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

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razerstore Seattle

  University Village Space #C70 2616 NE 46th St. Seattle, WA 98105

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:02/11/2023

  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 brought a Razer Blade 15 laptop on 09/02/2022 and the laptop had an issue of going to sleep randomly and a screen flickering issue. So I contacted Razer on November and they told me to run some troubleshooting and I did that.in between their agent randomly ask me if the laptop is going to sleep when you have a wireless charges nearby and I said no. He asked me to get that in video and told me to get back when I figure out what's trigging it. A few weeks back when I was using the laptop I found that the laptop goes sleep when it touches any other phones iPads or even earbuds and Apple Pencil.. They knew that my laptop goes go sleep when anything with magnets touches them and they didn't tell me. Not only that I tried to have a word with their supervisor, he told me that its a feature not a defect. He lied to me and tried to make me a fool by saying its a feature not a defect. If am working on a laptop and when or if someone puts phone an my laptop and its goes to sleep that's a complaint or fault not a feature. I have been after this for a while (2 weeks) and 1 am not response from Razer.

  Business Response

  Date: 02/15/2023

  Razer has acknowledged the customer's issues and recognizes that this experience is not ideal for a customer who purchased a new laptop. The ********************** support agents are searching inventory for a brand new replacement to provide the customer which will ensure there are no defects and the unit operates as advertised. Please continue working with the Razer support agents while the facilitate the return and repalcement of this unit. 

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one of their products in 2020 had to have it replaced a year later via RMA when it broke again about 1 year later AGAIN I was told that I could not receive another replacement due to my warranty expiring a literal month after my original purchase date. The customer support refused to help me and told.me I'm pretty much SOL. But they could offer me a 15% coupon to purchase the device again. For what? For it to fail and me be told I have to buy another one AGAIN??? Razer is aware of these design flaws but continue to sell this faulty product.

  Business Response

  Date: 02/09/2023

  After investigating the issue further, Razer was able to replace the customer's first defective unit within warranty using the advanced repalcement process. The customer experienced another issue with his Tartarus which occurred outside of the warranty window. Unfortunately, products that are outside of warranty are not supported for repalcement. 

  At this time Razer has not identified a trend of issues with the Tartarus keypad. Sometimes the manner in which customers use their electronics results in a reduced lifespan of those products. Also, sometimes interconnected technology plays a factor in performance of products as well. 

   

  Customer Answer

  Date: 02/09/2023

  the first device died after a year. The 2nd device which was sent directly from Razer also broke in the same exact way. The ******* stated that the device was out of warranty by 20 days. Nearly an exact year since the device back button broke on the last device. A but of research shows that the d pad on thr device is breaking for countless others thats are so conveniently out of warranty as well. My device is used once or twice a week with very light usage. I hardly use the d pad all together. Razer is seen on their own forums acknowledging the fault.  I would like the business to admit their wrong doing and purchase this device back from me at the same cost I spent.

  Business Response

  Date: 02/10/2023

  Razer has acknowledged this customer's experience is outside the norm of product issues with the Tartarus keypad. The customer support teams have been notified and are looking for options to resolve this issue. A refund is not possible as the customer purchased the unit through Amazon, not Razer directly. However, please have the customer continue communication with the ********************** support agents and they will provide more options for resolution. 

  Customer Answer

  Date: 02/19/2023

  
  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:02/03/2023

  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 reported the issue with my Viper V2 pro dongle already and assumed it resolved. However, it's been close to three weeks with no further update. My previous case number was ********. For further assistance with dealing with this company.

  Business Response

  Date: 02/06/2023

  The issue has been escalated and the Razer support agents are investigating the case details. Please ensure the support agents have all infromation necessary to continue their investigation. Razer support cases have the format of  230114-000533, as an example. Please ensure the customer is in continuous communication with the support agents and is providing accurate reference numbers and other related documents. If the customer has additional reference numbers or documents related to the proof of purchase, that information can be provided here or through the customer's case. 

• Initial Complaint

  Date:02/02/2023

  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.

