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:01/20/2023

  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.

  Mid November 2022 we sent our Nintendo Switch in for a "simple" warranty fix. I followed all the instructions given and drove an hour away to drop it off at a requested *** drop off. November 25th I got an email from them saying that our Switch was being shipped back to us and we should see it in 10 business days and they gave us a repair tracking number for the Nintendo website as well as a *** tracking number. Early January I tried the tracking numbers to see where in transit they were only to see that both of the tracking numbers they sent us still say "awaiting pick up by ***" so they hadn't even shipped it yet. First contact with them was via their text chat on January 3, 2023 and they said they would look into it and get back to me. A few days later I received an email asking me to call their custom support number and the male representative I talked to was incredibly rude and kept telling me that my husband must have picked it up and just hasn't told me no less than 6 times. He also told me that they sent out a new console instead of repairing ours and that someone logged into it with our personal information (it was NOT US). Since then we've had numerous calls back and forth, some pleasent and telling us they will try to get it sorted and they will replace it and then often the same day someone else would call and accuse us of being liars and that we have had it the whole time. They refuse to communicate via email to have documentation since the initial one telling me to contact them to sort it out. As of today, January 20, 2023 at 2:33 p.m. both of the tracking numbers we have from Nintendo and *** still say that our parcel only has a had shipping label created and that it hasn't actually been picked up and shipped out. They showed zero concern that someone accessed our personal accounts and continue to be rude and harass my husband over the phone about being liars, despite us showing screen shots and screen recordings of us using the tracking numbers.

  Business Response

  Date: 01/23/2023

  The information has been thoroughly reviewed. Due to specific account activity on the console in reference, we are unable to provide a replacement. We have provided as much information as possible regarding this situation and consider this matter closed, per our standard process. 

• Initial Complaint

  Date:01/18/2023

  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.

  After running into a battery issue with my ******** I made a call at ~9:30 PM EST to customer support, inquiring about the free repair service. I was told by my representative, whose name I believe was ****, that I would like to have the information emailed to me on how to set up a repair. The representative said yes, asked for my email, *confirmed my email*, and told me that the information would be sent, then hung up. 5 minutes later, no email. I go to see what's up... customer service is closed! I was blown off by the representative and told I was getting service, and never got my service.It instead took an entire hour of fuddling with their garbage website before realizing that the ******* repair website the automated bot is so proud about, now redirects to the main support page with no explanation. It then took an extra 15 minutes to find that the website I was looking for was hidden within their contact information. As an avid Nintendo fan and customer since well into the early ****s, I'm severely disappointed in the misdirection, false advertising, and the audacity of the representative to tell me I was getting the service I requested and then not provide said service.

  Business Response

  Date: 01/19/2023

  A Consumer Support supervisor from Nintendo of America will be reaching out within the next 48 hours in an attempt to come to a resolution in this matter, as well as to document feedback and clarify any additional details on our repair process. 

  Customer Answer

  Date: 01/19/2023

   
  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:01/16/2023

  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.

  I purchased ***************** Stars , I am very unhappy with the game. There is no fairness to it, but no way to get a refund for it and stuck with a 60$ game that I hate.

  Business Response

  Date: 01/27/2023

  A supervisor from Nintendo's Consumer Support team spoke to ****************** on 1/17/2023, during which a resolution appears to have been met. If ****************** has any further questions or concerns, we would encourage them to contact Nintendo of America's Consumer Support team at ************, where an agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.

• Initial Complaint

  Date:01/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order *********** on 12/31/2022 for a Nintendo Switch OLED and it shows as delivered on 1/4/2023 but I never received my order. I tried contacting customer service multiple times to resolve this issue but I continue to get transfered to different departments and told that someone would contact me. This is very frustrating and at this point I would just like my money back for this item I NEVER received.

  Business Response

  Date: 01/13/2023

  A Consumer Support supervisor from Nintendo of America will be reaching out to ************** within the next 48 hours in an attempt to come to a resolution in this matter, as well as document feedback and clarify the turnaround times for *** trace investigations.

• Initial Complaint

  Date:01/06/2023

  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 bought a Nintendo Switch Console a week or two after release date (March 3rd, 2017) for above market value because they were out of stock (roughly 600$) Within the last month after letting My friends son borrow it for a camping trip, I received the console back, and went to play a game online (presumably Super ********** 3) when I attempted to go online I got an error message saying the console was no longer allowed online. After a lengthy and confusing conversation with Nintendo it's my understanding that somehow my friends son or one of his friends hacked the Nintendo somehow and that's why this Nintendo console is no longer banned. Nintendo said this is fine because I have another newer one I can play. This is unacceptable, I didn't break the terms of service and I don't see any physical or what Nintendo tells me is possible digital modifications to the Nintendo. Everything I can see on the Nintendo is stuff that I purchased! I don't know how it's possible that "No one at Nintendo of America can help me" because an underage child broke the terms of service, in a way that... As a consumer is not transparent to me. If it's not something I can benefit from. Nintendo either need to pay me my original purchase price for the console, as I paid for it and paid government sales tax for it, it's my rightful property to use within the terms of service to the best of my knowledge. Or send me a new game console that can replace this one. They said I can still use it offline but that literally makes me not able to play super ********** 3 that I pay 120$/year for the family plan to play. It REQUIRES INTERNET CONNECTION which Nintendo is no longer allowing me to do, because I was being a "good neighbor" and giving a kid a fun game to play. I didn't know that kid was going to outsmart Nintendo and hack into their system. This is Nintendo's problem, it's anti consumer to ban MY console, MY PROPERTY when it's not even in my possession! I deserve my console back, or a new one!

