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:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 29th, I ordered a pair of Arctis Gamebuds from Steelseries through ****** for $169.59. These earbuds were advertised as having a 1 year warranty included, which is the focal point of this complaint. They worked well for six months, after which the plastic lip at the end of the left earbud that holds the silicone tips in place broke upon removing one of said silicone tips.I contacted their customer support and had a lengthy response chain that I will upload screenshots of to this message. In this reply chain, the agent immediately rejected my claim on grounds of improper use and, upon further questioning, was evasive with answers. Eventually, they admitted that the act of changing the silicone tips actually is within intended use of the product, but that they could not confirm the cause of the damage and thus their guidelines were to reject the claim. It is obvious to me that the damage was a result of a manufacturing defect as the minimal force involved in removing a silicone tip could not result in damage like this without the component being compromised in some fashion from manufacturing defects.They refused to answer my questions seeking clarity in further responses and eventually closed the ticket without providing clarity, advising me that opening another ticket could get my account banned. As the damage resulted in the product being unusable, I need a replacement or refund.The warranty policy will be included as a screenshot below, but the important elements are this portion: "The warranty only covers defects in products caused by manufacturing. It does not cover regular wear and tear, including but not limited to breakage due to abuse, improper usage, water damage, or other causes attributable to events outside the manufacturing process." As the damage occurred during normal use, as confirmed by the customer service agent, and is the result of a manufacturing defect causing weakness in the material, this should have been a simple process.

  

  Business Response

  Date: 07/01/2025

  Hello,

  Thank you so much for reaching out to us. We're sorry that your experience with our support was not up to standard. One of our leads will reach out to you in your support ticket to try and help get a resolution for your issue. 

  Customer Answer

  Date: 07/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a SteelSeries Nova Pro headset from Best Buy. In June 2025, I contacted SteelSeries due to a hardware defect. After troubleshooting, they confirmed the issue and initiated a warranty replacement process. I was given a deadline of June 17, 2025, to submit documentation.I submitted all required itemsreceipt, serial number, and photoson time. Support acknowledged my submission and stated I would receive a like-for-like product. However, after receiving all my materials, the supervisor denied the claim based on a warranty expiration without having previously disclosed this limitation.When I asked for proof of the policy, I was told there was no available documentation and that agents are responsible for providing the warranty period manually. This limitation was never stated in the process, nor was it included in any policy I was given. I raised concerns about deceptive practices, and my ticket was closed without response.SteelSeries knowingly initiated the ***, collected documentation, and misled me into believing a replacement would be issued, only to reverse their position once everything was submitted.This complaint is about misleading business practices and failure to disclose critical terms before denying service.

  

  Business Response

  Date: 06/20/2025

  Hello,

  Thank you for reaching out to us regarding your experience with our support. In order to get more information about your experience, can you please provide us with the ticket number for your ticket? We will look into this further and provide you with our findings. 

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted support for my mic that intermittently fail.I was told I need to destroy the current headset to get the new one. This is not acceptable, as we can see from complaints their warehouse is "delayed" and I do not have anything else to use until I get the new one. How about you just replace your BROKEN FAILING PRODUCT and STAND BEHIND THE GARBAGE YOU MADE.

  

  Business Response

  Date: 06/20/2025

  Hello,

  Thank you for reaching out to us regarding your ticket. The destruction process is part of the *** validation process, once that process has been completed you will move on to the next part which is placing the order to get your replacement product. More information about our *** process can be found here: *************************************************************************************************************

  If you have any other questions, please provide us with your support ticket number and we will happily let you know in your support tickets options to proceed. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23480356
  
  I am rejecting this response because:
  

  You won't provide SLAs on when this is going to ship. 

   

  You just say as soon as possible. It's ridiculous that I'm without equipment for an undetermined amount of time because YOUR PRODUCT FAILED. 

  What garbage company never buying from you again.

   

  I see why you don't take calls now, your pathetic cowards. 

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

  

  Business Response

  Date: 06/24/2025

  Hello there,

  Can you provide us with your support ticket? We will look into this further and provide you with a resolution in your support ticket. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23480356
  
  I am rejecting this response because:

  Support ticket: 1593345

  Although, I went through with the destruction because you guys left me no other choice. Now I am without a headset at all. 

  I truly just do not appreciate that I have to be without a headset for days in any form because your product malfunctioned. 

