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:11/04/2025

  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 submitted a warranty (RMA) request to NZXT for my motherboard (Serial: ************* around mid-September 2025. I believed the product was defective. After providing photos, proof of purchase, and completing all required steps, NZXT approved my RMA (RMA# RN2509111861) and emailed me a prepaid ***** shipping label. I sent the motherboard back promptly.Once NZXT received the item, I was later informed that they could not send a replacement because the motherboard model was discontinued. They told me a refund would be issued through ****** instead. That communication was over a month ago.Since then, I have repeatedly followed up through their support ticket. Each time I receive the same reply, that the accounting team is still processing it. Despite their acknowledgment that the refund was approved, no payment has been issued as of today. I have also noticed their responses have become slower and less frequent.This delay has left me without a working motherboard for my main desktop computer. Ive been without the product or refund for several weeks, and there is no clear resolution timeline. Ive maintained polite communication throughout the process and have provided all requested information, including my ****** account ********** filing this complaint to request that NZXT complete the refund they approved, and to highlight the extended delay and poor customer communication. I own multiple ********************** products (two other motherboards, two cases, fans, and coolers) and this experience has caused serious concern about their warranty and support reliability.

  Business Response

  Date: 11/07/2025

  Dear Mr. ***************** want to start by sincerely apologizing for the unacceptable delay and frustration you've experienced with your RMA refund. After reviewing your case thoroughly, we can see you've been waiting over six weeks since returning your motherboard, and more than a month since being approved for a refund. This is not the level of service we strive to provide, and we take full responsibility for the extended delays and lack of clear communication throughout this process.
  
  You did everything right, you provided all required documentation, shipped the product back promptly, and remained patient despite repeated follow-ups that only received the same "accounting is processing" response. We understand how this impacted your ability to use your main desktop computer during this entire period.
  
  We can confirm that our accounting team successfully processed your ****** refund on November 6, 2025. The payment should now be reflected in your ****** account. If for any reason you have not received it, please contact us immediately, and we will investigate with our payment processor right away.
  
  We sincerely apologize that we failed to proactively notify you once the refund was completed. You should never have had to file a BBB complaint to get confirmation about your refund status. This represents a significant failure in our communication process that we will be addressing internally.
  
  As a long-time NZXT customer with multiple products (motherboards, cases, fans, and coolers), you deserved much better handling of this warranty situation. The extended processing time and lack of transparent communication are issues we are committed to preventing from happening to other customers.
  
  Thank you for your patience throughout this difficult process. We truly value your business and hope we can rebuild your confidence in NZXT's customer support moving forward.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:10/23/2025

  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 NZXT Kraken X73 cooler on Nov 24, 2022 from ******. On July 2025, it started to have bubble noise badly. I tried to fix it multiple times and the noise still comes back. I started warranty on 9/23/2025, NZXT started *** process, but they are not willing to send replacement first, so before I receive the replacement my system will be down. So I sent my part and they received on 10/3. They told me replacement is in stock, but they are not able to send it for more than 2 weeks. on 10/1, I explicitly messaged them I found their return label is missing my apartment number and I sent my full address and requested them to update. Since my system is not able to run, I requested a refund but NZXT are not willing to do so. After a long delay, NZXT shipped my part on 10/18. On 10/23 **** notified my the package is returned because of insufficient address. The whole *** process is full of frustration and is a waste of time. My system is not able to run for more than a month and will be longer now. Since NZXT have my original product now, and they are incapable to give me the replacement, considering this *** process is taking way beyond reasonable time, I would like request a full refund of this product, and no long want to have the *** replacement.

  Business Response

  Date: 11/07/2025

  Dear Mr. ****************** style="font-size: 0.875rem;">Thank you for your BBB complaint. We have reviewed your case thoroughly and would like to address your concerns.
  
  We acknowledge that there were delays in your RMA process, including a shipping address error that resulted in the package being returned. We apologize for these service issues.
  
  Regarding Your Refund Request:
  As communicated multiple times during our correspondence, NZXT's warranty policy provides for repair or replacement of defective products only. We are unable to process refunds for warranty claims, as clearly outlined in our warranty terms at *****************************************, which states:
  
  "NZXT's sole obligation and liability under this warranty is limited to the repair or replacement of a defective product at our option. NZXT shall not, in any event, be liable for any incidental or consequential damage."
  
  Resolution:
  We have fulfilled our warranty obligation by shipping your replacement Kraken X73 RGB 360mm cooler via ***** with tracking number ************. The replacement unit was shipped with expedited delivery to ensure you receive it as quickly as possible.
  
  This case has been resolved in accordance with our warranty terms. Should you have any issues with the replacement unit once received, please contact our support team.
  
