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 has 12 locations, listed below.

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  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  160 North Gulph Road Suite 2181 B Kng of Prussa, PA 19406

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

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:05/13/2022

  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.

  Purchased a Razer Blade 15 May 28, 2021 from the razor.com website. On May 10, 2022, the power pins on the unit broke, thus limiting the ability to charge the laptop computer. The unit can no longer charge properly.1. Contacted Razer support. Sent all requested documentation (including proof of purchase, photo and video of the unit highlighting the faulty power pins) on May 12, ******. May 13, 2022- received an email from "***" stating that Razer voided their own warranty??!!!! "Before we proceed we would like to let you know that what happened to your laptop has voided the warranty therefore we will process an Out of Warranty Repair. We can also offer you a 20% off discount on the repair cost."3. This arbitrary finding is completely unacceptable. This unit costs >$2000 and worked for less than a year. There is no reason or policy stated by Razer to void their warranty. The unit has no external damage, was not dropped, and has been well taken care of.There is a clear defect in the materials and/or design of this unit. This falls well under the Warranty information from Razer (see attached documentation).RAZER NEEDS TO REPLACE THIS UNIT FOR FREE OR OFFER TO FIX THE ISSUE FOR FREE.

  Business Response

  Date: 05/18/2022

  Razer has acknowledged the issue and is working to resolve. After further investigation Razer is prepared to offer In-Warranty Repair for this incident. The Razer support agents have provided the customer with a "Data Liability Agreement" which requires approval prior to the repair process starting. Please continue working with the Razer support agents to ensure they have all the information necessary to conduct repairs. 

  Customer Answer

  Date: 05/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/08/2022

  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 two laptops from razer, one of which fedex confirmed had been lost. razer never offered any help and gave no response after I went to the police station to file a report, insisting that it had been delivered. fedex's proof of delivery did not have any of my signature or real information and had determined that they could not confirm the location and make another delivery, and razer left me alone to contacted fedex and dealt with the incident and refused to pay me.

  Business Response

  Date: 05/13/2022

  Razer has investigated this shipment with the courier and confirmed delivery. The courier is responsible for proper and safe shipment to the customer's address. Please dispute the incident with the courier if there are additional concerns. Additionally, the customer needs to ensure the address provided is safe from public access and theft after delivery.  If theft after delivery occurred, please contact your local authorities and file a police report for the incident. 

  Customer Answer

  Date: 05/14/2022

  the shipment lost is because fedex driver didn’t deliver as the shipper requested. All the claim process needs shipper to complete. You can see courier’s response. It’s not customer’s responsibility to contact with a third party.

  Business Response

  Date: 05/21/2022

  The courier FedEx conformed delivery of this shipment on Friday, February 4th 2022.There is no indication of shipment errors during transit or during delivery with the driver. FedEx has a rigorous tracking system and Razer would be notified if issues arose during transit. 

  Customer Answer

  Date: 06/24/2022

  The shipment is lost during the delivery part. The driver confirmed it’s delivered without a signature and the reception office didn’t even sees him. He signed my package and didn’t deliver it! Razer never shows me the signature for this shipment and I already reported this to the police. Fedex has confirmed it’s lost by sending me a typed explanation on BBB. I already send this many times but your customer service keep ignoring it, thinking they know better than Fedex or anyone. This is nonsense.

  Business Response

  Date: 02/15/2023

  On February 7th, 2022, Xiao Liu contacted Razer regarding the delivery status of two orders. The Razer support agents informed the customer that order ******************* was scheduled to arrive on Feb 8th with tracking number: ************* while order ******************* was successfully delivered already with tacking number: 564118791080. The customer informed Razer that order ******************* was not received and the apartment complex did not have record of receiving the shipment. The customer stated that he contacted FedEx and believes the shipment may have been stolen. The Razer support agents proceeded to advise the customer to file a police report with the local authorities if theft after delivery was suspected. The customer replied and asked Razer to file a police report instead of proceeding to file the report himself. Traditionally the party who has experienced a loss is the entity responsible for filing the police report, not a 3rd party. Razer also insists customers file the police report in these scenarios to ensure authenticity. According to standard process, the Razer support agents insisted the customer to file the police report and to provide a picture of the document to validate the claim of the stolen package. The customer could not produce photo evidence of a police report. On February 26th the Razer support agents advised the customer to file chargeback with their financial institution to rectify the value of funds that was lost due to theft after delivery. The customer claimed he was unable to file a dispute with ****** because his bank is in China. The customer also claimed the tracking number provided by Razer does not indicate the shipment was delivered. The support agents then provided two documents from the courier to the customer which showed Proof of Delivery for both orders ******************* and *******************. The tracking numbers seen in these two orders are 564118791080 and 564118791080, which both indicate successful delivery to the customer’s address in ********* **********. Given the proof of delivery documents from the courier, Razer’s final stance is that both shipments were delivered to the customer and theft after delivery occurred. Razer cannot take responsibility for circumstances that occur after delivery and requires the customer to take action to resolve the issue through separate avenues. The customer’s options at this time are to proceed with a police report, file a chargeback with their financial institution, and/or file a claim with the courier to object to the proof of delivery documents that have been provided.

