Topic: Does anyone else have an issue adding a card to the My Nintendo store? (UK)

@Bunkerneath I've just been reading your trials and it sounds so frustrating. I do love a good moan about the Nintendo Store UK because I've had my own issues with them over the years.

It looks like you've worked out what their problem is though, goods shipped to Guernsey from the mainland need to have a customs form applied which in their woeful incompetence, they seem to be omitting. I suspect the trinkets got through because they are of little to no value if they were bought with my Nintendo points.

Now it's just a matter of convincing them that is the problem and teaching them how to label parcels for the channel Islands. But with the compartmentalised departments and unwilling/uninformed CS staff, that will probably end up being another brick wall.

You absolutely shouldn't have to do this but I think you will have better luck having it posted to a friend or family member on the mainland and then buy them the label online to post it on to you using Royal Mail which provide all the correct customs forms when you buy the label so you can fill it all out properly.

I know it's an added cost but for some reason I doubt you will get any further with the Store's Customer Service. I know just how desirable all their exclusive swag is and it annoys me to no end that it is exclusive to one of the worse online stores I've ever encountered.

I'd offer to be your mainland address and to post it on for you because I feel really sorry for you and all your troubles but I am a stranger on the internet so I don't expect you to take me up on that offer. Hopefully you have someone IRL that you can trust that lives on the mainland that can do this for you. It might be the only way forward!

@ralphdibny Unfortunately, I don't have any family on mainland any more as they have moved back. But that is exactly what it think is happening too (customs form not attached)
Going to try and live message them later today to try and find out if they are putting on a customs form or not, they will probably just say "we are unable to help you any more" and cut off the chat like normal, can but try, hey
I'm trying not to have a go at them, just trying to sort out their delivery problems.....

@Bunkerneath best of luck with it all, give us a tag if you want me to be your mainland address or maybe ask someone else on here that you've had more interaction with or have played online with in the past. Probs better to have the address in advance and ready to go when the N64 controllers get restocked.

But best of luck anyway. I know all too well how these moderately sized online stores work. CS seem to have no contact with the warehouse shipping staff. Not just with the Nintendo Store but with other stores too, once the order has gone to the packers, they can't stop it or cancel it even though it hasn't shipped yet 🤷‍♂️. But yeah, that's a separate issue entirely!

Ah well, no go:

14:19 (Nintendo Store) Good afternoon, welcome to My Nintendo Store. How may I help you?
14:19 (Me) Hi there, just wondering how my replacemnet order for MNS_0076**** is coming along
14:20(Nintendo Store) In order to assist you further please provide following information: Full name, Postcode, Order Number and the email address used to place this order.
14:20(Me I gave them all my details dont really want to put this info on here) order number above
14:20(Nintendo Store) Thank you. Please bear with me whilst I input that information in to our system
14:20(Nintendo Store) Can you confirm you have sent the disclaimer form filled previously provided via email?
14:21(Me) I never received it for this order
14:21(Me) The email said you were going to contact me
14:21(Me) And why do i need to fill this out if you have told me that it was unsuccessfully delivered and you have recieved it
14:22(Nintendo Store) Yes you were sent an email on the 3rd of this month with this form attached to it
14:22(Nintendo Store) I will re send this email after this chat
14:23(Me) yes but that was for a separate order
14:23(Nintendo Store) One second please
14:23(Me) that was for order MNS_0076****
14:24(Me) true these orders are exactly the same as I thought if i put in different addresses I might get one
14:24(Me) but no
14:24(Nintendo Store) The refund or order MNS_0076**** is logged on the system, you shall receive this refund within the next 3-8 days
14:25(Me) But i dont want a refend I want a replacemet
14:25(Me) *refund
14:25(Nintendo Store) We are unable to re-send any parcel once they are returned to us.
14:26(Nintendo Store) Please come back if refund not received by 10 days
14:26(Me) but this was not my fault, and I did not return it
14:26(Nintendo Store) We understand, but once order are returned to warehouse this process is automatic.
14:26(Nintendo Store) We apologize for the inconveniences.
14:27(Nintendo Store) Is there anything else i can help you with?
14:27(Me) I am wondering when you send orders to Guernsey are you putting on a customs sticker as this might be why it is being returned to you
14:27(Nintendo Store) We are unable to confirm that information.
14:27(Nintendo Store) Please contact courier for any information regarding the delivery of this order.
14:27(Me) this would explain why all my orders are being returned
14:27(Nintendo Store) As we do not share database
14:27(Me) I'm just trying to help here
14:28(Nintendo Store) Please as advised before, come back to us if refund not received by 10 days.
14:28(Me) True mainly because i want my ords to go through
14:28(Me) but also for other customers
14:28(Nintendo Store) Thank you, we appreciate your feedback and it will all be taken on board and escalated to the relevant department.
14:29(Nintendo Store) Is there anything else i can assist you with today?
14:29(Me) so how can I get my N64 controllers?
14:29(Me) I have ordered 4 of them so far and every one of them have been returned to the warehouse
14:29(Me) Oh as well as my Sephiroth Amiibo in January
14:30(Nintendo Store) Please check web regularly or opt-in for communications to hear about new products or when products will be back in stock.
To be notified as soon as the item is back in stock, sign into My Nintendo Store and add the item to your wishlist.
14:30(Me) They already are
14:30(Nintendo Store) Have you consider using a pick up location?
14:30(Me) do you have a pick up location in guernsey?
14:31(Nintendo Store) For that information please contact the couriers web page. We can only recommend you to use a different address as this seems to be failing and hacing all beign returned to warehouse, maybe a safe place or family member / friends house.
14:33 (Nintendo Store) As you have been inactive for the past 2 minutes, I will now end this chat. Thank you for contacting My Nintendo Store, have a lovely day!

