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Nintendo Reviews, Complaints & Contacts

Nintendo of America Inc. is the Redmond, Washington company that Nintendo's U.S. pages name for consoles, games, Nintendo Switch Online and service. Nintendo's terms include arbitration clauses, and two federal lawsuits are pending.

REVIEWS & COMPLAINTS4on USAComplaints · none in 2023-2026 · latest 2009
WEBSITEnintendo.com
HEADQUARTERSRedmond, WA
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Contacts

PhoneAddress

Customer service & general contact

Official website

Other contacts

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Locations

  • Headquarters4600 150th Ave NE, Redmond, WA 98052
EDITORIAL

Company Information

BBB and Trustpilot figures

Legal name
Nintendo of America Inc.
Business type
U.S. subsidiary-level operator of Nintendo's North American business (Nintendo Switch consoles and games, Nintendo eShop, Nintendo Switch Online, Nintendo Account, service and warranty), listed by Nintendo Co., Ltd. as a principal affiliated company
Website
nintendo.comSource: Nintendo US website, checked
Headquarters
Redmond, WASource: Terms of Use section 13 mailing address and BBB profile address, checked
Owned by
Nintendo Co., Ltd.Source: Hoffert v. Nintendo of America Inc docket entry 13, checked

Nintendo of America Inc. is identified in Nintendo's own Terms of Use and warranty pages as the U.S. provider, at 4600 150th Ave NE, Redmond, Washington 98052, with a published hotline, (800) 255-3700, a support site and a mailing address. The BBB file for the company shows incorporation on February 23, 1982 and a D- rating with the complaint figures given in the complaint record. Nintendo Co., Ltd. lists the company among its principal affiliated companies, and Nintendo of America's own court disclosure statement of May 22, 2026 identifies Nintendo Co., Ltd. as its corporate parent. Official channels are nintendo.com and support.nintendo.com; resellers and third-party sellers of Nintendo products are separate businesses.

EXTERNAL SOURCE

Independent Sources

BBBNintendo of America Inc, Redmond, WA
25 reviews · 238 complaints · BBB business grade D- · average customer rating 1.28 / 5
Figures checked
Trustpilotwww.nintendo.com
1,418 reviews · TrustScore 1.3 / 5
Figures checked
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

4 complaints linked to the Nintendo profile are published on this site (2008-2009). None are from 2023-2026.

EDITORIAL

Complaint record: BBB and Trustpilot, and USAComplaints

BBB. On the BBB profile for Nintendo of America Inc, Redmond, WA the page says 'NOT BBB Accredited', shows a D- rating. The page gives as reasons '110 complaint(s) filed against business that were not resolved' and 'Failure to respond to 4 complaint(s) filed against business'. The complaints tab shows '238 total complaints in the last 3 years' and '94 complaints filed in the last 12 months'. The reviews tab shows 1.28 out of 5, 'Average of 25 Customer Reviews'. BBB's letter rating and its review average are different measures, and BBB notes that displayed complaint text might not represent all complaints filed.

Trustpilot. The Trustpilot page for www.nintendo.com showed 1,418 reviews with a score of 1.3 and an unclaimed profile on October 18, 2026.

USAComplaints. usacomplaints.com links four older posts (2008 and 2009) to Nintendo. Two are reviews of Wii Fit, one is a general comment about the Wii and one is a positive review of the Wii; none describes a problem with an order, repair or refund. Other posts on USAComplaints that mention Nintendo products name resellers, sellers or promotion sites as the offender and are not counted here. These are single readers' statements and do not measure how many Nintendo customers have problems.

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EDITORIAL

Nintendo: repairs and warranty, returns, digital refunds, Switch Online cancellation and contacting Nintendo

People searching for Nintendo complaints may be dealing with a console or controller fault, a return or refund, a Nintendo Switch Online charge, or a hacked Nintendo Account. The routes come from Nintendo of America's own pages; check them for current wording.

