I can completely understand why people might be disappointed, it does have tennis in the title and at least some previous Mario Tennis games have offered gameplay similar to real tennis, but I think these people should take a bit more time to look into their purchases. If you buy on day 1, preorder or otherwise purchase mostly blind then you have to realise you could easily be throwing money away on frustrating, incomplete or disappointing games.
I saw the trailer with all the crazy powers and stuff, right there I could see it wasn't anything remotely like real tennis, so I didn't buy it. It might be fun, it might have options to change what I want but unless I see what I'm interested in or play it in a demo then I'm not buying it.
If these people get a refund then I'm glad the retailers are being kind to them because they could easily deny them a refund for this and I wouldn't think they were wrong to do so.
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