05/11/2026
I’ve debating on sharing this experience and decided that yep I’m going to. Do with it what you wish but I feel it needs to be mentioned. This whole process started on April 9th. I shipped a Rix scope in for a warranty repair, it was estimated I’d receive my scope back by 4/29. Then I get notification that I’ll have it back on 4/25 and that my scope had been repaired. Outstanding. Except this is where it all went down hill. My package arrives a couple days late UPS issues not Rix all is good. Box seems small and kinda rattled more than I liked so I decided to video opening it. Yep turns out it wasn’t my scope. I sent in a Leap L6 and received a storm S3. No big deal s**t happens labels get mixed up right? So I call in and talk to Brian. He advises I respond to the RMA email and notify them of my issue. So I send an email with the video attached on 4/30, explaining the issue. Same day I get a response saying they are investigating the issue and will notify me with new information as soon as it’s available. Sounds about right….. except this isn’t what happens. On 5/4 I still haven’t heard anything from them so I shoot off an email requesting a follow up as I was leaving town 4/9 and wouldn’t be home for several weeks. (Not only was I hoping to have this scope for this trip, but they require a delivery signature and well I won’t be there for it). No response. So on Thursday, 4/7, I send them yet another update request. I get a response that their shipping department sent me a return label. Well I did see an email from ups but had not received any information, follow up, or directions so I didn’t know it was correlated. So yet again I had to request an update on the situation two days before leaving state. Then they finally admit they had sent me the wrong unit and I had to ship it back for them to ship me my unit. So I call Brian up again to find out what is actually going on. A few m things happened on that phone conversation that have me walking away from Rix entirely. One the situation was down played and he even chuckled at the situation, he directly made the comment “we aren’t holding your scope ransom, it’s probably sitting back there in a box somewhere”, it was mentioned that there were several packages that this happened to, I never received a single apology, and they avoided responsibility by stating “hands are tied and there’s not anything anyone can do”. Well communication….. communication is what a business can do. Yep s**t happens I agree with that. Mistakes get made and no one is perfect. Ownership of those mistakes, keeping your customer in the loop, and transparency are 100% the premise of customer service. At that point I’m done with their product. There are plenty of other comparable thermal options out there and I will be switching. Final straw to polish off the turd with mud….. since I was heading out of state in two days and the package requires a signature, I requested for the package to be delivered to a local access point since I will not be home to sign for it, and quite frankly I don’t want to do a e-signature on a package that will be dropped on my front stoop while I’m half a continent away to sit there for three weeks in the weather or better yet snagged by some crack head who thinks he deserves it more than me. Well they never responded to that email either…… shocker I know and shipped the package to my home of record anyways. Oh and for the whole “not holding my package hostage” randomly it shipped a couple hours after they received confirmation the scope I had possession of shipped. I’m sure that’s just a coincidence though…. Has to be because he felt it was necessary to say that wasn’t the case in the first place. Anyways I just figured I’d share my experience with Rix optics, do with it what you want…. I know what I’ll be doing moving forward.
