Focus AttackReviews on record for focusattack.com

Reply from Focus Attack· May 2, 2026

For others reading this review: At the moment, we don't have enough information to reliably comment about the plexi and screws as we don't know what product this review is referring to. Typically we do not provide screws with plexi, but when we do, they are largely configured for the plexi they bought. If the plexi is for the Haute42, the customer can choose the bolt and screw set for their model separately. This is an optional purchase. At the moment, we do not know who the customer is, and whether they contacted us before writing this review. It is worthwhile to reach us if there is a problem. If a shipment is indeed lost, an order sent internationally is refunded. Our policy: https://support.focusattack.com/hc/en-us/articles/360043626271-What-is-your-policy-for-orders-that-are-lost-stolen-or-damaged We do not have a shipping partner. The customer chooses the carrier and method that they wish to have the order shipped. We reply to each review here because most of the negative ones deserve a full explanation as to what happened, and how we responded. Not all information is made clear by the reviewer. We want to help if there is a problem and if given the chance.

Reply from Focus Attack· Mar 23, 2026

Please understand that international orders are subject to transit times set by the carrier. We cannot control the ship time of orders once they leave our warehouse.

Reply from Focus Attack· Mar 23, 2026

We ask for 5-10 business days to ship custom artwork. No artworks we produce are in queue for 4 weeks. That said, did you contact us about issues related to screws and keycaps? If there are issues, reaching out by email is the fastest way to rectify issues with an order's non-custom components.

Reply from Focus Attack· Mar 23, 2026

Please understand that we provide full information explaining that low resolution artwork is subject to pixellation when printed. We cannot rework artwork that is submitted in this fashion. Additionally, we offer both templates and a free web application that allows to preview your artwork before submitting.

Reply from Focus Attack· Feb 20, 2025

Greetings, As before, this message is for others reading and the reviewer. I thank you for providing photos after our initial response to the negative review asking for an opportunity to rectify. Looking at the photos, one thing I noticed right away is the distance of the actual joystick lever from the buttons. The joystick in the RAP V (Japan Import) is closer to the buttons, whereas your hardware appears to have it further away. This looks like a Hori RAP 4 Kai. To explain further, I attached a screenshot showing the two layouts together. In red is the RAP V (Japan Import). In Blue is the USA RAP 4 Kai. Notice that the RAP V (Japan import) has the buttons lower and lever closer to those buttons. The template shown in your screenshot from Arcade Shock LAYERS. I then downloaded their RAP V and RAP 4 Kai templates from their website. I found that you downloaded the RAP 4 Kai template instead of RAP V. The second screenshot I attached overlays the LAYERS RAP 4 KAI template with their RAP V Japan Import template. I overlaid this with the original LAYERS template that you sent us. We provide our own Photoshop templates for every custom product we service. In each template we name the model clearly. This helps the customer ID the product template matches the model they own - provided they know which model they own. With the Hori RAP series, this is complicated by the fact they made several RAP models with slight variations to layout. Since LAYERS does not display which model the template is for, and the model you actually own is a RAP 4 Kai but instead requested RAP V Japan import, it's possible that both instances led to the issue we're now facing. To summarize: - You requested us to cut for RAP V (Japan Import) - You actually own the RAP 4 Kai, which has the buttons higher and lever placed further from the buttons. - You downloaded the RAP 4 Kai LAYERS template instead of RAP V. - We cut for RAP V (Japan Import) as you requested. I wanted to explain this clearly because the review implied that we made a mistake in cutting the artwork. It appears that the wrong cut was requested for the hardware. You need the RAP 4 Kai, not the RAP V Japan Import. This response echoes the reply we sent to you by email. We offered a discounted replacement unit as a courtesy despite the customer mistake, and hope you may consider adjusting your review. If Trustpilot would allow retailers to attach photo evidence we would, but they do not.

Reply from Focus Attack· Dec 27, 2024

Greetings Alfredo. For others reading this review, it's important to understand the timeline of events. 1. On December 13, we reported to you that the order was returned to sender due to an incomplete address. Our policy is to request payment of shipping should the customer want the order reshipped, or refund the order less shipping if they do not wish to have the order reshipped. 2. You responded that day requesting to reship. 3. On December 15, we sent an invoice for the shipping. 4. On December 16, you stated that the invoice did not arrive. 5. We resent the invoice that day. 6. On December 18 we received payment for the invoice 7. That same day, we shipped the order via USPS Tracking 9400111105502362335739. We sent you this tracking by email that same day. The specific email read: "Alfredo, Thanks for your patience. This order has been reshipped as of this afternoon. Please use tracking number 9400111105502362335739 to monitor your shipment's progress. Let me know if I can assist you further." 8. On Thursday, December 26, your order shipment was delivered at 1:10pm EST. 9. At 3:47 pm EST December 26, you submitted the following message. "I wanted to see if can get an update my order 385451, I ordered this in November  and I still have not received my items. This is the worst experience I have ever had with order from an online store. I don't want a refund I want what I have ordered. You will be receiving a bad review from me soon” To conclude: 1. Your November 26 order was returned to sender because the address was incomplete. The post office places such shipments as low priority, thus it may take 2+ weeks to return to us. We received the shipment back on December 13 and reached out that day. 2. We reshipped your order the very day we received payment for reshipping it (December 18). 3. We sent a message to your email with tracking that same day (December 18). 4. Your reshipment was delivered on December 26, according to USPS tracking. Such shipments may see extended delivery times due to the holiday schedule. I can provide screenshots of the email exchange between customer service and you. That is helpful for other reading your review, so they can understand the timeline.