Austin Canoe & Kayak

[redacted] ***, Thank you for your recent order and letting us know about your experienceWhile we do have a very relaxed return policy, we try to make it clear that restocking fees will apply if items are not returned in new condition and/or in their original packagingIn this case, the item was discovered to have been used and a restocking fee was deducted from your refundI apologize if this was not made clear in the return process or on the return authorization email that was sentWe sincerely value your business and the experience you have shopping with us, so please let us know if you have additional questions or concerns by contacting me at [redacted] or [email protected]

The kayak has been paddled by multiple employees as well as inspected for signs of defectsThe kayak was found to be level after careful inspection and no "leaning" was discovered when the kayak was test paddledNo defects were discoveredIt was proposed that we observe the customer paddling or the customer provide a video of what happens when he paddles the kayak to see if it is a factor outside of a defect on the kayak

Complaint: [redacted] I am rejecting this response because: the kayak is defective it tilt to the right, the dealer felt it and they agreed that is a defective hull, the problem is with the original seat, no modifications what so ever Regards, [redacted]

We received notification from Hobie that this customer was having issues with their kayak "leaning" to the rightOur local [redacted] store was able to reach out to the local customer to request the kayak be brought in for water testing It went through a standard process of being water tested by two separate ACK employees who are very familiar with how his specific paddle performsBoth employees verified that there was no defect in the hull and the kayak paddles as designedWe have also communicated this to the manufacturer in writingThe manufacturer has also evaluated pictures and measurements that were provided by the customer and found them to be consistent with other kayaks of the same modelIt was noted to the customer that using a higher seat will reduce stability and the paddler may find it more sensitive to tilting to one side, depending on the paddler's paddling style and position within the kayakAlthough the customer has mentioned in several emails and forums that the warranty was denied for no reason, the reason is that there are no defects in the kayak and it performs as designedThe customer has been assured multiple times that his kayak is in perfect working order and is available for pick up

ACK was contacted on 3/14/about an issue with a kayak that was purchased and received in May of The customer explained that there was an issue with the motor and expressed their wishes to return the item immediately for a full refund While the customer presented what appears to be a fixable warranty issue, they are not willing to proceed through the warranty process which includes troubleshooting and information exchange between customer, ACK and the manufacturerAlthough the customer mentions damage at time of receipt of the kayak, they have previously confirmed this to be minimal cosmetic “scuffing” that is commonly seen during use Regardless, ACK presented the customer with several options when the kayak was initially received in May (including a replacement kayak) and the customer chose to have ACK send a repair kit In the customer's most recent correspondence they have made it clear they are not willing to pursue a warranty resolution ACK presented the option to return the kayak, subject to restocking and shipping fees which vary depending on the condition of the returned itemThe kayak is not listed on [redacted] as it has since been discontinued and the manufacturer derives the capacity and any repairs would have no effect on the actual capacityAlthough ACK has been in contact with the manufacturer and presented questions/suggestions to the customer regarding the potential resolution of the issue, the customer is only interested in a full refund

Hello, I apologize for any miscommunicationWe have refunded an additional $per [redacted] requestWe had sent that package out with Saturday Express delivery, so we are sorry to hear it did not arrive until MondayHopefully this is now resolved

Complaint: [redacted] I am rejecting this response because: "Bait and switch" (or mislead) is a very old tactic that cost Sears, Roebuck, and Comillions in the 70"s I know--I worked there A twenty dollar bill would have resolved this ACK will not admit blame and I am no longer a customer Please remove my address from your deceptive advertising list Thank you May you learn from your mistakes Regards, [redacted] ***

Hello, We had issues in getting this customer his item drop shipped from the manufacturer, but worked with them on Friday 7/to get the item delivered on 7/The shipping charge was refunded back in MayWe have reached a resolution to this issue, but if there are any more issues, please
feel free to reach out to me directly via phone or email

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you so much
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The company only now responds after several people on facebook rejected their services..They never made any effort to explain their policies..The way they treated me as a customer was insulting
Regards,
*** ***

We actually do inform the customer that the total cost is what is matched including shippingThe customer must submit the price match through a tab located on the items pageA window then opens asking the customer to enter the details of the price match such as the price, the website they located it on and any notes they would like us to considerBelow that is a section that says The Fine PrintWe call it that however it is in the same size font as the rest of the page the customer has been using, its kind of a joke on companies that do actually use really small textI have included the paragraph below as it is stated on the price matchThank you. The Fine Print:We reserve the right to validate all price matchesTotal price matched is the absolute total including shippingClearance product is excludedNo promotions can be combined with any price matched itemThis offer/guarantee may stop at any time without notice

