Business Profile

Wholesale Video Games

Nintendo of America Inc

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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.

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.

Initial Complaint
Date:11/06/2022
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.
As of today, November 6th, 2022, beginning at 7:37 PM CST, I contacted nintendo switch online support. The agent, *****, was inattentive, could not understand a quarter of what I said, and was very, very slow, at the end of the day, he wanted me to format my SD (memory card) and then send back my Nintendo switch to their company. He could not understand how I did not want to pay for a box, and they fully expected me to pay for a box so that Nintendo could check whether or not my Switch console even had an issue. So we ended up wasting 45+ minutes of my time, and solved absolutely nothing. All I wanted was a refund for the game sudden deep, and it devolved into this entire return the console deal. I asked for a supervisor, at which point I was directed to call a number. Thats a further waste of time. Nintendo is pushing out software without beta testing it on their system and have consistently released games that are incompatible with the system (5 so far in my experience). Nintendo used to be a reputable company. How do you want to settle this?
Business Response
Date: 11/17/2022
A supervisor from Nintendo's Consumer Support team reached out to **************** on 11/7/2022, during which troubleshooting was conducted, and the consumer was asked to follow up if the issue persisted. As we have not heard back from them at the time of this response, we can only presume that the issue has been resolved. If **************** is still encountering an issue, we would ask that they 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.
Customer Answer
Date: 11/17/2022

Complaint: 18366902

I am rejecting this response because:

I am still short on time and will call within the next week. I will keep this ticket open until we can solve this issue fully. I do apologize for my tardiness, but please recognize I am working a full-time, 10hr/day job. We will be in contact, and once we solve this issue, I will gladly close this complaint.

Sincerely,

***************************
Initial Complaint
Date:10/21/2022
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.
Hi, We are trying to reach someone from nintendo to help us with unreadable number/code from Nintendo eshop card. I've been trying to contact help services since August 2022 with no luck. I would like someone from Nintendo to resolve the issue we have or get us our money back. Thank you.
Business Response
Date: 10/21/2022
While we do see records of previous contacts from this consumer, most of these are dating back to April and earlier, and were involving an entirely separate issue. Since then, we see a few contacts made in October where the consumer attempted contacting our Chat/SMS Support Team, who referred them to call in to our phone Consumer Support team. From what we can see from our records, this call does not appear to have occurred. In the future, we would ask that the consumer attempt calling our Consumer Support team at ************, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST, Monday through Sunday). As it seems the consumer has been experiencing this issue for some time, we would like to help them reach a resolution as quickly as possible. For the purpose of expediting the resolution, we are gong to have a supervisor reach out shortly at the number provided. We appreciate their patience in this matter.
Customer Answer
Date: 10/21/2022

Complaint: 18294009

I am rejecting this response because: this is a proof that I was trying to reach out Nintendo since August and I'm going in circles.
I will surely try to use 800 number nintendo suggested with hope that I will finally get a resolution and actually will speak with a live agent and not bot or answering machine. Thank you.

Sincerely,

***********************
Business Response
Date: 10/26/2022
A supervisor from Nintendo's Consumer Support team had reached out to the consumer on 10/21/2022, however received their voicemail box. The consumer then called back in at the suggested number, where an agent resolved the matter by utilizing our standard support process for the particular issue. If the consumer has any further questions or concerns moving forward, we would encourage them to reach out to the provided Consumer Support phone number, where an agent will be waiting to assist during normal business hours (6:00AM-7:00PM PST).
Customer Answer
Date: 10/27/2022

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:10/17/2022
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.
Purchased a game voucher in 2019. Initial order confirmation did not explain that the voucher needed to be used within 365 days of order. To my understanding giftcards and vouchers purchased in ********** are not allowed to expire for at least 5 years. Gift cards with cash value are never allowed to expire. I contacted Nintendo regarding this matter and was told nothing could be done.
Business Response
Date: 10/19/2022
A supervisor from Nintendo's Consumer Support team spoke to the consumer on 10/18/2022, during which a resolution appears to have been met. If the consumer 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: 10/19/2022

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.

