I'm afraid I have had a similar experience. Two issues, really, both related.
The first issue is the fact that the X1 77mm polarizer they sent me was non-operational. Two replacements (very speedy, nice service initially) were also problematic. Two of the three didn't rotate the two layers of glass, and one I believe didn't even have a second layer of glass.
I understand that there might be a bad batch or something and appreciated their swift replacements.
The second issue however... Upon asking for the last (fourth) replacement, I got a response from Graham himself indicating that he'd send me a return box/refund but that I should buy someone else's filter. He stated that the others were personally inspected by the person at the warehouse, and he seemed convinced that I must be some troll/bad actor.
I replied that he is likely putting more trust in that warehouse person than is deserved, as anyone who knows how a CPL works would have been able to see that any of these three filters, and suggested that he inspect the ones I returned and the one I was about to return.
Unfortunately, I never did get that last return box or a refund, and am now sitting here staring at an incomplete or broken X1 77mm filter. My (polite) enquiries to the company over the last few weeks have gone unanswered.
My sense is that BP feels beleaguered and that it might misplace blame on its customers.
I will say that the ND filters I have from them have been great, and a good deal, but the experience I had with them doesn't seem to be unique. -tig
PS: My Marumi CP filters have been excellent, with very low transmission degradation versus polarizing effect (almost half that of my Hoya version). I plan on getting another of them if/when Breakthrough follows through with refund. Just came back from 10 day trip on wild birds without a second 77mm CP, which was a shame at times.
Hello Tig Tillinghast,
Don't assume the worst on us, in fact it's more simple then that.
I inspected each one of your X1 CPLs after we received them in our warehouse, and I didn't find the same issues that you did.
If I'm not able to find the problem then I'm not sure what to say, and if the third time isn't the charm, and I haven't found the same issues with your X1 CPLs that you did upon inspecting them myself personally, that's why I recommend trying another one.
We just want all our customers to be happy with our products, and if they're not we do our best to make it right, or give a refund, or both.
A pre-paid return label has been emailed to you again.
Graham