Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/30/2025

  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 ordered a nearly $4000 ** from nzxt on May 15, 2025. It was advertised as coming with Doom the Dark Ages Premium edition ($99 value) as per nzxts website, I have screenshots. I purchased my pc with a 50 series gpu and was entitled to the game with my purchase. It took nzxt until June 10th, 2025 to get the ** to me, a lot longer then the time frame advertised when purchasing.After setting up my desk and new pc I tried to enter the doom code and it would not work. I have reached out to nzxt for weeks to get a solution, the doom promotion is now expired and I am left without anything. I would accept a $99 refund from my original order, the games value as stated by nzxt. Or I would accept a borderlands 4 code which is the current available promotion for 50 series gpus. As I am left without anything this is a very poor taste left by nzxt. A near $4000 purchase and they do not want to honor their advertisements or ensure a customer is ******************************** has only told me that they won't do anything. Hopefully this complaint will light a fire under them to make things right.

  Business Response

  Date: 10/01/2025

  Hello Aren,
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the frustration you've experienced with your promotional game code and the delay in resolving this issue.

  
  We understand that your PC order placed on May 15, 2025 was advertised to include Doom: The Dark Ages Premium Edition as part of our promotion for systems with 50 series GPUs. We also acknowledge that the delivery timeline exceeded your expectations, and most importantly, that the promotional code provided did not work as intended.

  
  After reviewing your case, we want to make this right. We have issued a Borderlands 4 promotional code to your support ticket, which represents the current promotion available for 50 series GPU purchases. This code should be active and ready to redeem.

  
  We truly apologize that it took escalation to this point to reach a resolution. This does not reflect the level of service we strive to provide our customers, especially on a premium purchase like yours. We should have addressed this matter more promptly and effectively through our standard support channels.

  
  Your Borderlands 4 code is now available in your support ticket. If you encounter any issues redeeming it or have any other concerns, please don't hesitate to reach out to our support team directly, and we will prioritize your case.
  Thank you for your patience, and we hope this resolution helps restore your confidence in NZXT.

  
  Sincerely,
  NZXT

  Customer Answer

  Date: 10/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also regret that it took this long when I was asking for this for weeks. But I appreciate that in the end NZXT provided a solution to ensure their patron was satisfied. This has definitely improved my perception of the company and made me more likely to go with nzxt products and services in the future. 
  
  Sincerely,
  
  Aren Parkhani

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased multiple NZXT Kraken AIO liquid coolers (Kraken 280 and Kraken Elite 280) from Best Buy over the past year and a half. Every single unit has failed with the same recurring issue: the display and fans shut off, the pump stops, and then the unit powers back on. This creates serious overheating risks for my CPU and system stability.I have proof of purchase showing Ive had to replace this product four times. Ive also already gone through one official RMA with NZXT, and the current replacement unit (associated with NZXT Support Ticket #*******) is now failing the same way.I have worked with NZXT support and provided logs, photos, and videos. I have followed every troubleshooting step they asked for, including BIOS updates, USB header swaps, driver reinstalls, and a fresh CAM software installation. Despite this, the issue persists. Their responses have been inconsistent, repetitive, and have not provided a lasting *********** this point, replacing the cooler with another of the same model is not acceptable, as this has already proven unreliable. Desired Resolution:Replace my failing Kraken Elite 280 (covered under Ticket #*******) with NZXTs latest equivalent model, not another Kraken Elite 280.Ensure the replacement is reliable and tested, not the same defective design.Provide a resolution without requiring me to go without my computer for an extended period, as this system is critical for my daily use.Supporting Evidence:Multiple Best Buy receipts showing repeat purchases/returns of Kraken units.NZXT support email chains and ticket history (#*******).Photos and videos documenting the failures.This issue has been ongoing for over a year, and I am asking NZXT to take responsibility by providing a proper resolution and replacing my current unit with their latest working model.

  Business Response

  Date: 09/17/2025

  Hello *****,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We have thoroughly reviewed your case, including support ticket #*******, and we sincerely apologize for the ongoing issues you have experienced with your Kraken AIO coolers and the frustration this has caused.
  
