Business Profile

Wholesale Video Games

Nintendo of America Inc

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Complaints

This profile includes complaints for Nintendo of America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

208 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/04/2024
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.
Nintendo Switch Lite device purchased in December 2023. Left control stick stopped working in February 2024. I called Nintendo technical support to troubleshoot the device. We did calibration and it showed that the control stick would not move the cursor to the right. I sent this in to be repaired free of charge under Nintendo's 1 year warranty. I mailed the device on February 19th. In the notes during troubleshooting the customer service rep wrote that I wanted to be contacted prior to any work being done on the device. This did not happen and I received it back on February 29th. With the device there was a letter stating that they were 'unable to duplicate the problem' but repaired what they thought was wrong. This is impossible as the device was unusable due to not being able to click to the right on the main page or any game. The device came back with the stick repaired but immediately upon turning it on, it started blowing out air and a fan began making a humming noise. This never happened prior to me sending the device in. It came back with a new problem. I contacted Nintendo customer support and they told me that I would need to send it back in for another repair. I did not have confidence in the facility that processed the original repair as it came back more damaged and did not acknowledge the original problem. It was made known to me that this was an 'authorized repair facility' in ******** ** not an actual Nintendo facility. It was an outside contractor that was authorized. I explained that I did not want to send it there again and requested. different location for the repair as there are many across the country. A supervisor tried to do this but ultimately was unable to. I recieved a call from ***** a Dept Supervisor at Nintendo who told me the only option I had was to return it to the same repair facility. I am not satisfied with this outcome. Reference number 230301-000588. Original repair #********.
Business Response
Date: 03/04/2024
We've discussed the situation with ****** on 3/1, and went over the options available. Should ****** with to proceed with the options available, we'd be happy to further assist in resolving their issue. In the interim, we've reached the extent of our ability to assist outside what has already been offered.
Customer Answer
Date: 03/04/2024

Complaint: 21383885

I am rejecting this response because: there are several other Nintendo repair facilities across the country that this device could be sent to for the repair. After this incident, I do not have confidence in the ********, ** repair facility. They did not thoroughly inspect my device (their response to me said they found no problem even though the device was unusable), did not read the notes to contact me prior to the repair and the device came back further damaged (fan humming). Why would I send it back to this same negligent facility? I would like to know why I do not have the option to send it elsewhere? I was told on the phone it is based on my location where the device gets sent to. Why cant this be bypassed due to the circumstance? The repair facility is not up to Nintendo standards.

Sincerely,

***********************
Customer Answer
Date: 03/05/2024
The business did not address my issues in their response. They did not comment on the repair facility not repairing the device properly, or that they did not contact me prior to the repair or that I would like to send it elsewhere. Why is the case closed when the business didnt address any concerns that I raised? What is the point of the BBB?
Initial Complaint
Date:02/26/2024
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.
Purchased a Nintendo switch for my daughter that will not charge.
Business Response
Date: 02/28/2024
A supervisor from Nintendo's Consumer Support team has reached out to ********** and this matter has been resolved. If there are any additional questions or concerns, our Consumer Support team is available daily at ************ from 6:00AM-7:00PM PST.
Initial Complaint
Date:02/21/2024
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.
Nintendo Switch was bought on 11/28/22 with blue/red controllers.Green/Pink controllers were given as a gift approximately 6 months later. Red (right) controller loses connection often with the unit even when its attached. Green (right) also loses connection and has a major drift. Both controllers have become unusable during game play. I have attempted to update the software, and reconnect the controllers with the unit without success.My old Wii controllers still connect to the Wii/Wii U without issues. My PS4 controllers even though they are older than the switch still have good battery life and I have never had connection issues with them. I take great care of my gaming equipment. There should be no reason for the controllers to have issues this early, especially if its attached to the switch. I enjoy spending time with my kids playing Mario ***** and such. The lack of quality control is truly disappointing.I am requesting replacement for both controllers.
Business Response
Date: 03/03/2024
We were able to speak with the consumer on 2/22/2024. A repair was set up and inform them of our repair process.
Customer Answer
Date: 03/06/2024

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.

