ComplaintsforGTRACING
Online Retailer
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Complaint Details
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Initial Complaint
03/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a chair from this company on March 10th, paid for 2 to 4 day delivery and did not receive the chair at the time of writing.Initial Complaint
12/22/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company took my money Dec 6,2023. Said it would be delivered in 3-5 days. It’s now almost Dec 22 and no chair and no refund. Company does not answer phone or online chat. I get one email at 1 in the morning saying they understand the frustration and do I want a replacement. Which I say yes to. Well I’ve done this theee nights in a row. The same email. **** ******* *** ** ** * **** *** I’m out $183Initial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a special edition ***** ** ******** chair for my fiancee for Christmas last year. The chair was purchased in November, and shipped and arrived in February. We recently had to move and there was some damage to the chair in the process. Gtracing alleges they have a no-questions-asked warranty on all products for 1 year (standard warranty). When I contacted them about the warranty, they said there was nothing they could do to replace the chair, but would instead give a discount on a new chair if I was "willing to buy one". A discount is not a warranty for replacement as stated. They also said they no longer have the chair available, which is sad but understandable since it was a special edition, but why not replace the chair as is stated in the warranty?Initial Complaint
11/21/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I ordered the chair on 11/11/2023 and paid $123.37. Order #******. The chair was delivered on 11/17/2023. I ordered the Footrest Series GT800A. After completing the assembly of the chair, it's not like the advertised pictures. The pictures on the website depict distinctive curves that contour the body. What was received does not look like what was pictured on the website of what was ordered, it is missing the curves especially on the lower backrest, and the front of the bottom cushion. Also, the back of the seat is lacking padding, and you can feel the metal bars inside the chair. The company said that it's my personal opinion. They said I can ship the chair back (at my expense) to see if I qualify for a refund. I would like them to pay for return shipping for the product that did not come as advertised, and guarantee a full refund.Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased a gaming chair for my son 8/17/23 for his birthday on 8/29/23. Within 2 weeks, the chair broke (the lever that moves the chair up and down and the base bent). I contacted the company via email and they wanted to attempt to fix. Sent a hydraulic part which did not fit the chair (wrong part anyway-hydraulic not the problem). Contacted them again via phone and was told they would send the lever mechanism which was broken. Again, they sent the wrong thing plus the lever is not interchangeable (not removable). Contacted the company once again via phone. Was offered a replacement chair and agreed to send to back the broken chair with the pieces they'd sent to remedy. Within an hour, got an email saying the time had passed for warranty (despite them offering a one year warranty on the website) and they would try to send a part. I sent email saying this was unacceptable and I felt they were not upholding their end. Was told this time they would refund our money and we'd receive a call back confirming in a "couple of days". Waited another 2 weeks. No call. I e-mailed them again last night and was told by a different rep they wanted to try and fix the chair again. Responded to them this is ridiculous and I contacted you (the BBB) to resolve. I feel they are deliberately attempting to pacify us and are doing nothing. At this point, I just want my money back. I don't want anything else to do with this company. They never read the notes the previous rep took (if any were taken) and you can never speak to the same rep. I am so very frustrated at this point after being put off and feel the only resolution is the refund I was promised 2 weeks ago. I have all pics, order info etc. If needed I can send but the company already has everything!Initial Complaint
11/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When I tried reaching out to customer support about a faulty part I received on a chair I bought on 11/25/22. They kept telling me it's the company I bought it froms fault even though in the manual they give you in the box they stay they will replace faulty parts and hold up on it. Well that's a lie. The customer support will fight you the whole time giving the exact same generic message to bring it back to the store. Granted the item is sold out at this time, but still they will constantly refuse for parts and try making it seem your on your never buying from this company ever again.Business response
12/19/2022
