Business Profile

Wholesale Video Games

Nintendo of America Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

207 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

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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:03/31/2023
Type:Sales and Advertising 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.
Hello,I have been checking the Nintendo website for months to purchase the Nintendo Switch N64 Controller. It has been sold out. About 6 months ago, a batch was released and sold out within hours and I was unable to purchase the controller. Then, yesterday, Nintendo released another batch, and yet again it sold out within hours to online scalpers, and when I refreshed my browser that I literally check every day, I was again unable to purchase the controller. I've been paying for the online expansion pack so that I can play the N64 games, but I can't enjoy them to the fullest experience since I can't purchase this controller.
Business Response
Date: 03/31/2023
A supervisor from Nintendo's Consumer Support team spoke to **************** on 3/31/2023, during which feedback as to their situation was routed to the appropriate parties, and information on how to best ensure a successful purchase for the product in question was discussed. If **************** has any further questions or concerns, we would ask that they contact Nintendo's Consumer Support team at ************. Nintendo CS agents will be available to assist from 6AM-7PM PST, Monday through Sunday (excluding major holidays).
Customer Answer
Date: 03/31/2023

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:03/13/2023
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.
I am a lifelong Nintendo fan. The ***** franchise has been a major unifying power in the lives of my friends and family. I don't keep up much with social media but last night I saw one of the trailers for the upcoming feature film and it contained content which was incredibly disturbing and harmful. I suffer from chronic depression and anxiety and am under care of medical professionals to manage my symptoms. When I saw the scene of ****** pulling *****'s mustache hair it was incredibly triggering of periodic episodes of trichotillomania which is a compulsive rolling or pulling of hair. This condition is incredibly sensitive and to see the act played out on the big screen is very personally damaging; to myself and I am sure many others that are ashamed to speak up due to the nature of the condition. I was so disturbing that I found it difficult to sleep last night and now am incredibly distraught during work hours in contemplating how to navigate being unable to see this film with friends and family as well as being a support for those in my life that also have ******************* due to this neurological condition. I don't know if there was specific intent on this or if the potential harm of this animation was ever even discussed but there needs to be some accountability for this as I am sure beyond a shadow of a doubt that this film will cause a great deal of harm to an already marginalized people that suffer unspeakably in silence.
Business Response
Date: 03/23/2023
This feedback has been documented, as noted in our email correspondence sent on 3/23.
Initial Complaint
Date:03/07/2023
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.
I've been using my Nintendo Switch for quite some time. Very recently Nintendo pushed an update to the Switch that I thought, at first, had damaged my Switch. The NickName for my profile on my switch was based upon my name. After the update, my profile was reset to ???. All attempts to fix it had failed.I contacted their support chat and was informed basically that the switch blocks offensive terms, that I'm no longer allowed to use my name. After this, I did find mention online that Nintendo expanded censorship. I contacted Nintendo again, to find some resolution, but all that I can get is that they'll pass my feedback along and they confirmed that I am no longer allowed to use my name.This is 2023. We are supposed to be making great strides in the areas of diversity, equity, and inclusion. Arbitrarily preventing people from using their own legal names on their own consoles seems to be more a step backwards and telling someone that their name is offensive is extremely insulting.I would like for my name to be uncensored. If they can decide on a whim to add my name to a list, they can decide to remove it just as easily.There are other options for censorship. Why not classify the words and allow end-users to opt-in for censorship for different class words? If someone has a problem with my name, why punish me? Just give them the tools they need to no longer see it.
Business Response
Date: 03/10/2023
A supervisor from Nintendo's Consumer Support team spoke to ************** on 3/7/2023, during which feedback as to their situation was routed to the appropriate department for consideration. The agent explained our recommendations for a new nickname in compliance with our Code of ***************** Guidelines, which I have included for reference below. Additionally, the supervisor clarified that we do not recommend the use of any personally identifiable information in account nicknames, for a variety of reasons. If ************** has any further questions or concerns, they can speak to a supervisor by using the phone number provided in our previous email correspondence. An agent will be available during standard business hours (6:00AM-7:00PM PST, excluding major holidays).

As noted above, I have also included the link to Nintendo's Code of ***************** Guidelines here for review: *****************************************************
Customer Answer
Date: 03/10/2023
Complaint: 19549983

I am rejecting this response because: The response does not address the problem.

