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:09/07/2023

  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 computer case, an H1 v2 and the *** wouldn't run. The "All In One" cooler is a detrimental part for the ** to run. I contacted customer service and was told I had to mail the unit back and it would take up to 3 weeks to have one sent back. I offered to purchase the unit (because you can't purchase this specific ***, customer services basically is a fence between you ant the specific ***-the only way to get it is in the case) and get refunded when my unit arrives. Apparently his has been common practice but when I asked multiple times if there was any way to expedite this there was no solution. Great, I sent my unit back immediately and I purchase a new one.Over a week goes by and I received the *** with no 140mm fan on the radiator after I was assured it would be. More phone calls, we'll send one immediately. Days go by--nothing. I call back, oh--it was jammed up in the system we're sending it today. It gets sent the next day. Another week goes by and the fan finally arrives. From looking at the original *** there seems to be a bracket that goes over the fan and it attaches to the radiator. This fan didn't include the bracket, it didn't even include screws.I am now being told that the part has been discontinued, yet you can purchase the cast for $400 on their website. I can only assume that the employees are not at all familiar with their products (despite asking me to waste time sending pictures and videos of a system shut down because the *** gets too hot because the *** wasn't functioning, risking my $400 *** getting fried) or that they're just either completely negligent, likely both. I've asked multiple times to have the parts from the original *** shipped back so I could just use them and they keep telling me that it's "being processed".I would just like to have my money back for my *** and to get the $10 bracket and screws shipped to me--it's been nearly a month at this point, over a piece of plastic, this is 2023 it's not the dark ages.

  Business Response

  Date: 09/12/2023

  Hi ****,
  
  Thank you for your continued patience, we are very sorry about the difficulties you faced with your part replacement.
  
  At this time, our team has investigated your inquiry and will be trying our best to make this right by sourcing the part you need for your original replacement.
  
  You should receive tracking information very soon with this information, and if you had any additional questions please let us know.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:08/23/2023

  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.

  PC did not work upon arrival, Company was called, they asked us to do several things to computer which were done, still did not work. They asked us to open it up and I declined as I didn't want them to say the warranty was voided. We requested to send it back, it was shipped in the original inside box, with the white styrofoam around it and the grey foam on top of it. It was taped throughly and taken back to the *** store per there request. They sent an email stating the computer was damaged inside. I have no way of knowing since we never opened up the computer, that could have been the problem from the beginning. They refuse to fix or replace as they say it wasn't sent back in the original package, which it was except the outside box as it was torn. They are stating that I need to pay **** to have it fix. It did no work on arrival and there only thing is because it wasn't shipped in the original box they won't fix or replace it. It was a ******* computer that we expected to work when it got to our house, not have to jump through hoops to have it fixed.

  Business Response

  Date: 09/05/2023

  Hi ******,

  Thank you for your patience, we really appreciate it.
  
  After investigating, it appears the system was sent back to ** with improper packaging, including a missing inner instapak foam and outer box, which is required to keep the system safe when shipping as outlined in the *** agreement and packaging instructions:
  ***********************************************************************
  
  Unfortunately, because of this improper packaging, there was substantial damage to the system and our *** team was unable to process any *** for repairs. Our *** team tried their best to clear out any broken glass, repackaged the system, and sent it back.
  
  Your system appears to have been shipped back to you with the following tracking information:
  *****************************************************************************************
  
  Please let us know if you had any additional questions or concerns.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20508660
  
  I am rejecting this response because:As stated outside box was damaged, we called immediately and were given suggestions to fix it, which i was hesitant to do as it was promised as a plug and play **, the ** was shipped back in the inside box with all the white packing foam and the grey softer foam around it and taped very carefully, it was taken to the *** return and sent back. I would have assumed for ******* if it had been packed properly the first time it would have worked when it got here. It did not and we did not want to play with it and void the warranty. Again is was shipped back with the white hard foam and the grey soft foam all around it. I find this reasoning to just be a reason not to fix something that should have worked to begin with.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/06/2023

  Hi ******,
  
  Upon careful review of your ticket and images of how the system was returned, it appears the original packaging materials were not fully utilized which caused severe impact damage to the case, internal components, and front and right glass panels. As stated in our RMA guidelines, all original packaging is required to prevent damage during transit. This includes the outer brown shipping box, inner cardboard box, foam inserts, and inner expanding instapak foam.
  
