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:03/17/2025

  Type:Delivery 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/17/2025

  Dear BBB,
  We are sorry to have kept the customer waiting for so long. We also understand the customer's feelings.
  Because the customized headrest is handmade, and different embroidery patterns have different difficulties and different working periods. So the customized headrest has not been sent to the customer yet.
  Please rest assured that we have urged the staff to expedite the process. For the inconvenience caused to the customer, we can apply for $8 compensation.
  In addition, we have sent an email to the customer. And are waiting for the customer's reply.
  Thank you for your understanding.
  Wish you all the best

  Business Response

  Date: 03/18/2025

  Dear BBB,
  We are sorry to have kept the customer waiting for so long. We also understand the customer's feelings.
  Because the customized headrest is handmade, and different embroidery patterns have different difficulties and different working periods. So the customized headrest has not been sent to the customer yet.
  Please rest assured that we have urged the staff to expedite the process. For the inconvenience caused to the customer, we can apply for $8 compensation.
  In addition, we have sent an email to the customer. And are waiting for the customer's reply.
  Thank you for your understanding.
  Wish you all the best

• Initial Complaint

  Date:05/13/2024

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Just send me the one hundred dollars partial refund. I will accept that to put this behind, I am very displeased with GTRACING. 

  Sincerely,
  
  **** *****

  Business Response

  Date: 06/04/2024

  This customer contacted us on May 8th saying that the chair was defective, and we responded to the customer immediately. We always follow the one-year warranty policy on the website, even though the chair had been used for nearly a year when the customer contacted us. We are willing to send the required accessories to the customer, but we cannot determine the delivery time of the supplier. We also informed the customer of this problem, but the customer was unwilling to wait for the accessories. We reported the problem to our superiors and made an exception to apply for a nearly full refund for the customer or send the customer a new chair of our best-selling product. For our respected customers, if the customer is not satisfied with our solution, the customer can try to contact us, and we will do our best to help the customer solve the problem. But we have not received a reply from the customer. But we have not received a reply from the customer. We will continue to improve the situation reported by the customer, and hope that the improvement will bring better service. Thank you for your supervision of our service.

  Business Response

  Date: 06/05/2024

  We have received the customer's response and have completed the customer's request. We once again express our apologies for the inconvenience caused to the customer.

• Initial Complaint

  Date:03/20/2024

  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 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

  Date:12/22/2023

  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.

  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 $183

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair 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 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

  Date:11/21/2023

  Type:Sales and Advertising 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 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

  Date:11/17/2023

  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.

  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

  Date:08/15/2023

  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.

  Please let me know if you need anything additional. I can forward email to you

  Business Response

  Date: 08/24/2023

  The armrest of the customer's chair could not be fixed and contacted us. After receiving the customer's reply, we responded to the customer's information as soon as possible. Due to the insufficient length of the screw, the armrest cannot be fixed. Our staff has sent new screws to customers as soon as possible. We hope that the problem with the customer's chair will be resolved as soon as possible. The staff has sent the tracking number of the parts package to the customer. Attached is a screenshot of the email. We want our customers' chairs to work just fine. We will try our best to solve the problem of the chair. If there is any damage to the parts, we can replace new ones for free. If the customer is not satisfied with the product and insists on return and refund, we will also respect the customer's choice.

  Business Response

  Date: 08/24/2023

  The armrest of the customer's chair could not be fixed and contacted us. After receiving the customer's reply, we responded to the customer's information as soon as possible. Due to the insufficient length of the screw, the armrest cannot be fixed. Our staff has sent new screws to customers as soon as possible. We hope that the problem with the customer's chair will be resolved as soon as possible. The staff has sent the tracking number of the parts package to the customer. Attached is a screenshot of the email. Packages are dispatched via ***. *** tracking number: 1Z0VE2140392207098. Although the tracking information is not updated, we will urge the carrier.
  We want our customers' chairs to work just fine. We will try our best to solve the problem of the chair. If there is any damage to the parts, we can replace new ones for free. If the customer is not satisfied with the product and insists on return and refund, we will also respect the customer's choice.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20471762
  
  I am rejecting this response because:

  Awaiting new screws to delivered, once I will attempt to see if that will solve my problem. I do not want to close case until my issue is fully resolved as I've made several attempts to contact this company and they never once got back to me until contact the bbb and filed a case. Thanks

  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/11/2023

  Hello, the screws did not work. Please do not close the case.Thank you 

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair 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.

  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

  Date: 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.