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.

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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:03/15/2025
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 Razer mouse from the "Razer Store" on **********, a platform where Razer officially sells products. When the mouse developed a defect, Razer denied my warranty claim stating it came from an "unauthorized reseller" despite ****** being an authorized Razer retailer.Significantly, Razer simultaneously acknowledged the product is genuine "old stock" while claiming warranty denial was necessary because unauthorized resellers might sell counterfeit products. These positions are logically **************** a consumer, I had no reasonable way to know about Razer's complex distribution policies when purchasing from what appeared to be their official store on ******. Razer's warranty denial seems designed to avoid honoring legitimate warranties based on technicalities not transparent to consumers.After multiple escalations within Razer support (case #******-002169), they maintained their contradictory position, offering only a discount on future purchases instead of honoring their warranty obligations on a confirmed genuine product.This practice appears to violate Texas consumer protection laws regarding deceptive trade practices and warranty fulfillment. No reasonable consumer would understand that purchasing from "Razer Store" on ****** might void their warranty, particularly when Razer themselves confirm the product's authenticity.I request that Razer honor their warranty obligation for this genuine product purchased through what any reasonable consumer would consider an authorized channel.
Business Response
Date: 03/21/2025
Products purchased from non authorized dealers are often used, counterfeit, re-boxed,defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a Limited Warranty on Products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the Product from an unauthorized dealer,all support and Limited Warranty issues should be directed to that dealer.
Customer Answer
Date: 03/21/2025

The product was purchased from ********** who Razer lists is an approved vendor. If you had restrictions in place whereas certain criteria where it would have or would have not been covered on ********** you should have clearly communicated that. It is both unfair and misleading to not stand behind your warranty because you made up a "gotcha" to get out of it.
Business Response
Date: 03/26/2025
Razer warranty only covers products purchased from authorized resellers. As not all sellers on ********** are authorized,purchases from unauthorized resellers are ineligible for warranty coverage. We make every effort to clearly communicate our warranty terms, and we are unable to offer a replacement under the warranty for products purchased through an unauthorized channel. It is best that the customer contact the reseller for warranty replacement.
Initial Complaint
Date:03/09/2025
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 bought two $25 cards to get a steam wallet code they advertised through ******. Then they dont honor that in my region, ***... i tried emails and they dont do refunds for my gift cards. Its a scam and they wont help and closed my support ticket.
Business Response
Date: 03/12/2025
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:03/07/2025
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 1-29-25 I received a Razer laptop that I had ordered on 1-22-25 from **************************. After using the laptop for a week, I had issues with the computer screen and subsequently sent the device in for repair. On 2-17-25, I had received an email from Razer indicating that they had my computer and would be working to fix the problem with my screen. Approximately 1 week later I had received a message from Razer indicating that the package I had delivered had arrived empty and they would need a receipt from *** proving that I shipped the device. I attached a picture of the receipt and it clearly reflected that I shipped a package via *** with a weight of 12 lbs. At the time of this writing, Razer has periodically updated me that theyve forwarded the case to a new department. I have contacted *** to inform them that my package was stolen and I was subsequently told to contact Razer support to address this issue. Razer has not provided me a solid update and I feel as though they are attempting to defraud me. It should also be noted that I paid $500 for their RazerCare which is supposed to provide a better customer experience.
Business Response
Date: 03/12/2025
Razer support is still currently investigating the customer's concern, we will update the customer via the provided case number once the investigation has been completed.
Initial Complaint
Date:03/06/2025
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 sent my device in and they requested receipt and drop off receipt as they lost it. I sent it in and they're scamming me now. ticket 241209-001999.
Business Response
Date: 03/12/2025
Razer Support reached out to the customer and let him know that due to the inaccuracies in the documentation provided and the investigation by the Razer warehouse and the courier determined that the laptop was never shipped to Razer. Razer will not provide the customer a refund.
Customer Answer
Date: 03/14/2025
As all correct information was provided regarding device, purchase receipt, and dropoff receipt, you are engaging in fraudulent actions by attempting to claim that false information is amongst whats provided in order to decline warranty. Moreover, this is being stated after the device was already sent in, using the label Razer paid for and provided. Razers obligation is to take one of the following actions of returning my laptop, submitting a carrier claim while still in timeframe, replace the laptop, or refund the value. This is an obvious recourse considering Ive followed all direction and shipped using the label you have full control over submitting the claim for. If you refuse or fail to submit one within the allotted time timeframe provided by the carrier you are effectively committing theft as my property is lost under your own responsibility.

