Complaints

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

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  Nintendo of America Inc

  4600 150th Ave NE Redmond, WA 98052-5113

• 

  Nintendo of America Inc

  PO Box 957 Redmond, WA 98073-0957

• 

  Nintendo of Canada

  150 2925 Virtual Way Vancouver, BC V5M 4X5

• 

  Nintendo New York

  10 Rockefeller Plz New York, NY 10020-1903

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:11/19/2023

  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 various items from Nintendo's website for a total of $541.81. Nintendo provided me with an order number *********** and a tracking number, 1Z98476E1299333229. However, I never received the package. The courier left a notice at my door but made no attempt to deliver it. I sent my son to the local *** store to retrieve the package, but they denied him because his first name did not match mine. Despite having the same last name and address, the courier returned the package to Nintendo on November 13 at 9:40 A.M.I reached out to Nintendo to resolve the issue, but they were unhelpful. After spending nearly two hours on the phone with them, I requested a gift card, and they provided me with a reference number 231110-000500 for my case. However, I have yet to receive the refund, gift card, or any communication from them. I've tried using different credit cards to place a new order, but the system blocks my transactions even though I use different cards. Several people have reported this issue on different forums.I want my money back for the return-to-sender package and an explanation about why my account is blacklisted. Although my grandchildren like their products, I am disappointed with Nintendo's customer service. I hope to resolve this issue soon; otherwise, I may have to dispute the charge with my bank. I have attached an email that shows proof of my purchase.

  Business Response

  Date: 11/30/2023

  We have attempted to contact **************** via phone, and we sent an email asking him to call us. We are confident that this matter can be resolved, but we will need to speak to him directly. He may call us at the number provided to him in the email that was sent on 11/24/23. We are available to accept his call seven days a week (except for major holidays) between the hours of 6:00am and 7:00pm Pacific time. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20893042
  
  

  I am rejecting this response because although it is true that the business has left a few messages on my answering machine, they only leave messages to call the **** number. I did call them on Wednesday, November 22, and Friday, December 1st, and another time before those times when I was on hold for an hour. However, every time I call, the people say they'll contact their respective department heads to research why I'm unable to make purchases and to check why I haven't been issued a refund.
  
  The tracking number from *** indicated that the parcel was returned to the sender on 11/13/2023 per tracking number 1Z98476E1299333229. As a result, I believe I shouldn't have to contact them. I placed the order on October 21, and since then, I have neither received my merchandise nor have I been able to place new orders. Despite my repeated attempts, the company has refused to refund my payment. I have attached a screenshot of the error message I receive when placing new orders and a screenshot of the tracking information indicating that the package was returned to them.
  
  I am issuing a one-week deadline to Nintendo to refund me $541.81 for a purchase I made. If they fail to do so, I will contact my bank for assistance. During my second call to their customer service, I was warned that soliciting a refund from my bank would result in a ban. However, I am already unable to place new orders, so it appears I am already banned. I am tired of repeatedly contacting them without any fruitful outcome. It is unfair and unreasonable that I should have to keep calling them when the items never made it to me and were returned to them. At this point, I only want a refund unless Nintendo can offer me two digital video games as compensation for the difficulties and unaccommodating behavior I have encountered while dealing with them.
  
  

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

  Business Response

  Date: 12/08/2023

  We were in contact with the consumer on 12/4 and 12/5 and consider this matter resolved. Should they have any additional questions or concerns they may contact our support team at **************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST).

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20893042
  
  I am rejecting this response because although it appears I have received a refund for the not-received merchandise, and they sent me a digital code for a game I chose, I have no hardware to play the game as I'm still unable to make purchases on their website. Despite bringing up this issue in our previous conversations, it has not been resolved. Whenever I try to make a payment using any of my credit cards, I get the following error message: "Error: There was an issue processing your transaction. Contact your card issuer or select a different payment option. For help, please visit support.nintendo.com." All of my credit cards have enough funds to cover the cost, but none of them have even been attempted to be charged. I have found that this issue is widespread by doing a ****** search. It is not clear whether it is a system-wide issue or if individual accounts are being banned. I want this issue to be resolved or at least an explanation provided as to why I am unable to make purchases. Perhaps, they can create a payment link or provide an alternate payment option to enable me to pay for the items in my cart.

