Explore Scientific
reviews and complaints

I ordered two of Explore Scientific's products from a third party (Discovery Store) and only received one of the items when my order was delivered. When I was unable to reach anyone from Discovery Store, as a last resort I contacted Explore Scientific because their company name was on the Packing Slip. Wade went out of his way to trace the order, stay in touch and resolve the issue very quickly. He says the second item is on its way and I have no doubt it will arrive in a timely fashion. That kind of customer service deserves 5 stars! Thank you, Wade!

I own the EXOS2 PMC-Eight mount and I love it. The mount tracking is spot on after a quality polar alignment and balancing. I have used both two-star alignment and plate solve to align to objects and both work great. I have used both Wi-Fi and serial connectivity as well, both work well. The customer service is fantastic. I had an issue with the PMC-8 unit and Explore Scientific backup their product very professionally. They worked with me until it was fully resolved, treated me with respected, and listened to me the entire time taking into consideration my situation.

I was having problems connecting my EXOS2 PMC8 mount to NINA and reached out to Tyler Bowman at Explore Scientific. Between chatting and a post on the ES group io site we couldn't resolve the problem. Tyler suggested a zoom meeting to see if we could fix things. As a result of the meeting and Tyler reaching out to Jerry, we had the problem resolved in not time. So...again thank you Tyler, Jerry and Wes for resolving the problem. Again, I am extremely happy with the customer support from Explore Scientific. Just wish more companies would do the same.
Cheers!
Terry Smith

I am fairly new to astrophotography so when I had questions regarding my Explore Scientific ED80 telescope, I was directed to Tyler Bowman. I must say that Tyler has been a great help in both helping to better understand my scope as well as providing advice for astrophotography. Tyler is extremely responsive to my questions and has helped me troubleshoot any issues I have had. He responds within an hour and my problem is usually rectified shortly thereafter. Tyler is a fantastic customer service representative and I would always recommend him as the "go to guy" for quick and responsive service. Thanks Tyler!

I had an issue with adapters that came with my Explore Scientific coma corrector. The corrector was purchased about 5 years ago and I could not get my new ZWO camera to attach to the coma corrector. Tyler Bowman learned of my troubles and immediately took charge to help me out. We exchanged some photos and some emails about the issue that I was having with the adapters. He was able to identify my problem and he sent me a set of new adapters. This was exactly what I needed. I think Tyler went above and beyond with his customer service. I am looking forward to coming back to Explore Scientific again for my next astronomy purchase.

Mike Smith
Humboldt, Ks

I purchased a used AR 152 and when I got it the focuser was slipping and felt like it had a missing tooth as it would jump/stick. I got an RMA from Explore Scientific for repair and sent the focuser back. I explained that I had bought it used and just wanted it repaired. they received the focuser just prior to Christmas 2021 and I received it back repaired at no cost to me. I the company to insure I didn't owe them anything for repair and was told it had been taken care of. Great Customer service as I never expected to get the repair for free. I highly suggest a closer look at this company if you are in buying mood. no questions asked and a Happy customer. I'll buy from them again.

This review is specifically for customer service provided by Tyler Bowman and his team. I sent back my ED127 FCD100 scope for repairs, but it was callously destroyed by UPS in transit and my claim was denied. On receipt of the broken scope, Tyler was always responsive. He provided dozens of photos needed for my claim, followed up regularly while the claim was pending, and when it was denied, helped get a claim pushed through from Explore Scientific's own insurance to get my scope rebuilt. Before this, he also waived my repair fees (this was even before I shipped the scope since I'd argued that the scope had needed a fix within its first year). Absolutely stellar customer service. I can't praise it enough.

Guess I must be the lucky guy. So after some waiting and promises by a certain Ross guy there. I received my telescope. After noticing some odd things I asked some questions and sent photos., So the Explore Scientific guy calls me at 7:15am and tells me that they had sent me a "pre-owned" telescope. And so they issued me an RMA. The Explore Scientific representative tells me that a replacement will be air shipped to me as soon as he can "check it out to make sure that I got a good scope". That's something similar I was told by him before the shipped in the first place. So yesterday I called Explore Scientific up and gave him the tracking number of the telescope I have sent back to them. The matter is still open. And I am so not impressed. I should have bought it from Costco directly lol!

