Normally I would give Torqen 5 Star, but this time a part was missed off on my order. That said once this was pointed out to them, they did their best to rectify the situation in record time, without... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ordered to norway, came fast and just as expected! would def give 5 stars but i find it hard to come in contact with torqen on email, instagram and phone. Hard to see if things are in stock aswel... See more
Company replied
Great product when arrived although slow as it was apparently coming from America. Responsive customer service
Company replied
Good customer service. Good prices. Good products. Quick delivery. What more do you want ? I contacted several companies before making my purchase - many never even replied. Torqen not only repl... See more
Company replied
Company details
Information provided by various external sources
TORQEN offers the most comprehensive selection of Japanese performance parts and mods in the UK. Our aim is to provide unrivalled customer service, while continuing to build an ever-growing collection of performance car parts.
Contact info
Unit 3 Quarry Court, Quarry Road, LU7 9GW, Pitstone, United Kingdom
- support@torqen.uk
- torqen.uk
4.5
Excellent
584 reviews
Replied to 100% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from TORQEN
Dear Tony,
Thank you for your succinct and positive review! We're delighted to hear that you rate our service as A1!
At TORQEN, we aim to provide top-quality service and it's gratifying to know that we've hit the mark with your experience.
If you ever need anything else or have any questions in the future, don't hesitate to get in touch. We're here to ensure your satisfaction continues.
Warm regards,
The TORQEN Customer Service Team
Do not trust these fraudulent company…
Do not trust these fraudulent company with your money, most of the items are Nil stock but they still take your money and not offer a refund been a month now and still waiting for my money to be refunded.
August 7, 2023
Reply from TORQEN
Dear Mr. Sekhon,
We are truly sorry to hear about your dissatisfaction and understand your frustration regarding the refund process. Please rest assured that at TORQEN, we are committed to ethical business practices and ensuring our customers' satisfaction.
Regarding the stock availability, we strive to maintain accurate stock information on our website, but occasionally there are discrepancies, especially with products that have limited availability or are sourced internationally. In instances where a product is unavailable, our policy is to inform our customers promptly and process refunds as quickly as possible or offer alternative products.
Concerning your refund, it was processed via PayPal following your request after we notified you of the product's unavailability. PayPal transactions can sometimes take a little time to reflect in the account, depending on the processing times of the financial institutions involved.
We also wish to address the matter of the several phone calls you made. At TORQEN, we uphold a policy of respect and professionalism in all our interactions. Unfortunately, the nature of the conversation, including the use of xenophobic remarks and insults, was distressing for our staff and contrary to our standards of conduct. As a result, this matter has been escalated and is currently under investigation by the Metropolitan Police. All evidence on this matter has already been provided to the Police.
Reply from TORQEN
Dear Damian,
Thank you for your positive review and recommendation. We're delighted to hear that you were satisfied with the product you received from us. Our team is dedicated to providing high-quality products and it's rewarding to know that our efforts have resonated with you. Should you need any further assistance or have more recommendations, please don't hesitate to get in touch.
Best regards,
The Customer Service Team at TORQEN
Reply from TORQEN
Dear Daniel,
Thank you for your enthusiastic review. We're thrilled to hear that you found our staff brilliant and our service quick and efficient.
Your commendation of our customer service is greatly appreciated. We strive to provide a seamless and pleasant experience for all our customers, and it's wonderful to know we've succeeded in doing so with your experience.
We look forward to the opportunity to serve you again in the future and hope to continue providing the excellent service you've experienced.
Warm regards,
The Customer Service Team at TORQEN
Avoid this company
Avoid this company , absolutely terrible , they sent the incorrect part from what ordered after 6 days, I ordered the part in again thrn it took them another 9 days to process the return and then they just cancelled the second order for no reason , tried numerous times to chase them up after over 2 weeks now tryin to get my money back , I’ve learnt a lesson don’t use middle men who don’t stock the parts they advertise , go direct to ur local main dealer , Terrible customer service
August 4, 2023
Bonnet arrived, in good condition, took its time though.
