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

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd

  10250 Santa Monica Blvd #2460 Los Angeles, CA 90067

• 

  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:06/01/2025

  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 Razer Blade 16 (2025) gaming laptop with an RTX 5090 GPU directly from Razer for $4,546.49 on February 26, 2025. Within weeks of use, the device began crashing upon login. After attempting basic repairs and system restore options, I performed a full rebuild using Razer's official recovery image. I also updated the **** and V**** using Razer's provided tools.Post-rebuild, the system only operates in iGPU (integrated *** GPU) mode. When switched to dGPU-only ******* RTX 5090), the laptop becomes completely unstable and crashes. The dGPU is not recognized in Windows or applications. I thoroughly documented my findings and submitted a full support case to Razer, but they have not provided any resolution or RMA, despite all evidence indicating a hardware defect.I have attempted all recommended steps, including safe mode troubleshooting, recovery image rebuild, firmware updates, and hardware isolation via ****. I have requested escalation and resolution multiple times, but support has failed to address the core issue or replace the unit.This product is defective and non-functional for its intended use, and support has not fulfilled its warranty or service obligations.If this cannot be resolved quickly, I will continue with the chargeback process already initiated through my bank.

  Business Response

  Date: 06/02/2025

  Razer support has provided the customer with a return label via email. Customer may use RMA number ******************** for reference. Razer support will also send the customer the return label via email. We ask that the customer continue to communicate via case Case # ******-000470.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response.

  
  This issue began just over a week ago when my Razer Blade 16 (RTX 5090) purchased for $4,546.49 experienced a critical hardware failure. I performed extensive troubleshooting, including a full system rebuild using Razer's recovery tools, BIOS/VBIOS updates, and GPU isolation in BIOS. Despite providing detailed documentation and asking for resolution in good faith, Razer Support repeatedly failed to escalate or take responsibility for the issue.

  
  Over the course of that week, I was handed off to eight different agents, none of whom moved the case forward until I filed a BBB complaint and initiated a chargeback.
  I'm moving forward with the *** not because I want a replacement but because I want to be done with Razer. I expect a full refund of $4,546.49, not a $4,200 refund or any other adjusted figure. The value of my time, the lack of good faith cooperation, and the excessive delays in resolving what is clearly a hardware defect warrant full reimbursement.
  This BBB case should remain open until the refund is complete and verified.

  Business Response

  Date: 06/06/2025

  Razer support has already reviewed the customer's concern. Based on our investigation, the customer has already processed the return via RMA RMNRZ000000000042691. Once our warehouse receives and confirms the receipt of the product, we will then proceed to refund the customer with the total amount based on the customer's invoice amount. For more information, the customer may visit" ***************************************************************************************************************************

  Customer Answer

  Date: 06/10/2025

  
  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,
  
  ***** Rhin *********
  
   
  

• Initial Complaint

  Date:05/30/2025

  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.

  Hi! I'm not seeking any compensation or reimbursement simply because it's my fault for losing my proof of purchase - unfortunately, I simply didn't expect a product costing over a hundred dollars and marketed as "for the pro" with "cutting-edge upgrades" would become unusable less than two years into its lifespan. I'm just here to leave a public complaint for the Razer Deathadder V3 Pro, with S/N PM2220H27603239. The HyperSpeed wireless dongle dies I have tried numerous ports and combinations of connecting it to different laptops. Sometimes it regains connectivity and works for a few minutes, but most of the time it's now dead and completely fails to connect to any computer. The mouse itself ostensibly seems functional as the light continues to blink, and it definitely is charged if that's what they want to blame. That is all! Thank you!

  Business Response

  Date: 06/02/2025

  Razer support is already in contact with the customer via case number Case # *************. We are currently verifying all information as per our limited warranty policy. We ask that the customer continue to communicate via the provided case number to receive timely communication and resolution.

• Initial Complaint

  Date:05/22/2025

  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 Hello Kitty and Friends Razer Deathhadder mouse in October 22, 2023 for limited home use. May 15, 2025 the scroll wheel stopped functioning. I never dropped my mouse or damaged it in any way. I reported the issue to Razer and sent them a video confirming the mouse scroll wheel stopped working. The mouse is still currently under their 2 year manufacturers warranty. Razer responded that the damage was customer induced. They never physically inspected the mouse and they could not explain to me why they determined the issue was customer induced. What support/proof did they have to make that decision? I sent Razer a follow up email requesting an explanation in which they responded with the same thing that the damage was customer induced but yet again failed to explain how that determination was made. Also the response they sent is their computer screen print out that the representative copy and pasted into an email is very tiny and difficult to read, even if you zoom in. I believe this is a tactic they are using to delay/slow down the customer from responding to their decision. To remedy the issue of my defective mouse, I want Razer to send me a replacement. Thank you

  Business Response

  Date: 05/26/2025

  Razer support has been contact with the customer via case number  *************. ********************** support is currently working on processing a replacement for the customer. We ask that the customer continue to communicate via the provided case number for timely communicated and resolution.

