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

  11401 Century Oaks Terrace Austin, TX 78758

• 

  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

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:01/05/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30th I placed an online order with Razer for a Razer Viper 8KHz - ESL Edition mouse, for 99 dollars. I never received this order, despite Razer telling me it was delivered. I contacted Razer customer support on December ********** my issue still isnt resolved. I email them every 3-4 days and they keep responding that they are 'looking into it'. It's been a month now, so I'm asking you for help.Thank you.

  Business Response

  Date: 01/11/2023

  Razer has acknowledged the issue and is working to resolve. The customer will be refunded for any products that were not received from their order. The customer support agents will initiate the refund if an error occurred in transit or if the order was not shipped properly. Please continue working with the customer support agents to ensure all funds are recovered from the items not received. 

  Customer Answer

  Date: 01/12/2023

  
  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:12/28/2022

  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.

  Hi, on November 13th I ordered a razer laptop with order number RZCAWP1000001144008. It arrived with ***** tracking number ************ and arrived on November 18th. After opening the box I was unable to turn the laptop on. I consulted online support forums and the laptop seemed completely dead on arrival. I opened an RMA with razer and was issued a return label through ***** with tracking ID ************. Because of issues with my employer I was required to fly across the country the next day. I informed Razer of this and was told it was okay to send the return. The return was sent and arrived back on December 6th. On December 8th I noticed on the tracking it had arrived and reached out to Razer for confirmation of arrival and also an ETA on a refund. It was confirmed to me that the return was received on the 6th and the refund timeline while confusing was explained to me as "Please note that the Razer refund process takes 2-3 business days once the item(s) have been delivered at the warehouse and marked as received, usually 1-2 business days from the delivery date." so a total of 5 business days?The refund never came and I have been going back and forth with Razer since. I have requested multiple times for a supervisor or manager to call me and I am told that is not an option. I am told that there is no longer a timeline for me to get my money back, I'm told that due to the overwhelming number of incoming and outgoing packages there was a delay.Truthfully none of this is my fault, Razer has blatantly lied to my face multiple times about when this will be resolved. They are now unable to provide any date. This is absolute insanity, it is not my fault in the slightest that Razers' warehouse is having a problem locating my package due to their obviously inadequate facilities and lack of preparation for the Holiday rush. I am extremely angry I have been lied to multiple times by a company I have been a supporter of for 10+ years.

  Business Response

  Date: 01/03/2023

  Razer has acknowledged the issue and is working to resolve. The Razer support agents will investigate the return shipment for errors during transit or errors with the shipping label that was created. Please be patient while they confirm return status of this order. Once the Razer warehouse has received the shipment and confirms the contents of the package a refund will occur for the customer. Please continue working with the support agents and ensure they have all the information they need to investigate the shipment issue. 

  Customer Answer

  Date: 01/03/2023

  I have been attempting to work with Razer support agents since this was delivered back on the 6th of December. All I receive are copy and paste responses that show absolutely no care or concern for my issue. 
  

  Razer cannot give me an actual answer of what has happened here. I shouldnt have to wait over a month for Razer to find out where my return parcel was sorted and put. 
  

  Time and time again I wake up to an email from razer hoping for this to be resolved but its the same exact response saying that they dont know why this has happened but my concern is the highest priority and will be resolved soon. 
  

  Thats all Ive heard for a month now! Thats unacceptable, if this was a high priority case like Razer claimed it would have been fixed by now. Razer needs to make this right now.

  Multiple times I have invited a supervisor or manager to call me directly and sort this out.

  Business Response

  Date: 01/06/2023

  The customer support agents at ********************** were attempting to be thorough with their investigation of the courier and with the warehouse team receiving the package. During different phases in time the support agents were provided conflicting infromation regarding the status of the customer's package. Nevertheless, customer order ******************* was refunded. This should conclude the resolution of this case. If there are any additional unresolved aspects of the support case please contact the customer support agents for assistance. 

  Customer Answer

  Date: 01/12/2023

  
  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.

  Thank you so much for the resolution and thank you to BBB for assisting me. This was very stressful, I am glad it's over

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

  
  

• Initial Complaint

  Date:12/27/2022

  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.

  On 12/11/2022, I purchased an office chair from Razer *** for $533.93. Due to the high price Razer *** also included a logo mat free of charge. On 12/15/2022, Razer showed both items as shipped via ****** On 12/19/2022, ***** delivered 1 package weighing 5lbs that only included the free mat. Numerous attempts to contact Razer only state that they are "investigating". No updates on where my $533.93 chair is.

  Business Response

  Date: 01/03/2023

  Razer has acknowledged the issue and is working to resolve. The Razer support agents will review the customer's order and see if there was an error with shipment, or if an error occurred during transit. After completing the investigation Razer will refund the customer of any item(s) not received that were included in the order. 

