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

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

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:07/15/2025

  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.

  Complaint Against: Razer Inc.Order Date: June 25, 2025 Delivery Date: June 30, 2025 Nature of Complaint: Wrong item sent, no refund or resolution provided ?Description of Problem:On June 25, 2025, I placed an order through Razers official website for a Razer Blade laptop, a high-value item intended for essential work use. The package was delivered on June 30, 2025 but to my shock, the box contained the wrong item entirely. It was not a Razer Blade laptop, and instead was an unrelated product that I never ordered.I immediately contacted Razers support team and began what has now become an incredibly frustrating, drawn-out process. Despite providing detailed information, photos, tracking numbers, and speaking with ****** Razer has continued to delay any resolution. ***** has confirmed that the original laptop was shipped to an incorrect address, which was not my fault and is entirely on Razer or their logistics partner.Over the course of more than two weeks, Razer has asked for redundant documentation multiple times (such as videos and box photos), even though I already provided these. Ive sent several emails explaining that this delay is not only unacceptable but has impacted my job, as I had to purchase another laptop out-of-pocket just to continue ********** of today July 15, 2025 I still have no refund, no replacement, and no resolution. The communication from Razer has been slow, unhelpful, and dismissive of how serious this issue is. Ive exhausted every effort to resolve this directly with the company, and *** made it very clear Im willing to return the incorrect item yet Ive received no meaningful action in return.?Desired Resolution:I am requesting a full refund for the item I never received. The original order was placed on June 25, 2025, and the incorrect item was delivered on June 30, 2025. Ive waited more than enough time and given Razer every opportunity to resolve this amicably.

  Business Response

  Date: 07/21/2025

  Razer support is still currently actively investigating the customer's concern. We have just forwarded the current findings based on the initial investigation to be in line with the customer's desired resolution. We are currently awaiting feedback and we will be communicating with the customer via the case number provided 250702-000198 on the outcome of the investigation and the resolution. 

• Initial Complaint

  Date:07/05/2025

  Type:Order 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 50$ razor gold card that was missing number on the redemption pin. I contacted customer services who assured me this issue would be resolved in 3-5 days 15 days later after not getting any response and after send multiple emails requesting what's going on I received an email telling me the card had been redeemed 8 days after I submitted my customer service request.

  Business Response

  Date: 07/09/2025

  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:06/14/2025

  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.

  Hi There,I live in ******. In April 2025, I contacted Razer support through your official website regarding a warranty issue (Case No. 250404-000225). My Cobra Pro mouse had a broken sensor, and the customer service representative refused to help me resolve the ******** a long-time fan of Razer and a gamer. *** purchased many Razer products over the years, including keyboards, wired mice, speakers, gaming chairs, and headsets. I trusted Razers product quality and ********** October 2023, shortly after the Cobra Pro was released, I traveled to *****. Before purchasing the mouse, I specifically contacted Razer USA support to ask: if I buy the Cobra Pro in ***** and bring it back to *************, will the warranty still be valid? The support agent confirmed yes and I have a screenshot of this conversation.Based on this answer, I bought the mouse from Razer China and was very happy with it. However, in April this year, the mouse developed a serious issue: while playing FPS games, the cursor would randomly jump or rotate 90 or 180, making it unusable. I contacted Razer USA again and submitted all required proof the purchase receipt, proof of malfunction, and the earlier customer service conversation confirming warranty ************** my surprise, Razer USA replied that the mouse was not eligible for warranty because it was bought in *****. This directly contradicts the promise I was given before the *********** a loyal Razer customer for years, I feel deeply disappointed. I had done everything right I asked your official support team before buying, and I was told Id be covered in *************. If I had been told otherwise, I would never have purchased the mouse ********* filing this complaint in hopes of receiving a fair and reasonable resolution.Thanks

