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

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd.

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

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

• Initial Complaint

  Date:11/26/2023

  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've made a purchase of a $300 keyboard called the Razer Blackwidow V4 Pro on the website. They said "Free with purchase" I was supposed to get a digital copy of ************* 2 video game, but nothing showed ** in my cart and after escalating the issue, they made up excuses and lied and said that promotion was over. But when I spoke to the first rep, they said they see it in the cart on their end, which is clear proof that I purchased the keyboard during the promotion. They then said that they are sold out of digital copies and are trying to get more, or escalating to get me some compensation. Fast forward to today is when they lied and said I bought it outside of the promotional period. How unorganized. I sent another ticket but feel like they are going to make more excuses and eventually ignore the situation.

  Business Response

  Date: 11/27/2023

  Razer support has already reviewed the customer's concern. Based on the customer's complaint, the ************* code that he was supposed to receive did not appear on his cart during checkout, upon thorough review of the customer's order, the customer had used a promo code to which he availed of a 15% discount. As per the terms and conditions on the usage of voucher codes, Vouchers cannot be combined with any other offers, promotions or redemptions. Only ONE (1) voucher code can be applied onto ONE (1) transaction cart on RazerStore.com. The customer may review the information here: ****************************************************************************************************************************************.

  Customer Answer

  Date: 11/29/2023

  Your Razer technician that gave me the promo code did NOT mention any of this. Also, after I ordered, your other technician explained that it should be in my cart, as it worked on their end. So what I did was open and try to purchase the product on a different computer, without a promo code, and the game still didnt show on on my cart. At that point the technician was unsure and said I should be receiving the game after 20 days.

  This leads to your staff being untrained and misinformed when trying to explain these issues. I did not want to make two orders of the same product to TEST if I would get the game with the second order, since both times the game didnt package out in the cart. 
  

  On top of that, I noticed both transactions put some cheap Christmas wrapping paper in my cart which probably overruled the game, with no option to pick the game over the wrapping paper.
  

  They said they resolved this with me, but they didnt. Being a Razer customer for over 5 years I am ready to look elsewhere for my PC products.

  Business Response

  Date: 11/30/2023

  Razer support has contacted the customer again via case *************. As a valued customer, ********************** support will be providing a resolution that is amenable to the customer. We ask the customer to reach out to ********************** support to further discuss the resolution.

  Customer Answer

  Date: 12/01/2023

  
  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,
  
  ***** Tr
  
   
  

• Initial Complaint

  Date:11/24/2023

  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 sent my laptop off to be repaired, the motherboard needed to be replaced. I told razer I didn't want the battery changed and they agreed (on the phone) they then said my keyboard was broken as well (I have witnesses that will testify it was working fine when I sent it in) they then disposed of my battery and said there was nothing they could do about that. They said if I want the laptop returned it will not be returned with the battery. They claimed my keyboard is broken and it wasn't when I sent it in. They charged me $100 to steal my battery and tell me i have to buy another battery. I'll pay for the motherboard and the 2 fans I need but I want my keyboard and battery replaced free as I told them specifically not to replace the battery and the keyboard worked fine when I sent it to them.

  Business Response

  Date: 11/27/2023

  Razer support has already contacted the customer. As agreed upon with the customer, C-cover will not be replaced and the cost for battery replacement will be waived. The quotation for the customer will modified to exclude the parts that will not be replaced. Customer may continue to communicate with ********************** support via case 231112-002223 should there be any further clarifications or concerns.

• Initial Complaint

  Date:11/17/2023

  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.