Business Response /* (1000, 5, 2022/11/29) */ RE:We received a complaint # XXXXXXXX on your business External Inbox info <**********@bbb-email.org> 3:36 AM (4 hours ago) to Heather Dear BBB team, thank you for contacting us. Please rest assured that we have been helping our customers solve problems. Unfortunately, the solution at that time may not satisfy customers. Now that we have contacted the customer, we are willing to give him half of the compensation. In addition, we also promise the customer that once the parts arrive at the warehouse, we will send the parts he needs immediately. Please believe, We are always here and willing to do anything to protect our buyers from any loss. Hope your team will give us a fair verdict. Consumer Response /* (2000, 7, 2022/11/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) This works for me since all I want is the part I need to fix the chair. They are willing to send me a replacement of the part and that's all that I ask for.Initial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a gaming chair from this company in 2019. The gas lift failed. On 11/2021 I ordered a replacement. It took a month to get the part in after many arguments and complains. I was charged $27 for it and it just recently failed again.Business response
02/28/2022
Business Response /* (1000, 6, 2022/02/16) */ Dear *****, Thank you for contacting us. We are sorry for the inconvenience associated with the replacement part. Please note that there is no warranty for our replacement part. As such, we are unable to process a refund for your order of the gas lift. However, if you would like to purchase a new chair, we can offer a discount of $40. Do you think that's acceptable? Look forward to your reply. Regards, GTRacing Customer Service Consumer Response /* (3000, 10, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their discount is within the desired range Business Response /* (4000, 12, 2022/02/20) */ Dear *****, Thank you for the reply. We have issued you a refund in the amount of $40 for your order of the new chair. And it may take some working days for the refund to be applied to your account. We hope you can be patient for a little longer and bear with us. Many thanks for your kind understanding. Regards, GTRacing Customer ServiceInitial Complaint
12/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered the best match set of a gaming chair and desk on Black Friday. On Tuesday 11/30 I received only the chair and the fedex tracking shows that was the only package. I would like the desk I paid for. I've emailed twice and called numerous times but no one picks upBusiness response
02/01/2022
Business Response /* (1000, 5, 2021/12/06) */ Dear ****, Thank you for contacting us. We are sorry that you failed to get in contact with us by telephone because the line was too busy, and we apologize that we did not reply to your email in time. The items were shipped with two parcels. We have shipped out your desk via FedEx with tracking number ************. The tracking status shows that it was delivered on 12/4. Please verify if you have received it. Thank you for your time. Regards, GTRacing Customer ServiceInitial Complaint
09/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a gaming chair and it cost $160.43. I bought it on Amazon and this is my order #: XXX-XXXXXXX-XXXXXXX. The item arrived damaged with scratches, low quality, bent, and stained. I was looking for the solution for a refund or replacement. But the agent only olution was here $15. I was extremely disappointed and sad at the solution. I did not think I will experience this with Gtracing. I am asking a refund of the total amount please.Business response
01/19/2022
Business Response /* (1000, 10, 2021/09/30) */ Dear, First of all, we are really sorry for that we did not bring customer a satisfactory shopping experience, but we have been trying our best to help customer solve the problems after learning about the problem which reported by our customer. We are also really sorry for the scratches on the seat cushion received by the customer, which may be caused by the carrier's violent transportation. And we offered two solutions to the customer: to resend new cushion or to compensate the customer with 15 dollars, but we found that the customer has not replied to us since September 8th. Now, we are in contact with the customer again. We would like to ask for the customer's opinion. We could send you a new seat cushion or compensate you with $15.Which solution do you think is better?Looking forward to your reply. Best Regards GTRACINGInitial Complaint
08/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
My friend purchased a PRO SERIES // GT505 for $135.75 on August 13, 2021. Tracking #************. The chair arrived about 3 business days later. When I was assembling the chair, I noticed that 2 of the parts (Adjuster and Connector) weren't lining up straight. These two parts connect the seat of the chair and backrest together. I have contacted them with multiple emails (roughly 12) trying to resolve this issue. I've sent them pictures of everything and they still make it seem like its a "user error". It's clearly not and it's a manufacturing defect. I have asked for a return label so I can send the product back and have requested they send me a new one. After not responding to that email, I have now requested a return label and a full refund. I still have not heard anything back from them and I'm worried I never will or that they will continue to give me the "run around".Business response
09/30/2021
Consumer Response /* (2000, 6, 2021/08/26) */ I ended up resolving this issue with the company and wish to cancel this complaint with the BBB. Thank You
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Contact Information
Customer Complaints Summary
12 total complaints in the last 3 years.
7 complaints closed in the last 12 months.