Complaints

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

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  Razer USA Ltd

  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

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

• 

  Razer USA Ltd

  865 Market St Ste 136 #136 San Francisco, CA 94103

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:09/16/2025

  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:09/12/2025

  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.

• Initial Complaint

  Date:08/29/2025

  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.

  On March 7, 2025several items were ordered and purchased online from Razer in ****************, incluiding a Razer Freyja valued at $299.99. This item arrived directly to the provided adress in *********** After two nmonths of minimal use, this item stopped working. We contacted the suplier Razer by email on July 27 2025 to honor the one-year warranty, and when shipping the product they entered the adress incorrectly. When i confronted them and told them of their mistake, i send them the correct adress again, even though they had it. Razer wrote informing us that they would not ship the product to *********** and that they need an adress in ***************** to ship it there. I dont have anyone in the alternatives regions they suply to us, so i wrote them informing, and their response in all subsequent emails was that they couldnt do anything. They didnt even agree to send a return label. The error in the adress was theirs, and they are responsible. In a final email sent by them on August 28 2025 they inform us that if we dont comply with their requests, they will close the case whithin 72 hours. I dont want to loose my money.

  Business Response

  Date: 09/02/2025

  Razer support has reviewed the customer's concern, We have opened a new case to address the customer replacement. A new replacement has been processed via RMA RZC-2161564. We ask the customer continue to communicate via case number 250901-002890 in order to receive timely communications with regard to the customer's concern.

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

• Initial Complaint

  Date:08/20/2025

  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.

  Subject: Complaint Regarding Mishandled Gift Card Request for Resolution To Whom It May Concern,I am writing to file a formal complaint regarding my recent experience with a Razer Gold gift card purchased through Gold.Razer.com.After scratching off the security panel on the back of the card, the code was incomplete and not fully legible. Because of this, it was impossible for me to redeem or cash out the gift card. I contacted your support team to explain the issue and request assistance. Instead of helping me recover or validate the codeor issuing a refundthey incorrectly claimed that I had already cashed out the card.This assertion is false. It is not possible for me to have redeemed the card without the complete and readable code. By refusing to investigate or provide a resolution, I have been left with a defective product that I cannot use.I am requesting the following:A full refund of the cards value, OR A replacement card of equal value, OR A manual verification of the original cards code so I can use the funds I paid for.If this matter is not resolved promptly, I will have no choice but to escalate the issue further, including filing a consumer protection complaint and disputing the charge with my bank.I hope Razer will take responsibility for this situation and resolve it fairly.Sincerely,***** ****** Ref# *********** 8/8/25

  Business Response

  Date: 08/26/2025

  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:08/16/2025

  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.

  Originally contacted customer support on 8/3/25 where I supplied proof of purchase and video evidence for a Razer mouse under warranty which had a defect. Razer wanted me to ship the mouse, wait until they received the mouse in which then they would ship a new one. As I live on an island I mentioned I couldnt do this because I wouldnt have a mouse for our house computer (no store here sells mice). They then offered the option for me to pay full price for another mouse and would issue return once my mouse was received (an option I was not comfortable with). A week later a supervisor offered to expedite the shipping of the replacement mouse as soon as they got a receipt from *** which I agreed to. This past Monday the 11th I dropped the mouse off at *** at 830 am and sent the proof to Razer. I did not get a response from Razer until Wednesday the 13th in which they gave me tracking information which showed an arrival date of Tuesday the 19th (which there could be delays and it could be longer). I contacted customer service yet again explaining my situation and all I was getting were apologies as they shipped it standard. I was then told I would get a phone call at 11am today and it is now 11:50 and still no one has called. I am losing income because I am unable to use my computer due to their mistake. The simple option would have just been to ship a replacement but they were unwilling to do so. It has been 2 weeks of back and forth from customer service with nothing getting accomplished and just wasting my time and costing me income. I asked Razer to ship a mouse expedited yesterday but they said it was already shipped so theres nothing they can do. I am looking for compensation for this entire situation (credit for a new mouse and or sent a new mouse so Ill never have to deal with this again) and also want their customer service to be reported.

  Business Response

  Date: 08/21/2025

  Razer support has reviewed the customer's concern and accordance with our warranty policy, a return of the defective unit was processed. A replacement unit was subsequently processed under case number RZC-2146053 and shipped to the customer's address. Delivery was confirmed on August 20, 2025. As a gesture of goodwill, we have extended a 15% discount coupon for use on the next purchase. We trust this resolution reflects our commitment to customer satisfaction and to honoring our warranty obligations.

  Customer Answer

  Date: 08/22/2025

  I was unable to use my computer for an entire week as it took a whole week for the mouse to be delivered which resulted in lost income (more than the $15-20 discount that I am being offered). The same one that was supposed to be shipped the same day I dropped off the mouse to *** on a Monday (wasnt shipped until Wednesday). The same one that was supposed to be shipped expedited/overnight (was shipped standard), hence it took a week to arrive. The correct action should have been to expedite a mouse the moment the error was addressed to Razers attention. Instead I had to go back and forth with Razer support (which would usually take over a day to respond). The VIP response team repeatedly wasted my time saying I was scheduled a call at a specific time in which I would wait over a hour to get that call thus ruining my weekend plans. With the complete miscommunication, lack of follow through and loss of income, Id expect a better offer than what was offered. 

  Business Response

  Date: 08/26/2025

  While we regret the inconvenience you encountered, wed like to clarify that all actions taken were in line with our standard procedures and timelines. Nonetheless, your feedback has been shared with the relevant teams to help us identify areas for improvement and ensure smoother experiences moving forward. As a gesture of goodwill, we are standing by the current offer of a 15% discount on your next purchase. We hope this reflects our appreciation for your continued support.

  Customer Answer

  Date: 08/28/2025

  I would really not like to get attorneys involved but will if I have to. I have phone logs from your "VIP" response to team saying that the mouse would be expedited of which it wasnt and was also not even sent when it was supposed to be. As mentioned I lost income as a result of Razer's mistake and the fact that youre ok with that is very disgusting. As you mention this falls under your "standard", however thats the reason I waited over a week to be escalated to your "VIP" response team who made a deal which was exceeding your "standard" of which I took. I said yes to that deal, not your standard. The billion dollar company that is currently under scrutiny for making incredibly poor quality laptops can do better.