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ACK (Austin Kayak)

ACK (Austin Kayak) Hot

 
4.3
 
3.9 (30)
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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

30 reviews

 
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(5)
1 star
 
(0)
Overall rating 
 
3.9
 
3.2  (30)
 
4.1  (30)
 
4.1  (30)
 
4.3  (22)
 
4.1  (23)
 
3.7  (25)
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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
SSH
Overall rating 
 
2.7
Customer Service 
 
1.0
Competitive Pricing 
 
3.0
Product Selection 
 
4.0
Website Use 
 
N/A
Shipping Rates 
 
N/A
Delivery Time 
 
N/A

Decent prices, trash customer service

First, the chat feature is absolute garbage. Took three different tries before someone finally got on to actually "help". Once I did get someone on the chat box, their replies were extremely slow and after answering one question, stopped responding altogether. Fine not a big deal.

I made a large order with them after researching my own information and price matched various items in the process. They did not "process" my order until three whole days after I had submitted my order. During this time the item I price matched had raised and they refused to honor the price at the actual time of matching despite me providing proof.

How is it my fault that the store, which is open 7 days a week both online and brick/mortar, didn't process my order for days after submitting? I ordered over $1400 worth of stuff and they refused to honor a pricematch of $20 difference with proof provided due to their slow speed of actually getting to it.

Nowhere in their pricematch tool or "fine print" does it say that they take the price of the match whenever they feel like it. Extremely annoying given I followed their instructions to a T. Will not be using them for future purchases or recommending them to others when there are so many options available in this market.

Pros & Cons

Pros:
Price
Cons:
People

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Seattle
Shipping Speed:
6-10 Days
Was this review helpful to you? 
Overall rating 
 
1.7
Customer Service 
 
1.0
Competitive Pricing 
 
1.0
Product Selection 
 
3.0
Website Use 
 
N/A
Shipping Rates 
 
N/A
Delivery Time 
 
N/A

Bait and switch at its worst

I ordered a Kayak and accessories. During the process they price matched the kayak so I placed the order #501750237 for $493.48. I received an email with the transaction for the above amount but my credit card was charged $611.48. I promptly cancelled the order. Steve from ACK called and tried to reinstate the order but wanted to charge $71.93 more but would not honor the original invoice. Their deceptive tactics did not succeed and they did not sell anything. bait and switch does not work

Pros & Cons

Pros:
None
Cons:
Bait and switch

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Summerland Key Florida
Shipping Speed:
6-10 Days
Was this review helpful to you? 
Overall rating 
 
2.8
Customer Service 
 
1.0
Competitive Pricing 
 
2.0
Product Selection 
 
5.0
Website Use 
 
5.0
Shipping Rates 
 
2.0
Delivery Time 
 
2.0

Do believe the price match

They offer a price match but actually don't match it. They put your product on hold no one actually calls you, you have to call them but they charge your card. I showed them where it was cheaper accepted it online and then held the product. End result I cancelled the order and orders it from the other website. Should have done that the 1st time. Lesson learned and will not shop with them again, only reason I did it was because I was a returning customer. Won't be one any longer!

Pros & Cons

Pros:
None
Cons:
They offer a price match but don't follow thru

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Home
Shipping Speed:
3-5 Days
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(Updated: June 17, 2017)
Overall rating 
 
4.6
Customer Service 
 
4.0
Competitive Pricing 
 
4.0
Product Selection 
 
5.0
Website Use 
 
N/A
Shipping Rates 
 
5.0
Delivery Time 
 
5.0

The ACK Matrix

I went to the Demo and found my Yak. Left deposit on a Saturday to get the demo discounts and headed back to Dallas. Called ACK Austin Monday and was told they were to busy to speak to me and would call me back....no call back. I called again that late afternoon and told them I wanted to complete my order and get everything shipped... I was asked when I would like to pick it up.... this type of response became a theme for the next 4 days. I have never worked so hard to give someone money. Sufficed to say, if you want something shipped or an email receipt after they tap your account for a good chunk of change, DO NOT call a store to order your stuff to be shipped. If you do you will find yourself in the ACK Matrix, you have been warned. Persistence to the point that I'm sure was annoying them, finally paid off and my goods were shipped and received. It was very frustrating but against my nature I didn't go ballistic. They obviously have some significant process shortcomings. I will say everyone was nice and gave the impression they wanted to help, the problem was for 3 days they remained lost and confused. Again, if you want your order shipped, do it on their Web Site. I have made two orders since the initial one via their site, not a single issue. Got what I ordered and it came quickly. They also waived the shipping on the Yak for my troubles; along with some nice discounts for attending the Demo. I like them, I shouldn't but I do. I have no idea why. Maybe because I got to meet and talk to some of them at the demo. They are enthusiasts and it's catching. They were helpful and knowledgeable. I guess if your a Yaker and outdoors person, business and business processes may be counter intuitive ... beats me...So I am still an ACK customer. Maybe they brainwashed me in Matrix.... after my first Yak paddle in my new Widnerness Radar 135, I'm ok with that... did I mention to use their Web site for orders you want shipped? (I marked "In Person" because I didn't use their Web site)

Update 6/17/17 : I have orederd 5 or 6 times since this experience. All via there web store. Perfect every time. I order mid day and the goods arrive the next day. There web based store is awesome!

Pros & Cons

Pros:
Good pricing, large selection of gear
Cons:
Don't stray from the norm, they get confused easily when you do

Business Info

Transaction type:
In person
Number of transactions:
3-5
Store location
San Marcos
IMG_0866.JPG
Was this review helpful to you? 
Overall rating 
 
1.8
Customer Service 
 
1.0
Competitive Pricing 
 
4.0
Product Selection 
 
1.0
Website Use 
 
1.0
Shipping Rates 
 
3.0
Delivery Time 
 
1.0

Buyer beware of website and poor customer service

Beware of website claims of in stock items, customer service blaims it on everything but them. No communication until you check on non shipped items. Won't be back after 3 communications with customer service and no desire to take any responsibility for false data and no communication. Back to Amazon for me!

Pros & Cons

Pros:
Great website layout
Cons:
Website stock claims are false

Business Info

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