I've had my ES127ED APO scope back from you for about 9 months and have seen a visible improvement in the optics: significantly less diffraction, cleaner, sharper star shapes with less field curvature. Even without the ES 3" field flattener, I can fill an APS-C sized field with acceptable stars, something I could not do prior to having the scope serviced. The only thing that could explain this is the collimation process you would have done after replacing the errant spacer. The images I've been getting demonstrate this unequivocally. So you have delivered above and beyond expectations, and I couldn't be happier. I was thinking of selling this scope, but not any more: You'll have to pry it out of my cold dead fingers! Thank you!

I have worked with the good folks at Explore Scientific for several years now and can honestly say that they have been nothing short of a pleasure to work with. Very professional and willing to bend over backwards if the need arises. I am an amateur astrophotographer and have been for many years and I have used many products from many manufacturers. The products I get from Explore Scientific are some of the best I have used and because of this I am able to just set up and image without the drama. I would and do recommend their products to anyone that asks me for advise or an opinion. Scott, Tyler and Kent are not only employees for Explore Scientific, They are also good people which in the end is what you want when dealing with a company.

Wade Callender and Explore Scientific went above and beyond to help me complete an order. I knew very little about telescopes and Wade took the time to answer ALL of my questions. If he didn't know, he went and found out and got back to me quickly. And, before I submitted my order, he confirmed he had the inventory by personally running to the warehouse. Now, that's service! Another great factor is that my shipment is coming from within the continental U.S. So, no worries about it getting stuck offshore at the ports! It's going to be a great Christmas morning opening a cool telescope and a stellar Christmas evening checking out the night sky with the kiddos. Thank you, Wade and Explore Scientific! V/r. Adam A P.S. Explore Scientific should give Wade a nice end-of-year bonus!

Stellar Customer Service. I own Alpen Bino's of which a small knob broke off and needed replacement. Upon researching on the web and finding out Alpen had gone out of business, Explore Scientific came up as the support Co. So I went ahead and contacted them. Jessica Hill was the Cust Serv Rep who patiently and meticulously researched finding the best possible match. After numerous emails and pictures I sent her, She delivered! IMPRESSIVE! Especially when this item has little to no monetary value for the Co. Jessica Hill is truly the perfect example of how all employees should perform in order to help a client as well as making Explore Scientific stand out & succeed. It also reflects how when a "business founder is present" and engaging, it adds to the overall motivation of the employees. EXCELLENT EXPERIENCE! Scincerely, Cristina

Hi Billy B, here from Corpus Christi, Texas. I have recently been doing business with Explorer Scientific placing several online orders with them. I have to say their online details and stock are accurate. Each order was processed and shipped very promptly. The products arrived undamaged and the items are really high Quality. I would recommend Explorer Scientific as a first choice for all things Astronomy. Not only do they have great product but their customer service has been top notch responding every time I need them. Also a shout out to Scott xxxx for his positive impact on the Astronomy Community for having the Explorer Alliance Live GoTo shows giving the community a wealth of knowledge. I love the How Do You Know shows with Dr. Barth and the Global Star Parties. Really can not say enough about the good these guy's are doing. Thank you Explorer Scientific.

I contacted Explore Scientific with a question about a telescope eyepiece caring case. I wasn't sure if my eyepieces would be too tall for the case. They were taller than the 3 inches in the product specs by a quarter inch. It is a fabric carrying case and I hoped it might be able to stretch to fit them. I spoke with Wade, a sales representative and he went out of his way to help me. He wasn't 100% certain so he decided to make a trip to the warehouse. He not only took pictures but also video of how the eyepiece fits in the case, closed and zipped and how to configure the compartments. This is what I call customer service far beyond what one would expect. Wade was very polite and spent a lot of time for something that wasn't very expensive. I wanted to write this review because I really appreciate his customer service and I think he represents what Explore Scientific is all about. Thank you Wade!

