Misleading advertising & offers compounded by missing items on arrival.
I'm extremely disappointed by my experience with Nitesights. Having ordered online with them during their Black Friday offer, my package arrived partially open, tape coming off in a box that looked like it had been sourced from Mcdonalds.
On opening, I discovered that there was no sight or helmet enclosed and reported this to Nightsights. I received a response from Leon, the founder who advised that the offer didn't include a helmet and this was the reason this part was missing. All of Nightsites BF offers include "free helmet" in their advertising so can only conclude I was intentionally mislead into my purchase.
Reference the missing Nightsight, Leon has said he will have to look into this and not given any timeline on a conclusion which puts me in a massive predicament as this was supposed to be a Christmas present. We have the pictures from Royal Mail to prove the state the box was in on arrival, but that appears to have not made any difference in sorting out the issues.
I would be extremely careful about purchasing anything from this Company. Clearly there are some very shady marketing tactics to lure you in but in my experience when something seems to good to be true, it was. The fact that they are not able to sort out the missing items quickly (if at all) means I now have to wait what could be months for Paypal to look into things their end as I don't feel I am going to get anywhere with Nightsights. Being close to £300 down prior to Christmas and having to find a replacement present elsewhere is the opposite of what I had hoped for. Proceed with caution - these sights are definitely not "affordable" when you don't get what is advertised, if you get anything at all!
10/12 further to your comments below:
Unfortunately I believe Nightsights are in denial about the facts with this purchase, actually I take that back. I think they are well aware of what they are doing.
Firstly, the Royal Mail picture does not show the box face up. Its actually on its side with the securing tape coming away at the sides.
Secondly, you have refused to help. You have advised that you will let Paypal run its course so I think its important that customer know rather than your company reviewing its customer issues to get any problems resolved quickly, it appears you leave it to a third party to resolve, hanging to your customers out to dry in the meantime.
Customers need to know with your company, in my experience, you don't care if something appears to go missing. As far as I can see despite you admitting the packaging and tape securing it was sub-standard in your very own email to me, if something does go missing, it isn't your problem (which probably is why you ask customers for £7.95 shipping insurance which I think is extremely unfair given the cost of these things. I don't have to pay shipping insurance when I order with Amazon).
Third, you say I am the first customer to mention they thought the helmet was included. I find that extremely hard to believe but I guess time will tell. All your marketing that I have provided states a free helmet is included and when I selected the Elite pack on your own website, there is a quote within one inch of my selection highlighted saying that a free Helmet was provided.
Lastly, I think its in really bad taste you try and persuade/pressurise me to change or alter my feedback in your emails to me. I have been wronged by your company, and others should be allowed to see what my experience has been. I would be really happy to provide pictures with my evidence which is conclusive, should Trust Pilot be able to let me upload these.
In the meantime I will wait what could be months for Paypal to do their investigation and I hope my time spent writing this gives others an indication what type of company, in my experience, they are dealing with. Misleading advertising/Missing items/no customer care unless you buy "shipping insurance". BUYER BEWARE.
10.12 Thanks you Trust Pilot for assessing my review and despite the sellers best efforts to remove it, concluding it is not defamatory and that it can remain. My experience is factual and I hope this review helps others to come to a more educated decision about purchasing from Nite Sights. I am so disappointed how things turned out with this purchase, it could have been so easily avoided.
Reply from Nitesights
Hi Ben,
Leon here, founder of Nitesights.
I am sorry this has been such a stressful experience for you, especially with it being a Christmas present. A damaged parcel and a missing unit is not what we want for anyone. At the same time I think it is important that people reading this can see the full picture.
On 5th December at 15:09 you emailed to say the sight and helmet were missing. At 15:21 we replied, asking for photos and explaining that the Deluxe Pack does not include a helmet. At 17:11 the same day we emailed again with a pre dispatch photo showing the Nitesights ELITE unit in the box and asked you to double check.
On 8th December in the morning you emailed with photos of the parcel. At 11:02 the same morning we replied and confirmed we would open a case with Royal Mail. So from our side we did respond quickly each time, despite your multiple 1-star reviews saying otherwise shortly after we replied.
Regarding the helmet: when you change the variant on the product page to the Deluxe Pack, the image also changes. On that image the ELITE unit and mount are clearly outlined to show what is included. We also have a “What’s Included” box below to clarify the contents. The player, helmet and clothing are part of the model’s own airsoft kit, not the contents of the box. Some Black Friday bundles included a free helmet, some did not. The specific Deluxe Pack variant you ordered does not. Saying all of our Black Friday offers included a helmet and that you were intentionally misled is not correct.
Regarding the missing ELITE unit: before dispatch we took a photo of the inside of your box which clearly shows the ELITE unit, a £150+ item, inside. Royal Mail’s proof of delivery photo shows the parcel closed, with tape still running over the edges of the top face of the box. The later photo you took showed the tape more torn and the lid more open, which is what you would expect after a box has been opened and is not reflective of how it left us. For the courier investigation we have to rely on our pre dispatch photos and Royal Mail’s images as the record of how it left us and how it arrived. Taken together, everything points to the ELITE going missing somewhere in transit. That is bad for you and for us, but it is not the same as us never sending anything.
We have not refused to help. We have opened a loss and damage case with Royal Mail and we are following their process for a high value item. Once they complete their investigation and confirm what happened, we will resolve it on our side in line with that outcome, whether that means a replacement unit or a refund. After you opened a PayPal claim, the next step is for both of us to let PayPal review the evidence rather than running separate processes in parallel.
Regarding your update on 10/12: you say we “do not care” if something goes missing and only help if people buy shipping insurance. That is not true. Shipping insurance is an optional extra for customers who want additional cover; we still open cases with the courier and work to resolve issues even when no insurance has been purchased, as we have done here. You also say we tried to pressure you into changing your feedback. What we actually asked was that factual claims such as “no response” were corrected, because our email timestamps show that is not accurate. You are fully entitled to say you are unhappy and to describe your experience; we simply ask that the details are based on what actually happened.
We are a small UK based business and we take both our customers and our reputation seriously. When something goes wrong in delivery we follow the proper channels to put it right. For clarity, our flag to Trustpilot was not an attempt to “silence” criticism, but to challenge specific factual claims we believe are inaccurate. Trustpilot has chosen to keep both your review and our response visible, and we are content for readers to see both sides and make up their own minds.
Leon
Founder, Nitesights