Reviews

Review Details

• Review fromGeraldine D

  Date: 01/21/2025

  5 stars
  Rebecca is very knowledgeable, professional patient and patient I am very impressed with this service

• Review fromTimothy F

  Date: 01/14/2025

  5 stars
  Great experience, treated professionally. Very happy with the interaction and called back.

• Review fromPaul R

  Date: 12/23/2024

  1 star
  I bought a David Levy Comet Hunter about ten years ago and never used it, Due to health reasons I'm having to sell all my astro gear but this has a problem I never noticed before because I never used it, I have been trying to get in touch with ES since Nov 9 2024 this attempt has been a nightmare, after several unreturned phone calls and emails with no response I sat in my recliner and thought...I'll try calling one more time and...I did that was back on Nov 14 and a very kind and gracious lady by the name of Beth actually answered the phone this time. She told me there were only two in the office and she was swamped and apologized for the wait and said they would take care of it, it was under warranty and that she would prefer me to use their UPS account to ship to and from that it would be cheaper. She gave me her direct email address and I was to send my name and address for the freight quote and since it was going to her email instead of the customer service she would see it and I would get a faster response. I did and that was on November 14 2024 and again on November 25.. still no response. and as of today December 23 2024 still no response. I think Scott ******* needs to hire some more folks or get in there himself, get his hands dirty, and help take care of customer service and his company if he cares about it, because this is absolutely unacceptable. Paul

• Review fromFrancois T

  Date: 10/29/2024

  5 stars
  I had a problem with an Explore Scientific refractor. An ED80CF, which I purchased used. The problem was alignment and astigmatism. The techs at Explore Scientific were kind enough to do the alignment for free, even paying for the return shipping to me (in Canada). When it came to the astigmatism unfortunately, it was irreparable and the lens had to be replaced. Not only did they give me a great price for the replacement lens cell, but the repairs were done right away. I received it last week and put it to work right away doing astrophotography. It handles (and really is) a new telescope. I am very grateful for the service and the expertise I have experienced from Explore Scientific. I would not hesitate to do business with them again. Nowadays, it is extremely rare to find this level of service from any manufacturer. Top grades.

• Review fromemmett r

  Date: 09/11/2024

  5 stars
  ES customer service is great. Very few telescope dealers offer customers the ability to order replacement parts on line and by phone. It makes a big difference knowing that you can keep your telescope working even after the warranty has passed.

• Review fromTodd R

  Date: 09/11/2024

  5 stars
  Excellent service from Shannon. I could not be more pleased. She was exceptional to deal with.

• Review fromTedd P

  Date: 08/27/2024

  1 star

  Tedd P

  Date: 08/27/2024

  I bough a 10in truss dobsonian telescope a while ago but it’s was hard to put together and I had my uncle from Applegate California to come and help me with it’s over 2000 miles away so he doesn’t come much. And I had to wait to get together these take skill not to get do if not know. Well we put together with his help most the big reflector telescope is fine the main parts to see planets to see anything or pictures has been cobbled rigged! And I pad $499.99 fro this messed up whole eye piece focuser that’s not with the right screws missing screws seemed out can’t use won’t go together! And on top of that wrong bracket for finder scope way over $100 there and I coulda bough a new one fro $ 600.99 675.99 how they not know? Maybe look before shipping I assumed it would be ok but it’s not most of the scope it’s self but the eye piec finder scope whole focused is cobbled no good it’s trash! And the receptionist was no help and would not could not her help other than that! Need to fix new parts explained reason I don’t put together soon had to have help could not run to explore scientific do to there banker hours 5pm half and hour difference than a bank closes to early. I want those parts replaced a new scope refund. No need to replace scope but need parts these are trash as the main viewing parts don’t take this shops word fro good condition it’s cobbled by some one who fools around with things bad cobbles them up!
  

  Explore Scientific, LLC

  Date: 09/12/2024

  Tedd, our sincere apologies for any trouble or dissatisfaction you have with your product. We see you opened a support ticket with us but attempts to contact you have been unsuccessful and we will need more information about the purchase details of this telescope. With that information, we are more than happy to make this right and ensure you have a satisfactory product that meets both our standards. Please return to the customer support portal where you opened the original ticket and we can assist you there. The support portal can be found here: https://explorescientific.supportsync.com/ If you have any difficulties, you can also contact our customer service team at (866)252-3811.

