We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

Find a Location

Sony Corporation of America has 85 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 473 total complaints in the last 3 years.
    • 182 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:07/17/2024

      Type:Customer Service 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.
      Wait time is excessive and the technical support for Walkman NW-394 is one star at best. They cant explain how to transfer music files. Their English is hard to understand. I am very disappointed.

      Business Response

      Date: 07/30/2024

      Dear Dispute Resolution Services: 

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about his technical queries for the **** Walkman NWE394. **** dealt with the customer. We have noted his feedback, and we will have our technical specialist contact the customer to answer his technical questions.

      Sincerely,

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

      Customer Answer

      Date: 07/31/2024

      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:

      The Customer Relations agent gave me a number for Tech Support that does not work. Furthermore, I was offered no compensation for wasting my time. **** no longer provides good service. **** can expect to lose many sales as result of this one star service. **** needs new leadership.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/08/2024

      Dear Dispute Resolution Services:

      The customer's technical queries have been answered by the techinical team. Also, **** has no compensation program available. ****'s statement stands as it is.

       

      Sincerely,

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

    • Initial Complaint

      Date:07/15/2024

      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.
      Date of the transaction: November 2022 The amount of money you paid the business: $2,000 already paid, with an additional $1,500 still being paid in installments What the business committed to provide you: A fully functional ******* (Model: KD-75X85K)What the nature of the dispute is: ****** stopped working on its own while I was watching it. It started exhibiting a flashing red LED light 5 times. ****** has barely lasted a couple of years, which is far less than the expected lifespan of such a product. I contacted **** customer service on July 19, 2024, but no satisfactory solution was offered. I believe **** is responsible for selling a defective product knowing that it would not last very long.Whether or not the business has tried to resolve the problem: I contacted **** customer service on July 19, 2024, and spoke with a representative, but no satisfactory solution was offered. The issue remains unresolved.

      Business Response

      Date: 07/26/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** KD75X85K. **** 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:07/15/2024

      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 purchased a **** A90J ** on 3/12/2021 for $3,202.49. I expected that this ** would last me a long time, but after a few years the ** started getting burn in. At first it was just UI elements from a game I would play for only a few hours a day, but then more elements started showing up. Now my ** is covered with them and it feels basically useless. I don't spend this much on **s normally and I only bought this ** because I trusted **** as a brand because I am well acquainted with them for most of my life and because I thought that the heatsink in the ** would protect from things like this happening. I'm pretty sure my ** is defective and doesn't do the burn in compensation cycles at all. I've tried contacting **** support via the phone and nobody can help me. This is extremely frustrating as I have needed help with this for a long time and this is my last resort. Currently **** has not tried to fix this.

      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 *************** XR55A90J. The ** has image retention, which is not covered under the factory warranty. Image retention, commonly known as screen burn-in, can occur on most televisions if the same image is displayed continuously on the screen for a long duration. **** is unable to honor the customer's warranty claim because the unit is well out of warranty and the issue is not covered. ****'s statement is final and will not change.

      Sincerely,

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

      Customer Answer

      Date: 07/30/2024

      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:

       

       The issue isn't JUST screen burn-in. It is how fast it happens as well. I'm talking just a few hours and it happens. It'll still be there the next day as well. This TV is defective. Either the heatsink isn't working or it isn't doing any compensation cycles. **** should be standing behind their Master Series TVs. ** has a 5 year panel warranty on their TVs. If nothing is done about this, you've lost me as a customer forever and I'll be sure to let literally everyone I know on every forum and social media website know how terrible of a company **** is at standing behind their product.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/08/2024

      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:07/12/2024

      Type:Sales and Advertising 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.
      ****** 65" Class BRAVIA XR A80L OLED 4K UHD *************** Purchase Date: May 25, 2024 Paid: $2013.98 ** stopped working on or around June 20, 2024 after 3 x weeks of use. **** offered to replace the ** as its inside the 1 year warranty date. They shipped the new **, scheduled to arrive Monday, July 8, 2024. I received an automated message the morning of expected delivery day that they needed to reschedule delivery to Wednesday, July 10 2024. First, I am active duty military and recently disabled paraplegic. I rearranged therapy to accommodate being home Monday for delivery only to have them cancel the morning of. Then on Wednesday the ** arrived broken. I refused delivery and contacted customer support. Customer support notified me that they are out of stock of my ** and I will need to wait until it restocks. Customer support offered no compensation for my time or inconvenience other than possibly ensuring my new warranty was changed to reflect the new delivery date of my **. Customer support notified me that is is standard practice across the board for all ** manufacturers.

