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.

close

Find a Location

Razer USA Ltd has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd.

  3545 Las Vegas Blvd S Ste L27 Las Vegas, NV 89109-8978

• 

  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:09/28/2025

  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.

  Summary of Issue:I purchased a Razer Blade 15 with its official Razer power adapter. While in use, the adapter began emitting smoke and a strong burning odor, presenting a clear fire hazard. I immediately unplugged it. Afterward, my laptops charging port gave off a burning smell, making the entire device unsafe to use.Manufacturers Response:I promptly contacted Razer Support. After more than a month of back-and-forth, their final position was to offer:- A waived diagnostic fee - A 15% discount on out-of-warranty repairs This is unacceptable. The hazard originated from Razers official power adapter a product defect outside of my control. Shifting the cost of repair onto me is unfair and does not address the underlying safety risk.Why I Am Filing This Complaint:- Razers handling of the case has been slow and dismissive.- They refuse to take full responsibility for the safety issue.- I am left with a non-functional laptop through no fault of my own.Requested Resolution:I am seeking either:- A full repair or replacement of my laptop at no cost, or - A refund for the defective product

  Business Response

  Date: 10/01/2025

  Razer support has reviewed the customers concern, The customers unit in question is currently outside its limited warranty coverage. As part of our support, we have offered to replace the power adapter, which was identified as the source of the issue. Based on the photos provided, there are no visible signs of physical damage to the laptop that would support the claim of a broader hardware failure. Our assessment confirms that the issue was isolated to the adapter, and the replacement offer stands. These actions reflect our commitment to supporting the customer beyond the terms of the warranty. We believe weve been more than reasonable in resolving this matter. At this point, we are unable to offer a full replacement or refund for the laptop.

  Customer Answer

  Date: 10/02/2025

  While Razer is correct that my unit is out of warranty, this issue is not related to normal wear and tear nor something that should be dismissed as a simple warranty matter. This is a serious product safety hazard. Had I not been present when the adapter began smoking, this could have resulted in my home catching fire.

  
  Razer initially attempted to shift the blame onto me by suggesting I should purchase from an authorized retailer next time. I had to remind them that I purchased this laptop from Best Buy, an authorized reseller. Attempting to shift responsibility to the customer in this type of situation is unacceptable, especially when the concern is fire safety.

  
  Razer also pointed out that my photos showed no physical damage. That point is irrelevant and actually underscores my case: the laptop has been extremely well cared for, with no scratches or dents despite being six years old. Cosmetic condition has nothing to do with potential internal electrical or battery damage, which cannot be diagnosed from photos. In fact, the risk of internal battery swelling or motherboard damage is exactly why a proper inspection is necessary.

  
  Razers resolution offering free mailing and a 15% discount on out-of-warranty repairs is wholly inadequate. Their so-called assessment consisted only of looking at photos I provided over a month ago, followed by weeks of back-and-forth emails shifting tone and responsibility. This is not a genuine resolution to a fire hazard issue.

  
  Finally, based on widely documented consumer complaints online, many customers have reported sending their devices to ********************** only to experience months of delays and little communication. This pattern of poor handling makes me hesitant to trust their repair process.

  
  This is not about warranty coverage; it is about product safety and accountability. Razers unwillingness to fully address the severity of this incident is deeply disappointing and concerning.

  Business Response

  Date: 10/06/2025

  Razer support has reviewed the customer's concern. The customers unit is outside the scope of its limited warranty, and the issue has been assessed based on the materials provided. Our technical review determined that the concern was isolated to the power adapter, which we have offered to replace at no cost. There is no evidence of physical damage or internal failure to the laptop itself, and the photos submitted do not support claims of broader hardware malfunction. The cosmetic condition of the device is immaterial to the warranty status or the nature of the issue. We have extended support beyond the warranty terms by offering complimentary shipping and a 15% discount on any necessary out-of-warranty repairs. We do not find sufficient grounds to warrant a full replacement or refund of the laptop. Our resolution is final and reflects a reasonable and appropriate response to the matter.

