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.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  160 North Gulph Road Suite 2181 B Kng of Prussa, PA 19406

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:08/31/2025

  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.

  I have been buying Razer Laptops since 2017. I've purchased about 3 of them off the Razer Store and 2 off ******. The one that had the *** 1070 Ti, within 6 months, the battery swelled badly, & it's non-functional. Then I purchased one with an RTX 2080, and it had 0 issues. Then I bought one with an RTX 3080 ******* has constant boot issues, even after reformatting, and a couple of the independently lit keys got stuck to a single colour, ruining the *** experience. For icing on the cake, the USB-C that connects to my Thunderbolt Adapter I purchased from Razer for additional ports & to be able to use the USB-C as a display port for my Razer Raptor 27 165hz monitor. Which I can only use on the out-dated HDMI 2.0. This means I can only run at 60 fps max. ALL RAZER PRODUCTS should have HDMI 2.1 or 2.1b at this point. TVs and other laptops/computers/graphics cards have had this HDMI improved standard for over 5 years now. It's pathetic a top-end company like Razer, can't use a HDMI 2.1 or 2.1b port for higher fps. Now I am considering buying the New Razer 16 (2025) with a *** AI 370 & RTX 5090. The thing is, I've heard from many people who review Razer products for a living, that there's huge issues with the track-pad failing within the first few months, and getting refused a replacement product - even with the mega expensive 3 year additional warranty. Apparently there have also been issues with the graphics cards failing within a couple months on these laptops. I don't want to buy another super expensive Razer product for total c*** customer support (which you guys still haven't fixed, despite years and years of complaints). If I order a new Razer 16 (2025) *** AI 370 with an RTX 3090, will I have track-pad issues, & any other problems people had when this line was released in April 2025? I don't want to buy a defective new product. It's way too much money to be spending for something to break right away, then go through terrible Razer "Support". Has this been fixed?

  Business Response

  Date: 09/02/2025

  Thank you for sharing your experienceit's completely understandable to be cautious after facing repeated issues. While recent models have addressed some past concerns, I recommend confirming hardware specs and warranty terms carefully before purchasing to ensure peace of mind. You may contact our support pages directly to gather more information or visit our website at **************************.

  Customer Answer

  Date: 09/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Please fix all related issues concerning the breaking track-pads, and other common issues people have made abundantly clear all over the internet, so that I can feel safe and reassured I'm getting a good value from purchasing a nearly $7000 CAD Razer 16 (2025) model, as it's the upgrade I've been waiting for.

  Regards,
  
  ***** ***********
  
   

  
  

• Initial Complaint

  Date:08/31/2025

  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.

  On April 9, 2025, I purchased two $50 Razer Gold prepaid cards (total $100) from ****** in ********, **********. When I attempted to redeem them on *****************************, both PINs were already shown as redeemed within hours of purchase before I ever had the chance to use them.I immediately filed a case with Razer Support (Case #******-001998) and provided full proof of purchase:Original Target receipt Front and back images of both cards with PINs visible Razer Support acknowledged that the PINs had been redeemed but has not resolved my case. I have been left with a $100 loss despite following all proper steps as a legitimate buyer. This is clearly a case of fraudulent redemption, and Razer is the only party capable of reissuing replacement codes or crediting my Razer Gold account.Resolution requested: I am demanding either (1) new replacement Razer Gold codes totaling $100, or (2) a direct $100 credit to my Razer Gold account.This situation has caused financial loss and unnecessary frustration. I expect prompt action to resolve this matter.

  Business Response

  Date: 09/02/2025

  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

• Initial Complaint

  Date:08/29/2025

  Type:Product 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.

  On March 7, 2025several items were ordered and purchased online from Razer in ****************, incluiding a Razer Freyja valued at $299.99. This item arrived directly to the provided adress in *********** After two nmonths of minimal use, this item stopped working. We contacted the suplier Razer by email on July 27 2025 to honor the one-year warranty, and when shipping the product they entered the adress incorrectly. When i confronted them and told them of their mistake, i send them the correct adress again, even though they had it. Razer wrote informing us that they would not ship the product to *********** and that they need an adress in ***************** to ship it there. I dont have anyone in the alternatives regions they suply to us, so i wrote them informing, and their response in all subsequent emails was that they couldnt do anything. They didnt even agree to send a return label. The error in the adress was theirs, and they are responsible. In a final email sent by them on August 28 2025 they inform us that if we dont comply with their requests, they will close the case whithin 72 hours. I dont want to loose my money.

