I've only had one dealing with them and it was pretty good. However I would not be satisfied if I was the OP. Stay on it.
ETA: I am in no way accusing the OP of doing this, nor defending Eurooptic, however it is a common scam to have a new condition item, order a similar but newer or more expensive item, claim the wrong one was sent, and return the original to the vendor. Again, I'm not saying you did it, but this is possibly why they are hesitant on your issue. May I ask what you ordered and what you got?