10 Second RacingReviews of 10secondracing.com

Reply from 10 Second RacingApr 8, 2023

Hello Phillipe, We responded to your previous review on 10/12/22 regarding your order. To reiterate what was mentioned prior, your order could not be fulfilled due to an invalid address. You were asked to provide an alternative, valid address in France, recognized by UPS international to ship your order. I personally reviewed the email chain history between our support team and yourself. I believe that our team made every effort to resolve the ship to address discrepancy in a professional and timely manner. It appears you attempted to bypass each email ticket case our support team opened to communicate with you. After you failed to communicate in a timely manner (after 7+ email attempts/3 weeks), we offered to cancel the order and refund you for the purchase. After not receiving a response to this offer, your financial institution notified our team of a charge dispute request. Considering we planned to refund you anyway, we accepted the chargeback request in good faith without disputing ourselves. I noticed you have created multiple accounts under different guises to leave reviews on our pages. Perhaps due to the frustration of our service team following corporate compliance. I believe I also personally offered a gift card and free merchandise to accommodate for your experience. That offer has now been rescinded. It is a pleasure to serve our loyal racers, it also a privilege to shop with 10 Second Racing. Wishing you all the best in building your 10 second car Phillipe. - Dan, Service Manager, 10 Second Racing 🏁

Reply from 10 Second RacingNov 23, 2022

Thank you for the kind feedback David! Dan, Service Manager, 10 Second Racing 🏁

Reply from 10 Second RacingNov 17, 2022

Hello Brysen, We are sorry to hear that your experience was less than optimal. I reviewed the communication history between the 10 Second Racing service team and yourself, it was quite extensive. To summarize the frustration you've experienced, it appears the manufacturer of the product delayed the ship date of the orginal product multiple times. Our vendor relations team attempted to switch the product to an alternative option after the delays to no avail. The vendor relations team has not recieved reliable feedback on a potential ship date for either item leading to now. I have personally submitted the cancellation request for your order with the manufacturer. I also plan to follow up with their team to verify why their claim of product availability contradicts what the our vendor relations team has been told. If you are still open to switching to another product that is in stock and ready to ship, we would be happy to help however we can. Otherwise, the credit for your order will be issued once we receive cancellation confirmation from the manufacturer. Thank you! We pride ourselves on exceptional customer service and take full responsibility if you were shown anything short. At 10 Second Racing you are not just a transaction, you are family. It looks like there may have been some miscommunication and we hope you give us the chance to make things right. Please give us a call at 888.257.1077 at your earliest convenience to discuss how we can make this up to you. In addition, please confirm your current address via email to [email protected] for complimentary merchandise and a $100 gift card. - Dan, Service Manager, 10 Second Racing 🏁

Reply from 10 Second RacingOct 14, 2022

Justin, We are sorry to hear that your experience was less than optimal. To follow up on your original review, your order was a product that is manufactured from scratch. Manufactured headers typically take 6-8 weeks to be made before they ship, this process could take longer depending on a manufacturer's production backlog. I personally reviewed the service history from Order #1916. I found there were multiple requests to cancel and re-open the order throughout the manufacturing process. If you were not aware, when a manufactured product is requested to be cancelled, all production progress halts with that request. Our partner network is willing to consider an initial order re-open request, however it is difficult to expedite production after four requests. Order re-open requests are pushed to the back of a manufacturer's backlog to prioritize orders that remain active. It is possible the process took longer than anticipated due to the amount of re-open requests. I also reviewed your concern regarding communication with our service team. Our call logs reflect that we missed one call from the number listed on Order #1916 during a peak call volume period. The missed call was returned shortly after and a service member connected with you. I noticed there were a multitude of calls placed on consecutive Sundays. Our standard operating hours are 8 am - 8 pm ET, Monday-Saturday. I reviewed inbound email messages from the email listed on Order #1916. The service team responded to each message received. If you are perhaps referring to limited communication via social media, I regret to inform you that our social media managers do not provide information related to order, product or tech related requests. I reviewed your concern regarding a refund request. I found the manufacturer held 50% of the order funds as a deposit after the third order re-open request to continue production. Our vendor relations negotiated this deposit in an effort to resume production for your order. After the final cancellation request, the service team offered to refund 50% of the order total in good faith. The other 50% held as a deposit with the manufacturer, was requested to be returned by the vendor relations team after production was confirmed to be halted. In several interactions, you refused to accept the partial refund and in one case threatened a service member. We did not challenge your dispute filed with your bank, again in good faith due to the nature of your order's situation. 10 Second Racing strives to provide an exemplary customer experience and does its best to mediate anything otherwise. Typically the service team offers free merchandise and a gift card to our online store for negative customer experiences. However in your case, due to a threatening an employee, I am withdrawing this offer on behalf of 10 Second Racing. It is a privilege to serve 10 Second Racing's fans with quality service. It is also a privilege to shop and do business with 10 Second Racing. I wish you best of luck building your 10 second car with alternative retailers and hope you have a better experience. - Dan, Service Manager, 10 Second Racing 🏁

Reply from 10 Second RacingOct 12, 2022

Dillan, We are sorry to hear that your experience was less than optimal. In regards to your attempt of contacting the service team by phone, we apologize for the experience you had. After reviewing our call logs, it appears you called several times this past Monday. Our service line was disabled due to the celebration of Indigneous Peoples' Day, better known historically as Columbus Day. The service team returned all missed calls yesterday and left voicemails for those they could not reach. I also reviewed our incoming emails and found a conversation thread that matched your name. It appears we responded to your service request last week and did not recieve a follow up reply. As for your social media comments that may have been effected, our social media accounts recieve a myriad of unsolicited comments shortly after posting. It is possible your comments were auto-scrubbed by our account settings in an effort to reduce spam. If you would like to email your social media user handles to [email protected], we will add you to our friendly list to prevent this from happening in the future. We pride ourselves on exceptional customer service and take full responsibility if you were shown anything short. At 10 Second Racing you are not just a transaction, you are family. It looks like there may have been some miscommunication and we hope you give us the chance to make things right. Please give us a call at 888.257.1077 at your earliest convenience to discuss how we can make this up to you. In addition, please confirm your current address via email to [email protected] for complimentary merchandise and a $100 gift card. - Dan, Service Manager, 10 Second Racing 🏁

Reply from 10 Second RacingOct 12, 2022

Phillipe, We are sorry to hear that your experience was less than optimal. I personally reviewed your order history and found several discrepancies that led to the cancellation/refunding of your order. The first red flag was the IP address used to checkout was quite far from the billing address listed on the order. The second concern was the shipping address listed was not recognized by DHL or UPS international as a valid location. We understand that we cannot accept international calls, however our service team did attempt to contact you via email mutliple times to clarify both the IP addess disparity along with the invalid shipping address. The team did not recieve a reply to those emails until yesterday. The response did not provide an explanation for the IP address nor location. The response requested that our team proceed to ship the order contents to the orginal address listed. Our team followed up today requesting a copy of photo ID prior to shipping the order contents to the requested address. We pride ourselves on exceptional customer service and take full responsibility if you were shown anything short. At 10 Second Racing you are not just a transaction, you are family. It looks like there may have been some miscommunication and we hope you give us the chance to make things right. Please give us a call at 888.257.1077 at your earliest convenience to discuss how we can make this up to you. In addition, please confirm your current address via email to [email protected] for complimentary merchandise and a $100 gift card. - Dan, Service Manager, 10 Second Racing

Reply from 10 Second RacingOct 12, 2022

Thank you for the kind feedback Salim! Dan, Service Manager, 10 Second Racing