Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

329 total complaints in the last 3 years.
84 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/30/2025
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 mouse which is under warranty and they have made me jump through a ridiculous number of hoops verifying amazon won't take the device back and then getting numerous documents in writing and now demanding that I record a mouse not working making a you tube channel and sending a link to them i just want the device replaced.
Business Response
Date: 02/04/2025
Razer support has investigated the customer's concern. Unfortunately, the customer's unit was purchased from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers.
Customer Answer
Date: 02/06/2025
They have no proof of any of these accusations and if they would like to examine the device they can have it sent to one of their facilities for examination
Business Response
Date: 02/12/2025
Based on the customer's proof of purchase, the customer's unit was purchase from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers.
Customer Answer
Date: 02/18/2025
We have gone down that path at your advisement and we're sent the response it is not reasonable to expect someone to record a malfunctioning mouse if the device needs to be verified the standard practice is to have technicians check the hardware for tampering and performance
Initial Complaint
Date:01/13/2025
Type:Sales and Advertising 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 placed my order with Razer on DEC 10th and after a significant delay requested a refund. Up to this moment (JAN 13th) refund was not issued and Razer keeps sending me meaningless emails.
Business Response
Date: 01/17/2025
Razer support has reviewed the customer's concern Based on the provided information Razer has already refunded the customer's order with order number *******************. With regard to the refund for the Advance replacement with RMA RZC-1952633, the refund is currently in progress. We will communicate with the customer once the refund has been completed.
Customer Answer
Date: 01/22/2025
Razer has been saying they will make full refund for about three weeks now and avoid providing any specific dates. Since DEC 30th 2024 they keep coming up with clearly made up reasons not to make the payment (the package hasn't yet been received by our warehouse, our internal procedures take a bit longer than expected, we are still looking into this, please bear with us we understand your concern etc).
Considering I've been reaching out to them almost on a daily basis requesting my refund they are just trying to buy some time making different **** respond to my emails making me explain the issue over and over again.
Business Response
Date: 01/27/2025
As per our records, the customer has already been refunded in our system. It may take around 7 to 21 days for it to be reflected on the customer's account depending on the financial institution.
Initial Complaint
Date:01/10/2025
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 bought a Razor Gold card I put $100 dollars on the card and when I got home and scratched the card there was no money on it bi took it back to the store where I bought it they said it was nothing they could do and for me to call Razor but I couldn't find a number I called the BBB the other day and they gave me link I contacted them and they told me to upload everything which I did they gave me a reference number I uploaded everything about four times or more and they keep emailing me telling me to upload my information they said if they didn't hear from me in ****************************************************************************************************** 250107-000378
Business Response
Date: 01/17/2025
Razer support has tried to contact the customer multiple times but was unable to contact the customer. We ask that the customer continue to contact via the provided Case # ******-000378. Based on the last contact, Razer support would need the following: Back Gift Card Image(Full image and do not crop it) all 4 edges of gift card must be visible. - Full Image Proof of purchase: (Receipt from Bank/payment platform) (Note: the receipt should include transaction ID, amount, time, date), in order to conclude its investigation.
Initial Complaint
Date:12/24/2024
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.
BlackShark V2 Pro (2023) headset
Business Response
Date: 01/06/2025
Razer support is still currently actively investigating the customer's concern. ********************** support would need more time to respond to this concern as we are still currently doing the investigation.
Customer Answer
Date: 01/07/2025
Would like them to address the fact that they scammed me and refused to be any help with the situation and refused to provide contact info for their legal department so i can sue them for the money. The have told me multiple times that they know ahout this BBB complaint and still refuse to respond to it. I just want my money back and to never do business with this company again,
Business Response
Date: 01/23/2025
A replacement has been processed for the customer via RMA ***********.
Customer Answer
Date: 02/04/2025

I'm sending this email to reply to my complaint because your site will not allow me to respond to you guys. It just gives an error and has been for the last week since your guys sent the last response. I included a screenshot of the error. And now you guys just closed the complaint when I have still not received anything from the company. Nothing has shipped haven't not received any update from them. It has been 2 months since I send my product in for warranty. The company has done nothing but give me the run around while trying to scam me. They said multiple times that they were aware of the BBB complaint and still refused to answer it for 2 months.