  So, as you may be aware of from my previous complains the the BBB, Razer is at it again with trying to rip me off. After them trying to send me a Gaming Iskur gaming chair I ordered on September 4th, 2022, on 5 separate occasions and sending them to the wrong address, I finally gave up and just ask them to refund me my money in full once they received the chair back from the shipping company. I want to make this ******* CLEAR, I DID NOT RECEIVE EVER A RAZER ISKUR GAMING CHAIR FROM RAZER! I wrote several Better Business Bereau reports in an attempt to have Razer get my address correct, as they had been sending the shipments all of *******, meanwhile I live in ********************************************. Now finally Razer has agreed on giving me a refund, after receiving the un-opened chair and adding it back to their inventory, and sent me an email with the confirmation of the amount they would be refunding for the chair. Here's the glaring problem, Razer is only offering me a $641.07 CAD as the "full refund" for the Iskur Gaming Chair, the problem is, I bought it on sale before taxes at at the amount of $718.99 CAD or $812.46 CAD with *** applied. This makes for a difference of $171.39 CAD with *** applied.I have photo proof of the email with the final amount I paid for the chair without tax, but other items were purchased, so the *** is applied to all the products I ordered. At the time that I ordered the chair was on sale from $799 CAD, down to $718.99, which is why I purchased it. It was a good savings for a chair I needed quickly for my Esports program that started back in September of 2022. I don't want anything special, all I want is the full amount I paid for the Iskur Gaming Chair at the sale price of $718.99 including the *** Tax I would have had to pay as well. Please see my attached documents for proof, and I demand that I get my $812.46 CAD (Including *** Tax) back immediately, or money has been stolen from me. Also, the $49.99 CAD cushion I bought never arrived either

  Business Response

  Date: 02/08/2023

  Razer has acknowledged the issue with the Iskur shipment and is investigating the origin of the problem. Razer will also proceed with issuing a full refund of the chair cost since the customer was unable to receive this product. Please note that this order incudes a promotional item aligned to the Iskur chair which Razer may request in return. Please continue working with the Razer support agents as they will initiate the refund for any of the items not received in this order. 

• Initial Complaint

  Date:01/29/2023

  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.

  I purchased the Razer Edge Android Gaming Handheld Wi-Fi model on January 24, 2023. At the time of purchase and when the product was first revealed during the autumn of 2022, the device was advertised to customer and news outlets as having 8GB of LPDDR5 RAM. On January 27th, multiple customers who received the product found that it only had 6GB of LPDDR5 RAM. Many reported this to Razer thinking they received the wrong product. Within a few hours of the reports first appearing online, Razer quietly updated the product page to reflect that the Wi-Fi model of the Razer Edge Android Gaming Handheld Wi-Fi model. Customers like myself have proof in the way of screen captures, news pieces, and archived versions of the product page showing that for over four months, the product page showed 8GB of RAM.
  
  As of Saturday, January 28th, 2023 Razer contacted customers who purchased the Razer Edge Android Gaming Handheld Wi-Fi model via email that stated the originally advertised 8GB of RAM was a “typo” and offered a $25 gift certificate to their online store as compensation and offered free return of the purchased product.
  
  As far as my research has shown, this issue falls under false advertisement under Section 5 of the Federal Trade Commission Act. The original product announcement, news coverage on the product, and the product’s listing on Razer’s website all mislead customers like myself to place reservations on the product then purchase the product. Many customers would not have purchased the time with the amount of RAM it actually has versus what it was advertised to have.

  Business Response

  Date: 01/31/2023

  Razer has acknowledged the issue and is
  correcting their advertising content. The Razer.com tech
  specs and product page incorrectly listed the RAM for the Razer Edge Wi-Fi
  version as 8 GB. This was a mistake made by the marketing department. The actual RAM in the
  Wi-Fi version is 6 GB and the 5G version has 8 GB of RAM.  

  For the customers who purchased the Razer Edge and experienced this issue a $25 gift card was offered to apply to future purchases on Razer.com. However, if the customer decides to cancel the order for the Razer Edge Wi-Fi, please visit the Razer.com website to
  process your refund. Razer will ensure a full refund occurs for the customers who choose the refund option. 

  Customer Answer

  Date: 02/04/2023

  I first want on record that Razer's VIP Response Team reached out to me on 02/03/23 without making any effort to contact them. The timing leads me to believe it was in response to this BBB complaint.
  
  I do not accept the hollow offer of a $25 Razer gift certificate. I do not want to buy any type of Razer product anytime soon. I do not trust your company to provide accurate product details. I also don't know how much I trust the quality of your products as my Razer Edge tablet stopped charging last. After following online troubleshooting, it now will start and stop charging randomly when a USB-C cable is connected.
  
