Complaints

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

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Razer USA Ltd has 12 locations, listed below.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  Razer USA Ltd

  630 Old Country Road Space 1054 Garden City, NY 11530

• 

  Razer USA Ltd

  1 Garden State Plz Spc 212B Paramus, NJ 07652-2417

• 

  Razer USA Ltd

  11401 Century Oaks Ter Austin, TX 78758-8699

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:10/30/2024

  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 bought the razer viper v2 pro on ****** in 2022. Yesterday in the middle of using the mouse it stopped working. I have since done all the troubleshooting according to their website and found that the usb wireless receiver does not work even on other computers. I tried contacting support but since the product warranty is only two years they don't care. It's extremely upsetting as a loyal customer that they would be okay with this. This product was expensive and should have lasted well over two years. I would like for a replacement usb receiver so I can continue to use the product and not throw it away since the mouse is functional when plugged in.

  Business Response

  Date: 11/04/2024

  Based on the customer's provided information and Serial number, the customer's unit is already deemed outside of the warranty period. Unfortunately, we are unable to replace the customer's unit as it is already out of warranty. For more information about the warranty, the customer may visit the site: *********************************************.

• Initial Complaint

  Date:10/24/2024

  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.

  Purchased two cash cards from Razer Gold at ****** one for $100 and a secondcard for $25 both cards failed to provide a readable ''pin'' scratch- off not allowing the cash value redeemable. Also my friend purchased a $500 card and had the same issue ..! Numerous attempts to contact the company has failed . No live person nor web page for help is provided. They claim the cooperate office is in ****** , ********** , ***. We went there to find NO ONE!!California Attorney General has complaint filed 10/24/2024

  Business Response

  Date: 10/28/2024

  Razer support has contacted the customer via case number *************. The customer has been advised on the next steps to resolve the customer's concern. We ask that the customer respond via the provided case number in order to ensure timely resolution of the customer's concern.

• Initial Complaint

  Date:10/10/2024

  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.

  This complaint is filed directly to RAZORUSA.I made a purchase from ******** using zip, who they authorized to process payments on their website. After I made the purchase, I was not sent a confirmation from razor or ZIP (which razor is trying to blame for this problem) but I was charged twice for the transaction. It wasn't until I made a call to razor that they decided to refund me my money.This business is highly unprofessional, ***** specifically who I spoken with at RAZORUSA consistently cut me off when I was speaking and wouldn't let me explain my problem, he was rude, hung up on me the first time, took zero responsibility for their flaws and completely denied any involvement with the purchase or transaction.After I tried to call back again, they did the same thing. Denied any involvement with the purchase and consistency tried to end the conversation. This is so unprofessional and ridiculous from a business stand point.Both charges on my debit card were labeled "RAZORUSA" they didn't have zip on the chargers which means ZIP is making transactions on their behalf. Which also means they are the ones to be contacted if something goes wrong. ***** obviously can not handle these types of issues. He's absolutely incapable of doing the work. He's not even fit to talk to a customer let alone handle issues with payments. He's completely oblivious to how their business works and he's apparently the one running that department? Wow.The worst customer service experience I've ever had with any company, hands down. Customers need to know about this and ******************** needs to make this public.Zip is essentially charging people's cards on behalf of razor and not fulfilling orders and it sending confirmations. That's a major problem. How would any customer even know of their purchases went through besides them seeing their bank statement and seeing RAZORUSA took payments from them? How would a customer know if their order was even shipped or received?

  Business Response

  Date: 10/11/2024

  Razer support reviewed the customer's concern and unfortunately, we have no records based on the customer's provided information. If the customer can provide us with more information, we can further investigate the customer's concern. Furthermore, Razer does not use zip to process the payment for the orders. If the customer can provide the last 4 digits of their credit card, transaction id and the product that they have ordered, we can investigate further in order to properly assist the customer with their concern.

• Initial Complaint

  Date:09/26/2024

  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 ordered a Razer Iskur v2 chair from best buy on June 3 2024. Razer has issued a replacement for the defective back support (warped and causing back pain) but has refused to issue replacement for the parts that are anchoring it,. As the defect involves plastic that is preventing me from even dissassembling the chair it is unusable. At this point they are not complying with warranty laws despite having a 3 year warranty. I'm seeking a refund of the purchase price by razer as the original merchant is not able to accept returns past 30 days and an apology for the physical pain caused. I have a disability and would like to avoid suing but may not hava a choice.

