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ACK (Austin Kayak)

ACK (Austin Kayak) Hot

 
4.3
 
3.6 (38)
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ACK logo

Location

State:
Address:
9705 Burnet Rd #102
City:
Austin
Postal Code:
78758

Contact Info

Phone Number:
888-828-3828
Email:
This email address is being protected from spambots. You need JavaScript enabled to view it.

Founded over 20 years ago, ACK is your specialty paddlesports and outdoor adventure retailer based out of the central Texas area. They purchased the Austin, Texas store location back in 2005 and have since opened up stores in San Marcos, San Antonio, Houston, Spring and of course, the Internet. Having started with only 20 kayak/canoe models and 100 accessories, they have expanded to having over 300 kayaks/canoes and over 7,000 accessories.

Photos

IMG_0866.JPG
Native Mariner 10
ACK's Austin Store
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Editor review

Overall rating 
 
4.3
Customer Service 
 
5.0
Competitive Pricing 
 
4.0
Product Selection 
 
4.0
Website Use 
 
5.0
Shipping Rates 
 
4.0
Delivery Time 
 
4.0

It’s easy to have great customer service when everything peachy

It’s easy to have great customer service when everything is running smoothly and you don’t have any hiccups. I received a bow skirt for my Native Watercraft Ultimate 14.5. The seam on the skirt was defective and I thought ACK was going to direct me to Native for a warranty return as it clearly wasn’t their fault the skirt was damaged.

NOPE I called and talked to the customer service rep and they ask that I email them a photo of the damaged area. I did and within 10 mins of me sending the photos they sent me a notification that a new skirt would be in the mail that day and I needed to return the old skirt when the new one arrived with the provided shipping label. Talk about top notch customer service.

Unfortunately that has been my only negative if you can even call it that shopping experience with ACK. Every other transaction has been without issue. Easy website navigation, reasonable shipping rates, fast ship times, competitive price etc. There is a reason ACK has won the Kayak Angles Choice Awards for the past 3 or 4 years in a row, and it’s not because they give you a free sticker if you vote for them. They are just that good.

Pros & Cons

Pros:
Top notch customer service, easy website navigation, did I say great customer service? Great customer service!
Cons:
Some products can be found cheaper on Amazon and they don't have a teleporter to instantaneously ship my orders.

Business Info

Transaction type:
Online
Number of transactions:
11+
Shipped to:
Home
Shipping Speed:
3-5 Days
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User reviews

38 reviews

 
(15)
 
(5)
 
(8)
 
(6)
 
(4)
Overall rating 
 
3.6
 
2.9  (38)
 
3.7  (38)
 
3.8  (38)
 
4.0  (27)
 
3.8  (28)
 
3.3  (30)
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Ratings (the higher the better)
Customer Service
On a scale from 1-5 with 5 being the best, rate the overall customer service.
Competitive Pricing
On a scale from 1-5 with 5 being the best, rate how competitive the prices were.
Product Selection
On a scale from 1-5 with 5 being the best, rate the overall product selection.
Website Use
If this was an online pruchase, on a scale from 1-5 with 5 being the best, rate the overall website experience.
Shipping Rates
If this was an online pruchase, on a scale from 1-5 with 5 being the best, rate how competitive the shipping prices were.
Delivery Time
If this was an online pruchase, on a scale from 1-5 with 5 being the best, rate how fast was your package deleivered.
Pros & Cons
Business Info
Comments
David
Overall rating 
 
3.5
Customer Service 
 
4.0
Competitive Pricing 
 
4.0
Product Selection 
 
4.0
Website Use 
 
4.0
Shipping Rates 
 
4.0
Delivery Time 
 
1.0

A tale of two kayaks...

This is tale of two kayaks.... my first kayak from ACK arrived within 3 days of the order. I couldn’t believe it and have recommended ACK to many people. My 2nd kayak from ACK shipped within two days of the order, but unfortunately ACK has changed its shipping practices. This kayak has been in transit for 4 weeks. I called ACK to see if this is the norm and was told they hear this everyday. I would not recommend this process to anyone.

Pros & Cons

Pros:
Great pricing and choices
Cons:
Shipping is deplorable and not worth the pros

Business Info

Transaction type:
Online
Number of transactions:
3-5
Shipped to:
NC
Shipping Speed:
11+ Days
Was this review helpful to you? 
Overall rating 
 
1.8
Customer Service 
 
1.0
Competitive Pricing 
 
3.0
Product Selection 
 
4.0
Website Use 
 
1.0
Shipping Rates 
 
1.0
Delivery Time 
 
1.0

Deceptive Advertising

Very bad company.
Do not buy from this company until they stop they stop deceiving us.
Spend your Holiday dollars with companies that are truthful not with companies like ACK that basically deceive you with bait and switch tactics.
Steve Sordello

Pros & Cons

Pros:
good selection
Cons:
Very deceptive advertising. First get email for 15% off one item plus free shipping on orders over $ 50.00. I see this and ask my wife to go to ACK for my Christmas present a Hobie kayak. She tries gto purchase it only to find the very small print after f

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
steve sordello 3427 Ruby Court, San Jose, CA 95148
Shipping Speed:
1-2 Days
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(Updated: June 26, 2018)
Overall rating 
 
