Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Razer USA Ltd has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd.

  3545 Las Vegas Blvd S Ste L27 Las Vegas, NV 89109-8978

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a headset through Razer and the sound is choppy. Their customer service chat support consistently refused to elaborate or clarify when I was requesting technical assistance and refused to connect me with the refund team directly. I want a full refund of $123.33 for the defective product that they refused to troubleshoot.

  Business Response

  Date: 12/02/2025

  Razer support has reviewed the customer's concern and if the customer would want to return the unit, the customer may process the return via *******************************************************. ************************** orders made between November 10, 2025 and December 31, 2025 are eligible for returns until January 14, 2026.

• Initial Complaint

  Date:11/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So basically some digit of my razergold giftcard is damaged despite providing the receipts and giftcard the support kept stringing me along for days shd refused to give me my pin asked for all sort of stuff but in the end they couldn't just give me my giftcard.

  Business Response

  Date: 11/25/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:11/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A mouse I purchased on 1/16/2025 started double-clicking without me telling it to, making it unusable. I contacted ****** (where I purchased the mouse) and they told me it is Razer's responsibility as the manufacturer.I contacted Razer with my proof of purchase. However, Razer will not replace the mouse under warranty because the serial number on the bottom of the mouse is partially worn away. However, this is because the serial number is printed on the highest-friction area of the bottom of the mouse. This is Razer's fault as they are the designer and manufacturer. Razer provides no way to obtain the serial number from the mouse's software or device settings. So it is their own design that has caused the serial number to be unobtainable.Under 15 U.S.C. 2304(b)(1), any condition for warranty service must be reasonable. It is unreasonable for Razer to refuse my warranty service when their design caused the serial number to be unobtainable.

  Business Response

  Date: 11/19/2025

  Razer support has reviewed the customer's concern and we ask the that the customer contact the reseller as the customer purchased the unit from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers.

  Customer Answer

  Date: 11/27/2025

  
  Better Business Bureau:
  

  I contacted the reseller and resolved the issue.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******
  
   

  
  

• Initial Complaint

  Date:11/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** is absolutely horrendous. zero care for the customer all they care about is wasting time with nonsense troubleshooting. i have been waiting over a week for the supervisor ***** to get in touch with the higher management to get my replacement chair shipped to me. but he tells me no one has gotten back to him. im not going to sit around forever waiting for a replacement... if i have to i will order 2 new chairs off ************************ and dispute my credit card since no one wants to resolve this issue and honor the warranty. this is absolutely disgusting and unprofessional. i expecr a resolution within 48 hours.

  Business Response

  Date: 11/19/2025

  Razer support would need more time to review the customer's concern. We are currently coordinating with the designated department in order to fully address the customer's concern.

  Customer Answer

  Date: 11/25/2025

  I was told I would have a resolution by today Tuesday 25th of November 2025 and still not resolution . This company has tons of complaints abd all they care about is having authority over their customers and not honoring their warranty. They want you to pay up front so they can steal your money in the long run ..the customer service is really non existent . They should learn from the pros at logitech who have been in business for quite sometime 

  Business Response

  Date: 12/02/2025

  Razer support has requested a video demonstrating the reported issues to proceed with an alternative solution that would avoid returning the chair. The cushion concern was described as more noticeable when sitting rather than visually apparent, which makes video evidence important for evaluation. Razer support explained that without the video, it will be difficult to move forward with the *** process. Customer agreed to send the video in order to provide more insights to the customer's concern.

