mark T.

I visited the Nite watches after spotting an advert for the GTLS on their watches. The advert showed pictures demonstrating the watches radiating stunning Tritium illumination. Based on the images I decided to visit the website. I was greeted with page after page of images, showing watches with their main IP being the GTLS. You could even press a button which demonstrated the watches without and with the Tritium illumination in action. I was immeadiately sold by how bright the GTLS looked.

I purchased one of the watches and received it within a few days. Service was fast and a tracking number was provided. When opening the watch I was greeted with my new watch. How disappointed was I!

The quality and brightness of the GTLS is nothing like it is described and advertised on their website. The price for the watch I purchased was £300 and I have to say, is not worth any where near that amount, especially if you take away the main selling point which is the GTLS. The illumination the watch gave off is no where near as bright as they are shown on their website, and very misleading. Also when I opened the box the watch was not setting correctly in the slot and there was no protective film at all, whether on the bracelet or the watch face. At first I had decided to keep the watch, however eventually (after half a day) got in touch with Nite watches to complain about my disappointment. When I complained about this Sam returned an email the following day, which I thought was good customer support as it was very quick. She stated that they are unable to give a true representation of the brightness, meaning that the website uses graphically enhanced pictures of the watches! This totally goes against the sale of goods act, as the watches are not as described!
I was offered to return the watch for a full refund, although I had to pay my return postage, which under the circumstances and false advertising I should not have had to do this.

Thinking the customer service was very good, I was disappointed to be told that they were no longer going to give me a refund (the reasons behind this I can not divulge as I am in the process of taking the company to court for my money back). Even though I informed them that I was taking matters further, I was pestered to take the watch back, prior to any outcome. I should also state that if you choose the finance option, be very careful, Nite watches have done something very sneaky regarding getting payment, which has only just come to light.

My overall experience has been a terrible one with Nite watches, substandard watches, made to feel bullied by there customer service, and £300 out of pocket as I still do not possess the watch after approx 5 weeks. Even if I do take the watch back, Nite want me to further pay for postage, which I will never do! I even offered to take the watch back at a reduced price, considering that in my opinion it is not worth the extortionate price they have charged.

There are much better watches out there (a German company being one of them) most which are night and day better than these. Do your research first when it comes to looking for a superior quality tritium tubes being used. Quite ironic really when you look at the name Nite watches, dark they most certainly are. Not worth the money, buy else where at half the price.

I will start with the good news first. Delivery was amazingly fast, ordered on the Sunday morning, received email tea time saying order was dispatched via courier... Received it the following day.

However this is where the problem occurred! After placing order, read some reviews about a certain item having bad side effects. So I decided to email the company and ask them to change the item in my order. I did this about 30 mins after placing the order. As it stated on their website open mon-sat I wasn't too worried as I thought they would see my email on the Monday morning and arrange the item prior to despatch. However I received an email on the Sunday tea time stating that my order had been dispatched! I emailed the company straight away asking about the change and received a reply the following day. I know it can be easy to read into emails the wrong way, but I was not happy to find out that my order had been sent and that they had not changed my request as the order had been sent prior to them seeing the email, the day before! I was told that I could return the item, but obviously this was going to be at my own cost, and the agro of having to go to my local post office in between work!

When I contacted them again stating this, a lovely gentlemen called 'Liam' sent me a rather abrupt reply stating that it was not there fault that I had changed my mind and that no one works on a Sunday (although my parcel was dispatched on the Sunday. So someone works there then!). I won't go into the exact email, but it did come across as though it was all totally my fault. Customer service atrocious and obviously this Liam has not heard the phrase 'the customer is always right'. This is a really big shame because had the customer service been as good as the prompt delivery I would have used them again... And having work in an organisation that employs over 2 million people, 400 of which at my place of work and many are well into health supplements, I'm would have recommended them highly but thanks to Liam and this fiasco I wouldn't. Shame!