Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd

  11401 Century Oaks Ter Austin, TX 78758-8699

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

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:02/17/2025

  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 am filing this complaint against Razer *** for violating consumer protection laws and refusing to resolve a recurring defect in their Razer Viper 8KHz mouse, despite three failed replacements and explicit guarantees under warranty.Original purchase: Made around August 2023 in ******* - I unfortunately no longer have the precise info.Subsequent replacements: October 2023 (in-store exchange), June 2024 (US RMA), February 2025 (pending fourth RMA).Business Commitment:Razers warranty promises a fully functional product and guarantees replacements/repairs for defects. Support agents explicitly assured me replacements would be free of defects. They also promised a service called White Glove treatment, in which they would have the mouse tested carefully. Even after that, my unit was still defective.Nature of Dispute:The Razer Viper 8KHz has a known, widespread defect causing its scroll wheel to malfunction (scrolls backward, skips inputs).Razer has replaced my mouse three times with the same defective model, violating the ** Directive 1999/44/EC and also California Song-******* Act (Razer HQ)Razer refuses to provide a refund, upgrade, or different model, forcing me into a cycle of defective replacements.Resolution Attempts:Three RMAs (case numbers: 250213-000535, 250212-000112, 231207-001978).Multiple emails with support requesting escalation, refunds, or alternate models.Razers final response will be attached.Advertising ***************************** markets the Viper 8KHz as a premium, flawless gaming mouse but fails to disclose this defect. Search results on ****** for Razer Viper prominently show these issues.Requested Resolution:A full refund of $80 under **/California consumer laws.OR a replacement with a different, non-defective model (e.g., Razer Viper V3 Pro).AND Compensation for time spent resolving this issue and costs incurred from purchasing temporary replacements.

  Business Response

  Date: 02/24/2025

  Razer support needs more time to investigate the customer's concern. Given the circumstances, Razer would need to validate the customer's proof of purchase. For any Limited Warranty claim, a valid Proof of Purchase is required as indicated in our limited warranty policy. It would be very helpful if the customer in able to provide a vaild proof of purchase.

• Initial Complaint

  Date:02/15/2025

  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 laptop from Razer back in July of 2023. Around December 20th *************************************************************************************************************** to be repaired. They replaced the motherboard and the device did indeed now turn on and work but the device somehow got damaged at the repair facility because the frame was bent when I received it. The box had no damage and I did not send it in with damage so it had to have happened there. I opened another claim but was told that the device already had the motherboard replaced and they sent it back without fixing the damage. I can't seem to be able to get someone real to talk to me, I just get replies from AI bots through email and when I call I get people who say they can submit a request they'll hear back on in about a week. I just either want them to fix the damage they caused or refund me. I can send pictures of the damage and the box I received it in if needed.

  Business Response

  Date: 02/27/2025

  Razer support has already contacted the customer with regard to his concern, RMA RZC-2011075 was created in order to address the customer's concern and the unit is already on the way to the repair center for processing.

• Initial Complaint

  Date:01/30/2025

  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 mouse which is under warranty and they have made me jump through a ridiculous number of hoops verifying amazon won't take the device back and then getting numerous documents in writing and now demanding that I record a mouse not working making a you tube channel and sending a link to them i just want the device replaced.

  Business Response

  Date: 02/04/2025

  Razer support has investigated the customer's concern. Unfortunately, the customer's unit was purchased from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers.

  Customer Answer

  Date: 02/06/2025

  They have no proof of any of these accusations and if they would like to examine the device they can have it sent to one of their facilities for examination 

  Business Response

  Date: 02/12/2025

  Based on the customer's proof of purchase, the customer's unit was purchase from an unauthorized reseller. Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer. Razer has these policies in place to protect both our valued customers and resellers. 

  Customer Answer

  Date: 02/18/2025

  We have gone down that path at your advisement and we're sent the response it is not reasonable to expect someone to record a malfunctioning mouse if the device needs to be verified the standard practice is to have technicians check the hardware for tampering and performance

• Initial Complaint

  Date:01/22/2025

  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.

