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.

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

Initial Complaint
Date:05/10/2025
Type:Product Issues
Status:
UnresolvedMore 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 May 8th, I received an email from Nintendo telling me that I could purchase a Nintendo Switch 2 + **************** bundle from their store, which I had preregistered for in early April. However, upon trying to check out with my cart using the correct payment information, I always get the following message:"Error: There was an issue processing your transaction. Call your card issuer or select a different payment option. For help please visit ********************************"The system is only "held" for me for 72 hours, and I have less than a day left to get it. After not being able to get an order through over the weekend, I called support, only to eventually be told that my account is "flagged for reasons they can't disclose" and telling me I essentially can't but it (despite my order containing a GameCube controller as well, which is ONLY available through their store).I have never done anything wrong. I have always made payments using my own cards. I have never so much as used a VPN or anything. And Nintendo can't even tell me why they aren't honoring their email saying that I was eligible to purchase a Switch 2 from them?All I want is the ability to PAY them for the system I was told I was eligible for, plus the GCN controller (which is only available through their site) and other accessories (included in picture). I am not asking for anything special. I just want TO PAY FOR THESE ITEMS. Like thousands and thousands of other customers do. I have been a loyal ********************** supporter for over 30 years and have never done anything wrong (which Nintendo seems to be aware of, since they can't even tell me why such a "flag" insists). I am only asking to be treated like literally any other customer. To get the system I was explicitly told I could purchase from them, as shown in the attached email.I've done nothing wrong. I have probably spent over $10,000 on Nintendo products throughout my life. And I have received nothing but a middle finger from the company I supported.
Business Response
Date: 05/13/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Customer Answer
Date: 05/13/2025

Complaint: 23313754

I am rejecting this response because: Customer support literally did not help with this issue at all. They told me to "just buy a Switch 2 from a retailer after launch" (despite the fact your email told me it was "my turn" to buy one, which ended up being a lie), and that I'd have to buy a GCN controller second-hand.
If customer support had actually helped and I was able to check out with the Switch 2 that was "my turn to buy," this complaint would not exist in the first place.

Sincerely,

***** ********
Initial Complaint
Date:05/07/2025
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.
Boarded a 10 hour flight, pulled out my switch which was going to be my saving ****** And *** denied access to everything I have spent HUNDREDS of dollars on WITHOUT notice because I need to update a user agreement. I had to raw dog the entire flight, thank you soooooo much for that. Nintendo's behavior since the launch of the switch and Nintendo online has been heinously greedy but this really takes the cake. Where does it say I am only allowed to use my switch if I have 24/7 access to the internet and can accept a contract change on a dime??? I don't think it does so you have breached contract with me. You guys are the worst, I deserve compensation for the time I was denied access to services I have PAID for.Buyer BEWARE, you could be denied access to everything at ANY moment for ANY reason.
Business Response
Date: 05/08/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Customer Answer
Date: 05/08/2025

Complaint: 23301955

I am rejecting this response because: this is an automated response and resolves nothing. You may reach out to me if you wish to resolve this issue NOT the other way around.