  
  
  I again request that you provide a partial refund of $25. I have evidence to show this has been offered to multiple affected users and will produce it if needed. I also want an Advanced RMA for my defective Razer Edge tablet.
  
  
  
  VIP Response Team case#: 230202-000074
  
  RMA case#: 230204-000725
  

  Business Response

  Date: 02/06/2023

  Razer's VIP Response Team is operating in a proactive manner to contact any customer that may be impacted by the Razer Edge issue. The support agents attempt to contact customers to offer solutions and expedite resolutions of open cases. Razer is offering a $25.00 gift card for customers who have issues with the Razer Edge. Razer is not offering a refund of $25.00 from the order value. However, if the customer is seeking monetary gain, a full refund will be offered for customers who return their Razer Edge. The customer will also need to return any promotional item that was included with the order to receive a full refund. These are the options that were offered to all Razer customers who experienced an issue with the Razer Edge. 

  Customer Answer

  Date: 02/13/2023

  I do not want to return the item. I only want a partial refund as I do not want to purchase from your company again. Witj all the trouble you're company has put me through, including being being insulted for being an American, I have filed a complaint work PayPal under their buyer protection program. You have left me with no other choice. 

• Initial Complaint

  Date:01/28/2023

  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.

  Purchased: Razer Basilisk V2 Wired Mouse on 20211121; Razer BlackWidow Elite Mechanical Keyboard (green switch) on 20200817
  Payment made: 37.31 USD for mouse, 106.61 USD for keyboard
  Problems:
  1. [Products] Since 2022.08/2022.05 (mouse/keyboard), the scrolling wheels (volume wheels for keyboard) started to jump backwards when scrolling; by early 2023.01/2022.10, the scrolling is more frequently jumping backwards about twice to three times per round of scrolling wheel turn and very largely (many lines backwards scrolling), making the mouse very difficult to use. Attempted all troubleshooting (E.g. different computer, firmware update, software, physical cleaning, etc.) and confirmed on 20230115 with customer service that the mouse will need to be completely replaced by Razer. The form for replacement was completed AND confirmed by chat agent during the chat during the same chat (20230115). However, since then, Razer has been lagging significantly while sending me e-mails trying to close case and asking me to re-do the whole process again & again. Razer also tried to blame me for "no updates", ignoring my requests for updates. With the terrible product - simply terrible experience!
  2. [False/misleading advertising] Razer states products save lighting settings, but actually do NOT; instead, software that consumes huge amount of computer resources (constantly 1GB RAM) is required to be running ALWAYS just for lighting settings;
  3. [Policy] Also, Razer does not provide any terms as for shipping responsibility for the "Advanced Replacement" (customer pay for replacement first and then refund upon broken mouse) no terms on who pays for shipping and no timing on refund, vaguely bullying consumers who have to bear high price for replacement and high shipping to ensure quick return.
  Demanded Resolution: Razer to provide exact replacement for mouse free of charge immediately (customer not to ship back broken mouse); no need for keyboard replacement due to long time.

  Business Response

  Date: 01/31/2023

  Razer has acknowledged the product issue and a repalcement will be granted to the customer after the proof of purchase is validated. The functionality of each product can vary depending on the version type and the interconnected devices that customers choose to use. The advanced Repalcement process involves a shipping label that is paid for by Razer. Upon receiving the defective product, Razer will issue the refund for the advanced replacement cost. 

  The customer can pursue a standard replacement and return the defective unit to Razer, or the customer can pursue the Advanced Replacement option and have a new unit sent to the customer prior to shipping in the defective unit. These processes are outlined in Razer warranty terms and conditions. 

  Customer Answer

  Date: 02/02/2023

  The response has hardly any new nor helpful information regarding resolving the situation, questions, and demands. The only piece that the response addressed was that the shipping of the broken product will be covered with a label from razer. However, it still does not help the following: 1. There is no timing nor guarantee provided on refunding an advance of funds that Razer is asking customer to pay to Razer before getting an replacement; 2. As mentioned in the original complaint, the proof of purchased had long been submitted and approved more than two weeks ago during the very first chat and Razer has since and still been asking me to go through every steps again and again! 3. This has been so terrible and lengthy an experience and simply completing the original process is far less than satisfactory, plus, it is unreasonable to go through a payment of nearly 90 dollars for a mouse that I purchased for less than 40 more than a year ago, therefore, as demanded in the original complaint, as a compensation to remedy this entire troublesome experience, I demand a straight replacement of a new unit without paying additional or doing additional steps - i.e. No advancing&refunding tricky complications! No additional steps of shipping back the broken piece, No anything additional at all! 