I just wanted to express my gratitude to the folks at Explore Scientific. I had a pair of Alpen Wing binoculars that had loosened up to the point that the tubes would not stay open. I had purchased the binoculars at Costco 6 or 7 years ago. I called Explore Scientific to inquire about what I needed to do to fix them myself. A person by the name of Jessica Hill answered the phone. I explained the problem to her. She said to take a picture of them and she would check with their engineers to see if there was a fix. She quickly got back to me and said she would send me an email that would authorize shipment to them for repair. I did ship them and they repaired them with no hassle at all. I am very happy with the quality of the repair since I was originally just asking for advice on how to repair them myself. Jessica was very friendly, efficient and professional. I appreciate her excellent customer service.

I have a couple telescopes from Explore Scientific. The latest is a David Levy Comet Hunter that has been discontinued here in the US, but I was able to find one in the UK. After spending a couple weeks in transit (ship, plane, truck...who knows?) and going through customs it finally arrived. Unfortunately and to my disappointment it arrived with a snapped off focuser thumb screw inside the focuser. I called Explore Scientific and was told to ship it out for the repair. It was shipped from my home in North Carolina to their HQ in Arizona. Its been there a little over a week.

I was just notified that the repair has been made and it is on it's way back. Since I know that a lot of purchases made overseas are not warranted here in the US, I called Explore Scientific wanting to know what the repair and cross-country shipping was going to cost. I was somewhat surprised to find out that they were taking care of both the repair and shipping.

Explore Scientific not only makes a excellent product, but they also stand behind what they make regardless if it is purchased here in the US or abroad. I can also say that their customer support team (especially Wade) did a excellent job in handling my case...which included physically tracking down my telescope at the post office.

If I could tack on a couple more stars I would.

No one answers calls, voicemail messages. Not sure if company still operating. Charged for my orders but no update on fulfillment. No one responds I placed two orders over 10 days ago and have not received a status on fulfillment. I have called multiple times and no one answers during work hours. No one has responded to my voicemail message. I have already been charged for my orders and yet they have not been fulfilled. I am unable to reach anyone for an update or to request a cancellation if the orders cannot be fulfilled. I am unable to request a refund online so the only option is to speak with someone to get more information but no one is available to speak with. Order #s XXXXXess ($297.00), XXXXXess (499.99)

Trying to contact customer service via email twice and by phone. No response. Mail boxes are full. No one answering phone. No message as to why. Received a Bresser Bird Feeder Camera for Xmas from my granddaughter. It does not work. Sent first email on 1/5 asking for instructions on how to return or exchange. No response. Sent second email on 1/7. No response. Today, X-XX-XX I called. Only recordings. No one answering the phone. Can't leave a message, "mail boxes are full". If there is/was a major problem at this business, I would hope they would leave a recorded message on their status. My granddaughter goes to school and works hard for her money. I want to make this right for her. She also paid for UPS 2nd day air. Time maybe running out as far as refunds/exchanges. Thank you.

They only sent me four of the eight items I ordered. They are not answering their phone and not responding to emails. I ordered a total of eight telescope eyepieces from Explore Scientific on Dec 28. Their website said that they were all in stock. Before I placed the order I called and they verified that all were in stock. I placed the order and paid through paypal. I received an email confirmation of the order. After I did not receive a shipping notice or tracking number, I called multiple times to ES but they did not answer the phone. I left voice mail messages. I then sent three emails to them. They did not respond to any of the emails. Finally I called again and talked with a customer service rep. She was very nice. She said that they did not have some of the eyepieces in stock and promised to sent out the ones she had the next day. I finally did receive four eyepieces and the empty kit bag. I did not receive the other eyepieces. I have sent three emails asking for a refund for the eyepieces they did not send. I have made multiple calls to them but they do not answer their phone. In addition, the recording says that their mailbox is full and they cannot accept voice mails. They have not responded to my emails. They seem to have disappeared.