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

  160 North Gulph Road Suite 2181 B Kng of Prussa, PA 19406

• 

  Razer USA Ltd

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

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

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:03/28/2024

  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.

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

  Business Response

  Date: 03/28/2024

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

  Customer Answer

  Date: 03/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

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

  
  

• Initial Complaint

  Date:03/27/2024

  Type: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.

  Razer had promised me an upgraded laptop over the phone and then changed their minds to just a 1:1 replacement and then argued that my RMA was never promised for an upgrade which is crazy. Been over a month and I still dont have a laptop. Mine or otherwise

  Business Response

  Date: 03/28/2024

  Razer support has reviewed the customer's complaint and after a thorough investigation, Razer support did not commit to the customer that an upgrade or replacement was to be made. However, Razer support ensured that the customer's unit would be repaired and returned to the customer once done. Furthermore, this was also discussed with the customer to which the customer sent his confirmation to have the repaired unit shipped back to him. The customer may continue to track his repaired unit via RMA RZC-1701553.

  Customer Answer

  Date: 04/16/2024

  The case has gotten worse. It is now April 16th and I still do not have a machine. I was shipped mine back to me after a botched repair job, and then I promptly sent it back to them to fix it. I sent it over two weeks ago and now its been A month and a half with razer support alone. The issues started late february so if you count the time without a functional machine, its two months. Ridiculous.

  Business Response

  Date: 04/17/2024

  Razer support has been in contact with the customer via RMA number ***********. As of this writing, Razer support is currently working internally for the best possible solution for the customer. The customers unit is still with our technicians for diagnosis and repair. Razer support will update the customer once updates are available.

  Customer Answer

  Date: 04/17/2024

  They are NOT working for my best interests in mind. All of the proof is in the emails. The whole case is full of rudeness, lies and shady things overall by Razer. It takes one of my friends who is an Employee who I will not name to get a response from these people with regards to my case!! Ridiculous 

• Initial Complaint

  Date:03/27/2024

  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.

  Hello,I purchased a Razer mouse with the order# RZCAWP1000001375733 from Razer. The parcel was delivered but the mouse was not inside the box. I contacted Razer customer support to let them know and I was initially told a replacement would be sent after an investigation is completed. They never did and when I contacted them after a month, I was asked to make a police report, I did and gave it to them. Three weeks later they now told me to do a chargeback with my financial institution which makes no sense because it's past the deadline. I have exhausted all other options to resolve this issue. Attached is a screenshot of the empty parcel I received. I just want my money back since I did not receive the item.

  Business Response

  Date: 04/01/2024

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

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  Status:

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

  Business Response

  Date: 03/28/2024

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

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

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

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

  Business Response

  Date: 03/25/2024

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

• Initial Complaint

  Date:03/13/2024

  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.

  On january 6th of this year I had redeemed my winnings on a social casino called high5casino in the form of a $200 dollar razer giftcard. The giftcard was valid as I could see the 200 dollar balance when I recieved it. Around 3 hours after I got it I went to redeem which I was in turn told it had already been redeemed. Long story short I believe razer is actively either involved in the theft themselves or working with a third party to literally take razer gold giftcards in an attempt to scam their own customers out of their money. I contacted them after filing a police report and provided them with literally definitive proof it was my giftcard. Over the course of a month they did nothing to verify from "whoeever used it" how they obtained the giftcard and continued to keep asking for basically proof it was mine that was impossible to provide they had enough to see I was the rightful owner of said giftcard. This company isnt to be trusted and if I had the money I would be seeking legal action against them. They are criminals and thieves and I'm disgusted by their actions. Its embarrassing a company of this size is actively robbing it own customers

  Business Response

  Date: 03/15/2024

  Razer support has already contacted the customer via case *************. ********************** support has also called the customer and sent the necessary information via the case in order to fully resolved the customer's concern.