  I purchased a Razer Blade 16 w/4090 from Razer's official/authorized Amazon store (Amazon is listed as an authorized seller on Razer's website) on September 21, 2023, during one of their $200 gift card w/purchase promotions . The laptop was delivered September 23rd. Mine didnt come with a gift card so I created a Razer support case on September 25th (Case #******-002864), to inquire about what information I needed to provide to claim the promotional gift. I provided them my invoice (Invoice #***-3076419-4288212) and a screenshot of the still active promotion on their website.I never received a reply. After waiting for over a month, I created another support case on October 29th (Case #******-001543) asking for someone to follow up regarding my first case.I still received no reply. I waited another 1.5 weeks and created another support case on November 7th (Case #******-003420) telling them that I still havent heard back from anyone.No reply.On the same day I created a separate support case with a different division of the company, for the same issue (Case #******-003433).No reply, again.Their automated replies say they will respond to cases within 72 hours. Next week will make 2 months that Ive waited. I'm uploading my invoice from September 21st, the screenshot that was attached to the September 25th support case which shows the promotion and Amazon as a place to purchase, and a screenshot of the group of of support cases filed w/their dates and case numbers.My desired outcome is for them to provide me the $200 store gift card they promised at the time of my purchase and/or an end to their false claims that risk duping future customers.

  Business Response

  Date: 11/21/2023

  Razer support has already contacted the customer via case number *************. Unfortunately, the $200 Gift card promotion is only applicable for purchases made within Razer.com. The customer bought his unit from Amazon which is excluded from the promotion. To resolve the customer's concern, ********************** support will continue to communicate with the customer on possible amicable **********************.

  Customer Answer

  Date: 11/27/2023

  
  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,
  
  Brooklyn *********
  
   
  

• Initial Complaint

  Date:11/07/2023

  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 purchased the mouse from official Razerstore on September 25, 2022. The mouse comes with a two-year warranty.On August 15, 2023, I submitted a warranty claim (Case Number: 230816-000165) providing detailed information and videos highlighting the problem with the mouse. I was promptly requested to provide additional information, which I did on August 16, 2023, along with a copy of the original purchase receipt.On August 31, 2023, I received an email stating that my claim could not proceed and requesting the same information I had already provided twice. To my dismay, I provided the requested information again on September 1, 2023, marking the third time I submitted the documentation.On September 5, 2023, I received an email indicating that my case had been escalated to a higher team for further assistance. However, on September 21, 2023, I received another email stating that the information I provided did not match and that Razer has a zero-tolerance policy against falsified or doctored information. As a result, Razer refused to honor the warranty and closed my case.I am deeply offended by this accusation of falsifying or doctoring information. I have provided the original purchase receipt and all requested information each time it was asked for. Razer's statement insinuates that I am a liar, which is not only untrue but also highly insulting.I have made attempts to reopen the case with a new case (230921-002918) and request a supervisor to review my claim, but to no avail. I have called multiple times, and each time, the customer service representative has assured me that someone will get back to me, but I have yet to receive a callback.Razer's refusal to honor the warranty for a defective product is unacceptable. I have been a loyal Razer customer for many years, but this experience has left me deeply disappointed and frustrated. I demand that Razer immediately reconsider its decision and provide the warranty service I am ***********.

  Business Response

  Date: 11/09/2023

  Razer support has already contacted the customer. After a thorough review of the customer's case and to resolve the customer's issue, ********************** will be replacing the customer's defective device. ********************** support provided the customer with RMA *********** to process the customer's replacement. ********************** has already contacted the customer and has provided the necessary information to expedite the resolution and replacement of the defective device. The customer may reach out to ********************** support via case 231109-000155 should there be any further concerns or issues.

  Customer Answer

  Date: 11/09/2023

  
  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,
  
  ****** Na
  
   
  

