Aquamarina Reviews 12

Bunch of Scammers said will send me link for download for the lid replacement, never respond back,

We bought 2 x KP-2 kayak paddles in July 2023. We have used them about 4 times and in June the paddle just broke in my hand on a return journey so I had to use it as a single paddle on the way back which was not easy. I emailed Aqua Marina with details and photos. They have replied to say, "The break doesn't appear to be a manufacturing defect and unfortunately, your paddle is now outside of your warranty period which expired in January 2024. I'm sorry that we cannot help more."

I reviced no explanation as to what might have caused the breakage. I have asked them how they can tell it's not a manufacturing defect from the photos and to explain what they feel has caused the damage. I've also asked if they feel it is acceptable that a paddle which has only been used 4 times has broken. I will update if they reply. I guess the fact they only give a 6 month warranty suggests they don't have confidence in their own products.

So below is the email I received in response to my query asking what they feel caused the break. This is one of the worst customer service experiences I've ever had. I'm still none the wiser what they believe the problem is nor have I been given any advice on how to avoid it on our other paddle. They don't seem concerned about helping us at all. They're just annoyed that I left a 1 star review.

"Hello,

In your last email, you threatened to leave a review as you weren't happy with the outcome.
You've left the review, we've given you our assessment already so I don't see what more there is to respond to.

Regards
Penny"

I have an Aqua Marina Memba 390 kayak. I was originally given it as a gift. It was a really good piece of kit, good materials and all worked well. We had two adults in it (I'm 110kg) and it worked well. We also used it with one adult and two kids (7&9).

Unfortunately I popped the kayak by overinflating it (by a lot, this was complete user error, not a problem with the kayak). I think I actually inflated it to 5-6 times the recommended pressure before it popped. I contacted customer service who talked me through my options and possible replacement parts. Ultimately I purchased a new cover and Aqua Marina included the inflatable chambers for it free of charge. We transferred all our seats and paddles from the damaged kayak and used them with the new one.

We live in the north of Scotland and postage was difficult, again customer service talked me through some options and arranged additional postage for the item all the way to us.

It looks like all the negative reviews on here are related to third-party suppliers. I think Aqua Marina have been an incredibly helpful company and their products are high quality. We will likely use them again when our two boys need their own kit.

I made the mistake of purchasing an Aqua Marina UK kayak online (Laxo 380) from Decathlon in April. On first use it deflated on the water as there is an issue with the valve leaking. I contacted Aqua Marina UK for product support who promptly told me they do not have access to Decathlons orders and I needed to follow up with Decathlon. What followed is the most frustrating customer service experience I have every encountered. I can only speak to Decathlon via Facebook messenger, and they take days or weeks at a time to reply. I have gone backward and forwards with (allegedly) technical support from Aqua Marina and none of the actions I have been told to do have resolved the issues. Decathlon agreed to collect the kayak on a day this week (July) then messaged late afternoon to say they had cancelled the return as there is nothing wrong with the kayak. I have repeatedly asked to speak to a manager and I just get told there is no manager available. I am now in a position where they are refusing to do anything. I contacted Aqua Marina again to try again to get some product support who again told me to do one and it was nothing to do with them. The individual I communicated with at Aqua Marina UK behaved like a child, I have never experienced customer service like it. The upshot is I ordered a product in April that I have not been able to use and 2 months later I still have no kayak. It was ordered for specific kayak holidays that I couldn't participate in.

This is very disappointing as I had an Aqua Marina kayak previously that I was very happy with and was very excited to use my upgrade.

Disappointing behavior from a large established brand.

Absolutely SHOCKING customer service! Bought a SUP through Decathalon from Aqua Marine which did not arrive. No help from either party to resolve this matter and have simply been left to pay for a £300 product I have not received!
Stay clear of both companies!

Made an order weeks ago and still havn’t received it. Have had my money taken and not had any contact about my order being dispatched or delivered. Have tried contacting aqua marina multiple times and got nothing helpful back. All I want is my refund now so I can buy elsewhere. DREADFUL SERVICE WOULD NOT USE AGAIN

I own an Aqua Marina Fusion which is one of their more basic paddleboards, it has been great fun using it and has dealt well with everything from glassy smooth waters to coastal downwinders with relative ease.

This is a great board to get you started and out on the water. It has a 130kg weight limit and comes with a decent 2 way pump, a 3-piece paddle, leash, repair kit, and a backpack style case.

The Fusion is great value for money as one of the cheapest boards out there (+/- £300) and their customer service has been great.

Thank you Aqua Marina