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 New York

  10 Rockefeller Plz New York, NY 10020-1903

• 

  Nintendo of Canada

  150 2925 Virtual Way Vancouver, BC V5M 4X5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2022

  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.

  Seriously Nintendo, because of "server maintenance" that I didn't know about, I now have a 6 hour ban. Because of your crappy console. I gave you a chance to fix the constant Sexual Harassment, homophobia, and racism on your games and you chose Not to correct it. This is ridiculous. Fix the ban or reduce it, at this point I am feeling targeted since it stopped decreasing and only going up since the last time I voiced about this problem, I feel like I am being harassed by an employee for voicing the issues above, this has been going on for months. Have an employee from corporate reach out that can actually do something to help. Thank you for ruining my entire week.

  Business Response

  Date: 09/06/2022

  A supervisor from Nintendo's Consumer Support team has spoken to *r. * in response to previous, now closed BBB complaints (Ex: #********, #******** from last year) involving the same matter, with the most recent conversation appearing to have concluded on 9/2/2022. During this conversation with the consumer, our supervisor explained how to report cheating, profanity, and/or inappropriate behavior works, which the consumer confirmed they have done already. We are unable to offer further support in this situation outside of the guidance we have already provided to *r. *. If they have any further question or would like clarification, however, they are welcome to contact Nintendo's Consumer Support team at ************, where an agent will be ready to assist from 6A*-7P* PST, *onday through Sunday.

• Initial Complaint

  Date:09/04/2022

  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.

  you can only report some people in online games it does not give you a option to report or block everyone I pay for that service it should work how can you get rid of cheaters if you can't report or block them

  Business Response

  Date: 09/06/2022

  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:08/31/2022

  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.

  There was $264 in unauthorized charges on my debit card. Nintendo only gave me a partial refund. When I called them about the rest of my refund they are claiming it was sent however I have not received it. They also stated that they are no longer responsible for it. I am still owed $158.

  Business Response

  Date: 09/01/2022

  A supervisor from Nintendo Support spoke to the consumer on 8/30/2022, during which the projected turnaround time for the discussed resolution were explained. At this point, we would point the consumer towards their financial institution for further assistance and/or clarification as to their bank's specific turnaround time for processing this type of request.

  Customer Answer

  Date: 09/12/2022

  I spoke with my credit union and they explained they had no control over when or if Nintendo decides to actually send the funds back.

  Business Response

  Date: 09/23/2022

  As previously stated, a supervisor from Nintendo of America last spoke to the consumer on 8/30/2022, and reiterated the expected turnaround time for the consumer's requested resolution. As the agent clarified at the time, this is not something which Nintendo can expedite once the request has processed. This particular request was processed by Nintendo's Consumer Support on 8/18/2022, which means it is still within the expected turnaround time window of up to two billing cycles. As such, we appreciate the consumer's patience in this matter.

• Initial Complaint

  Date:08/28/2022

  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 a Nintendo Switch unit on May 1st, 2022, while living in ******. During the 3rd week of July, the dock stopped displaying images on the *** I reached out the support. I had a specific timing problem since I was about to move to ****** on August the 2nd. North American support advised me to purchase a new dock and asked me to return the defective unit to Nintendo. I was also told that after the evaluation of the faulty dock I was going to be refunded. I had a terrible customer experience (ie.: waiting on the phone for approximately ***** minutes each time, my previous case numbers were missing so I had to go over and over again the same history each time I contacted the support etc). After I moved to ******, I started using the new dock, but after a week, the new dock also stopped displaying images on *** I reached out to support, I had to go over the whole history once again, and finally, I received a phone call from North American support. They advised me to contact the Norwegian support team for the faulty (new) dock, which I did but have not heard from them after a week. Today I reached out to North American support once again to ask about the status of the refund process and asked again for a solution for the faulty new dock. The chat agent was not able to find the latest case number (20818-002422) that was provided to me after the last conversation. So, I had to retell the whole story again. The chat agent told me that the refund process *** take ***** days, which is not fair and acceptable. So, now, I feel very frustrated about the customer experience I've been having with **********************, on top of the issues with the faulty dock stations. It's been 1.5 months and I still don't know exactly how these issues will be resolved (both the refund and the faulty docks) and I'm not able to use my Nintendo Switch as it is supposed to work. (I'm also reading a lot of dock issues in various forums, which makes me think there's a problem with these units)

  Business Response

  Date: 09/08/2022

  A supervisor from Nintendo's Consumer Support team last spoke to the consumer on 8/29, at which point the appropriate pathway to a resolution was outlined, and we had considered the matter resolved. The consumer should please reach out to the appropriate channel for Nintendo Consumer Support in ****** if they have additional questions. For their convenience, we have included this information below:
  
  Website: www.nintendo.no
  Phone: ************* (Mon.-Fri 08:00-16:00, please note that local rate may apply)

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17787620
  
  I am rejecting this response because:

  Althgouh the statement is true this is not the solution, because,

  1) I still haven't received the refund although I'm told it's being processed

  2) I reached out to the Norwegian support. They asked me to send them the Nintendo Switch Unit and the Dock. They told me that they will evaluate the products and get back to me on whether the units require repair and if I need to pay for the repair cost. So, the solution is not clear to me since I won't accept any potential payment request as "the solution" if repair is required with a cost associated to it. 
  
  Sincerely,
  
  Cem Ucan

  Business Response

  Date: 09/16/2022

  A Consumer Support supervisor from Nintendo of America will be reaching out to the consumer within the next 48 hours to clarify any additional detail(s) and context that they may be able to provide, in an attempt to come to a resolution in this matter.

