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 has 12 locations, listed below.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  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:01/30/2024

  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 purchased the Razer Wolverine V2 Chroma Model #RZ06-0401 for $149.99 in August of 2023 I was changing settings on my controller through the Razer app on Xbox series X.The app advised that I needed to update my controller. Upon updating, which I followed all directions, the controller turned off. It will now not power on at all, including no working lights or responses. This is a corded controller, so no battery issue and the cable is in great condition.After multiple attempts on Razer's website, which causes you to go in circles with no resolution. Razer makes it almost impossible to contact them with issues. Razer wanted a copy of my recipe, which I do not have. The only way could receive any response from Razer was to complain on their instagram post. Multiple messages making me provide video of the product not working. The advised they wouldn't fix it without proof of purchase. After looking into the issue, I noticed multiple complaints of the same issue. Razer is apparently aware that the update can break the product. After pointing this out to the company they still stated they would not help without proof of purchase.I demand they fix the product for free since their update is what caused the issue. I have never come across such a bad company and am curious if purposefully breaking products with updates is illegal.

  Business Response

  Date: 02/02/2024

  Razer support has already contacted the customer via Case # ***************** any Limited Warranty claim, a valid Proof of Purchase is required. The customer may visit this site: ********************************************* for more information about the warranty.

  Customer Answer

  Date: 02/05/2024

  I do not accept. They are attempting to do the exact same process of endless circles of questions. I have reviews on multiple websites, including best buy, Amazon, their own support forum, and a few others stating the same issue. That an update causing complete failure of the product. They are trying to hide this by using private messaging. 

  Business Response

  Date: 02/06/2024

  Razer support has been in contact with the customer to resolve the customer's issue. 

  With regard to warranty claims, as stated in Razer's warranty policy, a valid Proof of purchase is required for all warranty claims.

  More information can be found here: ************************************************************************** has these policies in place to protect both our valued customers and resellers.

  What is a Valid Proof of Purchase?
  

  For any Limited Warranty claim, a valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following:
  A dated sales receipt from an authorized Razer Dealer or Reseller. The receipt must show the Product description and price.
  A dated official e-mail from an authorized on line Razer Dealer or Reseller confirming purchase and shipment of Product. The confirmation e-mail must show the Product description and price.
  An order number from the Razer.com web site
  
  Why does Razer require a valid Proof of Purchase?
  Razer must positively identify that the Product falls within the applicable Limited Warranty period. We also need to verify that the Product was purchased from an authorized seller of Razer Products.
  Razer has these policies in place to protect both our valued customers and resellers.

  Customer Answer

  Date: 02/11/2024

  This is the best contact I have had with the company but they have not provided any form of solution yet. The customer service rep I dealt with was very polite.

• Initial Complaint

  Date:01/27/2024

  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.

  On 9/7/23 I purchased a Razer Barracuda Pro - Wireless Gaming Headset with Bluetooth and THX-AAA-0 *********** **** Packaging for $250. Within 6 months of normal use, pieces started breaking off the head band portion. The left ear cuff is now detached from the rest of the headset. It is now only connected by the electrical wire. I opened a ticket on 1/14/24 to discuss a replacement headset. The headset comes with a 2 year warranty included with purchase. On 1/22, a technician informed me that the issues I was experiencing are excluded by the warranty. They said they could transfer me to the senior support team for a chance at a one-time replacement approval. On 1/23 I asked to please be transferred to the senior support team. On 1/24 a technician said that they had already forwarded it to the senior tech team. However their next correspondence was them closing the ticket. I am now opening a new ticket and referencing the first ticket in hopes of getting a resolution to this issue. I found this whole process extremely frustrating. I've been been working to resolve this issue for 2 weeks and have not gotten a solid answer. I was told my ticket would be escalated but it was not in a timely manner.

  Business Response

  Date: 01/30/2024

  Razer support has already contacted with the customer. We have already provided the customer with Case # *************. To ensure compete resolution of the customer's complaint, we strongly encourage the customer to reply to ********************** support via the case number. Alternatively, the customer may also visit the ********************** customer portal to monitor the progress of their case.

