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

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

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  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

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  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:10/18/2022

  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.

  A Warranty claim was made on 10/14/22 for the microphone on an Ultimate Nari Headset that broke during normal use due to defect in manufacturing ; claim #******-003406. The product was still under manufacturer warranty, proof of purchase, valid serial number and evidence of defect was provided. Initial resolution came back as claim denied due to unacceptable use or care of the Product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use, or any operation of the Product outside Razer's recommended parameters and it went on to say that Please understand that the main reason we cannot honor your request is that doing so would not be fair to all of our customers who purchased a RazerCare Plan which covers customer-induced damage cases. So because I did not purchase THEIR warranty, they didnt want to cover it. They came back and wanted me to agree to pay up front for a replacement with their advanced replacement action which you can see by the sheer number of complaints on here is a complete scam.

  Business Response

  Date: 10/21/2022

  Razer has acknowledged the issue and is working to resolved. The Razer support agents are reviewing the damage again to investigate if the original diagnosis was accurate. Please maintain contact with the support agents and they will be be in contact with the customer shortly. 

• Initial Complaint

  Date:10/17/2022

  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.

  On August 31st I ordered a laptop and about a week later I received it. It turned out to be defective so I submitted all the necessary information including a video proof and started waiting. They told me I only can get a replacement so I sort of agreed and returned the item. It arrived at warehouse a while ago and now they are asking me for other details like Serial Number (???). How am I supposed to have a serial number of the item I already returned a while ago?? Just want to let you know it was ******** who was asking for this nonsense. Its been a month and a half and they still cant issue me my money back. If this takes any longer, Im resolving this with PayPal! Heres the order number: RZUSPP1000001083219. Case # ******-002733

  Business Response

  Date: 10/21/2022

  Razer has acknowledged the issue and investigated the customer's order number and case details. Upon further review the warehouse confirmed the package received was empty and did not contain the customer's unit as intended. 

  Please continue working with the Razer support agents to correct the shipping issue. If the customer believes there was theft during shipment, please contact the courier and file a claim. 

• Initial Complaint

  Date:10/05/2022

  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 Blackshark V2 Pro which recently stopped charging and was still within 2 year limited warranty. When I called I was asked for the Serial number which is when I first realized that the serial number was not located in the spot which it was supposed to be. The ******** care agent then went on to repeatedly question me on if I knew what headset I had and just couldn't grasp the concept that the Serial number was NOWHERE on the head set or anywhere along the headset cord. I was then instructed to remove the left ear pad and check to make sure it was under there. The ear pad tore a bit when I was removing it to reveal again no Serial Number. At this point the agent instructed me to take a video of the full headset so that the warranty team could verify that there is no serial number. She then informed me that my warranty will probably not be honored due to the missing number. My mind was pretty blown away that apparently if a company doesn't want to honor their limited warranty all they need to do is have a "Manufacturer error". This stupidity aside, when I was finally reached out to by the "escalation team" they found that the warranty void, not due to the missing number, but due to "customer inflicted damage" because I removed the earpad as instructed by the first agent. I f that isn't the definition of dealing in bad faith I don't know what is. Part of my purchasing process is dependent on the quality of the described warranty and backing out of it by tricking customers into "voiding their warranty" is absolutely abhorrent.

  Business Response

  Date: 10/10/2022

  Razer has acknowledged the issues and is working to resolve. Traditionally the serial number is labeled on every product so this is a unique case. Razer has validated the Proof of Purchase and intends to honor the warranty despite the serial number issue. Please continue working with the Razer support agents to ensure the defective unit is received by Razer, and to ensure the replacement unit is received by the customer and is properly functioning as advertised. 

• Initial Complaint

  Date:09/22/2022

  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 three thousand dollar laptop with this company a month ago via another retailer. The product includes a one year warranty through Razer. After a month, the product stopped working and charging. I have attempted to reach the business to have the product fixed. I am having to wait days between responses from them, and am not confident at all that the problem will be resolved. At this point I have been waiting two weeks for resolution on a product that I need to be working immediately. When I contact their customer service, I am pushed off by someone who doesn't seem to know what they're talking about. I need help in ensuring that this company properly upholds its warranty commitment, and they have proven that they cannot be trusted to solve the issue alone.

