Nintendo Reviews 43

Missed delivery. No updates - had to follow it up with them. Useless website, you can't get to a person, you can't use chat. After a week my expensive order is still missing. How do you 1. Not deliver on the date you give. 2. Not update when you miss said delivery. 3. Not even give any eta on when it is sorted.

Most awful ordering experience in longest time

I ordered 2 plush items for my son for his birthday and they were delivered within 2 days. Postage was not expensive and quick delivery
Will definately order again

"Quote".: (Direct Shipping): Official support states that there is no delivery on Saturdays or Sundays. This is usually true for the USA, but even in Germany, Saturday delivery by Nintendo itself is unlikely.

Amazon & other retailers:

Standard Shipping: Often only weekday delivery, but the shipment can be dispatched on Friday and arrive on Saturday.

Express/Premium Shipping: Sometimes there are options for Saturday delivery, but this must be explicitly selected and costs extra (e.g., with Amazon Prime and its specific service).

DHL: DHL delivers on Saturdays as standard, but the online shop must choose the shipping provider accordingly and offer the option.

Conclusion: If you want fast delivery, carefully check the retailer's shipping options; Saturday delivery is possible if the retailer offers express shipping or if standard delivery is dispatched on Friday, but it is not guaranteed. | Well, I ordered on Tuesday evening, with two packages, each significantly exceeding the €80 and €500 values. "Free instant delivery" within 1 to 2 days is advertised. The tracking code isn't working. It's now Sunday. No confirmation email for anything, except that the package couldn't leave the shipping depot, and even that was only on the website... The prices for the games, most of which are digital-only, are ridiculously low compared to reputable Amazon sellers, and they're not even physical copies. I compared it to importing a Switch 2 controller from England on Amazon, which was supposed to take at least four weeks for shipping... it arrived in just under three weeks. And that wasn't even express shipping. The Switch 2 is supposed to be "shipped" directly from a depot in Hamburg to Munich in 1-2 days?! Maybe slightly Cringe. And of course, the thing doesn't have an OLED display, so the scam can really pay off. It's bad enough that the console is, to put it mildly, technically lagging behind for more than half a decade, outdated or even worse than current standards. But hey, there's a silver lining, at least. The key fob that was supposed to be included free with the purchase of 500 platinum coins... It's already arrived. Now I have a fob that's not worth €3, but at least I don't have a €470 console. The fob, by the way, came from Berlin. That's about the same distance: six and a half hours by ICE train from Munich's main/Central Station. Miracles do happen... A slight wince of vicarious embarrassment, not to say miserably incompetent. That should be the company's guiding principle. Those who are greedy and don't deliver should be eliminated. :)

Dreadful … say they have refunded me for a non delivered purchase and they have not !!! Tell me to refer to Bank but Bank just says nothing to do with them and they have had no refund !!! This website are crooks !!!!!

On December 10th I ordered the Switch 2 which was due to be delivered by the 13th. It didn't come but it was the build up to Christmas so I gave them until the 16th. I emailed them on the 16th and they replied straight away saying 'We have passed this on to the relevant team'.
DPD tracking states they received an order but were yet to receive the item from Nintendo.

On the 18th I had still not heard from them so emailed them asking for an update as I would be back in work and would not be home to receive this.

They replied asking If I would like to be refunded or if another one should be sent out. I asked for another one to be sent out and asked for tracking ASAP. They replied we have sent your request on to another department. No reply from this other department so the next day which was my last day off before Christmas Day, I knew I would not receive the item in time for Christmas. I was still waiting for that department to contact me so I emailed them again, this time asking for a refund.

They emailed me back very quickly a form to fill in to confirm I wasn't committing fraud. I filled it in and sent it back to them. Didn't hear from them again.

On Jan 2nd I emailed them a reminder that I am waiting on a refund, they replied with-in a few minutes saying we have sent your request on to another department and we will update you by email.

Jan 9th I emailed them again asking for my refund, again they replied quickly but did not give me any answers other than we have sent your request on to another department and thanks for your patience.

Today is 30 days since I ordered the Switch 2. DPD are still saying they have not had the item and Nintendo still won't refund me.

Awful experience with them so far, they have not contacted me once and I have to do all the chasing. I don't think this 'Other Department' that they keep mentioning exists.

Avoid!

Ordered a gift bundle of items as a Xmas present which included two ornaments. We checked the items when they arrived but didn't take the ornaments out of their display boxes in order to keep them in good condition for Christmas.

Unfortunately one was damaged (wing wasn't attached to Charizard) and it was only being held in place by the box itself.

We contacted them on boxing day but they refused a replacement due to it arriving 31 days prior and not the 30 of their policy. We did ask them to escalate but we got the same computer says no answer.

Really disappointed in them, we were wouldn't have had this issue with most other retailers who offer extended returns over Xmas.

Dreadful company, I bought a pen from them and it stopped working immediately and they were rude, disinterested and the replies were so quick I could tell they weren’t even reading what I was writing. All this was over a god damn £7 pen I thought this would have been an easy decision but they frankly couldn’t care less. Very different customer service standard to the Japanese country they represent

We ordered the Nintendo Switch 2 + Mario Kart World for £429 on December 4th. On the same day, we received an email confirming that our order had been shipped and would be delivered within 1–2 days.

However, today is December 15th, and our order has still not been delivered. The DPD tracking status states: "We've received your order details, but have not yet received your parcel."

We sent a complaint to the Nintendo Store, but the only response we have received so far is: "Please be confirmed that your case is currently escalated. Unfortunately, at the moment, there are no available updates nor are we able to provide a time frame for the response."

This was supposed to be a present from Santa for our son who still believes in Santa. It looks like his Christmas is going to be ruined.

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.

NEVER BUY FROM MY NINTENDO STORE!!! THEY HAVE STOLEN FROM MY SON AND ARE IGNORING ALL ATTEMPTS TO CONTACT THEM. THEY MAY BE A BIG COMPANY BUT THEY ARE JUST THIEVES!

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.

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.

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.

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.

Awful customer service.
Brought a joy con controller and it broke after six weeks. They were not interested told me to contact nintendo. The person on the other end of messaging service just repeats the same answer each time until you give up

Customer Service awful, proper processes need implementing to increase customer satisfaction.

Using the website to order was quick and simple, the promised deliver within 48 hours, as they had products that were showing out of stock, I assumed that the rest would be in stock, this was a mistake.

When contacting their customer service team after 3 days (so 72 hours after ordering), they replied that they didn't know what had was going on with my order and would get back to me.

1 Hour later I get a generic email telling me that the bundle I ordered was out of stock and they didn't know when it would be back in stock. No reference to my enquiry via customer service.

Back to customer service I go, asking if I can just chage for a different bundle, to be told no, I can cancel and reorder or I can wait, which is the bit where I believer they need to improve this process.

A lot of disbelief on my part later I finally cancel, it takes over a week and then I get an email saying I have cancelled and then I have to wait for a refund.

Save yourself time, money and aggravation, shop literally anywhere else rather than direct with Nintendo