  While we understand your hesitation to repackage the unit yourself, our customer service team is always available to assist with proper reboxing and packaging. Had we been alerted that new materials were needed, we would have happily provided them to you free of charge.
  
  Please know it was never our intention to invalidate your warranty or avoid addressing any issues. We aim to resolve every customer query with understanding and care.
  
  Kind regards,
  NZXT
  
  

• Initial Complaint

  Date:07/31/2023

  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.

  Bought a **** dollar **, *** breaks, sent it to them for a repair, get it back, *** gets hotter than the the last, asked them, it was "normal" the clip for the rail is missing, *** breaks, again, sent it back also asking for a new motherboard and ***, they said they replaced it, comes back dented "in shipping" when the ** was completely surrounded in foam, the rail that holds the *** is still broken, and isn't in the original packing, they won't let us get a refund and we need to send it back again. This all happened since this December 2022.

  Business Response

  Date: 08/07/2023

  Hi ********,
  
  Thank you so much for your continued patience, we are so sorry to hear about the issues you've experienced with your **.
  
  We will try our best to take care of your situation and hopefully turn this poor experience around for you.
  
  At this time, it looks like we are awaiting your system to receive and complete any required repairs or exchanges. Our team will try their best to make these happen as soon as possible and get the ** sent back in optimal performing condition.
  
  We appreciate you a lot and will update you with more information as it comes in.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 08/08/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/30/2023

  Type:Order 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.

  Date of purchase: 9/18/2022 Order number: ****** Order total: $1162.99 Product: exclusive H710 PC Ticket number: ******* Problem: PC started to have issue with crashing a few months in, I put in a support ticket in April of 2023. After doing some troubleshooting for the company they determined it was a bad GPU (PC component) so they issued an RMA. I sent the component into the company, they sent a new component out supposedly. I never received the component so I let the support personnel know, they put in a claim with the shipping company. Shipping company issued the claim. NZXT support said they would send a new card out overnight, still have not received a shipping confirmation or status update.

  Business Response

  Date: 06/30/2023

  Hi ****,
  
  Thank you for your patience with us, we are very sorry to see that this happened and will try our best to make this right for you.
  
  At this time, we have reached out to the appropriate teams to make sure this GPU is overnighted to you as soon as possible.
  
  When this tracking information is available, our agents will make sure to get that sent to you.
  
  We appreciate your continued patience through everything.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20258234
  
  I am rejecting this response because:

  This was what the agent on the support ticket said two or three weeks ago. 
  
  Sincerely,
  
  Tien

• Initial Complaint

  Date:06/27/2023

  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'm very disappointed in NZXT's support. Ticket #******* The pump on my liquid cooler gave out and my CPU was thermal throttling. I put another NZXT liquid cooler on and everything was fine, switched back to the original and boom back to 100C and blue screens. I requested an advanced replacement and shipped the defective product back in the original packaging. It has now been two months since the delivery confirmation of the defective pump. $184.99 was charged to my account on April *********. This money has never been refunded. In multiple attempts to contact NZXT Support, I've only been able to reach them by phone once. The woman told me that the product took too long to ship back and that I will not be receiving a refund for the authorized amount. Important dates and events:Ticket Opened: 04/06/23 Account Charged: 04/13/23 Replacement Product Received: 04/24/23 Defective Unit Shipped Out: 05/05/23 Proof of Delivery Obtained: 05/10/23 (** to CA)I understand that I did take my sweet time getting the new one installed, but life happens and things take time. I honored my side of the agreement and returned the defective product. I'm simply asking NZXT to uphold their part. Thank you for taking the time to consider this statement.

  Business Response

  Date: 06/27/2023

  Hi ******,
  
  Thank you for your tremendous patience, we really appreciate it.
  
  We've investigated the ticket number provided and have contacted our accounting team to help with that refund of the advanced RMA.
  
