Complaints

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:04/02/2025

  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 ordered a Thermaltake case from ****** on March 12, 2025. I was delivered on March 16, 2025. Over the next 9 days, I mounted my motherboard, hard drives, and power supply. I also routed my cables and wires. After I powered the system on, the fan that came with the case started making a rattling sound. I noticed that the blades were not hitting anything. I also noticed that applying light pressure to the center of the blade assembly made the noise go away, but when I released it, the rattling came back. I contacted Thermaltake support, complained, and attached my invoice. The response I got was:Dear **** *****, Your RMA Request #T160539 has been denied. Your request may have been denied for the following reasons. - Outside of the warranty period.- Could not provide a copy of your sales receipt or invoice for verification.- The damages are not covered under the warranty policy. Please refer to Thermaltake Warranty Policy.- The product requested is from an open box, refurbished, or used condition. Please refer to Thermaltake Warranty Policy.I checked the warranty, and I do not know what was being referred to. The case was described as."Condition: Used - Like New Looks and functions as if it were new. Moderate packaging damage observed during inspection."The case and hardware were never used. I assumed that like new would include a warranty unless it was disclosed otherwise.I could have returned the case, but I had already spent time on the partial assembly. I would need to remove my parts and install them again. It seemed the most efficient way was to get a replacement fan under warranty.**** *****

  Business Response

  Date: 04/02/2025

  Hello BBB Team,

   

  No attachment necessary on Thermaltake USA's end, for this case we will refer to the original attachment by the complainant, file "Amazon.com-Order111-2506583-2156232.pdf". Thermaltake will also refer to the message sent to the complainant, outlying that their warranty replacement request has been denied due to the item being in "Used" condition. On the order details/proof of purchase they attached, the condition is listed as "Condition: Used - Like New". Labeled as used, and thus outside of the warranty coverage of Thermaltake USA.

  Please refer to the Warranty Policy for Thermaltake USA below.

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

  Their RMA request for replacement has been denied.

   

  Best ****************************************************** Supervisor

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23135576
  
  I am rejecting this response because:

   

  That response is unacceptable to me.
  
  I am sure that Thermaltake is not the only company to hide behind a warranty designed to take advantage of buyers who purchase products containing inferior quality parts.  That is not my point.  My arguments are as follows:
  
  1. ******'s description of 'open box, like new' is: The item is expected to be in like-new condition, meaning it should function perfectly and have no significant cosmetic damage.  What I received was never used (Amazon is required to call it used just because the box had been opened).
  
  2. You have, in some form, authorized ****** to handle your shipping and promotion.
  
  3. I never saw a copy of your warranty until after I had a problem.  You are so proud of your warranty, then why arent buyers provided a link to it on Amazon?  There are links to the user manual, so the Warranty link should also be there.  
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/14/2025

  Hello BBB Team,

   

  To directly respond to the complainant's concerns:
  

  1. ******'s description of 'open box, like new' is: The item is expected to be in like-new condition, meaning it should function perfectly and have no significant cosmetic damage.  What I received was never used (Amazon is required to call it used just because the box had been opened).

  > Amazon is at no obligation to test and confirm the functionality of the item. They go by what appears as "intact original packaging, with potential minor damage". Only "Renewed" and "Rental" items are inspected and tested to work to be in working condition.  Amazon themselves outright say this in their Marketplace Item Condition Guidelines, linked below. Their page also notifies customers that "New" is the condition with manufacturer's warranty, none of the other item conditions come with it:

  **************************************************************************************************************************************************************.

  
  2. You have, in some form, authorized ****** to handle your shipping and promotion.

  Thermaltake ************* only ever sells Completely New items in our marketplace channels. None used (in any shape or form), renewed, refurbished, or rental. Any items sold as such is at the discretion of the marketplace (in this case, Amazon) and applies 
  
  3. I never saw a copy of your warranty until after I had a problem.  You are so proud of your warranty, then why arent buyers provided a link to it on Amazon?  There are links to the user manual, so the Warranty link should also be there.  

  On the main Amazon page of the product you are inquiring, about halfway through the page lists the Warranty information and the link to an older (albeit nonetheless applicable) version of the warranty policy. Note the statement "used and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor".

