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Business Profile

Computer Hardware

Sony Interactive Entertainment, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,366 total complaints in the last 3 years.
  • 1,877 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid 150$ for this video game and have been banned for no reason. It says marketplace manipulation/transferring stubs but I have never done this. I have tried to contact them to talk to them about it through support tickets and they have not gotten back to me in almost a month. This is ridiculous and the 2nd time it has happened this year. There is a bunch of other people wrongfully banned as well I have talked to through ******* and they are not answering anybody support tickets and doing nothing about it. They have not tried to resolve it in any way

    Business Response

    Date: 08/01/2022

    August 1, 2022


    Re: Case No. ********

    Consumer:*********************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance:

    If you need assistance with your PlayStation console or PlayStation Network Account, please contact our chat support at https://www.playstation.com/en-us/support/direct-playstation-support/.

    PlayStation Support Hours of ************************* PST):
    Monday Sunday 8 AM 7 PM, PST.

    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.


    SIE Consumer Services
    Sony Interactive Entertainment, LLC

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a 2 year ban from playing *** 22 The Show. It says market manipulation and Ive sent everything to them showing I did nothing wrong and still no response. A lot of people got the ban at the same time with no explanation or a way to appeal the bans. This is not right and I just want my opportunity to appeal the ban

    Business Response

    Date: 08/01/2022

    August 1, 2022


    Re: Case No. ********

    Consumer:***********************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE) regarding the above-referenced Better Business Bureau case# ********.  

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance:

    If you need assistance with your PlayStation console or PlayStation Network Account, please contact our chat support at https://www.playstation.com/en-us/support/direct-playstation-support/.

    PlayStation Support Hours of ************************* PST):
    Monday Sunday 8 AM 7 PM, PST.

    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.


    SIE Consumer Services
    Sony Interactive Entertainment, LLC

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Had to send in my playstation. Taking over a month to get issue resolved. Not reimbursed for the games that are time sensitive also for the subscription that i cannot use because i do not have my playstation. i have a controller that is potentially ruining ps5 consoles. They won't send me a box or pay for shipping their faulty product.

    Business Response

    Date: 08/04/2022

    Re: Case Number: 17639551

    Consumer: *************************

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 17639551.

    SIE, LLC contacted the consumer and successfully provided further insiight on his service case.

    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

    SIE Consumer Services
    Sony Interactive Entertainment, LLC

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I called PlayStation 7/21/22 regarding unauthorized charges from them. Talking to the representation, they confirmed these appeared to not be from an account take over as it was showing the items were consumed on the account, but also these were occurring when I was at work. It was my 8-year-old who had made these without my permission. They acknowledged they were unauthorized then documented the transaction numbers and amounts (attach) I was told a refund request could be done, and should be approved as Id never requested a refund before. This had to go to the apes list team due to being over $250 (it was approximately $270). I was told I should get an email about this. The rep helped put a password at checkout to prevent this from happening. 7/22/22 I had received no email other than one on securing the account. I recalled and the rep told me they need 5 business days. On 7/28/22 I checked and the refund was denied saying items already used (also attached) Which is not the issue, these were unauthorized purchases. I called back and was told their hands are tied, as it was denied no one can change it in anyway. They would not connect me to a manager (the rep did put me on a 1-2 minute hold to discuss with a manager). They refused to provide an address for complaints or office of the president. They did give me their actual mailing address of ************************************************************. They told me my only option is to dispute the charges with my back but they would immediately suspend my account. I feel am being blackmailed here as I did not purchase these but have bought other games and would lose access to them. Ive been a customer since 2016. I would like a refund, I would like an apology, I would like to know what changes they will make to prevent this from happening in the future. Checkout passwords should be on by default, and the process for reviewing unauthorized charges is completely unprofessional in the current form and needs to be corrected.

    Business Response

    Date: 08/04/2022

    Re: Case Number: 17637271
    Consumer: *****************************


    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number 17637271.

     SIE, LLC contacted the consumer and provided a refund. 

    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.

    SIE Consumer Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 08/05/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. They did acceptably resolve my complaint with a note that they were doing so as a one time courtesy. They also reviewed the steps I could take to prevent this from happening in the future. They did not give an apology nor state if they would review their policies. Despite not addressing these additional concerns, I was very happy that they took the additional time to review how to prevent this from happening in the future. Again, I find that this resolution of refunding the unauthorized charges and the additional effort of reviewing the steps to prevent future unauthorized charges satisfactory to me and fully resolves the complaint once they have been received (refund is still processing, but this appears to be by card issuer and the business themselves, they did provide an email stating they were performing the refund as proof).

    I would encourage them to review their policies to ensure they are appropriate given the increased reliance on digital goods and sales in 2022.


    Sincerely,

    *****************************

  • Initial Complaint

    Date:07/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    So a few months or so ago Someone activated my account and I have no idea who and I want to deactivate all devices on my PlayStation account without having to wait 6 months for it

    Business Response

    Date: 07/28/2022

    Re: Case No. 17636048

    ********: **** *******

    Thank you for contacting Sony Interactive Entertainment, LLC (SIE,LLC) regarding the above-reference Better Business Bureau case# 17636048

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance:

    If you need assistance with your PlayStation console or PlayStation Network Account, please contact our chat support at https://playstation.com/chat.

    PlayStation Support Hours of Operation (all times PST):

    Monday Sunday 8 AM 7 PM, PST.

    Please note that this response is not an admission or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. SIE ******** Services Sony Interactive Entertainment, LLC

    SIE ******** Services
    Sony Interactive Entertainment, LLC

Sony Interactive Entertainment, LLC is NOT a BBB Accredited Business.

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