Complaints

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

close

Find a Location

Razer USA Ltd has 12 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Razer USA Ltd

  9 Pasteur Ste 100 Irvine, CA 92618-3817

• 

  Razer USA Ltd

  865 Market St San Francisco, CA 94103

• 

  Razer USA Ltd

  11401 Century Oaks Terrace Austin, TX 78758

• 

  Razer USA Ltd

  2616 NE 46th St Space C70 Seattle, WA 98105

• 

  Razer USA Ltd

  865 Market St Ste 136 #136 San Francisco, CA 94103

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am writing to formally file a complaint against Razer **** regarding a recurring defect in their Barracuda X wireless headphones and the companys refusal to honor the warranty for my product.I purchased a pair of Razer Barracuda X headphones that were still well within the manufacturers warranty period when they developed a malfunction. Specifically, the power buttona critical componentfailed and rendered the device unusable. Upon researching this issue, I discovered that many other customers have reported experiencing the exact same problem with this model, suggesting a known design flaw or common failure point.When I reached out to Razers customer service department to request a repair or replacement under warranty, my request was denied without proper justification. The representative claimed that the damage was not covered, despite the fact that the product was used normally and was within the warranty period.I find this not only disappointing but also concerning, as it reflects poor customer service and a lack of accountability for product reliability. Customers should not be penalized for what appears to be a widespread manufacturing issue, especially when the company is fully aware of the problem.I respectfully request that the BBB review this matter and assist in compelling Razer **** to address this issuespecifically, to repair or replace my faulty headphones under the existing warranty terms. I have attached all relevant documentation, including proof of purchase, warranty information, and correspondence with Razers customer service.Thank you for your time and attention to this matter. I look forward to your response and support in seeking a fair resolution.

  Business Response

  Date: 04/23/2025

  Razer support has responded to the customer via case *************. We are currently processing the replacement for the customer and we ask that the customer monitor communication via the provided case number in order to have the customer's concern fully resolved.

  Customer Answer

  Date: 04/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ******
  
   
  

• Initial Complaint

  Date:04/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 23, 2025, I placed an order for a Razer Kraken V4 Pro headset, totaling $438.69. I entered my correct shipping address (********************************************). During checkout, Razers website prompted a suggested correction, which altered the address to **************** completely different home. The suggestion was highlighted green, encouraging selection, and I did not notice that it had changed my address.I contacted Razer before delivery, asking them to place a hold or correct the address with ****** They did not act. The package was delivered and signed for by someone else. I never received the item.I provided Razer with multiple pieces of proof: a screenshot showing their system making the change, my government-issued ID with the correct address, and ***** tracking confirming the misdelivery. Despite this, Razer refuses to provide a replacement or refund and insists the address error was my fault.I have filed a dispute through Affirm and a complaint with the ********************************. Im seeking help through the BBB to hold Razer accountable for what I believe is a deceptive and negligent practice involving a flawed checkout system and poor customer service.

  Business Response

  Date: 04/14/2025

  Razer support has reviewed the customer's complaint and we have concluded that the customer's unit was delivered to the address that was provided by the customer. We have diligently attempted to process the address update using our system, but we have been unable to observe any automatic changes as described. In accordance with our internal testing protocols, the system functionality remains consistent and does not reflect the modification in the manner indicated. Should the customer have any additional supporting information or documentation that may assist in verifying the occurrence of such an automatic update, we would be happy to review it further. 

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my laptop in for repair months ago and the agents refused repair but wont send it back claiming to not receive it. They also refuse to file the claim effectively stealing my $4000 device from me

  Business Response

  Date: 04/08/2025

  Razer support is unable to locate the customer's information based on the given data. If the customer would be able to provide us with the laptop serial number,case number or RMA number. It would be very helpful in addressing the customer's concern.

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a $300.00 razor card email for my wife in ***********. She received the email but it stated there was a problem. Two calls to ****** and they instructed me to call the ************** I spent 2 hours on phone as well as email and had no results. I got the explanation we are not Amazon call them. A third call to ****** they said I must contact Razor directly which I did again.Still no results both these companies are using the blame game against each other. My advice would be to avoid both of these companies. In the meantime my wife is stuck in *********** and cant get home while someone has my money and does not want to do the right thing.

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have a razer gold account which is a gaming site we recharge balance and buy gaming products i make the email and deposit money by razer pin gold codes ( as my friends said its better and i will not get a problem like **** cards )after i put the balance in the account this company closed my account so i cant use the balance anymore i contact to support and they asked for personal information and one of the pin codes proof of purchase , i gave the information to the support but they still asking for more and more data (they take the money and wanted to scam me )what i asked for is remove the ban from my account so i can use my balance then i will never use this site again but i need to use the money or i will lose so please help me with this issue and solve my problem ASAP

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

  Customer Answer

  Date: 03/23/2025

  Dear **** Hack,
  
  I appreciate BBB's efforts in facilitating this complaint. However, Razer USA Ltd. has failed to address my issue and continues to impose unnecessary and excessive demands instead of resolving the matter.
  
  I have already provided the Razer Gold PIN proof of purchase, which is the only valid verification required to prove my legitimate ownership of the funds. However, Razer is now demanding highly sensitive personal information such as a personal photograph and proof of address, which is both invasive and unnecessary for resolving this issue. I have serious concerns about the legitimacy of these requests, especially when Razer already has sufficient proof of purchase.
  
  This behavior is highly questionable and appears to be a tactic to delay or avoid refunding my funds. Holding a customer's legally deposited money hostage unless they provide private personal data is an unfair and potentially unlawful business practice.
  
  I am formally requesting that:
  
  Razer immediately restores access to my funds OR provides a full refund without demanding unnecessary personal documents.
  If Razer refuses, they must provide a clear legal basis for why they are withholding my money despite receiving proof of purchase.
  
  If this issue is not resolved within five (5) business days, I will be escalating the matter by:
  
  Filing a complaint with the ************************ (***) for unfair business practices and financial misconduct.
  
  Submitting a formal consumer rights complaint to the ***********************************, as Razer USA Ltd. is a California-based company.
  
  Reporting this case to payment processors and financial institutions involved in Razer transactions to highlight potential violations of consumer protection policies.
  
  Publicly exposing this issue on consumer protection forums, social media, and gaming communities to warn other customers.
  
  **********************'s current response is completely unacceptable, and I urge BBB to review this matter carefully.

  Business Response

  Date: 03/29/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Put ****** dollars on there online app and they are holding my ****** they won't let me purchase item that cost ****** and they won't give me my money back. I tried contacting them over 50 times and they still wouldn't do anything. That is why I am putting it in your hands it has been a year.

  Business Response

  Date: 03/21/2025

  In order for Razer support to resolve the customer's concern, we would need more information in order to investigate the concern. Its best that the customer open support ticket through: ***************************************************************** the Razer Gold team can look into your concern. The customer may also go to *********************************************** and choose RAZER GOLD SUPPORT. A chat box will appear on the bottom right side of the page.

• 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.