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:07/16/2023

  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.

  Hello, I recently purchased a Nintendo E-shop online card at Target and was told after contacting Nintendo that their systems were experiencing technical problems for at least 2 days. I made this purchase in Target ***** **. The sale of the item charged me with another Nintendo item named ****** (20 dollar game for my son to enjoy) I got home excited to load the membership I paid for and was astonished when the error code 813-9258 appeared stating to check back later or check your internet connection. I did multiple times before contacting support via Phone call to ************** . Spoke with a customer service agent and stated the problem, things started well, and was told the matinence on their systems. I have been redirected three times as of writing this statement looking for a manager to speak to about the resolution. The company agent suggested I file a complaint with their online site and I figured this would be more legitimate of a situation where I purchased an item and was not received! I have the code verification as well. I am a long time supporter of companies I put money into. This will make me not support their devices or business going forward. Thank you for your time. -Navy Veteran

  Business Response

  Date: 07/17/2023

  We spoke with Collin on 07/16 and determined they were experiencing two separate issues. One with general maintenance for the online network and the other with the code itself (as the code was flagged as not activated from the retailer). In attempts to get them up and running as quickly as possible, the agent and supervisor ****** spoke with opted to simply add the membership to their account but required proof of purchase (a receipt showing they purchased the code from Target) & an image of the non-activated card emailed to our ********************** As ****** did not wish to send the email in for further assistance, we were unable to resolve the issue at that time. Should they wish to proceed in getting assistance, they are welcome to reach back out to Nintendo of America's ********************** to complete the email process, or return to the retailer to resolve the non-activated status of the membership card. 

• Initial Complaint

  Date:07/12/2023

  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.

  Joy con controller is 3 months old and already failed talked to support and they tell me I'm gonna have to send in for repair and wait several months and my sons switch just can't be used until the controllers are sent back. This is ridiculous support has confirmed the controller has failed.

  Business Response

  Date: 07/13/2023

  A repair order is on our system for the consumer. A supervisor did speak with the consumer on 7/12. They did inform them about our usual turn around time which is 2-3 weeks. This is our regular procedure when setting up repairs. It will not take several months for them to get their ******* controller back. The supervisor did change the outbound shipping to Overnight so they can obtain their ******* controller sooner. 

• Initial Complaint

  Date:07/04/2023

  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.

  Bought a Nintendo Switch in July of 2022 on Amazon. A few weeks ago, it stopped charging the battery. This is the third Switch we've had with this issue. The first two were out of warranty, this newest one is still under warranty. Sent it off to them to have it repaired and we were told that it wasn't covered due to physical damage, which is funny because my son had been extremely careful with it due to the issues of the previous two.The first guy I spoke to couldn't tell me exactly what the physical damage was, so he sent me to someone else. The second guy, initially, couldn't tell me either. Eventually, he told me that there is a s**** inside that won't tighten. He said that this is physical damage despite the fact that the console has never been opened up since we bought it. I've been fixing cars for 23 years and know full well that screws do not become stripped on their own. They're either lying, or whoever was trying to repair it stripped the s**** out themselves, if there is, in fact, a stripped s**** It's also interesting that even before sending the console in, their website estimated that the repair cost would be $140 with the only description of the failure at that time being "will not charge". Guess how much they're asking to have it repaired? Yep, $140. Super convenient that they knew how much it would cost to repair before even having it in their possession. It's almost as if they know of the common component failures that cause this issue and replace all of them at once, even though the second guy claimed to have never heard of this issue before. A quick ****** search shows that, unless it was his first day in the job, he's a liar. Many different sources show that charging IC chips, resistors, capacitors and even the charging ports are all common failures. These are hardware failures, not physical damage. Having had three of these now with the same issue, I cannot accept that this is anything other than a bad product. I want it repaired/replaced.

  Business Response

  Date: 07/14/2023

  Hello,

  A Supervisor from Nintendo spoke with **************** on Thursday, July 6th (07/06/2023 11:38 AM), and the situation was resolved. 

• Initial Complaint

  Date:07/02/2023

  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.

  Nintendo closed their EShop for their 3DS system in March. I have an available balance of $4.07 in my 3DS eshop account. ********************** refuses to refund my money insisting that I sign up for another Nintendo account & transfer my funds. Or purchase a Nintendo Switch and use my balance on the switch. I have no use for anything Nintendo except the. 3DS. In this is unacceptable. Nintendo needs to make their customers whole and not demand us to sigh up or purchase other Nintendo products.