What follows is an entirely factual review with no emotion attached.
1) Ordered a bonnet from Vis Racing via Torqen on 15th July 2022 after being quoted an 8-12 week turnaround due to it being custom made and in America.
2) Received my bonnet 51 weeks later on 7th July 2023 and had to arrange and pay for my own transport to go and get it as Torqen could not find transport to the South West. Torqen agreed to reimburse us the cost of this, but nearly a month later and despite being chased twice this has yet to materialise.
3) Bonnet is of excellent quality and fits well.
Torqen did honour the price I paid, despite a price hike in the interim, however I found their communications to be lacking with me having to chase and chase over numerous platforms before updates were given.
There are known problems with Vis Racing, and Torqen let me know months into my wait time that they knew Vis are slow to fulfil orders. I find it disappointing that they did not tell me this at the time of order in order to manage my expectations, rather they carried on with the 8-12 week lead time quote, which at the time I had no cause to disbelieve. I would have still ordered a bonnet, just maybe not that one!
In conclusion - a mixed experience, the end result with the bonnet on my car is excellent, however the journey to get there was bumpy. I would happily purchase from Torqen again, but only an item that was confirmed to be in stock.
July 6, 2023
Reply from TORQEN
Hi Jenny,
Thanks for your feedback and purchase!
We really hope that VIS Racing can speed things up in the future as they have really great products but the lead times are ridiculous. We do understand this but we don't have a huge amount of control over this as we're solely a retailer for their products.
We're glad you finally have the bonnet and it looks awesome fitted to your Subaru!
We hope for your next order, there will not be such long delays. Do feel free to contact us beforehand so we can check!
Thanks,
-TORQEN Team
Great company!
Great company!
Placed many orders with Torqen and once or twice things aren't in stock so don't get dispatched immediately but nothing ever wrong or incorrect.
I can understand sometimes things don't get to you the very next day as these can source pretty much anything you could want for certain cars which I can't find ANYWHERE else online so this is truly a unique service.
Hats off and keep up the good work! 👍🏻
July 20, 2023
Unprompted review
Reply from TORQEN
Dear David,
Thank you so much for your supportive review and for acknowledging the unique service we strive to provide at TORQEN. We are thrilled to hear about your positive experiences with us, despite the occasional out-of-stock situations.
We appreciate your understanding regarding the dispatch times, especially given the wide range of specialised products we source for certain cars, some of which are indeed hard to find elsewhere. Our aim is always to deliver the best and most unique selections to our customers.
Your encouragement to keep up the good work means a great deal to us. We are committed to continuously improving and ensuring that your future experiences with us are just as positive, if not more so.
If you ever need assistance or have any queries in the future, please don't hesitate to contact us. We're here to help.
Warm regards,
The TORQEN Customer Service Team
Reply from TORQEN
Hey Michal,
Thanks for your kind words!
We hope to see you back again soon.
Thanks,
-TORQEN Team
Great experience
Answered questions quickly. Ordered and received parts quicker than expected.
July 9, 2023
Reply from TORQEN
Hey Phil,
Thank you very much for your awesome review!
We hope to see you back again soon.
Thanks,
-TORQEN Team
3 months and i have not my order
I have ordered in March 2023, and till today I have not received my order. When i wrote to them, they said tomorrow we will send it.
July 6, 2023
Reply from TORQEN
Dear Jean-Michel,
We appreciate your patience and understand your concerns regarding the delay in receiving your order for OEM parts for the Datsun 240z. Due to the age of the vehicle and the rarity of these parts, sourcing them from various global locations has indeed taken longer than anticipated. We sincerely apologise for any inconvenience this delay may have caused.
We want to assure you that your order, tracked under UPS 1Z503E666815775601, has been a priority for us and we have kept you informed via emails throughout this process. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are committed to ensuring that you are completely satisfied with your experience.
