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

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razer USA Ltd

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

• 

  Razer USA Ltd

  11401 Century Oaks Ter Austin, TX 78758-8699

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:06/21/2023

  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.

  Bought a mouse (razer Basilisk v2) that was a little defective, razer was painstaking to deal with. They replaced it, but only after I paid for advanced replacement do they tell me they have to replace it with a different version, the v3. I thought it's probably no big deal, but it turns out that the v3 is a much more poorly crafted product, it's causing me hand pain and carpal stress. It turns out that they have the v2, the same model as I bought available for purchase, but they refuse to provide it, claiming sales stock is "in a different warehouse". Is that warehouse off the grid? Do they not have phones or email? "Hey can you ship this item to this person and write it off? Thanks" see, so easy. I even said they could give me a credit or something to purchase the identical model from them myself if it made things easier for them. They sent a 15% off coupon.Replace my mouse with the same model which you clearly have in stock, or return my mouse back to me. I don't want this hand ruining dirty cash grab product you sent me. I can't believe you guys even made this garbage and it seems that you're trying to get rid of them however you can.Replacement case: 230428-002495 Replacement issue case: 230612-001448

  Business Response

  Date: 06/27/2023

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

  Customer Answer

  Date: 06/30/2023

   I have received a single email promising further contact and the correct replacement.  I will wait until actual resolution to close this, rather than accepting another promise.

  Business Response

  Date: 06/30/2023

  Razer Support reached out to the customer and created an RMA to replace the defective mouse. Replacement details will be communicated when available. The customer may contact ********************** Support directly if further assistance is needed.

  Customer Answer

  Date: 07/18/2023

  
  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:06/20/2023

  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.

  On 5/30/23 I purchased a laptop from Razer for $2,123.99. On 6/5/23 it was delivered. After opening the box, I discovered that the laptop was damaged. I contacted their support what where someone said they would get back to me. The next day I received an email that the case was documented. Nowhere in this email was a resolution. I then called, but was hung up on. I then tried the support chat and was told someone would get back to me. Two days later, I was given options for ***. I proceeded, but they somehow misunderstood and had to restart the *** process. Every time I try to call I am hung up on at different points. Sometimes I will get through to someone and they put me on hold and hang up, other times they hang up before I can even speak to someone. I was then emailed a link to the *** system, where I chose to pay for a replacement, then once it arrives send the broken one back for a full credit. I waited and was then told the replacement is out of stock. Despite this, the laptop shows as in stock on their website. I once again contacted support and was told that they are waiting for an update from the *** team. This is what they have been telling me for several days now, if I'm even lucky enough to get through to anyone.

  Business Response

  Date: 06/26/2023

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

• Initial Complaint

  Date:06/15/2023

  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.

  Razer Support has agreed that my broken computer mouse is still under warranty and that it needs to be replaced. They specifically said in writing "we can say that your Razer Basilisk V3 is defective and needs to be replaced". Yet they keep telling me they can't find my email address or Razer ID within their system so they cannot proceed with replacing the mouse. In response I showed them a screenshot that contained both my Razer ID and email, they gave me the same response again. I've RMAed several Razer produces in the past with this same email address. Their refusal to replace my computer mouse is breach of warranty.

  Business Response

  Date: 06/23/2023

  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.

• Initial Complaint

  Date:06/06/2023

  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.

  The site has it's own redeemable currency called Razer Gold. I purchased $115 dollars worth of Razer Gold using the cryptocurrency Tron(TRX). After payment I received an email saying it was successful, but I never received the Gold for my account. The purchase was made on May 5th, 2023. I waited a day to file a support ticket. I received very slow responses and little info on receiving my purchase. Although I had the payment successful email and transaction ID, they had me go to great lengths to prove the purchase in their system. I gave them a screenshot, they then had me send the whole email. After that, they had me screenshot the official transaction on the blockchain. After several weeks, they finally said they had seen the payment and would refund me my money in 14 days. I asked them to tell me exactly what wallet address they would be sending the refund to and they declined to do so. I gave one last chance and have received no reply so I am filing my complaint here to hopefully receive a resolution. I have the full email conversation and all proofs of payment. The transaction ID number is ********************* and the email used for the account is ********************* I am prepared to pay any fees necessary even if they exceed the product purchase amount.

  Business Response

  Date: 06/14/2023

  Razer Support reached out to the customer to let the customer know that ********************** provided the refund.  The customer may contact ********************** Support directly if further assistance is needed.   

