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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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/18/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Im Really Really Really Mad At You Now Because I Put In A Work Oder A Week Ago And You Never Reply To Me Now Im Sick And Tired of This YOU ARE STILL REFUSING TO HELPE ME NOW AND YOU ARE STILL REFUSING TO SEND ME THE ***** TO MY Email Address SO I CAN LOG INTO MY NINTENDO ACCOUNT NOW I FAILED 5BBBS ON YOU NOW YOU ARE STILL REFUSING TO REPLY TO ME NOW.

      Business Response

      Date: 12/19/2022

      This dispute is duplicate of BBB #********. We reached out and thoroughly discussed the issue with *** on 12/07. We verified there are no issues or blocks on ***'s accounts or emails. It was verified and discussed there is nothing prohibiting *** from utilizing Nintendo products or services on our end and we've reached the extent of our ability to assist. We consider this matter closed. 

    • Initial Complaint

      Date:12/11/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Hi. Please refer to the Word document attached, as well as the supporting photos, for a complete detailed account of the ongoing issue between Nintendo.com and I. Thank you.

      Business Response

      Date: 12/22/2022

      We have been in contact with ************** and provided him with a resolution. We consider this matter closed.

    • Initial Complaint

      Date:12/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 just bought a new nintendo switch console and both new pokemon games ******* and Violet. Nintendo made it so that I can't play both games on both my nintendo switch consoles at the same time on the same nintendo account so that I can trade the specific games version exclusives. I bought both consoles and games but it will lock out the other switch when launching the other game on the other console, even though it isn't playing the same game on both consoles. I am trying to play the game ******* on one console and the game Violet on the other console but it will kick the other console off when the other different game is launched. How can this be advertised and sold as a portable handheld gaming console when you need a internet connection to even launch the games you bought and installed on it? I can't play these games on planes when traveling, even though they are downloaded onto my console, they will not launch without an internet connection.This is a class action lawsuit in the making and I can't fathom how nintendo as a company can't see this eventually coming. Pretty sure there are consumer protection laws that are supposed to stop this type of predatory practice.

      Business Response

      Date: 12/21/2022

      We contacted the consumer on December 11, 2022 and explained about Nintendo accounts. Provided an alternative resolution as well. 

      Customer Answer

      Date: 12/22/2022

       
      Complaint: 18556273

      I am rejecting this response because: They did not address the issue and avoided directly answering my questions when I clearly outlined the issue for my complaint, I even referenced Valve Steam who offer the same services and don't have any of these issues because they know that when you have an account that is used to buy multiple digital games you can them on multiple consoles though out your home as long as multiple instances of that one game isn't being used.  Nintendo actively makes it so that you are locked out of your other games that you bought and paid for on your account impossible to play on other consoles that you also bought and paid for even when the games are not even in use. 

      A good example is say you have two young kids and you have two of your old consoles with your account that has many games that you bought, Kid 1 want to play Game 1 on console 1, but kid 2 can't play game 2 on console 2 because nintendo locks console 2 out when it is detected that console 1 is playing any game.  This is unacceptable anti consumer practice and they refused to comment on that exact scenario

      Sincerely,

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

    • Initial Complaint

      Date:12/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 recieved a defective product purchased from Nintento an Amiibo order #***********. I recieved the Item and the box arrived crushed so I could no longer give as a gift. I called Nintento @************** So as I was on the phone for approx 15 minutes the agent who was setting up the return, got back on the line and hangs up and does not call me back. Second agent 25 minute call places me on hold as setting up return comes back on the line and says I have to pay to ship it back. I was transferred to a supervisor and another 30 minutes of my time was wasted. The supervisor ******* explains that he would make an exception and provide me with the shipping label, ok great. ******* puts me on hold gets back on the phone with me and says I have to pay for shipping that he mispoke. I lost my patience and got off the phone. Might be the worst customer service I ever dealt with. Totoally Unacceptable. Worst Company. I am ready to throw this item in the garbage and write it off as a loss. I bought in good faith and it is not my fault it is damaged.

      Business Response

      Date: 12/09/2022

      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 to document their feedback and clarify any additional detail they may be able to provide.

      Customer Answer

      Date: 12/14/2022

       
      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:12/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 are still Refusing to help me now They are Lying about My Nintendo Account Now I Told Them I Cant Login Now And Im getting NO EMAILS NOW FROM THEM NOW and They Told Me now YOUR Email Has A Problem Now. I THINK THEY HAVE A PROBLEM NOW AND THEY NEVER REPLIED TO ME NOW AND THEY ARE REFUSING TO HELP ME ANYMORE.

      Business Response

      Date: 12/15/2022

      We reached out and thoroughly discussed the issue with *** on 12/07. We verified there are no issues or blocks on ***'s accounts or emails. It was verified and discussed there is nothing prohibiting *** from utilizing Nintendo products or services on our end and we've reached the extent of our ability to assist. We consider this matter closed. 