  Sincerely,

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

  Business Response

  Date: 12/18/2023

  We reached out to ***** on 12/11/23 via phone and email in attempts to resolve the issue, however have not received a response / been able to reach them. Should they require additional assistance, we welcome them to reach back to consumer service at the phone number listed in the email sent.

• Initial Complaint

  Date:11/17/2023

  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.

  I SENT BACK MY NINTENDO ORDER ABOUT A WEEK AGO FOR A PINE SET FOR 800 POINTS AND YOU NEVER REFUNDED ME NOWAND I WENT TO GAMESTOP TO PICK UP MY SUPER MARIO *** FOR THE ***** AND I NEVER GOT MY PRE-ORDER BUTTONBES SET BECUSE GAMESTOP TOLD ME THAT YOU NEVER SHIPPED THEM OUT YET.

  Business Response

  Date: 11/17/2023

  We have processed returns for this consumer on August 2, 2023 and September 24, 2023. We have no communication from the consumer regarding this particular order. They may reach out to us at ************** during normal operating hours to resolve the issue with this order. The agent assisting them may also document their feedback regarding the secondary matter.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20886388
  
  I am rejecting this response because: THEY ARE STILL REFUSSING TO HELP ME NOW.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/20/2023

  I SENT IT BACK OVER A WEEK AGO AND THEY STILL NEVER REFUNDED IT AND IT'S SITTING IN YOUR MAIL ROOM NOW.

  Business Response

  Date: 11/27/2023

  As previously stated, we have processed returns for this consumer on August 2, 2023 and September 24, 2023. We have no communication from the consumer regarding this particular order. They may reach out to us at ************** during normal operating hours to resolve the issue with this order. The agent assisting them may also document their feedback regarding the secondary matter. We can not further assist with this matter if we are unable to speak with the consumer to determine the issue. Should *** require assistance with an order or return, we are happy to further assist in providing a solution by having them call in to discuss this particular order. No further action will be taken in the interim.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20886388
  
  I am rejecting this response because: YOU ARE STILL REFUSING TO HELP ME NOW.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 11/29/2023

  THEY ARE STILL REFUUSSING TO HELP ME NOW.

• Initial Complaint

  Date:11/08/2023

  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 Nintendo Switch Lite in blue on 12/06/2022 to give my son for Christmas. Since then, we have had nothing but issues. We have returned the switch twice to the repair facility and have consistently had the same issue, the switch does not hold a charge longer than an hour, even while its not in use. I do understand the switch was replaced with a refurbished one but it also has the same issue. I do not think its fair to have to send in the switch for a THIRD time. My son has to go without the switch for weeks at a time while the switch is being mailed back and forth and repaired. At this point, we dont even want the Switch. Id rather just totally start over with a different type of Switch or just let him use mine because this back and forth isnt worth it. I recently spoke with ***** about reference # ******-003004 and he suggested I send it in for repair AGAIN. He had no other solutions and didnt have anyone additional up the chain for this to be discussed with. Repair # ******** and ********.

  Business Response

  Date: 11/19/2023

  We were able to speak with the consumer and come to an agreement. A new repair was set up with expedited shipping. The console is currently in service. Thanking the consumer for working with us in order to resolve this matter. 

• Initial Complaint

  Date:11/03/2023

  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.

  Summary is that I tried to use eShop gift cards to buy a Nintendo Switch but it didn't work and Nintendo won't refund the gift cards or apply them to the console.I first verified that I could use eShop funds to buy a switch by Googling and going to a Nintendo support page for the answer:************************************************************************************************************************************************************************************************************************************************************************************************** is the important text from the site: "How to Add Funds to Nintendo eShop through the Nintendo Account Website Applies to: Nintendo Switch Family, Nintendo Switch, Nintendo Switch Lite, Nintendo Switch - OLED Model, Nintendo Account In this article, you'll learn how to add Nintendo eShop funds to your Nintendo Account through accounts.nintendo.com.Important The option to add funds in this way is available in countries in our region with Nintendo eShop.Funds added can be used to make purchases in the Nintendo eShop for Nintendo Switch, or to purchase digital games through the My Nintendo Store."Since it says "for Nintendo Switch" I proceeded to buy the eShop gift cards through ******* They were 5 or 10% less cost for their face value. When I bought the switch I didn't see where I could use the gift cards but again googled and saw that gift card balances are automatically applied before your card is charged. That didn't happen and I've spent hours on the phone and Nintendo said they would make a one time exception and apply the eShop credit to my purchase. Now they say they can't do that but will move the funds to the hardware shop if I buy something other than a console. This shows they can do it but just want me to spend more money with them. They refuse to refund me even for the actual cash that I spent on the gift cards and also refuse to let me talk to their manager. I want a refund for $200 of the gift cards only. Ref #******-001735