  We understand that you have experienced repeated failures with multiple Kraken Elite 280 units over the past year and a half, including the current RMA replacement unit. We acknowledge that the recurring power cycling, display shutoffs, and cooling interruptions are unacceptable, especially given the potential risk to your CPU and system stability.
  
  After reviewing your extensive troubleshooting efforts, system specifications (Ryzen 7 7800X3D with RTX 4070), CAM logs analysis, and the detailed documentation you provided to our support team, we are actively working with our CAM software development team to investigate this issue further.
  
  Current Status:
  We are currently awaiting a response from our CAM development team regarding your case. Our internal communication with the CAM team includes:
  - Your detailed system specifications and performance data showing CPU utilization at ~50% and memory utilization at ~44% during gaming
  - Confirmation that pressing "Retry" provides only a temporary resolution until returning to games
  - Documentation of the physical hardware symptoms (Kraken screen going black, fans and pump shutting off and restarting)
  - Analysis of your CAM logs and the pattern of failures across four separate Kraken units
  
  Our CAM team initially suspected resource starvation, but your performance monitoring data clearly demonstrates this is not the case. The evidence strongly suggests a hardware or firmware compatibility issue rather than a system resource problem.
  
  Next Steps:
  We are awaiting final analysis and recommendations from our CAM development team, which should provide definitive guidance on resolution.
  
  Resolution Commitment:
  Once we receive the CAM team's response, we will immediately implement an appropriate solution, which may include replacement with a newer generation Kraken model to address the recurring reliability issues.
  
  Timeline:
  We expect to receive the CAM team's response within 2-3 business days and will contact you immediately upon receiving their recommendations.
  
  Our customer service team will contact you on your active ticket as soon as we have a definitive resolution plan from our CAM development team.
  
  We take full responsibility for the product reliability issues you have experienced and appreciate your patience throughout this process. Your detailed feedback has been valuable in helping us identify and address these quality concerns.
  
  If you have any questions about this resolution or need immediate assistance, please contact our customer service department directly.
  
  We are committed to making this right and ensuring you have a positive experience with NZXT products moving forward.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for your reply and for acknowledging that my system is not at fault. I appreciate NZXT taking full responsibility for the repeated failures of this cooler and offering a replacement with a newer model.

  I accept both your apology and the resolution youve proposed. I look forward to receiving confirmation of the replacement details within the 23 day timeframe you indicated. Once the replacement is shipped, please also provide tracking information so I can plan accordingly.

  I appreciate you working to resolve this promptly so I can restore my systems stability without further delays.

  Sincerely,
  ***** ******

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1, 2025, I purchased an NZXT Kraken AIO 240mm cooler through Best Buy. Shortly after installation, the cooler malfunctioned, the pump failed to turn on, and then a small leak developed from the CPU-sided hose. This leak caused my computer to completely lose power and become *************** Buy informed me that the issue was outside their control and redirected me to NZXT. Initially, NZXT appeared willing to assist, but their communication has been so inconsistent and contradictory. At one point, they requested that I send all my PC components, but then they issued an RMA for only one item. I have repeatedly asked whether they intend to compensate me for my entire damaged system or just the cooler, but their answers keep changing.Additionally, NZXT has stated that I must pay for shipping all components for the **** while also disclaiming responsibility for any damage or loss during shipment. Given the unclear instructions on what to send, coupled with uncertainty about compensation, I feel this process is risky and unfair.Resolution I'd like:I want a clear, written statement from NZXT outlining exactly which components they require for inspection, whether they will compensate me for the full damage to my PC, not just the cooler and assurance that I will not bear the risk of loss or damage in transit for items they request.

  Business Response

  Date: 08/13/2025

  Hello ******,
  
  We sincerely apologize for the confusion and frustration you've experienced with our RMA process regarding your Kraken 240mm AIO cooler failure and the resulting possible damage to your system.