  Business Response

  Date: 07/03/2023

  We spoke with Theron on 7/2 and explained while it is impossible to use the remaining balance of $4.07 to purchase anything on the 3DS eShop due to the eShop being closed, their funds can still be utilized by linking their Nintendo Network ID to a ********************** Account and merging the wallets. This will allow the balance to be used to purchase download titles, DLC, content passes, and other items similar for Nintendo Switch. While ******** held a small balance since 2017, there have been multiple public announcements and warnings regarding the eShop closure in recent years. As of 5/23/2022, it was no longer possible to use a credit card to add funds to the Nintendo eShop for Nintendo 3DS systems and about a year later (as of 5/27/2023) it was no longer possible to make purchases. While it is unfortunate Theron did not utilize the remaining $4.07 within the year, we are unable to reopen to eShop for them to utilize the balance on a 3DS title. We are happy to assist ***** in creating a Nintendo Account and merge the wallets so they can use the funds at a later time on a different platform, however in the interim we've reached the extent of our ability to assist regarding the use of funds on the 3DS eShop.

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20265935
  
  I am rejecting this response because:
  They refuse to refund my money but instead want me to sign up for a Nintendo account and purchase a switch to use my money. I have no other Nintendo products hand will never buy another product from them. They are thrives. All they have to do is send me a darn check for $4.07 and the issue would be solved. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/13/2023

  As we facilitated with Theron on 7/2, it is not possible to process a refund or credit for a transaction that is 6.5 years old. While we understand there may be frustrations surrounding the inability to utilize any remaining balances on the closed eShop, there had been warnings of such closure which allowed time for consumers to utilize their balances prior to the eShop closure. It is no longer possible to purchase content from the 3DS eShop and we have reached the extent of our ability to assist in the specific outcome requested by Theron.

  Again, should they wish to proceed in utilizing the remaining $4.07 on a different platform at a later time, we are more than happy to assist in ensuring they can do so. 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20265935
  
  I am rejecting this response because:
  I am filing Theft charges against Nintendo as recommended by the State attorney General. As Nintendo is responsible to refund any left over funds to the customer either by crediting back to the customers debit or credit card or by check. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/01/2023

  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 the Fire Emblem Heroes app provided slow, absolutely lackluster customer service, taking nearly a week to respond to simple questions, refusing to provide any meaningful resolution for issues with app access, lying about the source of app access, denying any option for compensation over missed time on the app, and refusing to clarify whether the support team was internal or third party. I'd welcome more info on whether this was an external team so I can redirect my complaint accordingly, but otherwise I'd like a full refund of my premium subscription for the month the issues occurred, due not only to missed time but to the continued time I had to spend tracking down the support inbox and going back and forth with incompetent support team members.

  Business Response

  Date: 08/02/2023

  A supervisor from Nintendo reached out to **************** on Wednesday, July 12th. During this contact, the supervisor explained how to route complaints through the app's in game support channels.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20263550
  
  I am rejecting this response because it does not address the material issue, which included the lack of support and support functionality through the in-app channels. The Nintendo support team member claimed app support was a separate company entirely but also claimed they were unable to identify the company. I explained, without any indication of who I could reach out to after being stonewalled by app support and without knowing what this supposed external company was, the issue would remain unresolved. The support team member then ended the conversation abruptly without any indication of possible follow up, and I have not gotten any additional communication or remuneration from the company since.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/02/2023

  Hello, 

  We consider this matter resolved.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20263550
  
  Nothing was addressed. Please consider any further statements to be immaterial given no new action has been taken. I will file a separate complaint over the inconvenience of having to file answers to frivolous responses if this continues. Thanks!

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

  Customer Answer

  Date: 08/11/2023

  No refund has been provided, nor has Nintendo clarified the vendor that provides the customer service which warranted the complaint.

  Customer Answer

  Date: 09/17/2023

  Hi, this complaint is marked as having the issues addressed when I provided details on how they were not addressed. Can this claim be edited to accurately reflect the situation?

  Business Response

  Date: 09/25/2023

  Our teams have spoken with this consumer multiple times to relay the channels available to request assistance or provide feedback. We have reached the extent of our ability to assist and no further action can be taken. 

  Customer Answer

  Date: 10/02/2023

  Team only contacted me once and did not provide a refund. **************** rep all but hung up on me when he didnt have answers to my questions on whether Fire Emblem support team was in-house or separately hired. To the extent of their ability is a misrepresentation, so the business did not provide reasonable attempt at remuneration. If the support team is a separate company they could literally provide that info and I would direct the complaint to that other company instead, yet they have stonewalled and refused to do anything of value. Calling me once does not constitute an attempted resolution.