  But now all of a sudden we're going to look deeper into the ticket when the initial response was a generic copy and paste link of the RMA process. 

  As director of customer success myself. I am morbidly curious about the culture there regarding your customers, because this has been abhorrent. I will again point out it is very clear why you all don't take phone calls. It helps with your complete lack of accountability. 

   

  But I would love to now hear what the alternatives would have been, why I wasn't offered them at the baseline, and what you're going to do to make this right. 

  Sending the new device with the nonsense coupon code is not going to be the answer. I'll give you a hint up front. 

  The new device without destroying the other device I was currently using should have been a given, but for some reason you all decided that I should have to utilize nothing while you replace your defective material. 

   

  Imagine car dealerships not giving out loaner vehicles or car insurance companies not covering a rental after a car is not drivable.

  This is worst RMA process I have ever seen.

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

  

  Business Response

  Date: 07/09/2025

  Hi there,

  Thanks for reaching out to us. Our warranty process starts by validating the information provided to us by our customers (receipt, serial number, address, photos, etc)
  
  We use the information provided to us to verify the eligibility of the product for a replacement. Once the information has been validated, we proceed with the destruction process.
  
  During this part of the **** we provide specific instructions to our customers for the destruction of their product that's specific to the product on their ticket. 
  
  When the destruction photos have been uploaded and validated by our system, we will provide you with a link where you can fill in the information for your replacement product. 

  We are more than happy to continue working with you in your ticket and finish your **** but in order to do so, we do require that all steps be completed prior to getting your replacement. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23480356
  
  I am rejecting this response because:

  This is unreasonable. I've already done the process. Your product was defective, not mine. I gave money for a functioning product.

   

  Why do I need to have a gap in service your your poor product? I've still not had anyone explain that to me. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the headset on 5/24/25 around 2 a.m. Within 24 hours I decided I didn't want the SteelSeries brand and attempted to return it by sending them an email requesting the order be canceled. I received a response to that email in the morning of 5/27/25 saying that after 'review' that it was too late to do a return and I would have to send it back to them. Around 6 p.m. in the evening I received notice that my package was shipped and on it's way.I've returned it back via ****** but I was not given any receipt of the return. However, the tracking number shows movement after delivery.When I tried to speak with SteelSeries via a ticked and post a follow-up, I received an automatic message that directed me to the me back to the home page. I've exhausted the options there, including talking with it's support bot and trying to find alternate methods of contact. It won't allow me any more tickets to open contact with them.I've exhausted my options. I just want a refund for the headset that is in transit, and I'm unable to contact them for support.

  

  Business Response

  Date: 06/09/2025

  Hi there,

  We apologize that you're having issues with creating a ticket. If you provide me with your email and order number, I can create a ticket for you and get you started on the return process. 

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the refund is made.
  
  I have information that the business requires, but the only means of contacting them is through the BBB. Since I'm worried about the case being closed after I hit proceed I'll send the information about my order here: My email is ******************** and my order number is GE8724999942US.
  
  Thank you,
  
  ******* *****

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a pair of Steelseries Arctis Nova Pro headphones on 16th/August/2024 from a local seller, (they were the only ones in our town with stock), with a 1 year manufacturer warranty and only after almost 6 months they just died and would not turn on.We applied for help from Steelseries with there headphones. Steelseries sent us details to try to reset the headset but this did not work. We tried to asking them for repair or replacement. Then they tell us that we did not buy them from an, "Authorized Reseller". There was no information on the outside of the packaging in regard to this, "Purchasing Restriction", nor was there any knowledge of how to find their website to seek the necessary information without buying the product, opening the box, and reading the instructions inside. We even told Steelseries that we live in a small town and the ** computer seller we bought this item from was the only seller in our small town that had them in stock, we had no choice, unlike a big ******* did not matter they keep pushing that they will not warranty, we have to take the item back to the store we bought these from. Unfortunately for us, the ** computer seller in our town that we bought from is no longer in business, similar to other computer stores that have gone out of business in the last year, so that option isn't an open to *****, we pay $499.99 not *** taxes, they have failed to turn on and work after 6 months and the company will not honour their 1 year warranty? Is this even legal?Can you help?