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17787620
  
  I am partially rejecting this response because I still have not received a refund for the second dock unit I had to buy.

  I am partially accepting the response since ****** support replaced the dock and sent it back to me. 
  
  Sincerely,
  
  Cem Ucan

  Business Response

  Date: 10/01/2022

  We have attempted to contact ************ at the phone number he provided, but the calls did not go through. We have reviewed this case and confirmed that this request was processed on our end in August. We recommend that he contact his financial institution for more information regarding their billing cycle. We would be happy to address any additional concerns via phone. He may call us directly at the number provided in our email correspondence.  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17787620
  
  I am rejecting this response because: I'm still not satisfied with the response. The transaction happened end of July Now, we're in October and I'm still not refunded. There's no way the refund process to take this long. I have very little trust in the way Nintendo treats its customers. I'd like to see a proof of the refund process that has been completed on their end before I reach out to ***** And I have not received any calls from Nintendo Support in the last 2 weeks. I'm not sure what's their reference when they say they have reached out to me and got no response. 
  
  Sincerely,
  
  Cem Ucan

• Initial Complaint

  Date:08/26/2022

  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.

  Nintendo allows sexual harassment on its online network in the game ********** Ultimate, the online support and phone support chooses to do absolutely nothing about. Nintendos platform punishes the victim if they try to leave the abuse, by banning them from playing online, and from playing with friends only online for 3-6 hours. Nintendo also doe not care when you try to block players abusing others, since the system doesn't block anything, at all. The support also doesn't care if a user is DDoSed. I have collected gigabytes of this evidence as well and am prepared to submit to the media.

  Business Response

  Date: 08/27/2022

  A supervisor from Nintendo of America's Consumer Support team will be reaching out to the consumer within the next 48 hours, during which they will attempt to clarify more detail as to the situation and offer any additional context which they may be able to provide. In the meantime, the consumer should please refer to the following link for reporting any inappropriate behavior in Super *********** Ultimate:
  
  https://en-americas-support.nintendo.com/app/answers/detail/a_id/*****/~/how-to-report-cheating%2C-profanity%2C-or-inappropriate-behavior-%28super-smash-bros

• Initial Complaint

  Date:07/29/2022

  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.

  I purchased a "Minty Legends" game for my son and redeemed it in the nintendo eshop as I fo any purchases for my children on this device, and according to 2 hours of customer service, it was apparently credited to my nintendo account and not his. No one seems to be able to help move this to my son's account and I want a refund.

  Business Response

  Date: 08/09/2022

  A supervisor from Nintendo of America spoke to ************** on 8/2/2022, during which a resolution appears to have been met. If ************** has any more questions or concerns, they can 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: 08/09/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  Type:Order 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 my switch in late December of 2020, therefore I have only had it for a year and a half. I am a full time student and part time worker so usage in that period of time has been relatively minimal. My joy cons are suddenly having issues. In the right one the zr button went out, and the left one it is charging slow and draining fast. I am extremely disappointed to say the least since ive only had the console for a short time and havent used it excessively by any means. I do not want to be without my console and send in the controllers for repair, I had a friend who had to wait 7 weeks and I only have 3 weeks of summer break left. The screws are faulty and were stripped extremely fast because they seem to be made of butter so I am fairly certain they are not going to repair it but instead send me a replacement. They also were trying to make it seem that because I had the buttons replaced (a few days after I got it and havent had any issues for a year and a half until now, completely unrelated ) that is the reason which is absurd. If I do **** it up and send them in, they said if unrepairable they will send me a replacement that is a completely different color and I specifically purchased the animal crossing edition for the joycon controllers. I asked to speak to someone to see if it is repairable and they refused. The controllers are obviously faulty and poorly made, along with the screws. I paid $300 for the system and they are refusing to make things right. I should not have to be without my console and accept a different color than what I paid for when the controllers are obviously faulty and poorly made.

  Business Response

  Date: 08/08/2022

  We contacted the consumer on July 28, 2022 and August 2, 2022 via email and phone and received no response. They may reach out to us at the phone number provided in the previous correspondence to discuss a resolution to this matter.

• Initial Complaint

  Date:07/27/2022

  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.

  My nintendo switch account was compromised almost a week ago and a game was purchased on my account using someone else's card which resulted in a fraudulent purchase, thus resulting in Nintendo banning my account for a chargeback that had nothing to do with me. They have failed to give me my account back for something I did not do. I never had this issue before with my switch account. Here are some Screenshot detailing a login i was unfamiliar with as well as the game being purchased

  Business Response

  Date: 08/06/2022

  We have reviewed and resolved this matter. For any additional questions or concerns please contact our *************************** at **************. We are open every day from 6 am to 7pm, PST.  

• Initial Complaint

  Date:07/26/2022

  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.

  The issue is that Ive sent out a joy con controller for repairs due to a button being broken. When I received the controller back, the stick now gets stuck randomly, preventing me from utilizing a product I purchased.

  Business Response

  Date: 08/06/2022

  This matter has been resolved. Should ****************** have further questions or concerns, he may call our *************************** at **************. We are open seven days a week between the hours of 6:00 am and 7:00
  pm, Pacific Time.
  

  Customer Answer

  Date: 08/06/2022

   
  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:07/25/2022

  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.

  YOU ARE BUILDING ME AND THREREING me that you won't refund me my ****** Now If you don't Refund me now I'm going to SUING YOU now because you Stolen my money now and you don't listen to me anymore and you keep blowing me off now and No Help At All Now.

  Business Response

  Date: 07/26/2022

  As referenced in BBB ID ********, we have reached out to the consumer on May 31, 2022 per our standard resolution process. We are now awaiting their response; they may contact us at the phone number previously provided.