  Item you are inquiring about: Core V21 CA-1D5-00S1WN-00

  Product Page ****************************************************************************************************************************************** & Support
  ********** Return Policy:You may return any new computer purchased from ********** that is "dead on arrival," arrives in damaged condition, or is still in unopened boxes, for a full refund within 30 days of purchase. ********** reserves the right to test "dead on arrival" returns and impose a customer fee equal to 15 percent of the product sales price if the customer misrepresents the condition of the product. Any returned computer that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering will result in the customer being charged a higher restocking fee based on the condition of the product. ********** will not accept returns of any desktop or notebook computer more than 30 days after you receive the shipment. New, used, and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor.
  
  For warranty information about this product, please click here [PDF ]

   

  If you have further inquiry, please feel free to let us know.

   

  Regards,

  Thermaltake Customer Support Supervisor
  

   

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23135576
  
  I am rejecting this response because:

  1.    ****** is at no obligation to test and confirm the functionality of the item.  I agree, but this has nothing to do with your warranty.
  2.    Are all Thermaltake items sold on ****** sold by private sellers?  If the answer is no, then that makes you the seller.
  3.    The warranty that you pointed out to me does not contain the statement "used and refurbished products purchased from Marketplace vendors are subject to the returns policy of the individual vendor".  The word used is not mentioned in the document either.
  
  At this point, I do not want a replacement fan.  I could not wait any longer, this was keeping from finishing my project.  What I am asking for now is a $20.00 reimbursement that I spent on a replacement.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/10/2025

  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.

  I purchased a ** for my sons birthday in ***********. When I recieved the item it was not working so for two days we could not figure out what the issue was . I found a local guy who came to look at the product and told me it was a defective ram I just paid all this money for a pc and had to pay someone to diagnose the item . I reached out to the company and they told me how to send the part back . I did just that I stayed in touch to ensure the product was received it was weeks later I still have not recieved the part its hard to get a hold of someone through phone and email and when I do Im give. The run arounds one person told me it was shipped and even provided me with a shipping number when I checked *** the label was created but not in *** custody . I spoke to someone and he says he sees the mistake and that it should be shipped that day I called the next day after checking *** still no progress I left messages and called emails still no reply .

  Business Response

  Date: 01/13/2025

  Hello BBB Team,

  The package was handed off to *** and the tracking # indicated it was delivered prior to us receiving this complaint.

  *** Tracking # 1ZE972270345606954

  Regards,

  RMA Department

  Thermaltake USA

   

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/07/2024

  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.

  We bought a Thermador cooktop and has been using it for 4 years. about a year ago, one of the burners broke. Thermador said that they usually keep spare parts for 10 years, but in this case the parts are no longer available. They offered us a small discount on a new stove. It seems very unreasonable for a consumer as I'd be basically paying for a new stove, plus I need to pay for installation.

  Business Response

  Date: 05/17/2024

  Hello BBB ************************************ is *THERMALTAKE*, the complainant is putting forward a complaint for "THERMADOR". Completely wrong company, completely wrong industry. 

  
  Please close this complaint as this does not involve us in any way, shape, or form.

   

  Regards,

  Customer Service Department

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

• Initial Complaint

  Date:11/02/2023

  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 purchased $562.31 of water cooling products directly from the Thermaltake website. Upon their arrival, I discovered that despite owning a Thermaltake case, the Thermaltake reservoirs did not fit the reservoir mounting locations. I contacted customer service and received a *** to return the items for a full refund, with the restocking fee waived. I paid to send the items back to the address that I was provided with the *** number clearly written on the outside of the box. That package was refused and returned to sender. I contacted customer service again to find out why the package was refused. I received a *** shipping label from the customer service agent and shipped the products back once again. The package was refused for a 2nd time. That package is scheduled for redelivery and I am awaiting what will likely be a 3rd refusal. I paid for the items on September 5, it is now October ****************************************************** a refund because the receiving department continues to refuse my return which ******* receiving a refund. This is all documented in email correspondence and tracking number screenshots that have been attached to this complaint.

  Business Response

  Date: 11/07/2023

  Hello BBB,

   

  On behalf of Thermaltake USA, we apologize for this situation and are working to rectify this ASAP. We have initiated the refund process for the customer and they should be receiving a full refund, including the previously not included shipping cost.

   

  The package was bounced around by **** and was officially concluded as lost. 

   

  Again, we apologize for the situation and have proceeded with a full refund as per the customer's request.

   

  Regards,

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

  Thermaltake USA

  Customer Service Supervisor

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************