Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They accepted my money and then began emailing me about where I purchased my unit. The order was just for an accessory to my unit I ***lied ***** the *** started on about how my item from **** is a stolen item and I need to verify where I purchased it they then canceled my order 2 days after I paid for overnight shipping (an extra 100 dollars and didnt give me my money back.

  Business Response

  Date: 01/31/2025

  Each and thermal systems comes with a mount. A manufacturers shipment was stolen from the Port of ***********. W sent the customer proof to the manufacturer's release -*******************************************************************************

  
  The order was placed on 01/29/2025. We sent an email the same day as the order was placed (01/29) asking the customer where he purchased the unit from to verify whether or not the unit was stolen. We were looking in the best interest of the customer. We were going back and forth because he would not provide the name of the seller on ****. After we were sending emails and we were not getting clear answers we issued a refund on 01/30/2025 at 9:20am.

  Additionally, one of the boxes that he agreed to on our site when placing an order that we will collect the payment immediately.  

  All of this information/screenshots were provided to the customer via email and text. 

  What the customer is doing is complete defamation. 

• Initial Complaint

  Date:01/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the order ********** on December 30th at 12:35pm for a thermal scope in the amount of ***** dollars with ***** dollars for route shipping protection. The funds were withdrawn from my account January 2nd. January 3rd I emailed them concerned I might have accidentally cancelled my order on the route shipping tracker and got a return email the same day assuring me the order is still active and should be receiving an email with tracking info within a few days. January 10th I emailed them again concerned about the order having not received an email with tracking info yet and they emailed back the same day saying it would be shipped "asap". January 15th I emailed again having still not received tracking info and was emailed back claiming it would ship in one to two days. January 19th I emailed again having still not received tracking info, with no reply yet as of January 25th. January 22nd I emailed asking for a refund as it appears my order would never ship and have no reply as of today January 25th.

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/30/2023 I paid NightVisionGuys $1,374.97 for a Pulsar Digex C50 scope that came with a free sightmark scope mount as part of a promotion. Scope showed in stock. A week or two later the scope mount came in but no shipping info on the scope. I emailed their sales team to ask when the scope would ship as I would like to be home to receive it. The sales team replied they had contacted the manufacturer (Pulsar) and instructed them to notify me as soon as it shipped. Already this alarmed me as they showed the scope in stock. So I emailed Pulsar and asked if they had an order on file for me for the scope and they said no they didnt and maybe NightVisionGuys had the scope on back order. After reading other reviews for NightVisionGuys for this same type of business practice I decided I wasnt going to receive the scope anytime soon if at all and filed a claim with paypal. I emailed NightVisionGuys sales team to notify them Id filed the claim because the scope manufacturer said they did not in fact have an order from me. The sales rep seemed annoyed and asked me why I filed a claim and who told me it hadnt been ordered. I told him Pulsar customer service told me. That was the last communication I received . I sent several messages to the seller through PayPal and a few more to customer service asking if I should return the free scope mount or if they wished to deduct that amount from the refund and how much they would ask for it. No response on either end. I have now escalated the case to PayPal for review. You cant reach anyone at the company by phone and their sales reps seem to be a third party. NightVisionGuys website looks legit and they constantly send out email advertisements but cant deliver products on time and from the reviews Im seeing here and elsewhere this is their regular practice. Avoid this shady dealer as I should have. Hoping I can get my money back, and it doesnt have to go to court. Shouldve used a local dealer or Amazon.

  Customer Answer

  Date: 02/13/2024

  Night vision guys reached out to me after they saw the BBB complaint number 

  21185959. They then claimed they had shipped the scope and it got delayed. Then ordered another (which pulsar customer service said they did not) then finally he said instead of a refund he could get me a scope early the next week. I told him Id rather just have a refund as the PayPal request was already filed. He then refunded my money. Pulsar customer service then tells me he just ordered the scope but their sales team just left for shot show **** and wouldnt be back till next week to fill the order. I think this company is using money from new orders to fill old ones by the looks of his review history.