*** ***, Thank you for your recent orderI apologize for any miscommunication between ACK, the shipper and yourselfYour shipment did, indeed, ship via Estes Express on 06/14/and has reached the destination terminal today, 06/20/You may make the delivery appointment by
calling *** *** referencing your PRO #*** Citing the details on your order, it appears the incorrect information about the shipper was provided and is the root of this understandable frustrationThat said, the order did ship on 06/and may be delivered to you in as early as hours We will be providing a follcall to ensure you have all the information you need, but do not hesitate to contact us at [email protected] or 888-828-at any time thank you, Chase at ACK

*** ***, We sincerely apologize for this negative experience with usIt is certainly not reflective of the customer service upon which we pride ourselves and we take this VERY seriously As we discussed over the phone, we have agreed upon a larger cooler that is available for
shipment today, at no additional cost to you I again want to apologize about this and hope that this has turned this into a more positive experience, considering the circumstances If you have any questions or concerns now or in the future, do not hesitate to contact me directly.thank you,*** ***

Complaint: ***
I am rejecting this response because: ON July 7, I spoke with a representative who I told I wanted a refundAt this point in time he had me hold, spoke with his manager and told me they would over night me the product I ordered early may, and refund me $I accepted this offerSince I still and not received the order, I filed a complaint with the Revdex.com, and called this company and again asked for a refundThey again offered to overnight me the product ordered and refund me $I have still not received the $refund they had promised me for their errorThey also guaranteed I would have received my order by July 15, 2017, and I did not receive it until July 18thI am still waiting for the $refund to my account they promised me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The solution presented after repeating the problem several times was to, fill the hull with water The hull of this particular kayak contains electronics that are not intended to get wet Further filling the hull would cause deformation and removing the water would present a major problem This is something that perhaps ACK is able to do and risk, but it will only de-value the kayak further ACK is not knowledgeable of the problem and does not care to address it in a serious manner The shorting issue is echoed on many message boards and requires the user to add higher quality components This particular kayak had an abnormally high rate of return and complaints which were probably the reason the kayak was discontinued by Ocean Kayak.The picture uploaded above is the "minimal cosmetic “scuffing” that is commonly seen during use" that was referred to in the vendors response The picture was taken the day we received the kayak, and ACK was notified of the "scuffing" at that time It took ACK over a week and even then a reminder to send a kit necessary to fix the problem In PA motorized crafts must be registered and titled prior entering the water We did were not able to get the kayak on the water until approximately a month after receipt The kayak was shipped in this condition The packaging was intact and thoroughly examined prior to us allowing the delivery driver to leave The kayak was shipped with deep grooves that almost penetrated the hull The statement above only further proves that internal communication within ACK does not exist We have had to spend hours re-explaining our problem to each customer sales representative only to eventually receive a solution of returning the kayak for a 30-40% loss ACK shipped a damaged kayak as well as one that was of defective design They should stand by products that they sell
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Hi ***,Please close the complaint #*** as the vendor gave me a full refund.The issues was with *** the worst
shipping company in the world The vendor needs to find a better carrier.Thank you,*** ***

We received notification from Hobie that this customer was having issues with their kayak "leaning" to the right. Our local [redacted] store was able to reach out to the local customer to request the kayak be brought in for water testing.  It went through a standard process of being water...

tested by two separate ACK employees who are very familiar with how his specific paddle performs. Both employees verified that there was no defect in the hull and the kayak paddles as designed. We have also communicated this to the manufacturer in writing. The manufacturer has also evaluated pictures and measurements that were provided by the customer and found them to be consistent with other kayaks of the same model. It was noted to the customer that using a higher seat will reduce stability and the paddler may find it more sensitive to tilting to one side, depending on the paddler's paddling style and position within the kayak. Although the customer has mentioned in several emails and forums that the warranty was denied for no reason, the reason is that there are no defects in the kayak and it performs as designed. The customer has been assured multiple times that his kayak is in perfect working order and is available for pick up.

A replacement was sent and shipped on 05/15 after recognizing a manufacturer defect, despite the alterations that were made by customer.  Replacement was shipped via FedEx on tracking number [redacted] and delivered on 05/18.  We are currently awaiting the return of the defective item...

through a prepaid shipping label that was provided to customer.

Hello, We apologize for the delay on this order. I have personally reached out to this customer to go over other options as this boat will not be in until next week. Mr. Wheeler is currently weighing his options and we should have a resolution in the next couple days. Regards,

The kayak has been paddled by multiple employees as well as inspected for signs of defects. The kayak was found to be level after careful inspection and no "leaning" was discovered when the kayak was test paddled. No defects were discovered. It was proposed that we observe the customer paddling or the customer provide a video of what happens when he paddles the kayak to see if it is a factor outside of a defect on the kayak.