I would like to make a complaint on a purchase that was made recently at your Nintendo Uk store and customer services team.
January 13th 2017 I preordered the Nintendo Switch console from your Nintendo UK store. Payment was taken on the 2nd March 2017 and recieved email to confirm dispatch on the same day and was told I would receive my console on launch day March 3rd 2017.
I recieved a Tracking number for Royal Mail which all through March 2nd, 3rd and 4th was not recognised. March 2nd I made a phone call the Uk store customer services inquiring about the one working tracking number. I was told it would arrive the 3rd don't worry.
The 3rd March I made 4 phone calls on which I was on hold an hour each time and got cut off twice due to either training or high demand after waiting at least 30 minutes so that's 6 calls in total. I was told on all occasions that Royal Mail would deliver 100% I even asked if another company such as Hermes would be delivering and was no its definantly Royal Mail and a complaint was also made.
The Console never turned up on the 3rd March despite what customer service said and a day taken off work to wait for the console was pointless.
The 4th March Arrived and still no tracking update through Royal Mail. Not getting anyway with your customer services department I decided to contact Hermes through their live chat and Give my details with no tracking number which I was told they had my parcel and it got delivered late evening on the 4th March.
Now going back to the 3rd March at midnight launch I went to GAME store to pick up the Breath of the Wild that was preordered. There were consoles there which you could buy if you didn't pre order. As much as that was temping to buy and cancel the one the UK store was supposedly sending me you had already taken the money from bank and couldn't do both.
I am disgusted that being promised a console on release day which was preordered months in advance and even recieved a dispatch email to say it was going to be delivered on time which clearly was not even sent is unfair, deceitful and illegal.
I can understand the release day a lot of consoles and accessories where being sent and delays can occure. My complaint is the lies that came from the UK store customer service department and the lack of email support which I have sent 5 emails days ago. This release day was not dealt with in a professional manner at all!
As much as I am loving the console now it's finally with me, I still feel unhappy with the way the staff dealt with the situation and the way I was treated a customer.
I would like to know what you are going to do about this situation and am I going to be receiving an kind of compensation?
Please forward this to the complaints department
Thank You
I'm finding it a bit strange that there's been no word of this on UK games news sites or anything. I've seen a kotaku-posted article about amazon screwing up orders but since this is Nintendo themselves and so many who ordered from Nintendo UK have been affected you'd think it'd be more heavily covered.
I hope you folks who ordered from them get some sort of compensation.
Oh good now Royal Mail are screwing with me. I didn't get mine delivered today and I called up and complained and they are also very confused about why it wasn't delivered. They are putting in an inquiry now and getting back to me so maybe, MAYBE I'll finally get it tomorrow.
@AlbertXi Can't you put in a dispute with paypal and tell them you never received the item?
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Switch finally arrived tonight! Over the weekend I was concerned about the Switch getting scratched so I ordered a Hori tempered screen protector and a Surge travel case. Unfortunately, I didn't get them from the same online retailer, so to avoid paying shipping ($15 or so between the two) I ended up ordering 1-2 Switch. Some reasoning but hopefully, it'll be a fun game to play at friends and when I visit my family.
Time to get things set up and finally start playing Zelda. Hang in there, those waiting for their shipments!
I know i received my Switch and Zelda, but still pounding at Nintendo store, I hope everyone else is. Thought i would share my latest message to them:
"So 96 hours since my first message and still no response? Is this just a massive joke to your company or something? Are you just collecting up all these complaints and not doing anything with them? Passing them around your company to laugh at? This whole system is a disgrace and i believe all the parties affected should get some kind of compensation for the lies you have told. I received the package yesterday, but looking at the box it has tracked 48, which is NOT next day delivery as promised by your email on the 2 March, which is a massive lie. Are you ever going to respond to the emails that I am sure you are getting from many people."
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Topic: Nintendo Switch Pre-Order Thread
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