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:03/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 subscribed to one of there pcs it took a while but it finally got shipped to my surprise the shipper came to my house with a ******* box that I never ordered and didnt deliver the pc I think he stole it or switch my delivery on accident I told NZXT and also sent ring camera video proof showing the delivery person carrying in a ******* box to my house it has date and timestamp matching the time he marked my packaged delivered in correlation of my ring camera they told they would honor a new order but they cant honor the sale and asked me if Im willing to pick up from the shipper location I agreed I finally replaced the order for them to cancel and not honor what they told me even though it wasnt my fault the delivery driver didnt deliver the package that is bad customer service all around I was really looking forward to my gaming pc but they just serve lies

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted their customer service about the product warranty a few days ago, but I haven't heard anything back.

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Back around July I bought a computer from NZXT it has not worked and has constant errors. I have had nothing but headaches communicating with them, and the thing is basically a brick as it can't run well at all due to constant BSOD and Fatal Errors. They have been asking me to send it back to them, but not only did they sell me expensive packing materials, they want me to disassemble the computer into individual components (such as removing the *** and packing it individually) which is not something I am comfortable doing, and is expensive. They claim to have no contractors that can work on these issues locally. I eventually had to hire a local tech before I had someone take it apart, they figured out the problem was processor degradation caused by them not updating some micro code, a known issue. It's permanently damaged. It should be under warranty, but I am having difficulties working with them as they seem reluctant to do anything, and seem to be trying to run out the warranty. They keep closing my tickets and take forever to respond, it's been 7 months already and I cannot use the computer they sold me for all intents and purposes, and they are extremely unreasonable when it comes to warranty or support as simply covering shipping does not account for the demands for special packing or that the system be dis assembled (and then likely re-assembled when they send it back). I am attempting to attach an E-mail with what the tech I hired shared with me, I'll see if I can find a way to format it properly. The bottom line is that they sold me a defective processor that wrecked itself, and I need that part replaced and I do not want to pay a fortune or risk ruining the rest of my system. They also took 7 months to get to this point. ********* *************** was Geeks2you) is their report on the problem and all information the person I had to hire gave me for verification. Had to forward it to convert it under another E-mail account.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've an active NXzt flex subscription I'm being told I need to pay $1200 to get a replacement PC after my PC was damaged by my adult brother who poured water into the system when police where called I was told it a civil matter I thought nxzt would replace it as they advertise lifetime warranty with there flex subscription but state it something else on there contracts which is considered false advertising to the consumer.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 back in November of 2023 from NZXT. I had a few issues that i chalked up to an issue with the processors that i bought and hoped that thier **** updates would fix it as the released them. I had enough of hoping the **** updates would fix things after they had released 4-5 updates and the issues were getting worse. I opened a support ticket to try and resolve the issues and an RMA for the *** was what the support team said would fix my issue. I send my PC in for a 3 week process and when i received my computer back the same issue persisted and even seemed worse. I opened another ticket stating I had an RMA for RAM and was still experiencing crashing ever ***** minutes. My previous ticket was ignored and the support team wanted me to start from scratch again and check **** updates etc. Upon telling them that i already went through the process of reinstalling everything including windows and that's when they told me it seems to be the known issues with the processor that i have. No offer of replacement was given so i requested a refund. I was told that the return policy is 14 days and that I'm outside the window. I went to NZXT website and could not find the return policy listed anywhere including on the product page for the computer build I purchased. It also is not provided on my email receipt. Per my knowledge this is against the law in the state that i live in as its required for return policies to be posted in clear view. I would like a full refund from NZXT since it feels like they are avoiding resolving my issue. I'm still paying off the Affirm loan on this computer and it doesn't work as advertised. I'd like the refund to pay my loan off and take my business to a company that cares about their customer.