• Initial Complaint

  Date:12/21/2022

  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 bought a Razer Book Laptop back on February 3rd of 2022. In late August I started having freezing issues with my computer. I first had an issue while playing a game from Steam and my screen just froze up with squares all over. I contacted Razer on August 23rd, and they asked me to send it in. I received a shipping label too blurry to use and asked for a new one but never got one. I left it alone as it hadnt frozen in a while. Mid October I turned my laptop on and it froze instantly. I turned it off and on again 3 times with it freezing every time right after turning it on. I contacted again October 19th to get a label. They sent one and I sent the last prop over with it getting delivered on November 7th. November 11th they told me *************** was unable to replicate my issue and sent me back my laptop.I got my laptop back and reinstalled Discord and Minecraft. I had issues logging into my account through ********** The login screen would pop up blank and then go away and then pop up blank again. I was unable to use my laptop once that cycle started. This was around December 2nd. I started talking with Razer support again to try and troubleshoot the issue. I tried logging into my Minecraft account again and was successful but then my laptop froze again like the first time I had issues. I woke with Razer about this and they had me do a ton of troubleshooting with nothing showing up wrong on my end. No missing or corrupted files and I dont do mods to my laptop or anything. I hardly used it before the issues started in August and now its practically unusable. Razer no longer sells this laptop so I cant get a new one and they only offer refunds 14 days after delivery. This laptop is defective and I want my money back.

  Business Response

  Date: 12/26/2022

  Razer ahs acknowledged the issue and is working to resole. The customer support agents have been approved to refund the customer's order. Please continue working with the support agents to ensure the defective unit is returned to Razer. Upon receiving the unit at the Razer warehouse the customer will be refunded. 

  Customer Answer

  Date: 12/26/2022

  
  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,
  
  Sky ******
  
   
  

• Initial Complaint

  Date:12/20/2022

  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 placed an order with razer and the order number is RZCAWP1000001121145. I made a return and the return was delivered to them. Apparently they cannot find the package. I spoke to a representative of the company and he has agreed to do a manual return about a week ago on dec 13th and it will take 3-5 days. I then contacted him today on the 20th of dec and he is not saying he will not refund me. It has been over two months and i am tired of waiting for this. I dont get how it is my fault that they cannot find the package.

  Business Response

  Date: 12/26/2022

  Razer has acknowledged the issue and is working to resolve. The warehouse team is still looking for the items the customer returned from order: ******************* . Sometimes customers use the return shipping label to attempt receiving a refund, however the items in the order have not been shipped using that label. At this moment in time Razer has not received the items in this order in associated to the shipping label that was used for a return. Razer will continue investigating the incoming shipments to attempt to locate the return items that were not received by the warehouse. 

• Initial Complaint

  Date:12/13/2022

  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.

  Hello,I'm filing this complaint as the next steps in my journey to getting Razer to do the right thing.It has been a horrible 23 days of going back and forth with Razer, trying to get the company to honor the warranty they claim my device is still under. I have a laptop that was delivered to me with a defective screen and a graphics card that suddenly stopped working earlier in November 2022. The screen has a burnt symbol imbedded in it(see attached) and at first I thought it was apart of the laptop so I ignored it. It was only recently upon doing some research that I discovered the burnt symbol is a defective screen.I went to their website and discovered that my device is STILL under warranty(See attached), however upon filing a case through their support team( Case # ******-001646) I was told that I am not under warranty and I would have to pay out of pocket for the repairs to fix the defective laptop. I tried explaining that their website contradicts what they are telling me but they insisted that I am NOT under warranty. Its been 23 days of going back and forth and I've had it with the horrible customer service that I've received. I Paid over 3K for this device just to have it shipped to me with a defective screen as well as having the expensive graphics card go bad in a little over a year. I would have accepted paying for the repairs if the OFFICIAL website of Razer did not tell me that my device is still under warranty. I've completed all the diagnostics steps razer support recommended to fix the issue, even completely resetting my device to factory settings and still the graphics card shows defective. I've attached all documents related to this case and would need a swift response from Razer with either getting my device fixed or replaced at no cost since they claim I am STILL covered under the warranty.I would procced with filing a complaint with the *** if a suitable resolution is not presented by Razer through this complaint.Thanks,-***

  Business Response

  Date: 12/19/2022

  Razer has acknowledged the issue and is working to resolve. The Proof Of Purchase document clearly shows the product's purchase date which has exceeded the warranty duration listed in Razer's warranty terms for systems. The notification from the website indicating "Limited Warranty" is likely associated to the products **************** limited warranty. Nevertheless. due to the confusion Razer will accept repair of this unit's graphics card with In-Warranty status. The customer needs to continue communication with the Razer support agents to ensure they have all the information necessary to proceed with repair of this unit's graphics card. 

• Initial Complaint

  Date:12/13/2022

  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.

  ***** ******** *************************
  Order Number* *******************
  Order Date: 23 September 2022
  
  ORDER TOTAL: CA$3,966.29
  Return Tracking Number :
  278827488386
  
  **************************************************************************************Fpurchasedchase with Razer.ca, the item arrived defective so I started a return for the product. I shipped out the package on October 10th, 2022. The laptop was delivered back to Razer, and Razer even signed for the package but hasn't issued a refund. The customer support is not even helping me, they're closing my claims while there's proof the package was signed for. I also have the FedEx receipt, I will provide all the proof that the package was returned to Razer. I can't believe I'm being treated with such hostility by a company I used to love.