  Customer Answer

  Date: 05/29/2025

  
  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:05/13/2025

  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.

  We purchased a Razer laptop (Blade 15-CH7 15.6) on Nov 4, 2022 for $1999.99 + tax and also purchased a 3 year Razer care plan for the laptop at the same time for $369.99. A couple months ago at the end of March, 2025 the screen on the laptop stopped working and even plugging the laptop into a monitor we could not view anything. We contacted Razer support to file a claim and sent the laptop in to be serviced. We received an email on April 4th, 2025, that Razer had received our laptop and they would notify us when it would be fixed and sent back to us (up to 5 days). After a week and a half, I called the support claim number and was told to call back in a few days. It has now been almost 6 weeks and every time we call, we are told the exact same thing, that they are waiting on an answer from Razer and it has been escalated and to call back in a few more days. This has been going on for over a month and no one can give us any answers, *** to resolve, etc. Now we no longer have a laptop that we paid over $2,000 for, no refund, not ETA, no answers, etc. It is unacceptable that after this long we have no idea what is going on. The care plan we purchased says if they cannot repair a product that they will refund the customer for the amount paid for the product. We want a complete refund for what we paid, or we want a working laptop back.

  Business Response

  Date: 05/26/2025

  At this time, Razer support is in the process of facilitating a cash settlement claim for the unit, in accordance with the terms of the Razer Care plan purchased. This process is currently underway, and we are committed to ensuring the customer receives a fair and timely resolution.

  Customer Answer

  Date: 05/31/2025

  We do not accept this response from Razer as this is still unresolved.  On May 29th we received a voicemail from Razer's extended warranty company stating that the screen that is not working would be ordered from ***** and it would take a few weeks (with no exact ETA).  We call the protection plan company back today to confirm these details and the person we spoke to had no information or knowledge about the screen replacement, we were told the only information they had was "an alternative solution" is in progress with no exact details of what the solution would be or an ETA.

  At this time, it is still unresolved with what Razer will do and when we will have a fixed laptop or reimbursement based on the protection plan that we paid for.  We still are getting no information or different information every time we speak to someone, so we have no confidence that Razer is working to fix or resolve this issue.  We communicated to the support person we spoke to today if we do not have resolution by the end of next week (over two months since Razer received the laptop), we would move to take legal action.

  Business Response

  Date: 06/02/2025

  At this time, Razer support is in the process of facilitating a cash settlement claim for the unit, in accordance with the terms of the Razer Care plan purchased. This process is currently underway, and we are committed to ensuring the customer receives a fair and timely resolution. For more updates, the customer may contact the ********************** Care Protection team via phone number ************.

• Initial Complaint

  Date:05/10/2025

  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 have gotten 2 Razer Blackwidow V4 and 1 V4 Pro keyboards so far and all 3 of the keyboards have had the same issue. The keyboard will sometimes double type and sometimes will not register a key press at all. I have reached out to support and did troubleshooting but with no luck. After some research this seems to be a very common issue with these new keyboards and razer has done nothing to correct this issue. I would like a response from Razer with the opportunity to send this one back and get another model like a huntsman or another similar model. I have always loved razer products but this should not be happening this much and to many different keyboards. Below are links with many other reports of this happening. *************************************************************************************************************************************************************************************************************************************************** ******************************************************************************************************************************************** *********************************************************************************************************** ************************************************************************************************************************************ ********************************************************************************************************************************** you can see this is just some of the tons of reports of this happening and many people are reporting this continuing after many replacements. This is a MAJOR quality issue and needs to be resolved. If not I will be swapping to another brand that actually works. This keyboard should not be this expensive for having all of these issues.

  Business Response

  Date: 06/03/2025

   

  Razer support has reviewed the customers concern.

  Based on our investigation, we believe that one or more of the pieces of information provided the customer does not match our records:

   1.  Product Registration

  2.  Proof of Purchase

  3.  Address Information

   At this time, the customers case has been closed.

   Razer takes a zero-tolerance policy against falsified or doctored information, and as a result, Razer will not be able to support the customer.

   

  
  

• Initial Complaint

  Date:05/10/2025

  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.

  On February 10th, 2025, I purchased a gaming controller (Wolverine v3 TE) from the company through ******. The controller was not working properly and I used the 1 year warranty to get a replacement. I started the replacement process on March 23rd. I met the criteria and sent in my faulty product which was received and then processed on April 9th. My replacement unit was then shipped through ***** on April 10th. I was keeping track of the shipment and realized it was stuck in one spot for a week and then called ***** about that issue. I found out the product was lost and that the shipper (Razer) needed to file a claim with *****. I then contacted Razer on April 29th to tell them my replacement unit was lost and that they needed to contact ***** to start a claim. I wanted to also know how I could get another replacement unit sent to me. I was told that same day that the service team I contacted was not able to handle the case as a different department handles that type of situation. I was also told I would be transferred to them and reached out to soon which has not happened since the 29th. I sent another email in regards to when I would be contacted which was sent on May 4th. I am very frustrated with the company but also understand that it was out of their control as ***** lost the shipment in the first place, but I am now in a loss as I do not have the original faulty product or replacement or any refund and have not heard back from the company in some time now.