  To resolve this matter immediately and provide you with the clarity you deserve, here is exactly what we need and what we will do: You need to send us the defective NZXT Kraken 240mm AIO cooler using the prepaid shipping label we've already provided, and ship all PC components you believe were damaged by the leak using your own shipping method initially (we will reimburse shipping costs, packaging materials, and insurance upon verification). Once we receive and inspect all components to verify the damage was caused by our AIO cooler, we will determine appropriate compensation, which may include reimbursement for verified damaged components at their original purchase price. We will also provide you with a new Kraken 240mm AIO cooler and process any approved reimbursements via ****** within 5-7 business days of completing our inspection.
  

  We have forwarded all required information and next steps to your existing support ticket, and we need you to respond to that ticket to proceed with the resolution process. Your estimated total resolution time is ***** business days from when we receive your components, and while we cannot guarantee specific outcomes before inspection, we are committed to fair compensation if our investigation confirms our product caused the damage to your system.

  Sincerely,
  NZXT

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The refurbished computer I bought arrived un-refurbished and it not in great working condition. There was a lot of fine particulate dust on the inside of the computer, and fans, showing that it was not properly cleaned or inspected. It is louder than it should be. I can't diagnose the cause of the noise, but will be taking it into a repair shop, at my own expense. The computer still works, though. But something is wrong and I will update this complaint with what the repair shop says.The business offered to have the computer shipped back and repaired, but unfortunately, I'm unable to do so, as I need it everyday for work. They refused to offer any extension of the warranty (to cover what I imagine will be a much shorter "lifespan"). The refuse to offer a partial refund.

  Business Response

  Date: 08/13/2025

  Hello ******,
  

  We sincerely apologize for the unacceptable condition in which your refurbished PC arrived and for the ongoing inconvenience this has caused you.

  Upon reviewing your case with our management team, we understand your frustration with our standard RMA process not being feasible given your work requirements, and we acknowledge that our previous service response was not adequate. To address this matter, we have already offered you our best available resolution: expedited repair service with overnight shipping labels both ways to minimize downtime, plus a $50 store credit code as compensation for the inconvenience caused by receiving a substandard refurbished product.
  
  While we cannot extend warranties or provide refunds on refurbished systems, we believe this expedited service approach represents our commitment to making this right within our policy guidelines.
  
  We have already provided these resolution details to your support ticket on August 6th, but have not yet received a response from you. We need you to respond to that ticket to confirm whether you'd like to proceed with the expedited repair process or if you have any questions about the offered resolution.
  
  We genuinely appreciate your patience throughout this process and want to make this right, as your experience does not reflect the quality standards we strive to maintain for our refurbished products.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23650186
  
  I am rejecting this response because: It's obviously a bad circumstance. I get it. And an even worse solution.
  
  You sell a product that doesn't match the price. The customer is forced to use the product for work. And it works, for now, mostly. It fails sometimes. I back everything up on external hard drives every five minutes. And I appreciate the offer to have it fixed.
  
  But the customer can't afford to just buy a whole new computer while you fix the product you sold. And the customer can't afford to be without a computer during the project they needed the computer for.
  
  So you offer to have it shipped. But you won't fix it overnight. And you won't send a loaner computer in the interim.
  
  So the customer is forced to eat the cost. To realize their mistake of dealing with NZXT.
  
  It's how it is. It's life.
  
  And so, the complaint stands.

• Initial Complaint

  Date:07/10/2025

  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 am writing to formally file a complaint against NZXT regarding my unresolved refund issue.I dropped off a return for my order on May 22nd, 2025, and since then, I have not received any refund. Despite multiple attempts to contact the company through email, phone calls, and their online customer service portal, I have not been provided with any update or resolution.The details of the transaction are as follows:Order Number: ****** Return Tracking Number: ************ Date of Return: May 22, 2025 Amount to be Refunded: $5629.98 I have given the company ample time to process my refund, yet I continue to receive generic responses with no concrete answers or action taken. At this point, I am extremely frustrated with the lack of accountability and customer service.I am requesting the following:1. Immediate processing of my refund.2. A clear and detailed explanation as to why this issue has not been resolved despite the significant amount of time that has passed.I appreciate your prompt attention to this matter, and I hope that NZXT can be held accountable for their failure to resolve this issue in a timely manner.Thank you for your assistance.