• Initial Complaint

  Date:11/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Razer Blade 16 (Order #RZUSWP1000002028079) on September 29. Within the first 12 weeks of normal use, multiple defects appeared: bottom rubber foot detaching, paint chipping, bent ventilation fins, and LCD silvering visible from behind the panel. These issues were present early and match the defects I experienced on two previous Razer units.I reported the issues immediately and sent the laptop to Razer on October 21 under warranty (Case #******-000046, RMA #RZC-2195346). Razer kept the device for over three weeks. Despite the defects showing up almost immediately after delivery, Razer repeatedly labeled the damage as customer-induced without providing any technician photos, inspection reports, or evidence supporting this conclusion.I provided multiple videos and photos showing the defects before the laptop was shipped for repair. Razer still refused warranty coverage, refused refund, and stated they would only return the device unrepaired unless I paid for major part replacements.I am requesting BBB assistance because the product was defective within the normal return/warranty period, and I have been denied fair resolution even after weeks of communication and escalation.

  Business Response

  Date: 11/18/2025

  Razer support has thoroughly reviewed the customer's concern alongside the technicians report from our authorized repair center. Based on documented findings, the unit exhibits damage classified as Customer-Induced Damage (CID), which falls outside the scope of coverage under the warranty terms agreed upon at purchase. The warranty expressly excludes damage resulting from misuse, unauthorized alterations, or external impact, and the evidence confirms these conditions apply. Accordingly, the claim cannot be approved for warranty service.
  

• Initial Complaint

  Date:11/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Purchase: October 5, 2025 Amount Paid: $3,671.98 Order Number: RZUSPP1000002036989 What Business Committed to Provide:Functional Razer Blade 16 laptop with RazerCare Elite warranty.Nature of Dispute:I purchased this laptop in good faith and was excited to receive it. Upon delivery October 10, 2025, I discovered it was defective with random shutdowns, unresponsive trackpad, and unresponsive keyboard. I immediately requested a return on October 19, 2025 (9 days after delivery).After receiving RMA confirmation, extenuating circumstances prevented me from shipping by their October 26 deadline. I then researched online and discovered:Widespread identical complaints - These exact defects are reported extensively by other Razer Blade customers, indicating systemic manufacturing issues *** Settlement - In January 2025, the *** ordered Razer to pay $1.1 million for deceptive consumer practices. I purchased AFTER this settlement.NY Law Violation - Razer violated NY General Business Law 218-A by failing to display their return policy during checkout. I have screenshots proving this. Under NY law, when no policy is posted, retailers MUST accept returns within 30 days. I requested mine on day ********** Resolution Attempts:Contacted Razer November 4 explaining the defects and NY law violation. They refused to issue a new *** label or acknowledge they are legally required to accept returns within 30 days when policy is not disclosed at checkout.

  Business Response

  Date: 11/06/2025

  Razer support has reviewed the customer's concern and based on our thorough investigation, the customer has a active return processed via ****** with RMA number RMNRZ000000000045751. If the customer would want a new PPL for the return of the defective unit. Razer support will be contacting the customer for more details and provide the necessary resolution.

• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 28th I paid the deposit for an express replacement of my Razer Kraken V3 Pro headset which retailed for over $200 and featured premium functions such as Razer HyperSense haptics THX Spatial Audio and wireless connectivity.Razers support team (agent **** Case #************) later informed me that my original model was unavailable and offered me a Razer BlackShark V2 Pro 2023 instead. This model retails for around $120 to $160 and lacks multiple premium features present in my original headset. Despite acknowledging my concerns Razer refused to provide an equivalent or newer replacement such as the Kraken V4 Pro or offer a refund equivalent to the original headsets value.Additionally Razer failed to communicate within the promised timeframe for providing a tracking label. I waited four days past the stated delivery date before any response which caused unnecessary delays.Under the ******** **** Warranty Act and standard consumer protection practices a manufacturer must replace an unavailable product with one of equal or greater value. Offering a lower tier replacement violates these principles and is unfair to the customer.I am requesting that ********************** either Provide an equal or higher value replacement such as the Kraken V4 Pro or Issue a refund equivalent to the Kraken V3 Pros original MSRP.I have retained all chat logs timestamps and payment confirmations as documentation and can provide them upon request.

