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| - I am new to kayaking and had been researching and looking to buy my first one. Being a big tall guy, with long legs, I knew this would be a challenge. The first person I spoke didn't totally impress me, but I found another that was willing to help and answer my questions. I left to process what I learned, do some more research online, and check out reviews.
The next day I returned again and spoke with another gal who was SUPER knowledgeable. She shared a lot but didn't seemed to understand the type of kayak I wanted (recreational/not an angler). However I trusted her expertise and guidance and agreed to keep an open mind and return the next day to take a test paddle of fishing style kayak.
The third day I called around 12:30 to arrange a test paddle time, the kayak was at the warehouse and needed to be brought over. I was total to come at 4pm. The gal was busy with another customer and I didn't interrupt her. I just waited and waited. The kayak arrived about an hour late and I ended up working with another employee because she was still busy. After the test paddle I knew the direction she wanted me to go, was not the direction I thought was going to work for me. The new employee started listening and was directing me back in the direction I originally was going towards a recreational kayak. When she found out I didn't like what she had recommended and was looking at something she hadn't recommended she made an off handed rude comment (my interpretation) in front of another customer. I was totally caught off guard but maintained a calm head even when the customer joined in and added his own negative comment. At that point I quickly wrapped up my dealings with the guy I was working with and left the store. I had NO intention of returning!
I began looking around again at other retailers and was willing to drive wherever, just so I didn't have to return to Rutabaga's. However I couldn't let what the employee had done and said go, so the next day I called and talked to the manager. From that point I received the most amazing customer service ever. I gave them another chance and went in and spend a few hours working with the manager, owner, and an instructor. I ended up not only buying my kayak, but all the other gear I needed too.
I love my new kayak and have been using it almost daily since I brought it home. It is the perfect recreational kayak for me. It handles amazingly. It is fast on calm days out on the lake and it also handles all the waves on the windy days.
I know you're probably wondering after all the problems, why I gave them the score I did. The reason is because while yes they messed up and dropped the ball initially in regards to customer service THEY OWNED IT! (Very few companies understand what "good" customer service is and RARELY ever attempt to earn your business after they've messed up.) That is NOT the case here! They went over and above to make sure I ended up in the right kayak and with the right gear. I was very impressed by their efforts to correct the problem and then go over and above to earn my business. Thank you for all the time, knowledge, tips, and information you shared with to help me purchase the perfect kayak for me!
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