Spartan Races Customer Service Issues

Hello Spartan Support Team, I took part in the Spartan Super event in Conyers, GA on October 5th. During the race, my tracker fell off, causing my results to be inaccurate. Although I started in the 1:00 wave at around 1:02, my official start time was delayed by 4 seconds due to the crowd. As a result, my finish time is currently showing over 3 hours, when it actually took me just over 2 hours. I finished the race at 3:12:29, and I can provide a photo of myself at the fire jump at 3:12:27 as proof of my actual time. My bib number was [redacted], and you can reach me at [redacted] Thank you for your assistance in correcting my results on both the official page and Athlinks. Best regards, Zach K.

I participated in a race in the Poconos on July 13th with bib number [redacted]. My name is Connie Mendez. Unfortunately, I had a serious injury on the monkey bar obstacle and have been out of work since due to reconstruction surgery. I understand that Spartan race should cover medical expenses not covered by my insurance, but there seems to be confusion about this process. My insurance company expects repayment as they have already paid a significant amount. My doctor anticipates I will not be able to walk or work for nearly a year. Despite the difficulties, I remain hopeful for a full recovery and look forward to participating in another race in the future. I appreciate your help and understanding in this situation. Thank you.

Hello, my name is Diondre Clay. I am looking to request a refund for the Spartan Race tickets I bought for the event in Jacksonville, FL, on February 22, [redacted]. I recently received last-minute military orders as an inactive reserve member, and I have mandatory duties in a different city which coincide with the race weekend. Unfortunately, I won't be able to attend due to this unexpected obligation.

My partner and I had signed up for a 3:30 pm slot today, but we noticed we were actually booked for 12 pm instead. We did not receive any notification about the time change, just numerous Black Friday sale emails. Could you please advise us on how to switch to a different race on another day or obtain a refund? Additionally, is this a common issue? It seems odd to have afternoon slots available if they go unused. I had work in the morning, which is why we selected the later time. Thank you for your assistance in advance.

I bought the Age Group [redacted] pass and signed up for seven Spartan races via the linked ChronoTrack for a discount. When I tried booking an eighth race on the Spartan site, the discount was no longer applied. The purchase process changed, redirecting me to a new Spartan page to sign in, where it doesn't show my pass or past orders. Despite having emails for my previous purchases, I can't use my pass for new races or connect my ChronoTrack to Spartan.

Hello, I'm Michael M. Recently, I bought a ticket for the San Jose Super Race on Feb 15th via Groupon. I was disappointed by Groupon's deal. Upon registering for the race on my phone, I discovered a disclaimer stating I could only race after 1pm. My team, Resident Crossfit, begins at 9am, so I hoped to run together. I initially thought I was just saving money, but I am willing to pay the difference to join my team. Racing as a team was vital to the experience for us. I'm struggling to locate a way to reach Spartan Race. Your assistance is appreciated.

To whom it may concern, Issue #1: We were provided with deferral codes for the Las Vegas Super and Kids Spartan race after the cancellation in March. When we attempted to use one of the codes to register my husband, Justin Gundry, there was an issue. The code appeared under my name, Karen Gundry, instead of his. Customer service agent Gary informed me that the code used for my husband was registered under my email address, [redacted] Unfortunately, the order #[redacted] is not visible in my account, and I am unable to edit the information for my husband. Could you please resend the order confirmation email to my address so I can update the details for my husband? It does not appear in my sprint login under [redacted], and we have been trying to reach Gary for four days without a response. Issue #2: My daughter, Heidi Gundry, was initially signed up for the Kids Las Vegas Spartan in March. Due to the event's cancellation, we received a deferral code for her. She is now unable to register for the Utah Kids Spartan as it has also been canceled. When attempting to register her for the [redacted] Las Vegas Kids Race, there was an age restriction issue since she will be 15 at the time of the event. Heidi, who has Down Syndrome, requires adaptations due to her low muscle tone; hence we need her to be in the kids' race. We are seeking guidance on how to proceed with her registration under these circumstances, as we have yet to use her registration code.