Thank you for choosing TORQEN, and we look forward to resolving this matter to your satisfaction.
Kind regards,
The Customer Service Team at TORQEN
Amazing customer service
I needed a part to be sourced from JP and the customer service has been great throughout the process of my order! From this, i have asked for another product to be sourced.
April 3, 2023
Unprompted review
Reply from TORQEN
Dear Raj,
We're truly grateful for your positive feedback about your experience with us. It's wonderful to hear that you were pleased with our customer service during the process of sourcing your part from Japan. Our team strives to ensure smooth and efficient service, especially when dealing with international suppliers, and your acknowledgement is greatly appreciated. We're also thrilled to assist with your request for another product. Please feel free to reach out to us anytime if you have further needs or questions.
Best wishes,
The Customer Service Team at TORQEN
Reply from TORQEN
Hey Olivier,
Thank you very much for your amazing review!
We hope to see you back again soon.
Thanks,
-TORQEN Team
Fuel return kit
Great communication from the team at torqen always helpful made a big purchase easy.
July 2, 2023
Reply from TORQEN
Hey Callum,
Thank you very much for your great review!
We hope to see you back again soon.
Thanks,
-TORQEN Team
The customer is their business don’t use
Hi I am in my sixties and this is the worst case of customer service I’ve ever had the misfortune to come across. I ordered part via their chat room as they wouldn’t answer the phone. As parts had to come from the USA they said they could take up to 14 days after three weeks I phone to get an update only to be told that the exhaust was no longer available. When I asked why they had not let me know this and I had to find out when I phone three weeks late only got feeble excuses.
I then cancelled the order. I received a phone call to say that they had found one in the USA for me and would be about two weeks. So gave they a second chance as I thought they may be making up for their mistake. My mistake so going with this as all I got was excuses and the exhaust never turn up. So cancelled the order again. No surprise no refund, in the end had to go through credit card to get my money back. Then they finally sent through a cancellation. I feel that there was no customer service or feed back as the customer is their business then I recommend you don’t use then.
June 4, 2023
Unprompted review
Reply from TORQEN
Hi Graham,
Thanks for your feedback.
We appreciate parts at the moment can take some time to arrive, it's just the way the industry is currently. Especially for vehicles which are long discontinued and made in the 1970's, as I'm sure you can imagine, parts are becoming rarer and rarer as well as much harder to source.
As per the updates from the manufacturer, we would have relayed on the same information which we were given, unfortunately due to the number of backordered products we have, we do ask that you contact us for a new update as it's physically impossible to update everyone. Manufacturers also don't tend to give us updates unless we ask for them, meaning it's a constant cat and mouse game.
I do apologise for your experience and hope if you do use TORQEN again, you will have a better ordeal.
Your refund has been processed.
Many thanks,
-TORQEN Team
Never sent parts and messed me around over a month
Ordered Nissan parts 18/5, chased by email and phone six times but told load of rubbish and excuses by "Koz" 2nd part coming Friday, all here now shipped next Friday blah blah now 26/6 still nothing received. Total waste of my time for parts I could have got at dealer next day service - BEWARE AWFUL CUSTOMER SERVICE AND DISHONEST. Had to get a refund from Paypal shame on you!
Update - their reply below is total bull, was told twice that parts had arrived and would be shipped, now they blame delays? Ordered from Nissan dealer arrived next day and cheaper price - lesson learnt
May 18, 2023
Unprompted review
Reply from TORQEN
Dear Pete,
Thank you for your feedback regarding your order of the Nissan parts placed on 18/5. We understand there have been significant delays and for that, we are addressing the concerns raised.
The parts, a 350z Nissan OEM Water Drain Plug Packing Gasket O-Ring Seal and a Nissan OEM Air Relief Plug, totalling £9.59, required sourcing from Japan, which unfortunately extended the delivery time more than usual. We acknowledge your decision to opt for a refund through PayPal for the total amount of £14.58, including shipping rather than requesting it directly with us.