    • Initial Complaint

      Date:11/27/2022

      Type:Product Issues
      Status:
      Answered
      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 has released an unfinished, broken game in the guise of a complete and polished AAA title. Technical issues this severe cannot be written off as minor glitches. The game, Pokmon ******** has been getting worse by the day. The game runs so slow now that it sometimes just freezes on a black screen before it can launch the game. The game frequently crashes and now even opening various menus causes severe frame rate drops and lag when you're lucky or crashes the system when not so lucky. I paid $65.69 for what they released under the promise of a complete game only to get something that plays poorly up to a point then it just stops working. Contacting Nintendo resolved nothing, only to be told they supposedly haven't received any complaints and that refunding eshop purchases isn't something they do. A simple internet search brings up pages of results for people complaining about how broken the game is at release and about how shady it is for them to have released it in this state. There is no way at all that no one knew about these major issues before the official release.

      Business Response

      Date: 12/10/2022

      We have asked to speak with ****************** directly to properly address his concerns. We have made multiple attempts to reach him, but have been unsuccessful.  The written feedback he provided via email has been documented and forwarded appropriately.  If he has any additional feedback or concerns, he he may contact us at the number provided in our email correspondence. We are available daily from 6:00AM to 7:00PM PST. 

    • Initial Complaint

      Date:11/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 motion controls on Nintendo Switch Sports is not very effective and requires better explanation to the player to enjoy this video game that you have created. This is an issue that affects how the player can play the game making it difficult to understand and ******** hope you can fix this issue.

      Business Response

      Date: 12/07/2022

      We contacted the consumer on November 27, 2022, but they have not responded. To further discuss the matter, they may reach out to the phone number provided in the email that they received on that date.

    • Initial Complaint

      Date:11/21/2022

      Type:Product Issues
      Status:
      Answered
      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 sent in my Nintendo switch for a repair with the original box. Everything was physically in brand new condition. I stayed if my system could not be repaired that I wanted my original system back with my original box. They stated that I would be text or emailed if my system could not be fixed. Neither was done. They sent me a different system back which apparently was a factory system. I called and spoke with a supervisor by the name of ******** whom was condescending. He basically explained that there was nothing that could be done.

      Business Response

      Date: 11/22/2022

      A supervisor from Nintendo's Consumer Support team spoke to ************************ on 11/21/2022, during which a resolution appears to have been met, and feedback as to their situation was routed to the appropriate parties. If the ************************ has any further questions or concerns, we would ask that they please reach out to the phone number provided in our previous correspondence, where a supervisor will be waiting to assist during normal business hours (6:00AM-7:00PM PST).

    • Initial Complaint

      Date:11/14/2022

      Type:Product Issues
      Status:
      Answered
      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 Never Reply to me now and They Are Still Refusing To Help Me Now I Called Them on ***** About #******-005518 About My ****** And I Asked them about what a Card is the ************************************************************************ A Answer and They Hung Up The Phone Now ME NOW.

      Business Response

      Date: 11/15/2022

      Nintendo Consumer Support has spoken to ************************** on numerous occasions in their previous BBB tickets for the same situation (Reference: #********, #********, and #********), all of which have been closed already. Our supervisors have explained to ************************** that Nintendo has resolved the situation to the extent of which we are able, and as such, would ask that they refer to their financial institution for any further assistance in the matter.

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 October 27th, I bought two items from the 3DS eShop: one DLC (Fire Emblem Fates Beach Brawl) and one game (****). They weren't working as properly stated (i.e., whenever I launched the game, it would only have a black screen and it would not be fixed whenever I soft-reset the system). I've already tried these steps given by support: restarting the console, checking if the ** Card was corrupted (it was not), updated software to latest version, checked for game updates (there were none), deleted and re-downloaded the software and finally, used the Nintendo 3DS Download Repair Tool. After hours of struggling, none of the solutions worked. I politely requested a refund but it was refused, even when I called up European support (**, to be specific). My main problem isn't the fact that my game isn't working--it's how Nintendo will not be understanding of incidents where the consumer is not at fault. In fact, I researched beforehand and never have I seen many complaints towards their refund policy (there have been exceptions, but most of the time, they won't budge). What they're doing violates the Consumer Rights Directive of Europe: it mentions that "The seller must refund the amount paid within 14 days of receipt of the cancellation request." Though it may be past the specified timeframe, under ** law, consumers must be given "a minimum 2-year guarantee (legal guarantee) as a protection against faulty goods, or goods that don't look or work as advertised". Is this what Nintendo will support and stand for? It's despicable how they can enforce such an illegal policy against its customers, especially those who are buying them as gifts, just for them not to work as intended. Thus, I've decided to escalate this further by putting it on the BBB website; I'm legally justified to request a refund as I didn't get what I expected and expect refunds for both purchases to compensate for all the unnecessary hassle I've had to experience for a simple request, please.

      Business Response

      Date: 11/09/2022

      Unfortunately Nintendo of America is unable to assist in this dispute- The account in question / dispute will need to be reviewed by Nintendo of Europe. Nintendo of America will consider this matter closed.

      Customer Answer

      Date: 11/09/2022

       
      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,

      T Ng

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