Business Profile

Electronics and Technology

Razer USA Ltd

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Razer USA Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

348 total complaints in the last 3 years.
114 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/24/2025
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:04/11/2025
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.
This is currently going on. I had purchased a Razer keyboard on August 07, 2024. When buying that keyboard I had recevied issues such as random button clicking or just a single button overriding any other character being pressed. After this experience I had reached out them about the situation and then they sent me a replacement. Fast-forward to today, I had gotten 3 replacements of the same keyboard, all still having issues with it. When I recently reached out to them they had promised me an upgrade as a compensation for everything that I have been dealing with and I was okay with receiving the upgrading keyboard. As I send in my defective keyboard on 04/04/2025 thinking I was going to receive a replacement. Here we are today on 04/11/2025 receiving the wrong keyboard. I find it hard to believe that a company that has a known prescence with electronics would flat out lie to their consumers and act like they care. Recieving the same emails over and over again, it has been a constant back and forth for 6 and a half months and still have not been properly compensated for everything that I have endured.
Business Response
Date: 04/23/2025
Razer support has been in contact with the customer via case number *************. We are currently processing the replacement for the customer and we ask that the customer continue to monitor communication via the provided case number in order to fully resolve the customer's concern.
Initial Complaint
Date:04/10/2025
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.
am writing to formally file a complaint against Razer **** regarding a recurring defect in their Barracuda X wireless headphones and the companys refusal to honor the warranty for my product.I purchased a pair of Razer Barracuda X headphones that were still well within the manufacturers warranty period when they developed a malfunction. Specifically, the power buttona critical componentfailed and rendered the device unusable. Upon researching this issue, I discovered that many other customers have reported experiencing the exact same problem with this model, suggesting a known design flaw or common failure point.When I reached out to Razers customer service department to request a repair or replacement under warranty, my request was denied without proper justification. The representative claimed that the damage was not covered, despite the fact that the product was used normally and was within the warranty period.I find this not only disappointing but also concerning, as it reflects poor customer service and a lack of accountability for product reliability. Customers should not be penalized for what appears to be a widespread manufacturing issue, especially when the company is fully aware of the problem.I respectfully request that the BBB review this matter and assist in compelling Razer **** to address this issuespecifically, to repair or replace my faulty headphones under the existing warranty terms. I have attached all relevant documentation, including proof of purchase, warranty information, and correspondence with Razers customer service.Thank you for your time and attention to this matter. I look forward to your response and support in seeking a fair resolution.
Business Response
Date: 04/23/2025
Razer support has responded to the customer via case *************. We are currently processing the replacement for the customer and we ask that the customer monitor communication via the provided case number in order to have the customer's concern fully resolved.
Customer Answer
Date: 04/24/2025