  Customer Answer

  Date: 10/08/2025

  Razers response continues to ignore the central issue of my complaint. This is not about a standard warranty claim. This is about a dangerous safety hazard a Razer power adapter that began smoking and nearly caught fire.
  Razer claims their technical review determined the issue was isolated to the adapter. This is misleading. Razer has never physically inspected the laptop or the adapter. Their so-called review was based solely on a few photos I sent weeks ago. Any professional would understand that it is impossible to determine whether there is internal damage to a lithium-ion battery or motherboard from photographs alone. If the adapter failed in this way, there is a legitimate risk of voltage surge and internal damage, including fire risk if the device were used again.
  Razer also dismisses the cosmetic condition of the device as immaterial. On the contrary, the fact that the device is in near-perfect condition after six years shows I have taken exceptional care of it. Their earlier attempts to imply the incident was due to consumer misuse despite my having purchased it from Best Buy, an authorized retailer were inappropriate and concerning.
  Offering a replacement adapter and 15% off out-of-warranty repairs is not a reasonable resolution to a situation that could have resulted in serious property damage or personal injury. Whats more, Razers own reputation is well-documented online with numerous reports of similar incidents involving power adapters and battery swelling, making this issue appear to be part of a pattern, not an isolated case.
  I have spent over a month going back and forth with Razer, receiving shifting explanations, slow communication, and no accountability. Their response does not reflect the seriousness of this safety hazard.
  I am extremely disappointed in how Razer has handled this, especially compared to how other major tech companies address safety concerns.

• Initial Complaint

  Date:09/23/2025

  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 laptop with extended warranty from Razer and I stopped working a few days ago. The extended warranty ran out a few months ago, so now I'll have to pay to fix a product that cost 5k out of my pocket. To only past 3 years for that kind of money is very poor workmanship and even more for the customer service that didn't care and only told me I was out of warranty and good luck.

  Business Response

  Date: 09/25/2025

  Razer support has reviewed the customers concern and upon review of our records, the customer purchased the subject unit in May 2022 and concurrently elected to purchase an extended warranty, which effectively extended the standard warranty coverage through May 2025. As of the date of the reported issue, the warranty coverage period had lapsed, and the unit is no longer under warranty.
  Pursuant to the terms and conditions of the Limited Warranty, once the warranty period has expired, any repairs, replacements, or services rendered thereafter are subject to standard out-of-warranty service charges. The customer was duly informed of this policy upon inquiry, and our support team communicated that repair services would be billable given the expiration of coverage.
  While we empathize with the customers concern, the warranty terms were clearly defined at the time of purchase and adhered to throughout the coverage period. The expiration of the extended warranty in May 2025 marks the conclusion of our contractual obligation to provide complimentary repair services for the unit in question.

• Initial Complaint

  Date:09/16/2025

  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 Razer Blade 15 Advanced Model (serial number ****************. Recently, my official Razer power adapter failed. I reached out to Razer Support to purchase a replacement adapter.The support agent (********) was polite and professional. However, I was informed that Razer does not have official replacement power adapters available, nor do they have an estimated timeline for when they will be restocked.A proprietary power adapter is a critical component of this laptop. Without it, the laptop becomes completely unusable and essentially an overpriced paperweight. Not having such a vital part available and not even being able to provide a restock timeframe is unacceptable for a company selling premium laptops.Razers lack of after-purchase support places customers in an unfair position where they must either risk using unsafe third-party adapters or be left with a nonfunctional system. This is not reasonable care for a product that costs thousands of dollars.Desired Resolution:I am requesting that Razer immediately:Provide availability of an official replacement power adapter, or Provide a clear timeline of when official parts will be available, or Offer an acceptable alternative resolution (such as reimbursement or trade-in), since the product cannot be properly supported without critical components.I believe this situation demonstrates a failure by Razer to support its products responsibly after purchase, and I would not recommend Razer to others based on this experience.

  Business Response

  Date: 09/22/2025

  Razer support has reviewed the customer's concern and we have provided the customer with the necessary information via case number 250916-002682. A spare parts request has been created for customer via RMA ***********.

• Initial Complaint

  Date:09/15/2025

  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.

  A keyboard within warranty has a defective part. When attempting to file claim their response it was not covered since cosmetic i.e. dent, chip, scratch. Its definitely not cosmetic. You cant use keyboard correctly with only one stand up since it wobbles when attempting to use. Its broken due to defective part not scratched, dented or chipped.

  Business Response

  Date: 09/19/2025

  Razer support has reviewed the customer's concern and an RMA *********** has been created for the customer to address the customer's concern.

  Customer Answer

  Date: 09/19/2025

  Thanks for the response and assistance. I would like to hold off accepting response once remedy is complete since correspondence with company keeps trying to close out my request in 72 hours despite their response saying I have 17 days.  Additionally, since RMA says replacement (i.e. no testing required) requested replacement in advance to avoid 3 weeks (transit time to/from ****** and their advertised processing time) without use of keyboard for my son who uses daily for gaming. Once replacement received Ill ship old unit back.  Thank you for considering.  

  Business Response

  Date: 09/23/2025

  Razer support has already created an RMA for the customer to address his concerns. We are just waiting for the customer to send his unit back for replacement to be processed.

  Customer Answer

  Date: 09/29/2025

  they keep trying to close (at least 4 times) despite giving me 17 days to mail in which I did today.  