We are taking steps to improve our communication and processes to prevent such occurrences in the future. Your input is valuable in this effort.
Thank you for your patience and for bringing this matter to our attention.
Best,
The Customer Service Team at TORQEN
My order was delayed for weeks
My order was delayed for weeks, which is fine but I hade no update or any communication until I asked what’s going on. When I did I got a general replay about delays from suppliers, shipping etc. I know how it works, I import stuff from china and us. Delay is fine if the customer service is on top of it and actually trying to inform you. Hope they can improve.
June 4, 2023
Reply from TORQEN
Hi,
Thanks for your feedback!
We currently have over 400 products on backorder meaning individual updates are hard to keep up with, although we do try our best.
We are also working on a new website which will allow us to update customers who order the same parts in bulk, making it much easier and faster to communicate, hopefully this will resolve issues like this.
We hope your next order with TORQEN will be a better experience.
Many thanks,
-TORQEN Team
Best experience I ever had visiting them !
I had the privilege to visit their warehouse and get help with some parts fitted on my car. They don't offer fitting services but I was lucky enough to meet the people behind the scene which I have to say they are genuine involved in helping out the motorsport community.
Huge amount of technical knowledge convinced me they're the right people to ask any questions/issue you might have.
Parts are priced competitively but sometimes come at the cost of longer shipping times due unforeseen circumstances which are out of their control(Can't unblock the Suez Canal but I'm sure they would try just to make customers happy).
Will definitely buy again and would recommend them to anybody.
Thank you !
June 22, 2023
Unprompted review
Reply from TORQEN
Hi Florin,
Thank you so much for your kind review! It was great meeting you.
We hope to see you at TORQEN again soon.
Many thanks,
-TORQEN Team
Reply from TORQEN
Hi Aurora,
Thank you so much for your kind review!
We hope to see you at TORQEN again soon.
Many thanks,
-TORQEN Team
Reply from TORQEN
Hi Michael,
Thank you so much for your kind review! We will let the logistics team know you're pleased with their speedy service.
We hope to see you at TORQEN again soon.
Many thanks,
-TORQEN Team
Just because you can buy it, doesn't mean it's in stock!
Ordered parts on 17th May 23 for a service job booked in for 27th May innocently thinking basic parts like spark plug would be in stock.
After a week I chased for my order to find out the parts were not in stock and would need to come from the US. Website should state this!
Communication was pretty good keeping me updated but in the end it was agreed that I'd take what was in stock and be refunded for the rest as it would not arrive in time for when the car was going into the garage for work.
Despite multiple emails still no refund...
Had to raise a PayPal dispute to initiate refund which still has not happened, but is being dealt with by PayPal.
The "Thermal gasket" for the GTR is also "garbage and badly cut" - the tuner refused to fit it so maybe don't bother buying one of those if you're considering it.
June 1, 2023
Unprompted review
Reply from TORQEN
Hi,
Thanks for your feedback.
Apologies for the delay on your parts, we don't have everything on the website on the shelf as we have over 100,000 products listed on the website. Currently, we understand we are lacking stock check and our full time web development team is working on a fresh website with more features (stock check, automatic order updates and more).
At the moment, we do advise either checking before ordering, while it may not be ideal - it won't be much longer before the process is made smoother.
We would also like to apologise for the delay on your refund, while we strive to get your money back as quickly as possible, we only have one agent who is authorised to issue refunds. I will ask our finance team to look into ways we can streamline this process.
In regards to the Thermal Gasket for the GT-R which you ordered, this isn't a product made by TORQEN, just something which we stock. Unfortunately we have no quality control on the manufacturing of parts which are made by third parties. We do however try to stock only premium brands to minimise the risk of faulty or poorly made parts.
We hope your next experience at TORQEN will be better.
Many thanks,
-TORQEN Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.