  Business Response

  Date: 07/16/2025

  Hello Akem,
  
  We sincerely apologize for the extended delay and frustration you have experienced with your refund request. We understand how unacceptable this situation has been, and we take full responsibility for the lack of timely communication and resolution.
  We want to provide you with a complete update on your case (RMA #RA2505108483, Order #******).
  
  Your return was picked up by ***** on May 22, 2025 (Tracking #************), and when the package failed to arrive at our facility, we immediately filed a missing package claim with *****. We have been actively working with ***** throughout this process to locate your return, and we are pleased to inform you that the missing package claim with ***** has now been approved.
  
  With the claim approval, we can now proceed with your refund. Your case has been escalated to our finance team for processing of the full $5,629.98 refund. Once processed, you can expect to receive your refund within 5-7 business days, and we will notify you immediately once the transaction has been completed with full transaction confirmation details.
  
  We acknowledge that our communication during this process fell far short of the standards you deserve as our customer. While we were actively working to resolve the shipping issue with *****, we should have provided you with more frequent and detailed updates throughout this extended period.
  
  We deeply regret the inconvenience this has caused you and appreciate your patience during this frustrating experience. We are committed to making this right and ensuring you receive your full refund without further delay.
  
  Our team will monitor this case until full resolution is confirmed, and if you have any immediate questions or concerns, please don't hesitate to contact us directly.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:07/03/2025

  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 purchased a refurbished PC from NZXT on June 20th, 2025, order number #******, for $1,359.00. When I received the *** it was defective. I have contacted NZXT support multiple times over the past three weeks through email and their support ticket system requesting assistance for a return and refund.They are responding extremely slowly (up to two weeks per reply) and have not resolved the issue.According to their policy, refurbished products should be covered if they arrive defective. I am seeking a full refund for the defective PC or at least an approved RMA so I can return the product for a refund.

  Business Response

  Date: 07/09/2025

  Hello Christofer,
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed your case and would like to provide clarification on the situation.
  
  We want to first clarify that at this time, we have already approved and processed an RMA (Return Merchandise Authorization) for your system on July 7th, 2025. Our team sent you a prepaid shipping label and detailed instructions for returning your PC for repair under warranty. This resolution was provided within our standard support timeframe.
  
  Regarding your refund request, we must clarify our policy for refurbished systems. As stated on our warranty page, "Certified refurbished desktop systems are not eligible for return for refund, all sales are final." This policy is clearly outlined during the purchase process for refurbished products, which typically offer significant cost savings compared to new systems. This policy can be found here: **************************************************************lse46l*_gcl_au*MzY4Njk3NjE4LjE3NDU1MzgyMzE.*_ga*NDY3MjM3MTUuMTczNDY0ODQ2Mg..*_ga_4WZYQZ20MC*czE3NTIwNzk5NjUkbzU3JGcxJHQxNzUyMDc5OTg3JGozOCRsMCRoMA..*_ga_JF3QK006W0*czE3NTIwNzk5NjQkbzY5JGcxJHQxNzUyMDc5OTg3JGozNyRsMCRoMA..#:~:text=Certified%20refurbished%20desktop%20systems%20are%20not%20eligible%20for%20return%20for%20refund%2C%20all%20sales%20are%20final.
  
  While refurbished systems are not eligible for refunds, they are backed by the same comprehensive 2-year warranty as our new systems. When a refurbished system experiences hardware issues, as appears to be the case here based on the third-party diagnosis you mentioned, we honor our warranty commitment through repair or replacement of defective components.
  
  You have been provided with all necessary materials to return your system for warranty repair, including:
  - Prepaid shipping label
  - Detailed packaging instructions
  - RMA agreement form
  - Access to our packaging guide
  
  We encourage you to proceed with the approved RMA process so our technicians can diagnose and repair the hardware issues identified. Our *** team will replace any defective components with parts of equal or higher performance at no cost to you.
  
