Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sony Corporation of America

  25 Madison Ave New York, NY 10010-3685

• 

  Sony Corporation of America

  Sony Music Entertainment 25 Madison Avenue New York, NY 10010

• 

  Sony Corporation of America

  3201 Maguire Bl Orlando, FL 32807

• 

  Sony Corporation of America

  151-9402 135 Ave NW Edmonton, AB T5E 5R8

• 

  Sony Style USA

  1 Garden State Plaza Paramus, NJ 07652

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.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 9/1/2024 I ordered a camera body from Sony Electronics Direct Sales in good faith. I ordered an Alpha 7R V Fullframe ILC camera body that retails for $3400. I received my package via ***** on 9/5/24. I received a correct box, but the camera body was a Alpha 7 III that retails for $1500. I immediately contacted **** and got a case #********. They asked that I send five specific pictures, which I did. I also contacted my credit card company to file a dispute, too. Every time that I have called **** for an update I am getting the run-a-round. I have been told that the investigation can take 1 - 6 weeks before they will make a decision. In the meantime I do not have the camera I ordered in good faith.

  Business Response

  Date: 09/25/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ****** about the ordered **** Alpha Digital Camera ILCE7RM5/B. The sales team is working on the customer's concern, and only they will be able to handle the case. The customer has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.                

  Sincerely,

  *** ****

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have purchased a **** product on August 12, 2024. I was not happy the lens I received, so I reached out to **** to start the refund process. The gave me a shipping label and the product was received on to their warehouse on the 28th or 29th. I reached out to **** on September 4th since I knew the holiday just passed, and spoke to the ***resentative about how long it takes to receive a refund. He said it takes up to 2 to 3 business days for the refund to be initiated. I also did communicate to him that I did not receive an email, from **** that the product was received from the warehouse. This email was supposed to be sent per the refund email I first received with the shipping label. I then waited and contacted a ***resentative again on Monday, September 9th and the *** was like this is very unusual for a return to not have happen. I then communicated that I still did not receive an email. He then asked me my preferred communication to be reached out to, since he needed to escalate my case. I told him email. The following day I have not received an email or call from ****. I had to reach out to my bank, to begin the chargeback process. I will never buy a **** product ever in my life, and I may need to take legal action and ***ort them to the ***. There website states that refunds are supposed to be issued within 7 business days; however, I am yet to hear from them.

  Business Response

  Date: 09/25/2024

  Dear Dispute Resolution Services:                

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******** about the ordered **** Lens SEL50F18F/2. The sales team reached out to the customer and acknowledged her feedback. They also informed her that due to the dispute being filed, they will work on the case internally because they are not able to process a refund. The customer has been advised to work with her financial institution for further assistance, but if she needs to reach the sales team, she has to reply to their email or contact ***************************. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.                                                     

  Sincerely,

  *** ****

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They reached out to me, once a chargeback was filed. It had been very difficult to get in touch with ****. I was told I would receive a response in 2 to 3 business days, after the complaint was received by the bbb. However, it took them nearly a week to get back to me. I am now working with my financial institution for a refund. I dont know the camera lens is at, the shipping company does not know aka *****, and **** does not know. This has been a month of constant headaches and going back and forth. Hopefully, everything resolved soon.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 10/18/2024

  Dear Dispute Resolution Services:

  
  

  Since dispute has been filed, the customer has to work directly with her financial institution. The customer's case will be handled by the financial institution moving forward. **** sales team is unable to assist further. ****'s statement remains the same, regardless of whether the customer continues to dispute or not.

  
  

  Sincerely,

  
  

  *** ****

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

    I been having a hard time with this claim I s not back the package back in August. **** lied and said that the package was not delivered to their warehouse. After someone signed for the *******, and they refuse to release the photo to me. they told me they were filing a claim for the so called missing package. I called ***** the shipping carrier and to my a claim was never put in. Never put in, and I cant put a claim in because its under their account. I disputed with ****** which whom Im supposed to get buyer protection from. Who will also receive a bbb and ftc complaint. The ****** representative said they never mentioned that the package was delivered to another warehouse or that it was signed by *.*****. ***** told me they have the signature. Unfortunately, they told ****** that there was no item found. Do you think they had the nerve to notify that they found the package. Yeah, no I ordered an item that was nearly $1000, and they are trying to scam me. I also have the receipt from ***** where they weighed the box and it matched the weight of the item listed online. I am not only dealing with the incompetence of **** but also ******. I had to dispute my my other financial institution that are doing investigations. This company is a scam and I will never buy from them ever again. I also am filing a report with the *** and I may need to get a police report as well. In regard to this I also have recorded conversations with both *****, ****, and ******. But trust and believe this will get resolved.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a **** car stereo from ******** Just over 30 days after purchase the product was malfunctioning and since it was over 30 days I couldn't return or exchange at *******. When I contacted **** they said they would mail out a replacement in 4-5 days after I provided my credit card information. I did same day. This was so that they could ship without receiving the item in return 1st. Then I had to do it again a few days later. Then they said they couldn't replace the product due to stock. I requested a similar replacement in return. They refused without me paying more. They offered to buy it back BUT I had to send the unit and wait 3-4 weeks for a check. I said that was not acceptable and was a breach of contract that we already agreed on which was replacement and it would be mailed out in 4-5 days. I attend car audio competitions and have upcoming shows. They refuse to cooperate. Case number ********.

