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

  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:02/28/2025

  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.

  I ordered a Razer Tartarus V2 on December 31st 2024. This product comes with a 2 year warranty. Razer has drug their feet on responding to me and is now sending me nonfunctioning links in my email to "finish my claim". The email states that I will receive a shipping label for repairs. However when clicking the link it takes you to a page that never stops loading. I have left the page open for several hours and have made several attempts in different tabs to open the same link to no avail. This website is not allowing me to finish filing the claim to redeem the shipping label to return the product to them for repairs.I have submitted a screenshot of the screen that continues to load and never finish.. I have further emailed Razer questions about this page and have received no answers.

  Business Response

  Date: 03/06/2025

  A new *** has been created for the customer to process the customer's replacement. RMA *********** has been created and we ask the customer to communicate via the provided case number in order to fully resolve the customer's concern.

  Customer Answer

  Date: 03/06/2025

  
  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:02/26/2025

  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.

  My name is ***** ********** and I purchased a New $150 Razer Gold Card from a Dollar General Store in *******, ** on 2/19/25 and I bought the card with cash and the store clerk activated the card at the store and I went home to use the card and it was already used. I called the store I got the card from and told them the problem and they said the store does not give refunds and the store manager I talked to said to call Razer Gold and I called the customer service number i got from the internet and the person I spoke top gave me the Razer website address and told me to submit a refund request using the from Razer would contact and the next day a Razer *** contacted me via email and asked me to send hi, screenshots of the Razer Gold card before and after activation and the cash receipt, I did as the *** asked and a couple of days later the *** emailed me saying Razer decided they were not going to ive me a refund because the card was used and I told the *** yes the card was used but it was used between the r time the store *** activated the card at the store and the time I got home to try to use the card. I told the *** I am not disputing that the card was used, I am saying that the card was used before I got home to try to use that card and the only person that had access to that same card was the store clerk who activated the card at the store. I told the Razer ************* since I never personall used that card, I deserve to be refunded,< Th *** said to file a police ***ort aand I told that *** what is the purpose of filing a police ***ort since the *** said Razer/s refusal to rfund me is final. I said filing a lice ***ort would be a complete waste of time and the *** said they will reconsider their decison and get back to me

  Business Response

  Date: 02/27/2025

  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 and our policy is to advise customer to lodge police report.  We cannot advise further.

• Initial Complaint

  Date:02/26/2025

  Type:Billing 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 , and they closed my account and the account have 590$ inside it i talk to the support to reopen the account again and they said there is a security check , so they ask for many papers and recepts and i gave them all the informations they asked for but they didnt respond to my request and they still freez the account

  Business Response

  Date: 02/27/2025

  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:02/25/2025

  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 Jan 20, 2025, I bought 2 Razer controllers from Best Buy. I bought one for myself and another for a friend. I took mine home and used it to play on my gaming pc. After a few days the controller would disconnect whereas the controller was a plug and play. So sporadically it would stop working while i was playing. I would have to wiggle the controllers wire to get it to work. I went to Best Buy to return it, but it was past their 14 day return policy and they told me to contact Razer. I contacted Razer. the warranty for this controller has a 1-year warranty. I was told yesterday, 2/24/25 that Razer would not refund me even though I only bought the controller just over a month ago.

  Business Response

  Date: 02/27/2025

  Razer support has investigated the customer's concern. Given that the unit was purchased from Best Buy, Razer support can only process a replacement for the customer based on **********************'s limited warranty policy. For refunds, the customer would have to request it from where he purchased the unit.

• Initial Complaint

  Date:02/17/2025

  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 am filing this complaint against Razer *** for violating consumer protection laws and refusing to resolve a recurring defect in their Razer Viper 8KHz mouse, despite three failed replacements and explicit guarantees under warranty.Original purchase: Made around August 2023 in ******* - I unfortunately no longer have the precise info.Subsequent replacements: October 2023 (in-store exchange), June 2024 (US RMA), February 2025 (pending fourth RMA).Business Commitment:Razers warranty promises a fully functional product and guarantees replacements/repairs for defects. Support agents explicitly assured me replacements would be free of defects. They also promised a service called White Glove treatment, in which they would have the mouse tested carefully. Even after that, my unit was still defective.Nature of Dispute:The Razer Viper 8KHz has a known, widespread defect causing its scroll wheel to malfunction (scrolls backward, skips inputs).Razer has replaced my mouse three times with the same defective model, violating the ** Directive 1999/44/EC and also California Song-******* Act (Razer HQ)Razer refuses to provide a refund, upgrade, or different model, forcing me into a cycle of defective replacements.Resolution Attempts:Three RMAs (case numbers: 250213-000535, 250212-000112, 231207-001978).Multiple emails with support requesting escalation, refunds, or alternate models.Razers final response will be attached.Advertising ***************************** markets the Viper 8KHz as a premium, flawless gaming mouse but fails to disclose this defect. Search results on ****** for Razer Viper prominently show these issues.Requested Resolution:A full refund of $80 under **/California consumer laws.OR a replacement with a different, non-defective model (e.g., Razer Viper V3 Pro).AND Compensation for time spent resolving this issue and costs incurred from purchasing temporary replacements.