  Business Response

  Date: 11/03/2023

  A supervisor from Nintendo of America spoke to ************** on 11/3/2023, and again clarified that Nintendo prepaid eShop currency cards are for use for digital content through the Nintendo Switch eShop, which is clearly printed on the cards themselves. While we can empathize with their misinterpretation, there are a variety of reasons why we are unable to apply the digital credit towards the purchase of a device. As ************** stated, the cards themselves were purchased through an external retailer, whom should have been contacted for the requested refund prior to redemption. As these cards are stock managed by the retailer, the transaction and any return would be referred back to the store where it was purchased. As the cards have been redeemed on a Nintendo account already, we have tried to work with ************** to find a reasonable resolution, however are unable to provide what they are requesting. We can also confirm that there is not any official Nintendo website which indicates that eShop cards can be redeemed for physical product, as the MyNintendo online store is a different marketplace than the Nintendo eShop, which is for purchasing digital content only. Prepaid eShop currency cards are not eligible for use on this marketplace or for physical content in general. We have documented ****************** feedback, and encourage them to utilize the digital currency to purchase software for the device they purchased through the MyNintendo store, if they wish to keep it. If they are interested in pursuing a return, they can contact our 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: 11/03/2023

   
  Complaint: 20823015
  
  I am rejecting this response because:  It does not solve the problem.  The gift cards were bought online so I could not read them and Nintendo has a responsibility to remove ambiguous text from their site.  Returning the Switch doesn't solve the problem.  The problem is with the gift cards.  There is no reason they can't be refunded, or credit put back on the original gift cards so I can return them to Costco.  Options for satisfactory resolution include applying the gift cards to the switch, refund the amount paid for the gift cards, or give new gift cards with the balance.  
  It doesn't do me any good for you to clarify that I can't do something I tried after it's too late.  Please refund or use the funds as I intended for the switch, either is fine with me.
  Sincerely,
  
  *********************

  Business Response

  Date: 11/06/2023

  As stated in the previous response, we've thoroughly reviewed and discussed the options available on 11/3. Should ***** wish to proceed with any of the options we are able to provide, they are welcome to call in to **************** for further assistance. 

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20823015
  
  I am rejecting this response because:

  Nintendo has done nothing to address the complaint.  The issue is with the gift cards, not the switch.  Returning the switch would do me no good as I still have the gift cards that I can't use.  The gift cards, in fact, do not say anything on them about not being used for a console.  They do say they can only be used for eShop but how would I know that Nintendo has a different estore for digital content versus physical content?  That is not normal, I have never experienced that before.  I would like to have the gift card balances applied to the switch.  If Nintendo refuses to do that, I would like a refund of the gift cards (I am ok with actual value paid vs. the value of the gift card as it is slightly less).  If Nintendo refuses to refund, then I would like new gift cards issued to me so that I can sell them to people that will use them.  I will still lose some money but not $200.  There are three reasonable options, please pick one and resolve this issue.  I also suggest updating your verbiage or combining your stores as it is not a consumer friendly approach.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/19/2023

  Type:Delivery 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.

  Sent product to be repaired and received in worse or same condition.

  Business Response

  Date: 10/30/2023

  Per the request of the consumer, the repair was sent back unrepaired. Should they wish to proceed with a standard repair per our standard process, they are welcome to contact **************** to start the process again. In the interim, no further action will be taken. 

  Customer Answer

  Date: 10/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not the best, and I am disappointed that the issue could not be fixed, but I will accept the defects that are still present to avoid further damage to the product.
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:10/19/2023

  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.

