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Business Profile

Wholesale Video Games

Nintendo of America Inc

This business is NOT BBB Accredited.

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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 ****** Dreamlight Valley Ultimate Edition on December 1 for my daughter for Christmas. I was able to install the software on my OLED switch no issue and all family members are able to play the game as expected. I go to install it on my daughter switch lite and the console will not let her profile play the game only mine. So I reached out today 12/30 to Nintendo support who offered no help, spoke to "Orion" and said with digital content Nintendo restricts who can play it, but I argued with physical content you do not and he confirmed that is correct. SO again the fact that Nintendo feels its right to restrict digital content but not physical is a highly deceptive business practice when companies like Steam, EA, Rockstar and others do not do this practice. No solutions were offered that would allow both systems to be able to play this game. What Nintendo needs to do is make this restriction go away since I am not having my 7yr olds information out on the web with her own account. ********************** needs to provide a credit so this game can be purchased on her own system.

      Business Response

      Date: 01/02/2024

      We spoke with Orion on 12/30 and educated them on digital content being tied to the account that purchased them, options to play / share digital content across multiple consoles, and offered an exception to process a refund of the game on their account so it could be purchased on the correct account and the intended User could play on their own console. ****** declined a refund and did not want to pursue the options available to have the content playable on the other console. Should they wish to be walked through making the content playable on multiple consoles, or wish to pursue a refund so they can purchase the content on the correct account, they are welcome to call back in for further assistance. In the interim, we've reached the extent of our ability to further assist and no further action will be taken.

      Customer Answer

      Date: 01/02/2024

       
      Complaint: 21076740

      I am rejecting this response because:

      This is a very deceptive business practice, I have no issue with this with physical copies of games but again Nintendo sees that restrictive play with digital copies is ok. Again the point is I should be able to play this game by all users on all my devices. The refund would have restricted this which again is not right. Nintendo needs to do better and this is a big known issue. 
      Sincerely,

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

    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 pro controller from Nintendo in January of this year and it lasted till June. I assumed that my kids were just too rough with it. I purchased another controller in July. The second controller lasted till December. I know that my kids werent rough with it because I got on to them about it after the first one broke down and I was constantly watching them. I did some online research and found the these pro remotes have a manufacturer defect similar to the joycons. Nintendo fixed my joycons before and I thought that they would do the same but when I contacted them I was told that I would have to cover the repair cost. Its ridiculous that they already had a class action lawsuit for the joycon situation and instead of doing right and admitting they are in the wrong here they just try pretend nothing is their fault again.

      Customer Answer

      Date: 12/31/2023

      I was contacted by Nintendo and told the exact same thing the last time I was in touch with them. They will repair the controller at my cost even though this is a manufacturer defect. Again this is not fair considering the joycons are repaired at no cost due to the same drift issues. My guess is that it will take another class action lawsuit to get them to do the right thing instead of them doing the right thing to begin with. 

      Business Response

      Date: 01/11/2024

      A supervisor from Nintendo's Consumer Support team spoke to ************** on 1/11/2024, during which a resolution appears to have been met, and feedback pertaining to their previous contact was routed as appropriate. If ************** 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 (excluding major U.S. holidays).

      Customer Answer

      Date: 01/18/2024

      Nintendo contacted me and we were able to come to a solution we both agreed on. 

    • Initial Complaint

      Date:12/28/2023

      Type:Product Issues
      Status:
      Answered
      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 December 20, 2023 I sent my Nintendo switch console I paid the amount and a shipping label was emailed to me, I sent the product to the company and I receive an email saying the pay was declined even though I used my **** debit to pay for the repair.

      Business Response

      Date: 01/08/2024

      We reached out to Jennefair via phone and email on 12/30 and have yet to receive a response or call back. Should they require assistance, we ask that they call in to **************** at the phone number provided in the email on 12/30.

    • Initial Complaint

      Date:12/23/2023

      Type:Product Issues
      Status:
      Resolved
      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 was charged a subscription renewal without my authorization. I dont own a Nintendo product and Nintendos customer service did not want to help. Below is the correspondence of the conversion. I perfectly understand that. However, you didn't turn off your automatic renewal settings after acquiring your previous membership, that's why it ************ also should have received a reminder email regarding the autorenewal date for you to cancel it before it charged you, but I see no cancellation was done until the membership was already renewed.

      Business Response

      Date: 12/23/2023

      We can confirm that this matter has been resolved, and we have documented and forwarded the feedback regarding the *** auto-renewal process. If there are any additional questions or concerns, please call Nintendo of America's Consumer Support team at ************ between 6:00AM to 7:00PM PST, Monday through Sunday (except holidays).

      Customer Answer

      Date: 01/03/2024

      Good day

      Nintendo reimbursed me the fees. Please close this case.

      Regards,
      Mickey 

    • Initial Complaint

      Date:12/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      case number : 231219-004701.hi , i recently - 10 days ago - ordered four items as a christmas gift for a relative . They were supposed to be delivered tuesday 19 of december . On monday 18 the tracking showed delivered at 10 AM . THE PACKAGE WAS NOT DELIVERED . I contacted nintendo and they basically told me to assume the loss / contact the police if i suspect this package was stolen . Theres no signature nor proof of delivery - which is unacceptable for a package of this value. I dont understand how theres no accountability on nintendos end . This is the most frustrating experience ive ever gone through with a merchant . Please ****** the items with an obligatory signature or refund me my money if thats not an option . Im left four days before christmas at a loss with no christmas gift .

