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

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razerstore Seattle

  University Village Space #C70 2616 NE 46th St. Seattle, WA 98105

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:05/18/2023

  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 bought a mouse brand new off of Amazon deathadder v2 mini where the mouse feet are defective and scratch. I have never seen a mouse or the Teflon feet have gone this bad in under 6 months and I barely use the mouse. They want to send the same thing to me and I told them to send me new feet and grip tape instead. I also told them to send me a different mouse that has better feet. I'm waiting on the response because I don't want the same Mouse and I told them it cramps my hand too because of this problem makes it hard to move the mouse. Their products are nice but they don't last long and I can see a trend with other people too.

  Business Response

  Date: 05/26/2023

  Razer Support reached out to the customer and created an RMA to replace the defective mouse.  The customer may contact Razer Support directly if further assistance is needed.

  Customer Answer

  Date: 05/26/2023

  They are being a little difficult I'm just asking them to send a new mouse first and I'll use a label they provided me to send the whole one back

  Business Response

  Date: 06/01/2023

  Razer Support reached out to the customer and created an RMA and shipped the label to him. The customer received the label and can ship the defective mouse to Razer when or if he is ready to do so. The customer may contact Razer Support directly for further assistance. 

  Customer Answer

  Date: 06/05/2023

  When I received a call from the business there was an agreement that they would send the mouse first and that they could look into trying to get the tape and the feet what they are doing is going and backing out against their agreement and forcing me to pay money for a replacement and making me pay double of what I paid from Amazon they keep having different people message me everyday and still don't give me an answer and play these mind games so I will reject this

• Initial Complaint

  Date:05/18/2023

  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.

  My laptops touch screen stopped working back in February. I reached out to razer and they told me I that I needed to reset my computer via a recovery stick. That didn't work and I sent my computer in for repair on April 10th. I purchased an extended warranty when I bought my computer. My computer and this warranty cost approx $4,400. The last week of April ***** (the repair company) told that the part they needed had Been discontinued and they are waiting on razer for a quote and how to proceed. They said my computer would either be replaced or credited but they needed a quote from razer. My computer had not been fixed. I have called centricity, the insurance company and have called razer and chatted with their laptop specialists via their chat support and there is no word on my computer or why it has taken over a month. I have been told numerous times that they escalated my case up to their internal team but yet nothing is happening.

  Business Response

  Date: 05/23/2023

  Razer Support reached out  to the customer and provided the tracking number for the replacement laptop.  ********* tracking number is ************. The estimated delivery date is 5/24.  The customer may contact ********************** Support directly for further assistance.

  Customer Answer

  Date: 05/23/2023

  
  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:05/15/2023

  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.

  Razer support has made my first and LAST purchase from them extremely miserable. I ordered the Razer Viper Ultimate (Mouse only) - Black. It was supposedly delivered "successfully" on 4/23/23 at 1:37 PM, which, frankly, it was not. Mind you, I am not off work until 2:30 PM Monday - Friday. The picture ***** left was of my package on top of the mailboxes at the very front of my apartment complex. When I went to look for my package it was no longer there. What a surprise. My units located in the very back of the complex. When I first contacted Razer live chat support, the representative explained to me that they require their carriers to receive signatures on all packages from the customer before dropping it off. That is an outright lie. How could the ***** driver get MY signature when I WAS AT WORK? That makes no sense. I then proceeded to contact ***** to file a claim about their lazy driver who couldn't be bothered to take it to my doorstep and about the stolen package. Next, I proceeded to email with several different customer support representatives who could only apologize for the inconvenience and refused to do anything. They kept contradicting themselves at every turn and kept asking me if I filed a police report. NO, I DIDN'T. Filing a police report is a waste of time. Do they really think the police care so much about a stolen mouse? How would they even track the stolen mouse? Oh yes, Razer support constantly says sorry for what happened and then do absolutely nothing to help remedy your issues. They outright refused to send me a replacement, or very least refund me the nearly $105 I spent. Told me to dispute it with my bank. I have proof of all the contradictory statements they kept telling me. Even had the audacity to say ***** reported no error on their part. This has been a very frustrating experience to say the least. I highly recommend everyone stay as far away from Razer and its products as you can. They just leave you in the dust. Expect no help.

  Business Response

  Date: 05/23/2023

  Razer Support reached out to the customer and created an RMA to replace the missing product.  Razer Support provided the customer with the tracking number and informed the customer to contact ***** to secure the delivery of the product.  The customer may reach out to ********************** Support directly if further assistance is needed.