• Initial Complaint

  Date:09/12/2025

  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 have placed 3 orders for gift cards.The 1st, 9/10/2025, order # *********** was for a $10 gift card to test the system, and sent to my friends email. That card went thru perfectly.The 2nd, 9/11/2025, order # *********** was for $***. I somehow entered the wrong email and when I discovered the mistake, minutes after purchase, I contacted Razers customer service to inform them. They quickly stated that the problem was corrected and a replacement card sent to the correct email. That card never arrived and I have contacted customer service numerous times 3rd, order # *********** was for #*** and placed this morning 9/12/25. That card never arrived and after verifying that the purchase was deducted from my bank account, I contacted customer service again and was told the purchase was canceled but they would or could not give me a reason. I think it has something to do with my mentioning the BBB in conversations regarding the 2nd ************. I have used this method of sending gifts many times with the exception if making the purchase at stores. Razer has very recently gone to online only purchase and all cards were removed from the stores Thank you in advance for any help you can provide .

  Business Response

  Date: 09/15/2025

  Razer support is unable to validate the customer's concern based on the information provided. We ask the customer contact ************************************************************** in order for us to further assist the customer.

• Initial Complaint

  Date:09/11/2025

  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.

  Regarding my warranty claim (case 250903-001695) for Razer Huntsman V3 Pro keyboard (sn#Pm2434f96800911). They say they will reply in 72 hrs but has been a week with no response despite attempting follow up contact multiple times.

  Business Response

  Date: 09/15/2025

  Razer support is currently reviewing the customer's concern. As it stands, Upon further validation from our teams, it appears that the customer's case falls under warranty exclusions, and unfortunately, the warranty cannot be applied. This includes: Cosmetic damage, minor cosmetic abnormalities (including minor pixel abnormalities), and normal wear and tear, such as scratches, dents, and chips. The customer may continue to communicate via the provided case number to further discuss the customer's concern.

• Initial Complaint

  Date:09/09/2025

  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 bought the brand new Razer Blade 16 a few months back, and a few weeks and $4500 later, I was ecstatic...unfortunately that QUICKLY changed. The first issue, which many people have been having was the trackpad. I have no idea what the h*** is wrong with this thing but it acts like it randomly loses input when it's in use, the only way to actually use a mouse on this piece of **** is to use an external mouse, but, its a gaming laptop, who uses a trackpad, right? Right. So I moved on...Until...Yesterday. I go to turn on my laptop, only to be met with a powerless, black, screen. No, I don't mean that its backlit and its just blank, I mean ZERO power to the monitor. So the *** model troubleshooting kicks in, LAYER ONE LETS GO and since this is a hardware issue, I'm pretty sure I can stop there! Everything is connected, laptop is on shore power and after a few restarts I'm still being met with the same thing. S**** it, external monitor it is. Boom. Fires right up and works with the external monitor. I proceed with troubleshooting doing the following:So now I'm stumped, I call into razer support. NO JOKE THIS IS THE CONVERSATION Me: Explains EVERYTHING Listed above **** Okay **** I see your laptop is new, do you feel comfortable reseating the RAM?Me: Uhhh yeah...I do...but I'm not going to do that because I don't want you guys to void my warranty Rep(COMPLETELY IGNORES THE WARRANTY STATEMENT): okay *** let me see if we can put in a trouble ticket to have it ***aired.They proceed and tell me it can take up to 48 hours, fine, whatever I'll deal with it.I call back. THE NEW *** TELLS ME THAT IF I'VE OPENED IT THE WARRANTY IS NOW VOIDED. To which I responded, okay well I didn't open it. New *** states shes going to document everything.Razer mailed me a new laptop. UNFORTUNATELY They mailed me an incomplete laptop. My original had 2 2tb SSD's in it and this one only has one. Did you think I would not notice? This is insane.

  Business Response

  Date: 09/15/2025

  Razer support has reviewed the customer's concern and is currently preparing a white glove replacement for the customer to ensure that the correct replacement would be sent for replacement.

