ComplaintsforBrooklyn Kayak Company

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered and received 2 kayaks. We need the Manufacturers Certificate of Origin for each kayak to title our kayaks and register them with the ******************* of ***************** or we cannot use our trolling motors. I emailed BKC and received a response that they would be mailed. 2 weeks went by and I did not receive them. I emailed again, was told they were mailed and I should have received them and they would mail them again and I still have not received them. We paid $1956.60 for the kayaks and while we like the kayaks, we are limited in how we use them. We just want the MCOs so we can properly title and register our kayaks to comply with MD law. Order #BKC268469.

  Business response

  07/16/2024

  Hello *****,

    Thank you for reaching out.  I am glad everything was taken care of today.

  Please let me know if you need anything else.

  Thank you.
  

  Customer response

  07/16/2024

  [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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sold me a boat with no MCO. The boat can't be registered, so it is useless. Customer service has likewise been useless. First they say I can get it online. No I can't, that doesn't work for my boat model. Then he claims it was mailed to me. First of all WHY? Just email it. Second of all, it has been 10 days and it is still not here.

  Business response

  07/09/2024

  Hello ****,

    Sorry to hear you have not received it just yet.  Looking at our system it was mailed twice so I would like to try a different method since you have not received it yet.

  Can you respond to the latest email and provide your direct contact?

  Thank you
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this kayak and upgraded aluminum Kayak seats after looking at several different ones. (Order #BKC268195 Total price $1134.28).We made the purchase on June 7, 2024, and after several weeks passed I sent an e-mail directly to Brooklyn Kayak same finally arrive on June 28, 2024. their site states that these seats fit the kayak that we purchase. (Seats fit RA220, **122, and **219.)We discovered that the seats did not fit. We notify the company and sent pictures of the fitment issue and Kayak serial #. This was a production defect, and impossible to properly install and safely secure the seats. The cut out in the kayak mold die not line up nor were the seat lower bars long enough.Since my initial notification of this problem to Brooklyn Kayak, it has been a back and forth with Brooklyn via e-mail mostly on my part; whereby, I get back mostly this generic/Robot responses. I have tried calling, e-mail messages and leaving voicemails, which again states someone will call back within ***** hours. Via review videos found on-line that this has been ongoing issue regarding seat fitment for the last two years and they are well aware of same. Yet they continue to sell this product under false pretenses! My husband and I ordered these particular upgraded seats due to our age and age related arthritis. this deciding factor in our purchase of this particular Kayak. Their unwillingness to resolve this matter in a timely manner or even at all, and questionable selling practices, prompted us to seek assistance via filing a formal complaint with Better Business Bureau, regarding their fraudulent practices. This is totally despicable and incomprehensible of how this has been handled! To amicable resolve this matter we are requesting that Brooklyn Kayak make the necessary arrangements to pick up the ** 219 Kayak and send us the correct kayak model the ** 122 at their expense.

  Business response

  07/09/2024

  Hello *******,

    Thank you for your feedback.  We will have a resolution in your favor in one business day.

  Please understand that this issue is not a small one and what you are requesting is not a small request either.  We will take care of you and provide a resolution.

  Thank you.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered a kayak on April 30th, with the ship date being May 10th. I have received no updates on my item that should have been on its way by now and even delivered. I have tried calling the company, but am always sent to voice mail. I have emailed the company several times, and only received a response once stating the kayak would ship by May 20th. The kayak never shipped. I still have yet to hear anything, and I am unable to get a hold of customer service. I have been more than patient, but this is becoming unacceptable. Not only am I leaving this bad review out of frustration for their poor business practices, but because they will not answer my emails or phone calls, and have no other way of contacting them. I would like to know an estimated time of arrival or next week I will begin the process of refunding this kayak due to fraud and I will be reviewing this on every possible outlet you sell on. I'm very displeased.UPDATE: Finally received my kayak 2 months later. They sure did take their time sending it after taking my money. After receiving the kayak I noticed that the propeller drive did not come with the pedals to operate the drive. This company is a joke. Do not buy from them. Worst company Ive ever worked with or bought anything from. Im also pretty sure a lot of their reviews are fake. Dont ignore the bad reviews. Dont make the same mistake I did.