  Business Response

  Date: 01/07/2023

  A Nintendo of America Consumer Support supervisor spoke to ***************************************** on 12/12/2022. During this conversation, it was determined that the system in their possession was used in a manner which violated the Nintendo Account Terms of Service. As our policy was violated, we are unable to assist further in this matter.

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18696440
  
  I am rejecting this response because: As stated in my complaint to the BBB the terms of service were not violated by me the consumer I borrowed the Nintendo to a child, and that child violated the terms of service before returning it to me. So why are you unable to see that this was clearly a mistake and misunderstanding, your ripping me off 500$ this is actually consumer hate, your basically telling me that I can't trust other human beings anymore if I want to own a Nintendo product, that's insane. Give me a refund I don't want your console anymore, and while we're at it why don't we talk about cancelling my Nintendo family subscription that I pay 120$/a year for since I can't use it on my Nintendo anymore. While we're at it why don't you refund me for my Nintendo switch OLED, while we're at it why don't you refund me for all my digital purchases that I made on your console. While we're at it don't even TRY to sell me a new Nintendo in the next year or two. Your representative said that Nintendo of America doesn't even have the ability to determine console bans that's left in the hands of Nintendo of *****, so then why are you even selling your consoles in America if ***** is the only one that can help customers in a America? Do ******** consumers not have friends to borrow their consoles to? Do ******** consumers not matter like American consumers usually do in terms of the BBB. I really hope your BBB consumer rating takes a hit. You don't deserve to be rated good by the BBB. BBB stands for better business bureau and when a business can't unreprimand a consumer for an accident that occured with their device while the device wasn't under their supervision. Your a bad business not a better business. Reach out to Nintendo of ***** and ask if I can borrow a Nintendo from them for my two months old who will now never know the joy of a Nintendo product since they can't understand that I didn't hack their Nintendo, a child did that was borrowing my property, and when I got the Nintendo back there was no evidence of this. Except that you no longer let the Nintendo go online. What the.
  
  Sincerely,
  
  ****************************************************

• Initial Complaint

  Date:01/03/2023

  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 needed to reset my password on my sons switch. I have 3 Nintendo switches, because they keep just stop working. 1 of the 3 are left working, will not buy any more. But I needed to change the password and website wasnt working. I chatted with the company and gave them the information. And they told me where the Nickname for the account was and I gave it to them. They told me it was wrong, I gave them his birthdate and they said it was wrong. They sent me an email to give them an inquiry codeI have that to them and then they wanted a transaction ID number from the last purchase I made on there. My bank didnt have that, but I gave them the month and year of purchase made and they said thats not correct. So now Im stuck with a device I cant use because I cannot sign in to it.

  Business Response

  Date: 01/04/2023

  We were able to assist the consumer on 01/03/2022 at 9:49am. Changes were made to the account for them to access their account information settings.  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 Nintendo switch games for my children back in November for their Birthday. 3 Weeks after having the game my daughters screen went black while playing the game which seemed like a game malfunction. Since the game came with a warranty I shipped the game back to be repaired. I received an email from the company saying that they found a crack in the game system which was not on the game before I shipped this item so because of the damage the warranty doesnt cover the game. I asked if they could provide proof of this crack as I wasnt aware of any damage to the system not to mention I also bought a whole protection kit with a case a screen protector for the game that I had to detach before shipping the switch back so its hard to believe a crack got on the system. They couldnt provide proof. So I asked the agent to have the technicians contact me to explain whats going on with the system because I shouldnt have to pay another $100 to repair a defective game. The game wasnt dropped and then the screen went out. The screen went out during play. So the representative explained that they will put my repair on hold until the technician contacts me to figure out how we can resolve getting this game fixed. Then just before Christmas the game arrived back at home without a technician or manager contacting me. They sent me no proof or information of the damage that allegedly happened. I would like my daughters Nintendo switch to be repaired as under the warranty.

  Business Response

  Date: 01/13/2023

  A supervisor from Nintendo's Consumer Support team spoke to ************** on 1/3/2023, during which a resolution appears to have been met. If the consumer has any further questions or concerns, they can reach out on the phone number provided in our previous email correspondence, where a supervisor will be waiting to assist during normal business hours (6:00AM-7:00PM PST).

• Initial Complaint

  Date:01/02/2023

  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.

