Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

327 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

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Submit a Complaint

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:04/13/2024
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 contacted Razer for a warranty claim on a headset that was malfunctioning and the customer service is terrible. I keep getting different responses from different representatives and none of them are directly responding to what I'm saying in my email replies. They keep sending automated responses and repeating themselves without acknowledging what I'm saying. They even asked me for my personal information and never followed up with me about why they needed it. They keep denying my claim unless I speak to the 3rd party seller which I have not been able to do since the seller uses Amazon support and doesn't offer a contact method besides Amazon. I provided screenshots showing proof of this and the representatives refuse to acknowledge it and keeps repeatedly telling me to contact the seller. I also requested to speak with a supervisor or manager and that request was ignored.
Business Response
Date: 04/19/2024
Razer support has reviewed the customer's concern, Based on the customer's provided proof of purchase, the unit was purchased from Amazon. Unfortunately, the customer purchased the unit from an unauthorized reseller in Amazon. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer. If the customer purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. For more information, the customer may visit: *********************************************.
Initial Complaint
Date:04/10/2024
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 deathadder v2 mini and the feet wear down very fast. I'm trying to work with razer And they're giving me a crazy run around in the emai. Please have someone from the executive department *not in **** or ****** send the replacement or refund
Business Response
Date: 04/16/2024
Razer support has already been in contact with the customer via Case # *************. To ensure complete resolution of the customer's concern, we ask the customer to continue to respond via the case number provided.

Customer Answer
Date: 04/16/2024
I am continuously responding took a lot of work for them to even get to a solution they're still working on it so I'm going to have to reject it until I get my answer
Business Response
Date: 04/16/2024
Razer support has already created the *** to resolve the customer's concern. We ask the customer to continue with the *** process via RZC-1739244. As of this writing, the *** is currently in progress and we are waiting for the customer's response to proceed with the process.
Customer Answer
Date: 04/18/2024
I already provided the response the issues that they are so misorganized that they don't even know when I respond or who else responded or what information they're needing and this was noticed when I first started emailing them
Initial Complaint
Date:04/04/2024
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.
I purchased a laptop on razer.com on 4/4/24. Being a medical professional, I used a 5% discount promo code through their heroes program . I checked out not realizing that the price was adjusted higher than the current market rate for the computer (listed on their site as 11% discount ). I contacted razer.com within 4 hours of this transaction and they told me that they cannot process a price adjustment. I am not sure I want to do business with a company that charges a hero more for a product. I would like a cancellation of the order with a refund of the purchase.Razer case 240403-003494
Business Response
Date: 04/09/2024
Razer support has reviewed the customer's complaint, based on our investigation, the customer has refused the package. We will need to receive the unit back in our warehouse in order to initiate the refund process. In the event that the customer would have any further concerns, we request that the customer contact ********************** support via the Case # ******-003494.
Customer Answer
Date: 04/16/2024