  Business response

  07/10/2024

  Hello *****

  Thank you for your feedback.  As discussed with you yesterday/today, this was all taken care of.

  Please let us know if you need anything else.  Thank you.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  * Date of purchase 05/25/24, shipped 5/29/24, arrived without the seats; they came two weeks later. * Amount paid $1,243.17 Inv# ****** * We were told several times that they mailed the MCO so we could get it registered in Florida (so we could use it). * We have called, written, and had minimal responses. Isaac, the owner, told my husband Carl and me he had mailed the MCO several times, but it had never come. We tried to complete one online ( it gives you the option to do that), but when we go to the tax collector to register, we are told they need the original from the company. We have been to the tax collector's office three times, each time making an appointment. We have written and called 6/18, 6/21, 6/24, 6/29, and told 7/8, and that is just myself reaching out, not my husband, and never got a response. * They have not once tried to help or solve the problem. This $1200 investment is useless if we can not get the proper paperwork we were told would be sent.

  Business response

  07/08/2024

  Hello,

    Thank you for your patience.  It was a pleasure speaking with you today to resolve any issues or concerns you had.

  Please let us know if you need anything else.

  Thank you.
  

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  i’m not rejecting, but I am not closing this until I receive the tracking number that I was promised and the MCO received.. I appreciate the phone call. It’s the follow through that had me file a claim in the first place I look forward to getting my MCO. 
  
  
  Regards,
  
  ***** *** **** ******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 2 12.0 pedal kayaks on June 9th .The back order shipping date for the camo kayak ordered was 6-11-2024 . AFTER 6-11-2024 , the date changed to 6-16-2024. It has still yet to be shipped out . The teal kayak -gift for my daughter's birthday was set to ship on the 26th per customer service. I email the ********************** and asked multiple times for an update / ship date . ***** was the first rep to contact me informed me that both kayak should be shipped on the 28th . Once the 28th came I emailed to make sure all was on track . I was told that the teal kayak was still not I'm stock . **************** rep ******** responded with vague information . I requested multiple times for a manager to contact me via phone. The requests were ignored. Once I stated that I would be giving a Terrible review if not given information , ****** responded stating that he updated my order to two camo kayaks. This is not ideal for my daughter to have that color , but with the amount of time that has passed I just wanted her to be able to have a gift. The last email recieved was that he updated my order . Still has not been shipped and no response to when it will be . 2100 dollars was taken out of my bank for the order on June 10th . It took less than 24 hours to take my money but over 3 days to recieve a response .

  Business response

  07/08/2024

  Hello ********,

    Thank you for your patience.  It was a pleasure speaking with you today and resolving any concerns you had.

  Please do reach out if you need anything else.

  Thank you
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  06/25/2024

  Hello ****,

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

   

  Thank you.
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  Business response

  06/11/2024

  Hello *****,

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

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

  Customer response

  06/12/2024

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

  Business response

  06/17/2024

  Hello *****,

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

  Thank you.
  

  Customer response

  06/21/2024

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

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

  Business response

  06/26/2024

  Hello *****,

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

  You will have it shortly.

  Thank you.
  

  Customer response

  06/27/2024

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

  Customer response

  08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

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

  Business response

  06/10/2024

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

  Customer response

  06/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
   The company's response to my complaint was rapid and polite. They still did not have the kayak in stock although they said they were expecting it very soon. I decided that seven weeks was enough time to wait for delivery and asked for the charge to my credit card to be reversed which they did. While neither I nor Brooklyn Kayak Company got what we originally planned (delivery of a kayak), our interactions were timely, civil and professional. I am satisfied with the resolution of this issue
  
  Regards,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  05/15/2024

  Hello ******,

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

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

  Thank you.
  

  Customer response

  05/15/2024

  
  Complaint: 21710275
  
  I am rejecting this response because:

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

  Business response

  05/15/2024

  Hello ******,

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

  I will make sure that happens.

  Thank you.
  

*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. ↩