ComplaintsforRazer Tools, LLC.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wireless mouse not charging, factory defect. Razer won't recognize the defect.

  Business response

  06/11/2024

  Please be advised that ******************* did not purchase our Rotorazer / Razer Tools which is used for cutting tiles and wood for in-home projects.  We are not affiliated with Razer the company that sells wireless mouse.  We kindly ask that you remove this complaint from our Rotorazer / Razer Tools' profile.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer saw a tv ad for the business offering 3 payments of $49.99 but when he called they gave him a price of 3 payments of over $60.00. He feels this is false advertisement.

  Business response

  11/16/2023

  We thank you forwarding ******************************* complaint to our office.  The Rotorazer is advertised for three payments of $49.99 and when customers call our order line they are given the cost of shipping and processing and if applicable, state sales tax.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered the Rotorazer product as seen on TV ad with impression of a low price deal and a good product. They have charged $98.26 in March 2022 via ****** and attempted to collect another $129.81 later. The product is not as advertised. It isn't easier to use as compared to a regular saw and certainly would not work better at all. I was in the middle of a move and in the process forgot to contact and return the product. Now, I get a collection letter for $129.81 that I think was not clear when I purchased it originally. I'll gladly send the rotorazer back if they can provide pre-paid shipping and refund $98.26.

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/12/14) */ Contact Name and Title:************** Contact Phone: ************ Contact Email: ********************** We thank you for forwarding Mr. ******'s complaint to our attention. On 5/25/22 Mr. ****** purchased one********* Rotorazer on our website for $194.70 plus $19.95 for shipping and processing and $13.42 for ********' state sales tax for a total of $228.07. Mr. ****** opted for our 3 payment plan to be billed in 3 monthly installments. The first payment of $98.26, includes the first installment for $64.90 plus $19.95 for shipping and processing and $13.42 for sales tax was billed to his Paypal account on 5/25/22. On 6/25/22 we attempted to bill his Paypal account for the second installment of $64.91, but it was declined. We made 3 more attempts to bill his account on 7/4/22, 7/8/22 and the final attempt was on 7/12/22. We extend a 30-day return policy to all of our customers and during this time Mr. ****** did not contact our customer service to express his desire to return the Rotorazer for a refund. We then sent Mr. ****** two courtesy reminder letters on 7/19/22 and on 8/9/22. We eventually forwarded Mr. ******'s delinquent account to our third party collection agency. Please feel free to contact me if you require any additional information. Consumer Response /* (3000, 7, 2022/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still the advertisement was not clear on recurring charges. Product is not usable as advertised and I was not given a chance to return the product before sending to collections. Businesses with such deceiving practices won't succeed in the long run. I am sorry but much better and effective product are available in the stores for the fraction of this product cost. Business Response /* (4000, 16, 2023/01/10) */ We are sorry that it was not clear to ********** that he purchased the Rotorazer on our three payment plan. ********** made no attempt to contact us after being sent our in-house courtesy reminder collection letters. If he had, this could have been resolved then. He filed a complaint with your office only after he was sent to collections. We are sorry that he is dissatisfied with the unit and is welcome to return it to us. We will email him a Fedex return label and issue a refund less the shipping and processing as advertised. We will also reach out to our collection agency and ask them to close their account for **********. Thank you. Consumer Response /* (2000, 18, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've never gotten any notice from the company prior to collection notice. They finally sent the return label and I sent the rotorazer back which I only have tried to test once. FedEx shows that it was delivered to them. The refund amount is $78.31 which is less than what they have charged ($98.26) on the paypal with automatic payments authorization. Buyer be aware to check if your paypal payment have them authorized for future payments without your knowledge. I don't have time to go back and forth with them for $20, so I decided to not pursue it any farther.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a Rotorazer Saw Model #RZ120 about 18 months ago. I've used it twice. I tried using it yesterday but the blade became stuck and the motor started to smoke. I tried to email the Customer Service email for Rotorazer and it was sent back. They don't answer the customer service phone number. I spent over $150.00 on an item I used twice. This is an awful product. Thank you.