• Initial Complaint

  Date:10/28/2023

  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 am here to express my profound dissatisfaction with the company Razer and its customer service concerning an ongoing issue I have been facing with a Razer mouse I purchased. The ticket number associated with this problem is 230929-000461.I acquired the Razer mouse model Deathadder v2 pro, which has been experiencing a right-click button. After numerous attempts to address the issue on my own, I reached out to Razer and opened a support ticket 230929-000461 on september 28 Since then, I have encountered a series of issues with Razer's customer service. The service provided by the company has been extremely unsatisfactory, with conflicting information, missed deadlines, and a lack of proper communication. Furthermore, the responses I have received seem generic and do not effectively address the issue with my mouse.I am incredibly disappointed with the lack of action from Razer in resolving this issue within a reasonable timeframe. The mouse is essential for both my work and entertainment, and this situation has caused significant inconvenience.I hope that, as an intermediary, you can expedite the process of resolving this issue and ensure that Razer takes the necessary steps to replace or repair my defective mouse as soon as possible.I am willing to provide any additional documentation or information you may require to assist in the resolution of this problem. I thank you in advance for your attention to this matter and look forward to a satisfactory resolution.Sincerely,******************

  Business Response

  Date: 11/01/2023

  The customer has contacted ********************** Support via case number 230929-000461. Razer support has already contacted the customer but would be needing more time to evaluate the best possible solution to the customer. The customer is based in ****** and bought his Razer device in ******. We are currently working with our LATAM support team as there are certain nuances and dependencies in supporting customers from this region. We will be updating this complaint as soon as we have the best solution laid out for the customer.

  Customer Answer

  Date: 11/04/2023

  I am deeply dissatisfied with the ongoing delay in resolving my issue with the Razer Deathadder v2 pro mouse, and I find it unacceptable that this matter remains unresolved. It has been an exasperatingly long time since I first reported the problem, if you look the ticket, Razer's persistent failure to meet deadlines and communicate effectively has exacerbated my frustration.
  While I understand there may be regional nuances to consider, the protracted timeline for addressing my issue is simply unjustifiable. I depend on this mouse for work and leisure, and the inordinate delay is causing substantial disruption and inconvenience.
  I keep waiting Razer rectify this situation by promptly repairing or replacing my defective mouse. Timeliness in addressing customer issues should be a fundamental aspect of any reputable company's service, and I feel let down by Razer's failure to meet this standard.
  I insist on a swift and effective resolution to this problem, and I am fully prepared to provide any necessary documentation or information to expedite the process.I trust that you will take this matter seriously and prioritize its resolution without further delay.
  Sincerely,******************

  Business Response

  Date: 11/07/2023

  Razer support has been in contact with the customer. In order to fully resolve the customer's issue, ********************** support has already created RMA RZC-1589007 to process the replacement form the customer. The customer can continue to contact ********************** support via case number 230929-000461 should there be any further concerns.

  Customer Answer

  Date: 11/10/2023

  As of now, the mouse has not been dispatched for replacement, and I am still awaiting clear instructions in response to my initial ticket. While I understand the efforts made so far, I want to make it clear that I will continue to dispute and reject any closure status until the replacement process is successfully executed.
  The duration of this case has extended over two months, significantly impacting my user experience. I insist that the case remains open until a definitive and successful resolution is achieved.

• Initial Complaint

  Date:10/25/2023

  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 have a Razer laptop. It was purchased for over $3k. After two months the computer died. Razer replaced it in July of last year. Now, almost a year later, the computer died again. They are refusing to stand by their shoddy craftsmanship. They are asking for a $100 diagnostic fee and then said theyll send me an estimate for a fix. They are telling me this is an out of warranty repair. A computer should last longer than 1 year at that price point.

  Business Response

  Date: 10/26/2023

  Razer support has already contacted the customer. Although the customer's warranty has already ended, ********************** has granted a one-time exception for free in-warranty repairs in order to address their concerns. Razer support has issued RMA RZC-1583952. We are waiting for the customer to send his unit in order to proceed with repairs.

• Initial Complaint

  Date:10/18/2023

  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.

  Ordered a laptop from Razer.com. It was the wrong configuration so I returned it. It was lost in transit for a few days so I contacted them to tell them. It was then delivered, but they kept prolonging the case by saying they were still investigating. Yesterday, they just randomly closed the case and said that the proof of purchase didn't match, but I literally purchased the item directly from them. I contacted again to try to figure out why it was closed, and instead of trying to fix the issue, they told me "This item was reported stolen." and instantly closed the chat with no explanation. This happened twice. None of it makes any sense, as I purchased it directly from them and they're saying it was reported stolen, which I definitely didn't do, and my information matches everything on the order.

