Ordered an $800 pair of binoculars in August 2020. They arrived 3 days later, but were defective. I received an RMA and asked for a replacement. I was expecting a similar quick shipment of a new pair. That was my mistake. They took over a month to open the returned package to verify that I returned them completely before sending (they claim) another pair. They sent this pair USPS and the tracking number showed no progress beyond generating a number. The problem is: Optics Planet stated in their phone answering system that they would NOT answer phone calls or record voice messages. They did not answer e-mails or website Contact requests for weeks. They forced me to wait for a lost package claim resolution with USPS before they would refund my money. From beginning to end, this process took 5 months before I had my money returned to me. Clearly the qualitative measure of a company's customer service is not how they perform when things are going well, but how they perform when there is a problem. There is NO circumstance that will ever cause me to purchase anything from Optics Planet again.