  Very sorry to see this delay occur, we will make sure to take care of this as soon as possible so you can get your advanced RMA deposit back!
  
  Please let us know if you had any additional questions, comments, or concerns and have a great week!
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:05/26/2023

  Type:Product 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.

  Date of Transaction: April 12 Amount of money paid to the business: $3,782.77 Business committed to provide me with a new system the cost would be ******** + Taxes.Made multiple attempts to talk to NZXT support through phones call, emails, web chats about returning product because of a defect upon arrival. They made me troubleshoot and diagnose for them, which I did. No resolution was made as to return the product for service or replacement early on and was later accused of damaging the product due to bad packaging. Their own representative told me before I had shipped out the product that the *** was bad and needed to be replaced, potentially also the motherboard. After I sent the product, they said that the glass of the case broke and caused damage to *** (a PC component) , and motherboard. I asked to run a diagnostic to see if said items were in fact damaged and could no longer operate, but they just told me that it was physically damaged. They havent tried to resolve the problem, gave me the run-around, never explicitly stated return and warranty policies in a way to properly inform the customers, and forced me to go beyond the 30-day period of return. Now, I am forced to pay full-price for incomplete product and damaged product, I should not be forced to pay for an originally non-functioning product. Its unfair they are blaming the bad components on me due to bad packaging. Tried to contact *** but they said I cannot file a claim because I did not make the shipping label. I want either: 1) my full amount of money back, 2) a fully repaired and fully-functioning product as advertised by NZXT with the same specifications of components through the same product originally bought, or 3) a completely new product with "exactly equal or greater components" as per their policy. Order #******/1ZA143509005871732

  Business Response

  Date: 05/26/2023

  Hi *******,
  
  Thank you for your patience, we are sorry to see that this has happened to you.
  
  Unfortunately, it does appear that the system was shipped to ** without the correct packaging materials as stated in the *** agreement provided ***************************************************************************************************** , and did not include proper instapak foam to protect the components during shipment. This resulted in physical damage to the case, GPU, and motherboard. Due to the glass panel also shattering because of improper packaging, the system will need to be scrapped.
  
  At this time, it does appear that our team is trying to find you a similar alternative replacement to your system within our refurbished catalogue to lower any cost associated to the damage caused by the improper packaging of the system.
  
  Our agents are awaiting confirmation of this within the original ticket, and once confirmed we will proceed with shipping the system.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20102752
  
  I am rejecting this response because: I am wanting to repair the ** that as stated by "Ren" are "new case, motherboard, and GPU." 

  NZXT H7 FlowBlack 1 $129.99

  MSI Pro X670-P WIFI DDR5BM-X670PWF-MS0 1 $299.99

  Nvidia GeForce RTX 4080BG-4080000-ND0 1 $1,264.99

  I will pay the total for these parts as these are the parts that are stated by the *** team to have been damaged. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/30/2023

  Hi ******,
  
  Thanks for your patience with everything. Unfortunately, a refund is not an option as our RMA team will be fully disposing of the parts for the safety of our employees. However, we would like to offer you two alternative options to choose from:
  
  You have the opportunity to purchase a new ** with the same specifications at a discounted price. This will ensure you can still acquire a replacement system that meets your needs.
   
  Alternatively, you can choose to return the ** in its current condition. Our team will be happy to assist you with the return process.
   
  We understand that these options may not meet your initial expectation, but due to the circumstances, they are the available solutions at this time. Please let us know your preferred choice so that we can proceed accordingly.

