Kayak Fishing Ultimate Resource

Sun, Dec 04, 2016
ACK (Austin Kayak)

ACK (Austin Kayak) Hot

 
4.3
 
4.1 (23)
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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

Native Mariner 10
ACK's Austin Store

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

23 reviews

 
(13)
 
(3)
 
(4)
 
(3)
1 star
 
(0)
Overall rating 
 
4.1
 
3.6  (23)
 
4.4  (23)
 
4.4  (23)
 
4.5  (18)
 
4.3  (18)
 
3.8  (20)
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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
ChrisG
Overall rating 
 
2.5
Customer Service 
 
3.0
Competitive Pricing 
 
2.0
Product Selection 
 
4.0
Website Use 
 
4.0
Shipping Rates 
 
1.0
Delivery Time 
 
1.0

Disappointing shipping makes ACK expensive

The online pricing for items seems very good and the allegedly free shipping seems like a bargain, but it comes at a hidden cost. My kayak was shipped through a smaller shipper (i.e. not FedEx and not UPS) but it's not until after you've placed the order and they've processed your credit card that they'll send you an email stating that you are required to be present to sign for delivery. I have my signature on file for FedEx and UPS so they can leave items without me being physically present, but thats no good for 2nd tier delivery services. So I have to take a day off work, which equates to a day's lost wages. When do I have to take a day off work? Real hard to say because the shipper they used for my order (Estes Express) don't have quality logistics and planning to be able to tell me when. The email from ACK says to call the delivery terminal (nearest location) 24 hours after the kayak has shipped. Did that, several times, and each time they kept telling me that delivery can't be arranged until after they get it. Today tracking shows that the items are at the local delivery terminal, so I call them and then they tell me they can't arrange yet, maybe I'll get a call tonight to schedule a delivery time. Maybe that'll be tomorrow, maybe that'll be after the long weekend, maybe they'll want to deliver on another day I can't take off work.

Really disappointed that none of this information is available prior to ordering, and the hidden costs of losing a day's pay and a completely uncertain delivery date is pretty sad in today's information driven world. With the requirement to take time off work to accept delivery ACK's pricing including delivery is no longer competitive, and worse, has created a hassle I could do without, and lost kayaking time, which is the worst of all!

Pros & Cons

Pros:
Good range of items
Cons:
Shipping has hidden costs

Business Info

Transaction type:
Online
Number of transactions:
3-5
Shipped to:
WV - West Virginia
Shipping Speed:
6-10 Days
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Chris
Overall rating 
 
2.0
Customer Service 
 
1.0
Competitive Pricing 
 
3.0
Product Selection 
 
3.0
Website Use 
 
N/A
Shipping Rates 
 
N/A
Delivery Time 
 
1.0

Terrible Experience with Customer Service

I ordered 2 kayak packages as part of the same order. Shipping took much longer than advertised (>2 weeks), which was likely an artifact of my location. However, only one kayak was delivered. It has been over 5 weeks since my order and I still have not been refunded for the kayak that was not delivered, despite repeated calls and emails to customer service representatives of ACK. Multiple times, customer service representatives have promised that my refund would be processed immediately, however, still nothing. I would not recommend ACK for online purchases.

Pros & Cons

Pros:
Selection
Cons:
Customer Service

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Colorado
Shipping Speed:
11+ Days
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Bridget
Overall rating 
 
2.0
Customer Service 
 
1.0
Competitive Pricing 
 
3.0
Product Selection 
 
3.0
Website Use 
 
N/A
Shipping Rates 
 
N/A
Delivery Time 
 
1.0

Beware "In Stock" Claim

Austin Kayak claims on their website that if an item is "in stock," it will ship within 48 hours. The item I ordered was noted as "in stock," but it was not, so the shipment was significantly delayed, which was a huge inconvenience for me. I had ordered from AK because they claimed that the item was in stock. The customer service rep told me that Austin Kayak was having trouble with their website and that items were being displayed as "in stock" when they were not. So here's the bottom line: do not trust that an item is "in stock" even if the website says it is, and don't order from Austin Kayak if you need an item by a particular delivery date.

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Virginia
Shipping Speed:
11+ Days
Was this review helpful to you? 
Overall rating 
 
2.8
Customer Service 
 
1.0
Competitive Pricing 
 
4.0
Product Selection 
 
3.0
Website Use 
 
3.0
Shipping Rates 
 
3.0
Delivery Time 
 
3.0

SENT ME WRONG COLOR KAYAK

ACK SENT ME THE WRONG KAYAK COLOR,
I ORDERED ORANGE AND THEY SENT ME
BLUE,SOMEONE IS EITHERE COLOR BLIND
OR THEY DONT GIVE A DAMN ABOUT THE
CUSTOMER,FUNNY THING IS I READ A REVIEW
WHERE A CUSTOMER SAID THEY SENT HIM
THE WRONG KAYAK,THAT SHOULD OF BEEN
THE RED FLAG FOR ME NOT 2 WASTE MY TIME
WITH THIS COMPANY,NOW I GOTTA REPACK
AND RESHIP THERE MISTAKE,MISSING WORK
FOR THERE SCREW UP,AND WAIT FOR THE
KAYAK I ORDERED IN THE FIRST PLACE,MOST
COMPANY WOULD OFFER YOU A SMALL REFUND
FOR YOUR TROUBLES,NOPE NOT THIS COMPANY,
MY REVIEW TO ALL IS TO BE CAREFUL IF YOU
PLAN TO BUY A KAYAK FROM THIS COMPANY..

Pros & Cons

Pros:
PRICE
Cons:
THEY MAKE MISTAKES ON ORDER

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
PEORIA AZ
Shipping Speed:
3-5 Days
Was this review helpful to you? 
Overall rating 
 
2.8
Customer Service 
 
2.0
Competitive Pricing 
 
3.0
Product Selection 
 
3.0
Website Use 
 
3.0
Shipping Rates 
 
3.0
Delivery Time 
 
3.0

WRONG KAYAK COLOR THEY SENT ME

ACK SENT ME THE WRONG KAYAK COLOR,
I ORDERED ORANGE AND THEY SENT ME
BLUE,SOMEONE IS EITHERE COLOR BLIND
OR THEY DONT GIVE A DAMN ABOUT THE
CUSTOMER,FUNNY THING IS I READ A REVIEW
WHERE A CUSTOMER SAID THEY SENT HIM
THE WRONG KAYAK,THAT SHOULD OF BEEN
THE RED FLAG FOR ME NOT 2 WASTE MY TIME
WITH THIS COMPANY,NOW I GOTTA REPACK
AND RESHIP THERE MISTAKE,MISSING WORK
FOR THERE SCREW UP,AND WAIT FOR THE
KAYAK I ORDERED IN THE FIRST PLACE,MOST
COMPANY WOULD OFFER YOU A SMALL REFUND
FOR YOUR TROUBLES,NOPE NOT THIS COMPANY,
MY REVIEW TO ALL IS TO BE CAREFUL IF YOU
PLAN TO BUY A KAYAK FROM THIS COMPANY..

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
PHOENIX AZ
Shipping Speed:
3-5 Days
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