Complaints

This profile includes complaints for Nintendo of America Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nintendo of America Inc

  4600 150th Ave NE Redmond, WA 98052-5113

• 

  Nintendo of America Inc

  PO Box 957 Redmond, WA 98073-0957

• 

  Nintendo New York

  10 Rockefeller Plz New York, NY 10020-1903

• 

  Nintendo of Canada

  150 2925 Virtual Way Vancouver, BC V5M 4X5

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

• Initial Complaint

  Date: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:04/16/2025

  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. 

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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.

  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:

  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.

  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:

  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.

  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:

  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.

  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:

  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 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,
  
  ********* ******