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

  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:12/13/2022

  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.

  ***** ******** *************************
  Order Number* *******************
  Order Date: 23 September 2022
  
  ORDER TOTAL: CA$3,966.29
  Return Tracking Number :
  278827488386
  
  **************************************************************************************Fpurchasedchase with Razer.ca, the item arrived defective so I started a return for the product. I shipped out the package on October 10th, 2022. The laptop was delivered back to Razer, and Razer even signed for the package but hasn't issued a refund. The customer support is not even helping me, they're closing my claims while there's proof the package was signed for. I also have the FedEx receipt, I will provide all the proof that the package was returned to Razer. I can't believe I'm being treated with such hostility by a company I used to love.

  Business Response

  Date: 12/19/2022

  Razer has acknowledged the issue and is working to resolve. The direction to refund this order was already provided to the support agents however, there was conflicting information regarding the warehouse not having evidence of receiving the unit yet. The Razer support team will work with the warehouse to discover what the error is and to refund the customer manually for the product returned. 

  Customer Answer

  Date: 12/23/2022

  Dear Razer Customer Service,

  
  I am writing to express my frustration and disappointment with the lack of progress in processing my refund. It has been over three months now since I returned the package and it was signed for by your company, yet I still have not received my refund. I am extremely frustrated and angry about the way this situation has been handled. I have contacted your customer service team multiple times and have gone back and forth with various representatives, but it seems that no progress has been made.

  
  Not only am I extremely disappointed with the lack of efficiency in processing my refund, but I am also extremely sad and upset about the poor customer service I have received. I expected better from a company like. Razer and I am extremely disappointed that my experience has been so negative. I am urgently requesting that my refund be processed as soon as possible. I have been extremely patient and understanding throughout this process, but I can no longer tolerate the lack of progress and poor customer service. I expect to see a resolution to this issue as soon as possible.

• Initial Complaint

  Date:12/10/2022

  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.

  December 4, 2022, $180 USD. Case# *****-000327. The business committed to providing a new, defective free replacement for a Razer Deathadder V2 Pro. Using the Advanced Replacement (**) method, I paid $180 USD (temporarily) to have a defective free, brand new, product sent to me. I received the product and sent back the original defective product. A refund was processed - as was expected under the ** guidelines. As a result, I lost around $40 (Razer was transparent about this PRIOR to start of process).Received replacement product is defective from factory. Provided proof of defective product to Razer, with Razer Tier 2 confirming product was defective and approving a replacement. However, they want me to go through the ** or Standard Replacement (SR) process. I work from home and cannot go without a mouse, which the SR process requires me to do. So Razer said I have to go through the ** process, which will cost me another $30-$40 depending on CDN vs USD currency.I was declined by Razer to have a brand new DEFECTIVE FREE replacement sent to me without going through these two options, even though I already fulfilled my end of the ORIGINAL Advanced Replacement, which was pay the $180 and send back the original defective product. Razer has refused to fulfill their end of the Advanced Replacement by acknowledging they sent me a defective product and REFUSING to replace it, forcing me to spend another $40 in currency exchange fees.I want Razer to fulfill their end of the ORIGINAL Advanced Replacement agreement WITHOUT losing access to my mouse - which will prevent me from working - AND without paying another $180 through their Advanced Replacement method, causing currency conversion rate loss.BOTH of these cause me financial hardships as a result of Razer being incompetent and even ADMITTING this, but refusing to do anything about it.

  Business Response

  Date: 12/14/2022

  Razer has acknowledged the issue and is working to resolve. The Razer support agents were approved to offer the advanced replacement without holding money from the customer.  This was granted as a One-Time exception for the customer.

  Upon receiving the new unit, the customer must return the defective unit to Razer to ensure no further issues arise with support in the future.  

  Customer Answer

  Date: 12/14/2022

  
  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:12/09/2022

  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, this is my 2nd time complaining to the BBB about the same issue. I was hoping my previous complaint would stay open, at least until I had time to see if I received my item, so I could say things were resolved, but you at the BBB closed the case after hearing back from Razer that they had, after 4 months since I paid for it, shipped out my Razer Iskur Black and Green ****** Chair. Because you closed my previous complaint, I now need to open this new one, as Razer has sent my chair to yet again another random address is *******, and has claimed that they have delivered it to me and that the case is now closed from their end. I'm really starting to lose my patience, I paid nearly $1000 for this chair at the beginning of September 2022 and Razer has been jerking me around since then through email. They only finally sent it out a 2nd time after I filed my first complaint with the BBB, but like I said, they delivered to the wrong address. They also did not follow my instructions, that at the very least, for all the trouble I've went through, they should be upgrading the shipping to priority instead of regular ground, which is how they sent it out again. This time the chair ended up somewhere in *******, ** to *****************. My name is ********************************* and I LIVE IN ******, NOT *******. Razer literally has ALL my billing and shipping information, as I purchase items through their website regularly, and they usually arrive at the correct address, I don't know why this chair is such a problem to get right. I want this fixed, and I want it fixed now, and it better be shipped out right away via PRIORITY SHIPPING, or I'm going to lose my mind. I'm tired of writing emails to Razer over and over. I don't want to have to write a 3rd BBB complaint to get this resolved. I JUST WANT THE ***** I PAID NEARLY $1000 FOR!!! Please check attached documents as proofs.

