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:03/10/2024

  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.

  Around 12/16/2022 I purchased a pre built ** from NZXT. I received this ** with an *** Ryzen 9 7900 cpu and 2 sticks of DDR5 16gb RAM. This CPU is meant to operate only with DDR5 RAM. As of a few days ago my motherboard and cpu have both died. After taking it **Laptops in ******, ** they informed me that this is a common issue with about a 50% failure rate from the Ryzen 7000 series cpus and ddr5 ram. I then contacted NZXT and they said they were aware of the issue but couldn't do anything since I was just out of my warranty period. NZXT is aware of these issues and yet they have not made consumers aware of these issues nor have they offered to help fix them. This is a predatory practice and feel thus should either be fixed by the *** corporation for selling faulty parts or by NZXT for not making consumers aware when selling these parts. I do not wish for full compensation for the ** but do wish for some sort of reprisal for the pieces that failed.

  Business Response

  Date: 03/12/2024

  Hi ******,
  
  We apologize for the issues you have encountered with your NZXT pre-built PC. We take customer satisfaction and product quality very seriously.
  
  After reviewing your support ticket, we see that our team has provided some troubleshooting steps to gather more information about the problem. In order to better assist you, we kindly request that you respond to the ticket with the requested details. This will allow our technical support team to investigate the issue further and determine the best course of action.
  
  While we understand your frustration with the situation, we want to assure you that we are committed to finding a solution, our team is here to help you.
  
  Please reply to the support ticket at your earliest convenience so we can continue working on resolving this matter for you.
  
  Thank you for your patience and understanding.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:02/01/2024

  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.

  Hi my name is *****************************. I placed and order for a $6,999 plus tax pc, when I initially received the pc after getting help from a rep the pre built was supposed to come with custom DDR5 6000MHZ cause the pre built came with DD4, no problem I sent it back to the company they said they will correct this matter. NOW WE GO BACK AND FORTH AND A MONTH NOW PASSES. AND NOW I RETURNED THIS ** twice they say they will fix it and get it back and never fixes it. THEY THEN SAY THEY NEED TO REFUND ME SO WE CAN RE PROCESS THE ***** AFTER I SEND BACK THE ** AND WAITED ANOTHER MONTH WITH NO RESPONSE. Never got the month so when I contacted my bank they stated nothing was ever received from the company as of yet, another week goes by nothing yet. I REACH OUT TO THE COMPANY, after waiting so long with no response with finally them stating they where going to send me a check in the mail due to issue with refunding my money. I now have been waiting no check all I want is my pc at this point, this was over 7k that took me a year and a half to save man wtf

  Business Response

  Date: 02/02/2024

  Hi *******,
  
  We are devastated by your months-long frustrations receiving a properly functioning custom system. Our leadership is immediately investigating where communication broke down so catastrophically across review attempts. This inexcusable; you deserve transparency and resolution from us so we can finally deliver expectations.

  Rest assured we will make right through actions - not just words - no matter what it takes. You have our support through this challenging situation until your complete peace of mind with us again. We will fix our flaws at their foundations to prevent this repeated systemic failure again. Please stand by as we formally work the problem.

  
  Sincerely,
  NZXT

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21235117
  
  Hi NZXT,

  Thank you for the fast reply and sorry that this had to be the route, I cant believe I had to contact the BBB to be in touch with you. I found your company as an upcoming streamer getting ready to start his journey into streaming but this has delayed things. Cause of this I missed opportunities to grow cause I was not prepared due to this delay. Please rectify this matter and get me the pc I wanted or please get me my money back. I want you guy and would love to work with you now and maybe one day as a partnership as I grow in my career but this was not the best first impression when I was recommended to your company by *** also know as timthetatman. This did put me through a lot of stress on top of medical issues I have been dealing with. Please rectify this and thank you. I am looking forward to your response 

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

  Business Response

  Date: 02/09/2024

  Hi *******,
  
  We sincerely apologize for the immense delays and lack of updates on your custom PC order. Not having an order confirmation or any visibility from our support channels is completely unacceptable after you placed trust in our company based on recommendations.
  
