Nintendo of Europe GmbH Reviews 53

Repair process and customer service awful. My nintendo switch
Oled has major issues some of which are an orange screen and broken fan. When I called them on the 4th February and explained the issue I was told not repairable and I would probably get sent a new one.

I saved my acnh island game to their server and sent it off on 5th to which I have confirmation received 6th. I sent the console, 2 joycons, and dock along with proof of purchase which was required to confirm
Warranty. On the 9th, I received an email with a cost of £102 to fix it, of course I was furious as it is in warranty and should be free.

I called them and they advised as it was purchased via a seller on amazon they didn't confirm warranty, so this obviously delayed the repair. I have been on phone to them daily at this point. After speaking to yet a different customer service member, they advised the console would be repaired for free . I received yet another cost estimate showing that the dock would cost £45 as it has broken pins. I rejected this cost as I advised them I had another dock so wasn't paying that for it to be repaired when a new one is around that price.

At this point I am getting more frustrated. I called them again to be told that the cost was for a new dock not a repair, but because I rejected the estimate, the repair order had to be processed again.. more delays.
I asked to make a formal
Complaint or speak to a manager, as I wanted my console back by 15th February as I wanted to do part of my ACNH game on 16th. All they said was no way of doing complaint, that speaking to them is all I could do, and they couldn't put me through to a manager and they don't do call backs.
I have now bought another switch in the meantime, so to enable me to play the game, but I have asked them if my progress can be uploaded to the new console or do I need to upload it to the old one. They can't give me an answer on the phone as it needs to be escalated to relevant team.
I am still waiting for an answer, how can it be so difficult to advise, they won't just place you on hold and ask the relevant department, everything needs to have an incident number and requested via email!!

I have never had such rubbish customer service. You can't call over weekends, only email. So the customer is just waiting for them to finally decide to update. Such poor customer service.

Non delivery no refund. They messed up the address on the delivery so it automatically returned to nintendo. There is no customer service online or by phone. PayPal claim is going through but this has been over a month now. Order MNS_DE_****5440

I like the company and love the games. The switch 2 hardware is great. But I'm disappointed that there's still no achievements. However something I'm really yerning for, is some way to externally share my game activity or progress outside of the Nintendo environment. I'm an adult, let me show off what I've played to friends without having to have a switch nearby.

Preordering the Nintendo Switch 2 from the official manufacturer almost two months (April 9th 2025) before the release date (June 5th 2025) with payment being taken 1 week (May 28th 2025) before the release date and because they (Nintendo) wanted to skimp costs on delivery Royal Mail with their “tracked 24” service updated the delivery timeframe twice on release day, then nine minutes after the end of the updated window said they’d redeliver it the next working day. There are people with no preorder who have got a switch 2 before me. I’d give them 0 stars if that was an option. Nintendo website guarantees release day delivery for the UK.

I can't recommend preordering at the Nintendo Europe store. They promised the Switch 2 would be delivered on the day of release but the tracking has not updated since 5AM and with less than 2 hours remaining today it won't happen.

Ordered a Switch Oled bundle with Mario Kart and a 12-month online membership and received a faulty Switch console which would not read any game cartridges. Sent back for replacement, which I received without the 12-month online membership (which is just a piece of paper with a redemption code on it). I contacted Nintendo to ask that they send me a code, but they insisted that I sent back the entire bundle including the console. Apparently they are incapable of sending or emailing the code separately. I returned the entire bundle a week ago and have heard nothing since. I have emailed them to chase it up and just get responses saying that they have escalated my query to the relevant department who will be in touch. I will now need to raise it as a credit card dispute. So disappointed in this experience, wish I had read the online reviews before ordering. Terrible customer service, avoid.

Can't cancel a payment for a service that doesn't go ahead and renew for two more days.

I hate how scummy they are.

Horrendous customer service

The customer service agent I "spoke" to was incapable and unwilling to answer a simple question, refused repeatedly and just quit the chat without helping me at all

An absolute joke

Absolutely abysmal customer service. I ordered a game which the box came and NO GAME INSIDE. I am still waiting for a refund. I have emailed and used the live chat over and over and every single person I have dealt with in the support team have been the rudest, most unhelpful people. After going back and forth with one of the live chat reps getting more and more unhelpful answers I was eventually told "ok whatever" (direct quote) when I tried to get the information I needed. Another time I just kept getting told the case "had been escalated to the relevant department and they are awaiting further information", when I asked what information they required I was told "the information for the relevant department", and when I again asked for clarification my question was ignored and I was asked if I had further questions. When I asked how to make an official complaint, I was told to reply to the email that has been ignoring me since the case started. When I explained this I was told there was nothing else they could offer. I am still waiting for a refund for a game I never recieved!! I ordered directly from Nintendo as I thought that would be the safest and most reliable place. Never ever ever again. Worst customer service I have ever experienced, whatever training the staff are being given needs a complete overhall.

Poor customer service

One bag of 💩 customer service! I sent the console back last month, it was received by Nintendo on the 22nd of February, and 16 days later, I'm still waiting for acknowledgement and a refund. #NintendoFail #TerribleService 😡

MNS_01064799

I have sent numerous emails back and forth and continue to receive the same response.

===============================

On Tue, 6 Feb 2024, 15:28 @nintendo.co.uk, wrote:

Nintendo

 

Dear Tahir,

Thank you for contacting My Nintendo Store.

Regarding your recent communication, please be informed that your case is already escalated to the relevant department. We have proceeded to forward your recent communication so that the relevant department is informed of your contact. Once there is an available update you will be immediately notified via email.

If you have any further queries do not hesitate to contact us.

Kind regards,

My Nintendo Store Team.