  Customer Answer

  Date: 05/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution satisfactory to me. The *** was received without further issue, so I consider this case now closed. Thank you.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:05/12/2023

  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 Woverine Chrome V2 controller via best buy, order#BBY01-806661636325, 7/14/2022 and the controller became defective within the warranty period. I emailed Razer regarding the defective product on 4/24/2023 and provided all of the information/documents that was requested. Which best buy location, order number, date of purchase, along with a picture of the controller s/n. I stated that I did not want a replacement controller of the same model but would like a newer version and I would pay the difference since the controller is covered under warranty. Rather than working with me they kept asking the same questions/request that I have given them already, which best buy location, order number, date of purchase, along with a picture of the controller s/n etc. After close to 3 weeks of not receiving ANY type or resolve or clear answer I asked for a refund. They said they do not offer refunds, only exchanges. They're warranty does not state "no refunds, exchanges only". The problem is still yet to be resolved. I cannot file a claim with my bank due to purchasing it from a 3rd *************** and not from Razer directly. Best buy has a 30 day return policy and does not cover Razer's warranty. I have spent $162.36 on this product and I would like a refund rather than a replacement. I ended up buying another controller, xbox pro series 2 to replace the defective one. I have already shipped the defective controller back to Razer without any kind of resolve. I would appreciate any assistance BBB has to offer. I have all emails supporting this issue/problem, Razer incident/case# ******-000067. The low BBB rating is very accurate based on my personal experience. I would like a refund/compensation for this defective controller.

  Business Response

  Date: 05/23/2023

  Razer Support reached out to the customer, created an RMA, and then replaced the customer's defective product.  The replacement product was delivered to the customer Monday 5/22.  The customer may contact ********************** Support directly if further assistance is needed.

• Initial Complaint

  Date:05/09/2023

  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.

  My son's headphones broke after being purchased from BestBuy on 12/26/2002. I called Razer on 5/1/2023. I explained the situation to the agent and was told that I would receive an email in 24 hours explaining how to send the product back. I received the email however, now i was asked to provide proof of purchase. I went to Bestbuy and obtained a duplicate receipt which I sent to them. I was then told that I had to upload a video showing the problem. I did. Then I was told I had to send another email because it was blurry- it was not but I resent again. I was then told it was acceptable and I would receive another email on how to proceed with 24 hours. 3 days later I received another email saying that I had to advise them if I wanted to send the product back and receive a new one or pay for a new product to be shipped first. I answered and advised them to send the address where I could send back the product. They then kept sending me emails telling me they had sent a link to click on to start the return process--they did not. I called razer and was told nobody could help me and a supervisor would call me back. They have not. Then I tried to call **************** several times but nobody answers the phone. I am on hold now and its been almost an hour. I am not sure I believe that this number is actually real. You cannot speak to an Operator at Corporates. Then I received another email saying if I did not get the email to login to Razer and access my record with my RMA number. Of courser when I do this, it says no such number exists. In the meantime, my son's keyboard is not working correctly. RAZER, it seems, will do anything not to honor their warranty. They make it impossibly difficult to return anything. You cannot speak to a live person and you cannot get any resolution. Corporate does not answer the phone. Both of these products were only 4 months old when they stopped working. I would like a replacement of both of these items. I have just been hung up on by the **************** after being on hold for over an hour!!!!

  Business Response

  Date: 05/16/2023

  Razer Support reached out to the customer and created an RMA to replace the customer's defective product.  The customer may reach out to ********************** Support directly for further assistance.
  

• Initial Complaint

  Date:05/07/2023

  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 04/17/23, I purchased a Razer Turret from Amazon and it has been nothing but frustration, headaches, and a poor experience overall. The experience is so bad that I've begun to actively tell people to not use Razer products. They are poorly made, QC is abysmal, and Razer's support is so bad that I have submitted a formal complaint to the *** and will be submitting one to my state's AG. This is unacceptable. The keyboard is essentially unusable right now due to the constant disconnects and desyncing where my character in games just stops moving because the keyboard desyncs. Just refund me my money or I'll do a chargeback for it. I will never buy another Razer product.

  Business Response

  Date: 05/16/2023

  Razer Support reached out to the customer and created an RMA to replace the customer's defective keyboard.  The customer may reach out to ********************** support directly if further assistance is needed.

• Initial Complaint

  Date:05/05/2023

  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 logged a complaint prior to the same company, Originally had a warranty concern with my gaming keyboard, contacted Razer went through absolute h*** at least 30 pages of contacting back and forth for a warranty exchange, complaint ID ******** for reference. Between being hung up on insults to my intelligence I finally received a replacement Keyboard Aug 2022. I have owned this keyboards since and as a resent the volume switch is not functioning correctly. I contacted Razer as this is a New keyboard box says 2 years warranty. 1st call to Razer explained to a lady what was happening she was short but appeared to be looking into this for me, then I was hungup on? So I called back spoke to another person who looked into this and came back smugly and told me they are seeing the original keyboard was bought Dec 4,2022 and that puts this new keyboard out of warranty by a long time? (long time??) Received it in Aug 2022 ************** I stated to this rep so basically Razer is telling me they have no interest helping me with this issue and he said no! to maybe take it somewhere to have it fixed? Take it somewhere? and No? I'm guessing my history from last experience with this exchange has something to do with this, there was a ton of horrible exchanges hence why I went to BBB in the 1st place, I took it as resolved and I had hoped I would never interact with them for any concerns again! Sadly this keyboard though if you look at it.. its immaculate not a tiny bit of wear and tear as its not used for hard gaming.. Can anything be done about this? So they wont honour their warranty on this NEW keyboard replacement I am not asking for money just a replacement as per their warranty, I have not seen anything referencing original transaction will be used on a new keyboard?