  On July 5 2023 I purchased a Razer Nari Headset via ******, and on December 28th 2024 I filed a warranty request-the act of filing such a request was abhorrently difficult, Razer made it so this option is not easily accessible in a deliberate act to dissuade consumers from filing warranty claims it seems. Furthermore, I had to use an automated chat feature which also told me my warranty was not valid despite the two year warranty on the purchase page, box, and Razer's page. After arguing with the system I got a representative and was forced into the customer service **************************** has customer service designed to drag out a request-it's made this way to make it so I cannot get my item fixed or replaced. Razer is requesting that I send them my item-no method to ship safely (I would need a box) and no guarantees it won't get lost or damaged in transit. Razer then assesses my item and then decides to fix it, replace it, or tell me to deal with it-Razer also offers a hilariously bad option of paying an **** price of my item to Razer itself, AND shipping, and then sending them my "defective" good at the same time, and then they assess to determine if there is a refund. Also, at this time I will note the **** on Razer's site is significantly higher, not only this but Razer's shipping is slow. Disgustingly slow. I ordered from them previously and it took twenty business ******** then, I have had over 21 emails, 8 calls, and been on the phone for roughly six hours with Razer now. I have spoken to countless people who just read from a script and DO NOT help-again, this adheres to what I was saying-Razer wants to frustrate you. To drag it out so warranty ends, or you just get fed up and go elsewhere.I just want my headset replaced or a refund for this faulty product. I've bought dozens of things from Razer, and this is a nail in the coffin for me. I'm absolutely floored with how bad their care is-unless you are swiping a card--Razer does not help you.

  Business Response

  Date: 01/23/2025

  As the customer's unit is still covered by the limited warranty, Razer support will be replacing the customer's unit via the *** process as per our Limited Warranty policy:************************************************** regard to the *** process, more information can be found here: ******************************************************************************1dqj5an*_gcl_au*MTIzMTM3MTI5MS4xNzM2MTg0Mzk1*_ga*NzUxMDI4OTY0LjE3MzQ5ODY1NTY.*_ga_3TRK53PM75*MTczNzY4MDc2MS4xMi4xLjE3Mzc2ODEyMDQuNTcuMC4w&_ga=2.257684747.1015818968.1737680762-751028964.1734986556. The customer may opt for the Standard replacement option or Advanced replacement option.

  Customer Answer

  Date: 01/24/2025

  My request was not ready in the slightest.

  This is absolute insanity. I have repeatedly had issues with Razer not communicating and Razer is continuing to do more of the same. Mindlessly parroting a policy is not going to resolve the issue here when I have no credible trust to place in the company after numerous calls and disputes.

   

  Not to mention I have had representatives lie and say someone "above VIP ************** will speak to me, but other members of that area claim there is nothing above it. So which is it? Am I going to be contacted or not?

   

  Obviously not. Any time I respond to Razer it all starts over again. THIS is why I do not trust your company with sending my headset away or giving you more money. I have no faith that I would get something fixed. I feel I would lose a device that is somewhat running currently to just be gone altogether.

   

  I wish to have someone speak to me. Human to human. 

   

  No more parroting. No more scripts. I need to have a proper dialogue with a proper individual. One who will be held accountable for what they promise me. 

  Business Response

  Date: 02/01/2025

  Razer support has contacted the customer already and a replacement is in progress via RMA RZC-1990283.

• Initial Complaint

  Date:01/20/2025

  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 a $98.40 mousepad from Razer last Dec. 4, 2024 because the purchase included three World of Warcraft (WoW) in-game items. I received three WoW in-game redemption codes from Razer last Dec. 29, 2024. I was able to redeem two out of the three WoW in-game items. The code for the third in-game item (Iron Skyreaver) gave me an error message saying that I'm not in the correct region to redeem the item. I contacted Razer about it starting on Jan. 2, 2025. Their customer service team just kept saying that they're working on it. I posted a negative TrustPilot feedback about my experience on Jan. 9, 2025. That day, Razer reached out to me again to tell me that they're working on this issue. On Jan. 10, 2025, I received a message saying that they fixed the issue and that I could redeem the code. When I tried to redeem the code again, it did not provide me with the appropriate region (U.S.). If I redeemed the code in a different region, I would not have been able to use the code in my WoW game. I let Razer know about this.From Jan. 10, 2025 to today, Jan. 17, 2025, Razer has just been sending me an email everyday saying that they will let me know if there are any updates. I had asked them to provide me with additional information, such as what is causing the delay and if they could provide a more specific estimate of when the issue will be resolved. I have also requested a refund in lieu of getting a functional code. My requests have been ignored. If I do not respond to their daily email saying they're still waiting for updates on my case, they'll assume that my issue has been resolved and close my case without resolution.Razer emails me everyday telling me that they're working on this, and if I don't respond to a daily email, they will close my case without resolution. I'm questioning whether they're actually dedicating any resources to actually fixing my issue, or if they just have me on a daily automated email until I give up pursuing this issue.

• Initial Complaint

  Date:01/13/2025

  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.

  I placed my order with Razer on DEC 10th and after a significant delay requested a refund. Up to this moment (JAN 13th) refund was not issued and Razer keeps sending me meaningless emails.

  Business Response

  Date: 01/17/2025

  Razer support has reviewed the customer's concern Based on the provided information Razer has already refunded the customer's order with order number *******************. With regard to the refund for the Advance replacement with RMA RZC-1952633, the refund is currently in progress. We will communicate with the customer once the refund has been completed.