  Customer Answer

  Date: 02/15/2023

  First of all, I did drive to a police office and filed a report. I sent the claim number and the contact of the police officer/police station to you last year. Secondly, this shipment needs direct signature from me, clearly the driver didn’t ask me to sign and give me the shipment and the proof of delivery is completely made up. It’s not being stolen from anyone, the fedex driver did not delivered the shipment. And I have textual evidence that fedex said they have admitted that this item was lost during delivery and they have contacted the sender to make the appropriate compensation. So where is my money and my computer? I had sent a formal merchant complaint in ********** State a few months ago and they responded with a completely untrue proof trying to tell me I lost money and the computer I was supposed to get. I wrote all the facts and attached verifiable evidence to each one. Razer is just deliberately avoiding the facts and refusing to cover the damages caused by their designated courier, leaving the consumer to bear the burden of it all. If you have evidence, why do you refuse to respond to the ********** State attorney? Why not just respond to the police case number and other evidence I attached? I have filed a lawsuit against your unscrupulous merchants who manage chaos and nonsense.

  Business Response

  Date: 02/16/2023

  The information that Razer has collected regarding these orders is contrary to the customer's claim. Razer has proof of delivery to the customer's address and proof the customer was resisting to file a police report during communication with the Razer support agents. Additionally, communication with ***** is conducted via email, not through a forum format depicted in the customer's attachments. This document appears to be created in Microsoft Word. 
  
  Please inform the customer that attempts to drag out claims with Razer will not result in refunds, free products, or credits of any kind. 

  Customer Answer

  Date: 02/22/2023

  Razer is definitely the company that makes up the most lies haha. My contact with ***** was typed in Microsoft word? I'm sorry, but can't you see from the interface that this is a screenshot of a Bbb complaint? This is a complaint I made against ***** last year because they lost the computer I was supposed to receive. How are you able to tell that this is a copy of mine? I have Bbb's case number and the entire record of dealing with ****** They finally settled but it was Razer that refused to give me the compensation I was entitled to, not ***** that refused to pay. What's even funnier is that you guys say you don't have a police record, please look at the screenshot I attached now, what is the date on it? 

  I don't even care how long it costs me to spend with you guys, the real issue is that everyone has to know that Razer's entire service is a piece of crap, and a company that simply doesn't admit it has done anything wrong and can lie even when looking at the evidence shouldn't even continue to exist.

• Initial Complaint

  Date:05/04/2022

  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.

  4/28/2022 I was browsing the razer electronics web page looking at computer keyboards and mice.I added 2 items to a shopping cart, a keyboard and a mouse, with a total about of $89.98.Upon reviewing the items in my shopping cart I changed my mind and decided to shop elsewhere.I never signed up for any account. I never submitted any information about myself. I never opted in to any type of advertisements, to reiterate I never gave any of my information or email address to Razer.The following day, 04/29/2022 I began to receive emails from razer advertising products. These emails provided two hyperlinks allowing me the options to either A: opt-out of further emails or B: unsubscribe from further emails. Both of these hyperlinks attempted to draw me to a webpage that declared the security license for ********************** has been revoked and to not proceed any further or my data may be compromised. I contacted Razer support via their website and requested they remove my email address from any of their mailing lists. I have now had a back and forth conversation with Razer of some 20 separate emails from their employees. In these emails they have not only denied assisting me, but have entirely ignored my requests. They have requested copies of the emails which I have already sent them again and again. They have demanded personal information such as my date of birth. They have generated a multitude of reference numbers for my case and thrown my case around between a multitude of associates. They have been giving me the run-around from the very beginning and I have repeated myself over and over again. To please remove my email address from their system. In one instance I was told that I was being transferred to a higher department to solve the issue, tech support ended up responding and again said they would be transferring me to a higher department. So on and so forth. This is all deeply concerning.