• Initial Complaint

  Date:08/31/2025

  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 have been buying Razer Laptops since 2017. I've purchased about 3 of them off the Razer Store and 2 off ******. The one that had the *** 1070 Ti, within 6 months, the battery swelled badly, & it's non-functional. Then I purchased one with an RTX 2080, and it had 0 issues. Then I bought one with an RTX 3080 ******* has constant boot issues, even after reformatting, and a couple of the independently lit keys got stuck to a single colour, ruining the *** experience. For icing on the cake, the USB-C that connects to my Thunderbolt Adapter I purchased from Razer for additional ports & to be able to use the USB-C as a display port for my Razer Raptor 27 165hz monitor. Which I can only use on the out-dated HDMI 2.0. This means I can only run at 60 fps max. ALL RAZER PRODUCTS should have HDMI 2.1 or 2.1b at this point. TVs and other laptops/computers/graphics cards have had this HDMI improved standard for over 5 years now. It's pathetic a top-end company like Razer, can't use a HDMI 2.1 or 2.1b port for higher fps. Now I am considering buying the New Razer 16 (2025) with a *** AI 370 & RTX 5090. The thing is, I've heard from many people who review Razer products for a living, that there's huge issues with the track-pad failing within the first few months, and getting refused a replacement product - even with the mega expensive 3 year additional warranty. Apparently there have also been issues with the graphics cards failing within a couple months on these laptops. I don't want to buy another super expensive Razer product for total c*** customer support (which you guys still haven't fixed, despite years and years of complaints). If I order a new Razer 16 (2025) *** AI 370 with an RTX 3090, will I have track-pad issues, & any other problems people had when this line was released in April 2025? I don't want to buy a defective new product. It's way too much money to be spending for something to break right away, then go through terrible Razer "Support". Has this been fixed?

  Business Response

  Date: 09/02/2025

  Thank you for sharing your experienceit's completely understandable to be cautious after facing repeated issues. While recent models have addressed some past concerns, I recommend confirming hardware specs and warranty terms carefully before purchasing to ensure peace of mind. You may contact our support pages directly to gather more information or visit our website at **************************.

  Customer Answer

  Date: 09/05/2025

  
  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. Please fix all related issues concerning the breaking track-pads, and other common issues people have made abundantly clear all over the internet, so that I can feel safe and reassured I'm getting a good value from purchasing a nearly $7000 CAD Razer 16 (2025) model, as it's the upgrade I've been waiting for.

  Regards,
  
  ***** ***********
  
   

  
  

• Initial Complaint

  Date:08/31/2025

  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.

  On April 9, 2025, I purchased two $50 Razer Gold prepaid cards (total $100) from ****** in ********, **********. When I attempted to redeem them on *****************************, both PINs were already shown as redeemed within hours of purchase before I ever had the chance to use them.I immediately filed a case with Razer Support (Case #******-001998) and provided full proof of purchase:Original Target receipt Front and back images of both cards with PINs visible Razer Support acknowledged that the PINs had been redeemed but has not resolved my case. I have been left with a $100 loss despite following all proper steps as a legitimate buyer. This is clearly a case of fraudulent redemption, and Razer is the only party capable of reissuing replacement codes or crediting my Razer Gold account.Resolution requested: I am demanding either (1) new replacement Razer Gold codes totaling $100, or (2) a direct $100 credit to my Razer Gold account.This situation has caused financial loss and unnecessary frustration. I expect prompt action to resolve this matter.

  Business Response

  Date: 09/02/2025

  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:08/30/2025

  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 Leviathan V2 speaker from Best Buy on April 23, 2025. After 4 months the speaker stopped turning on even though the firmware was updated. I tried plugging it in to several devices and it would not work. I contacted Razer warranty services and they instructed that if I sent in the defective speaker they would send me a new one. Razer sent me a prepaid shipping label but I had to use about $20 of my own money to purchase shipping supplies to send back the broken one. I received the new speaker a few weeks later and right out of the box the new one would not turn on. Once again I contacted warranty support and they instructed me to send back the replacement speaker to receive a new replacement. I felt that this was ridiculous as I just went through this a few weeks prior. After the first replacement device being defective I should get a refund of some sort. I am not going to waste my time and money purchasing shipping supplies to send back the second defective speaker when the new replacement will likely be equally defective.

  Business Response

  Date: 09/03/2025

  Razer support has reviewed the customer's concern and we regret to inform that a refund cannot be issued as the unit was purchased through a third-party retailer and is outside the eligible return period. However, as the product remains within its limited warranty coverage, we are prepared to offer a replacement following standard troubleshooting procedures; we kindly request that the customer contact our technical support team to initiate assessment and resolution.

  Customer Answer

  Date: 09/09/2025

  I am not paying for more shipping supplies to send back the broken speaker that you sent me.  I understand that you cannot refund my credit card because I purchased the speaker elsewhere.  At the very least, perhaps you could send me a gift card for the cost of the speaker that I can use to purchase another product from your site that will hopefully be more reliable.  If not, then I will just leave this complaint here as a warning to anyone else who may consider buying one of your speakers.

  Business Response

  Date: 09/15/2025

  The customer does not need to purchase shipping supplies to ship the unit back to Razer for replacement. The customer may use the original packaging to which it was sent with. A prepaid label will also be provided to customer for warranty replacement.

  Customer Answer

  Date: 09/20/2025

  I was expecting that the new speaker be would be a functioning speaker so the box that it came in was thrown out with the recycling before I had a chance to try the new speaker.