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:04/09/2025
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.
On March 23, 2025, I placed an order for a Razer Kraken V4 Pro headset, totaling $438.69. I entered my correct shipping address (********************************************). During checkout, Razers website prompted a suggested correction, which altered the address to **************** completely different home. The suggestion was highlighted green, encouraging selection, and I did not notice that it had changed my address.I contacted Razer before delivery, asking them to place a hold or correct the address with ****** They did not act. The package was delivered and signed for by someone else. I never received the item.I provided Razer with multiple pieces of proof: a screenshot showing their system making the change, my government-issued ID with the correct address, and ***** tracking confirming the misdelivery. Despite this, Razer refuses to provide a replacement or refund and insists the address error was my fault.I have filed a dispute through Affirm and a complaint with the ********************************. Im seeking help through the BBB to hold Razer accountable for what I believe is a deceptive and negligent practice involving a flawed checkout system and poor customer service.
Business Response
Date: 04/14/2025
Razer support has reviewed the customer's complaint and we have concluded that the customer's unit was delivered to the address that was provided by the customer. We have diligently attempted to process the address update using our system, but we have been unable to observe any automatic changes as described. In accordance with our internal testing protocols, the system functionality remains consistent and does not reflect the modification in the manner indicated. Should the customer have any additional supporting information or documentation that may assist in verifying the occurrence of such an automatic update, we would be happy to review it further.
Initial Complaint
Date:04/09/2025
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 bought a keyboard from Razer, I attempted to use it for months considering I had paid well enough for it, however it was consistently having problems. I wasn't able to request a replacement immediately as I was moving a lot at the time, but within the year I requested a new keyboard because I paid a lot of money for a glowy keyboard. I decided to pay for the new one because I believed I would be able to return it. My apartment flooded and I lost the box, and in the end although it was annoying, I resolved at least I'd have a working keyboard. Instead, this new keyboard started having the same issues. It is worse than a *********************************************************************************************** double click. It was incredibly frustrating. I have paid about 200 dollars and not once received a functional keyboard, and now both sit around collecting dust. I feel like I've been scammed by Razer, and while I thought they were a higher end company, I have yet to find a product that works as intended.
Business Response
Date: 04/14/2025
Razer support has reviewed the customer's concern. Based on the provided case number by the customer, the customer's unit was purchased last December ******* per Razer's warranty policy, the customer's unit is already out of warranty and we would be unable to provide a replacement. The customer may refer to ********************************************* for our warranty policy.
Customer Answer
Date: 04/17/2025
It was in warranty at the time, but both keyboards were broken upon arrival and I had to pay 80 dollars for the replacement because of external factors. On top of that, I have had friends with the same issue and Im not sure you guys actually make functional keyboards but rather rely on old reputation to sell. The 20 dollar keyboard I bought actually works, the two keyboards Ive gotten from you guys both have problems actually activating the key when clicked. When Ive had to replace things with Logitech they havent fought against the consumer this hard, especially when provided your keyboards are imported, faulty c***
Business Response
Date: 04/23/2025
We regret to inform the customer that, pursuant to the terms and conditions outlined in our Limited Warranty Policy, we are unable to proceed with a warranty replacement for the customer's unit. The unit in question was purchased in December 2021, and as such, it falls outside the warranty period stipulated in our policy.
Customer Answer
Date: 04/24/2025
I paid money for the second keyboard. And on top of that, other people I know have had the same problems with the keyboard where it double clicks or doesnt click at all. The quality is so bad on both of the keyboards I paid for, that I am very angry about being ripped off. How come a 20 dollar keyboard types better? This was the first time I tried to get a keyboard that lights up with my game and it was such a botched attempt. How do you call yourselves a for gamers by gamers company when you actively scam people with poor made products?
Initial Complaint
Date:04/02/2025
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 sent my laptop in for repair months ago and the agents refused repair but wont send it back claiming to not receive it. They also refuse to file the claim effectively stealing my $4000 device from me
Business Response
Date: 04/08/2025
Razer support is unable to locate the customer's information based on the given data. If the customer would be able to provide us with the laptop serial number,case number or RMA number. It would be very helpful in addressing the customer's concern.
Initial Complaint
Date:03/19/2025
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 ordered a $300.00 razor card email for my wife in ***********. She received the email but it stated there was a problem. Two calls to ****** and they instructed me to call the ************** I spent 2 hours on phone as well as email and had no results. I got the explanation we are not Amazon call them. A third call to ****** they said I must contact Razor directly which I did again.Still no results both these companies are using the blame game against each other. My advice would be to avoid both of these companies. In the meantime my wife is stuck in *********** and cant get home while someone has my money and does not want to do the right thing.
Business Response
Date: 03/21/2025
In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.
Initial Complaint
Date:03/18/2025
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 a razer gold account which is a gaming site we recharge balance and buy gaming products i make the email and deposit money by razer pin gold codes ( as my friends said its better and i will not get a problem like **** cards )after i put the balance in the account this company closed my account so i cant use the balance anymore i contact to support and they asked for personal information and one of the pin codes proof of purchase , i gave the information to the support but they still asking for more and more data (they take the money and wanted to scam me )what i asked for is remove the ban from my account so i can use my balance then i will never use this site again but i need to use the money or i will lose so please help me with this issue and solve my problem ASAP
Business Response
Date: 03/21/2025
In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.
Customer Answer
Date: 03/23/2025
Dear **** Hack,

I appreciate BBB's efforts in facilitating this complaint. However, Razer USA Ltd. has failed to address my issue and continues to impose unnecessary and excessive demands instead of resolving the matter.

I have already provided the Razer Gold PIN proof of purchase, which is the only valid verification required to prove my legitimate ownership of the funds. However, Razer is now demanding highly sensitive personal information such as a personal photograph and proof of address, which is both invasive and unnecessary for resolving this issue. I have serious concerns about the legitimacy of these requests, especially when Razer already has sufficient proof of purchase.

This behavior is highly questionable and appears to be a tactic to delay or avoid refunding my funds. Holding a customer's legally deposited money hostage unless they provide private personal data is an unfair and potentially unlawful business practice.

I am formally requesting that:

Razer immediately restores access to my funds OR provides a full refund without demanding unnecessary personal documents.
If Razer refuses, they must provide a clear legal basis for why they are withholding my money despite receiving proof of purchase.

If this issue is not resolved within five (5) business days, I will be escalating the matter by:

Filing a complaint with the ************************ (***) for unfair business practices and financial misconduct.

Submitting a formal consumer rights complaint to the ***********************************, as Razer USA Ltd. is a California-based company.

Reporting this case to payment processors and financial institutions involved in Razer transactions to highlight potential violations of consumer protection policies.

Publicly exposing this issue on consumer protection forums, social media, and gaming communities to warn other customers.

**********************'s current response is completely unacceptable, and I urge BBB to review this matter carefully.
Business Response
Date: 03/29/2025
In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.
Initial Complaint
Date:03/16/2025
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 Put ****** dollars on there online app and they are holding my ****** they won't let me purchase item that cost ****** and they won't give me my money back. I tried contacting them over 50 times and they still wouldn't do anything. That is why I am putting it in your hands it has been a year.
Business Response
Date: 03/21/2025
In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

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Razer USA Ltd is NOT a BBB Accredited Business.