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:11/03/2022

  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.

  Hello, My name is****************. I'm an Adult with Special Needs and severe health problems. I like to write about my conditions, tell truthful stories, make films, and edit photography in my time of life to keep happy. I have researched dozens of computer companys and saw NZXT. I thought just maybe for a change this company is different than the rest out performing top of the line competitors. I got it in the mail and was so ecscastic. i opened it and it was in perfect condition. My mother and friend **** watched me the whole time to make sure everything was described. Once I logged on I set up the computer and loaded up the system to start a game. Well I was wrong. About everything. I immediately got two major system errors that wouldn't allow me to install games to play a vast majority of Steam games or other platforms. I couldn't install Razer Synapse which was for keyboards and mice accessories. One of the few games I could play was Overwatch on Blizzard. The frames per second went from 100 to 10 every 5 seconds! It stuttered so frequently the characters were stuttering more than my seizures in real life. That bad... I was so excited to get this pc. I tried to uninstall the gaming software and reinstall it and no luck. Thats when I got a system operating error. I couldn't do anything! I couldn't log on, couldn't go do the desktop, couldn't even click an application. I spoke to customer service and they said they would give me a full refund!! Then when i packed it safely and mailed it to them they said improperly damaged it and gave me half of what i paid for it? Like I cant control what fed ex does when they throw it on the plane or truck. So thats where I'm stuck. I included all evidence in photos and videos.
  date of transaction: October 14, 2022
  amount of payment: $4948.35
  they committed to provide a working computer
  the dispute is I returned it and they say I damaged the product and wont return it full price
  they didn't resolve the process
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/07) */
  Hi ****,
  
  Thank you for being so patient with us, we apologize for any issues you have experienced with your PC purchase. Our team would not typically deny any kind of refund for issues experienced upon arrival unless the PC was shipped back to us without using correct packaging materials as described in the email sent, and also the packaging materials guide included in that email. This information is also available directly within our BLD return for refund warranty which can be found here:
  *********************************************
  If the system was shipped to us without the proper packaging materials, which includes the inner expanding instapak foam that holds the GPU in place, foam or styrofoam blocks/padding, inner case box, and brown outer case box, this may cause severe shipping damage to internal components like the GPU and motherboard and NZXT would not be held liable as stated in our warranty.
  
  We apologize if this happened in your particular case, but unfortunately, we would not be able to adjust the decision made for any kind of partial refund that was applied to your account if the system did not arrive with correct packaging materials.
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A company such as yourself who complies to the highest standards is a disgrace to the business world. You charged me for SHIPPING. $100.00 of shipping for the unit. Other companies are free and included better packing materials. Your $100.00 was used the same way on the way back. There was no special brown box mail to me on first place. It was an ordinary box with another NZXT computer insider with 4 packing materials inside. I'm not going to additionally pay for more materials just to say it's broken too. You can't guarantee anything. Nothings a guarantee. Your customer service representative Skye said it would be replaced or refunded no questions asked! Well here we are.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  Hi ****,
  
  Please note that our ground shipping cost is only $50.00, which is the exact cost for us to ship large, fully built systems to our customers, we do not make any kind of profit off of the shipping charge. All of our systems also include a quick start guide which asks that you hold onto all of your packaging materials so you would not need to purchase new ones in the future. This notice is also included at the bottom of your order summary email.
  
  After further investigation of the ticket, it does appear that the main reason the system arrived back to us severely damaged was due to the inner expanding instapak foam not being included with your RMA.
  
  With all of our new systems sent out to customers, we make sure to include a sturdy outer brown box, with the PC safe inside an inner case box with styrofoam blocks or foam padding. And our shipping team always send systems with the inner expanding instapak foam as without this, there is an incredibly high possibility of damage to the system.
  
  It appears with your ticket that your system did arrive initially to you without damage as it was packed properly from our shipping team and appeared to boot but experienced a blue screen, which would not be possible if the GPU was damaged when in your possession. Due to improper packaging without the instapak foam being sent back to us, damage occurred to both the GPU and motherboard PCIe slot.
  
  If you were initially missing any of the required packaging materials such as the instapak foam when the RMA was set up, as detailed in the RMA agreement and message sent, our team would have assisted you with an exception and sent those proper packaging materials to you, however, this was not made clear by yourself and the system was shipped without these proper materials which led to the damage that occurred during shipping when our RMA team received and inspected the system.
  
  I do apologize that you are experiencing this, but unfortunately, we would not be able to alter the decision made to only be able to offer a partial refund, minus the cost of damaged components due to improper packaging when being sent back for RMA.
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:10/29/2022

  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.