  • Console or controller fault. Nintendo's warranty page says the Limited Warranty covers defects in material and workmanship for 'twelve (12) months from the date of purchase' for the original purchaser, and that Nintendo 'will replace the defective product, free of charge'. It also says 'Please do not send any products to Nintendo without contacting us first' and gives the Consumer Assistance Hotline as (800) 255-3700, 6 a.m. to 7 p.m. Pacific Time, Monday to Sunday (times subject to change).
    One product group includes Nintendo Switch 2, Nintendo Switch, Switch Lite and the OLED Model. For that group, the page says: 'The original purchaser is entitled to this warranty only if the consumer can demonstrate, to Nintendo's satisfaction, that the product was purchased within the last 12 months'. The page also says Nintendo 'reserves the right, at its sole discretion, to replace the product with refurbished parts or refurbished products'. The page adds that 'This warranty is only valid in the United States and Canada'.
    A separate block on the same page, for Game & Watch, 3DS-family and Wii U Deluxe/Basic products, words the purchase condition differently ('the date of purchase is registered at point of sale or the consumer can demonstrate, to Nintendo's satisfaction').
  • Joy-Con control sticks. Nintendo's Joy-Con article lists calibration and update steps and then says: 'the non-working Joy-Con controller will need to be serviced. Do not send in the console.' It describes an online service request for the Joy-Con only, available in the U.S. and Canada. The article is headed for 'Nintendo Switch, Nintendo Switch - OLED Model'; Nintendo Switch 2 and Joy-Con 2 are not named in its scope line, and the contact page lists a separate shortcut, 'Troubleshoot Joy-Con 2 or Joy-Con controllers'.
  • Out-of-warranty or not-covered repairs. Nintendo's Factory Service terms say service 'may also be available for a fee' where the warranty has expired or the issue is not covered. The Factory Service terms also say that if a product is sent in under warranty and found not covered, 'payment will be required before Nintendo will repair or replace your product'. A repaired or replaced product gets a service warranty of 100 days or the remainder of the original warranty, whichever is greater. The same terms say saved data may not be recoverable.
  • Returning something bought from the Nintendo Store online. The Nintendo Store return policy gives 30 days after delivery to return or exchange, excludes opened, unsealed or used items and all digital items, and says credits go back to the original payment method and 'should appear within two billing cycles'. Shipping is not refunded unless the product was damaged, defective or different from the order. The policy gives the U.S. returns address as 'Nintendo of America Inc. Attn: CS Returns 5001 150th Ave NE Redmond, WA 98052' (not the 4600 150th Ave NE address used for Terms of Use notices), asks for a registered or insured shipping method because 'Nintendo will not be responsible for lost or misdirected packages'. The page also says 'Nintendo reserves the right to limit or decline refunds or exchanges.'
  • Digital games, DLC and subscriptions. Nintendo's digital refund policy says: 'Except as authorized by Nintendo or as required by applicable law, all payments that you make through the Nintendo Account services (including pre-purchases and subscription payments) are final and non-refundable'. Separately, the eShop pre-order FAQ says a pre-order can be cancelled any time before payment is processed, which is 'up to 7 days before the game's release date' at the earliest.
  • Cancelling Nintendo Switch Online. Nintendo's article says auto-renewal can be turned off in the eShop or at accounts.nintendo.com at least 48 hours before the membership expires, that the membership stays active to the end of the term. The article also says that 'you will not receive any refunds or credits for the remaining time', and that once auto-renewal is turned off 'it cannot be turned on again'.
  • Contact channels. Nintendo's contact page lists the phone line, a chatbot ('available 24/7'), a help ticket (specialists 'typically respond within 24 hours') and live chat and text/SMS. The page shows these as open or closed by time of day, not as withdrawn: 'Our support specialists are available daily, except on observed holidays. We close at 7 p.m. PT' and 'We’ll be back at 6 a.m. PT' (the warranty page gives hotline hours of 6 a.m. to 7 p.m. Pacific Time, Monday to Sunday). Other numbers on the page: Text/SMS (425) 970-9648; 'Call +001 (425) 558-7078 if you are outside the US or Canada'; and 'TTY/TTD users, please call 711'. Written Terms of Use matters (section 13(a)) can be mailed to Nintendo of America Inc., Attn: Terms of Use, 4600 150th Ave NE, Redmond, WA 98052.
  • Hacked or locked Nintendo Account. The contact page lists 'Issues signing in' as a popular topic and offers the chatbot, a help ticket and the phone line; the Nintendo Account User Agreement is the governing document for account services. The only security guidance quoted is from Nintendo Co., Ltd.'s 2020 notice, which asked users not to reuse passwords and to enable two-step verification.
  • If a dispute is not resolved. Two documents contain arbitration clauses with different scope. The Nintendo Account User Agreement (US), effective 05/2025, section 16, covers the Nintendo Account Services (eShop, Nintendo Switch Online and account purchases) and says a Claim 'may only be settled by binding individual arbitration conducted by the American Arbitration Association'.
    Its opt-out (section 16(j)) must be sent in writing to 'Nintendo of America Inc., Attn: CS Admin, 4600 150th Ave NE, Redmond, WA 98052 within 30 days of the date on which you have first agreed to be bound by this Agreement'. The notice 'must include the name of each person opting out, contact information for each such person, and the email address registered to your Nintendo Account'.
    Section 13 of the Terms of Use applies to the nintendo.com website and other Services that link to those Terms, with its own 30-day opt-out to the same 'Attn: CS Admin' address. See the section on the terms. BBB also accepts complaints about this company.