Sincerely,

***************************
Initial Complaint
Date:02/15/2024
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.
I received faulty joycons and when sent in to repair they were not repaired and awnt back as is and buisnees refused to replace the joycons
Business Response
Date: 02/26/2024
We spoke with ******* on both 2/16 and 2/17 to discuss options available. Should they have additional questions, concerns, or are in need of additional assistance, we welcome them to reach back out to *****************
Customer Answer
Date: 03/05/2024
I am not satisfied as they feel need to get one over on me on their website my specific color of joycons shows in stock but when I call about the replacement it is magicly out of stock.
Business Response
Date: 03/05/2024
We spoke with ******* on Tuesday, February 27th, and requested they contact our outreach team. Should they have additional questions, concerns, or are in need of additional assistance, we welcome them to reach back out to *****************
Initial Complaint
Date:02/13/2024
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 February 7th of this year, I engaged in a chain of support emails with ******************* regarding their video game storage service application ************* This application stores Pokemon characters from the standard games allows them to be transferred between games as well as sent up to the newer service, Pokemon Home. For nearly 15 years, I have collected Pokemon throughout many games, storing them in ************ since 2014. This service was subscription-based until last year in March when it became free; during the paid years, I subscribed several times which prevented the loss of my collected Pokemon. When the Bank became free, I assured that every Pokemon I had accrued was accounted for in the Bank. On February 7th, I checked the Bank and found that 90 out of 100 storage boxes were completely empty; years of progress and memories lost. Having previously paid for this service, I was appalled that some sort of bug had deleted everything I had worked toward. I was inclined to believe that, since the application was an online service and had a support ID that I could provide, I could be given assistance. Upon messaging support, they initially provided basic suggestions such as checking the source games to no avail. A support ID was requested, which I provided, but they suggested it was typed incorrectly. I provided an image of my support ID as proof at which point they suggested contacting Nintendo, a separate company who does not oversee ************ operations. Nintendo could not help me via phone support as they confirmed they do not run the Bank. I emailed Pokemon Support again and they claimed they do not support this product despite services still being online and compatible with Home/a support ID present, insisting that if I continued emailing support I would be denied support in the future despite receiving no help whatsoever. I would ideally like my very important and cherished data (the many missing Pokemon) restored. Support ID: ****************.
Business Response
Date: 02/14/2024
Hello *****,

Thank you for reaching out to us. Please note, the information provided by our agents is correct. While ********************************* maintained the services for ************* the usage, transferring and other game play related issues were supported via Nintendo support. As we only supported the service in maintaining it running, any transferring, loss of Pokemon or moving of Pokemon to other services or games such as Pokemon Home or other Nintendo games would be supported via Nintendo. We do not have access to Pokemon located in ************ as those tools are not used by *********************************. I do apologize for any confusion.

Thank you and have a great day.

********************************* Support Team.
Customer Answer
Date: 02/14/2024

Complaint: 21290348

I am rejecting this response because:
If Nintendo Support maintains these services, why did they send me back to your support team on the phone? Who do I need to contact to fix this issue? I would like to be put in contact with whatever organization can possibly help me, but both of you have sent me back to one another. If there is a specific Nintendo Support or Pokemon Support agent that could assist me, I would like to be placed in direct contact with them. Thank you.