  Business Response

  Date: 09/26/2022

  Razer has acknowledged the issue and is working to resolve. The Razer support agents have validated warranty and confirmed the customer is still within the warranty window. At this time the support agents are proceeding with an In-Warranty Repair and generated a prepaid return shipping label for the customer to return the device back to **********************. Upon receiving the unit Razer will ensure the repair is conducted properly and the unit is return to the customer. 

• Initial Complaint

  Date:09/20/2022

  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 computer from Razer which shipped it with ****** The package requires a signature to be delivered. On the day of delivery September 13, ***** says they delivered it and it was signed for. At that time i was home and the name they say signed for it i do not know. Also if a delivery person were to try and contact me at my apartment the intercom system auto takes a picture of them and emails it to me along with a phone call to my cell phone which never happened that day. I contacted razer so they can file a claim and get me the computer i paid for but Razer just says well says ***** said it was delivered it so its not our problem even though ***** gave it to an unknown 3rd party.

  Business Response

  Date: 09/23/2022

  Razer has acknowledged the issue and is working to resolve. The customer will use the customer information seen in this ******************** claim to investigate current shipments and possible errors. 

  If the customer has reference to any tracking numbers or order numbers, please provide that information here. This may potentially assist the investigation. 

  Circumstances occur where the courier confirms delivery however the customer may not have receipt of the items they ordered. Theft after delivery is possible and the customer must ensure the address provided is safe from public access or theft after delivery. If the customer believes theft occurred, please file a police report with the local authorities. A claim may also be filed with the customer's financial institution to potentially receive compensation for products that were purchased and not received. 

  As Razer continues to investigate the issue with the courier the support agents will provide updates. Please continue working with the support agents to ensure they have all relevant information to proceed. 

• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  On Aug 9, 2022 my personal information was taken from my PC without my knowledge or consent. I filed this with identitytheft.gov (report #*********). The report on that site wants you to list total of accounts effected which was approximately $600 taken from my bank account and credit cards. One of the items purchased was a gift card for Razer Gold. I'm not sure exactly what the gift card was for. Unbeknownst to me, the person(s) that did this had opened an account and gold.razer.com to use this gift card. It wasn't until Aug 31st that I realized this account even existed because the service had sent me an email thanking me for my previous purchases. I went to the site and realized the hackers had made an account using my name and email address *********************** I was able to retrieve the password since it was my legitimate email address used and change the password but when the person(s) created the account they used some type of 2-factor authentication that made it impossible for me to close this account.I've contacted support at the Razer.com website several times (at least 5 that I can remember - I still have emails) since Aug 31st requesting the account be closed and deleted since it was created fraudulently and may possibly still have information within it that could facilitate further fraudulent transactions. I had even sent them screenshots of the purchases that were on my credit cards along with my name, email address and a copy of the report from identitytheft.gov.They (Razer support) have written me back each time requesting that I send them some kind of PIN code I used when the account was created. I do not have this code! They're not budging from that request.Maybe if BBB gets involved you all can help me get this fraudulent account closed and hopefully get their policy regarding this type of transaction changed. I would welcome & appreciate any help.

  Business Response

  Date: 09/20/2022

  Razer has acknowledged this issue and is investigating the origin of these transactions. During the investigation, Razer will also discover if the transactions can be reversed or cancelled. The Razer support agents will also investigate the history of the customer's account and see what personally identifiable information exists. This information will be deleted upon the customer's request. 

  The speed of the customer filing the claim with their bank is very helpful to issues that concern theft and/or fraud. This financial institution has a high probability of capturing fraudulent transactions or providing reimbursement for the incident. Please also work with this entity for reimbursement from this incident as the current origin of this transaction is unknown. If reimbursement is possible through this financial entity, please inform the Razer support agents while they conduct their investigation. 

   

  Customer Answer

  Date: 09/21/2022

  The business has assured me they will (or already have) deleted the account in question.  I appreciate BBB for helping me out with this situation.  Thank you.