Then Cut off, Oh Bye bye, sorry I am at work and had to pretend to do something :s

So that's a bust I hate exclusive stuff

@Bunkerneath annoying, lame and frustrating. It's like talking to a brick wall with them. They just have no idea how their own company works at all. Can't confirm information? Check with the courier?! It's not the couriers fault if the customs label wasn't applied! What a joke lol

At the end of the day, the contract of sale is between you and that store. If they choose to use a courier to get that item to you then it's up to them to contact them, the customer should have no contact with the courier whatsoever. Sometimes a customer may choose to contact a courier if they wish but I never do because there is always that disclaimer that says you waive a bunch of rights by meddling with delivery options (adding a safe space etc), but it's still worth doing for some people. Not for me though as I like to hold on to what little rights the UK government has deigned to give me.

But yeah it's just completely gutting that this is the store that Nintendo uses in the UK, it's such a bad look for the global brand in my opinion. That they tie up exclusives in this woefully inept store just adds to the frustration. Like I genuinely hope they never announce another NSO controller because I'd rather have nothing than have to deal with them again.

@ralphdibny found a support form on the acutal Nintendo UK site so wrote this to them:

The UK My Nintendo Store is one of the worst experiences of my life.

Whenever I order anything from the site, which is quite often because of the exclusive's (N64 controller/Sephiroth Amiibo) they take my money, they dispatch the item and then it get returned to their warehouse. The last order I did the tracking showed that they had not put the right labels on the order so had been returned to them. When I ask them about it they say contact the courier, which I do and they tell me exactly the same thing, it has been mislabelled but cannot give me anymore information the UK Nintendo Store will have to contact them for more details.

True I live in Guernsey and I know you need a customs form on any delivery, so am wondering if this is the problem, I have now ordered 4 N64 controllers to different addresses and through different payment methods (as that was a problem earlier) and each one has just bounced back to their warehouse. And this also happened to my Sephiroth Amiibo.

Can I just get SOMEONE to look in to this and treat this as a massive formal complaint about your UK My Nintendo Store, at least when it was controlled by The Hut, true it would take 2 weeks extra, but at least I would get my order.

Wonder if I get anything back

Update: Well it doesn't go to Nintendo whatsoever, it just goes to Nintendo Store, wow they are quick to answer when you use the old formal complaint wording and then just asking for the same information (order number/email address and postcode) as all the others did, see below email from them:

We are contacting you from My Nintendo Store.
We are sorry to hear you are feeling this way.
In order to proceed with your query, we kindly ask you to confirm us the following details:

• The order number
• The email address used for the order
• The postcode
  Thank you in advance.
  We look forward to your reply.
  Kind Regards,
  My Nintendo Store Team

Whatever

@Bunkerneath how you getting on with it? Any luck or have you just given up?

