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 has 12 locations, listed below.

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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

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

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:04/02/2025

  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 sent my laptop in for repair months ago and the agents refused repair but wont send it back claiming to not receive it. They also refuse to file the claim effectively stealing my $4000 device from me

  Business Response

  Date: 04/08/2025

  Razer support is unable to locate the customer's information based on the given data. If the customer would be able to provide us with the laptop serial number,case number or RMA number. It would be very helpful in addressing the customer's concern.

• Initial Complaint

  Date:03/19/2025

  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 ordered a $300.00 razor card email for my wife in ***********. She received the email but it stated there was a problem. Two calls to ****** and they instructed me to call the ************** I spent 2 hours on phone as well as email and had no results. I got the explanation we are not Amazon call them. A third call to ****** they said I must contact Razor directly which I did again.Still no results both these companies are using the blame game against each other. My advice would be to avoid both of these companies. In the meantime my wife is stuck in *********** and cant get home while someone has my money and does not want to do the right thing.

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/18/2025

  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 a razer gold account which is a gaming site we recharge balance and buy gaming products i make the email and deposit money by razer pin gold codes ( as my friends said its better and i will not get a problem like **** cards )after i put the balance in the account this company closed my account so i cant use the balance anymore i contact to support and they asked for personal information and one of the pin codes proof of purchase , i gave the information to the support but they still asking for more and more data (they take the money and wanted to scam me )what i asked for is remove the ban from my account so i can use my balance then i will never use this site again but i need to use the money or i will lose so please help me with this issue and solve my problem ASAP

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

  Customer Answer

  Date: 03/23/2025

  Dear **** Hack,
  
  I appreciate BBB's efforts in facilitating this complaint. However, Razer USA Ltd. has failed to address my issue and continues to impose unnecessary and excessive demands instead of resolving the matter.
  
  I have already provided the Razer Gold PIN proof of purchase, which is the only valid verification required to prove my legitimate ownership of the funds. However, Razer is now demanding highly sensitive personal information such as a personal photograph and proof of address, which is both invasive and unnecessary for resolving this issue. I have serious concerns about the legitimacy of these requests, especially when Razer already has sufficient proof of purchase.
  
  This behavior is highly questionable and appears to be a tactic to delay or avoid refunding my funds. Holding a customer's legally deposited money hostage unless they provide private personal data is an unfair and potentially unlawful business practice.
  
  I am formally requesting that:
  
  Razer immediately restores access to my funds OR provides a full refund without demanding unnecessary personal documents.
  If Razer refuses, they must provide a clear legal basis for why they are withholding my money despite receiving proof of purchase.
  
  If this issue is not resolved within five (5) business days, I will be escalating the matter by:
  
  Filing a complaint with the ************************ (***) for unfair business practices and financial misconduct.
  
  Submitting a formal consumer rights complaint to the ***********************************, as Razer USA Ltd. is a California-based company.
  
  Reporting this case to payment processors and financial institutions involved in Razer transactions to highlight potential violations of consumer protection policies.
  
  Publicly exposing this issue on consumer protection forums, social media, and gaming communities to warn other customers.
  
  **********************'s current response is completely unacceptable, and I urge BBB to review this matter carefully.

  Business Response

  Date: 03/29/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/16/2025

  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 Put ****** dollars on there online app and they are holding my ****** they won't let me purchase item that cost ****** and they won't give me my money back. I tried contacting them over 50 times and they still wouldn't do anything. That is why I am putting it in your hands it has been a year.

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Razer mouse from the "Razer Store" on **********, a platform where Razer officially sells products. When the mouse developed a defect, Razer denied my warranty claim stating it came from an "unauthorized reseller" despite ****** being an authorized Razer retailer.Significantly, Razer simultaneously acknowledged the product is genuine "old stock" while claiming warranty denial was necessary because unauthorized resellers might sell counterfeit products. These positions are logically **************** a consumer, I had no reasonable way to know about Razer's complex distribution policies when purchasing from what appeared to be their official store on ******. Razer's warranty denial seems designed to avoid honoring legitimate warranties based on technicalities not transparent to consumers.After multiple escalations within Razer support (case #******-002169), they maintained their contradictory position, offering only a discount on future purchases instead of honoring their warranty obligations on a confirmed genuine product.This practice appears to violate Texas consumer protection laws regarding deceptive trade practices and warranty fulfillment. No reasonable consumer would understand that purchasing from "Razer Store" on ****** might void their warranty, particularly when Razer themselves confirm the product's authenticity.I request that Razer honor their warranty obligation for this genuine product purchased through what any reasonable consumer would consider an authorized channel.

  Business Response

  Date: 03/21/2025

  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.
  

  Customer Answer

  Date: 03/21/2025

   

  The product was purchased from ********** who Razer lists is an approved vendor. If you had restrictions in place whereas certain criteria where it would have or would have not been covered on ********** you should have clearly communicated that. It is both unfair and misleading to not stand behind your warranty because you made up a "gotcha" to get out of it.
  

  Business Response

  Date: 03/26/2025

  Razer warranty only covers products purchased from authorized resellers. As not all sellers on ********** are authorized,purchases from unauthorized resellers are ineligible for warranty coverage. We make every effort to clearly communicate our warranty terms, and we are unable to offer a replacement under the warranty for products purchased through an unauthorized channel. It is best that the customer contact the reseller for warranty replacement.

• Initial Complaint

  Date:03/09/2025

  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 bought two $25 cards to get a steam wallet code they advertised through ******. Then they dont honor that in my region, ***... i tried emails and they dont do refunds for my gift cards. Its a scam and they wont help and closed my support ticket.

  Business Response

  Date: 03/12/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/07/2025

  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.

