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:06/09/2023

  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.

  Company sold me a headset called Arctis Pro Wireless. This headset uses a game base transmitter to be required to work. However, when I emailed them to ask for support for either replacing or purchasing one directly, they told me my only option is to purchase an entire new headset almost $300 instead of whatever it would cost to replace the complimentary good that is required for it to work. This type of shady business practice is really disheartening especially because I have been a loyal consumer for years. I cannot just buy a whole new replacement when I have a perfectly working headset that just needs a transmitter which they said they could not sell directly which is false, since they sell a numerous amount of replacement goods especially other transmitters. I am looking for a resolution since support has closed my ticket and refuses to help.

  

  Business Response

  Date: 04/22/2024

  Hello Saad, we would love to be able to help resolve the issue youre having with your Arctis Pro Wireless, if you can provide us with your original support ticket number, we will get back to you with updates and alternative solutions we can provide.
   
   
  Best regards
  ***** Alviar  | ?? Product Support Team Manager  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 20166806
  
  I am rejecting this response because:
  
  1) Answered nearly an entire year later 

  2) providing my ticket # *******

  Sincerely,
  
  Saad Abour

  

  Business Response

  Date: 04/24/2024

  Hi there, 

  Thank you so much for your patience on this matter. We would like to help you with your issue. In your ticket, you state that you need a new GameDAC, which we can provide. Can you confirm if you have the wired version of the Arctis Pro, or the wireless version? We do not have replacement wireless transmitters available, but if you need the GameDAC for the wired version, we can definitely help with that. 

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 20166806
  
  I am rejecting this response because:

   

  i need a replacement for the wireless gamedac for the articis pro wireless. This is the entire problem. If i could purchase a replacement i would just deal with it. But you guys are effectively making me waste a $300 headset for NOTHING since i can no longer connect to my systems 
  
  Sincerely,
  
  Saad Abour

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Snippets of the return ticket is provided below with entire conversation with the customer support team.The original purchase date of this item is 03/10/2023 with a total of $175.75 for a headset. This was delivered on 03/11. The product took hours for others to hear me using the mic on the headset and with adjustments lasting 2 days everyone could barely hear me. I requested a refund that was then the customer support asking if I wanted to work with a product specialist to help, I agreed & was told on 03/29 08:06 that I would be connected to the specialist. I have not had any type of communication from the company since. 04/11 I replied on the ticket that I wanted to just proceed with a refund with no assistance from the product specialist or anyone else. It has been 15 days since they have last said ************ just want to return this headset to get my money back.

  

  Business Response

  Date: 04/14/2023

  Hello,

  Thank you for reaching out to us, and we apologize that you are having issues getting a refund started for your product.

  Please provide me with your ticket number and I will reach out to our support agents to get your inquiry resolved as quickly as possible. 

  Customer Answer

  Date: 04/18/2023

  The Ticket number for this is  #*******   ,    Return order 2498938
  
  
  
  
  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:03/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a headset from Steelseries that is giving me problems. This headset is a replacement because of a previous issue with an old headset. This new headset is less than a year old, and I am once again having issues. There is no physical damage or damage of any kind, yet the headset has become completely unusable. After turning on their ***** software, some sort of irreparable issue occurred, where the audio is now static with loud bursts of sharp sounds. I reached out to support on February 23, and I received a response telling me to uninstall and reinstall both the software and the driver. I did both, and it worked until I turned on ***** again...the problem persists. When I reached out again to let them know that the issue is still there, I received no response. I reached out numerous times to no avail. I have spoken to different people within the company only to be ignored afterwards without a possible solution. I have run out of ways to try to get support on this. I want to clarify that the ***** software that I have mentioned is a Steelseries software that is supposed to work on these headsets, so this is an issue that should not be happening. ***** is one of the "perks" of the headset, so not using it isn't reasonable either. This headset has no damage and should not be experiencing such issues when it is less than a year old..the issue has made them completely unusable. I just want some help, which I have asked repeatedly only to be ignored.

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  Thank you for reaching out to us, and I apologize you're getting this delay in response to your ticket. 

  I have pinged the agent helping you in the support ticket (#*******) and you should be getting a response to your inquiry asap!

  We apologize again for any inconvenience and we will get your issue sorted out as best as possible.

   

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a reported to the company that I have a defective product that will no longer operate. It is one of their Arctic 9X headphones. I have owned them since late December of 2023. I still have the receipt. The headphones come with a 1 year warranty. I initiated a claim, to which they answered by telling me that I needed to depress a power reset button. I did so. It failed to fix the problem. I have tried multiple times since then to communicate with the company. They are now totally unresponsive. I just want a new set of headphones that work.

