ComplaintsforTucktec

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered my kayak on 8/23 with hopes of it being shipped in good time before my event on 9/10. It did not, so I requested cancelation on 9/7 via email and explained just that. I've had multiple correspondence concerning my refund via email and phone conversation. However, every time I call the manager is always out or "20" minutes from coming back when I have inquired about my refund of $408.99. The following are the email correspondence between I and their representative ********...I have yet to be refunded.Me: 9/7 (7:55 a.m.) -Please cancel my order!********: 9/7 (11:39 a.m.) - Hi ********,We will be happy to help you cancel your order. Why do you wish to cancel?Thank You,Me: 9/9 (11:53 a.m.) - It would arrive too late for the event.I am in.********: 9/9 (6:33 p.m.) - Hello ********, I see that there is a note in your order to mark it for cancellation! I have your email flagged for my manager's attention! You will receive a response as soon as possible! Thank you for your patience!Thank You,Me: 9/14 (4:57 p.m.)- Good evening. I'm following-up on the status of my cancelation and refund once more. Please let me know something as soon as possible...thank you!********: 9/15 (8:15 a.m.)- Hi ********,Your cancellation is in the refund que. The manager will process it soon and send you an email. We appreciate your patience and apologize for the inconvenience and delay. Me: 9/19 (4:21 p.m.)- Is my refund processed?********: 9/20 (8:16 a.m.) - No, not yet. The manger will email you when it is processed.Thank You,Me: 9/28 (1:28 p.m.)- Good evening. I am checking on my refund. ********: 9/28 (1:35 p.m.)- Your cancellation is in the refund que. The manager will process it soon and send you an email. We appreciate your patience and apologize for the inconvenience and delay. Thank You,Me: 9/28 (1:38 p.m.)- How long is the que process?NO ANSWER BACK! I wouldn't care if they used outer space material for their kayaks...they **** professionally!!!

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a set of kayak. They promised in advertisements that it would hold 350 lbs. I weight 237. I sat in the boat and it sank. They then said ok send it back but I have to pay the shipping for the return even though the product did not meet the specific requirements it said it would. Now several weeks and I don't have the boat or the refund. I just want my money back

  Business response

  11/27/2022

  Business Response /* (1000, 5, 2022/10/03) */ The weight limit provided is correct, and we have much larger paddlers than yourself out there on the water. Issues like this are normally caused by incorrect assembly, but when offered, you did not want any help on that. The boat was returned used and dirty, which can add time to the refund process, as it has to be thoroughly cleaned to be properly inspected. But the refund was issued, per our return policy, on 10/1/22

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a folding kayak from Tucktek in June 2021, total order amount was $415. The listed weight capacity was 300lbs. When I finally used the kayak (past the return window) it was on a lake with my dog (combined weight of about 240lbs). All seemed ok for the first few minutes and I paddled out, but soon realized that we were taking on a lot of water, and we quickly went under. At that point most of the connections on the boat came apart and the various pieces floated away. Thankfully we had life vests and were picked up by strangers in a boat, but this could have been a life-threatening situation if we had not been and I fear for other customers who may buy this product and trust that it can support their weight without taking on water. We were able to salvage some of the pieces from the water, but I would never use it again and was traumatized enough by this experience that I will not give it to someone else to use either (though perhaps it works ok for someone very lightweight). This product needs further safety testing and a change to the advertised weight capacity.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contact Name and Title: Pete GM Contact Phone: XXXXXXXXXX Contact Email: ****@tucktec.com We have not received any correspondence from you on this, nor would we have denied any resolution of the matter in this situation, regardless of being past the trial period. And you are still less than a year into the 3 year warranty period, so any issued would be completely covered still. We would have gladly gone over the entire situation to see if there were issues with how it was assembled or the kayak itself. If the latches are connected correctly, it is nearly impossible for them to come apart on the water, and we have plenty of customers packing well beyond the weight limit described here with absolutely no issues. That is, as long as the kayak is assembled correctly and being used as directed. I do find it strange that you would post this here without so much as contacting us about any issue first. Should you change your mind and want to handle this through the proper channels, customer support is available 7 days a week, during regular business hours (8a-4pEST), and we will be glad to see how we can help get this resolved.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had not given me everything that I've ordered. Order thru Kickstarter kayaks with paddles. Was sent kayaks but no paddles. Only offer was to send used paddles when I should be getting new ones.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ When backing a Kickstarter project, nothing is guranteed and pledge rewards are subject to change. Some of them result in getting absolutely nothing for the pledge money that you put in. That is the nature of crowdfunding. This is all noted in the multiple boxes you had to check before making your pledge. Paddles were a free add on for the Kickstarter kayak package. We have a running list of anyone from the Kickstarter that did not receive paddles, but we have not been able to source new paddles for months. So we provided you with what was available upon your request.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live in Australia, and ordered a Tucktec. I ordered it on recommendation from a friend in Australia. Everything was fine when I placed the order, and it arrived in a reasonable time frame. Unfortunately, when I took the item out of the box, I found it heavily scratched and scuffed. See pictures via the following link: ************************************************************************************ The item and delivery was $677.91. I emailed Tucktec and was told that during the manufacturing process, items can get scratched. I would expect a few minor scratches, if this were the case. However, you can see that the kayak is heavily scratched (deep scratches too) and scuffed. I am really disappointed with the product. I kept asking for solutions, and all I got offered was a USD$25 partial refund. I pointed out that I didn't order a refurbished kayak, which may have such scratches etc. I understand that the scratches don't hinder the functionality of the kayak, but for paying such a steep price, and knowing a friend who received an unscratched kayak, I am really, really disappointed in the product. I am extremely disappointed in the poor customer service I have received, and have a full transcript of the emails back and forth, where I was offering up solutions. I got told that they couldn't reimburse me for return shipping, or help in any way. I also got told they couldn't generate a return label.... This is not a "change of mind" return, this is wanting to return an item that is heavily damaged aesthetically.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/11/03) */ The nature of this material (HDPE Plastic) is that while nearly impossible to puncture, it will scratch and scuff. Since they are made by hand, some minor scratching and scuffing will occur during fabrication. Also, being as environmentally friendly as we can as a company, we do not produce extra waste for the ocean and landfills by stuffing our boxes full of packing material. So, while we handle them as gently as we can here at the shop, when shipping them to the other side of the planet, we cannot guarantee that everyone who handles it during shipping process will do the same. Since we did notice that your scratches were a bit beyond normal shop scratches, we offered you the same discount that we do for anyone else in your situation, which is a direct reflection of what the parcel service will pay for on a claim like this. Since they will most likely be scratched the first time you launch or land from shore, 99% of people are okay with this. It is not physically possible for us to generate a return label for shipments outside of the US, and our return policy states clearly that you are responsible for return shipping costs. When possible, we always generate return labels on our account to save anyone making a return as much money as humanly possible. In your case, it was simply not an option. Had this been for a manufacturing defect that in any way affected the performance or safety of the boat, and not a small cosmetic issue, we would have gladly handled it all for you. But since this was not the case, we offered you the standard discount offered for scratches that can happen during transit, particularly international transit, and would have worked with you a bit more on it. However, you insisted on returning for a full refund instead. Once we stated the return shipping policy that is noted on our site, and let you know how that process would need to work, you told us you were taking it to the BBB to complain... about the clearly stated return shipping policy that you agreed to when making the purchase...

*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. ↩