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/04/22) */ Hi ********-Thank you for letting us know about your experience with the unit. We are so sorry that it is not working properly. We are happy to issue you a refund for the unit. A refund of $157.53 has been issued to your card on file. Thank you for also letting us know about your issues trying to connect with Customer Service-we will look into it on our end. Thank you- Consumer Response /* (2000, 7, 2022/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund is acceptable

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not finalize the order threw Pay Pal and got out of site after I seen they tried to charge almost ***** more then I got a notice from pay pal charging me and email saying I ordered it I DID NOT and pay pal wont do anything till they ship order this is not right

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/21) */ Hi. Thank you for letting us know what happened with your account. I did find an order for you. When you opted for Paypal and clicked place order-the order was accepted. It was for one Platinum Rotorazer order placed on our website on 12/13/2021. The unit was $169.80 plus $19.95 s/p and Indiana state sales tax of $13.28 for an order total of $203.03. The order shipped on 12/14 and per UPS tracking number ****************** they show it was delivered on 12/20. Please let us know how we can further assist you. Thank you-

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2021 purchased from Rotorazor ***** in June 2021 i returned the unit and was received by Rotorazo on July 7th, and was told i would get a credit. i gave 30+ days for credit, in August i called RotoRazor asking where my credit was, customer service stated they could not credit my Debit card, it was being declined. i informed i had received a new debit card as my old one expired, Rotorazor informed me they would send a check. i called again Sept 9th asking where the check was, they informed me again, they tried to credit back my expired debit card, again i informed that i was told in August a check would be sent, they apologized and said we have escalated to managment to get you a check sent, i called again a couple weeks later and sent an email, where again i was told they could not credit my card, again i told them the previous phone call was it was escalated to mgmt and a check would be sent. i emailed and called again on Oct 24th, where ***** ******* email me back and said they have tried and tried to credit my expired debit card, i responded in bold and parentses "do not try to debit my expired debit card", again response was, we understatnd and apologize the issues you you have been experincing, and have escalated to mgmt for resolve, please give us 24-48 hours, i waited 3 days and responded to the email i was sent, which ten said undeliverable. tried to respond again on the Oct 29th and again undeliverable, i called today Nov 2nd, the rep again told me my card was being declined the credit, but then, she said oh wait, just got an email that a check was cut and signed for you for ***** i told her why it was short, she said shipping and handling, i explained that i want all my money back, ***** due to the problems on Rotorazor side, where they replied i have escalated to mgmt to request a 2nd check be sent to you. will there be anything else? at this point i want to file this formal complaint i am avail for any questions at any time. thank you !!

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/11/29) */ Thank you for sharing your experience regarding your refund. Typically, when a new card is issued the provider links them so that a refund can be issued however, this was not the case with your card. I am sorry it was less than stellar. We are usually far more efficient but during this time, we had a change in staff and a systems outage that caused the delayed in getting the refund check issued and mailed. The initial refund check request was made on 9/10/2021 for $174.80. The request for an additional refund check for the s/p of $34.90 was escalated as promised and sent to our accounting department on 11/3.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a wireless mouse for my PC through Razer off of Amazon back in February and the mouse began to malfunction a few months later. Razer guarantees a limited 2 warranty for Razer mouses and my mouse fell within that time range for the warranty so I contacted them about my issue. They had me give them a barrage of information from the product serial key, my proof of purchase, video proof of my mouse malfunctioning, etc. they they send me an RMA label for me to send the mouse back for repairs. I sent the mouse back September 22nd once I was given the RMA label, on September 26th I was given an update that there would probably be a delay in the shipment of the mouse to their warehouse. They contacted me again on September 30th still talking about a delay, and then contacted me again on Oct 5th saying the mouse is still in transit to their warehouse and once it gets there it takes 1-2 validation days, and then 2-3 business days to complete. Mind you, it's already been 2 weeks since I sent the mouse originally and they still have yet to even get the mouse to the warehouse and even despite the delays two weeks seems entirely too long. Then through Oct 6-10th they are still emailing me that my package is still in transit to the warehouse, it wasn't until October 12th when I was informed that my wireless mouse had been lost in transit through their FedEx delivery and they had an investigation team working in locating where my package was. 3 weeks have gone by at this point and now my 70 dollar mouse is lost somewhere. I requested for a full refund because of how bad the whole process had been and I didn't want to keep waiting weeks for my mouse to finally get back to me. Once I sent them what I was requesting they sent me back an entire RMA email AGAIN asking for me to send a picture of my mouse (which I sent and they lost) and for proof of purchase which I sent a month ago. I told them again I want my refund or I'll be contacting BBB and again they email me nothing

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/10) */ This dispute has been filed with the incorrect company. We are Razer Tools, LLC. which sells the Rotorazer unit, it is a circular handsaw. Our website is ************************. We do not sell any kind of computer hardware. I am sorry for the confusion. Thank you.

*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. ↩