  Business Response

  Date: 10/18/2023

  Razer Support reached out to the customer and let him know that due to the inaccuracies and inconsistencies in the documentation provided; Razer will not provide the customer a refund. 

• Initial Complaint

  Date:10/07/2023

  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 contacted Razer months ago about my brand new Razer Blade 15 laptop overheating to the extent it was burning my fingers. When they finally got back to me they had me run some spec tests and I sent the results that it was in fact overheating.They never responded to the e-mail of data of my results. Flash forward a couple months later using first time using my Razer while unplugged while on my bed I hear a loud CRACK sound the the bottom casing then explodes out onto my chest even slightly burning me. The lithium battery completely swollen out from the bottom. I had to fly out the next day and I contacted the airline as I thought it was dangerous to have a defective exposed lithium battery and they informed it is not safe to bring on an airplane. This is a major liability issue.I contact them expecting them to replace the unit or at the very least repair it. They conveniently tell me it outs of warranty even though I told them they didnt respond to initial contact to them when I brought the overheating to their attention when it was in warranty. I'm starting to think this was a deliberate attempt to run out the clock of the warranty.Product Liability: Razer has a legal obligation to produce products that are safe and free from defects. The laptop's malfunction and subsequent battery swelling indicate a product defect for which Razer should be held liable.Breach of Implied Warranty: At the time of purchase, there was an implied warranty that the laptop was fit for its intended purpose and safe to use. The malfunction and potential explosion of the laptop breached this warranty, resulting in harm and damages.Failure to Warn: If Razer was aware of potential dangers associated with the laptop or the lithium battery and failed to provide adequate warnings to consumers, it could be held responsible for the damages caused by the defect.Defective Design: laptop's design or manufacturing process was flawed, leading to the swelling of the lithium battery.

  Business Response

  Date: 10/12/2023

  The customer intially contacted last February ******* complaining that his system is crashing. It was then identified that there were issues with the customer's system. The customer bought his unit last 11/05/2021. 
  
  After a thorough investigation of the customer's complaints, it was determined that the customer's unit is already beyond the limited warranty period of 1 year.
  
  The customer may refer to the warranty page for more information: *********************************************.
  
  Razer support has offered the customer a discounted fee for out of warranty repairs. The customer has been already been offered a 50% discount on the out of warranty repair fee.

• Initial Complaint

  Date:10/06/2023

  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.

  I purchased a wired Xbox controller from Best Buy about 1.5 years ago. I recently moved and lost the cable and removable thumbsticks in the process. I understand I am out of the warranty period, and contacted customer support to see how I could purchase replacement parts. I was advised that this company does not offer replacement parts. After paying $130 for a controller, I was shocked to hear that they dont offer replacements. The controller is now completely useless.

  Business Response

  Date: 10/12/2023

  Razer support has already contacted the customer and we are currently looking for options on how to support the customer's request. Unfortunately customer is already out of warranty. We have already lodged a request for spare parts request but it is not a guarantee that parts would be available to the customer's specific item.

• Initial Complaint

  Date:10/04/2023

  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.

  In late August, I contacted Razer regarding my laptop charger, which was just out of warranty. I have had this laptop for just over a year. I was told on chat that my charger would be replaced since it had broken off into the charging port on my laptop. I stressed that this has never happened to me as my laptops do not leave my home since I work from home. They agreed to send me a replacement, only to email me later that they would no longer do so. As promised in the chat, I am seeking a replacement for the charger.

  Business Response

  Date: 10/09/2023

  Razer Support reached out to the customer and created an *** to replace the defective charger. *** RZC-******* has been created for the customer and is currently awaiting allocation. The customer may contact ********************** Support directly and use case number 231006-000171 or the *** number as reference if further assistance is needed.