  Kind regards,
  NZXT

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20102752
  
  I am rejecting this response because:
  I bought and paid for those parts and they are throwing them away. Not giving me a full diagnostics ,do those parts still work? What about the other parts? Why are they throwing it away if it still functions and I paid for it? I asked for a full diagnostic with images of those same parts, with videos, photos and images to verify that its the same part. They are not willing to give me verification of the parts that are damaged and checking the other parts. Why must the whole thing be scrapped if the other parts are not a component of the whole computer.? This doesnt make any sense. Also, they are insured for the damaged parts, so they arent the ones losing money because they have insurance, I  was told I had warranty on the parts too! I paid for this with my hard earned money! They are stealing my money! Thieves! Sinners! God shall condemn them! 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing the complaint, because it was charged to my credit card, however the order was in my son's name. He has tried to work with the company however has been told they will do nothing to resolve the issue.Purchased a custom build computer on 5/2/2023 at 10:56 am PST, Order #******. I purchased (my credit card) BLITZ MODE (NA), which states on the website - Orders placed by 1:00PM (Mon-Fri) ship same day. Orders placed after 1:00PM (or on Sat-Sun) ship following business day. Blitz Mode includes **************** fees. This cost an additional $90 to the already large cost of $4,800 for the computer. An email was received stating it would be shipped on 5/2/2023. Later that day I received an updated ship date of 5/3/2023. The company chat support was contacted them late on 5/3/2023, when it still showed as unshipped. At that point the answer given was it was shipped and that it only had to ship within 48 hours. This is not what is stated on their site, when purchasing this add on. Also the item had not shipped and only a shipping label had been created. A request was made for a refund of the $90, since the service was not received or the shipping be expedited. At that point the answer was no, but they would ask the "leads" and respond later. They responded at 10:46 am on 5/4, after the item had actually finally shipped with the following. "I've already contacted our leads, and we are extremely sorry to inform you that we are unable to satisfy your request for a refund for the Blitz Mode because the product already shipped and was on its way to you." This is unacceptable, as the issue is still the same, they did not provide the service that was paid for. They obviously do not care about their customers, based on the fact that we are arguing about $90 from an almost $5,000 purchase. I wish I had read the multiple complaints on BBB before this purchase. Attached is the original email received, chat, screenshot of add on w/cost and purchase doc.

  Business Response

  Date: 05/05/2023

  Hi ****,

  Thank you for your continued patience, we really appreciate it and apologize for the delays you experienced.
  
  As you ordered with blitz before 11 AM, your PC definitely should have been built and shipped out from our warehouse that same day, which it unfortunately did not.
  
  Because of this, we've requested that you receive a refund for the blitz fee you paid, and this should be visible on your original form of payment.
  
  It appears that your system is now in its way and we hope it arrives quickly so you can be up and running in no time.
  
  Please let us know if you had any additional questions or concerns and have a great weekend.

  Kind regards,
  NZXT

  Customer Answer

  Date: 05/05/2023

   
  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 wish that the response had come when I originally contacted customer support and that I had not needed to go through this process.  I appreciate that the company has agreed to a reasonable resolution.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:04/28/2023

  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.

  Purchased the ** and plugged it in. I noticed loose pieces of metal inside the case and the inside of the case was scratched up. During set-up the ** blue-screened. I contacted NZXT and searched for ways to resolve the issue myself. I resolved the main issue (blue-screen) myself, but had a call with NZXT on two scheduled occasions where they remote-repaired my **. Every time I tried to use the **, it blue-screened and sometimes restarted itself. I was told to ship the ** back because the problem was physical, i.e. the ** originally shipped to me with faulty parts. NZXT had the ** for a month, during which time I requested information to contact someone so I can explain and discuss a partial refund. No one allowed me to speak to anyone else, and I was told they would refund me $50 for shipping and they would give me a carrying bag. There is no proof that either of these things are being honored, but furthermore, they are not addressing my request to discuss a refund. I requested an itemized list of what was repaired, which I did not receive. I have the ** back now an it is in a new case, so I understand they saw my comments about a scratched case, but never addressed it to me. I have not yet plugged in the returned **, but I see that the cage at the bottom of the case is not screwed into place, it is completely loose and totally mobile inside the case.

  Business Response

  Date: 05/01/2023

  Hi ********,
  
  We appreciate your patience and apologize for the issues you have been experiencing. We're monitoring your ticket to make sure you are completely taken care of and will try our best to do this.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19994820
  
  I am rejecting this response because:  This is not a response to my complaint whatsoever. As stayed in numerous tickets directly to the company, and in my complaint, they are not addressing my request to discuss a refund. Additionally, the ** has been returned with new problems, both hardware and software. I have not ever received the product that I paid for from this company. I paid for a built ** that works. I have a ** in pieces that does not function. I am seeking a return of **** dollars USD because I am going to have to find a qualified local professional to fix this ** if I am to keep it. No one has been willing to speak to me about the refund I request, they simply provide empty words about monitoring my complaint. I wholeheartedly reject this response and request better.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/12/2023

  Hi ********,
  
  Thank you for your patience, we appreciate it. 
  