Other businesses on this site that sell or advertise Nintendo products (resellers, eBay sellers, 'free console' offers) are separate companies from Nintendo of America; posts that name such businesses as the offender are not linked to Nintendo.

EDITORIAL

Court record: a closed Magnuson-Moss warranty case and two pending class actions against Nintendo of America

Court records

Diaz v. Nintendo of America Inc, No. 2:19-cv-01116 (W.D. Wash.). CourtListener lists the case as filed July 19, 2019 under the Magnuson-Moss Warranty Act (15 U.S.C. 2301), nature of suit 'Contract Product Liability'. The docket shows repeated minute orders directing the parties to file a joint status report 'within fourteen (14) days after the completion of arbitration' by a set date. The docket also shows a stipulation and proposed order for dismissal filed May 10, 2024 under Federal Rule of Civil Procedure 41(a)(1)(A)(ii), with the case terminated on May 13, 2024.

More on the lawsuitsShow less

The case was a putative class action; the court's order of March 2, 2020 granted Nintendo's motion to compel arbitration, denied its motion to dismiss and stayed the proceedings pending arbitration. The docket entries read do not summarize the claims beyond the Magnuson-Moss statute or state any settlement terms, so none are stated, and the case is not described as concerning any particular product. CourtListener's search for 'Nintendo of America' and 'Joy-Con' also returned other dockets (including two 2025 miscellaneous matters captioned J.A. v. Nintendo of America Inc, a Court of International Trade matter and patent cases against Nintendo Co., Ltd.).

Hoffert v. Nintendo of America Inc, No. 2:26-cv-01360 (W.D. Wash.), pending. Filed April 21, 2026 by two individual plaintiffs. The complaint says: 'This class action arises from Nintendo’s retention of windfall profits generated by unlawful tariffs imposed by the federal government under the International Emergency Economic Powers Act'. It pleads unjust enrichment, money had and received, a Washington Consumer Protection Act claim and declaratory relief, and alleges that Nintendo raised prices to offset tariffs and may recover the same payments from the government. These are the plaintiffs' allegations, not findings.

Nintendo of America filed a motion to dismiss (docket 21) and a motion to compel arbitration (docket 23) on July 20, 2026. The docket shows plaintiffs' response on August 19, 2026 and Nintendo's reply on September 4, 2026, and a court notice of July 21, 2026 deferring a case schedule until it rules on both motions. A notice of voluntary dismissal as to one of the two plaintiffs was filed on August 19, 2026. The latest docket entries seen on October 14, 2026 were pro hac vice matters; no ruling on the motions appeared in the entries read.

Cantu v. Nintendo of America, Inc., No. 2:26-cv-01520 (C.D. Cal.), pending. The second amended class action complaint (document 22, filed September 8, 2026) says the defendant removed the action to federal court on February 12, 2026. The complaint also alleges 'covert interception and disclosure' of visitors' communications with www.nintendo.com, under California Penal Code section 631(a), intrusion upon seclusion and the California Constitution's right to privacy. These are the plaintiff's allegations; later activity, Nintendo's response and any ruling are not described.

Why arbitration appears. Nintendo has two documents with arbitration clauses. Section 13 of the Terms of Use (which define 'Services' as 'www.Nintendo.com, and any other website or service that links to these Terms') provides for binding arbitration administered by the American Arbitration Association and a class-action waiver. The clause also provides a 30-day opt-out by written notice to 'Attn: CS Admin', and exclusive King County, Washington courts for appeals and matters not subject to arbitration. The Nintendo Account User Agreement (US), effective 05/2025, section 16, has its own clause for Nintendo Account Services, with an opt-out within 30 days of first agreeing to that Agreement.

PUBLIC RECORD

Court & Public Records

Diaz v. Nintendo of America Inc (Magnuson-Moss Warranty Act case)

Dismissed

U.S. District Court for the Western District of WashingtonFiled Docket 2:19-cv-01116Source ↗

Dismissed

A putative class action. CourtListener shows an order of March 2, 2020 granting Nintendo's motion to compel arbitration, denying its motion to dismiss and staying the case pending arbitration, then minute orders directing joint status reports after arbitration, and a stipulation and proposed order for dismissal filed May 10, 2024 under Fed. R. Civ. P. 41(a)(1)(A)(ii); the case was terminated on May 13, 2024. The docket entries read do not state any settlement terms.