Sincerely,

M *******
Customer Answer
Date: 05/09/2025
I would like compensation for the time i was denied access, without warning, to products i have invested hundreds of dollars in. I would also like contact from the company to explain how to opt out of the non-arbitration agreement, as i understand you can send a letter. I think its only reasonable that i can opt out online or over email considering that it favors THEM too well to be able to just send new terms whenever they want and lock me out of my system but I have to send certified mail??? There is a legal precedent for contracts that favor one party unreasonably to become null and void
Initial Complaint
Date:05/02/2025
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 Switch recently (within the last half of April 2025) released a new system update to make the system compatible with the Switch 2 that is set for release. However in doing so, they wiped both of my systems without my consent and without ever mentioning that was going to happen before the update. In no way is it acceptable to wipe a customer's systems for an update WITHOUT PRIOR CONSENT. It was not mentioned ANYWHERE that the process of completeing this update would do that and it is NOT OKAY.Nintendo has NO WAY TO CONTACT THEM THROUGH EMAIL. This means there is NO WAY to submit a complaint to them without directly having to talk with someone (which if you've ever met an autistic, you'd know a lot of us cannot talk on the phone and know that TEXTING is a 100% UNACCEPTABLE form of submitting complaints to a global company).They need to acknowledge that what they pushed is unacceptable without getting prior consent and actually INFORM PEOPLE that's what's going to happen. They're hiding it at the moment so people will blindly install the update.
Business Response
Date: 05/02/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Initial Complaint
Date:04/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My nintendo Account has been flagged for inability to make purchases for 5 months. I have called customer service and they say a few purchases I made were asked for a refund by my bank. ******* has no record of this and the money has not returned to my account. ********************** says there is nothing they can do but I am out all of my digitally purchased downloadable content and have no ability to make further purchases.
Business Response
Date: 04/27/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Initial Complaint
Date:04/24/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,This complaint is being filed against the manufacturer company Nintendo. This is regarding the recently released product Nintendo Switch 2 console. Nintendo earlier this month released a Nintendo Direct announcement of this product being available for Preorder on April 9th. Due to a bunch of absurd nonsense and excuses they delayed the Preorder date to April 24th in *****************. Per all of the information I obtained was that Preorders were to go live around 12:00 a.m. However, after trying several times to secure the two Nintendo Switch 2 model priced at $449.00 and the Nintendo Switch 2 model priced at $499.00 I was not successful as businesses were not able to fulfill the orders because for whatever reason the demand for product availability was not met. Orders for both products were cancelled and not upheld due to scalpers and other incompetent citizens being allowed to purchase however many products they wanted as stores such as *******, ******, Game Stop, and Best Buy did not provide a set quantity or limit as to how many of each product a customer could purchase. I guess as long as the Business the items were being purchased from were getting paid $ to sell the Nintendo product that is all that matters. I find it by far pathetic, unprofessional and sad to be completely honest. I read several articles provided by Nintendo that all their President could offers was a basket full of sorry and appreciate your understanding. I also without a doubt believe that Nintendo employee's most likely were provided with a guaranteed product once made available no questions asked. However, for every day regular consumers and customers we had to stay up till midnight or later to try and get an order to go through. Due to all the website trafficking Businesses including Nintendo were not prepared in advance to handle this situation. I believe Nintendo dropped the ball hard and a sorry won't ever be able to make up for it. I am expecting a response from Nintendo.
Business Response
Date: 04/26/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Customer Answer
Date: 04/28/2025
Hello,
This response is being not accepted. Whomever manages the complaints for Nintendo needs to read what I filed the complaint for. Just being directed to ************* wont work.

Thank you,

**** ********
Initial Complaint
Date:04/21/2025
Type:Product Issues
Status:
UnresolvedMore 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 is refusing to unlock and provide me access to my Nintendo account under User ID: ************************* They claim it was suppressed due to a few returned emails, and now I cannot login to my account or receive emails from them at that email. I explained my ****** email address experienced some issues causing the emails to bounce back. I then provided my email / first, middle, last name / date of birth / and identified several historical purchases from years ago. Despite all of the verification information provided they refuse to unlock my account. They are demanding excessive bank transaction statements or email receipts from years ago; knowing well I wont be able to locate those items with so much passed time. I accuse them of purposefully withholding my account and hundreds of dollars worth of purchases, that I made lawfully.
Business Response
Date: 04/22/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.
Customer Answer
Date: 04/22/2025

Complaint: 23231757

I am rejecting this response because: I am unable to resolve this through Nintendo customer service.

Sincerely,

***** *****
Initial Complaint
Date:04/16/2025
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.
In March 2025 I contacted Nintendo about a technical problem with the Switch. They were not able to assist me over the phone so I agreed to ship it and pay the repair costs. They received the product and then contacted me saying the repairs would cost more. I agreed to pay the higher amount. We received the Switch back on April 16 and the same problem is occurring. I called Nintendo again and spent 40 minutes on the phone. I refused another repair and asked for a refund which they refused to do. They offered to credit my Nintendo account to buy games despite the fact we can't use the Switch. I simply want a refund since they did not fix my product. This is just common sense
Business Response
Date: 04/16/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: *************************************** If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.

