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Business Profile

Wholesale Video Games

Nintendo of America Inc

Headquarters

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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    Customer Complaints Summary

    • 197 total complaints in the last 3 years.
    • 57 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:06/30/2022

      Type:Sales and Advertising 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.
      On June 30, Nintendo listed a limited edition release of the Xenoblade Chronicles 3 Special Edition for preorder on their website. After adding it to my cart, I was unable to complete my transaction after being prompted to log into my MyNintendo Account. I kept getting a message stating that since I logged on, they merged what was in my cart with my logged in profile, but I was unable to actually access the items in my cart or proceed to checkout. About an hour later, I was able to proceed to checkout and was brought to the "secure checkout" page. After confirming my address, my shipping information, and my payment information, I hit "Purchase" and waited for my transaction to go through. I gave it some time given that the servers were busy again, but after an hour of waiting, I saw notification on ******* that the item I wanted was sold out and so my order never actually went through. When I contacted Nintendo's support site directly, I was told that because the item was sold out, there was nothing they could do. Even though I submitted my transaction request an hour before the item was allegedly sold out.

      Business Response

      Date: 07/11/2022

      We spoke with ******* on 7/7 to further discuss the issue, options in the future, and received confirmation they were able to place an order successfully. We now consider this matter resolved. 

      Customer Answer

      Date: 07/11/2022

       
      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:06/26/2022

      Type:Product 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.
      They Stole my money now for $180.00 and it's been a mouth now.

      Business Response

      Date: 07/07/2022

      We will be happy to assist, but we have been unsuccessful in our attempts to contact this consumer. She is welcome to contact us at the number provided in our email correspondence. 

    • Initial Complaint

      Date:06/25/2022

      Type:Product 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.
      Set up a repair on a Nintendo 3ds, shipped item to Nintendo with the *** label they emailed us. Nintendo contacted us to let us know that they received grey shorts instead of the Nintendo 3ds, and they set up a claim through **** *** claimed no fault, and denied the claim, and then Nintendo threw out the package, and *** deleted the tracking number from their system. We would like to be reimbursed for our missing system. Attached is a log of emails from Nintendo regarding the interactions, and *** email with (now missing) shipping label.

      Business Response

      Date: 07/07/2022

      We spoke with ***** on 6/26 and reiterated that as this case has been thoroughly reviewed / was determined we received shorts (not the intended Nintendo console), we are unable to repair, replace the console for free or reimburse ***** for the cost of the console. We offered to assist with purchasing a new console and ***** stated she would discuss the option with her son. We have not heard back from ***** but would happy to assist in a purchase of a replacement console. We have reached the extent of our ability to assist in this matter outside of a purchase for a new console.

    • Initial Complaint

      Date:06/22/2022

      Type:Product 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.
      Bought nintendo switch in march 2022 game cartridge wont stay inserted only played game handful of times .Contacted nintendo they want 117 dollars to fix it saying it wasnt manufacture defect. I paid over 300 dollars for a product that didnt last three months. On a product that has a 12 month warranty I told them to send it back I want a full refund immediately .

      Business Response

      Date: 06/25/2022

      We have spoken to ************** and he has declined all available repair options. We have referred him to the retailer to explore refund options through their refund policy. If he decides to set up a repair, he is welcome to contact our *************************** at **************. We are open every day from 6 am to 7pm, PST. 

      Customer Answer

      Date: 06/25/2022

       
      Complaint: 17460030

      I am rejecting this response because I want partial refund due to the fact nintendo had me on the phone for an hour setting up repair. and once they had it did nothing to fix it instead decided the switch was not covered under manufacturer after only having unit for about two months .              so  they sent it back saying they wont fix it unless I pay them 117 dollars. they express a twelve month warranty they should have stood behind there product instead of wasting my time.

    • Initial Complaint

      Date:06/20/2022

      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.
      My Nintendo account was deleted without my authorization. I am trying to use my previous purchases and they claim I have to repurchase everything because someone deleted my account. They claim they have no record it was me who deleted the account but cannot help me and want me to buy everything again. This is unethical, I have email copies of all my receipts showing that its linked to the same email. They said sorry cant help you; please buy everything again.

      Business Response

      Date: 06/21/2022

      Our records indicate the Nintendo Account in question was deleted on the consumer's end in January of 2020. Unfortunately, due to standard policy, as well as age in which the account was deleted (over two years ago), we are unable to recover purchases tied to that account. We have unfortunately reached the extent of our ability to further assist in this matter. This was facilitated to ****** o 6/20/22.

    • Initial Complaint

      Date:06/17/2022

      Type:Product 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.
      They Stolen $180 and they Won't Give me a Full Refund now. They keep telling me the Same stuff OVER AND OVER AND OVER now. I'm DONE WHITH THEM NOW.

      Business Response

      Date: 07/06/2022

      We have not heard from this consumer since her last complaint to the BBB office. When we reached out to her to assist we were unable to reach her. We will be happy to assist if she should reach out to us again at the number provided in our email correspondence.

