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 New York

  10 Rockefeller Plz New York, NY 10020-1903

• 

  Nintendo of America Inc

  PO Box 957 Redmond, WA 98073-0957

• 

  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:04/26/2024

  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.

  On 04-23-24 I purchased a $10.00 Nintendo Switch EShop card from ******* , the code cannot be read and it's damaged cannot be used. ******* refuses to refund the money and Nintendo customer service refuses to resolve the is*** as well . Someone is gonna get ***d in civil court I might *** both companies with my attorney next month for the money I'm not playing

  Business Response

  Date: 04/27/2024

  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.

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21632514
  
  I am rejecting this response because: there's no response from business and not resolved 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2024

  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: 05/15/2024

   
  Complaint: 21632514
  
  I am rejecting this response because: the business did nothing but make excuses and disrespect me on the phone . I'm making this into a legal matter with attorney general office and if still not resolved then will file lawsuit with my attorney 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order on the Nintendos website at 9:22 PM PST yesterday April 20th. I immediately wanted to cancel the order upon purchasing. I tried to contact customer service, but it was out of their business hours at that time. I looked up on ****** that they do not allow customers to cancel the orders in website, but rather, you would have to contact support within the business hours. So I woke up today, and reached out to customer service via online chat around 10am and discuss to cancel the order since the Nintendo website stated that as long as the order has not been shipped, I can contact support to cancel. And the website has stated that it has not been shipped. The online chat agent said they will not be able to cancel the order for me due to the order is prepared to ship. I also called in, and the supervisor refused to cancel the order for me or to provide me a free shipping label. This means that I will have to pay for the shipping out of pockets when I could have never cancelled this order on time to begin with. The supervisor insinuated that I could have cancelled the order at 6am, which I found that to be ridiculous considering today is Sunday, and I reached out at 10am. There was never a cancel button on the page, which creates difficulties for customers that wants to cancel. Additionally, I would have to pay for the return label out of pocket when the problem here clearly is not my fault.

  Business Response

  Date: 04/27/2024

  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:04/01/2024

  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.

  I purchased 2 nintendo switch consoles for my sons in December. On March 7th, I was at my desk when I saw one of the consoles that were charging light up. There was a message on the screen that said to power it off and power it back on. It also said that if this does not fix the problem then call the customer service number. I did just that. It never came back on. I went through all the troubleshooting steps provided by the website and it still never came back on. I called customer service and switched to the text system. At that time we opened a repair request. When I went to my account to print off the information I noticed the agent did not submit the correct problem (I have the text conversation where I stated and he acknowledged the problem). I started a new repair and sent the console as directed. The console was in perfect condition.When checking the website, it said I needed to contact nintendo. I did. Nintendo proceeds to tell me that there is physical damage to the console. I stated that is not the case and ask for additional details regarding the damage. Two agents said there were not additional details just that I would have to pay for the repairs despite the warranty, the message, and the fact that the system lost power with a message. The console has never been dropped. It was shippped in wrap, bubble packaging, and in a thick box. It is beyond me why Nintendo is refusing to honor the warranty. It is also unacceptable to not provide evidence of why they are refusing to honor the warranty. I would like to have the switch repaired under warranty as the only problem was it no longer came on after showing a message stating it encountered a problem. It seems as if it is easy to make a claim without proof however that does not work when I know there was no damage to the switch.

  Business Response

  Date: 04/02/2024

  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:03/24/2024

  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.

  I've sent in 2 of my Nintendo ****Cons for repair on early March 2024 because my ****Con control sticks were also drifting (repair order # ********). However, after I received my repaired ****Cons on March 22, I've noticed they were not my original ****Cons. The replacements exhibited heavy sign of usage and were noticeably uncleaned, with potentially human dead skin and bodily fluid sticking in the gap the controller sticks and the casing.I've contacted Nintendo's customer service on March 23 to look for ways to resolve this issue. I requested one of the following solutions:(1) Nintendo should ship me back my original ****Cons once they are repaired, or (2) Nintendo should exchange my original ****Cons with new or refurbished ****Cons with new or like-new casing, buttons, control sticks, and other external parts that are clean and free from major scratch.The customer service representative said they were unable to do either of that because (1) Once the repair center received the ****Cons I sent in, they would recycle my ****Cons, and (2) They would then send me the so-called "factory certified products" that tested to be fully functionally.They suggested that the best I can do is to sending in my replaced ****Cons to try again, but they were unable to provide either my original ****Cons or new replacement.I found the suggestion unacceptable and potentially violating the terms and conditions that I agreed to when I submitted the repair request. I've attached the acknowledgment and ****************** in the repair process, but neither seemed to mention that my ****Cons would get recycled and I would received a replacement in worse condition.