  

  Business Response

  Date: 03/02/2023

  Hello,

   

  Thank you so much for reaching out to us. We apologize you're having this issue with you're headset and the support process.

  Please provide me with your ticket number and I can look into the delay for you.

• Initial Complaint

  Date:02/23/2023

  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.

  Hi, on July 23rd, 2022, purchased from Amazon.com a SteelSeries Nimbus+ controller for $67.47 as found here *****************************************************************. Received shortly thereafter. Within the last few weeks I noticed problems with the item (joystick drifted to left on its own) and contacted the manufacturer. I was requested to take a video of the problem, which I did and sent it. Manufacturer initiated the *** process (#*******) and requested images of the item from all sides, its serial number, a picture of the serial number and the Amazon.com invoice, which I provided. The next reply, however, requested of me to:1. "Destroy the device".2. Destroy the device's charging port. Take pictures of that.3. Take pictures of the destroyed device from multiple angles.4. Send the photos of the destroyed device, wait to hear back from them, retain in my possession the destroyed device until they provide me with a code that I can use to purchase an exact replacement product on their website, wait for that product to arrive, then dispose of, appropriately, of the destroyed device.I refused to do so, device contains a lithium-ion battery, informed them this is dangerous.Requested support to provide me with their warranty information, they did - *********************************************************************************************************************************** I find:1. No warranty booklet, label, or notice about warranty in received product.2. For brevity, company violates Chapter 50 of Consumer Product Warranties as found here: ***********************************************************************************************, namely:2302(a)(1), (5), (6), (7), (8), (9), (11) and (13), 2303(a)(1) or (2), 2304(a)(1), 2304(b)(1), 2304(d), 2310(a)(1)Potentially, many more.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  Thank you so much for reaching out to us. I have looked into your ticket and your issue.

  We are more than happy to continue with your RMA as it was not declined, but you will have to complete the entire RMA process and proceed with the instructions provided to you within the ticket. 

  Once the required photos have been submitted, we can proceed with getting you a coupon to order your replacement Nimbus+ controller. 

  If you would like to continue with your RMA, please respond to your ticket with the necessary information. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19459121
  
  I am rejecting this response because: it is clear to me that you did not read the ticket/RMA in full as it clearly outlines that you cannot, legally, obligate me to perform anything more than notify you of the issue with the item to receive warranty service. Therefore, I refuse to partake in the destruction, storage and disposal or faulty equipment. I still expect SteelSeries to fulfill its warranty obligation under law and provide, free of charge, shipping of good product to me as well as return label to wherever you deem necessary to return your faulty product.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/03/2023

  Hello,

  We're truly sorry that we are unable to continue with your warranty, as we have the destruction process in place for all of our customers. 

  We are more than happy to continue with your *** as you were not being denied a replacement, we are just require you go through the entire process including the destruction process in place for the *** validation.

  If you would like to continue, please respond in your support ticket and we'll be more than happy to forward the instructions to you again. 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19459121
  
  I am rejecting this response because: I've simply regurgitated your initial response. Next stop, AG of **.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company sold a product with a great Sidetone feature that they then promptly made useless with a software update. SteelSeries has made no attempt in almost one year to fix this. This is one of the features I, and many, considered when purchasing this product.

  

  Business Response

  Date: 02/24/2023

  Hello,

  Thank you for reaching out to us. Do you currently have a ticket open through our support channel? If so, please provide me with your ticket number and we can look into the issue for you in more detail. If not, please go to support.steelseries.com and open a support ticket. We will be more than happy to try and get your issue resolved for you. 

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19457384
  
  I am rejecting this response because I have already gone back and forth with Support Ticket #*******. Nothing was ever resolved and no effort was made to resolve it. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/02/2023

  Hello,

   

  Thank you for providing us with the ticket. It does look like the product support manager has forwarded your inquiry about the volume of the sidetone to our product team.

  We truly apologize if the volume of the sidetone is not to your liking, and have taken the feedback directly back to the product team in hopes they adjust the volume again in the future. 

   

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19457384
  
  I am rejecting this response because this is something that needs to be fixed. It used to work properly but hasn't for nearly the life of the product. It needs to be fixed or my money refunded for the purchase of the headset so I can buy one that works from another company. I'd rather it worked, though. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2023

  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 contacted the company via email; which is the only way the have of contact. I have waited for 2 weeks for an answer and after I have left multiple email messages they still refuse to contact me back regarding a warranty replacement of their defective product.

  

  Business Response

  Date: 02/27/2023

  Hello,

   

  Thank you so much for reaching out to us. We're sorry you're having this issue with the support channel, and your headset. 

   

  Please provide me with your ticket number and I will look into the delay for you and get your issue/ticket resolved as quickly as possible! 

