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Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronics and Technology.

Complaints

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

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Razer USA Ltd has 12 locations, listed below.

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    Customer Complaints Summary

    • 328 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 contacted Razer for a warranty claim on a headset that was malfunctioning and the customer service is terrible. I keep getting different responses from different representatives and none of them are directly responding to what I'm saying in my email replies. They keep sending automated responses and repeating themselves without acknowledging what I'm saying. They even asked me for my personal information and never followed up with me about why they needed it. They keep denying my claim unless I speak to the 3rd party seller which I have not been able to do since the seller uses Amazon support and doesn't offer a contact method besides Amazon. I provided screenshots showing proof of this and the representatives refuse to acknowledge it and keeps repeatedly telling me to contact the seller. I also requested to speak with a supervisor or manager and that request was ignored.

      Business Response

      Date: 04/19/2024

      Razer support has reviewed the customer's concern, Based on the customer's provided proof of purchase, the unit was purchased from Amazon. Unfortunately, the customer purchased the unit from an unauthorized reseller in Amazon.  Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer. If the customer purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer. For more information, the customer may visit: *********************************************.

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Answered
      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 deathadder v2 mini and the feet wear down very fast. I'm trying to work with razer And they're giving me a crazy run around in the emai. Please have someone from the executive department *not in **** or ****** send the replacement or refund

      Business Response

      Date: 04/16/2024

      Razer support has already been in contact with the customer via Case # *************. To ensure complete resolution of the customer's concern, we ask the customer to continue to respond via the case number provided.




      Customer Answer

      Date: 04/16/2024

      I am continuously responding took a lot of work for them to even get to a solution they're still working on it so I'm going to have to reject it until I get my answer

      Business Response

      Date: 04/16/2024

      Razer support has already created the *** to resolve the customer's concern. We ask the customer to continue with the *** process via RZC-1739244. As of this writing, the *** is currently in progress and we are waiting for the customer's response to proceed with the process.

      Customer Answer

      Date: 04/18/2024

      I already provided the response the issues that they are so misorganized that they don't even know when I respond or who else responded or what information they're needing and this was noticed when I first started emailing them

    • Initial Complaint

      Date:04/04/2024

      Type:Product Issues
      Status:
      Resolved
      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 laptop on razer.com on 4/4/24. Being a medical professional, I used a 5% discount promo code through their heroes program . I checked out not realizing that the price was adjusted higher than the current market rate for the computer (listed on their site as 11% discount ). I contacted razer.com within 4 hours of this transaction and they told me that they cannot process a price adjustment. I am not sure I want to do business with a company that charges a hero more for a product. I would like a cancellation of the order with a refund of the purchase.Razer case 240403-003494

      Business Response

      Date: 04/09/2024

      Razer support has reviewed the customer's complaint, based on our investigation, the customer has refused the package. We will need to receive the unit back in our warehouse in order to initiate the refund process. In the event that the customer would have any further concerns, we request that the customer contact ********************** support via the Case # ******-003494.

      Customer Answer

      Date: 04/16/2024


      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:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Nov. 10th, 2023 I ordered from bestbuy.com a razer blackshark v2 pro (2023) wireless esports gaming headset. On Mar. 29, 2024, I was using the headset as normal when the connection between the top piece and earphone fell apart. I reached out to Razer and started a claim 240329-002310. I filled out all the information and indicated that I had taken good care of the headset and that the issue was not my fault, but a fault of razer's and the issue was a defect on their end. Razer ultimately ended up denying my claim as "razer does not provide any replacement for any lost or damaged items". Again, this item was not damaged, it has a manufactures defect that caused the headset to fall apart. I have headsets, some from razer even, that I've had for 10 years that never had any issues. This is not an issue on my end, but an issue on Razer's end and I expect it to be fixed.

      Business Response

      Date: 04/08/2024

      The customer's complaint has been escalated to Razer support. The customer will be contacted Case # *************. We ask the customer to continue to respond via the case number to ensure complete resolution of the customer's complaint.

    • Initial Complaint

      Date:03/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Razor nari ultimate dongal disconnecting and reconnecting problem

      Business Response

      Date: 04/03/2024

      Razer support has contacted the customer via case number *************. We ask the customer to respond via the given case number in order to fully resolve the customer's complaint.

    • Initial Complaint

      Date:03/28/2024

      Type:Product Issues
      Status:
      Answered
      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 Razer gift card in the amount of ****** I damaged the card while trying to scratch off area to expose code I contacted Razer they said said someone would contacted me within 3 business days no on has got back to me I just want a new card .

      Business Response

      Date: 04/01/2024

      The customer reached out regards to a over scratched giftcard, which Razer support has responded to accordingly through case #******-001432.

