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:06/06/2025

  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.

  On May 7, 2025, I returned a product to NZXT, which they received on May 13, 2025, according to ***** tracking number ************. It has now been nearly a month since the return was delivered, and I have yet to receive my refund.I have contacted NZXT customer service multiple times to request an update. Each time, I receive the same generic, copy-paste response stating that they are working diligently on my refund and that I will receive an update within 23 business days via email. I have never received any such follow-up. Their support team has shown no urgency or accountability, and their responses have been consistently unhelpful.This repeated stalling and lack of follow-through is unacceptable. I complied fully with NZXTs return policy, and they have had possession of the returned product for several weeks. At this point, I consider their inaction to be neglectful and misleading.I am requesting the immediate issuance of a full refund for the returned item.

  Business Response

  Date: 06/18/2025

  Hello ****,

  Thank you for bringing your concerns to the Better Business Bureau regarding your return and refund request for Order #******. We sincerely apologize for the extended delay and frustration you have experienced with your refund processing, and we appreciate the opportunity to address this matter directly.

  After conducting a thorough investigation into your case, we have discovered a significant shipping discrepancy that has prevented the completion of your refund. According to ***** tracking number ************, while the package was delivered to our facility on May 13, 2025, the shipment weight recorded by ***** shows only 1.7 pounds. This is highly unusual, as our gaming PCs typically weigh between ***** pounds when properly packaged. Unfortunately, our warehouse team confirms that no gaming PC was received at our facility despite the delivery confirmation.

  We understand this situation is extremely frustrating and confusing, and we want to assure you that we are taking this matter very seriously. We have immediately filed a formal claim with ***** to investigate this shipping discrepancy and determine what occurred during transit. This type of weight discrepancy suggests there may have been an issue with the shipment that needs to be resolved through the shipping carrier's investigation process.

  Moving forward, we are committed to resolving this matter as quickly as possible. We have escalated your case to supervisor level for direct oversight, and we will provide you with regular, detailed updates on the status of the ***** claim investigation.

  We will contact you with a detailed update on the ***** claim status once it is processed and provide you with a realistic timeline for resolution. If you have any questions or need additional information about this investigation, please contact our support team directly and reference your escalated case status.
  
  We sincerely apologize for the inconvenience this has caused and appreciate your patience as we work to resolve this shipping investigation matter.
  
  Respectfully,
  NZXT

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23434654
  
  I am rejecting this response because:
  
  
  Thank you for the response, but I must strongly reject NZXTs resolution.
  
  While I understand that NZXT claims there was a weight discrepancy in the return shipment, I have no control over what may have happened in FedExs possession after I dropped off the package. I followed the return process exactly as instructed and have proof of my drop-off receipt, as well as tracking information ****** Tracking #************) confirming the package was delivered to NZXTs facility on May 13, 2025.
  
  It is not my responsibilitynor should I be penalizedif something occurred during ******* handling of the shipment. That is an issue between NZXT and the shipping carrier. Ive fulfilled my obligation as a customer by returning the product through the proper channels, on time, and with documentation to support it.
  
  Despite numerous attempts to resolve this directly with NZXT, I have received nothing but delays, empty promises, and no refund. Meanwhile, Im being forced to make credit card payments for a product that I no longer have. It has now been over a month since the return was delivered, and this situation remains unresolved.
  
  I am requesting a full refund without further delay. NZXT can and should pursue their claim with ****** but I should not be financially responsible for a shipping issue that occurred after I fulfilled my end of the return.
  
  I expect this matter to be escalated and resolved immediately.
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/02/2025

  Hello ****,
  
  Thank you for your response regarding your return and refund request for Order #******. We understand your frustration with this prolonged situation and appreciate your patience as we have worked to investigate the shipping discrepancy through the proper channels.
  
