Gosh, I love Ack! I ordered a C-Tug that was on sale just the other day, late in the afternoon, and I got it early two days later. I still haven't figured out how Ack gets orders out so fast. I have had some make it in a single day. I have only been in one of their stores, one on the west side of Houston and they were very good. The little building they were located in looked like an old auto garage or something, not fancy.
Yes, though, I have had an issue or two. I sent back a cart years ago when I found out that scupper carts would void my kayak's hull warranty. Ack should have known that and related it to me since I had called them about recommendations and they knew what I had.
Anyway, Ack's order fulfillment process is really, really good.
I do believe it when I hear those with bad experiences. It happens, for sure.