  Both my partner (***********************) and I have purchased and spent well over $2000 (two thousand dollars) in several Nintendo products and services such as: two Nintendo Switch (NS) consoles, paid family subscriptions to Nintendo Switch Online (***), two (2) physical games of Animal Crossing New Horizons (ACNH), over 15 Nintendo video games, and multiple other products and accesories. On July 12, we requested technical support from Nintendo regarding the saved games in the ecosystem of ACNH, ***, and NS. This ecosystem is designed to save game progress both locally and in the cloud. In fact, the only way to backup our saved games is by paying the *** service annualy. In said technical support, we requested assistance in transferring our ACNH saved games between our consoles. These saved games hold significant sentimental value for both my partner and me. After several phone and email exchanges, we were assigned a case number 230717-004704. On July 17, we were transferred to a Nintendo supervisor named ***** and we followed his instructions meticulously and up to the letter. For some reason, the procedure carried out by Nintendo did not work. After months of waiting and multiple contacts, Nintendo informed us of the apparent loss of one of our precious saved games in the cloud without any explanation, maliciously attempting to blame us for the issue. We were devastated. We urge Nintendo to thoroughly investigate the situation for which they are responsible and to resolve once and for all the recovery of the saved game. In the event that they are unable to do so, we demand compensation of $200 (two hundred american dollars) to be deposited into our US bank account. While no amount of monetary compensation can fully remedy the loss of our saved game, we believe that such minimal amount Nintendo can provide is a measure of redress for the sentimental value of the lost property due to Nintendo's fault, the time lost, and the mistreatment received.

  Business Response

  Date: 10/19/2023

  A supervisor from Nintendo's Consumer Support team spoke to Mr. ****** on 10/19/2023, during which a resolution appears to have been agreed upon by both parties, and their feedback was documented for review by the appropriate department(s). If Mr. ****** has any further questions or concerns, they would be encouraged to reach out to our Consumer Support team at ************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST, excluding major holidays).

  Customer Answer

  Date: 10/21/2023

  Nintendo has contacted us via email and phone, offering video games instead of the monetary compensation we requested. They provided a list of possible games for my partner and me to choose from. After discussing it with my partner, we are willing to reconsider the compensation we requested and accept the following two (2) games from Nintendo's list: ************************ and "******* Return to Dream Land Deluxe." If Nintendo fulfills this proposal, we will consider the case resolved immediately and waive any future legal action on this matter.

  Customer Answer

  Date: 10/23/2023

  In reference to your last message, I believe that BBB has misunderstood that my complaint has already been resolved. It has not yet been resolved, as indicated in the message I sent on 10/21. In that message, I request that the Nintendo confirms the acceptance of the proposal through this official channel (BBB).

  The message to be forwarded to Nintendo was the following: Nintendo has contacted us via email and phone, offering video games instead of the monetary compensation we requested. They provided a list of possible games for my partner and me to choose from. After discussing it with my partner, we are willing to reconsider the compensation we requested and accept the following two (2) games from Nintendo's list: ************************ and "******* Return to Dream Land Deluxe." If Nintendo fulfills this proposal, we will consider the case resolved immediately and waive any future legal action on this matter.

  Business Response

  Date: 10/23/2023

  It was agreed by the consumer to select a game of their choosing. An email was sent with a list of games to choose from. Now they are wanting more than they had indicated when speaking with a super visor. The one game offer still stands if they are willing to accept it. Nothing else to note from our end.  

  Customer Answer

  Date: 10/24/2023

  Dear BBB, I would like to ask if you could analyze and forward the message I am including below to Nintendo. Our intention is to reach a favorable agreement with the company. In fact, we have made concessions regarding the monetary compensation in order to understand the other party's proposal. We have simply requested two games (instead of one or a monetary compensation) as a middle ground solution that has no economic impact on Nintendo - they are just two digital games. We are, therefore, requesting the company to reconsider the proposal, but the company is closed to dialogue, which does not lead to a resolution.
  
  It is false and misinterpreted that "it was agreed by the consumer to select a game of their choosing" and that "now they are wanting more than they had indicated when speaking with a super visor." I had a phone conversation with Nintendo in which they offered us a choice from a list games instead of the monetary compensation we demanded. I explicitly explained to Nintendo that I would need to discuss this with my partner. In order to find a common middle ground in favor of resolving the case, my partner and I requested two games (one for each one): ************************ and "******* Return to Dream Land Deluxe." This compensation has hardly any economic impact on Nintendo, and it is shameful that they do not even have an interest in agreeing to a middle ground, just like we do. This proposal does not even make up for the material and sincere emotional loss caused to us by Nintendo, and yet, we are still putting forward a solution. Nintendo destroyed hours and hours of progress that my partner and I invested into Animal Crossing New Horizons. They provided incorrect technical support and did not back up the cloud correctly, as they should have with the family Nintendo ********************* that we pay for annually. Moreover, as we explained to them, we purchased over $2,000 in Nintendo products and services. We are also including in the proposal the waiver of any future legal action on this matter. We ask Nintendo to reconsider the situation, which we believe is more than reasonable and significantly more favorable to them, in order to reach a satisfactory and definitive resolution of the current claim.