  Business Response

  Date: 06/19/2025

  Razer support and has been able to contact the customer and is currently working with the customer to resolve the customer's concern. Case number  250617-000023 has been created to address the customer's concern and we ask that the customer continue to communicate via the provided case number in order to resolve the customer's concern and receive timely communication.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Business Name: Razer USA Ltd Product: Razer Hammerhead Pro HyperSpeed Wireless Earbuds Support Case Number: ******-001358 *** Number: RZC-******* Initial Contact: April 19, 2025 Complaint: On April 19, 2025, I contacted Razer Support about a battery issue with my Razer Hammerhead Pro HyperSpeed earbuds, where the left earbud drains rapidly, rendering it unusable. The product, purchased months prior, was used gently with no damage or misuse, and is covered under warranty.Razer assigned Case #******-001358. On April 21, I provided requested details: the earbuds initially worked, the issue developed later, my system was updated, and there was no damage. I followed their troubleshooting steps and provided my country (***). On April 22, Razer confirmed the defect and promised an *** within 3 days. On April 23, they issued *** #RZC-******* with a shipping label. I complied with the *** process.On May 9, Razer offered lower-quality replacements, which I rejected, requesting an identical unit or a Razer BlackWidow V4 Pro keyboard. They refused. On May 14, Razer offered a refund, which I accepted on May 15. On May 16, they sent a link for banking information, expiring May 23. On May 17, I noted the process was complex and Id be unavailable until after May 24.Around May 26, I submitted banking information. On June 11, 2025, Razer stated the refund wasnt processed and requested I resubmit a new form and wait another 3 weeks, 2 weeks after my initial submission. As of June 11, Razer has not issued the refund or provided a replacement, despite my cooperation. Their delays and redundant requests have caused significant frustration.Resolution Requested: I request Razer: Issue the full refund via ACH or original payment method immediately, or Provide an identical replacement earbuds, or Provide a Razer BlackWidow V4 Pro keyboard as compensation.

  Business Response

  Date: 06/12/2025

  Razer support is currently processing the customer's request. In order to fully process the customer's request, we ask that the customer fill out the appropriate form and choose ACH as the option. We are unable to process the request to use the original payment method as the customer's unit was not purchased directly from Razer but through a retailer. We ask the customer to continue to communicate via the provided Case # ******-001358 in order to fully resolve the customer's concern.

  Customer Answer

  Date: 06/13/2025

  I have already submitted them a form, the only reason at this point they are making me do another form is to delay another 3 weeks, will they make it a priority and give my refund right away? Why didn`t they tell me to select ACH in the first form and waited 3 weeks before they do that? How much longer will they make me wait I am seriously sick of this and I am a busy person I cannot keep getting all of my bank information just for them and fill out a huge form all the time they want me to get a refund! There are way easier ways to fix this problem, you have 0 concern about my time and energy I keep putting into this, do better!

  Business Response

  Date: 06/16/2025

  We acknowledge receipt of your correspondence and regret any inconvenience occasioned by the refund process. Please be advised that your concerns regarding the repeated submission of forms and the delayed instruction to select ACH have been duly noted. We understand the undue burden this may have placed on your time and resources. Accordingly, we intend to expedite resolution and ensure that your refund is processed without further delay once the updated form has been furnished. We appreciate your patience and assure you that your feedback is being taken seriously.

  Customer Answer

  Date: 06/17/2025

  I have already submitted form and yet I still wait its been several days and I was told another 18 days which is ridiculous in 2025 to send the amount of the refund. You could Zelle me the money already within hours if that was your intention and the problem your system have should not be my issue yet here we are after over almost two months I dont have the replacement nor I have the refund well done. All these could have been avoided if you were to just provide me the replacement product I requested but you are all greedy and cannot do that.

• Initial Complaint

  Date:06/01/2025

  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 purchased a Razer Blade 16 (2025) gaming laptop with an RTX 5090 GPU directly from Razer for $4,546.49 on February 26, 2025. Within weeks of use, the device began crashing upon login. After attempting basic repairs and system restore options, I performed a full rebuild using Razer's official recovery image. I also updated the **** and V**** using Razer's provided tools.Post-rebuild, the system only operates in iGPU (integrated *** GPU) mode. When switched to dGPU-only ******* RTX 5090), the laptop becomes completely unstable and crashes. The dGPU is not recognized in Windows or applications. I thoroughly documented my findings and submitted a full support case to Razer, but they have not provided any resolution or RMA, despite all evidence indicating a hardware defect.I have attempted all recommended steps, including safe mode troubleshooting, recovery image rebuild, firmware updates, and hardware isolation via ****. I have requested escalation and resolution multiple times, but support has failed to address the core issue or replace the unit.This product is defective and non-functional for its intended use, and support has not fulfilled its warranty or service obligations.If this cannot be resolved quickly, I will continue with the chargeback process already initiated through my bank.

