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

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

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razer USA Ltd

  1 Garden State Plz Spc 212B Paramus, NJ 07652-2417

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:09/28/2023

  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 purchased a Razer Seiren microphone June 2 *****. It started having problems by the end of June and became unusable by the middle of September. This product is supposed to have a 12 month warranty. I was finally able to make contact with Razer customer support Sept 17. After all the trouble shooting they deemed this mic inoperable and eligible for replacement. Then they decided it was the sellers responsibility to honor Razer's warranty. When I refused to embarrass myself by not approaching the seller ,who has absolutely no responsibility here, to replace the faulty Razer product, Razer refuses to honor their warranty. They went so far as to try to appease me with a $15 voucher to purchase another one of their faulty products that has a worthless warranty.

  Business Response

  Date: 09/29/2023

  Razer support has already informed the customer about the limitations in the warranty. Unfortunately, purchases from unauthorized dealers/resellers will are not covered by Razer's Limited Warranty. Customer purchased the unit from **** based on the customer's provided proof of purchase.

  Excerpt from the warranty page explaining Razer's Warranty Policy. 

  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.
  Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer.
  Razer has these policies in place to protect both our valued customers and resellers.

  
  Who is authorized to sell Razer Products?
  Please see list of authorized Razer resellers. This link is constantly being updated with new resellers. So if you have any questions as to whether or not a dealer is an authorized reseller, please contact us at the following link. Razer currently has no authorized resellers on **** or any other online auction sites.

  The customer may refer to our warranty information page at ********************************************* or contact Razer support for further clarification.
  

  Customer Answer

  Date: 09/29/2023

  This is a genuine Razer product. This company is using every miserable excuse possible to keep from honoring their warranty. They went so far as to blame the seller for their failure.  I offered to ship the faulty item to them at my expense so they could verify its authenticity. Ive had no response. The offer stands. Regards 

  Business Response

  Date: 10/05/2023

  Razer support has already informed the customer to contact the reseller for his concern.

  As part of Razer's warranty, it clearly states that purchased products from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer/reseller.

  Excerpt from Razer's warranty policy:

  Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer.
  

  Customer purchased the unit from a reseller on ****. Razer currently has no authorized resellers on **** or any other online auction sites.

  Customer Answer

  Date: 10/19/2023

  This item was purchased 6/2/2023 and it failed 9/16/2023. It was supposed to be warranted for 1 year. The only settlement I would accept at this point is a full refund of $92 as Ill never own another Razer product. 

• Initial Complaint

  Date:09/26/2023

  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.

  On 08/31/2023 I submitted a gift card to Razer gold customer service I bought this gift card and mistakenly peeled off some PIN number, customer service confirmed using serial number that the card is valid and I submitted the gift card with the receipt fast forward to 09/06/2023 , Razer gold customer care sent me a pin ************** and completely new serial number ********** and when I tried to use it , card has already being used this was also confirmed by customer care , I have submitted receipt and police report , I am holding Razer gold responsibility because when I sent you a card it was valid and not used , and you have also confirmed it wasnt used by me you because you claimed to have block the fraudsters account that used it on 09/06/2023 at 07:49 pm.. kindly take the money from the blocked account and provide me with my $500 Razer gold

  Business Response

  Date: 09/28/2023

  Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after it was provided. In our findings, the *** has been used after it was provided to the customer. All transactions on the ********************** Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold *** that was purchased had been used by someone else.

  Customer Answer

  Date: 09/28/2023

  nothing was provided to me please , AND NO IT WAS NOT USED AFTER YOU PROVIDED IT , BECAUSE RAZER CONFIRMED IT WAS USED BY ANOTHER ACCOUNT AND THEY HAVE BLOCKED THE ACCOUNT (AND IT IS OBVIOUS THE BLOCK ACCOUNT IS NOT MINE ) and yes Razer gold is responsible for my gift card , I provided a gift card that was not used to Razer gold if Razer Gold does not provide my unused card I will proceed to small claim court.

  p:s I have already submitted police report to Razer gold, if Razer gold wants to prosecute the scammer is none of my business

  Business Response

  Date: 10/05/2023

  Razer support has already provided the necessary information and the next steps to the customer. We have provided information that his Razer Gold gift card was activated after it was provided to the customer. In our findings, the *** has been used after it was provided. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold *** that was purchased had been used by someone else.

• Initial Complaint

  Date:09/26/2023

  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.

  We purchased headphones from Razer. Within a few months, one of the earpieces speakers stopped working. We also purchased Razer Care Elite. A call was placed to Razer regarding the hardware issue. We were directed to go through many steps to troubleshoot. We had already tried these steps as they are listed on the website and things that must be done before calling. Despite advising the representative of ******* criteria, we were directed continuously to try these steps again. Eventually, we were directed to an email process and were advised the product would be replaced. However, over a week later, we continue to be passed around from person to person with request after request, many for pieces of information we already provided. It appears Razer has no interest in honoring its warranty or the protection plan.