      Business Response

      Date: 07/25/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** ********. We apologize for the inconvenience the issue has brought. There is no compensation program available, but **** Concierge arranged re-delivery of the replacement. If the customer has questions, he has to contact Concierge directly at ******************************* (************) or continue to email them.

      Sincerely,

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

    • Initial Complaint

      Date:07/09/2024

      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 purchased a pair of **** WH-1000XM5 headphones around 10 months ago for $350. They came with a limited manufacturer's warranty of 1 year. Then the hinge on the right headphone broke and the speaker was dangling from the headband. **** refused to honor their warranty claiming that the issue is not widespread enough to be considered a design flaw and that it is due to user error. However, it is very easy to find hundreds of complaints online about the same issue, with many of the pictures provided by consumers being essentially identical. The support for the metal swivel is made of thin plastic and has no other supports, meaning the majority of the strain on the headphones is placed on thin, non-flexible plastic. This issue has affected people who use the headphones every day for hours and also those who barely use them at all or have only had them for a week. The case design for the headphones also places strain on the hinge, meaning they can still break even if you store the headphones according to instructions. You can also see in the pictures attached that the headphones have no other damage, not even scuffs or scratches.

      Business Response

      Date: 07/21/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WH1000XM5/L. The issue, the right speaker broke off completely and it is hanging by the wire, is related to physical damage. This is not covered by warranty. **** offered the customer a discount on the purchase of new headphones as a one-time accommodation. However, she declined. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

      Sincerely,

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

      Customer Answer

      Date: 07/22/2024

      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]

       The headphones are poorly designed and should not have broken after 10 months of normal use. Apparently its my fault that my big head stretches the band past what **** expects. Using brittle plastic on a hinge that takes most of the stress of the headset is foolish. I rejected the discount because Im not going to spend any more money on expensive junk, especially since the active noise cancellation is poor too.

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 08/01/2024

      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:07/08/2024

      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.
      This has been a nightmare. I have a new ************** that l have never been able to setup. The choices for TV setup are either cable or satellite. I am trying to stream using ******** and FUBO for local channels. I had to cut ******* cable because they kept raising prices and wouldnt allow me access to my account because they said that my phone number wasnt mine. It was mine and l had it for at least 15 years. So I got ******** and changed my phone number so they wouldnt charge me anymore. The ******** modem has worked off and on but its unpredictable and today l couldnt get any programs which happens frequently but its the tv that is unable to view any images from the **** connection. And its the tv that continues to ask me if l have cable or satellite. I cant even have satellite because my condo has no satellites allowed and on my side of the building there are no satellite dishes to connect to. So I am stuck and I get no help or customer service from ******** If anything **** has made things worse because if l follow their instructions NOTHING CHANGES! I sit here on the 4th of July and have missed every single program that I had looked forward to. And I am going to be blunt here but this is not the first time l have been in tears and wanting to throw the **** off my deck or throw rocks at it! **** doesnt respond to anything. They should be ashamed of themselves but they just dont give a rats *** about anyone! I am going to report this to anyone who will listen and tell them DO NOT BUT A STUPID ******** ITS A TOTAL WASTE OF YOUR MONEY! AND SINCE THEY REFUSE TO HELP I HAVE NO ENTERTAINMENT.

      Business Response

      Date: 07/21/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** XR55X90J. **** contacted the customer, but it was directed to her voicemail. To discuss the case further and for troubleshooting assistance, the customer has to contact **** 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:07/01/2024

      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.
      transaction: 10/10/2023 Issue: the headphones broke without any type of harsh treatment by the user. My son has a large amount of hair. We bought these specific headphones (the most expensive **** headphones at the time) to make sure they would fit around his hair and not get tangled up. Upon using the headpones, the post that holds the one ear piece broke right at a joint where the headphone swivels. These headphones were less than a year old and cost $427.99. The attached pictures show there is no damage to the headphones other than the break, and show my son putting them on. I contacted Best Buy (the store where they were bought) and requested we be allowed to return them. We were told we had to go through ****. Upon calling ****, they were extremely confratational, and said that it was my sons fault they broke, and that they will not cover new headphones. after trying to get them to understand, **** hung up on me and closed the case so i was unable to call back and even reference that there was a previous case. This headphones were supposed to have a warranty on them, and **** has completely ignored their obligation to the client by refusing to assist with this. Originally, i would have accepted a replacement pair, but now, after how **** has treated me, I do not want any other items from ****. I want my money back so I can purchase from a more reasonable company that will back their products. This whole thing has made it so I will never pushed a **** product again.