  Business Response

  Date: 10/01/2024

  We are currently working with our dedicated team to resolve the customer's concern and identify the necessary parts that need to be replaced. We ask that the customer continue to communicate via case number 240912-002685 in order to receive timely communication and resolution of the customer's concern.

  Customer Answer

  Date: 10/02/2024

  hi there. The response is the exact same I’ve been dealing with for almost a month. Telling me to wait and they’ll get back to me. I’ve already confirmed the parts in question and they’ve still been constantly giving me the run around. If they refuse to take action and continue to be dismissive I will be forced to to bring the matter to the attention of the government (Canadian competition beaureu) which according to warranty non fulfillment regulations can result in 150,000 CAD fines and further penalties. Hence I’d prefer to keep the complaint open until the business fixes the issue. They previously, after submitting the complaint to the BBB, reached out and said I’d hear back in 1-2 business days. It’s been 3 and no further communication has been provided.

  Business Response

  Date: 10/08/2024

  Razer support's dedicated is still currently working on processing the replacement part necessary for the customer. Razer support will continue to communicate with the customer via the provided case number. Please allow 2-3 business days in order for Razer support to identify the replacement parts needed and resolve the customer's concern.

  Customer Answer

  Date: 10/11/2024

  While I’ve been very patient and understanding, until the issue is resolved (the defective product is replaced) I will not accept this complain as resolved. I appreciate the response, but I remain committed to ensuring this is handled appropriately. As such, I do not accept this as resolved as the defective product has not been replaced.

• Initial Complaint

  Date:09/20/2024

  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 have contacted Razer about their service, non honoring rewards and missing products . I have case number 240915-002697(most recent ) .There actually 7 because the workers keeps promising me to call back but never did . Ever time I get email it new person talking . Every time I call to talk to supervisor they said they will call me back . I provided a picture of the laptop and what missing . I told the worker I sign in before purchasing the laptop .but still deny my rewards because I didnt ?? they have since denied me any proper service . I even call telling there working that there commercial invoice not excepted at the boarder and they said wow we will get some one to help . The package did not arrived o. promised date of 2-3 days .I can return the item and get a brand new one but that a waste of time and resources . I am trying to just get my rewards and my missing item . I am in my master program I was planning to use the point to purchase a mouse for ergonomic purposes due to injurys . I have 3 of your laptop (past decade) and I really regret on purchasing this last one . I am hoping a representative from America corporate office can provide the proper correction and services .

  Business Response

  Date: 09/26/2024

  Razer support has reviewed the customer's concern. Based on the customer's screenshot provided, it is evident that the customer has not signed up for the ********************** rewards program. The customer however did sign up for the *** program in order for the customer to avail of the educational program discount. Since the customer did not sign up for the rewards program, we are unable to provide the customer with the ******************** rewards.

  For more information about the Razer rewards program, information can be found here: **********************************************************************************************************************************************************************************************************************************************************

  Customer Answer

  Date: 09/26/2024

  so you let me return the product and reorder Same product .  so I can have my rewards and missing product . If you really want to go this give me return label and Ill purchase another one right now just so I can receive my point and all the products that is missing . It is embarrassing as company if you take that route Your call . 

  Business Response

  Date: 10/01/2024

  Based on our tracking, the customer's physical orders have been completely fulfilled. With regard to the customer's game codes, tentative *** for the customer to receive the game codes would be within the week. We apologize for the customer's experience. Unfortunately, since the customer has not signed up for the ******************** rewards program, we would be unable to provide the customer with rewards points. If the customer would wish to return the order, the customer may go to ******************************************************* to facilitate the return.

  Customer Answer

  Date: 10/02/2024

  BBB, they are providing false information of fulfilling . They ask in every message do you want to return , where is the picture , they said I receive the game 15 days on line they said I wont get it to October 11 1 month half of arrival . I think It time to get lawyer for falsely advertising. And improper communication 

• Initial Complaint

  Date:08/22/2024

  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.