  While we aim to make the purchasing and setup process smooth for aspiring content creators like yourself, we clearly fell devastatingly short meeting reasonable delivery expectations. Please know our entire company feels responsible for letting down a loyal customer and failing your first impression out of the gate.
  
  If you have an active support ticket number related to your order, please provide it here so we can formally investigate where communication fully broke down and make amends getting your equipment enroute immediately. We shoulder full accountability to rebuild trust and stand ready to assist however feasible around minimized impacts to your streaming plans after this unacceptable ordeal. Please let us know how we can start making this right.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21235117
  
  Hi as I dont have a ticket number cause its been some time I reached out. I can provide you with my info, ***************************** Shipping address ********************************************************* Last four of card is **** ***** Thanks and looking forward to resulting this and getting my pre build 7k pc 

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

• Initial Complaint

  Date:01/29/2024

  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.

  bought a computer for grandson for Christmas it quit working after a few hours of use contacted them or support which turned out to be totally useless when they finally did answer the query. I sent pictures of exactly what I was seeing trying to get the computer to reboot, After to week of basically no response to my ticket #******* and the computer not doing anything took it to a local computer store I had not even gotten back home when he called and said the problem was the *** and that the digital hard drive was also dead he replaced both of those cost me ****** had the unit back in less than two hours it is running perfectly now .But i now have a dead *** and hard drive sitting at the house . Last message I got from them was to do a memory dump I informed them that the Hard drive and *** were replaced so it would be useless to do that . I need them to replace the bad parts I have here cannot get a rma from them . tired f the lousy zen desk that evidently doesn't read the email you have sent them and could have taken care of the problem to begin with without the run around.

  Business Response

  Date: 01/30/2024

  Hi *****,
  
  We sincerely apologize for the terrible experience you have faced with your recent NZXT purchase and support process. The delays in response time and lack of resolution are completely unacceptable. You have every right to be frustrated.
  
  After thoroughly reviewing your support ticket, I agree we failed to address the issues in a timely or helpful manner. Once we understood the *** and storage drive failed, we should have immediately assisted with the *** return process. There is no excuse for the delays on our end.
  
  To make things right, it appears we have initiated the *** process on our end to replace the failed *** and drive free of charge. You should have received prepaid shipping labels along with instructions on safely packing and sending back the defective parts. Once we receive them, brand new replacements will be shipped your way.
  
  Again, I sincerely apologize for the terrible support experience. We are revising our customer service training to prevent this happening to other customers. Please let me know if you encounter any other issues or have additional concerns with the *** process.
  
  Best regards,
  NZXT

  Customer Answer

  Date: 01/30/2024

   
  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:01/24/2024

  Type:Delivery 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.

  I placed an order ****** on 1/1/23 New years day and it showed delivered despite two "failed deliveries" on 1/13/23, but I never recieved my order even though it says it was allegedly signed for. After the two failed deliveries I contacted ***** and notified them to return the package to the sender, because I was unable to directly sign for the package and I was unable to pick it up due to my crazy schedule after the new year. they claimed they would return it if I was not home because they cannot release a package without signature and obviously if I notify them ahead of time that I wouldn't be home, there was going to be no signature. I reached out to NZXT, and which they filed the claim, but so much time has passed and it is increasingly frustrating as I needed this order. and there doesn't seem like there's going to be a solution anytime soon. At this point I would just like my money back and to be done with this hassle, this is how I predicted my new year, and would just like to be done with this overall. I even have video proof from that day of no driver delivering a package and I can guarantee that the signature they have allegedly gotten does not match my signature. Again, I would just like my money back and to move on with this.

  Business Response

  Date: 01/25/2024

  Hi *******,
  
  We sincerely apologize for the frustration and lack of resolution you have experienced since your order went missing after *****'s failed delivery attempts and signature release errors. You have every right to feel dismissed waiting excessive time just to get an initial claim submitted, much less official lost package confirmation to process your warranted refund. We should have shown far greater urgency addressing this issue.
  