In the response, there was mention that it is not recommended to use any personally identifiable information in account nicknames, but as this is the profile nickname on a switch that is shared with family members who are already aware of my name, I'm not sure what the issue is. I know others that use their names as their nicknames on their own switches and so far they have not had their names censored. It seems that if this recommendation is something that Nintendo is wanting to enforce through censorship, they should apply it equally to everyone. Ignoring that it seems weird to try to censor people using their names on their own switches:
The majority of the time I use the switch is for offline play, but as I had pointed out in the call, the two games that I do rarely play online are Animal Crossing and Mario **** 8, neither of which seemed to use the nicknames the last I checked. Perhaps I'm missing something?

In reviewing the Code of Conduct that was shared in the response, I'm not finding anything that I am in violation of.

"Be kind and respectful"
This does not seem to apply. I understand that people can have wildly different backgrounds and have been tolerant of any differences that might arise. I respect and enjoy that the few times I do interact online, that it is with people from all over the world.

"Play by the rules"
This does not seem to apply to my situation, either.

"Keep your account to yourself"
I play my own account. My family members have their own accounts.

"Share thoughtfully"
I don't even share much at all.

The next couple parts sting a little.

"We're building this community together" / "Celebrate our shared passion for gaming"
"Again, please have fun! We can all enjoy the world of Nintendo and have the best time when we treat others with respect. Lets work together to ensure our Nintendo communities remain a fantastic place for all to feel welcome."
I believe in having "a community that is both welcoming and enduring" and have never done anything to harm the community. I would like to be welcomed into the community, as well. It's just hard to feel "welcomed" and treated "with respect" when Nintendo decides I can't even use my own name on my own switch. It also doesn't help that multiple people at Nintendo has decided that my name is offensive for some reason.

Sincerely,

*******************
Initial Complaint
Date:03/02/2023
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.
On March 8th I purchased a Nintendo switch of 2022 it was under warranty for a year my game system went blank on February 15th I contacted Nintendo and sent in my game console and it was received on Tuesday February 21st. I was told on the 27th of February 2023 that my switch was fixed and it was going to be sent back to me on March 6th. Today March 2nd I received the email saying my repair was on hold due to payment that was needed. I called in and spoke to a supervisor named ***** reference number 230-302-003-067 who explained to me that she had no details on why my switch needed to be repaired or why it was no longer covered under warranty and payment was required. I also spoke to ****** who is a supervisor reference number ************** who stated that my switch was sent to a third party who I contacted which also told me to contact Nintendo back because no one had details to why my switch needed to be repaired or what they were replacing I was just told that I needed to pay to get it back.
Business Response
Date: 03/03/2023
Our repair process includes a standard warranty evaluation upon receipt. Two of our supervisors spoke to Mr. and *************** on 3/2/23. They both explained the findings of the warranty evaluation. They provided the available options and the general turn-around time to proceed with the repair. I can confirm that we have received and documented the consumer's feedback about the repair process that they expressed during these contacts. I can also confirm that their repair is currently in process and we consider this matter resolved.
Initial Complaint
Date:02/23/2023
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.
Horrible service
Business Response
Date: 02/25/2023
After reviewing our records for the provided email address, it doesn't appear that ************ has ever spoken to Nintendo's Consumer Support team as of yet. As such, a supervisor from Nintendo of America's Consumer Support team will be reaching out to ************ within the next 48 hours with the hope of coming to a resolution in this matter, as well as to document their feedback and clarify any additional details they may be able to provide.
Initial Complaint
Date:02/17/2023
Type:Customer Service 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 purchase a WII U game, *************** 8, the cd unfortunately isn't working due to scratches. I contact Nintendo customer service and was advised they no longer support the cd repairs for WII U and that I would have to purchase the download code. I am basically being charged twice for this Nintendo product. They failed to ensure that CD customers would be compensated since they no longer offer repairs.
Business Response
Date: 02/21/2023
************** was in contact with Nintendo ******** Services representative and a resolution was reached on 2/21. We consider the matter closed.
Customer Answer
Date: 02/22/2023

