Oru Kayak Anmeldelser 106

Like many others, I have had appauling customer service. I first made my complaint in December after receiving a faulty Kayak. I contacted them directly and got a replacement sent several months later. My customer support rep. Confirmed that they would cover the cost of import taxes. It has now been more than 6 months, perhaps 20 emails and nothing. Oru kayak, the system you are using for customer service is severely damaging your brand identity. No amount of design innovation can replace solid customer service.
Until this issue is rectified, I will not and can not recommend this company or its products.

The kayaks themselves work well, but customer service has been awful. I bought 2 Beach LTs and had parts fail on each kayak in the first couple of usages. One part got replaced quickly, but I’ve been waiting over 2 months for the other and have gotten nothing from customer service other than claims that they will “expedite” the part order (which means nothing). It’s pretty unbelievable how bad the service is for such and expensive product.

One other thing to note - the reviews on their site are definitely fake. The Beach LT had about a three star average in May 2021 with a handful of reviews, and now they are somehow are 5 stars and 48 reviews. And the negative review I posted never showed up.

Can’t get a response from customer service.
This is my third experience with Oru, the previous 2 we’re pulling teeth. Tried email 3 attempts no response.

This company is a con, stay away. Three months still no kayak. Customer service refuse to reply or get back

I first ordered my inlet kayak on April 25 and received it early May, and I was extremely pleased with it. Easy to use, very transportable, 10/10 product honestly. However, the boat I received had a manufacturing defect, and when I contacted the company about this they responded quickly and were very helpful in getting me to send it back. I returned the boat on May 28th, fast forward a month later and I still had no news or updates from Oru, other than a tracking number that according to UPS didn't have a package attached to it. I am moving abroad July 12th, and expressed the concern that the kayak wouldn't reach me in time before my move from the beginning of this kayak replacement process, and with the first support agent I was told my order would be expedited to make sure that wouldn't be an issue. Trying to get this resolved now, it takes days/over a week to get an email response, and unless they're the ones that decide to call you, don't expect to reach anyone on their help line (I don't really believe they have any live support agents to talk to. Why lie about it?). Today I was told they would be shipping a kayak to me by the 9th.... that wouldn't reach me until the 13th, when I will already be moved overseas. Worst customer service experience of my life, I consider myself a lax and easy-going type of person, but dealing with this has been enraging. If you get a boat, pray it works from the get go or you are screwed.

Very very frustrating. We waited months for our 2 kayaks to arrive. With one, we've had no issues. The other one seems to be cursed - from the first time out, we've had mechanicals. The company keeps telling us they will send parts - which I think is ridiculous as the kayak is basically brand new - they should just replace the whole thing - but regardless, it's the middle of summer and parts have not arrived yet. I'm not at all convinced the parts will solve the issues - which means even longer without use. They look cool but this company does not have it's service act together.

Ordered but can’t get confirmation on shipment and can’t reach anyone in customer service. Have tried email several times and phone as well. A little worried about how customer service will be once we receive the kayak.

I purchased a Beach LT and I was surprised I received a shipping notification within a week, however nothing was happening with the UPS tracking so I contacted customer service and then I received the kayak in a few days. Unfortunately, it had scratches and scuffs on it and a tear in the seam. When I sent them pictures their response was “it’s just aesthetic and won’t affect the performance of the kayak”. I think they sent me a used kayak that was returned and charged me full price for it. They offered me no compensation and stopped responding to my emails. Shady. For over $1,000 I’m worried about the durability of it. It’s a very convenient concept but on the water it’s pretty slow.

The plastic pieces holding the bulkheads in on my model are weak - a known issue. They've since strengthened it. When mine broke, I wore to the company who were quick to reply that they would be happy to replace the part. After waiting a month-ish, I finally received word that they were waiting on a shipment of parts, which was why it was taking so long. Another month-no word. I emailed them but no response. Another month after that and I've given up on them. Empty promises. The company used to be pretty good but now I wouldn't recommend them to anybody

I have the beach kayak. You definitely can only take it on calmer waters unless you are a little more corageous/experienced then myself.

It goes together very easily. By the second time it only took me 14 min. to assemble. Packs away nicely. Rinses down with a hose very nicely. Stows nicely in the trunk.

I don't like the openess of the cockpit as more water seems to drip in. I bought a longer paddle and see how it that works out.

I am a senior, I love being able to manage my new boat by myself. No roof rack to deal with! It tracks really well too.

I was leaving for a trip in British Columbia and Oru was able to send me a replacement seat so that it arrived the day before I left - I appreciate the response to my request.

Shipping was prompt. I had a little problem with one of the parts on assembly, shot them an email and had a good response in 15 minutes.

Actually you all shipped me a duplicate order by mistake which I have sent back. I received the original order earlier in August. I do want say how awesome your customer service is. I have the 2015 Bay and really in need of nuts and screws no longer sold. Your customer service team, Sammy, being one of a few, took the time to locate replacements and sent me what they could find with my order. Did not even charge me. I would have happily payed for the replacements. That is customer service. Keep up the good work. I get allot of attention when kayaking in my ORU and always recommend your web site and let them know about the great customer service.

Good add-on. Need kayak-type specific mounting instructions (e.g. Coast XT) so that mounting location does not interfere with folding the kayak back to original box shape...

I was very unhappy with my recent experience ordering replacement parts. I placed multiple emails to customer support with no response received. The parts took too long to arrive and I missed my kayak trip.

The service offered by the delivery carrier chosen by Oru was less than satisfactory (UPS). The Oru website indicates that a signature is required when the kayak is delivered. UPS left the kayak on my porch without ringing my doorbell, notifying me of their arrival, and did not obtain the required signature. Luckily, a family member returned home shortly after the delivery and brought the kayak inside. Oru should require proof that the required signature has been obtained from their customers.

Quick and accurate response to questions; had an issue where the retailer that had a vessel to "hand on" assemble had float bags packaged with the boat and informed us that they came packaged with purchase; only to find out that was evidently true with "2017" boats; and when ours were received we discovered that was no longer the case with our "2018" boats.
Retailer did not offer any recourse; Oru offered a discount.

The first time my ORU Kayak was put together, one of the 32" connectors broke. A new one was ordered under warranty , but never arrived. A follow-up call was made, but again, part never arrived. This summer, I reordered the (pair) of 32" pieces, but this time I paid for the pieces ( no longer under warranty) and surprise, I received the parts in approximately 2 weeks. While I am pleased to have the replacement, it would have been nice to have the warranty honored.

I have yet to get my order and have no idea when it is due to arrive.