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: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! 

• Initial Complaint

  Date:02/04/2025

  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 Arctis 1 Wireless SteelSeries headset for my son for Christmas on 15 Nov 2023. I had to buy it early to make sure they did not run out of stock. It broke on 28 Jan 2025. This is approximately one month after the warranty would have expired if I was able to buy it any other day. It broke due to a manufacturing defect where it twist above the left ear piece. I tried reasoning with the company but they just denied the claim saying it was out of warranty. They should have a ***** period base on how it broke and based on when it could have started its first use, not when purchased. Most places extend their warranties during the holidays because devices are not used right away. Also, they give 2 year warranties in ****** and 3 year warranties in ****. Why is America treated different?I belong to many different discord channels. I will be more than happy to share how a "professional gaming company" such as SteelSeries is treating a disable combat veteran who is on a fixed income and tell them I switch to Corsair or Astro for better customer service.

  

  Business Response

  Date: 02/06/2025

  Hey there,

  Appreciate you reaching out to us about your experience with our support. Can you provide us with your ticket number? We'd love to learn more about the experience and look into the issue further for you. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22899410
  
  I am rejecting this response because: I don't know how else to respond to their request. The order number is #*******. It was shown on the SteelSeries Receipt attachment so I would not have to answer this question. If they were thorough in their investigation they would have seen it.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/07/2025

  Hey there,
  Thanks for getting back to **. We will need to look at your support ticket number in order to investigate further. We did see the provided photos and your order number, but in order to complete the research, we will also need the ticket number you opened through our support system. Once we have that from you, we will be able to look into the issue for you. Looking forward to hearing back from you! 

  Best,

  *****

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22899410
  
  I am rejecting this response because: Steelseries was not specific in what they were asking me for until now. The ticket number for the claim is *******. When I initiated this complaint, my claim was denied. Then the guy changed his mind and decided to honor the claim. Then he told me to make sure the headset was in stock. I could not find it in your online store where I previously purchased the headset. I did a search on the web and found your website states it is not available in my region (see attached). Therefore, according to your rules, I cannot make an *** claim. I asked the guy what to do and he is unresponsive for 4 days. I find this unacceptable and unprofessional. I until 12Feb2025 to make my claim.
  
  r,
  
  ***** *****

  

  Business Response

  Date: 02/12/2025

  Hi there,

  Apologies for the delay with your ticket the agent was out of office, and we do not work over the weekend. I have forwarded your support ticket to one of our support leads. They will help guide you through the rest of the *** process. Thank you so much for reaching out to us. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22899410
  
  I am rejecting this response because:even though I am now maybe seeing progress, my complaint/issue is still not yet resolved. And I must respond as per the BBB rules or forfeit my complaint.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 02/12/2025

  Hi there,

  Thanks for getting back to us. Your *** will continue in your support ticket. Please follow the instructions of our support lead and you may bring up your concerns in that ticket along with referencing your BBB complaint. Our support lead will help you out the rest of the way! 

• Initial Complaint

  Date:01/14/2025

  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.

  Ordered a SteelSeries Arctis Nova 7p+ on ****** on June 18, 2024. In November, the headset started experiencing connectivity issues and sound quality problems. I reached out to SteelSeries and they were unwilling to replace the item under warranty and offered no solution. I attempted to contact ****** for a solution and they advised to contact SteelSeries. Their customer support is incredibly poor and their refusal to provide a solution for an item that is six months old is unacceptable.

  

  Business Response

  Date: 01/16/2025

  Hey there,

  Thank you for reaching out to us regarding your Arctis 7 headset. We'd love to look into this issue for you. Can you please provide us with your ticket number? We'll try to get some answers regarding your support ticket. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22808175
  
  I am rejecting this response because:
  
  the ticket number is *******  

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

  

  Business Response

  Date: 01/24/2025

  Hi there,

  Thanks so much for providing that ticket number to us. After looking into the ticket, it looks like we are not able to proceed with the *** because the product was purchased from a 3rd party Amazon reseller which is not an authorized reseller of our products. We're so sorry for the inconvenience, we suggest reaching out to the Amazon seller you purchased your headset from and inquiring about an exchange or return. ****** customer service should be able to guide you through that process. Thank you so much for your patience, and please reach back out to us for any other questions. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22808175
  
  The Amazon seller only provided a 30 day return window. Insane that your company doesnt stand by their absolute garbage products. Embarrassing. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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.

