Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  Type:Product 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 purchased a computer back in November of 2023 from NZXT. I had a few issues that i chalked up to an issue with the processors that i bought and hoped that thier **** updates would fix it as the released them. I had enough of hoping the **** updates would fix things after they had released 4-5 updates and the issues were getting worse. I opened a support ticket to try and resolve the issues and an RMA for the *** was what the support team said would fix my issue. I send my PC in for a 3 week process and when i received my computer back the same issue persisted and even seemed worse. I opened another ticket stating I had an RMA for RAM and was still experiencing crashing ever ***** minutes. My previous ticket was ignored and the support team wanted me to start from scratch again and check **** updates etc. Upon telling them that i already went through the process of reinstalling everything including windows and that's when they told me it seems to be the known issues with the processor that i have. No offer of replacement was given so i requested a refund. I was told that the return policy is 14 days and that I'm outside the window. I went to NZXT website and could not find the return policy listed anywhere including on the product page for the computer build I purchased. It also is not provided on my email receipt. Per my knowledge this is against the law in the state that i live in as its required for return policies to be posted in clear view. I would like a full refund from NZXT since it feels like they are avoiding resolving my issue. I'm still paying off the Affirm loan on this computer and it doesn't work as advertised. I'd like the refund to pay my loan off and take my business to a company that cares about their customer.

• Initial Complaint

  Date:02/02/2025

  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 ordered a gaming PC for my son for Christmas. I hadnt gotten an update on tracking or progression of the order, so I reached out to the company. They told me they see that the package was delivered to my home and signed by *.*****. The time they said it was delivered, I was at work and not at home so theres no way I could have signed for it. I told the company I never received the *** They filed an investigation with *****. I received an email from the company stating the claim with ***** was approved in our favor and I could either have another PC sent to me or get a refund. I opted for the refund because by the time wed get the *** my son would be out of the country. I have still not received this refund and its been over two weeks. I keep reaching out to the company and they are giving me no response or very little response. They cannot give me a timeline on the refund. Id just like my $900 back, please.

• Initial Complaint

  Date:01/30/2025

  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.

  On 7/19/24, I bought a pre-built computer for $4,185.94 from NZXT **** based out of **********. URL ********************************* 7/22/24: It took 3 days to confirm the order, and they began building it. 7/24/24: They shipped the ** 7/30/24: It finally arrived; thats fine I cant be made at shipping constraints.7/31/24: Ethernet NIC cards link speed was set to 100/100mbps. NIC drivers were **I Ethernet and tech support said it was supposed to be something related to *****. Customer support emailed me the appropriate drivers to manually update, which failed. After several hours of attempts and support they informed me Id need to send the entire computer back for them to fix it. Instead, I opted to buy another NIC and install it myself later (I never ended up doing this because the **** worked fine and gave me 1Gb downloads).Fast-forward 6 months later. Updating the drivers failed NZXT customer support was unable to help me resolve the issue. I tried to install files on the **** drive for the increased space. I started the process of installing on the ** drive and halfway through the downloads, the SSD's failed. I was met with the following error: **/Wabba/ is not accessible. A device which does not exist was specified. I tried to manually delete the files on the ** drive but the drive disappeared from my File Explorer and from the *****I attempted to start over and install on the secondary drive (**). But the same thing happened to the ** drive! It was inaccessible and it disappeared from the ***** 1/7/25: I sent the computer back to NZXT to "repair" it. The told me they replaced the *** and the *** and said it was working fine now.1/28/25: I get the computer back from them after 3 weeks and it's still busted! It has the exact same issues as before. The drives fail and the computer is unusable.1/29/25: I have officially requested a full refund from NZXT and placed a dispute with my bank that will investigate with them. They denied a refund.

• Initial Complaint

  Date:01/14/2025

  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.

  Computer part went bad. Contacted NZXT support in late August 2024. Was told I would be given a full refund for my purchase on the condition I send in the failed part for inspection. I sent my part in in September 2024. After a couple weeks (and a couple emails from me asking if they received the part) I was told the refund was accepted and refund would be issued. Three weeks later and no refund. I asked to speak to a supervisor and was passed to a supervisor. She then tells me my complaints are justified and they will be sending the refund request to their accounting department. This was in November. I have sent multiple emails since then requesting a status update and have received only one response that offered no help. They have since stopped responding to my emails. They have my computer part and have already promised me a $200 refund. This whole saga has been going on for 6 months now.

