I have opened a case through PayPal as Astroart Store stopped answering my mails. Given the context of the postings here and other places over the internet there seems to be a pattern of fraudulent behavior and I feel scammed. I have received parts of my order in time but one filter is still missing and to stop answering mails is a bad business practice.
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Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback.
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Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback. It's nice to hear that. I have no idea what has happened, but as much as I know them, I consider them honest.
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Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback. Great news Stefan.. Very glad for you. Honest! Beside that and a general idea.. I warn this is pure speculation, but fundamented by just watching everyone's experience. I think what happens is to much of the orders that are not in the inventory, which makes sense since they are not a huge retail store, and most of the items need to be ordered from the manufacture. That takes time.. most probably a few weeks. Not one or two or even three weeks. But a few. Other stores like Astroshop, Teleskope Express and others (at least in Europe) to be more pratical and fast, usually buy from each other (I know that because I have cameras and accessories bought in one store, but with labels of other stores), and they don't keep the costumer waiting too long. In their case they order just a fewer things to keep the stock, and most of the orders are done in the manufactures. When we place an order that is not in stock or if it does and more thank one person orders the same article, they need to order a second or a third to fufill the request, and since they are not a big company with a working capital, they use the payment in advanced of the specific order to pay the manufacture, take their cut and ship to the buyer. But ordering from the manufacture, takes time and sometimes they have to wait also.. like I said, that takes time.. people star to be impatient (because we want everyting for yesterday. More than a week is a big problem for us), and with that buyers start to cancel the orders and asking the money back. That start to be a problem for them because the money already was used to pay the manufacture for the item that the buyer requested, and that leads to finantial problems, because in order to return the money to the buyer who cancel the order and wants the money back, they had to pull a lot of resources that probably they don't have at the moment and that is the start of everything. I'm not defending their behavior, or anything like that. I did a few orders from them and never ever had any problems, despite some of them had a few weeks of delay, but they always answer me to the emails and I never cancelled anything. This post about the store, just made more cautious on order with them, specially not big soms of money. But like I said, I never ever had problems in any sort. Clear skies everyone, Cesar
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Observatório Astrográfico do Boqueirão:
Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback.
Great news Stefan.. Very glad for you. Honest!
Beside that and a general idea.. I warn this is pure speculation, but fundamented by just watching everyone's experience.
I think what happens is to much of the orders that are not in the inventory, which makes sense since they are not a huge retail store, and most of the items need to be ordered from the manufacture. That takes time.. most probably a few weeks. Not one or two or even three weeks. But a few. Other stores like Astroshop, Teleskope Express and others (at least in Europe) to be more pratical and fast, usually buy from each other (I know that because I have cameras and accessories bought in one store, but with labels of other stores), and they don't keep the costumer waiting too long.
In their case they order just a fewer things to keep the stock, and most of the orders are done in the manufactures. When we place an order that is not in stock or if it does and more thank one person orders the same article, they need to order a second or a third to fufill the request, and since they are not a big company with a working capital, they use the payment in advanced of the specific order to pay the manufacture, take their cut and ship to the buyer. But ordering from the manufacture, takes time and sometimes they have to wait also.. like I said, that takes time.. people star to be impatient (because we want everyting for yesterday. More than a week is a big problem for us), and with that buyers start to cancel the orders and asking the money back. That start to be a problem for them because the money already was used to pay the manufacture for the item that the buyer requested, and that leads to finantial problems, because in order to return the money to the buyer who cancel the order and wants the money back, they had to pull a lot of resources that probably they don't have at the moment and that is the start of everything.
I'm not defending their behavior, or anything like that. I did a few orders from them and never ever had any problems, despite some of them had a few weeks of delay, but they always answer me to the emails and I never cancelled anything.
This post about the store, just made more cautious on order with them, specially not big soms of money. But like I said, I never ever had problems in any sort.
Clear skies everyone,
Cesar If that was the issue, why wouldn't they pay me back when my package got lost in the mail and their insurance agreed to cover it? They keep giving me the same excuse of payment coming later due to summer breaks and so on.
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Observatório Astrográfico do Boqueirão:
Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback.
Great news Stefan.. Very glad for you. Honest!
Beside that and a general idea.. I warn this is pure speculation, but fundamented by just watching everyone's experience.
I think what happens is to much of the orders that are not in the inventory, which makes sense since they are not a huge retail store, and most of the items need to be ordered from the manufacture. That takes time.. most probably a few weeks. Not one or two or even three weeks. But a few. Other stores like Astroshop, Teleskope Express and others (at least in Europe) to be more pratical and fast, usually buy from each other (I know that because I have cameras and accessories bought in one store, but with labels of other stores), and they don't keep the costumer waiting too long.