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:02/09/2023
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.
My son's Nintendo Switch Lite was sent to Nintendo for repair which he paid $104. and some change. On 12/8/2022 *** delivered a box from Nintendo only there was nothing in the box except my son's SIM card. I called Nintendo with my repair reference # and spoke to ***** who originally told me that the Switch Lite would be replaced and I would receive the replacement in 14 days. Contacted Nintendo again on 12/27/2022 because we till have not received the replaced Switch Lite. This time I spoke to ******** (1st) and ******* (2nd) and provided the reference number to both of them. ******** transferred me to ******* (CS Tier 3) and still no resolution to this replacement. Called on 12/29/2022 and spoke to ****** (CS Tier 3) who wanted to know where I purchased the Switch Lite from and if I had the receipt. ****** also told me that Nintendo would need to file a *** claim first before any resolution was given by Nintendo. On 12/30/2022 *** claim to my house and examined the box that was shipped from Nintendo (the original box with the labels on was shown to the *** person. On 2/9/2023 I looked up the *** tracking number to see that the *** claim has been closed and Nintendo still has not contacted me regarding the replacement Switch Lite or the refund for the repair. Also on 2/9/2023, I logged into LinkedIn and sent a personal message to CEO ********************* regarding this who repair debacle. I have NEVER had this much trouble with Nintendo EVER! They have soured me on the company as a whole. And what's so bad about it is I am unable to speak to a supervisor (which I can't be certain is an actual supervisor). Nintendo just needs to send my son the replace Switch Lite and refund our repair money and just eat the cost for it. All of this is Nintendo's fault because what Nintendo's repair department is trying to do is blame *** for the missing Switch Lite and that's just not the case. When I received the *** box,THE BOX HAD NOT BEEN TAMPERED. REFUND AND REPLACEMENT IS WHAT I WANT
Business Response
Date: 02/25/2023
A Consumer Support supervisor from Nintendo of America will be reaching out to the consumer within the next 48 hours, in an attempt to gather additional information which is required to work towards a resolution. If they are unable to pick up at the time, we would encourage them to call back in using the direct phone number and reference number provided in our most recent email correspondence, which was sent to their inbox on 2/23/2023. This information will also be left in a voicemail, if the agent is unable to reach them at the time of the call attempt.
Initial Complaint
Date:02/08/2023
Type:Customer Service 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 attempted to contact Nintendo regarding a message I received stating my account had been suspended due to violation of my account agreement. I called and spoke to their customer support (ticket #: ************** and spoke with a person named *****. He stated there was a dispute regarding a charge on the account, and I informed him that I had not disputed any charges and that it had been over a year since we used the account, however we have 6 Nintendo devices that my special needs son is strongly desiring to play again and that I needed to do whatever I could to allow him to use the devices and games we purchased. ***** stated he would need the last for #'s of the card used and the **** number for the dispute transaction, and I restated there has never been a dispute and that only 3 cards would have been used and he restated the same statement account ****. I offered to read the last 4 digits of all 3 cards to drill down, and he said he could not let me do that. I said then how do I address this, and he offered to speak to a supervisor. I was transferred to his supervisor who was a female, and she stated the same statement he did and when I offered to read the last 4 digits of all 3 cards, she also stated she could not let me do that. I then stated that if they will not allow me to address a dispute that never occurred, and they would not let me use the devices we have paid for, then I need them to let me know what steps I need to go through to get somehow reimbursed for the 6 devices and all of the software I have paid for to Nintendo. At this point the supervisor said "You have a good night" and she hung up on me. As is legal in my state, I recorded the majority of that conversation.
Business Response
Date: 02/25/2023
A supervisor from Nintendo Consumer Support attempted reaching out to ************************** on 2/21/2023, however were unable to get a hold of them. As such, a voicemail was left with a direct number to call back in to our supervisor line, as well as a reference number to connect them to their specific incident notes. An email containing this information was also sent on the same day. We would ask that the consumer please reach back out at their earliest convenience, so that we can continue to work toward a resolution in this matter. An agent will be available to assist from 6AM to 7PM PST, Monday through Sunday (excluding major holidays).
Customer Answer
Date: 02/28/2023

Complaint: 19370539

I am rejecting this response as it currently stands. I received an email communication from Nintendo and I contacted the supervisor at the number they provided. I confirmed all of the details that they currently already had recorded in their system, which included that I did not initiate any dispute with Nintendo and that my financial institutions did not have any record of a dispute with Nintendo. I informed them that if I needed to pay something to allow my special needs child to access the account he desperately is requesting to, then I asked them to tell me what that amount would be so we could move forward. The supervisor stated he could not offer that option. I asked if there was any way to at least reset the parental controls code on my son's devices so that he could access the titles we had purchased from vendors other than Nintendo, and he stated he could not offer than option. After again confirming all of the information they already had, he stated he would have to send this to their 'back office' to determine what other options might be available. The supervisor did state that the way my previous call was handled was inappropriate and that the analyst and the initial supervisor did not follow the protocols they have in place. The supervisor I spoke to on this call was professional and polite, however no new information was obtained from either side and the issue was once again left unaddressed with no attempted resolution or anticipated paths to resolution.

