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 New York

  10 Rockefeller Plz New York, NY 10020-1903

• 

  Nintendo of America Inc

  PO Box 957 Redmond, WA 98073-0957

• 

  Nintendo of Canada

  150 2925 Virtual Way Vancouver, BC V5M 4X5

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:05/31/2023

  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.

  I am a member of the Nintendo rewards program and I was saving my gold points for a DLC purchase through the Nintendo Shop. Unfortunately I was unable to make the purchase because my system was having issues. When I could access the content again I discovered I no longer had enough gold coins to pay for the item. I spoke with Nintendo support and they offered a way to recoup some coins by registering my physical games, but the time to register them had expired. I was disappointed to see my hard earned points go to waste and no resolution given or explanation as to why they expired. I am hoping that I can retroactively recoup some of what was lost and in the future be given appropriate notice when monetary rewards expire.

  Business Response

  Date: 06/11/2023

  We reached out to on 6/1 to further discuss this issue, but have not heard back from *****. We are happy to further assist, should they call in to **************** with the number and reference number noted on the email sent. Our reps are available for assistance 7 days a week (excluding major holidays) 6AM - 7PM, PST.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20128286
  
  I am rejecting this response because: When I spoke with the technical support team at nintendo and they did not provide a solution for my reimbursing my gold coins. I notified them I **** be contacting the BBB about this because I found it unfair to remove them from my account after I had been saving up for a specific purchase. There was no response or acknowledgment to this statement.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/21/2023

  Nintendo Consumer Support ********************* attempted to reach ************** on 6/21, however received no answer and their voicemail was full. As previously stated, an email attempt to continue the conversation was sent on 6/1/23, however ************** rejected this without reaching back to support as requested. They have only spoken to Chat support, which offers limited support in contrast to our phone support team, and had reached the extent of which they were able to provide for such a matter. We are happy to continue the conversation in the hope of educating ************** as to the details on how the MyNintendo gold point system, as well as looking into any possible resolutions that phone support *** have available. In order to move this conversation forward, we ask that they please reach back out to our supervisor team via phone number using the phone number/reference ID contained in the email communication sent this evening, 6/21/23.
  
  In the event they are unable or choose not to do so, we have included the following URL from Nintendo's Support website for their convenience, as it illustrates how MyNintendo gold point expiration works:
  
  ****************************************************************************************************************************************************************************************************************************.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20128286
  
  I am rejecting this response because: the resource provided had already been shared on the part of Nintendo. I am aware of the policy of gold coins expiring, however the reason I am filing this complaint is because my Nintendo Switch system malfunctioned through no fault of my own. During the time I had to purchase a new controller to properly utilize the switch system, my coins had expired. I am asking to be refunded for that time, I hope this clarifies the issue at hand because Nintendo support was unable to assist in the problem or acknowledge the problem existed, I had asked it to be escalated but the same web page resource was shared.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/11/2023

  We have asked the consumer to contact us, an email was sent on 6/21 asking them to contact us directly. Prior to that we asked them to reply to our email so we can call them. We are not able to reach them via phone so we can discuss their issue. Another email will be sent asking them to contact us. We need to speak with them directly. 

• Initial Complaint

  Date:05/29/2023

  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 is violating the consumer's right to be informed by not warning about joy-con drift before people buy their products. they also have a clause in their end user license agreement that prevents consumers from suing.

  Business Response

  Date: 05/30/2023

  We've asked the consumer to contact us regarding their issue to further assist them. We will be waiting for their contact and continue from there. 

• Initial Complaint

  Date:05/22/2023

  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.

  I placed a digital transaction with my credit card, ending in ****, for $20.00 (USD) to be added to my Nintendo eShop balance. Recently Nintendo decided to close this digital marketplace (eShop) and there is a remaining balance on my account.I want my current balance refunded since there is no more items to buy. NINTENDO iD Orangeimposter

  Business Response

  Date: 05/23/2023

  We spoke with ****** on 5/22 and discussed the options available. As they've declined these options, we have reached the extent of our ability to further assist and no additional action will be taken. Should they wish to proceed in the options discussed, a ******** Service agent is available to walk them through the steps again if needed 7 days a week 6AM - 7PM PST.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20091330
  
  I am rejecting this response because:

   

  i requested a refund for the balance and they will not refund or allow the funds to be used. These options they dont explain are useless unless someone invests hundreds of dollars on more of their products. This is extortion. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/13/2023

  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.