  We remain committed to resolving this matter through our warranty service and ensuring you receive a properly functioning system.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:06/06/2025

  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.

  On May 7, 2025, I returned a product to NZXT, which they received on May 13, 2025, according to ***** tracking number ************. It has now been nearly a month since the return was delivered, and I have yet to receive my refund.I have contacted NZXT customer service multiple times to request an update. Each time, I receive the same generic, copy-paste response stating that they are working diligently on my refund and that I will receive an update within 23 business days via email. I have never received any such follow-up. Their support team has shown no urgency or accountability, and their responses have been consistently unhelpful.This repeated stalling and lack of follow-through is unacceptable. I complied fully with NZXTs return policy, and they have had possession of the returned product for several weeks. At this point, I consider their inaction to be neglectful and misleading.I am requesting the immediate issuance of a full refund for the returned item.

  Business Response

  Date: 06/18/2025

  Hello ****,

  Thank you for bringing your concerns to the Better Business Bureau regarding your return and refund request for Order #******. We sincerely apologize for the extended delay and frustration you have experienced with your refund processing, and we appreciate the opportunity to address this matter directly.

  After conducting a thorough investigation into your case, we have discovered a significant shipping discrepancy that has prevented the completion of your refund. According to ***** tracking number ************, while the package was delivered to our facility on May 13, 2025, the shipment weight recorded by ***** shows only 1.7 pounds. This is highly unusual, as our gaming PCs typically weigh between ***** pounds when properly packaged. Unfortunately, our warehouse team confirms that no gaming PC was received at our facility despite the delivery confirmation.

  We understand this situation is extremely frustrating and confusing, and we want to assure you that we are taking this matter very seriously. We have immediately filed a formal claim with ***** to investigate this shipping discrepancy and determine what occurred during transit. This type of weight discrepancy suggests there may have been an issue with the shipment that needs to be resolved through the shipping carrier's investigation process.

  Moving forward, we are committed to resolving this matter as quickly as possible. We have escalated your case to supervisor level for direct oversight, and we will provide you with regular, detailed updates on the status of the ***** claim investigation.

  We will contact you with a detailed update on the ***** claim status once it is processed and provide you with a realistic timeline for resolution. If you have any questions or need additional information about this investigation, please contact our support team directly and reference your escalated case status.
  
  We sincerely apologize for the inconvenience this has caused and appreciate your patience as we work to resolve this shipping investigation matter.
  
  Respectfully,
  NZXT

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23434654
  
  I am rejecting this response because:
  
  
  Thank you for the response, but I must strongly reject NZXTs resolution.
  
  While I understand that NZXT claims there was a weight discrepancy in the return shipment, I have no control over what may have happened in FedExs possession after I dropped off the package. I followed the return process exactly as instructed and have proof of my drop-off receipt, as well as tracking information ****** Tracking #************) confirming the package was delivered to NZXTs facility on May 13, 2025.
  
  It is not my responsibilitynor should I be penalizedif something occurred during ******* handling of the shipment. That is an issue between NZXT and the shipping carrier. Ive fulfilled my obligation as a customer by returning the product through the proper channels, on time, and with documentation to support it.
  
  Despite numerous attempts to resolve this directly with NZXT, I have received nothing but delays, empty promises, and no refund. Meanwhile, Im being forced to make credit card payments for a product that I no longer have. It has now been over a month since the return was delivered, and this situation remains unresolved.
  
  I am requesting a full refund without further delay. NZXT can and should pursue their claim with ****** but I should not be financially responsible for a shipping issue that occurred after I fulfilled my end of the return.
  
  I expect this matter to be escalated and resolved immediately.
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/02/2025

  Hello ****,
  
  Thank you for your response regarding your return and refund request for Order #******. We understand your frustration with this prolonged situation and appreciate your patience as we have worked to investigate the shipping discrepancy through the proper channels.
  