  Amount of transaction $2745.14 on 8/26/22 for a computer that is not working properly. Sent me a computer without functioning remote desktop application. They attempted to troubleshoot the problem (see attached file). Instead of continuing to resolve the issue they said, "we are not able to help troubleshoot software issue with other programs unless they are our own" and washed their hands of me.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Hi there,
  
  Thank you for contacting us about this, we're very sorry to hear about the issues you were experiencing with third party software on your PC. We'd love to investigate this further and take care of you, do you have a ticket number for your interaction?
  
  Kind regards,
  NZXT

• Initial Complaint

  Date:10/21/2022

  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.

  In August 2022, I had been shopping for a gaming desktop PC for a few weeks. I had always heard good things about NZXT PCs and browsed their site. After finding a PC that I thought was a good deal (and it was), I debated on purchasing it, giving myself a few days to decide. Upon visiting the site again, I noticed a promotion advertised as including a copy of an upcoming video game: Call of Duty: Modern Warfare 2. I checked the PC I had picked out previously and saw at the bottom of its page that same promotion. Based on that information, I decided to order the PC and then did so.
  
  After receiving the PC and waiting a few days, I live-chatted with an NZXT support representative about when I should expect my key to access the copy of this game. He told me it would be delivered within 14 days of receiving the PC. It never came. I then again chatted with a support rep on October 21, 2022. After the chat, NZXT called me and explained that: 1) I had purchased the PC too early (the promotion didn't start for a few days after my purchase) and 2) My PC didn't qualify for the promotion anyways, even if it had been purchased at the correct date.
  
  I explained that I thought that the way NZXT advertised this PC was extremely misleading. On the page where you bought the PC, the free game promotion was largely and boldly displayed. I asked if they would like to resolve the issue via a partial refund (the $70 value of the game) anyways considering these circumstances and was talked down to by the support rep I was on the phone with. I feel misled, lied to, and practically stolen from because of the way NZXT advertised their products and promotions on their website and the way I was dismissed by their support team.
  
  For resolution, I would like a key to access a copy of Call of Duty: Modern Warfare 2 or a partial refund of $70 so that I may purchase the game.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Hi *****,
  
  Thank you for your patience, apologies for any discrepancies you've experienced with your purchase regarding the promotion for Call of Duty: Modern Warfare 2. We'd love to further investigate and take care of you if possible and applicable. Could you please provide us with a ticket number from your interaction with our agents?
  
  Kind regards,

• Initial Complaint

  Date:10/12/2022

  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 a prebuilt PC from company and upon further inspection the case fans were not spinning I contacted support and was told to work on the PC myself something they should have tested before sending me the PC in the first place which costed 2,867.43 USD. I attached the chat for further review from y'alls end but they did not deliver a free from defects in workmanship and materials like they promise in their warranty agreement. They will not send someone to fix it just send me the part and telling me to do it myself when I have little to no knowledge in computers which can ruin the PC even more. I paid someone to build a PC because they should have more knowledge and should have done it correctly in the first place.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Hi ******,
  
  We apologize for any inconveniences you may have experienced with your system upon arrival and subsequent service with our team. Unfortunately, we do not allow for any kind of third party repairs or offer an in house repair service at this time. If you are within the 2 year warranty from date of receival, our team would have no problems receiving your PC for full diagnostic and repair.
  
  If you had a ticket number available to provide to us we can further this investigation and make sure you are taken care of. Please let us know if you had any other questions or concerns!
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (2000, 7, 2022/10/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They satisfied the request made sending me a new part with a partial refund for the part they originally sent damaged. I will still have to repair it myself but the refund with the new part is satisfactory enough for me. To conclude they should have tested their software and equipment before sending it to customers would have little to no knowledge on building computers.

• Initial Complaint

  Date:09/21/2022

  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.

  Started with getting a build kit from nzxt.com had issues with my io cooler from day 1. Sent in a thing to the help line with them. Now 2 days outside of the 14day company return policy they want me to pay for shipping. I'm here working with them for hours today and since I got the pc about my io cooler. My pc now randomly crashes. And is unusable for the purposes it's intended for. I just don't want to pay to return a faulty thing which they have been trying to hold me out for my warranty throw them. Seems really shady and I shouldn't have to pay to return a faulty product. I've now spent near 20hrs trying to resolve the issue and don't want other people to have to go through what I have been just for a company to be a bully
  

  Business Response

  Date: 10/06/2022

  Consumer Response /* (-5, 5, 2022/09/28) */
  I'm going to get it repaired by them I don't need a refund just need to let you know it seems shady
  
  
  Business Response /* (1000, 6, 2022/10/04) */
  Hi there,
  
  Thank you for contacting us about this, we're incredibly sorry to hear about the issues you were experiencing from your build kit *** cooler. We'd love to investigate this further and take care of you, do you have a ticket number for your interaction?
  
