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

  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:07/29/2023

  Type:Delivery 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.

  The Razer repair service has been incredibly frustrating for me. I sent my Razer laptop for repair on July 06, 2023, and after a few days, they quoted me for a battery replacement. I paid for the quote the same day, and they said they would ship it out once it was repaired. On July 14, they provided me with the tracking number ***** ************, and I expected it to arrive on July 15. Unfortunately, things took a turn for the worse when ***** returned the shipment to the sender without any reasons, showing the "Return tracking number ************". My address was correct, and I have used it for numerous package deliveries by *****, UPS, USPS, and Amazon.According to the tracking number ************, the shipment was received by Razer repair on July 19, but I haven't received any updates even after waiting for 7 business days. When I contacted them via email, they used the excuse of the warehouse being closed on weekends. I urgently need my laptop to be shipped out so I can use it for the new semester. I can't understand why it's taking so long to ship out the returned shipment, and I'm baffled as to why they sent my repaired laptop to an incorrect address, not following the one I provided. Is Razer Repair is a scam? Now they have closed my RMA case: RZC-*******, and I couldnt get my laptop back.

  Business Response

  Date: 08/02/2023

  A new RMA was created for the customer. RMA *********** with ***** tracking number 649130259011 was provided to the customer. The customer's unit was already sent back to the customer after completing repairs last Aug. 2, 2023.

  Customer Answer

  Date: 08/05/2023

  
  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 really appreaciate your help so I can finally get response from Razer and my laptop back.

  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:07/22/2023

  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 had ordered a laptop from Razer in February 2023 but had to return it. I dropped it off at a ***** location with the pre-paid label they gave me. Since it arrived at their warehouse at the end of February (proven by ***** tracking), Razer has refused to refund me, stating that something was falsified on my end, and the package did not arrive at their warehouse. I did my part, now they need to refund me. Razer's customer service is absolutely terrible as it has been over 5 months of back and forth with them. I want my $3,600 back.Please find attached the label provided to me by your customer service reps. **** that if you go on ***** tracking, type in the tracking number, you'll see that it was delivered. I have also attached my order receipt.

  Business Response

  Date: 08/02/2023

  Razer support has been in contact with the customer. We are still actively investigating the case and will be providing a comprehensive update and resolution once complete. The customer may contact ********************** Support directly if further assistance is needed.

  Customer Answer

  Date: 08/05/2023

  Ive been waiting months for my refund and now Razer continues to make me wait. They asked me for a ***** drop off receipt, I provided one. Im still waiting. 

  Business Response

  Date: 08/08/2023

  Due to inconsistencies provided by the customer with regard to the product return and the fact that the warehouse did not receive the unit, Razer cannot process a refund. The customer may try and file a chargeback with his credit card company.

  Customer Answer

  Date: 08/11/2023

  lol its ******** Ive been dealing with this terrible company for 5 months. Its really not my problem that they didnt get the laptop I had sent back to them. Clearly an error on fedexs fault. 

• Initial Complaint

  Date:07/20/2023

  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 bought a Razer Blackwidow V4 gaming keyboard on 6/4/2023. The keyboard was defective. I spoke to the customer care folks and they deemed it defective. They gave me options to get it replaced and I chose Advance replacement. After multiple emails and phone calls, they finally sent me an RMA link for the advanced replacement. I paid for it many days ago but so far I not received the replacement or any details regarding when I will receive the replacement. So now I paid double and am stuck with a defective keyboard. Everytime I call the customer care, they say they will call back but I never get a call back. No one answers my email. This is complete fraud.My Incident Reference # ******-002585

  Business Response

  Date: 08/02/2023

  Razer support has been in contact with the customer. RMA *********** has been provided and replacement has been sent with ***** tracking number 679614453501 which was delivered last 07/28/23. The customer may reach out to ********************** support directly if further assistance is needed.

• Initial Complaint

  Date:07/14/2023

  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.

  Return Authorization Number (RMA number) is RZC-1472465.Case number is 230519-000708 May 18th, 2023; I started an Advance Replacement May 19th, 2023; I payed for the Advance Replacement June 5th, 2023; Razer received my defective keyboard and should have started the refund process. ****** Tracking #: 398545838436)June 6th, 2023; Received an email stating that the keyboard was received by Razer.June 30th, 2023; Called Razer for an update regarding my refund.July 14th, 2023; Called Razer for an update regarding my refund.

