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Average of 34 Customer Reviews
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Review fromAndrei A
Date: 08/06/2024
1 starAndrei 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 TeamReview fromBrian R
Date: 07/15/2024
5 starsBrian R
Date: 07/15/2024
I purchased an Explore Scientific ED80 second hand. The original owner had lost the 2nd extension tube needed to pull focus with a camera. I contacted Explore Scientific and sent them a couple photos of what I had so they could verify the item I needed. Placed order. Item shipped in a timely manner and it was the correct part. The only hiccup was UPS misrouted package and instead of getting it Friday 7-12-24 I got it Monday 7-15-24.Explore Scientific, LLC
Date: 08/12/2024
Thank you, Brian, for your kind words. We are glad our team was able to help you get the necessary parts in-hand to meet your astrophotography needs. We'd love to any *stellar* photos you create. You can email them to us at [email protected].
Thank you again!Review fromBobMac M
Date: 07/10/2024
5 starsFast and accurate. We got everything to work. Tyler was great help.Review fromNoah G
Date: 07/01/2024
5 starsShannon.... was a tremendous help and answered all my questions (twice). Even sending me videos of the correct lens configuration in my ES focal reducer/flattener
.I own an ES 127mm CF scope and mostly ES hardware and I'm very happy with everything Explore Scientific
Shannon should get a huge raise or bonus (or both) !!!Review fromDave L
Date: 06/26/2024
5 starsShannon went way above and beyond to help me cancel a recent order before it shipped. Her understanding of my situation and concern for making sure everything was right makes me happy to have chosen Explore Scientific for my Astrophotography vendor. I look forward to making more orders soon.
Thank you ES Team and Shannon!
DaveReview fromEdwin B
Date: 06/21/2024
5 starsDoc was awesome. Really helped a board line newbie out. Can thank him enough!
v/r
Ed B.Review fromNicole F
Date: 06/04/2024
5 starsDoc was friendly, efficient, and very helpful! He quickly helped to rectify my issue, and he was very pleasant to speak to. Moreover, he provided me with some great book titles to consider when he sent my confirmation email!Review fromJackie M
Date: 05/17/2024
5 starsJackie M
Date: 05/17/2024
I had questions about eyepieces and Dr Daniel ***** with Explore Scientific took the time to explain to me the differences and options and they have high power eyepieces with LER. He was Very friendly and knowledgeable. I love the idea of being Argon purged since I live in north Mississippi with high humidity. Looking forward to getting my new explore scientific eyepieces. Jackie *****Explore Scientific, LLC
Date: 05/22/2024
Thanks for your kind words, Mr. Murry! Please don't hesitate to contact us any time you need assistance!
866-252-3811Review fromKevin O
Date: 04/04/2024
5 starsKevin O
Date: 04/04/2024
I had an issue with my Exos2 mount not connecting properly with my Windows 11 tablet. I can't say enough about the service I received from Explore Scientific staff. I initially spoke with Doc and Tyler, both of whom were knowledgeable and resourceful. I was connected with Wes, who helped me resolve this very quickly. These are amazing people who know the meaning of patience and understanding. And I greatly appreciate that. The products are fantastic, and the service is stellar. Thank you for that.Explore Scientific, LLC
Date: 05/22/2024
Mr. Ouellette,
Thanks so much for your kind words! Very glad that Doc and Tyler were able to assist you so you can enjoy your iExos telescope mount. Do not hesitate to call us if we can be of further assistance.
866-252-3811Review fromDavid G
Date: 01/09/2024
1 starDavid G
Date: 01/09/2024
I bought a ed 152 telescope off Amazon. Amazon showed it with a hard case and viewfinder. Neither showed and only the ed 152 showed up. Contacted them thinking it was a mistake or a box didn't ship. They said they would send a new one then changed their mind a day later after what they said was upper management involvement. They scrambled to change their Amazon listing same day. I got shorted about $430 in gear.Explore Scientific, LLC
Date: 05/31/2024
Hello Mr. Gardipee,
As the photo on our Amazon page showed that telescope with a hard case and finder, we will honor that.
Customer service will be contacting you to get the missing items delivered to you.
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