Dylan S.

I would like to start off by saying that every positive aspect of my experience has been completely overshadowed by the single negative aspect: their return policy.

I noticed SteelSeries had a sale on gaming peripherals for Black Friday (the day after America's Thanksgiving). I purchased a gaming mouse from the website. The entire purchasing process was seamless and pleasant. The shipping was slow, but within reason considering the holiday.

Upon receipt of my mouse, I quickly realized that it would not function properly with my system. Furthermore, I was not overly pleased with the quality of the product. The construction felt 'cheap' with loose components, fragile plastics, etc. As such, I decided to return the product, because they had advertised a money back guarantee. The nightmare began once I started looking for customer service.

For starters, their customer service is incredibly limited. The only point of contact is through a forum-like system which they have set up. You can post a request for assistance, and an associate will respond, eventually. I waited about 24 hours for an initial response, which was a basic: "I've reviewed your request and have notified the appropriate person to handle it." The appropriate person took over 3 days to respond with instructions for starting a RMA. I quickly followed the instructions, provided the necessary information, and waited. And waited. And waited. I submitted the information on December 12,2013 (30 minutes after it was requested). I waited until January 7,2014 for a response. After 3 weeks of waiting, I opened a second ticket to request support for my first ticket.

I promptly mailed back the product (at my own expense, but I expect and understand that). Today (as of writing this review) marks 3 weeks since UPS delivered the package to SteelSeries. Yesterday, SteelSeries closed the RMA because they claimed to have not received the product. I have been waiting 6 days for a response. They closed my ticket without even bothering to respond to me. I intend to pursue this issue further, and will update my review if I have additional relevant information.

In short, ordering is fast and easy. If you never need customer support, they're great. If you do need customer support, I genuinely hope your experience is better than mine.