  

  Business Response

  Date: 06/02/2025

  Hi there,

  Thank you for reaching out to us regarding your ticket and experience. In order to validate the eligibility of your product for a replacement, we reference information such as serial number, address, purchase date and retailer information. If the product was not purchased from an authorized reseller/retailer, we cannot validate the information and eligibility of that product for a replacement. More information can be found in our FAQ here: (***********************************************************************************************************). If you have any follow up questions, please follow up in your support ticket or create a new ticket regarding your questions. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23395311
  
  I am rejecting this response because:

  Dear Steelseries,
  As we have written and stated to you before, the seller we purchased these headphones from went bankrupt late last year, therefore it is no longer possible to return to the seller. 
  However, these four points below are something to be fully considered when your name is peppered all over the internet with many thousands of consumers that have purchased your products only to be denied warranty because you think that placing "Purchasing Restrictions", or other after purchase considerations that must be followed before you may issue a warranty.
  This kind of business practice is unacceptable, and restricts the consumers freedom of right to purchase wherever and whenever
  they wish.

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

  

  Business Response

  Date: 06/09/2025

  Hello there,

  Thank you for getting back to us regarding your RMA. We can continue your inquiry via your support ticket and we can offer you alternative options for resolution. 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23395311
  
  I am rejecting this response because:

  We have explained our issue, We purchase an Item from a seller in our small town because no-one had any left.

  With a 1 (one) year manufacturers warranty.

  6 (six) months later, the item fails to perform as purchased, and we tried to get this item replace. repaired or refunded, but nothing from your company support of any substance!

  We were given an original SteelSeries Support ticket# *******.

  Telling us to return the item to the place of purchase.

  The place of purchase went bankrupt last last year.

  Manufacturer's Liability:
  When you purchase a product with a manufacturer's warranty, that warranty is a promise made directly by the manufacturer, not the retailer. Therefore, the retailer's bankruptcy doesn't absolve the manufacturer of their warranty obligations. 

  According to the Manufacturer's Liability's laws your are responsiblity for the warranty now, but you are shutting us out.

  You still haven't, (in your words), given us any, " alternative options for resolution."

  
  Could you please clarify, what that means in consumer terms?

   

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

  

  Business Response

  Date: 06/16/2025

  Hello,

  We will reach out to you via the support ticket you provided us and find a resolution that will work for you. Please keep an eye out for that response. Thank you so much for your patience. 

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23395311
  
  I am rejecting this response because:

  All we did was turn it off for the day, and the next day it just would not turn on again.
  We have tried all the suggested methods that you have sent us plus some other ones suggested to us in the forums, but no luck.
  That's why we had no alternative to contact you asking for help with our headset.
  When we last used these it was not a problem with turning on, and we are gentle in using these not ham-foisted so, they have been well looked after.  
  Never abused, dropped, banged about or any abnormal treatment. They have their own stand to remain on when not in use.
  
  Anyways, this is how we have used them for the last 5/6 months with no problems.
  Until one day we go to turn them on, and nothing.
  The light does not come up, so we press it again to turn them off, remove the battery and wait a few hours. 
  Then we replace the battery, after checking the charge and try again, nothing after many times.
  So, we tried the other battery, again nothing.
  No lights, no sound, no reaction from the headset.
  
  We read online that if you leave them in the upright position, they can come back and work fine, but that did not work either.
  This headset has not even been updated yet, so no firmware updating issues either.
  So, we tried the cable, nothing.
  Attach the cable to another PC and a MAC, nothing.  
  They just will not turn on, it's so frustrating.
  
  We also looked in your "Authorized dealer"  situation and found out even the company I work for has been dealing with *************** for over 25 years,
  and they have purchased many Steelseries keyboards and mice from that store. 
  They had initiated an invoice system, long time ago before other "Authorized" were stores set up in our town and have a great arrangement with them and would be really ticked-off if you are claiming that they cannot even return their Steelseries products, if they have issues with them.
  Memory Express has only been in our town since 2019, (only 6 years) but our company has been dealing with Elite for over 25 years, most companies refrain from changing suppliers after building up such a rapport of supply and trust over the years. 
  Something you might want to take another look at, and I know of many other companies in our town that did the same, as it was the only place in town for computer parts for a long time.
  
  
  Anyway, I hope the information regarding the headphones helps you find a solution.

  In the meantime, we will keep look out for your response that helps us find a resolution to our issue.