  Business Response

  Date: 07/24/2023

  Razer Customer Support reached out to the customer and informed him that the refund has been completed.  The customer may reach out to ********************** Customer Support directly if further assistance is needed.

  Customer Answer

  Date: 07/24/2023

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

• Initial Complaint

  Date:07/13/2023

  Type:Delivery 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 Razer Blade 14 2022 on May 16th, i returned said laptop on May 25th, the returned laptop arrived back at razer headquaters on June 5th and was signed for by *******. It is currently July 13 and i still have not recieved my refund. I have talked to over a dozen support agents and they are just giving me the run around.

  Business Response

  Date: 07/17/2023

  Razer Support reached out to the customer and informed him that his refund has been processed.  The customer may contact ********************** support directly if further assistance is needed.

• Initial Complaint

  Date:07/09/2023

  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 have contacted Razer.com several times asking for a refund of unactivated gift cards. I did not know they were for only games and electronic services. I bought two of these; one on 6/29/2023 for $200 on my debit card, and another for $300 on 6/30/2023 split with $100 of this cash and the other $200 on my same debit card. The cards have not been activated although the pin numbers have been revealed. The company has only responded once and has not responded to four attempts to get my money back.

  Business Response

  Date: 07/11/2023

  Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the *** has been used after purchase. 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:07/07/2023

  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.

  The Item I purchased for $6,892.99 by WWW.RAZER.COM, on March 8, 2023 was a Razer Blade 18 - QHD+ 240 Hz - GeForce RTX **** - Black laptop.I returned the laptop per tracking: ************ by fedex.The return was delivered and Razer is stating they did not receive it.After close to a hundred emails with Razer and them not assisting me with a refund they told me to file a chargeback with my bank. I then proceeded to file a dispute with **** for this issue. **** favoured in Razer because I was a too late in providing the necessary evidence due to being on vacation. CIBC my bank told me to file a better business bureau complaint to try to retrieve the funds. Otherwise, if all else fails I have to hire a lawyer to file small courts legal claim on this matter.I will attach the supporting document I sent to CIBC below outlining the details of the case and highlighted emails.Please assist me. Thank you.

  Business Response

  Date: 07/11/2023

  Razer Support contacted the customer and informed him that because false claims, pictures, and documentation were provided, the return period has expired. 

  Customer Answer

  Date: 07/12/2023

  I did not provide any false information. Razer did not contact me either, they are refusing to refund the returned item.

  Business Response

  Date: 07/12/2023

  Razer Support reached out to the customer and let him know that due to the inaccuracies in the documentation provided and the investigation by the Razer warehouse and ***** determined that the laptop was never shipped to Razer.  Razer will not provide the customer a refund. 

  Customer Answer

  Date: 07/12/2023

  I have shipped out the laptop, as per the tracking you can see that it was delivered to ******* **********. ***** shows it on the tracking website even with the weight.

• Initial Complaint

  Date:07/03/2023

  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.

  I bought one of the Razer gift cards to send to my friend. It is like it has already been used. They asked did I give it to anyone? I said no. I would like a refund.

  Business Response

  Date: 10/24/2023

  Razer Response: Razer support has contacted the customer to address the customers concern. Case number 230718-000422 was created for the customer and customer was provided with the necessary steps to resolve the issued.

   

• Initial Complaint

  Date:06/29/2023

  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 April 23rd of 2023 I contacted them about issues with my razer blade 14 that I purchased. I had already had issues once and had it sent for repair. After receiving it back from repairs I am unable to use the laptop to its full battery life, I am unable to change the display refresh rate above 60Hz and multple applications no longer work even after multiple factory resets Ive contacted the company almost every single day since thing and have been told for almost three months now that I will receive a call from a manager about my refund/ repairs. Every single time they reply to keep my lines open and that I will receive a call. After never receiving any calls I requested either number for the manager or the exact date and time they will be calling about three times now only to be told to keep my lines open just to never receive a phone call or an email saying anything else other than to keep my lines open

  Business Response

  Date: 07/12/2023

  Razer Support has been trying to reach out to the customer to resolve the customer's concern. The customer may contact ********************** Support directly if further assistance is needed.

• Initial Complaint

  Date:06/24/2023

  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.

  They sold me a broken mouse and are ignoring all of my emails about the issue. I want a replacement or we will be going to small claims court and I'll be reporting the transaction to my bank as fraudulent and request them to investigate the business

  Business Response

  Date: 06/27/2023

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