4.0
Customer Service 
 
2.0
Competitive Pricing 
 
5.0
Product Selection 
 
5.0
Website Use 
 
5.0
Shipping Rates 
 
5.0
Delivery Time 
 
2.0

Great Pricing, Quality Products - Poor Shipping Partner

I've decided to edit and re-write my previous review due to the actions of Aaron at ACK. My original review was pretty rough; however, in an effort to highlight some of the positives, I'll keep the complaints brief. Over the course of the past few weeks, my first order with ACK was definitely a challenge. I had a staff member over charge me, fail to be transparent with their available inventory and lead time for back ordered items, fail to return phone calls when they promised they would call, and then a delivery service that misplaced one of my kayaks and then scratched it up due to mishandling. The delivery service also failed to follow ACK's written policy of allowing me to be present for the delivery (they just left it at my front door and drove away). The delivery service is a whole other story though.

On a positive note, I will say that ACK probably has the best pricing out there and arguably the best selection of quality kayaks. They're obviously trying hard to streamline an ordering/delivery process that rivals big box stores, with their competitive pricing, packaged deals, and low shipping costs. They also have some really great staff who work really hard to accommodate their customers' requests. I probably changed my order 2 or 3 times because of items not being in stock and their employee Helen was an absolute please to work with. Even their customer service, when not inundated with other work, can be a pleasure to work with. I just think their too popular for their own good. Hopefully, in time, they'll adjust to their popularity and implement smoother processes. I also hope they consider working with a new shipping company.

My final recommendation is this - if you aren't in a rush and know exactly what you want, there's probably no better place to order from then ACK. If you're new to kayaks and/or have time constraints with regards to receiving your kayak, I'd strongly suggest calling ACK before you order.

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
NJ
Shipping Speed:
11+ Days
Was this review helpful to you? 
Overall rating 
 
1.0
Customer Service 
 
1.0
Competitive Pricing 
 
1.0
Product Selection 
 
1.0
Website Use 
 
1.0
Shipping Rates 
 
1.0
Delivery Time 
 
1.0

UNRESPONSIVE CUSTOMER SERVICE

CAUTION: Before you order a kayak from ACK, do yourself a favor and search yelp for Estes Express. This is ACK's shipping partner and their reviews are consistently 1-star. It took a total of 24 days to receive my complete order. Sadly, this wasn't my only problem.

Many many issues with this company. Over charged for my purchase, poor communication with regards to available inventory, long lead times for restocking, shipping company lost my kayak while in transit, ACK would promise to return call on multiple occasions - NEVER once actually called back, when kayak was finally found the delivery company purposely arrived at my home an hour and a half prior to the shipping window and left $1000 kayak at my front door without allowing me to sign/inspect (per ACK's written policy). It was obvious why they didn't want me to see the delivery until after they pulled away - the protective packing/shipping material was torn away from the kayak, components were missing and scratches/gouge to the hull of the kayak where exposed.

I reached out to ACK same day as delivery with pictures and I've been ignored. This is not the way to do business. Highly recommend staying away from this place!

Pros & Cons

Pros:
None
Cons:
Too many to list

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
NJ
Shipping Speed:
11+ Days
Was this review helpful to you? 
Overall rating 
 
1.0
Customer Service 
 
1.0
Competitive Pricing 
 
1.0
Product Selection 
 
1.0
Website Use 
 
N/A
Shipping Rates 
 
N/A
Delivery Time 
 
N/A

Do not buy online

First apparently the item I purchased was out of stock but there was nothing stating that. Then finally i get an email saying my kayak has shipped. I check my bank account and they charged me way more than what I agreed to and what was stated in my order confirmation. I call them and wait on hold for a while. And turns out the customer service rep I spoke to when I first ordered the kayak that changed the color of it per my request somehow managed to just add another kayak to my order now stating I'm buying 2 kayaks. Even though the confirmation email of that change stated the correct information and price. I got charged for 2 kayaks, they said they will issue me a refund for the second kayak they added by mistake. Cool no big deal I suppose. Then I check my bank account again and now there's a charge for 200 dollars. I sent an email regarding this and the entire explanation of what has been happening. He then replies stating there was nothing he can do about it. And didn't even answer my main question as to why I was even charged 200 dollars randomly. And then states that he sees they issued a refund for the 2nd kayak which I already mentioned to him in the email. So pretty much he wont tell me why I was charged 200 dollars on top of the extra i was charged for them charging me for 2 kayaks. So now a 1000$ purchase has turned into a 2000$ purchase and maxed out the credit card because of their issue. Now I have to sit and wait and hope they actually did issue the refund for 1 kayak.. and hopefully one day they tell me why I was randomly charged 200. And I'm just hoping the kayak is in good condition when it arrives because if not I can tell it's going to be an endless battle to get it resolved. I would not reccomend purchasing anything from this company unless you have lots of time to call customer service. Or you have extra money in your account to compensate for all the extra charges they keep applying without informing you of. I will not be purchasing from here ever again. If this review section allowed photos I would show my confirmation email price, then show what they charged to my account.

Pros & Cons

Pros:
No
Cons:
Overcharging

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
UTAH
Shipping Speed:
11+ Days
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