      Business Response

      Date: 07/12/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WH1000XM5/B. The issue, a broken hinge, is related to physical damage and is not covered by warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

      Sincerely,

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

      Customer Answer

      Date: 07/16/2024

      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:

      The explanation provided by **** is not correct. There is zero physical damage to the headphones other than the one area where it broke. It broke after less than 1 year and within normal circumstances. The headphones have a joint exactly where the break occurred. It is obvious the headphones broke on that exact joint, which is not sufficient to support normal wear and tear that various races and ethnicities need to use them for. Gavi g to stretch the head phones over hair, as is typical use for headphones, is not and should not be considered the fault of the consumer. **** should not fasleu advertise the versatility of thw headphones, when they are unable to withstand weekly use for less than a year. This is unacceptable and I would like to elevate this case and file a civil petition against ****.

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair 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.
      Per the manufacturer's recommendation, I attempted to update the firmware on my **** earbuds. Doing so rendered. The earbuds completely useless. Before trying to update the firmware they were working as they should have and now they are completely junk. After having this problem, I did some ****** research and it appears that this is a common problem with this firmware update. I reached out to **** and they said tough luck- after they destroyed the device that I paid for.

      Business Response

      Date: 07/08/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WF1000XM4/B. **** initiated a repair work order for the customer's unit, and it has been shipped to the servicer for repair.

      Sincerely,

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

      Customer Answer

      Date: 07/10/2024

      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]

       My headphones were sent in for repair and **** is demanding $160 to repair the damaged they caused. 

       

       

       

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


      Sincerely,

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




       

      Customer Answer

      Date: 07/15/2024

      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:06/21/2024

      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.
      **** is using deceptive practices, pointing to arbitrary language in a user agreement to randomly cancel earned rewards that have a dollar value. I had 1100+ points within their Rewards program, this is about $10 that I knew I had and was intending on spending. i got an e-mail saying the program was ending in December so you have to spend them. Great, I went there and all my points had randomly expired a month ago. Basically, I spent money on their products knowing I was getting a discount because of the rewards program. Then, when I go to redeem said rewards, they were gone for no discernible reason whatsoever. To make matters worse, I contacted them and they said they had no control over it. After pressing them for about 15 minutes, they then said they were willing to refund my points. At the end of the day, I should NOT have to argue and debate why something that served as a bastion for me buying their products should not be granted to me. I am requesting that someone from **** contact me and explain themselves to me. I spoke to two individuals, ****** and ******. ****** was the supervisor. For the most part, they acted professionally but in clear disregard for me as a customer. If someone wasn't adamant like me (like 99% of people), **** would have stolen the rewards, and hence, their money. Why do I need to fight to have people do what is morally right? This is ridiculous behavior. I don't care about the $10 but I care immensely about the deceptive practice.

      Business Response

      Date: 07/04/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Rewards. **** Rewards is a separate entity; we do not have an access to their database. The customer has to course his concern directly to them via www.rewards.sony.com/contact.html.

      Sincerely,

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

      Customer Answer

      Date: 07/10/2024

      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]

       Their response is unacceptable. They are claiming they don't have access to the database at **** Rewards. From their own Terms and Conditions:

      The **** Rewards Program (Program) is owned and operated by ****s Card Marketing & ***************** a division of Sony Electronics **** (****), and is provided subject to all of the following terms and conditions (Agreement or Terms and Conditions). The Program is void where prohibited by law.

       **** OWNS AND OPERATES **** Rewards. Tell whoever is with **** to have someone contact me. If nothing else they can get ahold of someone at whatever division to contact me.

       

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


      Sincerely,

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




       

      Business Response

      Date: 07/21/2024

      Dear Dispute Resolution Services:

      Regarding the customer's **** Rewards concern, he has to contact **** Rewards directly via www.rewards.sony.com/contact.html. 

      Sincerely,

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

    • Initial Complaint

      Date:06/18/2024

      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.
      Case # ******** I filed a product issue with the Sont CS department. The complaint was denied for " The pictures indicate a foreign object inside of the screen." Since I did not put the ** together, I would have no way to embed something "in" the screen. I have asked 5 times for an escalation path to further have this decision reviewed and received no answer.

      Business Response

      Date: 07/01/2024

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** KD55X75K. **** offered the customer a discount towards the purchase of a new TV as one-time accommodation. The customer accepted the offer.

      Sincerely,

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

    Sony Corporation of America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.