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Business Profile

Boats

Brooklyn Kayak Company
BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

Customer Complaints Summary

  • 40 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/18/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [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. I would like to cancel my order with BKC and get a refund. I was not informed of any back order when I ordered my kayak and expected it to be shipped and delivered within the 14 day timeframe they gave me. So please cancel my order and get my full refund to me asap. Thank you!

    Regards,

    **** *****

    Business Response

    Date: 04/23/2025

    Hello ****,

      Thank you for your feedback.  Apologies for the delay, as we explained it was on a backorder at time of purchase.  We are set to get your order shipped as it has arrived in stock.

    We can cancel your order but would certainly hate to do so.  Please let us know so we can advise.

    Thank you for your patience.

    Customer Answer

    Date: 04/24/2025


    Complaint: 23223665

    I am rejecting this response because:  I would like to cancel my order with BKC and get a refund. I was not informed of any back order when I ordered my kayak and expected it to be shipped and delivered within the 14 day timeframe they gave me. So please cancel my order and get my full refund to me asap. Thank you!



    Regards,

    **** *****

    Business Response

    Date: 04/24/2025

    Hello ****.

      Thank you for confirming.  We will get this taken care of right away, you will receive confirmation via email shortly.

    Thank you.

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    Complaint: 22575820

    I am rejecting this response because: I have been told, in response to some of the thirteen emails that I have sent since September 25th (over half of them were ignored) that the seat has been processed, that the seat is on the way, and that the seat has definitely left the building. After almost three weeks of no response to emails, the company response to the BBB is that the seat has not left the building, that they will contact me directly and get this all straightened out. This is more of the same. I have not been contacted. The company has me over the barrel. This seat is not something you can just go to the store or go online and buy. It is custom to pre-molded mounts on the Brooklyn Kayak. Now I am stuck with a $900 kayak with no seat.



    Regards,

    ***** ************o help you now, please try your call again later". I continued to call, sometimes as many as 20 times, but still the same recording. On some days, when I did get an answer, they said it was an answering service and they would forward a message to them, but they never responded.Leaving me no other option, I finally contacted my credit card company and filed a complaint, letting the credit card company know that I was not seeking a refund, but I wanted the correct seat for my kayak. They were unable to resolve with Brooklyn Kayak, and they refunded my money.I wish that Brooklyn Kayak would make good on my request to send me the correct seat for my kayak. I would gladly return this incorrect seat and pay again for the correct seat.I have recommended Brooklyn Kayak to several people who have asked where I purchased my kayaks from, however, I can no longer recommend them if they do not have good *****************Please help me get the correct seat for my Kayak.Thank You.

    Business Response

    Date: 11/19/2024

    Hello *****,

      Thank you for reaching back out.  Certainly sorry for all the back and forth.  We have been having some issues with this seat specifically, even though the shipping team has stated it was shipped.  There has been no movement on the tracking #.

    I am going to contact you to get this resolved once and for all.

    Business Response

    Date: 12/12/2024

    Hello *****,

      Apologies for the delay.  This will be the second time we are shipping the seat as we do see the first delivery was never made by the carrier.  We are using a different service and you will receive it within a few days.

    Again, apologies for the delay, we will get this new seat to you.

    Thank you.

  • Initial Complaint

    Date:09/27/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [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,

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

    Business Response

    Date: 09/30/2024

    Hello *****,

      Happy we were able to get you taken care of.

    Please let us know if you need anything else.

    Than you.

  • Initial Complaint

    Date:09/17/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    Complaint: 22297277

    I am rejecting this response because there has been no communication.  The fact is emails have gone unanswered and call has not been returned. This is not acceptable. A manager or whomever should have reached out to me to let me know what is going on instead of ignoring me. At this point I think you are trying to buy time and hoping it goes away. 



    Regards,

    ****** *****

    Business Response

    Date: 09/19/2024

    Hello ******,

      Thank you for reaching out to BKC.  We have your ticket open as our product team continues to work on a solution.  They are wanting to come up with something that is perfect for you so it is taking time since this has not come up before.

    You will get a resolution from us shortly.

    Thank you.

    Business Response

    Date: 09/19/2024

    Hello ******,

      We certainly understand but we are simply working on a solution here.  There is nothing to respond to right now as we work through this.

    We will absolutely follow up.

    Thank you.

  • Initial Complaint

    Date:09/13/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    Complaint: 22282962

    I am rejecting this response because:



    Regards,

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

    Business Response

    Date: 09/16/2024

    Hello ******,

      We are doing everything we can to help you with your order.  At time of purchase we stated 7-14 business days for delivery.  You received a call and a few emails stating it was shipped and when to expect a call from the carrier to schedule the delivery.

    Please allow us to do what was stated and you will be taken care of.

    Thank you.

Brooklyn Kayak Company is BBB Accredited.

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