• Review fromAllen G

  Date: 08/25/2024

  5 stars
  Shannon is a GEM! (not the mount). Communication was excellent as usual. I have returned my two Explore Scientific telescopes every few years for a good cleaning, and as usual, service has been timely and of high quality. I would always consider Explore Scientific products over other manufacturers equipment as most other brand scopes have to be shipped to China, if service is even available.

• Review fromDouglas G

  Date: 08/09/2024

  5 stars

  Douglas G

  Date: 08/09/2024

  I can't say enough good things about the customer service department at ES. My original order of a 127 Mak was a certified unit I got at a great price. After a few days I had a problem with the scope and they immediatley sent a replacement prepaid shipping label. I asked if I could do an ugrade trade for the mount...and received the same amazing service...exchanged processed immediately. Rebecca, Shannon and Kent all replied to my emails within an hour of being sent and my issues resolved immediately...AWESOME SERVICE. ES WILL BE MY GO TO FOR ALL MY ASTRONOMY NEEDS. Doug
  

  Explore Scientific, LLC

  Date: 08/12/2024

  Doug, thank you so much for the positive feedback and for your business. We are thrilled to hear our customer service team took great care of you and will pass this along to them to keep up the good work. Never hesitate to reach out if we can help again in the future. (866)252-3811.

• Review fromAndrei A

  Date: 08/06/2024

  1 star

  Andrei A

  Date: 08/06/2024

  I am extremely disappointed with Explore Scientific’s service and products. I have a 127mm telescope that, from the factory, had a poorly machined part making the rear focus tube worthless. They were made aware of the situation and offered a remedy to replace the part and clean the scope. They have had my telescope for over a month with no communication or any further update on the service. If I hadn’t intervened, who knows how long they would have taken? After finally getting in touch with them, I discovered that after five weeks, my telescope hadn’t even been looked at. This has been the worst experience with any company, especially considering the marked terrible craftsmanship from the factory and a complete lack of communication. I cannot recommend their products or service. It seems as though they have made choices to cut corners and increase profits at the expense of their customer service and quality, offering products they cannot deliver on and making promises on a warranty they cannot keep.
  

  Explore Scientific, LLC

  Date: 08/07/2024

  We sincerely apologize for the delay in services you experienced, especially during one of our busiest seasons following the solar eclipse. We understand how important your telescope is to you, and we deeply regret any inconvenience this may have caused. Your telescope was with us for approximately five weeks, which is in line with our current service timeframes, but we acknowledge that this may have felt like a long wait. For that, we truly apologize. Your telescope, a 102mm Carbon Fiber model purchased second-hand, was brought to us with a service request opened on June 18th for a focuser draw tube alignment issue. We immediately began researching and successfully transferred the warranty from the previous owner to you, Mr. Andrei *********. Upon its arrival at our facility on June 26th, our initial evaluation revealed that the telescope required more extensive repairs than originally anticipated. These included addressing damaged felt linings, dirty and scratched lenses, a dusty optical tube assembly (both internally and externally), potential fungal growth or internal scratching, and loose lens retaining rings. Our quality control technicians and engineers worked diligently on your telescope, performing the following repairs: • The telescope was fully dismantled, with the lens cell cleaned on both sides. • A thorough cleaning of the entire telescope, including the dew shield, back cell, and cradles, was completed, both internally and externally. • Our engineering department confirmed that the machining of the focuser was misaligned, which caused the issue you reported. To address this, we replaced the entire focuser under your transferred warranty. • The telescope was then re-assembled, aligned, collimated, and prepared for shipping after a mandatory drying and curing period. Finally, to ensure safe transit, our technicians created a customized box to securely house your telescope. It was shipped back to you on August 7th. We truly appreciate your patience and understanding throughout this process. Please don’t hesitate to reach out if you have any further questions or concerns. We are here to support you and ensure your satisfaction with our services. Thank you for choosing Explore Scientific. Best regards, Explore Scientific Customer Service Team