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:09/13/2023

  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.

  Cyber criminal ***************************** blk women has been hacking all my devices including Nintendo switch for 4 plus years. Screenshots show evidence of ddos attacks,fake targeted harrasemnt from scam calls by her i blocked one she makes another using fake number. She places Spyware on devices to stalk and cyber Harrass online .probably works for *************** making ads/security. She has accounts posting on ******* under various vgm content which I address to ******* I also told them She makes accounts after accounts daily and some of the accounts when I check has channel descriptions linking to sites like reddit to download free Nintendo games for piracy and when I check back accounts She changes channel descriptions...how does she know? Clearly she is using Spyware probably picket sniffer and more than likely have other people in on the crimes, she also priates music,movies from utube,emails and apps, she has doxxed my information on galaxy store as shown below..its a a joke to this cyber blk female criminal. Utube seems not to care about this person pirating and making accounts after account even if ones block another pops up..if your company doesn't care whatever I guess free games for people on ******* among other piracy content like movies that she strategically places where every I type on search bar aka stalking. She already erased old accounts like leah_hcic on twitch and 4eddit that pays over 400 to content creators...how she get this money if she's online creating accounts daily probably with help from family??who knows even a year to verify accounts is to reasonable for this cyber criminal ..a month is more than enough than again ****** aka utube seems not bother about every crime I've reported of her with evidence including child exploitation vids on ******* from her named ***************************** a blk female who deems herself to be a hacktivist but is an immoral corrupt thug. If i font respond well she blocks my device aka root kit virus preventing responding

  Business Response

  Date: 09/14/2023

  After thorough review, the complaint in question does not seem to 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.
  

• Initial Complaint

  Date:09/09/2023

  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.

  When Nintendo switch was first released I purchased one for my children, shortly after having it the unit it malfunctions. As it was still under warranty I called the company they trouble shot the problem in the unit was sent it back, they found it was a defective battery. Less than a year later after the warranty replacement) the unit was having the same problem and now at this point Nintendo wanted me to pay $100 to have it repaired.I did not pay the $100 I eventually bought my children Nintendo light unit which had other problems. Fast forward to **************************************** to buy another Nintendo switch, I bought it for them (the red and blue). Here I am less than a year after buying the new gaming system filing for a warranty! Because the unit that I bought in 2022 is having the same issues as the unit I purchased 4 years ago. (The unit will not turn on). At this point it feels kind of predatory it feels like they're making these devices to fail so you have to put money into them regularly. The devices have not been in contact with water the screens were not cracked or damaged they were not thrown around this is just an issue that occurs internally with the device. I'd like for you all to look into this it's not fair I'm a single mom my income is limited I'm saving my money to purchase things for my children to make their childhood enjoyable and it's ending in continual frustration and more money spent.

  Business Response

  Date: 09/10/2023

  We haven't received any contacts from the consumer. We did create an incident (230910-001629) and ask them to contact us. We are more than willing to work with them to resolve the issue. We do have procedures to handle such their issues. 

• Initial Complaint

  Date:08/31/2023

  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.

  The support team for a mobile phone racing game developed by Nintendo that can be reached by sending an email to mariokarttour-********************************** has behaved poorly. After sending information to them about the mobile phone racing game developed by Nintendo, they did not respond. This had me legitimately concerned that they had died in a fire. I sent an email to the email address identified in the first sentence of this complaint telling them to respond if they were alive. When they finally sent me a response, it was to another issue that had nothing to do with the email about whether or not they were alive. I responded by pointing out that they didn't acknowledge my concern over whether or not they had died and that my feelings were hurt because of how worried I was over whether or not members of the support team that can be contacted by sending an email to mariokarttour-********************************** had died. The lack of a response to this email is something that I am not satisfied with because I showed concern for their health, which is a trait associated with kindness and they chose not to behave as if that had ever happened. I would like to know why this specific Nintendo support team chose not to show any gratitude over my concern regarding whether of not they were still alive. This is why I made the choice that I did for the desired resolution.

  Customer Answer

  Date: 09/02/2023

  This is not the same type of complaint as the previous complaint. The previous complaint involved in-game items and I wanted them to be given to me. This type of complaint involved a specific support team working for the company not showing any signs of admiration for worrying about whether or not they were alive. Therefore, there is no similarities between the two complaints, which is why the complaint I recently filed should not be closed and should be reopened if it has already been closed. 

