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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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Nintendo of America Inc has 4 locations, listed below.

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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:03/17/2025

      Type:Delivery Issues
      Status:
      Unresolved
      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 HAVE A WORK ORDER ON MY ACCOUNT SINCE LAST DECEMBER AND YOU STILL NEVER REPLIED TO ME NOW IM NOT CALLING YOU NOW.

      Business Response

      Date: 03/17/2025

      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: 03/18/2025

       
      Complaint: 23076200

      I am rejecting this response because: YOU STILL REFUSSING TO HELP ME NOW.

      Sincerely,

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

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 contacted an employee at Nintendo and informed them that my console has not turned on for over three months. I explained that I have used the original charger as well as other chargers in an attempt to power the console, but nothing worked. The employee stated that it is not advisable to use generic chargers, but I clarified that the generic chargers did not turn the console on either.After explaining the situation in detail for over an hour on the phone, the employee refused to assist in repairing my console simply because I didnt have the original charger. I told him i had original charger when trouble shooting but misplaced it. He suggested that I purchase an another original charger and send it to Nintendo for troubleshooting. I explained that I had already done the trouble shooting and insisted i did it wrong, but he claimed I had not done it correctly and insisted that I buy another charger. I told him i did trouble shooting to the t and used other source on ******* as well At this point, the manager, ****, intervened and said there was nothing they could do for me unless I purchased the $80 original charger and sent it to Nintendo for repairs. **** expressed support for the employees decision to deny my repair request. This experience feels like a scheme where Nintendo is taking advantage of consumers for profit.I am a disabled nurse who was injured by a patient, and my son and I love playing ***** Kart and other Nintendo games together. It is unfortunate that we are unable to receive any assistance from Nintendo unless they are profiting from the situation.

      Business Response

      Date: 03/15/2025

      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: 03/17/2025

       
      Complaint: 23068416

      I am rejecting this response because: I am rejecting this response because it mirrors what was already addressed a few days ago during my phone conversation with your employee and manager. I had explicitly requested assistance at that time, but the issue remains unresolved.
      I would appreciate it if a professional executive team member could contact me to provide a proper resolution, rather than suggesting I purchase a charger to send to you for repair.

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:02/28/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      ebruary 28, 2025, 19:54 +0800My account was permanently terminated after I recently returned from ******** back to ********* (Im based in *********). I traveled to ***** and ****** (close to *********) a few weeks ago and was good; I stayed in ******** for quite a while this time and as I returned I was told I got permanently banned. I dont know this is some glitches in your system.I have been playing Pokmon go since I was 16, and it was there for me during my lonely time in America (check the history). This time Im going back to America for a short trip, and upon my return my 8 year account got terminated. If I used cheats, why am I still struggling to get rare or strong Pokmons in this game?Id really appreciate if you could recover my account. I literally just caught a shiny 5-star boss in ********* - my first shiny boss!I have looked this up online and found that Nintendo has done this to many people even though they have been very good players who play by the rules. The only similarity between us is possibly a lack of monetary investment in the game, which Nintendo despises so much despite our so many years of playing.

      Business Response

      Date: 02/28/2025

      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: 02/28/2025

       
      Complaint: 23001859

      I am rejecting this response because:

       

      Their so called appeal review took less than 10 seconds without providing any evidence nor evidence specific to my case. My case was likely handled by an AI. I demand everything be communicated here to ensure an open and honest conversation. They even said they would ignore my requests before asking me to call them at their hotline. I have no idea what they are playing.  

      My request is simple. 

      Sincerely,

      ***** ***

    • Initial Complaint

      Date:02/27/2025

      Type:Customer Service Issues
      Status:
      Unresolved
      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 have been struggling to authenticate account for some time. I can still use my device, but if I ever have to logout I won't be able to access my information again. I have not been able to login via web as a result.2/27 - attempted to authenticate my account through my established contact information. I was not receiving verification codes. I reached out to support to resolve.Their resolution path was to create a fake account, register it to nintendo, then change my email back to the original. this is an unnecessary security risk for myself. The company needs to enable verification codes to be sent to my established contact information so that I can authenticate myself through my confirmed communication channels. Interaction captured in ****************** said there was no other resolution path.I cannot access my information stored on their database as a result and is in violation of right to access CPA (Colorado Privacy Act) laws.I need my confirmed email and phone number to be utilized for authentication purposes.

      Business Response

      Date: 02/28/2025

      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: 02/28/2025

       
      Complaint: 23000516

      I am rejecting this response because I had already reached out via their support channels where my problem was not resolved. I would not have submitted this complaint if I hadn't already reached out to them.