Sincerely,

*****************************
Business Response
Date: 03/02/2024
A supervisor from Nintendo's Consumer Support team spoke to ********************** on 2/22/2024, during which an alternate resolution was arrived upon and feedback pertaining to their situation was routed as appropriate. If the ********************** has any further questions or concerns for Nintendo, they are welcome to contact Nintendo of America's Consumer Support team at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.
Initial Complaint
Date:02/11/2024
Type:Billing 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.
Im Really Really Really Mad at you Now because I called you 3 Times about My Nintendo ACCOUNT because you Blocked it and I Still Cant Buy Anything on Your Website Because the CARDS still Wont go through About A Month Ago THIS SHOULD BE FIXED NOW.
Business Response
Date: 02/22/2024
A supervisor from Nintendo's Consumer Support team attempted to call ********************** on 2/22, during which they left a voicemail with the best phone number on which to contact them back. We would encourage ********************** to please reach out on the phone number provided (which was also emailed, along with the reference number) where a supervisor will be waiting to assist working towards a resolution during normal business hours, which are 6:00AM-7:00PM PST (excluding major holidays).
Customer Answer
Date: 02/22/2024
THEY ARE STLL REFUSSING TO HELP ME AND THEY STILL NEVER FIX IT YET.
Customer Answer
Date: 02/22/2024
IT'S NOT FIX YET.
Initial Complaint
Date:02/08/2024
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.
We had a Nintendo switch OLED for a few months (not very long sadly) while on Dock station it started to ************ badly, I went to unplug it and placed my hand on it to pull the cord (so the console did not fly as I yanked the cord) and it was VERY hot to the touch, the smell of something burning (wires maybe?) was intense after the unplugging part the heat, and smoke died down a bit however the smell remained awhile and the console/docking station itself never stopped smelling it it.Sad situation but OK electronics fail, Thank God I was there and the kids were not playing it alone as they usually do.Contact Nintendo, set up a repair / replacement situation, took longer then I would have lied but OK, They agree to replace the item, with a BRAND NEW FACTORY SEALED unit, I was not interested in a referb after what happened!!!!!!!!! They agreed, 2 DIFFERENT supervisors agreed. They also took inventor of what I sent back which was EVERYTHING.I get a tracking #, it arrives. The box is A. Not retail and B. looks like it was tossed off a roof. I open it and PARTS are just literally THROWN in the brown (again non retail) box with no padding no protection no ANYTHING..... Missing the Dock and Controllers...... Clearly Referb. Ironic part is what actually seemed to catch fire THE **** wasnt replaced...So now I call and they tell me "we will look into it"Call back and I'm told "thats all were sending because the package coming to us was lost and we can't file a claim on it"Mind you the package (meaning my burned unit) showed delivered to them, and NOW they filed a claim (that they claim no pun intended) that they cant!!!!!! proof in pictures!!So now they STOLE my console, lied and commited warranty fraud all in the same situation PLUS have Egg on their faces from a Switch that caught fire.That Burned unit "Vanished" because of what happened, they dont want to have any proof that their product caught fire in a kids room, bad for business of kids products
Business Response
Date: 02/08/2024
Nintendo's Consumer Support supervisor team has thoroughly researched this matter and has reviewed all interactions and contacts with ******************. The narrative provided in ********************** complaint does not match the results of our investigation, however a resolution was provided in accordance with our policy. We have reached the extent of our ability to assist further in this matter and consider it resolved.
Customer Answer
Date: 02/15/2024
They resolved NOTHING!!! they gave this vague answer and BBB accepts that?????????? NOTHING WAS RESOLVED THEY STOLE MY NINTENDO!!!!!!!!!!!!!! THEY DID FILE A CLAIM AND I SHOWED PROOF THEY DONT HAVE TO ADDRESS ANYTHING??????????
Initial Complaint
Date:01/20/2024
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.
An auto renewal was made on a subscription I do not use.I reached out to support within a couple of hours and they refused to cancel the subscription refund the amount.Transaction ID: ***********
Business Response
Date: 01/20/2024
Our records indicate that this matter was resolved. If there are any additional questions or concerns, please contact our *************************** at **************. We are available any time between 6:00am and 7:00pm Pacific Time, seven days a week.
Initial Complaint
Date:01/10/2024
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.
I purchased a yearly membership card at Best Buy 1/4/24 Went back to Best Buy was told to contact Nintendo customer service. Contacted was sent confirmation email and told would be handled immediately. 1/5/24. 1/6/24 sent pic of card and receipt I receive another email asking for the same information requested when originally on the phone call. . 1/8/24 called back and told they are still working on it customer service asked for the same information again.
Business Response
Date: 01/10/2024
Our records indicate that this matter has been resolved. If there are any outstanding questions or concerns, we encourage ************ to call our *************************** at **************. We are open every day from 6 am to 7pm, PST.
Initial Complaint
Date:01/03/2024
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.
Nintendo switch lite console Ser# XJW10025107790 This device is my wife's. Cared for very well, case, tempered glass, even joy con covers. She doesn't play it very often. But she wanted to the other night, so we charged it up for a little bit, and she played a game for a little while. After she was done, I went into the settings to see if a system update was needed (it had not been used for awhile, so I figured it may have an update). It did need a system update, and needed to restart to complete.... after confirming, it powered down, but failed to power back up..... (it was at 80% battery before the update!?) I tried hard rebooting, leaving it on the nintendo charger block for 12+ hours, all the trouble shooting steps recommended on Nintendo's web site. Even called and spoke with a live rep, and did all the steps again. She said it needed repaired, and wasn't under warranty. I understand it is out of the warranty period. However, what upsets me is that is it WORKED FINE before the update from nintendo!?? I dont think we should have to pay almost a $100 to fix a (like new!) System that failed due to a RECCOMENDED system update. Disappointed with Nintendo's update causing this issue.... We would like console repaired free of charge. I understand paying for something we broke. But an update from nintendo causing this to fail is unacceptable. Thank you
Business Response
Date: 01/03/2024
A supervisor from Nintendo's Consumer Support team spoke to **************** on 1/3/2024, during which a resolution appears to have been met, and feedback pertaining to their previous contact was routed as appropriate. If the consumer has any further questions or concerns, they are welcome to contact Nintendo of America's Consumer Support team at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.
Customer Answer
Date: 01/03/2024

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.

Sincerely,

*********************

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Nintendo of America Inc is NOT a BBB Accredited Business.