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Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

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Razer USA Ltd has 12 locations, listed below.

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    Customer Complaints Summary

    • 244 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Razer Blade 15 in for repairs. It was received by them 03/21/23. I paid them $2569.92 for the repair and then that was the last communication from them. I have called their customer service at least ************************************************************************************************************************** back with an answer as to when my computer would be ready and no one had called me back. Not even once in over a month. This is insane. Im on the phone with them right now for ************************ on hold saying theyre getting an answer and then never pick up the phone again.

      Business Response

      Date: 05/03/2023

      Razer Support reached out to the customer and provided him with the tracking number for his replacement laptop.  The scheduled delivery is Saturday May 6.  ***** tracking number 638078332940.  The customer may contact ********************** Support directly if further assistance is needed.

    • Initial Complaint

      Date:04/27/2023

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

      Business Response

      Date: 10/24/2023

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

      Customer Answer

      Date: 10/24/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *************

       

    • Initial Complaint

      Date:04/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 February 21st, 2023, I placed an order on Razer.com for $3,579.50. I ordered a laptop and other items to go with it. Order number RZUSPP1000001259661. However, I ended up finding something I liked more at a store and bought gaming equipment at the store instead. So once the Razer order came, I returned it. Razer provided me a label. I ended up moving to ****, ********** around when this was happening so I brought the Razer order with me in the moving truck since I was in a hurry. I figured I could just return it when I got to ***** So I arrived at **** and dropped of the package at ***** the next day once I had settled into my new apartment a little and unloaded everything. My order was on the way back to Razer. My work was supposed to be done, they were supposed to refund me once it arrived.After a while, I realized that I had not yet heard from Razer about the return, so I decided to contact them via live chat. They said "Upon checking, your package was marked delivered last 3/3/2023 at 20:27.As of this writing, we are currently waiting for our warehouse to confirm receipt of returned goods. Once confirmed, it takes 2-3 business days to process the refund.We will now forward the issue with our internal team and please expect an update within 5 business days"This was on March 22nd. They said they would update me in 5 business days. That was a month ago and I still have not received a single update. I have reached out multiple times and at this point they have stopped replying. They are completely ignoring me.$3500 dollars is a lot of money to me and I can't have it missing from my bank account for so long. ********************** support said they received my return on March 3rd. That was a month and a half ago. Their tracking number says it was delivered. They cannot just keep my money and not respond to me. I sent back my order, now I need a refund.

      Business Response

      Date: 06/15/2023

      Razer Support reached out to the customer and informed him a refund will not be provided because both the Razer warehouse and ***** confirmed the laptop purchased by the customer was not shipped back to **********************. 


      Best Regards,
      *****************************

    • Initial Complaint

      Date:04/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 pair of headphones on Amazon, I am attempting to RMA them, however, Razer will not even so much as respond.

      Business Response

      Date: 05/01/2023

      Razer Support reached out to the customer, created an RMA,and a replacement product should be shipped within the next couple days. If further assistance is needed, the customer may reach out to ********************** Support directly. 

    • Initial Complaint

      Date:04/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      RE: Incident: 230402-002044 April 02, 2023 I had been experiencing issues with my Razer Turret for Xbox One keyboard. The Keyboard started not responding to input after 20 minutes of use. This would continue after turn the device on/off and unplugging the wireless adapter. Now, the included mouse is experiencing the same issue. This is an expensive keyboard/mouse combo and needs to be replaced/repaired under the warranty. The customer service department has not responded to my response to have the item replaced with the standard warranty replacement procedure. I have called, emailed and left comments in my Razer account online this past week. None have been answered. The refusal to acknowledge customers is very concerning and troubling.

      Business Response

      Date: 05/01/2023

      Razer Support reached out to the customer, created an RMA, and a replacement product should be shipped within the next couple days.  If further assistance is need, the customer may reach out to ********************** Support directly. 

    • Initial Complaint

      Date:04/18/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      March 23rd Bought a Razer Blade 14 Laptop in September of 2022 and the mother board stopped working on March 23rd Razer said they would fix or replace under warrantly, case# ******-000743 RMA Number: RZC-******* It has been over two weeks and Razer has not repaired nor replaced my laptop Support has not sent any updates, i've contacted them five times to try and recieve an update with no success. Tickets: ******-000482. ******-000743,230325-002747, 230412-000080,230416-001945 In summary their has been no update on my warranty repair / replacement since April 6th I would like Razer to honor their warrantly and repair or replace my laptop

      Business Response

      Date: 04/19/2023

      Razer Support reached out to the customer and let him know that his replacement laptop has been shipped. ***** tracking number ************. If the customer would like further assistance, he may contact Razer Support directly. 