  Business Response

  Date: 09/02/2025

  Razer support has reviewed the customer's concern, We have opened a new case to address the customer replacement. A new replacement has been processed via RMA RZC-2161564. We ask the customer continue to communicate via case number 250901-002890 in order to receive timely communications with regard to the customer's concern.

  Customer Answer

  Date: 09/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ****** *****
  
   
  

• Initial Complaint

  Date:08/20/2025

  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.

  Subject: Complaint Regarding Mishandled Gift Card Request for Resolution To Whom It May Concern,I am writing to file a formal complaint regarding my recent experience with a Razer Gold gift card purchased through Gold.Razer.com.After scratching off the security panel on the back of the card, the code was incomplete and not fully legible. Because of this, it was impossible for me to redeem or cash out the gift card. I contacted your support team to explain the issue and request assistance. Instead of helping me recover or validate the codeor issuing a refundthey incorrectly claimed that I had already cashed out the card.This assertion is false. It is not possible for me to have redeemed the card without the complete and readable code. By refusing to investigate or provide a resolution, I have been left with a defective product that I cannot use.I am requesting the following:A full refund of the cards value, OR A replacement card of equal value, OR A manual verification of the original cards code so I can use the funds I paid for.If this matter is not resolved promptly, I will have no choice but to escalate the issue further, including filing a consumer protection complaint and disputing the charge with my bank.I hope Razer will take responsibility for this situation and resolve it fairly.Sincerely,***** ****** Ref# *********** 8/8/25

  Business Response

  Date: 08/26/2025

  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 

• Initial Complaint

  Date:08/16/2025

  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.

  Originally contacted customer support on 8/3/25 where I supplied proof of purchase and video evidence for a Razer mouse under warranty which had a defect. Razer wanted me to ship the mouse, wait until they received the mouse in which then they would ship a new one. As I live on an island I mentioned I couldnt do this because I wouldnt have a mouse for our house computer (no store here sells mice). They then offered the option for me to pay full price for another mouse and would issue return once my mouse was received (an option I was not comfortable with). A week later a supervisor offered to expedite the shipping of the replacement mouse as soon as they got a receipt from *** which I agreed to. This past Monday the 11th I dropped the mouse off at *** at 830 am and sent the proof to Razer. I did not get a response from Razer until Wednesday the 13th in which they gave me tracking information which showed an arrival date of Tuesday the 19th (which there could be delays and it could be longer). I contacted customer service yet again explaining my situation and all I was getting were apologies as they shipped it standard. I was then told I would get a phone call at 11am today and it is now 11:50 and still no one has called. I am losing income because I am unable to use my computer due to their mistake. The simple option would have just been to ship a replacement but they were unwilling to do so. It has been 2 weeks of back and forth from customer service with nothing getting accomplished and just wasting my time and costing me income. I asked Razer to ship a mouse expedited yesterday but they said it was already shipped so theres nothing they can do. I am looking for compensation for this entire situation (credit for a new mouse and or sent a new mouse so Ill never have to deal with this again) and also want their customer service to be reported.

  Business Response

  Date: 08/21/2025

  Razer support has reviewed the customer's concern and accordance with our warranty policy, a return of the defective unit was processed. A replacement unit was subsequently processed under case number RZC-2146053 and shipped to the customer's address. Delivery was confirmed on August 20, 2025. As a gesture of goodwill, we have extended a 15% discount coupon for use on the next purchase. We trust this resolution reflects our commitment to customer satisfaction and to honoring our warranty obligations.