  Christmas 2019, I bought a Nintendo Switch Lite. Christmas 2020, sent it for repairs due to multiple issues. Q4 of 2022, I sent my Switch Lite in for repairs. Weeks later on Purolator the service Nintendo used to deliver it back to me, said it had been delivered. Checked it wasn't there, checked my mailbox. Contacted Nintendo, they said it was delivered to my old address I no longer lived it. Then contacted *********, they said it was delivered to my current apartment, but without signature REQUESTED BY THE SHIPPER/Nintendo, meaning they just left it at my door in an hallway, anyone could've taken it, they didn't knock on the door or I didn't have to give them my signature.. Then contacted Nintendo, they were persistent it was sent to my old address, called them a 2nd time in the week they admitted it was delivered to my current address. After multiple other calls, they relented and said they would send me a new Switch Lite, free of charge. Week later I called them, gave them my info again and they said it was on its way. For weeks I waited, called them and the lady said to wait and check my door for the week. Did that, but nothing there. Called again, the new lady with extreme attitude, said they didn't ship it to me, that it was my fault I didn't get it, and other excuses for Nintendo's clear carelessness with something that I treasured, and PAID for. I called the next day, and the guy on the phone was much nicer but he said he couldn't do anything, and it would gladly send it to me if he could, but couldn't. So basically an month of my time was wasted, and you guys gave me nothing besides 2 months of stress, the 2nd month of lying to me about it being shipped. Please all I want is just a new switch lite or other model, whatever just compensation by replacement of my old console lost by you guys, in some form.

  Business Response

  Date: 05/14/2023

  We were able to get a hold of the consumer. Let them know of the outcome of the investigation, we will not be able to assist them with a replacement. They accepted the answer. 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20055401
  
  I am rejecting this response because: It is not just. Please. You guys requested no signature, and no photo, and I didn't know of it till after the fact. Why do I have to babysit your team that handles that, its just obvious you need a signature when delivering to an apartment. Do you not value me as a customer? I've been a huge ********************** fan for ever since I was baby. I had the Gamecube, SNES, N64, Wii, DS, 3DS etc etc. Shouldn't you take proactive actions to make sure the valuable items your customer receive, they actually recieve.
  
  
  Please. It takes nothing out of your pocket to do this. Its the right thing to do. It happened because of you. Requesting no signature and photo, specifically for a delivery of a valuable of my time. Hours, and hours of phone calls for nothing. 4 months for nothing.
  
  You tell me contact police. Tell me, what are they gon do? I did the first time, nothing. Why? Cause they can't, and won't waste time looking for a package they don't even know that was delivered. This wouldn't have to happen if you requested a signature and picture, a couple more words. Just please.
  
  Please, send me a new one, or other model, whatever.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They promise people a pre-order bonus when you order the game and they take 120 per orders and only send 80 bonus

  Business Response

  Date: 05/13/2023

  We spoke to ****************** and explained that this was a retailer sponsored promotion and the items were available only while supplies lasted. We have documented and forwarded his feedback regarding this promotion. If he has any additional questions or concerns he may want to contact the retailer directly. He may also call our *************************** at **************. We are open every day from 6 am to 7pm, PST.

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20053219
  
  I am rejecting this response because:I want the pre order gift 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  Nintendo is not a sponsor of this promotion. For any questions or issues, refer to GameStop. They will need to contact them. As mentioned before we have documented their feedback. 

  Customer Answer

  Date: 05/17/2023

  gamestop said it nintendo and when I order he promise me the pre order gift saying nintendo usually sent enough 
  Complaint: 20053219
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/17/2023

  As previously stated, the pre-order bonus item was a GameStop exclusive item which was advertised by the retailer as available only while supplies lasted. As such, we will need to refer ****************** to the retailer's corporate support. We have provided the *** for convenience:
  
  *********************************
  
  Additionally, we have made sure to document their feedback to be forwarded to the relevant parties for careful consideration, however we are unable to provide further assistance as Nintendo was not an official sponsor for this pre-order bonus.

  Customer Answer

  Date: 05/18/2023

  well gamestop promise me nintendo would send enough maybe they should get in touch with gamestop
  Complaint: 20053219
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  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.

  Banned my V1 Nintendo switch for no reason. Customer support rep said it's due to "illegal modification" but that is impossible due to the fact my switch isn't modified in any way, shape, or form. From what I have gathered from other V1 switch owners is that they are purposely banning V1 Nintendo Switch consoles because they can be illegally modified.