  Customer Answer

  Date: 10/09/2023

  I responded to the latest status a week ago. Why is it now closed due to my inaction?

• Initial Complaint

  Date:06/26/2023

  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 returned a defective mug twice, paying $29.55 in shipping costs. I have sent two requests for refund of shipping costs and have not received payment.

  Business Response

  Date: 07/07/2023

  We have attempted to contact **************** via phone and email but we have not been able to reach him to discuss this issue. We would be happy to assist him. He may contact us directly at the number provided in our email dated June 28. A supervisor is available to accept his call daily from 6:00AM to 7:00PM PST. 
  
  

• Initial Complaint

  Date:06/23/2023

  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.

  Nintendo not honoring their warranty and charging for repairs on their faulty product. (Repair# ******** ). I recently sent my kid's Nintendo Switch to be repaired. The console stopped reading the games( so the games cannot be played) but other than that turns on and functions. From my research, this seems to be a very common problem for this console however when I sent it to Nintendo to be repaired under warranty they claimed a component was "broken" on the inside that was not covered under warranty. This is not the case as the unit has no damage (including water damage ). They then demanded I pay over $80 for a repair and they did not specify what was broken or needed repairing. I contacted their customer service team and was given a vague answer about what needed to be replaced. They stated that either I pay the fee or they would return the unit to me un-repaired. I refused to pay for a repair that should be covered under warranty as the product was not damaged but defective . I elected that they send the console back. Upon receiving the unit back I opened it and found that nothing was broken inside. I believe they are passing on the cost to repair their product onto me despite the unit being under warranty. Further, because there is no damage to the unit I believe they are committing fraud to make extra money from unsuspecting consumers.

  Business Response

  Date: 07/03/2023

  We reached out to ******* via phone on 06/23 as well as sent an email, but was unable to reach them and have yet to receive a response back. We'd be happy to further discuss this issue should they wish to speak to a supervisor. If additional assistance is still needed or we wish to further discuss this topic, a supervisor (reachable at the phone number within the email sent 6/23) would be happy to further assist. 

• Initial Complaint

  Date:06/22/2023

  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.

  I purchased a Nintendo Switch OLED system on April 28th through Amazon. A few days before the return window the switch started to display a solid orange light on the screen. We called Amazon for an exchange but we were told Nintendo handles all console repairs and exchanges for their products and I was directed to contact them about my clearly defective switch unit. We didn't need a refund, we just wanted an exchange for a unit that works. I called the Nintendo service center twice because this orange light has kept happening. Both times Nintendo service agents told me that IT WAS ABSOLUTELY NOTHING TO WORRY ABOUT AND MY OLED SWITCH DOES NOT NEED TO BE EXCHANGED OR REPAIRED. Of course I was very unhappy with their attitude. This made us pass the return window on Amazon and now not even a refund was applicable all because Nintendo refuses. I Googled the orange screen troubleshooting articles and it turns out EVEN ON THE NINTENDO WEBSITE it states IF YOUR NINTENDO SWITCH DISPLAYS A SOLID COLOR ON SCREEN YOUR DEVICE NEEDS TO BE REPAIRED. Solid color screens indicate hardware failure. I'm not sure what Nintendo and their service agents are trying to avoid but they definitely do not want to take responsibility for their defective hardware. The screen keeps displaying the solid orange screen at random times but according to Nintendo there is nothing to worry about. This company needs to be shaken back into shape. They're getting too comfortable with pushing people away from their warranty claims to avoid having to pay for your replacement. Anything they can do to get out of it they will. That's Nintendo. Even if your switch device breaks ********************** will do what ever it is takes to repair your broken unit and send it back to you with more possible issues instead of replacing it with a new condition working oled. This is kind of business practice needs to stop. Oh wait, actually what they'll do is for you to call them after your warranty expired and tell you it's too late.

  Business Response

  Date: 06/23/2023

  A supervisor from Nintendo's Consumer Support team reached out and spoke to ****************** on 6/23/2023, during which a resolution appears to have been met. If the consumer has any further questions or concerns, they can reach back out to the support phone number they were given in said contact, where a supervisor will be waiting to assist during normal business hours (6:00AM-7:00PM PST, excluding major holidays).

  Customer Answer

  Date: 06/23/2023

   
  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.