  We have received an update on the formal claim we filed with ***** regarding the significant weight discrepancy in your return shipment. Unfortunately, ***** has denied our claim (Reference #C-195058928) after conducting their investigation. The denial means that ***** has determined they are not liable for the discrepancy between the 1.7-pound delivery weight recorded versus the expected ***** pound weight of a gaming PC system.
  
  We understand this outcome is disappointing and that you fulfilled your obligations by properly packaging and shipping the return according to our instructions. However, with ******* denial of our claim, we are unable to locate the gaming PC that should have been delivered to our facility, and we cannot process a refund for merchandise we have not received. This places us in the difficult position of being unable to assist further with your refund request through our standard processes.
  
  Given the circumstances and ******* claim denial, we recommend that you contact ***** directly at their customer service line to discuss this matter further. You may be able to provide additional supporting documentation regarding the contents and weight of your original shipment that could support a separate claim or investigation.
  
  Additionally, you may wish to contact your credit card company or bank to discuss this situation, as many financial institutions offer purchase protection or dispute resolution services that may be applicable in cases involving shipping issues or undelivered returns. They may be able to provide assistance or guidance on recovering the funds while the shipping matter remains unresolved.
  
  We sincerely apologize that we cannot provide a more favorable resolution to this matter. The shipping discrepancy and subsequent claim denial have created a situation beyond our standard return and refund procedures. We appreciate your understanding of our position and hope that the alternative resolution paths we have suggested may provide you with the assistance you need to resolve this matter satisfactorily.
  
  Respectfully,
  NZXT

• Initial Complaint

  Date:06/04/2025

  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 purchased a custom NZXT ** for over $5,200 on July 20, 2024. From the moment I received the system, it had major issues constant freezing/crashing and a malfunctioning *** fan.I contacted NZXT support and eventually sent the ** in for repair. Before shipping, I notified NZXT that I was moving and provided a new address. However, they still shipped the ** to my old address, which caused a nearly 1-month delay in getting the system back.When I finally received it, the system was:Returned dusty inside and outside Missing accessories, including the Wi-Fi antenna The *** fan issue remained unresolved I requested a full refund due to:Product defects present from day one Mishandled repair and return process Unacceptable return condition and incomplete resolution NZXT refused, citing a 14-day refund window even though the issues were reported immediately and the delay was caused by their shipping error. They only offered a $109 assembly fee refund and another attempt at repair.I believe this is unacceptable customer service for a high-value purchase. I'm requesting a full refund, or at minimum, a substantial partial refund to reflect the poor experience, delay, and unresolved issues.

  Business Response

  Date: 06/18/2025

  Hello Sung,
  
  Thank you for bringing your concerns to the Better Business Bureau. We take all customer feedback seriously and appreciate the opportunity to address your complaint regarding your NZXT gaming PC purchase (Order #******, Support Ticket #*******).

  After conducting a thorough review of your case history, we respectfully maintain our position that we cannot provide a full refund for your system. Your PC was purchased on July 20, 2024, and our established return policy allows customers 14 days from the delivery date to request a return for refund. While we understand you experienced technical issues with your system early on, including freezing, crashing, and RGB fan problems, a refund request was not initiated within this policy timeframe. This 14-day return window is clearly communicated at the time of purchase and is applied consistently to all our customers as a standard business practice necessary for our operations.
  We do acknowledge several service shortcomings that occurred during your repair experience, and we sincerely apologize for these issues. First, we recognize our error in shipping your repaired system to your previous address despite receiving your updated shipping information, which caused an unnecessary month-long delay and significant frustration. Second, we acknowledge that your system was returned in less than acceptable condition, appearing dusty and requiring cleaning. We provided guidance on proper cleaning methods using appropriate products. Third, there was confusion regarding accessory handling during the repair process, and we understand your disappointment with the missing items.
  
  In recognition of these service issues and your overall experience, we have made several extraordinary efforts to resolve your situation. We approved a second *** with expedited shipping both ways and placed your system in our priority repair queue to ensure the fastest possible resolution of the technical issues. Additionally, we offered a full refund of your $109 assembly fee as a goodwill gesture to acknowledge the inconvenience you experienced.
  