Business Response
Date: 03/21/2025
Razer Support reached out to the customer and let him know that due to the inaccuracies in the documentation provided and the investigation by the Razer warehouse and the courier determined that the laptop was never shipped to Razer. Razer is unable provide the customer a refund.
Customer Answer
Date: 03/24/2025
The courier confirmed nothing. File the claim or legal action is forced to taken. You are obligated to file a claim with carrier if you are claiming you didn't receive it. I'm not able to as you provided me the label. I am missing my device and so are you. File the claim.
Initial Complaint
Date:03/04/2025
Type:Order 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 from their website which has been stuck in preshipment since Feb. 24. I reached out to their customer service team on ****** because they make it hard to find their contact details on their website. I got a response from them on Reddit and they connected me with their customer support team via email. They created a case number for me which was 250301-002632. I asked what was being done to resolve the issue but I then kept being passed around from agent to agent without getting answers to my question. Eventually they assigned another case number which is 250301-002632 and closed the previous one. I asked for a refund because I felt that we were getting nowhere. Then without any explanation they closed the second case number as well. No notification whatsoever if they are issuing a refund. This is beyond unacceptable.
Business Response
Date: 03/12/2025
Razer support has already refunded and resolved the customer's concern.
Initial Complaint
Date:02/28/2025
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.
I purchased 2 $500 Razer Gift Cards from Best Buy on August 26 2024. The very same day I scratched off the code and found that both gift cards had been tampered with by scammers and were unable to be used. I reached out to both Best Buy and my credit card company and was told the only way to get a refund would be to deal with Razer directly. I told them my concerns and they opened ticket number 240902-000082. They requested that I send over proof of purchase and a copy of the police report which I did on September 3 2024. Since this time they have been stating that I need to get the Investigating officer to reach out to them with a production order. I have spoken with the police and they have stated they do not do this and are not investigating this case any further. I have since tried to speak to Razer stating this information but instead of helping me they just continue to ask for the investigating officer to send a production order. Also while speaking with razer they were able to freeze the account using the tampered with card numbers. At this point I don't understand why they will not issue me a refund or answer my questions but instead keep repeating themselves when I have been clear with them. I last reached out on Dec 8 2024 stating again that I had spoken with the cops and that they wont do what they are asking and then they never responded to me again. During the time trying to get this resolved they have ghosted me in the process multiple times and I have had to be very insistent to get them to have a conversation again.
Business Response
Date: 03/06/2025
We ask that the customer check their email as ********************** support will be contacting the customer via email. If the customer would wish to contact support directly, the customer may go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.
Customer Answer
Date: 03/09/2025
I have not received any email from this business and Ive checked spam as well.
Business Response
Date: 03/12/2025
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: 03/13/2025
I have already gone through and provided razor with all the Information they had requested and yet they never did anything. I am tired of having to continuously give them this information over and over again and never getting this resolved. Everything they need is attached to this complaint.
Business Response
Date: 03/29/2025
Razer support has been in contact with the customer via *************. We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the PIN has been used after purchase. All transactions on the Razer Gold platform are final. All transactions made using Razer Gold are final and non-refundable. Razer support has also advised on next steps if customer feels that the ********************** Gold PIN that was purchased had been used by someone else to which a police production order would then be required.
Customer Answer
Date: 04/09/2025
I have not had any contact with this business besides here in over 6 months even though I have tried. I went to the police department and filed a report which I sent to them and was told they froze the funds on the account that had used the Razer pins from my gift cards. When they asked for a production order from the police department, I was told by the police department that it was not something they did. I tried to tell this to Razer but they continued to just say I needed to get this order which the police said they dont do. I dont understand why I should still have to be in this process. It is clear that the police are not looking to pursue this case more and I just want to get my money back. It has been almost a year since this has happened.
Initial Complaint
Date:02/28/2025
Type:Delivery 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 ordered a Razer Tartarus V2 on December 31st 2024. This product comes with a 2 year warranty. Razer has drug their feet on responding to me and is now sending me nonfunctioning links in my email to "finish my claim". The email states that I will receive a shipping label for repairs. However when clicking the link it takes you to a page that never stops loading. I have left the page open for several hours and have made several attempts in different tabs to open the same link to no avail. This website is not allowing me to finish filing the claim to redeem the shipping label to return the product to them for repairs.I have submitted a screenshot of the screen that continues to load and never finish.. I have further emailed Razer questions about this page and have received no answers.
Business Response
Date: 03/06/2025
A new *** has been created for the customer to process the customer's replacement. RMA *********** has been created and we ask the customer to communicate via the provided case number in order to fully resolve the customer's concern.
Customer Answer
Date: 03/06/2025