  Customer Answer

  Date: 08/22/2025

  I was unable to use my computer for an entire week as it took a whole week for the mouse to be delivered which resulted in lost income (more than the $15-20 discount that I am being offered). The same one that was supposed to be shipped the same day I dropped off the mouse to *** on a Monday (wasnt shipped until Wednesday). The same one that was supposed to be shipped expedited/overnight (was shipped standard), hence it took a week to arrive. The correct action should have been to expedite a mouse the moment the error was addressed to Razers attention. Instead I had to go back and forth with Razer support (which would usually take over a day to respond). The VIP response team repeatedly wasted my time saying I was scheduled a call at a specific time in which I would wait over a hour to get that call thus ruining my weekend plans. With the complete miscommunication, lack of follow through and loss of income, Id expect a better offer than what was offered. 

  Business Response

  Date: 08/26/2025

  While we regret the inconvenience you encountered, wed like to clarify that all actions taken were in line with our standard procedures and timelines. Nonetheless, your feedback has been shared with the relevant teams to help us identify areas for improvement and ensure smoother experiences moving forward. As a gesture of goodwill, we are standing by the current offer of a 15% discount on your next purchase. We hope this reflects our appreciation for your continued support.

  Customer Answer

  Date: 08/28/2025

  I would really not like to get attorneys involved but will if I have to. I have phone logs from your "VIP" response to team saying that the mouse would be expedited of which it wasnt and was also not even sent when it was supposed to be. As mentioned I lost income as a result of Razer's mistake and the fact that youre ok with that is very disgusting. As you mention this falls under your "standard", however thats the reason I waited over a week to be escalated to your "VIP" response team who made a deal which was exceeding your "standard" of which I took. I said yes to that deal, not your standard. The billion dollar company that is currently under scrutiny for making incredibly poor quality laptops can do better. 

• Initial Complaint

  Date:07/28/2025

  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 am filing this complaint regarding fraudulent product support and warranty handling by Razer USA (Case #******-002354):Destruction of product by Razer Support:- My Razer Nari Ultimates USB dongle was partially functional until Razers support team provided faulty troubleshooting instructions that rendered it completely unusable (see attached email thread).Bait-and-switch tactics:- On May 21, 2025, Razers escalation team approved a replacement dongle after I provided my South African address.- Days later (May 24), they rescinded the offer, falsely claiming they cannot ship to ************ due to restrictionsdespite globally marketing and selling the product.False warranty claims:- Supervisor Jobelle (June 17 email) admitted this was a one-time exception but refused to honor it, instead demanding I ship to a U.S. addressan unreasonable and unprofessional requirement that shifts costs/logistics onto me.- Razer retroactively claimed my purchase via ****** US (an authorized seller) voided warranty supporta blatant misrepresentation of their own warranty terms.Razers support team repeatedly demonstrated incompetence and bad faith:- Issued contradictory approvals/denials (May 21 ? May 24) with fabricated "shipping restrictions."- Ignored 6+ manager escalation requests over 45 days, providing only empty acknowledgments.- Proposed absurd and unprofessional "solutions" (e.g., shipping to a U.S. friend) that shift costs/logistics to the consumer.- Falsely claimed Amazon US was "unauthorized" to retroactively deny warranty coveragedirectly contradicting Razers global sales practices.This pattern of stalling, blame-shifting, and policy fabrication reflects either gross negligence or deliberate deception.Ive filed an FTC report for these deceptive practices.Additionally, Razers actions violate BBB standards for honest warranty handling and international consumer rights.I've attached the relevant correspondences with Razer.

  Business Response

  Date: 07/31/2025

  Based on the documentation submitted by the customer as proof of purchase, it has been determined that the product is no longer covered under the terms of the Limited Warranty. Notwithstanding this determination, a one-time courtesy replacement of the dongle was previously extended to the customer. This replacement was provided solely as an exception and does not constitute an ongoing obligation or precedent for future service accommodations.
  The customer is currently located in ************, which is outside the scope of our authorized service regions. While we strive to accommodate customer needs where feasible, our ability to provide warranty-related support is subject to the limitations imposed by our regional service authorizations and logistical capabilities.
  In accordance with the terms of the Limited Warranty, coverage is valid only within the country in which the product was originally purchased. In instances where the product was procured through an authorized reseller and shipped internationally, the country of original purchase shall be deemed to be the shipping origin of the reseller. In this case, the customer acquired the product via ******, and the applicable country of original purchase is the location from which ****** fulfilled the shipment.