  Customer Answer

  Date: 02/07/2024

  
  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:01/24/2024

  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 Blade laptops have constant, known issues with batteries expanding, motherboards failing, chargers catching on fire dating back to 2017. The fact that Razer has not even accounted for their oversight of the safety risk of expanding batteries is crazy. Pasted from a support thread I had with their customer service on reddit: I just cant believe that I spent two grand on a laptop thats had three separate faults within three years. Only the first out of my three years did the computer face actual gaming.. Now Im left with nothing else but a dud. Theres not a spec of dust on anything except for lightly coating the fans.I took care of this laptop only for it to fail in the exact scenario that these razer laptops have been failing for since 2017. I would argue a design flaw, but fact is that this has been documented, happening seemingly completely randomly on many documented razer laptops over multiple iterations. I feel ashamed for recommending razer to my friend, who bought a 14 model only for the trackpad to fail. He sent it back only for it to be returned without being fixed I thank you for your time, and if your team could get me a different outcome than the chat support guys, I would immensely appreciate it and would supply you with whatever video/photo documentation you ask.Additionally, I faced a documented issue where the screen had dead pixels, within the warranty period. I agreed to send the laptop in for repair but was unable to due to a moving address. I do not explicitly seek compensation for the total loss of my laptop, because I agree that one component of it failed slightly after the expiration of the warranty. However, it should be known that Razer sells products that are hazardous and short-lived, without correction, since 2017. There is an extremely disappointing and alarming amount of failures posted online, and countless more that have not been publicized.

  Business Response

  Date: 01/30/2024

  Razer support has already reviewed the customer's complaint. Our records indicate that the customer's unit is already beyond the warranty period. Razer support has attempted to resolve the customer's issues within the warranty period. However, the customer did not complete the *** process. To resolve the customer's issues, the customer would have to go with the Out of warranty process to which fees maybe associated with the repair since the unit is already out of the warranty period. The customer may find more information about the limited warranty policy here: *********************************************.

• Initial Complaint

  Date:01/24/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Razer USA LTD. regarding an ongoing issue with a refund for an order I returned. My name is **** and my order number is RZCAWP1000001441374. The returned item was shipped back to Razer on Nov. 6 2023 and I have been patiently waiting for the refund for almost three months.I initiated the return process in November and was assured by Razer's customer service that the refund would be processed promptly. However, despite numerous follow-up emails and assurances from Razer's support team that the refund is in progress, I have not received the reimbursement for the returned item.I have attached relevant documentation, including proof of purchase, tracking information for the return shipment, and copies of the email correspondence with Razer's customer service representatives. These documents should serve as evidence of the prolonged delay in processing the refund.I understand that delays can occur, but the lack of communication and transparency from Razer regarding the status of my refund has been extremely frustrating. I have made multiple attempts to resolve this issue amicably with Razer, but their repeated promises of processing the refund have not materialized.I kindly request the Better Business Bureau's intervention to facilitate a prompt resolution to this matter. I am seeking a full refund for the returned item as per Razer's return policy. Additionally, I believe that Razer should improve its communication with customers regarding the status of refunds and take measures to prevent such delays in the future.My email: ******************* The order number: RZCAWP1000001441374

  Business Response

  Date: 01/29/2024

  Razer support has been in contact with the customer. We are still currently investigating the customer's complaint. We strongly suggest the customer contact ********************** support via the provided case number to resolve the customer's concern.

• Initial Complaint

  Date:01/16/2024

  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 Razer Deathstalker V2 TKL Pro from Amazon on 10/1/22, order #***-5472566-5548202 for $219 plus tax. For a little over a year, it worked well, and I enjoyed it. Then the keycaps began to wear out. One of the reasons I chose this keyboard was for the coated keycaps, which Razer claims on the product page (*********************************************************************************************************) lasts longer than doubleshot PBT (a more durable plastic). When I realized this wasn't the case, I contacted Razer, asking for a replacement set under warranty. I was told that it fell under "wear and tear" and wasn't covered. I asked if I could purchase a replacement set and was told they didn't sell them. After I expressed my disappointment, I was told that their upgraded, full-size keycaps would solve my issue. Not only would this defeat the purpose of a low-profile keyboard, but those keycaps aren't compatible, due to the stabilizer layout used. I've tried two more keycap sets, and even 3d-printed adapters to try and resolve this on my own, to limited success. I found a set which somewhat works, but the original keycaps that I have to use (shift, enter, backspace, spacebar, etc) not only don't match the height and style of the replacements, but also allow more backlight through, so the effect is uneven. I also reached out to Amazon and was told that since the return window has passed, that I needed to contact the seller. I would like a refund for this defective product, so I can purchase one from a reliable company.