  Business Response

  Date: 11/06/2025

  Razer support has reviewed the customer's concern. For RMA *********** refund is currently in process as we have did not have a one is to one advanced replacement available for the customer's unit. With regard to the replacement of the defective unit, a new RMA has been created, RMA RZC-*******. For more updates, we ask that the customer continue to communicate via the provided case number 251028-001843 for updates and any further concerns.

  Customer Answer

  Date: 11/08/2025

  Thank you for the update. Razer has confirmed that my original deposit is being refunded under RMA RZC-******* and a new RMA (RZC-2206954)
  has been issued for the replacement of my headset with the Razer Kraken V4 Pro.I have received the return label and paid the new advanced replacement deposit.
  I will consider this matter resolved once I receive the replacement device and the original deposit refund is completed.
  I appreciate everyones assistance and will update this case once fulfillment is finalized.

  Business Response

  Date: 11/12/2025

  The customer's replacement unit has been delivered last November 9, 2025.

• Initial Complaint

  Date:10/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 different Razer Gold game cards, the first one was for $50 and the second one was for $80. I purchased both cards at my local ******* store on two different days and they both ended up having the same issue which is when I opened the package, the package stuck to the card and the code on the card was unreadable so I couldn't redeem the cards. I got ahold of the online support and sent in the required pictures of the cards as they requested, and they told me that they were going to send my case to the proper department and they would get ahold of me in 5 to 10 business days. They have been giving me the run around ever since and was even told that one of my cards was redeemed on the 16th of this month which couldn't have been done by me because I didn't have the code and they were in the process of investigating my case. I told them that the packaging was defective which caused the problem and they ignored that and I turned in all the reciepts and pictures on th 7th of this month and they continue to put me off. I have spent $130.00 dollars on those 2 cards and reported it to them like I was told to and nothing is being done about it. I was told that they couldn't refund my money because it was purchased by a third party,

  Business Response

  Date: 10/27/2025

  Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the PIN has been used after purchase. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold PIN that was purchased had been used by someone else

  Customer Answer

  Date: 11/02/2025

   I have spent 2 cards totaling $130.00 with the same problem and now they are saying that the card had been redeemed, if it had been redeemed it had to be by them because I could not read the code to redeem it and it was in their possession at the time being investigating by their team, it would be impossible for me to redeem it without the pin that was damaged by the improper packaging 

  Business Response

  Date: 11/03/2025

  We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the PIN has been used after purchase and our policy is to advise customer to lodge police report.  We cannot advise further.

• Initial Complaint

  Date:10/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried reaching out to the company a few days ago to stop a package from leaving their facility so I didnt have to deal with this. I have gotten no response from the company. Its been at least three days. They promised a 48 hour to 72 hour window for response. I have yet to receive one. I wasnt a live chat with them today trying to get someanswers and this got disconnected. All I want is to restart the return process on an item that was not what I thought it was. Can someone please help me I just want to start the refund process so that I can get my money back and they can get theirproduct back cause now its already been sent out to my house and its expected to come in a few days once it comes here. I would love send it back and get my money back but Im getting no response whatsoever. They do not have a phone number for anybody to call exceptif youre just calling about something separate theres nothing anything you can do about customer complaints or anything like this. There is no phone number two customer service please I just want my money back. I want to return the product thats all Im asking.

  Business Response

  Date: 10/16/2025

  The customer's order is still on its way. Once the customer receives the order, the customer may start the return process via the Razer support website. 

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a headset from this company. Their shipping partner ***** was unable to deliver it because they couldnt find the address. Razer will not update the shipping address or refund the purchase so I have no money and no product. Over the course of two weeks, Ive received no real update to this case and have been passed from department to department without any resolution.

  Business Response

  Date: 10/13/2025

  Razer support has reviewed the customer concern and have verified that the customer's order was delivered last 10/13/25 at 11:36 AM as per tracking number 483644019230. If the customer would want to return the unit, the customer may simply start the return process in the Razer website.