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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:01/05/2025

      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.
      Two of my orders came with multiple items in severely bad condition. Multiple customer service agents gave me nothing but hassle about returning the items for a refund. I want to refund the multiple items on the two orders for refunds. Please provide shipping labels for both as I should not have to pay for return shipping labels for items that came very badly damaged. Orders *********** and *********** Thank you

      Business Response

      Date: 01/05/2025

      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: 01/05/2025

       
      Complaint: 22769938

      I am rejecting this response because:

      Ive already contacted them multiple times and only gotten a hassle and refusal of help so please help me  


      Sincerely,

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

    • Initial Complaint

      Date:12/30/2024

      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 have ordered 2 Nintendo Switch ****** controllers from ****** and both came damaged and I can tell they were used because both boxes were scotch tape on them. they keep telling me to return them but I do not have time to keep doing this. How can Nintendo keep sending used and broken ******s when I am paying for new ones

      Business Response

      Date: 12/31/2024

      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: 12/31/2024

       
      Complaint: 22747848

      I am rejecting this response because I already contacted customer service and it was like talking to a 3 year old and they were no help at all

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:12/30/2024

      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 ordered a Nintendo Alarmo on 12/14/24. Nintendo specifically promised Nintendo Online members could get the Alarmo early release for a "December dispatch." I paid for rush 3-day shipping to get it to me by 12/24/24. When it hadn't even shipped by 12/23/24, I called Nintendo and spoke to ****, who confirmed that it was supposed to arrive by 12/24/24, but he had no information about shipping. Obviously it never arrived. Today I called and spoke to someone else and now Nintendo is claiming it releases in January 2025 and they never promised a pre-Christmas dispatch. It *literally* still says "December dispatch" for the Alarmo on the Nintendo site.

      Business Response

      Date: 12/31/2024

      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: 12/31/2024

       
      Complaint: 22747357

      I am rejecting this response because it does not address my complaint in the slightest. I have already called Nintendo customer service *twice* and they were useless.  

    • Initial Complaint

      Date:12/28/2024

      Type:Order 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 purchased an Online annual membership account for grandchild's Nintendo Switch game but didn't purchase on the game. This membership was added to my desktop computer. I called Nintendo customer service 3 times to ask them to please apply to my grandchild's switch serial number. They insist they can't add it to her Switch game as she is on another account. I then asked for a refund so I could correct this error. They said they could not refund any games that are ordered on their online system. I don't understand why as this is sitting in my computer and will never be used as I am 74 years old and do not do any gaming or videos. This is scamming at it's best. They use the fact that kids are obsessed with games and videos and rely on parents to try to get them for their kids, without really having enough knowledge in

      Business Response

      Date: 12/29/2024

      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:12/06/2024

      Type:Billing 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.
      We called in and cancelled our $3.99 subscription in July of 2022. Our Nintendo switch fell and broke. We were not able to use it after that. Nintendo accepted our cancelation and then for the last 28 months they illegally continued to charge us even though we cancelled. They claim we subscribed again in August which is not true. Why would we cancel only to subscribe again 1 month later for a broken machine we could not use. We are asking for $112 to be reimbursed for this unlawful re-subscription after we cancelled. We called Nintendo customer service 3 separate times and they apologized and offered us 4 months of reimbursement but said they could not reimburse all 28 months they had illegally charged us for. They said 4 months was the maximum amount of months their system allowed reimbursements. I confirmed with 3 different Nintendo agents that we cancelled July of 2022. We were already offered a 4 month reimbursement which acknowledged their mistake but they are not willing to fully reimburse.

      Business Response

      Date: 12/08/2024

      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: 12/17/2024

       

      Hi ****** this is in regards to the case #22652647 

       

      I spoke with Nintendo and they admit that we called in and cancelled  our subscription. Then they say they don't know how but they began charging us the following month. I told them that is fraud and that that they are not allowed to charge us the month after we cancelled and then for several more years without our permission. It is not a huge amount of money but its more the principal of them charging us $3.99 every month without our permission. Please reach out to them and ask if they would reimburse all the months not just a few months like they did. So they admitted they did something wrong by reimbursing us some of it but not all of it. 

       

      Kind regards

      T

      Customer Answer

      Date: 12/18/2024

      Hi you had asked for my full name The accound was for a minor ***** ******* (T T) . I am his father  ****** ******* this is for the charges Nintendo made after we cancelled out subscription and then they continued to charge us the month after that till this month. If you need anything else let me know. Thank You Keivan 

    • Initial Complaint

      Date:11/30/2024

      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.
      Been trying to play bowling in Nintendo Switch Sports for months, I keep getting kicked out for communication errors. I have checked with my internet provider and there is nothing wrong. I can't play the game without getting kicked out. **************** is no help. I need a better solution.

