Rival Motorsport Reviews 51

Reply from Rival Motorsport

Dec 30, 2024

Hi Robert,

It’s disappointing to see that you’ve taken your dissatisfaction to multiple platforms, leaving repeated 1-star reviews despite the situation being entirely down to your own misunderstanding. While we value feedback, it’s clear this has become less about resolving an issue and more about creating unnecessary noise. Let’s address the facts again.

The product you purchased is a custom-made braided clutch line, created in the Orange colour you selected. At no point in the product title or description does it state or suggest that this is a “Master to Slave cylinder braided line.” The product title is clearly “Braided Clutch Line,” and the description specifies its purpose while also making it clear that the image used is “for illustration purposes only.”

Your assumption that this was something other than what is explicitly described was entirely incorrect. The information provided on the product page is detailed and accurate, and we encourage all customers to read this before placing an order to avoid misunderstandings like this.

Despite your failure to check the details, we reached out to explain the situation after you were not happy with our reply. Instead of working towards a resolution, you immediately refused to engage in a constructive conversation and chose to escalate the matter through PayPal.

As this is a custom-made item, it is non-returnable under both our clearly stated refund policy and UK law, specifically the Consumer Contracts Regulations 2013 (https://www.legislation.gov.uk/uksi/2013/3134/contents/made). These regulations are in place to protect businesses like ours from situations where bespoke items are wrongly ordered due to customer error.

Your suggestion that we “lied” or misrepresented the product is completely unfounded. The product delivered matched your order exactly, including the specifications you chose. Unfortunately, the only issue here is that you made incorrect assumptions based on the image, despite the description explicitly stating it was for illustration purposes only.

We pride ourselves on fairness and excellent customer service, as reflected by the many 5* reviews we receive. This situation is the result of a misunderstanding caused solely by your failure to read the provided information. We stand by our transparency and the quality of our service.

Kind regards,
Rival Motorsport

Reply from Rival Motorsport

Updated Apr 8, 2024

To clarify our side of the story and ensure transparency and understanding between us: Your order included two custom PCD wheels with a unique ET offset, along with two standard wheels directly from Japan Racing's inventory.

The four wheels received do fit your car, delivered exactly to the specifications you provided in your order. The primary concern arose from the discrepancy in the sizes of the pocket holes.

Initially, both you and ourselves believed that all wheels featured 17mm holes. To address your concerns about the fit, we recommended tuner bolts (which we offered for free), a common solution for aftermarket wheels with smaller pocket sizes, to ensure compatibility across all four wheels - these can be fitted to the larger size pocket holes and the smaller size ones no issue.

Further conversations revealed your uncommon setup involving a titanium wheel stud and nut conversion, for which our standard tuner nuts, being made of steel, were incompatible. Despite this unforeseen challenge, we proposed a £50 refund to contribute towards the machining costs needed to adjust the pocket holes to your specifications. At this point, we were still under the assumption that all pocket sizes were 17mm and had no reason to offer any money other than being helpful.

It was only upon your visit to the machine shop—not when you unboxed them, contrary to what was previously stated—that the difference in pocket hole sizes became evident: the custom wheels were indeed 17mm, while the standard wheels from Japan Racing could accommodate your titanium nuts without modification, as they had larger pocket holes. This discrepancy was as unexpected for us as it was for you, given our understanding that all four wheels had uniform pocket sizes.

In response to your dissatisfaction with the mixed-size pocket holes, we sought further assistance from Japan Racing. Although they indicated that such variations are standard for a mix of custom and off-the-shelf wheels, understanding your frustration called for further steps, we took the initiative to elaborate on the situation, demonstrating our support for you in this matter. Therefore, we secured and passed on to you an additional £60 credit from Japan Racing, a gesture extending beyond standard customer service.

Throughout this process, our intention was to support you to the best of our ability, armed with the information available to us at each step. The measures we took, including the initial refund and subsequent credit, were efforts to rectify the situation and align with your expectations, even before the full extent of the issue was known.

We understand the importance of customer feedback and take your 1-star review seriously (our second 1* review in 7 years). However, we believe the efforts we made to address the situation reflect our commitment to customer satisfaction and support. In our view, the 1-star review is not justified.

Reply from Rival Motorsport

Updated Apr 8, 2024

Hi Scott,

Thanks for leaving your review on Trustpilot. We're just a small UK business, and we really do care about what our customers think.

It seems the delay with your custom wheel order has really bothered you, and for that, we're sorry. The delay was caused by issues with Japan Racing during a really busy season and the extra work needed to get your wheel right as it was custom to your spec. Sometimes these things happen, even though we do our best to avoid them.

We could've been a bit quicker with some of our updates, and we're definitely working on improving that where possible. We did try to get in touch with you through email and phone again recently, but unfortunately, we didn't hear back.

If there's anything else you need from us, just give us a shout.

Kind regards,

Jack