  Business Response

  Date: 06/02/2025

  Razer support has provided the customer with a return label via email. Customer may use RMA number ******************** for reference. Razer support will also send the customer the return label via email. We ask that the customer continue to communicate via case Case # ******-000470.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response.

  
  This issue began just over a week ago when my Razer Blade 16 (RTX 5090) purchased for $4,546.49 experienced a critical hardware failure. I performed extensive troubleshooting, including a full system rebuild using Razer's recovery tools, BIOS/VBIOS updates, and GPU isolation in BIOS. Despite providing detailed documentation and asking for resolution in good faith, Razer Support repeatedly failed to escalate or take responsibility for the issue.

  
  Over the course of that week, I was handed off to eight different agents, none of whom moved the case forward until I filed a BBB complaint and initiated a chargeback.
  I'm moving forward with the *** not because I want a replacement but because I want to be done with Razer. I expect a full refund of $4,546.49, not a $4,200 refund or any other adjusted figure. The value of my time, the lack of good faith cooperation, and the excessive delays in resolving what is clearly a hardware defect warrant full reimbursement.
  This BBB case should remain open until the refund is complete and verified.

  Business Response

  Date: 06/06/2025

  Razer support has already reviewed the customer's concern. Based on our investigation, the customer has already processed the return via RMA RMNRZ000000000042691. Once our warehouse receives and confirms the receipt of the product, we will then proceed to refund the customer with the total amount based on the customer's invoice amount. For more information, the customer may visit" ***************************************************************************************************************************

  Customer Answer

  Date: 06/10/2025

  
  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.
  
  Regards,
  
  ***** Rhin *********
  
   
  

• Initial Complaint

  Date:05/30/2025

  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.

  Hi! I'm not seeking any compensation or reimbursement simply because it's my fault for losing my proof of purchase - unfortunately, I simply didn't expect a product costing over a hundred dollars and marketed as "for the pro" with "cutting-edge upgrades" would become unusable less than two years into its lifespan. I'm just here to leave a public complaint for the Razer Deathadder V3 Pro, with S/N PM2220H27603239. The HyperSpeed wireless dongle dies I have tried numerous ports and combinations of connecting it to different laptops. Sometimes it regains connectivity and works for a few minutes, but most of the time it's now dead and completely fails to connect to any computer. The mouse itself ostensibly seems functional as the light continues to blink, and it definitely is charged if that's what they want to blame. That is all! Thank you!

  Business Response

  Date: 06/02/2025

  Razer support is already in contact with the customer via case number Case # *************. We are currently verifying all information as per our limited warranty policy. We ask that the customer continue to communicate via the provided case number to receive timely communication and resolution.

• Initial Complaint

  Date:05/24/2025

  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 Blackshark V2 headset from Best Buy online for the price of $107.99. The product is still under warranty which has been verified by Razer. This product quit and stopped working (cannot power on or do anything with it). I explained to them that I tried different computers, cords, charging blocks etc and did all the necessary troubleshooting. This is all recorded in online chats with them. I provided multiple forms of receipts and explained the issues on 4 separate occasions. Once again, they verified and confirmed all this to be true. The product is indeed covered under warranty! All this being said, they are incredibly hard to get ahold of anyone. The website and warranty claim process is deliberately designed to drive you insane and is designed in a circular fashion making it near impossible to reach an agent. After battling through this I provided the explanations and proof of purchase stated above. The said they would email me a new process with a different team to fulfill the replacement request. They never emailed so I went back to their hard to log in portal. They satted i provided the wrong email which i did not and had to start the process over and do it all again. Then an email came providing a broken link apparently not belonging to my account and I had to start the process yet again. This occurred multiple times, they kept providing broken replacement links and going in a circle. I believe this is a frustration tactic because they DO NOT want to honor their own warranty and want people to give up. This SHOULD be a simple process: I provide proof of purchase and serial number, explanation of the defect. They provide return shipping label and upon receiving defective item, they send a replacement. LIKE EVERY OTHER COMPANY! I have loved Razer products for 15 years and I cannot in good faith ever recommend them to any friends or co-workers again. Its a shame when a respected company acts so shady and dishonest. *****!

  Business Response

  Date: 05/27/2025

  Razer support has already started processing the customer's replacement via RMA number:  RZC-2085583. We ask that the customer complete the ************ RMA process in order to proceed with the replacement. We have sent the instructions to the customer via case number *************. We ask that the customer continue to communicate via the provided case number in order to receive timely communication and resolution for the customer's concern.