  Please know our support team has prioritized escalating your claim with all involved parties, though the process can unfortunately take up to 30 days depending on claim approval. You deserve a more accountable, transparent pathway toward reimbursement or replacement. We take full responsibility for the delays assisting you and aim to rebuild trust through consistent communication from here on. While we know hopes of quick order receipt have passed, our goal remains getting complete resolution on this order however best meets your needs.

  Thank you again for your patience as we urgently pursue next steps.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193462
  
  I am rejecting this response because:

  Hello,

  I am rejecting this response because NZXT acknowledges the issue at hand and the frustration of myself as the customer but yet I havent heard any kind of communication from them and I'm still waiting for a resolution. As I said, in the original complaint, all I want is my money back at this point and i want to be done with this hassle.

  Thank You

• Initial Complaint

  Date:01/17/2024

  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.

  Date of transaction was Oct 26th 2023, I purchased computer for $4696.71 The *** was supposed to be a i9 *****k and they installed a i9-*****KF, I was told to send the computer back so the part could be replaced and then received a invoice for a additional $1770.83 because parts of the computer were damaged on delivery back to them. None of this should of happened to begin with if what I paid for was installed to begin with.

  Business Response

  Date: 01/29/2024

  Hi *****,
  
  We sincerely apologize for the extremely poor experience you have had with your recent NZXT purchase. You are absolutely justified in your frustration and disappointment with us.
  
  When you placed your order for an i9-14900K CPU, we made a mistake by installing an i9-14900KF instead. This was completely unacceptable, and we take full responsibility for this error. You should have received exactly what you paid for originally.
  
  When we approved the *** request for the incorrect CPU, our agents advised about proper packaging procedures to prevent damage in transit. Unfortunately the system was not packed with the original or replacement packaging materials we could have provided. As a result, there was physical damage to the case, motherboard, CPU, and GPU when we received it.
  
  I can confirm based on the repair notes that your computer has now been fully fixed with the proper i9-14900K CPU installed, as well as replacement parts needed due to physical damage. It was benchmarked and stress tested with no further issues found.
  
  We have implemented new quality control and customer service measures internally to help prevent something like this happening again. Please let me know if you have any other questions or concerns.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:01/16/2024

  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 have reason to believe that my pc repairs have been deliberately sabotaged causing me to ship out an expensive PC to them over and over 4 times with little reasoning why this is happening and sometimes degrading and for the most part abysmal customer service.

  Business Response

  Date: 01/26/2024

  Hi *****,
  
  We are devastated you felt targeted amidst computer repair frustrations. Please know our RMA staff operate fully unbiased, replacing defective parts with equivalent new components covered under warranty. Sabotage claims cut deeply against our ethos of compassion and good faith. While no blame excuses your repeat issues, understand no outcome ever intentionally inflicted.
  
  We invest ***************** investigating your case specifics to resolve problems for good. Our entire leadership overstands this commitment to rebuilding trust through reliability and understanding.
  
  We have located your ticket and have escalated to our internal management teams.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:01/15/2024

  Type:Sales and Advertising 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.

  Purchase date 12/10/2023 nzxt pc gaming computer, with expected ship date of 01/04 given at time of purchase. The date 01/04/2024 passed, and there was no contact from company regarding my order. After several emails and message finally received a response on 01/06/2024 stating long processing time and pushed back ship date to 01/10/2025. As of 1/15/2024 I have yet to receive any updates from the company and responses to my messages. ******** Services marks all online tickets as done without a response. I am seeking a full refund for my purchase. I no longer want any product from this company. I cannot be assured that my product will even be in working order due to the lack of customer service and communication. See all attached documentation regarding my experience with NZXT.

  Business Response

  Date: 01/16/2024

  Hi *******,
  
  We sincerely apologize for the delays and lack of communication regarding your order purchased on December 10th, 2023. Providing excellent customer service is our top priority at **********************, and we clearly dropped the ball in meeting your expectations.
  