Nintendo's supervisor staff were incredibly helpful. Thank you.
Sincerely,

***************
Initial Complaint
Date:10/13/2022
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.
To Whom It May ********** issue stems from the purchase of Xenoblade Chronicles 3 Special Edition on 6/30/2022 for $97.75 off of Nintendo's store. My Special Edition arrived was sent on 9/29/2022 and finally arrived on 10/5/2022. The outer box of the Special Edition arrived damaged and within minutes I had reached out to Nintendo customer support via text message support (Communication attached below).During the chat with customer support I submitted pictures of the damage and was informed by ******* (customer support agent) of the following: "HERE IS WHAT WE CAN DO ABOUT THIS FOR YOU - YOU CAN RETURN THE DAMAGED ORDER TO US, AND ONCE WE RECEIVE IT, WE WILL EXCHANGE IT FOR ANOTHER ONE. WE WILL SEND YOU AN ***** WITH AN *** (RETURN MATERIALS AUTHORIZATION) AND INSTRUCTIONS YOU CAN USE TO RETURN THE ORIGINAL ORDER. THE ***** WILL INCLUDE ALL INFO***TION FOR PACKING AND SENDING THE **** BACK TO US. WHICH ***** SHOULD WE SEND THE *** TO?" I provided the agent with my email address and waited for the return email which never came. After waiting 6 days (2 were on the weekend and 1 was a Holiday) I reached back out again to the customer service chat. This time I was informed to call. I called today (10/13/2022) and was informed that Nintendo could not honor the exchange agreed because there was no more supply, and my only recourse was to either send back the game in order to be refunded or to keep it damaged. Apparently, Nintendo believes it is a suitable business practice to agree to an exchange, and not honor it. To show how disjointed this corporation is, see also attached an email I received yesterday (10/12/2022) advertising the Special Edition for sale. Imagine my surprise hearing today that there are none available to exchange.However, the most egregious offense in this entire transaction is, if I never bothered to reach out yesterday for an update, Nintendo would have been fine NEVER making the attempt to make me whole in this transaction.
Business Response
Date: 10/14/2022
A supervisor from Nintendo's Consumer Support team spoke to ****************** on 10/14/2023, during which a resolution appears to have been met, and feedback pertaining to their situation was routed as appropriate. If the consumer 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: 10/14/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The resolution proposed was the company will send me the replacement. I was provided a rough ETA of about 1 week when the company should receive a replacement, but the agent I spoke with wasn't 100% sure if they would have the product in their hands within that time (which is understandable). So long as I get the exchange I find that this resolution is satisfactory to me and I appreciate the company's attempt at making me whole.

Sincerely,

***************************
Customer Answer
Date: 12/07/2022

Complaint: 18210601

I am rejecting this response because:

After not hearing from Nintendo for about about a month, I contacted them via their phone # on November 16, 2022. I was told that the case was still open and that the agent would escalate this issue because it had taken so long since the last communication. Within the next day, an email was received that the replacement had been sent out. Today, November 21, 2022, I received my "pristine" replacement box, however, this replacement was in WORSE condition than the prior. (see photos attached).

When I contacted Nintendo again, they provide me with a new case # ******-005150, and told me they would restart the return process. I was told I have to pay for new shipping materials to return the damaged replacement box back to them and they would send me a new replacement. I asked them to please send the replacement in an actual box and not a bubbled mailer.

Within an hour after that prior call, I received an email to call back and talked with another manager that apologized for the confusion and wanted clarification. I informed him of the entire issue and it seems there was a disconnect in information on their end. The manager apologized once again, updated the case# and set it to priority. This manager I spoke with should receive a promotion because even he understood why I was going to the length in trying to get a product that was not damaged.

On December 2, 2022 I received the 2nd replacement. This box was also damaged and I immediately sent the pictures back to the Corporation. I received an email on December 5, 2022 asking to call the company back. Today December 7, 2022 I reached out to the corporation and was informed they would not send any replacement and they can not help me.

This entire process was painful, tiresome, and fruitless, but was eye-opening at how little a company I have supported since I was 5 years was not able to accomplish the simple task at send a cardboard box (None of which I can even purchase on the aftermarket).

Attached below are the "pristine" replacement boxes Nintendo promised. As much as the company would like to blame the transit of these boxes, there was clear damage done prior to being shipped out.