  While we empathize with your frustration regarding this experience, we must maintain our established policies that are applied fairly and consistently to all customers. When customers experience technical issues outside our return window, our standard process is to provide comprehensive repair services under warranty to restore the system to proper working condition. We believe our current offer of the assembly fee refund, combined with expedited priority repair service, represents a fair and reasonable resolution given the circumstances of your case.
  
  We remain committed to resolving the technical issues with your RGB fan and any other system problems through our repair process. Our team is prepared to work diligently to ensure your $5,200+ investment functions exactly as it was designed to perform. We respectfully ask that you allow us to complete the repair process so we can restore your confidence in both your system and our service.
  
  If you have any questions about our resolution offer or the repair process, please don't hesitate to contact our support team directly. We are here to help ensure your gaming PC meets the high-performance standards you expect from NZXT.
  
  Sincerely,
  NZXT

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23426469
  
  I respectfully reject NZXTs response.
  

  While I understand the companys return policy, my situation is not about buyers remorse or late cancellation it is about receiving a defective and unstable product from the beginning, and NZXTs failure to provide a reliable system even after extended support and repair attempts.
  

  The freezing/crashing issues began shortly after I received the *** and I initially attempted to fix them by updating drivers and reinstalling Windows. When that failed, I contacted NZXT support. They responded with a troubleshooting guide, asking me to reinstall Windows and GPU drivers. I followed all their instructions exactly, but the issues persisted.
  When I eventually shipped the ** in for repair (as agreed), NZXT told me they had identified the cause as a *** malfunction and replaced the **** They did not explain the nature of the *** failure or why it happened on a brand-new machine.
  

  In parallel, I reported the *** fan malfunction immediately and followed their guidance to reconnect the fan, which also failed.
  

  Due to school and work obligations, I was unable to ship the system right away but I notified NZXT of the defects early on, and they began support steps during that time. The return process was further delayed when they shipped the ** to the wrong address despite being informed of my new location, which caused nearly a month-long delay.
  

  Since receiving the ** back, Ive experienced repeated shutdowns. I now have documented proof of critical system failure through Windows Event Viewer logs (including Event 41 ************** confirming unexpected shutdowns and instability even when idle.
  Ive acted in good faith and given NZXT multiple opportunities to resolve the issue. I am now requesting either:
  A full refund, or
  At minimum, a substantial partial refund to reflect the ongoing failures, downtime, shipping errors, and degraded value of this machine.
  If this cannot be resolved through BBB, I will pursue additional avenues, including small claims court. Thank you for reviewing my case.
  
  Sincerely,
  
  **** **** ****

  Business Response

  Date: 07/02/2025

  Hello Sung,
  
  Thank you for your additional correspondence regarding your gaming PC purchase and the ongoing technical issues you've experienced. We have carefully reviewed your recent message and understand your continued frustration with the system's performance, including the Event 41 ************ errors and shutdown issues you've documented.
  
  While we genuinely empathize with the difficulties you've encountered, we must respectfully maintain our position that we cannot provide a full refund for your system. Your PC was purchased on July 20, 2024, and our established 14-day return policy remains a fundamental business practice that we apply consistently to all customers. We understand that you believe the defects were present from day one, but when technical issues are discovered after our return window has closed, our standard process is to provide comprehensive warranty repair services to restore the system to proper working condition.
  
  We do acknowledge that our service during your repair experience fell short of our standards, particularly our error in shipping your system to the incorrect address despite receiving your updated information, which caused the month-long delay and additional frustration. We also recognize that your system was returned in less than acceptable condition and that there was confusion regarding the missing accessories. These service shortcomings were unacceptable, and we sincerely apologize for the impact they had on your experience.
  
