subtotal $979.93 Shipping $70.00 Total $1,049.93 USD

  Business response

  07/08/2024

  Hi *******!

  I sincerely apologize for the delays with your orders, we've had a very challenging spring/summer with both staffing and our logistics partners, that has impacted a slew of orders.

  I know that likely rings hollow given your complaint and apparent frustrations with us, and its well founded in all honesty, so I can't really blame you for being so frustrated. But, I'm here to help.

  I've tracked down your order, and its slated to ship within the next 7 days, and should be delivered to you within the next 20 days

  I know that means you've basically lost the entire summer to our issues, so I'm going to send you a $100 gift card as a modest apology for the delays.

  If you'd like to chat with someone directly, please email ********************************** and we'll get back to you as soon as we possibly can.

  Thanks and all the best!

  ****

   

  Customer response

  07/09/2024

   
  Complaint: 21956848
  
  I am rejecting this response because:
  
  I have already received a similar response (see attached emails) - a pledge  that my order will be processed with days and arrive within **************************************************************************************** my order. Vibe Kayaks response is basically stating that theyve done nothing this whole time, but heres a tiny discount, As requested multiple times, cancel the order and refund my full amount. 
  

  
  Sincerely,
  
  *******************************

  Business response

  07/09/2024

  Hi *******!

  I've refunded your entire order.

  So sorry you didn't have the best experience with us, this summer has been a perfect storm of issues for us that we've fixed moving forward, so I do hope you'll give us another chance in the future

  All the best!

  ****

  Customer response

  07/09/2024

   
  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. Refund accepted.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 5/12/24, my wife and I placed an order to Vibe Kayaks (order #*****) in order to purchase (2) kayaks plus delivery. One kayak has been delivered and we have attempted to reach out to **** on multiple occassions to get an update on when the second kayak is to be delivered and we have not been provided any information as to when or if we will see our second kayak. We initially received feedback from Vibe that they were checking into the matter, and since then we have not been able to have someone contact us for an update. Our requests for information have been ignored. Furthermore, **** does not have a working telephone number to which we can talk to a representative and we have not guarantee that we will ever receive the order that we placed. I would like to receive my kayak, but if they are unable to fulfill the order, then we would accept a refund, however I would like to just get what I paid for. I have also ordered a kayak paddle (order #*****) valued at an additional $129.99 and have not received that order either. I would personally like it if someone from **** would call me to discuss what is going on with the order as I have no way of talking with someone directly at their company.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vibe kayaks advertised that their hero seat would be back in stock on their website on 4/24/24. On this date I purchased the seat. Following my purchase the company reached out and said they did not have the seats in stock yet and that they would be arriving within the next week. I was next told that the shipment of seats were delayed at the port. I was then told that they tracked down a seat for me in their warehouse and were going to ship to to me. After a week of no communication I reached out for them to tell me there was no seat in the warehouse and I would have to wait for the shipment to arrive. Now Im being told the shipment has been misplaced and they cannot process and ship my order until their next shipment of seats comes in or they find the lost shipment. They are still unable to give me a reliable timeline for when I will receive my order. The company has no phone contact and can only be reached by email making this frustrating process even worse. I am an avid fisherman and purchased their kayak used because they advertised the seats would be available for purchase by 4/24/24. I have had to miss 3 tournaments because I still have no kayak seat. Please help me resolve this issue it would be greatly appreciated.

*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. ↩