  Customer Answer

  Date: 10/25/2023

  Dear BBB, I would kindly ask if you could update me regarding my inquiry from 10/24/2023 8:52:47 AM, as the case appears reviewed as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied". On the contrary, it is not, which is why I reached out to you. The company has never provided me with the code they claim to provide, and they have also not addressed the concern I raised on 10/24/2023 8:52:47 AM. Thank you very much.
  
  *Message to be forwarded to the other party*: It is false and misinterpreted that "it was agreed by the consumer to select a game of their choosing" and that "now they are wanting more than they had indicated when speaking with a super visor." I had a phone conversation with Nintendo in which they offered us a choice from a list games instead of the monetary compensation we demanded. I explicitly explained to Nintendo that I would need to discuss this with my partner. In order to find a common middle ground in favor of resolving the case, my partner and I requested two games (one for each one): ************************ and "******* Return to Dream Land Deluxe." This compensation has hardly any economic impact on Nintendo, and it is shameful that they do not even have an interest in agreeing to a middle ground, just like we do. This proposal does not even make up for the material and sincere emotional loss caused to us by Nintendo, and yet, we are still putting forward a solution. Nintendo destroyed hours and hours of progress that my partner and I invested into Animal Crossing New Horizons. They provided incorrect technical support and did not back up the cloud correctly, as they should have with the family Nintendo ********************* that we pay for annually. Moreover, as we explained to them, we purchased over $2,000 in Nintendo products and services. We are also including in the proposal the waiver of any future legal action on this matter. We ask Nintendo to reconsider the situation, which we believe is more than reasonable and significantly more favorable to them, in order to reach a satisfactory and definitive resolution of the current claim.

  Business Response

  Date: 10/25/2023

  Nintendo Consumer Support had provided our proposed resolution to Mr. ****** during their conversation with a supervisor on 10/19/2023. During this contact, the consumer was given instructions on how to move forward with the proposed resolution, however has since rejected said resolution. Considering Mr. ****** and their partner are still able to access their account(s) and the purchased content within, we are unable to provide the additional compensation which they are requesting. Animal Crossing: New Horizons is one of the Nintendo Switch titles which does not utilize the Nintendo Switch Online Cloud Back Up feature, and instead has its own proprietary Island back up and restore functionality which needs to be performed in a very precise and specific manner. While we empathize with their loss of data, this is an inherent risk when attempting to restore any data from another device and is not something we are able to compensate for in a monetary fashion, for a variety of reasons. The manner in which Mr. ****** was using this functionality fell outside of the intended use of the Island Restore functionality, as it is meant to be used for restoring data to a replacement system when the data is backed up to a non-functioning or lost device, rather than simply swapping data between two working consoles to swap island data between their partner's console and their own. Mr. ****** is welcome to call back into Nintendo Support with the number they were previously provided, and an agent will be able to assist in honoring the original resolution as offered during the contact on 10/19/2023.

  Customer Answer

  Date: 10/25/2023

  I accept the company's response and what they propose. Please, let Nintendo know that I have contacted them by email requesting ************************* I am looking forward to receiving it from them.

• Initial Complaint

  Date:10/16/2023

  Type:Order 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 purchased a game (digitally) on July 12th with a voucher and played it for the first time today October 16th and realized the game does not work. I immediately contacted Nintendo asking for them to return the voucher for the defective item and they refused. I in essence wasted $60 and they refused to help in any way. Please return the voucher or an equivalent refund.

  Business Response

  Date: 10/17/2023

  A supervisor from Nintendo's Consumer Support team spoke to Mr. ******** on 10/17/2023, during which their feedback was documented and a resolution appears to have been met. If ******************** has any further questions or concerns, they can contact our Consumer Support team at ************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST, excluding major holidays).