  Business Response

  Date: 12/14/2022

  Razer has acknowledged the issue and is working to resolve. The new tracking number has been provided to the customer to ensure the shipment arrives at the correct address. Upon receiving the package, please ensure all products are functioning as advertised. Please continue communication with the Razer support agents to ensure there are no additional errors moving forward. 

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Razer Iskur chair from Best Buy on August 5, 2021 for $499.99. I purchased this chair because it has good ergonomics, solid reviews, and was listed as coming with a longer warranty. My chair began to have issues with wobbling side to side with normal daily use around a month ago.
  
  I contact Razer support on 11/16/2016 and was told I would be sent replacement parts so my chair could be working again. I later received an email from Razer roughly 1.5-2 weeks after the initial contact and was told they are out of parts. I followed up with Razer stating there must be something that can be done as I need a chair for work, study, and leisure. The response they provided is there is no timeframe and the parts will be shipped out when they are in.
  
  Doing further research this is a common issue with this premium chair that I purchased. The welds on the bottom of the chair are subpar. I purchased a product with a longer warrant and supposed premium build to avoid having issues like this. I would like Razer to make it right by providing me a replacement chair since they are unable to meet quality standards on their product to the point where they do not have a timely turnaround on warranty support.
  
  It is unacceptable to tell the customer that you have no idea when replacement parts will be in. At this rate I will have to purchase a new chair which defeats the entire purpose of me buying their product due to its supposed longer warranty.
  
  I also find it frustrating that Razer will just send products to video game streamers and other influencers if they have an issue but paying customers fall to the bottom of the support list. Do better.
  
  My RMA is *********** and the case number is *************. All other requested information has been provided to Razer.

  Business Response

  Date: 12/09/2022

  Razer has acknowledged the issue and is working to resolve. The support agents have escalated the issue and are looking into spare parts across all regions to expedite a resolution to the customer. According to Razer's warranty terms, spare parts are the first course of action for defective chairs. The customer support agents will be in contact ASAP to discuss what options are available. 

  Customer Answer

  Date: 12/09/2022

  This is the same vague solution provided in previous correspondence. If Razer's first response is spare parts, I was told they do not have any by the previous rep and no timeframe could be provided. I want my chair replaced as it is taking weeks for simple parts to be located. Razer's delay is forcing me to consider having to invest in a new chair which defeats the point of the warranty. I want a tangible solution not vague statements to try and placate. 

  Business Response

  Date: 12/14/2022

  The Razer support agents have confirmed they can assist the customer with this issue. Shipping parts to compensate for the defective components of the chair is the fastest resolution Razer has for this issue and is inline with the product warranty terms. The cost of shipping whole chairs to is significantly more expensive to the company and also more detrimental to their efforts of environmental sustainability. Please have the customer coordinate with the support agents if the replacement parts are still desired. 

  Customer Answer

  Date: 12/21/2022

  It is not my problem that Razer cannot provide a tangible date for these parts. I already had to remind the reps that there are two components that need to be replaced. The original rep I spoke with stated I needed a new gas cylinder and tilt mechanism. Somehow this was lost in translation and the "VIP" reps were just stating gas cylinder. At this point Razer's customer support is about kicking the can until the customer becomes too frustrated to put up anymore of a fuss. The fact that the company just tried to pull the environment card on replacing my defective chair since they cannot provide parts in a timely manner is laughable. How about Razer produces a quality lasting product that wont end up in a landfill in less than 2 years? I refuse to resolve this until I am given a reasonable date for my repair parts or a new chair. It has been over a month since this request was put in for replacement parts and Razer has given me nothing but vague statements. Razer provided me with a defective product and has yet to make it right. Give me a reasonable turn around time or a new product if you cannot obtain replacement parts. I didn't realize it was legal to offer a warranty and not have replacement parts on hand for a product under warranty. Give me a proper answer that doesn't deflect by implying replacing my chair has some large environmental impact. 