  On 11-26-2022 we ordered a single Nintendo switch lite video game in yellow on the Nintendo website and were charged three times at $211.99 each for a total of $635.97. We reached out to Nintendo support and after several transfers we reached ****************, who indicated he was a supervisor. ****** indicated he would work on the issue and one of the charges was reversed. We received an email indicating they could not reverse the 2nd charge duplicate charge because "your order has already entered the shipping process..." We were still overcharged by $211.99 for an order we never made. We actually only received confirmation of having made one order. Because Nintendo refused to assist further, we notified our bank of the duplicate charge, and they reversed it.Nintendo retaliated by suspending our account and blocked our access to games we had purchased online over the years. Ultimately we received two packages from Nintendo and we contacted them to get a shipping label to return the unordered device. ********************** refused to pay for shipping to remedy their own error, and they continue to deny us access to our old games and account. We still have the unopened unordered game, ready to return to Nintendo at their expense.

  Business Response

  Date: 01/13/2023

  ****************************** situation has been reviewed by our supervisor team, and it appears that a resolution has been met. If they have any further questions or concerns which they feel were not addressed, we would encourage them to reach back out to our Consumer Support team at ************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST).

  Customer Answer

  Date: 01/13/2023

   
  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. While Nintendo still refused to pay for shipping, *** agreed to bear the cost. At least Nintendo reinstated account access.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/28/2022

  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.

  During the 2021/2022 year, Nintendo via HackerOne was formally informed of CVE-2022-*****, known as ENLNetworkPwn. This vulnerability targets the NetworkBuffer class in the net code used by Nintendo products.Nintendo patched every game affected by this issue, save for two: Splatoon, and Mario **** 8.These two games are significant because not only is nintendo still supporting the online play of these games, but their Switch counterparts have been patched, which means, the work of devising a patch has already been done.For context as to why I suspect foul play, Nintendo patched *************** 7, an admirable decision, but given that this game has an older codebase than *************** 8, it feels like the decision not to patch Splatoon and Mario **** 8 is arbitrary or some foul play is happening.I understand fully that companies have the right to not patch or do anything. However, given that now players are being warned from joining Splatoon and Mario **** 8 online rooms, and Nintendo patching even older games, it feels as if Nintendo is being negligent towards these games due to their relatively low sales.And because the two affected games share the same components as their switch counterpart, it would be trivial to patch. By trivial, I mean literally one can use a git command to apply the changes, and the game could be fixed in a matter of minutes.Considering how little resources are required to fix this is, the payoff to resolving this issue (avoiding players having their consoles hacked by simply randomly being assigned an opponent who is a hacker/attacker) should outweigh the resources required (should be a git command).The reluctance of Nintendo to trivially patch such a severe issue on a product that is still being officially supported warrants a complaint.

  Business Response

  Date: 12/29/2022

  A Consumer Support supervisor from Nintendo of America will be reaching out to ************** within the next 48 hours in an attempt to document their feedback and clarify any additional details they may be able to provide.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18653923
  
  I am rejecting this response because:
  No response has actually been given by the company. I think BBB sent the notice stating that Nintendo responded when they did not.
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/11/2023

  This security issue is too urgent to ignore and even the person who called me agreed that Nintendo should do something about this.

  Business Response

  Date: 02/21/2023

  ****************** feedback was forwarded to the relevant departments. There is no further information that Nintendo consumer services can provide. We consider this matter closed.

• Initial Complaint

  Date:12/22/2022

  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 recently purchased my son a brand new switch over the summer that cost over $300. I have bought several of these same systems and every one of them has had some problems. This time when it started malfunctioning I decided to take advantage of the warranty that is still valid. I called Nintendo and describe the issues to them and was told to send it in to be repaired at no cost to me. A few weeks later it says its delivered to Nintendo. A few days later I get a text message saying that it will cost me $117 to fix with no details as to why, when again, I was told that I was under warranty and that it will cost me nothing. I called them and they tell me that theres physical damage to the switch so I have to pay for it to be repaired. Now again, this switch belongs to a four year old so of course I had a screen protector and a case on it in case he drops it but he takes very good care of it. There is no extreme physical damage to that switch at all only to the screen protector which was still on there when I sent it in. So now its either I pay or they send it back to me unrepaired. Looking at reviews I see they do this often and now I feel like that was just an excuse to make money instead so that they wouldnt have to honor the warranty. As much money as *** spent on these systems and their games Im livid. If there was that much damage I wouldnt have even sent it in because I would have known it was malfunctioning from being dropped but its always had a case on it and a screen protector. The issues Im having are the same issues that Ive had with the other 3 switches that Ive purchased but those issues didnt start happening until the warranty had expired. I have always had the same issues with the joy cons not connecting anymore and the battery saying that its charging when its not. I dont have anymore money to put into the system especially right before Christmas and now my son is heartbroken because he no longer has his Nintendo switch.

  Business Response

  Date: 12/23/2022

  A supervisor from Nintendo of America's Consumer Support team will be reaching out to **************** within the next 48 hours in an attempt to come to a resolution in this matter, as well as to document their feedback and clarify any additional details that they may be able to provide in regard to the situation.