  Customer Answer

  Date: 10/17/2023

   
  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:10/07/2023

  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.

  false advertising. with bad translations and some curious changes and censorshp. "i'm an independant consumer advocate and i'm trying to advocate for myself. and i've noticed some very concerning trends over the past decade and many more. let's start with just a few. . ******************************************************************************************************************************************************************************************************* people are opposed to censorship. the censorship of books is a hot button issue and has been since the ****s... censorship of games is no exception. and I'm asking you what motivated you to take these changes and how i can talk to those motivating forces. bad translations and censorhsip are not good for consumer and may have you run afoul of some consumer protections and it's getting the attention of some advocacy groups. " the way i see it, they're engaging in false advertising and have been for a long time. smash ultimate is censored, fire emblem on the 3ds (many) have been censored and consumers like myself aren't happy. dispite very vocal consumer revolts and complaints we're treated like garbage or like we don't exist.

  Customer Answer

  Date: 10/07/2023

  ***********************************************************************************
  
  
  there's a lot . including fire emblem. fates, censorship in Smash Bothers Ultimate. FE: Tokyo mirage Sessions FE# . pokemon. Let's go ******* and **** and too many to list. 

  Customer Answer

  Date: 10/07/2023

  *******************************************
  
  it got to the point where a WII U game topped the best seller charts when the Switch version of Fire Emblem # Tokyo Mirage Sessions was said to have ******* censorship. 
  
  

  Business Response

  Date: 10/07/2023

  A supervisor from Nintendo spoke with ****************** on 06/26/2023, and documented ******************' feedback to provide to the appropriate departments for careful consideration. 

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20708250
  
  I am rejecting this response because:
  
  I'm not convinced they even consider what i have to say, i get having more diversity, racism is bad. equity... well i prefer equality. but this has been a systemic problem  and i don't know why.  I dont know what pressures made you chose the way you do or if it is Cero but i'd like to know when you intend on being super anti censorship. we dont like the butchering of the remakes and original and so many of us have been ignored.  for a decade.  
  
  it's getting concerning because it seems like Nintendo of ***** and nintendo of america are having their arm twisted.   and this is GLOBAL. The harm of censorship and to art... the loss of a life is terrible enough because a creature of reason dies. but to censor even that what is harmless is to kill reason itself. the light of reason in the eye. 
  
  it is just like the censorship of old where religious symbols and hate symbols were avoided... 

  i know this is about your competitor but somewhere it had to have started and the people calling in favor of censorship ... like *********************** (who worked for you) had unethical ties with the journalist ****************** 

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  but the censorship isn't adding to inclusivity it's exclusionary. and i'm concerned that there may be external pressures... but yet you bow to those who seem to threaten you. 

   

  so i want more information as to what is going on and (as impossible as it may be) to undo all censorship in past and present and future games. or to make such patches and remedies available. goodness knows the people voted with their feet with FE# Tokyo Mirage Sessions. to buy a wii u game in ******** because it lacked the censorship of the switch port and the *** release. 
  
  

  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/10/2023

  it's clearly censorship. and it's not just one. 
  
  id' like to get in contact with nintendo. if you can. 

  Customer Answer

  Date: 10/10/2023

  what if i changed the resolution goals? why not talk to the company and/or request the repair in that way. 
  
  are you sure there's nothing you can do? 

• Initial Complaint

  Date:09/27/2023

  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 had a problem with my switch and lost all my save data. Amoung this was all my pokemon saves with MONETARY IN GAME REWARDS directly from nintendo. These also l, just happen to be, the ONLY games nintendo regufses to let use their cloud based saving services. Meaning, no way to get them back.I had attemted to contact nintendo since it is all their products and services INCLUDING, but not limited to, SOFTWARE WITH DOWNLOADABLE CONTENT STILL IN DEVELOPMENT.their support representitives strait up said that they do not support the software and will not elaborate. It would be nice to know why they are not currently supporting software that was pre purchased by millions of gammers, that is "Supposedly" still in development with a supposed "release schedule plan" that has not been changed nor updated. it woul also be nice to know why I am having to use the BBB to get ahold of their CEO's office when one of their representitives should have had the ability to deal with this in a respectful and professional manor before it got this far!I would also like to know why only THEIR software has this specific flaw on THEIR hadware and cloud system that was DESIGNED to work all together?

  Business Response

  Date: 09/27/2023

  A supervisor from Nintendo of America reached out to ************** on 9/27/2023. During this contact, the agent referred ************** to the appropriate companies ********************************** and GameFreak) to voice their feedback on the matter, as the title in question is not a first party title developed by Nintendo. Additionally, the agent recorded ****************** feedback pertaining to cloud save functionality, so this could be passed along to the appropriate teams. If the consumer has any other undocumented questions and/or concerns pertaining to the Nintendo ********************** we would ask that they please contact Nintendo's *************************** at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday (excluding holidays).

