I left a review about a product, but it wasn't immediately posted to the site. What gives?

We're always glad to receive feedback about a product sold at Focusattack.com. However there are some important points when staff checks review comments, especially if the review skews negative.

Is the review referring to an uncommon technical issue they experienced?

When someone leaves a negative review for a product, especially citing an unusual fault that isn't consistent with other reviews, we ask for an opportunity to address it with our support team.  

We encourage customers to contact us (via support@focusattack.com) if there are any unexpected issues with hardware rather than leaving a negative review, as it allows us to investigate and resolve, hopefully offering a better experience.

Reviews are useful for those who are inquiring on the overall quality of the product, but occasionally such products, especially electronics, can have a technical defect. It is also possible that the product has a user install issue that causes it to function unexpectedly. It is worthwhile to inquire about troubleshooting the product, and allow us to determine that it needs replacement or refund.

You can learn more about our defect replacement policy.

Has the customer purchased the product from us?

Occasionally we receive review comments from customers who have no order history with us, or whose order history does not include that product.  We have to question the legitimacy of the review, as we cannot verify that the customer has purchased it from us.  Why did they decide to leave a review on our site if they did not purchase it from us? Why not leave that review on the site it was purchased from? Is the negative review genuine? The review comment section is for customers who have purchased the product from focusattack.com.  



Have more questions? Submit a request


Powered by Zendesk