      Business Response

      Date: 12/01/2024

      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:11/27/2024

      Type:Sales and Advertising 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 recently bought the physical switch game, ***** echo of wisdoms, and when I was trying to redeem gold points from this game, the switch console had a glitch and the points were redeemed into the wrong account. I called customer service to revert this transaction and credit the right account, but they were not able to do nothing. Very disappointing experience.

      Business Response

      Date: 12/01/2024

      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:11/27/2024

      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.
      Since I've been disabled I have purchased a Nintendo and accessories and software valued over $2000. There are features that stopped working since I bought all the software to post games onto ********. The feature stopped working, but it seems to be isolated only to me. I wouldn't have bought the Nintendo and the game controllers and the wires, and gadgets, and the computers, and this all adds up to well over $2000. But I figure that's what I spent on the software I can't post onto ******** anymore.

      Business Response

      Date: 11/27/2024

      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:11/25/2024

      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 purchased the game NB2K25 from Nintendo as my retailer. I play a mode called MyTeam which is a journey to build the best basketball lineup throughout the year. In early November, ** released a set of challenges that required us to purchase players on auction. As I was keen to complete these challenges, I did so and was informed that some of my transactions had been reversed due to suspicious activity, likely because I paid a price above market for these players on auction. On November 6, I was informed by ***** that I was banned from the game for suspicious activity. I appealed the ban and explained, I had been purchasing players on auction to complete challenges and did not do anything unethical. On November 13, 2K support confirmed that I violated the player code of conduct and the ban was to remain. I asked 2K for clarification as to what action I took and what rule I actually broke. 2K responded resending the link for the code of conduct, again mentioning I violated it and that was all the information they could provide. I then proceeded to ask for a refund and they informed me that I needed to proceed through my retailer Nintendo as the game was purchased on my Nintendo Switch.I reached out to Nintendo to inform them I would like to proceed with a refund for the game and provided all the detail of my ban and asked them to confirm with NBA2K if they could provide a valid reason. I have a spent a total of $426.53 on NBA2K25 including purchase of the game, virtual currency and pro passes for 2 seasons. Nintendo responded by telling me that they agreed with my assessment and but could only refund $61. When I asked why they couldn't refund the whole amount, they cited a systems issue where they couldn't go back that far to issue refunds. I informed Nintendo I was open to working with them on a solution, even it meant issuing a credit for future purchases. They stood fast in their position informed they could not provide any more info.

      Business Response

      Date: 11/25/2024

      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: 12/05/2024

      To whom this may concern, I would like to make a request to reopen this case. The response from Nintendo on November 25 was them providing their contact information and did not address the issue that was summarized. I have had numerous email and phone call exchanges with Nintendo to discuss the matter and approached the Better Business Bureau because I was not satisfied with their response. I misread the email and thought I didn't need to respond because Nintendo did not directly address the issue. My apologies for missing the 7-day deadline. I would appreciate a response from Nintendo justifying why they have refused to provide a full refund as requested.

      Regards,

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

      Business Response

      Date: 12/09/2024

      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: 12/09/2024

       
      Complaint: 22602909

      I am rejecting this response because: This response just leaves contact information to call and does not actually provide any response to my inquiry about a refund. I have already exchanged numerous phone calls and emails with Nintendo and not achieved the desired result. I need to understand Nintendo's justification for why I am offered a small partial refund vs. the whole amount requested.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:11/23/2024

      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 made several monetary transactions on the app Pokemon Trading Card Game Pocket. Transaction costs totalling $339.12.November 8th $145.64 November 17th $1.05 November 22nd $192.43 Paying for product includes an in-game currency called "pack points."While scrolling through purchasable cards, a small bit of lag and a large finger caused me to push "exchange" instead of the *** button to leave. The two buttons are right next to each other. Upon accidentally hitting "exchange" my pack points, that i paid to acquire, were immediately taken and the card issued to me. There was no secondary prompt such as "are you sure you want to spend points to purchase this card?" Nothing like that at all. The second the button is pushed, even by accident, that currency is spent. Since it was a complete accident, as I already owned the card, I contacted Nintendo support to ask them to undo the card purchase, letting them know that I was simply browsing the card selection but an accidential push of a "one click to buy" button right next to the *** button caused me to incorrectly purchase an item I did not want. Contacting Nintendo support was met with a response akin to "sorry, we dont help. S**** you." Followed by a secondary email with a threat that if i contacted customer support again, they would close and ignore any issues I could ever potentially have for the foreseeable future. Although the support staff was professional in their wording, their conduct is absolutely unacceptable. The company made $150 million in the first 2 weeks. A "screw the customer" attitude is absolutely unacceptable, as well as threats to withhold future support for asking for assistance.

      Business Response

      Date: 11/24/2024

      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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