  Business Response

  Date: 06/03/2025

   

  Razer support has reviewed the customers concern.

   

  We will be contacting the customer today and will provide the customer with a replacement as the replacement that was sent via RMA RZC-******* was lost in transit.

   

  Razer support will contact the customer to provide the necessary updates to his case and RMA.

   

   

  Customer Answer

  Date: 06/03/2025

  
  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 am happy to say they committed to resolving the issue and I now have a replacement unit.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:04/28/2025

  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.

  Brought this Razer Gold card and it were missing number on it when peel off some kind on it sticky peel on it. The is damage couldn't be use so I report it on the day when I got ready to use it. And Razer Gold card customer service keep giving me the run around about this card. They will not give me a refund Brought the card at ********** on 4/26/25 and back the neck day. To get an exchang with my receipt and they that it Razer Gold card promble. And Razer Gold card keep texting me but nothing been solved

  Business Response

  Date: 04/29/2025

  Razer support is already in contact with the customer via Case # *************. We ask that the customer continue to communicate via the provided case number in order to fully resolve the customer's concern.

• Initial Complaint

  Date:04/24/2025

  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.

  On September 5, 2024 I paid Razer through their online store in the amount of ****** CAD. I went through weeks of exchanges and broken controllers, having them replaced 4 times. 3 of the original controllers, then a fourth separate one through ******. I was then promised a refund and given a return shipping label. This was in mid October. I had, at this point also paid to cross ship one of the replacements. This controller was also returned. I was partially refunded for the cross shipped controller, but never received my original promised refund. It is now April 2025 and I have received over 20 emails claiming they are still waiting on their order team to "look into it". This is unacceptable. I want my promised refund immediately.

  Business Response

  Date: 04/29/2025

  Razer support has already processed the customer's concern via case number *************. ********************** support will provide more details via the provided case number.

  Customer Answer

  Date: 04/30/2025

  
  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,
  
  **** Skoularicos
  
   
  

• Initial Complaint

  Date:04/18/2025

  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.

  Im trying to get my refund and I returned there item and I still dont have my refund

  Business Response

  Date: 04/29/2025

  Razer support has already completed the customer's refund. It may take around 7 - 21 days for the refund to reflect to the customer's account.

  Customer Answer

  Date: 04/30/2025

  
  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:04/17/2025

  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.

  On February 9, 2025, I purchased a razor wolverine V3 through ******. It showed up and worked as intended until a few days ago. This controller was purchased for the sole reason that it has extra buttons and paddles that you are able to remap to different buttons on the controller layout Thats the main selling point of this specific controller. When I go to use it now the software that allows you to switch the buttons, (which again is the main function of the controller. Its the one reason that you would buy it ) tells you that you need to do a firmware update on the controller. The problem is you can only update the controller if you have a Windows PC. I do not own any Windows PC I only own a Mac so now I cant use the controller for the main reason that it was purchased. Its the one selling point that makes this controller desirable. I reached out to Support and they basically told me there is nothing that they can do and that I should go back in contact ****** - however I am out of my return window for ****** and they wont help me either. Ive tried to escalate the case with Razer multiple times and they keep telling me that I need a Windows PC in order to update it so the expectation is that I need to buy a new computer in order to update a controller that worked two weeks ago, but because they did this firmware update and I dont own a Windows PC the controller is basically just a regular controller which defeats the purpose of buying it in the first place. Id like them to resolve the issue by either giving me my money back or coming out with a Mac friendly version of the firmware that I can update the controller and use it as intended again. The main selling point of this controller is that you can update and remap The buttons on the additional paddles and buttons that are added to this controller and I can no longer use it as intended.

  Business Response

  Date: 04/23/2025

  Razer support would need more time to further investigate the customer's concern. We are currently looking into possible solutions for the customer's concern.

  Customer Answer

  Date: 04/24/2025

  still waiting on a solution. 
  

  I got another email from razer asking me if I tried returning it to Amazon again. 
  

  This is not a solution. 
  

  I cant be the only one with this issue. 

  Business Response

  Date: 04/29/2025

  Razer support will contact the customer to process the customer's request to do a return for refund.

  Customer Answer

  Date: 05/06/2025

  this is unacceptable. 
  

  make an updater that runs on a Mac this should not be that hard to do. If you are selling a product where the main function of it become absolute unless you do an update with a specific type of hardware someone doesnt have access to - that is false advertising. 
  

  im not the only person with this issue and others will have the same issue.  
  

  or make a bypass function on the app on the Xbox that allows you to skip the update and still use the app to switch button settings on the paddles.