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:02/20/2024

  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.

  My product stopped functioning I have tired contacting customer support but they help at all the company does not have phone number and all emails take over 5 days for an useless response

  

  Business Response

  Date: 02/22/2024

  Hi there!

  Thank you so much for reaching out to us. We're so sorry about the length of your responses. Since our ticketing system is based on emails, customers may see longer than normal responses due to weekends and holidays. Good news though, as it looks like you're in the final steps of your RMA. Please complete the instructions provided to you by one of our product support leads in order to proceed with your ticket. If you have any questions, please ask the agent providing you support in the ticket. 

• Initial Complaint

  Date:01/22/2024

  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.

  I have a SteelSeries Nimbus+ controller that has stopped responding and will not charge. Their website is not helpful. I need customer support and none is available. I am requesting a new controller.

  

  Business Response

  Date: 01/23/2024

  Hello,

  Thank you for reaching out to us. You may create a support ticket using chatbot on our website. Please follow the prompts at support.steelseries.com to create a support ticket. 

• Initial Complaint

  Date:01/17/2024

  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.

  I had two failures, the first was a cable and it took two weeks to replace, the 2nd failure was the entire audio setup with game dac and it failed on PC and PS5. The date the unit died was 12/31/23

  

  Business Response

  Date: 01/19/2024

  Hello,

  Thank you so much for reaching out to us. Do you currently have an open support ticket? If so, please provide us with the ticket number and we will be able to assist you in the ticket. If you do not have an ************ ticket, please go to support.steelseries.com and create a ticket. 

• Initial Complaint

  Date:01/13/2024

  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.

  I purchased a 300$ plus headset from steel series That has twice malfunctioned in the same way. I have been complaining about this to them. And they refuse to do anything about it. Their 100$+ wireless hub shorts out and becomes unusable when you swap the battery. Which It's something that the product claims it can do. They gave me a faulty headset and claim that because it's out of warranty by a few days that I can't return it. Multiple people have complained about this same headset and I'm shocked there isn't a class action lawsuit. Attached to this complaint is a picture of the two universal hubs that no longer work

  

  Business Response

  Date: 01/16/2024

  Hello,

  We're so sorry that you're having that issue with your base station for the Nova Pro Wireless. Can you provide me with your ticket number so that I can look into this for you? If you currently do not have an open ticket, please create a support ticket on our site (support.steelseries.com) and provide me with your ticket number. We'll get you helped out as soon as we can! 

• Initial Complaint

  Date:12/17/2023

  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 had a ticket open for a month.. Ive provided everything asked. I FINALLY got a code for a replacement and the code doesn't work. I've been attempting to contact them for over a week and would like my money back at this point. I'll just buy a different headset.

  

  Business Response

  Date: 12/27/2023

  Hello,

  We are so sorry that you had this delay with your ticket and apologize for the delay in response here as well. I have looked into your ticket, and it looks like the agent was out of office for a bit which caused the delay. Your coupon has been updated by the agent it seems. If you have any follow up questions about how to use the coupon, please reach out in the ticket again and we will be able to help you further through the ticket.

  Thank you for your patience. 

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21020989
  
  I am rejecting this response because:

  Any representative in the office should be able to assist me or you should have a public telephone number I could call. If one employee takes off at a business, all customer interaction should not cease. You should have an open forum where more then on person can access a ticket or an alternate way to contact you. 
  

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

  

  Business Response

  Date: 12/28/2023

  Hello,

  Thank you for following up with us. We currently do not have any public phone numbers at the moment. 

  The way our ticketing system works is that once a ticket has been created, it will be assigned to a specific agent. That agent will take ownership of that ticket until completion. Sometimes, there are some outside circumstances or emergency that *** delay responses to tickets. We truly apologize for any inconvenience and will take the feedback you provided to us to make our system batter. 

  If you require further assistance with your issue, please follow up in the support ticket and we will make sure to prioritize your response. 

• Initial Complaint

  Date:11/12/2023

  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.

