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:11/25/2022

  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: RZCAWP1000001101136 Order Date: 23 September 2022 I made my first purchase with Razer after doing a lot of research online about how great they're and how good the laptops are. After waiting weeks for my laptop to arrive the packaging it came in looked damaged and I don't want to risk having a defective laptop, so I initiated a return trying to return this potentially defective item. After shipping out my package with ***** with the return label Razer provided, I waited one week, or two weeks, Now it's been 2 whole months since I placed this order and I still haven't gotten a refund from Razer. I did some further investigation and realized ***** lost the package in transit. I have been going back and forth with Razer for two months now and they keep pushing the date for my refund. The investigation with ***** concluded that they lost the package. Razer has full insurance over the ***** Return label and they can claim a refund from ***** for my package. I'm sick to the stomach I've never waited this long for a refund in my life. I have gotten in a car accident and I have no other way of paying for my car damage and medical bills due to Razer not returning my money. If I don't get a refund I'm willing to charge back since this is not how you handle a customer. I've heard many good things about Razer and I'm super sad to see this is how it's going to end. All the customer support reps are useless, I talk to customer service every week and they say the same thing "we will reach out to you via email within 48 hours" regarding this problem. But no one ever reaches out to me. I don't know what to do, I need my money I can't afford to pay for self, and nor should I be responsible for this act by Razers return company.

  Business Response

  Date: 11/29/2022

  Razer has acknowledged the issue and is working to resolve. The shipment was lost in transit and was previously being investigated to discover where the error occurred, if the error was a result of the shipping label or courier mistake. Razer will refund the customer for the item(s) lost in transit and pursue a resolution with the courier separately. 

• Initial Complaint

  Date:11/21/2022

  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.

  bought a razer brand nari headset off amazon december 22nd 2020. headset constantly beeps and drops signal repeatedly. whether wired or wireless.headset has never been dropped, wet, damaged in anyway. in a smoke free, kid free, drug free, pet free home. their website states 2 year warranty on headsets. neither amazon nor razer will honor the contract despite no user side mayhem. agent stated it was under warranty but she would not honor it. https://www.razer.com/warranty " Razer Headsets, Earphones and Earbuds2 years^^"" ^^ Products purchased prior to October 1st, 2018 maintain the original 1 year warranty (keyboards with mechanical switches maintain original 2 year warranty)."https://mysupport.razer.com/app/warranty-support 862038D09301832 is my headset serial number. on the tech support contact page it states that it isnt under warranty, yet the warranty page and the agent themselves said it was still under warranty.i just want a working freaking headset. i did nothing wrong, so what is the issue with getting a replacement or a refund.

  Business Response

  Date: 12/02/2022

  Razer has acknowledged the issue and is working to resolve. The customer support agents validated the product's active warranty and provided a shipping label for the customer to return the defective *****. At this moment in time Razer is waiting for the customer to return the defective unit. Upon receiving the defective unit Razer will send a replacement. 

  Customer Answer

  Date: 12/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the case is not yet resolved.
  
  i am still without a properly working unit. the terrible customer service has not been yet addressed. i have been passed between no less than 6 different people between the razer service reddit forum and various razer customer support team members through email. i am acknowledging the status only as recognition of awareness of steps so far, but it is not yet finished or resolved. razer has acknowledged that my warranty was valid, the item has been returned via mail after a small delay due to illness. once i receive a proper working unit, then i will consider moving forward with this complaint. it did not have to be as difficult as razer ahs made it. i have been a razer consumer for more than ten years and have spent thousands on laptops, peripherals and the related products. they could have made this nice and easy but they did not choose to. once this situation is settled, i will consider moving on to a different provider in the future. 
  
  Regards,
  
  *******************************
  
   

  Business Response

  Date: 12/09/2022

  Razer has acknowledged and is working to resolve the issue. The customer support agents have validated the product's warranty and initiated the *** process for the customer to return the defective unit. Upon receiving the defective unit Razer will issue a replacement for the customer. Please continue working with the support agents to ensure everyone has enough information to proceed further. 

  Customer Answer

  Date: 12/21/2022

  
  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.

   

  i am now satisfied with the outcome of the process. It can be closed.
  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:11/15/2022

  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.