• Initial Complaint

  Date:01/06/2025

  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 purchased a computer less than 3 years ago from the company, the computer has stopped functioning. We are working through a warranty to replace the power supply. However I had paid the company $99.00 for professional cable management. As part of the warranty I was told to undo all the professional wiring I paid for as the new power supply cannot use any of the old wiring (Im being given a different power supply as my old one is no longer available). I am not being compensated in any way for the cable management I paid for. It is not my fault their product failed so why am I not also being compensated for the undoing of the professional wiring I paid for as part of the warranty. I feel I am owed something in return for that as well, as I would not have to be undoing it had their product not failed. I have request 2 times to speak to a supervisor to resolve this matter and I was told in email to just write a review. There has been no attempts to discuss my specific problem as I have requested multiple times.

• Initial Complaint

  Date:01/02/2025

  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 made an order one ***** for a gaming pc and was told it would ship in 5-10 business days and it never did so I contacted the company and talked to three different people three different times and all of them basically told me different stories and none of them was the truth. They had all told me that my order would be sent express overnight once it was ready to ship due to the huge delay in receiving my product, and I have yet to receive that product and have not been offered any compensation for my troubles and now my order finally updated to shipped today and it not express and I will yet have to wait til January 8th to receive this product.

• Initial Complaint

  Date:12/23/2024

  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 ordered an NZXT Kraken X53 RGB 240mm on 9-07-2023 that turned out to be defective 14 months later, well within the warranty period. I opened a support request #*******, followed all the instructions and mailed out the part for replacement. The support ticket status is now "solved", and all communications have ceased. ***** tracking ************ shows NZXT received my part a month ago on 11/22/24 at 10:34 AM, signed by *******. I had to open a new support request #******* in order to ask about the missing part, and an additional 16 days have now passed since then without a response. I would like my replacement part or a refund of the purchase price of $164.99 plus tax. Thank you.

  Customer Answer

  Date: 01/16/2025

  Hello again,
  
  I just received the part I've been waiting for. NZXT made good on their promise, and I no longer have any complaints. Thanks for everything you do!

• Initial Complaint

  Date:12/19/2024

  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.

  In November 2021, I purchased a high-end, custom-built ** from NZXT for $3,364.26, including a rush-build fee because I was excited to receive my dream gaming setup quickly. When the ** arrived, it was dead on arrival (DOA) and would not boot. I immediately followed NZXT's process and returned the ** for repairs under the following details:Order ID: BLD #****** Ticket #: ******* RMA #: ********* Return Date: 11/24/2021 Once repaired, the ** was shipped back to me, but due to personal circumstances, I was unable to sign for the delivery. Per ***** policy, after three unsuccessful delivery attempts, the package was marked undeliverable and returned to NZXT. Since then, the ** has been lost, and NZXT has been unable to provide any clarity or resolution regarding its whereabouts.Despite never receiving a functional **, I was still charged the full $3,600. This has been a devastating and gut-wrenching experience. I saved for this ** as my dream setup, only to have it arrive defective, be returned, and then disappear entirely. I have spent countless hours contacting NZXT for answers and following their recommendations, including attempting to file a chargeback with my credit card company. Unfortunately, my card is now managed by a different company that does not recognize the chargeback process, leaving me with no other recourse.I understand that time has passed, but this issue remains unresolved. I am asking for NZXT to either rebuild my ** or issue a full refund. This is not just about the moneyits about fairness, accountability, and the trust that customers place in a company to stand by its products and services.I hope the BBB can help mediate this matter to ensure a fair resolution. Thank you.I have attached my Citibank Statement showing the money sent to NZXT. I have also Attached the **************************** Depot used to send the computer back to NZXT for repair before, the computer went missing. Thank you

• Initial Complaint

  Date:10/28/2024

  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.

  I've put a online order for custom build gaming pc on 10-18-24 and on 10-24-24 I've contact customer support they have chosen to give me a run around refuse to answer simple question like where is my item what is the tracking number for the pc but no they have chosen to give me poor customer service and I still don't have my money or my pc they have chosen to have it ship back them asvp because they can't handle the 1st amendment which is called freedom of speech

  Business Response

  Date: 10/29/2024

  Dear Mr. ********************** you for bringing your concerns to our attention. I'd like to address the specific issues raised in your complaint and provide clarity on the situation.
  