  Kind regards,
  NZXT
  
  
  Consumer Response /* (2000, 8, 2022/10/05) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/03/2022

  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 brand new nzxt ************** all in one water cooler for my pc. The rgb on the fans did not work and after some trouble shooting nzxt said that unit was damaged and that they would send me a replacement. I sent them my proof of purchase and after a couple weeks I recieved my RMA unit which happened to be damaged with dents on the fin stack, scratches on the radiator, and damage to the tubing. I brought this to the attention of several nzxt employees and they all ignored the fact that the unit I received was damaged even though I sent them video proof. I did happen to speak to an employee named ****** who saw the video and said that it was unacceptable that I received a damaged unit and that he would escalate it to his supervisor. I then received a replacement and this unit was damaged as well with several dents in the fin stack of the radiator. I informed nzxt of the damage and provided video proof. I was told by ************* and several other employees that damage happens during the manufacturing process and is unavoidable. The employee ************* then said that all water cooler companies (he specifically named ************************************ all have aio coolers that have bent fins in the radiator during manufacturing. It seems that from most of the nzxt employees I have spoken too that nzxt is purposely selling damaged products as new and not informing their customers of this misrepresentation. This whole process has been a headache and is unacceptable. I am very disappointed with their customer service and the company as a whole. I purchased a brand new product and expect to receive a brand new undamaged product. Also the 2 replacement units I was sent were the wrong product. I was sent the regular non ********** both times. below are links of video proof of the damage from the RMA units I received.
  
  ********************************************************************************************************
  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Hi ****,
  
  Thank you for reaching out to us, we're very sorry to see the experience you went through and this does not look normal at all. Could you please send me your ticket number? I would be more than happy to assist you with your ****** issue but I am unable to find any tickets with the information you provided. You are also welcome to join our live chat at nzxt**** or call us at ***************
  
  Kind regards,

• Initial Complaint

  Date:08/31/2022

  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 bought a ****** NZXT *** water cooler for my pc. Due to a manufacture error it started leaking on the middle of the radiator. Its been 2 weeks and 4 days. I've sent a support request and they all get ignored. Their support also has been ignoring other customers requests for support.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Hello!
  
  Can you send me your ticket number? I would be more than happy to assist you with your ****** issue but I am unable to find any tickets with the information you provided. You are also welcome to join our live chat ****************************************
  
  
  Consumer Response /* (2000, 7, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Company explained that my product cannot be covered since I "had a accident" when screwing the product into my case. The buyer has accepted to refund me and take the object. But I will not recommend their products and buy any of them. And I will speak about this to *************

• Initial Complaint

  Date:08/02/2022

  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 Gaming PC in March 2022 for my sons birthday. I received it and it would not work. Called them and went through trouble shooting and they said the graphics card was bad. I had no idea what a graphics card was or how to remove to return and they refused to take back the whole PC and fix and send back. I had to hire a professional to remove the card. The same day I dropped the PC off for him to remove the card, the gentleman passed away. It took me 2 months to get the computer back. NZXT still refuses to take back the entire computer although it has NEVER worked. I paid almost $1500 for it! I got another experienced person to remove the card, they sent me a label and somehow the label got mixed up with another shipment and they received clothes instead of the Graphics Card. They emailed me and said they were returning my items. They never returned them, they trashed them and it was over $300 in shoes and clothes!!! Why did they email me saying they were sending back but trash it instead. Why didn't they call? The last email said they trashed it because I didn't respond. They didn't ask me to respond, they said they were sending it back to me. They now tell me I need to ship the item back at my cost...ok, fine, I accidently swapped the labels. Now they refuse to answer my emails or provide the address to ship the graphics card back. I have sent 2 emails for the address with no response. They also will not respond to my email about the disposing of my items after he just sent me pictures and told me had them the SAME DAY!
  I just want my sons computer fixed and I should not have to pay. I am now $1500 in computer AND $over $300 in clothes in the hole because of this company! They are a rip off
  Who sells a broken computer and then refuses to take it back?
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 8, 2022/08/18) */
  Contact Name and Title: ***********************
  Contact Phone: **********
  Contact Email: *********************
  Hey *****!
  
  I apologize for the poor experience you had with us. Internally I see that we shipped out your new GPU Tuesday! Please feel free to email me on the side if you have any further questions.