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:04/02/2024
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 Nov. 10th, 2023 I ordered from bestbuy.com a razer blackshark v2 pro (2023) wireless esports gaming headset. On Mar. 29, 2024, I was using the headset as normal when the connection between the top piece and earphone fell apart. I reached out to Razer and started a claim 240329-002310. I filled out all the information and indicated that I had taken good care of the headset and that the issue was not my fault, but a fault of razer's and the issue was a defect on their end. Razer ultimately ended up denying my claim as "razer does not provide any replacement for any lost or damaged items". Again, this item was not damaged, it has a manufactures defect that caused the headset to fall apart. I have headsets, some from razer even, that I've had for 10 years that never had any issues. This is not an issue on my end, but an issue on Razer's end and I expect it to be fixed.
Business Response
Date: 04/08/2024
The customer's complaint has been escalated to Razer support. The customer will be contacted Case # *************. We ask the customer to continue to respond via the case number to ensure complete resolution of the customer's complaint.
Initial Complaint
Date:03/28/2024
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.
Razor nari ultimate dongal disconnecting and reconnecting problem
Business Response
Date: 04/03/2024
Razer support has contacted the customer via case number *************. We ask the customer to respond via the given case number in order to fully resolve the customer's complaint.
Initial Complaint
Date:03/28/2024
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 a Razer gift card in the amount of ****** I damaged the card while trying to scratch off area to expose code I contacted Razer they said said someone would contacted me within 3 business days no on has got back to me I just want a new card .
Business Response
Date: 04/01/2024
The customer reached out regards to a over scratched giftcard, which Razer support has responded to accordingly through case #******-001432.
Razer support has responded to customer through case #************* tentatively as we do not have much details of the used giftcard. We ask the customer to respond via the most updated case number provided to ensure complete resolution of the customer's complaint.
Initial Complaint
Date:03/28/2024
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 January 16, 2024 I purchased a Electronic Gift Card from Razer Gold on the Amazon App. Order # ***-6693882-2988208 for $150. Upon realizing the gift card was sent to the wrong email, I immediately called ************************ Amazon employees gave me the runaway was no help. Told me to call Razer Gold directly. I tried contacting Razer Gold via phone and email. Those attempts were unsuccessful, I never spoke to a live person on the phone. I explained in detailed via email, still unsuccessful. Amazon or Razer Gold did nothing to track the Electronic Gift Card I purchased. I don't know who received it or what city it was redeemed in. It was clearly fraudulent if someone else cashed in on the gift card that was intended for someone else. I want my money back. I will no longer do business with either company!
Business Response
Date: 04/01/2024
The customer has previously reached out to us via case #******-000318. However, customers stop responding after a few probing emails sent to customer. Based on ********************** support's investigation, the customer made an error while ordering a ********************** Giftcard via the Amazon app by entering the wrong Email address and the Giftcard was delivered to an unknown email address. Amazon failed to assist customer and she reached out to us. Since the error was made by the customer on the email address, the customer did not have the Giftcard number or Serial Number for us to check the status of the card and assist to retrieve the *** if the card was unused. ********************** support has created a new case (240329-000712) and explained the situation. I have suggested her to reach out to Amazon and ask them to resend the delivery email to the correct address. If it is not possible then advised customer to contact her card issuing bank to reverse the charge instead. We suggest that the customer respond via the latest case number provided in order to fully resolve the customer's concern.
Customer Answer
Date: 04/16/2024
Amazon keep telling me that Razor Gold has to refund my money not them. I'm being told different things from both companies. I never spoke to a live person at ***** Gold. Over a month ago I tried calling Razor Gold customer service number, I was left on hold. I've always responded to their emails. I initiated the first email to begin with because I couldn't reach a live person via phone. Amazon need to be held accountable because they are not providing me with the proper information so Razor Gold could track the * Gift Card.
Business Response
Date: 04/22/2024
Razer support has provided the necessary steps in order to resolve the customer's concern. At this point we ask the customer to coordinate with Amazon as the order was purchased via Amazon.
Initial Complaint
Date:03/28/2024
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.
Gave me a faulty product and took a week to get through customer support to get a replacement only for the replacement to take a week to show up Then the replacement had the same defect as the first one so i asked for a refund and they told me they couldnt becuase it had been 2 weeks since i bought it which means i could no longer get a refund even though they're the reason it took so long by only sending me one email a day It felt like they were talking a long time on purpose to make it so i wouldnt be able to get a refund
Business Response
Date: 03/28/2024
Razer support has been in contact with the customer via case number *************. The customer's replacement is also on the way via RMA RZC-1708221. In the event that the customer would have any further concerns, we strongly suggest that the customer contact ********************** support via the case provided.
Customer Answer
Date: 03/29/2024

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.
I've gotten the new headphones while they are better they still have the beeping noise however I've had enough of this and know by now it can't be fixed and that it's impossible for a refund so I'll just sell the headphones and shop elsewhere

Regards,

*************************
Initial Complaint
Date:03/27/2024
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.
Razer had promised me an upgraded laptop over the phone and then changed their minds to just a 1:1 replacement and then argued that my RMA was never promised for an upgrade which is crazy. Been over a month and I still dont have a laptop. Mine or otherwise
Business Response
Date: 03/28/2024
Razer support has reviewed the customer's complaint and after a thorough investigation, Razer support did not commit to the customer that an upgrade or replacement was to be made. However, Razer support ensured that the customer's unit would be repaired and returned to the customer once done. Furthermore, this was also discussed with the customer to which the customer sent his confirmation to have the repaired unit shipped back to him. The customer may continue to track his repaired unit via RMA RZC-1701553.
Customer Answer
Date: 04/16/2024
The case has gotten worse. It is now April 16th and I still do not have a machine. I was shipped mine back to me after a botched repair job, and then I promptly sent it back to them to fix it. I sent it over two weeks ago and now its been A month and a half with razer support alone. The issues started late february so if you count the time without a functional machine, its two months. Ridiculous.
Business Response
Date: 04/17/2024
Razer support has been in contact with the customer via RMA number ***********. As of this writing, Razer support is currently working internally for the best possible solution for the customer. The customers unit is still with our technicians for diagnosis and repair. Razer support will update the customer once updates are available.
Customer Answer
Date: 04/17/2024
They are NOT working for my best interests in mind. All of the proof is in the emails. The whole case is full of rudeness, lies and shady things overall by Razer. It takes one of my friends who is an Employee who I will not name to get a response from these people with regards to my case!! Ridiculous
Initial Complaint
Date:03/27/2024
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.
Hello,I purchased a Razer mouse with the order# RZCAWP1000001375733 from Razer. The parcel was delivered but the mouse was not inside the box. I contacted Razer customer support to let them know and I was initially told a replacement would be sent after an investigation is completed. They never did and when I contacted them after a month, I was asked to make a police report, I did and gave it to them. Three weeks later they now told me to do a chargeback with my financial institution which makes no sense because it's past the deadline. I have exhausted all other options to resolve this issue. Attached is a screenshot of the empty parcel I received. I just want my money back since I did not receive the item.
Business Response
Date: 04/01/2024
Razer support is still currently investigating the customer's concern. ********************** support would need more time in order to complete the investigation and provide the customer with a resolution.

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Razer USA Ltd is NOT a BBB Accredited Business.