  Business Response

  Date: 02/24/2025

  Razer support needs more time to investigate the customer's concern. Given the circumstances, Razer would need to validate the customer's proof of purchase. For any Limited Warranty claim, a valid Proof of Purchase is required as indicated in our limited warranty policy. It would be very helpful if the customer in able to provide a vaild proof of purchase.

• Initial Complaint

  Date:02/15/2025

  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 laptop from Razer back in July of 2023. Around December 20th *************************************************************************************************************** to be repaired. They replaced the motherboard and the device did indeed now turn on and work but the device somehow got damaged at the repair facility because the frame was bent when I received it. The box had no damage and I did not send it in with damage so it had to have happened there. I opened another claim but was told that the device already had the motherboard replaced and they sent it back without fixing the damage. I can't seem to be able to get someone real to talk to me, I just get replies from AI bots through email and when I call I get people who say they can submit a request they'll hear back on in about a week. I just either want them to fix the damage they caused or refund me. I can send pictures of the damage and the box I received it in if needed.

  Business Response

  Date: 02/27/2025

  Razer support has already contacted the customer with regard to his concern, RMA RZC-2011075 was created in order to address the customer's concern and the unit is already on the way to the repair center for processing.

• Initial Complaint

  Date:02/04/2025

  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.

  Case 241209-001999. I sent my laptop in and the support is scamming me saying theyre closing my case after they havent sent me back my laptop.

  Business Response

  Date: 02/11/2025

  Razer support carefully reviewed the claim and, unfortunately, Razer support found some inconsistencies that prevent us from approving the warranty replacement at this time. We have to adhere to strict guidelines to ensure fairness for all our customers.

  Customer Answer

  Date: 02/11/2025

  then return my laptop. i literally sent it and now you are scamming it from me

  Business Response

  Date: 02/18/2025

  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 ***** determined that the laptop was never reached Razer.  Razer will not provide the customer a refund.

  Customer Answer

  Date: 02/19/2025

  It wasn't even shipped with ***** but **** This is laughable. All information was provided. There's no inaccuracies as all you have is the information I've  given you. You ask for receipt its given. You ask for drop off receipt its given. You are just using buzz words to scam me. You don't even know the carrier. You haven't looked into anything and prove it with this message.

  Business Response

  Date: 03/29/2025

  Razer believes that this is a fraudulent transaction. Razer warehouse did not receive the customer's unit and we believe that the package label has been tampered with. We have proprietary information indicating that the laptop was never sent to Razer.

• Initial Complaint

  Date:01/30/2025

  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 mouse which is under warranty and they have made me jump through a ridiculous number of hoops verifying amazon won't take the device back and then getting numerous documents in writing and now demanding that I record a mouse not working making a you tube channel and sending a link to them i just want the device replaced.

  Business Response

  Date: 02/04/2025

  Razer support has investigated the customer's concern. Unfortunately, the customer's unit was purchased from an unauthorized reseller. 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.

  Customer Answer

  Date: 02/06/2025

  They have no proof of any of these accusations and if they would like to examine the device they can have it sent to one of their facilities for examination 

  Business Response

  Date: 02/12/2025

  Based on the customer's proof of purchase, the customer's unit was purchase from an unauthorized reseller. 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. 

  Customer Answer

  Date: 02/18/2025

  We have gone down that path at your advisement and we're sent the response it is not reasonable to expect someone to record a malfunctioning mouse if the device needs to be verified the standard practice is to have technicians check the hardware for tampering and performance