I wanted to reach to the BBB and inform them that no item to standard the company promised was obtained & the company was not able to acomplish their part of the resolution.

Sincerely.

*************************;

Business Response
Date: 01/10/2023
Action has been taken to resolve this issue and we consider this matter closed as of 12/12/22. Should they have additional questions or concerns, they are welcome to reach out to Nintendo of America's **********************
Customer Answer
Date: 01/18/2023

Complaint: 18210601

I am rejecting this response.

To correct the business' statement, half-heart measures were take in an attempt to resolve this matter.

To reiterate the issue, the company has failed to deliver a replacement box that was not damaged. In both instances the replacement boxes were infact in worse off condition then the original item received which was previously recognized by the company as eligible for a replacement. (Pictures can be furnished upon request as I still have both replacement boxes and the original). The fact that the company believes they have fulfilled their end of the resolution is a joke and adds insult to injury.

Sincerely,

***************************
Business Response
Date: 01/27/2023
As noted in our previous response, Nintendo Consumer Support spoke to ****************** and action was taken to resolve this matter. While we understand that ****************** feels this was not sufficient, our Consumer Support has reached the extent of what they were able to provide in this matter, and the case has been considered resolved and closed since 12/12/22. As always, ****************** is encouraged to reach out to Nintendo Consumer Support if they have any further undocumented feedback and/or questions.
Customer Answer
Date: 02/03/2023

Complaint: 18210601

I am rejecting this response because:

Attached to this response are the images of the "actions taken to resolve this matter". Nintendo failed to uphold their end of the agreement. Nintendo sold damaged goods for full price without the recourse of replace the damaged good. Nintendo obnoxiously encourages to reach out to their customer support knowing they will do nothing more but continue to ignore their agreed upon resolution. Once again I ask for a replacement box for the product I paid for that isnt damaged!

Sincerely,

***************************
Business Response
Date: 02/28/2023
A supervisor from Nintendo Consumer Support spoke to ****************** on 12/12/2022. During this contact, the supervisor reiterated that we are not able to provide an additional replacement box for the physical version of Xenoblade Chronicles 3 Special Edition.
Customer Answer
Date: 03/06/2023

Complaint: 18210601

As Nintendo clearly admits in their prior message, the company was not able to uphold their end of the resolution. Thus contradicting their prior statements of feeling this was resolved.

Sincerely,

***************************
Initial Complaint
Date:10/12/2022
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.
Been a gta player and fan for years, however. Its become pay to play game. I attempt to play the game only to be continuesly be killed almost at log in. No chance to advance at all game play is unfair and I request a refund for game an any ingame purchases due to false advertising and failure to maintain there game.
Business Response
Date: 10/22/2022
Nintendo Consumer Support attempted reaching out to the consumer on 10/12/2022, and sent an email with an incident number and phone number to call our supervisor department to have their issue looked into and feedback routed. We wanted to clarify that the game franchise which they are referring to is one which Nintendo does not publish or develop. Furthermore, there were a few more details which seem to indicate that they may be referring to online play in Grand Theft Auto V, which was not released on Nintendo platforms. While we would love to assist, we would ask that they double check that they are directing their complaint to the appropriate party. If they still have any questions or concerns for Nintendo, we would encourage them to call us back at the provided phone number, where an agent will be waiting to assist from 6AM-7PM PST, Monday through Sunday.
Customer Answer
Date: 10/22/2022

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. Please remove Complaint as of further review the Complaint listed above was submitted to the wrong company. They are correct the complaint was for GTA V which is not a Nintendo product I apologize for the confusion and inconvenience this might have caused. thank you for your help and response.

