Kayak Fishing Ultimate Resource

ACK (Austin Kayak)

ACK (Austin Kayak) Hot

 
4.3
 
3.6 (39)
17039   0   4   0   0
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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

39 reviews

 
(15)
 
(5)
 
(8)
 
(7)
 
(4)
Overall rating 
 
3.6
 
2.8  (39)
 
3.7  (39)
 
3.8  (39)
 
3.9  (28)
 
3.8  (29)
 
3.2  (31)
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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
Daniel Purcell
Overall rating 
 
2.3
Customer Service 
 
1.0
Competitive Pricing 
 
3.0
Product Selection 
 
3.0
Website Use 
 
3.0
Shipping Rates 
 
3.0
Delivery Time 
 
1.0

Austin Kayuck!!! Poor poor service

Ordered several items including a Feelfree Lure 11.5 with Overdrive Pedal Drive. After waiting over one month the order finally arrived but the Pedal Drive was missing. NO SMALL ISSUE SINCE THIS IS NEARLY HALF OF THE KAYAK COST. ( My 13.5 Feelfree Lure was $1000.00 less) . After holding with customer service for 6 minutes "Zack" cam on the line. I explained the my entire order arrived in excellent condition but the Pedal Drive was missing. After some discussion Zack confirmed that they were supposed to have shipped the Pedal Drive separately but that had in fact not been done. He told me that he could take care of that today. BUT BEFORE HE WOULD INITIATE SENDING ME THE PEDAL DRIVE I MUST TAKE A PHOTO OF THE ITEMS I HAD RECEIVED. I was and still am stunned. I had no complaint about what I had received nor the condition of those items. Zack acknowledged that Austin Kayak had neglected to complete my order yet he could not complete the Oder until I e-mailed him photos of the items I had received. Makes ZERO SENSE AND INFURIATES ME. "WE SCREWED UP BUT BEFORE WE WILL FIX OUR ERROR YOU MUST DO THIS! Dumb. I won't be ordering another thin from ACK.

Pros & Cons

Pros:
Had the products I was interested in
Cons:
Over one month to receive AND NOT COMPLETE

Business Info

Transaction type:
Online
Number of transactions:
1-2
Shipped to:
Virginia, USA
Shipping Speed:
11+ Days
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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
Was this review helpful to you? 
(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? 
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