  Business Response

  Date: 09/09/2024

  Dear Dispute Resolution Services:                 

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Car Stereo. **** contacted the customer, but it was directed to his voicemail. To discuss the case further, the customer has to contact us at the phone number below and make reference to case number ********.                                           

  Phone Number: ************ extension number **** (valid only for the current case)

  Operating hours: Monday to Friday 10 AM to 7 PM EST                                                       

  Sincerely,

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

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a **** Bravia A95L 70 tv for my husband for Christmas. Hes had nothing but problems with the tv since. A horrible screeching sound comes out of the speakers when we turn it on. The tv will shut off in the middle of games when hes playing the PS5. The picture is extremely dim even with all settings changed around. The tv also has issues keeping a connection with our WiFi (we have fiber optic and no other devices have connection issues) weve contacted tech support and customer service multiple times. Weve got several case numbers associated with the same issues. The last *** told us he couldnt do a warranty claim and someone would come out to look at the tv, but that my husband would be responsible for moving the tv on his own. (This is a huge heavy tv that took two men to mount on the wall) when my husband asked for alternative solutions, the *** ***** have any

  Business Response

  Date: 09/02/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** XR77A95L. The customer's case is being handled by the TV *************************** SET). The customer will be contacted soon regarding an update. She may also follow-up with TV SET at ************.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a pair of Stoney headphones. I had them for about a month. When removing them from the case and opening up the ear pad the plastic separated. When I called the company even though there is a one year warranty they refused to replace them. The agent offered me a 10% discount on the purchase of a new one. The sheer ridiculousness of that is laughable.

  Business Response

  Date: 08/27/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WHULT900N/B. **** offered and processed exchange as one-time accommodation. The customer accepted the resolution.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 got a package from **** yesterday on 8/7/24 Product:BDPS1700B.UC2 Carrier:Fedex Track shipment:************ And as u can see the package was damaged and the when I went to put the Blu-ray together it would not power on and I I called us about us gave me the run around about and told u need to do troubleshooting which you cannot do on something that wont power on and have no power going to it even though its plugged into the wall and wall plug it plugged into the back of the system so you guys sent me a broken replacement player and I will not be sending back my broken replacement Blu-ray player I get one from you guys that works First, otherwise I will get my lawyer involved. I just want you to replace something that you sent me that booking that you sent me. That came in broken And you guys are giving me the runaround and told me you would have a manager call me back yesterday 8/7/24 and Manager never called me back all I want. Is you guys to replace my broken replacement player you sent me three different plugs. I have a three different **** DVD/blu-ray /4K players. And the one power plug that came with and it still would not turn on so I want us to send me one that works or and get my lawyer to deal with this and dont want to but will if I must

  Business Response

  Date: 08/21/2024

  Dear Dispute Resolution Services:

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Blu-ray ****** BDPS1700. **** already processed an exchange for the damaged replacement, as it is the coverage of warranty, but the customer claimed that the prepaid shipping label to be used to return the old unit was invalid. **** offered alternatives such as requesting for another prepaid shipping label from the relevant team, reimbursing paid label of his preferred carrier, and offered advanced exchange with credit card to secure the return of the original unit, but all these were declined by the customer. **** is not sending a replacement without the old unit being received. ****'s statement is final and will not change.                                                         

  Sincerely,

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

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I will send the only one back when I get one that works first  and my lawyer may end dealing with this 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My complaint is that the customer support system is completely dysfunctional. I have attempted by all three methods presented on the customer service website to reach someone for help with my 4 month old, $2000 receiver that has suddenly stopped working correctly, and the customer support system is completely non-responsive on all three fronts. Texting, calling and chatting all ended with hang up or no response.

  Business Response

  Date: 08/15/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Receiver STRAZ5000ES. **** dealt with the customer and ********************** has been processed.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a new pair of wireless headphones from ****** retail store on *********. A little over 6 months later, the headphones broke spontaneously from regular use (emphasis on 'regular', as there was no impact or abuse done to the headphones). They broke because of a design and material flaw in a weak load point on the headphones (as can be seen in the attached images).I read the 1-year warranty that **** provides for these headphones and deemed that this kind of break from regular usage within such a short period should certainly be covered under their warranty. I reached out to their customer service to begin the warranty process. They immediately told me that 'physical damage' is not covered by the warranty, even though it is covered. I patiently followed their support process and escalated the case as high as I could within ****. I was constantly told that I broke them and that it was my fault, which is incredibly frustrating since they broke from just wearing them properly. Nobody at **** would budge at all and shrugged me off every chance they got.For headphones that cost me $400+, I would expect they would have a higher standard of quality and customer service, but it is sorely lacking. They didn't offer repair or refund, basically telling me that the headphones are not garbage. I would appreciate a full refund to buy a new model elsewhere, as a replacement is likely to cause the same issue for **** have documented conversations with them, including a warning that I would reach out to BBB should this not be resolved (and it was not).I hope you can help me resolve this so they can't weasel their way out of honoring their warranty, leaving me out CAD$446.Thanks,*********************