  Business Response

  Date: 12/19/2022

  Razer has acknowledged the issue and is working to resolve. The direction to refund this order was already provided to the support agents however, there was conflicting information regarding the warehouse not having evidence of receiving the unit yet. The Razer support team will work with the warehouse to discover what the error is and to refund the customer manually for the product returned. 

  Customer Answer

  Date: 12/23/2022

  Dear Razer Customer Service,

  
  I am writing to express my frustration and disappointment with the lack of progress in processing my refund. It has been over three months now since I returned the package and it was signed for by your company, yet I still have not received my refund. I am extremely frustrated and angry about the way this situation has been handled. I have contacted your customer service team multiple times and have gone back and forth with various representatives, but it seems that no progress has been made.

  
  Not only am I extremely disappointed with the lack of efficiency in processing my refund, but I am also extremely sad and upset about the poor customer service I have received. I expected better from a company like. Razer and I am extremely disappointed that my experience has been so negative. I am urgently requesting that my refund be processed as soon as possible. I have been extremely patient and understanding throughout this process, but I can no longer tolerate the lack of progress and poor customer service. I expect to see a resolution to this issue as soon as possible.

• Initial Complaint

  Date:12/10/2022

  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.

  December 4, 2022, $180 USD. Case# *****-000327. The business committed to providing a new, defective free replacement for a Razer Deathadder V2 Pro. Using the Advanced Replacement (**) method, I paid $180 USD (temporarily) to have a defective free, brand new, product sent to me. I received the product and sent back the original defective product. A refund was processed - as was expected under the ** guidelines. As a result, I lost around $40 (Razer was transparent about this PRIOR to start of process).Received replacement product is defective from factory. Provided proof of defective product to Razer, with Razer Tier 2 confirming product was defective and approving a replacement. However, they want me to go through the ** or Standard Replacement (SR) process. I work from home and cannot go without a mouse, which the SR process requires me to do. So Razer said I have to go through the ** process, which will cost me another $30-$40 depending on CDN vs USD currency.I was declined by Razer to have a brand new DEFECTIVE FREE replacement sent to me without going through these two options, even though I already fulfilled my end of the ORIGINAL Advanced Replacement, which was pay the $180 and send back the original defective product. Razer has refused to fulfill their end of the Advanced Replacement by acknowledging they sent me a defective product and REFUSING to replace it, forcing me to spend another $40 in currency exchange fees.I want Razer to fulfill their end of the ORIGINAL Advanced Replacement agreement WITHOUT losing access to my mouse - which will prevent me from working - AND without paying another $180 through their Advanced Replacement method, causing currency conversion rate loss.BOTH of these cause me financial hardships as a result of Razer being incompetent and even ADMITTING this, but refusing to do anything about it.

  Business Response

  Date: 12/14/2022

  Razer has acknowledged the issue and is working to resolve. The Razer support agents were approved to offer the advanced replacement without holding money from the customer.  This was granted as a One-Time exception for the customer.

  Upon receiving the new unit, the customer must return the defective unit to Razer to ensure no further issues arise with support in the future.  

  Customer Answer

  Date: 12/14/2022

  
  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:12/09/2022

  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.

  So, this is my 2nd time complaining to the BBB about the same issue. I was hoping my previous complaint would stay open, at least until I had time to see if I received my item, so I could say things were resolved, but you at the BBB closed the case after hearing back from Razer that they had, after 4 months since I paid for it, shipped out my Razer Iskur Black and Green ****** Chair. Because you closed my previous complaint, I now need to open this new one, as Razer has sent my chair to yet again another random address is *******, and has claimed that they have delivered it to me and that the case is now closed from their end. I'm really starting to lose my patience, I paid nearly $1000 for this chair at the beginning of September 2022 and Razer has been jerking me around since then through email. They only finally sent it out a 2nd time after I filed my first complaint with the BBB, but like I said, they delivered to the wrong address. They also did not follow my instructions, that at the very least, for all the trouble I've went through, they should be upgrading the shipping to priority instead of regular ground, which is how they sent it out again. This time the chair ended up somewhere in *******, ** to *****************. My name is ********************************* and I LIVE IN ******, NOT *******. Razer literally has ALL my billing and shipping information, as I purchase items through their website regularly, and they usually arrive at the correct address, I don't know why this chair is such a problem to get right. I want this fixed, and I want it fixed now, and it better be shipped out right away via PRIORITY SHIPPING, or I'm going to lose my mind. I'm tired of writing emails to Razer over and over. I don't want to have to write a 3rd BBB complaint to get this resolved. I JUST WANT THE ***** I PAID NEARLY $1000 FOR!!! Please check attached documents as proofs.

  Business Response

  Date: 12/14/2022

  Razer has acknowledged the issue and is working to resolve. The new tracking number has been provided to the customer to ensure the shipment arrives at the correct address. Upon receiving the package, please ensure all products are functioning as advertised. Please continue communication with the Razer support agents to ensure there are no additional errors moving forward.