BrooklynKayak Avis 4

Brooklyn Kayak Company’s customer service has been extremely frustrating. Calls go unanswered, and voicemails and emails aren’t returned. I spent over $600 on a kayak that arrived missing the foot braces and the mounting hardware, so there’s no way to install them even if they send parts later. Without foot support, the kayak isn’t usable.

I’ve reached out multiple times without any response about how to fix this problem, and the 14-day return window is approaching. I was really looking forward to this purchase, but at this point the experience has been disappointing enough that I no longer want the kayak.

I purchased a new kayak from Brooklyn Kayak in May 2025. I received a damaged/used kayak. It was dropped off in my driveway in the middle of the night, with no advance notice and no ability to examine it.

I notified them about the damage and was told they did not have any new kayaks and offered me $100 credit if I kept the damaged one. I declined. They offered me additional money off which I declined again. They stopped responding to me after that.

I disputed the charge through my credit card company. Brooklyn Kayak said they fulfilled my order of a new kayak - which was not true. After providing additional documentation I was credited the purchase amount.

It took 3 months to get my money back and for them to pick up the damaged goods. I believe they intentionally sold the used kayak as new, thinking I would keep it if they made things difficult enough.

I would not trust this company.

I paid $1887.30 that was posted to Brooklyn kayak company.posted April 26th 2024.They emailed me said it was back ordered,they would get on May 15th,then emailed it would get there on June 3rd.Since that last email,they have not answered any of my emails,no updates,they refuse to answer phone or call me back.I filed a claim with my bank.
Do not buy from Brooklyn kayak company.
They are a ripoff company,with no integrity.

My shipping and customer service experience was not good with my recent purchase. I was not aware, and it was not advertised that the Kayak would be shipped via a carrier that does NOT service all US addresses. All of my previous kayak purchases over the years from others have been delivered directly to my door, trouble free, so I was not expecting any troubles or issues. In my case: that meant that after a week of not hearing from them (I was told I would receive a tracking email and the process would be 7-14 days for delivery on the website/ automated email after purchase) I sent an email and was informed I must provide another address (a friend/family) or meet at a gas station where the truck COULD deliver in another city. I immediately started calling their 1800 number. Calling only results in a voicemail ( I had made many, many calls), with no live person answering. They do call back eventually but sometimes don't. I called from multiple numbers, and it seemed that I stopped receiving calls to my "complaint" caller ID numbers. I was very disappointed to learn that this is a very common complaint (BBB reports and other review sites) for them. They definitely need to advertise that their shipping partner is limited in it's delivery locations and will present a problem for customers. I was given a link to check addresses by zip code, and that should be provided to customers BEFORE purchasing and getting into a situation like mine. I really do not like having to provide another address, in another city so far away, and meeting a truck driver somewhere in order to pick up my kayak. They originally gave me an example (Lancaster Ohio) that would have taken me hundreds of miles from home to get my Kayak! I did not research the company well I am afraid. I DID research what people said about the kayak i ordered (I thought enough), and it was a good set of reviews I could find on it. After having this shipping and having so difficult of a time reaching them I did a little more research. Of course, it did not take too long to identify the Chinese company that actually manufacturers several, if not all of their kayaks for sale at the Brooklyn Kayak Company website. Kudo Outdoors makes and rebrands (logo services etc.) for companies that resell their products like BKC. For example, my purchase of the BKC TK122 is the Kudo Giant 390. The BKC RA220 is the Kudo Dream Hunter 350. Etc, etc. These are available on alibaba (direct for example in samples and minimum runs/orders of 2-5 etc.) and other vendors that sell rebranded Kudo products too (Hoodoo, West Cast Kayaks and others for example). I won't complain about the prices I see direct versus BKC. They DO provide a warranty service and cover shipping from China to their New Jersey location and again to your door (well.. not all of us anyway). I don't see too many complaints about warranty other than wrong items sent and along those lines on their BBB site). They need to vastly improve communication, and fulfilment as well as amend their advertising. I am not sure providing a logo to Kudo really counts as "designed" in the United States as they claim on their website and marketing materials. I am quite sure that their Free shipping needs an asterisk at least about potential shipping problems with some addresses. They told me only 20% of customers had a shipping issue with them. That seems like a great deal to me, particularly since I am one of them. But, I do not know how many rebranded Kayaks they actually sell, so it may only be 10 deliveries a year for all I know. They do seem short staffed (as in less than a dozen people) in my opinion. That would explain their failure to communicate faster and answer the phones immediately when you call. I had issue even getting email replies back in a timely fashion. People were very nice on the phone and in email when I did speak with them. More so than I. I was and am a bit "peeved" by this whole process that is needlessly complicated and irritating. I can not say I was not impolite in all of my communications. For that I am sorry, as it is never justified. To their credit, they did not ever appear rude to me. Maybe it would have been deserved, but they did remain reserved and professional. I did not find fulfilment, and marketing professional however. I think some amendments need to be made, and an improvement to shipping/fulfiment and communication with customers. I am awaiting my delivery, and may amend the review once it is received. I expect the Kayak to arrive in excellent shape (since they make the claim that is why they use this particular trucking company: AM Trucking). Quality of the kayak and the drivers may improve the two stars to a three star review. We will see. Unfortunately, with the issues I have suffered so far, 5 stars is impossible and out of the question at this point.