In their case they order just a fewer things to keep the stock, and most of the orders are done in the manufactures. When we place an order that is not in stock or if it does and more thank one person orders the same article, they need to order a second or a third to fufill the request, and since they are not a big company with a working capital, they use the payment in advanced of the specific order to pay the manufacture, take their cut and ship to the buyer. But ordering from the manufacture, takes time and sometimes they have to wait also.. like I said, that takes time.. people star to be impatient (because we want everyting for yesterday. More than a week is a big problem for us), and with that buyers start to cancel the orders and asking the money back. That start to be a problem for them because the money already was used to pay the manufacture for the item that the buyer requested, and that leads to finantial problems, because in order to return the money to the buyer who cancel the order and wants the money back, they had to pull a lot of resources that probably they don't have at the moment and that is the start of everything.
I'm not defending their behavior, or anything like that. I did a few orders from them and never ever had any problems, despite some of them had a few weeks of delay, but they always answer me to the emails and I never cancelled anything.
This post about the store, just made more cautious on order with them, specially not big soms of money. But like I said, I never ever had problems in any sort.
Clear skies everyone,
Cesar This is exactly how it is. Sometimes, I compared the number of telescopes listed as in stock between First Light Optics and AstroArt in online stores. I found that AstroArt's stock size is only a few percent relative to First Light Optics. Especially considering that the big companies trade among themselves so that the customer doesn't have to wait. AstroArt has done really good work based on my own experiences, but you can't expect the same as from the big companies. On the other hand, they offer services that the big companies don't, such as customized products. They definitely have their place in the market.
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Tommi Liinalampi:
Observatório Astrográfico do Boqueirão:
Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback.
Great news Stefan.. Very glad for you. Honest!
Beside that and a general idea.. I warn this is pure speculation, but fundamented by just watching everyone's experience.
I think what happens is to much of the orders that are not in the inventory, which makes sense since they are not a huge retail store, and most of the items need to be ordered from the manufacture. That takes time.. most probably a few weeks. Not one or two or even three weeks. But a few. Other stores like Astroshop, Teleskope Express and others (at least in Europe) to be more pratical and fast, usually buy from each other (I know that because I have cameras and accessories bought in one store, but with labels of other stores), and they don't keep the costumer waiting too long.
In their case they order just a fewer things to keep the stock, and most of the orders are done in the manufactures. When we place an order that is not in stock or if it does and more thank one person orders the same article, they need to order a second or a third to fufill the request, and since they are not a big company with a working capital, they use the payment in advanced of the specific order to pay the manufacture, take their cut and ship to the buyer. But ordering from the manufacture, takes time and sometimes they have to wait also.. like I said, that takes time.. people star to be impatient (because we want everyting for yesterday. More than a week is a big problem for us), and with that buyers start to cancel the orders and asking the money back. That start to be a problem for them because the money already was used to pay the manufacture for the item that the buyer requested, and that leads to finantial problems, because in order to return the money to the buyer who cancel the order and wants the money back, they had to pull a lot of resources that probably they don't have at the moment and that is the start of everything.
I'm not defending their behavior, or anything like that. I did a few orders from them and never ever had any problems, despite some of them had a few weeks of delay, but they always answer me to the emails and I never cancelled anything.
This post about the store, just made more cautious on order with them, specially not big soms of money. But like I said, I never ever had problems in any sort.
Clear skies everyone,
Cesar
This is exactly how it is.
Sometimes, I compared the number of telescopes listed as in stock between First Light Optics and AstroArt in online stores. I found that AstroArt's stock size is only a few percent relative to First Light Optics. Especially considering that the big companies trade among themselves so that the customer doesn't have to wait.
AstroArt has done really good work based on my own experiences, but you can't expect the same as from the big companies. On the other hand, they offer services that the big companies don't, such as customized products. They definitely have their place in the market. That’s what I said above in my comment. Clear skies ;) Cesar
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Nooa Jutila:
Observatório Astrográfico do Boqueirão:
Stefan Molz:
Good news, everyone! I have been refunded and got an apology with a coupon attached worth 50 Euro. Will use the coupon to get a dovetail clamp for my Asiair for just 1,65 Euro.
I am still somewhat salty about the whole experience and would only place an order if the payment in secured through PayPal or the possibility of a chargeback.
Great news Stefan.. Very glad for you. Honest!
Beside that and a general idea.. I warn this is pure speculation, but fundamented by just watching everyone's experience.
I think what happens is to much of the orders that are not in the inventory, which makes sense since they are not a huge retail store, and most of the items need to be ordered from the manufacture. That takes time.. most probably a few weeks. Not one or two or even three weeks. But a few. Other stores like Astroshop, Teleskope Express and others (at least in Europe) to be more pratical and fast, usually buy from each other (I know that because I have cameras and accessories bought in one store, but with labels of other stores), and they don't keep the costumer waiting too long.