  We have received an update on the formal claim we filed with ***** regarding the significant weight discrepancy in your return shipment. Unfortunately, ***** has denied our claim (Reference #C-195058928) after conducting their investigation. The denial means that ***** has determined they are not liable for the discrepancy between the 1.7-pound delivery weight recorded versus the expected ***** pound weight of a gaming PC system.
  
  We understand this outcome is disappointing and that you fulfilled your obligations by properly packaging and shipping the return according to our instructions. However, with ******* denial of our claim, we are unable to locate the gaming PC that should have been delivered to our facility, and we cannot process a refund for merchandise we have not received. This places us in the difficult position of being unable to assist further with your refund request through our standard processes.
  
  Given the circumstances and ******* claim denial, we recommend that you contact ***** directly at their customer service line to discuss this matter further. You may be able to provide additional supporting documentation regarding the contents and weight of your original shipment that could support a separate claim or investigation.
  
  Additionally, you may wish to contact your credit card company or bank to discuss this situation, as many financial institutions offer purchase protection or dispute resolution services that may be applicable in cases involving shipping issues or undelivered returns. They may be able to provide assistance or guidance on recovering the funds while the shipping matter remains unresolved.
  
  We sincerely apologize that we cannot provide a more favorable resolution to this matter. The shipping discrepancy and subsequent claim denial have created a situation beyond our standard return and refund procedures. We appreciate your understanding of our position and hope that the alternative resolution paths we have suggested may provide you with the assistance you need to resolve this matter satisfactorily.
  
  Respectfully,
  NZXT

• Initial Complaint

  Date:06/04/2025

  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 purchased a custom NZXT ** for over $5,200 on July 20, 2024. From the moment I received the system, it had major issues constant freezing/crashing and a malfunctioning *** fan.I contacted NZXT support and eventually sent the ** in for repair. Before shipping, I notified NZXT that I was moving and provided a new address. However, they still shipped the ** to my old address, which caused a nearly 1-month delay in getting the system back.When I finally received it, the system was:Returned dusty inside and outside Missing accessories, including the Wi-Fi antenna The *** fan issue remained unresolved I requested a full refund due to:Product defects present from day one Mishandled repair and return process Unacceptable return condition and incomplete resolution NZXT refused, citing a 14-day refund window even though the issues were reported immediately and the delay was caused by their shipping error. They only offered a $109 assembly fee refund and another attempt at repair.I believe this is unacceptable customer service for a high-value purchase. I'm requesting a full refund, or at minimum, a substantial partial refund to reflect the poor experience, delay, and unresolved issues.

  Business Response

  Date: 06/18/2025

  Hello Sung,
  
  Thank you for bringing your concerns to the Better Business Bureau. We take all customer feedback seriously and appreciate the opportunity to address your complaint regarding your NZXT gaming PC purchase (Order #******, Support Ticket #*******).

  After conducting a thorough review of your case history, we respectfully maintain our position that we cannot provide a full refund for your system. Your PC was purchased on July 20, 2024, and our established return policy allows customers 14 days from the delivery date to request a return for refund. While we understand you experienced technical issues with your system early on, including freezing, crashing, and RGB fan problems, a refund request was not initiated within this policy timeframe. This 14-day return window is clearly communicated at the time of purchase and is applied consistently to all our customers as a standard business practice necessary for our operations.
  We do acknowledge several service shortcomings that occurred during your repair experience, and we sincerely apologize for these issues. First, we recognize our error in shipping your repaired system to your previous address despite receiving your updated shipping information, which caused an unnecessary month-long delay and significant frustration. Second, we acknowledge that your system was returned in less than acceptable condition, appearing dusty and requiring cleaning. We provided guidance on proper cleaning methods using appropriate products. Third, there was confusion regarding accessory handling during the repair process, and we understand your disappointment with the missing items.
  
  In recognition of these service issues and your overall experience, we have made several extraordinary efforts to resolve your situation. We approved a second *** with expedited shipping both ways and placed your system in our priority repair queue to ensure the fastest possible resolution of the technical issues. Additionally, we offered a full refund of your $109 assembly fee as a goodwill gesture to acknowledge the inconvenience you experienced.
  