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:02/26/2025
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.
My name is ***** ********** and I purchased a New $150 Razer Gold Card from a Dollar General Store in *******, ** on 2/19/25 and I bought the card with cash and the store clerk activated the card at the store and I went home to use the card and it was already used. I called the store I got the card from and told them the problem and they said the store does not give refunds and the store manager I talked to said to call Razer Gold and I called the customer service number i got from the internet and the person I spoke top gave me the Razer website address and told me to submit a refund request using the from Razer would contact and the next day a Razer *** contacted me via email and asked me to send hi, screenshots of the Razer Gold card before and after activation and the cash receipt, I did as the *** asked and a couple of days later the *** emailed me saying Razer decided they were not going to ive me a refund because the card was used and I told the *** yes the card was used but it was used between the r time the store *** activated the card at the store and the time I got home to try to use the card. I told the *** I am not disputing that the card was used, I am saying that the card was used before I got home to try to use that card and the only person that had access to that same card was the store clerk who activated the card at the store. I told the Razer ************* since I never personall used that card, I deserve to be refunded,< Th *** said to file a police ***ort aand I told that *** what is the purpose of filing a police ***ort since the *** said Razer/s refusal to rfund me is final. I said filing a lice ***ort would be a complete waste of time and the *** said they will reconsider their decison and get back to me
Business Response
Date: 02/27/2025
We have provided information that his Razer Gold gift card was activated after customer purchased it. In our findings, the PIN has been used after purchase and our policy is to advise customer to lodge police report. We cannot advise further.
Initial Complaint
Date:02/26/2025
Type:Billing 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 , and they closed my account and the account have 590$ inside it i talk to the support to reopen the account again and they said there is a security check , so they ask for many papers and recepts and i gave them all the informations they asked for but they didnt respond to my request and they still freez the account
Business Response
Date: 02/27/2025
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:02/25/2025
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 Jan 20, 2025, I bought 2 Razer controllers from Best Buy. I bought one for myself and another for a friend. I took mine home and used it to play on my gaming pc. After a few days the controller would disconnect whereas the controller was a plug and play. So sporadically it would stop working while i was playing. I would have to wiggle the controllers wire to get it to work. I went to Best Buy to return it, but it was past their 14 day return policy and they told me to contact Razer. I contacted Razer. the warranty for this controller has a 1-year warranty. I was told yesterday, 2/24/25 that Razer would not refund me even though I only bought the controller just over a month ago.
Business Response
Date: 02/27/2025
Razer support has investigated the customer's concern. Given that the unit was purchased from Best Buy, Razer support can only process a replacement for the customer based on **********************'s limited warranty policy. For refunds, the customer would have to request it from where he purchased the unit.

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Razer USA Ltd is NOT a BBB Accredited Business.