Hoffert v. Nintendo of America Inc (tariff-related putative class action)

Filed

U.S. District Court for the Western District of WashingtonFiled Checked Docket 2:26-cv-01360Source ↗

Filed — no final outcome recorded

Pending. Plaintiffs allege Nintendo retained windfall profits from IEEPA tariffs (counts: unjust enrichment, money had and received, Washington Consumer Protection Act, declaratory relief). Nintendo moved to dismiss and to compel arbitration on July 20, 2026; briefing closed September 4, 2026; a notice of voluntary dismissal as to one of the two plaintiffs was filed August 19, 2026. No ruling appeared in the docket entries read through October 14, 2026. Allegations only.

Cantu v. Nintendo of America, Inc. (website privacy putative class action)

Filed

U.S. District Court for the Central District of CaliforniaChecked Docket 2:26-cv-01520Source ↗

Filed — no final outcome recorded

Pending. Removed to federal court on February 12, 2026; a second amended class action complaint was filed September 8, 2026 alleging interception and disclosure of visitors' communications with www.nintendo.com (California Penal Code section 631(a), intrusion upon seclusion, California constitutional privacy). Allegations only; later docket activity was not reviewed.

EDITORIAL

Nintendo of America Inc.: who the U.S. operator is, how it relates to Nintendo Co., Ltd., and the 2020 Nintendo Network ID incident

The operator. The Terms of Use and warranty pages for the U.S. name Nintendo of America Inc. at 4600 150th Ave NE, Redmond, Washington 98052, and the Nintendo US website footer states that Nintendo of America Inc. headquarters are in Redmond, Washington. BBB's profile for its Nintendo of America Inc file lists a business start of January 1, 1981 and incorporation on February 23, 1982.

Relationship to Nintendo Co., Ltd. The company profile on Nintendo Co., Ltd.'s corporate site (Kyoto, Japan) lists Nintendo of America Inc., Nintendo of Canada Ltd. and The Pokémon Company among its 'Principal Affiliated Companies'. That page does not state ownership percentages. In a federal court filing, Nintendo of America Inc. itself filed a corporate disclosure statement (Fed. R. Civ. P. 7.1(a)(1)). The docket describes it as 'identifying Corporate Parent Nintendo Co., Ltd. for Nintendo of America Inc.' (Hoffert v. Nintendo of America Inc, docket entry 13, May 22, 2026). The entry does not state a percentage. The Pokémon Company is a separate business and is not covered.

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Terms and privacy documents. The Terms of Use page shows 'Last Updated: May 24, 2016' and the privacy policy page shows 'Last Updated: 4/2026'. The Terms of Use say the Services may not be used by anyone under 18 without parental supervision and agreement.

2020 Nintendo Network ID incident (company notice). Nintendo Co., Ltd. published a notice in Japanese dated April 24, 2020 and updated June 9, 2020.

In it, Nintendo reported that logins using IDs and passwords obtained outside Nintendo's services had been used to sign in to Nintendo Network IDs from early April 2020. The notice says the logins were also used to sign in to some linked Nintendo Accounts. It put the first group at about 160,000 NNIDs and, in the June update, about 140,000 more. It said fewer than 1 percent of the affected NNIDs worldwide were associated with possible unauthorized transactions through Nintendo Account, that refunds were being processed, and that credit card numbers were not among the information that could have been viewed. It asked users to avoid reusing passwords and to enable two-step verification. This section summarizes the company's own statement; it is not a finding by a regulator or court.

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Company Relationships

  • Owned byNintendo Co., Ltd.
  • Affiliated withThe Pokémon Company
  • Affiliated withNintendo of Canada Ltd.
EDITORIAL

Frequently Asked Questions

How long is the Nintendo hardware warranty?

Nintendo's Limited Warranty page says Nintendo of America warrants to the original purchaser that a product is free from defects in material and workmanship for twelve (12) months from the date of purchase, and that Nintendo will replace a defective product free of charge. For the Switch-family product group it adds that the original purchaser is entitled to the warranty only if the consumer can demonstrate, to Nintendo's satisfaction, that the product was purchased within the last 12 months. The page also says that Nintendo may replace the product with refurbished parts or products, and that the warranty is only valid in the United States and Canada. The page also says not to send products without contacting Nintendo first.

Do My Nintendo points expire?

My Nintendo points are redeemed for Nintendo-themed rewards through the My Nintendo website. Platinum Points are earned by completing missions related to the My Nintendo service or smart device applications and are valid until the last day of the month 6 months after they are earned. Nintendo's page says it is no longer possible to earn Gold Points; Gold Points are valid until the last day of the month 12 months after they are earned. Points cannot be transferred, sold or traded to other people, and one type cannot be exchanged for the other.