  Customer Answer

  Date: 10/07/2023

  I have yet to recieve any kind of response!

   

  there has been no resolution nor any attempt by the company to reach out to me!
  

  Business Response

  Date: 10/10/2023

  As previously stated, on 9/27/23 we referred ************** to the **************************** and Game Freak to address his concerns. We have documented and forwarded his comments and feedback to the extent we are able, and consider this matter resolved. 

• Initial Complaint

  Date:09/16/2023

  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.

  dear nintendo im responding from library because my devices are tampered with so sadly i cant send screenshots to further prove my evidence i did send you screenshots with ***************** but i dont know if hacker is able to block sender request. on ******* thiers a blk female hacker that makes bot accounts daily to harass and make fun of the laws like piracy laws. ******* channels like:@aacroxtensions , @aacroxtensions549 and now @tempulse . the first two i listed have mocking banners about your company while placing links in channel descriptions to free rom game links from nintendo on discord and reddit than when i check again it is gone. other channel is one thats been stalking me with spyware on my devices using picket sniffer,bot nets and other techniques that all the security apps shows as false positive..that last account templuse made ******************** music video titles intensive music for studying using scary ***** pfp same pfp that belonged to another stalking channel on ******* called @scarykirby that was soliciting an underage minor to make **** **** under comments. point is she make accounts daily yes daily i know and the first two accounts even mock ur company knowing if it gets deleted she will make another one add infinitum..a month to verify accounts would stop alot of the bots not the genrouse 2 years or 1 year from twitch which she commits crimes their aswell. i talked to ****** but they dont seem to care about the situation. i even told them she is committing piracy among many other crimes and **** those accounts are still thier on ******* for example @richie404 yet another channel used to stalk me on wwe,sonic cd music and nostalgic commercials and channel description has her as male. *** even reported this criminal had mod accounts on utube where she can take advantage to hack ppl placing urls. if ur company doesnt care like utube whatever im to the point where i might as well dl free games roms or watch free movies she upload on utube smh

  Business Response

  Date: 09/16/2023

  This appears to be a duplicate BBB submission. The issue reported dies not pertain to Nintendo of America, as Nintendo does not manufacture the devices described in said complaint. If **************** has any further complaints or updates on the matter which they would like have documented, we would encourage them to call our *************************** at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.

  Customer Answer

  Date: 09/22/2023

  since my devices are hacked i cannot send images to prove my case to Nintendo, however i talked to a Nintendo representative to let them know about the cyber security exploits being done on all these internet mobile devices. The female hacker that is stalking me and breaking all sorts of laws is still their on you-tube making daily accounts for the purposes of piracy, i have talked to ****************** about this issue but they don't seem to care that she is committing all sorts of cyber crimes on their platform if anything on their ****** play store after i complain theirs weird essential banners displayed like on august when i complained that she is using crypto jacking their was an essential banner promoting crypto currency, on September when i complained that their was piracy issues from this same person on the ****** playstore they displayed an essential ad banner promoting apps about pirates and hacking your widgets...does the cyber criminal work for ******? can she mess with the ad banner algorithm? is it a coincidence? or is it ****** little inside joke? either way when i reported accounts from hers like@richie404 that have been stalking me different videos and making accounts that have url links to get everything from free rom dumps to very illegal selling underage fetish videos..nothing was done those accounts are still their and they have zero solutions to this problem seems like ****** does everything backwards giving 3 strike rule to even accounts that prey on children to committing fraud   or they dont want to implement ip bans,1 month verification to stop the multiple accounts daily or tech to stop people using ip and stand in email address to protect their own emails,  to vpns nope you-tube allows are sorts of encryption to hide ips on their platform they make it comfortable for criminals..other sites have these measures and a zero tolerance policy. i already stated my case and i cannot force you-tube to stop rom dumping and piracy on their platform much like it seems i cant do anything about the person that has been hacking/stalking and harassment of  me for 3 plus more years. your not the only company im addressing this problem since she is dumping free movies and tv shows on ******* and even after you report the illegal activities they stay up their for people to enjoy they shows because i guess everyone gets a 3 strike rule or they don't care or they have a criminal working for their company and tampering with feedback and complaints
  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,
  
  *************************