• Initial Complaint

  Date:12/02/2022

  Type:Order 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.

  Case # ******-000863 Razer offers a 1 year warranty on all products. I purchased a razor controller on 12/7/21. By 04/1/21 the controller began suffering multiple defects, such as the 3.5 mm headphone **** and some buttons on the back failing to register. I hadn't been gaming much so I wasn't going to file for a warranty claim, but when it sunk in that I had spent close to 200$ for an xbox controller that was now completely useless, I decided to file a claim. The claim process is extremely tedious, it's almost impossible to find contact information for the company, and even when you try and to submit a claim online, you are put into an endless loop on their website. I eventually had to call best buy to try and file my claim through them (I purchased the controller through their store). The woman working there notified me she was unable to exchange my product, however, after 15 minutes of hard work, she was able to find the number to contact Razer Support. (She put in a ton of effort and deserves credit for helping). After calling razer, they opened a case and told me they would send an "RMA" link. This is a link you follow to enter evidence for the defective product so they can send you a shipping label for the exchange. While I received multiple confirmation emails about my case being opened, I never received an RMA email. The links are supposedly auto generated and sent via a different email, although at this point I'm almost certain it's a scam. I've called back 4 times since 11/7/22, and each time they say they've sent a new link in a new email. After wondering if this entire warranty was a scam, I did some browsing online and found that there are countless other issues related to this. You can search yourself "razer controllers rma link not working" From everything I've seen online, Razer does everything they can to take down bad reviews. Their website has a forum that actively sensors reviews. The whole company feels like a scam and it's sad.

  Business Response

  Date: 12/07/2022

  Razer has acknowledged the issue and is working to resolve. The support agents confirmed they received the *** from the customer and initiated the replacement process. The support agents will be in contact shortly to provide an update with the current status of the ***. Please continue working with the Razer support agents to ensure there are no further delays. 

• Initial Complaint

  Date:12/01/2022

  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 an issue with a defective product that was under warranty. My warranty was granted and an advanced replacement was sent to the incorrect address previous address. I gave the proper shipping address over 5+ times and even followed up with the customer service team prior to shipment. I proceeded to continue reaching out via email and chat (they do not have a customer service number). It took in many cases 2+ days for a single reply to an email. I was told I would be getting call back from the *** team and never received one. Most recently i just got an email saying my RMA was closed. This is the absolute worst customer service experience I have ever had in my life. Simply a terrible company. At this point every time I contact them they tell me that my case is being looked at and I need to wait. I was charged for my advanced replacement nearly a month ago at this point. The supervisors are "in meetings" when i ask to speak with them. This is absolutely ridiculous.

  Business Response

  Date: 12/07/2022

  Razer has acknowledged the issue and is investigating the customer's cases. Upon further review, the Razer support agents discovered the address used in the original shipping label was originally provided by the customer. As a result the shipment was directed toward this address. The customer contacted ********************** and attempted to provide a new address without enough time for Razer to stop the shipment to the address that was originally provided.

  Prior to requesting a replacement product to be shipped, the customer needs to consider how long they will be at their current residence and if a change of address will affect receiving any shipment that occurs.

  Customer Answer

  Date: 12/07/2022

  This is completely incorrect. Razer used a previous address that was linked to my account. I never gave them this address to send my replacement. I gave the correct address at the very beginning my conversation with Razer and asked for a confirmation even prior to the replacement being shipped. My emails were never answered by Razer and the replacement was shipped. Even after Razer shipped the replacement to the wrong address, they acknowledged the mistake and said that they would need to follow up with the shipper ******** They then never got back to me and i have escalated the situation with their chat support over 5 times with no resolution. Razer should have saved conversations with all the information I gave and the correct address was one of the very first thing i sent.

  Business Response

  Date: 12/09/2022

  The Razer escalation team is investigating the customer's claim and reviewing all case history details. If the customer is correct a correction will be made. Please be patient while the support agents review all of the case details. AS resolution will be found ASAP. 

• Initial Complaint

  Date:11/30/2022

  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 made a purchase on razer.com for 3 items for CA$8,026.36 on October 18 2022. I then later returned my items and they delivered to razer on November 3rd. I still have not been issued a refund and there policy states once item is received in 2-3 days the refund will be issued. I have contacted them everyday and they are not helping with my refund. If you want to contact them. You have to go to there live chat or phone number through there page on razer.com Incident case: 221024-001508 Order number is: RZCAWP1000001121145

  Business Response

  Date: 12/02/2022

  Razer has acknowledged the issue and is working to resolve. The customer support agents are investigating the return shipment and confirming if all items are accounted for. A representative from the support team will be in contact shortly to ensure that Razer ha all the infromation necessary to complete the investigation. 