I kind of thought you wouldn't get amazingly far by contacting Nintendo UK directly (apologies, I read your previous post but only just got time to reply!) They normally funnel it on to the relevant department which unfortunately in this case, is the store.

I think the only way to make a big stink is to hit them up on Twitter. Then they have a PR related motive to actually solve your issue though I suspect they won't anyway :/

@ralphdibny Well i went back to that email:

And they came back with this:

That was Tuesday, and heard nothing back, I'm giving them a week and then I will chase them up

Well finally they admit it, they did forget the extra docs to clear to guernsey:

And I have to contact them to warn them that my order is for Guernsey in future orders? What the hell?
The company who run UK My Nintendo Store are a joke

@Bunkerneath Congratulations on that bit of progress!

In that case, I would feel more confortable placing that order over the phone with nintendo, if possible, so the employee can confirm the order is set up correctly for customs.

But, if you have to shoot an email immediately after placing the order, then I'd question whether you can trust that method to correct the issue, or whether you'll get a confirmation from them that they've added the needed documentation for customs. You know... rather than crossing your fingers & waiting for a week+ to see if the delivery finally works.

Have you tried turning the computer on and off?

@Bunkerneath wow that is really something. It's honestly amazing how the customer (you) and some random passer by on the internet (me) worked out what they were doing wrong before they did.

I suspect Woomy is right to be apprehensive though. Nobody will know or remember they've sent that e mail. You'll probably let them know to attach the forms and they will either not read the contact form for 48 hours or just have no idea what you are on about.

🤷‍♂️

I'm glad you've been vindicated at the very least!

Has anyone found a fix for this yet? I have tried absolutely EVERYTHING, and their customer service is literally refusing to help me any further now aside from advising I try all the generic things I've already tried countless times! I'm so frustrated and sad about this to be honest. I missed out on all the Zelda amiibo restock yesterday because I kept getting the error after trying numerous times, and missed out on the new TotK keyring that is redeemed through platinum points too!
I even asked their live chat yesterday if I'm banned and they said they're unable to confirm that information...what does that even mean? I've never done anything in the past to cause being banned so I hope that's just a standard response of theirs 😅
Please if anyone can help I'd really appreciate it, I'm desperate to get this resolved and don't see any way to get help because as I said their customer service refuses to help me 😭

@hylianticipated I have had exactly the same problem and lost out on the amiibos and my Nintendo reward Zelda keyring. Contacted them with no help whatsoever. Tried everything as well as my wife’s account and mine.

@1UP_MARIO omg I'm so glad there's someone else who has the exact same problem! Makes me feel less alone on this lol. Their customer service is so bad! Do you think we could be banned (for whatever silly reason)? I've never done anything wrong to be banned though. If you ask their live chat if you're banned, I'd love to know if they give you the same response as they did me ("unfortunately I am unable to confirm this information" ~ which really concerned and worried me), let me know if you ask and what they say 🙂
Sucks we keep missing out on all these exclusive items! I really wanted the Zelda amiibo and that TotK glow in the dark keyring! And the Zelda playing cards 😭 and it's not like they're available anywhere else! We need to find a fix!

@hylianticipated your not banned. It’s just their customer service is bad. Sometimes you can get lucky with someone helpful and understanding but mostly bad and not up to scratch. I have had a couple of times I ordered something and wasn’t delivered to me but sent back to their warehouse (Gameboy posters) recently. Hopefully it starts working again and good luck

@1UP_MARIO I hope I'm not! Ah I've never had the delivery issue you mention, luckily. Thanks, I just don't know how we're supposed to ever get this to work? Everything I've tried never works and I'm just at a loss and really don't know how to fix this. Please do let me know if you ever manage to get it to work and what it was you did

@hylianticipated will do. Keyring is back in stock but still no luck. Still get this payment error.

@1UP_MARIO thanks. And yeah I saw and I tried again several times for it but same payment error persists 😫