  Business Response

  Date: 05/09/2022

  Razer has acknowledged the issue and is working to resolve. Razer will delete all personal identifiable information from their records and ensure no more promotional emails are sent to the customer. To ensure no more information is sent or received the customer may also choose to block incoming promotional messages or **** them for spam. Please continue working with the customer support agents to ensure they finalize the process on their side and ensure all customer records are erased. 

  Customer Answer

  Date: 05/10/2022

  I am rejecting this comment as I do not know what my timeline is before the case automatically closes by default. I have received an email a week ago from today that tech support should be contacting me to confirm the purging of my data from all of Razer and it's departments and/or affiliates who may have been given my information within two business days. I have since then never heard back from them. I have however received a separate email from Razer also a week ago from today asking me to participate in some surveys. So it is evident to me that the problem persists unresolved.

  Business Response

  Date: 05/13/2022

  This issue has been escalated within the Razer support teams to investigate if any customer information is still present within the company records. The surveys the customer received were likely related to the performance of the support agents that worked with the customer during the incident. Please make an effort on the customer side to restrict undesired emails or communication from Razer. This includes blocking undesired emails. This can be performed while Razer ensures there are no current records on file from the customer. 

  Please continue working with the Razer support agents if more information is needed to resolve this issue. Pictures and other evidence might be helpful for the support agents to locate the origin of where customer information is stored. 

   

   

  Customer Answer

  Date: 05/17/2022

  I have already forwarded the Razer team the emails I received, and was never responded to. They continue to ask over and over again and any response I do give them, they ignore the facts. Any further response I give them just cycles back to redundant emails with the same consequencless statements and requests. It is very obviously a calculated attempt at harassment and resolution prevention. The most recent several emails I have received from Razer very loosely states that they have complied with these requests at purging my information and I will not be receiving any further emails. They are very tactfully attempting to further provoke response from me in order to provide themselves with the excuse of being able to perpetuate the situation and allow them to continue to respond in multitude through emails. The 'why?' of all this I still fail to understand. Either way they have now issued me a statement saying the case is closed. So until further notice, I will have to take the companies word at face value with the assumption that the problem is resolved. Thank you for your assistance, BBB.

• Initial Complaint

  Date:05/03/2022

  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 filed a warranty support request with Razer stating that the dongle on my Nari headset had separated itself through poor workmanship on Razers part and not through any accidental break, act of god etc. They requested proof of purchase, pictures of the dongle, all my other personal information. I was able to provide all but the dongle because the product damage caused the item to break inside my PC and I had to pull it out with tweezers which i threw the product pieces in the trash after removal. They stated that this was caused by accidental damage and would not be covered making my $100+ pair of headphones virutally useless because the dongle failed. Even after i explained that the damage happened only through normal regular use and not via accidental damage they refused to cover it under their warranty. I have worked on computers for decades and this in my opinion was caused by poor adhesion of the metal basket around the *** portion of the dongle causing separation through normal wear and tear. The resolution I am seeking is to have razer provide me with a replacement dongle that I can synch to my current headphones to make them functional again under the warranty that covers them or if thats not available replacement headphones and I would send back mine for them to use for parts within their supply chain.

  Business Response

  Date: 05/05/2022

  Razer has acknowledged the issue and is working to resolve. The spare part dongle has been requested from the repair center and Razer is currently in process of checking inventory. Please continue working with the customer support agents to ensure the replacement part is received at the correct address and properly functioning. 

  Customer Answer

  Date: 05/05/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *****************************
  
  
   
  

• Initial Complaint

  Date:05/03/2022

  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.

  Bought a keyboard from Razer a couple of months ago. Gently slid the keyboard about 2 inches across my desk so I could put my plate down. One of the feet on my keyboard broke off (cheap plastic). I contacted Razer to get a replacement foot (which, again, is a cheap $0.02 piece of plastic). They refused to send me one. Instead, they asked for a ton of information about my product such as a proof of purchase receipt, pictures of serial numbers from bottom of keyboard, information about what happened, etc.. After almost 2 weeks of emails back-and-forth, I got a final reply today from Razer stating that the damage was my fault and that they won't fix it under warranty. Even though I put the cause in my first email, nearly two weeks ago. They wasted all this time of mine for them to basically tell me to "get lost". I will never spend another dime on this company. Cheap products, nor do they care about their customers.

  Business Response

  Date: 05/05/2022

  Razer has acknowledged the issue and is working to resolve. The customer support agents have referenced the customer's case information and escalated internally. The customer has a valid proof of purchase and thus the warranty is still active. A replacement part will be sent to the customer to fix the broken piece. Please continue working with the support agents to ensure the part is received at the correct address and is functioning properly.