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of headphones from Best Buy online. The headphones are SteelSeries - Arctis Pro Wireless. I'm attaching a screenshot of the online receipt. They are still under warranty. There is a rattling in the right ear like something broke or came loose. I contacted SteelSeries for replacement since it's past time for dealing with Best Buy. At first they said they were setting up a return authorization then when received I would get a code to purchase another one online for $0 to replace them. They requested several pictures of the headset, which I sent. Then I got the response that the serial number is worn off, so they are canceling the return authorization. I'm attaching the photos that I sent them. My issue is if they didn't want the serial number being worn off, the company should not have put it somewhere that would be in contact every time you put the headset on or off. Of course that spot will get worn. They refuse to honor the warranty. At this point I don't want a replacement, I don't want to deal with the company anymore. I want my money refunded so I can buy from another company. Unfortunately, I also purchased a newer model from them - both sets cost $350 each so I'm at the point I've wasted over $700 from these guys. The new headset is worse than the first one. Any movement at all and they slip forward or backward off your head. I just want my money back from the broken set so I can get a new set from someone else. If there's any other informaton I can provide, please let me know. I would very much appreciate any help in getting this resolved. Thank you.

  

  Business Response

  Date: 02/01/2023

  Hello,

   

  Thank you for reaching out to us, we apologize you're having this issue with your headset and the *** process. In order for us to gather more information about this inquiry, please provide us with your support ticket number and we will be able to look into the issue and update your support ticket as needed.

   

   

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18955838

   

  Your ticket ID: #*******

  This is the information requested.

  
  
  I am not accepting or rejecting at this time, just responding to the information that was requested.
  
  Sincerely,
  
  ******************* Park

  

  Business Response

  Date: 02/02/2023

  Hello,

   

  Thank you for providing us with that information, I have pinged one of the support managers for your ticket, and they will update you in the support ticket you provided.

   

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service 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.

  Tried to RMA a defective problem but keep getting the run around. They accepted it and gave me unclear instructions, but wont clarify. Ive exchanged close to 18 emails with them and they refuse to clarify or help me. They also wont provide a phone number to speak with someone and make this easier. Seems like theyre actively avoiding it so that they dont have to replace their defective product.

  

  Business Response

  Date: 01/26/2023

  Hello,

   

  Thank you for reaching out to us. We apologize you're having this issue with your *** claim.

  Can you provide me with your ticket number(s) and I will look into them and contact the agent helping you out. 

  Customer Answer

  Date: 01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided they actually follow through on the **** Were now at 21 emails and they still have not resolved it. Ticket number is #*******
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an expensive SteelSeries Arctis 9x Wireless Headset.The item turns out to be made of cheap plastic and broke with gentle use.It was never thrown or mishandled due to they were expensive.There have been numerous consumer reports about the connector of the headset band to the ear muffs breaking. And that is what happened to mine.I am wanting to have a brand new replacement sent to me as I have heard and read stories on forums where they sent refurbished replacements that break within a few months, just long enough to fall out of the warranty. SteelSeries is giving me the run around on following through with their product quality.

  

  Business Response

  Date: 01/20/2023

  Hello,

   

  Thank you so much for reaching out to us. Are you able to provide us with your ticket number? All resolutions will be through the support ticket as we are not able to directly resolve any issues through this channel. 

   

  Thank you in advance for providing that information. 

  Customer Answer

  Date: 01/21/2023

   
  Complaint: 18867030
  
  I am rejecting this response because: the response from the business does not resolve my issue. The quality I paid for a $200 headset broke with gentle usage. The item was never dropped nor mishandled in any way shape or form.

  many consumers that bought the SteelSeries Arctis 9X wireless headset have reported the same exact issue with the connection joint from the headband to the ear muffs. Ironically, the right ear **** appears to be the one that many have mentioned.

  For a $200 headset, that is handled with care, one would expect to last longer than a year and a half.

  Your company needs to do right and either send a brand new NON REFURBISHED Arctis 9X wireless headset for the Xbox or a voucher of price including taxes.

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

  

  Business Response

  Date: 01/23/2023

  Hello,

   

  Thank you so much for following up with us. Our warranty process is a replacement process and when the process is complete, we provide a coupon to order a new product from our web store, not a refurbished product. 

  We will be following up with you within your support ticket as we are not able to resolve issues through this channel. 

  We apologize for any inconvenience, expect to hear from us within your support ticket soon. 

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18867030
  
  I am rejecting this response because:I have not received confirmation that my product is being replaced. I am not using your ticketing system for your company to try and s**** me out of a replacement due to your cheaply made product.

  A new device needs to be sent to my address.

  This matter is not closed until the replacement has been received.

   

  12532 *************

  *****, ** 33626

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