Bad service, I bought a switch for my sons birthday on 7th November. I received a damaged item and send back for a replacement. it's been a month.
Customer service keep saying that it would be dispatched next 48-72 hours.
I’ll go to argos next time.
Review by Daush2 months ago
Sent my Switch in for repair a month ago. Informed that it was received two weeks later. Surely it arrived before that. A week later I check for progress. Nothing. Attempts to contact by email result in being told "Rest assured we have your [completely different item]". Really Nintendo? >This< is the best you can do?
Review by Atanarjuat Patros2 months ago
Alright, so I accidentally bought the 3 month Nintendo switch online subscription instead of the 1 month (I have bad eye sight).
I saw in the terms you can cancel it within 12 days and they’ll reimburse the full payment.
I emailed the support team about this and they said they couldn’t refund me EVEN THOUGH IN THE TERMS IT SAYS THEY WILL.
I pointed it out to them the terms and they said ‘sorry for the misinformation’ and then said they were gonna send a refund request after I provide like 8 unnecessary details.
After I did that they sent a refund request then got back to me after a WEEK and then said NOPE SORRY WE CANT REFUND YOU PURCHASED SWITCH ONLINE WITH YOUR ACCOUNT BALANCE.
So? Wth is the problem? Just add the money to my account.......
It’s £6 fgs.....
And in the terms it never said anything about having to be not from my account balance.
Review by Gerealdine Visweswaran2 months ago
Great games, great product - absolute BACKWARDS attitude to digital purchases. Won't refund on an accidental purchase. I strongly suggest not buying anything digital. They will not budge - which is ridiculous in 2019.
Review by Zrenrah2 months ago
i bought a nintendo switch Lite after a day i noticed the left joystick not working I contacted Nintendo through an online chat but the chat was broken so I emailed them and they sent me a link to have it repaired but as it is only a few days old I am entitled to a replacement by law if something is not fit for purpose why would you be selling it the joystick issue has been going on for years and Nintendo a failing everybody by not fixing the problem
Review by Dushans2 months ago
I think you should lower the prices down to 120 pounds and the games 20 pound about and you will get more money because more people bye it then you get more money for your company
Thank you for listening to my comment
Your sincerely Harvey
Review by Chemita2 months ago
Honestly, they need to get their act together. The response you get from the online chat and telephone support is horrendous. The responses are like: "sorry, we can't help any further. Now please move on...". On the online chat, the CS adviser (Phil) said "we are very busy and we are going circles, if there is anything else you need help with let me know" and then ended the chat. It is a laughing stock!
Review by Fyran2 months ago
My colleague at work sent his Dock in to be repaired and got a complete switch back. I sent a left joycon in for repair, heard nothing for over two months then got told it was lost in shipping. Just coincidence I wonder or is Nintendo repair service in need of its own repair?
Review by BarbaraE Schwanck2 months ago
I will likely not use the Nintendo UK Store in the future.
I have had several items arrive damaged, and customer services deny all refunds and returns, their excuse is to blame it on the shipping/delivery process. It is clear that the handling process in their warehouse is at fault, as the delivery packaging/protection is very robust.
I have also experienced problems with receiving pre-order bonus items. These are seemingly cancelled without notification (be it email or a phone call). You are expected to contact customer services, weeks later, and be informed that this is 'tough luck'.
Nintendo - please sever ties with the Hut Group/Zavvi.
I will buy from ShopTo and The Game Collection from now on.
Review by Herbies2 months ago
Do not order from this store if you want to actually receive the goods! Pre ordered a game, didn’t arrive within 2 weeks after launch date. Chased numerous times only to be told they were looking into it. Showed as in stock on the website for other people to order. To top things off it also shows 2 lots of money pending in PayPal for the full order amount. Shocking service from an official store.
Review by Prija2 months ago
Nintendo.co.uk is, without doubt, the worst company I've had to deal with. Previously on the run-up to Christmas, I've had no issues ordering with Microsoft and Sony in the past, but Nintendo, on the other hand, has not!
I pre-ordered their Nintendo Switch bundle on the 31.11.19 for an est. delivery of the 10th Dec. When this date had passed, I emailed them enquiring when it was likely to be despatched. I was informed by their agent 'Chloe' that the new date would be the 16th. However, on the 17th, no sign of my order processing. I contacted their live support chat and was told the suppliers didn't deliver the items as they weren't able to complete my order. They would despatch it today!
Sadly, yesterday (19th) they still haven't processed my order and again, promised me, they'll despatch it today with 'next day delivery' and guess what? it's the 20th, my order was still processing and not been despatched - I contacted their live support and was given more false promises or the offer of amending my order for one that wasn't anywhere near the value of the original order.
With this taken into account, I've immediately canceled my order! I will not be purchasing from this company in the future and recommend others follow suit.
I urge anyone, looking to pre-order or take advantage of their 'order now in time for Christmas (2020 - because that's what it feels like)' to carefully consider if they're likely to get their order in time because I very much doubt it!
I have proof to corroborate my issues outlined above with Nintendo!
Review by Calligrapher2 months ago
Refuse to comply with UK Consumer Law by not offering a refund on a digital download game which crashes constantly and is completely unplayable. This is after multiple re-downloads, system re-sets and all the other troubleshooting myself, the end user can perform.
Their only response is for me to contact the software developer which I am not obliged to do as my contract is with the retailer.
Their customer service team is disgraceful and I am constantly having to re-educate them about consumer law at which point they back down and give unsatisfactory and evasive responses instead of the refund or repair that they are legally obliged to offer in this case.
I have been going back and forth by email for the past 3 weeks and given them every opportunity to resolve this - I now have a full paper-trail and collection of non-compliant responses to take this further.