Sincerely,

*******************
Initial Complaint
Date:10/08/2022
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 "Return to Monkey Island" from Nintendo, and it did not function properly and I requested a refund within an hour of purchase. Transaction ID: ***********. "Lorry" via chat refused to refund. I would like a full refund to my credit card and an additional credit added to my Nintendo account for the hassle.
Business Response
Date: 10/09/2022
We spoke with **** on 10/8 and the refund was processed. Should they have additional questions or concerns, they are welcome to reach back out to Nintendo of America's **************** department.
Initial Complaint
Date:10/08/2022
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.
Nintendo of America is constantly blocking my cards from their online store. I don't know why. I don't understand what I'm doing wrong. I finally got a new one and they just immediately block it again.Who do I talk to in order to make this stop happening and get my cards un-blacklisted? My new card doesn't expire for five years and I want to be able to use it for Nintendo products and purchases. Why does Nintendo hate me so much as a customer to constantly do this and never provide actual assistance for it?https://twitter.com/Buttcopter/status/1578692174358597632
Business Response
Date: 10/27/2022
We have attempted multiple times to contact ******************** by phone to discuss this matter, but we have not been able to reach him. He may call us at the number provided in the email we sent on 10/19/22. We are available daily from 6 am to 7pm PST.
Initial Complaint
Date:09/29/2022
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.
Today, 9/29/22, I paid $19.99 plus tax on the Nintendo eShop for a game for my young child. He is unable to play the game on his own profile (same console) because the system will not allow it. I grow tired of this ridiculous money grabIts unreasonable to expect parents to buy a separate copy for each family member. I dont even want to play the gamebut I had to purchase it on my own account because I am the adult. It doesnt make any sense.
Business Response
Date: 10/10/2022
An email was sent to ******* on 10/1/22 requesting they call in to speak with an agent that would be available to assist. Our records indicate ******* has not contacted an agent at the phone number provided as of today, 10/10/22. We are happy to assist ******* should they still require assistance and reaches out to an agent.
Initial Complaint
Date:09/25/2022
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.
The original purchase of the device was on 12/15/2021. As of July the device would not turn on or charge. I contacted Nintendo. They advised me as expensive as that device is, it is not under a 12 month automatic warranty. Which was very upsetting considering my son got it for Christmas brand new and before summer was even over it was already broken. I paid $116.22 to send it in for repair. The repair was sent in on 08/20/2022. They gave me a repair order number of *********. Where I could see it was received of it was being fixed ect. On 09/08/22 I received a tracking number of 1ZE2E4280365731299 for *** that was not active yet. I received no further information they never said it was out for delivery. There was never a note left. On 09/21/22 I said I wonder where that switch is. The tracking number said it was delivered on 09/14/22at 6:08 P.M.at Front Door. So I purchased a $287.88 game system paid an additional $116.22 to have it repaired just so *** could leave it on the porch. My grand parents are almost always home and I work three jobs. On 09/14/22 my grandparents went out of town and I left for work at 5:30pm arriving back around midnight. There was no package. They left a now valued system of $400.00 on the porch. I called to advise of the situation they said someone will be getting back to me. On 09/24/22 I get an email saying call ************** using reference number 220922-003938 go contact **************** All she had to say was that I am not eligible for a replacement because the device says delivered even though it was left outside. She advised me to check with neighbors and maybe it will turn up. She said call back if I have more information but i am not eligible for a replacement, refund, or discount. Even though it says delivered on 09/14/22 and it was 09/24/22 she says check with neighbors maybe it will turn up. My family has been living there since the 80s if someone like a neighbor had it we would know.
Business Response
Date: 10/05/2022
A supervisor from Nintendo's Consumer Support team spoke to the consumer on 9/28/2022, during which a resolution appears to have been met. If the consumer 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.
Initial Complaint
Date:09/06/2022
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.
After a long time I managed to buy the video game of my dreams. Nintendo switch. My first and only video game before that was a SuperNintendo so I was excited to buy that. In my country, the games are too expensive, so I only could buy one game. I was living with a R$2000 (per month) salary when i bought the R$1.800 video game (i am speaking in Brazilian currency, here, the minimum wage is about R$1000, so it was not easy to pay for that console)Unfortunately, while I was travelling have lost or been stolen (not sure yet). I have tried to contact the support, with serial number and the company refuses to help me with any information if I dont have a subpoena. But that is very hard from another country. It is also impossible to talk to a suppervisor of the client support by chat, only by phone, and it is also very expensive for me to do that.It is very sad that the company that I had so many good child memories doesn't even tries to help me in this situation.
Business Response
Date: 09/07/2022
A Consumer Support supervisor from Nintendo of America will be reaching out to the consumer within the next 48 hours, as requested. During this contact, our agent will attempt to clarify any additional details and document any feedback on the matter, while also assisting in making sure the consumer's account is safe and secure.

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