  Business Response

  Date: 05/12/2023

  A Nintendo of America Consumer Support supervisor spoke to the consumer on 5/12/2023. During this conversation, the supervisor informed the consumer that the system in question was used in a manner which violated our Terms of Service due to an instance or instances of illegal modifications, cheating, and/or piracy which occurred on the device. The supervisor explained that these bans are not placed lightly, and are permanent due to the nature of the infraction committed. As the Terms of Service policy was violated, we are unable to assist in this matter. 

• Initial Complaint

  Date:05/02/2023

  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.

  The Nintendo e shop routed my mobile device to a faulty qr code which compromised my debit card and credit card. Nintendo initially credited my account with $20 then took it back claiming it was my fault even though their e store provide the faulty qr code that scammed me. I had to close 2 accounts due to negligence and spend hours of my time on the phone with Nintendo "customer service supervisors" who attempted to blame me for everything, even after their own customer service team admitted it was an issue on their end and credited my account $20. This is the worst experience I have ever had with a company.

  Business Response

  Date: 05/03/2023

  We will reach out to the consumer. We have all their information to review the incident and proceed accordingly. 

• Initial Complaint

  Date:05/02/2023

  Type:Billing 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 have a Nintendo Switch and bought a Nintendo Switch Online membership last year. I was not informed that this would automatically renew and automatically charge my card. On May 1, ******************************** the amount of approximately $54 and attempted to reach out to Nintendo support but it was past business hours when the charge was made. On May 2, 2023 I reached out to Nintendo to explain that this charge was more than I could budget for at this time, that I did not intend to renew, nor was I informed of this charge prior to it being made. I was told that they could escalate it but the policy is no refunds. This process feels predatory in that they are charging consumers without informing them and then not allowing them to get a refund. I am requesting a refund of my $54 charge, and a credit for future use for my troubles.

  Business Response

  Date: 05/03/2023

  Following our policies and procedures we did refund the consumer on 5/2/2023. Since it was through PayPal they should have received a communication from PayPal. 

  Customer Answer

  Date: 05/03/2023

   
  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:04/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of this occured today, 4/20/23. I am simply trying to get a game which is free added to my account's supervised ********************** account library. It is not my main account it is a supervised account. The game is called Warframe and it is rated Mature. My issue is that the Nintendo E-Shop will not even allow the child to look at the listing despite me being the one who should be deciding what content is appropriate. While I know the customer support did their best to help me, their supervision and parental control systems are absolutely overcomplicated for no reason. This should be as simple as me getting an email, text message, or even going into their company's Parental Control app and approving a game the child wants. I spoke with 4 people today, 2 were supervisors. One of the supervisors told me there was a way around it, she said she would email me instructions as to how to get around the e-shop's blocked pages using the parental control app. They never arrived. The 2nd supervisor told me I was misinformed. That the only solution was to put my account on her device. This is ridiculous because that takes up more space on the device and eventually we would have to upgrade the storage because of it. I have spent hundreds of dollars on these systems and the digital and physical games combined. The email associated with my account is ************************ and supervised account is under the name Ireland. I would like for this to be resolved with my supervised account simply having the free to play game Warframe added to its library, though this is the bare minimum considering my parental supervision app in which the account has no restrictions. It should be exactly that. I have given that account no restrictions, so it should have full access to view and purchase whatever it would like.

  Business Response

  Date: 04/21/2023

  A supervisor from Nintendo's Consumer Support team called ************** on 4/21/2023, during which methods of allowing their child to play a Mature rated title were discussed, and the details and potential concerns and/or restrictions were outlined. Additionally, the supervisor made sure that Ms. ****** feedback was routed to the appropriate departments for thoughtful consideration. If ************** has any further questions, concerns, or feedback to provide, we would encourage them to reach out to Nintendo of America's Consumer Support team at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday (excluding major holidays).

• Initial Complaint

  Date:04/13/2023

  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.

  The store page for Validate (****************************************************************************************************) is fraudulent: the developer said this is Volume 1 of 3, but nowhere on the store page or title does it mention that. Customers are being misled by buying a product (thinking it's a full game) when it clearly isn't. The developer on ******* even said that it is "clear" that it's only volume 1 of 3. Please change or remove this store page for fraud!

  Business Response

  Date: 04/24/2023

  We reached out to **** via phone as well as email on 4/14/23, but was unable to reach them and have yet to receive a response or call back from them. We'd like to further discuss this issue and are available to do so 7 days a week, 6AM - 7PM PST (excluding holidays) at the phone number listed in the email sent.