  Worst customer service I have ever had. I bought a new Razer Blade 15 advanced 2022 (rz09-0421nec3-r3u1) on 10/12/2022. I received it on Oct 17, 2022. I have been having problems with the battery randomly shutting down my laptop while connected to the charger, even when it reports 100% https://www.dropbox.com/s/h6o83oi3luxabc1/IMG_0183.MOV?dl=0. The battery report shows the battery was charged to 117% capacity, but the actual capacity shows ***** mWh. A full charge capacity should be ****** mWh. The Bluetooth doesn't work from 10 feet (3 meters) away. I did try another Razer 230w charger, no difference. The wireless acts like the antennas are not working. I have video I can share of my 2016 MacBook sitting next to the Razer (110mbps) and the MacBook (330mbps) is 3 times faster when running Ookla speedtest when connected to the same wireless network https://www.dropbox.com/s/reepydsonkonf5c/IMG_0181.MOV?dl=0. I opened a ticket on 11/6/2022, currently 9 days ago, and still have not received an RMA to return it for repair. I called support on 11/11/2022, and after 3.5 hours on hold I gave up and messaged their @Razer ********* and they escalated my ticket. The escalation does not seem to matter, as support still only emails once a day. It has now been 48 hours with no response. I have stopped using the Razer laptop as I'm worried the problem with the battery will cause a fire.

  Business Response

  Date: 11/18/2022

  Razer has acknowledged the issue and is working to resolve. The return shipping label has been offered to the customer and the return shipment was initiated by the customer and is now in transit back to ********************** for repair. Upon receiving the defective unit Razer will expedite the repair and return the laptop to the customer. Please continue communication with the support agents to ensure the laptop is received and is functioning as advertised. 

• Initial Complaint

  Date:11/14/2022

  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.

  November 10 2022 i paid roughly up to with shipping and taxes of 280 dollar i paid for three items which one was suppose to be free the charge of each item was one such item was ****** for a camera/ the other was a blue screen which was ******/ and the last which was suppose to be free was charge to my account for *****.i contact them three different time and have transcript for the last one where after showing proof that they charge me three time they decided to state that they still only charge me twice and not for the freebie item the tracking number and order number is RZUSWP1000001139263 what make this worst is that as am trying to return the said item they are charging me upward to 15 dollar for each item.the upload before are teh image i sent to teh company showing proof they charge me three time and the final upload is the transcript of the discussion and how they tried to deny

  Business Response

  Date: 11/16/2022

  Razer has acknowledged the issue and is working to resolve. Please provide evidence of the defective items to the Razer support team to ensure they can prove your claim. If the defective items are within the warranty period the customer is entitled to repair or replacement according to Razer terms and conditions. However, Razer may pursue a refund on their own accord. Please continue communication with the support agents to ensure they have enough information while they conduct their investigation. 

• Initial Complaint

  Date:11/09/2022

  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.

  I made the return for my Razer order ******************* back on October 12, 2022. It has now been NEARLY 1 month still they have not had the way to issue my refunds it's been stuck in-transit or something even though I used the return label razer provided me with.. frankly this is utterly disappointing as I was told numerous times these past few weeks refund will be issued and completed but yet nothing has been done and I am being ignored or being told the same thing over and over again. I am asking you BBB/Razer to please fix this and do the right thing once for all to get this issue resolved, this shouldn't have been taking this long this is so disappointing to see from a big brand. Case ID: ************** Please fix this, I've been avid razer user for years now.

  Business Response

  Date: 11/14/2022

  Razer has acknowledged the issue and is working to resolve. Razer is investigating if the shipment was previously received at the warehouse or if there was an issue during transit. The support agents will provide a resolution shortly. Please continue communication with the support agents as they finish their investigation. 

  Customer Answer

  Date: 11/14/2022

  Razer has been telling me that fot 2+ weeks now and they've been giving me same vague responses about the matter. They need to conclude this and issue out the refunds instead of claiming same statement over and over again. This needs to be done, i am accumulating interest on my purchase which was returned.

  Business Response

  Date: 11/18/2022

  The Razer support agents are proceeding with a refund for the item lost in transit. The transaction may take several days to clear the banking system. In the following week the customer may review their personal bank account to ensure the cost of the order was refunded. 

  Customer Answer

  Date: 11/22/2022

  I have not received an email from Razer about the refund being processed. Can I please get an email confirmation about this.

  Regards.

