Review Time
I pre-ordered Pokémon Legends: ZA from My Nintendo Store, choosing the Nintendo Switch 2 version specifically because it came with bundle items and preorder bonuses. The order arrived on release day (16/10), but they sent me the wrong version — the Nintendo Switch (original) edition.Mistakes happen, and I wasn’t angry about that. What has been frustrating is the way Nintendo has handled everything since.When I discovered the mistake, I tried contacting customer support. Live chat was unavailable, phone lines rang out, and the only reply I received asked for photos, which I sent immediately. Then I heard nothing for days. By the time they eventually responded, almost a week had passed and I still couldn’t play the game I had pre-ordered.Because I had no idea when, or even if, the issue would be resolved, I purchased the digital upgrade pack so I could access the correct version — meaning I paid twice. I did this in good faith, assuming that once the original error was confirmed, Nintendo would simply refund the difference.Instead, I’ve now spent over a month going back and forth in emails, receiving different answers from different agents. At one point I was told I could return just the game. Later I was told I had to return the entire bundle, including all preorder bonuses I’ve kept sealed because I was worried they might be required for a return.Throughout this whole period, Nintendo has been completely unwilling to offer the simplest and fairest solution:refund the cost of the upgrade so I’m not out of pocket for an error I didn’t cause.I’ve never asked for compensation for the time, stress, or inconvenience — just to pay the correct price for the product I ordered. Instead, I’ve spent more than a month trying to resolve something that should have been fixed within a day.At this point, it seems unlikely the issue will be resolved in a way that acknowledges the time and effort involved. It’s incredibly disappointing from a brand I’ve trusted for years.
I ordered 2 copies of pokemon Legends Z-A from My Nintendo Store. I only received 1 copy and the preorder bonus. It clearly says “2” on the items being delivered. I raised a ticket with them not even 15 minutes after getting home and opening my parcel. Unfortunately I’m not a content creator so I didn’t do an unboxing video proving I only received 1. In addition to this, both their Call Us and Live Chat features have been unavailable since raising the issue. This was the 16th October 2025. It took them until the 22nd October for them to acknowledge the ticket. I kept asking for updates and all they could tell me was that it had been escalated and is being dealt with. Then on the 5th November, I get told that I am denied a refund or replacement as it was correctly shipped. They have refused to show me the evidence of such and have said they can’t help me any further. The game is £58.99. To a company like Nintendo that’s nothing.
Placed an order in June. Have not received the item despite being expressly told it will arrive today. No way to contact support via phone or live text chat, only email. Support articles are a mess and incredibly hard to navigate and attempting to contact them via FAQ just opens another set of FAQs. I would stick to buying games in person instead of using their website.
This is the second time ive had an issue with them, first time they double charge me for a game and leave me 6 months with no contact, my bank tried to contact them and they ignored them too so my bank took the money back due to lack of communication. This time ive bought a special edition of pokemon and someone has clearly stolen some of the items from the box.
Trying to return a Nintendo Switch 2. Their return process on the website is errorring so I cannot progress any further to process the return.I emailed their customer service and have yet got a response back to advise how I need to proceed.Their aftersales and services are very poor. I stick with Amazon next time.
Pre ordered a carry case for my Switch 2 with release date 05/06/2025 on the 29th of April. Gets closer to the date and my other stuff gets a shipping notice but not the case. Order shows as completed and tracking states Royal mail is expecting it, I suspect it's never been shipped.Contact Nintendo store uk on 6th June the next day and escalate on the 10th of June and still have not heard back from anyone regarding a refund for the item they never shipped.Only options for contact are email and they are incredibly slow to respond. Any other company would be able to deal with a simple issue like this within a week tops as its very obvious they haven't shipped it. Instead they are holding my money hostage to their awful customer service.I will be raising this as a credit card dispute and reporting the store to trading standards.
I Pre ordered accessories for the switch 2 and 1 of the products never arrived. The customer service staff gave me the run around and after 17 emails back and forth over, 10 days, they are refusing to ship the missing product or to give me a refund. I have now lodged a complaint with consumer protection.
Defective Switch 2 Delivered on release day from their store. It won’t turn on - AT ALL. Customer Service phone and chat have been “Unavailable” for days and they’re not responding to email requests (it’s the 9th now - still nothing). So Nintendo launched this console and shut their phone off - horrible service. They defo should have anticipated an influx of calls and increased their phone/chat agents. Any other retailer would have had a customer service rep available to deal with a simple exchange. Now stocks are sold out, can’t even buy a replacement elsewhere just left with a brick in a box, and a couple disappointed kiddos.Tech support is sometimes reachable but they can only suggest to create a repair - crazy option for a brand new system. Not to mention the turn around time could take longer than restocks. Total headache, buy your products ANYWHERE other than direct from Nintendo, they’ll only let you down.
Absolutely appalling customer service. They run off a foreign call centre, and really do not value customers and fans at all.I was super excited to see that the Pikmin vases had come back in stock, but they were quite expensive. My husband had got a bonus at work, so he said I should go ahead and order the set of 3 (even though there isn’t even a small discount for purchasing the ‘bundle’- they’re exactly the same price as buying individually).When they arrived, 2 of the 3 vases were perfect. However, the blue pikmin’s eye glaze was coming off. Someone had packaged it like that and sent it off. I complained. In response, the customer service were not apologetic at all. They offered no gesture of good will. They told me that, although they were each available individually, if I wanted a refund or replacement, I’d have to return ALL 3, even the 2 that I was happy with. And if I wanted a replacement, as they were low on stock, I’d have to be put on back order, and possibly wait MONTHS for my replacement. Just returning one was out of the question.This does not make me feel good about giving them my custom. I’m trying the customer ‘support’ line one more time. If this doesn’t work, I will be returning everything, and never purchasing from My Nintendo’s store ever again. This has been a horrible experience. Please avoid it. Your money is better spent elsewhere.
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