Customer Answer
Date: 04/16/2025

Complaint: 23213367

I am rejecting this response because:
All they are offering is that I contact them again which didn't work the first time

Sincerely,

**** ********
Customer Answer
Date: 04/23/2025
We finally were able to speak to someone at Nintendo who understood our concern and helped to resolve the issue without any cost. Previous communications with them were not helpful. Thank you.
****
Initial Complaint
Date:04/13/2025
Type:Billing Issues
Status:
UnresolvedMore 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 banned my account in 2020 for buying a game from a seller who was not nintendo who proceeded to chargeback nintendo (pocketing my money and and nintendos) but nintendo keeps failing to unban me for the past 5 years accusing me of fraud leaving me unable to use their services yet banking off of us trying to use their systems and making me lose 600$ or more of games.Attached is the purchase that caused me to be banned that i sent to nintendo (they dont care)
Business Response
Date: 04/13/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.

Customer Answer
Date: 04/13/2025

Complaint: 23198408

I am rejecting this response because: i have tried to contact support many times where i am told there is no option of unban due to a chargeback i did not commit. so i will not accept any response unless it is directly related to the unban of my nintendo account

Sincerely,

***** Ghadaki
Initial Complaint
Date:04/11/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 April 2nd 2025, I have sent in my Nintendo Switch for repair under manufacturer warranty due to console not powering on. I was assigned order # ********. When my Nintendo arrived for repair i received a notification that this repair was not under warranty (no explanation why) and I had to pay $106. I paid $106 and my Nintendo was repaired and has arrived. It arrived with explanation that the repair was due to a defective component. My manufacturer warranty expires in December 2025. Why did I have to pay for a defective component repair?
Business Response
Date: 04/13/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.

Customer Answer
Date: 04/13/2025

Complaint: 23193152

I am rejecting this response because:

Sincerely,

Ryslan *******
Business Response
Date: 04/14/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: ***************************************. If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.

Customer Answer
Date: 04/14/2025

Complaint: 23193152

I am rejecting this response because:
You have not addressed my issue. You repair my Nintendo under warranty due to malfunctioning component and I have to pay for it?

Sincerely,

Ryslan *******
Initial Complaint
Date:04/05/2025
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.
In late 2019/ early 2020 my son notified me his nintendo account was suspended. I called Nintendo support who informed me there was 1 charge that had been disputed by the card holder causing the suspension. The cardholder is an ex of mine who Im dealing with other legal issues with. He is choosing not to call in to help in resolving the issue.I called again today 04/05/2025 because my son asked to see if there was anything else we can do. We have spent a lot of money on games for this account and he cannot access any of them due to the suspension.I called and was again informed the card holder needs to call in. I expressed the legal issues I am having with the card holder and pointed out that its been 5 years of them refusing to call but that I can make the payment for the game. Ultimately, they just need to be made whole.The agent refused, I explained that its not fair considering all the other games on the account were paid for and not disputed and that in essence they are stealing as they will not give us access to the other games.They escalated me to a supervisor who refused to help and instead hung up on me when I asked for the name. The supervisor was ******* Saraei which I was able to obtain by calling ******* is indisputable that this company is stealing from its consumers. For them to refuse payment for the game that was charged back, and also refuse to allow us to access any of the games we purchased that were not charged back. They would rather lose more dollars on manpower refusing to assist with **** offered to 3 way the cardholder in as he doesnt even speak English so he can provide the information they are requesting which they also refused.I have never spent so much money at a company who just simply refuses to help you access the products you ************ this time, Id like a full refund on all the products Ive purchased under that account considering they refuse to give me access to them.I think that is beyond fair.
Business Response
Date: 04/06/2025
Hello,

Thank you for reaching out regarding your recent Nintendo experience. For help with our products and services please visit our support site: *************************************** If you have any additional questions, please call Nintendo's *************************** directly at ************** or ************ for SMS. Representatives are available to help you between 6:00 a.m. and 7:00 p.m. Pacific Time, seven days a week.

Regards,

Nintendo of America Inc.

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Nintendo of America Inc is NOT a BBB Accredited Business.