  Date of Transaction: November 6th, 2022. Amount for the Headset: $169.99 What the business committed to provide you: The Warranty for the item of Equal Value ****** Artics 7+), however when discussed on the email after a month, we agreed that the headset was no longer available because it is obsolite, and we agreed on me being sent the Artic Nova 7, that would work just as well. I have been sent this package twice by the means of ****** and both times they have misdelivered to the incorrect adddress. However, after the first time with the delivery request I asked the company : (I WOULD LIKE A SIGNATURE AT DROP OFF) and they replied with: "Unfortunately, we are not able to add the signature service as none of our orders ever are provided with the signature service. You can reach out to the courier once the item ships to add it, however we are not able to do so"They have not resolved the issue, nor did they try to. Same problem persisted after I requested a easier way for us to solve the problem. Tracking ************** ************ No advertisements, I do have the emails between the company and I since Date: 03/08/2023. This issue with this company has been since March of 2023. I am really tired of their ignorance, and their awful service. I just want my headset so I can continue with MY OWN headset to work with from HOME. I wouldn't be such a pain if I didn't need them, but my job DOES pay for my bills and life. I need them!

  

  Business Response

  Date: 11/13/2023

  Hello,

  We apologize for the issue you're having with the delivery method and the delivery process in general. We'll be more than happy to help you resolve the issue you're having. If you can provide me with your ticket number, I can look into the ticket and have the agent helping you update you with the status.

  We look forward to hearing back from you. 

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20860978
  
  I am rejecting this response because: I have provided the Tracking Number: ************ before, I have provided Ticket Number: (#*******) before by email. I would like an actual solution, not some automated system giving me the run around. I am really exhausted mentally and physically of having to deal with Steel Series' terrible customer service. I've been more than patient, and kind with you all. What is the point of offering the warranty service, if you can't even make sure that it gets over to the person. All they need to do is actually offer the Signature Requirement, and send me the package to the CORRECT address as they had said they would. I am already dealing with the run around from ***** and their employees and system, all I need is Steel Series' support to make sure I can get the item. I can't afford another headset right now. Please just actually help me. I have done all I can to get your attention to actually care. If a regular agent can't help, *** I please have a supervisor / manager that can assist?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/16/2023

  Hello,

  Thanks for providing that information to us.  We're so sorry about the delay on your package and product. It does look like there is an active claim for your package and product. I have informed the agent helping you, and they will update your ticket and update you on the status of your package. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20860978
  
  I am rejecting this response because: Unfortunately, until the package is in my possession and the underlying matter is successfully resolved, I cannot consider the issue resolved. While I appreciate the attention given to my concerns, the ultimate measure of satisfaction for me is the tangible receipt of the package and the resolution of the specific problem at hand.
  I kindly request your continued assistance and understanding as we work together to ensure the successful delivery and resolution of this matter. I look forward to a prompt and positive resolution that will ultimately lead to my satisfaction.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/27/2023

  Hello,

  Thank you for following up with us. I was able to look at your ticket and it looks like your order was re-shipped to you at the alternate address you provided in the ticket. 

  Upon looking at the tracking for that re-shipped package, it states that it was delivered and signed for at a ***** approved drop off location. 

  If you did not receive your package, please respond in your ticket and the agent will help you with your issue.

  Thank you so much for reaching out to us. 

• Initial Complaint

  Date:10/18/2023

  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.

  Date of transaction: 05/03/2023 Amount: ****** They committed to provide support and warranty for any issue related to the product I want a replacement unit because they release a firmware that broke a lot of keyboards over the world, they are aware of this but no solution provided after 2 months Order# ***-0156462-9301873 Amazon did not accept the keyboard back because the issue was caused by SteelSeries

  

  Business Response

  Date: 10/20/2023

  Hello,

  Thank you for reaching out to us. Can you provide me with your support ticket number? If you currently do not have a support ticket open, please go to support.steelseries.com and open a support ticket and we will be happy to help resolve your issue. 

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20749412
  
  I am rejecting this response because: I have opened my ticket 2 months ago, ticket number: *******. You broke my keayboard as many others over the world with a untested firmware release.
  
  Sincerely,
  
  *****************************************

  

  Business Response

  Date: 10/24/2023

  Hello,

  Thank you so much for providing that information to me. I have gone ahead and let the software support lead know about your ticket/issue. They will respond to your ticket as soon as possible. Thank you in advance for your patience. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20749412
  
  I am rejecting this response because:

  I have asked several times to the person who has assigned my ticket to transfer it to his supervisor or his manager.

