Disappointing customer service

I made a point to order directly from the company so I wouldn’t have any second party issues, so I’m hoping I made the right call by doing this??

I’m bringing this scope to our local range to put my talk to the test …. Going on and on with this how awesome this optic is supposed to be. Several people waiting to see the result and maybe make Arken fans …

@dkrat243 thank you! That is the first sign of any apology or empathy I've received from your company. I even called the lack of apologyand empathy out in the email when I was told that the mount was now backordered. When I received a response any concerns that I brought up weren't even acknowledged much less an apology.

The scope is solid and an exceptional value, but I'm extremely disappointed on the service so far. I fear you'll be out of business with service this bad and the lifetime warranty won't mean anything.

I am happy to report that Arken is covering this issue under warranty. Apparently there was a miscommunication in the customer service department. I had to inquire again about it and asked to see where in the warranty it said that my issue wasn't covered. If I hadn't done that I doubt it would have been corrected. My overall impression after this experience is that the Arken customer service department doesn't think very highly of their customers.

Fyi - I finally heard back after 9 days from my 1st email. No apology or empathy at all. Then another 3 days to submit refund. I asked for a phone number and commented in my email that I was shocked at the complete lack of care, still no apology.

We apologize for the delay in replies to our customers. Yes, we definitely care about our customers. Happy customers is how we stay in business. We are experiencing multiple growing pains from being understaffed, and losing a customer service rep to the dealer side. We are hiring additional customer service personnel, but they need to be trained as well. We are getting there, just please have patience with us as we grow out of this stage of business. Thanks!

Thank you for your response! It means a lot. I've seen a lot of very knowledgeable posts from you.

Ive spent most of my career in various roles in customer contact centers. Which is probably why the complete lack of concern or any attempt to make it right with me is such a let down. The scopes are a fantastic budget option that are far and away better than almost any option in the price range. I hope you guys can figure out customer service and get through the growing pains. If so, I might buy another 10 Arken scopes and even recommend your company to others. I hope it happens quickly. 🤛