  On 1-29-25 I received a Razer laptop that I had ordered on 1-22-25 from **************************. After using the laptop for a week, I had issues with the computer screen and subsequently sent the device in for repair. On 2-17-25, I had received an email from Razer indicating that they had my computer and would be working to fix the problem with my screen. Approximately 1 week later I had received a message from Razer indicating that the package I had delivered had arrived empty and they would need a receipt from *** proving that I shipped the device. I attached a picture of the receipt and it clearly reflected that I shipped a package via *** with a weight of 12 lbs. At the time of this writing, Razer has periodically updated me that theyve forwarded the case to a new department. I have contacted *** to inform them that my package was stolen and I was subsequently told to contact Razer support to address this issue. Razer has not provided me a solid update and I feel as though they are attempting to defraud me. It should also be noted that I paid $500 for their RazerCare which is supposed to provide a better customer experience.

  Business Response

  Date: 03/12/2025

  Razer support is still currently investigating the customer's concern, we will update the customer via the provided case number once the investigation has been completed.

• Initial Complaint

  Date:03/06/2025

  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 sent my device in and they requested receipt and drop off receipt as they lost it. I sent it in and they're scamming me now. ticket 241209-001999.

  Business Response

  Date: 03/12/2025

  Razer Support reached out to the customer and let him know that due to the inaccuracies in the documentation provided and the investigation by the Razer warehouse and the courier determined that the laptop was never shipped to Razer.  Razer will not provide the customer a refund.

  Customer Answer

  Date: 03/14/2025

  As all correct information was provided regarding device, purchase receipt, and dropoff receipt, you are engaging in fraudulent actions by attempting to claim that false information is amongst whats provided in order to decline warranty. Moreover, this is being stated after the device was already sent in, using the label Razer paid for and provided. Razers obligation is to take one of the following actions of returning my laptop, submitting a carrier claim while still in timeframe, replace the laptop, or refund the value. This is an obvious recourse considering Ive followed all direction and shipped using the label you have full control over submitting the claim for. If you refuse or fail to submit one within the allotted time timeframe provided by the carrier you are effectively committing theft as my property is lost under your own responsibility. 
  
  

  Business Response

  Date: 03/21/2025

  Razer Support reached out to the customer and let him know that due to the inaccuracies in the documentation provided and the investigation by the Razer warehouse and the courier determined that the laptop was never shipped to Razer.  Razer is unable provide the customer a refund.

  Customer Answer

  Date: 03/24/2025

  The courier confirmed nothing. File the claim or legal action is forced to taken. You are obligated to file a claim with carrier if you are claiming you didn't receive it. I'm not able to as you provided me the label. I am missing my device and so are you. File the claim.

• Initial Complaint

  Date:03/04/2025

  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 placed an order from their website which has been stuck in preshipment since Feb. 24. I reached out to their customer service team on ****** because they make it hard to find their contact details on their website. I got a response from them on Reddit and they connected me with their customer support team via email. They created a case number for me which was 250301-002632. I asked what was being done to resolve the issue but I then kept being passed around from agent to agent without getting answers to my question. Eventually they assigned another case number which is 250301-002632 and closed the previous one. I asked for a refund because I felt that we were getting nowhere. Then without any explanation they closed the second case number as well. No notification whatsoever if they are issuing a refund. This is beyond unacceptable.

  Business Response

  Date: 03/12/2025

  Razer support has already refunded and resolved the customer's concern.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 $500 Razer Gift Cards from Best Buy on August 26 2024. The very same day I scratched off the code and found that both gift cards had been tampered with by scammers and were unable to be used. I reached out to both Best Buy and my credit card company and was told the only way to get a refund would be to deal with Razer directly. I told them my concerns and they opened ticket number 240902-000082. They requested that I send over proof of purchase and a copy of the police report which I did on September 3 2024. Since this time they have been stating that I need to get the Investigating officer to reach out to them with a production order. I have spoken with the police and they have stated they do not do this and are not investigating this case any further. I have since tried to speak to Razer stating this information but instead of helping me they just continue to ask for the investigating officer to send a production order. Also while speaking with razer they were able to freeze the account using the tampered with card numbers. At this point I don't understand why they will not issue me a refund or answer my questions but instead keep repeating themselves when I have been clear with them. I last reached out on Dec 8 2024 stating again that I had spoken with the cops and that they wont do what they are asking and then they never responded to me again. During the time trying to get this resolved they have ghosted me in the process multiple times and I have had to be very insistent to get them to have a conversation again.

  Business Response

  Date: 03/06/2025

  We ask that the customer check their email as ********************** support will be contacting the customer via email. If the customer would wish to contact support directly, the customer may go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

  Customer Answer

  Date: 03/09/2025

  I have not received any email from this business and Ive checked spam as well. 

  Business Response

  Date: 03/12/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

  Customer Answer

  Date: 03/13/2025

  I have already gone through and provided razor with all the Information they had requested and yet they never did anything. I am tired of having to continuously give them this information over and over again and never getting this resolved. Everything they need is attached to this complaint. 

  Business Response

  Date: 03/29/2025

  Razer support has been in contact with the customer via *************. 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 to which a police production order would then be required.

  Customer Answer

  Date: 04/09/2025

  I have not had any contact with this business besides here in over 6 months even though I have tried. I went to the police department and filed a report which I sent to them and was told they froze the funds on the account that had used the Razer pins from my gift cards. When they asked for a production order from the police department, I was told by the police department that it was not something they did. I tried to tell this to Razer but they continued to just say I needed to get this order which the police said they dont do. I dont understand why I should still have to be in this process. It is clear that the police are not looking to pursue this case more and I just want to get my money back. It has been almost a year since this has happened.