• Initial Complaint

  Date:11/02/2022

  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 Deathstalker v2 pro beginning of August. The middle of September I noticed some of the *** lights werent functioning properly. Called support and was told it was covered under warranty and they would fix it or send me out a new one. Send the keyboard out 30 September. I received confirmation that it was delivered on 6 October and within 3-5 business days I would have a replacement. On 19 October (13 days later) I was told the product was shipped by ****** 24 October ***** delivered my keyboard to the wrong address (Not razers fault as they had the correct address) and someone signed for my package (none of my family or neighbors). I contacted razer to let them know that my package was not delivered and ***** was completing an internal investigation. 25 October razer was going to look into it and they would contact me within ***** hours. It is now 2 November and after sending them multiple emails attempting to contact them I have heard nothing from them and the specific department handling this issue has no contact method besides email.

  Business Response

  Date: 11/07/2022

  Razer has acknowledged the issue and is working to resolve. Due to the error during shipment, Razer will send the customer another replacement product. Please continue working with the Razer support agents to ensure the repalcement is received and functions as advertised. 

• Initial Complaint

  Date:11/01/2022

  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 have a Razer Iskur XL chair that I bought last November. I started having issues with the chair in February when the gas cylinder that lets the chair go up and down failed. I filed with Razer and the replacement part came for the chair. Fast forward to August of this year, the seat bottom of the chair, where you sit, broke on the side supports ad well as the metal bracket it mounts to. The chair is only used 2-3 hours a day and I baby it so there should of been no failure like this. I submitted my first claim, 220820-000102. I clearly said the seat base was damaged. So what did I get for my replacement part? A chair back. Razer was contacted and was told the right part was shipped. I then received another chair back as well as the star base to my chair. All of which WAS NOT the issue. It took a total of 4 times for me to get the chair bottom and bracket. After putting the chair back together, I noticed that the chair bottom was more "stiff". I figured it would get boke in after a few days/weeks. That did not happen and the chair actually feels like there is little padding, or there is a defect. Since email and using their support portal is a nightmare, I tried calling them via their ***** number as well as a few other numbers. All of them go to their service line that hangs up on you every time after 10 min. I tried for 3 weeks to reach someone with no results. I reached out to Razer support on ******* and they put a ticket in and someone ]reached out to me. They set up a time for their support team to call me at 1pm EST. That never happened and when I reached out to inquire I was told to call them. Dealing with them has been impossible. I am a disabled firefighter/vet and this chair was the first chair i have ever owned that would support me and was comfortable, until i got the replacement seat base. At this point, I feel a store credit or full replacement is due.

  Business Response

  Date: 11/07/2022

  Razer has acknowledged the issue and is working to resolve. Razer is investigating each of the customer's cases and will find an agreeable resolution for the customer given the negative experience the customer had involving the gaming chair. Please continue communication with the Razer support agents and they will provide a resolution within several business days. 

• Initial Complaint

  Date:10/31/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: *******************
  I ordered a Razer Core X - Black on October 27, 2022, with expedited shipping. Its delivery date was scheduled to be between Mon, October 31 and Tues, November 1. As of October 31st, I have still not received any tracking information and the order page says "Delivery in Progress." I contacted sales support who informed me that the order was missed for shipping and that they've placed a request with the warehouse and to expect an additional 2-3 days for them to process. The final issue was they would not offer to refund shipping unless it still isn't delivered by the end of the week, Fri, November 4th.
  
  The fact that a high-value item with expedited shipping can simply be forgotten about and the customer is responsible for requesting that it be shipped is ridiculous. On top of the terrible customer support I've received with an RMA in the past, this is definitely my final order from Razer. They've shown time and time again that they do not value their customers or uphold their delivery SLAs.

  Business Response

  Date: 11/02/2022

  Razer has acknowledge the issue and is working to resolve. The shipment is being investigated and Razer will refund the cost of expedited shipping if a delay occurred. The Razer support agents should have an update shortly regarding the shipment status. Please continue working with the support agents to ensure the order is received without additional errors. 

  Customer Answer

  Date: 11/04/2022

   I was provided a phone number to call VIP support and they never answered or returned my messages over the course of 2 days despise the recording saying to expect a call back within the hour. I still have zero update on where my product is or why it still hasn't shipped.

  Business Response

  Date: 11/07/2022

  The order in question appears to have an error that occurred during the transaction. The support agents are working to manually correct the error and refund the customer. The correction will occur in several patient days. Please maintain communication with the support agents to ensure the refund occurs correctly. 

