Complaints

The 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:09/29/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Problem for refund I back-ordered Astrodon narrow band filters dated on January18, 2021.The order number is shown in the Uploaded files.I paid $3,479.98(USD) by Paypal for the order at the same time.The backorder usually filled within 6-8 weeks which are described in the advertisement on their online store FarpointAstro.com. Following is E mail reply on April 23, 2022, at 5:16 pm from to when Optical Structures, Inc. will be able to deliver my order. We're very sorry about the long delay. It has been difficult to acquire these high demand filters. We are hoping to have them by the summer.So I was waiting for my order until June 2023.But I gave up waiting due to long delay for delivery.In order to resolve the problem, I asked to refund my order by E mail and call.The reply is For an order of hat amount you need to speak to either A or B and gave me their call number respectively.When I called 7-8 times since end of Jun 2023 A and B were always absent, so I told staffs that I would like to cancel my order.Then they asked me for my E mail address and phone number in order to giving A or B my message.But I could not have any chance to speak with both A and B.I also sent E mail A and B several times regarding refund but I could not get any reply.Nature of dispute is a full refund my order fee due to long delay for delivery caused by online store FarpointAstro.com under Optical structures, Inc.The reason is I have been waiting for my order about 2 years and 8 months (136 weeks) since January,2021 at Sep.30, 2023.Comparing with a note on back-orders described in online shop FarpointAstro.com, already it is 128 weeks delay.

• Initial Complaint

  Date:03/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On Sept 30, 2022, through *********, I purchased a *** Telescope case that Optical Structures/Farpoint Astro (OSI) made. It turned out to be a defectively made case. I did not think that it was B&H's problem, so I contacted OSI directly. ***************************, OSI Product Questions and Customer Support, their customer support rep I was communicating with, even admitted that it was indeed made incorrectly. I even offered to fix it myself - all they had to do was send me all the edge foam inserts (top & bottom), the proper glue to adhere it to the case, as well as whatever solution was needed to remove the residual glue remaining on the case after I removed the incorrect foam. ****************** even told me how to remove the foam, so I could put the correct foam pieces in once I received them. Yet I have been waiting almost 6 months to get a resolution to correct this $740.81 defectively made case. B&H said they contacted *** on my behalf, but said they weren't able to get resolution either, and it's been longer than B&H's 30 day return policy, so they aren't able to assist any further. I have attached a photo of the case I received, ***'s stock image of what the case should look like, and all the email correspondence between myself and ***. I have an astrophotography trip scheduled and paid for, coming up April *****, and I fear I will not have a secure, correctly working case to protect my telescope, so at this point, I want either a replacement case, or a refund so I can get and modify another case, because sadly, OSI is the only company who made a dedicated case for this discontinued telescope.