  You are providing the worst customer support I have ever seen.

  **** only repeat that you do not ship to Argentina to replace my keyboard and I cannot send it back to Amazon, they did not accept it because the issue is caused by Steelseries.

  Ok, I understand that you do not ship to Argentina to send me a reolacement, what about a store credit? 

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

  

  Business Response

  Date: 10/30/2023

  Hello,

  Thank you for reaching back out to us. **** is the software support lead that is helping with your current ticket. 

  I have reached out to him for an update on your ticket. We thank you for your patience throughout this process. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20749412
  
  I am rejecting this response because: I have opened the ticket 2 months ago, **** does not help at all. Please transfer my ticket to a supervisor or manager as I have asked several times. You have to replace my keyboard or provide a store credit, these are the only solutions to this matter.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:10/07/2023

  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 Steel Series gaming headset from Amazon on October 4th, 2023. Three months later, my headset broke, and I contacted SteelSeries to fulfill the warranty on the product for replacement. I took pictures of the product and the product code and submitted them to their customer service line. Then they instructed me to destroy the headset, take pictures, submit the pictures, and recycle the headset, which I did. I submitted this process twice, and SteelSeries claims they never received the photos I submitted. Steel series then ask for photos of the destroyed headset that I submitted to their website of a headset I no longer have in my procession because I followed their instructions to destroy the product. Steel Series is now in breach of contract of not fillfuling their warranty promise.

  

  Business Response

  Date: 10/10/2023

  Hello,

  Thank you for reaching out to us. We apologize that you are having this issue with your SteelSeries product.

  Can you please provide us with your ticket number? I will contact the agent helping you out and see if we can find a solution for your issue.

  Thank you in advance for providing that to us. 

  Customer Answer

  Date: 10/12/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/12/2023

  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.

  Bought an Arctis 7P+ headset for use with my desktop and Playstation 5. Bought a Aerox 3 and an Apex Pro for desktop use. The Aerox disconnects and reconnects randomly, and is practically unusable for most games dues to this. The headset is unusable on PC 95% of the time due to audio issues that prevent audio from coming through or (more often) crackling and crunchy audio that makes any noise unrecognizable. Support is absolutely no help in resolving the issue, claiming my return was denied (and the closing my ticket twice), despite stating twice I did not want to return due to not having my receipt, and wanted to troubleshoot. Never offered any help aside from "Make sure our software is updated". Awful customer service.

  

  Business Response

  Date: 09/13/2023

  Hello,

  We're so sorry you're experiencing these issues with your products. Please allow us to look into your issue. If you can provide us with your ticket number(s), we can get you a resolution for this as soon as possible.

   

• Initial Complaint

  Date:08/08/2023

  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.

  Microphone stopped working -- hardware failure -- within ~20 days of usage of microphone --sometimes hear static from microphone.I purchased a SteelSeries Arctis 1 Wireless Gaming Headset , and the microphone tip broke within 15 days. It could not register my voice, and it was clearly a hardware issue. (I use voicemeeter to reloop my microphone using software to the speaker, and I could tell that I could no longer hear myself, and I sometimes heard static coming from the microphone piece).So I start a RMA claim, or attempted to, and what does SteelSeries company do?Deflect, deflect, deflect!!"First, let's reset your headset. " -- requires disassembling a small portion of the headset to access a factory reset button, but won't this void the warranty? OK, I do this, but it doesn't matter because it's a hardware problem.I reply in the morning, guess what? **************** is literally just there to close tickets and provide sub-par assistance despite the contractual agreement under the Manufacturer's Warranty. Don't expect to hear back from them for 48 hours.Don't expect a timely RMA process.Expect them to give you a hard-a** time for them to fulfill their warranty.1337356RMA SteelSeries Arctis 1 Wireless Gaming Amazon Order #***-1188798-4883423 Product Serial # *******************

  

  Business Response

  Date: 08/08/2023

  Hello,

  Thank you for reaching out to us. It looks like the agent helping you is guiding you through the *** process, please follow the instructions provided to you in the ticket and the agent will guide you on how to proceed.