  Customer Answer

  Date: 05/30/2025

  As I said in my original complaint, these *** requests they email me continue to have broken links that do not work. They say this link does not belong to the account. I only have one account. I'm logged in. I have tried it on my PC as well as my phone. They are lying. This is not an avenue I am able to proceed with. As I discussed, their process is convoluted and intentionally made difficult. 

  As of today, I have followed their instructions 5 times and it is not made possible. I am met with automated responses or never the correct department. It's always a different department handling the process from here. 

  At the end of the day they have not stood by their warranty. After all this time I decided to purchase another headset from a different company seeing how they refused to send me one after speaking to several representatives. This company is garbage and they are flat out lying.

  Business Response

  Date: 06/02/2025

  A new case has been created to process the customer's replacement. Case number ************* and RMA RZC-2088981 for the replacement. We ask that the customer complete the self service portion of the *** to proceed with the replacement.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this and keeping this case open until they have fulfilled their end of the warranty bargain. 

  At this moment in time I have sent them the broken headset and awaiting to see if they actually send a replacement. I have nothing to show for my efforts as of yet. 

  Currently I have several hours into this ordeal. Far more than should be required. It would take an extra step or effort on their part to ever sway my opinion that this is an honest, upstanding company with integrity. 

• Initial Complaint

  Date:05/22/2025

  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 purchased a Hello Kitty and Friends Razer Deathhadder mouse in October 22, 2023 for limited home use. May 15, 2025 the scroll wheel stopped functioning. I never dropped my mouse or damaged it in any way. I reported the issue to Razer and sent them a video confirming the mouse scroll wheel stopped working. The mouse is still currently under their 2 year manufacturers warranty. Razer responded that the damage was customer induced. They never physically inspected the mouse and they could not explain to me why they determined the issue was customer induced. What support/proof did they have to make that decision? I sent Razer a follow up email requesting an explanation in which they responded with the same thing that the damage was customer induced but yet again failed to explain how that determination was made. Also the response they sent is their computer screen print out that the representative copy and pasted into an email is very tiny and difficult to read, even if you zoom in. I believe this is a tactic they are using to delay/slow down the customer from responding to their decision. To remedy the issue of my defective mouse, I want Razer to send me a replacement. Thank you

  Business Response

  Date: 05/26/2025

  Razer support has been contact with the customer via case number  *************. ********************** support is currently working on processing a replacement for the customer. We ask that the customer continue to communicate via the provided case number for timely communicated and resolution.

  Customer Answer

  Date: 05/29/2025

  
  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.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 not received the quality care I have paid for in my warranty and the laptop I purchased for school in Summer 2024 is unreliable, making it a waste of metal sitting in my home instead of a utility device. I cannot rely on the ***air or customer service departments as both have failed to deliver and track crucial info related to my device while also displaying dishonest tactics. ~early April - constant BSOD and crashing so I send my computer in for a ***air and received it back, only for it to have the same exact issues within an hour of relaunching. I was forced to send in my laptop for a ***air again instead of having my refund request taken seriously. 4/24 - ***aired laptop was delivered to my home a 2nd time. I did not open the computer upon receiving it, rather I waited until May 5 because I unfortunately had to deal with all of this during my finals period of architecture grad school. 5/5 - Windows was not activated after opening freshly ***aired laptop. In this convo the *** could not find proof of my laptop being shipped back to me and also promises a response regarding a refund within 48 hours.5/8 - over 48 hours later with no response I demand a ***ly and once again mention a refund. 12 hours later mysteriously after my follow-up and demanding a refund I get an email from Razer that my device is on the way. The one in my possession? I also receive an email asking me to send proof that Windows isnt activated on my laptop, days after bringing this issue to their attention and after theyve already offered ***air for the activation issue (aka where is my shipping label).5/16 the next time I open my laptop after receiving this email, Windows is not activated, and then a minute later it is!I communicated my suspicion re: the timing of these events and my intent to get a refund to Razer after the fact to which they agreed to escalate my case and ***ly within 48 hours. I am still being left hanging.