  Sincerely,
  NZXT
  

• Initial Complaint

  Date:10/21/2025

  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 computer from this company last year. Has an issue with the computer called their customer service department and they told me to send it back to them and they will fix it. They have my computer for over a month already. Where the customer service keeps going back and forth saying the computer was damaged first he said the glass panel was broke and it was because of the packaging. I had the original box the computer was sent with all the padding and sent it back that way. Then he said the glass panel was not broke but the fan was loose once again everything was in tact when I sent I. The original box. Keep asking for updates on my computer and I get nothing but a run around. Finally I called the customer where when someone answers they hang up on me twice when I tried to get a supervisor to speak with

  Business Response

  Date: 11/07/2025

  Hello Mr. ******************* you for bringing your concerns to our attention. We sincerely apologize for the frustrating experience you've had with your computer repair and our customer service. You deserved much better support, and I'm sorry we fell short of your expectations.
  
  We apologize for the back-and-forth messaging and lack of clear updates while your computer was in for repairs. You should have received consistent, accurate information throughout the process, and we understand how confusing and frustrating the conflicting explanations about the glass panel and fan must have been.
  
  Being Hung Up On: This is completely unacceptable. We're truly sorry you experienced this when trying to reach a supervisor. Every customer deserves to be heard, especially when they're already experiencing difficulties.
  
  Current Status: We've reviewed your service tickets, and we can see that:
  - Your computer was returned to you
  - During your call with ******, a loose fan issue was identified via video support
  - The mounting clips/springs needed to secure the fan were missing from the packaging
  - We immediately processed an order to send you the replacement mounting hardware at no charge
  - These parts were expected to ship within 3-5 business days
  
  Next Steps: We would like to personally ensure this is resolved for you. Could you please let us know:
  - Have you received the replacement mounting hardware yet?
  - Is your computer now functioning properly, or are there any remaining issues?
  
  If you haven't received the parts or are experiencing any other problems, please respond with your current status, and we will prioritize getting this fully resolved for you immediately.
  
  Again, we apologize for the poor communication and service you received. We value your business and want to make this right.
  
  Sincerely,
  NZXT

• 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:09/09/2025

  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.

  Asked for a price match a month ago and am getting strung along with no resolution. Back to school isnt a holiday, idk what the hold up is but it sure is taking an embarrassingly long time.

  Business Response

  Date: 09/17/2025

  Hello ******,
  
  Thank you for bringing your concern to our attention through the Better Business Bureau. We sincerely apologize for any confusion regarding your price match request and the delay in communication.

  We are pleased to inform you that your $250 price match refund was successfully processed on September 13, 2025. The refund should appear in your original payment method within 3-5 business days from the processing date.
  
  We understand your frustration with the timeline and lack of clear communication during this process. Customer satisfaction is our top priority, and we recognize that we fell short of your expectations in keeping you informed about the status of your request.
  
  If you have any questions about your refund or if you don't see the credit reflected in your account by September 20, 2025, please don't hesitate to contact our customer service team directly.
  
  We value your business and appreciate your patience. Thank you for giving us the opportunity to make this right.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23861311
  
  I am rejecting this response because: I need an explanation as to why a company that claims "Customer satisfaction is our top priority" strung me along for weeks, and why they falsely claimed their issue was not keeping in touch with me. They kept in touch, but only to remind me nothing had been done. I have several screenshots that prove this, attached to this complaint.

  Please explain.

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

  Business Response

  Date: 10/01/2025

  Hello ******,

  Thank you for your follow-up and for providing the screenshots. You're absolutely right to call out the discrepancy in our previous response, and we appreciate you holding us accountable.

  You're correct. The issue wasn't a lack of communication. Our team did stay in touch with you, but as your screenshots clearly show, those communications simply confirmed that nothing had progressed. That's not acceptable, and we should have been more accurate in our initial response to you.

  Here's what happened: Your price match request fell into an extended approval process that took far longer than it should have. While our team kept you updated on the status, we failed in the most important aspect: actually resolving your issue in a timely manner. The repeated "still processing" updates without meaningful progress understandably felt like being strung along, because that's essentially what occurred.

  This represents a failure in our internal processes, not just our communication. When we say customer satisfaction is our top priority, we need to demonstrate that through action and reasonable timelines, not just words. In your case, we didn't live up to that standard.

  We're reviewing our price match approval workflow to prevent similar delays for future customers. While we're glad we ultimately processed your $250 refund, we recognize that the weeks of waiting and lack of progress you experienced were unacceptable.

  You deserved a straightforward answer and quick resolution from the start. We're sorry we didn't provide that.

  Sincerely,
  NZXT
  

  
  

• 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