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:12/03/2022

  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.

  Date of transaction: November 11, 2022
  Amount: $254.00 USD
  Business provided: This was an electronic computer product (CPU Cooler)
  Nature of dispute: I was requested to purchase an item replacement for an RMA on a defective unit that was only 30 days old. Upon receiving the item that I paid for, it was not the correct item and was then asked to make another purchase to receive the correct item while I returned the wrong item. They refused to send me the prepaid shipping labels for almost a week until I filed a complaint and threatened to write to you (BBB) and the Washington State AG. I shipped back their item, did not get refunded OR receive any indication of receiving the correct item that I purchased for an RMA.
  Business attempted to resolve: No. They've asked that I pay an additional deposit, I've shipped back their wrong device, and have continuously asked for an update on a tracking number for the correct item I purchased. They continue to say they're "looking into it"
  Account: **********************
  Order: *************
  Tracking: ******************
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/12/05) */
  Hi *****,
  
  Thank you for being so patient with us, we apologize that you had a poor experience with your BLD purchase with our company.
  
  We've reviewed your ticket and it does appear that you had originally received the wrong Kraken cooler with your recent RMA. This was entirely our fault but it looks like our team was able to rectify this and ship you the correct Kraken with 3 day shipping. This appears to be shipping to you at this time, and I've gone ahead and reached out to our accounting team to see what is going on with the disputed chargedesk paypal refund, as you should absolutely be receiving that money back.
  
  As soon as this disputed claim is resolved, you will receive that advanced RMA payment back, and your Kraken should be arriving back to you very soon.
  
  We apologize once more for the unfortunate delays you've had to endure with your RMA, but we will try our best to make this right for you!
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (2000, 7, 2022/12/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response, though I do not in good faith, believe this would've happened had I not gone through the route of filing a BBB & Dispute against them.
  
  I do appreciate the sincerity within their response and though they're only words, I hope they honor their actions within this response and make things right.
  
  Thank you.

• Initial Complaint

  Date:11/25/2022

  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.

  date of transaction 11/22/2022
  Total purchase: $2,192.94
  I was assured by a customer service rep, the websites legal shipping policy section and a banner across the top of their website that my product would be shipped within 48 hours (Two business days) of purchasing as long as it is purchased before 3pm PT on that business day. My product was purchased at 2:06pm PT on 11/22/2022, making Wednesday the first business day and Friday the second due to the holiday on Thursday. I opened a chat on Wednesday 11/23/2022 and was assure by customer service rep 'CJ' that they would hold true to their policy and ship by the end of the day Friday 11/25/2022. I then noticed on Friday that my product still hadn't shipped and that the website banner was updated to say "custom and Prebuilt PCs ship in 1 week" so I opened a second chat with customer service where I was told my computer would not be shipped today and in fact still has yet to be built. I was bold face lied too by their employees and their website which aside from the small new banner (that was updated days after my purchase) STILL STATES a "48 hour shipping PROMISE" under the shipping policy section https://nzxt.com/legal/shipping-policy. Businesses should not make promises they cant keep without consequence, if they were straight forward with me throughout the process this would not be an issue but how it has been handled is shameful and shady. This business has shown clear and complete negligence with their deceitful practices and I can only imagine that will continue after receiving my product especially when they see this complaint before ever even shipping it
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/29) */
  Hi**********
  
  Thank you for your continued patience with us, we do appreciate it.
  
  I want to apologize for the experience you've had with your purchase and for the delay in shipping your system. It was in fact delayed past the initial 48 hour shipping window you had been promised due to high volume of orders.
  
  After reviewing your ticket with our customer service, it appears you have already requested a cancellation of your PC order which is currently being requested at this time. If the PC has already shipped from our warehouse, we will in fact request an RTS to receive the PC back and offer you a full refund for your purchase.
  
  If you had instead opted to keep your system with this delay, we would have been more than happy to refund you the cost of the overnight shipping fee that you paid for, as your order was in fact severely delayed. (If you are interested in keeping the PC please let us know as soon as possible and we can cancel your cancellation request).
  
  Please do let us know if you had any additional comments, questions or concerns, and have a great rest of your week!
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:11/18/2022

  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.

