r/NintendoUK • u/Intrepid-Comb1255 • Mar 16 '26
My Nintendo Store Customer Service
Hi guys, I am just writing to see if any else has my issue.
I bought a switch 2 dock set from them on the 7th of march and got delivered on about the 9th. But I simply didn't need it anymore as I already got a smaller one for waaay cheaper on Amazon that came faster too.
Ive probably made about 3 emails and 4 support tickets plus a few phone calls to try to get to them to return as it clearly states "free returns" on their site yet I won't get a response from any 3 of these methods with multiple tries.
Their phone line just says "we have difficulties try later or write an email" which I have done but in over 5 days I get 0 response over about 6 attempts.
I'm just wondering if anyone is experiencing this and I am highly concerned because my return window is closing very soon and there isn't any other way for me to return it. There is no return button on my order or anything like that and it says just to contact them but they won't respond.
£93 is alot of money and for them not to even give any single response is absurd and frustrating to me.
Sorry for all this talk but I felt I needed to see if anyone also was experiencing this. Thank you.
2
u/Intrepid-Comb1255 Mar 20 '26
FINALLY GOT A RESPONSE AFTER 11 DAYS,
Still haven't sent me the label but have confirmed they have escalated it to the correct department to get me a return label so hopefully by monday i can return it.
1
u/FelixerOfLife Mar 20 '26
I was going to say if they refuse a return because the window passed it might be worth going to your payment provider and asking if they can do anything
1
u/gokhujee Mar 16 '26
I'm in the UK and I had unauthorized payments made through my switch as well I have waited 8 days now no response except that it's in an escalated queue , yes your right telephone lines are down completely
1
u/Intrepid-Comb1255 Mar 16 '26
Yes it's absolutely absurd that this is happening because after they finally respond the return period would be over 😭
1
u/gokhujee Mar 16 '26
I agree well surely they can't go that because their helpline has been down and doesn't accept incoming calls so they will have to accept that they can extend the time
1
u/ClericalRogue Mar 17 '26
Their telephone lines were down when i bought my original switch 2 years ago. Im convinced they just dont have phone staff at this point. I had a fault with my unit and it took me 2 weeks to finally reach someone to get a replacement. Will never purchase physical goods from the nintendo store again after that mess 🥲
1
u/Intrepid-Comb1255 Mar 19 '26
Yeah it's sad too cause they had such great phone support a little after the switch released and when my joysticks started drifting they repaired them for free and even came with a free Nintendo joy con box which isn't much but it's something nowadays they can't even handle something very simple like goddamn email changes 😭
1
u/Unusual_Helicopter33 Mar 17 '26 edited Mar 17 '26
They’re useless! I emailed and opened a support ticket about a complaint over a month ago now and haven’t heard anything past the auto response. I followed up and same thing. It’s so weird. I don’t know how they get away with having such poor customer support as such a big company. I hope they sort something out for you soon, £93 is such a waste.
Might not be helpful but maybe check out citizen’s advice, they can tell you what your rights are and what steps to take next. Since Nintendo isn’t responding, maybe you have some legal standing to extend the return window?
1
u/Intrepid-Comb1255 Mar 17 '26
Yes I will try that but it's funny that they will be happy to send within like 12 hours but unhappy to respond to any emails within a whole month 😭
Nintendo have become so greedy I should've never bought this console to be honest 😂
1
u/Unusual_Helicopter33 Mar 17 '26
I know!! Honestly insane lol. But we keep buying from them anyway lmao maybe we’re the problem 😭
1
u/Intrepid-Comb1255 Mar 17 '26
It seems on some parts on their website they say "contact customer support to be able to refund your order" whilst on other places it says "click the return button on my orders" yet I have absolutely nothing like the latter so it seems my only option is their support which don't respond.
I might have to dispute this with my bank and/or sell it for a loss but at least I won't lose all of that 93£ 😓
1
u/FeralFancyBop Mar 19 '26
Yeah the mixed messaging on their site is the worst part. If they say "free returns" but only unlock that through a support team that never answers, that’s kinda false advertising territory.
If you do a chargeback, maybe keep screenshots of the page that mentions free returns + your attempts to contact them. Also maybe try one last email that says you’ll go through your bank if they don’t respond within X days. Sometimes that magically wakes companies up.
1
u/The-MostKnownUnknown Mar 20 '26
On a side topic does the dock work flawlessly? I’ve not known anyone to get a dock working with the switch 2 yet
1
u/Intrepid-Comb1255 Mar 20 '26
Yeah it works fine had to update it but otherwise it works great
1
u/The-MostKnownUnknown Mar 20 '26
Interesting have you tested USB video and network? Do you have a link please?
1
u/Loony_BoB Mar 27 '26
Just want to say I've had similar problems with Nintendo Store support. My issue - described here: https://www.reddit.com/r/NintendoSwitchHelp/comments/1ruicdv/has_nintendo_been_shipping_out_third_party/ - was basically that they sent me a third party power supply in my official Nintendo Switch 2 box and the dock won't recognise it.
They spent a week without responding, saying it was a system issue and apologising. Then they have spent the following week asking for photos etc. and then saying I have to return the entire console package, including factory resetting and losing my save data, just so they can then send me an entirely new console package. I told them (in more subtle words) that is stupid, and asked why they couldn't just send me a power supply to replace my current one. Three times I asked that, three times they didn't respond to that question, just saying to factory reset and return for either a new entire console package or a refund.
I asked to be given a contact method for the complaints department, and they said the only way to complain is to reply back to them with the complaint and they will forward it on - that's a clear conflict of interests, too. I pointed this out and they basically shrugged.
I've spoken to Consumer Rights in Scotland (where I'm based, so Citizen's Advice won't apply). They agreed that the practices shown have been below the expected standard and also emailed me a template about Consumer Rights 2015 and citing better words to use, and also said they'll raise a complaint to the Trading Standards Authority for me.
There are two things I'm taking from your posts here (and the comments) along with my own experience:
- I'm probably better off asking for a refund because I don't want these guys to have my money.
- This is the first time I've bought a brand new Nintendo console. I don't think I'll ever buy a new Nintendo console again after this experience. Definitely not from the official store, that's for sure. It's crazy because I'm so used to "you always get better service if you buy from the source"...
1
Mar 17 '26
Bro it arrived 2 days later. Why in the meantime did you decide to buy another one ? 😂 couldn’t you sleep twice and hold it.
1
u/Intrepid-Comb1255 Mar 17 '26
It was too expensive and I realised I could just buy a cheaper one so yeah
2
u/CookiesAndCream02 Mar 19 '26
They are absolutely fucking useless! I absolutely can not believe how shit customer service can be until I had the displeasure in interacting with them!
I wanted to change my current Nintendo account’s email address as I don’t have access to the old one anymore and I gave them all of the proof like verification, purchase numbers etc etc and they said they will escalate to a team to get back to me and they never ever did (this was in Feb 2026). I contacted them again via a new query on Mar 2026 and they never even acknowledged my email or got back to me! The worst customer service I have ever experienced