Focus Attack Anmeldelser 

Svar fra Focus Attack

Oppdatert: 2. mai 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.

Svar fra Focus Attack

23. mars 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.

Svar fra Focus Attack

23. mars 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.

Svar fra Focus Attack

23. mars 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.

Svar fra Focus Attack

Oppdatert: 20. feb. 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.

Svar fra Focus Attack

27. des. 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.

Svar fra Focus Attack

Oppdatert: 23. juni 2023

As we've said on Twitter and email, you ordered a print and cut service. Print and cut requires removing the lines. The Hori artwork and your artwork because you merged all of the lines from our template - were incompatible with the cut portion of the print and cut services. If you instead chose the non-commercial print services, we would just print it.

As for informing customers, we did the same day that the orders started coming in. There was no way to alert customers before hand as we did not have the Hori files. To get access, you much first purchase the hardware. We were in no position to buy the SF6 Hori Alpha just to see how their free SF6 themed artwork files were designed.

Next, our Photoshop templates are designed to have the lines removed during processing. However, we cannot do that if a customer merges the lines to the artwork. There is no way to edit the artwork without damaging the areas that contain the lines.

We tried explaining a number of these issues to you but unfortunately it seemed you were intent instead to leave negative review. There was a misconception of what the service entails, and unfortunately you submitted the artwork incorrectly despite messages directly on the template instructing you on how to properly submit. We have dozens of orders per week from those who have used our service and do indeed find the quality of the print and cut worth the purchase, which you can check in the product reviews. There are some customers in which you cannot please nor explain how to properly submit files to which they would understand, and we accept that may be the case here.

Svar fra Focus Attack

Oppdatert: 10. okt. 2021

Please note that the product description has photos of the entire kit in pieces. The photos show a built unit only as an example of finished build. Further, product options below the photos show that parts such as PCB, wiring, etc. are sold separately. We have sold these kits for many years. Most customers know that the product is a kit and not a full build.

Additionally, the photos each display a disclaimer that reads: "Product shown assembled with film mask removed. Kit will come unassembled with either a paper or color plastic film mask. Accessories or custom artwork not included"

Svar fra Focus Attack

24. juni 2021

Matthijs, as stated in my ticket response I would also reply here. For anyone else reading this, I explained to him that I would not have recommended LS-32 as our agent did at the time, given the mounting constraints of the Agetec. Our agent Joe is often quite attentive to tickets, so I am investigating why Matthijs' reply to the ticket on Monday was not responded to as of today. Often if a ticket doesn't cannot be answered right away, agents are to reply stating they are looking into it. This keep communication immediate and customer knows we're aware and working on a solution.

I have refunded the LS-32 joysticks that were purchased, and will continue to investigate the ticket responses.

Svar fra Focus Attack

8. mars 2020

Thanks again for the feedback! We're continuing to work on restocking imported products more often as funds and scheduling allow.

Svar fra Focus Attack

8. mars 2020

Please note that *all* listings for "blank" plexi say next to the label Availability: "Please allow up to 7-10 business days to process custom orders. Order will appear in the Custom Job Tracker."

This information is displayed as "availability" under title > price > brand > SKU > Weight

All plexi is custom cut on demand, including blank, as we offer choice of color and layout.