  Customer Answer

  Date: 08/03/2025

  Razers inept reply is a deliberate misdirection of the actual issues, which are:
  Razer caused destruction of my property: Your support article and teams faulty troubleshooting instructions rendered my partially functional dongle completely unusable (documented in Case #******-002354). This was never communicated as a warranty issue and this still is not a warranty issue, it Razer's is negligence.
  Razer gave deceptive promises: Your escalation team approved a replacement dongle on May 21, 2025 before suddenly inventing shipping restrictions on May 24. This is textbook bait-and-switch fraud, not a courtesy.
  Razer fabricates policy in bad faith: Your claim that ****** US, an authorized Razer reseller, somehow voids warranty support is a retroactive lie. Your own warranty terms do not prohibit international shipping of replacement parts, as evidenced by your global sales practices. Nonetheless, revert to point 1.
  
  The demand remains an immediate shipment of the approved replacement dongle to ************, as promised on May 21, and has escalated to compensation for the damage caused by your support teams actions. This response will be appended to my FTC complaint to demonstrate Razer's continued failures and systemic deception.

  Business Response

  Date: 08/06/2025

  Razer support did a comprehensive review of the documentation provided, we must reaffirm our original position.
  Pursuant to the terms and conditions set forth in the Limited Warranty, coverage is valid exclusively within the country in which the product was originally purchased. In circumstances where the product was acquired through an authorized reseller and shipped internationally, the country of original purchase shall be deemed to be the shipping origin of the reseller. In this case, the product was procured via ******, and the applicable country of original purchase is the location from which ****** fulfilled the shipment.
  Based on the documentation provided, it has been determined that the product is no longer eligible for coverage under the Limited Warranty.Nonetheless, as a gesture of goodwill, a one-time courtesy replacement of the dongle was previously extended to the customer. This replacement was issued solely as an exception and does not establish any precedent or ongoing obligation for future service accommodations.
  It is also important to note that your current location in ************ falls outside the scope of our authorized service regions. While we endeavor to support our customers wherever feasible, our ability to provide warranty-related services is subject to the constraints imposed by regional service authorizations and logistical capabilities.
  We trust this explanation clarifies the matter. 

• Initial Complaint

  Date:07/24/2025

  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.

  I bought 5 razer gold card at ********* on 07/25/2025. When I scratch them all of them were missing some numbers. I went back to ********* and showed them the cards. The manager insisted that I scratched the numbers too hard and I told him no. So he opened a card to make sure and scratched the numbers as hard as he could but the numbers did not get erased. So I told him that these cards were already tampered with. He said he cant give a refund but to go online to get help from razer gold. So I went online and typed **************************** but the website did not load. So now Im out of $1000 for the 5 cards I bought because I cant get a hold of razer gold support.

  Business Response

  Date: 07/28/2025

  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:07/05/2025

  Type:Order 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 50$ razor gold card that was missing number on the redemption pin. I contacted customer services who assured me this issue would be resolved in 3-5 days 15 days later after not getting any response and after send multiple emails requesting what's going on I received an email telling me the card had been redeemed 8 days after I submitted my customer service request.

  Business Response

  Date: 07/09/2025

  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.

• Initial Complaint

  Date:06/14/2025

  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.

  Hi There,I live in ******. In April 2025, I contacted Razer support through your official website regarding a warranty issue (Case No. 250404-000225). My Cobra Pro mouse had a broken sensor, and the customer service representative refused to help me resolve the ******** a long-time fan of Razer and a gamer. *** purchased many Razer products over the years, including keyboards, wired mice, speakers, gaming chairs, and headsets. I trusted Razers product quality and ********** October 2023, shortly after the Cobra Pro was released, I traveled to *****. Before purchasing the mouse, I specifically contacted Razer USA support to ask: if I buy the Cobra Pro in ***** and bring it back to *************, will the warranty still be valid? The support agent confirmed yes and I have a screenshot of this conversation.Based on this answer, I bought the mouse from Razer China and was very happy with it. However, in April this year, the mouse developed a serious issue: while playing FPS games, the cursor would randomly jump or rotate 90 or 180, making it unusable. I contacted Razer USA again and submitted all required proof the purchase receipt, proof of malfunction, and the earlier customer service conversation confirming warranty ************** my surprise, Razer USA replied that the mouse was not eligible for warranty because it was bought in *****. This directly contradicts the promise I was given before the *********** a loyal Razer customer for years, I feel deeply disappointed. I had done everything right I asked your official support team before buying, and I was told Id be covered in *************. If I had been told otherwise, I would never have purchased the mouse ********* filing this complaint in hopes of receiving a fair and reasonable resolution.Thanks

