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I purchased a set of PRIME HD 10x42' on March 14th 2014. I needed a binocular with a minimum 17mm eye relief which the prime advertises a 20mm. One of the big pluses was the 30 day return policy which I figured I would give them a shot since I had no risk (I have no retailer that carries this brand anywhere close to me).
Upon receipt it was instantly noticeable that they did not have a 20mm eye relief (is this measurement subjective?) since the Zeiss conquest which advertises a 17mm eye relief fit me perfectly when I looked at them in a store previously. After trying to figure out what to do next I then found and ordered a pair of demo Zeiss Conquests from Camera land and upon their arrival compared both sets of binos in hand. I decided the zen ray's would not work for me so I kept the Zeiss and tried to ship the PRIME's back to Zen Ray.
On Tuesday April 1st I emailed them for an RMA # (as the website instructs you to do). On Thursday I still hadn't received a response so I emailed them again. The next day I located a phone number to call them on as I still hadn't heard anything. I left a voice mail and received an email back within a few hours asking if anything was wrong with the binos. Within ten minutes of receiving this email I responded back saying no, nothing was wrong, and briefly explained the eye relief issue.
Since I hadn't heard back from them I emailed them back again on Monday April 7th at 10:54am PST and a few minutes later received a RMA # (that's 5 business days to get the RMA #).
I shipped the bino's that day and they were delivered on Wednesday April 9th.
As of April 22nd my CC account had not been credited and so I emailed again (I probably called on that day as well. I've called them 4-5x and every time I get the same voice mail which sounds like a cell phone voice mail). I was told my refund would be processed that day.
Long story short I still haven't received a refund (there have been emails between April 22nd and today, along with a voicemail I left).
The latest email I received from them was about 30 minutes ago where I was told it sometimes takes 7-14 days for a CC company to process a refund. I haven't heard of that since the days when you had to manually slide the card over carbon paper for a transaction.
Zen ray also told me to just wait for my next cc statement. I guess they think I should carry that $515 amount and just pay it out of my pocket as if I was their bank.
I responded back explaining how this was totally unacceptable, asking some questions about why it's taken so long, and my final statement was that they have until EOD today to refund the binos or I will be disputing the charge with my CC company.
The purpose of making this post is to warn others as I truly would feel bad if this was done to someone who is older (maybe even younger) as I feel as though I am being taken advantage of and have been continuously misled or at worst lied too. I work in a position where I have the time to respond to emails and call throughout the business day while many do not.
To summarize it's been 19 days since I returned my bino's and I'm still waiting for my refund. According to Zen Ray I should just wait a few more weeks and all will be well.
FWIW Cameraland was a total pleasure to buy from. Kudo's to them.
Upon receipt it was instantly noticeable that they did not have a 20mm eye relief (is this measurement subjective?) since the Zeiss conquest which advertises a 17mm eye relief fit me perfectly when I looked at them in a store previously. After trying to figure out what to do next I then found and ordered a pair of demo Zeiss Conquests from Camera land and upon their arrival compared both sets of binos in hand. I decided the zen ray's would not work for me so I kept the Zeiss and tried to ship the PRIME's back to Zen Ray.
On Tuesday April 1st I emailed them for an RMA # (as the website instructs you to do). On Thursday I still hadn't received a response so I emailed them again. The next day I located a phone number to call them on as I still hadn't heard anything. I left a voice mail and received an email back within a few hours asking if anything was wrong with the binos. Within ten minutes of receiving this email I responded back saying no, nothing was wrong, and briefly explained the eye relief issue.
Since I hadn't heard back from them I emailed them back again on Monday April 7th at 10:54am PST and a few minutes later received a RMA # (that's 5 business days to get the RMA #).
I shipped the bino's that day and they were delivered on Wednesday April 9th.
As of April 22nd my CC account had not been credited and so I emailed again (I probably called on that day as well. I've called them 4-5x and every time I get the same voice mail which sounds like a cell phone voice mail). I was told my refund would be processed that day.
Long story short I still haven't received a refund (there have been emails between April 22nd and today, along with a voicemail I left).
The latest email I received from them was about 30 minutes ago where I was told it sometimes takes 7-14 days for a CC company to process a refund. I haven't heard of that since the days when you had to manually slide the card over carbon paper for a transaction.
Zen ray also told me to just wait for my next cc statement. I guess they think I should carry that $515 amount and just pay it out of my pocket as if I was their bank.
I responded back explaining how this was totally unacceptable, asking some questions about why it's taken so long, and my final statement was that they have until EOD today to refund the binos or I will be disputing the charge with my CC company.
The purpose of making this post is to warn others as I truly would feel bad if this was done to someone who is older (maybe even younger) as I feel as though I am being taken advantage of and have been continuously misled or at worst lied too. I work in a position where I have the time to respond to emails and call throughout the business day while many do not.
To summarize it's been 19 days since I returned my bino's and I'm still waiting for my refund. According to Zen Ray I should just wait a few more weeks and all will be well.
FWIW Cameraland was a total pleasure to buy from. Kudo's to them.
Bob B. 
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