• Initial Complaint

  Date:11/13/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 products in two separate orders from night vision guys on a Thursday. I elected for overnight shipping because I needed both items quickly as I had a trip The following week and I wanted to use the items while on the trip. One item was a night vision scope and the other was an illuminatior. I paid over a hundred dollars to overnight the scope and over 80 to overnight the Illuminator. Four days later and there hasnt even been a shipping label created. I called the company and their answer was that I didnt read the fine print and with night vision and thermal scopes there could be 2 days of processing. They didnt have an excuse for the illuminator since it didnt fall under that category. They said they would get on the shipping for those items. Shortly after I received an email saying shipping labels were made and they were being processed. Im extremely angry that I wasted almost 200 dollars to overnight these items and I wont even have them shipped out within 5 days. I truly feel I should be refunded for paying the higher cost of expedited shipping if this company wasnt going to hold up their end of the deal and process the purchases so I could get them shipped overnight, as I paid for. Very disappointed and nothing was offered to make it right when I spoke with a representative on the phone. Theyll just keep your hard earned money and say sorry about it.

• Initial Complaint

  Date:02/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a scope in my cart on 12/31 as they were advertising a sale on a scope. I let it sit overnight, and they sent me an email on 1/1 saying they would give an additional 25$ off if I came back and purchased the scope. So I did. They confirmed the order, although I never received a shipping notice. On 1/6 I asked for an update, and it turns out they discontinued the scope I purchased on 12/31, although I purchased on 1/1 on their website. They said they would send me the newer version once they had in stock, and they would have them in late January. I was paid in full on 1/1. I reached out on January 30th for an update, and they said they had not received them, but they would the 2nd week of February. I was still paid in full. At this point I was hoping they could send me a demo, or something I could use in the meantime, since I had already paid on 1/1, but they did not have anything to send me. I was okay with waiting 2 weeks till mid February. I reached back out on 2/14, as other dealers were receiving their models, and beginning to sell them. They then informed me they wouldnt have them until mid March. I was tired of waiting, and asked what my options were for getting an equivalent resolution model in a different brand. They were willing to switch me, but not without me paying the 1000$ difference in price, even though they had sat on my payment since 1/1 and continued to push my shipment date. They wanted to make it right, but could not come up with a solution internally, instead wanted me to ask for something to make it right. But when I came up with something to make it right, they were not willing to cover the additional cost. (Even though they probably collected interest on my payment while it sat in their account). I then requested a refund, so that I could take my business somewhere else. I should have sent an invoice for the interest my money earned them, and I sat around and waited to end up with nothing! The good: Response time, communication The bad: failure to deliver a product, failure to deliver on time. Miscommunication/misleading on timing (three times)

  Business Response

  Date: 03/08/2023

  Hi *****,
  
  
  We completely understand, but the information we were getting from the manufacturer was directly passed on to you. 
  
  
  In other words, the information we were providing was coming from the manufacturer. This was not an intentional act by any means. You have to understand we are a distributor that receives information from the manufacture. As far as earning interest on your money based on the today's rates it's less than a dollar. Again, our intention was not to hold onto to your money. We offered you an alternative which you declined, we then issued you a FULL refund. I am not sure what else you would like for us to do. 

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9, ******************* stock pair of Night Vision Goggles from Night Vision Guys and paid *******. I received confirmation of my purchase via email and was given order number # **********. On February 2, 2023 I sent an email inquiring about my order and included my order number. I did not receive a response. On February 10, 2023 I again emailed Night Vision Guys inquiring about my order and included the order number. The response I received provided no order information only a request that I resend my email from February 2, 2023 because it could not be found in their inbox or junk mail. I sent the February 2,2023 email expecting to hear back, which I did not. On February 9,2023 I sent Night Vision Guy another email asking for an immediate refund of my money. The response I received was an email stating they were still going through their emails and also wanting to check with the manufacturer concerning my order. Didnt really understand the response since the item showed in stock on their website. The end result is I want to get a full refund back from Night Vision Guys. No so called restocking fees for an item that was never shipped and they obviously do not have. Thanks for your help.

  Customer Answer

  Date: 03/08/2023

  Yes the company has reached out to me directly and resolved my complaint.