  Regarding the technical issues you continue to experience, including the system shutdowns and Event 41 errors, we take these concerns very seriously and are fully prepared to address them through our warranty repair process. Our technicians previously identified and replaced a malfunctioning CPU during your first RMA, but we understand that additional issues have emerged since then. We remain committed to providing a comprehensive diagnostic and repair service to resolve all remaining problems, including the *** fan malfunction that has persisted throughout this process.
  
  In recognition of the service issues and your overall experience, we are prepared to process an expedited RMA immediately with both expedited shipping and priority repair queue placement to minimize your downtime. We will also maintain the $109 assembly fee refund we previously provided as a goodwill gesture. Our repair team is ready to conduct thorough diagnostics on your system to identify and resolve the root cause of the ongoing stability issues, and we will ensure proper quality control before return shipment to prevent the condition problems you experienced previously.
  
  We understand your preference for a refund solution, but we believe our current offer of expedited priority repair service, combined with the assembly fee refund, represents a fair and reasonable resolution that will ultimately provide you with the fully functional $5,200+ system you purchased. We respectfully ask for the opportunity to complete this repair process and restore both your system's performance and your confidence in our service.
  
  Please let us know if you would like to proceed with the expedited RMA so we can begin resolving these technical issues immediately.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In late February, I was supposed to receive a PC from NZXT, Inc., but the item never arrived despite the tracking saying it was delivered. I contacted NZXT and received no response for over a week. On 3/18/2024, I filed a dispute with ***********. I submitted all requested documents, including a signed statement confirming I did not receive the item or authorize anyone to receive it, on 4/17. *********** later claimed this document was missingthough I submitted everything together through their secure link. I only found this out after I followed up on 5/9 and promptly resent the statement. On 5/15, they denied the dispute, stating it was past the 60-day window, despite my timely submission. They acknowledged their failure to notify me. Meanwhile, NZXT has refused a refund and continues to delay by relying solely on ****** investigation instead of compensating me while that process unfolds. This issue has now gone unresolved for nearly 3 months. I am seeking help from BBB to obtain either a full refund or a replacement PC.The PC is a nzxt PC that was over 5000 dollars.

  Business Response

  Date: 05/21/2025

  Hi *******,
  
  Thank you for your continued patience. We understand this has been an incredibly frustrating and drawn-out experience for you, and we sincerely apologize for the significant inconvenience and delay. We recognize the value of your order, and it's clear this situation has been unacceptable.

  We've reviewed the entire history of our communication and your experience with ***********. We understand that the chargeback was denied due to a document issue on their end, which further complicated an already difficult situation.

  While we typically rely on the courier's investigation for packages showing proof of delivery and a signature, we agree that the ***** investigation has taken far too long and hasn't led to the timely resolution you deserve.
  
  Our priority is to get this resolved for you. We're taking immediate action to move past the delays and find a concrete solution:
  - Elevated Internal Review: Your case has been escalated for an urgent, high-level review within our company.
  - ***************** Follow-Up: We're putting increased pressure on ***** to finalize their investigation. We've stressed the critical nature of this delay and its direct impact on you.
  
  You've been incredibly patient and cooperative, and we truly appreciate you providing all the information requested. We're determined to make this right.

  Thank you for your continued patience as we work to finalize this.

  Sincerely,
  NZXT

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23342694
  
  I am rejecting this response because:

  I would like to emphasize the extended duration of this investigation, which has been acknowledged multiple times in NZXTs responses to this BBB claim. Prior to initiating this formal complaint, I received the same explanation directly from NZXT support, yet the matter remains unresolved.
  
  
  At this point, I am still without the ** I purchased and have not received a refund or replacement. The continued delay, particularly due to the pending ***** claim, has left me without either the product or my funds.
  
  
  Given the length of time this issue has persisted, I respectfully request that NZXT internally approve a replacement unit to bring this matter to a fair and timely resolution. Relying further on the ***** claim process only prolongs the situation unnecessarily.
  