  Business Response

  Date: 05/26/2025

  Razer support has already reviewed the customer's concern. After a thorough investigation, the customer's unit has been approved for a replacement. Since the customer's unit is beyond the 14 day return period, we are unable to issue a refund. We ask that the customer contact via the provided case number 250414-001994 to proceed with the replacement.

  Customer Answer

  Date: 05/27/2025

  A replacement does not address the fundamentally dysfunctional quality of this particular model of the laptop. Razer has not provided next steps or solutions if my replacement device were to stop working as well — they have merely referred me to a warranty page. After my warranty expires and the computer breaks again, I will be stuck with the model and stuck repairing it out of my own pocket without any guarantee that said repair will actually work. I am requesting a refund as to sever any future ties to and reliance on this company, I am entitled to such as the computer being sold is a lemon. I would rather have a refund, but I will gladly bring this to a larger case where the widespread malfunctioning of Razer Blade 14 laptop is investigated more thoroughly by a federal body (aka a class action suit and FTC complaints).

  Business Response

  Date: 05/29/2025

  Razer support has reviewed the customer's case and according to the terms of the limited warranty, the remedy provided for eligible claims is a replacement of the defective item, rather than a refund.  A replacement unit will be issued to the customer at no cost. This ensures the customer receive a fully functional product, in line with the warranty coverage. Razer support has also offered a White Glove treatment for the customer's replacement unit to ensure that is fully functioning prior to being sent to the customer.

  Customer Answer

  Date: 05/30/2025

  I DO NOT HAVE LIMITED WARRANTY. I HAVE ELITE WARRANTY. THE ELITE WARRANTY PLAN DOES ALLOW FOR REFUNDS. I have mentioned this several times and went out of my way to purchase a better plan of care, just to be treated like I don’t have said care plan.  The fact that this business keeps misrepresenting the warranty I have in order to avoid responsibility is so disgusting. 

• Initial Complaint

  Date:05/13/2025

  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.

  We purchased a Razer laptop (Blade 15-CH7 15.6) on Nov 4, 2022 for $1999.99 + tax and also purchased a 3 year Razer care plan for the laptop at the same time for $369.99. A couple months ago at the end of March, 2025 the screen on the laptop stopped working and even plugging the laptop into a monitor we could not view anything. We contacted Razer support to file a claim and sent the laptop in to be serviced. We received an email on April 4th, 2025, that Razer had received our laptop and they would notify us when it would be fixed and sent back to us (up to 5 days). After a week and a half, I called the support claim number and was told to call back in a few days. It has now been almost 6 weeks and every time we call, we are told the exact same thing, that they are waiting on an answer from Razer and it has been escalated and to call back in a few more days. This has been going on for over a month and no one can give us any answers, *** to resolve, etc. Now we no longer have a laptop that we paid over $2,000 for, no refund, not ETA, no answers, etc. It is unacceptable that after this long we have no idea what is going on. The care plan we purchased says if they cannot repair a product that they will refund the customer for the amount paid for the product. We want a complete refund for what we paid, or we want a working laptop back.

  Business Response

  Date: 05/26/2025

  At this time, Razer support is in the process of facilitating a cash settlement claim for the unit, in accordance with the terms of the Razer Care plan purchased. This process is currently underway, and we are committed to ensuring the customer receives a fair and timely resolution.

  Customer Answer

  Date: 05/31/2025

  We do not accept this response from Razer as this is still unresolved.  On May 29th we received a voicemail from Razer's extended warranty company stating that the screen that is not working would be ordered from ***** and it would take a few weeks (with no exact ETA).  We call the protection plan company back today to confirm these details and the person we spoke to had no information or knowledge about the screen replacement, we were told the only information they had was "an alternative solution" is in progress with no exact details of what the solution would be or an ETA.

  At this time, it is still unresolved with what Razer will do and when we will have a fixed laptop or reimbursement based on the protection plan that we paid for.  We still are getting no information or different information every time we speak to someone, so we have no confidence that Razer is working to fix or resolve this issue.  We communicated to the support person we spoke to today if we do not have resolution by the end of next week (over two months since Razer received the laptop), we would move to take legal action.

  Business Response

  Date: 06/02/2025

  At this time, Razer support is in the process of facilitating a cash settlement claim for the unit, in accordance with the terms of the Razer Care plan purchased. This process is currently underway, and we are committed to ensuring the customer receives a fair and timely resolution. For more updates, the customer may contact the ********************** Care Protection team via phone number ************.