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

  

  Business Response

  Date: 06/24/2025

  Hi there,

  Thank you for letting us know. Please refer to your support ticket going forward for correspondence, we will provide you with possible resolutions in your support ticket. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23395311
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  We have been in contact with your customer support and they recently wrote to us: 

  "My apologies, I did not see that troubleshooting step provided in your exchange with the previous agent. Just to make sure, you've plugged the
  headset itself using the USB-C port on the left ear cup and left it plugged in while trying to power the headset on? Can you check to see if
  there is damage on the battery contacts located on the right ear plate?
  Thanks in advance for checking that out."

  We are the type of people that do read the instructions manual before setting up or using any appliances we purchase, and found it works with great results.

  However, understanding that you do not know that, should allow us some ***** having to repeat the above troubleshooting, when we have already confirmed before that these troubleshooting steps had already been taken with a previous agent, is frustrating.

  Can you please assist us with a solid resolution with our issue?

  Regards

   

  

  Business Response

  Date: 07/01/2025

  Hi there,

  I see that in the ticket, you were given the option to ship the product back to confirm the issue you are having with your headset. Please provide an answer in your ticket to continue with your inquiry. We will be more than happy to provide you with options on shipping the product to us. 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23395311
  
  I am rejecting this response because:

  Hello,
  

  We sent your Cs these messages, and photos/videos as we are not available and not able to return the headphones at this time, here is the reason.

  Message 1

  "Unfortunately, we are on our holidays now.
  Didn't expect to be still discussing with you about our headphone issue for over a month with no resolve.
  However, we attached are some of the photos and videos we took of the headphones when you first asked us for information.
  We took these in case you needed more information back then.
  You can have them now.
  Please see attachments:"

  Message 2

  "As we messaged you before, we are on vacation right now, and we'll be back home on the 16th of July.
  If you want to send us the shipping right now, we will not be able to use it until the 16th of July.
  However, if you send the shipping label closer to our home arrival date that would be acceptable.
  Many thanks"

  That is why it is very frustrating for us, it's as if your staff aren't reading our replies fully, and we end up repeating ourselves over and over, (your staff have admitted to not fully reading our messages in the past). 

  The photos we previously sent your Cs before are attached in PDF format with this response for your examination. 

  In message 2, we shared private information that was necessary to show you that we are not available to send/return anything to you at the present, that was not a comfortable thing we wanted to do.

  As far as we were concerned, it was more than enough private information.

  However, after dealing with your customer service, we felt it was an absolute necessity to let them know our situation, and having to repeat the information again put insult to injury.

  We have waited over 1 month, of back and forth, for an Steelseries issue that our headphones failed to turn off after 6 months of use.

  We are met with purchasing issues that are not advertised on the product, not advertised in your public adverts, and not advertised clearly and publicly, and therefore your are not accepting our warranty claim, this is ridiculous. 

  We immediately sent you the receipt, and all additional information you asked us for, but we were met with refusal.

  Our item is well with in the warranty term, as we know now stated by your company for 1 year, because they just died and would not turn on after 6 months of gentle use.  

  All we wanted to do was get them fixed or replaced within a reasonable time before we went on vacation.

  Now, after more than a month of back and forth with your staff that refuse or do not read our replies, you ask us to return the broken item to you, even when we tell you in two messages that we are on vacation.

  This to us is a head-shaking, eye-rolling moment, seriously, do you treat all your customers like this, or are we special, or is it because we did the right thing, and raised a complaint with the Better Business Bureau?

  Please let us know, as now we are curious.

  If this was dealt with correctly in the first place, we could have dropped the headphones off to your head office in *******, as we had a stop off in ******* on our way to *******, saving your company time and money.  

  This is why we raised the complaint with the Better Business Bureau, as this responsibility avoidance tactic is unacceptable in our present business world as you should well know.

   

  Regards

   

   

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

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent over $200 on a headset only for it to break due to a manufacturer defect. Out of warranty by 6 months and the only offer is 15% off? Its supposed to be a STEEL headset and the plastic broke. This seems extremely unethical. This manufacturer defect is clearly a known issue with this specific item. Why am I paying to fix your mistakes?

  

  Business Response

  Date: 04/15/2025

  Hey there,

  We're sorry that your product and our process did not live up to your expectations. We appreciate the patience you've given us so far throughout this experience.
  