  Business Response

  Date: 03/24/2024

  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.

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21478920
  
  I am rejecting this response because I've already tried to reach out to Nintendo's customer service prior to submitting a complaint. Their response doesn't provide any meaningful way to resolve the problems.
  
  Sincerely,
  
  **************

  Business Response

  Date: 03/25/2024

  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: 03/25/2024

   
  Complaint: 21478920
  
  I am rejecting this response as Nintendo had been replying with boilerplate response. Ive already called Nintendo **************** before reaching out to ********************. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 04/05/2024

  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:03/20/2024

  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 just receive a notification from my credit card company that Nintendo took 2 times $100 from my credit card.I have no consent for those payments. I simply wanted a refund. They don't have an available way to reach out to them. Here is the US, how a company doesn't provide a communication channel. But on top of that they withdraw hundreds of dollars in a blink of an eye. I want my money back. This is a scam.

  Business Response

  Date: 03/20/2024

  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:03/19/2024

  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.

  Hello, my account has been recharged for over sixty dollars. For some reason, Nintendo has restricted my account. I contacted them and they were very tough. They did not lift the ban or issue a refund. I hope this can be resolved. My Nintendo account ***************

  Business Response

  Date: 03/19/2024

  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:03/11/2024

  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.

  It is impossible to get ahold of the **************** I have been having issues with one of my games and I reached out first to Nintendo Support where they told me to contact Pokemon Support. I got back an automated email saying I need to contact Nintendo Support without an agent looking into my issue at all. I have spent a lot of money with the **************** both with their games, merchandise, cards, etc. I just want for a resolution to my problem. I don't receive assistance from Pokemon Support whatsoever; if you try and call, you instantly get hung up on and told to go to the support page. You go to the support page, you get an automated email telling you to call someone else who cannot help. This is absolutely ridiculous. The issue I am having is regarding Pokemon Legends: Arceus and can apparently only be solved by Pokemon Support.

  Business Response

  Date: 03/12/2024

  Hello *****,

  Thank you for reaching out to us. Please note, for the games on Nintendo systems, you would need to speak with Nintendo support as the ***************************** does not develop or support those games. We do not have the systems in place or knowledge to be able to assist as they are not our products. The only support we would be able to provide in a limited capacity is for the product Pokemon HOME which is the product used to transfer Pokemon between games. Any other support would have to come from Nintendo. We do apologize for any confusion!

  
  Thank you and have a great day.

  
  The ***************************** Support Team.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21418847
  
  I am rejecting this response because: As stated, I have already contacted Nintendo Support (a variety of times as well) and I have consistently been told I need to contact Pokmon Support. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/03/2024

  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:03/11/2024

  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.

  We ordered a Nintendo Switch - OLED Model White set from Nintendo, which values 500 usd. However, the package is lost. And they did not request signature for such a high value package. We tried to contact Nintendo customer service several times. However, they blamed the fault on us, and was not willing to provide any helps.

  Business Response

  Date: 03/12/2024

  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:03/09/2024

  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.

  I am the original owner of a special edition console that included a digital copy of Wind Waker HD and I am no longer able to access the digital copy of the game I paid Nintendo for. They are refusing to fix this issue.

  Business Response

  Date: 03/09/2024

  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.

• Initial Complaint

  Date:03/08/2024

  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 have never in my entire life seen a foreign company so corrupt, or so completely committed to stealing money from American people. It is absolutely unbelievable that they are even allowed to conduct business in ***************** of America. They should be banned from our country forever until they learn to respect our laws and consumer protected rights as Americans. For four hours I attempted to register and give my credit card information for a 14-day free trial. I had to enter my password over 100 times. They just want to steal your credit card information and sign you up to auto-renewal. And it is impossible to find out how to cancel auto renewal. And you don't get any product when you give them your credit card. And they're customer support chat is literally just a button that leads to nowhere. You can't even click it. They are just foreign thieves. They have no customer service. They have no product. I have been trying to pay for it and use it for four hours. These absolute scum bag rats. How are they even allowed to conduct business in the **?? Even in *****, *******, ****, etc. this kind of deception and disgust wouldn't be allowed. How have they not been banned from the ** yet?

  Business Response

  Date: 03/08/2024

  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.