  Business Response

  Date: 08/06/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WH1000XM5. **** determined that the unit has physical damage that is not covered by warranty. As a one-time accommodation, **** offered a discount on the purchase of a new pair of headphones; however, he declined. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

  
  

  Sincerely,

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

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It is not true that **** cannot honor their warranty, it is only true that they choose not to based on their biased decision that the damage is not covered. However, the warranty clearly states:
  
  "This Limited Warranty only covers product issues caused by defects in material or workmanship during ordinary consumer use." [Attached Warranty PDF file]

  I reject ****'s accusations of 'accidental damage' or 'misuse', as I am the one who possesses the headphones and have kept completely normal care of them within the regular use case.  Given that the broken piece on these headphones broke due to simply wearing and removing the headphones (and perhaps that my head is larger than average), it is very clear to me that this is an issue of substandard workmanship.  ****'s own support forums and other internet forums show that this issue is not unique and has been happening for other consumers as well.

  Here is a short list I was quickly able to put together of similar complaints in ****'s support forum:
  ************************************************************************************************************************************************************
  ************************************************************************************************************************************************
  ************************************************************************************************
  ************************************************************************************************************************************
  **********************************************************************
  **********************************************************************
  

  There are many more identical complaints that **** has done nothing about, leaving many frustrated consumers.

  I find it appalling that **** thinks a 5% discount on another pair of headphones is suitable remediation for a loss of over $400.  Of course I understand they would offer something to appear cooperative, but that is insulting.

  Sincerely,
  
  *********************
  
  
  
  
   

  
  

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your response is despicable and I will continue to dispute this.  **** doesn't care that it screws over its customers, and I will do my best to make sure nobody I affiliate with makes the mistake of purchasing **** products in the future. I've given ample evidence that **** sold me a defective product and they refuse to accept responsibility and refund the purchase.  There are enough issues with these headphones to start a class action lawsuit with every consumer that experienced the exact same issue.  I will be sure to name you, ***************, personally in any further litigation as being completely apathetic and useless in resolving this issue.

  Sincerely,
  
  *********************
  
  
  
  
   

  
  

  Business Response

  Date: 08/28/2024

  Dear Dispute Resolution Services:

  
  

  Sony's statement remains the same, regardless of whether the customer continues to dispute it or not.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am trying to warranty my **** Streaming Blu-ray **** Player - BDP-S1700 seeing it wont play or read my dvds or blu-rays no more y I dont no and tryed calling us about a few time in the last two weeks but your automated machine kept hanging up on me so I am coming to us this way to get this **** Streaming Blu-ray **** Player - BDP-S1700 Warranty replaced and if u can replace this same one u can replace with another one that dos the same stuff and or is better then the one I am trying to get warranty replaced

  Business Response

  Date: 08/21/2024

  Dear Dispute Resolution Services:

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Blu-ray ****** BDPS1700. **** already processed an exchange. However, the customer received the replacement damaged. This is the one he reported under Complaint #********. **** processed another exchange, as it is the coverage of warranty, but the customer claimed that the prepaid shipping label to be used to return the old unit was invalid. **** offered alternatives such as requesting for another prepaid shipping label from the relevant team, reimbursing paid label of his preferred carrier, and offered advanced exchange with credit card to secure the return of the original unit, but all these were declined by the customer. **** is not sending a replacement without the old unit being received. ****'s statement is final and will not change.                                                        

  Sincerely,

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

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I will send it back when I get one that works u no 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a set of **** hearing aids on March 4. 2024. I registered the product with **** on March 8, 2024. The left device malfunction within about 3-4 weeks and was replaced al9ng with the right device and charger. The device was sent to me overnight and I sent the defective units to ****. The right side device has now started giving problems. Like the left device did. I contacted **** and was told they required an invoice from the direct seller/partner company, ***********. Several (6) calls to *********** were made on Tuesday, July 15, and 4 voicemails left, as per their messages. As of this time and date, no one from *********** has responded, except in response to my BBB complaint. I did receive a copy of my fully paid invoice from ***********. Upon reconnecting with ****, I was told that within 24 hours of receiving the invoice from their supplier, ***********, they, ****, would contact me to get my credit card information to validate the invoice! They will not get my credit card information! Between *********** and ****, there appears to be a coordinated effort to make honoring their warranty very difficult! I have been told that **** will now not replace my devices until they receive mine first and after they make a decision, only then will they send me a replacement, which can take up to two weeks! I cannot hear for over two weeks!? This is a scam, not a warranty!

  Business Response

  Date: 07/30/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** OTC Hearing Aid CREE10/2. **** has already initiated the exchange. If the customer has questions, she has to contact OTC Hearing Aid Support directly.

  
  

  Sincerely,

  
  

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