  Upon reviewing your case, we will be processing a full refund for your entire purchase. You should see the refund issued back to your original payment method within the next 5-7 business days. Please let us know if you do not receive the refund in that timeframe.
  
  We take feedback very seriously, as it helps us to improve our services. Your experience has illuminated areas where we need to enhance our processes around order fulfillment and customer communication. We will be conducting an internal audit to determine where breakdowns occurred and putting better controls in place.
  
  We know we have lost your confidence due to this experience, but we hope you will give us another chance in the future to demonstrate our dedication to customer satisfaction. Please feel free to reach back out if you have any other questions or concerns. Thank you again for bringing this to our attention, and accept our sincere apologies.
  
  Best regards,
  NZXT

• Initial Complaint

  Date:01/11/2024

  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.

  So Im an active duty member currently stationed at ************* I Purchased NZXT computer how much I believe to be somewhere around the amount of $2000 but I can attach attachments if you reach back out to me. Basically once I got my computer, I started to experience problems when I plug in my USBs my computer shuts down Ive gotten the blue screen of death. They constantly disconnect from the Internet. Long story short it doesnt work as promised I really at all for that matter in order to get it to even stay on. I had to unplug the majority of the stuff in the computer which they told me to do instead of letting me send it in they chose to make me troubleshoot it myself, as of Saturday I was notified that I am not entitled to a warranty because the computer was shipped overseas initially when I ordered the computer because I didnt ship to my address. I had to ship it home to my family and my family sent it through a company that specialized in shipping to APO /FPOs. Unfortunately for me which I also have the receipt and I can attach when a representative reaches out to me the company that I sent it to sent me my mouse and keyboard, and they lost the computer in the warehouse so the computer did not get to me and told about three months later, and it was supposed to, their full return policy is 30 days so for me being active duty stationed overseas I was never entitled to that return policy as it takes that long for my product to be shipped here. But like I said not to talk in circles, Im now being told that Im not entitled to the warranty at all because Im stationed overseas in the ** left the states if possible, I would like nothing to do with this company and I would like my money refunded, since Im basically stuck with a brick.

  Business Response

  Date: 01/12/2024

  Hi ******,
  
  We sincerely apologize for the difficulties experienced getting your custom gaming ** delivered overseas and now facing functionality issues outside of standard warranty coverage areas. You are absolutely right that our normal return timelines did not account for extended APO/FPO shipping.
  
  While warranty limitations sadly do exclude international claims, we make exceptions wherever feasible. If you are able to arrange return shipping stateside before expiration, repairs can be conducted free of charge upon US arrival even if purchased abroad. However, completing that process would regrettably rely on having some kind of residential address that the ** can be shipped back to, as we are unable to ship repaired systems to any kind of freight forwarder.
  
  We aim to overcome these logistical hurdles to support military staff globally, so please know our team is eager to assist with arranging the optimal solutions.  Please let us know how we can best expedite resolving your case.

  Thank you again for your service and patience.

  Best regards,
  NZXT

  Customer Answer

  Date: 01/17/2024

   
  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.  Additionally Im curious about the possibility of shipping fees and the possibility of paying for additional parts if the current parts I have are faulty not replacement but upgrade, lastly if it is fpo/apo is it not consider a stateside when they mail it back to me. Thank you for the quick reply 
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:01/11/2024

  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 placed an order December 17th and the website stated it was 3-6 days delivery. Ive still not received the product and since moved house. I tried to contact NZXT multiple times to change my delivery address without response. Im concerned that I may have actually been scammed and NZXT isnt a legitimate business.

  Business Response

  Date: 01/12/2024

  Hi ****,
  
  We apologize for the delays receiving your order and the inability to reach customer support for address change assistance. Please know your package has already been shipped and is in transit with ***** here: ***********************************************************************************;
  
  Since the shipment is already on the move, we unfortunately cannot alter the destination address. However, you can contact ***** directly to request holding it at a local facility for convenient pickup. If that is not possible, please let us know so we can submit an RTS shipment. Due to fraud prevention policies, we would be unable to ****** to an entirely new address if returned. We aim get this delivered to you or processed for a refund if ultimately undeliverable.

