Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I visited their online store and added an item to my cart, then filled out my personal information before deciding not to purchase. I specifically unchecked the box for email contact.
Overnight, they sent me three separate emails about items in my cart. I clicked the unsubscribe link from each of them in the morning. This afternoon, I received yet another email nagging me about my cart.
Business Response
Date: 04/03/2024
*** ******,
I apologize that you received extra emails from us. I will find your email and remove it from our database so you shouldn't be receiving any more emails from the abandoned cart.
Sincerely,
*** *******
Initial Complaint
Date:01/11/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mount for a telescope. The model is IExos 100. The advertising literature states that the mount may be controlled by an Ipad, a pc or an android device. In fact Explore Scientific told me that only an Ipad would work so I had to buy a 500 Ipad.
The mount is used to point at objects in the sky and move the telescope so that objects stay in the eyepiece.
The ipad worked briefly. When I called back I ended up talking to ******* who at first was helpful. After some discussions it appeared that the mount would not respond to the Ipad and ******* said she wanted to talk to Tj and would call back. That was yesterday. Today ******* will not answer my call, nor email me.
It is apparent also that the advertising concerning the android device or pc was erroneous or deceptive.
The mount was $600, a polar alignment scope for $100 and battery pack for $100.
I would be satisfied with a refund, repair or replacement.
******* ******, Victoria TexasBusiness Response
Date: 02/20/2024
Our customer service team has been in contact with ******* ******, leaving messages for him. Initially, we believed we had resolved his issue, which arose from his failure to close background apps on his iPad, the device he uses to control his Explore Scientific iEXOS-100 Mount. Today, we reached out to him again and guided him through the wireless connection process. Mr. ****** appears to still be adjusting to using haptics to close programs; however, he successfully managed to do so multiple times this morning. We confirmed that his system is now functioning normally. As a follow-up, we plan to call him tomorrow to ensure he remembers the process.Customer Answer
Date: 02/21/2024
Better Business Bureau:******, The matter has been resolved and I am completely satisfied.
Thank you for your help.
*******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.