Date of experience: 22 January 2024

Si se os pierde o roban un paquete, el servicio post venta al cliente es nefasto. Casi imposible de contactar, con suerte algún formulario si la web te deja no entra en bucle. Se pasan la pelota entre departamentos en vez de reclamar a la empresa de transportes.

Trying to access my account so my daughter can access her birthday and Christmas gifts. All the information I put in is correct. I have tried to change my password which is a catch 22 situation. I emailed three times. I’ve been given more runaround, stating that my information is incorrect. But they do not tell me which information is incorrect. As far as I’m concerned, all information is correct, I have requested three times for a phone number to talk to a human. Too much money has been spent on this brand for the terrible customer service received.

One would expect the online store for one of the biggest companies in the video game industry to be reliable. It is not.

A limited item (both in time and stock) that I spent a non-negligible amount of time preordering was shipped with an invalid address. Despite me specifically providing them with the full address. This caused the order to be flagged automatically for return to sender by Royal Mail (as per their legal obligations). When reaching out to Nintendo's customer service, I was told their policy is to issue automated refunds in this case. This is just wild, especially considering most if not all other online stores would otherwise offer for the order to be resent to a corrected address.

So I lost a limited edition collector's item because their store was not able to correctly save a customer's address, which seems like a basic requirement of an online store to me.

And of course, no compensation can be offered.

Nintendo has a reputation of not caring about their users and customers, and unfortunately they live up to it through their technology and processes.

Who would have thought that the worst option to buy Nintendo products was Nintendo themselves?

Terrible experience I forgot to cancel my membership and I was charged. When I emailed to admit my mistake and ask them to cancel the membership and refund me they asked me for a list of details so long and so unnecessary and things I would absolutely not know and said they had to verify who I was before cancelling my membership… I was emailing them from my email account so they clearly knew it was me and what Nintendo account it related to! Obviously just a ploy to make it so hard to cancel you give up. Really terrible to receive such treatment from a big and reputable company like Nintendo. Very disappointed that they treat people this way.

What a terrible company and even worse customer service. Can’t contact them at all their email box is always full, probably with complaints. This is the second problem in two weeks. Don’t shop with these people

Worst customer service ever, like emailing a bot not a person.
My order never arrived, stuck in transit, never out for delivery, and they have asked me to fill out a disclaimer form for not receiving my package, in order to receive my refund. There’s t&c are clearly say it can be an email or a form, but apparently this is MNS internal policy so unless I will fill out the form they will not be able to help me.
I have tried escalating it but no luck, they don’t care about customers.

Nintendo are absolutely awful. I ordered a very limited edition item which DPD “lost”. I have been emailing Nintendo for 2 weeks trying to get a replacement / refund and I just get generic emails back saying they have “passed it to the relevant department” with no way to contact anyone else. It’s a disgrace and I will never use the Nintendo store for purchases ever again. I am still without my item, a replacement, or a refund. Such a shame as I have been enjoying Nintendo products for 30 years only now to get to treated like dirt.

Update - One month on and still no replacement or refund despite the tracking link proving it. No response from customer services after my last email. I had to raise a disputed payment with my bank who refunded it for me. Who would have thought Nintendo would treat customers like this? Absolutely appalling.

One star is way too much. Worst company to ever sell exclusive goods for loyal fans. If you're ever going to trust My Nintendo Store to get the exclusive goods you have been collecting for years, forget it. The only way to get them is to 1. have no life; 2. to constantly refresh their page at all sorts of random hours when something is close to becoming available; 3. to PRAY that nothing goes wrong in the checkout process before the item is sold out; 4. to PRAY again that your order is completed and not cancelled and 5. pray yet again one more time for your goods to arrive well and undamaged, because you won't get a replacement for sold out items unless you pay 5 or 6 times more to a scalper. And the costumer supports is the most useless, brainless and heartless piece of crap with absolutely NO empathy for any living human. Nintendo doesn't care the least about any costumer, and My Nintendo Store cares even less than that. Creating a completely false scarcity and making life a real living hell for collectors. Collecting is supposed to be fun and relaxing, not a nightmare from a snob, anti-consumer company.

We pre-ordered a Splatoon 3 Limited Edition Nintendo Switch for our grandson on 08/07/22.

Nintendo took the payment of £319.99 from our current account on 19/08/22, it was shipped on 25/08/22 with delivery by DPD the following day on 26/08/22.

Unfortunately it arrived damaged so we contacted customer service immediately who requested photographs of both the damaged outer delivery box and the product/console box too.

We of course provided them with the pics they asked for and the damage was deemed bad enough to warrant a replacement/refund so they forwarded us a Royal Mail shipping label to return it.

We sent it back to them after the Bank Holiday from a local Post Office on 30/08/22. Royal Mail Tracking confirms it was delivered by Derby DO to Nintendo's warehouse at 11:32 on 02/09/22.

It's now 10 days on and Nintendo still won't acknowledge they've even received it. Numerous communications both by email and phone have achieved absolutely nothing. The most recent being an email from them earlier today stating "bear in mind that once the parcel has arrived at our warehouse there is a process that needs to follow"

In other words they still won't accept that it's in their possession even though the Royal Mail have confirmed they've actually had it for 10 days already.

On the phone earlier today the agent stated we have to wait '14 working days' from when they received our return to escalate this any further but considering they're point blank refusing to acknowledge they have got it what are we meant to do?

We are not rich people thus we're unable to find another £320 from our monthly budget to get our grandson his present whilst waiting for Nintendo to refund us.

A quick look at reviews on here reads like a catalogue of shame for such a huge supposed 'family friendly' company as Nintendo, had we seen them beforehand we definitely would have bought the Switch elsewhere.

It goes without saying that we'll never ever buy anything from the Nintendo UK Store again!

Avoid this brand. just a waste of money and time, you cant even ask for a refund if you dont like a title. AVOID!!!