      Razer support has responded to customer through case #************* tentatively as we do not have much details of the used giftcard. We ask the customer to respond via the most updated case number provided to ensure complete resolution of the customer's complaint.

    • Initial Complaint

      Date:03/28/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Gave me a faulty product and took a week to get through customer support to get a replacement only for the replacement to take a week to show up Then the replacement had the same defect as the first one so i asked for a refund and they told me they couldnt becuase it had been 2 weeks since i bought it which means i could no longer get a refund even though they're the reason it took so long by only sending me one email a day It felt like they were talking a long time on purpose to make it so i wouldnt be able to get a refund

      Business Response

      Date: 03/28/2024

      Razer support has been in contact with the customer via case number *************. The customer's replacement is also on the way via RMA RZC-1708221. In the event that the customer would have any further concerns, we strongly suggest that the customer contact ********************** support via the case provided.

      Customer Answer

      Date: 03/29/2024


      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.

      I've gotten the new headphones while they are better they still have the beeping noise however I've had enough of this and know by now it can't be fixed and that it's impossible for a refund so I'll just sell the headphones and shop elsewhere 

      Regards,

      *************************

       


    • Initial Complaint

      Date:03/27/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello,I purchased a Razer mouse with the order# RZCAWP1000001375733 from Razer. The parcel was delivered but the mouse was not inside the box. I contacted Razer customer support to let them know and I was initially told a replacement would be sent after an investigation is completed. They never did and when I contacted them after a month, I was asked to make a police report, I did and gave it to them. Three weeks later they now told me to do a chargeback with my financial institution which makes no sense because it's past the deadline. I have exhausted all other options to resolve this issue. Attached is a screenshot of the empty parcel I received. I just want my money back since I did not receive the item.

      Business Response

      Date: 04/01/2024

      Razer support is still currently investigating the customer's concern. ********************** support would need more time in order to complete the investigation and provide the customer with a resolution. 

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Blade 17 for 3600$ from Razer in 2022. The battery on my laptop started bloating badly, damaging the case and causing my laptop to malfunction. I have contacted support and they have failed to assist me in repairs/replacement. They said it was a discontinued laptop. So what? I paid a lot of money for this machine to stop working in less than 5 years! I've been a customer of all their products for 20 years. I hope Razer can make this right.SERIAL NUMBER *************** PRODUCT NUMBER ******************

      Business Response

      Date: 03/28/2024

      Razer support did a thorough of the customer concern. The customer's unit was purchased last September 2021. The customer unit was covered with a 1 year limited warranty.Unfortunately, as of this writing, the customer's unit is already outside of the limited warranty period. For more information about the limited warranty, the customer may visit: *********************************************

      If the customer would want to have his unit repaired, the customer may contact our tech support team who can assist in having the customers unit repaired to which the customer would have to shoulder the costs of repair as the unit is no longer covered under warranty. 

    • Initial Complaint

      Date:03/20/2024

      Type:Product Issues
      Status:
      Answered
      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 razer basilisk pro v3 on 5/16/2023 on 2/7/2024 I started having issues with said mouse and emailed Razer as this item is still under warranty. I sent out my mouse to get it repaired by them. I sent it out and they received the defective mouse on 02/27/2024. I received updates and my mouse was sent back to me on 3/05/2024. But what I received when I opened the box on 03/08/2024 was actually a headset. Not my mouse. I emailed them and they requested picture and video evidence of said package and the headset that they had sent instead of my mouse. They sent over a label and told me to pack it back up and drop it off to ***** and that they would send me my mouse back. 3/11/2024 I dropped it off at *****. A week went by and nothing from Razer. I reached out and they said they didn't have it. I checked the tracking number and it was still in my home town. I reached out to ***** to see what was happening. Then reached out to Razer both on 03/19/2024. After many hours on the phone with ***** and chat with Razer. Razer is insisting that they will send out my replacement when they receive the headset I sent back, which is presumably lost and I am still dealing with ***** on. Razer said they would be reaching out to me within 24 hours to get this settled and as of our last chat they said that they would be the ones dealing with ***** as it wasn't my package to begin with. Razer even emailed me and asked when would be a good time for them to give me a call and discuss further. At this point they have my property and are refusing to give it back, it is very frustrating that they don't have anyone I can speak to and I have to wait so long in between emails for them to respond to me. Case #******-002020

      Business Response

      Date: 03/25/2024

      Razer support has reached out to the customer via case *************. With regard to the customer's issue, a replacement has already been process via RMA RZC-1704552 with ***** Tracking number 715407352952. We ask the customer to reach out via the associated case number to ensure full resolution of the customer's concern.

    Razer USA Ltd is NOT a BBB Accredited Business.

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