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Business Profile

Telescopes

Orion Telescopes & Binoculars

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/04/2022

    Type:Product Issues
    Status:
    Answered
    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 ordered an Orion Observer 134mm Reflector Telescope from this company and they sent it to me (order# *******). Upon assembling the telescope, I discovered that a small rubber piece that sits between the finder scope mount and the optical tube was missing (see attached letter with photos). I called the company and they said the would send me the missing part. I received an email with order# *******. A few weeks went by and I never received an email shipping notice or the part. I called them again and they said the order had been canceled. They said they would find the issue and let me know. After a few days, I got another order number, order#********. This was followed shortly by a voicemail left that the part in question is no longer deemed necessary. However, the instruction manual and the online product page both still show the part included. Additionally, after examining the product myself, I can see that the part is clearly still necessary in order to use the product. Finally, I called them back and let them know that I was not happy with the decision. The support person spoke to the lead team member who apparently had a hand in designing the telescope and reported that that person had deemed the part no longer necessary. They then decided to send me a replacement finder scope. I allowed for the fact that they could be right so I waited. As I suspected, once I received the replacement finder scope, I verified that it did nothing to solve the problem. So here is what I think is going on. I think this company built a working prototype of this model of telescope, tested and made sure it works, took pictures of the said telescope, and put it up for sale. Afterward, they decided to cut some corners by not including a small piece and hoped no one would notice. Well, I did notice, and I want all the pieces included as advertised. I should not have to improvise on a brand new telescope in order to get it to work. I want them to send me the correct missing piece.

    Business Response

    Date: 08/30/2022

    Business Response /* (1000, 5, 2022/08/18) */ Hello, The spacers that are referenced in the customer's correspondence was a prototype that was experimented with and the concept abandoned as it proved to be problematic. A spacer is not available, the tooling is not even available any longer to create one. It was unfortunately used in the image that taken for the website. That has been referred to the appropriate department to be corrected. We apologize that we are not able to provide the item requested. Our technical support team has been working directly with the customer. If the customer remains dissatisfied with the product we will of course accept a return for a full refund. Our Customer Service Department will provide a return label so that there is no shipping expense to return the product. regards, Orion Customer Service

Orion Telescopes & Binoculars is NOT a BBB Accredited Business.

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