Reviews
Customer Review Ratings
Average of 34 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromSteven R
Date: 09/08/2023
5 starsSteven R
Date: 09/08/2023
Great customer service, which is unusual these days. My telescope came with an over torqued and broken screw in the dovetail, I contacted the company through their website and Shannon got back to me right away. She guided me through the process, sent out a new piece and now I am all set. Thank you Explore Scientific and thank you Shannon!!
Explore Scientific, LLC
Date: 05/22/2024
Mr. Reynolds,
So glad that Shannon was able to help you with your telescope.
If you need any more assistance, please do not hesitate to reach out to us!
866-252-3811Review fromGavin M
Date: 08/09/2023
5 starsExcellent Customer Service from Wade. I had an issue with adhesive on a solar filter. He went above-and-beyond and took care of the problem.Review fromJim W
Date: 07/07/2023
5 starsCompany's CS dept, specifically Wade, addressed my concerns, coordinated shipping camera to him and his people corrected a minor issue.
Back to looking at last night's deer pics and drinking morning coffee.
Thanks Explorer Scientific!Review fromkevin C
Date: 06/22/2023
5 starsGreat service, great products. but let me tell you about Wade at ES! I ordered from one of their vendors a nice add-on to my scope but being a ******* ordered one with a wrong component. Called ES, connected to Wade and he worked with me to exchange the wrong part with the correct one... Not only did ES take care of a customer of one of their vendors and support their products, they made sure I was going to be able to attached the part properly.
Wade, Tyler and rest of team at ES are great group to work with..Review fromPaul T
Date: 06/16/2023
1 starPaul T
Date: 06/16/2023
I purchased two telescopes from Explore Scientific, Springdale, AR, through a dealer in California. Recently, my 127mm refractor has experienced slippage in the focuser due to wear from usage. The refractor that I purchased in 2011 employed a compression ring design focuser, which is prone to lose its resistance in adjustment over time. Explore sells the telescope with a lifetime warranty. However, when I contacted the company for a repair, I was told that I would only get a repair if I paid a $34.95 shipping fee both ways! If do not pay the ransom fee, the warranty is null and void!
As it currently stands, I have not paid the ransom fee and the telescope lays unrepaired. I now regret spending $8,000 on their products.
Paul TExplore Scientific, LLC
Date: 05/31/2024
Our warranty does indeed cover any needed adjustments, cleaning, or collimation. As stated on our Warranty page, you can drop your telescope off or provide round-trip shipping and the service is free.
From our Website:
Anytime Free Service
Anytime an EXPLORE SCIENTIFIC branded product needs adjustments, cleaning, or collimation, we will do this service for free, even beyond the warranty period. An RMA is required for this service as well. Simply drop it off and pick it up or provide round-trip shipping, and we will provide our professional service at no charge!
Please call us if you have a question: 866-252-3811Review fromCharles D
Date: 02/06/2023
5 starsI needed some parts for my tripod, and Wade took very good care of me. I am extremely satisfied with Explore Scientific and its customer service.Review fromJoseph F
Date: 01/01/2023
5 starsCORRECTION OF REVIEW LEFT ON 2/16/22 - the one star was given as a mistake. Wade deserves five stars. The original review has been reposted below:
We can't say enough good things about Wade who answered our many questions regarding a telescope received as a gift. He went above and beyond the call of duty advising us and emailing us a darker, more legible diagram of its components. It is rare these days for two elderly people to receive such attention and kind, patient assistance. Thank you Wade from Rosa & JoeReview fromDelos J
Date: 11/29/2022
5 starsOutstanding customer service, very good products. I purchased one of thier dobs and have found them very helpful. They graciously replaced parts that I lost, and seemed to be sincerely interested in making my experience a good one. I also have their 32mm 62 degree eyepiece for use with a couple of f8 refractors, and it provides very good views.Review fromNarek D
Date: 11/22/2022
5 starsI had an issue with my mount that had me stumped for over a week. I tried seemingly everything and couldn't figure out what the cause was. I contacted ES and had the pleasure of getting in touch with Misty, who asked for a detailed description of my situation and made the entire process smoother than I could ever imagine. Instead of having me send the unit in for repair, her and her team prepared a document with very specific instructions on how to potentially fix the mount. After following the guide, my issue was fixed and the mount performs flawlessly again. I did not have warranty at this point, so not only did Misty save me money on not having to RMA it, she also insisted on not charging me for the hours her and her team spent on working on my case. Their customer service is just on another level. Thank you again!!!Review fromJames A
Date: 11/01/2022
5 starsWas having technical issues with my Exos2, Tyler from Explore Scientific walked me through everything that needed to be done, until we got things working.
They pulled through, like they always do, and will have me as a loyal customer for many years to come.
Thanks guys!
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.