  My issues with this site are two-fold. First, I have issues with their checkout system improperly representing their shipping and order processing capabilities. I double checked this issue with multiple products at varying times throughout a period of December 2nd - December 10th and found it to be consistent throughout. The issue was that they deceptively show their expedited shipping upon checkout to suggest delivery within 1-3 days from ordering. However, upon further investigation, and according to multiple support team employees their processing time is said to take 2-5 business days. This makes their suggested delivery days with expedited shipping an impossibly by their own admission. This creating a falsely advertised system to which I was baited into. Upon bringing this up it took me almost two whole weeks of arguing with their support team to have the falsely advertised expedited shipping refunded to me. Finally, 12 business days after my order and initial expression of frustration with their misleading checkout options, They canceled my order and refused to honor the black Friday pricing for the item I ordered and they sold me saying that the item was out of stock and they could process my order.Again, that was after fighting me for nearly two weeks about not being able to refund me for expedited shipping. I now missed out on all other platforms black Friday pricing for this item and the only thing they offered in return was a 15% off coupon for future purchases.They have said they would refund my total purchase but they credit they sent me was missing the taxes paid for the item. They refunded $269 out of $314. I have had to take this up with my credit card company to cancel the initial charge and they have agreed. This was all a classic bait and switch and a lack of honesty in upholding a price that I was in initially sold for. A future purchase. The support team was also rude and dismissive.

  

  Business Response

  Date: 12/18/2024

  Hey there,

  We're so sorry about the experience you had with the purchase process for our products. We would love to look into this further for you and get you a resolution! Can you provide me with your support ticket number so that I can investigate this for you? Thank you so much for your patience and feedback so far. 

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22697336
  
  My complaint was describing poor customer support and a bait and switch.  I thought when I filed the complaint with the BBB I was required to reference my order numbers but apparently they did not pass those on to the business.  I don't want to assume that Steelseries are continuing their delay tactics in hopes of me just giving up but a pattern is a pattern.

  The two tickets I am referencing are linked to my Steelseries account and are related to:

  ***** ****

  *********************************************************

  Order #*******

  Ticket 1526345

  Ticket 1531387

  I Also found it frustrating that the company sends emails requesting you to answer if the support team "solved" your issues or not, and there is only option you can click witch sets the ticket as "Solved".  The emails were also a bit pestering and I received 3 of them when my responses CLEARLY demonstrated the issue was not solved.  

  

  Business Response

  Date: 12/20/2024

  Hi there!

  I'm really sorry to hear about your frustrating experience with customer support. It sounds like you've put in a lot of effort to resolve this issue, and it's understandable to feel disheartened when things don't seem to be moving forward. I was able to look into your tickets and it looks like the order was cancelled because it was out of stock. Our warehouse processing was delayed due to the holiday rush and our agents do not know when an item is out of stock until it is marked out of stock by our warehouse. You may reach out to your support ticket again and we should be able to provide you with a coupon for 15% off your purchase for the inconvenience. Please reach back out to us if we can help you with anything else! 

• Initial Complaint

  Date:12/12/2024

  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.

  I want an order I placed recently for the price I paid. **************** cancelled my order without my permission as they said it was out of stock but I was willing to wait for it to get back into stock. Please rebill my card for $65.27 and ship my products (#*******)Thanks.

  

  Business Response

  Date: 12/16/2024

  Hey there,

  Thank for reaching out to us! We'd love to look further into this for you. If you can provide us with your ticket number, we will ping our web shop team and get your order to you as soon as possible! Keep in mind that since we do not keep payment information on file, you may have to re-order your product from our website. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22681416
  
  Here is the order number: 2889219

  Please reinstate the cost of $65.29 and ship my order please
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 12/18/2024

  Hey there,

  Thanks for getting back to **. It looks like the entire amount was refunded to you when it was cancelled due to the item being out of stock. Since we do not keep payment information, you will have to place the order again in our website, we will not be able to place that order for you. Apologies for the inconvenience. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22681416
  
  I am rejecting this response because the price for the mouse does not reflect what I originally paid for it. I am getting a different price than paid.
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 12/27/2024

  Hi there,

  We appreciate you following back up with us. We are not able to adjust pricing based on past sale prices. We apologize for the inconvenience. You may reach back out to us via your support ticket and our agents will attempt to work with you on an alternative solution. 

• Initial Complaint

  Date:11/20/2024

  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.

  Wont respond with live representative wont cover a warranty making it hard to get a warranty unresponsive in a reasonable time frame

  

  Business Response

  Date: 11/21/2024

  Hey there,

  Thanks for reaching out to us. We'd love to help you with your issue, if you can provide us with your ticket number, we can get a response for you and get you helped out. 

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22577478
  
  I am rejecting this response because:
  I have tried for days 17 emails extended response time from your company I dont want product I want my money back a refund 
  Sincerely,
  
  *** Wrench

  

  Business Response

  Date: 12/02/2024

  Hello,

  Thank you for following up with us. We are not able to process refunds via this channel. It looks like your product was originally purchased from ******, you will have to reach out to them and inquire about a refund since it was not originally purchased from our web store. If you provide us with your ticket number, we would love to look into this issue further for you and get you a resolution for your issue.