• Initial Complaint

  Date:02/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 gaming PC for my son for Christmas. I hadnt gotten an update on tracking or progression of the order, so I reached out to the company. They told me they see that the package was delivered to my home and signed by *.*****. The time they said it was delivered, I was at work and not at home so theres no way I could have signed for it. I told the company I never received the *** They filed an investigation with *****. I received an email from the company stating the claim with ***** was approved in our favor and I could either have another PC sent to me or get a refund. I opted for the refund because by the time wed get the *** my son would be out of the country. I have still not received this refund and its been over two weeks. I keep reaching out to the company and they are giving me no response or very little response. They cannot give me a timeline on the refund. Id just like my $900 back, please.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 7/19/24, I bought a pre-built computer for $4,185.94 from NZXT **** based out of **********. URL ********************************* 7/22/24: It took 3 days to confirm the order, and they began building it. 7/24/24: They shipped the ** 7/30/24: It finally arrived; thats fine I cant be made at shipping constraints.7/31/24: Ethernet NIC cards link speed was set to 100/100mbps. NIC drivers were **I Ethernet and tech support said it was supposed to be something related to *****. Customer support emailed me the appropriate drivers to manually update, which failed. After several hours of attempts and support they informed me Id need to send the entire computer back for them to fix it. Instead, I opted to buy another NIC and install it myself later (I never ended up doing this because the **** worked fine and gave me 1Gb downloads).Fast-forward 6 months later. Updating the drivers failed NZXT customer support was unable to help me resolve the issue. I tried to install files on the **** drive for the increased space. I started the process of installing on the ** drive and halfway through the downloads, the SSD's failed. I was met with the following error: **/Wabba/ is not accessible. A device which does not exist was specified. I tried to manually delete the files on the ** drive but the drive disappeared from my File Explorer and from the *****I attempted to start over and install on the secondary drive (**). But the same thing happened to the ** drive! It was inaccessible and it disappeared from the ***** 1/7/25: I sent the computer back to NZXT to "repair" it. The told me they replaced the *** and the *** and said it was working fine now.1/28/25: I get the computer back from them after 3 weeks and it's still busted! It has the exact same issues as before. The drives fail and the computer is unusable.1/29/25: I have officially requested a full refund from NZXT and placed a dispute with my bank that will investigate with them. They denied a refund.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Computer part went bad. Contacted NZXT support in late August 2024. Was told I would be given a full refund for my purchase on the condition I send in the failed part for inspection. I sent my part in in September 2024. After a couple weeks (and a couple emails from me asking if they received the part) I was told the refund was accepted and refund would be issued. Three weeks later and no refund. I asked to speak to a supervisor and was passed to a supervisor. She then tells me my complaints are justified and they will be sending the refund request to their accounting department. This was in November. I have sent multiple emails since then requesting a status update and have received only one response that offered no help. They have since stopped responding to my emails. They have my computer part and have already promised me a $200 refund. This whole saga has been going on for 6 months now.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 less than 3 years ago from the company, the computer has stopped functioning. We are working through a warranty to replace the power supply. However I had paid the company $99.00 for professional cable management. As part of the warranty I was told to undo all the professional wiring I paid for as the new power supply cannot use any of the old wiring (Im being given a different power supply as my old one is no longer available). I am not being compensated in any way for the cable management I paid for. It is not my fault their product failed so why am I not also being compensated for the undoing of the professional wiring I paid for as part of the warranty. I feel I am owed something in return for that as well, as I would not have to be undoing it had their product not failed. I have request 2 times to speak to a supervisor to resolve this matter and I was told in email to just write a review. There has been no attempts to discuss my specific problem as I have requested multiple times.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 made an order one ***** for a gaming pc and was told it would ship in 5-10 business days and it never did so I contacted the company and talked to three different people three different times and all of them basically told me different stories and none of them was the truth. They had all told me that my order would be sent express overnight once it was ready to ship due to the huge delay in receiving my product, and I have yet to receive that product and have not been offered any compensation for my troubles and now my order finally updated to shipped today and it not express and I will yet have to wait til January 8th to receive this product.