Is Nintendo a scam?

Nintendo of America Inc. is listed among the principal affiliated companies of Nintendo Co., Ltd., and Nintendo's US site states that its headquarters are in Redmond, Washington; its Terms of Use give the address 4600 150th Ave NE, Redmond, WA 98052. On the BBB profile, Nintendo of America Inc is not BBB accredited and shows a D- rating with 238 complaints filed in the last 3 years.

Is Nintendo legit?

Nintendo of America Inc. is listed under Principal Affiliated Companies on the corporate profile of Nintendo Co., Ltd., whose headquarters are in Kyoto, Japan. Nintendo of America's Terms of Use give its address as 4600 150th Ave NE, Redmond, WA 98052, and BBB's file shows it was incorporated on February 23, 1982. The Consumer Assistance Hotline is (800) 255-3700, 6 a.m. To 7 p.m. Pacific Time, Monday to Sunday (times subject to change); a chatbot, help tickets and live chat are on Nintendo's contact page, and the warranty page points to support.nintendo.com.

How do I get a Joy-Con with a faulty control stick repaired?

Nintendo's Joy-Con article says to update the console and controller, calibrate the sticks, and if that fails to set up an online service request for the Joy-Con alone, not the console. The service request is available in the U.S. and Canada. The article is scoped to Nintendo Switch and the OLED Model; it does not name Nintendo Switch 2 or Joy-Con 2. Whether a particular repair is free depends on the warranty and Factory Service terms.

Can I return a game or console bought from the Nintendo Store?

The Nintendo Store return policy allows returns or exchanges within 30 days after delivery for physical products bought directly from the Nintendo Store. It excludes opened, unsealed or used items and all digital items, and says shipping is not refunded unless the product was damaged, defective or different from the order. Returns go to 'Attn: CS Returns, 5001 150th Ave NE, Redmond, WA 98052' by a registered or insured method, and the policy says Nintendo 'reserves the right to limit or decline refunds or exchanges' and 'will not be responsible for lost or misdirected packages'.

Are digital games and subscription payments refundable?

Nintendo's digital products refund policy says that, except as authorized by Nintendo or required by applicable law, payments made through Nintendo Account services, including pre-purchases and subscriptions, are final and non-refundable.

Can I cancel an eShop pre-order?

Nintendo's eShop pre-order FAQ says a pre-order can be cancelled any time before payment is processed and the game is pre-loaded, which is up to 7 days before the release date. Payment is not taken earlier than that.

How do I cancel Nintendo Switch Online?

Nintendo's article says to turn off auto-renewal in the eShop account information or at accounts.nintendo.com at least 48 hours before the membership expires. The membership then runs to the end of its term, no refund or credit is given for remaining time, and auto-renewal cannot be turned back on once turned off.

How do I contact Nintendo support?

Nintendo's contact page lists a phone line ((800) 255-3700), a 24/7 chatbot and a help ticket with a typical response within 24 hours. The page shows live chat, text/SMS, (425) 970-9648 and the phone line as open or closed by time of day, with specialists available daily except on observed holidays, closing at 7 p.m. PT and returning at 6 a.m. PT. It also lists +001 (425) 558-7078 for callers outside the US or Canada and says TTY/TTD users should call 711. The Terms of Use also give a mailing address in Redmond, Washington.

Do Nintendo's terms require arbitration?

Nintendo has two arbitration clauses. Section 13 of the Terms of Use, which apply to www.Nintendo.com and other Services that link to them, provides for binding arbitration through the American Arbitration Association and waives class actions, except for intellectual-property claims and small-claims matters. The clause offers an opt-out by written notice to 'Attn: CS Admin' within 30 days of the start of use of the Services. The Nintendo Account User Agreement (US), effective 05/2025, section 16, governs Nintendo Account Services such as eShop and Nintendo Switch Online purchases: Claims 'may only be settled by binding individual arbitration conducted by the American Arbitration Association'. The opt-out runs within 30 days of the date the user first agreed to the Agreement and must include the name of each person opting out, contact information for each, and the email address registered to the Nintendo Account.

What did Nintendo say about the 2020 Nintendo Network ID logins?

In a notice dated April 24, 2020 and updated June 9, 2020, Nintendo Co., Ltd. said about 160,000 Nintendo Network IDs, and about 140,000 more in the update, may have been accessed using credentials obtained elsewhere. The notice also said that credit card numbers were not among the information that could have been viewed. This is the company's statement, in Japanese, and not a regulator finding.