What started to be a horrible experience was actually a great one. The original binoculars I had ordered had actually been discontinued. I received an email saying my ordered had been cancelled at my request. When I called, the first customer service rep was not helpful and hung up on me. The second one saved the day. Glenn apologized and said it was their mistake for not taking the binoculars off the website. He found some similar ones for me, gave me a discount, and paid for express shipping as well. My faith in the company has been restored thanks to Glenn.