  The worst customer service I have ever worked with! Like many other reviews, I received a malfunctioning GPU. They sent me a new GPU (different than what they know I have) and it didn't fit. I was told by ** that I could send the replacement back and they would cross ship a new one. ** said all I had to do was drop it off at the post office. Once it's scanned, they'll send me ANOTHER replacement card. He said he would be watching for it and once it's scanned, they'll send a new one.A couple days after shipping it, I call because I haven't received a shipping number for the nnewest replacement. I was advised by a supervisor that the issue is my fault for not reading the fine print in the terms and conditions stating I had to tell them once it's shipped. I told her I was told by ** that all I had to do is ship it and I'd be all set. She was adamant that, even though that's what ** said, it's still my fault for the delayed shipping because I didn't notify them per their terms and conditions.NZXT has done nothing to make up for their MANY errors (all of which I have the emailed phone recordings for), but instead blame me for taking them at their spoken word instead of reading their fine print. It'll be almost a month of NZXT errors before I receive my next GPU replacement that will hopefully fit. NZXT refuses any further compensation than another expressed shipping for their errors. The manager I spoke with was the RUDEST individual I have ever spoken with and clearly has no interest in customer satisfaction.

  Business Response

  Date: 11/28/2022

  Hi ******,
  
  Thank you for your patience with us, we do appreciate it. We're incredibly sorry to hear about the issue with your *** that led to an RMA and subsequent delays. After reviewing your ticket, it appears that your RMA had been finalized and your replacement *** arrived to your location on November 25th with this tracking number:
  **********************************************************************************************************
  
  We do ask every customer who proceeds with a traditional RMA or cross-ship option to respond on the ticket notifying us that you have shipped the system, if this did not happen, our agents would not have known that the *** was shipped and would only see the ticket when it appears in their queue. I do apologize once more if this was not made clear enough with our messaging, but it does look like you received express shipping with the *** going back to your location and we unfortunately would not be able to offer any additional compensation as you did originally receive free shipping.
  
  We hope that this *** arrived in fully working condition so you can get back up and running, but if you are still experiencing issues, please do let us know and we would love to take care of you.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:11/04/2022

  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 computer from this company (NZXT). It arrived yesterday and did not work. Multiple parts of the PC are broken, however, their "All Sales Are Final" policy on refurbished PCs is prohibiting me from getting a refund. Their claim is that all refurbished PCs will work is not factual based on my experience, so I am looking for a refund or a timely repair or replacement.
  
  I have tried to kick off a replacement/repair scenario through their customer service (email pictures attached) however they still have not sent me any information and do not work on the weekends. This PC was over $2000 and I am starting to believe I will not receive a working PC in this calendar year (based on the experience of others who have had to also try and navigate this challenging replacement/repair policy).
  
  I am asking the BBB to investigate their claim on refurbished PC sales and see if you all can ultimate get me a refund or a timely repair/replacement.
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Hi ****,
  
  Thank you for being so patient with us, apologies to hear about the issues you are experiencing with your refurbished PC. These refurbished systems are in fact sold as final sales with no refund option, but they do carry the same 2 year warranty for repair that our new systems have.
  
  Do you have a ticket number available so we can investigate your claim further?
  
  Kind regards,
  ****
  
  
  Consumer Response /* (3000, 7, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Here is my case number: *******
  
  At this point it has been 2 weeks of having a broken computer and I am seeking my money back. You sold a knowingly broken PC (it was broken in multiple areas, the motherboard and GPU). Your refurbished policy states that all computers will work, however if anyone had tested this PC in your quality assurance department it would've never passed and been resold.
  
  I am requesting my money back before I escalate to my credit card provider.
  
  
  Business Response /* (4000, 9, 2022/11/17) */
  Hi ****,
  
  Thank you for being so patient with us and for your response, we do appreciate it.
  
  As mentioned previously, all refurbished PC sales are final, so we would only be able to proceed with repair options. We would never knowingly send out a broken system and can guarantee that all systems are thoroughly tested before being cleaned, packed, and shipped to all of our customers. Unfortunately, we aren't able to guarantee that it arrives safely 100 percent of the time as damage in shipping can occur, which appears to have happened in this case with your GPU.
  