  
  Thank you for your attention to this matter
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/22/2025

  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 reached out to customer server to get a return merchandise for this order and was told I have to wait greater than 30 days to return the item.The website says you have 30 days for a return. This contradicts what support has told me. I just want to return the item.

  Customer Answer

  Date: 04/24/2025

  Can we please close this complaint. I still disagree with the business telling the customer they have to wait 30 days to return while they're policy says you have a 30 day window but I've decided to keep the product. My complaint stands but I no longer want a refund.

  Thank you Anthony ******** complaint id ********

• Initial Complaint

  Date:04/14/2025

  Type:Product 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 placed an order for a prime ** (Player Three: Prime) in December of 2024. My order was delayed multiple times due to manufacturing issues (which is okay, Holiday time). I received my order 12/20/2024. Everything was going well until 3/2025 when I noticed the ** suddenly would not boot. I called customer service for ********************** 3/25/2025 and was told to send back the ** for a fix (spoke to ****). I sent back my ** which they said was "fixed" by switching the *** and the *** (received my ** 4/2/25). Unfortunately, 2 weeks after receiving the **, same issue arose where my ** wouldn't boot up. I called NZXT and asked for a refund since they clearly sent me a defective product. They escalated to a supervisor and refused to give me a refund or a rebuild for my ** they said I could send it back for a "fix". Unfortunately, I cannot trust that they will fix the ** since they already did and it came back with the same issue. I will send the ** back and would like to be refunded for the original amount I paid.

  Business Response

  Date: 04/30/2025

  Dear Mr. ******************** are writing to follow up on the issues you experienced with your Prime PC (Player Three: Prime) order. We sincerely apologize for the initial problems you encountered and the subsequent return for repair.
  
  We understand your frustration with the initial boot failure in March and the recurrence of the issue shortly after the first repair attempt. Following your second return, our team conducted a thorough diagnosis and we are pleased to inform you that we were able to successfully identify and resolve the underlying issue with your PC.
  
  The necessary repairs have been completed, and your PC has been shipped back to you. You should receive tracking information shortly, if you haven't already.
  
  We understand your initial request was for a refund due to the repeated issues. However, we are confident that the current repair has addressed the root cause of the problem. We have conducted thorough testing to ensure the stability and functionality of your system before sending it back to you.
  
  We sincerely apologize for the inconvenience and frustration you experienced during this process. Our aim is to provide you with a reliable and high-performing PC, and we believe this repair has achieved that.
  
  Once you receive your PC, please take the time to test it thoroughly. If you encounter any further issues, please do not hesitate to contact us immediately, and we will be ready to assist you.
  
  We appreciate your patience and understanding as we worked to resolve this for you.
  
  Sincerely,
  NZXT

  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 is satisfactory to me.
  

  They returned my PC with a fix and were helpful with the process. Claim can be removed.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 a very unpleasant purchase experience with NZXT. I requested to change shipping address in 1 min after I submitted the order. They declined my request to change shipping address while their policy says "you can change shipping address within 3 hours". I then asked them to deliver the product to my old address and they accidentally returned my product to the warehouse. I then requested a refund from NZXT for my order, and again their policy said it would be processed within 35 business days. However, it has now been over 10 business days, and I still have not received the refund. I've contacted customer support multiple times, but their response remained the same. "We have to reach out to the accounting team" "we can't promise the exact date". Im seeking a prompt resolution and the refund I was promised.

  Business Response

  Date: 04/30/2025

  Dear ******* **,
  
  We are writing to you directly in response to the concerns you raised regarding your order #******. We sincerely apologize for the frustrating experience you've had with your purchase.
  
  We understand your initial request to change the shipping address shortly after placing your order and regret that we were unable to accommodate this request promptly, despite our stated policy. We also acknowledge the error that led to your order being returned to our warehouse when you preferred it to be delivered to your original address.
  