Avoid this retailer at all costs.
Review by FrancesSThompson Recieving3 months ago
Online system for repairs is terrible. Tracking system doesn't work (I was told to ignore it by a customer representative), and I was later on informed that not only did the system lose my details but my physical Switch had gone missing in their warehouse. Once located (after about a week), I continued over the phone, the repair progressed, and I received my Switch back. A month down the line however I began to receive emails about another persons repair including a request for money. It transpired that their online system had generated another repair under my name for reasons unknown. In theory this means someone else's repair has gone AWOL as my details were stored against it and not theirs. Really bad systems and customer service seems to be unaware of how it all works. I would be extremely hesitant to use this service again.
Review by Rakestraw3 months ago
I sent my Switch in to be repaired 3 weeks ago as it completely stopped working out of the blue but was fortunately still within the warranty period (by 2 weeks!). As of yet I have had absolutely no information regarding the repair, other than an email to say that they had received the console 2 weeks ago. I have contacted customer support and they have no clue about the status of my repair and have no idea when it will be looked at or sent back to me. They couldn't even say if I would have it back by Christmas. Brilliant! I don't have particularly high hopes for my save files either.
Hopefully when I eventually see my Switch again it will arrive fully working and in perfect condition, as I would hate to have to deal with their customer support ever again.
UPDATE: I have finally received my Switch back after 4 weeks and they have replaced the main board so all appears to be working again and Nintendo have extended my warranty for another 12 months. Unfortunately all of my saves have been lost, but I'm just happy to have the console back at least! It would be great if Nintendo could offer a better idea of how long repairs will take as it's frustrating being left in the dark!
Review by Carollovestotravel3 months ago
Ordered 3 items, finally got them to dispatch 1 and was told they were attempting to source stock for the other 2.
Why I was able to order and pay for stock they did not actually have escapes me.
Still waiting 2 weeks later with no word as to when or if I will receive the items I have already paid for.
shocking customer service! Expected much better from a company such as Nintendo!
Review by Matuszny3 months ago
Just to mirror some of the experiences below, ordered a Switch bundle online at end of November and nearly three weeks later was still waiting for confirmed delivery date. any time I called they would say is due for despatch in next 24-48 hours but that they can't guarantee this. Fail to understand how they can accept orders for items which they don't have in stock or at least have a more reliable supply chain, particularly at this time of year when they're the actual manufacturer.
Asked about complaints process and they don't have one, which again seems shocking for a company of this size.
Avoid purchasing direct, just go via retailers who know how to deal with customers.
Review by Sandwedge Consultation3 months ago
Bought a brand new Nintendo Switch which abruptly stopped charging after barely a month. Sent it in to warranty which took a month to even look at it, and it was sent back saying 'No Fault Found'.
When I voiced my concern over being returned an unreliable system with a history of faulty charging I was told: 'Well, we didnt find anything' - and rather than take a closer look to see what caused the error - sent it back to me saying I could send it again if I wanted.
When i complained that the warranty process would take longer (2 months) than I had even owned the switch - which I had bought for the holidays, I got a really snarky reply back saying 'too bad, we cannot change our repair process due to your holiday plans'.
Completely unsympathetic. Look it up on reddit - this is the typical CS experience from Nintendo UK. (I've heard better things about Nintendo CS in other countries)
Review by MWells3 months ago
Had an issue with Switch Joycon drift. Raised a support ticket, sent it off. From sending to receiving it back took about 2/3 weeks. Good communication, I had a query midway through and that was answered straight away. After reading reviews I was expecting a nightmare.
Review by Wendawg3 months ago
Will never buy a nintendo again - sons switch went faulty - sent off console and controllers to nintendo - who said had not been delivered after a week and a half - went to parcelforce and got POD of delivery when I explained this to them all of a sudden yes it had been delivered but not logged no timescale of when it will be fixed they are having a high volume of repairs not a good advert for nintendo is it - rude unhelpful customer services and not even a complaints department so have emailed the CEO and will take to trading standards - what an absolute joke nintendo is! My son's playstation was fixed and turned around within a week constantly texting and emailing me of the status - that is a better company for you.
Review by Moykaaa3 months ago
Good offers and fast delivery. They produce the best games available and the most reliable hardware.
Review by Norson Mistelis3 months ago
I'm currently involved in a battle with Nintendo to get a game I purchased from them yesterday refunded because it doesnt work. It's not looking promising. I might have to chargeback through my bank. I dont think their refund policies are legal or fair. Terrible company.
Review by TAitkenhead Mitiaguin3 months ago
I can only echo what is on many if the reviews here. Sent my son's Switch in for repair as it wasn't reading game cards, it was still under warranty. Nice method for sending back that was fine. However, after sending it took them 5 days just to send me a message to say they had received the item. 10 days after that nothing. I have finally rung them only to be kept on the phone for 15 mins with the chap typing furiously in the background only to tell me what the website has already told me! Useless....looks like my son will be without his Switch for Christmas now. Such bad customer service.
Review by Trigela4 months ago
Sent me the wrong items, after 5 weeks of arguing, they finally tell me that in order to return them I need to pay for the postage packaging and sort it myself.
The staff don't care about you as customers, especially Cust Service Manager Sam, who didn't even bother to call me back in the end.
Review by Ubaidillah Zadora4 months ago
Rubbish service, sent my switch for repair and it's been over a month and they are still yet to assess the fault.
Customer service chat are so rubbish I hate them.
Review by Madzia4 months ago
I had Stick drift issues with 4 separate joy cons. I sent them off to Nintendo repair U.K. The service was excellent, took a while for the joycons to be returned, but they were returned like new with the thumb grips still on. Excellent