• Initial Complaint

  Date:11/29/2022

  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.

  To whom it may concern,This is ********, who made a purchase on October 17, 2022 at Razer.com. I returned my item back to the vendor, however, I have yet to receive the refund from Razer.My order number is RZUSWP1000001120062, and I requested for a refund for the product since I realized that the item I purchased does not have a GPU power at 150+W like the 17 inch model. Therefore, I would like to return and purchase another model instead.I requested a return on October 17, 2022 shortly after I received the item, and an RMA label was issued to me on the next day, with RMA #: RZC-*******. I went ahead to return my order within the time window.On November 8, the item was shown that it has been delivered to Razer. However, when I started to follow up with Razer for the refund on November 17, 2022, the business refused to refund my based on their policies. On multiple occasions when I request for a refund, they would dodge the question by suggesting that the issue would be resolved within 2 to 3 business days. Yet, long to be hold, it is November 29, 2022, I have yet to receive a refund, and **************** has already charged me one month worth interest fee on the purchase already.Not only the business's website avoids people to make direct contact with representative with chat, and it also does not offer order support over the phone. This is extremely frustrating for consumers. I find it unreasonable for the business not to resolve the case within promised time frame, but also straight out lying to customers by offering fake promises.Please accept my sincerely appeal for the rights as an customer, and I request ********************** to help me on the issue immediately with my refund back to ****************.Sincerely,*****************

  Business Response

  Date: 12/05/2022

  Razer has acknowledged the issue and is working to resolve. The customer will be refunded for the items returned. The transaction system experienced an error resulting in a delay for the customer's refund. The ********************** support agents are investigating the error and will ensure the refund occurs properly. The support agents will be in contact shortly to confirm the refund occurred properly. 

• Initial Complaint

  Date:11/29/2022

  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.

  Contacted support for warranty on a charger, said it was under warranty and the warranty team will get in touch with me in 48 hours for a replacement. That was two weeks ago. I have contacted them multiple times and still have not heard back after being told numerous times they'll bump up my case and I'll here from them in 48 hours... no such luck. My case number with them is 221105-002419.

  Business Response

  Date: 12/02/2022

  Razer has acknowledged and is working to resolve. The customer support agents will review the case again and confirm the warranty status. A customer support agent will contact the custoemr shortly to ensure Razer ahs all of the infromation necessary to proceed with a repalcement. 

• Initial Complaint

  Date:11/26/2022

  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 date of the transaction was on September 4th, 2022. I ordered a Black and Green ***** ****** Chair at a cost of $718.99 + TAX. I have purchased Razer products for the last 5 years. I own 4 Razer laptops at $5000 each, plus all my peripherals are Razer (Raptor Monitor @ $1200, 6-7 top-end Mice @ around $200 each, 6-7 Keyboard @ around $200 each, Chroma Nommo Speaker @ nearly $300, Chroma Thunderbolt 4 Dock @ $485.89, Laptop Stand Chroma V2 @ $214.69, *************************** Charging Stand for ************ Edition @ $576.28, Hammerhead True Wireless *********************** Elite Microphone @ $354.80, Blade 14 GeForce RTX **** Ti - Black Laptop, Recon 15 ********************************************* Essential For Blade 14 / 15 @ $5,079.34). All those products and money has been spent since this September directly from the Razer store.I have purchased my other Razer products from Amazon and in 4 years I have probably spent $40, 000 on Razer Products, yet their customer service is absolute garbage. I've been emailing the customer support team for the past 4 months and was even referred to their VIP team because my over $700 ***** Black and Green ****** Chair has not been delivered. Every week I get an email from Razer saying they're waiting for stock to send it out to me and that it will be sent out as soon as possible. It has been 4 months, and I'm still waiting, which is absolute lunacy.They originally sent it via ***** Ground Shipping and I told them I wanted priority considering how long I've waited, and because the ***** Ground Centre is in a different city than I live in, whereas the ***** Priority shipping center is not far from my home. Not to mention, considering how much money I've dumped into Razer Products over the years, and so I feel like I deserve a free upgrade to priority shipping. Finally, Razer claims they keep waiting for stock, but they have plenty in stock, please see photos. I also feel like a deserve a coupon of some kind for my extremely long wait.

  Business Response

  Date: 12/02/2022

  Razer has acknowledged the issue and is working to resolve. An error occurred during transit which resulted in the gaming chair being returned to sender. The Razer support agents have initiated a replacement for the customer and are waiting for the tracking number to be issued for this replacement to be sent to the customer. Please maintain contact with the Razer support agents and ensure the product arrives at the specified address without additional issues.