  Furthermore, we sincerely apologize for the delay you have experienced in receiving your refund. We understand that our stated 3-5 business day processing time has passed, and we regret the inconvenience and frustration this has caused.
  
  We have reviewed your communication with our support team, and we acknowledge the confusion caused by the merging of tickets and any inconsistencies in the information provided.
  
  We want to inform you that our records indicate a chargeback has been initiated with your bank regarding this transaction. As a result, the refund process is now being handled directly by your bank and NZXT. We have already provided all necessary documentation to your bank to assist them in their review and resolution of this matter.
  
  We understand this is not the resolution you initially sought, and we regret the series of errors that led to this point. We are actively cooperating with your bank and will inform you directly of any significant updates we receive from them regarding the status of your chargeback.
  
  We value your business and are taking steps internally to review our processes to prevent similar issues in the future.
  
  Sincerely,
  NZXT
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23193883
  
  I am rejecting this response because:

  While NZXT claims they are no longer involved due to the bank dispute, the fact is that I only filed the dispute after repeated delays and perfunctory responses from their support team. They did respond to some of my emails and calls, but every time it was dismissive and failed to resolve the issue.
  Even after the bank dispute was initiated, NZXT has continued to stall. They have not proceeded with the case on their end, and the dispute remains unresolved simply because they havent taken action.
  This response feels like a cop-out to avoid accountability. I expect NZXT to acknowledge their delay, their lack of meaningful support, and to cooperate with the bank to resolve this properly.
  
  Sincerely,
  
  *** **

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 subscribed to one of there pcs it took a while but it finally got shipped to my surprise the shipper came to my house with a ******* box that I never ordered and didnt deliver the pc I think he stole it or switch my delivery on accident I told NZXT and also sent ring camera video proof showing the delivery person carrying in a ******* box to my house it has date and timestamp matching the time he marked my packaged delivered in correlation of my ring camera they told they would honor a new order but they cant honor the sale and asked me if Im willing to pick up from the shipper location I agreed I finally replaced the order for them to cancel and not honor what they told me even though it wasnt my fault the delivery driver didnt deliver the package that is bad customer service all around I was really looking forward to my gaming pc but they just serve lies

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted their customer service about the product warranty a few days ago, but I haven't heard anything back.

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Back around July I bought a computer from NZXT it has not worked and has constant errors. I have had nothing but headaches communicating with them, and the thing is basically a brick as it can't run well at all due to constant BSOD and Fatal Errors. They have been asking me to send it back to them, but not only did they sell me expensive packing materials, they want me to disassemble the computer into individual components (such as removing the *** and packing it individually) which is not something I am comfortable doing, and is expensive. They claim to have no contractors that can work on these issues locally. I eventually had to hire a local tech before I had someone take it apart, they figured out the problem was processor degradation caused by them not updating some micro code, a known issue. It's permanently damaged. It should be under warranty, but I am having difficulties working with them as they seem reluctant to do anything, and seem to be trying to run out the warranty. They keep closing my tickets and take forever to respond, it's been 7 months already and I cannot use the computer they sold me for all intents and purposes, and they are extremely unreasonable when it comes to warranty or support as simply covering shipping does not account for the demands for special packing or that the system be dis assembled (and then likely re-assembled when they send it back). I am attempting to attach an E-mail with what the tech I hired shared with me, I'll see if I can find a way to format it properly. The bottom line is that they sold me a defective processor that wrecked itself, and I need that part replaced and I do not want to pay a fortune or risk ruining the rest of my system. They also took 7 months to get to this point. ********* *************** was Geeks2you) is their report on the problem and all information the person I had to hire gave me for verification. Had to forward it to convert it under another E-mail account.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've an active NXzt flex subscription I'm being told I need to pay $1200 to get a replacement PC after my PC was damaged by my adult brother who poured water into the system when police where called I was told it a civil matter I thought nxzt would replace it as they advertise lifetime warranty with there flex subscription but state it something else on there contracts which is considered false advertising to the consumer.