Sincerely,

***************************************
************
Business Response
Date: 03/07/2023
A supervisor spoke with ************************** on March 6, 2023 and outlined what would be needed in order for us to resolve the matter. We are unable to proceed to a resolution unless we receive this information. The case will remain open for a period of time so that they may contact us at the phone number previously provided when they have the information available to continue with the next steps in the process.
Customer Answer
Date: 03/13/2023

Complaint: 19370539

I am rejecting this response because:
This is the 3rd call I have had with a supervisor from Nintendo, and the result seems to be the same each time with no reasonable alternative. To sum up the issue: After almost 2 years of not logging into any Nintendo online account (time lapse was due to a restriction on devices during a period where my special needs son had challenges regulating so we took a break from those devices). With the high number of small, recurring charges we have I had no reason to believe the account was not continuing to bill each month. When we recently tried again, I was unable to logon and when contacting support they said there was a dispute made on my account in 2021 and that without the dispute ID number they could not allow me to unlock my Nintendo devices. I informed them I have never disputed anything with Nintendo, and that I have went through all of my accounts (some are limited to 18 month history search) and that there are no disputes and I asked for more information. They refuse to provide me anything more. When other options I have to unlock the parental controls on the >$1,000 worth of Nintendo devices we have, they said there are no other options until the dispute ID is provided. They have become very dismissive and unbelievably rude (stonewalling) when I ask very honest, open questions and point out that I cannot provide a dispute ID for a dispute that has never occurred. Their response most recently is that they cannot help until I provide more information (even though I have made it clear that I have not disputed any charges and I have exhausted all avenues in verifying that). They will not provide any evidence or justification for not allowing us to access hardware and software we own that was purchased prior to having an online Nintendo account. Those devices and software function without any dependency on an Nintendo online account (had we not had an online account, they would have been able to continue using them without issue).

Essentially,Nintendo is holding our hardware and software devices hostage and will not provide any avenue for us to regain use of those devices. They will not even fabricate a monetary amount they are requiring to use them again. I confirmed with them that there has been no fraud (which they originally claimed) and it appears they have no accountability for they way they treat their customers (please refer to the attached, transcribed discussion of the most recent call at which point the supervisor once against hangs up on me after saying I wish you a bad rest of your day). Anyone who listens to the calls will be shocked at the passive-aggressive manner in which they make it clear that they dont have to take any action and that they are aware that it is impossible to meet their demands.

My hope is that the BBB has some leverage to push this above the supervisors (which I feel have no accountability or oversight) since I am confident that once any level of leadership with integrity becomes aware of this situation that they will intervene with reasonable alternatives. My only other option is to pursue litigation which I am prepared to do to help others avoid what we have experienced.

Thank you
*********************************

Sincerely,

*************************************
Business Response
Date: 03/23/2023
A supervisor from Nintendo's Consumer Support team attempted multiple outbound calls to try to get in touch with **************************. As we have not heard back from them at the time of this response, we have also sent an email correspondence containing the phone number and reference ID to provide when calling. We would ask that Mr. ****************;please contact us back at the provided support number (during our business hours of 6AM -7PM PST, Monday through Sunday), where a supervisor will be available to assist further.
Initial Complaint
Date:01/22/2023
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.
Cannot reset password for online account as the username and birthdate info I entered does not work
Business Response
Date: 02/02/2023
A supervisor from Nintendo's Consumer Support team spoke to **************** on 1/23/23, and a resolution appears to have been met. If **************** has any further questions or concerns, they are welcome to contact Nintendo of America's Consumer Support team at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.
Customer Answer
Date: 02/02/2023

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:01/21/2023
Type:Customer Service 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.
My Switch was stolen and Nintendo was unable to restore my saved game data from the cloud, unable to provide me with the stolen Switch's device location for the San **** ****************** and unable to provide me with an SD card because the device storage is full (so I can't download the purchased games on my new device).
Business Response
Date: 02/01/2023
We were about to get in touch with the consumer and assist them. Last time we spoke with them was on 1/27/2023.
Customer Answer
Date: 02/01/2023

Complaint: 18875621

I am rejecting this response because: The Nintendo Switch is still in repair, the device location was not yet provided, and the Cloud backup of the game data has not yet been restored.

Sincerely,

*****************************
Business Response
Date: 02/22/2023
This matter was processed according to our standard procedures, and we consider the 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: 02/25/2023

Complaint: 18875621

I am rejecting this response because: the Switch doesn't appear repaired (memory is full after one game), device location wasn't provided to SJPD.

Sincerely,

*****************************
Business Response
Date: 03/07/2023
This matter was processed according to our standard procedures (official tech/repair evaluation), we have offered suggestions to the consumer on alternative solutions for storage, and have reached the extent of our ability to further assist. We consider the 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: 03/09/2023

Complaint: 18875621

I am rejecting this response because:

Sincerely,

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

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Nintendo of America Inc is NOT a BBB Accredited Business.