I never received my order and am unsure if this is a scam. I am unable to return something that was never delivered. Please assist me with a refund for the undelivered items. Hi Mike, Thank you for informing us about the undelivered items from your order. Upon checking, the items were shipped out and marked as delivered on Aug. 13th, [redacted]. If you wish to return the items, you can send them back to our address at Rakuten Super Logistics/Spartan Race, [redacted] Lasley Avenue, Hanover Township, PA [redacted]. Kindly note that return shipping costs are the responsibility of the customer. For processing the return, please include the original packing slip or a note with your order number in the return package. Once the items are received, we can facilitate an exchange or issue a refund. Please provide the return tracking number and the shipping company used for the return. Feel free to contact us if you have any further questions. Jefferson P. Spartan Support

Yesterday, on 9/14/20, I registered for an event in Las Vegas on 3/27/21 for four people. However, when I tried to pay, I received an error message about changing the time slot. After adjusting the time slot, another error about insufficient funds came up, but the transaction amount was deducted from my card without any receipt or confirmation email. Despite emailing the company five times, I haven't received any help or acknowledgment. I also contacted the help desk, and they claim to have no record of my transaction. I even spoke to my bank, and they confirmed that the transaction went through on my account.

I am awaiting a response from Rob Neitzel. He assisted us during the Covid situation when our race got postponed. However, upon trying to rebook for this year, I noticed that the prices have seemingly more than doubled. I am concerned about this increase and would like to understand why. In the past, when my husband and I participated or when my husband, uncle, and I joined, the costs were between $[redacted] and $[redacted], but now for three participants, it exceeds $[redacted]. I hope this price hike is not due to Covid-related charges, as the event is held outdoors in waves. If there are additional costs, I believe a refund should be offered. Since the races were not held and no fees were incurred, I am expecting a full refund if necessary. I hope to receive a prompt response to clarify this matter, as I am looking forward to participating in the race in May. Thank you.

I have been trying to contact Spartan Race UK since April. Despite sending over 15 emails through the website's help button, I have only received standard automated responses and no actual replies. I reached out to Spartan Race US for assistance, but still have not heard back from Spartan UK. I am seeking a refund for a [redacted] season pass that was rolled over to [redacted], but the changing race dates have made it impossible for me to participate. I have sought help from Citizens Advice and currently have the financial ombudsman involved. The lack of communication has led to consideration of legal action for company negligence and compensation for the disregard of my concerns.

I was informed that I wouldn't receive my Trifecta medal due to the season/year transition. Despite several race cancellations I faced in pursuing the Trifecta, my husband, who serves in the Navy, and I, both essential workers, had meticulously planned our races for [redacted] and [redacted]. Attending the recent NC races to earn our Beast and Super medals only to discover we wouldn't be receiving our Trifecta medal was disheartening. I feel let down by the lack of flexibility considering the circumstances. It's frustrating as the medals I earned are dated [redacted], making it hard to accept that races in late [redacted] fall under the [redacted] season. It would mean a lot if there was more consideration given to Spartans like me striving to achieve their goals.

I registered for three races for the [redacted] race season. - 10k in Conyers, GA on March 19th - 5k in Conyers, GA on March 20th - 21k in Vernon Township, NJ on April 30th When I bought the tickets, I asked for a 9:30 AM start time for each race. However, I noticed that the time is still pending. I kindly request to have the pending status updated to 9:30 AM for all three races. Thank you.

I purchased a Trifecta Pass in November and signed up for the June 11th Bethel, NY race, among 2 others, but my Trifecta Pass wasn't applied, and I was charged for the Bethel Race. Spartan credited my account, but the race still shows as canceled, not claimed like the others. I'm supposed to run this weekend with a team. How can I fix this and use my pass for the race? My name is Erica G. and my email is [redacted] Thank you for your assistance.

My father gifted me a race for Christmas. I had requested to be part of a team, and he completed all the forms and gave me the e-ticket. However, he lives far away, and I am struggling to access his account to make edits. His email is [redacted] (John Letts). The race is the London South East Spartan Super 10k on Sunday, October 9, [redacted], with Order #[redacted]. He mistakenly entered [redacted] instead of my correct email, [redacted] I am scheduled for the 9:30 wave time and part of team Fishy Fish (my friend, Mike/Michael Fisher). I have now created a Spartan account under my correct email ([redacted]). Is it possible to transfer all the information to my account? My father can confirm, and his mobile number is [redacted]6. My mobile number is [redacted]7. Thank you. Amy Brace, 3 Genovesa Way, Eastbourne, BN23 5BS.

I attempted to transfer my registration from the Golden Gate trail race on Nov. 19, [redacted]. When I accessed my account and selected "change order," it indicated that there were no entries available to transfer. I was mindful to initiate this before the 30-day deadline. I require assistance in transferring both mine and my husband's registrations to different races. I am keen on participating in another race and do not wish to forfeit the $[redacted] spent. I also sent an email the other day.