      Customer Answer

      Date: 04/19/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***********************

       

    • Initial Complaint

      Date:04/17/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Can't seem to use my Razer Gold to buy amazon gift cards Transaction IDs (where I made the attempt and failed)1229OARHYPAZ2E688BB2B 1229OC4SD0X69A564F412 I have two factor authentication setup and confirmed my profile, no new changes. I had redeemed a $150 razer gold pin a few days ago from a card I've had since last year that was given from a sponsor thru *************************************, there is no reason why I am having these declines I have filed a ticket on 4/14 to which I'm told I would receive a response within one day, but it has been 3 days and I haven't heard back. Support ticket id ************* Repair my account or send me a check for the razer gold amount on my account to my address (all of it is on file)

      Business Response

      Date: 04/20/2023

      Razer Support reached out to the customer and explained the following.

      The transaction failed because the amazon gift cards were out of stock. However, the refunds have been added back to the customer's ********************** Gold wallet. The refund transaction ID is *********************. If the customer is not seeing the transaction,  refresh the transaction history.  Razer Support will inform the customer when the amazon gift cards are in stock again.  If the customer needs further assistance, he can contact Razer Support directly.

      Customer Answer

      Date: 04/20/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *******************

       

    • Initial Complaint

      Date:04/10/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Contacted Razer Support (case #******-001913) concerning malfunction keypad (Tartarus Pro). After several emails and attempts to restore the unit, it would not work. At this time Razer issued an RMA for repair/replacement. With their different options, and to make the repair the speediest, I elected to pay for a new unit. They would sent another unit and I would return the faulty one. I received the new unit and sent in the faulty unit and received a email stating the unit was received (by Razer on Feb 22, 2023). After waiting for some kind of contact from Razer, but there was no communication going forward. I checked all the RMA's and they were listed as closed. I have been unable to contact them through their website, but it is a vicious circle that leads to no where.Case: ******-001913 with RMA's: RZC-*******, RZC-*******, RZC-*******

      Business Response

      Date: 04/14/2023

      Razer Support reached out to the customer and let him know the refund has been processed. If the customer needs further assistance, he may reach out to Razer Support directly.

      Customer Answer

      Date: 04/18/2023


      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:04/10/2023

      Type:Product Issues
      Status:
      Answered
      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 Kiyo webcam from Best Buy website on 12/22/2022 and the item was delivered 5 days later. The webcam was set up and worked without any problems until roughly 10 days ago when the camera went out for no clear reason in the middle of a Zoom meeting. I made multiple efforts to get the webcam to work as per the Razer website including uninstalling and reinstalling software and trying new USB ports and even trying it on two different computers. NOTHING WORKED. First, Best Buy told me that since it had been more than 14 days I had to go through Razer. They gave me a phone # because RAZER has no phone # listed online and no easy way to find the chat function. Once I did get through to a customer support person she informed me that because I did not purchase directly from them I could not get a refund and all I was eligible for was a replacement. The company then proceeded to insist that I send by email proof of purchase, my information, (which is understandable) and then a video of the problem. When I tried responding with further information they continued to decline to send me a shipping receipt and would not agree to allow me to send the item back. Honestly, given the poor customer service, I feel I should have the option to have a full refund. The product is defective and perhaps it is the model and I do not want a replacement, even though they are even refusing to provide me with a replacement. I want a full refund. I am happy to return the defective webcam to them as I have the item and the original box. Please help.

      Business Response

      Date: 04/19/2023

      Razer Support reached out to the customer and the customer agreed to a replacement.  The *** has been created.  After the defective product is received by Razer, Razer will ship the replacement product to the customer.  If the customer needs further assistance, he may contact Razer Support directly. 

    • Initial Complaint

      Date:04/08/2023

      Type:Product Issues
      Status:
      Answered
      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 college student who purchased a Razer Blade 14 laptop in august of 2022. Roughly 6 months after purchasing it completely died on me, so I submitted for a repair. They sent me a prepaid shipping label and I sent it over, they received it on March 17th 2023. Their policy is that repairs will take 3-5 business days, in which it will be returned. After about 2 weeks of them having it, I called the support number and was told that I would have a tracking number for the repaired device in 24 hours, yet no number was received. I called again 2 days later being told that my device could not be repaired, something they neglected to tell me, and that they were sending me a replacement device within another 24 hours. No such thing has happened. Days after that I called again and was told they are "testing the device thoroughly to make sure it works" and that they would call me to discuss the replacement. I have not received a call. Upon asking to speak to a manager I was told that within the hour a manger would call me back as the person on the phone "couldn't transfer me". The manger did not call, and now upon trying to call the support number again I have been unable to reach anyone, being on hold for 20 minutes before being hung up on, and as I am writing this I have been on hold for another 37 minutes, when prior they would pickup in under a minute. I would like to have the rectified as soon as possible, as they left me without my own computer for midterms, and I am rapidly approaching finals, while they still do nothing. Additionally after every call I asked for the information provided to be included in email, which they possess, yet none were sent beyond the original shipping label. My case number with them is 230306-002514 and the *** number is RZC-*******.

      Business Response

      Date: 04/19/2023

      Razer Support reached out to the customer to let him know that his replacement laptop is ready to ship, but the customer has not yet responded.  Please reach out to Razer Support directly to confirm your shipping address and then Razer will ship the replacement laptop.  

    Razer USA Ltd is NOT a BBB Accredited Business.

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