In their case they order just a fewer things to keep the stock, and most of the orders are done in the manufactures. When we place an order that is not in stock or if it does and more thank one person orders the same article, they need to order a second or a third to fufill the request, and since they are not a big company with a working capital, they use the payment in advanced of the specific order to pay the manufacture, take their cut and ship to the buyer. But ordering from the manufacture, takes time and sometimes they have to wait also.. like I said, that takes time.. people star to be impatient (because we want everyting for yesterday. More than a week is a big problem for us), and with that buyers start to cancel the orders and asking the money back. That start to be a problem for them because the money already was used to pay the manufacture for the item that the buyer requested, and that leads to finantial problems, because in order to return the money to the buyer who cancel the order and wants the money back, they had to pull a lot of resources that probably they don't have at the moment and that is the start of everything.
I'm not defending their behavior, or anything like that. I did a few orders from them and never ever had any problems, despite some of them had a few weeks of delay, but they always answer me to the emails and I never cancelled anything.
This post about the store, just made more cautious on order with them, specially not big soms of money. But like I said, I never ever had problems in any sort.
Clear skies everyone,
Cesar
If that was the issue, why wouldn't they pay me back when my package got lost in the mail and their insurance agreed to cover it? They keep giving me the same excuse of payment coming later due to summer breaks and so on. I said it was my understanding of the problems, but if tou read carefully my comment you’ll understand the origin of the problem and the financial snow ball that came from there that affects almost every order, specially the larger ones. Try to see the bigger picture and not resume to isolated cases that if seen more closer, you’ll see that is a result of that financial thunderstorm caused mainly by the buyers who cancel orders and want the money back simply because they don’t know how to wait a couple of weeks. Like I said: I’m not defending anyone or saying that is correct, but I can see the problem miles away, and usually I’m not wrong.
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Well, if Astroart Store estimated to ship a specific product in like „up to 18 days“ and you wait a multiple of this it's is totally OK to cancel your order and ask for a refund! Especially if they go radio silent and only react with excuses like „holiday time“ after opening a case through PayPal – this you would communicate through an autoresponder and/or on your website.
It's not the fault of people canceling their orders if there are financial hick-ups, customers are not financial providers and my upfront payment should not be used to fulfill the order of someone else – this thread suggests something like a snowball system.
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I was in touch with them roughly a week ago. They told me that it is holidays in the nordic countries so responses might take longer. And that a new shipment (including my ordered ZWO camera) would arrive early August.
I hope to receive it shortly after. I’ll keep you posted.
i still have good faith in the people working there. I hope it will be confirmed by having the camera on my doorstep soon 😉
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Observatório Astrográfico do Boqueirão:
... and want the money back simply because they don’t know how to wait a couple of weeks. Exactly, damn those impatient buyers and their unrealistic expactations that they get their goods delivered on the promised date...
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I have received my order of a „ Dovetail Clamp for ASIair Plus“, which I have paid for with the voucher I got as a gesture of good will from Astroart after not fulfilling the order mentioned above. Thanks for that, got the item within just a couple of days. I still would never ever place an order with them (or any other shop beside Amazon) without securing my payment through PayPal or CC.
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Stefan Molz:
I have received my order of a „Dovetail Clamp for ASIair Plus“, which I have paid for with the voucher I got as a gesture of good will from Astroart after not fulfilling the order mentioned above. Thanks for that, got the item within just a couple of days. I still would never ever place an order with them (or any other shop beside Amazon) without securing my payment through PayPal or CC. From all this, it definitely sounds like a small company that has a cash flow issue. If significant orders get delayed, they still need to pay their employees, rent, utilities etc. So not so easy to pay the buyer back, which is what you are seeing. Either realize you are taking a risk with them and/or use a cc or PayPal that has buyer protection. It is still quite a hassle to go through PayPal or cc for a refund, so may be consider whether it is worth using them or simply go with a more established company. As far as I am concerned, I am a customer, not a bank!
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Exactly. None of the excuses are valid as far as I'm concerned. It's a good thing that some have gotten their orders fixed though.
The problem for me is that they, knowingly of their cash flow issues, continue to expand and try to get new customers. Last year they launched a "new" store in my country. If you don't have the capital to do so then you are asking for trouble
Lying about stock (which they did to me), about shipments and delivery estimates, lying about paying people back etc is not excused. I've even seen people claim that the value of their order got reduced after a refund was claimed.
It's plain and simple bad practice and they shouldn't bite over more than they can chew. There are consumer laws in place for a reason.