  Business Response

  Date: 09/28/2023

  Razer Support has reached out to the customer and created an RMA to replace the defective device. Prepaid label has been provided for RMA RZC-******* and instructions have been provided to ensure resolution. The customer may contact ********************** Support directly if further assistance is needed.

• Initial Complaint

  Date:09/22/2023

  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.

  November 2022 I purchased a Razer wireless headset, it was received in December and cost over $100. It worked via bluetooth and began to disconnect from the computer constantly. It was troubleshooted with Razer customer support for weeks til I was advised to ship it to them to have it fixed or a new headset sent to me in its place. I was told it would be replaced with a Razer Kraken V3 which is a cheaper wired headset. I stated that I did not want a wired headset (I have purchased and thrown away two of their wired headsets because the wires break rendering the headset useless). I was assured in two to three emails that my headset would either be fixed or I would be sent the same model which is wireless. I even verified this again prior to shipping, I then sent my headset in and a month after it was received I had still not heard anything. I reached out to Razer again and was told they were sorry and would find out what happened, the next day I received a notice from ***** that a new headset was on the way and they emailed me to say that it was already shipped. I received it today and discovered that I was misled and a wired headset that I specifically stated that I did not want was sent even though I was assured I would be sent a wireless headset. I would like someone from headquarters to ship me a wireless headset and a prepaid shipping label to return the wired headset.

  Business Response

  Date: 09/26/2023

  Razer support has already been in touch with the customer via case number *************. ********************** support is currently working on a viable replacement for the customer's unit as it is considered end of life. Based on the Remedies under the limited warranty: 

  Where the Product is an "end of life" Product model, Razer may (at its sole option) exchange the Product with a functionally equivalent substitute model from Razer's current Product range. Razer has the sole option to provide any other type of remedy in addition to or in substitution of the aforesaid remedies.

  The customer may review such remedies in our website. *********************************************.

  Customer may contact ********************** support for further assistance.

• Initial Complaint

  Date:09/08/2023

  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.

  Support Case: 230805-001748 *** #: RZC-******* I purchased a device from Microcenter In February and it broke recently. I contacted Razer Support on Aug 5th and sent my proof of purchase, serial number and pictures of the issue. They agree'd to rma it. I sent my device in and it arrived on the 15th *****************************************************. Every so often I mailed in asking when the *** was coming and got no response. After 3 weeks passed I called customer support then they told me the team would reply back to me in ***** hours ( The emails I sent before also said the same with no response) After that I did get a reply back but they told me that I lied about one of the 3 things that I already provided.1. Product Registration 2. Proof of Purchase 3. Address Information This is pretty absurd at this point as they have had my device for 3 weeks and I opened the case a month ago with the proof already. I called support and they kept deflecting and said I had to email the thread to talk with someone. I did a few days ago and they are still ghosting me refusing to speak. I can't get my warranty completed nor can I talk to anyone to get my device back. It has been the worst customer support experience I have had.

  Business Response

  Date: 09/13/2023

  The customer has contacted ********************** support via 230805-001748 RMA #: RZC-******* and sent the device to our repair center for replacement. Upon further investigation by our technicians, it was deemed that the unit had suffered customer induced damage which voids the warranty. Based on Razer's warranty policy, claims arising from any unacceptable use or care of the Product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use or any operation of the Product outside Razer's recommended parameters; The customer may visit ********************************************* for more information and may contact Razer support for more information.

• Initial Complaint

  Date:09/06/2023

  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 Razer Gold Card and I couldn't receive the amount of ,$80.00 from it. An I contacted Razer an they said send them ***** an they would reload the card.

  Business Response

  Date: 09/11/2023

  Razer support was already able to contact the customer. The customer was already given the information that the PIN details ************** has been used. Please refer to the following date & time was utilized:
  
  Date: 20 Aug 2023
  Time: (UTC+08:00) 22:53

  If the customer would have any further concerns, he may contact Razer support directly.

• Initial Complaint

  Date:08/26/2023

  Type:Sales and Advertising 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 a customer of **********************, who bought my Razer Blade 15 Advanced 2019 from the RazerStore in August 2022, and through several months had to go through various battles with Centricity and RazerSupport all culminating in being told that I truly didn't own the laptop I had bought in store and later being given a laptop with several defective qualities leaving me with a melted and warped fan due to a loose s**** and a screen that is broken.In 2022, I had sent in my laptop for a warranty repair (spills, drops, accidents) that fit within my warranty, after over 3 weeks of calling every day to get a box sent, it seemed as if they were dropping my claim and never taking notes on it. Several times during these events they had forgot my claim number, accused me of not having a warranty depending on the day, and later admitted that they never even sent a box to my address after telling me 2 weeks prior that they had. After finally sending it in for repairs, I waited 3 more weeks, calling constantly as it was over the estimated waiting period for repairs, and later they said that they hadn't even started repairing my laptop because they didn't trust the fact that I had owned the laptop in the first place. I had bought the computer in person and when I sent documentation, they went radio silent for several more weeks until I confronted them again.After this lengthy repair, I finally received my laptop again. And within 3 months the fan had melted due to a loose s**** blocking it that came undone during their repair. After finally getting that issue handled, my screen has completely broke without warning and without any external damage or driver update.