• Initial Complaint

  Date:01/22/2025

  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 July 5 2023 I purchased a Razer Nari Headset via ******, and on December 28th 2024 I filed a warranty request-the act of filing such a request was abhorrently difficult, Razer made it so this option is not easily accessible in a deliberate act to dissuade consumers from filing warranty claims it seems. Furthermore, I had to use an automated chat feature which also told me my warranty was not valid despite the two year warranty on the purchase page, box, and Razer's page. After arguing with the system I got a representative and was forced into the customer service **************************** has customer service designed to drag out a request-it's made this way to make it so I cannot get my item fixed or replaced. Razer is requesting that I send them my item-no method to ship safely (I would need a box) and no guarantees it won't get lost or damaged in transit. Razer then assesses my item and then decides to fix it, replace it, or tell me to deal with it-Razer also offers a hilariously bad option of paying an **** price of my item to Razer itself, AND shipping, and then sending them my "defective" good at the same time, and then they assess to determine if there is a refund. Also, at this time I will note the **** on Razer's site is significantly higher, not only this but Razer's shipping is slow. Disgustingly slow. I ordered from them previously and it took twenty business ******** then, I have had over 21 emails, 8 calls, and been on the phone for roughly six hours with Razer now. I have spoken to countless people who just read from a script and DO NOT help-again, this adheres to what I was saying-Razer wants to frustrate you. To drag it out so warranty ends, or you just get fed up and go elsewhere.I just want my headset replaced or a refund for this faulty product. I've bought dozens of things from Razer, and this is a nail in the coffin for me. I'm absolutely floored with how bad their care is-unless you are swiping a card--Razer does not help you.

  Business Response

  Date: 01/23/2025

  As the customer's unit is still covered by the limited warranty, Razer support will be replacing the customer's unit via the *** process as per our Limited Warranty policy:************************************************** regard to the *** process, more information can be found here: ******************************************************************************1dqj5an*_gcl_au*MTIzMTM3MTI5MS4xNzM2MTg0Mzk1*_ga*NzUxMDI4OTY0LjE3MzQ5ODY1NTY.*_ga_3TRK53PM75*MTczNzY4MDc2MS4xMi4xLjE3Mzc2ODEyMDQuNTcuMC4w&_ga=2.257684747.1015818968.1737680762-751028964.1734986556. The customer may opt for the Standard replacement option or Advanced replacement option.

  Customer Answer

  Date: 01/24/2025

  My request was not ready in the slightest.

  This is absolute insanity. I have repeatedly had issues with Razer not communicating and Razer is continuing to do more of the same. Mindlessly parroting a policy is not going to resolve the issue here when I have no credible trust to place in the company after numerous calls and disputes.

   

  Not to mention I have had representatives lie and say someone "above VIP ************** will speak to me, but other members of that area claim there is nothing above it. So which is it? Am I going to be contacted or not?

   

  Obviously not. Any time I respond to Razer it all starts over again. THIS is why I do not trust your company with sending my headset away or giving you more money. I have no faith that I would get something fixed. I feel I would lose a device that is somewhat running currently to just be gone altogether.

   

  I wish to have someone speak to me. Human to human. 

   

  No more parroting. No more scripts. I need to have a proper dialogue with a proper individual. One who will be held accountable for what they promise me. 

  Business Response

  Date: 02/01/2025

  Razer support has contacted the customer already and a replacement is in progress via RMA RZC-1990283.

• Initial Complaint

  Date:01/20/2025

  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.

  I purchased a $98.40 mousepad from Razer last Dec. 4, 2024 because the purchase included three World of Warcraft (WoW) in-game items. I received three WoW in-game redemption codes from Razer last Dec. 29, 2024. I was able to redeem two out of the three WoW in-game items. The code for the third in-game item (Iron Skyreaver) gave me an error message saying that I'm not in the correct region to redeem the item. I contacted Razer about it starting on Jan. 2, 2025. Their customer service team just kept saying that they're working on it. I posted a negative TrustPilot feedback about my experience on Jan. 9, 2025. That day, Razer reached out to me again to tell me that they're working on this issue. On Jan. 10, 2025, I received a message saying that they fixed the issue and that I could redeem the code. When I tried to redeem the code again, it did not provide me with the appropriate region (U.S.). If I redeemed the code in a different region, I would not have been able to use the code in my WoW game. I let Razer know about this.From Jan. 10, 2025 to today, Jan. 17, 2025, Razer has just been sending me an email everyday saying that they will let me know if there are any updates. I had asked them to provide me with additional information, such as what is causing the delay and if they could provide a more specific estimate of when the issue will be resolved. I have also requested a refund in lieu of getting a functional code. My requests have been ignored. If I do not respond to their daily email saying they're still waiting for updates on my case, they'll assume that my issue has been resolved and close my case without resolution.Razer emails me everyday telling me that they're working on this, and if I don't respond to a daily email, they will close my case without resolution. I'm questioning whether they're actually dedicating any resources to actually fixing my issue, or if they just have me on a daily automated email until I give up pursuing this issue.