  Business Response

  Date: 02/06/2023

  The speed of the customer receiving a repalcement can vary and depends on how quickly the customer ships the defective unit to Razer and how long the courier takes to deliver the unit to Razer's designated warehouse. Delays in transit may occur and the customer's location may also be a factor in the speed of completing the replacement process. For this reason the replacement timeline varies. 

  If the customer's warranty is active then Razer will honor the terms and conditions of the warranty policy outlined on the Razer website. A replacement product will be shipped to the customer upon receiving the defective unit, assuming the customer chooses the standard replacement option. If the customer chooses the advanced repalcement option, then the customer will pay upfront to receive a replacement unit and the customer will be refunded for this cost upon returning the defective unit. This follows Razer's terms and conditions for the warranty options available to customers. 

  The customer may not keep the defective unit if the customer is receiving a replacement.

  Customer Answer

  Date: 02/13/2023

  the response is not responding directly to enquiry and demands. Instead, it is just stating whatever the general terms. The complaint is about the terribly delayed customer service at Razer, not the courier. And, I am demanding the free replacement not under regular situations yet for so  as a compensation for this horrible experience that has lasted more than a month without resolution and without positive altitude and communications from Razer. All I am getting is Razer dumping generic terms without roactively and positivelyresponding to the complaint! No! This irresponsible behaviour and passive dragging actions are unacceptable! BBB please step in to facilitate and enforce proper responses instead of letting Razer just pasting in generic terms to evade paying for their failures. 

• Initial Complaint

  Date:01/26/2023

  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.

  Order number, RZUSWP1000001162241, placed on their website, on November 25, 2022 ------Items in dispute are: 1) Razer DeathStalker V2 ***** ************** Switch - US - Black, $249 + $13.67 tax 2) RazerCare Elite For Keyboards - $37.99 + **** tax -----The business marketed the product, keyboard as, "..a wireless ultra-slim optical keyboard optimized for top-tier performance and durability. Featuring new low-profile switches and Razer HyperSpeed Wireless for ultra-responsive gaming, all housed within a durable, ultra-slim casing for long-lasting ergonomic use." And a limited warranty, "Razer warrants the Product to be free from defects in materials and workmanship (subject to the terms set forth herein) when used normally in accordance with the official documentation for the applicable Warranty Period from the date of retail purchase.)-----Nov 30th: Product delivered Dec 1st: I registered the item and started to use it Dec 4th: The "tab" key popped out of the socket Dec 5th: Support case opened online -----The product broke in less than 5 days of normal use in accordance to their official documentation. I only used the item for my daily work as a Technical Support Representative. The product lacked the advertised durability. They have reneged on their limited warranty.-----They offered two RMA links. But both did not work, so I could not enter my request and follow the advanced replacement process I agreed to. I contacted support via an email for a third RMA. Their response on December 25, ************************************** 3 business days. On January 7, ************************************************************** 2 days. In spite of me sending them another email on January 12, 2023, no reply.

  Business Response

  Date: 01/31/2023

  Razer has acknowledged the issue and is investigating the case details. The order number is valid and accurately shows the customer's order of the keyboard and **************************. 

  Since the customer's experience is uncustomary toward Razer's products the customer will be offered a refund of the keyboard and Razer Care.

  Please continue working with the support agents to ensure they have all of the infromation they need to proceed. 

  Customer Answer

  Date: 02/01/2023

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

• Initial Complaint

  Date:01/25/2023

  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.

  Hello,
  
  I am posting here to seek out for help regarding my transaction with Razer USA LTD. Here is my story;
  
  On November 24th and 26th 2022, I placed an order online on Razer for a laptop and wireless headphones. With the Black Friday deals I figured I was making a good deal. One to two weeks later, I received it and found out it was not what I needed performance wise and ended up starting a return for BOTH the headphones and the laptop. This is when the nightmare began.
  