  After reviewing your ticket with us, it appears you have in fact already initiated an RMA for repair which is great, and one of our agents provided repair notes and tracking information for your fully repaired system being sent back which appears that it will deliver tomorrow. I'm attaching that tracking link here as well for you:
  ***********************************************************************************************************
  We do hope that it arrives to you safely and in fully working condition, but if not, we will absolutely take care of you once more.
  
  Let us know if you had any additional questions or concerns and have an amazing weekend!
  
  Kind regards,
  ****

• Initial Complaint

  Date:11/03/2022

  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.

  Hello, My name is****************. I'm an Adult with Special Needs and severe health problems. I like to write about my conditions, tell truthful stories, make films, and edit photography in my time of life to keep happy. I have researched dozens of computer companys and saw NZXT. I thought just maybe for a change this company is different than the rest out performing top of the line competitors. I got it in the mail and was so ecscastic. i opened it and it was in perfect condition. My mother and friend **** watched me the whole time to make sure everything was described. Once I logged on I set up the computer and loaded up the system to start a game. Well I was wrong. About everything. I immediately got two major system errors that wouldn't allow me to install games to play a vast majority of Steam games or other platforms. I couldn't install Razer Synapse which was for keyboards and mice accessories. One of the few games I could play was Overwatch on Blizzard. The frames per second went from 100 to 10 every 5 seconds! It stuttered so frequently the characters were stuttering more than my seizures in real life. That bad... I was so excited to get this pc. I tried to uninstall the gaming software and reinstall it and no luck. Thats when I got a system operating error. I couldn't do anything! I couldn't log on, couldn't go do the desktop, couldn't even click an application. I spoke to customer service and they said they would give me a full refund!! Then when i packed it safely and mailed it to them they said improperly damaged it and gave me half of what i paid for it? Like I cant control what fed ex does when they throw it on the plane or truck. So thats where I'm stuck. I included all evidence in photos and videos.
  date of transaction: October 14, 2022
  amount of payment: $4948.35
  they committed to provide a working computer
  the dispute is I returned it and they say I damaged the product and wont return it full price
  they didn't resolve the process
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hi ****,
  
  Thank you for being so patient with us, we apologize for any issues you have experienced with your PC purchase. Our team would not typically deny any kind of refund for issues experienced upon arrival unless the PC was shipped back to us without using correct packaging materials as described in the email sent, and also the packaging materials guide included in that email. This information is also available directly within our BLD return for refund warranty which can be found here:
  *********************************************
  If the system was shipped to us without the proper packaging materials, which includes the inner expanding instapak foam that holds the GPU in place, foam or styrofoam blocks/padding, inner case box, and brown outer case box, this may cause severe shipping damage to internal components like the GPU and motherboard and NZXT would not be held liable as stated in our warranty.
  
  We apologize if this happened in your particular case, but unfortunately, we would not be able to adjust the decision made for any kind of partial refund that was applied to your account if the system did not arrive with correct packaging materials.
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A company such as yourself who complies to the highest standards is a disgrace to the business world. You charged me for SHIPPING. $100.00 of shipping for the unit. Other companies are free and included better packing materials. Your $100.00 was used the same way on the way back. There was no special brown box mail to me on first place. It was an ordinary box with another NZXT computer insider with 4 packing materials inside. I'm not going to additionally pay for more materials just to say it's broken too. You can't guarantee anything. Nothings a guarantee. Your customer service representative Skye said it would be replaced or refunded no questions asked! Well here we are.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  Hi ****,
  
  Please note that our ground shipping cost is only $50.00, which is the exact cost for us to ship large, fully built systems to our customers, we do not make any kind of profit off of the shipping charge. All of our systems also include a quick start guide which asks that you hold onto all of your packaging materials so you would not need to purchase new ones in the future. This notice is also included at the bottom of your order summary email.
  
  After further investigation of the ticket, it does appear that the main reason the system arrived back to us severely damaged was due to the inner expanding instapak foam not being included with your RMA.
  
  With all of our new systems sent out to customers, we make sure to include a sturdy outer brown box, with the PC safe inside an inner case box with styrofoam blocks or foam padding. And our shipping team always send systems with the inner expanding instapak foam as without this, there is an incredibly high possibility of damage to the system.
  
  It appears with your ticket that your system did arrive initially to you without damage as it was packed properly from our shipping team and appeared to boot but experienced a blue screen, which would not be possible if the GPU was damaged when in your possession. Due to improper packaging without the instapak foam being sent back to us, damage occurred to both the GPU and motherboard PCIe slot.
  