  Business Response

  Date: 09/05/2023

  Hello, 

  We appreciate ******************** feedback (concern), and we have sent an email request for them call us at their earliest convenience. Our representatives are available seven days a week from 6:00am to 7:00pm, Pacific time.

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20547960
  
  I am rejecting this response because: I didn't receive an email from the business in the last 6 days and the current situation isn't resolved. I made sure to double check all areas where the email may have ended up and didn't find one from the business providing contact information. I am requesting that Nintendo should send me another email with contact information so that I can contact the business in order to resolve the situation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/12/2023

  An email was sent to the consumer, so we may speak with them about their situation. Sorry for the inconvenience, for some reason we did not get the message through our proper channels.  

• Initial Complaint

  Date:08/26/2023

  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.

  On the 16th of August i purchased three codes totaling in the amount of 60 dollars. When i went to redeem these codes, they were already used somehow. These were bought from the Official Nintendo seller on amazon so i contacted them and they told me to contact Nintendo to start a case id. When i talked to Nintendo they told me that the codes were activated by multiple different accounts and none of them were mine. They said they would send me an email to start a case but it never came, i sent multiple emails and still no response. I feel cheated out of my money, usually this never happens.

  Business Response

  Date: 09/06/2023

  We sent an email to ****** on 8/31 requesting they call us at the phone number referenced on the email, but have yet to receive a response. Should they wish to continue receiving assistance, they are welcome to call us 7 days a week (excluding major holidays) 6AM-7PM PST.

   

• Initial Complaint

  Date:08/21/2023

  Type:Sales and Advertising 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 08/21 I contacted the Nintendo customer support regarding downloading games on the new console I purchased per their suggestion. I owned a WII U and had 4 games 1)Super ********** 2) ***** 3) **************** and 4) Donkey Kong. I was seeking a code for each game since I paid well over $50 per game. I have been a Nintendo customer for many years and was truly disappointed that all of the money I spent on games for a console that is no longer supported could not be transferred to a new console.

  Business Response

  Date: 08/22/2023

  We have spoken to ************** and explained that that legacy games are not forward compatible, and that we are unable to offer repair or replacements for legacy products. We have documented and forwarded her feedback and we consider this matter resolved. If she has additional questions or concerns, she is welcome to call our *************************** at ************** between 6:00 am and 7:00 pm Pacific Time. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20503364
  
  I am rejecting this response because: I was advised by your staff to purchase a newer console and now I do not have access to the games that I originally purchased. Where is the Business integrity? Truly this is not the Nintendo way?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2023

  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.

  Order number - *********** I purchased a promotional product using points that I earned through previous purchases. In order to redeem those points, I had to spend $7.48 in shipping cost and 600 platinum points. I received a defective product, and needed to either exchange or be refunded for. It was broken out of the box. Nintendo promised me a prepaid shipping label via chat, a refund of my shipping costs, and a refund of my platinum points. I thought that was fair.When I did not receive my shipping label, I reached back out and was told that I would be responsible for return shipping and that Nintendo does not refund shipping costs. I am assuming I wouldn't receive my points back either.I am sad by Nintendo's inability to do the right thing and it appeared necessary to have a mediator, which is why I have reached out to the BBB for help. I gave Nintendo every opportunity to resolve this before submitting this complaint.

  Business Response

  Date: 08/22/2023

  We did contact the consumer and set up a replacement regarding their order. We emailed them on 8/15/2023, informing them of the replacement being sent to them. We have not heard anything back from the consumer. We have resolved the issue, 

  Customer Answer

  Date: 08/22/2023

   
  Better Business Bureau:
  
  I did receive the email. I have not received the item yet, but it's my belief it will hopefully be shipped and come soon. 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:07/26/2023

  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 paid for 2 games through the Nintendo online store via a Switch console. At the time there was only one switch in the family. We bought another switch in April. We are unable to play the games originally purchased on Switch number one if that Switch in use. It does not matter if a totally different game is being played. As long as the primary user is playing any game on the primary console, then no other user on any other console can play the game that they want to. I contacted Nintendo support through text chat and was told that they could transfer the games to the second account. But when it came time to do so I was told that they couldn't. This was after about an hour of back and forth I had to send a bunch of information. I contacted support over the phone recently and was told the same thing... That there is no solution.