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a laptop from Razer on 1/30/24. It arrived 2/2/24 defective. I contact support and was given instructions to ship it back for a NEW replacement. I Shipped 2/3 they received 2/7. Per their own site a replacement is supposed to be processed in 3 business days. They took 2 weeks and ignored multiple messages from me during that time. The replacement was coming from a different location and I questioned them confirming that the computer being shipped was new and not repaired or refurbished as I purchased a NEW one. They lied VIA phone and email and I received a refurbished model. They shipped repl 2/21 and I got it 2/24 When I contacted them they escalated me to a VIP team. I waited over a week for them to figure out how to make it right. They sent me an email that they had no matching models and they would need to refund me and Id have to reorder from the main site so one would be shipped by their factory in *****. Then the next day (3/1) I was called and they *************** one in *******, they wanted me to go through another 2 week RMA period trusting them to do what they promised after blatantly lying and committing fraud. I declined and asked for a refund. They received their property back on 3/7 and they are refusing to process my return in a reasonable time frame now. They are telling me they are going to hold my money hostage for another 14 business days (effectively 3 weeks). Im now 39 days since original purchase, they have the item back and are refusing my calls because their employee was rude and a was rude back. They have their property back and will not process my refund in a timely manner even though we are in this position because of them. They lied to me and tried to send me a lesser product knowingly after telling me multiple times I would receive a new one. On a recorded line (their end) their rep agreed a refurbished and new computer are not monetarily the same. I need help I just want my money back

  Business Response

  Date: 03/13/2024

  Razer support has been in contact with the customer via Case # *************. We ask the customer to continue to communicate via the case to completely resolve his concern.

• Initial Complaint

  Date:03/04/2024

  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 get access to a website called Wellbeing Hub by SpendSmart through my employer. This site allows me to get discounts on products from brands my employer has agreements with. The discount with Razer is 15% off peripherals which is what I was trying to buy. I generated the code on SpendSmart, and copied and pasted it to Razer. The Razer site said it was invalid. After spending 20+ minutes trying to figure out how to chat with Razer (because you obviously DON'T want people contacting you) I finally spoke to someone who said the code was invalid. How can it be invalid? Apparently I'm creating some elaborate scheme just to score 15% off some stupid headphones. Even with screenshots the Razer rep didn't want to help. WTF Razer?! Do I need to throw away all my other Razer peripherals and never buy from you again? That's basically where I'm at. Thanks for wasting my time.

  Business Response

  Date: 03/04/2024

  Razer support has contacted the customer via Case # *************. While we are currently investigating the customer's concern, a suggested resolution has been communicated to the customer via the case number. To fully resolve the customer's concern, we suggest that the customer continue to communicate via the case number.

  Customer Answer

  Date: 03/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/07/2023, I bought a Razer Hammerhead Hyperspeed (PlayStation License). I started using the headset and after playing with a few friends online, they told me they had issues hearing me. I reached out the Razer who said they will send a replacement on the warranty.Once I received the new headset I immediately tested it and the issue was the same, I also started to notice my controller for the Playstation was not responding properly. I started to troubleshoot the problem and I derived that the audio issues as well as controller issues were a result of a flaw in the design of the headset by Razer. These issues did not occur when I swapped my headset to an old one or just did not use the Razer headset.The exact problem was the 2.5 Ghz dongle required to connect to the PlayStation caused interference with the Playstion's controller and this is why when I speak it sounds muffled to my friends and also why my controller would not respond properly. The frequencies were competing with each other.I reached out to Razer again with this new information and I asked to be refunded but they decided to send another replacement and "Prince *** the customer service rep, "assured me" they tested the product and it was free from defect.When the replacement came I tested it and it had the same problem. I immediately reached out to Razer who asked for video evidence of this. I provided them with the video evidence. They wanted to send another replacement instead of refunding me. At this point, it is clear Razer has a product with a design flaw. I asked Razer if they actually tested this product the way I described the issue was happening.I am back at square one and Razer refuses to acknowledge that their product has a flaw and refuses to adjust their refund policy for this case which is clearly a special circumstance. I even offered to take a different TYPE of product.Incident 231018-000166 A refund is the only suitable resolution as this point. Razer's product is flawed.

  Business Response

  Date: 03/04/2024

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

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17th, a Razer keyboard was purchased from **********************************. A few days ago, I had an issue with the product, so I contacted Razer Support. Initially, they were willing and able to help me. However, my issue proved to be to difficult so it got escalated to a senior tech at Razer, and I was told they were going to contact me via email in ***** hours. The next morning, I received an email from Razer claiming my product was reported as stolen, and they can't help me. I contacted ********************************** and Razer several times. **********************************. says they never reported it as stolen and that it is an issue Razer has to resolve. Razer, even when presented with proof (receipt and invoice) they refuse to correct their mistake and still claim my product is stolen.

  Business Response

  Date: 02/16/2024

  We suggest that the customer contact the reseller to clarify the status of the item he bought through the reseller. Furthermore, the reseller is not part of the authorized resellers network for razer. Products purchased from non authorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer.
  Razer has these policies in place to protect both our valued customers and resellers. For more information, customer may visit: *********************************************