    • Initial Complaint

      Date:06/10/2022

      Type:Customer Service 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 would give Nintendo customer service a zero if I could have but it wouldnt allow me so here it goes.My husband was in ***** for work and was traveling from ****** to Ibiza ***** and someone stole his work backpack with his life in it at the airport in Ibiza. The content included work laptop(Apple MacBook), his OLED Nintendo switch, tons of medications(heart pills, etc), chargers for all the devices, Apple mouse, cash, CCs, Apple AirPods, a headphone and the lists goes on. Filed a report with Apple but that was a brick wall but his job is currently tracking the computer. Luckily my husbands work laptop is secured and the thief will not be able to get past opening the laptop! My husband had purchased a Nintendo OLED switch in October 2021 while he was in ********** for work and it was actually purchased for our autistic son, but took the switch with him because he was going to ***** and it was going to be a long flight. I called Nintendo to report the theft, gave them the device ** and was also willing give them the police report from *****, our receipt from target and whatever else they would have needed to prove that the switch belonged to us. When the representative pulled up the ** he said, wow this isnt your husbands account, someone else is using it. He also stated that Ill have to speak to a manager to see if I could get this issue resolved. Anyways, I was transferred to a manager and I had to wait like 20 mins before someone came on but my hopes were severely crushed when I was told that Nintendo protects the privacy of their customers and theyre unable to block the account thats using the switch. Umm, my husband is the one who paid his hard earned money for his/my autistic sons switch and its not the freaking thief who is currently using the switch. So let me remind you again, Nintendo is protecting their new customer a bag swiping thief and the person who was violated is now a non customer!

      Business Response

      Date: 07/13/2022

      We reached out to the consumer via email on 7/2/22 requesting they call in for further assistance, however we have not received a response from them. We'd be happy to further assist, should they reach out to Nintendo of America's **************** dept. 

    • Initial Complaint

      Date:06/05/2022

      Type:Customer Service 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.
      Someone is unlawfully using my daughter’s Nintendo Switch account as the primary account holder. She is unable to access her account, change passwords, play purchased games, etc. The used ID associated with her account is ***********. She contacted customer service today and they said they can do nothing about it. I find this to be unacceptable given unauthorized use is through Nintendo and want to make sure her account is cleaned and the games she has purchased are usable only by her.

      Business Response

      Date: 06/16/2022

      This issue has been resolved. Should there be any further questions or concerns, please call our Consumer Service Department at 1-800-255-3700. We are open every day from 6 am to 7pm, PST.

      Customer Answer

      Date: 06/16/2022


      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:05/25/2022

      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 put the wrong date of birth on my daughters Nintendo account. When I called Nintendo they told me I would need to create a new account, but they would be able to transfer data. This was completely false. They didnt transfer data and her animal crossing island is gone. She spent years building this and while I have spoken to them many times they have not been able to correct the problem.

      Business Response

      Date: 05/26/2022

      Due to the type of account violation on the referenced account,action was taken to delete the account per standard policy. Unfortunately save data is not retained when an account is deleted. As facilitated to ******* on 5/25,it is not possible to restore save data from a deleted account and we have reached the extent of our ability to assist. Should they have additional questions, they are welcome to contact Nintendos customer *************

      Customer Answer

      Date: 05/26/2022

       
      Complaint: 17255810

      I am rejecting this response because:

      This is not an acceptable response. I was not told this in the beginning of the process and disagree in totality that this was well known at the start of this process. I was told the opposite actually, specifically that data could be transferred. My daughter has spent hours building this island and it makes no sense that they cant assist her in rebuilding the island in some way due to their unwillingness to address a technical issue. Furthermore, we have spent not only a lot of time, but also a lot of money on Nintendo products specifically animal crossing, which is now essentially worthless. 


      Sincerely,

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

    • Initial Complaint

      Date:05/25/2022

      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.
      Last week some time may 2022 I sent my son's nintendo switch in for repair the cost of the nintendo is $300 and the repair was $115 plus shipping they said they sent his nintendo switch back but we never received it when I called first it seemed they were going to send out another one but then all of the sudden they came up with a story that it's been active to my son's mom email address which is not true and doesn't matter if someone took it off the porch my son has never had to log in using anything before why did they leave an item like this on the porch it should have been hand delivered now they are not being cooperative and are saying we have the switch horrible customer service

      Business Response

      Date: 05/25/2022

      A supervisor from Nintendo's Consumer Support team spoke to ************** on 5/25/2022, during which the recommendations for their situation were outlined. If Mr. Brown has any updates or further questions, they are welcome to contact Nintendo of America's Consumer Support team at ************. An agent will be available and ready to assist from 6:00AM to 7:00PM PST, Monday through Sunday.

      Customer Answer

      Date: 05/25/2022

       
      Complaint: 17255044

      I am rejecting this response because:

      Sincerely,

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

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