If they had been upfront and honest they wouldn't have received half the stick that they now have. They are effectively hurting themselves.
Edit: And what happens when your brand new expensive equipment develops a fault?
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I was in touch with them roughly a week ago. They told me that it is holidays in the nordic countries so responses might take longer. And that a new shipment (including my ordered ZWO camera) would arrive early August.
I hope to receive it shortly after. I’ll keep you posted.
i still have good faith in the people working there. I hope it will be confirmed by having the camera on my doorstep soon 😉 Update. Unfortunately i still have not got my gear. Been waiting and trying for months now and my patience is wearing thin. Tried to call and mail them several times per week after my last post but witch no success. hope to get in touch with them soon and get my gear. Otherwise I might have to claim my money back.
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I did buy a ZWO mini filter wheel from Astroart a couple of years ago without any problems more than it took a bit longer than I first estimated.
But now this year it seems worse as some of my friends orders haven't fully been handled. The response time on mails aren't the best either and it is a bit "anonymous".
I really hope for the best as I really think Astroart has a place on the market.
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Another update.
Possibly interesting for more people. I managed to get in touch by phone and had a really pleasant conversation for over 20 minutes. Sharing experiences and good locations and got a friendly explanation of what was going on. Afterwards I also got a reply on one of my mails, from another person from AstroArt.
Long story short: they have been moving their Swedish office to another location and one of their Swedish managers got really ill. These caused severe delays in their logistics. They explained that they are getting things back on track and my gear will be shipped before the end of this month. Sincere apologies were made. I really hope for all (customers and AstroArt) that things will improve and all will get what they ordered. And that I will get my gear soon, right before autumns and winter :-).
Clear skies everyone.
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I waited for a long time on a delivery and could not get clear answers as to when it would arrive. Then I canceled the order and was promised that the refund would be 2 weeks later. When I had waited 2 months and my emails were not answered, I raised the matter through PayPal. Now, 2 days before escalation, PayPal writes that AstroArt has paid my 400 EUR. And I've gotten weird excuses from the guy.
It's strange that it takes so much effort to get money back. After all, AstroArt got my money, so they must be able to pay it back.
I can only strongly warn against this shop.
Best regards,
Niels
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Hi all,
Another update. Unfortunately, after 10 months of waiting on several items, and after many empty promises, I have this morning sent them a final attempt to get my gear. The items must be sent within this month or else I will cancel the order and demand my money back (including interest and inflation correction). If necessary with the help of legal assistance.
It is a shame. The last couple of weeks I have talked to one of them (the one is Sweden) on the phone several times and he really is a nice guy. I really have the feeling that he is trying to help but the problem is in the Finnish location.
Really hope this all works out.
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Hi all,
Another update. Unfortunately, after 10 months of waiting on several items, and after many empty promises, I have this morning sent them a final attempt to get my gear. The items must be sent within this month or else I will cancel the order and demand my money back (including interest and inflation correction). If necessary with the help of legal assistance.
It is a shame. The last couple of weeks I have talked to one of them (the one is Sweden) on the phone several times and he really is a nice guy. I really have the feeling that he is trying to help but the problem is in the Finnish location.
Really hope this all works out. You should have asked for your money back a long time ago.
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I recently ordered a filter from them.
First i sent them an email about the delivery times and they were honest, item needs to be ordered first and then it is sent to me.
They wrote me that first i need to wait around 4 weeks for the filter to get to them and then they will send it to me, again, they were completely honest about the delivery times.
Yes, if you buy from them you will need to wait.
I saved around 100 euros on that one filter alone just by buying from them and waiting 3 weeks.
For me, they are a good store, they have nothing in stock and that is why you need to wait, for that you will pay a lower price. You are totally right, of course. I am a patient person. :-) I am now hoping for Black Friday to have some interesting offers by other vendors.
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I'm waiting for a reply about a refund for weeks. Does anyone know what's going on with them? or is it just with me?
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David Cruz:
I'm waiting for a reply about a refund for weeks. Does anyone know what's going on with them? or is it just with me? Threaten immediate legal action. Worked for me.
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David Cruz:
I'm waiting for a reply about a refund for weeks. Does anyone know what's going on with them? or is it just with me? I opened a post several months ago, just look for it in the forum. Finally after 8 Months and several legal threats they paied back. Still not happy with the overall experience. I'd still recommend everyone in Europe that has similar issues to report them to the ECC (European Consumer Center) as every case filed there will be reported further on and will have consequences without any liabilities for the consumer. Cheers, Robert
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1.91
0.00
2.81
1.51
0.00
7.29
13.46
4.51
1.51
0.00
1.20
1.81
