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Business Profile

Binoculars

Vortex Optics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Binoculars.

Complaints

This profile includes complaints for Vortex Optics's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vortex Optics has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/01/2025

      Type:Service or Repair 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 purchased a pair of vortex diamondback 10x52 and I had the not best happen with theft and my vortex were stolen. I went to buy more and was told to contact them vortex to see what they could do I did and had to give proof a police report and the *** **** would give me 50% off to help a situation and when I asked and tried to buy some I found a few different options to find out he wasnt helping me by saving money and I was going to be charged more than what they sell for at stores. Im upset that I was lied to and was note than willing to pay the ***** dollars it would have costed with the 50% Off but not now. I want it to be honored or please replace them like I was also informed would happen. Thank you sincerely ***** *********. I have saved conversations with a worker named ****.

      Business Response

      Date: 01/06/2025

      Our Vortex Optics VIP Warranty does not include loss. So unfortunately, we are not able to replace *** *********** optic as we need to receive a product under our VIP Warranty to either repair or replace.  We did offer a one time 50% off MSRP order as an option for him to purchase the item. The 50% off MSRP order is the option available to *** *********.

       

       

      Customer Answer

      Date: 01/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      [Please type your response here.]
      Like I said I am aware of the offer my complaint on this matter is I was offered the 50% off just to find out its not valid anywhere Or the company does not want to match the price of the item in the store which is unfair. Im a vortex customer for years and have been and at this point there customer service end of this is changing my mind and my outfitter company. I want a 50% off to but then where ever like I was told not limited to one place. Please be fair and keep many customers as in me and my clients. Sincerely ***** Blackburn 
      Regards,

      ***** *********

      Business Response

      Date: 01/07/2025

      To clarify, our VIP Warranty doesn't cover loss. We extended the 50% off MSRP order as a courtesy. We are happy to place this order for Mr. ********** He can reach out to me at ************, or the *** he interacted with. 

      We don't sell direct to the general public, our Dealers sell our products. That is why the 50% off is at MSRP, so we don't compete with our Dealers or undercut their pricing.

       

    • Initial Complaint

      Date:09/07/2023

      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.
      On August 22nd 2023, I sent in a request for repair on 3 of my Vortex Razor scopes. The zoom in dial on on the scope wasn't working. I then dropped this package off with *** for delivery...the tracking did not update for ************************************************************* an employee stole it. The tracking number is 1Z52X5428709016279. I contacted Vortex afterwards to get a *** claim started. The claim started, then 2 days later, *** paid out Vortex for the lost package. **************** then reached out to me and said "Sorry, there is nothing we can do" after *** lost my 3 scopes, and Vortex was REIMBURSED the money for the 3 scopes. So, I send Vortex my optics, the mail carrier loses my packages, the mail carrier reimburses Vortex, and then does nothing for me after? So, Vortex made about $4k off of me, while I sit here with nothing. That is absolutely insane. NEVER EVER will I be buying a Vortex optic, and these reviews will go on every single gun website out there - and I will most likely be contacting a lawyer for small claims court after this. Unbelievable that they get a payout from ***, and they don't even replace my scopes.

      Business Response

      Date: 09/14/2023

      Vortex Optics was contacted by ********************* on 8/22/2023 concerning an optic that needed service.  We provided a completed service request form (attached) and a prepaid *** shipping label for his convenience to send in his optic.

      We were then contacted by ********************** on 9/2/2023 that his *** shipment had not moved in 10 days and requested that we submit a Claim.  We did as he requested, and the claim is currently in progress (attached).

      I shared with ********************** that *** is investigating and we, Vortex Optics, have not received any payment from ***.  We have provided *** documentation (attached), that any payment on this claim should be made to the sender of the shipment, which is ***********************  

      As I explained to **********************, his shipment was not delivered to the Vortex Optics headquarters, we have not received his product.  Therefore, this is in the hands of the *** claim service process.  And, I again want to reiterate, that Vortex Optics has not received any payment from *** on this claim.

      Customer Answer

      Date: 09/15/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      The answer is quite simple - you say you did not receive anything from *** claims department - yet you post a picture of it literally saying Claim sent and **** on there. 

      I genuinely dont think you understand *** claims and insurance. How you are put in charge of customer service is seriously beyond me - and a disgrace. Such a stingy company. *** loses my package - okay, SO HELP THE CUSTOMER!?!? 

      But no thats ok. Vortex will receive insurance claims from *** and not help their customers out. Kinda sounds like mail fraud to me, and now Vortex has to cover themselves up! 


      Regards,

      *****************************

      Business Response

      Date: 09/21/2023

      Vortex Optics has not received any payment on this claim.  I have spoken with the ***************** at *** and confirmed, that if a payment is made on this claim it should be sent to ********************** at the below name and address.  I also sent *** a "Claim Release" letter, which has been previously submitted on this claim, instructing them to do this. 

      *****************************
      *************, Apt 2
      ********, **  40475

      I shared with **********************, we are sorry, but unfortunately, there isn't more that anyone at Vortex Optics can do in this matter.  He should reach out to the *** ***************** at ************ for further assistance. 

       Tracking #: 1Z52X5428709016279
          Claim #:  5026548701A

      Sincerely,

      ***************************

    Vortex Optics is NOT a BBB Accredited Business.

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