  Business Response

  Date: 06/19/2025

  Razer support and has been able to contact the customer and is currently working with the customer to resolve the customer's concern. Case number  250617-000023 has been created to address the customer's concern and we ask that the customer continue to communicate via the provided case number in order to resolve the customer's concern and receive timely communication.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Business Name: Razer USA Ltd Product: Razer Hammerhead Pro HyperSpeed Wireless Earbuds Support Case Number: ******-001358 *** Number: RZC-******* Initial Contact: April 19, 2025 Complaint: On April 19, 2025, I contacted Razer Support about a battery issue with my Razer Hammerhead Pro HyperSpeed earbuds, where the left earbud drains rapidly, rendering it unusable. The product, purchased months prior, was used gently with no damage or misuse, and is covered under warranty.Razer assigned Case #******-001358. On April 21, I provided requested details: the earbuds initially worked, the issue developed later, my system was updated, and there was no damage. I followed their troubleshooting steps and provided my country (***). On April 22, Razer confirmed the defect and promised an *** within 3 days. On April 23, they issued *** #RZC-******* with a shipping label. I complied with the *** process.On May 9, Razer offered lower-quality replacements, which I rejected, requesting an identical unit or a Razer BlackWidow V4 Pro keyboard. They refused. On May 14, Razer offered a refund, which I accepted on May 15. On May 16, they sent a link for banking information, expiring May 23. On May 17, I noted the process was complex and Id be unavailable until after May 24.Around May 26, I submitted banking information. On June 11, 2025, Razer stated the refund wasnt processed and requested I resubmit a new form and wait another 3 weeks, 2 weeks after my initial submission. As of June 11, Razer has not issued the refund or provided a replacement, despite my cooperation. Their delays and redundant requests have caused significant frustration.Resolution Requested: I request Razer: Issue the full refund via ACH or original payment method immediately, or Provide an identical replacement earbuds, or Provide a Razer BlackWidow V4 Pro keyboard as compensation.

  Business Response

  Date: 06/12/2025

  Razer support is currently processing the customer's request. In order to fully process the customer's request, we ask that the customer fill out the appropriate form and choose ACH as the option. We are unable to process the request to use the original payment method as the customer's unit was not purchased directly from Razer but through a retailer. We ask the customer to continue to communicate via the provided Case # ******-001358 in order to fully resolve the customer's concern.

  Customer Answer

  Date: 06/13/2025

  I have already submitted them a form, the only reason at this point they are making me do another form is to delay another 3 weeks, will they make it a priority and give my refund right away? Why didn`t they tell me to select ACH in the first form and waited 3 weeks before they do that? How much longer will they make me wait I am seriously sick of this and I am a busy person I cannot keep getting all of my bank information just for them and fill out a huge form all the time they want me to get a refund! There are way easier ways to fix this problem, you have 0 concern about my time and energy I keep putting into this, do better!

  Business Response

  Date: 06/16/2025

  We acknowledge receipt of your correspondence and regret any inconvenience occasioned by the refund process. Please be advised that your concerns regarding the repeated submission of forms and the delayed instruction to select ACH have been duly noted. We understand the undue burden this may have placed on your time and resources. Accordingly, we intend to expedite resolution and ensure that your refund is processed without further delay once the updated form has been furnished. We appreciate your patience and assure you that your feedback is being taken seriously.

  Customer Answer

  Date: 06/17/2025

  I have already submitted form and yet I still wait its been several days and I was told another 18 days which is ridiculous in 2025 to send the amount of the refund. You could Zelle me the money already within hours if that was your intention and the problem your system have should not be my issue yet here we are after over almost two months I dont have the replacement nor I have the refund well done. All these could have been avoided if you were to just provide me the replacement product I requested but you are all greedy and cannot do that.