  I purchased a Razer Laptop. When I got the laptop the item was defective. I had it shipped back to them to be repaired. It has now been over a month. I have emailed them time and time again for status and they keep telling me that they are waiting on a tracking number. The last time I contacted them for status was earlier this week and now they refuse to email me back at all (email history is attached to this complaint). I called them over the phone and they were very vague about a resolution, offering none and telling me I would have to wait. I asked for an email of the transcript of our conversation and they agreed. Needless to say I have receieved no such email. I have checked my junk mail and no emails from Razer are there. They essentially stole over $2700.00 from me and I think they should be put out of business.

  Business Response

  Date: 08/27/2024

  The customer has already filed a refund via chargeback. Since the customer will be refunded via chargeback, the replacement has been cancelled.

• Initial Complaint

  Date:08/22/2024

  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.

  On August ****** I purchase a Razer Gold card from my local Target store, upon scratching to redeem the code from the back of the card the code or pin was missing. I have been reaching out to the customer service department of this company to have them assist me with obtain the missing numbers or pin code so that I may use the product that I purchased. I have submitted the photos and the receipts proving the purchase and possession of the defective card. I have been ignored or just received an auto generated response to date.

  Business Response

  Date: 08/27/2024

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase two razer gold gift cards at Target in ******************************** and it went and I scratched for the pin and the pan was scratched off so it was damaged this was July 28th 2024 and I contacted the company and back of the card and it's been 2 weeks I have not heard back from the company on getting refund and I went to Target and they won't give me a refund they said to contact the card number and then I spoke with someone on chat ******** and he said to contact the store for a refund I can't believe this you know it's just like a run around circle and they have not contacted me about the refund of the card or a PIN number for the card or anything and the other card has not even been scratched it hasn't even been redeemed either so I want to file a complaint because this is not right and they gave me again to contact g o l d .r a z e r. Com , each guide was $25

  Business Response

  Date: 08/26/2024

  Razer support has been in contact with the customer via case *************. We are currently working with the customer to resolve the customer's concern.

  Customer Answer

  Date: 08/27/2024

  
  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:08/19/2024

  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 purchase date was within 2 months of purchase. The incident was brought to the attention of *****. Razor incident number is provided. Razor support stopped replying to requests to honor warranty contract. Breach of contract complaints were submitted. ***** has yet to respond to allegations, nor has Razor attempted to honor contractual obligations. The wish of filing today's complaint is to get Razor to honor warranty contract, and replace/repair PC headphones purchased two months ago. Sales receipt, purchase proof, customer information, images or damage, explanation of how it happened, and video were all requested by *****. All requested documentation and information has been provided by customer. ***** continues to obstruct, and now simply ignores requests to honor warranty contract.

  Business Response

  Date: 08/26/2024

  Razer support has been in contact with the customer via Case # *************. We ask the customer to continue to respond via the provided case number in order to fully resolve the customer's concern. An RMA has been created to resolve the customer's concern.

• Initial Complaint

  Date:08/16/2024

  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.

  I purchased 15 Razer Gold gift cards @ $200 each for a total of $3000 on June 27, 2024.  I passed 12 of these cards to a friend.  Five of these cards showed Invalid Code errors when she tried loading the PINs.  Three cards had been tampered with - the PINs have been partially scratched and are unreadable.  I contacted the only phone number I could find to register a complaint and was told the number I reached was tech support and they had no involvement with gift cards. I then emailed *****************************************.  I provided pictures of each of the five cards with the invalid code errors, screenshots of the errors and all receipts available.  I also provided pictures of the three cards with the PINs that had been tampered with.  I received email responses that only kept requesting additional receipts which are not available. I asked for phone numbers where I could call to speak to someone.  I received no response.  I spoke with the manager of the store where I made the purchases.  He stated that he had received notification that there was a problem with the PINs on the Razer Gold cards and they were not to be sold anymore.  They have been removed from display.  I have pictures of all the cards in question and screenshots of the errors received
  I am requesting BBB assistance in recouping my $1600 loss from this company.
  
  

  Business Response

  Date: 08/20/2024

  Razer support has been in contact with the customer via case *************. We ask that the customer respond via the case number provided to resolve the customer's concern.