  Regarding your refund, this does appear to have already been processed and the total amount of $169.53 should have been sent back to your original form of payment.
  
  We've also made sure to send out the NZXT swag we promised, and this appears to have been delivered already.
  
  As for any additional issues you may be experiencing with your PC, we will always be here to help. If you have any issues please respond to the active ticket describing those issues and we will make sure to take care of you.
  
  Kind regards,

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19994820
  
  I am rejecting this response because: I'm requesting they speak to me directly to explain why they will not offer me a rebate on the cost, not a free bag or returning the cost of labor. I still have problems with the build, and I have to pay someone else to help me. I want NZXT to cover the cost
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  Type:Product 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.

  NZXT sold me a motherboard that I purchased through Amazon on March 2, 2021. Per NZXT's warranty and RMA process, I was entitled to a replacement board when this item failed 12 months later and became defective. Unfortunately, the board reached end-of-life and NZXT was unable to provide me a replacement. Instead, they offered to remedy the situation with an MSRP cash refund of $279.99 if I sent it back to their HQ office. They received the board less than a week later but I was never reimbursed like they said they would. For weeks I have raised this issue to a handful of their customer service representatives via email, Zendesk chat, and directly over the phone. I was ensured that their accounting **** was aware of the situation but simply just delayed. I have been dealing with this issue for 2 months now with no resolution or refund from the company. Further, they now don't even respond to my inquiries (see transcript attached) -- the last time their team responded to me was 8 days ago. I don't believe this is an issue with their accounting ****, rather it is the company simply not willing to give me my money back like they originally guaranteed.Sadly, the only path forward is to raise this issue with BBB to try and help me recover the $279.99 that was promised to me when I sent my defective item to the company, NZXT. I appreciate BBB's assistance with this matter.

  Business Response

  Date: 04/19/2023

  Hi Grant,
  
  Thank you for your continued patience while we get this refund processed.
  
  We have unfortunately experienced delays with our refund processing but we have escalated your case for prioritization to get that refund for you as soon as possible.
  
  Thank you again for bearing with us and we will make sure to take care of you.

  Kind regards,
  NZXT

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19953170
  
  I am rejecting this response from NZXT. Their response to this BBB complaint is the same response they have given me for over a month now, which is why I am filing the complaint against them in the first place. A refund should not take over a month as part of their ordinary business practices -- it's unacceptable. 

  I will only accept this response once NZXT is able to refund the money in full ($279.99) for a product that I shipped back to them 5 weeks ago. Until then, this case needs to remain open.

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

• Initial Complaint

  Date:04/13/2023

  Type:Product 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.

  Order #****** I purchased a computer that was over $4,000 and it was not functional on arrival. I called Nzxt and got a return label, and I packaged up the computer and shipped it out. It was delivered on 3/29/23. I was told via email that the return was accepted and received, and that I will be updated with the refund status. I then received another email today, talking about *** investigation. The investigation has started already, it's not right for me to have to wait this long after it's been delivered to get my refund. I want a refund. I'm very unhappy with this level of support. There's even typos in the emails I have received. "Oveer"

  Business Response

  Date: 04/13/2023

  Hi *****,
  
  Thank you for your patience, we are terribly sorry to hear this happened with your system and we will try our best to take care of you.
  
  Unfortunately, it does appear that the ** was not received at our warehouse and *** appears to have delivered it elsewhere from the original return location. Because of this, our team has opened an investigation with *** and will be providing you with updates as they come through to us.
  
  Without the system in our possession, we would not be able to proceed with a refund, but when the claim is finalized, we will have more options.
  
  We appreciate your continued patience through this.
  
  Kind regards,
  NZXT

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19930501
  
  I am rejecting this response because:
  

  I still haven't received my refund

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