Austin Canoe & Kayak

Hello, I apologize for any miscommunication. We have refunded an additional $20 per [redacted] request. We had sent that package out with Saturday Express delivery, so we are sorry to hear it did not arrive until Monday. Hopefully this is now resolved.

ACK was contacted on 3/14/2015 about an issue with a kayak that was purchased and received in May of 2014.  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 manufacturer. Although 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 2014 (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 item. The 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 capacity. Although 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.

After reviewing the price match it looks like it was cancelled due to us not being able to replicate that sale on the competitors website as it was given to us. When a price match takes place, the customer is sent an invoice with the price match total on it but all price matches are reviewed. This...

one was rejected as the shipping price was $9.99 which was not listed in the price match. It would have been $20.07 total on the competitors website. We would be happy to match that price for you today if you would like. We are sorry for the confusion and we are utilizing this feedback to improve our processes.

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]

[redacted], Thank you for your recent order and letting us know about your experience. While 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 packaging. In this case, the item was...

discovered to have been used and a restocking fee was deducted from your refund. I apologize if this was not made clear in the return process or on the return authorization email that was sent. We 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].

Complaint: [redacted]
I am rejecting this response because:  Sales price had no disclaimer or reference to shipping or delivery cost.  The item price was their match or beat the competition price.  Shipping charge was not mentioned.  Austin Canoe misrepresented their guarantee.  They should  be reprimanded and given a poor Revdex.com rating for cheating customers.  For a $20. resolve--this company has lost goodwill and many fold future orders.  A smart business might have sent the order and moved on with better business acumen re: advertisement baiting!  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: "Bait and switch" (or mislead) is a very old tactic that cost Sears, Roebuck, and Co. millions 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]

Complaint: [redacted]
I am rejecting this response because: I have verified the new shipping company has a Kayak to be delivered, they state it make take 2-3 days to be available for delivery.  You did not contact me or return my calls and provided the wrong information.  One day when the Kayak comes and if in new condition I may update the review.  At this point it is poor customer service at best. 
Regards,
[redacted]