  If you were initially missing any of the required packaging materials such as the instapak foam when the RMA was set up, as detailed in the RMA agreement and message sent, our team would have assisted you with an exception and sent those proper packaging materials to you, however, this was not made clear by yourself and the system was shipped without these proper materials which led to the damage that occurred during shipping when our RMA team received and inspected the system.
  
  I do apologize that you are experiencing this, but unfortunately, we would not be able to alter the decision made to only be able to offer a partial refund, minus the cost of damaged components due to improper packaging when being sent back for RMA.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:10/29/2022

  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.

  Amount of transaction $2745.14 on 8/26/22 for a computer that is not working properly. Sent me a computer without functioning remote desktop application. They attempted to troubleshoot the problem (see attached file). Instead of continuing to resolve the issue they said, "we are not able to help troubleshoot software issue with other programs unless they are our own" and washed their hands of me.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hi there,
  
  Thank you for contacting us about this, we're very sorry to hear about the issues you were experiencing with third party software on your PC. We'd love to investigate this further and take care of you, do you have a ticket number for your interaction?
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:10/21/2022

  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.

  In August 2022, I had been shopping for a gaming desktop PC for a few weeks. I had always heard good things about NZXT PCs and browsed their site. After finding a PC that I thought was a good deal (and it was), I debated on purchasing it, giving myself a few days to decide. Upon visiting the site again, I noticed a promotion advertised as including a copy of an upcoming video game: Call of Duty: Modern Warfare 2. I checked the PC I had picked out previously and saw at the bottom of its page that same promotion. Based on that information, I decided to order the PC and then did so.
  
  After receiving the PC and waiting a few days, I live-chatted with an NZXT support representative about when I should expect my key to access the copy of this game. He told me it would be delivered within 14 days of receiving the PC. It never came. I then again chatted with a support rep on October 21, 2022. After the chat, NZXT called me and explained that: 1) I had purchased the PC too early (the promotion didn't start for a few days after my purchase) and 2) My PC didn't qualify for the promotion anyways, even if it had been purchased at the correct date.
  
  I explained that I thought that the way NZXT advertised this PC was extremely misleading. On the page where you bought the PC, the free game promotion was largely and boldly displayed. I asked if they would like to resolve the issue via a partial refund (the $70 value of the game) anyways considering these circumstances and was talked down to by the support rep I was on the phone with. I feel misled, lied to, and practically stolen from because of the way NZXT advertised their products and promotions on their website and the way I was dismissed by their support team.
  
  For resolution, I would like a key to access a copy of Call of Duty: Modern Warfare 2 or a partial refund of $70 so that I may purchase the game.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hi *****,
  
  Thank you for your patience, apologies for any discrepancies you've experienced with your purchase regarding the promotion for Call of Duty: Modern Warfare 2. We'd love to further investigate and take care of you if possible and applicable. Could you please provide us with a ticket number from your interaction with our agents?
  
  Kind regards,

• Initial Complaint

  Date:10/12/2022

  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 prebuilt PC from company and upon further inspection the case fans were not spinning I contacted support and was told to work on the PC myself something they should have tested before sending me the PC in the first place which costed 2,867.43 USD. I attached the chat for further review from y'alls end but they did not deliver a free from defects in workmanship and materials like they promise in their warranty agreement. They will not send someone to fix it just send me the part and telling me to do it myself when I have little to no knowledge in computers which can ruin the PC even more. I paid someone to build a PC because they should have more knowledge and should have done it correctly in the first place.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Hi ******,
  
  We apologize for any inconveniences you may have experienced with your system upon arrival and subsequent service with our team. Unfortunately, we do not allow for any kind of third party repairs or offer an in house repair service at this time. If you are within the 2 year warranty from date of receival, our team would have no problems receiving your PC for full diagnostic and repair.
  
  If you had a ticket number available to provide to us we can further this investigation and make sure you are taken care of. Please let us know if you had any other questions or concerns!
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They satisfied the request made sending me a new part with a partial refund for the part they originally sent damaged. I will still have to repair it myself but the refund with the new part is satisfactory enough for me. To conclude they should have tested their software and equipment before sending it to customers would have little to no knowledge on building computers.