  While we empathize with your frustration regarding this experience, we must maintain our established policies that are applied fairly and consistently to all customers. When customers experience technical issues outside our return window, our standard process is to provide comprehensive repair services under warranty to restore the system to proper working condition. We believe our current offer of the assembly fee refund, combined with expedited priority repair service, represents a fair and reasonable resolution given the circumstances of your case.
  
  We remain committed to resolving the technical issues with your RGB fan and any other system problems through our repair process. Our team is prepared to work diligently to ensure your $5,200+ investment functions exactly as it was designed to perform. We respectfully ask that you allow us to complete the repair process so we can restore your confidence in both your system and our service.
  
  If you have any questions about our resolution offer or the repair process, please don't hesitate to contact our support team directly. We are here to help ensure your gaming PC meets the high-performance standards you expect from NZXT.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23426469
  
  I respectfully reject NZXTs response.
  

  While I understand the companys return policy, my situation is not about buyers remorse or late cancellation it is about receiving a defective and unstable product from the beginning, and NZXTs failure to provide a reliable system even after extended support and repair attempts.
  

  The freezing/crashing issues began shortly after I received the *** and I initially attempted to fix them by updating drivers and reinstalling Windows. When that failed, I contacted NZXT support. They responded with a troubleshooting guide, asking me to reinstall Windows and GPU drivers. I followed all their instructions exactly, but the issues persisted.
  When I eventually shipped the ** in for repair (as agreed), NZXT told me they had identified the cause as a *** malfunction and replaced the **** They did not explain the nature of the *** failure or why it happened on a brand-new machine.
  

  In parallel, I reported the *** fan malfunction immediately and followed their guidance to reconnect the fan, which also failed.
  

  Due to school and work obligations, I was unable to ship the system right away but I notified NZXT of the defects early on, and they began support steps during that time. The return process was further delayed when they shipped the ** to the wrong address despite being informed of my new location, which caused nearly a month-long delay.
  

  Since receiving the ** back, Ive experienced repeated shutdowns. I now have documented proof of critical system failure through Windows Event Viewer logs (including Event 41 ************** confirming unexpected shutdowns and instability even when idle.
  Ive acted in good faith and given NZXT multiple opportunities to resolve the issue. I am now requesting either:
  A full refund, or
  At minimum, a substantial partial refund to reflect the ongoing failures, downtime, shipping errors, and degraded value of this machine.
  If this cannot be resolved through BBB, I will pursue additional avenues, including small claims court. Thank you for reviewing my case.
  
  Sincerely,
  
  **** **** ****

  Business Response

  Date: 07/02/2025

  Hello Sung,
  
  Thank you for your additional correspondence regarding your gaming PC purchase and the ongoing technical issues you've experienced. We have carefully reviewed your recent message and understand your continued frustration with the system's performance, including the Event 41 ************ errors and shutdown issues you've documented.
  
  While we genuinely empathize with the difficulties you've encountered, we must respectfully maintain our position that we cannot provide a full refund for your system. Your PC was purchased on July 20, 2024, and our established 14-day return policy remains a fundamental business practice that we apply consistently to all customers. We understand that you believe the defects were present from day one, but when technical issues are discovered after our return window has closed, our standard process is to provide comprehensive warranty repair services to restore the system to proper working condition.
  
  We do acknowledge that our service during your repair experience fell short of our standards, particularly our error in shipping your system to the incorrect address despite receiving your updated information, which caused the month-long delay and additional frustration. We also recognize that your system was returned in less than acceptable condition and that there was confusion regarding the missing accessories. These service shortcomings were unacceptable, and we sincerely apologize for the impact they had on your experience.
  
  Regarding the technical issues you continue to experience, including the system shutdowns and Event 41 errors, we take these concerns very seriously and are fully prepared to address them through our warranty repair process. Our technicians previously identified and replaced a malfunctioning CPU during your first RMA, but we understand that additional issues have emerged since then. We remain committed to providing a comprehensive diagnostic and repair service to resolve all remaining problems, including the *** fan malfunction that has persisted throughout this process.
  