  Thank you for your patience - please let us know if any other questions come up.

  Best regards,
  NZXT

• Initial Complaint

  Date:01/02/2024

  Type:Delivery 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 ordered a ** and two fans from NZXT on 11/16/23 (NZXT order# ******, total price $1517.72). NZXT shipped the ** on 11/27/23 via ***** (tracking number ************). It was supposedly delivered on 12/2/23, but I did NOT receive it. According to *****, the delivery was signed for by "TJAZIL", but the apartment office confirmed to me that they have no employees with that name. The delivery also lacked any sort of photographic evidence/confirmation. I submitted a support claim with NZXT on 12/4/23. NZXT said they would file a claim with *****, but I haven't received any clear confirmation that a claim was actually filed or been informed of any progress. On 12/14/23, I was highly uncertain of the situation and decided to file a charge dispute with my credit card company, Chase. On 12/26/23, NZXT closed my support ticket, citing my credit card dispute, and also gave me no clarity regarding any followup on their ***** claim. As of today, 1/2/24, NZXT has still not responded to my credit card company's request for information.Uploaded Documents:-***** supposed proof of delivery (contains suspicious signature)

  Business Response

  Date: 01/03/2024

  Hi ********,
  
  We deeply apologize for the confusion, delays, and lack of clear communication from our team in resolving the order #****** delivery issues. After supposed ***** receipt with an invalid signature, you rightly expected urgency on our end investigating where the package went and providing consistent status updates. We made mistakes not setting proper expectations upfront on claims processes or being responsive to your credit card company's inquiries.
  
  Please know we are working urgently to gather all documentation on shipping proof, internal case notes, and information requests from your bank to respond promptly and determine next steps here. Our goal remains getting complete resolution and either shipment or full reimbursement for these lost items. However long it takes, we are committed to regaining your trust through transparency and follow-through. You deserve far better and we aim to correct our poor handling at every turn. If any other questions come up, our dedicated case team is readily available to assist and be accountable to your needs. Thank you again for your patience as we turn this around.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21088529
  
  I am rejecting this response because:

  While I appreciate NZXT's response here, I called ********** today regarding the status of the dispute and what materials NZXT had sent them. They stated that NZXT had chosen to dispute the claim and responded with a ***** tracking number as supposed proof that my claim was false. NZXT's revealed intention here is not to support me in getting "shipment or full reimbursement" for these lost items, as they falsely claimed in their response here. I have already explained why the ***** tracking info is not sufficient to prove the item was delivered, as I noted that the signature did not match any of the employees at the building I delivered the shipment to. I would have hoped to see NZXT attempt to contact the building or investigate the matter further and provide support rather than simply disputing the bank charge back by sending the ***** tracking number to them. I will be looking to keep this complaint open until a reimbursement is received, and also look to pursue action in a small claims court if this matter is not resolved promptly. I have lost a large amount of money on an important shipment and would greatly appreciate a timely resolution. My criminal record is clean and I have no record/history of any sort of fraudulent claim submissions, but NZXT is unwilling to really support/give legitimate investigation to my genuine claim that the package was not received, choosing instead to question my truthfulness.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/25/2024

  Hi ********,
  
  We deeply apologize for the extremely poor handling of your order #****** case disputing your lost item claim. Our fraud investigation protocols clearly failed prioritizing procedure over your need as a customer for transparent, understanding assistance. Please know our executive leadership is looking into our fraud policies to prevent this kind of thing from happening again.
  
  It does appear your bank chargeback for $1,532.72 was resolved in your favor. However, let us know if you are still experiencing issues and we will investigate. We made completely unacceptable assumptions that no loyal customer deserves. We aim to make things right through actions starting today given this gross breach of expectations.
  
  Sincerely,
  NZXT