  Business Response

  Date: 08/06/2023

  We did reach out to the consumer on 7/27 explaining how the game sharing works. It was explained by a supervisor. We've also documented their feedback. 

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20381848
  
  I am rejecting this response because: the system that Nintendo has setup is opaque for new users and doesn't explain the consequences of the default account setup options.  We still have games that we paid for that are extremely difficult to use.  I recommend that anyone new to the switch avoid the online store for game purchases and look to the secondary chip market instead as a source of affordable games.  This way you won't feel robbed by Nintendo and you can swap the chips in the community for other games when you get bored.  Don't pay them anything!  They don't deserve it.   
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/22/2023

  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.

  My ninetndo switch had an error code so I sent it into nintendo repair center and paid for a repair. I never received my switch back. I received a package with the joycons and the games I had sent in, but not the actual system. I called and asked what happened, and I was told my switch was delivered. It was not. When I asked to escalate the situation, I was told I am not able to do that. When I asked to open an investigation, I was told I was unable to request that as well.Then, the person I spoke with hung up on me (his name was ******) Now I don't have a system, and I am out the repair cost. This is unacceptable.

  Business Response

  Date: 07/23/2023

   Our internal team left notes about their investigation which the agent relayed back to the consumer. We will be reaching out to the consumer and discuss the situation further.
  

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20362339
  
  I am rejecting this response because: Nintendo reached out 5 days ago and said they would provide a replacement. I have not received a replacement yet. I reached out to Nintendo yesterday to get an update and they were not able to provide a tracking number or confirm that a new Switch Console was being processed and sent out. Nintendo assigned their support ID ********************* and 60441967.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2023

  Hello, 

  A supervisor from Nintendo has contacted ****************. The order and tracking number information was provided to **************** on Monday, July 31st. If **************** has any additional questions, please contact us via our online webform ( *******************************************************;)

  Customer Answer

  Date: 08/02/2023

   
  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:07/20/2023

  Type:Sales and Advertising 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.

  Hello I bought a game voucher from Nintendo where I could buy 2 games for a set price. The first game I bought worked fine, but the second game refused to work. As I had bought this before going out of the country for 2 weeks, I decided to call them after I came back. In doing so, I worked with an amazing representative named **** who worked on troubleshooting my problem for almost 2 hours, but to no avail. He did let me know that there usually is a grace ****** of 7 days for a refund but it was out of his control. I explained that I had proof of being out of the country and that we have tried everything to get this game to work so I asked if I could speak to a supervisor for this very unique situation, because I thought it would be fair. Once connected to the supervisor (name I forgot), they just seemed very dismissive and said she couldnt do anything. I feel like this is absurd as we had worked for 2 hours to fix the problem and I had a very justified reason as to not being able to request the refund earlier. I felt like Nintendo did not present efficient problem solving and I am disappointed. After this situation it would be useless to continue to purchase games from Nintendo directly anymore if this is how theyre going to treat their customers. All I requested was an exchange game voucher to receive a different game instead and was willing to remove the game from my account entirely just to make up for the shortcoming of the software but the supervisor did not want to even hear my concerns.

  Business Response

  Date: 07/23/2023

  The supervisor did speak with the consumer, they were asked to callback since the game was downloading. Once it had finished we would continue troubleshooting issue. The agent was clear that we want to make sure everything is working correctly. I've set up a callback so we can continue working with the consumer regarding their issue. We are willing to work with the consumer but they have not called us back. 
  
  

• Initial Complaint

  Date:07/19/2023

  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.

  On June 24th I ordered 2 Nintendo switches with 2 games and 2 SD cards for my girlfriend and I. When the ordered was placed I paid $20.00 extra for overnight shipping. The order was supposed to arrive on the 27th according to *** tracking number 1Z98476E0115327619 but I received an empty box not containing anything I ordered. Nintendo promised a refund after they completed an investigation, the representative stated the only reason I didn't receive a refund when I first called because the order was over $1,000. I am demanding my full refund of $1,151.35 for order ***********.

  Business Response

  Date: 08/10/2023

  Our records indicate that this matter has been resolved. If ************** has any additional questions or concerns, he may call our will call our *************************** at **************. We are open every day from 6 am to 7pm, PST.

  Customer Answer

  Date: 08/10/2023

   
  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,
  
  ***********************