  In recognition of the service issues and your overall experience, we are prepared to process an expedited RMA immediately with both expedited shipping and priority repair queue placement to minimize your downtime. We will also maintain the $109 assembly fee refund we previously provided as a goodwill gesture. Our repair team is ready to conduct thorough diagnostics on your system to identify and resolve the root cause of the ongoing stability issues, and we will ensure proper quality control before return shipment to prevent the condition problems you experienced previously.
  
  We understand your preference for a refund solution, but we believe our current offer of expedited priority repair service, combined with the assembly fee refund, represents a fair and reasonable resolution that will ultimately provide you with the fully functional $5,200+ system you purchased. We respectfully ask for the opportunity to complete this repair process and restore both your system's performance and your confidence in our service.
  
  Please let us know if you would like to proceed with the expedited RMA so we can begin resolving these technical issues immediately.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In late February, I was supposed to receive a PC from NZXT, Inc., but the item never arrived despite the tracking saying it was delivered. I contacted NZXT and received no response for over a week. On 3/18/2024, I filed a dispute with ***********. I submitted all requested documents, including a signed statement confirming I did not receive the item or authorize anyone to receive it, on 4/17. *********** later claimed this document was missingthough I submitted everything together through their secure link. I only found this out after I followed up on 5/9 and promptly resent the statement. On 5/15, they denied the dispute, stating it was past the 60-day window, despite my timely submission. They acknowledged their failure to notify me. Meanwhile, NZXT has refused a refund and continues to delay by relying solely on ****** investigation instead of compensating me while that process unfolds. This issue has now gone unresolved for nearly 3 months. I am seeking help from BBB to obtain either a full refund or a replacement PC.The PC is a nzxt PC that was over 5000 dollars.

  Business Response

  Date: 05/21/2025

  Hi *******,
  
  Thank you for your continued patience. We understand this has been an incredibly frustrating and drawn-out experience for you, and we sincerely apologize for the significant inconvenience and delay. We recognize the value of your order, and it's clear this situation has been unacceptable.

  We've reviewed the entire history of our communication and your experience with ***********. We understand that the chargeback was denied due to a document issue on their end, which further complicated an already difficult situation.

  While we typically rely on the courier's investigation for packages showing proof of delivery and a signature, we agree that the ***** investigation has taken far too long and hasn't led to the timely resolution you deserve.
  
  Our priority is to get this resolved for you. We're taking immediate action to move past the delays and find a concrete solution:
  - Elevated Internal Review: Your case has been escalated for an urgent, high-level review within our company.
  - ***************** Follow-Up: We're putting increased pressure on ***** to finalize their investigation. We've stressed the critical nature of this delay and its direct impact on you.
  
  You've been incredibly patient and cooperative, and we truly appreciate you providing all the information requested. We're determined to make this right.

  Thank you for your continued patience as we work to finalize this.

  Sincerely,
  NZXT

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23342694
  
  I am rejecting this response because:

  I would like to emphasize the extended duration of this investigation, which has been acknowledged multiple times in NZXTs responses to this BBB claim. Prior to initiating this formal complaint, I received the same explanation directly from NZXT support, yet the matter remains unresolved.
  
  
  At this point, I am still without the ** I purchased and have not received a refund or replacement. The continued delay, particularly due to the pending ***** claim, has left me without either the product or my funds.
  
  
  Given the length of time this issue has persisted, I respectfully request that NZXT internally approve a replacement unit to bring this matter to a fair and timely resolution. Relying further on the ***** claim process only prolongs the situation unnecessarily.
  
  
  Thank you for your attention to this matter
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/22/2025

  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 reached out to customer server to get a return merchandise for this order and was told I have to wait greater than 30 days to return the item.The website says you have 30 days for a return. This contradicts what support has told me. I just want to return the item.

  Customer Answer

  Date: 04/24/2025

  Can we please close this complaint. I still disagree with the business telling the customer they have to wait 30 days to return while they're policy says you have a 30 day window but I've decided to keep the product. My complaint stands but I no longer want a refund.

  Thank you Anthony ******** complaint id ********