   

  I would also like to point out without mentioning names the Nintendo supervisor who spoke to me on the phone went above and beyond to resolve my issue. So much so that I was willing to put everything behind me and continue to use Nintendo products. Thank you BBB for helping find a resolution and thank you Nintendo or complying with my request. 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:06/22/2023

  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.

  Order #:73006373053 Placed on:May 1, 2023, 6:49:24 PM Payment : #***.50 Order was never delivered and informing Nintendo CS happened right away , I been through chat ,emails and they asked to me to call them which I did and I spoke with a supervisor called ***** and verified all needed information and he promised me with a refund and till now I did not get my refund at all ******

  Business Response

  Date: 06/22/2023

  An email communication was sent to **************** on Monday, June 12th, requesting that they please call us on the provided supervisor Support line, so the matter could be discussed further. We would ask that **************** please reach back out at their earliest convenience.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20220433
  
  I am rejecting this response because:

  I already spoke with ***** from Nintendo on June 2nd arround 9 am ( he identified himself as a superviosr ) and during our phone call he went through confirming all the needed details and he confirmed with me again if I still didnot get my package and I confirmed that ; he promised therefore to escalate the matter and issue a refund for that purchase and asked me to wait for an email from them confirming my refund with 3-4 business days.

  Everytime I email nintendo or chat with them it is just a robotic message ( plz call our customer service ) which i did alrday and sepnd more than enough time going through details and explaining exactly what happened.

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

  Business Response

  Date: 06/27/2023

  We have asked the consumer to contact us, an email was sent again for them to contact us. The email was sent on 6/12. The consumer would only like us to communicate via email which is not something we can do to address their issue. We did attempt to call the consumer with the phone number they provided, unfortunately we are unable to reach them. No refund was promised and we did let them know the issue will be investigated. Waiting for the consumer to contact us. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20220433
  
  I am rejecting this response because:i already called Nintendo customer seevice before upin their request aftee exchanging few emails with them and through the phone call I explained and confirmed already non recieving of the package.

  The reason I asked to keep me posted via emial is my limited time working in Medical field ( night shift ) though i tries to call their CS again on Jul 04th with no success.

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

  Business Response

  Date: 07/17/2023

  We spoke with ************************* on 7/10 and facilitated the findings of the investigation. We consider this dispute now closed, as no further action will be taken. 

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20220433
  
  I am rejecting this response because:

  Nintendo didnot sort out the problem and even though I contacted them by phone couple of times upon their request , exchanged emails , even explaines to them what happened as well but they still didnot offer any remedy regardingbwhat happened ..that package was never delivered to me and tbey still holding my money for an item whixh never been recieved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/02/2023

  Hello, 

  We consider this matter resolved.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20220433
  
  I am rejecting this response because:

  Nintendo did not resolve that matter , I called upon their request and emailed  and chat but no action taken and by checking with *** there was never a claim filed for that undelivered package. 

  The business did not show any genuinely to help with what happened 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2023

  The investigation on Nintendo's end has concluded and it has been determined, based on the findings of the investigation, we are unfortunately unable to send a replacement / we reached the extent of our ability to assist in this matter. This was explained to ****** as of on July 10,2023 and no further action will be taken.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20220433
  
  I am rejecting this response because:

  Firstly , the business did not take any initiative to recover the lost package with UPS.

  Secondly , the business claimed in the beginning that I am chatting and emailing them and asked for a phone call to their customer service to sort out that matter ( well I did 3 phone calls to Nintendo which in both they verified all needed information's )

  Thirdly , I am not paying for a product I never received and i got zero support from the business.

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

• Initial Complaint

  Date:06/17/2023

  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.

  We bought a Nintendo Switch for my 9 year old for Christmas. We bought her several games for Christmas and she used her birthday money to purchase some, as well. However, she went to use her Switch and her account was shut down. After countless phone calls it was said that she bought Animal Crossing with her prepaid **** gift card and because Nintendo feels it is fraud they will not allow her to log onto her games that she PAID for. They offered a solution that she create a new account, but she would lose all of the game she bought with her birthday money. This is just another example of a big company taking advantage of the little guy. In this case a little girl. A little girl who can no longer use her Christmas present over corporate greed.

  Business Response

  Date: 06/28/2023

  Our records indicate that this matter has been resolved. If there are any additional questions or concerns, ******************** may contact our Consumer Support team at ************, where an agent will be ready to assist from 6AM-7PM PST, Monday through Sunday.