      Business Response

      Date: 12/31/2023

      We did reach out to the consumer on 12/21/2023 and provided a solution. No further action on our end. 

    • Initial Complaint

      Date:12/17/2023

      Type:Billing Issues
      Status:
      Resolved
      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 been charged 2 years in a row for an annual membership of $79.99 which I had marked auto renew as OFF. Both last year and this year it is ON again and I was charged. Again I contacted them and they tell me again per the terms of Auto Renew membership, they can not refund me. I deleted my billing information and will be filing this charge with my bank as fraud as I never authorized this change in my account to auto renew. They have not fixed the issue in the 2 years this has happened. And now there isnt even access for the auto renew to be turned off.

      Business Response

      Date: 12/17/2023

      An email was sent to the consumer. We need to find out what's going on and inform them about additional details of the path they decided to take. 

      Customer Answer

      Date: 12/17/2023

       
      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:12/02/2023

      Type:Product Issues
      Status:
      Answered
      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.
      hi I bought a Nintendo switch lite ********* brothers birthday. To be honest it took kinda long to deliver so I was wondering what's going on. I checked the tracking number (************) and it said that it was already delivered. So I decided to contact Nintendo to tell them I havent received it and they were no help, all they said was "it has been marked as delivered". Im hoping you guys can help me get my money back.ordered on November 20 Nintendo Switch Lite - Gray order number ***********

      Business Response

      Date: 12/02/2023

      Nintendo Consumer Support spoke (via chat) with consumer on 11/28/23, and sent an email with an incident number and phone number to call our supervisor department to have their issue looked into and feedback routed on 11/28/23. If they still have any questions or concerns for Nintendo, we would encourage them to call us back at the provided phone number, where a supervisor will be waiting to assist from 6AM-7PM PST, Monday through Sunday.

    • Initial Complaint

      Date:11/27/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Nintendo Switch video game on December 17, 2019. Console was broken by nephew. Device still functions, but the rails that connect the controllers (called Joycons) no longer work. After factory resetting the device, the device is stuck at a setup screen, requiring the Joycons to be connected to rails that no longer work. It would be trivial for the company to fix this --- the device can read inputs from bluetooth, the *** C port, and the touchscreen, and the device can also boot into a "maintenance mode" that allows the user to push system updates. The device has therefore been rendered unusable, entirely by Nintendo, at the software level.

      Customer Answer

      Date: 11/27/2023

      A Nintendo of America rep reached out to me today asking how to resolve this. They offered to repair the device for free. I accepted the repair but informed them that the ideal solution would be some sort of software update so that this does not affect anyone else. The representative informed me that she left a note indicating that this is a problem that will be addressed.

      Note that I have found Reddit discussion posts describing this problem going back six years:

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

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

      so, while I appreciate Nintendo's prompt solution to my personal issue, it is unacceptable that this problem even exists when it has been brought to their attention more than a half-decade ago. Moreover, while solution is adequate for me, it will not resolve the problem for people in the future unless Nintendo follows up on performing a software update.

      Business Response

      Date: 12/08/2023

      We confirmed that a repair order for this device was created on 11/27 and is in transit to our repair facility. The order will be processed according to our standard procedures. If there are additional questions about the order, they may reach out at the following number during normal operating hours: **************.

      Customer Answer

      Date: 12/14/2023

       
      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.However, I will be following up to confirm that the software issue is eventually resolved. If not, I will open another complaint. Note that I have also notified the *** about this particular issue.

      Sincerely,

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

    • Initial Complaint

      Date:11/24/2023

      Type:Product Issues
      Status:
      Answered
      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 11/15/23 I paid for and sent my Nintendo switch system in for repair I paid $100 for this service. Per their technician request I included the micro ** card with my system. They sent me a refurbished system to satisfaction but failed to return my sd when shipping me the return. I called and logged this complaint. They must have lost the ** card because they claimed the it was never received, that is a lie. They owe me a replacement 256mb micro sdxc card.

      Business Response

      Date: 12/05/2023

      We have researched this matter in depth and provided the results of our investigation to ******************. If she requires any additional information or assistance, she may call us at the number provided in our email correspondence. We consider this matter resolved. 

    • Initial Complaint

      Date:11/22/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 the ninth of November i sent a package containing a red right joycon and a left grey joycon to the Nintendo repair center in **************. I only recieved the red right joycon back. I called customer service and was told that I only sent one controller in, which could not have been the case as both controllers were sent in one piece of bubble wrap. I want my controller returned to me or a new one as it cost 40 dollars.

      Business Response

      Date: 11/24/2023

      A supervisor from Nintendo's Consumer Support team has reached out to **************** on 11/24/2023, during which a resolution appears to have been met. If the consumer has any further questions or concerns, they can reach out to Nintendo Consumer Support at ************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST, excluding major holidays).

      Customer Answer

      Date: 11/24/2023

       
      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,

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

    Nintendo of America Inc is NOT a BBB Accredited Business.

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