Business Response
Date: 02/04/2025
The customer's replacement has already been delivered based on RMA RZC-******* with tracking number 1Z138V9V4224941419.
Initial Complaint
Date:12/21/2024
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.
The dongle part of the nari essential headset stopped working and razer doesn't sell replacement parts to get consumers to buy the newest model. I'm going to provide a link to a forum on their own *********: ************************************************************************************************************************************ also the serial number on my nari headset is: ***************
Business Response
Date: 12/23/2024
Razer support has reviewed the customer's case. Unfortunately, the customer's unit is already out of warranty thus we are unable to process a warranty replacement. The customer may find more information about the limited warranty policy here: *********************************************.
Initial Complaint
Date:12/17/2024
Type:Delivery 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.
Razer is a bunch of scammers when you pay for a products and they refuse to give you the entire order that is the definition of a scam. Two game codes are supposed to come with my order but razer makes up every excuse possible why they cant give me my complete order. Your info doesnt match the order when I just gave them my order invoice that they game me when I paid. Literally scammed me out of almost $5000 on a non functional laptop that they refused to replace and cant even give me two games. Quite sad.
Business Response
Date: 12/23/2024
Razer support carefully reviewed the claim and, unfortunately, Razer support found some inconsistencies that prevent us from approving the game code replacement at this time. We have to adhere to strict guidelines to ensure fairness for all our customers.
Customer Answer
Date: 01/06/2025
thanks for no help at all razer.
Business Response
Date: 01/13/2025
Razer support has reviewed the customer's concern and unfortunately it is evident that the customer has violated the terms and conditions to obtain the free game codes. Razer reserves the right to cancel or deactivate gift card(s)/game codes if original orders are returned, or if abuse (inclusive but not limited to: exploitation of glitches, multiple account creation and spamming) or fraudulent activity is suspected.
Initial Complaint
Date:11/18/2024
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 ordered a Xbox controller on Sept. 2 2024. Received it on the 16. That is 14 days later. My husband took it out of the box and that night as he was playing it suddenly disconnected. It disconnected repeatedly throughout the night and so the next morning he turned his Xbox off and just went to bed. A couple of days later him and my son were playing again and it started doing the same thing the only difference was so did the second one that we had bought for my son at the same time. We went online and seen other people were having this issue and some said that if you changed out the usb c cable that helped. It did not. We tried cleaning the usb c port and a number of other things that were listed nothing helped. After nothing helped after a week of trying my husband and son both just put the controllers back in the box and said that you can get in touch with Razer later to send them back. I try getting in touch with them to get a refund but they tell me I cant because its been more than 14 days. Wait the controllers didnt even arrive within 14 days of me purchasing them. I dont need more controllers seeing as how i have already replaced their broken ones i just want my money back.
Business Response
Date: 11/22/2024
Razer support has been in contact with the customer via Case # *************. We have reviewed the customer's case and we are working closely with the customer to resolve the customer's concern. We ask that the customer continue to communicate via the provided case number in order to fully resolve the customer's concern.
Customer Answer
Date: 11/25/2024

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:11/14/2024
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.
10/06/2024 Razer gift cards $200.00/each. $400.00 worth purchased from *********** in ************. They have a policy they wont refund the money. My husband was scammed into buying these Razer gift cards. The scammer said take a picture of the gift card the front and the back. They said scratch off the pin and I told my husband not to do that. We never scratched the pin. ********************** ,told me the cards were used on 10/07/2024. I said how were they used without scratching the pin off the back. I told them it must of been an inside job. They emailed be a few times stating the issue is closed. Now we are out $400.00
Business Response
Date: 11/18/2024
The customer did reach out to ********************** Support on 13th October 2024. Customer provided only giftcard images which was not scratched off the PIN area. However upon checking the serial number of the cards, we found it to be used. We advised customer to proceed with a police report as per our procedure.
Initial Complaint
Date:11/13/2024
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 Gold card from ****** for $50. On the back of the card there is a pin that needs to be scratched off so you can use the card. When scratching off for the pin some of the digits were erased making the card unusable. I have called their customer support and they are never available. I have opened a case online and have not received a reply case number 241107-000218.
Business Response
Date: 11/18/2024
Razer support has already investigated the customer's concern, based on our investigation gift card seems to be already used. Razer support will reach out to customer to advise further.
Customer Answer
Date: 11/22/2024
The card has never been used. I am the one who bought the card and was unable to use the card as when I went to scratch off the back of the card for the pin part of the pin was scratched off making the card unusable. I sent a picture of the card to you.
Business Response
Date: 11/26/2024
Razer support has been in contact with the customer. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the PIN has been used after purchase. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold PIN that was purchased had been used by someone else.
Initial Complaint
Date:11/02/2024
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 Viper V3 Pro from Razer, which malfunctioned shortly after purchase. Upon filing a warranty claim, I was asked to submit video evidence demonstrating the issue. Despite providing this, Razer sent a replacement unit with the exact same defect. Razer support then requested further video evidence, even though the issue was already well-documented, unnecessarily prolonging the case.Throughout this process, Razers support team displayed a lack of knowledge about the issue, requiring me to go back and forth with them repeatedly over minor details without reaching a resolution. This lack of expertise forced me to escalate the matter publicly to get any attention on my case.Additionally, Razers support phone number, which I was directed to call several times, has been non-functional. This issue is well-documented on Reddit and other forums, confirming it is not an isolated experience. Razer has failed to provide alternative support methods, leading to continued delays and frustration.After more than a month of mismanagement and unresponsiveness, I am requesting that Razer either provide a fully functional replacement unit without further delays or issue a full refund for the defective product. Razers ongoing mishandling of this warranty claim and refusal to honor its obligations as stated is unacceptable.
Business Response
Date: 11/10/2024
Razer support has been in contact with an updated case number. The customer's case is Case # *************. Currently, a replacement has been processed to resolve the customer's concern. RMA *********** has been created for the customer.
Customer Answer
Date: 11/19/2024
I have now received 2 similarly dysfunctional units, and have spoken with them as to their being clear evidence of not only hardware fault, but false advertising.
They offered a video of said replacement model showing that it too exhibited the same malfunction. At this point in time, I request a full refund to compensate for the deceptive and inaccurate advertising, as simply sending another replacement that features the same issue as the original complaint seems like a joke
Business Response
Date: 11/22/2024
Razer support is currently reviewing the customer's case. We have provided the customer with all necessary ************************, including offering a replacement device. Despite this, the customer has refused to accept the provided solutions, even though the device was functioning as intended. In order to bring this matter to a close, we are seeking the necessary approvals to refund to the customer

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Razer USA Ltd is NOT a BBB Accredited Business.