  Business Response

  Date: 08/30/2023

  Razer Support is already in contact with the customer. We are currently working with the customer to assess the complaint and will be providing the necessary support and remedies to address the customer's concerns.

• Initial Complaint

  Date:08/07/2023

  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 puchased a Razer mouse on amazon late last year, so the product has not passed Razers advertised warranty and from my persobal experience with reputable gaming brands, should not be the end of the lifecycle of such product.Ive dealt with intermittent connection for a while, but it was usually temporarily resolved by reconnecting the base station. Then the rubber on the side of the mouse started peeling, to the point that the texture made it almost unbearable for me to use the mouse. I contacted razer via support, where i was quickly offered a replacement. Shortly after razer refused a replacement, sending me troubleshooting for the connection issues and wishing me a good one. After troubleshooting the connection issues actually got worse for me. After reaching out again, the technical support tells me that cosmetic damage is not covered and has been ignoring my request ever since.While I understand the cosmetic part, razer has been ignoring the part about the connection issue and it certainly seems like there is no issue in quality products (which they proudly advertise) or resolving issues for understanding and loyal customers.

  Business Response

  Date: 08/09/2023

  Razer support has already contacted the customer. ********************** support is currently waiting for customer's feedback to proceed with the replacement of his defective unit. Customer may contact ********************** support directly in order to proceed with replacement procedure.

  Customer Answer

  Date: 08/10/2023

  The solutions offered to me are as follows:

  Send my mouse back and be without one until they send a new one (which is not guaranteed either it seems)

  OR

  To pay for another one. Which is not an option as I am obviously not happy with the product.

  If no other solution is possible, it seems like I am stuck with a broken product or have to pay for it again, which is absolutely confusing to me. I have no idea how this is my fault here.

  Business Response

  Date: 08/11/2023

  Razer support has already contacted the customer and the customer has 2 options with regard to product replacement. For a standard replacement, the customer would have to send his defective unit back to Razer and a replacement device will be shipped back to the customer once ********************** and received the defective device. For the advance replacement procedure, the customer would have to pay for the replacement device upfront, the payment for the advance replacement will then be refunded back to the customer once the defective device has been shipped by the customer and received by **********************. This is in accordance with the warranty policy within Razer. 

• Initial Complaint

  Date:08/06/2023

  Type:Customer Service 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.

  Bought a Razer Wolverine v2 Chroma from Amazon, which was delivered two days ago (August 4, 2023). The controller works fine, but, to access additional functionality on PC, you have to download software called "Razer Controller Setup for Xbox" from the ********* Store. ********* Store has NEVER worked for me. If you ****** the problem, I have done everything that comes up short of reinstalling Windows. There is no VPN, I've tried it with firewall and antivirus turned off, reset it, reinstalled it, re-registered it, the list goes on, but ********* Store does not work. However, that is a separate complaint. Razer has kept me on a treadmill all yesterday and so far today via ********* asking all sorts of ridiculous questions and asking for irrelevant personal information, all because they don't want to provide an alternate download link for the software. They even had me download and install Synapse, which doesn't support the controller. The convolutions they've gone through to avoid providing the software have been herculean, but all it would take it just... a link to an alternate source. That's it. The software is FREE. To everybody. But they won't provide it to me. I'm still in communication with them (they just asked me if I have ANOTHER WHOLE COMPUTER to try it on, like I'm made of money), but I'm debating returning the controller simply because I can't access the software to access its additional functionality. Which is a ridiculous reason... but on Razer's part, not mine.

  Business Response

  Date: 10/24/2023

  Razer support has addressed the customers concern via Case number 230806-002504. Razer support has provided the customer with the direct download link for the Razer Controller Setup for Xbox.

• Initial Complaint

  Date:07/30/2023

  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.

  Refuses properly compensate me due to over four months of issues and being unable to use the $3000 laptop I purchased which has been repaired once and received with even more issues than was originally sent off for. Ignored me for months and refused to attempt any genuine contact with me. Then after filing one complaint already offered only $50 for over four months absolutely terrible customer service and refusal to cooperate. Then after asking to speak with someone in a higher position via phone call email or face to face meeting Im told they do not call or email and are all located outside of *******. Then after being told that theres no one above a management position in the US I asked for clarification on that and was told that there are people in the us but they will not speak with me. I was constantly interrupted during the most recent phone call insulted with an offer for 50$ ignored for over 4 months among many other things.

  Business Response

  Date: 10/24/2023

  Razer Response: Razer support has addressed the customers concern via RMA Number RZC-*******. The customers unit was replaced to resolve the issue with his laptop. Aside from the replacement, the customer was provided with an accommodation product via RMA RZC-1531620.