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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last February, I purchased a Sea Eagle inflatable kayak through Amazon. Product was received on 2/20/24, at a price of $ ****** . I live in ******** and did not open the item until early June, due to weather. The product was not as easy or amazing as the website so advertised, but things are not always as advertised and the $ 300 plunge didnt seem so large compared to the financial commitment you could make for such hobby.We accepted the quirky not what we thought and moved on. One problem, it doesnt inflate.I contact Amazon on 6-5-24, but they do not honor an exchange or refund after 30 days. I then contacted Sea Eagle **** directly. After speaking with them and exchanging emails, this is where they stand.They will not honor the 3 year advertised warranty on said product, because it was purchased through Amazon.They have previous knowledge and continue to currently acknowledge a known packaging problem, which causes a leak in the boat and therefore when eventually opened, will not inflate.Their only solution to the problem at this point, is to perform some type of hair dryer trick on the boat to potentially fix the leak.And now, they are not communicating with me at all. There are certain products, that I believe should have unspoken characteristics to them.Warranties, or not. I bought an inflatable kayak, that doesnt inflate. I was willing to work with them, but I have come to an impasse and feel that this is the next step.The product has been repacked as received. Ready to return. It never made it to the high seas !Please feel free to contact me with questions.Business response
06/20/2024
On June 5th request for a refund or replacement on this purchase made, stating that one of the ******** was not holding air.
It was explained that the purchase was not made directly through ************ and that the customer would need to contact the seller they purchased from directly in order to inquire about a return for refund or a replacement under the warranty which in this case the seller is to uphold.
Sea Eagle customer service did respond to the customer explaining that the issue being experienced was not a defect and could be solved by simple troubleshooting.
Sea Eagle customer service is standing by ready to assist with any customer service or troubleshooting issues that we can, however in this case a return for refund or warranty support for this purchase would need to be handled directly through the seller.
Please let me know if you have any questions or concerns and I will be happy to assist you. *******************, Sales Manager.Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Good day. Their response is unacceptable. I don't understand why I have to troubleshoot a brand new product. Why do they knowingly ship a product, that will knowingly be defective? Even so, this so called fix looks like it could easily void the warranty. The have a team of people to handle this obvious quality defect ? May I have one that has been presented and doesn't leak. This a a boat. *****
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Contact Information
19 North Columbia Street
Port Jefferson, NY 11777-2165
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.