  After exchanging back and forth with Razer, they provide a prepaid FedEx label to return the laptop & headphones. I then let them know I will return both products in the same original box it was sent out with. At the current time they sent the label I was out of town. When I got back, I immediately sent back the laptop at a FedEx counter using the return label I was provided. Another week passes by. It delivered back to their warehouse in Fontana, CA on December 22nd, 2023. I am in Canada so the delivery process took about a week total. At this point everything is normal and I expect an email saying they got my return and I was about to be refunded.
  
  I waited and waited. After the first week without a response, I contact them to ask about the usual return timeframe. They kept me waiting and waiting saying they have to check with FedEx because they required more details.
  
  Turns out today is January 25th 2023 and I am still waiting for a refund for the laptop and headphones I returned. They request me to either work it out with FedEx or to file a credit card dispute which I already started. I have now been out of my hard earned money since November 24th. It has been 2 MONTHS. They say the weight is not matching the original weight of my package but I don't know what to tell them. I only did was I was told. Hopefully you guys can help me out with this issue because I really don't know what to do here.
  
  Sincerely,
  *******

  Business Response

  Date: 01/31/2023

  Razer has acknowledged the issue and is investigating the return error with the customer support teams. During the return process Razer uses several methods to account for customer shipment returns and ensure refunds are provided appropriately. When the Razer warehouse does not have record of a shipment being received while a courier tracking number reflects conflicting infromation, this can be the first indication of an error during transit or fraudulent behavior. Additionally, if the weight of a shipment returning to Razer does not accurately reflect the weight of the product, this can also be an indicator of an error of fraudulent behavior or tampering of the shipping label. 

  Razer is currently investigating the return shipment and will uncover if an error was made on on Razer's side. If the customer has additional information regarding the couriers tracking number or additional details regarding the return, that infromation can be provided here and to the Razer support agents to help conduct the investigation into the return issue. 

  Customer Answer

  Date: 01/31/2023

  It doesn’t matter, what happened between the time I dropped the package and by the time it was delivered to you is jot on my end. Call FedEx and look it up with them, this is not my problem.

  Business Response

  Date: 02/01/2023

  The return weight of the customer's package was 1.22 kg. This weight does not reflect the weight of a laptop or headset. For the customer to receive a refund, the products must be shipped and returned to the Razer warehouse designated on the shipping label. The warehouse confirmed they have not received these items returned by the customer. 

  Customer Answer

  Date: 02/13/2023

  Then arrange a call with the courrier. I dropped it off and have a receipt it was dropped off. Both packages wer e returned to you in the same box it was shipped to me. The weight is not my problem. If it was lost or stolen in transit it is your duty to look and arrange something with the courier, not me.

   

   

  I do not accept this response because it makes no sense at all.

• Initial Complaint

  Date:01/22/2023

  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 have an issue with the reload cards already being used even before revealing the code number. i have lost a massive amount of money due to this. i don't understand how a brand new card can be used, and as a customer i can do nothing, no exchanges, no refunds. even when i took a video of me going thru the redeem steps showing proof of the code not revealed and still being a used card. to date i have lost over $2000 and i believe the company should be held responsible for such an issue.

  Business Response

  Date: 01/23/2023

  Razer has acknowledged the issue and is investigating further to see if the customer experienced theft or fraud associated to the Razer Gold gift cards. Please include all purchase receipts and pin numbers from the ********************** Gold cards to the customer support teams so they have all the information necessary to investigate. Information can be send directly to the Razer team or through this avenue with BBB. 

• Initial Complaint

  Date:01/19/2023

  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.

  After purchasing a Keyboard from Razer on March 29th 2021 it has been ***********************. The keys have always ghost pressed on a few keys since opening the box, a common issue. The volume k*** also never worked. I was willing to overlook these issues just cause the customer service and return process was a nightmare. Now only 2 months away from the warranty finishing, the key for the numpad #4 has broken at the switch. They claim without even asking for further evidence or looking at the board, that it is an automatic disqualification saying it was clearly my fault. This keyboard has been on a desk, never left, for the last almost 2 years, only being used for coding. There is no way this key if past its lifetime or that this is normal wear and tear.

  Business Response

  Date: 01/20/2023

  Razer has acknowledged the issue and is working to resolve. The customer support agents have been informed to re-evaluate the customer's case and reference documents. After validating warranty status the support agents will proceed to expedite a replacement for the customer. Please continue working with the support agents to ensure they have all the infromation they need to expedite a resolution.