  Customer Answer

  Date: 06/14/2023

  I recently was told that my refund would be received by June 13th at the latest. It is now June 14th and I have still not received the payment or product ordered. If you believe you have refunded me, I will require proof. When you actually do choose to send me a refund, please provide the blockchain transaction ID and the address you sent it to. Please keep in mind that the blockchain is public and any party is able to verify whether a transaction really occurred and what address it was sent to. If requested by the Bureau, I can provide the wallet address I sent the currency from so that they can confirm that the money was sent from ***************** the current balance, and confirm that a refund was never received. Looking forward to your response!

  Business Response

  Date: 06/29/2023

  Razer Support reached out to the customer to let the customer know that ********************** provided the refund directly back to his bank account.  The customer may contact ********************** Support directly if further assistance is needed.   

• Initial Complaint

  Date:06/05/2023

  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 Blade 14 - QHD 165Hz - GeForce RTX **** Ti - Black on 28 October 2022 from the Razer website (*************************************).The device had intermittent USB charging issues out of the box. I submitted support ticket 221110-000607. The problem was minor and odd and went unresolved.On 24-Feb-2023 the device encountered a more serious hardware problem where the wifi device was no longer recognized and stopped working. I submitted support ticket 230224-001415. This problem was resolved when I ran the computer completely out of battery, presumably resetting some hardware settings. Support did not resolve the issue.On 27-May-2023 the device failed to start at all. I submitted support ticket 230527-002728 and support indicated I would have to send the computer in for repair. This is the first time I requested a refund and they refused. I sent the computer back to Razer for repair on 11-Apr-2023. On 17-Apr-2023 they informed me they did not have the necessary part in stock to repair my device under warranty. On 26-Apr-2023 I was still waiting for news of when my device would be repaired and shipped. I asked again for a refund which Razer refused. On 12-May-2023 Razer contacted me saying that my device could not be repaired and they would send me a new replacement device.On *********** the replacement device promised by ********************** on May 12 arrived. The computer indicated it did not have a valid windows activation key installed. The computer is advertised as coming with a valid copy of the windows operating system.Razer again refused my request for a refund.Now, Razer wants me to send the replacement computer back to their facility to inject a working windows key, which it is advertised to come with in the first place.I want a complete refund. Razer says their refund guarantee is only valid for 14 days. However, in this case they have failed to uphold their end of the purchase agreement and should refund me promptly. All interactions are well documented.

• Initial Complaint

  Date:06/01/2023

  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 may 31 2023 I ordered a Razer Gold card from Amazon to be emailed to someone. They told me it was used. Got proof of it and I contacted Razer gold customer service. They lied yo me about the card. It was used before I bought it. Got proof here of that also. Razer gold customer service lied to me about the card. Just want a refund of the card from Amazon. Thanks ***

  Business Response

  Date: 06/06/2023

  Razer Support reached out to the customer in order to investigate the claim.  As stated,  the customer was informed that the funds were redeemed on May 27.  The customer stated the cards were purchased on May 31st but the proof of purchase has not yet been provided. 

  Customer Answer

  Date: 06/06/2023

  I gave them pictures of when I purchased it. It was in the complaint. 

  Business Response

  Date: 06/07/2023

  There were 3 files included by the customer when submitting this claim.
  The summary of those files is below.  If the customer has the receipt for the purchase of the cards, then please include it. 
  
  There are 3 files submitted by the customer

  1 screen shot trying to redeem the funds and failed
  2 screen shot of  the conversation with Razer Support
  3 screen shot of the conversation with Razer Support
  
  

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a $500 Razer Gift Card on 5/26/23. When I scratched off the pin numbers only 11 out of the sequence was there. It took me awhile but I finally found where I could send this information to razer.gold.com.I did this on 5/30/23 since they are not opened on the weekend or on the holiday. I received a reply back saying this incomplete pin number card was used on 5/27/23. How could a card be used if it didn't have enough pin numbers to be used? I want a new card that has $500 on it.

  Business Response

  Date: 06/01/2023

  Razer Support reached out to the customer and explain that the funds were redeemed after the Razer Gold card was purchased.
  Purchase date 5/26/23
  Redemption date 5/27/23
  
  Razer Gold is the same as cash. Once the funds are redeemed, Razer is not able to retrieve the funds.
  If the customer believes the card was stolen and used, then the customer should report the incident to the police.

• Initial Complaint

  Date:05/29/2023

  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.

  Razer care warranty will not be honored. Computer broke the 15th of may and I have been trying the past weeks to get help from support. The original warranty is within time frame as in the purchased extended warranty. Every time Ive been called Ive gotten hung up on. *** submitted many cases and talked to many people and nobody can figure out how to assist me. Device has broken due to what is believed to be improper repair by razer services a total of three times in less than a year.

  Business Response

  Date: 06/06/2023

  Razer Support reached out to the customer.  The customer is currently out of the country.  When he is back, he will send his laptop to Razer for repair. The customer may reach out to ********************** Support directly for further assistance.

• 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,
  
  *******************************