  On October 24, 2024, you contacted our support team regarding your custom ** order placed on October 18, 2024. According to our records, during this interaction:
  
  1. Your ** was actively in transit via ***** (tracking #************).
  2. Our agent **** attempted multiple times to provide you with the tracking information for your system.
  3. The supervisor, ****** *******, subsequently emailed you the tracking link and status update.
  
  While we strive to provide excellent customer service, the interaction became difficult when our agent was subjected to threats, including:
  - Threats of causing job termination
  - Threats of physical confrontation ("I will come out to ********** and y'all will regret even knowing me")
  - Threats of bank chargeback and legal action
  - Personal insults and aggressive language
  
  Our decision to recall the shipment was not related to speech rights, but rather due to concerns about potential order fraud and our obligation to maintain a safe working environment for our employees. Our support team must be able to assist customers without facing threats or abuse.
  
  To resolve this situation, we are offering two options:
  1. Process a refund of your original payment once the ** is returned to our RMA warehouse.
  2. If the ** has already been delivered, honor our standard 2-year warranty.
  
  We remain committed to resolving this matter professionally and fairly. Please let us know your preferred resolution method, and we will proceed accordingly.
  
  Sincerely,
  NZXT

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BUY A CUSTOM ** FROM NZXT I ordered a very high end custom ** from NZXT with the expectation that the computer would last for a reasonably long time. It is a $4,000 computer with alleged high quality parts and assembly.The computer worked okay until recently when it completely stopped turning on. Its less than 3 years after purchase on a high end computer and I expect there should be no major issues like this. The ** was used rarely, and had limited applications installed on it except for mainstream games. The computer has the red CPU light coming on the motherboard and is not displaying video even though the computer will turn on. When I reached out to support the initial response was some basic troubleshooting steps and the fact that the computer is out of warranty (in other words, their main concern is that the computer is out of warranty). Later on, only after telling them my feelings about their support, did they send another support agent (who actually tried to give helpful advice). None of the advice worked or it was too advanced. The computer is basically bricked now and unless I take it to a repair shop and pay my own additional funds, it will remain unusable. I would think NZXT would stand by their product more than that. If they are such good products, they shouldn't die in less than 3 years.

  Business Response

  Date: 10/21/2024

  Hello ***,
  
  Thank you for bringing your concerns to our attention regarding your NZXT custom PC. We understand your frustration with the issues you've experienced, especially given the high-end nature of your system and its timing relative to the warranty period.
  
  Warranty Information:Our records show that your system's 2-year limited warranty ended on January 28, 2024. The issue you reported occurred on October 12, 2024, approximately 8.5 months after the warranty expiration.

  Troubleshooting Assistance Provided:Despite being outside the warranty period, our support team offered several troubleshooting steps:
  1. Initial Troubleshooting: Our support team suggested several initial steps, including:
     - Draining the power supply
     - Clearing CMOS
     - Reseating the RAM
     - Testing one RAM slot at a time
     - Reseating the graphics card
     - Checking and replugging the graphics card power source
  
  2. Advanced Troubleshooting: After identifying the red CPU debug LED, our team recommended:
     - Checking the 24-pin ********* Connection on the motherboard
     - Verifying the 8/4-pin ********* Connection
     - Performing a more thorough CMOS reset by removing the battery for 3-5 minutes
  
  3. BIOS-related Steps: As a last resort, we suggested:
     - Re-flashing the ***** with detailed instructions provided
  
  4. Third-party Assistance: When these steps didn't resolve the issue, we recommended consulting a local repair shop for hands-on diagnosis, acknowledging the limitations of remote troubleshooting.
  
  5. Warranty Information: We provided information about the motherboard's potential extended warranty through ***, which could cover replacement until January 27, 2025.
  
  We understand that some of these steps may have been too advanced or uncomfortable for you to perform, which is why we ultimately suggested professional assistance. We acknowledge that this situation is frustrating, especially for a high-end system that's only a few years old.
  
  To address your concerns about our product quality and support:
  
  1. We're using your feedback to improve our support processes, ensuring we provide thorough, step-by-step guidance for all troubleshooting steps, regardless of their complexity.
  
  2. We're exploring options for extended warranty programs and additional post-warranty support options for our high-end custom builds.
  
  We value your business and appreciate your detailed feedback. It helps us improve our products and services. If you'd like to discuss this further or explore any additional options, please don't hesitate to contact our customer relations team directly.
  
  Thank you for bringing this to our attention and for giving us the opportunity to address your concerns more comprehensively.