  Business Response

  Date: 05/16/2023

  Razer Support reached out to the customer and created an RMA to replace the customer's defective product.  The customer may reach out to ********************** Support directly for further assistance. 

  Customer Answer

  Date: 05/16/2023

  
  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:04/28/2023

  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 bought a Razer headset (Nari Essential Wireless) on 2/10/23 from BestBuy. Within three months, the headset's plastic has already cracked after a SHORT (about six inches) fall to the floor. This is not normal wear and tear, and this distance to the floor is certainly not an "accident." This is shoddy workmanship using poor quality components, and customers do not deserve to go through this within such a short time after purchase. I have gone through customer support twice--wasting my valuable time--and both times they have denied my warranty claim without explanation. Here are the facts:- This is well within the x year period (all warranties are at a one year minimum).- BestBuy is a certified reseller.- The headset did not incur any hardships that would void the warranty.I can only assume that they don't provide an explanation because there is no valid reason to deny the claim. I'm tired of wasting my time and I'm not going to accept Razer taking my hard-earned money for extremely poor products.I paid $34.99, plus tax. I expect to have the headset either replaced or have my money refunded to me. This is unacceptable. I have two other Razer products and have purchased a third because I have been happy with the other purchases, but after this whole process, I'm doubting where my money will go in the future.

  Business Response

  Date: 05/03/2023

  Razer Support reached out to the customer and provided him with an RMA to replace his defective headphones.  The customer may contact ********************** Support directly if further assistance is needed.

  Customer Answer

  Date: 05/03/2023

  
  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:04/28/2023

  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.

  Similar to the previous complaint here. I purchased my 2022 Razer Blade 14 in June 2022. 3/31/23 is when I opened the initial case due to a motherboard issue with the laptop not booting. The laptop is still under warranty. The ******* repair center received my laptop on 4/4/2023. No update in over a week until I asked and on 4/14/23 the repair center told me they were still looking for the part. No update in over a week again and I contact Razer chat to escalate it to the repair center to give me an update on 4/24/23. It is now 4/28/23 and I have not received any new update. Razer's site claims repairs can take 5 business days. It has been almost a month since the initial incident and I just want either a repaired laptop or replacement sent. Incident Reference # ******-002470 RMA: RZC-*******

  Business Response

  Date: 05/03/2023

  Razer Support reached out to the customer and provided him with the tracking number for his laptop.  The scheduled delivery is Saturday May 5.  ***** tracking number 638078343693.  The customer may contact ********************** Support directly if further assistance is needed.

  Customer Answer

  Date: 05/03/2023

  
  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:04/27/2023

  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.

  Date of transaction: 2/25/2023 The amount of money you paid the business: $3,229.34 (But the amount that I am disputing is $3163.89.)What the business committed to provide you: Refund according to the customer service department What is the nature of the dispute is: Refund for the missing delivery Whether or not the business has tried to resolve the problem: They have not and are not going to seem to resolve the problem, and they rather push the responsibility to the financial service department for chargeback which the financial institution encouraged me to contact the merchant.Order number: RZUSAF1000001263925 Tracking number: ************ To add little bit more details to the situation, the purchase was made on 2/25/2023, and accordingly, the package was delivered on 2/28/2023. The package required the signature from the recipient, however, no one was at the residence including myself, hence, it was impossible for the ***** delivery guy to obtain the signature for the package. Since then, I have contacted Razer multiple times regarding the missing delivery, and they replied to the inquiry with the same format of response that they are escalating the issue every time. And later, several different customer service agents mentioned that they encouraged me to contact the bank to file the chargeback for a successful transaction of refund. So I contacted the financial institution which was *************** however, they stated that the dispute was closed in favor of the merchant although enough evidence was provided. And now, it has been more than 2 months, and would like to finish this disaster with BBB.

  Business Response

  Date: 10/24/2023

  Razer support has addressed the customers concern via Case number 230516-000207.  Razer support was able to resolve the customers concern with regard to his refund and it was processed accordingly for the customer.

  Customer Answer

  Date: 10/24/2023

  
  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,
  
  *************