  Customer Answer

  Date: 11/09/2022

   The support agents have been very unhelpful and just replying with the same scripted responses. No one has been able to tell me why Razer took my money for an order then simply never shipped it. The order is almost 2 weeks old and still I have zero update to if it will even ship, again ordered and paid for with express shipping. The last thing I heard from support was they are going to cancel my order which I hadn't confirmed that they should do yet. At this point I've just had to file a dispute with Chase to get my money refunded and you guys can finish up this issue with them.

   

  As a customer this has easily been the worst experience I've ever had in trying to buy a product online. I can honestly say Razer will never again have my business after this.
  

  Business Response

  Date: 02/15/2023

  The customer ******************************* purchased a ********************** Core X from the Razer website on October 27th, 2022. The customer purchased expedited shipping and contacted Razer because he noticed the delay. Upon discovering the error Razer was able to release shipment for the customers Razer Core X.  The shipment had an estimated arrival date of November 16th and the shipment was delivered at this time. The customer did not respond back to ********************** to request further assistance and the case was closed.

  Customer Answer

  Date: 02/21/2023

  
  Better Business Bureau:

  I just want to put on record that Razer has shown in their most recent correspondence that they still don't even know what they did with my order (and you got my name wrong). The last response I have from Razer on this issue is simply that they were going to cancel my order but that's not what the agent described in his BBB response. I don't have energy to fight this so sure let's go with what the last guy said.
  
  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:10/27/2022

  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 Leviathan V2 (namely speaker), on Sep.24th, and received on Sep 30th, and open it on Oct.1st. And I found I received a defective speaker, so I asked the support team how to deal with it. The agent offered me refund option and promised me that I would receive my refund after their warehouse received the item. I did what they asked mw to do, write all the information they need outside of the return package, and the return package was delivered at Oct.17th. I asked them on Oct.20, Oct.25, Oct.27 of the refund status. They promised to process my refund in ***** hours, but I waited for more than 10 times ***** hours, but I still does not received my refund. I need the refund to pay my credit card bill, and it's very urgent. The attachment has my order information , the prove of order received date(Sep.30th), the prove of I contacted them on(Oct.1, the one day after I received the package), the prove of return package and RAZER's confirm of my return and their RMA# with promise of refund and chat transcript with their agent.I hope

  Business Response

  Date: 11/02/2022

  Razer has acknowledged the issue and is working to resolve. If the shipment was delivered, the warehouse may have experienced a delay during the process of systematically receiving the shipment. The issue has been escalated to investigate where the return package is. Please anticipate a response form the Razer support agents with action toward a resolution. 

• Initial Complaint

  Date:10/22/2022

  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.

  I own a Razer 2 phone made by Razer. It is not in warranty and I am in need of repair for the device. Parts are not available by nationally known repair service Asurion. Razer does provide repair services for their devices but have no transparency for out of warranty device repairs as they simply want you to send in the device and they then make all the calls on that case by case. Given that I am inquiring about a phone made and sold by them (directly to me in my case) I am seeking to know what the out of warranty repair cost is for the specific, and repair technician verified issues of my phone. In my case, the charging port to be replaced, and ideally a new battery.
  
  On top of getting the run around by the customer service agents, as well as a new person to talk to with each and every email, the one thing that is consistent is they cannot or will not share the repair cost of those specific repairs. Instead they push turning the phone in ($99 fee for them to accept it) and having their service center then contact me regarding the device. I have the full conversation between myself and the various support personnel. Can share them If desired

  Business Response

  Date: 11/02/2022

  Razer has acknowledged the issue and is working to resolve. The support agents will offer their best ability to quote the customer on the costs of this unit. Please continue working with the Razer support agents to ensure any product that is within warranty is serviceable. 

  Customer Answer

  Date: 11/02/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18300364, 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.
  
  
  

  They indeed did eventually follow up with my requests, but it required 6+ personnel and answers that changed including admitting they don’t do repairs or support the phones unless “you go past the first tier of support”. This would be acceptable if they for example removed access or the option to attempt a warranty or non warranty repair of the device, instead the option is there with the link to submit it looping back to the beginning. My answers were given to me by an “VIP” of their support team and they admitted that the costs of  repairs typically exceed the value of the device when purchased new. ($400 and up was the “typical” quotations offered from past repairs.) I declined their service options due to their exorbitant (double fair market cost for repairs as compared to Asurion/ubreakifix). But since I finally received the information my claim and issue with Razer has been fulfilled to satisfaction regarding the complaint.

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