       

    • Initial Complaint

      Date:02/14/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 November 9th 2024 I purchased Nintendo Online for my account at ****** was hoping to renew my plan and upgrade it as me and my husbund wanted to play ***** kart with the dlc. The page was loading slowly so I gave it about four minutes, got distracted talking to my husbund on the couch, and once it was still loading, I decided to close the transaction screen and try again. This time it went through at 6:08. Both times my card was charged $54.29. I called my bank immediately afterwards and explained the situation. They agreed that it appeared like a double charge and gave me temporary reimbursement while investigating. It was acknowledged that I attempted to reach to seller first, but I couldn't figure out how to reach a human. I assumed my bank would have better luck. On 11/15 Nintendo started investigating. Suddenly, money was withdrawn because they saw that no error had occured. I called the number from an email that came from the rejection and spoke to a representative. After scolding me for not talking to them first, they looked into the issue and also agreed that this was a double charge. The same problem occured, even with both parties agreeing on the second time. I call for a third time, and this time a Nintendo manager tells me that he sees this all the time and maybe I bought it for another account on accident. I expressed that this could not have been the case as I never left the check out page. I showed the close time stamps. I showed the email showing the purchases 4 minutes apart for a subscription for the same account. i explained that 1 account cannot have 2 subscriptions. They offered to give a refund in points for the shop. I explained that this wasnt acceptable as I never wanted them to take that money in the first place. He said that was all they could do . After this phonecall, my current subscription was cancelled on their behalf without my knowledge until my next date night. So I now have no product and I am out 108 dollars. Overdraft too.

      Business Response

      Date: 02/14/2025

      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: 02/18/2025

       
      Complaint: 22940758

      I am reject*** this response because:
      "Refund" *** an unauthorized purchase into store credit is not an acceptable form of currency. The company has recognized that this is an unauthorized purchase and is know***ly chang*** the product of the purchase rather than provid*** a proper refund. The current actions of Nintendo are fraudulent and infr****** in my consumer rights. I did not authorize Nintendo to charge me twice for one membership. I do not want to purchase Nintendo points or a duplicate unusable membership. I would like the money that was wrongly pulled from my account.
      Sincerely,

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

    • Initial Complaint

      Date:02/13/2025

      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 ordered a product from Nintendo, the product included 2 games, 1 physical chip and the 1 digital code. When it arrived the digital code was not with the product. I have attempted several times to communicate with Nintendo to resolve the issue. The requested specific information which was provided to them, when provided this information proving purchase they have still denied the replacement or refund. I have communicated chain with this company explaining the issue and attempting to resolve the issue for an extended period of time.

      Business Response

      Date: 02/13/2025

      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.

      Business Response

      Date: 02/13/2025

      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.

    • Initial Complaint

      Date:02/06/2025

      Type:Product Issues
      Status:
      Unresolved
      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 am a customer of **********************. I am trying to spend money on ************************** and whenever I do I get an error message saying that it doesn't work and to contact my card issuer. I've contacted my card issuer and they say there is no issue. I've further investigated this problem and tried multiple cards 3 of my own, my girlfriend tried hers and I even bought a **** card and none worked and resulted in the same error message. This isn't unusual as this seems to be a common issue at Nintendo a quick ****** will reveal many different people experiecing the same problem in the past with no fix. I have a switch I am unable to spend money on or use because of this issue and I am also looking forward to the Switch 2 but if I can't even spend money on the console there is no point to having it.

      Business Response

      Date: 02/17/2025

      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: 02/17/2025

       
      Complaint: 22909969

      I am rejecting this response because:
      I have already contacted Nintendo support multiple times and opened two cases with them. Both times receiving a message saying we are unable to solve the problem and are not able to give any more information to me. With that I contacted better business bureau for help because Nintendo has been unhelpful.
      Sincerely,
      ***** ******

    • Initial Complaint

      Date:01/27/2025

      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 bought a BROKEN and clearly RETURNED game card from ******. This is my SECOND time contacting BBB, this time against Nintendo. ****** says they dont accept game card returns yet clearly sold me one at full price. They told me I have to contact Nintendo for a refund, AND NINTENDO TOLD ME TO GO BACK TO TARGET. ****** then says wheres the receipt I dont HAVE the receipt anymore because this happened TWO months ago with no resolution. Nintendo LIED and said they would send me a repair kit, never did. Support told me I have to eat the 60$ and buy a new game if I want it. This is a scam, I want my money back in not going back and forth anymore. I paid full price for my game and nobody will do anything to resolve this situation. ****** AND Nintendo are scammers.

      Business Response

      Date: 01/28/2025

      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: 01/28/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:01/27/2025

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      order ***********. this was a christmas present and it is faulty. it cuts off without warning despite having high battery charge. sometimes it makes a loud noise and takes forever to turn off and cut back on. i did trouble shooting three times and one of the employees on chat was so rude and unhelpful i had to ask for someone else. they wanted me to pay to have it repaired however this is a new item and i cannot understand why an exchange isnt being done the customer service was horrible.

      Business Response

      Date: 01/28/2025

      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: 01/28/2025

       
      Complaint: 22864747

      I am rejecting this response because:

      i have called and no one helps me

      Sincerely,

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

    • Initial Complaint

      Date:01/19/2025

      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.
      Purchased bundle for Nintendo switch OLED, which came with a free 12 month membership. The box was accidentally misplaced and ****** M From Nintendo stated that theres nothing they can do. I have full proof of purchase of the item just not the box.

      Business Response

      Date: 01/30/2025

      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.

    Nintendo of America Inc is NOT a BBB Accredited Business.

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