  We take the feedback provided to us and use it to better both our products and processes. Can you provide me with your ticket number? I will be more than happy to look into this issue for you. 
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item valued a little over $100 at a retail store of which I submitted a warranty/*** claim with the manufacturer. I followed all procedure which required me to destroy the defective item I had. We are approching 1 month and I still have not received my replacement item. At first, they provided me a 1-5 business day time frame, and since then, the only thing they are able to tell me is "our warehouse is experiencing delays, we will get back to you as soon as possible". They have emailed me this 3 times already. My manufacter warranty is being eaten up by the delay and there was no provisional credit for the ***.

  

  Business Response

  Date: 04/15/2025

  Hey there,

  Thank you for reaching out to us regarding your RMA replacement. I was able to look up your ticket and RMA number based on your email. Our warehouse is experiencing substantial delays at the moment. I have pinged our warehouse management team for an update/expedition of your replacement. I apologize for the delay and you should be receiving an update on your RMA order soon. 

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of SteelSeries new In-Ear headphones for gaming. Now 4 months in to ownership they are failing. They are no longer charging properly or drain incredibly fast and so does the charging case. I've attempted to let them charge over night only to come back to try to use the headphones and they're at 25% and die within 30 min to 1 hour. The case charged to 35%. All this while using the correct wattage and even tried wireless charging. I've tried to file a warranty claim on their website but there is no place to correctly file a claim as every step you take pushes you into an information loop. I'm extremely frustrated that they make getting support so incredibly difficult that I'll never buy another SteelSeries product again.

  

  Business Response

  Date: 03/25/2025

  Hey there,
  Thank you for reaching out to us regarding your Arctis Gamebuds. We're sorry you're having issues creating a support ticket. One of our support agents can reach out to you soon via email. 

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is less than satisfactory to me but will see what they offer.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/26/2025

  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 placed an order on their website for a gaming headset, the order number is ******* and I paid $349.99. I put as the shipping address ******************************************. After waiting for more than 2 weeks, they delivered the order to a different state, in **********, **. I submitted a ticket through their bot, explained the issue in details and they asked for the same information that I had already provided - again. The ticket ID is ********* expressed myself very clear in the replies that I don't want the order anymore since it's getting very close to a month, which is way beyond any timeframe I expected & estimated by their website, but they keep insisting on sending me the order after they have done their investigation with the carrier. They want me to wait another 2 weeks for this.I don't want anything to do with this company after this terrible service & experience. I want my money back alone!!!

  

  Business Response

  Date: 03/03/2025

  Hey there,

  Thank you so much for reaching out to us regarding the experience with your order. I have reached out to the agent handling your ticket and they are working on getting you a resolution for your issue. There is an open investigation regarding your order and once the agent has received updates, they will get back to you as soon as possible. If you have any follow up questions, or new information to provide, please follow up in your support ticket and we will get back to you as soon as possible.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm looking to have them honor their warranty, I'm told the only way is for me to destroy the product before receiving the replacement ( which I can' t do because I need them for work and don't have a replacement) or to give them $140 to hold on to for an undetermined amount of time ( I don't have $140 to just give away until they complete the process, which could take weeks) they are making it intentionally difficult to avoid fulfilling their warranty.

  

  Business Response

  Date: 02/18/2025

  Hey there,

  Thank you for reaching out to us regarding your RMA claim. Our warranty process starts by validating the information provided to us by our customers (receipt, serial number, address, photos, etc)
  
  We use the information provided to us to verify the eligibility of the product for a replacement. Once the information has been validated, we proceed with the destruction process.
  
  During this part of the **** we provide specific instructions to our customers for the destruction of their product that's specific to the product on their ticket. 
  
  When the destruction photos have been uploaded and validated by our system, we issue a coupon which can be used to order the customer's replacement product. 

  We do have the option to get a replacement prior to the destruction process, which the agent has offered in your support ticket. It normally takes 3-5 business days for that process to be fully completed. Once you order your product, you will get the replacement shipped to you in 3-5 business days. 

  When you receive your replacement, you complete the destruction process and submit the requested photos. When those photos have been validated, you will be issued a refund which takes 1-2 business days. This process can be completed within a week if everything requested has been produced. 

  Please follow up within your support ticket and choose the option that works best for you. Our agent will be more than happy to help!