  Customer Answer

  Date: 01/22/2025

  Razer has been saying they will make full refund for about three weeks now and avoid providing any specific dates. Since DEC 30th 2024 they keep coming up with clearly made up reasons not to make the payment (the package hasn't yet been received by our warehouse, our internal procedures take a bit longer than expected, we are still looking into this, please bear with us we understand your concern etc).

  Considering I've been reaching out to them almost on a daily basis requesting my refund they are just trying to buy some time making different **** respond to my emails making me explain the issue over and over again.  

  Business Response

  Date: 01/27/2025

  As per our records, the customer has already been refunded in our system. It may take around 7 to 21 days for it to be reflected on the customer's account depending on the financial institution.

• Initial Complaint

  Date:01/10/2025

  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 a Razor Gold card I put $100 dollars on the card and when I got home and scratched the card there was no money on it bi took it back to the store where I bought it they said it was nothing they could do and for me to call Razor but I couldn't find a number I called the BBB the other day and they gave me link I contacted them and they told me to upload everything which I did they gave me a reference number I uploaded everything about four times or more and they keep emailing me telling me to upload my information they said if they didn't hear from me in ****************************************************************************************************** 250107-000378

  Business Response

  Date: 01/17/2025

  Razer support has tried to contact the customer multiple times but was unable to contact the customer. We ask that the customer continue to contact via the provided Case # ******-000378. Based on the last contact, Razer support would need the following: Back Gift Card Image(Full image and do not crop it) all 4 edges of gift card must be visible. - Full Image Proof of purchase: (Receipt from Bank/payment platform) (Note: the receipt should include transaction ID, amount, time, date), in order to conclude its investigation.

• Initial Complaint

  Date:12/24/2024

  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.

  BlackShark V2 Pro (2023) headset

  Business Response

  Date: 01/06/2025

  Razer support is still currently actively investigating the customer's concern. ********************** support would need more time to respond to this concern as we are still currently doing the investigation.

  Customer Answer

  Date: 01/07/2025

  Would like them to address the fact that they scammed me and refused to be any help with the situation and refused to provide contact info for their legal department so i can sue them for the money. The have told me multiple times that they know ahout this BBB complaint and still refuse to respond to it. I just want my money back and to never do business with this company again, 

  Business Response

  Date: 01/23/2025

  A replacement has been processed for the customer via RMA ***********.

  Customer Answer

  Date: 02/04/2025

   

   I'm sending this email to reply to my complaint because your site will not allow me to respond to you guys. It just gives an error and has been for the last week since your guys sent the last response. I included a screenshot of the error. And now you guys just closed the complaint when I have still not received anything from the company. Nothing has shipped haven't not received any update from them. It has been 2 months since I send my product in for warranty. The company has done nothing but give me the run around while trying to scam me. They said multiple times that they were aware of the BBB complaint and still refused to answer it for 2 months. 

   

  Business Response

  Date: 02/04/2025

  The customer's replacement has already been delivered based on RMA RZC-******* with tracking number 1Z138V9V4224941419. 

• Initial Complaint

  Date:12/21/2024

  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.

  The dongle part of the nari essential headset stopped working and razer doesn't sell replacement parts to get consumers to buy the newest model. I'm going to provide a link to a forum on their own *********: ************************************************************************************************************************************ also the serial number on my nari headset is: ***************

  Business Response

  Date: 12/23/2024

  Razer support has reviewed the customer's case. Unfortunately, the customer's unit is already out of warranty thus we are unable to process a warranty replacement. The customer may find more information about the limited warranty policy here: *********************************************.
  

• Initial Complaint

  Date:12/17/2024

  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.

  Razer is a bunch of scammers when you pay for a products and they refuse to give you the entire order that is the definition of a scam. Two game codes are supposed to come with my order but razer makes up every excuse possible why they cant give me my complete order. Your info doesnt match the order when I just gave them my order invoice that they game me when I paid. Literally scammed me out of almost $5000 on a non functional laptop that they refused to replace and cant even give me two games. Quite sad.

  Business Response

  Date: 12/23/2024

  Razer support carefully reviewed the claim and, unfortunately, Razer support found some inconsistencies that prevent us from approving the game code replacement at this time. We have to adhere to strict guidelines to ensure fairness for all our customers.

  Customer Answer

  Date: 01/06/2025

  thanks for no help at all razer.

  Business Response

  Date: 01/13/2025

  Razer support has reviewed the customer's concern and unfortunately it is evident that the customer has violated the terms and conditions to obtain the free game codes. Razer reserves the right to cancel or deactivate gift card(s)/game codes if original orders are returned, or if abuse (inclusive but not limited to: exploitation of glitches, multiple account creation and spamming) or fraudulent activity is suspected.