  Business Response

  Date: 01/19/2024

  Razer support has already contacted the customer via Case # *************. We strongly suggest that the customer communicate via the case number provided in order to resolve his concern.

  Customer Answer

  Date: 01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, offering a replacement product, 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:01/13/2024

  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 ordered a Razer Mamba Elite mouse from this company. Months later, I started having issues with my scroll wheel jumping in the opposite direction, making it near dysfunctional. I purchased the mouse on September 19, 2022. I emailed Razer Tech Support for assistance where they proceeded to ask me for my address and other details, then they suddenly sent me an email explaining that my warranty won't cover due to the fact that it was purchased from a third party seller. The issue is, I sent them screenshot proof (linked below) that the seller I purchased from it from an authorized reseller. I bought it from this company who is listed on the store finder list on Razer's site. I did not get any helpful answers after sending them a screenshot of the company's name listed on there. I messaged the seller on Amazon and they responded to me back confirming that they are an authorized reseller. All I'm asking for a replacement.

  Business Response

  Date: 01/15/2024

  Razer support has already contacted the customer and has issued RMA *********** to resolve the customer's complaint and proceed with the replacement process.

  Customer Answer

  Date: 01/17/2024

  
  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 was given the chance to get a replacement for my item sometime after filing a BBB complaint.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:01/10/2024

  Type:Billing 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.

  Fraudulent charge to my credit card with no answer from Razer . Even through my bank I waited 30 days before being told I'm wrong. This is 100 percent fraud through this company

  Business Response

  Date: 01/15/2024

  Razer support has already contacted the customer via Case # *************. We are currently in communication with the customer to validate the necessary information for resolve the customer's issue.

• Initial Complaint

  Date:01/10/2024

  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 have a concurrent issue with a headset I purchased off of Amazon. The Razer support team is trying to handle my case by trouble shooting for the past three weeks. When I have just been asking for a replacement but theyre trying to exhaust each one of their troubleshooting methods repeatedly by different agents. Everytime I received a case update on my issue there is always a new Agent associated with it asking and telling me redundant information. Instead of just listening to me, they keep on taking longer and longer periods of time to write emails back. That just entail back to the troubleshooting methods. Ive provided them with my Amazon Order # and all valid proof of purchase and the problem is still not solved; just put on a back burner.

  Business Response

  Date: 01/15/2024

  Razer support has already contacted the customer via case number Case # *************. To fully resolve the customer's complaint, ********************** support has issued RMA RZC-1652181 and we are awaiting for the customer to send in their defective device in order to issue a replacement unit.

• Initial Complaint

  Date:12/31/2023

  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 12/28/23 I purchased the Surround Sound 7.1 software from RAZER online. When I received my email with my activation code, I was encountering an error message stating that the code was invalid. I did the self-help options on their website to request a new code which I never received. I never go it in my inbox or my junk folder. I had an extremely difficult time being able to reach out to support to get help from RAZER regarding my issue and was finding myself in a never-ending loop of requesting new activation codes that I was not receiving. Just as I was about to give up, I clicked on something else on the site as if I had a different issue and that got me into the chat support. however, the chat support agent had me do all the same things I did on my own and nothing different. he had me reinstall the software and enter the activation code - no change invalid code error persisted. then he had me try to request a new code through the self-help site again a code that I do not receive and then I when I expressed my disappointment and that I just want my money back for something that is not working he started going on about the headset when the software was purchased separately from the headset. I just want my money back and am highly dissatisfied with how RAZER as a company treats their customers.

  Business Response

  Date: 01/02/2024

  Razer support will contact the customer to get more information on the issue and will work with the customer to resolve the complaint. We highly encourage the customer to respond to the email that will be sent by Razer support to ensure a timely resolution.

• Initial Complaint

  Date:12/31/2023

  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 gold card for ***** on Dec 26. The pin had already been redeemed. I purchased another one for $50 today and that pin had been redeemed.

  Business Response

  Date: 01/07/2024

  Razer support has tried to contact the customer but to no avail. We suggest that the customer communicate case number ************* as ********************** support has created a new ticket to address the customer's complaint.